Coinbase, Inc

Hi there,Thanks for reaching out to Coinbase support. We have been in contact with Mr. [redacted] via internal support case # [redacted]. In these cases Mr. [redacted] stated that he was still waiting on the transfer for his sell order of bitcoin to complete. At this time Mr. [redacted] has less...

than $1 worth of bitcoin in his account, and the two sell order he made previously completed to the only bank account on his Coinbase account in December and November of last year. Mr. [redacted] can view these transaction details at: [redacted]We hope that answers the question, please let us know if you need any other details and thank you for your time.

Complaint: [redacted]I am rejecting this response because:
Date Sent: 9/22/2017 12:29:09 PMComplaint: [redacted]I am rejecting this response because: you still have fixed nothing and appear to be stealing my money.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Hello Adan,
Nothing has happened. My count is still restricted and I can not sell any of my coin. Its been over a month. I have $410 dollars stuck with them. They want my ID to upgrade my account so I may deposit $2500 instead of $200. I dont want to do this. I want access to sell so that I can get out. Also for me to sell they are saying I need another form of payment. Why? I already have a form of payment with them, thats how they got my money in the first place.
Thanks,
[redacted]
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not want to close this case until my account issue is fixed.  I have sent 2 new inquiries to the exact address given by the company in their previous response.  Until I hear from them and get these issues addressed, I will not accept their response.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Please review the screenshot attached as far as a bug is concerned which concerns your company's support ticket updates. Your system seems to be marking tickets as updated while no update becomes apparent. Underlined with red within the screenshot, the last response was left by me on:  Jul 08, 2017 06:13PM.  Your ticketing system indicates however that the ticket was updated on: Jul 09, 2017 09:22AM PDT. No response from your end is visible however, this is the 2nd time this ticket status has been updated without a visible response from your end.  Bugs such as these and not hearing a peep from support for extended periods of time such as 2 weeks or more leaves customer such as myself no other option but to reject your response and suggestion to continue waiting on support.  At your earliest convenience, please resolve Case ID: [redacted]
Further note:By default, the Revdex.com closes cases if customers don't accept or reject a reply from a business within 5 days.  Usually when people reach out to the Revdex.com, they expect their issue to be solved prior to Accepting a Response and closing a Revdex.com request. I have purposely waited until today since I wanted to see if my case - which seems to require no more than a simply password reset - would be solved within 5 days of opening this Revdex.com request, after me having already waited over 2 weeks for coinbase support.  It has not been solved at all. I am still at the same position and waiting for your company to reply and solve my support request and re-establish access to my account via password reset.Hereby, I would like to reject your response.  I'd appreciate if the issue was solved. I do not wish to wait any longer for your customer support.  This is becoming absurd.  The waiting times are simply unfair and unacceptable. Since my ticket has still not been solved and  remains open after a quite extensive waiting period of almost 3 weeks, it appears that very little effort is being made from your end as far as proving customer service within a reasonable time period.I have waited almost 3 weeks now for customer support to allow me to access my account again which I voluntarily locked for security purposes.  If I had known this would take 3 or more weeks, I would have never clicked a link in an email to disable account sign-in.Note how after having  patiently waited over 2 weeks for your company to provide a simple form of initial communication - by an actual support rep.  -  it is simply not satisfying to me that my support ticket still remains open at this point.  Further, I consider it quite rude to initiate communication with a customer without bothering to reply within a proper time-frame of 1-3 days which would be acceptable.  Are you going to help or are you going to pretend you are helping? Waiting 2 weeks for customer support is simply unacceptable.Please be advised that the support ticket was opened by me on Jun 20th and it took until July 5th for your  support representative to respond. (timeline listed below).  I have replied with the requested information within 12 hours on July 6th.  It's July 10th, several business days later now and  again, I have not received the courtesy of a response within a proper time frame. Coinbase Support Timeline  [Case ID: [redacted]]:Support Requested via Ticket:          Jun 20, 2017 07:06AM PDTAutomated Ticket reply received:      Jun 28, 2017 01:52PM1st contact by actual support rep.:     Jul 05, 2017 07:14PM    (which appears to have happened only after opening a Revdex.com case)I have replied to the support rep.:     Jul 06, 2017 05:32AM Jul 10, 2017:   Ticket still open, no reply received since Jul 6As as tomorrow July 11, I'll be waiting 3 weeks for a simple password reset so I can access my account and funds again. For the past 3 weeks I have not been able to trade or use any of your service in addition I have been suffering financial hardship because of your companys' inability to solve a simple support request such as a password reset within a reasonable time-frame.  This should not have taken any business longer than 3 days.  We are going on 3 weeks now.  Considering that your company operates similar to a bank, stripping users complete access to their funds for 3 or more weeks at a time while presenting them with horrible waiting times for any form of support is very poor business practice.I just want my case resolved. It requires a simple password reset.  Does it have to take another 3 weeks?Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I still have not been contacted by your company over 3 weeks of having an issue. If there was an issue with my ID verification why would that affect my account at all? You dont need ID to have a $200 account limit. So why currently does it say my account is restricted contact support when I try to buy currency????? The only reason I submitted ID verification was to increase my spending limit. Everything was fine till I did that. Also it says I need to put in a new payment account information to sell. Is this correct? Why? And what happened to my accounts that were already in my wallet?Sincerely,[redacted]

Hi there, Thanks for reaching out. We have been in communication with Mr. [redacted] via our internal support portal through ticket [redacted]. As we explained in our internal ticket, there was an issue that we had with our bank on May 20th that caused for a delay in sending out those funds. Since...

then we have corrected the issue and Mr. [redacted] should have gotten those funds yesterday at the latest. We are very sorry for any trouble that this may have causes, and we appreciate the patience and understanding with this issue. We would be happy to answer any more questions via that same support ticket, or we can be reached at [redacted] Thanks again, and please let us know if you need anything else.

Hello Mr. [redacted] I am sorry for the delay in your buy on April 30th. We had a delay in our ACH buys that effected the payout dates for some of our customers. Looking at your account, your buy has completed the funds were deposited into your Coinbase account. We also responded to the email...

about your account in case [redacted]. Here is what was said in that email: Hi there,Thank you for contacting Coinbase support.Due to extremely high purchase and deposit volume, we have been experiencing a delay of several days with ACH deposits and buy orders. As a result, our estimated clearing date for your recent buy order or deposit was not accurate.Bank transfers normally take 3-5 business days to complete. We try and make that expected delivery estimate as accurate as possible, and are always looking to improve it. Rest assured that your transfer is safe and the funds should arrive within the next couple business days.We process bank payments using ACH transfers. You can find more information via our support page: [redacted]-Also note that Saturday and Sunday are not bank business days, so keep in mind that buy and sell orders, along with ACH bank deposits and withdrawals, do not process on the weekend and will also delay an order.We know that getting your funds quickly is extremely important to you, and we deeply apologize for this delay.Thanks for bearing with us as we grow with the digital currency community.

Complaint: [redacted]I am rejecting this response because my funds still have not been credited to my account. 
I have provided all of the details from Wells Fargo bank on my end regarding the transfer. My personal name was on the sending account, [redacted], as well as my business's name, [redacted] LLC. 
In addition, I updated the wire after it went out with the correct reference number. If they call the bank they will see it is now included in the wire information on their end. 
Sincerely,[redacted]

Hello Mr. [redacted],
 
I apologize for our delay in responding to your support request! We are currently investigating the order in question, and one of our support team members replied to you today in support case #[redacted]. Feel free to reply directly to that support ticket with any further...

information or questions you may have. Thank you for your time and patience while we investigate this matter!

Hi Mr[redacted],
Thanks for writing in. It appears that you are in contact with one of our specialists, [redacted] in Case No. [redacted]. Due to certain regulations, we are required to verify your identity to process further buy or sell orders. Please follow the instructions in the email on how to do so. If you do not wish to verify your identity, we cannot re-enable our exchange services, but you are free to send your digital currency to another wallet address.

Complaint: [redacted]I am rejecting this response because:
I have REPEATEDLY tried to reach out both in email and in certified letter form, with no response or resolution to this matter.
 
I still have not received my money back into my bank account as requested.  Frankly, this is just another "form" answer.  Not at all personal or directed specifically to what my issues are.
 
And, once again, with no phone number or a contact name.
 
Sincerely,[redacted]

Hi Mr. [redacted], 
Thank you for your interest in Coinbase. Our primary goal is to make our platform safe and secure for our customers. Coinbase is a regulated Money Services Business under FinCEN (FinCEN.gov), and as part of our responsibility, we are legally obligated to implement regulatory compliance mechanisms.
We regret to inform you that we are no longer able to support your Coinbase account as well as any other accounts you may have created. Please note, we have not blocked access to the balance currently in your Coinbase account; while we can no longer process brokerage orders via our banking relationship, you may still send your balance offsite to an external address.
There are a variety of factors which have been weighed in your case, and we unfortunately are unable to elaborate on our internal decision process. Please know that we do not make these decisions lightly, and do regret losing you as a customer.

Hi Mr. [redacted],
We wanted to provide you a quick update. Our payment engineers are still working with our European banking partners to sort out this transfer. Once they have an update, we will respond to you in Case No. [redacted]. We understand how important it is to have these transfers processed in a timely manner, and appreciate your patience while we work this out.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
I just wrote them last night; (see below)
"I created the new account, cant verify my bank account (most likely because it is attached the the original CoinBase account).So where am I at after three days with you..... I have another Coinbase account that has no value to me.So to wrap up everything, I am still with no access to my original account or my money, in addition,I have a new Coinbase Account that I can not use.... Ridiculous!!!!"Sincerely,[redacted]

Hello,
 
Per our conversation I am submitting via email to withdraw case#[redacted] against Coinbase. I now have access to my account as requested.
 
Thank you,

Hi Mr. [redacted],
Thanks for writing in. We're very sorry to hear about the troubles with the bank wire. It looks like an error on our end was causing a delay. We have responded to you in Case No. [redacted] with two options on how to move forward. We look forward to hearing back from you. Again,...

we're very sorry for the delay on this bank wire and look forward to resolving this matter to your satisfaction.

Hi Mr. [redacted],
Thanks for writing in. It looks like we are still waiting for your response to Case No. [redacted], which was sent to you on 7/3/17. Please respond directly to that email so that we can move your case forward. Thank you!

Revdex.com:You didn't refund it, you credited it to my GDAX account, which was the ideal solution. I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]