Coinbase, Inc

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:
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]

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:
This seems to be an automated message.  I have already sent the details but I will send again here.  My account is [redacted], the email fund sent to: [redacted]@hotmail.com, amount: 390.74 USD and date: 4:50PM — May 12, 2017Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
From the CONSUMER:
Sent 9/6/2017 6:58:45 AM
Complaint: [redacted]I am rejecting this response because:
I tried to best describe what problems I see in the pictures by labelling and captioning it all. Let me know if anything is confusing or not clear and I'll do what I can to better describe it. Thank you.Sincerely,[redacted]
Sincerely,[redacted]

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:
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]

Hi there,
We have been in contact with Mr.[redacted] internal support case #[redacted] . Mr.[redacted] has no funds in his Coinbase account at this time and we responded to each of the emails that he sent to Coinbase. In regards to this transaction we provided him with the following details:
You sold...

sold [redacted] BTC for $771.94 per coin:
Subtotal: $798.00Our fee – $11.89Total: $786.11
11.89 / 798.00  = 0.01489 which is 1.49%
We would recommend to Mr.[redacted] double check his math, as the totals and fee amounts add up. We hope that helped. Please let us know if you have any other questions and we would be happy to help.

Hello Mr. [redacted],
 
I apologize for the delay in our response to your support ticket! We have many changes in the works to help us to scale and keep up with this recent stage of rapid growth, and appreciate your patience in this matter. One of our team members has followed up with you in...

support case #[redacted] on June 29th, 2017. You indicate that Shapeshift has sent the ETH back to a Coinbase address. If that is the case, please reply to support case #[redacted] and provide the hash ID for that transaction so we can locate it. Feel free to include any further details that may help us to investigate. Thank you!

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.

Hello Mr. [redacted], You first contacted us to say that there had been a sell on your account that you were not aware of. Once you wrote in to let us know about that, we put a hold on the account for now, to make sure any other funds are not accessed or sold without your consent. We did contact...

you about your account in case [redacted]. The team responsible for reviewing accounts is working through a back log of accounts, so I apologize for the wait in getting back into your account. I am reaching out to that team and hopefully they can touch base soon to come to a resolution. Here is what was said in the email: Thank you for bringing this to our attention, we have put a hold on your account's ability to login for the time being until you are certain that your account is secure. We have a few questions that will help us begin isolating the incident:1) When was your last successful login and authorized action on your account?2) Please list any actions that were not authorized by you, including the amount and timing of any transactions.3) Do you have any information on how your passwords, email, and/or 2-factor codes were compromised in this attack?4) Is there any additional information you can provide to help us understand the attack?As a security precaution, please immediately take steps to secure your e-mail password, and enable 2-factor there if possible. You should also reset your Coinbase password using the following link:[redacted]Additional information on setting a strong password can be found here: [redacted]Thank you for your help answering these questions above, I look forward to hearing back from you. We strive to investigate all security reports within 72 business hours, some cases may require additional time for investigation due to the sensitive nature of irrevocable digital currencies. Thank you in advance for your understanding and patience.

Hi Ms. [redacted],
Thanks for writing in. We're sorry to hear about the trouble you are having navigating and using the tools on the website. We're committed to helping you resolve your issues. A member of our support team is currently engaged with you in Case No. [redacted] to walk you through the next...

steps. Should you require further assistance, please don't hesitate to reach out directly to that email. 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 [redacted], Thank you for contacting Coinbase. We can confirm that your case is in the appropriate queue to be reviewed. We will respond to you in Case No. [redacted] as soon as we have an update. We appreciate your patience and understanding while we work through a higher than normal volume of support...

requests. Thank you!

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.

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]

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.

Complaint: [redacted]I am rejecting this response because: I was not contact personally via email, and I have yet to see the reinstatement, and also there is no expected timeline as to when this transaction would be reinstated.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,

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]