Coinbase, Inc

Hello Mr. [redacted],
 
We would like to start off by offering our sincere apologies for the long wait times on your support request! We are in the process of growing our support team to allow us to meet the expectations of our existing and new customers during this time of rapid growth. On...

review of your account history, it appears that several of your recent digital currency purchases were voided after your bank indicated there was an insufficient balance to pay for the orders. When creating an order, please ensure you have enough funds in your bank account at the time of confirmation so it can complete as scheduled.
 
Please know there are no fees or holds applied by Coinbase in this case, so you may attempt another purchase at any time. One of our team members has followed up with you in support case #[redacted]. Please reply directly to that support ticket if you have any further questions regarding this. Thank you!

Hi Mr. [redacted] Thank you for the clarification. We were able to locate your support ticket and have escalated it to the GDAX team. As soon as we have an update, we will be sure to update you. Thank you!

Hi Ms. [redacted],
Thanks for writing in. We're sorry to hear about the continued trouble! It looks like we are running into issues as multiple accounts have been created. We've provided information to guide you through the process of how to withdraw your funds. We've emailed you several times over the course of the past two weeks. We can confirm that no restrictions or any sort of compliance flags have been applied to your account that may prevent you from successfully withdrawing the funds. Based upon the the error message that you are seeing, we encourage you to reach out to your bank regarding the verification charges. Please let us know if you have any additional questions or concerns, and we would be more than happy to help!

We contacted Mr. [redacted] about his account in case: [redacted]. He had placed a buy, and the buy was canceled in our system. We were working our way through a back log of email which is why were not able to get to his question right away. But once he spoke to a customer service rep, we let him know the...

reason the buy was canceled was because of an R01 (insufficient funds) message from his bank. Here is the email that was sent:
 
Hi [redacted],
Thanks for your follow-up here. Sorry for the delay in responding. I understand you do not recognize 2 IP addresses accessing your account.
Both IP addresses belong to Spring, your phone carrier. This suggests your account has not been compromised as you utilize Sprint as your phone carrier. Phone carrier's are notorious for assigning IPs that do not match your physical location. Please contact Sprint directly if you believe they are incorrectly assigning IPs for your connection.
I'm restoring access to your account as we have no evidence of unauthorized activity.
Please also know your $1,082.98 USD buy order was cancelled after your bank rejected our payment with (R01) Insufficient Funds. We must receive payment for your bitcoin orders, no exceptions. Bank reversals damage our banking relationships and will not be tolerated going forward.

Complaint: [redacted]I am rejecting this response because:
Date Sent: 7/26/2017 6:49:52 PM
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]
Sincerely,[redacted]

Hi Mr. [redacted]
Thanks so much for your response. Your rejection to our initial response, however, did not include any new information, and our initial response to your case stands.
While we strive to provide continuous service across our platform, we're unable to guarantee website uptime. As such we're unable to provide compensation for trades that theoretically could have been created during site outages. For more information on this please refer to the Coinbase User Agreement:[redacted]
Additionally, we would like to make clear that we had not blocked access to any of your funds. You may always withdraw or move your currency off your Coinbase wallet at any time. Blockchain currency (Bitcoin, Litecoin, Ethereum) must be withdrawn to an external wallet address.

Complaint: [redacted]
I am rejecting this response because: I have tried multiple times to gain access to my account via both emails, via other search engines. I have rec'd no response to my request to change passwords or anything else since at least two months ago.  I do not want to open a new account and I want my money now. 
Sincerely,
[redacted]

Hi Ms. [redacted],
Thanks for writing in. We apologize for the delay in our response. We have been experiencing a higher than normal volume of support requests and we are responding as quickly we can. We've responded to you in Case No. [redacted]. It appears that the issue has been resolved, but...

please don't hesitate to respond directly to that email if you need further assistance. Again, please accept our apologies for the delay in our response.

Hi Mr. [redacted] Thanks for writing in. We apologize for the delay in our response. We have been exper**ncing a higher than normal volume of support requests and we are responding as quickly we can.  It looks like a member of our support team has resolved your case in [redacted]4. Should you require further assistance, please don't hesitate to reach out directly to that email. Thank you!

Hello Mr. [redacted], I am sorry for the troubles you are having with your account and also the delay in a customer support agent getting back to you.Your account info was passed to another team to have them look into your account and see if there is anything that can be done on our side. They...

have, unfortunately, not had a chance to look over your account yet. I am bringing this to their attention again, and I am hoping we can move this along soon.Again, I am sorry for the troubles with your account and the delay in an agent getting back to you in a timely manner.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].   Thus far, I DID receive a long awaited response from Coinbase (that was not a bot response) that indicated they would make good on returning my missing funds.   In part, this process has begun, however they did mention that it would have to be completed in sections due to restrictions on size of individual transfers.... so it's a good start.    I was hoping that they would provide me with exact figures so I can verify all funds were returned to me, but that wasn't given, so i'm not 100% certain what the total amount is.    I'm hoping that all funds will be returned and verification showing me that nothing was overlooked.   I cannot access the page to verify for myself, so I have to rely on memory, which can be incorrect.    I appreciate finally getting this resolved and hope that coinbase will provide me with proof everything has been returned.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
As per Response Coinbase still not able to fingure out Unauthorized transaction and need some other representative to investigate the matter. still the status is unresolved. Sincerely,[redacted]

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:
Too little too late. Terrible, fraudulent business should be shut down.Sincerely,[redacted]

Hi Mr. [redacted],
Thanks for writing in. We're very sorry to hear about the issues surrounding 2-factor authentication. The account recovery process is unfortunately difficult sometimes. This is not to keep you out of your account but to make it as secure as possible. Due to the nature of...

cryptocurrencies having irreversible transactions, we need to make sure it is difficult for attackers to bypass your security features. There is a hard balance between convenience and security, and we are constantly trying to increase both without sacrificing the other. It looks like we responded to your support request on 7/26. If you still need assistance, please respond to that email and we would be more than happy to help. Thank you for using Coinbase.

Hi Mr. [redacted]
Thank you for your patience while we get this sorted out. We have confirmed that the wires have been returned to you. This took longer than it should have, and we want to extend our apologies for the delay. We understand how important it is to have your bank wires processed in a timely manner, and we are working hard to scale our team to address our customer's needs. Please let us know if there's anything else we can help you with. Thank you for using Coinbase!

Hello Mr. [redacted],
 
I apologize for the delay in our response to your original support request! It looks like there was a pending review of your account that resulted in the cancellation of the order in question. One of our team members has just followed up with you in support case...

#[redacted]. Please reply directly to that support ticket if you have any further questions regarding this. Thank you for your time!

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:
The last message I received was from Mike on March 30. To which I replied saying I'd hardly call 150$ a loss to your company. It was taken from me unauthorized. The reply was March 30th. I would like my money back. It's 150$ plus about 20$ leftover. I did not send my money to some random address. And I would like my account unlocked. That's all. I see you have numerous complaints in regards to similar situations. I'm sure there's a few bad apples in there but I'm not one of them. I have less than a week to come up with rent and a damage deposit and provide for my kids. I really need it for that. 
Sincerely,[redacted]

Hello Mr. [redacted],
 
I apologize for the delay while we looked into this order! The transaction ID that you mention ([redacted]) as being a withdrawal from your USD Wallet, was actually a deposit into your USD Wallet. The charge to your bank account for this deposit was reversed by your bank (R08 Payment Stopped). After the charge was reversed, the funds were reclaimed from your USD Wallet. One of our team members has followed up you in support case #[redacted]. If you have further questions regarding the reversed deposit that you mention, please reply directly to that support ticket and we are more than happy to assist! Thank you for your time and patience!