Coinbase, Inc

Hi Mr. [redacted],
Thanks for writing in. Again, it appears that we've responded to your support request on 6/22/17 in Case No. [redacted] and haven't heard back from you since. If you still need assistance, please respond directly to Case. No. [redacted]. Thank you!

Hi Ms. [redacted],
Thank you for contacting Coinbase. We do see that you've attempted account recovery and are getting stuck in the webcam stage. We've responded to you in Case No. [redacted] with some trouble shooting tips. Please give them a try, and respond to the support ticket if you continue having...

trouble. Thank you!

Hello Mr. [redacted],
 
We certainly understand the frustration when you are trying to gain access to your account and are waiting for a response from our support team! We have taken and continue to take many steps to help us keep up with the growth of the cryptocurrency community and we...

appreciate your time and patience! The sell order in your account is completed and the funds delivered to your USD wallet. Your account's sign in was disabled after you clicked a link in an email requesting us to disable the account. One of our support team members has followed up with you in support case #[redacted] requesting further information about the security of your account. Please reply directly to that support case with the requested information and we are happy to assist you and answer any further questions you have about orders in your account. Thank you!

Hi Mr. [redacted]
Thanks for writing in. We're terribly sorry for the delay in responding to you. We understand how important it is to have your bank wires processed in a prompt manner. At the very least, you should have received timely responses to your inquiries, and we're very sorry for the...

delay. We responded to you on 7/27 to let you know that we are currently investigating the bank wires in question, and will have an update for you shortly. Thank you so much for your patience. We look forward to resolving this matter for you as soon as possible.

Hi there,
 
Thanks for reaching out.  We have been in contact with Mr[redacted] via internal support case #[redacted]
 
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 such as identity verification on accounts. Unfortunately some customers do struggle with uploading their ID because of software issues, or lack of a camera. Unfortunately this is still information that we would need in order for Mr. [redacted] to buy or sell bitcoin with Coinbase. Here is more information on why we need this, and ways to troubleshoot uploading his ID: https://support.coinbase.com/customer/en/portal/articles/1220621-identity-v...⇄ />  
We hope that infomration explains it and helps Mr. [redacted] verify his ID. Please let us know if you have any other questions and we would be happy to help.

Complaint: [redacted]I am rejecting this response because:
Date Sent: 8/3/2017 4:19:09 PM
Complaint: [redacted]I am rejecting this response because Coinbase is being having problems with customers services for the last months and now I could finally get an answer but still, no date to solve my problem. 
This money is for re-investment and I have it stuck for the last 2 months.
 
Sincerely,[redacted]
Sincerely,[redacted]

Hi there,
 
Thanks for reaching out to Coinbase support! We have been in contact with Mr. [redacted] via internal support case #[redacted] I double checked on Mr. [redacted]'s bank transfer refund for $250 and it looks like there was a slight delay with our system last week, but the funds were sent...

out from our bank account this morning, so Mr. [redacted] should see those funds returned to him in the next few days. We are very sorry for the delay in returning those funds to you, and please let us know if you do not see them in your bank account by the end of October 5th. Please let us know if you have any other questions and thanks for your patience and understanding with this.

Hi Mr. [redacted],
Thanks for writing in. We're sorry to hear about the stuck withdrawal. Our payments engineers are aware of this issue, and are working as hard as they can to resolve it. We can confirm that your case has been escalated to them, and they will respond to you in Case No. [redacted] as...

soon as they have an update. Thank you so much for your patience.

Hi Mr. [redacted]
We have responded to your support ticket in Case No. [redacted]. It looks like you are currently engaged with a member of our support team regarding your concerns. We hope to resolve this matter to your satisfaction. Thank you so much for your patience and understanding.

Complaint: [redacted]I am rejecting this response because:
Hi and good day.
 
I'd like to inform you that this complaint has been resolved! I would therefore request to close this complaint. Thank you very much.
 
Sincerely,
 Sincerely,[redacted]

I appreciate the Revdex.com for trying, but I suppose you might as well close this complaint because you will just get the typical corporate responses as I expected.   I just don't understand how a financial institution can have such a fickle website that works sometimes for certain computer systems and no customer support.  It worked for me when I first joined and now all of the sudden it won't work.  I tried 3 different computers but with no success.  Maybe one day, I can traverse the country to find a computer that will work with their website.  
I just can't imagine my main bank or any other financial institution having this lack of support and faulty website.  I'm just glad that I didn't need this money for any kind of emergency.  Unless I find the right computer in the future, it looks like Coinbase just made a quick $159 off of me.  Congrats.

Complaint: [redacted]I am rejecting this response because: Problem still not solved, response still left my problem unsolved.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I am not giving them my bank account and I don’t have an e wallet.  I just want to close my account, get my money in the form of a check or credit to the Visa I used to open the account and have them delete my information.   Note that they do keep people’s money which is normally called stealing. 
Sincerely,[redacted]

Hello Mr. [redacted]
I am sorry for the delay in getting back to you and for all the trouble getting your account set up. We were working through a back log of emails. I have had another team review your account and all restrictions have been removed from your account. You should now be able to...

continue to buy and sell. And we did email you as well. Here is the email that was sent:
Hello,
I apologize for the delay in responding to your email. We have had a high volume of emails and we are making our way through them as fast as we can.
The restriction has been removed from your account and you should be all set.
If you have any other questions (or concerns), please let me know and I will be happy to help.
Again, sorry for the late reply and for the difficulty you have been having with this process.

Complaint: [redacted]
I am rejecting this response because:Yes you fixed the technical issue but that does not resolve my situation. Also the account is glitched again.I understand the funds are no longer blocked. That is not the issue. The issue is that the funds were blocked for a month and a half. Where I could not buy, sell, transfer, or withdraw. This was due to a technical issue admitted by your staff, a technical issue that is well known. This technical issue violated the terms of using your services. As a result I lost thousands of dollars. I have saved the many many messages to support, support's response, the forums on your website, reddit, and twitter which clearly indicate coinbase violating its terms of service. SO if you would like to go to arbitration with this then great. Under your user agreement I did not violate any of the terms to warrant my account being frozen.IF you were able to so quickly fix the technical the issue on my account when prompted by Revdex.com why was this not done when Justin from support first responded to my case? To me it looks like a pretty poor track record for coinbase, very disturbing handling of peoples money. Just because you grew very quickly and saw many new users does not justify neglecting existing accounts.
Sincerely,
[redacted]l [redacted]

Complaint: [redacted]I am rejecting this response because:
I appreciate the fact that they are "terribly sorry", however, I find it very offensive that they do not respond via regular support channels, unless they are pushed to via an agency such as the Revdex.com.That said, no actual resolution was offered, other than the statement "your case has been assigned to one of our payment engineers".On June 7, Coinbase stated "We do not yet support SEPA payments in your country. These funds will be returned back to the sending bank within 1-2 business days."
After repeated attempts to contact support as the payment was not returned, finally, on July 4th, a  month later, I was advised by a CoinBase agent named Jordan that"Greetings, [redacted]. I have contacted our payment engineers. They will be able to jumpstart the stuck reversals."
So, although I appreciate that, today, September 4, CoinBase stated that "my case has been assigned to one of their payment engineers", this has already been the case since June 7! The case was already assigned to a payment engineer 89 days ago, and the funds still haven't been returned.How difficult can it be for a billion dollar company to send a 5,000 EUR international wire transfer!?Sincerely,[redacted]

Hello Mr. [redacted], I am sorry for the trouble you had with your account and the delay in one of our customer support agents responding to your email. As a FinCEN certified Money Service Business, we are periodically required to Identify users on our platform. That is why you had to upload...

a copy of your license to be able to sell those funds. But it looks like you were able to upload your ID and sell the funds back to your bank account. We were able to contact you about your account in case [redacted]. Here is what was said in that case:  Hello,I apologize for the delay in responding to your email. We have had a high volume of emails and we are making our way through them as fast as we can.As a FinCEN certified Money Service Business, we are periodically required to Identify users on our platform.From this end, it appears that you were able to upload a copy of your driver's license and sell the funds from your USD wallet your bank account. Do you require any help with anything else on your account?Again, sorry for the late reply and for the difficulty you have been having with this process.

Hello Mr. [redacted],
 
I am sorry for the continued troubles. It does look like the funds ([redacted]) are still in your account. You could simply sell the funds back to your USD wallet or to the bank account on file. We also did email you about your account in case [redacted]. If you...

have trouble selling (there are no restrictions on the account to stop you) please let us know via email. And here is what was said in that case:
 
Hello,
I apologize for the delay in responding to your email. We have had a high volume of emails and we are making our way through them as fast as we can.
I am sorry for all the confusion regarding this.
It does look like the funds ([redacted]) are still in your account, so you should be able to sell them back to your USD wallet. Or you could sell the BTC to your bank account on file.
If you have any other questions (or concerns), please let me know and I will be happy to help.
Again, I am sorry for the back and forth and the troubles with all of this.

Hi Mr. [redacted],
Thanks for writing in. We're sorry to hear about the canceled transactions. After taking a look at the transactions you are referring to, it looks like the purchases were canceled due to insufficient funds in your bank account. We responded to your support ticket, but if there's...

anything else we can look into for you, please let us know.

Hi Mr. [redacted],
We're sorry to hear about the troubles with two factor authentication. The account recovery process can be difficult sometimes as it is designed to be as secure as possible. We need to make sure it is difficult for attackers to bypass your security features. We've responded to your...

support ticket on 8/1 and 8/3. If you still need help, please respond directly to the same ticket. Thank you!