Coinbase, Inc

We contacted Mr. [redacted] about his account in case: [redacted] 1/12/17 Mr. [redacted] made a purchase for 0.25647076 BTC. When we attempted to collect the funds from the bank account on file, we got an R20 code. So we were unable to collect the funds. We then tried again to collect the funds from...

another bank account on file and received another R20 code. After this happened, we looked to collect the balance owed to us with funds that were in Mr. [redacted]'s ETH wallet. This is a common practice for us if we are unable to collect the needed funds from the bank and we are unable to do so. Here is the email that was sent to Mr. [redacted]: Hello,I apologize for the delay in responding to your email. We've been receiving a high volume of email recently and are trying to get through them as fast as we can.The 16.19066148 ETH was taken from your account to recover the outstanding payment for a transaction made on 1/12 for $208.05 worth of BTC. We received the reversal (R20) from your bank after the BTCs were already credited to your account so we attempted to recover the funds using the available payment method on your account, which was again reversed. Our system then attempted to recover the balance using the available cryptocurrency on your account. Here are timelines to help you understand this further:1/12 Transaction initiated for $208.05 worth of BTC1/16 BTC credited to your account1/18 Reversal received (R20)1/19 Transaction initiated by automated system to recover funds1/23 Reversal received (R20)2/17 Funds recovered using ETH worth ($208.05) on accountI hope this clarifies. Please let me know if you have any other questions or need additional assistance.

Hi Mr. [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 forwarded your information to our specialists who will review your account and update it. These...

reviews usually take 48-72 hours to complete, but can sometimes take longer. Should you require further assistance, please don't hesitate to reach out directly to Case No. [redacted].

Complaint: [redacted]I am rejecting this response because:
I received no such message. However, I responded to your last message on this site, which you still are avoiding without an adequate refund. Please keep any further responses documented on this Revdex.com record only. Sincerely,[redacted]

We contacted Mr. [redacted] about his account in case: [redacted]. Some funds were sent to his Coinbase wallet. The funds took longer than expected to hit his account. Unfortunately, we have no control over the network and it does get overloaded on occasion which slows down the transactions and their...

completion time. Here is the information that was sent to the customer: Hi again,The bitcoin network has recently experienced its highest transaction volume in a single day, to date. As a result, there is still a large backlog of unconfirmed transactions, and some transaction may have been dropped from the bitcoin network.There were at one point there were over 100,000 unconfirmed transactions waiting to be confirmed on the bitcoin network. To put this in perspective, there are on average far less than 5,000 unconfirmed transactions on the network at any given time. This is far higher volume than normal.In times of such high volume, it can take significantly longer for transactions to confirm. Unfortunately, I can't offer a time frame as to when exactly then will confirm. It may take several more hours. I wish there was more we could do to speed it up, but as of now your transaction in in the hands of the bitcoin network.If your transaction no longer shows up in Coinbase, or the hash is invalid when you attempt to search it in a public block explorer, it's possible that your transaction was dropped from the network. If that's the case, they should re-appear in the wallet they were originally sent from.If you still have concerns about your specific transactions, please supply the TXID (the hash) and I can take a closer look for you.Thanks for your understanding!

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.

Hi [redacted],
Thank you for contacting Coinbase. Sorry to hear about the trouble here. Just so we're on the same page, can you provide a bit more detail on the issue?
If you have lost your password, please visit[redacted] to reset your password.
If you have...

issues with your 2-factor authentication, please visit [redacted]
If you encounter issues with the process of account recovery, please respond with a detailed description of the error message you're getting.
Please note that account recovery can only be completed on a desktop or laptop computer (and not the mobile app).

Complaint: [redacted]I am rejecting this response because: I havent heard from you since then.  still cannot log in.  my recovery process started today. we will see where it goes.  48-72 hours is what coinbase saysSincerely,[redacted]

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!

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and reluctantly find that this resolution is satisfactory to me. That said, I am extremely frustrated by the lack of support provided by the business in the initial case, and disappointed that extreme measures and multiple side channel contact attempts were required to bring attention and resolution to this matter. Going forward I have reduced my trading activity with the business with the intent of finding a more competent and responsive alternative.
Sincerely,
[redacted]

Hi Mr. [redacted],
It looks like a member of our support team is actively engaged with you in Case No [redacted] to help you resolve your issue. Please continue to communicate with the support agent in that thread. Thank you.

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.

Complaint: [redacted]I am rejecting this response because: The documents submitted were exactly those that were asked of me in the original (You are under 18) email. I will go ahead and resubmit these documents however the document that is to be electronically signed does not have a confirmation to that of ID upload. Hampering my ability to know if it went through on your end or whether or not it was even valid.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
It cannot be legal to withhold a customer's funds indefinitely, without giving a time frame to expected resolution. Months? If there is a bug in automated payment, manually initiating a transfer should take a matter of minutes. I am currently studying if I have standing to file a civil complaint under California Law BPC Division 7 Part 2, Chapter 5 Section 17200. Once it is ascertained there are grounds and I have worked out the specifics, I will be contacting the business directly.Sincerely,[redacted]

We contacted Mr. [redacted] about his account in case [redacted]. In this case we let him know that since his account was closed down (and no bank account linked), he would not be able to sell his funds directly. But he could use the funds in his USD wallet in order to buy BTC and then transfer those funds...

to another wallet. Here is the email that was sent: Hello [redacted],Our apologies for the confusion and inconvenience.Since you do not have a bank account linked to your Coinbase account, it will not be possible to withdraw your USD balance ($206.87). Instead, you may convert your USD balance to digital currency ([redacted]) and send it to an external wallet.I hope this information helps. Please let us know if you need additional assistance and we'll be happy to help.Thank you for your patience and understanding.Respectfully,[redacted] | Coinbase Compliance

Hello Mr. [redacted] I am sorry for the trouble with this account and your funds being held up. Our payment experts are looking into this issue and we are hoping to have it resolved as soon as we can.As soon as we have more information to pass along we will contact you in case [redacted]Again, I am...

very sorry for these issues and we hope to have this resolved soon.

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 funds have not been deposited into my us bank account from my coinbase account.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Please find attached the letter from my bank stating that the amount of $52 was REBILLED to me after I cancelled the dispute . So I paid $52 for BTC but u took away the BTC from.my account. So now I'm out of $52 also , as well as I do not have the BTC also. Hope you fix the issue now and credit me the BTC I bought earlier Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I'm unable to respond to the support ticket. I need an account to do so. I'm also unable to contact your support staff directly via email. You should have explained in detail why you were disabling my account at the time of (or preferably prior to) closure.Sincerely,[redacted]