Coinbase, Inc

We contacted Mr. [redacted] about his account in case [redacted] We were back logged so it took us longer than anticipated to get back his case unfortunately. We forwarded his cases onto one of our payment experts who can look into his case and see what can be done at this time. Here is the email that was...

sent out:
 
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.
Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update.
Please let us know if the matter develops further as we investigate.

Hi Ms. [redacted],
Thanks for writing in. It looks like you are currently engaged with our customer support team in Case No. [redacted]. Should you require further assistance, please don't hesitate to reach out directly to that email. We would like to make clear that although we are not currently able to offer our exchange services until your identity is verified (we must comply with local and federal regulations), we have not blocked access to any of your funds. You may sign in and withdraw your currency. Please note that blockchain currency (Bitcoin, Litecoin, Ethereum) must be withdrawn to an external wallet address.

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]

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.  After a review of your account, we regretfully are unable to offer you our exchange services...

because the parental consent forms you submitted were insufficient. This isn't a decision we take lightly, and we apologize for not being able to offer any further assistance in your case.

Hi Mr. [redacted], Thanks for writing in. We regret to inform you that after further review, we will be unable to restore access to your account due to violations of our terms of service. Please note that while we aren't able to offer our exchange services, we have not blocked access to any of your...

funds.

Hello Ms. [redacted]
 
I am sorry for any issues with your account and also the delay in an customer support agent getting back to you.
We are required to identify users on our platform which is why you had to upload an ID. I am sorry that it took as long as it did and that you lost out on that...

opportunity to sell, but you should be all set now.
We also did contact you in case [redacted]. If you have any further troubles, please contact us via email and we can look into the matter further.
Again, I am very sorry for the troubles with your account and the delay in someone getting back to you.

Mr. [redacted] contacted us about his account in several cases. One such case was [redacted]. In that case it was explained to Mr. [redacted] that after our team had a chance to review his account, that he was (unfortunately) ineligible to continue using our services. Although it was unfortunate that this...

had to happen, it is something we reserve the right to do to any of the customers on our platform. And we are unable to share our review methods for security reasons. Here is the email that was sent to Mr. [redacted]: Hello,A manual review has determined that you are not eligible to use the Coinbase platform to purchase digital currency. We're sorry for any inconvenience that this may caused.We regret that we are not able to supply you with any additional information.Please note that we have not blocked access to any balance currently in your Coinbase account. While we can no longer process buy orders via our banking relationship, you may withdraw these funds at any time.Again, I apologize for any inconvenience this has caused you.

We contacted Ms. [redacted] about her account in case: [redacted]. She was told that we needed her to delete a secondary account in her name and also submit the correct documents for her business. Here are some of the email correspondence.
 
Hello,
It looks like your second account may be part of...

the cause with your limits being 0. You will want to delete that second account.
And it looks like we have a pending request on your account, and we are waiting for an answer. I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update.
Please let us know if the matter develops further as we investigate.
AND
Hello,
Thank you for closing the account.
As far as the forms, it looks like we are not getting the correct forms.
We ask for a tax document which was sent from the IRS and mailed to the business that has the EIN (Tax ID number) on it.
What you are sending is a scanned document of a form the business filled out that the business mailed the IRS. They are not quite the same thing.
Once we have the correct documents, we can move forward.
Sorry for the troubles.

Hello Mr. [redacted]
 
I am sorry for the trouble you had with selling your funds. It looks like there was a bit of confusion as the funds were initially sold to your USD wallet and not your bank account. It looks like you have been able to start a withdrawal from your USD wallet to your bank...

account that is pending in our system.
Again, I am sorry for any confusion, but it looks as if everything in moving along correctly.

Hi Mr. [redacted],
Thank you for writing in. We were able to locate your Coinbase account under the email address [redacted], but the account has no activity since it was opened. ID verification has not been completed on this account, nor has any bank account been added. Do you...

have another email address registered on Coinbase that we can look into for you? We look forward to your response so that we can assist. Thank you!

Hi [redacted],
Thank you so much for your patience. It looks like a member of our support team has resolved your issue. Please let us know if there's anything else you need help with.

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. It appears that the issue you were experiencing related to you changing your cell phone number to a...

Singapore number. We've deployed a fix since your email, and you should now be able to resume account recovery. Please respond to Case No. [redacted] should you run into any more troubles. Thank you!

Complaint: [redacted]I am rejecting this response because:
 
Bitpay said they refunded to "my address" that was used to pay them. The error then, is on Coinbase for not using my wallet to make the purchase. If this is not explained before using your system, that is your error when you do not provide assistance when your system fails.
 
Do not interface with 3rd party and will you have any success? Of course not. I am calling for your accountability. You see the funds, you have all the documentation to correct it. I have to assume my money went into a Coinbase representative's pocket and that is why I am not getting my money back. Just like Mt Gox.
Again, Coinbase has my money and is not giving it back. Based on their response "we choose not to help you and keep your money". Just because your system is flawed, does not mean you can not correct it.
You have lost another,[redacted]

Complaint: [redacted]
I am rejecting this response because:Let me get this straight. You are regulated as a financial institution. You are a financial institution you hold peoples money. THIS IS YOUR RESPONSE!? I have had my money t**d up for OVER A MONTH. THAT IS THEFT. THAT IS ILLEGAL. THIS IS YOUR RESPONSE?! I am disgusted, I have suffered thousands in losses on the account due to fluctuations, and thousands more due to exiting the market earl**r in other accounts because of the money t**d up by coinbase fraud. You are an appalling organization, blame all you want on technical issues and growth. You are stealing helpless peoples money. 
Sincerely,
[redacted]l [redacted]

Hi Ms. [redacted]
Thanks for writing in. We're sorry to hear about the current restriction on your account. We can confirm that your case is in the queue for review. Once our comp**ance team has completed their review, they will reach out to you directly in Case No. [redacted]. Thank you for your patience!

Complaint: [redacted]I am rejecting this response because: I sent my passport copy and driving licence as proof  I am not resident of Iran and was told to do on website and had no response the only email I had was from [redacted] to 'reset  password please could you assist.Sincerely,[redacted]

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. Our records indicate that you were able to regain access to your account. If you are still...

experiencing issues, please respond to Case No. [redacted]. Thank you!

Hello Mr. [redacted], We had a delay in our ACH buys that effected the payout dates for some of our customers. Looking at your account, it looks like the buy that was started on April 29th did complete on May 10th. And the funds were added to your Coinbase account. And we were working our way...

through our back log of emails, but we were able to email you about your account in case [redacted]. Here is what was said in that case: 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.[redacted]

Hi there,
 
We have been in contact with Ms. [redacted] via internal support case number [redacted]. After her initial email to coinbase, we reached back out requesting more information to which she did not respond. If she could please respond to our last email we would be happy to...

help her. We hope that helps.

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]