Coinbase, Inc

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!

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. On 7/24, we responded to your support ticket informing you that we were unable to find a bank wire with...

the information you provided. We advised you to ask Bank of America for Federal Reference number if it was indeed a bank wire. If it is actually an ACH transfer, please ask Bank of America to recall or dispute the transfer, and it will automatically be returned to your bank account.

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!

Hi there,
Thanks for reaching out. We have been in contact with Ms. [redacted] via internal support case # [redacted]4. In this cases Ms. [redacted] informed us that she sent funds to another website and the funds did not complete there. Here is the receipt of those funds being sent, and we can see that this...

transaction has completed: [redacted]
Furthermore, our records indicate that this transaction may have been involved in online gambling. Please be aware that pursuant to Appendix 1 of our User Agreement, Coinbase Services may not be used in connection with online gambling (https://www.coinbase.com/legal/user_agreement). If you have sent funds to an online gambling site or have received proceeds from online gambling, please be aware that this is a violation of our Terms and we respectfully request you cease such activity, or her account may be closed. 
We hope that answers the question. Please let us know if you need anything else and thank you for your time.

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],
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!

Ive received no emails from you. I have contacted my cc issuer and they have resolved this issue without your support. I have so many folks contacting me on Facebook and Twitter asking what to do about your company. You guys  need help. You can't be handling customer's funds and not following up when they need help. Shameful
 
Betters Bureau: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]

Hello Mr. [redacted], Coinbase may initiate closure of a customer account(s) for a number of reasons including, but not limited to, engaging in prohibited activity as defined in our User Agreement:[redacted]It looks like it you may have violated the terms under:Appendix 1: Prohibited Use, Prohibited Businesses, and Conditional Use.I am sorry for any inconvenience, but at this time, all that can be done is to use another exchange for their wallet services.

Hi Mr[redacted], Thanks for writing in. We're sorry to hear about the trouble with resetting your password. We responded to you in Case No. [redacted] with suggestions on how to move forward. 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 sorry to hear about the issues with this transfer. We checked with our payments team, and there is no deposit in the system that matches your Coinbase account. The funds were likely returned or is stuck at some intermediary bank. Please have your bank...

run a trace. Since SEPA transfers are a push-only type of payment, only a sending bank can effectively trace it. Please let us know if there's anything else we can do to help.

Initial Business Response /* (1000, 7, 2015/07/23) */
We have since cleared this user for purchasing, our user agreement notes that we cannot speed up any purchases nor make any guarantees on delivery. User case has been resolved via communication between parties.
Initial Consumer Rebuttal /*...

(2000, 9, 2015/07/24) */
7-24-15
Sent consumer email yesterday regarding status:
On Fri, Jul 24, 2015 at 11:14 AM, [redacted] wrote:
Good morning,

Has your issue with Coinbase been resolved?

Kind regards,

[redacted], Dispute Resolution Specialist
[redacted]
Sent from consumer via email:
[redacted]
Yes thank you. [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. However, Coinbase need to sort out their business model so it doesn’t take 6 weeks to reply to an email.Sincerely, [redacted]

Hi again,
 
It sounds like Mr. has lost access to his email, which is why he cannot sign in. In that case he will need to create a new coinbase account, and for him to also complete the ID verification on the new account. Once he has done that, he can reach out to us through his open support ticket #[redacted]3 and we will be able to help him migrate his account so that he will be able to access his funds. Thank you for your patience with this process and please let us know if you need anything else.

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.
Thank you Lord [redacted] offered me your help I am the daughter of [redacted] Sadly she died from complications in her illness. And the people of coinbase are helping me thanksSincerely, [redacted]

Hi Mr. [redacted],
Thank you for contacting Coinbase. We're sorry to hear about this missing wire. Sometimes, wires are not automatically matched if there is a name mismatch, or if it arrives without your unique REF number. To better assist you, would you mind responding to Case No. [redacted] with the...

requested information so that we can track this down of you? Thank you!

Hello Mr. [redacted], I am sorry but we had a delay in our ACH buys that effected the payout dates for some of our customers. Looking at your account it does look like the transfer did complete on May 10th and the funds were added to your Coinbase account. We also contacted you about your account in...

case [redacted]. Unfortunately we were working through an email back log so it took a couple of days to get back to you. 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.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]I do show that the transfer did complete and the funds were paid out to your account on May 10th.We know that getting your funds quickly is extremely important to you, and we deeply apologize for this delay.

Hi Ms. **,
Thank you so much for your patience. Our review has been completed, and full functiona**ty has been restored to your account. Please let us know if there's anything else we can help you with.

Complaint: [redacted]I am rejecting this response because:
Date Sent: 8/31/2017 12:32:21 AM
Complaint: [redacted]I am rejecting this response because:
I'm getting the exact same response as the person in support sent me 2 weeks ago. I had asked to explain why : 
"
I guess where I'm confused is that I only have one withdrawal (ID : [redacted]) on the GDAX records for bitcoins that totals the previous 2 deposits before
 
it ( ID: [redacted] [redacted]) + the little profit I made while trading (~0.0042 BTC). The withdrawal amount was only
 
~0.026 BTC and that left me with no money in either BTC or USD on GDAX. In the history for GDAX too, you can see that in August 12th, I never withdrew my money at all but the
 
balance shows zero on the two sell orders ([redacted] , [redacted]) although theres no records of any withdrawals that day.
 
The balance should have shown at least 0.026 after I transferred in .01 BTC more IF my account had been correctly credited from the match right before it (ID : [redacted]
 
[redacted]) but the balance comes out only to the exact amount I deposited in (0.01BTC). The only time I did transfer empty it was at the end of August 15 and if you add it all up, the
 
total only equals the amounts I deposited on that same day plus the small profits of that day only, not the ones made before. And my coinbase shows no records of any withdrawals or
 
added funds to that amount on August 12th. The excel does show me the sales went through and that it was credited, but my wallet history and balance history on GDAX and Coinbase
 
both doesn't have any records of funds being credited to my account. If screenshots make it easier to see what I'm talking about, let me know and I'll send them right away if you want
 
them. Sorry if I'm missing something on my end but the balances didn't add up to me. If you can tell me why the balance shows zero with no withdrawals but two deposits with successful
 
sale trades, I'd much appreciate that. Thank you once again."
Thats the part im most confused on. Anyone can make an excel, but the history of transactions didn't add up for me. If you can explain the above for me, I would happily close the ticket and complaint. Thank you.
"Sincerely,[redacted]
Sincerely,[redacted]

Complaint[redacted]
I am rejecting this response because:These responses neither provide a timeline to resolution nor any offer of restitution to my issue.
Sincerely,
[redacted]

Dear Ms. [redacted],
We regret to inform you that we are no longer able to support your Coinbase account. 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.