Coinbase, Inc

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]

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]

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!

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.

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.

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. After about 7 days, a support from coinbase contacted me back and transfered all of my LTC from [redacted] account into my coinbase account so that I can moved LTC out before succesfully closing the account from coinbase. Within this 7 days, alot of nervous and stress because we are talking about 65000 usd in asset. I hope coinbase company improve a customer support service to customers. 
Sincerely,
[redacted]

We contacted Mr[redacted] about his account in case [redacted]. We were getting through a back log of cases, so it took longer than anticipated to contact him. By the time we contacted him, it looks like he was able to make a few sends from his account without any problem. If he is still running into...

trouble, we asked for a screens shot of what he is seeing so we can investigate further. Here is the email we sent him:
 
Hello Mr. [redacted],
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.
When I look at your account, I can see sends on your account. I can see two sends on the 13th and another one on the 16th. Are you still running into trouble sending and receiving bitcoin.
If so, can you send me a screen shot of what you are seeing on your end?
Once I have more information, I can investigate further.
Again, sorry for the late reply and for the difficulty you have been having with this process.

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 Coinbase! That'd be cool to work with you guys part time and stay fresh on cryptocurrencies. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The original case number active is[redacted]
 
I've not been given any explanation other than the above which yet again gives me no further date of when my money will be returned. I have not had any response to my repeated requests for an update on any tickets raised explaining when to expect my money. If withdrawals are not working and you are allowing so many other users to fall victim to this then this is deception saying our money (which we depend on as a family) is arriving at a set date but in fact doesn't turn up and no explanation or time of arrival is given. 
Not only was the money required urgently but it was taken out at a very low point of the crypto currency due to it been urgent. As a result I not only don't have my money or an expectation of when to expect it but I've potential totally lost 2x the money invested. 
 
Until this is resolved I'll continue to make many other users aware on social media that you are not working within the law and are deceiving users. 
 
[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]

I would also like to document that just a few minutes ago I looked at the coinbase price using safari. It was $1881 and the price on the mobile app which is also $1881. Yet when I make transactions, as you know, they claim a "bug" in the mobile device prevents it from displaying the correct price. 
If the company refuses to refund me the difference on all transactions I do want to escalate this case. It would seem that this "bug" occurring over months continues to look like a scam. 
this point continues to be reinforced due to the following: 
1) each transaction they always charge more (when it's possible the fluctuations in BTC could make it less) 
2) this has happened for months 
3) they claim it is a glitch with the mobile app but when I compare it to the internet via safari/forefox, the price on the app MATCHES that online.

Hi Mr. [redacted],
Thanks for writing in. It looks like a member of our support team has resolved this issue for you. Should you require further assistance, please don't hesitate to reach out directly to that email. Thank you!

Complaint: [redacted]I am rejecting this response because: Just for clarification. Is an ID required to have an account with you? Because I opened an account with out one and used it for several weeks. Why now has my account been closed for no reason? I will take your response of requiring ID (from me when its not required in the first place) and asking me to move my money to another wallet as your unwillingness to resolve this issue. Sincerely,[redacted]

Hello Mr. [redacted],
I apologize for the trouble with your account! I just followed up with you in support case #[redacted]. If you require further assistance, please respond to that support case and I would be happy to assist! Thank you for your time.

Complaint: [redacted]
I am rejecting this response because: the purchase was made on 5/17/19 ( I have attached screenshot that shows so to the message response) and that sounds good to me. Please send the portal where I can show the evidence that I never received the refund for that payment. Thank you
Sincerely,
[redacted]

Hi Mr. [redacted], Thanks for writing in. It looks like the wire was successfully returned to your bank account. If there's anything else we can look into for you, please let us know. Thank you!

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 are currently investigating the reason for the delay, and can assure you that our specialists are...

aware of your case and are working hard to resolve it. We sincerely apologize for any inconvenience this is causing. One of our specialists has responded to you in Case. No. [redacted]. We will respond directly to that thread once we have an update for you. Thank you so much for your patience.

Hello Mr [redacted],
I sincerely apologize for our inability to get to your support request in a timely manner. I have just followed up with you in support case [redacted]. Please reply directly to that support ticket if you need any further assistance. Thank you for your time and 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. We've escalated your case to a specialist. To move your case forward, please verify your identity...

here [redacted] Once your identity has been verified, you should regain full functionality to your account. Thank you!