Coinbase, Inc

We contacted Ms. [redacted] in case [redacted] about her account. We asked that she upload a copy of her ID and self shot. Once that was done, we had another team review the account. Unfortunately, it was deemed (after review) that we would not be able to let Ms. [redacted] continue buying and selling bitcoin in Coinbase. Although she can no longer buy or sell, we have not blocked her from accessing her funds and she can send the funds in her Coinbase wallet to another exchange. Here is the email that was sent to let her know she was ineligible: Hello, [redacted].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.

Hey 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 your issue was confirmed to be resolved as of 7/21/17 in Case No. [redacted] We...

appreciate your patience as we worked to resolve this for you.

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!

Hi there,
 
We have been in contact with Mr. [redacted] via internal support case # [redacted]. In this case Mr. [redacted] let us know that he sent bitcoin funds to Coinbase's internal fees wallet. Once we were able to investigate this and see that this is what happened, we were able to credit Mr....

[redacted] for these funds he erroneously sent to us. He should be aware that if he were to do this in the future, he would be at risk of losing his funds. We hope that helps, let us know if you need anything else and have a great day.

Hi Ms. [redacted]
Thanks for reaching out to us. We're sorry to hear about the trouble. We'd love to help, but were unable to locate a Coinbase account with the email address [redacted]. We'd need you to write in with your email address associated with your Coinbase account in...

order to help. Thank you!

Complaint: [redacted]I am rejecting this response because:
It has been over 6 weeks now since the initial bank transfer request. The company responded after Revdex.com got in touch with them but didn't specify much detail other than that they would be in contact once they have an update on the situation - it has been 4 days now since the company said this.
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. We responded to your email on 8/7 asking for more details regarding the funds you claim are...

missing. Please provide additional details such as the hash number, exact amounts, date you sent it, and the recipient. You can respond with details by replying to Case No. [redacted]. We look forward to helping you track down these funds. Thank you!

Complaint: [redacted]I am rejecting this response because: this is the reply I have been getting now for +/- 4 months. They have frozen my account, I did everything they asked me to do to open a new account so my investment positions can be transferred to my new account but nothing still has happened. It is absolutely unfair to me as their customer that after more than 4 months a simple transfer from one account to my new can't be done. They need to get this simple transfer done right away this totally unfair to me as a consumer.Sincerely,[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]

Complaint: [redacted]I am rejecting this response because:
I contacted Metropolitan today. They received the reversal request from [redacted]. They also confirmed that they sent the reversal request to Coinbase. 
You should have the request from Metropolitan today (7/13/17) !
* Can you make sure someone finds it asap and responds to Metro with the approval to return my money ?! 
It is now going on 6 weeks that my money has been in limbo !
Case No. [redacted]
 
Sincerely,[redacted]

Hi Mr. [redacted]
Thanks for writing in. We're sorry to hear about the trouble you're having with identity verification. We've responded to your support ticket on 8/17. 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 that you are seeing discrepancies in these transactions. We've escalated your case to one of our payments specialists, and it look like they are currently engaged with you in Case No. [redacted]. We've provided a detailed breakdown of the...

transactions you are referring to in order to clear up any confusion. Should you require further assistance, please don't hesitate to reach out directly to that email. Thank you!

Hi Mr. [redacted],
We don't currently have a specific timeline, but we are optimistic that the issue will be resolved shortly. Thank you for your continued patience.

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]

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. We've reviewed your account details, and can confirm that the transfer you are referring to has been...

completed. One of our support team members has responded to you in Case No. [redacted]. Should you require further assistance, please don't hesitate to reach out by directly responding to that email.

Hi Mr. [redacted]
Thanks for writing in. We're sorry to hear about the issues you're currently having with access to your account. We aren't able to locate any support emails from you. Did you write in with another email address? If you still need help, please submit a support ticket here:...

[redacted] Thank you!

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]

Initial Business Response /* (1000, 7, 2015/11/19) */
Hello,
Unfortunately Mr. [redacted] was caught up in an error that prevented his sell order from completing in a timely manner. As Mr. [redacted] stated on Friday, October 9th, 2015 at 11:30 he sold 1.XXXXXXX BTC for $466.68 USD and the money did not...

arrive in his account at the stated time. It looked like from our end everything had been fixed on the 24th, so [redacted] informed Mr. [redacted] that his order should complete on Thursday, October 29th, in addition to compensating him with $75 in bitcoin.
Unfortunately the same error prevented the sell order from completing on Thursday, October 29th, and it did not complete until Nov. 11th.
While we do understand that Mr. [redacted] would like to be compensated for his time, we do think that providing another $466.68 on top of the $75 that we compensated him in good faith would be excessive. If Mr. [redacted] reaches back out to us through that same ticket he has open, or at [redacted]@coinbase.com or through our web portal https://support.coinbase.com/customer/portal/emails/new we would be happy to come to an amicable solution with him.

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. Sorry to hear about the issues with account recovery.  It looks like your issue has already been...

resolved. We responded to you in Case No. [redacted] on 9/2/17. Should you require further assistance, please don't hesitate to reach out directly to that email. Thank you!