Coinbase, Inc

Hi Mr. [redacted]
Thanks for your patience. A few days ago, one of our support agents credited your account $60 worth of BTC. You should see the funds in your BTC wallet. If there's anything else we can do to help, please let us know.

Complaint: [redacted]I am rejecting this response because:
The coinbase representative is trying to make it seem like my account was inaccessible because I raised the issue of a possible malicious party being involved in the problem of my account being inaccessible.  That makes no sense.My account became inaccessible just before a 200$ transaction cleared.  I tried several times to contact the coinbase support team, even called the fraud prevention department hoping to be able to talk to anybody. The message on the fraud department voicemail box says they would call me within 4 hours. They did not ever call me. I filed this complaint with the Revdex.com the next day, assuming that sombody at coinbase was attempting to scam me. It was around the same time I raised the issue to coinbase of a possible malicious party being involved.  The next day they put a temporary lock on my account. They investigated for a few days and removed the temporary lock saying my account is secure and no evidence of malicious activity. So that lock id is no longer an issue; it was placed on the account after the account became inaccessible to me, and it has been lifted while the account is still inaccessible to me!However I think this Revdex.com complaint was what prompted coinbase to finally respond to my numerous support requests.Also, the support ticket system on the coinbase website is not recording any of my requests, which makes it difficult to view a timeline of this problem. I filled out and submitted the form, and they obiously got the messages, but the system did not create any new support tickets. I have created a support ticket in the past and it went through fine, so I know the system works. My restricted access to createing support tickets supports the possibility that a coinbase employee was attempting to scam me.  I've read a lot of stories in the coinbase community forum about people being denied access to their funds and coinbase keeping their money. That possibility is real, which is why every day I am more urgent to resolve this.That's all aside from the original problem, which still exists. I am still unable to access my account because of google authenticator isn't working.Yesterday, I finally received an email from coinbase that said they could remove google authenticator from my account if I answer some questions to prove my identity. They said I had to call the fraud department and leave them a voicemail with the answers to the questions. I did that. So yesterday, 19 hours ago I received an email that said google authenticator will be removed from my account in 48 hours.8 hours later I received the same email. Google authenticator will be removed in 48 hours...8 hours later I received yet another. Google authenticator will be removed in 48 hours......So now it seems every 8 hours the removal time is being reset to 48 hours.I am still unable to access my account. And these emails make it seem like google authenticator will never be removed.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because the issue has yet to be resolved.Sincerely,[redacted]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. Thank you for your excellent support on this matter. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Even though someone from their company did in fact finally get back to me yesterday and explained what happened to them, I still have not received the refund. I don't know if their might be a slight delay but as of now, I do not see the money back into my bank account yet.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Coinbase is offering me $59.53 as a gesture that everything is ok. In reality the blunder, which is ONLY their fault and zero fault of mine, cost me over $10,000. I hope that any person who reads this can do math. Coinbase has been unresponsive and irresponsible across the board. I have since done a lot of research on this company and the level of anger projected at them for messing with their customers finances is insane. I am not the only person who has been screwed by this company so that they can make more money. In the end after losing a mountain of money they offered me $59.93...Sincerely,Philip Cooper

Hi Mr. [redacted],
Thanks for writing in. We're sorry to hear that access to your account has been temporarily restricted. We can confirm that your case is in the queue to be reviewed, and a member of our team will respond to you in Case No. [redacted] as soon as they have an update. Thank you!

Hi Mr. [redacted]l,
Thanks for writing in. We're sorry to hear about the issue with the alt-coins. We can understand how frustrating this situation may be. Unfortunately, our key-signing mechanism is not equipped to handle alt-coins that run on top of digital currencies such as bitcoin or ethereum. Maintaining and prioritizing the security of our private keys is our top priority, which means we will not be able to return any alt-coin funds accidentally sent to Coinbase-controlled addresses. Please refer to the Coinbase User Agreement section 3.7 for more information on this.

We contacted Ms. [redacted] about her account in case [redacted]. We were experiencing slight delays in our ACH buys and it was effecting the payout dates for some of our customers. This is not completely uncommon and occasionally some buys do take a day or two longer than the normal time frame. That being...

said, the funds did clear (on May 8th in our system). Here is the email that was sent: 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.

Complaint: [redacted]Thank you for your message. I really appreciate your time and help with this issue.  I am rejecting this response until the wires have been found and credit to my account.  I look forward to resolving this issue.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/09) */
Thank you for giving Coinbase this opportunity to address this case.
Coinbase's User Agreement can be found here (https://www.coinbase.com/legal/user_agreement).
The customer, [redacted], violated one or more of Coinbase's Terms of Use....

Coinbase is a FinCEN-regulated Money Service Business that implements certain compliance procedures and, based on the account and transaction activity information we have obtained on Mr. [redacted], we have determined that he is no longer eligible for our services.
Mr. [redacted] was informed that he violated our User Agreement and was able to withdraw any remaining bitcoin and/or USD balances from Coinbase. Mr. [redacted]'s accounts are now closed at this time.
1. On April 23rd, 2015, Mr. [redacted] sent bitcoin from one, of two, Coinbase accounts that he controlled to the bitcoin address "[redacted]".
This transaction can be confirmed on the public bitcoin blockchain:
https://www.coinbase.com/network/transactions/af1ceXXXXXXXb0077faXXXXXXXXXcd426f...⇄ /> https://blockchain.info/tx/af1ceXXXXXXXb0077faXXXXXXXXXcd426ff9899e30e1c07fadd5c...⇄ /> The bitcoin address "[redacted]" is used as a public purchase address for the sale of counterfeit government identification documentation targeted towards individuals under the age of 21. At the time of this transaction, Mr. [redacted] fit this demographic. The webpage (http://[redacted]) is just one of several public webpages where the association of the bitcoin address "1BMTehZraXf[redacted]" and the sale of of counterfeit government identification documentation can be found.
2. Mr. [redacted] stated that this transaction was, instead, the re-sale of bitcoin from his Coinbase account to a friend in exchange for USD through the financial service provider Paypal. He provided screenshot evidence in support of this.
Per FinCEN-guidelines, the re-sale of bitcoin in exchange for USD is considered money transmission and requires a Money Service Business (MSB) license and a robust AML/BSA policy in order to operate legally. Coinbase is a licensed MSB and follows all appropriate reporting requirements. We have no evidence to suggest that Mr. [redacted] is properly licensed to engage in this transaction activity. Please see our "Prohibited Business" list for reference (https://www.coinbase.com/legal/prohibited).
Additionally, if Mr. [redacted]'s friend and acquaintance is in control of the bitcoin address "1BMTehZraXf[redacted]", this individual is collecting payments in order to fund their document counterfeiting operation, which is a felony offense in several U.S. states.
3. Mr. [redacted] was found to be operating two Coinbase accounts at the same time, possibly in an attempt to circumvent our purchasing and sell limits. This is a violation of our User Agreement.
Based on a comprehensive review of this case, we have determined that Mr. [redacted] is too high risk to support for our financial services. We wish Mr. [redacted] the best of luck in his future endeavors.
Thank you, again, for giving us this opportunity to address is this case.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sadly, you're basing all your "evidence" off of pure coincidences. Your mind and stance won't be changed, but in no way am I familiar with any type of document counterfeiting service. You saw the screenshot yet still stubborn enough to believe otherwise. Never purchased or partnered with anyone related to illegal activities. Feel free to go after them, but don't accuse me of it just because I sold them Bitcoin. After doing lots of business with Coinbase, it's a shame it has to come to a harsh end. That is all.
Final Business Response /* (4000, 11, 2015/10/14) */
Coinbase does not have anything additional beyond our initial response.
Final Consumer Response /* (4200, 13, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bad business practices. We're done here.

Hi Mr. [redacted],
Thanks for reaching out. We were able to locate the wire that was sent in without a reference code. We have confirmed with our payments team that the wire was returned to you. Please note that it does take several business days for the wires to be returned. If you still do not see it in the next few business days, please reach out to us in Case No. [redacted] so that we may investigate further. Thank you!

Complaint: [redacted]I am rejecting this response because I can not put in a purchase for 3 ETH because Coinbase has lowered my limits. How can I even put in an order for 3 ETH if you dropped my limit to $250 and each ETH is $270 give or take a few dollars?Sincerely,[redacted]

Hi there,
Thanks for reaching out to Coinbase support! We have been in contact with Mr.[redacted] through internal support case #[redacted] In this ticket Mr. [redacted] informed us that he was not able to get the secondary email in order to start his withdraw from his vault. We helped Mr. [redacted] through the...

troubleshooting process to see what could be blocking his email from getting our message, but we exhausted all of those options. As our final course of action, we had Mr. [redacted] account put through an internal review so that we could manually move those funds from his vault to his wallet. We have since transferred Mr. [redacted] funds to his bitcoin wallet where he can now withdraw or sell those bitcoin to his bank account. We are sorry for any trouble that this may have caused him, and please let us know if you need anything else, and we would be happy to help.

Hi Mr. [redacted], Thank you for writing in. We're unable to locate an open support ticket regarding this issue. Have you written into Support yet? If so, can you provide the Case No. so that we can investigate further? Also, would you mind providing a bit more information regarding the specific...

transaction you're writing in about - time, date, amount of the transfer would be very helpful. We look forward to assisting. Thank you!

Complaint: [redacted]
I am rejecting this response because:  Coinbase removed my buying capability due to no fault of my own.  They were reimbursed funds that were in question.  Support ensured me my buying ability would be preserved.  That email is the same general response I receive every time.  Last time they sent it approximately 10 mins after I submitted the request.  They did not manually review my account and make a decision in 10 min.  Tell me what terms I have violated, not some we can't reveal our sources.  They have rights as a business absolutely, but they can not do business one day, promise and lie to me the next, and then discriminate against me the following day because they feel like.
Sincerely,
[redacted]