Coinbase, Inc

Hello Mr***, I am sorry for the trouble with your account and also the delay in a customer support agent getting back to youWe have been working through a heavy back log of emails that has slowed down our response times.It looks like we were able to respond to you about your account in
case ***Our security department representative made a manual address change on the account you were still having trouble accessingIf you are still experiencing trouble with that account, please respond to the case and we can investigate further.Again, I am sorry for the troubles with your account and also the delay in someone getting back to you in a timely manner

Hi again,
As we stated in the previous emails, we are a FinCEN certified Money Service Business and we are periodically required to identify users on our platform, and preform due diligence in regards to specific transactionsIn this *** ticket we requested more information from Mr*** in regards to several of his transactions, which he did not provideAs we informed him in our correspondence, because he did not answer those requested questions his account activity would be suspendedIf he would like to answer these questions through *** ticket #***, we would be happy to see if we could reactivate Mr***'s Coinbase accountI hope that clears things upIf there are anymore questions in regards to this matter, please feel free to reach out to us directly at ***@coinbase.com and we would be happy to answer those for youThank you for your time and please let us know if you need anything else

Hi Mr***,
Thanks for writing inWe weren't able to locate a Coinbase account with your email addressWe also could not find any emails from you to us in the systemSince we weren't able to find any communications from you to our customer support team, we can only respond to this
complaint in general termsPrior to July 25, 2017, minors were only allowed to use Coinbase after parental consent forms were submittedIf your son was able to use Coinbase as a minor, he would have only been able to do so either with your consent, or by providing fraudulent information during the sign up processAs of July 25, 2017, all users on the platform must be or older to access Coinbase servicesIf you would like us to look into the specific situation with your son, please submit a support ticket and we would be more than happy to assistThank you!

Initial Business Response /* (1000, 5, 2015/10/12) */
We have followed up with the customer directly to resolve this issue
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have send me the full referral
bonus

Complaint: ***I am rejecting this response because:
I have talked with the rep but my issue has yet to be resolvedThere are still discrepancies between the amounts deposited and withdrawn, even after taking into account the profits/losses from tradingI have already sent an email a week ago that has yet to be responded tooThank you for escalating and looking through my support regardless. Sincerely,*** ***

Hi Mr***,
Thanks for sending over the attachmentsUnfortunately, we're unable to view it through the Revdex.com portalWe encourage you to respond to the open support ticket with the attachmentsThank you!

Hi *** ***,Thank you for using CoinbaseWe were unable to locate any communication from you to our Support teamPlease make sure you are providing your email address associated with your Coinbase account when writing inYou can reach our Support team by submitting a ticket using this link:
*** We look forward to assisting you once we receive more details regarding the specific issue you are experiencing

Hi Mr* ***,
Thank you for writing inWe apologize for the delay in our responseWe have been experiencing a higher than volume of support requests and we are responding as quickly we can It looks like you sent an overnight ACH wire through *** ** ***Unfortunately, these types
of deposits are not currently supportedPlease work with your bank to request the funds be returnedOnce we receive the request, we will process the return and the funds will arrive back to your account within a few business days

Hi Mr***,
Thanks for writing inIt looks like a member of our payments team has resolved this issue for youThe wire has been returnedShould you require further assistance, please don't hesitate to reach out directly to that emailThank you!

We contacted Mr*** about his account in case ***We were sorry for the time he was unable to get into his account, but when he let us know that a malicious part may have enabled Google AuthenticatorWhen issues like this are brought to our attention, we look to lock up the account and make
sure the funds are safe and open up the account once we know everything is secureHere is the email that was sent:
Hi ***,
Thanks for your follhereYour account was disabled after you reported, "I can't log in because a malicious party enabled Google authenticator". We take reports of malicious activity very seriously
My logs show Google Authenticator was enabled from a device and IP address familiar to your accountYou also mention you reset your phoneThis does not appear to be a malicious partyI'm restoring access to your account as there is no evidence of unauthorized actions in your account
I'll be happy to help complete a security review that will remove Google Authenticator from your account on a 48-hour delayYou will then be able to login via your verified phone and re-enable Google Auth as neededAlternatively, you are welcome to create a new account on coinbase.com/signup, verify your ID and financials, and request a balance transfer
Note, access to your verified phone is required to loginIf you no longer have access to your verified phone number, a phone change request will be required
In order to help us determine that your account is secure, we need you to leave a voicemail from the verified phone on your account with a few answers to security questionsAt your earliest convenience, please call our fraud department directly at ***, and press to leave a message
In your message, please describe:
1) Your name and email address2) The approximate date that your Coinbase account was created3) The approximate amount of your current digital currency balance4) The name of your financial institution and last digits of your verified payment method
Once we've received the answers to these security questions in that phone call, I can proceed with the remaining steps to remove 2-factor authenticationWe strive to conduct all security reviews within business hours of receiving your voicemail
If you have any questions in the meantime, please feel free to reply to this email at any time and I'll be happy to assist

Hi Mr***
Thank you for writing in, and I'm sorry to hear about the trouble accessing your accountWe apologize for the delay in our responseWe have been experiencing a higher than volume of support requests and we are responding as quickly we canWe are unable, however, to locate
your account with the email address you providedWe take account security very seriously at Coinbase, and kindly ask that you email us directly from the address associated with your Coinbase accountWe look forward to hearing from you so that we can assist you further

Hello Mr***,
Thank you for your patience in this matter! We are taking steps to scale up our support team to match the amazing growth of the cryptocurrency market, and to ensure that we can meet the expectations of our customersWe definitely appreciate your time while waiting on
our replyOne of our support team members has replied to you on June 27th, in support case #***They have canceled the stuck vault withdrawal, and you can now initiate another withdrawal if you wish to remove the funds from your vaultIf you have any further questions or concerns regarding this, please reply to support case #*** and we are happy to help!

Complaint: ***I am rejecting this response because:
This is the same stance you've had since the incidentThe facts are, I had to disable the account myself to prevent further damages & stolen fundsYou also did not prevent or cancel the subsequent wire transfer initiated by the criminalsDuring the week period, your support team would take 4-days between responses to this critical matterYou provided the SMS 2-factor authentication to all your users knowing it could get compromisedIt was later clear to me that you knew of this issue with your SMS 2-factor issue as you sent a newsletter weeks later to all your users asking them to disable/change that security featureYou then deflected the blame to my cellphone carrier and to me personallyYou systems allowed the criminals to logon from VPN servers located near Chicago, Illinois at 5:am PST when you knew very well we live in the state of Washington and both the location and the time obviously pointed out something was not rightYou did nothing to protect us and allowed criminals to steal our fundsDuring the 3-week nightmare experience with you, I requested multiple times for quicker response than 4-days and requested a phone # to contact youYou ignored my requestsI have every email saved and the terrible customer service experience well-documentedI believe you are to blame for our losses and for the losses of many of your clients who have experienced a similar situationAs you well-know, I filed reports with our local Police department, the FBI and now I'm proceeding to notify every consumer protection agency of your wrong-doing to make sure you are not allowed to do this to others in the future
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
My case #1806882
"andrewJun 26, 05:04PM
You are currently unable to buy and sell digital currency on CoinbasePlease contact ***."
Some of the sloppiest, most disorganized business I have ever dealt withI will be contacting the SEC next.Sincerely,*** ***

Hello Mr* ***,
I am sorry for the troubles you are having with your account and for the delay in one of our agents getting back to youWe have a heavy back log at the moment, so it can take a while to answer some of our customersWe were able to contact you in case *** (again I
apologize for the delay)Here is what was said in that email:
Hello,
I apologize for the delay in responding to your emailWe have had a high volume of emails and we are making our way through them as fast as we can
Do you have a recent (no older than months) utility bill, bank statement or credit card statement with your current address in Calfornia?
If so, I may be able to helpI will need you to send me some of these proof of residence documents in order to update your state in our systemI may need another team to help bypass our system
You can send those documents to this link:***
Once I have more information, I can move forward
Again, sorry for the late reply and for the difficulty you have been having with this process

Complaint: ***
I am rejecting this response because:I appreciate the response but my issue has not yet been solved. I am still having issuesThe only reason I can login is because I authorized one device so I don't need the codeHowever, I am unable to transfer money or login from a different device because I still don't have a codeI have been trying to get thought the account recovery process but have been having technical difficultiesI believe there is a bug in the codePlease see ***/ for more info. I would appreciate if you could help me reset my account or disable factor authentication. Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My issue has been rectified since the complaint was issued.Sincerely, *** ***

Hello Mr***,
I am sorry for the troubles accessing your account and also the delay of a customer support agent getting back to you in a timely manner
We were eventually able to contact you via email in case ***In that case, we have given you helpful tips to begin the process
of regaining access to your accountIf you still run into troubles trying to follow those instructions, please feel fre to reach out via email and we will look into the matter further
Again, sorry for the troubles getting into your account and also the delay in getting back to you

Hi Mr***,
Thanks for writing inWe apologize for the delay in our responseWe have been experiencing a higher than volume of support requests and we are responding as quickly we can It appears that you are currently in contact with Austin, a member of our support team, in
Case No***Should you require further assistance, please don't hesitate to reach out directly to that email

Hi Mr***
Thanks for writing inWe're sorry to hear about the issues you're currently experiencingIt appears that buys may have been disabled on your account due to a chargebackWe've escalated your case for review by one of our specialistsThey will reach out to you if and when we are
able to re-enable buys on your accountThank you!