Coinbase, Inc

Hi ***,
Thanks for writing inWe're happy to look into this for you, but are unable to locate an account with the email address you've provided
Would you mind responding with the email address associated with your Coinbase account? Thank you!

Complaint: ***I am rejecting this response because:
From the CONSUMER:
Sent 9/15/4:55:PM
Complaint: ***I am rejecting this response because:
It is still not resolvedIt is getting to the point that I'm suspecting fraud and feel the next step is law enforcement. Sincerely,*** ***
Sincerely,*** ***

Hello Ms***, I am sorry for the delay in getting your account and LLC set up with Coinbase and also the delay in a customer support agent getting back to youWe have a heavy back log of emails we are working our way through, and it is slowing down our response times.I have spoken with
another agent and the review of your account is now complete and you should be all set.We also let you know via case ***If you run into any further issues, please email us and we can look into the matter further.Again, I am sorry for the delay in getting your account set up

Complaint: ***I am rejecting this response because: I never received an email from the company with a resolutionI’ve reached out to their support times and they have not fixed my accountResponse time is horrible and when I call they tell me to email support. Sincerely,*** ***

Complaint: ***I am rejecting this response because: YOU ARE LYING TO ME COINBASE!!!!!! I can't sell ANYTHING! I can't put it in a walletSEND MY MONEY BACK TO MY BANK ACCOUNT!! You are stealing my funds and messing with my accountMy funds are frozenI will be joining the class action lawsuit against your company and get my money back somehowYou verified my identity enough to take money from me but now to give me back MY money you won't accept the documents I submitted in the first placeI DON'T BELIEVE if I submit them again you will release my fundsThis is a game you play and it's unbelievable you are getting away with it! I have pictures and video of what happens when I try to sellEverything is documentedTHIS IS A TOTAL SCAM!!!Sincerely,*** ***

Hello Mr***, I am sorry for the issues with your account and our delay in getting back to youOur system flagged your account when there was a minor mix up on the date of birthIt looks like your company date of incorporation was entered instead of your actual date of birthThe
account has been restored and we just need you to upload a copy of your ID into the systemYou can head to ***/new to get started with the ID uploadIf you run into more trouble, please contact us using case ***. Again, I am sorry for the account issues and the delay in someone getting back to you

Hi Ms***,
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 canWe have completed your request to transfer your funds to the new accountIf there's anything else
we can do for you, please don't hesitate to reach out

Hello Mr***
I am sorry for the troubles with your account
We have recently been able to process the transaction that was pending and everything has cleared so you should be all set
If you need further assistance, please contact us in case ***, and we can look into the matter further
Again, I am sorry for these recent troubeles

Hello Mr***
We had a delay to our ACH buys that effected the payout dates causing them to be later than intendedLooking at your account, all of your recent buys look to be completed and posted to your Coinbase accountWe were working our way through our back log of cases, but we
were able to contact you about your account in case ***Here is what was said in that case:
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 ordersAs a result, our estimated clearing date for your recent buy order or deposit was not accurate
Bank transfers normally take 3-business days to completeWe try and make that expected delivery estimate as accurate as possible, and are always looking to improve itRest assured that your transfer is safe and the funds should arrive within the next couple business days
We process bank payments using ACH transfersYou can find more information via our support page: https://support.coinbase.com/customer/portal/articles/1392022-why-does-a-buy-tak...⇄ /> 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

Hello Mr***,
I am sorry for the troubles with your account and also the delay in a customer support agent getting back to you
Looking at your account, it does look like any restrictions from the account were removed and you should be all set
We did contact you in case ***If
you need any further assistance, please feel free to reach out via email and we can look into the matter further
Again, I am sorry for the issues with your account and also the delay in an agent getting in touch with you

We contacted Ms*** about her account in case ***We are very sorry for the continued trouble with your fundsThis is a bug we are monitoring and looking to resolve as soon as possibleI know this inconvenient, but sometimes matters like these can take weeks (sometimes months) to resolveWe are hoping to have a conclusion soon, but we can't give a time table as to when this will be resolvedBut we still have amount due to the customer and full recordHere is the email that was sent to her:
Hello,
I am very sorry for the delayThis is one of the highest priority issues at the moment, and I have requested an update from our developersUnfortunately, I do not have a time frame on when it will be resolved, but they are working as quickly as possible to correct this issue
Thank you for your patienceIf you have any questions in the meantime, please let us know

Hello Mr***,Apologies for the delay in our response! We are currently scaling up our support teams during this rapid stage of growth, and we definitely appreciate your patience! It looks like your account may have been disabled after you verified your Hawaiian IDUnfortunately we are unable to
offer Coinbase services to our Hawaiian customers due to regulatory concernsHowever, if you reside in a US state other than Hawaii, we can confirm your residence using an alternate methodOne of our team members has followed up with you in support case #*** with further detailsPlease reply directly to that support ticket and we are happy to help get this correctedThank you!

Initial Business Response /* (1000, 5, 2015/10/27) */
Coinbase Support has received support inquiries from Mr*** (case numbers XXXXXX and XXXXXX) and has replied to them within several hours on both occasionsIt appears as though Mr*** is not receiving our support replies although
Coinbase's email system indicates that these and the device verification emails referenced in this complaint have all been delivered
In these situations we recommend that Mr*** confirm that emails from Coinbase are not being sent to a "spam" or "junk" folder and, if necessary, contact ***@coinbase.com from an alternate email domain to continue troubleshooting
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unable to receive their email messages and therefore cannot communicate with them to be able to withdraw my funds which they are holdingIncluding and eamil verification in addition to a phone/tex verification causes an unreasonable burden on many customersAs a finanical firm who holds others funds, they should provide alternative means of communicationI simply wish to withdraw my fundsI need access to the site to be able to withdraw them or I need them to mail me a check
Final Consumer Response /* (3000, 19, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vendor's response is full of fabricationsIve made many attempts to contact CoinbaseTHIS IS THE ONLY CHANNEL IN WHICH I CAN HAVE ANY SORT OF COIMMUNICATION WITH THEMI just submitted another help request via the website in which I have provided an alternate email address just for the purpose of resolving this matter and extracting my funds from Coinbase: ***@tx.rr.comPlease compel them to send me verification process via this email addressNot dedicating the resources necessary to communicate with customers having issues with their inflexible verification system is supposed to be okay? No its not
Final Business Response /* (4000, 21, 2015/11/12) */
Mr *** has setup his new Coinbase account with the email ***@tx.rr.com, of which it has been confirmed that he is receiving emails to his inboxCoinbase transferred his funds into his new accountIf Mr*** needs further assistance he can reach out to us at ***@coinbase.com through his new email address

Hello Mr*** I am sorry for the troubles you had accessing your accounts.It looks like the restriction was applied when a second account was created under your name. Coinbase policy permits the use of one account per person and/or businessOnce you closed down the secondary account,
we restored access to your original account and you should be all set.If you still require more help, please contact us in case ***We can look into the matter further if needed.Again, I am sorry for the issues you had with your account

Initial Business Response /* (1000, 6, 2015/05/19) */
Below please find Coinbase, Inc.'s ("Coinbase") response to a customer complaint filed with the Revdex.com ("Revdex.com") against Coinbase by *** *** on May 13,
A complete and accurate summary of the facts surrounding Mr
***'s attempt to purchase BTC on May 6, is as follows:
Overview
Coinbase is a bitcoin services company which, among other products and services, offers its users a way to buy bitcoin from or sell bitcoin to Coinbase (the "Conversion Service")Coinbase charges a 1% fee for the Conversion ServiceIn order to use the Conversion Service, a Coinbase customer must complete certain verification procedures, which include providing identifying information and linking a bank account to CoinbaseOnce the user has completed these steps, she may buy bitcoin from Coinbase at a quoted conversion rate, in which case Coinbase will instruct its bank to debit her linked bank account for funds to cover the price of the bitcoin she wishes to purchaseCoinbase does not transfer the bitcoin purchased to the user until the funds from the linked bank account have cleared, a process that takes two to three business days via the automated clearing house ("ACH") network
Coinbase also allows verified users to maintain and fund a U.SDollar balance ("USD Wallet), which users may use only to purchase bitcoin from Coinbase, receive funds from bitcoin sales to Coinbase, or transfer funds to and from Coinbase's Exchange platform (where users can buy bitcoin from or sell bitcoin to other Coinbase users)
On May 6, 2015, Mr*** initiated purchases of bitcoin without a sufficient bank balance to cover the costs of his purchasesUpon discovering that he would not have sufficient funds in his bank account to cover the purchase price of his orders, he took unilateral actions he erroneously believed would be sufficient to pay for his ordersCoinbase did not instruct Mr*** to take these actions, nor did it confirm that these actions would allow his initial purchases to be completedAfter Mr***'s bank sent notification that the assigned payments had not cleared due to insufficient funds in his bank account, Coinbase canceled the delivery of these bitcoin orders
Summary of Events
On May 6th, 2015, Mr*** initiated multiple bitcoin purchase orders using Coinbase's Conversion Service to purchase a total of BTC in exchange for a total payment of $29,USDPer the procedure described above, Coinbase initiated an ACH transfer from Mr***'s linked bank account to deliver the agreed-upon funds to CoinbaseThe delivery of the bitcoin was scheduled for May 12th, and was contingent upon successful completion of payment to Coinbase through the ACH transfer
We understand, based on Mr***'s subsequent statements, that on May 8th, 2015, Mr*** realized that he would not have a sufficient balance in his bank account to complete the purchases and that, as a result, his purchases would be declinedWithout instruction from Coinbase Support, Mr*** initiated independent transactions in which he sold bitcoin using Coinbase's Exchange platform and transferred funds from these sales, totaling approximately $29,725, to his Coinbase USD WalletMr*** demanded that Coinbase use these new funds to pay for the purchase orders he had already initiated through the ACH process two days priorCoinbase Support informed Mr*** that it had received his request and would get back to Mr***Mr*** then informed Coinbase Support that he had suddenly initiated a transfer of $29,from his Coinbase USD Wallet to his bank account by ACH transfer, presumably in the hopes that he could avoid an impending overdraw that would bounce his account
On May 9, 2015, Coinbase Support replied to Mr*** to inform him that the success of his requested purchases was contingent on his bank clearing the ACH transfer initiated with the requested purchases, and that Coinbase could not influence this process
On May 11, 2015, Mr*** then initiated a third transaction, a bank wire totaling $29,from his bank account to his Coinbase USD wallet, and requested that these funds be used as a substitute payment in the event that his ACH payments reversedAt no point did any Coinbase agent represent that Mr***'s convoluted series of bitcoin liquidation, ACH transfers, and bank wires would cure Mr***'s failure to maintain sufficient funds to satisfy payments initiated from Mr***'s linked bank account on May 6, In fact, Coinbase, which as of May 11, still had not received confirmation of successful settlement or failure of Mr***'s initial payment, could only confirm the status of the transfers and reiterate that the delivery of the orders would be contingent upon the successful completion of the initial ACH paymentsCoinbase even specifically stated that Mr***'s wire transfer was a separate action not tied to his ACH purchase process and therefore would not factor into the success or failure of the ACH transferDespite these express instructions, Mr*** continued to insist that Coinbase use these newly wired funds to complete the purchases initiated on May 6,
On May 12, 2015, Coinbase received an insufficient funds reversal notice (technically an ACH Return Code "***") from Mr***'s bank, indicating that Mr***'s payment of $29,had been rejected by Mr***'s bankUpon receipt of this information, Coinbase did not deliver the bitcoin to Mr***The $29,USD remained deposited separately in Mr***'s Coinbase wallet
On May 13, 2015, Coinbase Support provided a complete overview of Mr***'s matter, informed him that his purchase was reversed by his bank due to insufficient funds, and reiterated why Coinbase did not accept alternative methods of payment for his bitcoin orders once Mr***'s ACH transfer was initiated on May 6,
After erroneously claiming that Coinbase had promised that his purchase orders would successfully process, Mr*** withdrew all funds from his Coinbase account and filed his complaint with the Revdex.com later that day
Conclusion
Coinbase strives to provide its customers with a positive, high quality user experienceHowever, Coinbase cannot be held liable for errors committed by users that prevent Coinbase from providing its servicesIn this case, Mr***'s transaction did not clear due to Mr***'s failure to maintain a sufficient balance in his bank account when he initiated his purchases of bitcoin on May 6, While Coinbase acknowledges Mr***'s realization of this error and attempts to correct it, Coinbase repeatedly informed Mr*** that once his ACH transfer through its Conversion Service had been initiated, the success of his transaction was contingent solely on his bank clearing the ACH transfer, and not on any alternative payment methodsContrary to Mr***'s assertions, Coinbase never guaranteed that his transaction would clear, but rather confirmed that the purchase was subject to there being no "issues" with the ACH transferCoinbase properly credited Mr***'s USD Wallet for his successful wire deposit on May 11, and, upon receipt of an insufficient funds notice from Mr***'s bank, canceled the unsuccessful bitcoin orders
Coinbase understands that while its Conversion Service bitcoin purchase procedures are necessary to prevent potential abuse by bad actors, they can potentially be frustrating for Coinbase usersCoinbase looks forward to working with Mr*** to reach an amicable resolution to this matter
Initial Consumer Rebuttal /* (2000, 8, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Coinbase made a settlement proposal to me, offering to provide compensation without admitting liability, which was satisfactory

Complaint: ***I am rejecting this response because the issue has yet to be resolved.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have not been informed of how I violated Coinbase's terms of serviceIn the months I've been using Coinbase I've only made a handful of transactions: A transfer of approximately bitcoin to a Coinbase vault from my bit.ly account, a series of small $transactions in the course of a school project on bitcoin for small business, a sale of bitcoin to my personal checking account, a purchase of $1,in litecoin, a transfer of that litecoin into ethereum using Coinbase's USD wallet, two $3,purchases of ethereum, and a gift of $in ethereum to the friend who gave me a tip to purchase ethereum in addition to bitcoinNothing I've done is in any way a violation of their terms of useI use cryptocurrency as solely an investment venture, like most of Coinbase's customers
I'm more than willing to provide documentation from my professor, the students in my group, and anything else regarding any and all of my Coinbase transactions including the page analytical report on the costs and benefits of bitcoin for small business
Even the closing of my account was mishandledI'm prompted to transfer the balance of all my accounts, but Coinbase will not allow me to withdraw the balance of my LTC or USD walletsThere is a message on the closed account page to contact ***, but when I try and do so, I receive an automatic reply that direct emails to *** are no longer acceptedI attempted to create a new call ticket from the company's support website, but I'm unable to do that either because they've closed my account and to create a new call ticket I need an active accountThroughout the two week process since my account was frozen, I never once received any communication that wasn't an automated response from Coinbase
All things considered, I'm more than happy to take my business elsewhere, but others should be aware of the terrible support and lack of transparency that this company has a long history of (see www.reddit.com/r/coinbase for hundreds of terrible support experiences)
Sincerely,*** ***

Complaint: ***I am rejecting this response because:Wrong You guys did not remove the same amount of bitcoins Instead you guys removed the same dollar amount There is a difference The transaction was for BTC, in the amount of $ What was removed from my account on July was BTC The difference should be credited back to my account around BTC You removed bitcoins from my account that were purchased and paid for by me Sincerely,*** ***

Complaint: ***I am rejecting this response because:The Issues revolving around my phone numbers started from your servers, this is nothing that I started or messed upWhy is it ,as a Customer of your business , I am personally being punished because your systems messed up my accounts two factor authentication? There by severing all security I had in place, this isn't something the consumer should be tasked with fixingAfter making a purchase from my phone, proving I had access for the associated phone #, the next day your system starts sending to a seperate number that is active and I do not have possesion ofCompletely comprimising my accounts security for the last 2-months all the while with your company telling me this is something that I have to fixMy refusal to go through the account recovery process stems from my lack of faith in your systems ability to properly adress the actual issue with my caseYour servers initiated this switch, your servers did this without MY consent, your servers did this without YOUR knowledge, there is zero faith on my behalf of your businesses ability to properly address the issues your company is throwing in MY lap.Sincerely,*** ***

Hi Mr***,
Thanks for writing inWe emailed you on 7/informing you of your eligibility to reinstate the transactionWe asked that you "reply to the email with your written confirmation" to authorize the charge from your Wells Fargo accountWe have yet to receive your written authorizationPlease respond to that email with your authorization so that we can proceedThank you!