Coinbase

Complaint: [redacted] I am rejecting this response because: Please review the screenshot attached as far as a bug is concerned which concerns your company's support ticket updatesYour system seems to be marking tickets as updated while no update becomes apparentUnderlined with red within the screenshot, the last response was left by me on: Jul 08, 06:13PM Your ticketing system indicates however that the ticket was updated on: Jul 09, 09:22AM PDTNo response from your end is visible however, this is the 2nd time this ticket status has been updated without a visible response from your end Bugs such as these and not hearing a peep from support for extended periods of time such as weeks or more leaves customer such as myself no other option but to reject your response and suggestion to continue waiting on support At your earliest convenience, please resolve Case ID: [redacted] Further note:By default, the Revdex.com closes cases if customers don't accept or reject a reply from a business within days Usually when people reach out to the Revdex.com, they expect their issue to be solved prior to Accepting a Response and closing a Revdex.com requestI have purposely waited until today since I wanted to see if my case - which seems to require no more than a simply password reset - would be solved within days of opening this Revdex.com request, after me having already waited over weeks for coinbase support It has not been solved at allI am still at the same position and waiting for your company to reply and solve my support request and re-establish access to my account via password reset.Hereby, I would like to reject your response I'd appreciate if the issue was solvedI do not wish to wait any longer for your customer support This is becoming absurd The waiting times are simply unfair and unacceptableSince my ticket has still not been solved and remains open after a quite extensive waiting period of almost weeks, it appears that very little effort is being made from your end as far as proving customer service within a reasonable time period.I have waited almost weeks now for customer support to allow me to access my account again which I voluntarily locked for security purposes If I had known this would take or more weeks, I would have never clicked a link in an email to disable account sign-in.Note how after having patiently waited over weeks for your company to provide a simple form of initial communication - by an actual support rep - it is simply not satisfying to me that my support ticket still remains open at this point Further, I consider it quite rude to initiate communication with a customer without bothering to reply within a proper time-frame of 1-days which would be acceptable Are you going to help or are you going to pretend you are helping? Waiting weeks for customer support is simply unacceptable.Please be advised that the support ticket was opened by me on Jun 20th and it took until July 5th for your support representative to respond(timeline listed below) I have replied with the requested information within hours on July 6th It's July 10th, several business days later now and again, I have not received the courtesy of a response within a proper time frameCoinbase Support Timeline [Case ID: [redacted] ]:Support Requested via Ticket: Jun 20, 07:06AM PDTAutomated Ticket reply received: Jun 28, 01:52PM1st contact by actual support rep.: Jul 05, 07:14PM (which appears to have happened only after opening a Revdex.com case)I have replied to the support rep.: Jul 06, 05:32AM Jul 10, 2017: Ticket still open, no reply received since Jul 6As as tomorrow July 11, I'll be waiting weeks for a simple password reset so I can access my account and funds againFor the past weeks I have not been able to trade or use any of your service in addition I have been suffering financial hardship because of your companys' inability to solve a simple support request such as a password reset within a reasonable time-frame This should not have taken any business longer than days We are going on weeks now Considering that your company operates similar to a bank, stripping users complete access to their funds for or more weeks at a time while presenting them with horrible waiting times for any form of support is very poor business practice.I just want my case resolvedIt requires a simple password reset Does it have to take another weeks?Sincerely, [redacted] ***

Hi Mr [redacted] Thanks for writing inWe're sorry to hear about the trouble you're having with identity verificationWe've responded to your support ticket on 8/Should you require further assistance, please don't hesitate to reach out directly to that emailThank you!

Hello, We have removed the restrictions from your account and followed up with you in case # [redacted] Please respond to that support ticket if you have further questionsThank you for your time!

Hi Mr [redacted] Thanks for writing inA review of your account details shows that your issue was recently resolved by a member of our support teamPlease let us know if you still need help, and we would be more than happy to assistThank you!

Hello Mr [redacted] , I am sorry for the trouble you had with your account and also the delay in a customer support agent getting back to youWe have a heavy back log of emails that we are making our way through and it is slowing down our response times.Looking at your account we had a restriction applied that required you to upload your ID and self shotOnce this was done, it looks like the restriction was removed and the funds were deposited into your GDAX accountIf you run into any further trouble, please feel free to reach out to us in case [redacted] We can look into the matter further.Again, I am sorry for the trouble with your account and the delay in an agent responding 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 canWe've forwarded your information to our specialists who will review your account and update itThese reviews usually take 48-hours to complete, but can sometimes take longerShould you require further assistance, please don't hesitate to reach out directly to Case No [redacted]

Mr [redacted] Thanks for writing inWe would like to make clear your funds were not blocked at any timeYou may sign in and withdraw your currency at any timePlease note that blockchain currency (Bitcoin, Litecoin, Ethereum) must be withdrawn to an external wallet address

Hi [redacted] , Thank you for contacting CoinbaseSorry to hear about the trouble hereJust so we're on the same page, can you provide a bit more detail on the issue? If you have lost your password, please visit [redacted] to reset your password If you have issues with your 2-factor authentication, please visit [redacted] If you encounter issues with the process of account recovery, please respond with a detailed description of the error message you're getting Please note that account recovery can only be completed on a desktop or laptop computer (and not the mobile app)

Hi Mr***, Thanks for writing inWe're very sorry to hear about the issues surrounding 2-factor authenticationThe account recovery process is unfortunately difficult sometimesThis is not to keep you out of your account but to make it as secure as possibleDue to the nature of cryptocurrencies having irreversible transactions, we need to make sure it is difficult for attackers to bypass your security featuresThere is a hard balance between convenience and security, and we are constantly trying to increase both without sacrificing the otherIt looks like we responded to your support request on 7/If you still need assistance, please respond to that email and we would be more than happy to helpThank you for using Coinbase

Hi Mr***, Thanks for writing inWe're sorry to hear that you are seeing discrepancies in these transactionsWe'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 confusionShould you require further assistance, please don't hesitate to reach out directly to that emailThank 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 meThank you so very much for all your helpSincerely, [redacted]

Hello Mr [redacted] , I sincerely apologize for our inability to get to your support request in a timely mannerI have just followed up with you in support case [redacted] Please reply directly to that support ticket if you need any further assistanceThank you for your time and patience!

We contacted Mr [redacted] about his account in case: [redacted] Some funds were sent to his Coinbase walletThe funds took longer than expected to hit his accountUnfortunately, we have no control over the network and it does get overloaded on occasion which slows down the transactions and their completion timeHere is the information that was sent to the customer: Hi again,The bitcoin network has recently experienced its highest transaction volume in a single day, to dateAs a result, there is still a large backlog of unconfirmed transactions, and some transaction may have been dropped from the bitcoin network.There were at one point there were over 100,unconfirmed transactions waiting to be confirmed on the bitcoin networkTo put this in perspective, there are on average far less than 5,unconfirmed transactions on the network at any given timeThis is far higher volume than normal.In times of such high volume, it can take significantly longer for transactions to confirmUnfortunately, I can't offer a time frame as to when exactly then will confirmIt may take several more hoursI wish there was more we could do to speed it up, but as of now your transaction in in the hands of the bitcoin network.If your transaction no longer shows up in Coinbase, or the hash is invalid when you attempt to search it in a public block explorer, it's possible that your transaction was dropped from the networkIf that's the case, they should re-appear in the wallet they were originally sent from.If you still have concerns about your specific transactions, please supply the TXID (the hash) and I can take a closer look for you.Thanks for your understanding!

Complaint: [redacted] I am rejecting this response because:still not going to accept that response since you took more Bitcoin from my account than were actually initially purchased Regardless of the chargeback , I feel that is unnacceptable At this point, I don't know if anything else can be done to rectify the situation Sincerely, [redacted] ***n

Hi Mr [redacted] , Thanks for writing inWe're sorry to hear about the restrictions on your accountA member of our support team reached out to you on 8/21, and it looks like you confirmed that the issue has been resolvedShould you require further assistance, please don't hesitate to reach out directly to that emailThank you!

Complaint: [redacted] I am rejecting this response because : That still does not change the fact that I should have at least fullbutcoin in my account, but instead have only I would like the proper amount of bitcoins, returned to my account There being a chargeback shouldn't mean bitcoins I've purchased can be taken out of my account Sincerely, [redacted] ***

Hi ***, Thank you for contacting CoinbaseA member of our support team has responded to you in Case No [redacted] Please reply to that email if you need further assistanceThank you!

Hi Mr [redacted] , Thanks for writing inWe're sorry to hear about the issues with this transferWe checked with our payments team, and there is no deposit in the system that matches your Coinbase accountThe funds were likely returned or is stuck at some intermediary bankPlease have your bank run a traceSince SEPA transfers are a push-only type of payment, only a sending bank can effectively trace itPlease let us know if there's anything else we can do to help

Hi Mr [redacted] , Thanks for writing inWe're sorry to hear about the wireWe've emailed you several times, but have yet to heard back from youShould you require further assistance, please don't hesitate to reach out directly to that emailThank you!

Hi there, Thanks for reaching out to Coinbase support! We have been in contact with Mr [redacted] via internal support case # [redacted] I double checked on Mr [redacted] 's bank transfer refund for $and it looks like there was a slight delay with our system last week, but the funds were sent out from our bank account this morning, so Mr [redacted] should see those funds returned to him in the next few daysWe are very sorry for the delay in returning those funds to you, and please let us know if you do not see them in your bank account by the end of October 5thPlease let us know if you have any other questions and thanks for your patience and understanding with this