Consumer complaint received 2018-08-17
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Since XX/XX/XXXX, I have been trying to work with CoinBase to regain access to my accounts so I can retrieve my cryptocurrency ( Bitcoin [ BTC ] /BitcoinCash [ BCH ] Ethereum [ ETH ] /LiteCoin [ LTC ] ) which I had purchased. I lost access to a previous email account, as it was a university account which was deleted. I couldn't reset the password on CoinBase for the university account, as any password resets were sent to the deleted email. After that, I tried to follow CoinBase 's FAQ for account migration ( Website : XXXX XXXX XXXX ). After doing all the appropriate steps, I reached out to them and didn't receive a reply. I have then contacted their customer service multiple times to no avail. The following is a timeline of what occurred : ( XX/XX/XXXX ) : First contact, completed FAQ to migrate accounts. One unrelated response from CoinBase thanking me for my feedback, when I provided none at all. 

( Late XX/XX/XXXX ) : Sent follow-up email regarding account migration and completion of FAQ. No response from CoinBase. 

( XX/XX/XXXX ) : Called customer service and spoke to " XXXX. '' He informed me that a " specialist would reach out to me shortly and help me fix my issue. '' XXXX stated that my account funds could be migrated from the previous email account to a new account, which I would have access to. After receiving an email from Coinbase support after the conversation, no one from Coinbase has reached out to me. Another support ticket was created for me at this time by " XXXX, '' who stated that they were " working with a specialist to review and finalize your balance transfer. We will follow-up as soon as the transfer is complete, or if we have any further questions. '' ( XX/XX/XXXX ) : Sent email reminder following-up on email from CoinBase specialist/information provided by XXXX. No response. 

( XX/XX/XXXX ) : Called customer service and spoke to " XXXX. '' She stated that my " request had been escalated appropriately '' and that I should expect a response. She also stated that she saw my history in trying to contact CoinBase and apologized for any issues I had. 

Simply put, I would like to have full account access to the lawful money I have invested in the cryptocurrency kept within CoinBase. I can not access a previous, deleted email account and have done the appropriate steps, per CoinBase FAQ, to migrate my account to an active account. 

In short : I would like my old, deleted account funds migrated to an active account. I was informed by CoinBase that this was possible, per XXXX. He informed me that this could be completed by taking the funds from the previous account and migrating them to a new account which I have access to. I have done all steps in the FAQ to prepare this second account for receipt of the funds, but nothing has occurred. Furthermore, customer service has been kind, but unable to assist me in my issues. CoinBase had reported that they had issues in XX/XX/XXXX, which is why I was understanding of their situation. But it has been over 6 months, and no improvement in customer service or my situation has occurred.

Company response to consumer: Closed with explanation