Consumer complaint received 2018-05-08
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
I use coinbase. i did a transaction for {$220.00} on XX/XX/XXXX. other transactions went thru, just not this one .Below is all the correspondence and account info with Reference numbers Thank you for any help. 


Thank you for contacting Coinbase support. 

I apologize for the delay in responding to your email and for all the trouble. As we experience rapid growth, we are also experiencing a high volume of support requests and and are trying to get through them as fast as we can. 

I understand that your case has been open for quite a while, and I just wanted to follow up with you to make sure everything is resolved. 

If you are still experiencing any issues, please let me know and Ill be more than happy to take a look into it thoroughly. 

For more info or question please visit our support website : https : //support.coinbase.com to find the best answer real quick or contact our Coinbase Phone Support # XXXX Best Regards, XXXX XXXX | Customer Service Professional How satisfied were you with the quality of service we provided today? 

Poor | Fair | Good | Great On XX/XX/XXXX at XXXX PST XXXX XXXX <XXXX> wrote : It has  notbeen resolved the money has not arrived at my bank In a message dated XX/XX/XXXX XXXX XXXX Central Standard Time, XXXX writes : On XX/XX/XXXX at XXXX PST XXXX XXXX <XXXX> wrote : It has not been resolved the money arrived at my bank In a message dated XX/XX/XXXX XXXX XXXX Central Standard Time, XXXX writes : On XX/XX/XXXX at XXXX PST " Coinbase Support '' <XXXX> wrote : Hi there, Thanks for contacting Coinbase Support, and our sincere apologies for the delayed response. 

We have received a significantly increased number of requests recently, and are working hard to reply as quickly as possible. 

In many cases, difficulty with many transactions are resolved before we have time to review your account. 

If you have a question about your digital currency transaction or your Coinbase order, or difficulty with adding or using a payment method, I encourage you to review our support documents for these topics : https : //support.coinbase.com/XXXX https : //support.coinbase.com/XXXX If your concern has already been resolved, were happy to hear it. We apologize for the delay in responding, and are working to improve our response times moving forward. 

If youre still having difficulty, please reply to this email and our team will assist you as quickly as possible. 

Thank you for your patience, and we look forward to helping you. 

Thanks, Coinbase Support Thanks, XXXX On XX/XX/XXXX at XXXX PST " Coinbase Support '' <XXXX> wrote : Hi there, Thanks for contacting Coinbase Support, and our sincere apologies for the delayed response. 

We have received a significantly increased number of requests recently, and are working hard to reply as quickly as possible. 

In many cases, difficulty with many transactions are resolved before we have time to review your account. 

If you have a question about your digital currency transaction or your Coinbase order, or difficulty with adding or using a payment method, I encourage you to review our support documents for these topics : https : //support.coinbase.com/XXXX https : //support.coinbase.com/XXXX If your concern has already been resolved, were happy to hear it. We apologize for the delay in responding, and are working to improve our response times moving forward. 

If youre still having difficulty, please reply to this email and our team will assist you as quickly as possible. 

Thank you for your patience, and we look forward to helping you. 

Thanks, Coinbase Support Thanks, XXXX On XX/XX/XXXX at XXXX PST XXXX XXXX <XXXX> wrote : Hi there, XXXX XXXX Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. 
Thank you for your patience. 

On XX/XX/XXXX at XXXX PST " Coinbase Support '' <XXXX> wrote : Hi there, XXXX XXXX Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. 

Thank you for your patience. 


On XX/XX/XXXX at XXXX PST XXXX XXXX <XXXX> wrote : The currency was from coinbase to my bank account not my email This is the reference code XXXX In a message dated XX/XX/XXXX XXXX XXXX Central Standard Time, XXXX writes : On XX/XX/XXXX at XXXX PST " Coinbase Support '' <XXXX> wrote : Hi there, Thanks for contacting Coinbase support. 

Unfortunately, digital currency transactions using most blockchains are irreversible, meaning once they are sent there is no way to reclaim funds. 

If you sent digital currency from your Coinbase account to an email address by accident, your funds will be returned to you in 30 days if the funds remain unclaimed. If the email address has not already been claimed, you could do so to ensure the funds are returned to you. 

I hope this information helps. Thank you for using Coinbase. 


On XX/XX/XXXX at XXXX PDT XXXX <XXXX> wrote : Hello on XX/XX/XXXX I was being sent the money to my account. it never got there the case number is # XXXX and # XXXX and # XXXX never got a response from either Ty for any help On XX/XX/XXXX at XXXX PDT XXXX <XXXX> wrote : Transaction started XX/XX/XXXX. Made another withdrawal of XXXX that one came thru. Yet the larger one didnt. Ty again for any help On XX/XX/XXXX at XXXX PDT XXXX <XXXX> wrote : XXXX has not arrived at bank {$220.00} but XXXX did {$15.00} Ty for any help On XX/XX/XXXX at XXXX PDT XXXX <XXXX> wrote : XXXX was never deposited to bank started XX/XX/XXXX On XX/XX/XXXX at XXXX PDT XXXX <XXXX> wrote : XXXX I had given the wrong email address. XX/XX/XXXX was the withdrawal date. bank doesn't show it Ty for any help This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.com/XXXX   https : //support.coinbase.com/XXXX https : //support.coinbase.com/XXXX Thank you again

Company response to consumer: Closed with explanation