Consumer complaint received 2018-02-14
Company: Coinbase, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I withdrew {$3100.00} to be sent from my Coinbase Account to my XXXX XXXX account. The estimated payment date ( given to me by Coinbase ) was XX/XX/XXXX. These funds, as of today XX/XX/XXXX, have yet to be transferred to my XXXX XXXX  account. Below is a timeline of the events that have occurred so far. 

XX/XX/XXXX : I filed a case with Coinbase to notify them that the funds still had not been transferred. 
XX/XX/XXXX : I receive an email from Coinbase that outbound wires could be delayed up to 5 days, and to try to give Coinbase as much details as possible about the case so that they could resolve issues in a more timely manner. I updated my case with as much information as possible. 
XX/XX/XXXX : I called Coinbase support and talk with XXXX, and they assured me they were working on all the cases as quickly as possible and there was nothing more that could be done to expedite the payment. After the phone call I received an email from XXXX confirming that Coinbase was working to get the case resolved. 
XX/XX/XXXX : I receive an email Coinbase that they had processed all the delayed outgoing wires and that they would mark my case as resolved, and if the funds had not yet been received that I should receive them within two days. I still had yet to receive the money. I have successfully transferred money between my XXXX XXXX account and Coinbase before, and my account has a verified photo ID so it is not possible that issues there caused the delay in payment. 
XX/XX/XXXX : I call Coinbase to follow up on email from XX/XX/XXXX and XXXX assures me that everything is being done as fast as possible to get he funds transferred, and that the case was properly escalated, meaning that I had to just keep waiting on Coinbase to get things right on their end. I receive a follow up email after this phone call to confirm. 
XX/XX/XXXX : I call Coinbase again, nothing has happened. I receive an email confirming that no case submitted after mine ( on XX/XX/XXXX ) will be resolved before mine. I find that hard to believe seeing that there was an email sent on XX/XX/XXXX said all these types of cases had been resolved. I am assured that everything is being done to get my payment transferred. 
XX/XX/XXXX : I call Coinbase Support again and speak with XXXX. XXXX informs me that my case had only been escalated to a level 8 ( prior to this I had been told tat my case was escalated as high as possible, and did not know there was a level system ) and she was going to move it to a 10 due to it being over a month since I was supposed to receive the funds. She sends me an email address that I can follow up with her personally on since the case was taking so long. 
XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. 
XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. 
XX/XX/XXXX : I email XXXX to see if she had heard anything back. She responds on XX/XX/XXXX saying that the case was still escalated. 
XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. 
XX/XX/XXXX : I email XXXX to see if she had heard anything back. No response. 

As of today, XX/XX/XXXX at XXXX CT I have still not received this wire transfer into my XXXX XXXX account.

Company response to consumer: Closed with explanation