Consumer complaint received 2017-11-01
Company: Coinbase, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
My COINBASE account got locked on XXXX with no reason specified properly. 


XXXX Email to Customer Support ) Tue, XXXX XXXX, XXXX at XXXX PM - " My Name is XXXX XXXX, my account is disabled temporarily. 
Why is account disabled? 
I had placed a transfer request as well for XXXX, that is also kept on hold. 

Why are you doing this? It is my account ( XXXXXXXXXXXX ) and I can do anything that I wanted from my account. Moreover, you guys steel of money by charging hefty on the customer for using the platform to buy and sell coins. I found better platforms who provide much better service and charge less. 

Let me transfer XXXX and XXXX I bought. After that I will close my account. I had enough of you. '' XXXX Email to Me ) XXXX XXXX, XXXX XXXX XXXX XXXX - " Hi there XXXX XXXX Thank you for reaching out to Coinbase customer support. 

We are sorry for any inconvenience this has caused you. 

Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. 

You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within 4-5 business days, it can sometimes take longer depending on our current case volume. 

For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. 

Thank you for your patience and understanding as we complete this review. '' XXXX Email to Customer Support ) XXXX XXXX, XXXX XXXX XXXX XXXX XXXX replied : Hi, What do you mean by " can impact your eligibility. ''? 
Your e-mail does n't make any sense to me. I am not asking about my purchasing ability. 
Restore my account as soon as possible. Let me just transfer my XXXX and XXXX to other exchange account. 
After that do what ever you want to do with my account, I do n't care. 




XXXX Email to Me ) : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX replied : Hello again XXXX XXXX I apologized for the confusion from the first email, Ive just checked your account and can confirm that your request to have the account restriction has been properly escalated. 

We have been experiencing a high volume of escalated cases recently and would like to thank you for your understanding and your continued patience while we review your account. 

If your request is cleared, well send you an email. 

If you need any additional assistance in the meantime, please let us know. 



XXXX Email to Customer Support ) Fri, XXXX XXXX, XXXX at XXXX PM Hi, How many more days are you going to take to resolve the issue. 
I do n't understand whats going on? 

When will my account be enabled to login? I need specific time line. 


Regards, XXXX XXXX XXXX XXXX Email to Me ) Tue, XXXX XXXX, XXXX at XXXX PM : XXXX : My account is disabled temporarily, unable to login Coinbase | XXXX XXXX, XXXX XXXX XXXX Thank you for submitting your request. Due to increased volume it XXXX take several days to receive a response. 

If you suspect that your Coinbase account has been compromised, please submit a request and select the Hacked account category. 


Tue, XXXX XXXX, XXXX at XXXX PM ( Email to Customer Support ) : Hi, How many days is it going to take to make my account active? 
It has passed almost 20 days and nothing has happened. I am started to get nervous about this. 
Can you please provide correct response and appropriate XXXX on this? 



-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I lost patience waiting for update. I had already read lot of post on about this thing happening. I feel coinbase eventually never going to give access to my account and trap my money with them.

Company response to consumer: Closed with explanation