Consumer complaint received 2021-05-02
Company: Coinbase, Inc.
State: KY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/2021 I attempted ach deposit from my checking account at XXXX XXXX, XXXX, XXXX To coinbase ( pro ) I have used coinbase almost XXXX years & coinbase pro nearly a year with scores of successful transactions. This is not an error on my part. ( Coinbase & coinbase pro are connected & same company. The pro version is cheaper transaction fees but not as user-friendly & easy for beginners as regular coinbase but transfers between the two are immediate & free of cost so buying, selling & transferring is more reasonable on pro version & /but for holding assets ( semi ) -long-term its easier on coinbase regular to track & research coin ). On coinbase pro if a bank account is linked for ach deposit I believe when one is made their system can verify if sufficient funds are available then ( usually ) within seconds it will say " success, you can trade immediately while we wait for your funds you can withdraw in XXXX days '' & usually in approximately XXXX business days the withdrawal from bank account will show in bank balance. On XX/XX/XXXX my {$400.00} usd deposit showed " PENDING XXXX' on coinbase pro & it never changed. ( After a month or so they added a 2nd {$400.00} deposit transaction for that day to the transaction ledger on coinbase pro stating " successful or complete '' I first got an email stating insufficient funds for the {$400.00} deposit. I tried a {$200.00} deposit minutes later same day. Same thing. But the {$200.00} never left the bank. The {$400.00} DID! I've got pictures & paperwork from my bank. Then I noticed an email saying " your available balance..deposit success blah blah.. ) I followed the email link it took me to reg coinbase transaction history ( linked with pro ) it showed XX/XX/XXXX {$400.00} deposit " complete '' on pro still showed " PENDING '' by then I had already submitted a support/help request # XXXX. Since then I submitted several more & I got email stating consolidation of requests to # XXXX. Ok. I've emailed XXXX times with thousands of words, pleas with concern. Usually auto-bot emails come from coinbase to me. No human response. XX/XX/XXXX I finally get an email that had a little human quality to it but indicated my case had not been examined thoroughly & /or plain ole stole from me & /or don't care. The email was completely in accurate. It said on XX/XX/XXXX I made a couple deposits amounting to {$400.00} which one was insufficient & I was " credited " NO. I WAS NOT. I immediately emailed back ( several times since ) but still no response. None at all now & since then. It's obvious if someone didn't intentionally take my money then that one email sender could not have spent more than XXXX seconds hurriedly scanning the situation because they were WRONG & are completely neglecting their duties & obligations. Every time I have deposited usd to coinbase/ pro I would immediately buy what I was after. There was Nothing bought with that {$400.00} supposedly deposited on XX/XX/XXXX EVER. my usd balance was NEVER " credited " nothing was credited. Not to me. I work. Approx XXXX hours for {$400.00}. I've spent hours now messaging coinbase.

Company response to consumer: Closed with explanation