Consumer complaint received 2020-11-20
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Coinbase has my bitcoin stuck in a " vault '' unable to be accessed by me. They have not responded to my numerous attempts at support. 

XXXX Situation : ============= On Tuesday XXXX XXXX, 2020 I tried moving Bitcoin from my Coinbase " vault '' account to my Coinbase " wallet '' account. The vault is a more secure account requiring authorization from two separate email accounts. I initiated the transfer. Emails were sent to both my email accounts. I successfully clicked " Approve Withdrawal '' from both email accounts as necessary. However, Coinbase only shows my primary email account as being approved rather than both email accounts leaving my money is stuck in the " vault '' unable to be used at all. 

This has been a known " bug '' or issue with Coinbase for several years and yet it still occurs. This is utter negligence and known by Coinbase who are not taking proper responsibility. See : XXXX : XXXX https : XXXX https : XXXX https : XXXX * Actions Taken : ============= - I immediately filed a support request with Coinbase on Tuesday XX/XX/2020 at XXXX PM PST. XXXX # XXXX - Transferring from XXXX XXXX To XXXX. 

- I sent an email to the general coinbase support at XXXX on Tuesday XX/XX/XXXX at XXXX pm PST with subject " Transferring from Vault to Wallet stuck on Pending Approval ''. They no longer check this email or accept support request through this email. 

- I immediately went to the internet looking for other users with the same issue and directly messaged users " u/coinbasesupport '' and " u/justin_coinbase '' on XXXX. Direct messages where sent on Wednesday XX/XX/2020 at XXXX UTC " Can't Transfer from Vault to Wallet Case # XXXX '' - Found the following thread with a similar user on XXXX and posted. 
XXXX : //www.reddit.com/r/CoinBase/comments/jvxlag/trying_to_transfer_money_out_my_vault_to_my/ - I called both the general and XXXX specific Coinbase phone support lines on Tuesday XX/XX/2020 at XXXX pm PST. The phone support is only if you are locked out of your account and they have absolutely no human support. Utterly useless to a customer in need. 

- I filed another support request with Coinbase on Wednesday XX/XX/XXXX at XXXX XXXX. 
XXXX # XXXX - Transferring from XXXX to XXXX stuck on XXXX XXXX - All of these support requests and attempts have resulted in no response or acknowledgment. All while my money is inaccessible to me. 


XXXX XXXX XXXX : =============== If this occurred in a normal legitimate bank such as XXXX XXXX, XXXX, or a local credit union they would be all XXXX this. Government and oversight agencies would hold them accountable. The same needs to occur for Coinbase. 

Not responding to customer requests in a timely manner when it comes to financial products is unacceptable. Not being able to talk with a human is unacceptable. 

Having a company know about this issue for XXXX years and still not address the issue or root cause is negligence and is actively harming customers.

Company response to consumer: Closed with monetary relief