Consumer complaint received 2018-06-08
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
This is a complaint regarding Coinbase ( www.coinbase.com ). On XX/XX/XXXX, my Coinbase account was restricted. At first I thought it was no big deal and I appreciate the security, but it's been almost two months since the account was locked/restricted. When calling their customer support line, they say a specialist needs to look into the matter, but that's all they can do over the phone. Here 's the case history : Open Case ID : XXXX Updated : XX/XX/XXXX XXXX PDT Created : XX/XX/XXXX XXXX PDT XXXX ( Coinbase ) XX/XX/XXXX XXXX Hi there, Wed like to confirm that several transactions on your Coinbase account were authorized. I tried reaching you earlier today by phone, but wasnt able to get in touch. Can you please suggest a time when we could call you to discuss the transactions? 


I apologize for any additional frustration this may cause. 

<Name Redacted> XX/XX/XXXX XXXX I get this message when I navigate to BTC/USD -> Deposit -> Coinbase Account -> BTC Wallet, and enter a value of 1 : You are currently unable to send Bitcoin. Please contact support. 

The same happens when I try to transfer Etherum as well. 

<Name Redacted> XX/XX/XXXX XXXX Any update? Here are some screenshots if that makes things any easier. 

<Name Redacted> XX/XX/2018 XXXX I was trying to reply to an existing case and it created a new one instead. My apologies. I'm having trouble transferring Bitcoin from my Coinbase account to my XXXX account. I also can't sell my Bitcoin on Coinbase. 
Attachments | XXXX <Name Redacted> XX/XX/XXXX XXXX I'm also attaching a screenshot from XXXX Attachments | XXXX XXXX ( Coinbase ) XX/XX/XXXX XXXX Hi, <Name Redacted>. 


Thank you for contacting Coinbase Support. Im sorry to hear that youre unable to transfer cryptocurrency. Let me look into this. 


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. 


Let me know if you have any other concerns.

Regards, XXXX  <Name Redacted> XX/XX/XXXX XXXX Hello, I will be available the rest of today, XXXX - XXXX, XXXX. XXXX - XXXX from XXXX XXXX   pacific time through the evening. Do these times work for you? 
Thanks, <Name Redacted> <Name Redacted> XX/XX/XXXX XXXX Hi XXXX , You sent this following message on XX/XX/XXXX. Are you still working this case? 

Thanks! 

XXXX XX/XX/XXXX XXXX Hi there, Wed like to confirm that several transactions on your Coinbase account were authorized. I tried reaching you earlier today by phone, but wasnt able to get in touch. Can you please suggest a time when we could call you to discuss the transactions? 


I apologize for any additional frustration this may cause. 

<Name Redacted> XX/XX/XXXX XXXX I received this message from " XXXX '' in XX/XX/XXXX: XXXX XX/XX/XXXX XXXX Hi there, Wed like to confirm that several transactions on your Coinbase account were authorized. I tried reaching you earlier today by phone, but wasnt able to get in touch. Can you please suggest a time when we could call you to discuss the transactions? 


I apologize for any additional frustration this may cause. 


I'm hoping this can be resolved soon so I can access my bitcoin! 

<Name Redacted> XX/XX/XXXX XXXX I really want to rebalance my portfolio but I can't with this restriction in place. Can the specialist resolve this ASAP? If a phone call is needed, please let me know a time that would be best. 

Thanks <Name Redacted> XX/XX/XXXX XXXX Hello? 

<Name Redacted> XX/XX/XXXX XXXX Anyone??

Company response to consumer: Closed with explanation