Consumer complaint received 2021-07-17
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
On XX/XX/2021, I signed up for Coinbase. This included linking my bank account and sending a picture of my ID to ensure that they could confirm who I was as an investor. My ID was verified and they sent me {$5.00} in bitcoin as part of a promotion. Another promotion available was to set up reoccurring buys of {$50.00} dollars or more and after the 2nd reoccurring purchase, I was supposed to receive another {$5.00} in bitcoin. 

I made those reoccurring purchases of {$50.00} on XX/XX/2021 and XX/XX/2021. 

On XX/XX/2021, I submitted a support request via the Coinbase website to request my {$5.00} bitcoin promotion. 

On XX/XX/2021, I received the following email " Hello there, Thanks for contacting Coinbase Support about your BTC reward. 
Here are some possible reasons you didn't receive your {$5.00} in BTC : -You need to complete full ID verification. Go to https : //www.coinbase.com/settings/account-levels and make sure youve achieved the top level of verification ( all green checkmarks ) -Your account didn't meet our compliance-related criteria ( duplicate and fake accounts are ineligible for this reward ) Once you meet the requirements above, you should be eligible to receive BTC rewards. 
Regards, Coinbase Support '' On XX/XX/2021, I responded via email stating that I checked their website which showed my verification was all green checkmarks. I never had a duplicate or fake account. 

On XX/XX/2021, I received the following email " Hi there, Thank you for your response. 
We understand your concern but please note that we are unable to manually review or credit the BTC reward that are not automatically paid out. If you have completed the steps as previously outlined, you should be eligible to receive the reward. 
We appreciate your understanding in this regard. Please let us know if there's anything else we can assist you with. '' On XX/XX/2021, I responded with the following email " Hello, just to confirm, even though I have stated that I have completed all of your requirements, you are stating that you can not in any way figure out why I am not getting paid properly, even though I have met all of your requirements? 
I find this unacceptable and request that someone with the authority to make decisions review and rectify this situation. I have followed the rules that your company stated for this promotion and request that I be paid in accordance with your own policies. 
I believe a fair amount of time to look into this and properly credit my account is by this Friday XX/XX/2021. Failure to do so will force me to pursue this further up to and including contacting the proper government agencies with purview of this matter. I await your response. '' Coinbase responded on XX/XX/2021 with the following email " Hi there, Thanks for reaching out to us. Our team is currently reviewing your account to find the best solution. We will follow up with you on the original email thread as soon as we have an update. 
Thank you for your patience. '' That was 12 days ago and I have not received any communication since.

Company response to consumer: Closed with monetary relief