Consumer complaint received 2018-01-21
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Problem : I am not receiving the Secondary Verification Email so am unable to move coins to wallet. The Coinbase system requires verification via 2 emails before it allows removal of coins from XXXX XXXX to XXXX XXXX. At moment I have 2+ XXXX stuck in the vault and XXXX of XXXX also stuck in a vault.

Narrative XX/XX/XXXX I set up a XXXX and XXXX vault verified using the Secondary email address.

XX/XX/XXXX as a test I transferred some XXXX in the vault and back out again where the Secondary Verification Email was sent to the address in question and used for verification.

Assuming all was working fine I then transferred all my XXXX holding from Wallet to vault.

XX/XX/XXXX I attempted to make a withdrawal out of the XXXX vault to my Coinbase wallet as I wanted to make a transaction.XX/XX/XXXX I hadnt received the Secondary Verification email, so I assumed the system was busy, so I cancelled the transfer.

XX/XX/XXXX I tried to make 2 withdrawals but again had the same issue. Not receiving Secondary Verification email to enable me to verify transfer.

XX/XX/XXXXI contacted Coinbase support via email and received an initial automated response giving general advice on the vault service and then a follow-up mail from Coinbase re-iterating the advice in the automated emails.

I responded that the advice wasnt addressing my issue regarding not receiving the Secondary Verification Email.

I try to telephone Coinbase base but give up after holding for 27 minutes XX/XX/XXXX Receive response from Coinbase saying it maybe a spam issue and to add Coinbase to safe senders XX/XX/XXXX. I added Coinbase to safe senders as requested and try to withdraw again. I still do not receive the Secondary Verification Email. I email Coinbase support telling them I still am not receiving the Secondary Email 1XX/XX/XXXX Coinbase support responds asking me to check my spam folders. I respond saying I have checked and my spam folders are empty ( I send screengrab to show this ). I request we move on beyond the Spam.

I call Coinbase support and explain it is not spam issue as I receive some types of email on the Secondary Email address ( receive new device confirmation, but not Secondary Verification emails or Reports ) they say they will request a specialist to look into it and get back to me.

Coinbase send me a generic working with specialist to address email in response to telephone call.

Tried XXXX withdrawal. Do not receive Secondary Verification email for this other vault either. So now can not withdraw from XXXX vault either ( Initially, this had worked, I previously received Secondary Verification email, now it doesnt work anymore ) XX/XX/XXXX Coinbase support responds to email thread that they are working with a specialist to resolved this and will follow-up as soon as they have an update XX/XX/XXXX I havent heard anything back from Coinbase Support, so I request an update via email XX/XX/XXXX Coinbase support responds with generic support volume and Vault information.

I respond re-iterating that I am not receiving the Secondary Verification Email and attach correspondence to that date and telling Coinbase if not resolved by XX/XX/XXXX. I will make a formal complaint Coinbase respond that they will forward my case to a Subject Matter Expert who will get back to me shortly.XX/XX/XXXX Try more withdrawal attempts. Still not receiving Secondary Verification Email for XXXX or XXXX vault.XX/XX/XXXX Still awaiting Coinbase to contact me and resolve.

Company response to consumer: Closed with explanation