Consumer complaint received 2018-01-08
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Hello, I have been locked out of my GDAX account with no explanation/reason since XX/XX/XXXX with $ xxx, xxx worth funds being held hostage. I have no visibility/access to my funds inside the account. 

I see the following message when I try to login to my GDAX account : " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX ''. 

I have been trying to reach customer support by phone and email since XX/XX/XXXX but I have n't received any response or resolution. I have spent more than 20 hours on the phone trying to connect to a phone support ( XXXX ( XXXX ) XXXX ). The call takes 2 hours to connect an agent. I was able to connect to a real person twice ; But both times, I was asked to be on hold and they hung up the call. 

I CAN LOGIN to coinbase account, where my " Buys are currently disabled '' and " Sells are enabled. 

I CAN NOT LOGIN to my GDAX account. Also, all my funds have been transferred from coinbase to GDAX and hence, there is no access to my funds for the past 3 weeks. 

When the error says '' Trading functionality is temporarily suspended '', I should at least be able to login and see the my funds. I have absolutely no visibility of my funds inside the account. 

I submitted so many requests by contacting coinbase support. 6 of my tickets were closed with out even responding to me. I have an active case listed below, even for which I have n't got any update on. 


Coinbase Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST The case was closed by the coinbase team with no resolution. 

Coinbase Case ID : Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST Email thread for Case ID : XXXX XX/XX/XXXX XXXX Hi, I see the following message on my GDAX account. Could you please look into the issue? Thanks, XXXX " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Thanks, XXXX XX/XX/XXXX XXXX Hi, I see the following message on my GDAX account. Could you please look into the issue? Thanks, XXXX " Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Thanks, XXXX Coinbase customer support : XX/XX/XXXX XXXX Hello, and thanks for reaching out. 


Ive taken a look at your account and it appears that you are not currently eligible to create a purchase order. This restriction may have been applied in error. 


Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly. 


You will receive a notification email if were able to restore your purchasing ability. Please note that while these reviews are typically completed within 4-5 business days, it can sometimes take longer depending on our current case volume. 


For security reasons, Coinbase can not guarantee eligibility for every account. If your account has experienced chargebacks in the past this, as an example, can impact your eligibility. 


Thank you for your patience and understanding as we complete this review. 


XX/XX/XXXX XXXX Hi, I am unable to login to my account from yesterday after placing a buy order for LTC . 

I get the following error every time I click on sign in button. 

" Attention required! Trading functionality has been temporarily suspended on your GDAX account. In order to restore trading functionality, please contact XXXX '' Please fix this ASAP. 

Thanks, XXXX XX/XX/XXXX XXXX XXXX, Any update on the case? I am unable to login to GDAX for the last 3 weeks and my funds are held inside. 
Kindly, resolve this ASAP. 

Thanks, XXXX -My ID ( Driver 's License ) is verified on coinbase. 
-My picture ID verified on coinbase. 
-My bank account is verified on coinbase. 
-I also have verified withdrawals from coinbase to my bank account. 

Coinbase customer support said that it would take 4-5 days to resolve the issue ( on XX/XX/XXXX ). But I have n't had any resolution from more than 3 weeks. 

I have had no explanation nor reason for this error and my funds are being held hostage with no visibility Since XX/XX/XXXX.

Company response to consumer: Closed with explanation