Consumer complaint received 2021-10-25
Company: Coinbase, Inc.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
On XX/XX/2021 I was locked from access to my money during a high-volume trading session. I have the event recorded and screenshots. The Coinbase website locked my money and would not let me make any transactions. However! Other customers were able to secure a favorable position. This shows me it was not a global problem and my account was singled out. 

I lost XXXX XXXX SHIB one transaction and XXXX XXXX SHIB on another ( both recorded ). 

I contacted customer service and they did not help. Refund the transaction or money lost. 

Link to the video/screenshot evidence so everyone can see. 

https : XXXX? usp=sharing -- Fri, XX/XX/XXXX, XXXX XXXX to Coinbase Okay. I mean that sucks because it wasn't a global outage. It was a targeted outage. You can clearly see from my photos/videos. I was locked out while others were able to still remain active. Please don't turn into XXXX and start selecting certain people to lockout during profitable times ( I left that platform after they did that to me the first time ). I'll keep recording the interactions to keep you guys honest because I want you all to succeed. If it's a normal ( GLOBAL ) outage that can't be avoided. But if it's a targeted outage, that suggests behavior that should be watched and reported. You should at least return the fee for that transaction as it didn't execute as a part of your policy. I understand for technical reasons or glitches it may the order may not fire. However, you are stealing from your customers every time they PAY for an order and it's not executed to expectation. It's like if you order a hamburger and got it 5 years later. You didn't receive it as advertised, it wasn't in the condition you ordered it, it didn't match the picture that was advertised. 

I would have NOT given up my shib position if I knew I was going to be locked out. But there was no warning, there was no additional option, no slippage notification. Nothing. I was just trapped for 30 minutes while I lost my position. 

You as customer support send this to your manager and ask this. If this happened to you, is the corporate response that was provided in the last email fair and good policy? If this ever happened to you. What solutions would you like to be implemented? Please, don't be a tool of the greed of today. Remember that we are all people and we want to be treated fairly. I'm not asking for a handout. I'm just asking to receive that service that I paid for. 

Remember this message next time you are wronged in a service setting. 


On Fri, XX/XX/2021 at XXXX XXXX Coinbase Support XXXX wrote : Hello, Thank you for contacting Coinbase Support and I am very sorry for the trouble you experienced while our services were unavailable. I completely understand your frustration. 

Per our User Agreement ( https : //www.coinbase.com/legal/user_agreement ), although we will strive to provide all customers with continuous operations, we do not guarantee continuous access or that there will be no delays, failures, errors, omissions or loss of transmitted information, nor do we guarantee that any Order will be executed, accepted, recorded, or remain open. 

We continuously work to make our services better, more reliable, and learn from these outages. 

Thank you, Coinbase Support ref : XXXX : ref

Company response to consumer: Closed with monetary relief