Consumer complaint received 2018-02-27
Company: Coinbase, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
Wire Transfer Fraud / Gross Negligence Timeline : -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Transferred via wire {$11000.00} USD to Coinbase ( Account # XXXX at XXXX XXXX XXXX, Routing # XXXX ) from my financial institution. Included in the wire transfer 's " recipient special instructions '' was the special code exactly as stated in Coinbase 's instructions to allow it to be credited to my Coinbase account. As of XX/XX/XXXX, the funds have never been credited to my Coinbase account, nor returned to my financial institution through any method ( wire, ACH, etc. ) -- -- - [ [ [ XX/XX/XXXX and XX/XX/XXXX ] ] ] -- -- - Called Coinbase multiple times, only to be told that they can't resolve any issues like this on the phone. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Opened a case in Coinbase 's issue system about a missing wire transfer. No response. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Sent another message to Coinbase regarding the missing wire transfer. No response. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Sent fifty-two ( 52 ) more messages to Coinbase regarding the missing wire transfer. All of these messages show up in their case management system online. Still no response. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Received message claiming high support volumes, and how my {$11000.00} issue was of low priority to them. Apparently, according to this message, forgotten passwords were of highest priority, and are more important than {$11000.00} in cash gone missing for nearly a month. Also, the next highest priority tier of things included " limit increase requests, '' which I had requested and since then already received. On that same list were " referral bonus inquiries '' and " general questions '', which means that they're treating my {$11000.00} problem as lower priority than all of these. 

-- -- - [ [ [ XX/XX/XXXX ( same day ) ] ] ] -- -- -Responded to their message within 2 minutes of receiving it. No response ever since. 

-- -- - [ [ [ Early XX/XX/XXXX ] ] ] -- -- -Called XXXX XXXX XXXX and confirmed that Coinbase received my wire transfer on XX/XX/XXXX, and that it was credited to their bank account that same day. Was told to talk to my financial institution and ask them to send a message to Coinbase through the bank wire messaging system.

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -At my request, my financial institution sent a message over federal wire to Coinbase asking for the funds to be returned in full. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Called my financial institution to follow up on request. Still no response. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] ] -- -- -Filed a complaint by email with Coinbase 's bank 's compliance department ( XXXX ) informing them of the details of this long-standing problem. No response since. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] ] -- -- - Called Coinbase 's bank and asked the status of the return. They told me they had sent the message on to Coinbase but had not received a response from them at all. Called my financial institution and asked them to send a message to Coinbase through the federal wire system every dayuntil they get a response. I informed their bank ( XXXX XXXX XXXX ) that these messages would be coming, and they agreed to forward every message on to Coinbase. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - I receive an email from the company stating that I'm receiving a fee refund of a 0.05 % difference between charged and stated fees. BUT MY MUCH LARGER PROBLEM PROBLEM STILL GOES IGNORED BY THIS FRAUDULENT COMPANY. 

-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Fed up, I file a complaint with the Consumer Financial Protection Bureau including all details above. Funds are still missing, and there remains no response to my many messages. I'm getting very close to filing a punitive class action lawsuit. I know I can't be the only victim of this grossly negligent company.

Company response to consumer: Closed with explanation