Consumer complaint received 2018-01-20
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
In summary, I have made a EUR withdrawal from Coinbase to an Irish bank account on XX/XX/XXXX and another withdrawal on XX/XX/XXXX. As at XX/XX/XXXX nothing has been received yet despite the transactions have a status of 'completed ' on Coinbase. 

On XX/XX/XXXX at XXXX GMT, I initiated a withdrawal of XXXX ( + XXXX banking fee ) from my Coinbase.com EUR Wallet. I was emailed by Coinbase stating that XXXX will arrive in my bank account by XX/XX/XXXX. The withdrawal reference is XXXX. 

On XX/XX/XXXX at XXXX GMT, I initiated a withdrawal of XXXX ( + XXXX banking fee ) from my EUR Wallet. I was emailed by Coinbase stating that XXXX will arrive in your bank account by XX/XX/XXXX. The withdrawal reference is XXXX. 

I have submitted two support tickets with all relevant details and screenshots. The case numbers are # XXXX and # XXXX. I have not received any direct response other than automated emails from Coinbase listing generic FAQ and support links. Please see their responses to date below. 

XXXX XX/XX/XXXX Hello there, I hope this email will finds you well. 

First of all I would like to express my profound gratitude for the patience of allowing us to work with you. I personally want to inform you that it is to our utmost desire to deliver service to you the most splendid way we could because you are the true source of our business. 

I apologize for the delay in responding to your email and for all the trouble. As we experience rapid growth, we are also experiencing a high volume of support requests and are trying to get through them as fast as we can. 

My name is XXXX from Coinbase Customer Service and this is email is aimed to address your XXXX transfer / Verification concerns, in case this does not answer your any of your concerns, please email back and if possible provide screenshots or mention any relevant information that can help us better understand your concern. 

If you are emailing us regarding XXXX verification issue, here are the steps to initiate a XXXX deposit are as follows : 1. Select Accounts on the left side of the page 2. Select EUR Wallet 2. Select the Deposit button at the top-right 4. Use the information displayed to initiate a XXXX transfer in euros from your bank account. It is important to include the Reference Number to ensure that your deposit is correctly associated with your Coinbase account. XXXX customers will need to make an International XXXX transfer, otherwise the XXXX number will be invalid as incorrect in length. 
5. Please only send deposits denominated in EUR. 

Your funds will appear in your account 1-3 business days after you send them. 

Please note : - Your total EUR Wallet balance can not exceed XXXX. Any excess funds will be sent back. 
- For your deposit to complete you need to verify an id and phone number in your Coinbase account. 
After the deposit has cleared ( usually about two business days ),  you are free to use your euros to make a purchase from the Buys page on Coinbase. 

In the event that you were able to complete the XXXX Payment Method verification and have tried doing XXXX transfer, this are the steps you might missed thats why your XXXX deposit was not credited. 

1. ID Verification not completed 2. XXXX is not yet added as your Payment Method 3. Ensure sender account name matches Coinbase account name 4. Ensure currency being sent is in Euros 5. Ensure Euro Wallet reference code ( XXXX XXXX XXXX ) is included in sending deposit Please confirm if your funds were not credited nor reversed, also if your deposit was credited on your account but your XXXX  payment method was not verified just reply to this email so I can manually check it on my end. 

For future reference you can visit https : //support.coinbase.com/ for more information. 
Were dedicated in delivering exceptional service to our customers and we are pleased doing business with you as one of our valued customer. 

Your experience is our out most priority to us so please do not hesitate to reply on this email if you need further assistance. 

For future reference you can visit https : //support.coinbase.com/ for more information. 

Thank you for using Coinbase. 

Regards, XXXX Coinbase Support ===================== XX/XX/XXXX Hi there, Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update. 

Thank you for your patience. 

===================== XX/XX/XXXX Thank you for submitting your request. Due to increased volume it may take several days to receive a response. 

Check out the following support articles to get your issue resolved more quickly. 

Account access and verification : Phone, XXXX XXXX, or Authy issues Tips to complete photo ID verification I want to change my country or state Raise my account limits Buying and selling : Verifying a credit or debit card How do I withdraw money to my bank account? 
How long does a buy take? 
Digital currencies : Pending digital currency transactions Where is my wallet address? 


Thanks in advance for your patience and support. 

XXXX XX/XX/XXXX Hello there, Thank you for bringing this up to us and I am so sorry for all the trouble that this has caused you. 

Please be advised that transfer may complete 1-2 business days. 

Make sure that the reference code is included, if by some cases that the reference code was not included. Please be advised that funds might not reach your wallet and the funds will be reversed after 3 business days. 

If after 3 business days the funds did not reflected on your Coinbase account or reversed please reply on this email and provide the complete transaction details together with the reference code. 

A screenshot of the transaction is greatly appreciated. Thank you. 

Your experience is our out most priority to us so please do not hesitate to reply on this email if you need further assistance. 

Should you have any concern, feel free to reach us anytime. We love to hear from you soon. 

You may also visit https : //support.coinbase.com/ for more information. 

Thank you for choosing Coinbase. 

Best, XXXX Coinbase support =====================

Company response to consumer: Closed with explanation