Consumer complaint received 2018-01-10
Company: Coinbase, Inc.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
CoinBase ( XXXX XXXX XXXXwww.coinbase.com ) is proving to be completely untrustworthy. In my case I sent some bitcoin from another wallet to my CoinBase ( CB ) wallet on XX/XX/XXXX. The amount sent to the CB wallet was : XXXX It showed up in my dashboard at CB almost immediately. It was " pending '' as it can usually take up to a few hours to get confirmed and be officially available to me in my CB wallet. 
The problem is that it never confirmed. The protocol is for 6 confirmations to occur before it 's available to an end user. The block chain created for the transaction never got a single confirmation ( 0/6 ). It was like this for a week. During this time I called them on XX/XX/XXXX and actually got a CB support rep on the phone. She informed me that it was likely just because of the high volume that had occurred around the beginning of XX/XX/XXXX.  She said there was nothing she could do, and that I would just have to wait for this to confirm and clear. I said I would wait the weekend and I expected it to clear over the weekend. This of course did not happen. 
Starting the next week on XX/XX/XXXX. What then would happen is the block chain transaction would disappear. Meaning the tracking hash and the entire transaction was now just gone. It still showed up as pending in my dashboard, but the transaction on their system was gone. 
However, it then showed back up a day later. It showed as a brand new transaction on the block chain and again with 0/6 confirmations. 
It did this at least a dozen times. Disappears, then reappears as a brand new transaction with no confirmations. 
I reached out to support a few times in panic. I was about to lose apx {$600.00} right before XXXX. Of course a single father can not afford to lose this. 
The support request is : # XXXX Of course I provided many details to this case via email ( support@coinbase.com ) to show them exactly what was going on ( including screen shots, exact amounts, dates ). They never provided me with another support case number. 
The only replies I got back were canned replies that were not even close to anything that would help me. 
Fast forward to XX/XX/XXXX. The block chain disappeared again, but now for the last time. It 's never come back and it 's now not even in my dashboard as pending. It 's just GONE! 
It was NOT sent back to the original source. So it 's simply gone. I suspect CB has these funds as it 's the only party that could.

No additional help from them at all. Regardless of my many polite requests to please help me. I would accept almost anything, but nothing will be done to help me. They wo n't cancel it and send it back to the original source. They wo n't credit my account. They wo n't help me recover this money in any way.

I am one of what appears to be hundreds if not thousands of people that lost money via CB. Wires being sent and never getting their virtual currency, funds never clearing, fees being levied that are unreasonable, accounts being locked out and funds being frozen and the list goes on and on and on! Just read the XXXX sub for CB support. It 's insane. The amounts that we are talking here must be in the millions. My {$600.00} is chump change, but this is just out of control. 
I have proof of all of this.

Company response to consumer: Closed with explanation