Consumer complaint received 2018-04-07
Company: Coinbase, Inc.
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
This is regarding case # XXXX at Coinbase ... they opened the case in XX/XX/XXXX but have never resolved it. Now I can not get to {$1100.00} that is in my Coinbase/XXXX account and they continue to create unauthorized charges to my account. 
XXXX On XX/XX/XXXX, Coinbase double charged the 4 most recent ( at that time ) transactions to my XXXX debit card in the USD amounts of {$220.00} ( original was XX/XX/XXXX ) {$100.00} ( original was XX/XX/XXXX ) {$100.00} ( original was XX/XX/XXXX ) and {$150.00} ( original was XX/XX/XXXX ). 

I called Coinbase immediately and they opened a case ( XXXX ). I sent screen shots of the duplicate transactions at their request. After several phone calls with Coinbase 's tier 1 support, I was finally told that this was XXXX XXXX fault and that I would have to work this out with my bank. My bank told me I needed to submit an unauthorized transaction form. I did that and my bank redeposited the funds to my account at the end of XX/XX/XXXX. 

I left my Coinbase account open thinking the issue had been resolved but removed my XXXX and XXXX XXXX debit cards and left my bank account attached to my Coinbase/XXXX accounts because Coinbase said there was no issue with bank accounts, only XXXX. ( XXXX is a trading site that is run by Coinbase. One account allows use of both sites. ) I never received notification from Coinbase that case XXXX had been resolved on their end or even looked at beyond tier 1 support. Their tier 1 support is unable to do anything other than answer phones and escalate cases. They had assured me that my case was escalated and would be handled by a specialist. I never heard from a specialist.

However, on XX/XX/XXXX, I received 4 emails from Coinbase, one for each of the double transaction charges. Because the charges were reversed, they locked my XXXX  account which has USD XXXX LTC XXXX ETH XXXX BTC XXXX ( total USD {$1100.00} ). 

Additionally, on XX/XX/XXXX, they withdrew 3 new charges in the amounts of {$230.00} {$100.00} {$150.00} These were not duplicate transactions. These amounts do not match anything in my Coinbase/XXXX history. They are random amounts and I have no idea where they came from. 

I called Coinbase about these transactions and submitted a screen shot of them as well as an email detailing all the history from XXXX, with screen shots and copies of their own emails. I submitted another unauthorized transaction form and my bank redeposited the amounts in my account. 

However, the Coinbase website indicated that I needed to pay {$100.00} to regain access to my XXXX account. I did that on XX/XX/XXXX, but still do not have access to that account where they are holding funds in the previously mentioned amount of {$1100.00}. 

I have called repeatedly and have filed complaints on Coinbase 's XXXX. It has been 51 days and there is no movement at all on the first complaint and now I have file new complaints which are getting no attention at all from them.

Company response to consumer: Closed with explanation