Consumer complaint received 2022-02-21
Company: Coinbase, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX, I attempted to make a transaction at XXXX for {$2400.00} on my coinbase visa card ending in XXXX, tied to account associated with email XXXX. The transaction could not be processed, so it was refunded. I tried making the transaction again and the same thing happened. In total, I'm owed {$4900.00}. I opened up a case with Coinbase to resolve the issue, and have the funds credited back to my account. 

Throughout the correspondence, I was told that the transactions were reversed, but could take up to 10 business days to credit my account. it's been 4 months since I did the transactions, so something is clearly wrong. 


XXXXCase # XXXX opened. 
XXXX-Replied with requested information XXXXFollowed up on the case, asking for an update XXXXXXXX2-Received reply, shown below. 

" Hello, Thanks for contacting Coinbase Support about Coinbase Card. We apologize for the delayed response due to high volume of emails. 
Upon reviewing, the transaction dated - XXXX {$2400.00} USD XXXX STORE XXXX XXXX XXXX XXXX and XXXX {$2400.00} XXXX XXXX  XXXX XXXX Completion. pindebit.reversal, has already been reversed. 


After a merchant refunds your transaction, we'll add the refunded amount to your USD wallet in your Coinbase account.It can take up to 10 days for a merchant to process a refund, however, please be assured that once Coinbase receives your refund, it will be posted to your Coinbase Card account immediately. 

Please note that you'll lose any rewards you earned on this transaction. '' XXXXFiled formal complaint with coinbase, referencing the case. 

XXXXReceived a request for up to 20 more business days to resolve the complaint XXXXrecieved a reply to the case, asking for information about the transaction. This is the same introductory information I supplied on XX/XX/XXXX, and shows that no actual work had been done on the case for months, as we were back to square one. It was an in person transaction ( pin debit ) so there's no email receipt. 
" Hi XXXX, Thanks for contacting us. In order for us to review this further, well need you to provide the following information : - Reference code ( can be found on email receipt ) - Transaction amount - Date of order - Type of card used ( XXXX / XXXX ) - Last 4 digits of the card used Please provide this information by replying to this email so we can continue with our review. '' XXXXrecieved a resolution to my complaint " As of XXXX XX/XX/XXXX you have not complied with their request, and support is unable to resolve the issue which prompted your complaint until you follow their instructions. '' I refuse to go around in circles, and validate their resolution attempt, when they can not make progress on the case after months, and ask for repetitive information. 

XXXXCalled the specific XXXX  store and spoke to the manager. He said that the register is balanced every day, and he would've been alerted to a discrepancy that large, so the money was definitely refunded to the card. He stated the best course of action would be to work with the bank directly. The problem is, there's no one to work with at metabank, so I'm hoping this complaint will raise attention to someone who can actually solve the problem. 

I've attached screenshots of the transactions in question, along with all of the email correspondence.

Company response to consumer: Closed with monetary relief