Consumer complaint received 2021-06-01
Company: Coinbase, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Wrong amount charged or received

Complaint:
1st Issue- On XX/XX/XXXXI initially opened my account with Coinbase and tried to deposit {$3500.00} into my Coinbase account from my XX/XX/XXXXXXXX XXXX account with the rationale that when I attached my bank account to Coinbase that I would be able to just purchase the cryptocurrency via one lump sum that I deposit into Coinbase. I did not realize that I could purchase each cryptocurrency directly from my bank account in separate transactions. Therefore, when I started to purchase crypto ( 1st transaction for {$930.00} on XX/XX/XXXX and 2nd transaction for {$2600.00} ) it actually started drawing from my bank account and not using the {$3500.00} that I thought I deposited into Coinbase. This caused my bank account to refuse the initial {$3500.00} deposit and Coinbase requested the payment for both transactions from me and I paid them both in full which is a total of {$3500.00} on XX/XX/XXXX which brought my balance down to XXXX. However, Coinbase deducted {$3500.00} from my investments ( Coinbase ) account anyway on XX/XX/2021 as a result I would like Coinbase to refund my money in the amount of {$3500.00} as a means to rectify this mishap because they are double dipping. 

2nd Issue- On XX/XX/XXXX ( the same day ) I realized that I had earned a profit of {$3000.00} from the {$3500.00} that I invested and tried to withdraw the profit and mistakenly hit deposit {$3000.00} instead of withdraw. Now Coinbase is going to withdraw another {$3000.00} due my error and I only purchased {$3500.00} worth of crypto. Coinbase is still trying to take the money that no longer needs to be deposited because I owe nothing and I covered all of my fees. Basically, I paid for all of my crypto and now Coinbase is trying to take {$6500.00} from me and take advantage of my mistakes especially as a new user. Any initial credit that Coinbase provided to pay for my crypto was paid back on XX/XX/XXXX. I contacted them on 4 separate occasions and have not gotten any assistance other than a summary of my transactions which show that I have a zero balance and owe no one but myself and two emails stating that they will be deducting the total {$6500.00} by XX/XX/XXXX. Basically, they are trying to take all of my profit earnings. I would like to file this complaint and request that my funds be returned because this is unjust and frustrating. I can not speak with or actually communicate with a human being at Coinbase and they are trying to take advantage. Please help me. Please see Coinbases summary below. I responded to the below summary and no assistance. 

On Thu, XX/XX/2021 at XXXX XXXX  Coinbase Support XXXX wrote XXXX Hello XXXX, Thank you for reaching out to Coinbase. Your purchasing ability is currently restricted due to a recently reversed purchase/deposit. Coinbase has not received successful payment for funds that were credited to your Coinbase account. 

To clarify what has happened, please see below : On XXXX XXXX XXXX PST, you initiated a deposit of {$3500.00} using your payment method ending in XXXX. This was successfully credited to your Coinbase account instantly. 


On XXXX XXXX XXXX PST, you initiated a buy of {$930.00} using your payment method ending in XXXX. This was successfully credited to your Coinbase account instantly. 


On XXXX XXXX XXXX PST, you initiated a buy of {$2600.00} using your payment method ending in XXXX. This was successfully credited to your Coinbase account instantly. 

On XXXX XXXX XXXX PST, you initiated a deposit of {$3000.00} using your payment method ending in XXXX. This was successfully credited to your Coinbase account instantly. 

On XXXX XXXX XXXX PST, you initiated a deposit of {$3000.00} using your payment method ending in XXXX. This was successfully credited to your Coinbase account instantly. 

On XXXX, your bank reversed the charge for {$930.00}, citing the error Insufficient Funds ( XXXX ) which caused a negative balance on your account. 

On XXXX XXXX XXXX  PST, you then completed the transaction by processing your USD Wallet for {$930.00}, which brought your balance down to {$0.00}. 



On XXXX, your bank reversed the charge for {$2600.00}, citing the error Insufficient Funds ( XXXX ) which caused a negative balance on your account. 

On XXXX XXXX XXXX  PST, you then completed the transaction by processing your USD Wallet for {$2600.00}, which brought your balance down to {$0.00}. 

( My balance was XXXX at this point and they still took my profits to cover the money that should have never been taken from me because I paid my debt. ) On XXXX, your bank reversed the charge for {$3500.00}, citing the error Insufficient Funds ( R01 ) which caused a negative balance on your account. 


On XXXX, your bank reversed the charge for {$3000.00}, citing the error Insufficient Funds ( R01 ) which caused a negative balance on your account. 

Therefore, you currently have an owed balance of {$6500.00} which you will need to pay before you are able to use your Coinbase account. Per our user agreement, you are fully responsible for any transfer you initiate on your Coinbase account.

Please select your desired external payment method or use the digital/fiat currency that was credited to your Coinbase wallet. You can select a payment method using this link : https : //www.coinbase.com/payment_required After you deposit funds into your Coinbase account, our system will automatically reclaim the owed amount. If you would like to deposit digital currency, you can find your crypto addresses here https : //www.coinbase.com/addresses Please note : If you do not select a payment method within 5 days of the reversed charge, we will automatically attempt to recover this amount from your linked payment methods and your funds held onsite. 

We hope this clears up any confusion. If you are unsure about the reason your bank reversed the charge, please contact them for further explanation and to find out what is needed to avoid this situation in the future. 

Also, if this does not match up with what you see in your bank account, please do let us know as we want to be sure that everything is correct. 

Thanks, Coinbase Support

Company response to consumer: Closed with explanation