Consumer complaint received 2018-03-09
Company: Coinbase, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
I have used the service from coinbase for months and there was an error occured from their system that some of my deposit money from my bank account has not been missing into my coinbase account. 

I have tried to resolve the issue with those missing funds througout coinbase support and it seems that they were trying to helped me out from the beginning and now they are completely ignoring my request. And here is all emails that I've sent and received from coinbase support. 


-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Coinbase Support XXXX : XX/XX/XXXX XXXX :  XXXX : RE : {$1200.00} extra charged from my bank account XXXX Hi again, Thanks for reaching out and for providing the requested information. 

Having investigated the issue with your buy transfers, 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. 



On XX/XX/XXXX at XXXX PST XXXX XXXX XXXX wrote : Hi. thanks for your response. 


I am attaching a screenshot photo of my bank acct # that shows all the dates of transactions and ref # as well as you requested more details. 


As you can see from the screenshots that I attached, there were 12 single transactions of {$300.00} each that occurred on XX/XX/XXXX however I've had only received 9 transaction out of them ( or it could be possibly less than 9, please review my coinbase wallet account to find it out ). 


I would recall that there was some error code with purchasing ETH from coinbase and I can guess that it could be an issue with relating with that matter. 



XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID:XXXX INDN : XXXX XXXX XXXX XXXX ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID:XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX  DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DESXXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX  XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment -XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... 
activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... as Reconciled XXXX XXXX Show XX/XX/XXXX Show additional information for activity type other payment XXXX COINBASE.COMXXXX DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX ... 
Edit DescriptionSave DescriptionCancel Edit Description activity type other payment C status type icon cleared Cleared. Select to mark activity type other payment XXXX COINBASE.COMXXXX   DES:XXXX ID : XXXX INDN : XXXX XXXX XXXX XXXX  ... as Reconciled XXXX XXXX Here is more details. 


I would appreciate your help and It has been awhile since I've submitted this matter so please update the progress of correcting it asap. 



Thank you. 



XXXX : Coinbase Support XXXX : XX/XX/XXXX XXXX : XXXX : Re : {$1200.00} extra charged from my bank account On XX/XX/XXXX at XXXX PST " Coinbase Support '' XXXX wrote : Hello there , Thank you for contacting Coinbase. 

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. 

I would be happy to assist, however, I will require more information before I can help. Please provide the exact date of the buy transfers that you are referring to, for me to look into this further. 
Thanks for your patience, and I look forward to assisting you with this! 

For more inquiries, please visit https : //support.coinbase.com/ Thank you for using Coinbase. 

Best, XXXX Customer Support On XX/XX/XXXX at XXXX PST XXXX XXXX wrote : There is four transactions of {$300.00}, total sum of {$1200.00} has been charged error or missing. Please check my account history and confirm it. I want refund the overcharged amount of {$1200.00} back to my bank account. Thanks On XX/XX/XXXX at XXXX PST XXXX XXXX wrote : There is 12 of {$300.00} transactions on pending status in my bank account but there has been only made 8 transactions instead of 12. Please review my accounts 's deposit history and refund {$1200.00}. Thank you. 



This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : XXXX XXXX XXXXXXXX -XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as it stated from emails that I received, the case number is XXXX and I really want my money back. 

Thank you so much for your help.

Company response to consumer: Closed with explanation