Consumer complaint received 2017-09-02
Company: Coinbase, Inc.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
Hello : Thank you fro taking to help me. I am filing this complaint against Coinbase.com because they have suspended my bitcoin account since XX/XX/XXXX for an illegitimate cause, and despite my repeated attempts to provide evidence and inquiry requests, I have been unsuccessful in communicating with anyone there. my case number is XXXX. 

BACKGROUND While I was on a quick trip to XXXX to visit my Fianc, I accidentally logged into my coinbase account to check my account balance. The reason for my trip was to prepare my fianc for her journey to the US with me. My login attempted was blocked and I received the following email : NOTICE OF ACCOUNT CLOSURE AND PENDING DISABLEMENT Dear XXXX XXXX, We have reason to believe you reside in a country in which Coinbase is prohibited by law from doing business ( XXXX ( XXXX XXXX of ) ) per the sanctions imposed by the U.S. Treasury Department 's XXXX XXXX XXXX XXXX XXXX. As a result, weve unfortunately had to close your Coinbase account. Your account currently contains a digital currency balance. If you would like to retain these funds you must immediately contact us at XXXX@XXXX.com confirming that you are an individual and that these funds are for personal use ( not commercial use ) AND provide us with an address owned by you to which we can send your funds. Please note transaction processing fees may apply. YOU MUST RESPOND BEFORE XX/XX/XXXX XXXX. After that point you will no longer have access to your account or any funds in it and we will no longer be able to transfer funds out on your behalf. Additionally, if you receive recurring payments to your account or are planning to receive a transfer of funds to the account in the future, you must make other arrangements. Any balance remaining in your account or sent to your account after the date of closure will be confiscated or, in some cases ( to the extent permitted by law ), returned to the sender. If you are not a resident of a sanctioned country or otherwise have received this notification in error, please contact us at XXXX@XXXX.com immediately and provide us with a copy of a photo ID and proof of your current address. Similarly, if these funds are being used for commercial use please contact us to make arrangements for handling. You will receive no other notice of this action prior to your account being fully disabled, and, once disabled this action will become final. Respectfully, The Coinbase Team " MY RESPONSE I followed the instructions above and I provided coinbase support with a photo copy my US passport, my Lease to my apartment in XXXX, and my Fiance visa notice. I contacted coinbase support on the day I was locked out and have sent several inquiry emails requesting a follow-up or a status update with no human response. I received an automated response saying that someone will respond. The day before theXX/XX/XXXX deadline, I sent all of the evidence and pleaded for some kind of a review, but the deadline has since passed and to my knowledge, my account status is unknown. I also provided them with my address to send my remaining balance, although I would prefer they reactivate my account so that I can continue to use it. 

I also tried replying to a few threads on reddit where I tagged the coinbase employees that monitor the forum. I recieved no response. 

I am deeply concerned that I will lose everything in my coinbase account, despite my repeated emails to coinbase with evidence to the contrary that I am not a resident of, nor have any business relations with XXXX. 

I am afraid coinbase simply does not care about cases like mine. Its remarkable that the service handles hundreds of millions of dollars, yet they have no customer service phone number or even a willingness to help solve these issues. I am horrified that coinbase may have already seized my account. 

Thank you for taking the time to read my case, XXXX XXXX

Company response to consumer: Closed with explanation