Consumer complaint received 2021-11-07
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Good evening, For the second time in few months, I got exactly the same problem with the same company ( Coinbase ), where I got my account restricted and under review for a long time without any good explanation and solution on time. 

Last time the problem was in XXXX and XX/XX/XXXX and after a complaint on your website I got a solution. 

But again I have the same issue without any good explanation from XXXX. 
My new problem with my account under review has started again 1 week ago ( XX/XX/XXXX ) and still no solution. 

Here I just copy exactly the same text of the previous complaint because is just the same problem as before but just re-starting from XX/XX/XXXX : " In XX/XX/XXXX I have created an account on Coinbase to start buying and selling crypto-currencies. To achieve that I was requested to upload all the necessary documents to prove my identity and validate my account. All was done properly and since then in XX/XX/XXXX I have been using the account without any problem. All this time ( from XX/XX/XXXX to XX/XX/XXXX ) the account was ok and I was able to operate and perform different purchases that I still have currently on my Coinbase wallet. But since XX/XX/XXXX, I got a message on my account saying that my account is under review and I'm not able to operate at all with this money. It's not possible to buy, sell, withdraw, transfer or perform absolutely any kind of operations except to view your balance. All this time, since XX/XX/XXXX, I was trying to get a solution from the Coinbase Support without absolutely any kind of proper solution or explanation. The best replay I get was something like : " We are working on your review and we appreciate your patience and understanding ''. I didn't get any estimate of the time required to complete the process, not either an explanation about why they started this process or how can I accelerate or help to complete the process. Unfortunately the Coinbase Consumer Support is absolutely useless, without any options to contact personally with an operator or even get a proper email communication with an operator. You will get only a kind of automatic replays or simple replays with no information or help at all. My current problem is that I'm unable to perform any kind of operations with my account under review and I have no solution or estimate time to get it completed. All this time I was missing chances to trade with my cryptocurrencies and hence missing a lot of opportunities to increase my balance. At this moment the only thing I need is to get this problem sorted out, my Coinbase account review finished and be able to have back the control of my account. I will appreciate your help and support to get a solution for this and I will propose to raise an advertisement to all Coinbase clients that this issue could happen to anyone at anytime without previous alert, blocking completely all kind of operations in the accounts and without an explanation about the reasons or possible ways to solve it. '' I hope to get the problem sorted out again as soon as possible, and fix the recurrent problems with my account review from Coinbase, and hopefully the issue will not happen again. I believe that it's not acceptable this issues 2 times in just few months. 

Thanks a lot and best regards

Company response to consumer: Closed with monetary relief