Consumer complaint received 2017-07-20
Company: Coinbase, Inc.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
Hi, Complaint about : Coinbase.com Complainant : NY resident since XX/XX/XXXX, here on a 5 years XXXX XXXX XXXX XXXX. Subject : Coinbase allowed me to buy {$500.00} worth of Litecoin ( LTC ) then almost immediately blocked my account and prevented me from accessing my funds, not allowing me to sell or transfer to another electronic wallet. Their support first said they could not do anything for me, then ignored my messages by email and by private message on their @ CoinbaseSupport account. I am asking for my funds to be liberated so that I can transfer them to another electronic wallet or be free to sell if I wish. Chain of events : -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX : I buy {$500.00} worth of Litecoin ( XXXX LTC ) by wire transfer. My account is not locked. I am informed the coins will be available on my balance in 5 to 7 days. XX/XX/XXXX : I register to their trading XXXX ( XXXX ) but am informed that my account is blocked and I need to provide proof of identity. I provided : Passport, XXXX VISA, last 4 digit of my SSN, Occupation, employer, source of the funds & multiple bills and statements from XXXX XXXX, XXXX XXXX and others, showing my address. XX/XX/XXXX : - Support replies informing me I have to try again with a state ID or driver 's license. - I reply informing them I have no such ID because I am here on a visa, and I send them a copy of my passport and visa again. XX/XX/XXXX : - Support replies informing me they have manually verified my identity, but ask me to attempt to verify my identity again on their automated system. - I attempt multiple times, but their system does n't find me in public records : " Unfortunately, we could not find an identity matching the one you provided. This is common for those that are considered minors, between the age of XXXX-XXXX, or those that may be new to the country and have not established a presence in public data. '' - The website then blocked me. - I receive an email telling me my identity is verified ( XXXX XXXX XXXX ), but when I login to the website, my account is still blocked and still ask me to verify my identity. XX/XX/XXXX to XX/XX/XXXX : - I attempt to to verify my ID with their automated system multiple times with variations of my address. It keeps not finding me then blocking me. XX/XX/XXXX : - The Litecoins are now available on my coinbase account balance. - My account is still blocked. I am forbidden to buy, sell or transfer the currency I own out of coinbase. Its value continues to depreciate. - I keep trying to verify my identity, without success. XX/XX/XXXX : - I receive an email telling me they were unable to verify my identity ( XXXX XXXX   XXXX ), contradicting the email they sent 4 days earlier confirming my identity. - I reply to the support ticket informing them of the issue and asking them to unlock my account. XX/XX/XXXX : - I contact coinbase using a private message on twitter ( XXXX XXXX XXXX  ). The messages are confirmed received and read, but the person who read it ignored it and never replied. I inform them of my intention to file a complaint with the CFPD if they keep ignoring me. They kept ignoring me. - I file this complaint.

Company response to consumer: Closed with explanation