Consumer complaint received 2020-08-11
Company: Coinbase, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
I have an account on Coinbase.com holding some crypto currency assets in their " Hosted Digital Currency Wallet ''. Coinbase decided to disable my account with no notice by any communication channel ( email, text or phone call ). I requested their support team to fix the problem with my account, and followed all the instructions they provided, and I provided them with all the information required ( copy of my ID, and a bill as proof of address ). After more than three weeks waiting, they haven't reinstated my account yet and they are ignoring my messages, they failed to provide an ETA or any information on why my account was disabled in the first place. They are holding my crypto assets and preventing me to sell them and recover the money, causing some financial harm to myself. 
So far, the timeline of my interaction with Coinbase has been : -> XXXX, XXXX XXXX : I opened a case ( # XXXX ) with their support team to get my account re-enabled. 

-> XXXX, XXXX XXXX : I received a contact requesting to upload id photo and a bill showing my address. 

-> XXXX, XXXX XXXX : I finished uploading the requested documents to their tool. 

-> XXXX, XXXX XXXX : I contacted them through the email for the support case confirming that I completed the uploading the day before, and asking for an ETA on when they could review the documents and enable my account. ( no response received for this ) -> XXXX, XXXX XXXX : Seeing that I received no response in 2 days, I opened another support case ( # XXXX ) to ask for the status of the existing case. 

-> XXXX, XXXX XXXX : I received a response ( automated ) saying that given that I have another case open ( # XXXX ) they were merging both cases. 

-> XXXX, XXXX XXXX : I received another email ( automated ) saying that my case # XXXX has been escalated, and that it would 4-5 business days. 

-> XXXX, XXXX XXXX : I replied to the last email asking for more details about what " escalated '' means and asking more details about why my account was XXXX in the first place. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state. It's been more than a week ( 5 business days ) and got not response or update on the case. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state again. ( no  response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state again. ( no response received ) -> XXXX, XXXX XXXX : I sent another email asking for the state again. ( no  response received ) -> XXXX, XXXX XXXX : I decided to open a new case ( # XXXX ) after receiving no response for the previous 5 emails in 2 weeks. The case has been open now for 17 days with no information nor resolution. 

-> XXXX, XXXX XXXX : I received an automated email saying that my case # XXXX was merged with the existing one # XXXX. No other reply -> XXXX, XXXX XXXX : I sent another email to the case # XXXX asking for information, and an ETA to resolution. ( no response received ) -> XXXX, XXXX XXXX : Seeing that they ignore emails and only reply to new cases, I opened a new case # XXXX to ask for the status of # XXXX. 

-> XXXX, XXXX XXXX : I received an automated email saying that my case # XXXX was merged with the existing one # XXXX. 

-> XXXX, XXXX XXXX : I received an automated email ( exactly the same as XXXX, XXXX XXXX ) saying that my case has been escalated. 

-> XXXX, XXXX XXXX : I replied to the previous email asking for more information. ( no response ) -> XXXX, XXXX XXXX : Sick and tired of not being able to get any information from them, I opened another case # XXXX. No reply at all has been received for this last case as of XXXX.

Company response to consumer: Closed with explanation