Consumer complaint received 2017-09-05
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
Hello, i have use Coinbase as a virtual currency wallet until the day i have lost my phone. I have contacted them on XX/XX/2017 to solve my problem but the answer was not helpful to me : " XX/XX/2017 XXXX XXXX PDT XXXX replied : Hi there, Sorry about this. 
We arent able to manually verify an ID. 
If you arent able to complete this on a webcam, I recommend using a mobile phone in bright window light. ( Download the app. Then click the hamburger menu > Settings > Identity verification. ) https : XXXX? XXXX XXXX XXXX XXXX XXXX.coinbase.XXXX If you are able to access a web cam, you can also try this direct link. It will work for GDAX too : https : //www.coinbase.com/XXXX Sorry again about this. Good news is youre almost there! 
Thanks, GDAX Support Team Best, XXXX " After some time reading on the internet from others with similar problems i have found out that there are a lots of people who need help like me.

i have decided to contact Coinbase again on XX/XX/2017PDT i have replied : I am stil unable to verify my identity. O own a laptop with webcam and it say unsupported country, I live in XXXX. Practically it is impossible for me to take that account back? " no answer, and i have writhe another mail : " Hello, I have lost my phone number, tried everything to get that number back but i can`t. 
The response on my last support ticket was to verify with a webcam my passport and myself, i have done that but it did not help because my passport is a XXXX one and i live in XXXX. 
Can someone please explain me what and how to get that account back? i can provide photos of me, my passport, driving licence bills, last password, last phone number and so on. And when it is not possible just tell me that directly please because i am tired of waiting. " And finaly i have an answer : " XX/XX/2017 | XXXX PDT XXXX replied : Hi, thank you for contacting Coinbase. 
Residents on our list of Supported Countries can access GDAX. 
First please upload your passport at this address : https : //www.coinbase.com/XXXX You may see a country does not match error, which is fine and expected. 
Second, please send us a recent utility bill, lease or mortgage document showing your legal name and residential address. For security purposes, we request that these files are uploaded at this secure page : https : //coinbase.XXXX Please reply here once you have uploaded the documents, then I can review your change. 
Thank you. 
Best, XXXX " Need to mention that i have uploaded every document they asked for and even more and i have replied 2 times with 0 success. 
This is the point where people get stuck with Coinbase. They wait for us to give up and let our money there, but that does not work with me. I don`t have so much money on my wallet blocked on this moment from me, but they are mine and because so many people have the same problem as me, i am really focused on getting whats is mine back. i want to apologize myself for writhing defects, English is not my mother language. 

Wish you the best of luck!

Company response to consumer: Closed with explanation