Consumer complaint received 2022-03-15
Company: Coinbase, Inc.
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
For the past few years I have been using the Coinbase app on my phone with no problem, never having to log in or out to access my account. On XX/XX/XXXX, I had been logged out of my account ( not of my own doing ) and didn't remember my password to log back in. I attempted to change the password and received a notification that I was unable to access the account and to contact customer service. 

I called and emailed customer service that same day, assuming the resolution would be quick and simple. I received an email response from Coinbase on XX/XX/XXXX saying that there was an issue with the listed name matching the driver 's license provided. I responded same day that my middle name was just missing from the Coinbase account ( just listing my first and last names ) and at their request, provided a copy of my driver 's license. They said they received it and were " working hard to quickly address this issue, and we'll reach back out as soon as we have an update ''. The also said that if there were any additional questions to " feel free to reply back to this email '', On XX/XX/XXXX, they asked an additional 11 questions, all unrelated to my name. They were mostly questioning if there had been any unauthorized activity and when my last activities and logins were. I answered the questions the same day. There were no unauthorized activities to my knowledge. But they were not allowing me to even log in to my account, so there was no way for me to verify what the most recent activities were and if they were authorized. Since I had not received any emails of activity that were not initiated by me, I assume there was no outside activity. 

Although it was annoying to be locked out of my account for apparently no reason for a few days, there were no real problems to my knowledge up to this point. It seemed that Coinbase was replying in a timely manner. But this is when the problems with Coinbase started. 

On XX/XX/XXXX, I wrote asking for a status update, concerned about the market volatility and not being able to access my account for the past 4 days. I asked when I could expect a resolution and if there was anything additional I could do to help. I received no response. 

By XX/XX/XXXX, I had still had no response and asked again for an update. I asked why there was no response to my last email and expressed concern that no one had been able to explain what happened and why I still had no access to my account. I received no response. 

On XX/XX/XXXX I had still had no response and again asked for acknowledgement of receipt of the email and what to expect going forward. I received no response. 

On XX/XX/XXXX I called customer service for a status and to talk to someone who had more information about why I still had no access to my account. The person I spoke to said she had no access to my account and was just a middle man. But she said she would " escalate '' my issue. I did not receive a response from Coinbase. 

On XX/XX/XXXX there was still no response so I sent yet another email asking for a response and resolution. I had also noticed many similar complaints on XXXX and included a screenshot of one of those. It seemed that I was not the only one having an issue with Coinbase. 

Today ( XX/XX/XXXX ) I filed a complaint on Coinbase and called customer service again. Again they said they would escalate my claim. I finally received an email response, but it did nothing to resolve or address my claim. It just said that they received my inquiries and that they appreciate my patience and understanding. I also received an automated email that they had received my customer complaint. 

It has now been 25 days that I have not had access to my account. Coinbase has not explained why I have no access. With the exception of an automated complaint response and generic email today, Coinbase has not replied to any of my repeated inquiries as to why my account is still inaccessible during a volatile market in which I have lost an important amount of money due to lack of access of my account. It seems suspect that all of this has happened as the market has become increasingly volatile and it is an important time to have access to your Coinbase funds. Their website stated to give any issue UP TO 10 business days, which we are well beyond now.

Company response to consumer: Closed with explanation