Consumer complaint received 2021-02-15
Company: Coinbase, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Hello good morning, my name is XXXX XXXX and I am a customer of Coinbase Inc. It is an online Crypto Currency Exchange Platform for the stock market where one could buy, sell, exchange, transfer or hold trades/funds in different types of digital/crypto currencies along with the US Dollar. It has a main website : www.coinbase.com but it is usually used as a mobile app platform from the XXXX store since I use an XXXX. I have funds in my Coinbase account and today on XX/XX/2021 at XXXX XXXX  ( with proof of the transaction history activity from my Coinbase account ) I initiated a transfer of {$200.00} XXXX ETH ( worth of Ethereum digital currency ) from my main Coinbase account ( website ) to my Coinbase Wallet ( mobile app ). The wallet is a separate platform but from the same company. So basically I initiated the transfer but I never received my funds, It is officially missing from my Coinbase Wallet and from my main account at www.coinbase.com. I only have the proof of transaction history that shows on my main account that I transferred it. I have double checked all the information to make sure everything is correct and so these are the details for the transaction : {$200.00} XXXX ETH ( Ethereum ) ; User ID : XXXX ; Address To ( wallet ) : XXXX ; Price per coin : {$1700.00} ( at the time ) ; Confirmations : 0 ; Fee : XXXX ETH ; Date : XX/XX/2021 XXXX XXXX. The transaction itself is transferred using the service from within the XXXX XXXX service with a mining fee of XXXX ETH so miners can process the transaction transfer. One can check the process of the transaction details from two well known websites : 1. ( XXXX ) XXXX XXXX XXXX and 2. ( XXXX ) XXXX XXXX XXXX. Both websites show no signs of details that the transaction exists or even went through and so this concludes that the transfer of my funds are officially missing from the system, but it does show on my activity transaction transfer history from the Coinbase Website, which also shows that those funds are not in my account anymore. I have already tried contacting Coinbase support via email and this is my case # XXXX. I have researched immensely and come to find that many customers have also had their funds missing and it is very hard for customers to get a response from Coinbase, taking up to weeks/months or to the point where no response has been initiated back, this is according to many customers experiences, for example : from XXXX, reviews, blogs and other online websites. I am very concerned on being able to attain help for my issue and so that is why I am here contacting the Consumer Financial Protection Bureau for professional guidance and assistance for those funds. This should not be an issue to anyone in the first place since we are dealing with an official stock market exchange platform and this is meant to be a professional service especially dealing with finances. I hope for this to be resolved and for others to not have the same issue. I want to thank you for reading my case and I really hope to hear from you as soon as youre able to. Thank you again and may you have a great day. 

If you need anymore information from me you can contact me via phone XXXX XXXX XXXX XXXX or email XXXX Thank you.

Company response to consumer: Closed with explanation