Consumer complaint received 2018-06-19
Company: Coinbase, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
Dear Sirs, Please remove all of my data once the deposit has been made. A telephone call out of courtesy would be appreciated. 

Your conduct is appalling Im afraid. hugely disappointed. I also wish to make a written complaint and therefore request your XXXX office address for this. 

Im totally frustrated and quite disgusted at your processes and lack of function. 

Regards XXXX XXXX XXXX, I cant add the XXXX account because this is the original problem! It will not accept the data but has been verified by my bank as correct. 

The problem, as per the several complaints on many blogs and forums is the same as everyone elses. 

Please arrange the deposit before I contact the US ombudsman. 

Regards XXXX XXXX XXXX Set this up please for withdrawls out of both EU and GBP. 

XXXX XXXX XXXX XXXXXXXX On XX/XX/XXXX, at XXXX, Coinbase Support <support@coinbase.com> wrote : Hi, XXXX. 

Glad to hear from you again and thank you for acknowledging my previous instructions. I know you are looking forward to withdrawing funds from your account and I would like to take this opportunity to have this reviewed once again. 

In order to assist you further, please provide the following information : 1 ) XXXX/XXXX # 2 ) Reference Number 3 ) Currency used ( EUR, GBP, etc.. ) 4 ) Date of XXXX Transfer 5 )  Name of sender as it appears on the deposit ( Not Bank Name ) As our valued customer, I am working with a specialist to review the information you submit to resolve your XXXX   issue. Just reply to this email and we will be happy to follow up. 

Please dont hesitate to write back if you have any other inquiries. Ill be very delighted to assist you. May you enjoy the rest of your day. 

Best, XXXX On XX/XX/2018 at XXXX PDT XXXX XXXX wrote : The default reply below is not working. 

I have supplied my IBAN and XXXX details asking you to withdrawl the full amounts from GBP and EUR and you have ignored me for 3 times now. 

Can you call me please to action this immediately before I take to XXXX and social media with the XXXX. 

XXXX XXXX ( in the XXXX ). 

XXXX XXXX Hi, XXXX. 

Thank you for contacting Coinbase Support. 

I know you are looking forward to withdrawing the funds from your account, and I would like to express my sincerest apologies for the time it took for us to address your concern. Ill be more than happy to immediately provide you with the information you need. 

Before anything else, please understand that Coinbase currently only supports XXXX   deposits and withdrawals in Euros at this time for XXXX customers. This means that all XXXX  deposits and withdrawals must be done with Euros, as GBP withdrawals and deposits arent available at the moment. 

In order to deposit or withdraw funds to or from your bank account via XXXX transfer, you will need to be sure your XXXX bank account is verified here. 

If you already have a verified bank account for XXXX  transfers, feel free to follow the steps on this article : For XXXX Customers, to learn how to proceed with your withdrawal. 

I aim to ensure that you are satisfied with the information I have personally provided. If you still have any other questions, just reply to this email. Ill be happy to help. 

Warm regards, XXXX How satisfied were you with the quality of service we provided today? 

Poor | Fair | Good | Great On XX/XX/2018 at XXXX PDT XXXX XXXX wrote : XXXX Set this up please for withdrawls out of both EU and GBP . 

XXXX XXXX XXXX XXXX I've contacted you 3 times now - taking the XXXX!! 

This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : //support.coinbase.comXXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/2018 at XXXX PDT " Coinbase Support '' XXXX wrote : Hi, XXXX. 

Thank you for contacting Coinbase Support. 

I know you are looking forward to withdrawing the funds from your account, and I would like to express my sincerest apologies for the time it took for us to address your concern. Ill be more than happy to immediately provide you with the information you need. 

Before anything else, please understand that Coinbase currently only supports XXXX   deposits and withdrawals in Euros at this time for XXXX customers. This means that all XXXX  deposits and withdrawals must be done with Euros, as GBP withdrawals and deposits arent available at the moment. 

In order to deposit or withdraw funds to or from your bank account via XXXX transfer, you will need to be sure your XXXX bank account is verified here. 

If you already have a verified bank account for XXXX  transfers, feel free to follow the steps on this article : For XXXX Customers, to learn how to proceed with your withdrawal. 

I aim to ensure that you are satisfied with the information I have personally provided. If you still have any other questions, just reply to this email. Ill be happy to help. 

Warm regards, XXXX On XX/XX/2018 at XXXX PDT XXXX XXXX wrote : XXXX Set this up please for withdrawls out of both EU and GBP . 

XXXX XXXX XXXX XXXX I've contacted you 3 times now. 

This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : http : XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation