Consumer complaint received 2024-09-12 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Coinbase, Inc.
State: AZ

Complaint narrative:
XX/XX/year> I Coinbase was contacted to confirm my identity in regards to regaining access to my Coinbase wallet. XX/XX/year>, I yet again reached out to Coinbase and was assigned the Case Number XXXX and told to provide a copy of my identity and requested to explain why I legally change my and supply all relevant documentation in re of my name change of which I supplied a court order from the superior court. On XXXX XXXX after successfully identifying myself Coinbase requested I submit photos of myself and another copy of my ID to verify myself. I was then Instructed to call their XXXX number. When I spoke with the person I verified my Identity and was told an account specialist would be reaching out to me within 24 hours in regards to assisting me with regaining access to my account. No account specialist ever contacted me within the given time frame. XX/XX/year>, I again contacted customer support and was assigned a Case number ( Case Number XXXX ). After being assigned the case number stated above I was again instructed to verify my identity. I was yet again told that an account specialist would reach out to me, this time by email within 48 hours. The account specialist never reached out to me by email and my case was closed. XX/XX/year>, I yet again reached out to Coinbase in re of the Case Number XXXX and told to provide a copy of my identity and requested to explain why I legally change my and supply all relevant documentation in re of my name change of which I supplied a court order from the superior court which I had already provided XX/XX/year>. XX/XX/year>, I was emailed by coinbase and told yet again to explain why my name was changed after already supplying that information XX/XX/year>. XX/XX/year> Coinbase reached out to me via email requesting that I yet again upload a dated selfie that shows my face and ID. After uploading the requested selfie, Coinbase reached out to me XX/XX/XXXX, XXXXand requested that I verify ownership of the original account by addiding the same payment method ( Bank account/or card number ) and enable XXXX. Coinbase was informed that the original payment methods were no longer accessible as the account was created almost a decade ago. XX/XX/year>, Coinbase reached out and stated I was not able to enable XXXX because the app and my account was out of sync and instructed to start yet another account recovery process. During this entire process on XX/XX/year> I was asked to create a new account so that my funds could be transferred into my new account. On XX/XX/year> I was told by Coinbase to be patient and my funds was never transferred. XX/XX/year>, Coinbase thanked me for confirming the new account requested I provide them with the new account email of which I did. After providing the new email, I was told the names where different after verify my identity and name change several times and request to resupply all the information and documentation I supplied a month earlier. After completing every task Coinbase put in front of me they refuse to transfer my funds, evening going as far to mock me and blocking my new account to not receive any funds.

Company response to consumer: Closed with explanation