Consumer complaint received 2024-08-26 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Unexpected or other fees — 
Company: Coinbase, Inc.
State: WA

Complaint narrative:
On XX/XX/year> I was contacted by the Coinbase XXXX XXXX XXXX- XXXX XXXX XXXX stating that a XXXX case was opened against me. I was asked via email to provide information such as my current job, salary, previous job, proof of funding, and primary source of wealth and source of funds as well as where I store my XXXX. I responded with pay slips, screenshots of a trust I sold to fund my account as well as other requested info above. 
I was contacted again on XX/XX/XXXX via the same email saying the information I provided about myself, didn't meet their standards. This time, they wanted to know how much XXXX I was planning to trade this year on my account, asking for more payslips from my job as If the ones I sent weren't valid, and screenshots again from my trust which I had already sent as well as names and addresses on on accounts. 
I was contacted again a few days later and instructed to verify information within Coinbase. I logged in and a window appeared which looked like a confirmation of my job, salary, how much I said I was going to trade, and the bank account I used. At that point appeared like this could be an end to the case. 
After confirming that information in the app, I didn't receive any communication for about XXXX weeks until XX/XX/XXXX. And again, the compliance team stated that the questions they asked about me, in which I provided answer to, didn't meet their standards. They asked again, how much I plan to invest this year, and asked to see screenshots of the XXXX hardware wallet I hold my funds on. And again they asked to see documentation showing that I sold my trust to purchase XXXX crypto currencies. 
After that correspondence, they left me in the dark and didn't respond for XXXX  months until I got another email from the compliance team on XX/XX/XXXX. Again they said the information I provided about myself to the questions they asked about me didn't meet their requirements. This time they asked for more pay slips, as if the ones I provided from the federal government weren't enough, a bank statement, and a vague asking for documentation of my XXXX holdings, as well as asking if I hold funds in any other accounts. 
But before that last correspondence on XX/XX/XXXX, since it had been so long and the compliance team is supposed to be verifying me but in stead left me in the dark, I asked support if my case was closed to I was told it was. I then received an email on XX/XX/XXXX asking for me information. On XXXX other occasions this summer, I asked support if my case was closed and was told it was both times. At this point, I don't believe what I'm being told because they're obviously not on the same page. I decided to ask again, and I was told it was open, but they had received all the information I sent in on the XXXX. This past week, now going on XXXX more months since I last heard from compliance, I decided to check in AGAIN! I said I was told multiple times that my case was closed, only to start receiving different answers. Support this week told me that my case appeared closed but that there was a technical issue with their system and I didn't receive a confirmation email and that I should now receive XXXX in the next XXXX days. I contacted them XXXX more times inquiring about my case and finally received an email from compliance today, asking about XXXX, XXXX, and XXXX holdings, wanting " detailed information '' and asking if they originated from my wallets or somewhere else outside of Coinbase. They also asked if my source of funds is solely from my employment, as if I hadn't already sent them pictures of my trust and pay slips and bank statements, and finally they wanted to see screenshots of my other exchange accounts that I mostly didn't use. 

I am not restricted and I have full trading access. I have responded to all their inquires the same day except for their XX/XX/XXXX inquiry in which I responded the next day. Coinbase is unable to tell me why it's taking XXXX plus months to verify me and why they're asking for the same information over and over. For a company that is supposed to be regulating and protecting, a lot of harm could be done in XXXX  months if there is a nefarious individual involved. I am also a Coinbase XXXX member and pay {$30.00} a month and don't appreciate how long this has taken and how no one at this company seems to be on the same page with what's going on. I also have screenshots of support telling me to send an email to compliance to " remind them of my case ore else they might forget and I'll get locked out. '' I've worked in law enforcement and don't like the way this company treats first responders. 

See attached images.

Company response to consumer: Closed with monetary relief