Bitcoin Forum

Has anyone had problems with Coinbase?

I have commented on a topic about my problem but I start with a new topic about the CoinBase Support.

One month ago I bought Bitcoin with Coinbase (big amount) and then I sent them to an external wallet of a trading and investments platform.
When they showed me the terms and conditions, I did not accept them so They sent me my Bitcoin back but They sent to the wallet from I sent them.

As you know, in Coinbase, the address from where you send and the address for receive are different, so I can see both hash of the transactions from wallet A to external wallet B and then external wallet B to wallet A. But I dont see the Bitcoin on my wallet.

I've been trying to contact the support team for 3 weeks, opening tickets and answering the automatic mails with the case number, but I don't receive any update.

It's very frustrating because I'm talking about a lot of money and I don't have a simple answer from the team.

 >:( >:( >:(

Yeah, almost anyone dealing with them have the experience, I guess.


Is this the terms for coinbase or the investment platform you mentioned? I'm a bit confused here.
Because how come you sent it already to the external wallet and for investment (from coinbase) also they (coinbase, if I'm correct) sent it back to the wallet where you sent them after you did not accept their tos.

Can you tell what external wallet or investment platform you are talking into?

As far i understand;

Coinbase -> trading platform/service -> Coinbase
but the funds being resent by external wallet/trading platform havent received on coinbase wallet? Am i right?

Sorry maybe my english its not so good.. :D

I bought Bitcoin in Coinbase and then I sent to a private platform (For trading and investments). When I signed up on the platform, I accepted the terms and conditions  so I sent the Bitcoin to their wallet.

After this, They changed some of the terms about rates and roi, so I decided not to use their services, so I requested to have my Bitcoin back. They returned them to me without problem.

The problem is that they returned the Bitcoins to the same address of wallet from where were sent. 

In Coinbase,the address for Send are different to the address for Receive. So thats why I can´t see the Bitcoin in my wallet. But I have the hash where we can see the sent from Coinbase(wallet A) to their wallet, and then I have the hash where we can see the sent back from their wallet to Coinbase(wallet A).

The problem I have is that they don't answer my support requests. I only receive automatic emails like "Thanks for writting.. . We've just checked your account and we confirm that your request has been properly escalated. These reviews are typically completed within 4-5 business days... " but I've been waiting for more than 3 weeks...



I have explained my problem again, I hope it's more clear now!  :)


As I said I am talking about a big amount of money, 32 Bitcoins exactly. So I think I should have already received a response from a team of the Coinbase support and not a simple automatic response...

 >:( >:( >:(

So the problem started on that private platform. My question is,  how they just send that bitcoin back to you without asking for your address or at least they allow you to set an address on your Account settings there that meant for withdrawal. You mean they just deposited it back based on the details they saw on your transaction details?

And since you have mentioned "ROI", it looks like... oh I don't want to speculate for now.

Are you really sure that the platform really returned your bitcoin? How sure you are that the hash they provide to you is somehow legit.

That's it... I asked for my Bitcoins back and they sent me an email saying that  I would receive without problems in less than 24 hours.


I saw the hash in the blockchain:

1. From Coinbase to the platform:

https://www.blockchain.com/btc/tx/cec865900dd129e70c32a3b7132a41b0015ea315167118277854a0e95ffba4bd

2. From the platform to Coinbase:

https://www.blockchain.com/es/btc/tx/efe4dbf333c4a048265d883403055ff6e08b522186de346791d0c109773c1be3

So I think these hash are legit...

Anyway, I think that for this amount of Bitcoins, Coinbase should contact me. When I do the request support I have to put the amount of BTC and the hash... So they can see we are talking about money...  :(

Okay, I get it. And yep, the txid seems legit. But the thing is you don't own the receiving address of this txid (investment to your coinbase) https://www.blockchain.com/es/btc/tx/efe4dbf333c4a048265d883403055ff6e08b522186de346791d0c109773c1be3

Because, afaik, coinbase is like coins.ph, while their users have different address for receiving but when some specific users send BTC to someone, they send it base on the inputs and the amount you want, so it came from different address (might not yours) to the receiving address.

Now, that the investment platform sent the funds back to that address, the balance will reflect to the account of the wallet where the address was assigned.

Now that you can't blame the investment platform for such irresponsible task they done, without asking you your receiving address.
Your only last hope is to ask coinbase support.

Have you contacted their social media handles? Much better to give all the necessary details to their support just don't give them your coinbase login details.

Like the above said Coinbase doesn't allow BTC being returned directly to an address it was sent from.

Read this:

Source: https://support.coinbase.com/customer/en/portal/articles/2371899-how-do-i-refund-a-digital-currency-transaction-

So it means you will not receive your bitcoin from the investment platform you are talking about.

I also think that the platform you are talking about is lying and use other TXID to present as proof that they sent back your BTC. Maybe they know that you are using Coinbase.

Why not, share the website of the platform you are talking about here so that we know if it is legit or not.

Have you checked the TXIDs? As far as I can tell, those addresses have two connections (A sent to B and vice versa)[1], so 'faking' it is not possible. It also doesn't make sense if they sent 32 BTC to Coinbase because they could keep it.

[1] https://learnmeabitcoin.com/tools/path/?start=3JoYDbhh7DCwEyzuVu1Cxu6L4dpPGcRn66&end=1NfMaoyVMzXykMjMbUtmPuvJfgMthPwc1v

But long ago I remember after purchasing something the merchant issued a partial refund for my order. And I got it in my coinbase account without a problem.
Even knowing the Coinbase term, we're talking about $300k, they could at least make an exception.

Both transaction are valid. From where sent fund to and its returned from same address to where came from. So the fund directly goes to coinbase hot wallet instead
 There is hope since From/To and To/From address is same. But its depend on coinbase. I hope only 1% that you may get refund your fund. But that's isn't falt of coinbase, its falt of platform where you sent fund. But unfortunately you lost fund. I am wondering how a platform directly sent fund to sent address without your withdrawal? Shouldn't withdraw fund manually? Just doesn't accept terms and conditions and return fund to sent address is a stupid behaviour.

Feeling sorry for your loss, but how you dare you to use coinbase with such as big amount. Why you do not use hot wallet like Bitcoin core or Electrum? If you were did that then you don't need to open this thread today. Usually if I have more than 0.1BTC to hold then I use electrum. Coinbase us just use locally for cash in.

There is only hope you should contact them anyhow. Try to contact with then via all social media. Best wishes for you.

After reading all the replies, it seems coinbase is the only one who can refund you back so just wait for their response it will take a while to get. Coinbase is such a big crypto trading platform so they will handle support tickets on a queue based as most platforms do so you don't blame for their late response you may have to consider these things before.

He had to use their services to buy those coins. but yeah, he had to withdraw them to his personal wallet before sending them to the private platform.
That's a lot of money we are talking about here. @OP, am sure your problem will be resolved as far as you can prove tose coins are yours. keep all proofs safe such as transactions IDs and emails you exchanged with the private platform support (you may need it).
All you have to do now is to find a way to get in touch directly with coinbase's support team.

OP, the only hope I see is to contact Coinbase support and push them as much as you can. If you do not hear from them or if you are really not seeing much progress then create a scam accusation against them. This will help to create awareness.

It's not a small amount of money at all. Coinbase should do some exceptions in this case.

Sorry that you are going through this sorts of situations.

Coinbase support is legendarily awful. This forum, reddit, twitter, medium and elsewhere are filled with stories of people submitting multiple tickets/emails/calls over several months and only ever getting automated replies that solve nothing. 3 weeks to simply change the number that displays on your account is utter nonsense. They don't even have to make a transaction, since the 32 BTC was sent out from, and then returned to, their main central hot wallet.

There seem to be two ways to actually get them to respond to your case: Cause enough of a ruckus on social media platforms, or pursue legal action. Here is a list of all their social media channels: https://support.coinbase.com/customer/en/portal/articles/1766604. I would suggest opening threads and trying to get some traction in /r/bitcoin and /r/cryptocurrency, on twitter, and on medium. Often if a thread hits the front page of one of the crypto subreddits, it suddenly goes from "months without a response" to "solved within a few hours".

If that fails, then I would escalate to a court order, since we are talking about over a quarter of a million dollars. Your profile says you are located in Spain? I'm not familiar with Spanish law, but EU law certainly lets you file a payment order cross border in EU countries. Coinbase is registered in the UK and has UK offices. Have a look here: https://e-justice.europa.eu/content_order_for_payment_procedures-41-en.do

You could always email them and let them know you are escalating to court proceedings. That might be enough for them to actually take the 10 minutes required to handle your case.

And it goes without saying, once this is resolved, get your funds off Coinbase.

The whole story is full of madness .

_ You use coinbase as a wallet . {extremely dangerous)
_ At once "i guess" you deposited 300k$ to your trading account then purchase 32 btc . {That's crazy}
_ You afford to send the 32 btc at once from coinbase to a private investment platform . {It should be a non-professional one, as no one is crazy to set automatically the refund of 32 btc}
_ You didn't mention that you contacted the private platform team about the issue, i think they are responsible about the consequences of their unprofessional system. {I can't find a reason why you don't mention the name of that platform}

OP , i expect you to have enough knowledge and cleverness to invest a big money in this risky way.
My advice to you can be resumed in this quote: {Good luck & Sorry for you big lost}

Be that as it may, Coinbase is regulated by the US government and won't get away with keeping OP's coins if OP can prove what happened.  They're not some shady, unregulated exchange with an unknown address like Yobit or one of those.  So even though their customer support might suck ass, I have a feeling that OP can and will get his bitcoins back as long as he aggressively pursues this, which he definitely should.

Aren't there any lawyers on this forum?  I don't know who OP could go to with this problem, but if Coinbase is stonewalling him I'm sure he's got options as far as help goes.  I just don't know who.  

Whoops, I missed this followup post.  OP, did you get your coins back yet or what?

There really shouldn't be more than a day's queue during what is one of the quietest trading periods. If it's over 3 weeks now, how long will it be during the next frenzy? I honestly didn't realise their support was quite this bad.

Thank you very much for your answers. Im still waiting for an answer from the support team.


Normally, I don't use Coinbase as a wallet, I use Coinbase for Buy Bitcoins or Sell them.


It is not the first time I bought Bitcoin. Its true that is the first time with this amount.


Thanks, the problem here is that they dont response... I just get automatic response...


CoinBase don't need to prove the funds because I bought the 32 Bitcoin with SEPA and Coinbase. Then I sent them to an address.. and They sent them back to the same address.


The platform is OctaFx its a legit platform. They sent to the same address as it's there compliance procedure...


I don't have them back. The platform sent to the same address (Hot wallet from Coinbase). So.. I don't have them in my wallet.

I will keep pushing sending emails. It's the only way I can.. Because I try to put a post on Reddit, but I don't have karma, so they (Coinbase) erase my post.

Anyone know any other email than help@coinbase.com??

Thanks! I will update when I have some news...

Thanks! As I said... I bought the Bitcoins with CoinBase and then I sent to the platform.


I tried with Twitter and Reddit but not answer... Im going to try to find another email for send my case.. Because help@coinbase.com doesn't work. They don't answer email...

OK, so hopefully it's clear. Coinbase is the only one who can help you. Blockchain proves that their address has the funds. You now only need to prove that these funds belong to you, which I guess is possible if you show them your trading platform withdrawal request.

Prepare all this and other evidence first so when support does return to you, you don't waste time.

Twitter and FB seem to be their primary support tools. Have you tried them?

Try this phone support +1888-908-7930 and +44808 168 4635. Seems to work. Someone I know got an answer within 10 mins recently.

How about contacting them directly on the phone?
This is what I found from their support page +1(888)908–7930 it is a US phone call support from Coinbase and 0808-168-4635 from UK phone support. Let's hope that they are not busy.

Check these other contacts below.

- http://facebook.com/Coinbase
- https://www.instagram.com/coinbase/
- https://mobile.twitter.com/coinbase
- https://mobile.twitter.com/CoinbaseWallet
- https://mobile.twitter.com/CoinbaseCustody
- https://mobile.twitter.com/commerceCB
- https://mobile.twitter.com/CoinbaseSupport
- https://mobile.twitter.com/CoinbaseCard

Source: https://support.coinbase.com/customer/en/portal/articles/1766604-is-coinbase-present-on-social-media-

I just put all Coinbase Twitter accounts above to make sure you don't miss one of their contacts.

---

Other email contacts:
- wallet.support@coinbase.com
- wallet.devs@coinbase.com

Investment platform also did mistake, they assumed you want your coins returned to same address? But this is not bank accounts, its crypto, it could be one time use address. They should ask to what address they should return your coins.
Ridiculous, coinbase should still control that address they returned your coins so post above describing all contact informations with them. Use them.
Spam them, the more you spam they will more likely to do their job. Good luck!

I have seen a similar case before but it is ethereum. A friend thought he had copied the correct wallet address he wants to send his token to not knowing it's the token smart contract that's on his clipboard, the team never send him back his token.
The one at fault here is actually the trading and investment platform, they should have asked him which wallet did he want the funds to be sent back to. Coin base won't do anything about it and would consider it as a donation. 

Don't lose your hope, still you have chances but be patient until the real staff from coinbase contact you via email, you can also contact them via telephone number which is available on their official contact us page.

Hi guys! Im still waiting for the answer of the team from Coinbase. I just received an email from OctaFx explaining why they sent to the same addres



I don't know if this was the right way.. So I will try again and again to contact the support team... What a nightmare...

Their explanation quite reasonable. You can't blame them and they have nothing to do since they already sent back your fund. Only hope is coinbase support. I didn't counter that kind of case nor I heard previously. Had you tried to call them directly to talk about your issue? You should try all the way to contact them somehow. Please handle with patience and don't be hopeless.   

Update

After 3 weeks sending email every day and more than 1 month waiting.. Coinbase are going to check everything with OctaFX and send me back my funds...

I hope this post can help people to not lose the hope If they have the same or similar problem!!

I will wait for the funds...

Thanks to all!! <3 <3

Better luck for you, sometimes they would busy due lots of support ticket. Since they reply and they will investigate your case then you will get back your fund. I am 100% sure on that case since there is no lack on your provided evidence. Sent received both address is same so there is enough reason why they would return that fund if they really investigate. That's why I told you, don't be panic and handle with patience. My personal suggestion is, just buy Ledger to store your bitcoin and handle from there. So your risk of lost fund and hacked would reduce. You can say divice is fully safe for hold your fund. Just need take care about your device and 24 word recovery phase. I just bought and arrived today in my hand.

Anyway when you get back your fund then you should move it any cold wallet. And handle it from there. Otherwise at least hot wallet should use, use coinbase just for buy (not for handle your fund). Just be your own bank.

Best wishes for you and hope this is lesson for you and other users as well.

Waiting for good news when you will receive your fund.......

For the sake of other people who may be going through the same inconvenience with Coinbase's terrible customer support, did you do anything specific, make any specific statements (i.e. mention court orders or other legal processes), or contact them in any specific way that seemed to cause them to actually do their job, or was it just a case of constantly badgering them on a daily basis?

Pleased you are getting your bitcoin back, and hopefully you'll take all the advice on this thread to heart and not trust Coinbase (or any other third party) to hold your coins for you in the future.