Coinbase ignored to solve problem & return money

[tieuholuckyboy]

Hello everyone!

Coinbase is very popular as you already knew. However, they way they solve problems really make me disappointed. I won't make this thread unless I can't stand them anymore.
I made a request to withdraw my money from my vault on July 27th. However, the transaction didn't complete (its status was "Generating transaction" all the time), so I cancel my transaction after about half a day but they never return me my money. I've already sent them 4 tickets, they answered to the second ticket and require me to provide more information and I did it. Sadly, they never answered to my third and fourth tickets. Here's what I wrote in my last ticket:

"Hello,

I made a request to withdraw my money from my Vault whose name is "Ví bitcoin". It was made at 7/27/2017 22:32 PM to an external BTC address. The transaction amount is 0.02183532 BTC. I waited for this transaction to be generated so that I could click on the "Approve" button, which usually sent to my email address and then I could enter my password of my vault so that the transaction could be cleared! But its status was "waiting for the transaction to be generated" or something like that. I waited for about half a day but nothing changed. So I canceled the transaction.
However, there was something wrong with your system, when I check on the main page (https://www.coinbase.com/dashboard) at the "Recent Activity" section, its status was "Waiting for approval" but when I went into its detail (View Details), its status was "Canceled". BUT MY MONEY HASN'T COME BACK YET!
I made 3 tickets but I haven't got my answer. One more thing, after the third ticket, this transaction disappeared from my Account !?!
You can check these two captures which I also sent you in the previous ticket:
https://i.imgur.com/euYQNWY.png
https://i.imgur.com/8zdEx6G.png
I've been using Coinbase since I first made a transaction with Bitcoin. I hope you could help me solve this problem because I've been waiting for nearly 20 days!
Thank you for reading."

Could anyone show me how to ask them to solve my problem? I really appreciate that. Thank you very much!

[Lanatsa]

Hello everyone!

Coinbase is very popular as you already knew. However, they way they solve problems really make me disappointed. I won't make this thread unless I can't stand them anymore.
I made a request to withdraw my money from my vault on July 27th. However, the transaction didn't complete (its status was "Generating transaction" all the time), so I cancel my transaction after about half a day but they never return me my money. I've already sent them 4 tickets, they answered to the second ticket and require me to provide more information and I did it. Sadly, they never answered to my third and fourth tickets. Here's what I wrote in my last ticket:

"Hello,

I made a request to withdraw my money from my Vault whose name is "Ví bitcoin". It was made at 7/27/2017 22:32 PM to an external BTC address. The transaction amount is 0.02183532 BTC. I waited for this transaction to be generated so that I could click on the "Approve" button, which usually sent to my email address and then I could enter my password of my vault so that the transaction could be cleared! But its status was "waiting for the transaction to be generated" or something like that. I waited for about half a day but nothing changed. So I canceled the transaction.
However, there was something wrong with your system, when I check on the main page (https://www.coinbase.com/dashboard) at the "Recent Activity" section, its status was "Waiting for approval" but when I went into its detail (View Details), its status was "Canceled". BUT MY MONEY HASN'T COME BACK YET!
I made 3 tickets but I haven't got my answer. One more thing, after the third ticket, this transaction disappeared from my Account !?!
You can check these two captures which I also sent you in the previous ticket:
https://i.imgur.com/euYQNWY.png
https://i.imgur.com/8zdEx6G.png
I've been using Coinbase since I first made a transaction with Bitcoin. I hope you could help me solve this problem because I've been waiting for nearly 20 days!
Thank you for reading."

Could anyone show me how to ask them to solve my problem? I really appreciate that. Thank you very much!

Yes, coinbase is famous , famous on having this kind of issues which is related on holding funds,block accounts and need verifications. In your case its really sad to think off that they didnt still respond on your 3rd and 4th ticket. If a transaction have been canceled normally funds would really be credited back.

[LeGaulois]

Coinbase is the worst place to have a problem and hoping to see it resolved. I don't know if they have topic on Reddit, you can try to post there, or in their own forum. Sometime Reddit and Twitter are good to get attention faster than support tickets

[goinmerry]

Could anyone show me how to ask them to solve my problem? I really appreciate that. Thank you very much!

Only Coinbase can solve your problem. Lurking at some of their respective threads in crypto forums might help bumped your concern but still not an assurance they will saw your ticket. You have no choice but to wait or just continue to keep bumping your concerns.

Their support is really not that good much especially as of now that they are receiving lots of tickets everyday. Hoping it will resolved soon.

[deadsilent]

Coinbase is known from bad support. They have terrible support. I don't think they will solve your problem in time. Maybe few days or week before they notice your concern or treat it as a loss. They are known for that. Just don't use any web wallet next time to avoid inconvenience like this one. Use mycelium or electrum to store and send funds. There's so much disadvantages on using web wallets like they can easily block you and never recover your money and selectively scamming people. You problem is not common tho. But im telling you. They have the worst support.

[magneto]

Try to reach out to Brian Armstrong personally on social media and complain about this issue as well as support not responding. After all he is the owner of the company and he promised to make coinbase support better by this or next year.

I've used coinbase vault in the past but have never encountered this problem. did you click anything on your email at all? Did they even deliver the confirmation email or no? What is really really weird is that it says cancelled, when it should stay awaiting approval.

Are you sure you have checked your spam folder, and everything? Did you hold your own keys(there is two options, either let coinbase hold everything or you can hold your keys)? If yes, then you don't even need their support to claim your btc. But i highly doubt that.

[tieuholuckyboy]

Try to reach out to Brian Armstrong personally on social media and complain about this issue as well as support not responding. After all he is the owner of the company and he promised to make coinbase support better by this or next year.

I've used coinbase vault in the past but have never encountered this problem. did you click anything on your email at all? Did they even deliver the confirmation email or no? What is really really weird is that it says cancelled, when it should stay awaiting approval.

Are you sure you have checked your spam folder, and everything? Did you hold your own keys(there is two options, either let coinbase hold everything or you can hold your keys)? If yes, then you don't even need their support to claim your btc. But i highly doubt that.

After making the request to withdraw my money. It showed that the transaction was being generated. There was no confirmation mail. I had waited for half a day but nothing changed. Then I canceled it but my money never came back.

[crairezx20]

Try to screenshot and save the address in coinbase this is your proof that you own that address in coinbase..
Then screenshot your transaction that you made and then try to contact the support in their twitter support that you can found here https://twitter.com/coinbasesupport
And also try to contact them here https://twitter.com/coinbase
When i was experience pending issue and tried to contact them in support ticket i was trying to contact them in twitter.. until in facebook and spreading my proof.. And one day i received email from them the they will fix the issue and refresh my account..
Just try and try to contact them in other ways not only in support ticket..

[hello_good_sir]

Just to let you know. The problems have not ceased since the end of the last month and only have gotten worse it seems. There is even a thread that is pointing out the issues that coinbase is having: https://bitcointalk.org/index.php?topic=2140892.0

If i can recall correctly then the CEO of the company said in June that he would reduce support response time to less than 12h at the least, and Q3 would be spent on fundamentals such as customer support. But this has never happened, and unanswered support tickets are just piling up.

They do not deserve to get our business if they can't even answer a simple query in time. I would avoid using coinbase for now.

[DU18]

Coinbase is so much popular wallet from the beginning but it's very Sad to see people are giving negative opinion about coinbase.I always preferred to use blockchain because I haven't faced any problems using blockchain.And I saw their customer support is very good.Last week,I have install Coinbase on my Android and I am seeing now all these issue.I am afraid now,I will think twice before using Coinbase anymore.

[xypos]

Hello everyone!

Coinbase is very popular as you already knew. However, they way they solve problems really make me disappointed. I won't make this thread unless I can't stand them anymore.
I made a request to withdraw my money from my vault on July 27th. However, the transaction didn't complete (its status was "Generating transaction" all the time), so I cancel my transaction after about half a day but they never return me my money. I've already sent them 4 tickets, they answered to the second ticket and require me to provide more information and I did it. Sadly, they never answered to my third and fourth tickets. Here's what I wrote in my last ticket:

"Hello,

I made a request to withdraw my money from my Vault whose name is "Ví bitcoin". It was made at 7/27/2017 22:32 PM to an external BTC address. The transaction amount is 0.02183532 BTC. I waited for this transaction to be generated so that I could click on the "Approve" button, which usually sent to my email address and then I could enter my password of my vault so that the transaction could be cleared! But its status was "waiting for the transaction to be generated" or something like that. I waited for about half a day but nothing changed. So I canceled the transaction.
However, there was something wrong with your system, when I check on the main page (https://www.coinbase.com/dashboard) at the "Recent Activity" section, its status was "Waiting for approval" but when I went into its detail (View Details), its status was "Canceled". BUT MY MONEY HASN'T COME BACK YET!
I made 3 tickets but I haven't got my answer. One more thing, after the third ticket, this transaction disappeared from my Account !?!
You can check these two captures which I also sent you in the previous ticket:
https://i.imgur.com/euYQNWY.png
https://i.imgur.com/8zdEx6G.png
I've been using Coinbase since I first made a transaction with Bitcoin. I hope you could help me solve this problem because I've been waiting for nearly 20 days!
Thank you for reading."

Could anyone show me how to ask them to solve my problem? I really appreciate that. Thank you very much!

So you still haven't gotten anything from them?

This has been like 2 weeks already and if they aren't even bothered to give you a proper response of what is going on with their platform that honestly, this is a good time to move onto better exchange and wallets than coinbase.

Their support has just gotten so much worse from the start of the year, it's nearly like yobit. At least you know you will eventually get your money because coinbase is a regulated company.

[tieuholuckyboy]

So you still haven't gotten anything from them?

This has been like 2 weeks already and if they aren't even bothered to give you a proper response of what is going on with their platform that honestly, this is a good time to move onto better exchange and wallets than coinbase.

Their support has just gotten so much worse from the start of the year, it's nearly like yobit. At least you know you will eventually get your money because coinbase is a regulated company.

Thanks for your concerning. They have just solved my problem yesterday (09/10/2017). It's sucks because my problem started on 27th of July (~1.5 months). Anyway, they did return me my money but I think I never use Coinbase again. I agree with you that Coinbase is one of the worst platforms ever!

[cpfreeplz]

The more places you bug then the more likely someone will come across your post and help you. Try them everywhere, twitter, reddit, LinkedIn, Facebook, just anything you can think of. See if you can find an employee's email online and send them a message.

[timerland]

Thanks for your concerning. They have just solved my problem yesterday (09/10/2017). It's sucks because my problem started on 27th of July (~1.5 months). Anyway, they did return me my money but I think I never use Coinbase again. I agree with you that Coinbase is one of the worst platforms ever!

Good to hear that your problem was finally resolved.

I'm not sure whether you are aware of this or not but the Coinbase CEO actually said that the aim in Q3(aka the quarter that we're currently in, and is about to end) is to focus on fundamentals like customer support, and he said that he will be aiming to reduce customer support wait time to 6 hours.

What a joke if you look at how long you waited, 1.5 months is unacceptable.

I fully agree with xypos. Get out of coinbase, and find another wallet/exchange to use. Coinbase is a bomb waiting to explode.

[romani245]

I fully agree with xypos. Get out of coinbase, and find another wallet/exchange to use. Coinbase is a bomb waiting to explode.

I wouldn't use Coinbase for a bitcoin wallet. But they are a great place to get USD in and out of the system. Or just to sit USD on the books waiting to scoop up coins (FDIC insured). They are very deeply backed by VC money. I have a very high level of confidence that they have the funding and development/engineering team to overcome any bombs coming their way.