December 13th came by and it was this past Friday. No coins ever came in, the only thing CoinBase did was lock in a price for me @ $868.91. Again, they locked in a price and didn't give me coins on the day they told me they would deliver the coins.Ever since the 13th, my transaction page has been showing the following:
http://i.imgur.com/R2qEn8E.png
As you can tell, the funds cleared their end on the 11th. BUT... it still says pending for crediting the coins.<p>This is how the history page looks like:
http://i.imgur.com/BQ4fUwZ.png
Just take a look at that...it actually says that the transaction has been completed here.
Let us now look at the email conversation:
http://i.imgur.com/6SQht98.png
http://i.imgur.com/eNlIS0V.png
I gave their team eight hours to get back to me and settle the issue. They have now missed that deadline so I am taking this matter a bit public. Further avoidance by them will lead me to make a few calls to news stations. I have the right contacts to easily put myself in the media.
Now the real dilemma for me here is the fact that while CoinBase.com has locked in a price for me, because they have failed to deliver I cannot sell my coins at any rate. Bitcoins could drop down to $200, and only then might they deliver the coins. The issue at that point is that I would be down a crazy percent already. If they had delivered the coins on the 13th as they had initially promised to, there would not be this issue.<p>Give me a break, the company just secured $25m in VC and this is how they are treating their clientele.<p>"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Sent $35,104.11 USD to CoinBase. Never received Bitcoins"}},"_tags":["story","author_mgrunin","story_6929705","ask_hn"],"author":"mgrunin","children":[6929904,6929911,6929912,6929915,6929916,6929926,6929935,6929945,6929955,6929958,6929976,6929978,6929991,6929998,6930001,6930008,6930016,6930030,6930036,6930043,6930047,6930067,6930095,6930106,6930109,6930126,6930128,6930163,6930173,6930174,6930207,6930223,6930247,6930282,6930300,6930321,6930346,6930408,6930458,6930476,6930479,6930524,6930547,6930588,6930596,6930738,6930853,6930943,6930982,6931002,6931146,6931267,6931348,6931416,6931630,6931993,6932130,6932546,6932549,6933067,6933167,6933185,6933459,6935869,6940371,6951728,6967119,6989088],"created_at":"2013-12-18T18:59:10Z","created_at_i":1387393150,"num_comments":475,"objectID":"6929705","points":658,"story_id":6929705,"story_text":"This story dates back to December 8th when I initiated an ACH transfer with CoinBase.com for a total sum of $35,104.11. On that very same day, the system informed me that I would be credited with the bitcoins come December 13th.
December 13th came by and it was this past Friday. No coins ever came in, the only thing CoinBase did was lock in a price for me @ $868.91. Again, they locked in a price and didn't give me coins on the day they told me they would deliver the coins.Ever since the 13th, my transaction page has been showing the following:
http://i.imgur.com/R2qEn8E.png
As you can tell, the funds cleared their end on the 11th. BUT... it still says pending for crediting the coins.<p>This is how the history page looks like:
http://i.imgur.com/BQ4fUwZ.png
Just take a look at that...it actually says that the transaction has been completed here.
Let us now look at the email conversation:
http://i.imgur.com/6SQht98.png
http://i.imgur.com/eNlIS0V.png
I gave their team eight hours to get back to me and settle the issue. They have now missed that deadline so I am taking this matter a bit public. Further avoidance by them will lead me to make a few calls to news stations. I have the right contacts to easily put myself in the media.
Now the real dilemma for me here is the fact that while CoinBase.com has locked in a price for me, because they have failed to deliver I cannot sell my coins at any rate. Bitcoins could drop down to $200, and only then might they deliver the coins. The issue at that point is that I would be down a crazy percent already. If they had delivered the coins on the 13th as they had initially promised to, there would not be this issue.<p>Give me a break, the company just secured $25m in VC and this is how they are treating their clientele.<p>","title":"Sent $35,104.11 USD to CoinBase. Never received Bitcoins","updated_at":"2026-03-11T08:28:19Z"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"kripy"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Coinbase lays off around 1,100 employees"},"url":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"https://www.coindesk.com/business/2022/06/14/coinbase-will-layoff-around-1100-employees/"}},"_tags":["story","author_kripy","story_31742590"],"author":"kripy","children":[31742903,31742904,31742945,31743106,31743109,31743173,31743207,31743311,31743332,31743377,31743391,31743457,31743695,31743748,31743765,31743915,31744044,31744366,31744883,31745183,31745610,31745627,31746067,31746072,31746074,31746563,31746911,31747144,31747671,31747951,31748499],"created_at":"2022-06-14T17:12:37Z","created_at_i":1655226757,"num_comments":1021,"objectID":"31742590","points":608,"story_id":31742590,"title":"Coinbase lays off around 1,100 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But my issue is rather more extreme than a wire transfer that takes a few weeks to go through - I've been waiting for over five months for Coinbase to unlock my account and allow me to access my funds. Since August 20 of 2017 to be exact.
I've never experienced or even heard of such a long wait time for action to be taken on an open customer support ticket and I honestly have no idea how to proceed. Should I start contacting the CFPB or BBB, writing registered letters, etc?
To be clear, I have had contact with various Coinbase customer service reps since August. I also have tried emailing and tweeting at the CEO and Coinbase executives. The refrain is always the same: "We're expanding fast and adding to our customer service team. Your case has been escalated for further review. Please bear with us." I've been patient for months now and am thinking that maybe I'm not following the right strategy - any advice?
[1] https://news.ycombinator.com/item?id=16106793"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?"}},"_tags":["story","author_benbreen","story_16261136","ask_hn"],"author":"benbreen","children":[16261251,16261284,16261436,16261437,16261438,16261483,16261522,16261543,16261633,16261636,16261663,16261686,16261692,16261760,16261765,16261772,16261798,16261825,16261912,16261944,16261965,16261975,16261984,16261985,16262184,16262209,16262234,16262258,16262328,16262458,16262652,16262671,16262673,16262806,16262838,16262885,16262901,16262941,16263105,16263195,16263224,16263269,16263528,16263841,16264093,16264579,16268238,16268606,16276331,16284246],"created_at":"2018-01-29T22:16:07Z","created_at_i":1517264167,"num_comments":182,"objectID":"16261136","points":475,"story_id":16261136,"story_text":"So Coinbase's disastrous customer service has come up on HN before [1]. But my issue is rather more extreme than a wire transfer that takes a few weeks to go through - I've been waiting for over five months for Coinbase to unlock my account and allow me to access my funds. Since August 20 of 2017 to be exact.
I've never experienced or even heard of such a long wait time for action to be taken on an open customer support ticket and I honestly have no idea how to proceed. Should I start contacting the CFPB or BBB, writing registered letters, etc?
To be clear, I have had contact with various Coinbase customer service reps since August. I also have tried emailing and tweeting at the CEO and Coinbase executives. The refrain is always the same: "We're expanding fast and adding to our customer service team. Your case has been escalated for further review. Please bear with us." I've been patient for months now and am thinking that maybe I'm not following the right strategy - any advice?
[1] https://news.ycombinator.com/item?id=16106793","title":"Ask HN: 5 months and counting waiting for Coinbase customer support. 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Frenzy","updated_at":"2025-12-15T19:02:51Z","url":"https://www.nytimes.com/2017/12/06/technology/coinbase-bitcoin.html"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"jb1991"},"story_text":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Just got this email from Coinbase, and it seems one by one the promises of crypto of the last several years are evaporating:
Starting on June 27, Coinbase will introduce some changes required by local regulations. Specifically, when you send crypto outside of Coinbase, we are required to ask you for the name and physical address of the recipient and the purpose of transfer. In certain cases we may require you to link a Coinbase Wallet to your main Coinbase account in order to send crypto assets off the Coinbase platform. This allows us to verify that you control the Coinbase Wallet that is receiving the crypto assets."},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Tell HN: Coinbase now requires physical address of recipient in crypto transfers"}},"_tags":["story","author_jb1991","story_31858460","ask_hn"],"author":"jb1991","children":[31858685,31858690,31858694,31858696,31858701,31858742,31858769,31858846,31858858,31858869,31858875,31858921,31858955,31859039,31859048,31859074,31859090,31859115,31859168,31859214,31859237,31859268,31859342,31859369,31859462,31859467,31859473,31859521,31859556,31859595,31859612,31859662,31859756,31859816,31859861,31859925,31860119,31860129,31860149,31860241,31860274,31860331,31860412,31860534,31860607,31860731,31860783,31860909,31860993,31861148,31861154,31861255,31861260,31861327,31861470,31862202,31862420,31862472,31862540,31863588,31864055,31864262,31864363,31865039,31865171,31865191,31865407,31865436,31865694,31865773,31865822,31866439,31866999,31867527,31868105,31870463],"created_at":"2022-06-24T06:39:52Z","created_at_i":1656052792,"num_comments":409,"objectID":"31858460","points":387,"story_id":31858460,"story_text":"Just got this email from Coinbase, and it seems one by one the promises of crypto of the last several years are evaporating:
Starting on June 27, Coinbase will introduce some changes required by local regulations. Specifically, when you send crypto outside of Coinbase, we are required to ask you for the name and physical address of the recipient and the purpose of transfer. In certain cases we may require you to link a Coinbase Wallet to your main Coinbase account in order to send crypto assets off the Coinbase platform. This allows us to verify that you control the Coinbase Wallet that is receiving the crypto assets.","title":"Tell HN: Coinbase now requires physical address of recipient in crypto transfers","updated_at":"2026-08-26T07:44:48Z"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"JacobHenner"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Coinbase suspending USDC:USD conversions over the weekend"},"url":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"https://twitter.com/coinbase/status/1634399032767307776"}},"_tags":["story","author_JacobHenner","story_35105039"],"author":"JacobHenner","children":[35105353,35105365,35105400,35105521,35105609,35105752,35105863,35105893,35105913,35106041,35106074,35106264,35106784,35107344,35107351,35108138,35108161,35108190,35108607,35109547,35109856,35110231,35110250,35110809],"created_at":"2023-03-11T03:47:22Z","created_at_i":1678506442,"num_comments":266,"objectID":"35105039","points":382,"story_id":35105039,"title":"Coinbase suspending USDC:USD conversions over the weekend","updated_at":"2026-05-12T19:53:55Z","url":"https://twitter.com/coinbase/status/1634399032767307776"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"permanence"},"story_text":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"I placed an order for bitcoins early last week and was slated to receive them on Friday. Not only did I not recieve them, the transaction disappeared from my account, even though the ACH withdrawal had already clearly happened from my bank account.
Now, I'm still missing bitcoins in my account for transactions that have already been cleared and I've received a portion of the $10,701.03 in bitcoin at the price that I was was locked in at if I was to receive them on Friday, December 13th. I received them 5 days late and at the price locked in on December 8.
Coinbase is at fault and they've violated their own terms of service. I've asked for a similar resolution that the other gentleman on HN got from Brian, and this is the response I received from their customer support:
"I'm not sure how that guy got the CEO of the company to intercede on his behalf, but that's definitely not a normal handling of that case.
I simply do not have the ability to do that, I'm sorry. None of the admins do. That guy must have been one of our extremely high volume VIP users or something in order for something like that to have happened.
I...don't really know how to respond further. That does seem somewhat unfair. Very sorry, but I just don't have the ability to push through such a request. Nor is it possible to forward a ticket to our CEO. My apologies, but I'm just not able to be of further help here..."
What's wrong with Coinbase right now? I'm a huge fan of them, but this is terrible customer service. I can't get a fair resolution because your ticketing system doesn't allow you to send a ticket to Brian or any of your other superiors? What kind of customer service is this?
I would even love an acknowledgment that Coinbase violated its TOS and is in the wrong here. I'm just looking for a fair resolution."},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["coinbase"],"value":"Sent $10,701.03 to Coinbase. Still missing bitcoins."}},"_tags":["story","author_permanence","story_6933360","ask_hn"],"author":"permanence","children":[6933605,6933632,6933633,6933655,6933671,6933679,6933684,6933685,6933705,6933711,6933741,6933742,6933788,6933847,6933864,6933886,6933892,6933978,6934003,6934031,6934103,6934145,6934193,6934327,6934558,6934623,6934749,6935008,6935052,6935077,6935262,6935281,6935384,6935775,6935777,6936165,6936372,6937258,6937460,6940105,6943019,6951040],"created_at":"2013-12-19T07:27:04Z","created_at_i":1387438024,"num_comments":133,"objectID":"6933360","points":343,"story_id":6933360,"story_text":"I placed an order for bitcoins early last week and was slated to receive them on Friday. Not only did I not recieve them, the transaction disappeared from my account, even though the ACH withdrawal had already clearly happened from my bank account.
Now, I'm still missing bitcoins in my account for transactions that have already been cleared and I've received a portion of the $10,701.03 in bitcoin at the price that I was was locked in at if I was to receive them on Friday, December 13th. I received them 5 days late and at the price locked in on December 8.
Coinbase is at fault and they've violated their own terms of service. I've asked for a similar resolution that the other gentleman on HN got from Brian, and this is the response I received from their customer support:
"I'm not sure how that guy got the CEO of the company to intercede on his behalf, but that's definitely not a normal handling of that case.
I simply do not have the ability to do that, I'm sorry. None of the admins do. That guy must have been one of our extremely high volume VIP users or something in order for something like that to have happened.
I...don't really know how to respond further. That does seem somewhat unfair. Very sorry, but I just don't have the ability to push through such a request. Nor is it possible to forward a ticket to our CEO. My apologies, but I'm just not able to be of further help here..."
What's wrong with Coinbase right now? I'm a huge fan of them, but this is terrible customer service. I can't get a fair resolution because your ticketing system doesn't allow you to send a ticket to Brian or any of your other superiors? What kind of customer service is this?
I would even love an acknowledgment that Coinbase violated its TOS and is in the wrong here. I'm just looking for a fair resolution.","title":"Sent $10,701.03 to Coinbase. 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