Topic: Coinbase - Worst support ever! (Read 332 times)

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.

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.......

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

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.   

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...

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.

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. 

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!

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:
- [email protected]
- [email protected]

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.

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 [email protected] doesn't work. They don't answer email...

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 [email protected]??

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

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.

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?

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}

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.

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.

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.

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.

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.