|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.