Coinbase accidentally put 20 BTC in my account, then charged me for them without contacting me about the mistake! Coinbase accidentally put 20 BTC in my account, then charged me for them without contacting me about the mistake! Any order since my complaint has been "high-risk" cancelled, too.

Here's how the worst customer service experience of my life starts:

I open a ticket regarding an unauthorized charge I discovered on my credit card in December. It takes them over a month to get back to me, to which they only ask 'If I still need help with this issue' since they are growing and have a high volume of cases, etc.. I respond with yes, and still don't hear back from them for over a week.

First I'm told it appears that I entered my account into a phishing website (I didn't) and that a hacker must have bypassed my 2FA to buy these bitcoins. I responded that they clearly didn't even look into the issue and gave them direction to review the exact transactions that I had mentioned in my first post.

I then received a reply from a different customer support rep saying the previous Support response was made 'in error', and that this is what happened:

On this date, my order to SELL 20 BTC for some reason failed. The system instead put an extra 20 BTC into my account a few days later as an erroneous correction (so instead of my account being -20BTC it's now +20BTC). All the while, the order was left in a 'Pending' state with confusing details (i.e. the order said my money should appear in my bank account on such and such date).

About 10 days later they charged me for this extra 20BTC automatically, which my bank account refused because I didn't have the money for, and so it went to my credit card instead.

I asked them to reverse the charge because I do not owe them the money they charged me, I owe them 20 BTC they accidentally gave me (at best). This is the law.

They only offered apologies for the confusion and would not do anything else since the account was 'balanced'.

I am now having to waste even more of my time with my credit card provider to dispute this charge. I explained the story and given that I have emails from Coinbase admitting that this mistake was their fault and not mine, they have agreed that what I owe Coinbase is 20 BTC. Again, this is the law. If a bank accidentally deposits $100 in your account, you owe them $100, not some other product they deem to be worth $100.

This is just plain wrong. And this is the worst experience with a company I've ever had.

The kicker is Coinbase has now cancelled all of my orders since complaining about this, due to "high-risk", despite my months of patronage, despite a fully verified account, despite 2FA. edit: this part got resolved.

submitted by brainseating

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