Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinstar transaction at 752pm ******** standard time. 1/26/23 Machine id # **************************** id# ******* The coinstar advertises this company coin me. I can deposit cash and easily send crypto to whatever wallet I want. My girlfriend used it with ease so I thought I would try. I put my money it. It charges higher than market prices of bitcoin and takes a fee and tells me to sign up on the coin me app to send the crypto. I do this and it says I can't be verified and to contact a phone number. I call it and awnnsering machine tells me they are not open until money and its Friday. I find a way to chat with the company but it wants me to make some other account and give my credit card and pay money in order to talk to someone when it is after hours. So if you want to talk to customer service 60% of the time company is closed and will refer you to spending more money if you want help. That can't be legal. I wait until Monday and finally talk to the channels that I can and im insured help is on the way and will be emailed. Im emailed a week later saying no one helped my case and they hope I just dont need help anymore. This is crazy I have all the records. I chat again and communicate this and im told a advance agent will email at some point and they will be able to make everything good. This agent tells me I did something wrong but won't tell me what and that my account will be closed and I have to do xyz if I want to get a refund sent to me by check that will take weeks and weeks and that fees and charges will be taken out of that money for the service they provided me. My money was stolen. I dont have a current utility bill I just moved so its just another weeks before I can get the refund. I've been punished. This was a horrible experience im so upset. They robbed me and were rude to me this cant be legal.

  Business Response

  Date: 02/20/2023

  Unfortunately due to a violation of our terms of service, the customer is no longer eligible for an account. As seen in the images provided by the customer, we have issued him our reimbursement form. Once the form is complete, the customer will be issued a check for a return of the funds.

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CoinMe is pretty much a nightmare to deal with... perhaps even a huge scam. I have been trying to close my account and get what little money is left for weeks now. I have used different computers and I have live chatted with several agents with no results. I have a case (#********) that has been passed around and now another email informs me that it has been transferred to the engineering department. I only want to close my account and receive a tracking number to pick up the money from MoneyGram. CoinMe will not complete the sell order! My account is very small and I just want off this ride. I want my money and I want to stop wasting all the time it takes to go through their litany of agents and "specialists" to get this done. Despite their advertising of "buying and selling instantly" and with ease, absolutely no one I've chatted or emailed with is either capable or willing to help just close my account and allow me to withdraw the funds. I want my money, it's a simple solution.

  Business Response

  Date: 02/22/2023

  The customer has been issued the reimbursement as requested in the mentioned case (********). Customer has been delivered the check for the funds in question.

  Customer Answer

  Date: 02/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I received my check on Friday.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thanksgiving Day, November 24, 2022 I used the company Coinme to purchase Bitcoin in the amount of $970. The machine took all my money but the transaction receipt noted they were closed and the transaction could be completed by calling their support phone line. Nowhere on the machine did it note Coinme was not in working order. I contacted the company on Monday November 28, 2022 as they were closed until then. They do not work weekends and took the Friday before as a holiday as well. At that time, I mistakenly gave them my personal email information instead of my business email, not understanding fully what information was needed. There was no explanation or direction to clarify what information they actually needed. They immediately closed my account and I was told there were procedures to follow and my money would be reimbursed in 4-6 weeks. I provided all they requested within 24 hours: photos of the receipt and my ID. After a couple weeks, before Christmas I began calling and chatting and emailing, wanting to know what an estimated time of arrival for my check. I had no money for Christmas. Every week since then, I have called and left messages without one single return call. I have "chatted" with someone on their site only to be told it was not yet processed. I have sent numerous emails, including one to the owner of this company (it was returned undelivered). I received an email dated January 15, 2023 that stated an explanation of the delay due to high volume. Now, there is no communication status I can use to communicate with anyone at Coinme. No one will return my calls, chats are now links to answer general customer questions, and the customer service emails have not been answered but once. This week, February 5, 2023 begins the 12th week with no more information regarding the money owed me. I live alone, a retired school teacher surviving on Social Security and a monthly pension and a part-time job. This amount of money is precious to me. It is owed me. I have been patient and tried to be understanding, but this has gone on long enough. I want an immediate response from them and all my money reimbursed immediately.

  Business Response

  Date: 02/22/2023

  Due to a violation of our terms of service, unfortunately the customer is not longer eligible for an account. The customer has been issued a check for the full value of the voucher and the check has been mailed to her. 

• Initial Complaint

  Date:02/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $30 Dollars worth of bitcoin and reedeemed the voutcher successfully online in my coinme account. When I went to send the bitcoin to my wallet addresses the transactions never went through and no credits have been issued to my account or attempt to fix the issue and send the bitcoin to the valid addresses I had sent them too in the first place. Whenever i try to submit a chat request to fix the issue they have blocked my account so I dont even have access to speak to a representive to fix the issue. They need to refund my money or send it to the bitcoin addresses and stop stealing folks money and then not responding to fix issues in a ****** manner. I have attached the screen shots so you can see the types of shady activity theses folks are doing to people by not sending the crypto and not even ever having the transaction reach the blockchain (That like a bank saying I will wire the money but not release the trascation but give you a record the trasction was completed, that is total theft/fraud if they say they did it and dont send it to the blockchain for the trasaction to actually be completed). Oh wait its a technical issue but no resolution has been attempted to fix the trasaction so coinme thinks they can take my $30 dollars for free because I wont say anything WRONG) ************ is horrible with making stuff up as they go. See screen shots attached of these trascations never being sent and cancelled and then the bitcoin never being credited back to my account or sent to the wallet addresses i had sent them to orginally. I just need them to fix the issue send the crypto or credit my bitcoin back so i can try and send it again.

  Business Response

  Date: 02/28/2023

  Customer has been credited:

  ********** BTC

  0.00039538 BTC

  0.00071259 BTC

  0.00039604 BTC

  6500.00000000 DOGE

  All failed transactons have been rectified 

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a longtime client of CoinMe and have bought much. On Jan 25th I went to sell some Bitcoin to CoinMe and in return they deposit funds to my debit card. I continued to sell ********* ***, the system deducted the *** from my wallet balance but the transaction of loading the funds on my debit card failed. The money did not get sent, and my btc was not returned back to my wallet balance. I have followed up with their live chat 7 times in 9 days and every time they say a specialist will reach out with 24 hours. No has reached out and their phone number doesnt connect with anyone live. I am being frustrated.Transaction info: Date 1/25/23 for ********* btc Trans ID *************** Case opened on 25th Case #: ******** Please return my *** back to my crypto CoinMe wallet!

  Business Response

  Date: 02/28/2023

  The failed sell to the customers debit card in the amount of 0.05620803 BTC has been credited back to the customer's ********************** wallet

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  H C

• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 26, 2023 at 11:51 AM I tried to make a debit card sale of to convert my Bitcoin into a cash deposit of $860 to my bank associated with the debit card i used for the sale. The sale failed but they still took my bitcoin balance. I have screenshots of everything. The failed sale, my bank showing i never recieved a deposit. And every chat i have had with customer support who just keeps running me in circles. I try to contact them everyday, i do as they say and leave a voice mail but i get no callback. Please help me.

  Business Response

  Date: 02/28/2023

  The Customers failed sell has been credited to their account in the following amounts:
  
  0.03738268 BTC
  0.00017327 BTC
  0.00030307 BTC

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinme is a horrible company on 1/17 I purchased **** worth of vouchers Went to there hep me filed a complaint that I was unabe able to transact due to I had changed my number they did inform how to change? Just assigned me a case # and said they would be reviewing and sending something in my email still waiting for instructions from them? Still not l hearing from them # ******** another *******..? I'm trying to get reimbursed for the vouchers that I could not transact..To no avail same thing case #and they would review it? I'm looking for a reimbursement? I'm including pictures that they requested? I will use these people again

  Business Response

  Date: 02/28/2023

  The Reimbursement Policy for Account Closure has been sent to the customers email *************************** Once the customer provides the required documents, a check will be issued via ***** for the value of the account funds.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/24/2023 I purchased $500.00 of Bitcoin from a COINSTAR machine ( ID# ******. When I tried to redeem the voucher online I received a error code.(231 400 100 040) I have been calling for help daily. No response from Coinime. I have also tried checking on my registration and the same error code comes up. I have my redemption code and pin. Thank you.

  Business Response

  Date: 02/17/2023

  The customer has submitted blurry photos when signing up for his account. The customer has been instructed to submit clearer photos via email. 

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased bitcoin at a ATM got a voucher. Won't let me sign into the account. Due to many errors. Tried a bunch of ways to get into the account and tried customer service. I've tried to create a account with three different emails and phone numbers. No luck. Tried contacting customer service 10 times. No luck. Complete scam.

  Business Response

  Date: 02/03/2023

  The customer has successfully redeemed the Bitcoin to his account. Initially the customer provided blurry pictures but after resubmitting photos that are clear, he completed account creation and redeemed his Bitcoin. 

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Several transactions around July-August 2022 purchasing Bitcoin at affiliated Coinstar Kiosk.* Approximately $9,800 cash transaction total, with 4% processing fee and 7-15% Premium markup to asset.* Coinme is committed to allow me the ability to redeem vouchers purchased via their affiliate Coinstar.* Coinme has blocked my account, which is necessary for me to redeem my vouchers.* Coinme wanted me to complete KYC as a result of my transaction activity, which I was happy to do so; however, they requested bank statements to reflect my purchase, which was not possible because the cash came directly from payments received for services rendered for my patients. I was trying to work with Coinme by providing them proof of cash via my Payment ledger within my ****************** Software, in addition to sending them voucher images to show proof my cash transaction history, but they wouldn't accept.* Coinme block my account, would not provide me a reason for doing so, eventually sent me a message stating I violated their service agreement, but would not me a specific citation, thus leaving it as a generalization.* Coinme wants to reimburse me via a refund; however, this will not reflect what I actually paid, and upon their discretion, may be less that what I invested due to the 4% processing and premium fees, in addition to their power to choose the market price in which to reimburse me. This is unacceptable. I informed them that I either wanted the Asset purchased, which they are withholding from me, or a full refund of the actual cash value invested at the time. I informed them that I prefer that they simply give me access to my account so I can redeem my remaining vouchers of Bitcoin for transfer into my Cold Wallet... they refused.* I have requested multiple times for this case to be transferred to a Senior Executive and/or their legal department, but it seems to fall short at the lower end of the critical decision-making pool.

  Business Response

  Date: 01/25/2023

  Due to a violation in our terms of service, the customer is no longer eligible for an account. The customer has been offered a full refunds but has not provided the required documents to proceed. Once the required documents are provided the check will be issued.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18889870
  
  I am rejecting this response because:

   

  At this time, Coinme has destroyed my trust and confidence in this entire process.  My concern is a delay in receiving my check,with no one to assist me in tracking and assuring that the money actually gets to me, along with properly assisting me in the event is gets misplacedin the mail.  Another concern is them reverting back to their stated terms for reimbursement based on the current value of the asset, rather than the actual amount within the total transaction.  The current terms allow Coinme to make a market decision in their favor which may allow them to call the price at the market low, in addition to not including the same premium in reimbursement as was applied upon purchase, which was in the range of 8-15%. 
  
  The lack of proper communication and follow through on their end has is hard for me to overcome now that I have reached a tipping point.  In addition, I am greatly concerned that no specific reason could be provided as to why my account was blocked,especially when I was completely willing and in the process of working out the requirements of the *** process.  It was without any warning that my account was blocked, and without any specific reason or violation cited. 
  
  I am especially apprehensive about providing information from the entire voucher due to security reasons.  The entire voucher contains my specific code and pin for redemption.  I can only imagine that somehow my email was hacked, which allowed someone to open an account and steal my Bitcoin before Coinme could respond with the refund. 
  Coinme has unlawfully seized my Assets for which they were trusted to hold temporary custody upon my redemption and transfer into my personal wallet/ cold storage.  The Bitcoin asset belongs to me, not Coinme.
  In addition to the Vouchers, there is a small amount of Bitcoin that is locked in my account.  I have not been provided any follow up to my question as to how this will be redeemed, as it is not attached to the voucher.  Simply put, I want my asset purchased and completely disagree with Coinme holding power over me by closing my account without any specific violation cited. 
  
  My request is that they unblock my account and allow me to have full control over redeeming my Vouchers so I can transfer the asset out of their custody and into my custody, along with the amount that is still being held in the blocked account.  This will take several days because they only allow a limited transaction daily, so my account will need to remain open as I finalized the redemptions and transfers.  Once I confirm that the vouchers have been redeemed and Bitcoin transferred, I will notify Coinme so that they can finalize the closing of my account so that now new transactions may take place.

  
  
  Sincerely,
  
  *****************************