Coinbase Apologises to Customers Over Double Charging
Coinbase issued a statement to customers this weekend advising that they were not responsible for the error, but apologised for the inconvenience.
Coinbase has apologised to customers after duplicate transactions caused investors to be double charged for credit and debit card purchases. The world’s largest crypto-exchange issued a statement to customers this weekend, explaining that the payments issue had been identified and that action had been taken to refund any extra charges.
The statement read:
“Over the last two days, some customers who recently purchased digital currency with a Visa credit or debit card may have seen duplicate transactions posted to their cardholder accounts. This issue was not caused by Coinbase. Please see our blog post for additional detail.
Recommended steps to follow
- Check your statement — Please check your bank statement to ensure that you have not received duplicate charges. If duplicate charges have appeared, your bank should automatically post a refund within the next few days
- Contact your bank — If duplicate charges have not been refunded and/or if you have received other related charges (e.g., overdraft fees), please reach out to your bank to request that these charges be refunded
- Contact Coinbase Support — If your bank fails to refund these charges, please follow up with Coinbase Support early next week
Though we did not initiate these charges, we are deeply sorry for any inconvenience or hardship this has caused.”
The blog post that users were directed to includes a joint statement from Visa and Worldpay for Coinbase customers:
“Worldpay and Coinbase have been working with Visa and Visa issuing banks to ensure that the duplicate transactions have been reversed and appropriate credits have been posted to cardholder accounts. All reversal transactions have now been issued, and should appear on customers’ credit card and debit card accounts within the next few days. We believe the majority of these reversals have already posted to accounts. If you continue to have problems with your credit or debit card account after this reversal period, including issues relating to card fees or charges, we encourage you to contact your card issuing bank.”
“We deeply regret any inconvenience this may have caused customers.”
Not all customers were convinced by Coinbase’ insistence that they were not responsible for the error:
i haven’t seen the reversion posted. how long will it take?
— S O L E (@mcsole) February 17, 2018
Other customers voiced their frustration at the customer service provision
I just got charged twice for 2 of my transactions by Coinbase?? WTF?? And obviously you can’t get a hold of any one in customer service Ever! Can someone from Coinbase please help me resolve this issue before I call my bank…ridiculous!
— Jay Palani (@Jay_Palani) February 17, 2018