Coinbase, Inc.
Consumer Complaints
There are over 2974 complaints on file for Coinbase, Inc.. Dated between 2019-11-25 and 2014-09-10.
Complaints Page 10
2018-08-30
Branford, CT
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-08-29
Philatelic Center, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX Coinbase sent me an email stating that it would be closing my account for violating its terms of service. It did not say what part of the TOS I had violated. Coinbase then froze my account, and allowed me to withdraw my cryptocurrency assets only by using a tool on the Coinbase website. However, I was unable to withdraw {$7700.00} in US currency using the online tool. The only option that the online tool gave me for withdrawing the funds was a XXXX XXXX account that I had linked to Coinbase some months ago. By XXXX, however, that XXXX account had been closed for several months. Because my Coinbase account was frozen, I was not able to use the Coinbase website to add an new bank account to receive the frozen funds.
I pointed out this problem to Coinbase on XX/XX/XXXX, the same day that I received the account closure notice. In a phone call and email I asked Coinbase to simply return the funds to the same account from which I had wired them into Coinbase -- a XXXX XXXX XXXX XXXX XXXX account in my name. On XX/XX/XXXX I received an email reply from Coinbase customer service stating : " Ive just checked your account and can confirm that your request has been properly escalated. Once your request is cleared, well be sure to follow up. '' By XX/XX/XXXX I still had not received my funds, nor had Coinbase provided any additional explanation for the delay. I again wrote to customer service asking for an update and explanation, but to date ( XX/XX/XXXX ) have not received a reply.
Company Response: Closed with explanation
2018-08-28
IL
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I deposited {$500.00} in XXXX on a site called coinbase.com.
Now I cant access my account it lets me login then it doesn't load anything and is unresponsive an has been doing it for weeks now.
Company Response: Closed with explanation
2018-08-28
Beaux Arts, WA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-08-27
Hillsdale, NJ
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: XX/XX/XXXX I initiated a buy for approx. XXXX dollars ETHeruem. My Bank refused payment and the ETHeruem was returned to coinbase bringing any debt with them to XXXX. They blocked me buying on their platform but explicitly told me in a support ticket that I could use their wallet no problem. On XX/XX/XXXX and XXXX I deposited approximately XXXX Ethereum valued at {$1200.00} dollars at that time. When the price rose to approximately {$1600.00} dollars I went to withdraw them so I can sell them on another regulated exchange. But I was blocked from withdrawing. I contacted support and explained the situation and said this is essentially theft by locking my money away from me for an unrelated settled matter after I was informed that I would not be a problem.
There Language has no ambiguity and I attached the emails and support tickets that clearly state I can use the wallet prior to my deposit in it.
I believe coinbase is going through a large growth period and use this guise of an excuse to use my funds to make even more money.
Company Response: Closed with explanation
2018-08-22
Las Vegas, NV
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: coinbase.com has prevented me from accessing my account. Has been making me resubmit my documents, which I now do not trust them with. They have frozen about 1k in Bitcoin. They refuse to give me my crypto back. They refuse to let my college open an account and put my crypto into his account or a company account. Shortly after uploading my documentation when I started my account. My identity was stolen and the individual who was using it, used to work for coinbase.
Company Response: Closed with explanation
2018-08-17
Nyc, NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have an account with coinbase. my email address is XXXX. They closed my accounts with no explanation and told me to move my USD in my wallet out. At the same time they closed all my bank accounts associated with my USD wallet. So when I tried to move money out, the system asked my to select an bank account but there is no bank accounts to select. The total amount of money in the wallet is {$5400.00} USD. They need to bring my bank account back to the system so I can transfer it out or allow me to fill in the bank account information. This issue has been ongoing for almost five months. I have send them numerous emails and called them many times but with no response so I have to report it to you. I want all my {$5400.00} USD back as soon as possible.
Company Response: Closed with explanation
2018-08-17
Foothill Ranch, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Since XX/XX/XXXX, I have been trying to work with CoinBase to regain access to my accounts so I can retrieve my cryptocurrency ( Bitcoin [ BTC ] /BitcoinCash [ BCH ] Ethereum [ ETH ] /LiteCoin [ LTC ] ) which I had purchased. I lost access to a previous email account, as it was a university account which was deleted. I couldn't reset the password on CoinBase for the university account, as any password resets were sent to the deleted email. After that, I tried to follow CoinBase 's FAQ for account migration ( Website : XXXX XXXX XXXX ). After doing all the appropriate steps, I reached out to them and didn't receive a reply. I have then contacted their customer service multiple times to no avail. The following is a timeline of what occurred : ( XX/XX/XXXX ) : First contact, completed FAQ to migrate accounts. One unrelated response from CoinBase thanking me for my feedback, when I provided none at all.
( Late XX/XX/XXXX ) : Sent follow-up email regarding account migration and completion of FAQ. No response from CoinBase.
( XX/XX/XXXX ) : Called customer service and spoke to " XXXX. '' He informed me that a " specialist would reach out to me shortly and help me fix my issue. '' XXXX stated that my account funds could be migrated from the previous email account to a new account, which I would have access to. After receiving an email from Coinbase support after the conversation, no one from Coinbase has reached out to me. Another support ticket was created for me at this time by " XXXX, '' who stated that they were " working with a specialist to review and finalize your balance transfer. We will follow-up as soon as the transfer is complete, or if we have any further questions. '' ( XX/XX/XXXX ) : Sent email reminder following-up on email from CoinBase specialist/information provided by XXXX. No response.
( XX/XX/XXXX ) : Called customer service and spoke to " XXXX. '' She stated that my " request had been escalated appropriately '' and that I should expect a response. She also stated that she saw my history in trying to contact CoinBase and apologized for any issues I had.
Simply put, I would like to have full account access to the lawful money I have invested in the cryptocurrency kept within CoinBase. I can not access a previous, deleted email account and have done the appropriate steps, per CoinBase FAQ, to migrate my account to an active account.
In short : I would like my old, deleted account funds migrated to an active account. I was informed by CoinBase that this was possible, per XXXX. He informed me that this could be completed by taking the funds from the previous account and migrating them to a new account which I have access to. I have done all steps in the FAQ to prepare this second account for receipt of the funds, but nothing has occurred. Furthermore, customer service has been kind, but unable to assist me in my issues. CoinBase had reported that they had issues in XX/XX/XXXX, which is why I was understanding of their situation. But it has been over 6 months, and no improvement in customer service or my situation has occurred.
Company Response: Closed with explanation
2018-08-15
Dekalb, IL
Problem with customer service
Money transfer, virtual currency, or money service: Foreign currency exchange
Company Response: Closed with explanation
2018-08-15
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Complaint: Hello, I transferred XXXX from my revolut account to my coinbase account via a XXXX transfer on XX/XX/18 at XXXX GMT. The transfer has not been credited to my coinbase account. I have carried out a separate transfer since which has been credited. I contacted coinbase via email who asked for details of the transaction, they initially replied within a few short hours. I have sent 4 emails over the past 48 hours asking for an update without a reply. Revolut confirm the transfer took place.
Company Response: Closed with explanation
2018-08-05
Wesley Chapel, FL
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I was trying to add a new number to my Coinbase account since my att account was suspended and I got a new number.I called their customer support on XX/XX/18 at around XXXX for help. The rep told me to reset my password and in doing so I was locked out of my account for 2 weeks. They said someone would contact me so I could get my new number on their but that never happened ( what a surprise ) .only way I could access to my Coinbase account was to restore my old number so I payed {$270.00} to get my service back. When I was able to get back into my Coinbase account I was not able to buy or sell and all the stuff I verified was no longer valid. I was planning on using the money in my Coinbase to replace the {$270.00} I had to spend but I cant. Ive been going through financial struggles and cant even get access to MY money because their rep gave me bad information and now Im the one that has to suffer. Im tired of companies like this taking advantage of hard woriming people like me. I have 9.5 litecoin which is worth about {$700.00} at the moment and thats money I really need. Ive called numerous times but their customer support is useless if their rep had never gave me that information I wouldnt be in this situation its really messed up I have to go through this but they can make a mistake like this and walk away scotch free.
Company Response: Closed with explanation
2018-08-04
South Waltham, MA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-08-03
Boca Raton, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-08-03
NM
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: In 2013 I was using Coinbase for virtual currency transactions. One day I logged in and my entire account balance was empty. Checked the login logs that they make available and someone had logged in, in the XXXX to the account and transferred the balance. I contacted the company several times of the years trying to see what could be done. Providing logs, information and anything they asked for. Unfortunately they always said there was nothing they could do.
Company Response: Closed with explanation
2018-08-03
Watkins, CO
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have had an open coinbase support ticket for over a week ( Case # XXXX ). I have an entire transcript of the issue as well. I withdrew cryptocurrency ( ethereum ) from my wallet - and a glitch in their system has yet to send it to the blockchain. Support has been entirely unhelpful, as they ignored the problem many times stating that the transaction was sent. I sent 4 transactions for the same amount ( .XXXX ethereum ) and 3 were successfully sent. The support team keeps telling me they were sent referencing the 3 successful transactions. Four days ago, they acknowledged the unsuccessful transaction ( finally ), have said they are working on a fix, but have not provided one nor any timeframe in which theyll have a solution. Because of this, my account has had .XXXX ethereum removed from it, which is being held by Coinbase since they have yet to send the transaction to my original withdrawal address or credit back my account because of their own internal issues.
Company Response: Closed with explanation
2018-08-02
Oxnard, CA
Written notification about debt
Debt collection: Other debt
Didn't receive notice of right to dispute
Company Response: Closed with explanation
2018-08-01
Boardman, OH
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-07-31
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Earlier this year, I had invested in the " XXXX XXXX '' XXXX, acquiring XXXX tokens in total. On the XX/XX/2018 I decided to withdraw these tokens, and sent them to my crypto wallet at " Coinbase.com ''. After waiting several hours and not seeing the transaction appear in my Coinbase account despite it being visible as completed on XXXX, I contacted Coinbase at which point they advised me that they in fact do not accept that form of token, were unwilling to return my transaction and that I should consider it lost. I went on to request that my issue be escalated which it was, and I received one more email stating the same as the previous.
Since then they will not respond to my communications. I believe that this is a case of theft, regardless of how they try to hide it behind the guise of technological issues. They have access to my funds, which at the time were equivalent to somewhere between {$3000.00} - {$4000.00} and refuse to either credit them to my account or return the transaction to it's original location, something that in any financial institution would have been done automatically by appropriate mechanisms.
Company Response: Closed with explanation
2018-07-31
Hidden Valley, CA
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2018-07-28
Wesley Chapel, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hello my name is XXXX XXXX. On XX/XX/2018 I purchased {$80.00} of Bitcoin and {$10.00} from the website Coinbase. The {$80.00} of Bitcoin was stored in my Bitcoin wallet and the {$10.00} was stored in my USD wallet. I was told to wait a few days before trying to transfer the funds from my Coinbase wallets over to my XXXX wallet. However, while waiting I noticed that the {$85.00} had been double charged in my checking account which set my account into a negative balance and thus a NSF fee was charged. I didnt have the funds to bring my account into the positive and when I spoke to Coinbase about the issue they said they would have their agents look into it. A few mroe days passed and they didnt resolve the issue so I filed a report with my bank and they got the {$85.00} that was double charged back into my account. However, Coinbase put my funds that I had in my wallets on their site into a hold until they could look further into the issue that took place on my account. On their site it had a disclaimer on my account that my funds would be on hold until XX/XX/2018. When that day arrived however my funds were released from being on hold but it said that buys were " currently disabled from your account ''. This means I cant transfer the funds from my Coinbase wallets into checking account cause there is a block on my account. When I called Coinbase support they keep telling me that I have to wait for their agents to fix my account and get the hold uplifted on my checking account. I have been waiting since XX/XX/XXXX and at this point am frustrated and tired of playing the waiting game. Any help you could provide would be extremely appreciated and helpful to me.
Company Response: Closed with explanation
2018-07-27
Discovery Bay, CA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/2018, I transferred XXXX Bitcoin ( {$1000.00} USD at the time ) from my GDAX account to my Coinbase account. The balance in my GDAX account went to XXXX BTC. When I checked my Coinbase account, the balance was also XXXX BTC. Effectively my Bitcoin balance just disappeared entirely.
I created a ticket with Coinbase to resolve the issue and it turns out there was a bug on their side which caused the BTC I transferred to be sent to my old deleted account, making it impossible to access the BTC. It has been almost a month with no updates from Coinbase and I am completely unable to access these funds.
Company Response: Closed with explanation
2018-07-27
OH
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Around XX/XX/XXXX I was unexpectedly locked out of my Coinbase account without warning or a reason given. I contacted customer support about the issue and they replied that they had a specialist working on the issue. I waited patiently for the issue to be resolved, but I didnt hear anything from Coinbase. Almost 3 weeks I have been locked out. I contacted customer support since then close to 10 times, and each time they tell me a specialist is working on it. They asked me to take 2 surveys about my account. I did everything the have asked. Even customer service keeps saying that it shouldnt take this long, but there is nothing they can do. I have almost XXXX worth of coins in the account and its all locked up. Meanwhile my bills are piling up. I have read that this has happened to many other people being locked out of their accounts for no apparent reason for months.
Company Response: Closed with explanation
2018-07-26
Glendale, CA
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Account was initially locked then suspended. It has been over a month but my USD funds are locked in the Coinbase system without a method for withdraw. Multiple emails and phone calls have been made, but there has been no action for resolution or even talks of how the issue will be resolved.
- All phone calls have ended with " a specialist with reach out to you '' all emails have been canned answers " Unfortunately are unable to elaborate on our internal decision process. '' - There has been no response made via XXXX - No response from mods via XXXX - All agents ignore the issue at hand that the company is locking my personal funds on their system without any means of withdraw.
Company Response: Closed with explanation
2018-07-25
Key Biscayne, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I have been a user at www.coinbase.com for over a year. They recently closed my account claiming I have violated their TOS, and are forcing me to withdraw my funds ( {$12000.00} USD ). I have repeatedly withdrawn from their site before using my linked bank-account. But this time, they will not process the withdrawal because of a system error.
XX/XX/2018 : I e-mailed their customer support about this. They replied to my e-mail with a URL link that I should use to fix the issue - but the URL does not work.
XX/XX/2018 : I told them the URL they provided does not work ; they referred me to a " specialist '' to " investigate '' the issue.
[ four days pass with no reply ] XX/XX/2018 : I call their customer support phone hot-line, and they said they would send me an e-mail with a different URL link. After I hung up, I tried new URL link, but that also did not work.
XX/XX/2018 : I call their customer support phone hot-line again, and they said they can see the issue had previously been raised and there is nothing they can do to speed it up. They refused to give me a timeframe of when it could be resolved. They said they are just support and have no information of the progress of the " investigative specialists '' that my issue was forwarded to a week ago.
I have read that many people have had this issue since 1 year ago, and have waited 3+ months still with no reply. Then there are reports that CFPB complaints is the only thing that gets coinbase to rectify the issue in a timely manner.
Company Response: Closed with explanation
2018-07-25
Glendale, CO
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation