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 113
2017-07-20
Brooklyn, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: With no notice or reason given, I have been locked out of my Coinbase account. I changed my password to the account and everything seemed fine. I went to login and was directed to a page titled " Account Disabled '' and a message that said to send photo of ID and proof of address, which I sent to support email as prompted, and have only received auto-replies directing me to trouble shooting page since. The support page give no details on disabled accounts or what to do. I submitted a complaint on the support page as well and still only received auto-replies. It has been well over 72 hours since my account was disabled and Coinbase have provided me with no information on my case, what I can do to resolve the case or even why the account was disabled in the first place. This restriction already prevented me from a planned purchase of Ethereum, which I had planned to purchase at {$160.00}. Ethereum is now trading at {$230.00}. In addition I am further prevented from securing my Bitcoin to cold storage before the XXXX XXXX fork.
Company Response: Closed with explanation
2017-07-20
San Jacinto, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I sent a wire transfer in the amount of {$8000.00} to coinbase on X/XX/17 as instructed on their website. however, I still have not received on my wallet. When I sent emails, their response was I did not do the verification to receive wire transfers. So I checked my account, there, I did verification twice using my DL. They said that money should reverse it back to my bank account if it does n't go thru their system, but it 's been almost two weeks since i had last email. They do n't even reply back to me regarding this issue. I do n't even see a pending messages on my account. this is online bank statement -- - > email : XXXX Amount : XXXX TRANSFER : Coinbase, Inc Confirmation # XXXX > Edit Description > activity type transfer > status type icon cleared > Cleared. Select to mark activity type transfer XXXX TRANSFER : Coinbase, Inc Confirmation # XXXX as Reconciled XXXX
Company Response: Closed with explanation
2017-07-20
New Britain, CT
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-20
Closing an account
Checking or savings account: Checking account
Company closed your account
Company Response: Closed with explanation
2017-07-20
Ft Lauderdale, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I had initiated a wire transfer on XXXX XXXX, 2017, and when the funds were promised on the same of payment, they were not credited to my account on XXXX, a Coinbase trading platform for ecurrency. The wire transfer had completed, as I received confirmation from my bank account, however, the funds are not there for trading, or even viewing. This is fraud.
Company Response: Closed with explanation
2017-07-20
Key Biscayne, FL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I notified the company Coinbase ( of which I am a customer and account holder ) that their system had charged my bank account for three withdrawals instead of one like I had initiated. I told them they were showing 3 pending withdrawals for the same amount so I believed it was a system error. I notified them through email on XX/XX/XXXX of the system error. They responded saying I needed to change my password and a few other standard questions they also said they were going to disable my account for 5 days while they reviewed it. It has now been 9 days and I have had no access to my money or the ability to transfer my funds out of the account or sell the bitcoin while it depreciates in value daily. the lower the value the less it will cost coinbase to fund the bitcoins that should be in my account as we speak. I ca n't even verify any of my funds. How is this company allowed to do this? I have emailed them 9 times since the first response ( once every day since they disabled my account ) I have received two automatic responses saying someone would respond soon. That is the entire support I have received from this company holding my assets.
Company Response: Closed with explanation
2017-07-20
Washington, DC
Problem adding money
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Transferred funds from my vault ( XXXXXXXXXXXX ) to my XXXX wallet but cancelled the transaction within 4 minutes. It has been 6 days and still no approval on the transaction. Asked coinbase.com customer support to fix the problem they responded with a stock response : Coinbase Support XXXX XXXX 2017 XXXX Im very sorry for any trouble with this. Im afraid transactions can not be cancelled once the bank transfer process has started as this is an external process. For future reference, for some payment methods there is a 5 minute window that exists after you place your order during which you can cancel a transfer. You can do so by clicking on the transaction from your history page here : https : //www.coinbase.com/transfers Once your transfer completes, you could immediately place a sell order to have your funds returned to your bank account. Your funds would arrive back in your account within 1-2 business days. The sell menu can be found at : https : //www.coinbase.com/trade Please note that the expected arrival date of your funds is given on the Confirmation dialog prior to placing the order. You would also have received an email confirming this information when you confirmed the order. Again, we apologize for the trouble. If you have any further questions or concerns please let us know and we would be happy to assist you. XXXX XXXX Withdrew funds to XXXX Wallet Waiting for approval XXXX XXXX {$1200.00} USD
Company Response: Closed with explanation
2017-07-20
Brooklyn, NY
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-20
Nyc, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have an account with coinbase for cryptocurrencies such as Bitcoin, Ethereum and Litecoin. I have over $ 20k in my account. Two weeks ago my security was compromised so Coinbase locked my account. Since then I have not been able to get support or access my money to trade on information. I have escalated through every available channel including XXXX daily and received one support email to my ticket that asked me to repeat my problem.
Company Response: Closed with explanation
2017-07-20
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: This complaint is regarding Coinbase. On the XXXX XXXX 2017 I purchased XXXX Ethereum ( XXXX ) from them. The transaction went through ok and I received my coins. However a few moments later I noticed that they ran the transaction for a second time without my authorisation and a further XXXX Ethereum was deposited in to my account. I sent a message to their tech support via their website alerting them to this however I did n't receive any response and havent to this day. I then phoned my bank on the same day informing them of this. They said they would investigate and get back to me in due course. On the XXXX XXXX, I received an auto generated saying that my bank had removed money from Coinbase for a transaction that went through and that my account would be on hold until I paid the outstanding balance of XXXX. I tried to pay this on the site as I wanted to sell my entire holding of both Litecoin and Ethereum. The total holding was XXXX. However the site prevented an error message to try another payment method, none of them would work. So at this point I am unable to sell my coins or remove any of my funds from the site. I raised a tech support ticket on the XXXX XXXX stating the issue and that I urgently needed this resolved. I received an auto generated email saying someone would be in touch within 72 hours. However I didnt hear anything back and raised another on the XXXX XXXX. I also Tweeted their tech support team to see if that method would work. I tried this multiple times and did n't receive any response. At this moment in time I was very worried that they were running a scam so search the internet for any answers. I came across a XXXX forum where people had similar issues to myself. I found a telephone number for the company but I could only leave a message and no one responded. I found an address for them in the XXXX and when I turned up I was told no one from Coinbase had ever been to the building. I then posted my issue to XXXX on the XXXX XXXX and CC 'd in a number of their tech support and also direct messaged them. I then contacted XXXX XXXX ( Coinbase CEO ) XXXX ( XXXX XXXX XXXX ) on the XXXX XXXX he responded asking what the issue was. At the same time one of their developers responded on XXXX and looked in to my issue. My account was still locked on the XXXX XXXX and so I raised a tech support ticket again receiving no response. I was finally able to sell my holding on the XXXX XXXX for XXXX. A drop of XXXX. I approached their CEO again to enquire if they could look in to whether I could be recompensed as this loss is down to coinbase. Firstly because they took an unauthorised payment which meant my bank removed funds from them, resulting in my account being put on hold and secondly because they refuse to answer any technical support issues, XXXX or direct messages. A lot of people are having this same problem. I was told by their CEO that there is nothing they can do and now refuses to respond. You are my last hope in trying to get back anything from this sham of a company.
Company Response: Closed with explanation
2017-07-20
Carmel, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Bought virtual currency before a trade and cost me hundreds when support would not respond and transfer abnormally slow for their end.
Company Response: Closed with explanation
2017-07-20
Gerry, NY
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-20
Berthoud, CO
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-20
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase. I have about 600 dollars in their secure vault. I requested these funds be removed ( XX/XX/XXXX ), and followed the procedure ( which involves clicking links sent to 2 email addresses as verification ). The website came up with a 'fault, bug in the system ' response - contact support. I have done so ( XX/XX/XXXX ). No response. I have sent several emails, no response. I have posted on their community support forum, no response. I notice many many others are having the same problem and customer support is not responding. I cancelled the withdrawal, as the FAQ 's suggest in the event of this happening. But on my XXXX it say 'awaiting signature ', on my desktop is says 'waiting approval '. The problem is - my currency is declining in value every day it is stuck in limbo, and I ca n't access it. Every time I look at my vault, it says 'waiting approval '.
Company Response: Closed with explanation
2017-07-20
Manhattan, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hi, Complaint about : Coinbase.com Complainant : NY resident since XX/XX/XXXX, here on a 5 years XXXX XXXX XXXX XXXX. Subject : Coinbase allowed me to buy {$500.00} worth of Litecoin ( LTC ) then almost immediately blocked my account and prevented me from accessing my funds, not allowing me to sell or transfer to another electronic wallet. Their support first said they could not do anything for me, then ignored my messages by email and by private message on their @ CoinbaseSupport account. I am asking for my funds to be liberated so that I can transfer them to another electronic wallet or be free to sell if I wish. Chain of events : -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX : I buy {$500.00} worth of Litecoin ( XXXX LTC ) by wire transfer. My account is not locked. I am informed the coins will be available on my balance in 5 to 7 days. XX/XX/XXXX : I register to their trading XXXX ( XXXX ) but am informed that my account is blocked and I need to provide proof of identity. I provided : Passport, XXXX VISA, last 4 digit of my SSN, Occupation, employer, source of the funds & multiple bills and statements from XXXX XXXX, XXXX XXXX and others, showing my address. XX/XX/XXXX : - Support replies informing me I have to try again with a state ID or driver 's license. - I reply informing them I have no such ID because I am here on a visa, and I send them a copy of my passport and visa again. XX/XX/XXXX : - Support replies informing me they have manually verified my identity, but ask me to attempt to verify my identity again on their automated system. - I attempt multiple times, but their system does n't find me in public records : " Unfortunately, we could not find an identity matching the one you provided. This is common for those that are considered minors, between the age of XXXX-XXXX, or those that may be new to the country and have not established a presence in public data. '' - The website then blocked me. - I receive an email telling me my identity is verified ( XXXX XXXX XXXX ), but when I login to the website, my account is still blocked and still ask me to verify my identity. XX/XX/XXXX to XX/XX/XXXX : - I attempt to to verify my ID with their automated system multiple times with variations of my address. It keeps not finding me then blocking me. XX/XX/XXXX : - The Litecoins are now available on my coinbase account balance. - My account is still blocked. I am forbidden to buy, sell or transfer the currency I own out of coinbase. Its value continues to depreciate. - I keep trying to verify my identity, without success. XX/XX/XXXX : - I receive an email telling me they were unable to verify my identity ( XXXX XXXX XXXX ), contradicting the email they sent 4 days earlier confirming my identity. - I reply to the support ticket informing them of the issue and asking them to unlock my account. XX/XX/XXXX : - I contact coinbase using a private message on twitter ( XXXX XXXX XXXX ). The messages are confirmed received and read, but the person who read it ignored it and never replied. I inform them of my intention to file a complaint with the CFPD if they keep ignoring me. They kept ignoring me. - I file this complaint.
Company Response: Closed with explanation
2017-07-19
Foothill Ranch, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-19
San Gabriel, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: My girlfriend and I have been using Coinbase.com / XXXX for cryptocurrency trading.
On XXXX XXXX , 2017, XXXX initiated a bank wire transfer from her XXXX XXXX to my XXXX account in the amount of {$20000.00} to invest. However, it is only after we have not gotten the funds, when we realized that the sending account name has to match with the recipient account name.
We then called XXXX XXXX to ammend the wire instructions, so we can correct the recipient name back to her own name, which we did. We also called the XXXX XXXX ( Coinbase 's bank ) to verify, and they did verify that the funds were deposited.
However, it is now XXXX XXXX , 2017. Almost a week later and nothing has been done. Both of us have been emailing coinbase and XXXX with aboslutely no response. We tried [email protected], [email protected], XXXX with no response.
Ive tried to message them on twitter, i 've even started a thread on reddit to resolve this issue. Still, nothing happened.
Company Response: Closed with explanation
2017-07-19
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-07-19
Providence, RI
Unexpected or other fees
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am a Coinbase customer whose account was locked with Bitcoin inside by mistake by Coinbase at XXXX XXXX . The total amount is about XXXX Bitcoin which values about 3000 USD at that time. The reason the account was locked is that the company believed I was making Bitcoin transaction at XXXX , which is not true. Because there is no transaction made since XXXX XXXX . Besides, all my transactions happened in the US.
After finding my account was locked, I tried to reach the company support and provided all the material they claimed they need to unlock my account, and the company said they will working on it. However, it has been 15 days since I got that reply from the Coinbase support and there is nothing changed. After that, no matter how many messages I sent asking about the progress, there is no reply, and my account is still locked with my fund inside.
Company Response: Closed with explanation
2017-07-19
East Haven, CT
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-19
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-07-19
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-07-19
Problem adding money
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-07-19
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase support not responding I have already opened a support ticket on XXXX / XXXX /2017 Case # XXXX .
I lost my phone and did n't have the backup code to restore XXXX XXXX
I tried with the wizard to verify the identity but it say document is unreadable, same ID I used to verify the account a few months ago.
The problem is the lack of support, they do not have a support phone line and it is not possible to write direct mail.
The first time I received an automatic mail telling me to wait up to 72h, since then 12 days have passed. I tried to contact them via other channels ( XXXX and XXXX ) but I have never received a response.
I 'm frustrated because I have access to the mail used to sign up for their service and the associated cell phone number, but I still can not access my funds
Company Response: Closed with explanation
2017-07-19
Jupiter, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: XX/XX/XXXX : purchased virtual currency. XX/XX/XXXX : s old the purchased currency for a profit.
XX/XX/XXXX : The company, Coinbase, locked my account so i could not access my money, or perform further transactions.
XX/XX/XXXX -T oday : almost daily emails, XXXX , messages, service requests to either unlock my account, or return the cash to my bank.
Today : account still locked.
They have basically taken my money and kept it to themselves.
Company Response: Closed with explanation