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 115

2017-07-11

Wilm, NC

Other service problem

Money transfer, virtual currency, or money service: Virtual currency


Complaint: coinbase.com support department is non-existent. Tickets go unanswered. I opened a ticket on XXXX 05, 2017 XXXX PDT ( case XXXX ) which has yet to receive a response. I am locked out of my account and am unable to access funds within the account or even verify that the funds are still there. I have emailed support multiple times, attempted to verify with several different legal forms of identification via the coinbase.com site automated verification process to no avail. Their customer service is very lacking and I would urge individuals to chose to do business with other reputable companies.
Company Response: Closed with explanation

Timely Response

2017-07-11

Key Biscayne, FL

Other transaction problem

Money transfer, virtual currency, or money service: Virtual currency


Complaint: On XXXX XXXX, 2017, I made two transactions. Both were selling Bitcoin. Both were for the same amount of {$140.00}. I received one deposit to my XXXX XXXX for {$140.00}. I never received the second amount of {$140.00}. I have sent coinbase over 10 emails. I had one replies from bot emails, but not one person has attempted to help fix my issue. I have copies of the transactions, and screenshots also. I have attempted to contact them via XXXX and have received NO replies. I want my {$140.00}. Coinbase has been growing to fast and cutting corners. They claim they have too many people submitting problems, but its been exactly one month and I have yet to have them contact me to resolve my issue.
Company Response: Closed with explanation

Timely Response

2017-07-10

CA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer


Complaint: On XX/XX/XXXX, 2017, I sent a payment of {$10000.00} from my bank to Coinbase Inc. <P/>On XX/XX/XXXX, the transaction was shown as complete in my bank account, but the new balance was n't reflected on my Coinbase account. <P/>On XX/XX/XXXX, I realized that I sent the payment as a next day ACH transfer to Coinbase 's wire transfer routing number. I created a support ticket with Coinbase ( case ID XXXX ). I also contacted my bank to have them recall the ACH transfer, and contacted Coinbase to get instructions on how to get the money back into my bank account. I provided Coinbase with a trace number to track the ACH transaction. <P/>One XX/XX/XXXX, I received a response from Coinbase support with the following message : " Thank you for confirming it was an ACH. Unfortunately, these types of deposits are not currently supported. Please work with your bank to request the funds be returned. Once we received the request, we will process the return and the funds will arrive back to your account within several business days. '' On XX/XX/XXXX, I received confirmation from my bank that they had sent the recall request to Coinbase, and were waiting for a response. <P/>I subsequently contacted Coinbase 's support team through my support ticket on XX/XX/XXXX and XX/XX/XXXX, and also through XXXX @ CoinbaseSupport on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, to get a response. To date, I have heard nothing from Coinbase 's support team, and have not received the {$10000.00} back in my bank account.
Company Response: Closed with explanation

Timely Response

2017-07-09

Phoenix, AZ

Other service problem

Money transfer, virtual currency, or money service: Virtual currency


Complaint: XXXX and coinbase.com have absolutely nonexistent customer service and there is evidence accumulating that they are actually running a Ponzi scheme. I submitted a withdrawal increase request on XXXX XXXX, 2017 and despite stating that review takes 5 to 10 business days, they have yet to approve or deny my request. Multiple repeated attempts at contacting the customer service have been completely ignored. There is evidence that they are intentionally " losing '' large withdrawals ( on XXXX ) and not approving withdraw increase requests because they only allow people to withdraw a sum smaller than they have coming in that day ( I.E. THEY ARE RUNNING A PONZI ).
Company Response: Closed with explanation

Timely Response

2017-07-08

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency


Company Response: Closed with explanation

Timely Response

2017-07-07

WY

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency


Complaint: On XXXX, XXXX 2017, as I was having issues purchasing Bitcoin from the cryptocurrency company Coinbase, INC, I updated my account info to include my state of residency. The address I used was in the state which corresponded with the ID they have on file. This is not my primary address, although I do use it still occasionally for official business as my current address may change and I can still receive mail at the old address. Coinbase suspended my account, stating that they do n't allow for residents of that state to use their services, although this was not an issue when I created my account nor was I notified of any change. I immediately contacted them asking to change my address to my new address in a state that they do business in, but also gave the option of sending the XXXX Bitcoin in my account to a different Bitcoin Wallet. Their website states that even if an account is frozen funds remain in the wallet until the account is unfrozen. In return to my complaint, I received two automated email responses stating that due to high traffic at the time the incident occurred they could not get to my complaint at the time but should expect a response within 72 hours. The second email I received requested response if the issue was not addressed by the automated email. I responded, expanding on the issue and requested only a Bitcoin transfer as I no longer wished to do business with them. I received no further responses regarding this issue. On XX/XX/XXXX, I added an additional reply to the open case I had stating that I had not yet received a response and that they did not have the right to withhold my funds. I filed another separate complaint with them on XX/XX/XXXX, to which I got another automated response stating that due to high traffic I should expect up to 72 hours of delay before I receive a non-automated response. This second complaint I opened was merged into the previous one for having similar content, yet I received no response. I have received nothing further from this company.
Company Response: Closed with explanation

Timely Response

2017-07-07

Foothill Ranch, CA

Wrong amount charged or received

Money transfer, virtual currency, or money service: Virtual currency


Complaint: On XXXX XXXX 2017 I submitted an XXXX XXXX of XXXX XXXX in the USD amount of {$26000.00} as confirmed by the Companys Records on COINBASE. Shortly after submitting this transfer request and receiving confirmation, the Coinbase site put up an XXXX XXXX stating that all XXXX XXXX would be delayed due to high volume requests . ( a transfer of this nature usually t akes 10-20 minutes ) Well, I could not cancel my transfer request at this point so I was locked in. Approximately 26 HOURS later, I received an email from COINBASE, stating that my transfer of XXXX XXXX was complete at a value of {$19000.00}, leaving me {$6600.00} short. Now, a slight variation might be expected in normal trading, but due to the fact that COINBASE was unable to handle the volume, it took about 26 tim es the amount of time to complete the trade and in the meantime I 'm out {$6600.00} dollars.
Company Response: Closed with explanation

Timely Response

2017-07-06

Manhattan, NY

Wrong amount charged or received

Money transfer, virtual currency, or money service: Domestic (US) money transfer


Company Response: Closed with explanation

Timely Response

2017-07-06

Federal Way, WA

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet


Complaint: Issue with Coinbase Transferred Ethereum based Tokens into my Ethereum Wallet on thier Exchange. They will not provide me the Private Key of my wallet so I may transfer my Tokens out of their wallet.
Company Response: Closed with explanation

Timely Response

2017-07-05

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer


Company Response: Closed with explanation

Timely Response

2017-07-05

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet


Complaint: I am a U.S. citizen w ith a primary residence in XXXX . I established an account with Coinbase with XXXX ID. I soon discovered that I was unable to withdraw funds that I had deposited due to Coinbase not having a " processor '' in XXXX to facilitate withdrawal. The only activity I was able to conduct was depositing funds via credit card. I have tried to re-register my account to a valid US address with a valid US Drivers License countless times using all facilities and options available to me thru the Coinbase website and mobile app. EVERY attempt has failed. I have attempted this well over 2 dozens times. I have inquire with Coinbase Customer Support also countless times. The only current option to contact them is via a website contact form, although when I first started this effort, I was able to use email. Regardless of method, Coinbase response was almost always a preformed response which was never helpful and never addressing my request for help. Currently I have money in a Coinbase account and have no way of withdrawing it.
Company Response: Closed with explanation

Timely Response

2017-07-05

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency


Complaint: Greetings I have a account with Coinbase, IncAddress : XXXX XXXX, CA XXXXPhone : ( XXXX ) XXXX I went to XXXX and received a email from coinbase that my account was closed because I was in a use sanctioned country so when I come home to XXXX I sent them my passport copy and driving licence as proof I have emailed them numerous time without success They tell me to Follow this link to view the status of your case and add additional comments : XXXX XXXX XXXX the only goes to support not to my case could you please assist.
Company Response: Closed with explanation

Timely Response

2017-07-04

Brooklyn, NY

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency


Complaint: I have an outstanding balance of {$200.00} USD on coinbase and they ask for my debit card information so that i can pay. I give them my debit card information and my account was locked and payment pending ever since XXXX XXXX 2017 . I email them several times and they told me that i need to deposit enough XXXX currency to cover my outstanding balance and when i told them that i have enough XXXX currency in my account to cover it. They told me that they have issue charging me that amount. It has been more than a month since this issue and it has not been resolve. I am not sure why it is so hard to charge me for the outstanding balance since i have purchase from coinbase multiple times. Now i am unable to withdraw the funds i have in my account and will take legal action if needed.
Company Response: Closed with explanation

Timely Response

2017-07-04

FL

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet


Complaint: My account was disable 2 weeks ago. Coinbase requested scanned copies of driver license and proved of address verification. Information was entered multiple times. I still have no access to my account.
Company Response: Closed with explanation

Timely Response

2017-07-03

Tampa, FL

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet


Complaint: On XXXX XXXX , I clicked a link in an email for security purposes and received the following reply from coinbase : " We have received your request to disable signin to your account. XXXX At this time we have signed out all sessions for your account, disabled any new signins, revoked API access, and cancelled any recurring payments that were configured. XXXX If you have an existing support case open, our agents will get back to you as soon as possible. " It has now bee n 2 weeks a nd I have been trying to reach this company to re-enable access to my account without any type of success. My account holds over {$50000.00}.
Company Response: Closed with explanation

Timely Response

2017-07-03

Columbus, OH

Wrong amount charged or received

Money transfer, virtual currency, or money service: Virtual currency


Company Response: Closed with explanation

Timely Response

2017-07-02

Murray, UT

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet


Complaint: Issue 1. Ca n't withdraw any of my funds ( approximate value {$120000.00} ). The system has an automated ID verification system that fails every time for me, despite using the exact same ID I originally used when I opened the account. I 've tried all suggestions give by support and from the support pages and forums. Nothing works. I 've contacted support numerous times and they have stopped responding to me. On XX/XX/2017, I attempted to withdraw {$5000.00} from XXXX/Coinbase. It transferred the money from gdax to coinbase but failed to finish the transfer and send it to my bank. No reason given. After contacting support, I finally got the answer that I needed to verify my ID again, which I 've attempted 20+ times this past week. <P/>Issue 2. Missing wire transfer and no response from support on what happened to it. On XX/XX/2017, I transferred {$1.00} from another account to Coinbase in order to verify the new account as suggested. The wire transfer was sent but it has never been credited to my coinbase account. I contacted support, but have received no response addressing this issue. The fed reference number is XXXX
Company Response: Closed with explanation

Timely Response

2017-06-30

Seattle, WA

Other transaction problem

Money transfer, virtual currency, or money service: Virtual currency


Complaint: Hi, Coinbase allows to buy cryptocurrency such as Bitcoin. I initially verified my identity, and purchased bitcoins using various means of payment ( credit card and bank account ). They then rolled out a " USD wallet '', which is a way for them to store US dollars owned by the consumer, so that the consumer can quickly buy crytocurrency from that USD wallet. I first made a small wire transfer ( {$1000.00} ) to that USD wallet, which was successful, and which I was allowed to use. When I made a second much larger transfer ( {$12000.00} ), they asked for my identity again, which I complied with. They now blocked USD wallet, which holds the money I wired, and ask that I enter my SSN information ( the last 4 digits only ). I attempted to comply, but the system replies with the following message : " 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. '' I have been a US taxpayer for almost 6 years, and US resident for almost 4 years, so this excuse makes no sense. I have tried to contact them earlier this week, but did not get a reply within 72 hours, as they said I would. At this point I 'm getting scared that I will never see my money back.
Company Response: Closed with explanation

Timely Response

2017-06-30

Clinton, MS

Other transaction problem

Money transfer, virtual currency, or money service: Virtual currency


Company Response: Closed with explanation

Timely Response

2017-06-30

Heathrow, FL

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet


Company Response: Closed with explanation

Timely Response

2017-06-29

MA

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency


Complaint: I had written this for http : //oag.ca.govXXXX but their capcha only works with IE so I 'll paste it here. It 's about coinbase.com I 've had an account there a little over a year, using it as a bitcoin wallet with mostly no problem. In XXXX 2017 I had 2 transactions where they never actually sent the bitcoin even though their web page indicated everything was completed. I chat with this person regularly and she did n't get her bitcoin, but then she 's also a coinbase customer. I filed a case, waited the specified minimum amount of time. Started looking in their forums and other people were complaining too. So I went to the better business bureau and there were 193 complaints against them. Now I 'm looking into joining a class action lawsuit if I can find one. The dollar amount was only {$80.00} but I 'm retired on Social Security, it 's a significant amount of money to me. The transactions were on X/XX/2017 and X/XX/2017 When I tried to send {$31.00} and it did n't work, I sent {$1.00}, that worked, so I sent {$29.00} which also worked. About a week later I tried to send {$50.00} and it did n't. In my attachment I circled in red the ones that did n't work and in green the ones that did. I do n't have any transaction numbers, etc. for them.
Company Response: Closed with explanation

Timely Response

2017-06-28

Columbia, SC

Other service problem

Money transfer, virtual currency, or money service: Virtual currency


Complaint: Coinbase recently moved to a account confirmation process that requires either a webcam or smartphone to complete. I have tried using both and I can not get the ID verification to work. ( Note that I already was approved for the exchange and using Coinbase regularly before this new procedure was implemented. ) As a result, I can not buy or sell virtual currencies I hold via the Coinbase exchange. I have tried every alternative I could find, but the only Coinbase support readily available is a bot that spits out canned answers that do not fix the problem. I have made three requests to speak with a human who can get me back online, and I have had no response. There are many other problems with Coinbase as well -- they are apparently overwhelmed and the site goes down all the time -- but right now I just want access to my account so I can liquidate my holdings there.
Company Response: Closed with explanation

Timely Response

2017-06-28

Charlottesville, VA

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency


Company Response: Closed with explanation

Timely Response

2017-06-28

Berkeley, CA

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Mobile or digital wallet


Complaint: The company I am filing a complaint against is Coinbase. In XXXX XXXX, I was traveling to XXXX for vacation, and when I tried to log into my coinbase account, it was immediately closed due to suspicion that I may live in XXXX. After multiple attempts to contact support, there has been no response at all, and my account is frozen along with XXXX dollar in XXXX.
Company Response: Closed with explanation

Timely Response

2017-06-28

Golden Isles, FL

Money was not available when promised

Money transfer, virtual currency, or money service: Virtual currency


Company Response: Closed with explanation

Timely Response


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