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 118

2017-06-17

TX

Managing, opening, or closing your mobile wallet account

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


Complaint: I have an account on Coinbase.com, i used XXXX f or 2 fac tor authentication on the account. My phone was factory reset on XXXX XXXX and I lost the " token '' on the phone that connects t o Coinbase, therefore am unable to transfer my funds away from Coinbase. I have filed 3 separat e customer service requests to remove XXXX from my account and the firs t 2 w ere closed for no reason, the third appears to be pending but i 'm doubtful. I have gotten no response from them. All i want is to get my money, which is nea r 1 thousand dollars. I have sent them proof of my identity and I can see no reason to prevent me access to my money unles s they are running a scam of some sort.
Company Response: Closed with explanation

Timely Response

2017-06-16

Moapa, NV

Managing, opening, or closing your mobile wallet account

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


Complaint: Coinbase s uspended my account access and I ca n't log into the account at all. They asked me to upload my ID to allow an increase in transactions and as soon as I uploaded my valid ID they suspend my acco unt. TI st ill have funds in my account and I have no way of accessing them or removing them at all at this point. I 've sent several emails over a 2 week time frame asking to resolve this issue and restore my account access but only got one automa ted reply with information about ID uploads ... none of which applies or has anything to do with my requests. They have n't addressed the issue and have not replied to any communications. <P/> I would like to have someo ne at Coinbase restore my account so that I can log in and remove my funds that are still there.
Company Response: Closed with explanation

Timely Response

2017-06-16

Jupiter, FL

Money was not available when promised

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


Complaint: I wired money from m y XXXX XXXX XXXX account to my account on XXXX , a division of Coinbase , Inc . That was 5 days ago, the money is neither in my bank account or in my account at Coinbase. After XXXX attempts to reach out to Coinbase/ XXXX via multiple support channels ( XXXX , XXXX , Support Ticket, Email, Community Forum ) I have gotten only one automated response, no human response to my request for my funds in one form or another. This seems to be a pattern with Coinbase according to many form posts. I would avoid doing business with them in the future. They are in clear violation of their terms of service.
Company Response: Closed with explanation

Timely Response

2017-06-16

Nappanee, IN

Unauthorized transactions or other transaction problem

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


Complaint: I have an account with Coinbase. On XXXX XXXX, 2017, I sold XXXX for the amount of {$1100.00} ... I have yet to have this amount credited to my account ... it is still pending. Today is XXXX, 2017.
Company Response: Closed with explanation

Timely Response

2017-06-16

Miami, FL

Other transaction problem

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


Company Response: Closed with explanation

Timely Response

2017-06-14

Lafayette Hl, PA

Money was not available when promised

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


Complaint: On Wednesday, XXXX XXXX , I initiated a wire transfer withdrawal from an online stockbroker in the amount of {$9700.00} for deposit into XXXX ( the online crypto-currency exchange owned by Coinbase ). Both XXXX and Coinbase 's websites clearly state that wire deposits will be credited same-day if completed before XXXX PST. They also charge a significant fee for this expedited funding method. It is now Wednesday, XXXX XXXX , and the funds have not been credited to my account. In addition, none of my inquiries have been responded to. I was charged wire transfer fees by both my online stockbroker and XXXX /Coinbase, missed out on valuable trading profits, and still do n't have my {$9700.00}.
Company Response: Closed with explanation

Timely Response

2017-06-14

Manchester, NH

Money was not available when promised

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


Complaint: On or about XXXX XXXX 2017 I initiated an ACH transfer into the account of Coinbase, Inc. located at the XXXX XXXX XXXX of NY, and I did so on the accord of their site : " Bank Account deposits made to XXXX are sent via the ACH bank transfer system, which typically takes 3-5 business days* to complete after initiating a purchase. You may see the funds immediately debited from your bank account when you initiate the transfer, but they will not appear in your XXXX account until the transfer has moved between the banks and cleared in our bank account. '' The amount is negligible to some, {$300.00}, however, it 's still {$300.00} that I transferred from my credit union which provided me with a credit trace number showing Coinbase received the funds. I 've attempted on numerous occasions to reach Coinbase support, both through email and through their XXXX handle as recommended through their own website. I have not been able to reach their support staff in over 3 weeks. At this point I just want my funds returned. Their community site is littered with many posts similar to my own and my trust in this company ... well, I have none. They are robbing people with no explanation.
Company Response: Closed with explanation

Timely Response

2017-06-13

Lewisville, TX

Other transaction problem

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


Complaint: On XX/XX/XXXX, I made a purchase of XXXX LTC ( litecoin ) for {$4000.00} USD debited out of my bank account, few minutes later I received an email from Coinbase support saying Unfortunately, your purchase has been canceled. If you were charged, you will receive a full refund to your bank account within 3-4 business days. ), 2 weeks later and I still never received a refund into my bank account and coinbase never returned my emails, they do n't even have any phone numbers listed so we cant ever call them for help. I then on XX/XX/XXXX I reversed this transaction through my bank XXXX, I rightfully got my money back a few days later, then on XX/XX/XXXX coinbase send me another email notification that they sold XXXX XXXX ( ethereum ) out of my account to recover {$4000.00} ( this is something I had previously purchased totally unrelated to this litecoin transaction and was purchased for the same exact dollar amount ( XXXX ETH for {$4000.00} ) on XX/XX/XXXX and fully paid for and settled, as you can see they had no right selling another asset to recover funds that were n't theirs, I am asking for my XXXX ETH to be put back into my account, I have all bank and coinbase transactions and proof needed, I have sent 6-7 emails to their support and no one gets back to me, Additionally on XX/XX/XXXX, I sold {$3800.00} worth of Litecoin with the intention of buying another currency, after the sale the {$3800.00} went into my US Dollar wallet in Coinbase, then I tried to make a purchase with the funds in the US Dollar wallet and I get a system notification that all buys in my account have been frozen, so now they are holding my money hostage and I have no way of getting {$3800.00} back, again they do not response to any emails..
Company Response: Closed with explanation

Timely Response

2017-06-13

Lumberton, NJ

Other transaction problem

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


Company Response: Closed with explanation

Timely Response

2017-06-12

Erwin, TN

Money was not available when promised

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


Complaint: " Payment Pending We are still waiting for funds from a recent payment. Your account will be restored as soon as we receive funds. " OnXX/XX/XXXXI got a message that my XXXX ( {$99.00} ) was reversed by my bank due to my account not having enough. So okay, that was my fault. But they have options to repaid it. I clicked on XXXX credit card to pay for it. ( I have used it 3 times with no problem on purchase of ETH ) And it 's been exactly 10 days since and my account is still saying. " Payment Pending We are still waiting for funds from a recent payment. Your account will be restored as soon as we receive funds. '' But credit card are suppose to be instant payment. My three eth purchases were brought immediately. So I do n't understand..It 's been 10 days. I emailed, XXXX, forum, NO response. Update : I received a response on XX/XX/XXXX " XXXX XX/XX/XXXX XXXX Hi there, Im very sorry for the recent transfer difficulty. It looks like our system has been attempting to automatically reconcile an unpaid balance on your account. This happens when your account has withdrawn digital currency that was never successfully paid for. At the moment, a bank transfer issue is preventing us from confirming if this overdraft is resolved. Our engineering team is working to resolve this issue as quickly as possible, and I will get back to you with an update as soon as we have further information on your accounts status. Thank you for your patience as we look into this, and if you have any questions in the meantime please dont hesitate to reply to this email and well be glad to help. '' I have thousands in there and this is insane as I can not access my account! I can not buy or sell my coins. And I can not withdrawn my funds, but I need to sell first. Please help me, either remove the XXXX LTC, or let me paid it via my other coins OR please check my account and see why my instant payment credit card hasn ; t been through?? This is crazy, outrageous, and coinbase is n't replying to me and others in the same boat. Reply to me and fix my account and I will share to XXXX that my account was fix and to not worry. XXXXuse almost everyone is extremely worried right now!! Desired Settlement : Finish the Job Please help me, either remove the XXXX LTC, or let me paid it via my other coins OR please check my account and see why my instant payment credit card has n't been through?? AND restore my account, allowing me to buy or sell!!!!!!!! Comment : Seriously, it 's crazy..the system is glitched, they do n't know how to fix it. And my coins are still locked that are worth thousands!
Company Response: Closed with explanation

Timely Response

2017-06-12

Philatelic Center, CA

Money was not available when promised

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


Complaint: Wired {$15000.00} to Coinbase on XXXX / XXXX / 2017 for use on their XXXX digital currency exchange. Wire transfer was processed next day from my bank checking account, details show in my account. I had previously transferred {$5000.00} to Coinbase from the same account with no issues. Funds were transferred to : Recipient Na me Coinbase, Inc Recipient Address XXXX XXXX XXXX , # XXXX , XXXX XXXX , CA XXXX Bank Name XXXX XXXX XXXX Bank Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NY XXXX Routing/ABA Number XXXX Account Number XXXX ( additional identifier for my consumer account was added in the 'instructions ' field ) Coinbase states on their website : " Bank wire transfers may be credited to your XXXX account on the same day if submitted by XXXX PT. Otherwise, funds will be available after one business day. '' As of XXXX , funds from this wire transfer are not available in my account. I have attempted to contact Coinbase customer support through their online support system, by email and XXXX direct message since XXXX . No other channels for contact are available. Company has not responded or provided any information on the missing funds . Case ID in company 's helpdesk system is XXXX .
Company Response: Closed with explanation

Timely Response

2017-06-12

Miami, FL

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-06-11

Glen Ellyn, IL

Other service problem

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


Company Response: Closed with explanation

Timely Response

2017-06-09

Phoenix, AZ

Other service problem

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


Complaint: I have XXXX accounts with Coinbase. XXXX is a bitcoin account, and the other is an Ethereum account. I have a verified driver license on my account, and they are asking me to submit another ID to perform any buy or sell requests. Their website continually does not accept my Global Entry ID, so my accounts are frozen. I have a total of {$180000.00} in XXXX accounts. I have submitted several requests to have them verify another ID, or have me submit another form of ID such as a phone bill, and they are not getting back to me.
Company Response: Closed with explanation

Timely Response

2017-06-09

Brandon, FL

Money was not available when promised

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


Company Response: Closed with explanation

Timely Response

2017-06-08

Federal Way, WA

Fraud or scam

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


Complaint: Purchased XXXX XXXX on XXXX XXXX for {$4800.00}. After a couple weeks they froze my account and say that Im unable to purchase after doing business with them for a couple years. <P/> In addition I made on sell order on the XXXX XXXX when the price of XXXX fell from XXXX down to XXXX . During that time I was unable to gain access to the site to complete the transaction until the price had recouped. Many users are experiencing similar issues on the XXXX support website. <P/> Here are just a few of the other companies : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-06-08

Mercer, PA

Other transaction problem

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


Company Response: Closed with explanation

Timely Response

2017-06-02

Atlanta, GA

Unexpected or other fees

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


Complaint: I was on a trip to XXXX and I attempted to log into my Coinbase account to check the prices of the crytocurrency I own. Upon my return to the US, I received the following e mail : " Dear ( Name ), We have r eason to believe you reside in a country in which Coinbase is prohibited by law from doing business ( Country ) per the sanctions imposed by th e U.S. Treasury Department 's Office of Foreign Assets Control. As a result, we 've unfortunately had to clos e your Coinbase acco unt. If you are not a resident of a sanctioned country or otherwise have received this notification in error, please contact us a t [email protected] immediately and provide us with a copy of a photo ID and proof of y our current address. If your account has a balance you will need to contact th e U.S. Treas ury Department to request permission to access your funds. '' I immediately created a support ticket to have my issue resolved and provided the requested documentation. I have received only automated responses and have sent several follow up emails along with attempts to reach them via their social media platforms. The issue should take very little time to resolve and it have been over 10 busi ness days that my account has been locked and I have no access to my funds.
Company Response: Closed with explanation

Timely Response

2017-06-01

Fraud or scam

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


Complaint: At Coinbase.com I have over XXXX invested in XXXX . However, for the past week the Buy / Sell option -- the only way to change XXXX back into XXXX -- had been disabled for me for no apparent reason. I still have a verified payment method that I used to buy XXXX with in the past, but the option to buy or sell currency is no longer available. So right after investing, I have been locked out of all my assets. <P/> I have sent multiple messages t o Coinbase support with no reply. I fear that I have been scammed into investing money into something that either does not work or is purposefully trying to deceive me. <P/> Hundreds of customers are also experiencing similar difficulties as shown here : XXXX XXXX XXXX For obvious reasons I need to be able to have access to my assets at all times. I have been trying to contact Coinbase via customer support forms, e-mail, private messages on their community forums etc, but they just keep on ignori ng my complaints.
Company Response: Closed with explanation

Timely Response

2017-05-30

Phoenix, AZ

Money was not available when promised

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


Company Response: Closed with explanation

Timely Response

2017-05-29

SC

Other service problem

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


Complaint: On XXXX / XXXX / 17 I lost access to my account with Coinbase. I became unable to login to the account as Coinbase has stopped sending me verification emails. No problems exist with my email account itself. I filed a support ticket and attempted social media contact on XXXX / XXXX / 17 ( and since ) and have received no response from any human support representative. I am unable to turn off or on existing recurring transactions, view my balances, or move any of my existing assets out of the account. I would like to resolve these issues and continue doing business with Coinbase.
Company Response: Closed with explanation

Timely Response

2017-05-26

Nyc, NY

Other transaction problem

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


Complaint: ISSUE 1 : XXXX XXXX, 2017 XXXX XXXX UTC -- XXXX LTC ( Litecoin ) was sold from my account for XXXX BTC with a fee of XXXX BTC. At that time the rate for BTC/LTC was about XXXX BTC/LTC. This is currently worth over {$10000.00} USD. ISSUE 2 : It has been nearly 1 week after this incident. I can not access ANY of my funds in XXXX since the above time. Furthermore, Coinbase is having a week-long " minor outage '' affecting everyone. ISSUE 3 : Customer service? There is none. They do not respond and I can not speak with a person.
Company Response: Closed with explanation

Timely Response

2017-05-25

OH

Fraud or scam

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


Complaint: Coinbase has denied me access to my account multiple times. The first time happened in XXXX in which it took 4 days to get a response back from customer service. When they responded they said that the issue, which was a " email rejected by my mail server, XXXX '' was fixed and I would not experience the issue again. It happened again on XXXX XXXX . I have n't heard back from customer service even though inhale left repeated emails, phone call messages, and social media comments on the channels they recommend. Their support system purposes does not address the issue and they denying of my access has resulted in 10,000 $ + of lo st revenue.
Company Response: Closed with explanation

Timely Response

2017-05-25

San Diego, CA

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

2017-05-23

NY

Money was not available when promised

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


Complaint: I have an account with Coinbase, a XXXX XXXX -based XXXX trading platform. On XXXX XXXX , 2017, I sold {$790.00} of XXXX from my account. The funds were supposed to be transferred to my checking account within 3-5 business days. As of toda y ( XXXX XXXX , 2017 ), I h ave still not received payment. I have tried contacting Coinbase via email and telephone multiple times to inquire. The company is completely unresponsive except for automated replies that do not address my issue or answer my questions. I need the money and Coinbase is profiting from the float. Please help! Thank you.
Company Response: Closed with explanation

Timely Response


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