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 100
2017-09-28
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I want to complain about Coinbase, a digital currency company based in XXXX XXXX, California. XXXX XXXX XXXX I have given you the link to their support page on XXXX. It is worth checking out and seeing how many of their other customers have had their money stolen.
I had some issues early on when I withdrew my bitcoins, thinking that meant they would be put straight back into my bank account. It was only after many months later, when all my emails of complaint were ignored, that I saw that withdrawing your bitcoins does n't withdraw it back to your bank account but simply into your XXXX balance.
In order to do this, I had to verify my bank account. Here are the emails we then sent to each other concerning this : XXXX XXXX - Tue XXXX, XXXX I want to withdraw money from my XXXX account. I verified my account by paying {$6.00} to a bank in XXXX. It has been verified but it still has 'Verify ' next to my bank.
Just when I thought I was getting somewhere and could finally withdraw, I ca n't! I want to know what is going on and will no doubt have to wait months for an answer.
Coinbase - XXXX XXXX, XXXX XXXX XXXX XXXX XXXX : Hi there, Thank you for contacting Coinbase support.
Unfortunately, we are unable to provide XXXX wires at this time. However, XXXX users can still make use of XXXX transfers to withdraw and deposit XXXX, as well as buy digital currency directly using a 3-D Secure-enabled credit or debit card.
If your bank confirms that they can process XXXX transfers, you can add the bank to your account at the Payment Methods page, located here : https : //www.coinbase.com/payment_methods.
Click the + New Payment Method button in the upper-right of the screen. A window will appear that will allow you to select a payment method. XXXX " '' Bank Account XXXX XXXX XXXX. You will then need to enter the bank name, XXXX, and swift/BIC number. These can be provided to you by your bank.
After adding your bank, please provide us with a recent copy of your bank statement.
For your security, please DO NOT email us this document. You should receive a document request in your email from the following domain : filetransfer.coinbase.com Simply click the Upload button in the email to send securely send us the file.
After this is done please reply to this email and well be happy to manually verify the bank on your account. Once verified, you will be able to create deposit and withdrawal transfers on your account.
I hope this information helps.
XXXX XXXX - Tue XXXX, XXXX [ See 2 screen shots ] I have already done this, had to pay my bank XXXX to make the XXXX payment that you requested. You returned that XXXX to my EUR wallet. That surely means that my bank is verified. Then why does it still have the 'Verify ' button next to my bank?
I 've had to pay XXXX to verify my bank! It 's done! Why ca n't I just withdraw MY MONEY????
I 've attached the email received from you about the XXXX deposit you received from my bank AND a screen shot of the two payments from my bank account to your bank in XXXX and the XXXX that it cost me to make the payment.
Coinbase - XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX : Hi there, Thanks for reaching out. Having investigated the issue, I am working with a XXXX to address it properly. We will follow-up with you as soon as we have an update.
Thank you for your patience.
Coinbase - Wed XXXX, XXXX XXXX XXXX replied : Hi there, I apologize for the inconvenience.
The reason your bank is not verified is because the XXXX on the payment did not match the XXXX you have in your payment methods. You will need to add the new XXXX payment method with the correct XXXX, XXXX that matches the id label in the deposit.
Thank you for choosing Coinbase.
XXXX XXXX XXXX XXXX - Wed XXXX, XXXX Hi, This does not make sense. I followed the proceedings as requested by you in order to withdraw to my bank. As I said, I had to pay my bank a XXXX charge in order to do this. You paid me back the 6. It should n't be this difficult! Your reputation with your customers is rock bottom at the moment, yet you seem to be going out of your way to make our lives a difficult as you can. It 's oh so simple for US to give you money, but when it comes to YOU giving us OUR money it 's the most difficult thing in the world! PLEASE be transparent and tell me why I can not withdraw to an account that I jumped through all your hoops to verify??
XXXX XXXX - Wed XXXX, XXXX XXXX XXXX replied : Hi there, Thanks for reaching out. Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update.
Thank you for your patience.
XXXX XXXX XXXX XXXX - Wed XXXX, XXXX It has been two weeks since you said you were working with a specialist to address this serious issue I am having. Of course, I am having to contact you AGAIN because you have n't responded. I just want to withdraw all my money from Coinbase and switch to a legitimate company that treats its customers with respect. Why the XXXX can I not withdraw my money?!
XXXX XXXX have not heard from them since.
Company Response: Closed with explanation
2017-09-28
IL
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On Tuesday XXXX XXXX at XXXX XXXX CST a transaction was initiated that withdrew {XXXX} from my bank account in order to buy bitcoin on coinbase.com. Although I had used the service often in the past this transaction was fraudulent -- at that time I did not even have access to a computer. I reported the fraudulent transaction to coinbase as soon as I noticed it had happened which was roughly about three hours later. I asked that the they cancel the transaction and they refused, stating that they would need to investigate the account security first. I reported this both by phone and by email.
Coinbase immediately locked my account and I received an email shortly thereafter that was trying to glean how my account may have been compromised. I answered their questions to the best of my ability. After not receiving a response I called coinbase 's customer support line in an attempt to get my account unlocked and retrieve my funds, they repeatedly told me that hey " can not deal with account specific issues ''. I sent another email to support explain how much of a hardship this was causing me and once again asked them to reverse the transaction.
I received no reply until today, Thursday XXXX XXXX. They again only tried to glean details regarding how my account may have been accessed and refused to address when I may be able to access my money or get it refunded. I have already provided as much information as I can in regard to their security question and stated as much. I only wish to get my money returned and have no interest in continuing to use their service. The irony behind the ordeal is that had I not reported the unauthorized transfer to coinbase I would have simply been able to transfer the money back to my bank account instead of having it withheld.
The {$XXXX} debit overdrew my checking account by {XXXX} and I am accruing fees daily due to the overdraft. In addition to this, I will be unable to pay my XXXX rent, I 'm unable to buy groceries and I if this does not get resolved shortly I will wind up with a number of past due bills.
Coinbase is holding my stolen money without consent or permission. I do not care if they close or disable my account but I need my money returned as it is causing a significant amount of hardship and additional costs.
Company Response: Closed with explanation
2017-09-27
Chat, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-09-24
N Chesterfld, VA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-09-24
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-24
South Florida, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: To whom it may concern, On XXXX XXXX, I sent XXXX XXXX ( {$1400.00} ) from coinbase to another company called XXXX. Due to the fee added, coinbase took XXXX XXXX ( {$1400.00} ) from my account. According to coinbase, the transaction was completed but the bitcoin was never received by the other company. I contacted coinbase support on XXXX XXXX and XXXX additional times on XXXX XXXX and XXXX. Coinbase has never responded to my inquiry. Please find attached a screenshot of the XXXX address from XXXX and Coinbase. I would like to know why the vendor ( XXXX ) never received my bitcoin and what actually happened to my money ( {$1400.00} ) which was taken from my account. Please help me as it is a lot of money to lose.
Thank you!
Company Response: Closed with explanation
2017-09-23
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I made my Coinbase account when I was in the XXXX and used it there for a couple of months before moving to XXXX XXXX. Throughout the past couple of months, I 've been using the Coinbase app, but when I wanted to sign in using my laptop on XX/XX/XXXX, I was told to verify my account with my ID. Since I do not hold my XXXX phone number anymore, I had to change my phone number to access my account. That went well. However, as soon as I submitted my ID, my account was XXXX. I contacted Coinbase twice, and I have not yet received any information regarding my account status.
Company Response: Closed with explanation
2017-09-22
Federal Way, WA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: In XXXX I opened an account with XXXX, both to manage my personal XXXX holdings and to support a XXXX related business I was building. I was able to open and use a merchant account, and used the Coinbase XXXX to process XXXX subscription payments for my business.
In XXXX of XXXX my business had grown a great deal, and I had a number of recurring subscriptions to my service set up through Coinbase. In order to stay compliant with all the rules regarding identity, I updated the address information on my account, as I had moved from one state to another. This update triggered an automatic review of my account that has not been completed to this day ( XXXX XXXX XXXX ). This review process suspends all activity performed via the XXXX ; that is, all of my subscriptions were now unable to be processed, and new customers were unable to start subscriptions.
I requested support from Coinbase, but this ticket has never been responded to. The net result of this long delay is all of my monthly customer subscriptions through Coinbase have expired and can not be renewed ; reducing the revenue stream of my fledgling business, causing confusion among my customers, generating additional support load for my business, and requiring development time to move to another XXXX.
Company Response: Closed with explanation
2017-09-22
Knoxville, TN
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I tried to log into my Coinbase account after getting a new phone, same account, same XXXX authenticator, same everything.
Can not get into my account. Have not received a response or resolution from Coinbases account recovery system. Nothing.
Give me access to my account, I have uploaded my drivers license, all of my info. I wish to no longer do business with your company once I gain access to my funds.
Company Response: Closed with explanation
2017-09-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: On the XXXX XXXX, I made XXXX x withdrawals from Coinbase after selling crypto currency on their website. Both withdrawals still show as 'Pending ' even though they should have arrived before XXXX XXXX.
I have made multiple attempts to contact Coinbase, but to no avail. So far, they have not been able to tell me when I will receive my money.
- XXXX Coinbase Reference - XXXX - XXXX Coinbase Reference - XXXX Best Regards,
Company Response: Closed with explanation
2017-09-22
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-09-21
Tarzana, CA
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Complaint: I have an account with coinbase, com from earlier this year ( 2017 ) I have been buying and selling cryptocurrency through their site until recently when i tried to buy bitcoin ( BTC ) through my bank account which had too few funds in it which was a mistake i made.
Since then i see that when i log into the account my account is set to restricted access and can not buy or sell. Effectively freezing my money deposited in there.
I have tried to email support, and call the number for help and so far had no reply by either methods. There is now no way I can access them and unfreeze the account.
I did get through their phone system once - earlier today, and hit '2 ' for a call back. I was called back ( the mans voice was the same as the voice on their 'Please hold ' message. He asked me to hold the line, and the line went dead. He never called me back. Since then I have tried repeatedly to call to no avail.
Please help.
I have etherium ( ETH ) coins purchased ( currently valued at around {$4000.00} )
Company Response: Closed with explanation
2017-09-21
Boston, MA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Should have received XXXX from XXXX, instead received XXXX BTC From XXXX : XXXX XXXX Address : XXXX XXXX XXXX XXXX I filed a support case and contacted support a week later when I did n't receive a response. I XXXX at both the company and support XXXX accounts. Again, no response.
Company Response: Closed with explanation
2017-09-21
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I initiated a withdrawal from coinbase ( withdrawal reference XXXX ) on the XXXX XXXX XXXX for the sum of XXXX. The money should of cleared in my account by the XXXX of XXXX XXXX but the money seems to have disappeared.
Several attempts have been made to contact customer support but all attempts have been ignored.
Company Response: Closed with explanation
2017-09-21
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-09-21
Irvine, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I transferred ( Wire Transfer ) money from XXXX XXXX XXXX on XXXX/XXXX/XXXX to Coinbase, Inc amount of XXXX USD. The Money was transferred same day from my bank account. I have contacted the recipient through there web site asking about the status of the transfer. I have requested them 5 to 6 times in past 5 days. They responded for my 1st request asking the Federal Reference number for the transfer. I sent the required details, but till date no response from them. The CaseID with CoinBase Inc is XXXX. Attaching the Email exchange and Bank Statement ( To Confirm the money was transferred from my account ).
Company Response: Closed with explanation
2017-09-19
Clayton, MO
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I sold XXXX totaling XXXX on coinbase on XXXX/XXXX/XXXX at XXXX AM ( reference code XXXX. XXXX was supposed to deposit XXXX into my bank account however I have received no money.
I submitted a ticket, the only way to contact them, and have been ignored. I would like my money.
Company Response: Closed with explanation
2017-09-18
MD
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XXXX XXXX at XXXX I deposited XXXX $ worth of bitcoin witch was {$180.00} at the time I sold it to the USD wallet, At XXXX $ ( witch was fine ) on XXXX/XXXX/XXXX XXXX XXXX I tried to add my bank and when I was answering the security questions it said it was wrong when they were not, I have added my bank before and It worked fine. So then I tried to add my routing number witch then did not work witch was the correct routing number.So at that point I couldent use the money to by bitcoin then sell it to my XXXX then transfer to my bank. I contacted them multiple different times different times the first time they gave me the same answer over and over again I could never get A strait answer and they took my money!
Company Response: Closed with explanation
2017-09-15
Glendale, CO
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XXXX XXXX, XXXX I wired {$21000.00} to Coinbase , Inc . The wire was sent from my credit union, XXXX XXXX of XXXX, to Coinbase 's bank, XXXX XXXX Bank. I spoke with XXXX XXXX Bank and they confirmed that they received the wire on XXXX XXXX, and forwarded it to Coinbase the same day. Coinbase has not credited the money to my account, and has not responded to my multiple attempts to contact them to get this issue resolved. I now believe that they are acting criminally. How can a company legally hold my money for 17 days without providing the promised services? How can they get away with having absolutely no way to contact them by phone? I have sent at least XXXX emails, opened XXXX support tickets, left them voicemails, attempted to contact them on XXXX, XXXX, and XXXX and filed a complaint with the XXXX XXXX XXXX. This company needs to be shut down, they are either thieves, or lack the competence necessary to run any sort of financial company. I have suffered financial harm because Coinbase has effectively stolen my money. I will be filling criminal complaints with every agency with jurisdiction to ensure that this criminal enterprise can not harm others in the way that they have harmed me.
Company Response: Closed with explanation
2017-09-15
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I have a account in coinbase.com opened for Bitcoin selling/buig. They provide a few personal Wallets to operate in BTC ( Bitcoin ), EUR, LTC, ETH.
I deposited 10 EUR on my EUR Coinbase Wallet on XXXX XXXX XXXX.
I transfered my personal Bitcoins : XXXX BTC ( from external adress ) to my bitcoin Wallet on Coinbase on XXXX XXXX XXXX.
I sold my Bitcoins and transfered founds : XXXX to my EUR Wallet on Coinbase on XXXX XXXX XXXX. They got a fee XXXX.
On XXXX XXXX XXXX i requested withdraw XXXX from my EUR Wallet to my Bank Account in XXXX. Type of paymant was : SEPA. Coinbase write on they webpage that the transfer will be done in 4-5 days.
Bank Account was been verified ( i.e. small paymant was done before and checked that account is mine ).
To this day requested founds have not been transfered.
I writed two complain tickets on coinbase.com support page. First : XXXX XXXX XXXX, second XXXX XXXX XXXX. On both I have received only automated messages without any desire to solving the problem.
Company Response: Closed with explanation
2017-09-14
Austin, TX
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Hello, first of all, I 'm very grateful to have you guys as a resource for these types of problems. Thank you!
On XXXX XXXX, 2017, I sent a Wire Transfer in the amount of {$1000.00} USD from my XXXX XXXX XXXX Account to Coinbase , Inc through XXXX XXXX XXXX. The Wire Federal ID # is XXXX Coinbase emailed me the same day stating " You recently sent a wire to your account for {$1000.00} USD, unfortunately, we were not able to process this wire due to a name mismatch and your money has been sent back to your bank. '' It 's been 2 weeks and my bank has not received any money back and they confirmed that the money has been wire transferred out successfully to Coinbase. I have emailed Coinbase 5 times, and I just get automated responses with no solutions. I have nobody to reach in their company.
Can you please help me?
Thank you!
XXXX XXXX
Company Response: Closed with explanation
2017-09-14
Prunedale, CA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I filed a complaint that coinbase responded to but they brought up a completely different transaction than the one i was talking about. On XX/XX/XXXX i purchased bitcoin instead of coinbase crediting my acount with XXXX ... .... they deducted it and i was charged on my credit card XXXX dollars. Coinbase eventually took responsibility for their mistake after days of trying to speak to someone. they credited me back a XXXX ... XXXX when i should have been credited back XXXX ... ... ...
Company Response: Closed with explanation
2017-09-14
Queens, NY
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I purchased XXXX ethereum at the price of {$190.00} each, with a total of {$780.00} including {$11.00} fee. I made this purchase on XX/XX/XXXX at XXXX PDT and the confirmation E-mail i received stated I 'll receive the XXXX ethereum on " Your ethereum will arrive by the end of day on XX/XX/XXXX XXXX. '' It 's XX/XX/XXXX now and I still have n't receive them. I 've been E-mailing to Coinbase support for the past week and no reply at all.
My E-mail to my coinbase account is XXXXXXXXXXXX
Company Response: Closed with explanation
2017-09-14
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-14
Spring Hill, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: In anticipation for Hurricane Irma to hit our community and to have the cash needed to make repairs and make payroll we liquidated our Coinbase accounts ( four transactions on the same day totaling to approximately just over {$6300.00} ) on XX/XX/XXXX with a delivery date provided by Coinbase of XX/XX/XXXX.
The account has been verified by Coinbase for months had same day debits from Coinbase when making purchases in the past as recently as XX/XX/XXXX, yet Coinbase has not been able to deliver a credit for over a week.
As the money was not there on XX/XX/XXXX, support tickets were opened with Coinbase, messages were sent via XXXX to the payment support team, and private messages were sent to moderators on the Coinbase subreddit who are marked as Coinbase employees.
The transaction history within Coinbase shows an ACH transfer date of XX/XX/XXXX. Reaching out to XXXX XXXX XXXX they have zero record on their end of any transaction processing. Having worked as XXXX on the data acquisition team for XXXX ( XXXX XXXX XXXX XXXX ), there is a familiarity with the ACH process and transfer times. Coinbase 's timeline appears to yield discrepancies in regards to generally accepted processing times.
Coinbase 's response has been a single email of " ... we are aware of the issue ''. Looking to support forums for help this appears to be a recent issue with Coinbase, which could indicate a liquidity crunch.
Company Response: Closed with explanation