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 101
2017-09-13
Mill Valley, CA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I was trying to log into Coinbase but there is always a box that says that the 2-step verification code is incorrect. I am using the Authy app, which always used to work. But for some reason the Authy code is not working. I tried the solutions from Coinbase but that has not gotten me farther. I emailed Coinsbase 2 weeks ago but they still havent replied.
Company Response: Closed with explanation
2017-09-13
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XXXX XXXX XXXX I withdrew using XXXX the amount XXXX to my XXXX account ( # XXXX XXXX XXXX NWBK XXXX XXXX XXXX XXXX ). XXXX convert this to XXXX XXXX XXXX XXXX. I had an email saying the funds would be available XXXX XXXX XXXX. XXXX XXXX after the funds did not arrive I raised a support request through their website Support XXXX # XXXX. On XXXX XXXX I received a reply saying " Thank you for contacting us about this.
We have confirmed this to be an issue with our system and are working to resolve it as soon as possible. Your case has been recorded for review by an expert.
Thank you for your patience in the meantime we will be in touch again as soon as we have an update. '' XXXX XXXX I received " Just checking in to let you know that this issue is still unresolved. Rest assured your funds are secure, and we are working hard to rectify this situation as soon as possible.
Thank you for your continued patience, and sorry for any inconvenience caused. '' Since then I 've received nothing on this ticket and they will not reply to requests for updates of where my money is or when it will be returned. I 've tried twitter and the BBB and the replies I 've had via BBB have just stated there is an issue and nothing else.
I can see that many more people are having the same issue and although the status on their website says there are no issues obviously lots of people are suffering from this company.
Company Response: Closed with explanation
2017-09-13
Memphis, TN
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: XXXX XXXX, XXXX central time zone I wire transferred {$8500.00} to Coinbase Inc. at the following address and information : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NY XXXX United States Account Number : XXXX Routing Number : XXXX Recipient Name : Coinbase, Inc Recipient Address : XXXX XXXX XXXX, # XXXX, XXXX XXXX , CA XXXX Reference Number : XXXX I have emailed them, contacted them by support, and I have now waited 8 days for what they said was going to be a " same day '' transaction.
Any help will be greatly appreciated.
XXXX XXXX
Company Response: Closed with explanation
2017-09-13
Soquel, CA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have XXXX accounts with Coinbase.com.
On XX/XX/XXXX I tried to login to my accounts and got the message that my account has been XXXX and I need to provide photo ID. I was n't sure if their site was hacked or if there was an issue so I reached to Coinbase customer support. They responded back saying a XXXX is looking into my issue.
After that I messaged several times over several days asking for an update and then finally got a response on XX/XX/XXXX that a XXXX will be looking into my case. I then uploaded by XXXX 's XXXX. But then again i kept sending message and didnt get an update and after several days I was told that my case is prioritized as high priority and XXXX is looking into it. Since then I have been messaging coinbase support for an update and they are not even responding with any update.
I have XXXX at coinbase that I 'm not allowed access because they have XXXX my account. Please help!
Company Response: Closed with explanation
2017-09-13
Tulsa, OK
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I tried to get into my account and I miskeyed my duo authenticator. When I tried to enter the correct number, my account was immediately disabled. It 's been two weeks and I have yet to receive a meaningful reply from the company ( Coinbase ). I want to regain access to my account as I have money locked inside it. Case XXXX
Company Response: Closed with explanation
2017-09-13
San Bernardino, CA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Virtual Currency ( BTC ) was sold for US Dollars ( USD ) using XXXX/Coinbase. Two separate bank wires for {$10000.00} ( USD ) each were requested ( 1. XX/XX/XXXX at XXXX PDT Reference # XXXX 2. XX/XX/XXXX at XXXX PDT Reference # XXXX ) from XXXX/Coinbase to XXXX XXXX XXXX . Wires were supposed to arrive within 1 business day. Wires have still yet to arrive. Contacted Coinbase and submitted a ticket on XX/XX/XXXX ( XXXX # : XXXX ). Received no response until I again emailed them regarding the ticket on XX/XX/XXXX. Received Response on XX/XX/XXXX saying everything should be resolved now. Neither the wires have been received nor has my XXXX/Coinbase account been refunded. Problem is still not resolved. Tried to contact XXXX/Coinbase again on XX/XX/XXXX. Have received no response.
Company Response: Closed with explanation
2017-09-13
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I transferred XXXX PAY tokens ( TenX Cryptocurrency ) from my XXXX account ( another exchange ) 47 days and XXXX hours ago ( on XXXX XXXX, XXXX at around XXXX PST ) into my Ethereum wallet at Coinbase.
Since the PAY tokens are an ERC 20 token ( ethereum platform ) I thought they 'd be no issues. The transfer was successful and delivered to my Ethereum wallet at Coinbase. I 'm still new to crypto currency trading, so I viewed this transaction as any other financial transactions ... if wrong address or not supported, the transfer would be rejected or worst case scenario reversed back.
However this is not the case, although the tokens are currently sitting in my Ethereum wallet, I can not access them because Coinbase does not support this specific crypto currency. They 'll accept the transfer in, but will not allow you to access them.
Only Coinbase has the private key to my wallet to access the tokens, but they refuse to send back the tokens, saying it would be too much work for them. The ability to fix the problem is available but they are not willing to do it. I am not the only one who made this mistake in the past, I 've read in various forums of similar cases where the transactions were reversed, so it is definitely possible. The problem now is that Coinbase has grown so much and so fast that they have not scaled their support staff to match the number of users.
The value of my tokens at the peak, a week or so after the transaction went up to over {$410000.00} - now the value has dropped to below {$110000.00} I 'm fine with the fluctuation in price, I just want my tokens returned. I 'm afraid someone there might steal the tokens or a hacker might take them, since the amount is quite large I would prefer to store them in my hard wallet ( offline ).
This is such a new field, I understand my explanation might be a bit hard to follow so below is a quick summary.
Sent crypto currency from one exchange ( XXXX ) to another ( Coinbase ), Coinbase accepted the transfer but because they do n't support the tokens, they will not allow me to access them to transfer or sell.
Coinbase can access them by retrieving the private key to my wallet but refuses to do so because they said it would be a lot of work for them. They felt this was my mistake and I 'm essentially out of luck.
I disagree because Coinbase is a financial institution, if they do n't support this token they should of rejected the transfer or at least reverse it, instead they are keeping the tokens and refusing to retrieve the private key to my wallet, which only them can have access to it.
Thank you for your help. Please let me know if there 's anything else you need from me.
XXXX
Company Response: Closed with explanation
2017-09-13
Covington, WA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-09-12
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: At the begin ofXX/XX/XXXX, I started investing in XXXX.
I send money to Coinbase and at XX/XX/XXXX, I have wanted to participate to an XXXX ( XXXX XXXX XXXX ) named XXXX. This XXXX is possible via XXXX currency and smart contracts ( programs ). The principle is to send ETHs from a wallet to the XXXX XXXX Smart Contract and when the XXXX is over, it sends back tokens to the original wallet.
I sent 4 ETHs and 5 ETHs to 2 different Smart Contracts but both are XXXX of XXXX.
My problem is that Coinbase speaks about your wallet ( owned by you ) but finally, it 's not your wallet, it 's a technical wallet owned by Coinbase. And when the tokens come back to the wallet, it 's too late : the tokens are in the technical wallet but you do n't have the keys of this wallet.
I have tried many times to explain that to Coinbase et to try to have an arrangement ( even if I am charged ) but I received no response at all.
Company Response: Closed with explanation
2017-09-12
Las Vegas, NV
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I sent payment to a vendor via coinbase and the vendor says they never received payment and will not ship without proof from coinbase I have tried reaching customer service via email, XXXX and their online help site l daily for well over a week and a half since XXXX/XXXX/XXXX This is for medication my son NEEDS, I get no answer at all from coinbase and recently got back a massage that emailing them directly has been disabled They have no customer service number, the do not return emails and there online chat looks to be disabled Sent XXXX XXXX XXXX {$300.00} To XXXX Note For order # XXXX Confirmations XXXX Fee XXXX XXXX Transaction View transaction XXXX/XXXX/XXXX XXXX PM COMPLETED
Company Response: Closed with explanation
2017-09-12
Federal Way, WA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I wired from XXXX XXXX XXXX {$7600.00} to Coinbase on XX/XX/2017. Its been over a month and it has not been posted to my account yet. I have called my bank and their bank and they said it has been sent to coinbase already. I have sent 3 emails to XXXX, as directed in their recorded message, but there is not a single response. Please help me to recover my money. Thank you in advance.
Company Response: Closed with explanation
2017-09-12
Problem with customer service
Money transfer, virtual currency, or money service: Foreign currency exchange
Company Response: Closed with explanation
2017-09-12
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: Hi there, I have the following issue with Coinbase : On XXXX XXXX ( more than a month ago! ) I initiated a withdrawal of XXXX euros from my Coinbase account to my XXXX bank account. The site indicated that the withdrawal had been initiated and the money will arrive to the bank account in the matter of few days. After a few day the withdrawal on their site was marked as 'Completed '. However, money did n't appear after 7 day, when I submitted a request to Coinbase, asking where is my money. No one got back to me. Over past few week I tried to reach them using different channels like XXXX, XXXX, but with no success. Please hep!
Thanks, XXXX
Company Response: Closed with explanation
2017-09-12
Arlington, VA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Coinbase received a total of {$25000.00} in funding from me, and then required a verification through a third party vendor in order to buy/sell, withdraw/deposit, or close my account. The third party can not verify me and my account is essentially locked. Coinbase has not been able to provide any support.
On XXXX XXXX XXXX I created a Coinbase account. I verified my bank information and identity on XXXX XXXX XXXX. My identity was verified via the mobile Coinbase app by taking a photo of my drivers license and face. My bank account was verified by reporting 2 small deposits. I initiated an ACH transfer for {$5000.00} from my XXXX account and placed an order for {$5000.00} work of litecoin. The same day I also initiated a wire transfer in the amount of {$20000.00} and it was processed within 2 hours. I attempted to purchase an additional amount of litecoin, but was informed via a prompt Before you will be able to complete this transaction, you must provide additional information at https : //www.coinbase.com/ssn Upon visiting the link I was further informed Identity Verification Required. We are periodically required to identify users on our platform. Please provide additional information to continue this action. Add SSN Information. My name, address, and date of birth are pre-populated. I had to enter the last four digits of my social security number, select a use of coinbase, select a source of funds, and provide current occupation information. After a select number of tries users are locked out for a 24-hour period. Over the course of the next 4 days I tried approximately 25 different permutations of previous addresses and first, middle, and last name order. Nothing worked and the following message is received : 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, or those that may be new to the country and have not established a presence in public data. It should be noted I am a home owner that has resided at my current address since XXXX XXXX. Further, I have 21 years of credit history and have always lived in the U.S. Until my additional information is verified I can not buy/sell, deposit/withdraw, or close my account.
Between XXXX XXXX and XXXX, I reached out to Coinbase twice via twitter message, once via a twitter post, once on reddit, and four times via their email support on. I also left a message on their fraud hotline on XXXX XXXX. Coinebase does not offer phone support or chat support. Requests were specifically made to close my account on XXXX XXXX, XXXX, and XXXX and to return the funds via the same method used to deposit. Coinbase has responded twice, both on XXXX XXXX and in response to an email request. The representative provided suggestions on how to become verified and indicated verification was done via a third party. The rep, XXXX, also advised specifically unfortunately, theres not much to be done in these cases but to continue trying the quiz. My request to close my account and withdraw funds was ignored. I made request to my bank, XXXX, on XXXX XXXX to initiate an investigation into the {$5000.00} ACH transfer and the {$20000.00} wire transfer. There are no results at this time from the investigation.
Company Response: Closed with explanation
2017-09-11
Mountain View, OK
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I wired XXXX to Coinbase. Coinbase then failed to receive the funds properly due to a clerical error on my side. They reported they were wiring the funds back, but funds have yet to arrive and they will not answer emails and have no phone support line.
Company Response: Closed with explanation
2017-09-11
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I withdrew money from my EUR XXXX on coinbase.com on XXXX XXXX.
It was only XXXX XXXX XXXX after their fees and banking fees ) but there is hundreds people with same problem, also a lot of them withdrew much more money.
The website told me that transfer is completed and I will have money on my XXXX bank account by XXXX/XXXX/XXXX. I did not get this money.
First I thought there is a small delay.
On XXXX/XXXX/XXXX I decided to contact them. I 've created case on their support page.
My question was without response for a few days so I decided to reach them on twitter.
After next few days they replay on twitter, they wanted me to give them case number from their support so they can take a look.
They answered me on their support site that they confirmed it as a problem and they are working XXXX to fix the issue and my " case has been recorded for review by an expert. '' I can not give you specific date because their answers has wrong dates (! ).
After a next days ( XXXX XXXX ) of silence from them I lost patience and I wrote to them again. I get a very fast answere : " Hi there, Just checking in to let you know that this issue is still unresolved. Rest assured your funds are secure, and we are working hard to rectify this situation as soon as possible.
Thank you for your continued patience, and sorry for any inconvenience caused. '' So I was waiting. I did n't hear from them until then. I was writing on their support site and on twitter.
Four days ago ( XXXX/XXXX/XXXX ) they answered to my tweet again : " We apologize for the continued delay. We are working to resolve the issue as soon as possible. Thank you for your patience. '' So I am still waiting and I hope that you will help me.
Sorry for my bad English and thank you in advance.
Company Response: Closed with explanation
2017-09-11
Hinkley, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX XXXX XXXX, I set up my XXXX wallet on Coinbase.com. They require you to make a wire transfer from your bank, which in this case is XXXX, to them, to verify your account information.
I was fine with this, as it confirmed that the account was linked, as the initial deposit was received by Coinbase from my bank on that same day. Once that process was complete, I then initiated a transfer from Coinbase to the same bank account, with the funds that I wished to withdraw. That amount should have been ( before Coinbase ' fee ) {$950.00}. They listed this transfer being completed on XXXX XXXX at XXXX.
I waited patiently for a few days, and the money never arrived in my bank account. I called XXXX, and they confirmed that I had no incoming wire transfers at all, so I reached out to Coinbase. What I found was that Coinbase has basically no way to reach them, aside from an online contact form, but I did also try and reach out to them via their Twitter account to see if I could get some assistance. I received none.
My first contact with them was on the morning of XXXX XXXX. I received the following response via an apparently automated system.
Coinbase Support XXXX XXXX, XXXX XXXX Hello, and thanks for reaching out!
It appears you XXXX be writing us regarding a bank wire.
Wire deposits are available to all customers who have completed sufficient account verifications to obtain a XXXX wallet.
Bank wires often arrive the same business day if sent before the cut off time for your bank, otherwise they will arrive the following business day. The timing may vary.
Bank wires will be automatically credited to your account when received.
Please keep in mind that the personal name on the bank account that you are sending funds from must match the legal name on your Coinbase account. Also, the unique reference number provided for your account must be included with your wire so that funds can be automatically credited to your account If youre a XXXX XXXX XXXX customer, please remember to not send a push ACH to our wire details, only an actual bank wire can be received at our wire details. When this occurs, these funds will need to be manually reversed. If it was actually a wire transfer, BoA should be able to provide a Federal Reference number to trace it. If you notice Next-Day ACH or Overnight mentioned in the transaction details, we will block the wire, and the funds will be returned and should arrive back to your account within several business days.
Again, I apologize for the difficulties.
If you still have an outstanding issue regarding a bank wire, please let us know the amount, date sent, name of sending bank, and personal name on the account that funds were sent from. Well be glad to look into it.
That was the only response that I received from their company. I subsequently tried contacting them via the same system on : XXXX XXXX as a reply to their message XXXX XXXX via their XXXX account XXXX XXXX as a second attempt XXXX XXXX as a third attempt I have not heard anything from their company since that first automated message. I feel as though this is not a small matter, as my money is basically non existent for the time being. I also feel that I have given their company more than enough time to contact me in some form, in regards to this matter.
Company Response: Closed with explanation
2017-09-11
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-10
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: TheXX/XX/2017 at XXXX I bought Bitcoins for XXXX ( fees included ) in Coinbase.
The XX/XX/2017 I was logging into my account and I saw that it was disabled with no reason ( the Bitcoins are in the Coinbase wallet and, if I ca n't log in I ca n't get the money back ).
They ask me to provide my ID and a proof of residence and I did it immediately by e-mail but a bot replied to it. I have put 3 complaints since then and they do n't solve my problem, they do n't answer me to the e-mail or to the XXXX messages.
PS : I attach you the things they ask me to provide, just in case you need it.
Company Response: Closed with explanation
2017-09-10
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: I was asked by Coinbase to send a SEPA transfer to their bank in XXXX. I sent XXXX on XXXX/XXXX/XXXX and within a few days I received an automated email saying that they can not accept the money in GBP as it must be in euros. They email then said the money would be returned to my bank within 1-2 business days. It has now been 33 days and Coinbase have only replied once on the XXXX/XXXX/XXXX stating that they were working with a 'specialist on my case '. They say this despite the email specifically saying the money would be returned to my account within 1-2 days and that there were no problems they encountered for them to require a 'specialist '. Upon further research, it seems an absurd amount of similar situations like mine have been raised on online forums with the same generic response of 'we are working with a specialist on your case ' used each time. It seems apparent that this line is used in an attempt to stop the customer from contacting them.
Company Response: Closed with explanation
2017-09-10
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-10
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-09-09
Nashville, TN
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I transferred {$60000.00} to Coinbase via same day wire transfer from my XXXX XXXX XXXX business account ( XXXX XXXX XXXX ; account # XXXX ) on XX/XX/2017 very early in the morning.
My bank approved the wire and it went through.
I received an email from Coinbase later after midnight central time stating that my wire transfer has been reversed to my bank due to a name mismatch. My bank account name did not match with my Coinbase account because the wire transfer was made from my business account.
The email from Coinbase states I should receive my funds bank in one business day.
I have not received my fund at this moment. I have tried to contact them but no success. They have no phone number to call, no chat service with humans, but only emails which they have not replied to since Wednesday.
Company Response: Closed with explanation
2017-09-09
Anaheim, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I wired {$4500.00} to coinbase to credit to an associates account. Coinbase rejected the deposit and said they returned my funds. Coinbase has been contacted about the missing funds but they have not returned the money nor have they been in contact.
Company Response: Closed with explanation
2017-09-09
AL
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: coinbase.com, they have defrauded many people of money. The need to give us our bitcoins or money back ( with interest )! No one answers the cellphone attached to coinbases sec filing and the voicemail is full. I tried calling it 100 times in a day, someone kept turning it off and back on, so they received the calls.
Coinbase.com has committed many counts of fraud and complaints need to be filed or they will just continue to commit fraud. Here is the definition of fraud, let the legal system be the judge : 1 a : deceit, trickery ; specifically : intentional perversion of truth in order to induce another to part with something of value or to surrender a legal right b : an act of deceiving or misrepresenting : trick 2 a : a person who is not what he or she pretends to be : impostor ; also : one who defrauds : cheat b : one that is not what it seems or is represented to be Company information : COMPANY CONFORMED NAME : Coinbase Inc.
CENTRAL INDEX KEY : XXXX IRS NUMBER : XXXX STATE OF INCORPORATION : DE FISCAL YEAR END : XXXX FILING VALUES : FORM TYPE : XXXX SEC ACT : XXXX Act SEC FILE NUMBER : XXXX FILM NUMBER : XXXX BUSINESS ADDRESS : XXXX XXXX : XXXX XXXX XXXX, XXXX XXXX XXXX CITY : XXXX XXXX XXXX : CA ZIP : XXXX BUSINESS PHONE : XXXX SEC complaint center : XXXX XXXX XXXX FBI XXXX ( Internet Complaints ) : XXXX XXXX XXXX California Attorney General : XXXX XXXX XXXX XXXX XXXX District Attorney : XXXX XXXX XXXX XXXX
Company Response: Closed with explanation