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 105
2017-08-30
CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX and XX/XX/XXXX, I made 3 deposits to the company Coinbase to purchase digital currency ( Bitcoin, Ethereum, and Litecoin ) in the amounts of {$160.00}, {$100.00}, and {$160.00}. I left the money in my coinbase account and did n't use my account.
On XX/XX/XXXX, I attempted to log into my account and got the message " Sorry, your account has been temporarily disabled and please contact support. '' I contacted their support team and got the response, " Hi there, I sincerely apologize for the delay. 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. '' I followed up with their customer support team on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX with no response. I feel like coinbase has scammed me out of my money and have not received a response to my concerns. Is this even a real company or just stealing people 's money?
Company Response: Closed with explanation
2017-08-30
VA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I opened an account with Coinbase Inc in XXXX 2018. Since then i have been investing in Bitcoin. Now, 4 months later Coinbase Inc has put a freeze on my account stating that I must verify my identity. AGAIN. I did this at the time of account opening. I have tried at least 20 times, followed Coinbase instructions, contacted customer support ( only way is email ).
Coinbase Inc 's actions of putting a freeze on my account is unjustified, illegal and is costing me a lot of money. This is not what they advertise. I must be able to buy and sell bitcoin as I choose, when I choose, as they coinbase boasts. The freeze on my account must be removed. Coinbase Inc 's Identity verification software/app does not work. The customer should not be punished. I am who I say I am and have provided the documents to prove it. For Coinbase to take my money, then freeze it, and state that it is my duty to fix it is preposterous. And customer support at Ccoinbase is unacceptable by any standard.
Company Response: Closed with explanation
2017-08-30
Hazlehurst, GA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been with Coinbase for quite a while now. When XXXX was looming, Coinbase sent out an email saying they recommended their users protect their Bitcoin by putting it into their Vault. I did that on XX/XX/XXXX About a week later ( XX/XX/XXXX ) I logged back into my account and set up the transfer from my Vault back to my Bitcoin wallet. I have waited and waited and waited. I have contacted Coinbase repeatedly about this transfer. The note on my account says, " Waiting for approval. '' I have already approved the transfer so I looked into this further : There is another name on my account ( some d ... XXXX ) I NEVER put on the account. I have investigated on the internet and it seems Coinbase has had this complaint MANY times - the mysterious d ... XXXX who has to approve transfers and never does. I do n't know who this person is. I do n't have their email address to approve my own inter-account transfer and so my money is just somewhere out there inaccessible to me. I have contacted Coinbase repeatedly and they simply DO NOT RESPOND now. I have not been able to use my Bitcoin as the market made its moves. My money is being held hostage by the ( supposedly ) most reliable company to have/hold bitcoin with. I have missed out on many opportunities to turn a profit because my funds are inaccessible.
Company Response: Closed with explanation
2017-08-30
NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: XX/XX/XXXX at XXXX XXXX Coinbase sent a message that they were restricted my ability to Buy & Sell Bitcoin because they say I was reselling of digital currency via other services.
XX/XX/XXXX XXXX I opened a support ticket [ Case ID : XXXX ] requesting my limits to be restored since I have never resold digital currency via other services.
XX/XX/XXXX XXXX I downloaded a full history of my transactions that contains questionable transactions that do not belong to my account and attached for report to the support ticket.
XX/XX/XXXX XXXX Requested for ticket to be reviewed and resolved.
XX/XX/XXXX XXXX Received a message that my limits have been increased but the Coinbase system does not reflect the change. I updated the support ticket with this confusing message from Coinbase.
XX/XX/XXXX XXXX Requested for ticket to be reviewed and resolved.
Also direct messaged XXXX XXXX on XXXX Also private messages XXXX on XXXX XX/XX/XXXX XXXX Requested for ticket to be reviewed and resolved.
Company Response: Closed with explanation
2017-08-30
Saint Clair, MO
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-08-29
CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am filing this complaint to address Coinbase, digital currency exchange, to have my funds/accounts released immediately. Over the weekend, my account was hacked meaning someone, an unauthrizd user, has logged in with my information somehow to transfer {$5000.00} worth of BTC to an address. At the time of the transaction, I 've received text messages that give me the codes to enter if I am logging in from somewhere I have not logged in in previous locations/devices which the led to the suspicion. I logged in to my account immediately with my phone ( primary device for login ) to see what was going on. Only to find out that a transaction has been made an was " pending ''. Unfortunately, Coinbase do not have a human support. I emailed customer service about the account being hacked and replied by saying they 've closed my account due to security reasons.
Two days have passed and a representative emailed me stating the transaction was done through a device that I consistently use to make transaction and a consistent location.
This does n't make sense at all. If someone tried to log in with my information, by entering numerous amount of wrong codes, I believe that Coinbase should have locked my account and advised me right away. I 've received 6 text messages with different codes meaning he or she had entered them wrong every 6 time. Ultimately, I have no idea how they had access to the phone I was physically carrying to complete the transaction. Furthermore, the representative just gave me a simple process to change my password and strengthen my authentication process. I needed to have access to my remaining balance and to find out which device at which IP has logged in for the hack ( trying to somehow resolve on my own ). This capability is only available when I am able to sign in. So at the moment, I am trying to have access to funds over {$20000.00} which is a big amount. Furthermore, they refused to help the customers ' losses. Not only they are willing to even negotiate/speak about responsibilities, they are not enabling my account without answer. So, I hereby file this complaint to Coinbase to take immediate action.
Thank You
Company Response: Closed with explanation
2017-08-29
Ashville, OH
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XXXX XXXX 2017 at XXXX Eastern I cashed out my bitcoin wallet from Coinbase.com. I received confirmation XXXX. It has been 13 days and I still have not had the money deposited into my bank account. Additionally, I have sent them two messages following up on this and have not gotten any response. This company seems to be scamming me and the least they could do is respond and let me know where my money is. It only took 1 day for them to get my money, it should n't take this long to give it back.
Company Response: Closed with explanation
2017-08-29
Arco, CA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase.com is requiring me to update some account information on their coinbase.com/ssn screen in order to do anything but miniscule sells in my account. Unfortunately, their system does not recognize my address as a valid address even though it is a valid address of a major apartment complex in a major city in the XXXX.
I have tried to contact them numerous times since XXXX XXXX with no success. I 've tried via e-mail and via twitter ( both public and direct message to their account ).
They do not respond, ever. I have seen many others have similar complaints. I fear this is part of a fraud or scam intended to make me give up on selling from my account until they have some excuse to confiscate my funds and use them for themselves.
Company Response: Closed with explanation
2017-08-29
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-08-29
Key Biscayne, FL
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Hi, I write to you, because I have ran out of options. I have tried contacting Coinbase over 9 times via email and over there XXXX customer support. They have a telephone number but its completely useless. There customer service is the worst Ive ever seen. They are a cryptocurrency exchange company, one of the biggest in the world, but in my opinion they are committing fraud on hundreds of people. And they get away with it because of there terrible customer service. I started investing with them in XX/XX/XXXX, I invested in XXXX and XXXX currency. I have invested over {$1000.00} with them, but on XX/XX/XXXX, I traveled to XXXX for vacation, and all I did was open there app to check the value of my coins, and pfff just like that, as soon as I arrive to the states which was on XX/XX/XXXX, they had blocked my account because of my travel to XXXX. Account has been blocked for 2 months, and there is no help in sight. They always come back with the same response, we are working on it with a specialist. Really?? For 2 months?? This a multi million dollar company, and what they are doing is fraud. I have over {$1000.00} invested and in XXXX day they stoled it from me. its not right. It does not take 2 months to unlock some ones account, for something so stupid like traveling to XXXX. and like me, there are hundreds of people, and the only people getting there account open are people filing a lawsuit. I ask for you help, because I guess im a small fish in a large pond, and I do n't know what else to do, besides filing a lawsuit or traveling to XXXX XXXX and knocking on there door. The current value of my currency are close to the {$1500.00} mark. It fluctuates on a daily bases. All I want is my account to reopen and I have access to it. I understand you guys are extremely busy, but I beg of you for your help.
Thank you
Company Response: Closed with explanation
2017-08-29
Houston, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2017-08-28
Oaklevel, VA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: InXX/XX/XXXX, a transaction in the amount of {$100.00} was processed to my credit card without authorization - from Coinbase.com. Coinbase had my credit card information on file from purchases of bitcoin made inXX/XX/XXXX, but as evidenced from security logs showing logins to my account, I clearly had not authorized this purchase. Furthermore, the bitcoins that were purchased for {$100.00} were soon after transferred from my account to an unknown bitcoin address.
Since I was unable to find any contact information for Coinbase, I called my credit card company ( XXXX XXXX ) onXX/XX/XXXX to let them know of the unauthorized transaction. A dispute was filed and sent to Coinbase and is currently pending. However, instead of accepting that this case may be a fraudulent transaction, Coinbase conducted another transaction from my credit card in the same amount, {$100.00} onXX/XX/XXXX. I contacted XXXX XXXX again today,XX/XX/XXXX, to dispute this new transaction.
Coinbase 's security logs show that I did not login to my account inXX/XX/XXXX, orXX/XX/XXXX, and that I could not have possibly authorized these transactions.
Additionally, {$60.00} in bitcoin had been sitting in my Coinbase account since my authorizedXX/XX/XXXX purchases and were transferred out of my account on the same day that the total bitcoin from the first order was removed from my account - and it was sent to the same bitcoin address.
I believe that Coinbase has knowingly and intentionally removed funds from my credit card account without authorization twice, and transferred bitcoin from my Coinbase.com account to a private bitcoin address, likely owned by a Coinbase employee. Coinbase intentionally makes it difficult for their users to contact them and provides no way to do so through their website or phone lines. XXXX XXXX informed me that even Coinbase.com 's vendor file has no phone number attached - meaning Coinbase operates with a high level of privacy. Add to that the difficulty of tracking bitcoin transactions, and an incentivized and lowly-regulated company would have an easy time taking money from its customers.
I appreciate your time and hope that the CFPB will investigate Coinbase.com for these two unauthorized transactions, plus the transfer of my personal bitcoin funds to an unknown bitcoin address.
Company Response: Closed with explanation
2017-08-28
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: My phone was stolen on the XX/XX/XXXX, so I also lost my XXXX XXXX XXXX.
It seems that there is no human support for Coinbase and I was asked by a bot to verify my ID using my webcam - which I did. As I have moved countries, I get the following error message : ID does not match profile.
Coinbase has no email support, no call centre and does not answer XXXX XXXX either.
As far as I am concerned, this constitutes fraud - they have my money and I have no way of getting it back. My intention was to buy Bitcoin, but without access to my money I have now lost a potential {$2000.00} USD.
Very frustrated.
Company Response: Closed with explanation
2017-08-28
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am currently having issue with coinbase. They have disabled my account since theXX/XX/XXXX. I can not access my funds, i have submitted a few tickets and sent messages on XXXX but still no luck. I have submitted proof of id and passport on the XX/XX/XXXX. As was requested by coinbase. My email address is XXXXXXXXXXXX.
Company Response: Closed with explanation
2017-08-28
WA
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I 'm a user of cryptocurrency trading platform, Coinbase. I verified my account with my State ID card ( which the app and website confirmed ) and to this effect, I was granted increased buy/sell limits as well as a USD wallet. In fact, I was able to withdraw {$2000.00} from my XXXX XXXX account into my Coinbase USD Wallet. Prior this getting a USD wallet, I could purchase up to about {$2300.00} in cryptocurrency and now, I ca n't buy or sell any of my current cryptocurrency because it gives me an error about having to verify my SSN at XXXXXXXX. ( even though my State ID is verified and there 's no way I 'll get a State ID without SSN ). I have tried over 15 times to get that verified but to no avail. I terribly need the money or at least be able to make transactions on the platform and for about a month now, I ca n't do any of that.
Company Response: Closed with explanation
2017-08-28
Long Island City, NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have an account with Coinbase.com where I have roughly {$50000.00} worth of cryptocurrency stored currently. I recently traveled to XXXX as a tourist and my account is locked as a result ( as of XX/XX/XXXX ). I can not get a response from Coinbase support to reactivate my account and restore access to my assets ; I have contacted the company approximately 15 times since my account was disabled, and provided all of the documentation they requested ( e.g., proof of residency in US, government ID, etc ). Coinbase has replied ( XX/XX/XXXX ) noting that they have escalated the issue, but I have heard nothing since, despite repeated follow-up attempts by me. I need reassurance that I will have access to my money restored immediately. Three weeks is an unacceptable amount of time to be waiting for a response on an issue that should straightforward to resolve.
Case number : XXXX
Company Response: Closed with explanation
2017-08-28
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-08-27
San Gabriel, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have transferred over 20,000 dollars to coinbase and they would not let me wire out my own money back into my own account at XXXX.
They made it very easy to create an account at coinbase and to wire money IN but there website would not let me wire my own money back into my own account. I have sent 3 tickets about there " verification process '' that kept saying my address is incorrect or my social security is in correct when in fact I know it is correct. It has been 3 weeks and they have not responded to any of my tickets.
There website tells me to wait 24 hours to verify again. I have tried this for several days and there system refuse to verify my account. If they did not verify my account, why did they even accept my wire transfer coming in to coinbase in the first place?
Now I can not wire my own money back into my own back because there website is claiming I can not be verified because my Social Security is incorrect. I believe this is an excuse to take my money and hold it ransom.
Company Response: Closed with explanation
2017-08-27
NH
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase requires a link in a verification email to be opened in order to login, however I had lost access to that email and as such I have lost access to my Coinbase account. I am not able to access my {$37000.00} balance or maintain security of my account. I did some research on how to regain access to the account, and followed their instructions pertaining to this particular scenario. Then, I contacted their support via e-mail on X/XX/17 to initiate a Coinbase Account Reset Process. As of today, there has been no response by a human to my case.
Company Response: Closed with explanation
2017-08-27
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have XXXX GBP ( about XXXX US Dollars ) on account with Coinbase.
In order to withdraw money from my account, Coinbase says I need to verify it by depositing XXXX Euros by bank transfer. They say that once this is done, the account should be verified within 2-3 business days, and I should be able to withdraw my XXXX GBP.
I deposited these XXXX euros on XX/XX/XXXX, and as of this writing Coinbase is still refusing to verify my account, and is withholding my XXXX GBP.
I first contacted Coinbase about this onXX/XX/XXXX. I have received many vague responses assuring me a resolution is just around the corner, but as of this writing, they still have my money.
I am attaching the history of my communications with Coinbase.
Thanks for reading, and I hope you can help me out with this.
Company Response: Closed with explanation
2017-08-26
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: This is about COINBASE.COM.
They are holding everyone money if you send out, they have no way to contact them except you write them a ticket, and when you do that they do not respond to your ticket.
Thousands of people have their funds with them, and I know it will be up to {>= $1,000,000} which they have with them. When you request to send money to another XXXX customer or for service payment, They do not process them and they do not say a reason why.
Please, we need this fixed ASAP.
Thank You
Company Response: Closed with explanation
2017-08-26
San Diego, CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-08-26
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-08-26
Concord, NC
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-08-25
Glendale, CA
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: As of XXXX17 ' I made a transfer of {$4300.00} to my Coinbase account. The withdraw was from my XXXX XXXX. Funds, USDT, were transferred using my Bitcoin Address. Copy pasted the BTC Address : XXXX for me to transfer the USDT over to my USD Wallet on Coinbase. The transaction went through but I only received XXXX cents, still pending status, in BTC ( XXXX BTC. ) The transaction is here for anybody to see by clicking the link below. When going on the XXXX website, please copy paste the BTC Address, shown above, to view the current balance. The balance shows the XXXX cents in BTC and the rest of my funds in USDT. The funds are still there but without the Private key I can not access my funds. Coinbase, under their terms and condition, states that the private key is held by them and is not to be handed out due to privacy concerns, to which I understand. However, the address is my address and nobody elses. I understand if I sent the wrong funds to the wrong address and I am asking the for the private keys to the other individuals address, ultimately asking for their bank account information, however this is my account and my wallet so this should be a feasible task for coinbase. I tried another transaction to the same address and my {$10.00} in BTC came to my account without an issue, so I know I still have access to my account.
Public Transaction XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation