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 14
2018-05-23
NJ
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Dear Sir or Madam On XX/XX/XXXX i went in trip to visit my sick mom in XXXX, and during my visit i tried to check my account from there, no order placed to buy or to sell, just checking the balance, So Coinbase identified my IP address and froze my account since american companies prohibited to do business with XXXX. I submitted all documents Coinbase requested, proof my US citizenship and my US residency, so i provided it all, and after many many contact with Coinbase, I still can't access my account after more than 80 days .and no clear response for them other than they are short with staff, i have to be patient or someone will get back to me, which is a sounds like a joke. Please help me to resolve the problem.
Best regards
Company Response: Closed with explanation
2018-05-23
Chicago, IL
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: First, I bought the XXXX ETH and then sent XXXXETH to XXXX ( to external account XXXX ) on XX/XX/XXXX through Coinbase/GDAX account.
I have a history on GDAX account and a record with email.
XXXX : XXXX *XXXX token address - XXXX Secondly, XXXX sent XXXX XXXX tokens to GDAX ( to account XXXX ) Please find thehash link below XXXX XXXX XXXXXXXXXXXX XXXXXXXX GDAX told me they can't give or refund me XXXX tokens or XXXXETH.
I don't know how can I solve this issue
Company Response: Closed with explanation
2018-05-22
New Orleans, LA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX, I purchased bitcoin for {$260.00} from Coinbase.com. At the time of the purchase I was told that I could use the bitcoin anywhere, anytime, without doing anything except signing up and depositing funds to my online account, XXXX. I originally found out about Coinbase.com in XX/XX/XXXX thru their internet ad that claimed to be the world 's most popular way to buy and sell bitcoin. However, I found out they had nothing but customer complaints and a XXXX rating of " F ''. I attempted on XX/XX/XXXX to send the bitcoin and they locked my account and told me that I had to send them more id and additional time consuming and very difficult online verification, none of which Coinbase.com explained to me at the time I purchased the {$260.00} in bitcoin from them. I contacted Coinbase.com on XX/XX/XXXX, thru XX/XX/XXXX and discussed my difficulty and inability to use the bitcoin as promised with XXXX, XXXX, XXXX, XXXX and XXXX and asked for a refund in the amount of {$260.00} but I was told by XXXX in coinbase support that I had to wait until XX/XX/XXXX and also send them additional information and did not receive my requested refund or any part of it at all. On XX/XX/XXXX I still was blocked from sending funds and closing my account.
I want the XXXX XXXX XXXX to investigate Coinbase.com and to file a lawsuit against Coinbase.com to prevent them from selling this bitcoin without clearly explaining in advance all the extra steps people need to take to use it and without making it very difficult and/or impossible to use. I also want the CFPB to sue coinbase.com to obtain penalties and refunds for me and many others whom I believe were misled that the bitcoin could be easily used for purchases. Thank you.
Company Response: Closed with explanation
2018-05-22
Kosciusko, MS
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Coinbase has frozen my account since XX/XX/18 and Ive already tried countless times to contact them to fix the problem. Thanks
Company Response: Closed with explanation
2018-05-21
Mableton, GA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-05-21
Anaheim, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, I had transferred some monies from my checking account with XXXXXXXX XXXX to my cryptocurrency account with Coinbase. I did this with my Coinbase app on my cell phone. I believe these are considered to be " ACH debit transactions '' by the bank. I made a transfer of {$2000.00} from my XXXX checking account to my Coinbase acct. This transaction went smooth. Then I made another transfer of {$5000.00} with my Coinbase app, from my XXXX checking acct to my Coinbase account -- this transfer of {$5000.00} was a disaster as the Coinbase app caused this transaction to be a duplicate transaction ; in other words, TWO {$5000.00} transactions were made instead of just one {$5000.00} transaction.
The worst part is the money never made it into my account with Coinbase. I was only credited for {$7000.00} of my money taken from my XXXX checking account, when I should have been credited with {$12000.00}. I am missing {$5000.00} of my money. It just disappeared. The people at my XXXX branch told me it is sitting in Coinbase 's merchant bank account with XXXX XXXX XXXX and that only Coinbase has the authorization to reverse the transfer. XXXX XXXX has given me trace numbers for each {$5000.00} transfer that was sent to Coinbase 's bank. They are : trace # XXXX and trace # XXXX I have called and spoken to a customer care rep and have only received emails stating they are reviewing my claim. It has been 4 months and it really feels like I'm being stone walled and ignored. I want my money back. It belongs to me and I never authorized for duplicated transactions to be sent. I have attached a copy of my XX/XX/XXXXbank statement which shows the money debited from my account. I can't even access my Coinbase account, I haven't been able to since this fiasco happened, so I can't even view any activity in anyway.
Company Response: Closed with explanation
2018-05-19
NJ
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: The company name is coinbase and they are holding my account with {$9400.00} in cash. They have deny me the option to close my account and withdraw my funds.
They say a specialist has to look into my account. I spoke to coinbase staff over the phone and they told me it can take 5 months or more before they look into my case. my account is in good standing according to them but the only answer i get is that i have to wait for a specialist because they have a lot of work. My account was updated on XX/XX/2018 and i been waiting for a resolution since.
Company Response: Closed with explanation
2018-05-18
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-05-18
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XX/XX/2017 i got an Email from XXXX that my Account is blocked due a violation of Terms of Service. I don't know what I made wrong but i accept their decision of Account closure.
My Account is blocked now since XX/XX/XXXX and since then i try to get in contact with the support to verify my Bank Account do withdraw the Rest of my -Funds from my Account that the Account closure can be finished.
The Problem is, that the Coinbase Support Team only sends standard answers like " We will look with expert and try to solve the problem ... '' After the standard answers there come no advises or help from their side.
I accept the decision of closing my Account and only want to withdraw my funds on my Account to follow up with the Account closing.
When i login to Coinbase i only have Access to one Page where i can fill in a Bitcoin oder ETH adress to send coins to. ( Have no BTC or ETH on my Account ) Next Option is to choose bank Account to withdraw the funds, but i can choose no bank Account because i cashed in by Creditcard.
Please help me to find a solution with Coinbase to get the Rest of my Money and that my Account can be closed afterwards.
Since XX/XX/2017 i only get the same standard answers or no answers!
They sometimes sent me some links with a how to deposit and so on.
But when i try to open this links i always get referred to the site " Account is in closure progress '' and only have the chance to choose where to send my funds.
My only problem is that i cant choose a verified bank Account, and i get no answer how to verify. I only need a way to get my money back, doesn't matter for me if with verification or another way.
Hope u can help me to finish this Best regards XXXX XXXX
Company Response: Closed with explanation
2018-05-18
CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: This complaint is against Coinbase.com.
I registered with Coinbase that is regulated as a MSB by XXXX. As part of my registration I was fully verified and provided detailed KYC documents as required. I linked my XXXX XXXX account to this coinbase account. All of my transactions on this platform were buy transactions using verified source of funds from my XXXX XXXX account. Unfortunately crypto currency has a lot of scam and phishing attacks. I fell victim to one such scam/phishing attack that should have been easily prevented by Coinbase. This is the only ONE time ever I initiated a Send transaction and Coinbase system failed to check that the site I was sending was a bad site and should have been in their blacklist. It seems after many customers fell victim should have easily identified and blocked these transactions. Instead, Coinbase decided any weeks later shut down accounts of good and well KYC customers. They forced good customers like me, that they did not protect, to have to extract our balance into other digital wallets. Since I did ONE send transaction their risk and compliance engine should have detected that the receiving site was malicious. They are severely failing in basic risk and compliance verification and rather hurting their well kyc customers.
Company Response: Closed with explanation
2018-05-18
Foothill Ranch, CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have opened an account with Coinbase more than 3 months ago and deposit a large sum to purchase crypto currency. They locked my acccount for more than 3 months now. I have no access to my account and dont know what is going on with my balance when I called customer service at coinbase they were helpless. They responded by oh sorry but we have our specialist working on the case and we could not tell you how long it would take? I am worry about my money and dont know what they do with it. Please investigate this matter case # XXXX
Company Response: Closed with explanation
2018-05-18
Nyc, NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: The login process at Coinbase requires 2-step authentication. Unfortunately, I do not have my old phone number ( required to recover the account information ) any longer. The following step would be for me to verify my ID, which would enable me to recover access to my account ( that has {$7600.00} ).
This all took place in XX/XX/XXXX. Since then I have talked to representatives from Coinbase that would work with me to verify my ID and recover my account, however I have been with no response since XX/XX/XXXX.
Between XX/XX/XXXX and XX/XX/XXXX, I have called Coinbase 's customer support 3 times, and every time they have promised a response in 24 hours - which failed to happen every single instance.
Company Response: Closed with explanation
2018-05-17
Houston, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: The company states 4-5 business days and 7-10 business days ( depending on working holidays ) for transactions to complete. They state this time frame is due to the bank, not them personally. I purchased onXX/XX/XXXX. It almost immediately showed up as a pending transactions. It completed posting on the XX/XX/XXXX.
At the latest, my funds should have been available on the XX/XX/XXXX. To this day, the digital currency is still being held and I'm unable to access or transfer it.
I've reached out to the company 's email and phone. They claim a " specialist '' will contact me but never do and there is absolutely no timeline for when they will. It seems like they're mocking the fact they are holding my funds for no reason and there's nothing I can do about it. It's unbelievable.
I've completed all forms of verification, including sending the front and back of my ID. I completed the instant bank verification. I even completed a smaller transaction during this waiting timeframe and it's cleared just fine. They completely refuse to help. Can you assist me please?
Company Response: Closed with explanation
2018-05-16
Framingham, MA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-05-16
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: XX/XX/XXXX I was moving coins between my XXXX and Coinbase account to transfer them out until I got an error and was logged out of the system. Trying to log back into XXXX it again gave me an error but this time showed a splash that I should contact support. I called the support line and case # XXXX was put in for me about my issue, XX/XX/XXXXI received a reply saying that " A manual review has determined that you are not eligible to use the Coinbase platform to purchase digital currency. Were sorry for any inconvenience that this may cause. We regret that we are not able to supply you with any additional information. Please note that we have not blocked access to any balance currently in your Coinbase account. While we can no longer process buy orders via our banking relationship, you may withdraw these funds at any time. Again, I apologize for any inconvenience this has caused you. ".
After reading this I assumed that I could log into XXXX to retrieve my coins, I saw the same error and splash saying I should contact support. I contacted specifically XXXX support this time due to me not knowing at the time that support for Coinbase and XXXX were the same. Given the case # XXXX, I received 2 responses that next day the XXXX. One from Coinbase support saying that my banking limit had been increased to {$10000.00} and one from XXXX support saying that they have received my request in reference to case # XXXX.
My next attempts to get access to my XXXX account was just me calling support, being told that " my case is getting escalated to a higher level '', and that " they're waiting on a response from the specialist ''. The last time I contacted XXXX/Coinbase support about this issue was XX/XX/XXXX. Until today XX/XX/XXXX where I wanted to verify that nothing has changed, the support on the phone gave me the same spiel as I had been previously getting.
Company Response: Closed with explanation
2018-05-16
Santa Monica, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-05-15
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: My account was disabled/locked on Coinbase.
I did a couple of transactions in the past and everything was fine.
The problem I had today ( XXXX of XX/XX/XXXX) was the first time I was facing a account block.
I bought approx 1.16 ETH ( round about 750 EUR ) After that the ETH was added to my Coinbase wallet. So far so good.
After that I have tried to transfer my 1.16 ETH to my ETH wallet adress ( external Wallet ) and I did the withdrawl on Coinbase.
After that I got an Email which says that the transfer is delayed and will take 72 hours. After that I have used the Coinbase option to accelarate the transfer by uploading my ID, Passport and a selfie of me. And thats what I did exactly.
After that my account was disabled.
No response from Coinbase at all. On the phone they told me that they dont know why my account was disabled ... But I got an case number -> # XXXXXXXX XXXX XXXX
Company Response: Closed with explanation
2018-05-15
Soquel, 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
2018-05-15
Houston, TX
Managing an account
Checking or savings account: Other banking product or service
Problem making or receiving payments
Complaint: I'm trying to link my account with coinbase.com a cryptocurrency account But it saying.. I am blocked.
Please assist
Company Response: Closed with explanation
2018-05-15
TN
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have a significant amount of cryptocurrency with Coinbase. They have wallets and a " vault '' which was recommended to me by Coinbase to put my funds in so that they were safer. I have been trying to pull the funds from my vault into my Bitcoin wallet for 5 months. I have an exhaustive compilation of emails and phone records involving over 20 emails and over a dozenlong phone calls. Their system does not work, and when you call support they claim the phone support people can not resolve it and it needs to be given to a " specialist '' who does not have a phone. Convenient. I have been told more times than is fathomable on the phone and via email since XX/XX/XXXX that my case was being " escalated to a specialist, and they would rectify the problem and release my funds ''. Nothing. Not a single email or resolving my problem. This is criminal negligence.
My name is XXXX XXXX and my Coinbase account can be provided upon request but I do not wish for it to be published.
Company Response: Closed with explanation
2018-05-15
Delray Beach, FL
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-05-15
MN
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On the XX/XX/XXXX, I attempted to make a purchase of XXXX USD of Ethereum on Coinbase. Coinbase rejected my purchase ( directly linked to my XXXX XXXX account ) due to " insufficient funds '' in my account. First, I did not have insufficient funds, but secondly, and MOST importantly, the XXXX USD was still withdrawn from my account by Coinbase in a wire transfer. I never received the Ethereum.
Two days later, I called Coinbase and was immediately informed that this was a " glitch '' in their system. The customer service representative kindly informed me that Coinbase would wire me the full amount in 3-5 business days. After 6 business days, I called another representative, who informed me that because of issues with banks, the transfer will actually require 10 days. After day 11, I called again, and was informed that nothing has happened, but that " a case specialist '' is working on my case.
I called back a day or two later, and they asked me for pictures proving that the money was actually withdrawn. After rendering the pictures, I was informed that I would be receiving the money very shortly. I called back a day later, and they informed me that after sending my pictures, the company had " escalated '' my case, but due to large volume of " new users, '' it might take some time.
I finally called back on the XX/XX/XXXX, inquiring about my case. The customer service rep informed that there were no new notes, and that actually, a case gets " escalated '' the second that a rep and customer file it in the system. This is problematic, because it means that by submitting pictures of my account, nothing new actually happened, and it appears that I'm no closer to a resolution and a return of my XXXX XXXX.
As of now, Coinbase has {$1000.00} of my money, without justification or purchase on my end.
Company Response: Closed with explanation
2018-05-15
Scottsdale, AZ
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase was a company I used to buy crypto currencys. They charged my account for crypto I didnt receive so I did a chargeback on my bank account. Ever sense then my account has been locked up and that was back in XXXX or XXXX of 2017. Ive called many many times but they just keep saying my account is being looked at. I have money sitting in my account that I turned into actual dollars not crypto currency. But because of my account being locked up theyre just holding my money illegally for months now. I want it back and they arent doing anything to make that happen.
Company Response: Closed with explanation
2018-05-14
Jackson, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-05-11
RI
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: On the XX/XX/2018 I withdrew XXXX from a company called Coinbase. I was promised the funds in 2-5 working days. After a week I contacted them and they had said the transfer was complete and it was my banks fault. After many calls to my bank I found out that Coinbase used XXXX as a middle bank to transfer it to mine and they forgot to tell XXXX where the money was going. After numerous emails to their support team Coinbase have left me in the dark.
Company Response: Closed with explanation