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 16
2018-04-30
Newark, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-30
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase/XXXX is the same company, I will be referring to them both by using Coinbase.
I am a customer of Coinbase. On the XXXX, I made a transfer in cryptocurrency from an external company ( XXXX ). The amount transacted was XXXX Litecoins ( worth roughly {$1300.00} at the time ). I sent Litecoin ( a form of cryptocurrency ) to XXXX, to an address that I was supplied for funding my account, and they failed to update my account to indicate the receipt of that transaction.
While I did make the mistake of using the Bitcoin deposit address instead of the Litecoin deposit address, a small mistake like that should not release Coinbase from their obligation to their customer.
The issue here lies with the fact that for some reason the address that was supplied by Coinbase works for both Bitcoin and Litecoin, the odds of which happening are very low. In this case Coinbase is the owner of both wallets so they have full capability to correct this matter.
The transaction may be seen here : XXXX XXXX XXXXXXXX The details for the transaction ID may be seen here : XXXX XXXX XXXX XXXXXXXX The correct transaction is on line 7 : " 7 : Not yet redeemed - XXXX - XXXX LTC '' You can see that the account was credited the amount in question on the XXXX and there are no outputs, so the money is stuck on an account that Coinbase owns.
It can also be verified via my Binance and Coinbase accounts. Funds were sent and never received.
I contacted Coinbase immediately on the XXXX. I received an automated response on the same day which provided me with no assistance. I escalated the matter further and received a response on the XXXX that they can't do anything about this. This is unacceptable as from a technical standpoint they as a company are the only entity able to correct this issue.
I demand that they rectify this issue and transfer the amount I sent to them ( XXXX Litecoins ) to my Coinbase account.
Company Response: Closed with explanation
2018-04-30
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I decided that I no longer want to use Coinbase cryptocurrency wallet, so I closed/deleted an account ( with XXXX funds on it ). On XX/XX/XXXX I was trying to sent my Ethereum from 3rd party website to my currently used wallet, but I accidentaly sent it to a address associated with deleted Coinbase account. I imediately contacted Coinbase support via e-mail and also made a post on XXXX ( XXXXXXXX XXXX XXXX ). From Coinbase support I got an irrelevant ( probably automated ) reply that all transactions all irreversible. I also got contacted from one of the Coinbase XXXX moderators via the support ticket. She told me that my transaction was found in system and I should recreate my account so they can assigin my transaction to it. So I did that, replied and from that point I'm only waiting. It will be more than month now and I still didn't recived any reponse from them. Also, few days ago, I opened another support ticket, where I asked if they could finally look onto my problem. I will attach copy of both e-mails in .pdf file.
Company Response: Closed with explanation
2018-04-30
San Antonio, TX
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-30
Murray, UT
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX, someone pretending to be me went into a XXXX store in Pennsylvania. They had an ID card with my name on it which XXXX used to identify their customer. XXXX then swapped my phone number to an XXXX the thief in the store presented them.
Once this person had my phone number, and was receiving my text messages, they reset the password on my e-mail account, then used the access to my e-mail account, and one-time-text pin from CoinBase to access my virtual wallets.
Fortunately for me, my e-mail client was still receiving messages from Coinbase. I was able to click the " If you didn't request a password reset, click here '' button. Following that I was able to reach coinbase support person " XXXX '' on XXXX and she was able to lock my coinbase account.
Coinbase was able to restrcit my account before the thief was able to transfer funds. They requested that I open a new account with a secure e-mail address. I did this, uploaded proof of identification, etc ... and CoinBase responded that they would move my funds to this new account. This was again confirmed via chat with XXXX on XX/XX/XXXX.
on XX/XX/XXXX I followed up with coinbase again. They advised me that my account was with their escalations team and it could take 45 days to be reviewed.
on XX/XX/XXXX I received a canned e-mail message from Coinbase asking me to go throught he same steps I had on XX/XX/XXXX when my account was initially compromised.
on XX/XX/XXXX I called again and was advised that there is nothing else I can do to escalate this. The phone operator " XXXX '' was unable to give me any further escalation points, contact information, or timeline on when I could expect information about the case.
on XX/XX/XXXX I followed up again with Coinbase via their online ticket submission portal.
It's now been 13 weeks since the account was attacked. Coinbase refuses to give me contact information for a person assigned to the case, they refuse to give me a timeline for resolution, they refuse to give me any expectations for when or how I will be contacted for resolving the issue. I have no other recourse to turn to resolve this via the company directly.
Company Response: Closed with explanation
2018-04-29
NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase ( Coinbase.com ) has verified my identification via my photo-id and everything. I have some of my money stuck in my account because I am not able to withdraw using my bank. They required additional information like my SSN and address which I attempted to complete for the longest time. I emailed them ( over the course of 3 months ) because there are technical difficulties when submitting my information ( they use a 3rd party system to verify IDs ). Their system keeps saying they couldnt locate my id. I just want to take my money out of my account because i literally cant buy or sell on coinbase anymore because of their flawed 3rd party.
Company Response: Closed with explanation
2018-04-27
Fort Worth, TX
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: i have an account with COINBASE so i was trying to get refunded thru bit connect with customer support and what they did to make it easier THE process they guided me on a share screen and needed my wallet address TO REFUND they made me send like $ XXXXto XXXX next thing it happened they empty my XXXX account from COINBASE for about XXXX XXXX coins value at over {$34000.00} on XX/XX/2018 called 10 minutes after it happened to coinbase and they gave me case number XXXX and they locked my account right away and said a specialist would take over i only have a confirming email stating that somebody will get in touch soon i called again on XX/XX/XXXX and they say they got no response and was never seen by level 2 specialist and They were gon na put a higher priority so it can be contacted and no time frame at all being that i called after 10 minutes and when i tried cancelling online i wouldn't have an option to cancel luckily found the XXXX number thats when i called so I'm really desperate for help looking at previous reviews they said it could take months to get it resolved so just trying to get ahead and see i was hoping transaction will be cancelled since large amounts it could take time to be released so 10 minutes should've been more than enough I'm waiting for my account to be reopened with all my funds included if you can intermediate so get this issue resolved it will be greatly appreciated and if you have any suggestions on how to handle this org if i need to report to police authorities
Company Response: Closed with explanation
2018-04-26
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On the XX/XX/XXXX I had the following coins transferred to my Coinbase wallets. I have put links to the coinbase wallet addresses for my account and blockchain info.
Bitcoin XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Looking at my wallets XXXX XXXX XXXXXXXX There is nothing there for the transfer for any of the coins. Not even pending. If you look at the blockchains above you can see the coins went to my addresses and immediately left somewhere. However the amounts never went to my wallets. I opened a case for this on the XX/XX/XXXX and still haven't had a meaningful reply from coinbase
Company Response: Closed with explanation
2018-04-26
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-26
Aurora, IL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-26
TN
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XX/XX/XXXX I bought XXXX LTC off of Coinbase which equaled {$440.00} USD, on XX/XX/XXXX I received an email saying that my transaction was canceled and if charged ( which I was ) the money would be redeposited into my bank account within 3-4 business days. It is now XX/XX/XXXX and nothing has happened, I tried to email Coinbase multiple times and never heard anything back from them other than what seemed to be an automatic response saying that I would hear back from them soon, which I have yet to.
Company Response: Closed with explanation
2018-04-25
Berthoud, CO
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have two accounts with Coinbase.com and have contributed about {$30000.00} to my account. Coinbase isn't allowing me to withdraw my holdings out of my accounts and is showing less money in my account than I contributed. I have reached out to them numerous times over the past 10 days and haven't gotten any resolution. i don't know what to do. I need my money immediately for a home purchase.
Company Response: Closed with explanation
2018-04-25
Foothill Ranch, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Coinbase.com is not allowing me to withdraw my money. I have verified my identity with drivers license and selfie photo. I then have attempted for over 30 days to complete a questionairre verification. When I complete it accurately it says it could not locate my id. Does not make sense. I want to withdraw my {$4100.00} and have it deposited in my bank account from which it came.
They said my ticket has reached critical status over two weeks ago and that someone will email me. No one has reached out to me after 30 calls and 30 emails to their office.
Company Response: Closed with explanation
2018-04-25
Long Island City, NY
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been locked out of my GDAX Account ( Coinbase 's trading subsidiary ) for approximately 1.5 months. As many of my virtual currency transactions have occurred on GDAX, I have been unable to file my taxes, as Coinbase has consistently failed to restore access to my account, or to provide me with the transaction records that would enable me to file my taxes.
On XX/XX/XXXX, I filed a support request with Coinbase ; their response indicated that I should receive resolution within 1 week. Since XX/XX/XXXX I have called twice per week, with no response, other than an email saying my case had been " escalated. '' My taxes are now overdue. All I am requesting is access to my account in order to file taxes.
Many thanks.
Company Response: Closed with explanation
2018-04-25
Arvada, CO
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been a customer of coinbase for more than 4 years. Trading on my account has been disabled for nearly a month and Coinbase refuses to provide me with a reasonable response or any instructions on what I can do to resolve the issue -- -all of their responses are simply that they will talk to a specialist and get back to me. I had about {$130000.00} in USD in their service at the time and wanted to buy Bitcoin at the price of {$6700.00} on XX/XX/XXXX but my account was disabled and I was unable to buy. It has remained disabled since then, costing me more opportunities to purchase bitcoin at low prices, and now that Bitcoin has risen to over {$9500.00}, their negligence has cost me a great deal of money.
On XX/XX/XXXX they contacted me to inform me of strange account activity. I am a US citizen but I live in XXXX part of the year and work remotely for clients in the US. Thus I log in to the service from both countries, which was marked as suspicious in my account.
I didn't see the email, as I was on vacation. On XX/XX/XXXX, they sent an email to inform me that my account would be disabled since I had not responded and they were awaiting my response. 3 days later, on XX/XX/XXXX, I responded with all of the details I requested. They said they would confer with a specialist ; my account remained disabled.
I have contacted them numerous times on the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and they finally responded saying that they are investigating the issue. I have heard nothing since then even though I have contacted them a number of times since.
To make matters worse, they only allow withdrawals in the amount of XXXX USD per day, so I haven't been able to move all of my funds -- -so far I have only withdrawn XXXX USD. I would have transferred all of the funds to another service had they allowed me to. I requested an increase of the withdrawal limit in early XX/XX/XXXXbut they refused the increase. They have given me no recourse.
I have attached my conversations with Coinbase as a PDF document for your review.
Company Response: Closed with explanation
2018-04-25
Missouri City, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-24
Lake Hiawatha, NJ
Unexpected or other fees
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-04-24
Glendale, CO
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XX/XX/XXXX and XX/XX/XXXX I bought {$700.00} of Bitcoin using the coinbase app. A {$100.00} and a {$600.00} transaction.
They double charged my checking account resulting in a {$1400.00} charge. When their customer service finally responded to me they told me to file a dispute with my bank. I did. My bank gave me the {$700.00} back, leaving me with my initial {$700.00} still left in Bitcoin. Everything was well.
On XX/XX/XXXX and XX/XX/XXXX, coinbase took {$700.00} worth of Bitcoin from my account and sent it to themselves.
I have been trying to reach them ever since so that I could get my money back. The remainder of my initial investment is still in Bitcoin and I would like to withdraw now. One issue is that {$700.00} they took is now worth over {$1000.00}. They took XXXX worth of Bitcoin from me for no reason and I need that money back.
Company Response: Closed with explanation
2018-04-23
Liverpool, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: This is the second complaint I've had to file against Coinbase as their low level support personnel continue to mishandle and ignore my case. Recap : On XX/XX/XXXX, a fork of Bitcoin called XXXX XXXX ( XXXX ) occurred. Coinbase promised their customers that anyone storing Bitcoin on Coinbase on XX/XX/XXXX would receive the equivalent number of XXXX XXXX when they rolled it out in XX/XX/XXXX. I held XXXX Bitcoin in a custom vault called XXXX on XX/XX/XXXX1. But Coinbase has still not credited my account as promised. They immediately closed my original support ticket with a generic response that had nothing to do with my case. I only got a response to my second support ticket ( Case # XXXX ) after I filed a complaint with CFPB. That response, shockingly, was that XXXX XXXX was not a supported currency on Coinbase! After I insisted it was, the Coinbase rep XXXX responded that they are working on XXXX XXXX XXXX and that I should wait. So I waited. A few weeks later, XXXX said that my XXXX was ready to be withdrawn from my XXXX XXXX XXXX. I logged into Coinbase, but there was no XXXX balance. I told XXXX this. I explained to her what I thought the problem may be : that the XXXX XXXX that held my Bitcoin on XX/XX/XXXX ( called XXXX ) no longer exists. After the fork, I had moved my XXXX into my regular Coinbase XXXX wallet, and from there, to a desktop wallet. Then I deleted XXXX. I speculated that the XXXX that is owed to me is tied to XXXX and since that vault was deleted after the fork, my XXXX XXXX had nowhere to go. So I explained all this to XXXX, and she responded with " Im working with a specialist to review and finalize your balance transfer. We will follow-up as soon as the transfer is complete. '' So I waited. Then, on XX/XX/XXXX, I got a shocking reply from a different Coinbase rep : they sent me instructions on how to re-link my email address to my Coinbase account. What?! I'm not having an issue with my email!! After explaining my issue in great detail, they have once again bungled my case, and they are no longer responding to my queries. I have not heard anything else from them. This situation has become beyond unprofessional, it is ludicrous. Today, on XX/XX/XXXX, the XXXX owed to me by Coinbase is worth {$5600.00}, no small sum. If this is not rectified immediately I will be initiating litigation.
Company Response: Closed with explanation
2018-04-23
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-22
IL
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: My account was locked on coinbase and I have called multiple times about getting it unlocked with little to no effort to the company to unlock so I can take my funds off the website
Company Response: Closed with explanation
2018-04-22
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2018-04-21
Jersey City, NJ
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Started by calling COINBASE, a currency trading company located in California, seeking help to download their app, since all the codes sent to me by them failed to download the app. XXXX XXXX, supposedly a company representative answered the call & offered to guide me step by step to download the app & be able to trade when I want to. When I noticed that my account balance dropped markedly, I went through all the transactions to find out Coinbase company had withdrew significant amount of money totaling {$70000.00} within less than a month without my authorization or consent. XXXX XXXX claimed that was illegally done by a former employer that was fired, but then he claimed that it was a computer glitch, but he promised that all my money will be refunded back to my account. Coinbase refunded {$6500.00} & XXXX to my account but no more. A balance of {$53000.00} is remaining to be refunded. When I failed to reach XXXX, XXXX again, I called Coinbase tool free, they indicated that the account is on hold & being investigated by security dept, but they offered no further details. ( Any transaction with Coinbase, needs to be done from their app on my own PC or my phone. Until now this app is not installed on either one. ). In short, I never placed any order, authorized any fund withdrawal or placed any order.
PLEASE REFER FOR MORE DETAILS IN THE ATTACHMENT
Company Response: Closed with explanation
2018-04-20
Agua Dulce, TX
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I have had my account frozen for a week. I am unable to withdraw, send, or exchange currencies on coinbase.
I have emailed and called the company several times including the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,. Several emails and phone calls. The response it always your case has been escalated but the account remains frozen.
They have over 10k dollars of my currency frozen on their site.
We have made several plans to settle the balance and unfreeze the account. I need to access my funds.
Company Response: Closed with explanation
2018-04-20
VA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: i made a purchased of XXXX $ bitcoin from coinbase since XXXX of this month and after 6th days they canceled my order and they told me i will receive my money back within 3-4days but it's more than 8 days now i haven't receive the money back ...
Coinbase Your purchase for {$900.00} USD of BTC has started We expect your purchase to be completed by XX/XX/2018. We will send you another confirmation when your purchase is completed.
We're unable to cancel started orders.
Read more about why here.
Reference code XXXX Payment method XXXX XXXX XXXX - XXXX ... XXXX Start date XX/XX/2018 Estimated payout XX/XX/2018 Amount XXXX BTC Exchange rate @ {$6600.00} / BTC Subtotal {$890.00} Coinbase Fee {$8.00} Payment Method Fee {$0.00} Total {$900.00}
Company Response: Closed with explanation