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 17
2018-04-20
Helena, MT
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-20
Blue River, CO
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-18
Oxford, GA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I need CoinBase/XXXX to stop holding my money XXXX.
They won't even let me LOG IN to see what happened to my balance.
No one is giving me real answers and they *refuse* to give me any information about the status of my account.
Company Response: Closed with explanation
2018-04-18
Foothill Ranch, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Transferred {$5000.00} to my coinbase account. They refuse me access to my account and refuse to allow any communication to someone in charge. Lower level employees tell me my issue has been escalated to the next level and resolution is coming. It has been over 6 weeks now and I am still unable to get answers as to where my funds are. I am still unable to communicate with anyone having knowledge of the issue or how to resolve it. Coinbase 's actions is simply stealing money from its customers. In the meantime the market has been extremely volatile and I have been losing value on my account.I have absolutely no control of my account and I am unable to withdraw the funds.
Company Response: Closed with explanation
2018-04-18
Country Park Acres, NC
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: I made a deposit to Coinbase wanting to exchange USD to buy Litecoins ( LTC ) using my XXXX credit card {$50.00} which is issued by XXXX XXXX XXXX XXXX XXXX XXXX. I later transferred {$500.00} from XXXX to Coinbase. Both were lengthy processes taking over a week or two because to set up ACH transfer you need to respond back and forth with a security code and set up amounts to prove and security the accounts back in XX/XX/XXXX. I did this verification and finally in XX/XX/XXXX I observed the transaction on my Coinbase account as XX/XX/XXXX & XX/XX/XXXX, and from electronic statements from XXXX. My problem is Coinbase double billed both amounts, the {$50.00}, {$500.00}, and a {$10.00} fee. I called XXXX about this and they said it was all requested from Coinbase. I call Coinbase and they say it was a glitch on XXXX / XXXX end. There's a ton of complaints on the internet about Coinbase double billing clients. I call Coinbase XXXX and corresponded with Coinbase via XXXX. Wrote them : Coinbase, Inc., XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. They say they have it as top priority to refund my money, but it doesn't happen. I have made multiple attempts, even provided copies of my XXXX statements. Nothing happens. They say it takes time because they can't correct quickly because of security and all transactions must be slowly & carefully handled. This is nearly 3 months. I will try to attach images of my XXXX statements. When you contact Coinbase they will ask you for my full name : and email address. Their transaction account information is on the XXXX statements. They have a file under my account about this matter, because I request, and they acknowledge each time I talk to them on the phone. Actually they say you are only supposed to use the phone only if your account has been hacked or breached and use the Coinbase email support on all other matters, but they never reply, just a robot acknowledgement. Thank you for helping me. I got your contact information by reviewing Coinbase complaints on the internet. Sincerely, XXXX XXXX
Company Response: Closed with explanation
2018-04-17
Canal Street, NY
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-17
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-16
Albany, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have an account on Coinbase ( cryptocurrency ). I have made prior purchases/transactions for bitcoin and ethereum with Coinbase. I have already sold one of my bitcoins however a 2nd bitcoin I purchased in XX/XX/XXXX is not available for my use/sale at this time. I had received an update this past year regarding concerns of identify/online thefts of cryptocurrency and I moved my 2nd bitcoin into a vault that required 2 factor email verification. Unfortunately I left the job that the 2nd email was associated with later this past year and no longer have access to that email account. I have emailed Coinbase since XX/XX/XXXX multiple times including this past month on XX/XX/XXXXrequesting they move my remaining XXXX bitcoin from my vault to my wallet. They assured me they have the capability to move my cryptocurrency from my vault to my wallet and have emailed me multiples times stating my request has been escalated to their specialists/tech department however its now been almost 4+ months without resolution and my XXXX bitcoin is still in my vault without access. I have requested multiple times by email that they move the remaining cryptocurrency to my wallet without response and they are no longer answering my follow-up emails ( last one dated XX/XX/XXXX ).
Company Response: Closed with explanation
2018-04-16
Simi Valley, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I opened a trouble ticket via email, as they will not handle these kind of issues over the phone. I have no access to my XXXX account where my funds are being held. I can not buy or sell with my coinbase account at all even after it had been verified and used the funding sources for over 90 days. I have called multiple times and emailed countless times and have not gotten a response. Seeing as how they are the only ones with access to my funds, this can't be legal. If a brick and mortar bank were to not give someone their funds the government would take care of it, but since I am an e-customer they don't have the sense of urgency they should.
Company Response: Closed with explanation
2018-04-15
Houston, TX
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I first contacted Coinbase/XXXX, which are two affiliated exchanges, on XX/XX/XXXX to ask that they provide access to my XXXX account. Among other reasons, I need access to my XXXX account to obtain my virtual currency transaction history that is necessary to complete my tax return. After numerous emails and phone calls with Coinbase/XXXX throughout XX/XX/XXXX and XX/XX/XXXX ( emails attached ), they have still failed to resolve this issue and still have not restored account access. Instead, they have sent me multiple irrelevant boilerplate emails regarding declining to give tax advice ( which I never asked for and has nothing to do with my issue ). At one point, they informed me in anXX/XX/XXXX phone call that they had wrongly cancelled my support request without informing me and for no given reason. They have also stated by phone that their phone support staff are unwilling to communicate with the technical staff members who can fix this issue.
I have informed Coinbase/XXXX multiple times in my emails and by phone that restoring account access was time sensitive so that I could complete my tax return. Despite this and despite the numerous communications I have had with them, they took no steps to resolve this issue and I have been forced to file a tax extension with the IRS. Because this issue is still unresolved, I may be unable to file a complete and accurate tax return even after this extension due to Coinbase/XXXX 's actions. I believe that Coinbase/XXXX 's actions constitute obstruction of tax compliance, a federal crime, and their actions are putting me at risk of facing tax penalties or other IRS action that is solely because of Coinbase/XXXX 's knowing failure to address this issue. I am requesting assistance dealing with Coinbase/XXXX so that they will resolve this issue immediately and restore access to my account so that I can obtain this transaction information necessary to meet tax requirements.
Company Response: Closed with explanation
2018-04-14
Greenwood, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Dear CFPB Representative, On XX/XX/XXXX I initiated a transfer to my XXXX trading accountoperated and serviced by Coinbase , Inc, in the amount of {$2000.00} There was a disclaimer that the transfer could take up to 5 business days. On XX/XX/XXXX It was confirmed that my deposit was available. I tried to access my account for three weeks with an error upon login that finally turned to " You account has been temporarily suspended ''. I contacted Coinbase for the first time on XX/XX/XXXX ( Case # XXXX ) when my account still did not allow me access. I finally got a response onXX/XX/XXXXwith an email stating " Due to increased volume it may take several days to receive a response. '' I questioned the timeline of when my account would be reviewed and a decision granted and was told " these reviews are typically completed within 4-5 business days ''.
After being ignored I contacted coinbase again of XX/XX/XXXX and was told by the rep that " Ive just checked your account and can confirm that your request has been properly escalated. '' I emailed again on XX/XX/XXXX, with the same response. I called the company directly with a 2 hour hold and the rep told me " If I told you an estimated time when your account would be reinstated then I would be lying '' I decided to wait a few more weeks. OnXX/XX/XXXX I need the funds for an emergency and contacted them that I will file a CFPB report if I my funds were not transferred back, and that I don't even want to patronize their platform any longer. I opened a new case as well ( Case # XXXX ) and revised the exact same response " Ive just checked your account and can confirm that your request has been properly escalated. ''
Company Response: Closed with explanation
2018-04-14
Douglas, MI
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase somehow lost my money and locked my acct Then my acct that have been linked were unauthorized charges and money in my Coinbase acts started being sent out with out my approval Then locking my acct and charging me fees and not getting back to me or letting me withdraw my money
Company Response: Closed with explanation
2018-04-13
Oxford, GA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX my Coinbase account was hacked and I believe {$7600.00} in US currency was sent from my account. This was in the form of litecoin and bitcoin. When I filed the police report the value at the time of the bitcoin and litecoin was approxiately {$9000.00}. I have attached a copy of the police report below. Coinbase has insurance but their insurance will not cover the loss due to the hackers getting through my password and 2-factor authentication. I have other insurance but have been unable to get much help from Coinbase. The additional insurance I have is through XXXX XXXX XXXX contracts with another company XXXX. XXXX is the one requesting the additional letter. I have spent numerous hours with coinbase over the past 4 months to try and get the appropriate documentation. During that time I have been able to get 2 emails that were not very official looking and did not contain the information that I was requesting. I have sent this information already to Coinbase but I will paste it here again. What I need is a letter stating what is pasted next.
For Stolen Funds Loss reimbursement, the Subscriber must authorize the financial institution to provide certified documentation directly to us, signed by an authorized financial institution representative. This documentation must indicate that funds were fraudulently removed, the amount of the Loss, the type of the Loss suffered, and confirmation that funds are non- recoverable from the financial institution.
Coinbase has made money from myself using this service and they also made money from the hackers sending out the money. I have tried to write to them to state that they should not have their accounts set up so that money can be sent to a remote location or at the very least put a three day hold on such a thing. This would stop something like this from happening. I feel the least they can do is write me a letter so that I can then try and deal with the insurance company.
The contact information I have at XXXX is XXXX XXXX Property Claim Director XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX USA Direct : XXXX Mobile : XXXX Email : XXXX XXXX and XXXX XXXX Senior Claims Adjuster, Claims and Risk Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX USA Direct : XXXX Toll Free : XXXX Email : XXXX XXXX
Company Response: Closed with explanation
2018-04-13
NV
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-13
Colfax, IN
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: A friend owed me money and wanted to pay me in Bitcoin. I accepted a created a Coinbase account to receive the Bitcoin. I created this account, received the Bitcoin, and made a bank account so I could attempt to withdraw the Bitcoin. They are holding my Bitcoin hostage until I am XXXX. Custom Service claims when I was signing up I was warned I had to be XXXX but I recall no such warning, and they let me sign up with the birthday XX/XX/XXXX. This birthdate would make me XXXX. I have {$230.00} in this account and by the time I turn XXXX in a year and a half it could be {$0.00}.
Company Response: Closed with explanation
2018-04-13
Napa, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-13
Discovery Bay, CA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have an account with Coinbase that was started with an email that I no longer have access to. This prevents me from having access to the account. I Called Coinbase support and had my ID verified with respect to this account. They told me they could retrieve it for me. I also have another account with coinbase with an email that I still do have access to, which would make this relatively easy. I was given a case number, # XXXX. However, this was more than 7 days ago, and there has been no follow up and when I call Support again they say there is no timeline to get back to me. So my complaint is I would like to be informed of a timeline to sole the issue.
Company Response: Closed with explanation
2018-04-12
Austin, TX
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: From XX/XX/XXXX to XX/XX/XXXX, both my checking and savings accounts got unauthorized transactions over 9000 USD in total to an unknown person through coinbase.com platform, which is a website managed by coinbase, inc.. I never had any accounts with coinbase.com, never provided my account numbers and never approved such transactions.
Company Response: Closed with explanation
2018-04-12
Shulerville, SC
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: In XX/XX/XXXX I had several fraudulent transactions from coinbase taken from my checking account which coinbase blamed XXXX and XXXX said it was coinbase. They were eventually reversed. OnXX/XX/XXXX I tried to buy bitcoin with my debit card and it kept saying charge denied so I left coinbase and went on XXXX to purchase without problems. Never tried anymore that day to purchase on coinbase. On XX/XX/XXXXI had a {$200.00} charge again on my checking. I thought it was fraud because the transactions kept saying denied so I disputed as I could not get coinbase to answer the phone or my emails. On XX/XX/XXXX I logged into coinbase and it said my account can not buy or sell bitcoin. I emailed right away and was told they would have a resolution in 5 days. Never ever got a response after an additional 5 emails. So let me get this straight, coinbase does fraud on millions of accounts and then after I dispute an unknown charge and my account is closed?? I want my account fixed as I have not done anything wrong. I also XXXX and hundreds of complaints on XXXX concerning coinbase. They need to get there act together and stop treating their customers like trash.
Company Response: Closed with explanation
2018-04-11
Ft Wayne, IN
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I purchased XXXX LTC/BTC coins on Coinbase then approx. a week later they disappeared from my wallet.I called coinbase, they sent an email asking for screenshots.I sent them right away then heard nothing.A couple of weeks later I emailed them again.They asked for the same screenshots which were sent within minutes.I waited a couple of weeks and received no response.I emailed coinbase again and called each time they ask for the same information.
Company Response: Closed with explanation
2018-04-11
Houston, TX
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-11
CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I've been having issues contact Coinbase.com and XXXX concerning a lockout to my account. For the past two and a half months I've been having seeing " An error occurred. Please contact XXXX support '' when trying to access my funds. I currently have around 14k in total cryptocurrency values that aren't accessible at that the moment. I have repeatedly emailed them and see this response multiple times : " Hi again, Ive just checked your account and can confirm that your request has been properly escalated.
For fastest response, please do not create multiple tickets about your issue.
Once your request is cleared, well be sure to follow up.
Thanks so much for your patience and for working with us on this.
Hi there, Thank you for contacting Coinbase!
Thank you for patronizing Coinbase.
Warm Regards, *XXXX* '' If I could somehow have access to my account that would be great.
Company Response: Closed with explanation
2018-04-11
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Hi, 2 weeks ago I linked an account in order to make deposit on Coinbase. So I just sent XXXX euros and the day after my account was linked and the XXXX euros were on the account.
The XX/XX/XXXX I did a XXXX euros deposit through the internet site of my bank ( who has coinfirmed that the money went through ) to coinbase account, but instead of doing it from the linked account I did a mistake and sent it from another one ( Which is also at my name ). I used the same code as the linked account to put as an information for the deposit.
On their internet site they say that in such case the money would be refunded under 10 days. So far it has not been refunded. And since the XX/XX/XXXX, I am sending requests through their website, and I have got no answer.
I thought I could try to link the account afterward but as the BIC ( Bank identifier Code ) number is identitical from the other one ( of course it is the same bank ), it won't let me do it, there is an error message.
AS I thought I just had to wait for a refund and I'd get soon a reply to my request, I then sent again XXXX euros from the linked account the XX/XX/XXXX. Coinbase say on their internet site that for SEPA transfer from XXXX it takes 2 to 3 business days. But so far nothing. The worst is, as already said, you have absolutely no one from their customer service to reassure you and answer your requests in an normal delay, which should be the mnimum with this kind of money service. I am let totally in the dark.
I am a XXXX citizen but as the customer service is only based in the US I have no other way than making a request through CFPB.
Could you help me?
Thanks
Company Response: Closed with explanation
2018-04-11
Scottsdale, AZ
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-04-11
Saint Augusta, MN
Unexpected or other fees
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation