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 18
2018-04-10
Houston, TX
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-10
Itasca, IL
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase did not send me all my money off my XXXX account, before restricting my access to XXXX. They have sent some funds to me, the funds they took from my coinbase account, but not everything. They didnt send all the money I originally had on my XXXX. I have asked for the rest of my coins back, BTC and ETH with no luck.
I have documentation to prove it attached.
Highlighted photos point out 2 things.
1 ) I have a remaining BTC balance they never sent to my coinbase account, so its stuck in limbo on XXXX right now because I dont have access to XXXX.
2 ) They took XXXX ETH
Company Response: Closed with explanation
2018-04-09
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-09
Mountain View, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-09
FL
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I sent {$3500.00} from Coinbase a US based bitcoin exchange in XXXX XXXX to a XXXX account the was closed down accidentally. The money was then sent to a email account were I was supposed to claim the money. Unfortunately I had no idea it had been sent to it until it had passed 30 days were XXXX the sent the money back to Coinbase. This has been ongoing and started about two weeks before XX/XX/XXXX. I have called Coinbase customer support multiple times and they have told me they were working on it but it no XX/XX/XXXX and I have yet to hear back from them. So I am under the belief that this is fraud. Please help
Company Response: Closed with explanation
2018-04-09
Bohemia, NY
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I initiated a transfer of USD {$5000.00} on XX/XX/2017 from my Coinbase account to my XXXX XXXX account. The funds were never transferred. I have had at least 4 phone call conversations with Coinbase 's customer service and my issue has not been resolved after 3 & 1/2 months. I have had no progress of getting my money back or showing that Coinbase is even interested in ever giving my money back. No actions have been taken by Coinbase to give me my money back.
Company Response: Closed with explanation
2018-04-08
Chicago, IL
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Prior to Coinbase notifying customers that their merchant code changed such that credit card purchases would be coded as cash advances, they continued to represent that credit card purchases would not be treated as cash advances. Despite this, they have refused to refund cash advance fees charged by credit card companies from the time that such purchases were treated as cash advances until they gave proper notification of their merchant code had changed.
Company Response: Closed with explanation
2018-04-07
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I've received crypto currency from a company in XXXX in 2012 sent through coinbase, i've had 2 accounts with coinbase that I have easy access to with no problems. However the account with the bitcoin transfer has been blocked from the coinbase domain. I am able to verify and ID authenticate all other accounts however the one with the currency has been blocked, I can not access it.
I've reached out several times by emailing & calling the company with no support in managing the problem.
I've gone through all the steps they suggested in the email to verify and access my account, from adding them to my email list, checking spam folders, and talking to my email administrator. The problem is from Coin Bases.
Company Response: Closed with explanation
2018-04-07
Durham, NC
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: This is regarding case # XXXX at Coinbase ... they opened the case in XX/XX/XXXX but have never resolved it. Now I can not get to {$1100.00} that is in my Coinbase/XXXX account and they continue to create unauthorized charges to my account.
XXXX On XX/XX/XXXX, Coinbase double charged the 4 most recent ( at that time ) transactions to my XXXX debit card in the USD amounts of {$220.00} ( original was XX/XX/XXXX ) {$100.00} ( original was XX/XX/XXXX ) {$100.00} ( original was XX/XX/XXXX ) and {$150.00} ( original was XX/XX/XXXX ).
I called Coinbase immediately and they opened a case ( XXXX ). I sent screen shots of the duplicate transactions at their request. After several phone calls with Coinbase 's tier 1 support, I was finally told that this was XXXX XXXX fault and that I would have to work this out with my bank. My bank told me I needed to submit an unauthorized transaction form. I did that and my bank redeposited the funds to my account at the end of XX/XX/XXXX.
I left my Coinbase account open thinking the issue had been resolved but removed my XXXX and XXXX XXXX debit cards and left my bank account attached to my Coinbase/XXXX accounts because Coinbase said there was no issue with bank accounts, only XXXX. ( XXXX is a trading site that is run by Coinbase. One account allows use of both sites. ) I never received notification from Coinbase that case XXXX had been resolved on their end or even looked at beyond tier 1 support. Their tier 1 support is unable to do anything other than answer phones and escalate cases. They had assured me that my case was escalated and would be handled by a specialist. I never heard from a specialist.
However, on XX/XX/XXXX, I received 4 emails from Coinbase, one for each of the double transaction charges. Because the charges were reversed, they locked my XXXX account which has USD XXXX LTC XXXX ETH XXXX BTC XXXX ( total USD {$1100.00} ).
Additionally, on XX/XX/XXXX, they withdrew 3 new charges in the amounts of {$230.00} {$100.00} {$150.00} These were not duplicate transactions. These amounts do not match anything in my Coinbase/XXXX history. They are random amounts and I have no idea where they came from.
I called Coinbase about these transactions and submitted a screen shot of them as well as an email detailing all the history from XXXX, with screen shots and copies of their own emails. I submitted another unauthorized transaction form and my bank redeposited the amounts in my account.
However, the Coinbase website indicated that I needed to pay {$100.00} to regain access to my XXXX account. I did that on XX/XX/XXXX, but still do not have access to that account where they are holding funds in the previously mentioned amount of {$1100.00}.
I have called repeatedly and have filed complaints on Coinbase 's XXXX. It has been 51 days and there is no movement at all on the first complaint and now I have file new complaints which are getting no attention at all from them.
Company Response: Closed with explanation
2018-04-07
Lk Buena Vis, FL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hi. I will start from the beginning. On XX/XX/XXXX I made a purchase for {$400.00} XXXX ETH with my credit card from Coinbase. On XX/XX/XXXX I got an email from Coinbase about duplicate charges on accounts. I was also charged twice. In the email Coinbase said that the error was not caused by them and I should contact the card holder which is XXXX. I did that and I contacted XXXX. XXXX gave me a provisional credit for {$400.00}. I've attached a pic at the bottom of this email. Everything was good but then on XX/XX/XXXX I got an email from Coinbase that said my purchase of {$400.00} ETH XXXX was being reversed. On XX/XX/XXXX I checked my Coinbase account and it said {$400.00} ETH XXXX and a fee of {$15.00} was sent to Coinbase. So apparently Coinbase took back {$400.00} worth of ETH but because of market fluctuations its more ETH because it is now valued less. That transaction was not supposed to be reversed because XXXX was only reversing the amount I was overcharged to begin with. So I don't know why Coinbase went into my account and took that back. so now I'm owed {$400.00} ETH XXXX as well as the fee of {$15.00} from Coinbase. Ive been trying ever possible way to get in contact with Coinbase to fix the issue but they are not responding. They took my money and will not offer any support to give it back. This is stealing and should be illegal. I only did what Coinbase instructed me to do which is contact my card holder. Ive saved all the supporting emails. Please help!!
Company Response: Closed with explanation
2018-04-07
Greenwood, 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
2018-04-06
Chicago, IL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase withdrew over {$3900.00} worth of ETH ( a cryptocurrency ) from my account in XX/XX/XXXX. They claimed that I made the purchase from funds they never received from my bank.This is not true. I had cancelled the transaction from the bank. The funds were never deposited and I did not make the purchase.
One month later they removed the funds from my account and disabled me from using the platform. For 3 months I have been mailing and calling. At first I was getting replies from a lady called 'XXXX ' after a while she stopped replying and I just got automated replies. Now even those have stopped. When I call in they refuse to help saying I have to do it through emails. I am completely frustrated.
This is a lot of money for me, more then a paycheck. It has caused me tremendous stress and affecting my health as well now.
Company Response: Closed with explanation
2018-04-06
NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I deposited {$6500.00} using ACH and I can not withdraw my money. I already submitted CFPB complaint a 3 month ago, and they simply replied that I was able to access my fund which is total lie. I need my money back. When I called their customer service, they kept me in an egg-chicken situation where there is no solution.
The egg-chicken situation is : In order to access USD fund, they need to perform country-change in my account.
But to change the country, they need to empty any fund in USD.
It has been a quarter of year since I started complaint. And Coinbase simply has done nothing except lying about my case and keeping me in a fraudulent loop.
Company Response: Closed with explanation
2018-04-06
GA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: For 6 months, since XX/XX/2017, I have been trying to recover funds ( ~ $ 20k ) in my Coinbase account because of lost access to a secondary account email address ( I still have access to my main account email ). I originally filed a support ticket in XX/XX/2017 and have followed up with the support call center 8-10 times since then. Coinbase has never followed up with me regarding the issue, and has never even responded to a single email from me ( I have been assured that the email address is monitored by staff ), and I am only ever able to receive feedback when I call the support call center, which I am told that I am in a queue and there is nothing further that the support team can do for me. I am desperate for progress on this issue and Coinbase seems unable or unwilling to help. Please help me in dealing with this company, I do not know what else to do. Thank you.
Company Response: Closed with explanation
2018-04-05
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hey, My credit card have been double charged for a transaction with Coinbase and I've still not been reimbursed. I've tried to get in touch with the company, but they have only let me talk to a robot, or sent me automated emails.
Date of transaction : XX/XX/2017 Both transaction charged an identical amount of XXXX XXXX XXXX The first transaction was consensual and I got what I paid for.
However, the second was not.
Company Response: Closed with explanation
2018-04-05
San Francisco, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-05
Ashburn, VA
Problem caused by your funds being low
Checking or savings account: Other banking product or service
Overdrafts and overdraft fees
Company Response: Closed with explanation
2018-04-05
Atl, GA
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with explanation
2018-04-05
Mill Valley, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I can no longer log in to my XXXX account or wallets. I contacted customer support in every way and was told " we dont know why and we dont know when someone will be available to help you with your issue. It's been about 3 months and I still can't login, and have been given no explanation.
Company Response: Closed with explanation
2018-04-04
Scottsdale, AZ
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I have used the XXXX trading platform for about two months now with no issues. Today, XX/XX/2018 I was locked out of my account due to a possible computer glitch I'm told by customer service. I have about {$9000.00} in their platform and my bank ( XXXX ) says there are no issues with my account on their end. XXXX told me It's likely my bank or a glitch in their system, and it will be 4-5 days before I get an email regarding this issue. The Terms of Use agreement says this will ONLY happen if they are required to do so by law. I have read blogs where people have been waiting to be unlocked for 45 days. My money isn't bad money, there isn't any fraudulent activity, my attached bank account is fine and XXXX has locked me away from access to my money. I want XXXX to unlock my account immediately.
Company Response: Closed with explanation
2018-04-04
Stanford, KY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: My complaint is about coinbase. They state funds should be available between 48 hours of your tranfer from your vault to your account. My withdraw was initiated on XX/XX/XXXX for XXXX Bitcoin. At the time Bitcoins value was about 40 % higher than it is right now. I also did the same with my XXXX and XXXX vaults.
I have emailed, called countless times etc. I am debating a law suit. The only answer they give me is that my complaint was escalated. No answers, no updates, nothing but a scripted response.
This is a Billion dollar company. They either don't care or it is a fraud.
My next complaint is to the FBI.
Company Response: Closed with explanation
2018-04-04
Las Vegas, NV
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I sold 4 Virtual currency on XX/XX/XXXX, the Email I received from Coinbase Stated the 4 transaction would be completed on XX/XX/XXXX. as of XX/XX/XXXX 60 days plus I have not received my Payment. I have called Coinbase Customer service every week for status, and tell me the same thing every week. your case has been escalated as a High priority. However I never hear from them. I filed a case with XXXX Dear XXXX XXXX : This message is in regard to your complaint submitted on XX/XX/XXXX against Coinbase , Inc . Your complaint was assigned ID XXXX.
The XXXX XXXX XXXX has made two attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we can not force a business to respond. You may wish to contact your Attorney General or like agency.
I'm Hoping CFPB can resole this issue Sincerely XXXX XXXX
Company Response: Closed with explanation
2018-04-03
Gages Lake, IL
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I entrusted Coinbase with {$34000.00} to do as they advertised : allow me to buy and sell bitcoin. Over a month ago, they locked my account from buying and selling bitcoin, and I could not cash out when the price went up. Now, I have lost over {$20000.00} from price drops and no reason was given other than a few days ago, when they finally assured me that my account was unlocked. They claimed they locked my account because I did not send my articles of incorporation when emailed about it by a team member, even though my account was initially approved for the first few months of use without any trouble. I have not broken any of their terms of service, and access to MY MONEY was stripped from me and still is, even though they said they unlocked my account. IT IS STILL RESTRICTED FROM SELLING MY OWN COIN. Coinbase is a scam company and should be avoided at all costs. I have no choice other than to file a lawsuit at this stage as I was not able to get access to my money when I needed it and have lost XXXX XXXX dollars and increasing in value, also due to other business troubles because I do not having my money when I need it immediately. These frauds should not be in business and I will be compensated for all losses and then some. I recommend that anyone else having problems with these scam artists find a lawyer who will work pro bono.
Company Response: Closed with explanation
2018-04-03
New Bedford, MA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-04-03
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hello, I see on the XX/XX/XXXX at XXXX the ETHEREUM was valued at XXXX USD.
I attempted to login and sell, as indicated in the email above with the exact timestamp as evidence. You can see I informed you of my intention of selling immediately all my ethereums.
Therefore, I complied with Terms and Conditions, in particular : " 3.2. Digital Currency Transactions. Coinbase processes supported Digital Currency according to the instructions received from its users '' In panic, seeing that I could not access my Coinbase account for hours ( same as the night before ) and seeing the value dropping significantly, I sold as soon as I managed to login which was many hours after on XX/XX/XXXX XXXX XXXX ( reference XXXX ). The rate was much lower, I had very limited choice.
I am very unsatisfied with the situation, this is my first experience with Coinbase, and it was very unsettling and worrying. You are supposed to be in Finance and offer decent access so the customers can access their account 24/7. What occurred was very stressful and unsettling, I even worried it was like " XXXX XXXX '' and that I would lose all my invested assets.
Now, I am willing to continue my adventures with Coinbase, but I am very unsatisfied with the loss I have suffered due to your technical issues.
I inform you that I am currently looking with my legal assistance, and with the report to the US Consumer Financial Protection Bureau.
After that, I have created several support tickets in your system, each times they were answered by generic copy/paste answer not actually related to the issue, and often the tickets were closed despite me stating clearly the issue was not resolved.
Company Response: Closed with explanation