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 22
2018-03-16
Madison, WI
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2018-03-16
Gretna, LA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I use a service called " Coinbase '' to buy and sell digital currency. I have roughly {$5000.00} USD with this 3rd party and have had an unacceptable experience with their customer service.
Just over a month ago, my cellphone was stolen and so I had Coinbase freeze my account fearing unauthorized access to my funds. I have called and emailed Coinbase numerous times to resolve this issue and each and every time they give me vague reassurance that they will unlock my account eventually. Apparently this needs the attention of a specialist who evidently needs more than 1 month to click through a few links and unfreeze my assets.
This customer service is unacceptable and even borderline criminal as my investments have declined in value and I have been locked out of making trades to protect myself.
I want to put this issue forward with the CFPB in an attempt to warn others from this service. Hopefully this will also draw attention to their customer service shortcomings and give their clients the respect they deserve!
Company Response: Closed with explanation
2018-03-15
Long Island City, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: My problem involves Coinbase ( who runs a crypto-currency exchange licensed under various state laws ). I am a New York resident.
Since XX/XX/XXXX, I have lost access to my Coinbase ( https : //www.coinbase.comXXXX ) account and am unable to ( i ) withdraw my US dollar funds held by the company, and ( ii ) access the XXXX form prepared by Coinbase for my tax preparation.
After numerous phone calls and providing the company with the various documentation that they requested, the call center representatives of the company refuse to take any meaningful action or give me an estimated timeframe regarding the resolution of the issue, beside saying that a specialist will handle my case, but they have large backlogs.
The problem was initially caused by the fact that my old mobile phone has been broken and I had lost access to my Multi Factor Authentication app. I was using 2 factor authentication via the XXXX XXXX app.
The issue is simply a matter of identity verification. I have previously provided the requested ID documents, bank statements, utility bills, demonstrating my identity and address. Likewise, I continue to use the same mobile number and email.
Company Response: Closed with explanation
2018-03-15
Little Canada, MN
Unexpected or other fees
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-15
Birmingham, AL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been locked out of my account since XX/XX/XXXX. The login screen says it needs " new device conformation '' and will send an new email with a link to verify. The email never arrives so I remain locked out of my account. I have spoken to Coinbase support on the phone and they said my account is in good standing with no red flags. They said they can not figure out what is wrong and have escalated my account to a specialist. It should take more than 24 hours to unlock someone's account. This matter should of been fixed on the first phone call.
COINBASE CASE # XXXX
Company Response: Closed with explanation
2018-03-15
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I accidentally added non-ERC20 Ethereum address which I created at Coinbase to the dashboard of XXXX. I should have used ERC20 compatible Ethereum wallet address. After I made transactions, XXXX sent XXXX tokens via a smart contract to Ethereum address which I created in Coinbase.
I have invested about XXXX in XXXX tokens which makes XXXX XXXX tokens. I can wait for a ticket resolution for several weeks. In fact there is more you can do to assist me as I know that it is technically possible that you can transfer these tokens.
The XXXX XXXX XXXX has proof that there are tokens in address which is created in Coinbase.
Company Response: Closed with explanation
2018-03-15
San Diego, CA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/18 I used the website Coinbase.com to buy {$1200.00} of Ethereum cryptocurrency. They mistakenly took twice that amount {$2400.00}. I disputed the charge through my bank, Coinbase cancelled the transaction and I got the additional {$1200.00} back.
Because of this Coinbase had frozen my access to their exchange ( GDAX.com ) where I keep the rest of my money ( about {$5800.00} in Ethereum and Litecoin ) until the situation was resolved.
The issue that caused this was resolved during the first week of XX/XX/XXXX and I am still locked out of my account. I can't buy/sell/transfer any of this money.
I have been in contact through phone and email with their support many times and they have simply told me that my case is " escalated. '' This has gone on far too long, especially because the issue that triggered the account lockout as solved over a month ago.
Can you please help me?
Thank you.
Company Response: Closed with explanation
2018-03-15
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am trying to cancel my account for several months. There is an old open case in Coinbase Support : Case # XXXX - Trying to cancel my account Other cases of the same situation https : XXXX
Company Response: Closed with explanation
2018-03-15
Cheverly, MD
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Coinbase has a service called the " XXXX '' where you can store money in with additional safety. Due to a Coinbase bug, my funds have been frozen for 95 days and counting.
I had an older account on Coinbase which had an alternate email id. After deleting this account, Coinbase used that id as a secondary email id. I had never given permission for Coinbase to do this. This occured due to their bug/defect/issue.
when i deleted my account it looks like the secondary email has got deleted too.
In order to withdraw funds from the " XXXX '', i need to receive confirmation on both Primary and Secondary email addresses. Due to their issue, this is impossible and my money is frozen.
I have reached out to them on XX/XX/XXXX ( 96 days ago- case # # XXXX ). and i was told i will be assigned a " Specialist '' to help me withdraw the frozen assets ( mail by XXXX ).
The concern was raised several times again XX/XX/XXXX : 91 days ago XX/XX/XXXX : 55 days ago ( they also opened another ticket # XXXX ) XX/XX/XXXX : 39 days ago I need help to get this rectified. Several people on different forums have reported this and have got this resolved even before me.
Company Response: Closed with explanation
2018-03-15
Charleston, SC
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2018-03-15
IL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have invested some US Dollars into some crypto currency, on an exchange called Coinbase/XXXX. They are both the same company. I can not access my coins in my XXXX wallet. Every time I try to login to my account on the exchange it reads " An Error occurred. Please Contact XXXX support. '' I have contacted support many times, but each time they claim to have submitted this issue to a specialist and they will get back to me supposedly, but I still have no reasonable resolution, after more than 2 weeks. I have both some Bitcoin and XXXX which I would like to take out of XXXX at this time. However, Coinbase/XXXX will not allow me access to the coins. My coins are being withheld from me without my consent at this point. The issue started when Coinbase pinged my credit card multiple times for a purchase I made. This for some reason caused their system to refund my credit card, the purchase amount by accident. The company had a balance due to them because of this error, and has been paid, by me in full. There is currently no balance due. They promised to return my coins, when the balance gets paid, but they have not held up to this promise. My Coinbase case # is XXXX, and my funds have been frozen for an unreasonable time with no explanation at this point.
Company Response: Closed with explanation
2018-03-15
NJ
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: This is a problem with company XXXX ( coinbase ).
On XX/XX/2018 my account suddenly got logged out and not able to log back in and keep saying error occurred. Contact XXXX support.
So I emailed them and called them but was told they will transfer to specialist and someone will email me. I havent heard from them so I called them again but they cant do anything and told to wait till they email me again and received case number of # XXXX, # XXXX, # XXXX, # XXXX.
Sorry I have many case number, cause they issue new case number every time I call or email and encourage to not contact them cause it will create new ticket number which I think thats also not fair when I want to know whats going on and whats the status.
Its been over XXXX weeks but I havent heard from them and I have no access to my money and when I asked to close my account they said cant right now.
Meanwhile my investment going down crazy and I cant do anything about it.
Who is going to responsible the money I loss because I dont have access to my account for so long?
I think this is ridiculous business setup and customer service that needs to investigate and reviewed.
As far as I know there are lot of people at XXXX/coinbase have same issues with me.
I am very frustrated I dont have access to my account and I dont hear from them and when I contact them they dont have any answers but to say wait till they contact me.
I dont find solutions with them so I am contacting CFPB for help.
I hope my complaint reflect to improve their way of running business and resolve my case asap.
Thank you.
Company Response: Closed with explanation
2018-03-14
Long Beach, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XXXX XX/XX/2017 I purchased {$700.00} worth of Bitcoin from Coinbase, over a couple days I canceled my account and requested a refund which I have not received as yet. After a couple days I called the Coinbase phone line It was answered and I was told that they needs to access my account to make put my money back so I opened my account but no money was deposited. That same day my account was hacked and {$1000.00} was taken from my account by Coinbase. I made an alarm and my {$1000.00} was refunded. I made some changes to my account after that so as to prevent anymore unauthorized transaction. The outstanding balance of {$570.00} was not refunded to me. As you will see from emails sent back and forth they are clearly trying to rip me off. Many phone calls and email later still no refund.
Company Response: Closed with explanation
2018-03-14
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-14
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-14
Jupiter, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I sent {$700.00} to XXXX XXXX XXXX on XX/XX/XXXX. They confirmed it had arrived on XX/XX/XXXX. Coinbase claims they can not find the {$700.00} and has not credited my account or sent the money back and it has been 53 days.
Company Response: Closed with explanation
2018-03-14
Odell, OR
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I bought a bitcoin and an etherium coin from the company Coinbase in XXXX, XXXX. At the time I had been living in Oregon since XXXX. I had a vehicle registered in Oregon as well, and a credit union account with an Oregon credit union. My first purchase was on XXXX XXXX I purchased XXXX Bitcoin online on Coinbase using a credit card, which was charged {$140.00}, correlative to the price of bitcoin at the time. On XX/XX/XXXX I purchased 1 ethereum for {$200.00}, which was withdrawn from my credit union account. Also on XX/XX/XXXX I bought XXXX bitcoin for {$2200.00}, withdrawn from credit union account. On XX/XX/XXXX I sent XXXX bitcoin from my Coinbase account to a different website. On XX/XX/XXXX, I bought another XXXX bitcoin, paying Coinbase {$920.00}.
All these details are facts outlining that I have approximately XXXX bitcoin, as well as XXXX ethereum, and XXXX bitcoin cash coin ( a forked coin of bitcoin, which Coinbase deposited to anyone who had bitcoin at the time of the fork ).
In XXXX I went to travel in a different country and I cancelled my cell phone service plan, as not to waste money on a plan I wasn't using while I was out of the country. Unfortunately, I had forgotten that it was the phone number I had used for my Coinbase login verification. Each time I logged in, Coinbase would send a code in the form of text to the cell phone number, and I'd enter the code to securely log in to my Coinbase account. Well, since the cellphone number was cancelled, Coinbase asked me to submit a firm of ID to verify who I am. I still have a drivers license issued by the state of Hawaii, where I lived for several years prior to XXXX. It is a valid license and does not expire for several years, so I never got a new one from the Oregon dmv. In fact, it wasn't even a requirement when registering my vehicle in Oregon early XXXX. So to verify my account, I sent Coinbase a photo of my license. They assumed that since I had a Hawaii license that I was a Hawaii resident, and per their policy of not dealing with Hawaii residents, locked me out of my account indefinitely. From that point I have sent more than 10 emails to the company, many of which were not replied to. The responses I do receive were all auto reply emails that didn't address my particular concern. I explained all of this to coinbase in many emails and not once did anyone help me in a productive manner.
In the time that my account was locked, the price of bitcoin went up to almost {$20000.00}, and ethereum to over {$1000.00}. However, I had no opportunity to sell my bitcoin at that time because coin base had unrightfully locked me out of my account, with little explanation and no real attempts to help me. I'm not saying that I would have for sure sold my coins when they were valued at their highest, but the point is that Coinbase didn't allow me such an option, and essentially ignored my inquiries. At one point they held {$25000.00} worth of currency, between my holdings in bitcoin, ethereum, and bitcoin cash. To this day, they do not allow me to access my account, not do they allow me to send my cryptocurrency to any other accounts. They have essentially hijacked these assets and made no effort to return them. Today the assets I hold on my Coinbase account total about {$10000.00}. About 1 week ago I sent Coinbase an email advising them that I would file a formal complaint with CFPB.
Company Response: Closed with explanation
2018-03-13
Wonder Lake, IL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have purchased {$34000.00} of Bitcoin, Bitcoin Cash, Ethereum, and Litecoin on www.coinbase.com to trade. Simultaneously, I am starting a coffee lounge business and needed to sell my coin. When I tried to do so on XX/XX/XXXX, I encountered this message preventing me from selling : " Account Restricted. You are currently unable to buy and sell digital currency on Coinbase. Please visit https : //support.coinbase.com for assistance. '' I contacted them multiple times via phone and email and they have refused to inform me of why my account was restricted because they are waiting for a nonexistent " specialist '' to work with me. Many other people have had this same issue with Coinbase 's shady business tactics and they recommended that I contact the government.
Since this point, my coins ' values have plummeted significantly, and I have been unable to get my money back which has put me into a desperate situation with my startup company. I have wasted almost a month of expensive XXXX business rent waiting for someone to take my account off restriction, and have delayed my opening date. XXXX is absolutely awful for not communicating and dealing with my inquiry in a timely fashion. I need my coin back immediately!
Company Response: Closed with explanation
2018-03-13
Alpharetta, GA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-13
Federal Way, WA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I was unable to make any purchases or log into my XXXX account ( operated by Coinbase , Inc. ) on XX/XX/XXXX. I received an automated message stating that a ticket has been opened for me. I emailed again asking for a status on XX/XX/XXXX, and received another response, this time from customer service stating my ticket has been escalated. I reached out again on XX/XX/XXXX, and am currently awaiting a response back.
Company Response: Closed with explanation
2018-03-13
Pacific City, OR
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: XX/XX/XXXX : I deleted my old number associated with my coinbase account ( to update new phone number ). I was locked out of the account and got an error - 'Account recovery process could not be started because you don't have primary phone number '.
Submitted support request.
XX/XX/XXXX : Received mail from coinbase support about reversed transaction on XX/XX/XXXX of {$2700.00}.
Got reply from coinbase support to create new account, finish Identity Verification procedure and wait for funds transfer.
XX/XX/XXXX : Told to wait for fund transfer.
XX/XX/XXXX : Mailed coinbase for assistance to choose alternate payment since I could still not access my account.
Still No response.
Company Response: Closed with explanation
2018-03-13
IA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I'm using Coinbase.com to store a significant amount of cryptocurrency. They have a service called the " XXXX '' that adds additional layers of security, so I store most of my funds in the XXXX. Unfortunately, there is a bug within Coinbase that caused my funds to be frozen about 75 days ago. Other people have reported the same bug on various online forums.
In essence, I deleted an old Coinbase account, but the email address associated with that old account was also being used as the secondary email address for my active Coinbase account. Because of some kind of defect in the Coinbase system, when I deleted my old account, my secondary email address for my active account was also deleted within their system. In order to withdraw funds from my XXXX, I need to receive a confirmation email at both my primary and secondary email addresses. Because Coinbase erroneously deleted my secondary email address, that is now impossible, and my funds are frozen.
I first emailed them about 75 days ago regarding this issue and have since called them twice, talked to representatives, and emailed them numerous times. Unfortunately, they have not resolved the issue or even given me an adequate response detailing when they will help me regain access to my funds. Because of this I have lost a significant amount of money ( I would have sold some of this cryptocurrency during this period ). Coinbase is notoriously bad when it comes to customer service so sadly I'm not too surprised I've had this experience. I just want to get it resolved as soon as possible and get access to the funds I entrusted to them. My case numbers with Coinbase are # XXXX and # XXXX.
Company Response: Closed with explanation
2018-03-13
Unexpected or other fees
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am an XXXX citizen living in XXXX.
When I opened a Coinbase account I was asked to prove my identity and country of residence.
After few month, I've tried once to access to my account when I was in XXXX for vacation.
After this event, when I try to access to my account I lend to a page where is written that because of what recommanded by the U.S. Treasury and the Office of Foreign Assets Control ( OFAC ) my account is locked.
I sent several emails but after more than 3 weeks I still can not access to my account.
Company Response: Closed with explanation
2018-03-13
WI
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/2017 I made two different transactions for selling my virtual currency Bitcoin and Litcoin through coinbase.
The first transaction was for {$260.00} of bitcoin -reference # XXXX The second transaction was for {$130.00} of litcoin XXXX reference # XXXX The money was supposed to be directly deposited into my checking account. The company has not responded to this issue.
Company Response: Closed with explanation
2018-03-13
Carson, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation