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 26
2018-03-05
Three Bridges, NJ
Problem with customer service
Money transfer, virtual currency, or money service: Foreign currency exchange
Complaint: I have a coinbase account and then added their XXXX account for trading my currencies. It has been about a month and I have been locked out of my account with no way to access my funds. Every day that goes by puts me at risk of losing tens of thousands of dollars. I have contacted XXXX/XXXX and they have been no help thus far. I have quite a bit of money invested and would like to access it.
My case ID with them is : XXXX This is ridiculous!
Company Response: Closed with explanation
2018-03-04
Albany, NY
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: After opening my trading account with Coinbase , Inc online inXX/XX/XXXX, I wired {$15000.00} onXX/XX/XXXX to Coinbase, Inc account at XXXX XXXX XXXX for my digital currency investment. On Coinbase website coinbase.com, this company never tells any investors that there will be a problem with their wire deposit before anyone initiate a wire transfer. However, after over 80 days, I have never received the $ XXXX wired money to my account with Coinbase. I called almost every week to Coinbase to speak to their customer supports. But Coinbase has never done anything to resolve my problem. I went through the Coinbase XXXX of no support, no answers.
Company Response: Closed with explanation
2018-03-04
Northside, NC
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been locked out of my XXXX account since XX/XX/2017. I still need access to my XXXX account to run the cost basis for 2017 taxes because CoinbaseXXXX sent a XXXX to the IRS and I did most of my trading in XXXX. Can you please help me regain the ability to log into XXXX and regain trading abilities so I can run these reports and not be penalized by the IRS.
Currently, I get an " An error occurred. Please contact XXXX support. '' message when I try to log in to XXXX.
Company Response: Closed with explanation
2018-03-04
South Florida, FL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On was scheduled to buy litecoin, {$50.00} worth it was pedning for days with a scheduled day of XXXX 2018 Saturday. My account buy were XXXX and the transaction never went through. On XXXX XX/XX/2018 i called to ask why was my buys XXXX and they told me they would have it fixed shortly. Now the transaction have went away im out of {$50.00} and i cant buy anymore.
Company Response: Closed with explanation
2018-03-03
Plymouth, FL
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: COINBASE CASE # XXXX - {$25000.00} Wire Reversal missing for 2 months - XX/XX/2018 - I had a wire transfer sent to Coinbase for {$25000.00} that was reversed since it was sent from my business checking account ( name mismatch ). Received email response from Coinbase indicating 7 business days for wire to be reversed and sent back. Screenshot of Wire Reversal email from Coinbase attached.
XX/XX/2018 - Emailed Coinbase customer support and requested status on wire refund. Coinbase responded the same day requesting details regarding my wire transfer which provided to Coinbase. I reminded Coinbase that I've invested over {$200000.00} with their company and this was something that needed to be resolved. Called Coinbase Support and hung up after 45 minute wait.
XX/XX/2018 - I received an email from XXXX ( Coinbase Employee ) stating that she apologized for the delay and would help resolve my wire refund.
XX/XX/2018 - XXXX ( Coinbase Employee ) requested further documents which I provided. Also provided Wire Transfer instructions from my bank to assist with the reversal.
XX/XX/2018 - Emailed XXXX ( Coinbase Employee ) to provide status on wire reversal. I have not heard from XXXX since providing all the documentations Coinbase requested.
XX/XX/2018 - Called Coinbase Customer Support to check status of my ticket. Spoke with XXXX who could see my dispute had been in the system since XX/XX/XXXX. XXXX stated that my case was escalated to the highest level.
XX/XX/2018 - Emailed XXXX ( Coinbase Employee ) requesting status update regarding my wire reversal. No response was received from Coinbase.
XX/XX/2018 - Emailed Coinbase customer support regarding wire reversal. No response or status update has been provided. It has now been 7 weeks since the initial wire and I haven't received my wire reversal.
Company Response: Closed with explanation
2018-03-03
Peoria, AZ
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-03
CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, I sent coinbase {$2500.00} via domestic wire to fund my account.
The account was supposed to be funded within a few business days. Account was not funded XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. Received reply. Told to wait.
XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. Received reply. Told to wait.
XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX : Contacted coinbase about the problem by opening support case. No reply from coinbase XX/XX/XXXX: Contacted coinbase about the problem by opening support case. No reply from coinbase
Company Response: Closed with explanation
2018-03-03
Occoquan, VA
Managing an account
Checking or savings account: Other banking product or service
Problem accessing account
Complaint: Company : XXXX [ Coinbase ] I have been an customer for XXXX XXXX XXXX XXXX for a while and since first week of XX/XX/XXXX my account is disabled and unable to access. My account has around 25,000 USD hard earned funds. I have made more than 20 customer service calls and opened a customer support Case # XXXX on XX/XX/XXXX. It's been one month now and no resolution and giving me mental torture with standard template message saying " '' Thank you for reaching out Coinbase Support! I apologize if this has been taken so much of your time. We have been receiving a high volume of escalation recently and we are trying are best to respond as fast as we can. '' '' Please help and one month is lot of time for any financial company to resolve customer high priority issue.
Company Response: Closed with explanation
2018-03-03
Patterson, MD
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: My last successful login and action on my account was on XX/XX/XXXX involving the selling of all crypto assets ( ~ {$4000.00} USD ), and keeping said assets in my USD wallet account - This was done on XX/XX/XXXX at night Pacific Time, though I do not know the specifics of the timing. Any actions conducted from XX/XX/XXXX onwards were not authorized by me. The motivation of selling said assets were to prevent my total capital gains from falling as the crypto-market was bearish. Likewise, I've always kept my crypto trades a secret from anyone.
On XX/XX/XXXX, suspiciously convenient unauthorized actions were performed purchasing {$3000.00} and {$1000.00} worth of BTC on XX/XX/XXXX. I have confirmation e-mails of said actions that were received around XXXX and XXXX XXXX respectively. What is even more suspicious is that at XXXX XXXX, my 2FA settings were changed, though I did not receive notice of this until after my account was compromised. Likewise, a request to change my e-mail account was conducted at XXXX XXXX.
I noticed these attacks an hour later after they happened, and unfortunately, immediately had to wait for another 2 hours or so waiting for the customer service fraud hotline to speak to me regarding my account. I felt extremely panicked especially when I logged into my account to check whether or not the deposit of {$4000.00} into my BTC was made - it was not.The call was rather unhelpful, as the only actions performed were to disable my account, and refer my case to a " specialist, '' with no time-frame given to as me when the issue would be resolved.
After a LONG three-weeks after the incident, I received feedback on my case questioning the security of my household and wether other individuals had access to my information/codes. At the time, my household only contained two individuals - my mother and I - so naturally, I found it offensive that they questioned the integrity of the security of my household when this case arouses suspicion of internal fraudulent activity.
Likewise, Coinbase suggested that I change the passwords of my Coinbase account, and to run malware scans on my computer, and to change my password of my e-mail accounts - all of which I had completed during my following customer support call. After having updated all that I can, I have not received any further communication with Coinbase since. Moreover, I remain locked out of my account with no ability to recoup my money that remains in my account.
My case number : # XXXX Email : XXXX Phone Number : XXXX Side Notice : I had previously transferred money to a different wallet ( to XXXX ) in order to purchase XXXX before. The documentation and evidence of this is attached as the e-mail correspondence with CoinBase suggests that I had chose to externally transfer my funds outwards. I have no e-mails confirming this except the one time transfer I made from Coinbase to XXXX in order to purchase XXXX. This can be cross confirmed with XXXX.
Company Response: Closed with explanation
2018-03-03
Fort Worth, TX
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: A market order I submitted on XXXX to buy bitcoin cash in XX/XX/ 2017 executed at a {$6000.00} exchange rate. XXXX closed the order books two minutes after opening them due to lack of liquidity ( in that case they shouldn't have been opened in the first place ). XXXX/Coinbase retroactively modified their charts to remove evidence that bitcoin cash was ever valued at {$6000.00}.
This trade cost me an estimated {$1500.00} loss.
Company Response: Closed with explanation
2018-03-03
Burlingame, CA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Hi, Coinbase has locked our account since XX/XX/2017. They had requested that I provide proof of residency documents, which were submitted right away. I have attempted multiple times to contact them and have been unsuccessful. They have been unresponsive to the support ticket and requests to get an update. I have money in my digital wallet with Coinbase and need them to restore my access.
Thanks, XXXX XXXX
Company Response: Closed with explanation
2018-03-03
Fort Worth, TX
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am no longer able to login to my XXXX account after attempting to buy XXXX on Coinbase. These accounts use the same login credentials. I am unable to access my {$1500.00}. Support has been unresponsive and they are not available via phone support on the weekends.
Company Response: Closed with explanation
2018-03-02
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Issue : I made a money transfer to Coinbase , Inc. from my bank account, but it was never credited in my account.
On XX/XX/XXXX, I made a SEPA payment from XXXX XXXX XXXX XXXX XXXX XXXX to the address/account specified by Coinbase : Recipient 's XXXX : XXXX Recipient Name : XXXX XXXX, XXXX.
Bank Country : XXXX XXXX Name : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX XXXX, XXXX Recipient Address : XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX / XXXX : XXXX However, this money has not been credited to my Coinbase account.
I first contacted their customer support ( XXXX ) on XX/XX/XXXX. I received a generic response and emailed back on XX/XX/XXXX. On XX/XX/XXXX I received a slightly less generic response with suggested one action, which I undertook but it did not result in resolution.
I have since emailed them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and again on XX/XX/XXXX. On XX/XX/XXXX I received another email from Coinbase support, but it was clear that this was a generic message and they are not taking any action to find my missing money.
Company Response: Closed with explanation
2018-03-02
Boston, MA
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Coinbase won't allow me to buy /sell or withdraw because i couldn't get though the ssn Identity Verification but im positive that every info i entered is correct. im trying to withdraw funds to my bank but it won't work. its saids i need to provide additional info to withdraw. coinbase already have my ID and infos every time i try to fill the additional info it it always say can not locate my ID and will locked me out for certain hours in order to try again I contacted coinbase numerous time with no luck. coinbase already approved my identity i sent all the document they needed. when i first register for coinbase eveything works fine i can buy/sell and withdraw small amount of funds after sometimes it won't let me do it anymore. please help and thank you.
Company Response: Closed with explanation
2018-03-02
Nyc, NY
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I'm sure I am not the only one affected by this, but Coinbase ( virtual currency exchange ) had a glitch that incorrectly reflected the price of bitcoin cash XX/XX/2017. After my market order had been executed for {$5000.00} per coin, the company froze trading and the next day the price had been corrected to the normal price. The company says it is investigating insider trading but has made no effort to fix this with customers.
I placed a ticket the day after and have spoken to support multiple times. They say they are overwhelmed with tickets and have assigned a specialist to review my case. A few days ago I found out my case had been closed with no resolution.
I believe a severe case of market manipulation and should be investigated. I would like the money that I lost from this exchange refunded.
Company Response: Closed with explanation
2018-03-02
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Complaint: Hello, I used Coinbase application.
On my Coinbase Account i had XXXX left, so i ordered to send them to my XXXX account on XX/XX/XXXX.
I have never received the money on my account, so i sent them several emails to aware them. without any response.
here is the information : Account : XXXX Coinbase account : XXXX Order : Send XXXX From Coinbase acount To XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you for your help, XXXX XXXX
Company Response: Closed with explanation
2018-03-02
CA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Good day, My situation stands as such. I invest heavily in cryptocurrencies through an exchange called XXXX, owned by a U.S. based company called Coinbase, located in XXXX XXXX California. In early XX/XX/XXXX, Coinbase froze my investment account with all of my funds still in it. They did not offer a reason nor contact me in any way regarding this issue. When I attempted to log into my account I was told to contact Coinbase customer support. I immediately did so and was told that my account was frozen " pending review from a specialist ''.
It has now been over 30 days since my account has been locked. I am unable to trade, I have no way of knowing if my funds are, in fact, still in my account and despite having called and emailed Coinbase on several occasion I have been given no time frame and still no reason why my account was frozen to begin with. Their answers have been incredibly generic and always basically repeats the same message, that a specialist is reviewing my account and I will be contacted when they have completed their review.
My goal in filing this complaint is twofold. First, I'm looking to have Coinbase give me back my account ( which I will promptly close, transferring my funds to a safer exchange ), and second I would like to know if what they did was legal. Is it legal for a trading platform to hold a person 's capital for over 30 days without giving any clear reason as to why?
thank you, XXXX XXXX XXXX
Company Response: Closed with explanation
2018-03-02
Arrowhead Farms, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-03-02
Medford, OR
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I held $ XXXXusd with Coinbase.com I made a withdraw request to have the money deposited into my checking account via XXXX on XX/XX/XXXX the transaction showed " complete '' I never received my money from coinbase. I have made 7 attempts to contact coinbase and they have provided me with no answers.
I have now read hundreds of complaints of customers dealing with this issue.
I feel like there is some serious fraud according with coinbase.com I have Case ID : XXXX from coinbase
Company Response: Closed with explanation
2018-03-01
San Jose, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-03-01
Gainesville, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-01
Bellmore, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-01
Foothill Ranch, CA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have an account on Coinbase.com owned by Coinbase Inc.
I transferred XXXX BTC into my coinbase BTC wallet on the date XX/XX/2017 checking the transaction on the block chain confirms the transaction has been done successfully using Address : XXXX XXXX XXXX XXXX but the BTC has not appeared on my account yet.
I have filed a complaint ticket through coinbase support system Case # XXXX They have failed to resolve the issue as of today.
On the phone they only let me know that this account has indeed been hacked.
They have not given me any time frame as to when and how this issue will be resolve.
Coinbase has put me on sever financial strain and stress over the past 2.5 months Regards, XXXX XXXX XXXX
Company Response: Closed with explanation
2018-03-01
NJ
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I had {$900.00} in my USD Wallet on Coinbase.com I made a purchase of XXXX BTC ( Bitcoin ), and was somehow charged a purchase AND a sell transaction. I never sold ANY bitcoin on the date in question, only purchased using funds that were already available in my USD Wallet. After informing Coinbase via a support ticket, I was informed a specialist would be assigned to look into the matter but have received no correspondence.
Company Response: Closed with explanation
2018-03-01
Milwaukee, WI
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I have contacted GDAX and COINBASE multiple times over the last 6-8 weeks and I have gotten nothing done.Even after contacting the CFPB. nothing has changed, My assets are still locked in the GDAX account and I am not able to access them or have yet to receive any explanation why my assets have been frozen and are unaccessable. I want to know why I am not getting any response and why my account is still locked. I got 2 emails saying they are working on it but nothing has been done in over a month. Can someone tell me whats going on. this company will not tell me what I did wrong or what the next step is. I'm getting completely ignored by them.I want to be able to trade again and I would like my account opened and accessable to the money I put in.
Company Response: Closed with explanation