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 27
2018-03-01
Key Biscayne, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-03-01
Arco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase, the digital currency exchange, has continued to neglect the crediting of BCH ( Bitcoin Cash ) after months of claiming the following to their customers in their BCH FAQ : What if I sent BCH to my Coinbase BTC wallet after the fork, but before Coinbase added support for Bitcoin Cash?
Any BCH sent to your Coinbase account addresses has been credited to your new BCH wallet.
The above scenario explains my situation. However, I have not been credited the BCH which was sent to my Coinbase address after the fork, but before Coinbase added support for Bitcoin Cash.
I have had a support ticket open with Coinbase since XX/XX/17 for this specific issue. On XX/XX/17, Coinbase Support requested that I provide the Tx ID ( Transaction ID ) for the transaction, which I promptly provided. I have followed up with them three times since providing the transaction details and have not received an update other than " we're still working on this '' or " I still dont have an update for you, sorry! ''
Company Response: Closed with explanation
2018-02-28
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: COINBASE BANK TRANSFER DEPOSIT I made a international bank transfert ( XXXX ) for deposit on my COINBASE account on the XX/XX/2018
Afterwards, I have realized I have made the transfer from an unsupported country ( XXXX XXXX ) according to COINBASE website. Therefore, there was no indication to make sure the actual bank transfer is not from an unsupported country during the process of how to make a deposit on a COINBASE account.
I have no updates from COINBASE on where is my money, if it has been credited on their account in XXXX, if the money has been send back to me, I have no deposit on my COINBASE account either. I can not use it on my account as it doesn't show any amount on it.
I have sent 3 differents complaints on COINBASE website starting from 10 days after I made the bank transfer, and I only had pre-made replies out of subject initially, and then NO MORE REPLY ...
I am absolutely ALONE now.
NO one from COINBASE is trying to contact me and help me or giving me status of that situation or updates.
I have called them in USA on their Support phone number as well but NO ONE replies ...
I don't know anymore if I will get my money back from COINBASE.
I NEED HELP.
Company Response: Closed with explanation
2018-02-28
Ocklawaha, FL
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I had invested a total of XXXX USD with Coinbase. Everything was good until about a month ago when I had some problems with my laptop. Among other information, I lost the authenticator app and the secret key for my account. That meant that I would have to be reauthorized by Coinbase.
So, I entered my username and password. Then I entered my cell number and they sent me a verification code. After I entered the code, I was prompted to either show an ID to my webcam or upload an ID. I chose to upload pictures of the front and back of my driver license. Then I was prompted to use my webcam to take a picture of myself. I did this and within about a minute or so, it came back with unable to verify.
I sent an email to Coinbase support which stated this problem. What transpired after this can be understood in a series of email replies back and forth, which I will include with this complaint. The bottom line is that at this point I almost feel as if I have lost the money I invested, because they now have been unresponsive.
Company Response: Closed with explanation
2018-02-28
CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I was trading on the Coinbase platform up until XX/XX/XXXX when I was locked out of my account. I have been restricted access to my funds since XX/XX/2017. I have called and emailed the company countless times with no resolution. I am still currently locked out of my account nearly 3 months later, and all they can say is " a specialist has to take care of that. '' They will give me no time frame and no more information than that I just have to wait. This is criminal. This is my money they are withholding from me. Please help me with this.
Company Response: Closed with explanation
2018-02-28
Blackhawk, CA
Other service problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-28
Nyc, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2018 a family member of mine wired {$25000.00} to my Coinbase account. We received an email on XX/XX/XXXX rejecting the amount because it was not from an account associated with my name ( although it was my same last name ). We waited several days for it to be returned, but it was not. We placed a trace/recall request but that was rejected due to coinbase 's bank not responding. I contacted Coinbase on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have received some communication back, but it was just to tell me that they were looking into it. I hired a lawyer, who had a conflict of interest due to an investor in Coinbase. I am looking for a refund of the money as it was due. I have asked for updates, to speak to a representative ... but no one has communicated to me. A few days later I wired an additional {$25000.00} from my own account which I did receive. This is a different amount. Please advise on what to do.
Company Response: Closed with explanation
2018-02-28
Burlingame, CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Case # XXXX I asked to disable my GDAX ( Coinbase ) access because I was robbed of my phone. I requested via email to reactivate my account on XX/XX/2018. They sent me system generated email without a ETA.
I called via phone on XX/XX/2018. It took me an hour to reach the customer representative. She sent me an email asking me a few questions and told me a specialist would work on it. Again, an ETA is not given. I responded right after I received the email.
Until now ( XX/XX/2018 ), I have not heard back from GDAX. And I have {$5000.00} on my account that I'm not able to access or cash out.
Company Response: Closed with explanation
2018-02-28
Portland, OR
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-27
Brentwood, TN
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-27
Hillsdale, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-27
Magnolia, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Wire Transfer Fraud / Gross Negligence Timeline : -- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Transferred via wire {$11000.00} USD to Coinbase ( Account # XXXX at XXXX XXXX XXXX, Routing # XXXX ) from my financial institution. Included in the wire transfer 's " recipient special instructions '' was the special code exactly as stated in Coinbase 's instructions to allow it to be credited to my Coinbase account. As of XX/XX/XXXX, the funds have never been credited to my Coinbase account, nor returned to my financial institution through any method ( wire, ACH, etc. ) -- -- - [ [ [ XX/XX/XXXX and XX/XX/XXXX ] ] ] -- -- - Called Coinbase multiple times, only to be told that they can't resolve any issues like this on the phone.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Opened a case in Coinbase 's issue system about a missing wire transfer. No response.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Sent another message to Coinbase regarding the missing wire transfer. No response.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Sent fifty-two ( 52 ) more messages to Coinbase regarding the missing wire transfer. All of these messages show up in their case management system online. Still no response.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Received message claiming high support volumes, and how my {$11000.00} issue was of low priority to them. Apparently, according to this message, forgotten passwords were of highest priority, and are more important than {$11000.00} in cash gone missing for nearly a month. Also, the next highest priority tier of things included " limit increase requests, '' which I had requested and since then already received. On that same list were " referral bonus inquiries '' and " general questions '', which means that they're treating my {$11000.00} problem as lower priority than all of these.
-- -- - [ [ [ XX/XX/XXXX ( same day ) ] ] ] -- -- -Responded to their message within 2 minutes of receiving it. No response ever since.
-- -- - [ [ [ Early XX/XX/XXXX ] ] ] -- -- -Called XXXX XXXX XXXX and confirmed that Coinbase received my wire transfer on XX/XX/XXXX, and that it was credited to their bank account that same day. Was told to talk to my financial institution and ask them to send a message to Coinbase through the bank wire messaging system.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -At my request, my financial institution sent a message over federal wire to Coinbase asking for the funds to be returned in full.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- -Called my financial institution to follow up on request. Still no response.
-- -- - [ [ [ XX/XX/XXXX ] ] ] ] -- -- -Filed a complaint by email with Coinbase 's bank 's compliance department ( XXXX ) informing them of the details of this long-standing problem. No response since.
-- -- - [ [ [ XX/XX/XXXX ] ] ] ] -- -- - Called Coinbase 's bank and asked the status of the return. They told me they had sent the message on to Coinbase but had not received a response from them at all. Called my financial institution and asked them to send a message to Coinbase through the federal wire system every dayuntil they get a response. I informed their bank ( XXXX XXXX XXXX ) that these messages would be coming, and they agreed to forward every message on to Coinbase.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - I receive an email from the company stating that I'm receiving a fee refund of a 0.05 % difference between charged and stated fees. BUT MY MUCH LARGER PROBLEM PROBLEM STILL GOES IGNORED BY THIS FRAUDULENT COMPANY.
-- -- - [ [ [ XX/XX/XXXX ] ] ] -- -- - Fed up, I file a complaint with the Consumer Financial Protection Bureau including all details above. Funds are still missing, and there remains no response to my many messages. I'm getting very close to filing a punitive class action lawsuit. I know I can't be the only victim of this grossly negligent company.
Company Response: Closed with explanation
2018-02-27
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Company = Coinbase Website = https : //www.coinbase.com Problem = can not access Coinbase service and my money Hi, here is what happened to me : - XX/XX/XXXX I requested support to Coinbase since I lost my secret key ( 2FA ) to access my Coinbase account - so I followed their instructions -XX/XX/XXXX I successfully completed their procedure to verify my identity. And they sent me an emails saying : " Please allow 48 hours for your TOTP 2-Factor Authentication to be disabled before signing in '' - Today XX/XX/XXXX ( after 17 days ) I'm still waiting ... .no answers from Coinbase support despite my emails. I'm still not able to use my Coinbase account and so my money there.
Thanks fro your support.
Best regards, XXXX XXXX
Company Response: Closed with explanation
2018-02-27
Bellevue, WA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-27
NJ
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2017, We did a wire transfer of XXXX USD from my XXXX XXXXXXXX XXXX account to Coinbase wallet into their bank account.
After About one week, I received a communication email from coinbase saying that my wire transfer has been rejected and I will receive my money back to my bank account in next 14 business days.
I have raised multiple requests to coinbase, but every time I have been said that I have to be patient and wait for the specialist to revert back, but I have never heard anything from the coinbase specialists.
It has been more than 2 and half months and I am still waiting for my money to be returned to my bank account.
Company Response: Closed with explanation
2018-02-27
Bohemia, NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I sent XXXX Litecoins from my XXXX XXXX XXXX to My Coinbase wallet on XX/XX/XXXX ... I sent the coins to my wallet using the same address that was given when I sent Litecoins from my Coinbase wallet to my XXXX XXXX XXXX ... It is now XX/XX/XXXX over 80 days and my Litecoins have still NOT appeared in My Coinbase wallet..
I have made Numerous emails and Call to Coinbase customer support and they keep saying My ticket is in line with a specialist ... PLEASE HELP ...
Company Response: Closed with explanation
2018-02-27
Springfield, MO
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: My Coinbase account was Hacked on XX/XX/2018. About {$6000.00} in coins was stolen from my account, {$10000.00} was stolen from my checking account and several thousand dollars of unauthorized charges was made to my credit cards. I have called coinbase several times, emailed them 3 times with no results. I am unable to gain access to my account, their support personnel are not help helpful. It's been 2 months since the hack and I would like the situation straightened out. Assuming my account was the only one hacked, why is it taking so long to fix my account and return my stolen funds and coins. The company, in my opinion, has stolen a great deal of money from me.
Company Response: Closed with explanation
2018-02-27
Eldorado, WI
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: This is a complaint regaurding the website Coinbase. Recently ( around XX/XX/XXXX ), when logging into my coinbase account I received a notification that a debit card transaction from XX/XX/XXXX for {$500.00} was reversed and that I was required to make a payment of {$500.00} to unlock my coinbase account. I contacted my bank to see if there were any payment reversals from coinbase and there weren't any. I have bank statements that can prove this. The debit card I made the purchase with is no longer active as well, although I don't see how this could affect this situation. I contacted the coinbase support team and they said they created a support ticket and in the meantime I did nothing with my coinbase account. I had a balance of over {$1200.00} in my USD wallet on coinbase and a few days later Coinbase decided to take out {$500.00} from my USD wallet and forced me to double pay for a transaction I already paid for, leaving my balance in my wallet on the coinbase website with only around {$700.00}. I feel completely scammed by coinbase because there is no way a reversal could have happened because COINBASE ALREADY RECEIVED MY {$500.00} ON XX/XX/XXXX. So I was charged twice. Once on my debit card on XX/XX/XXXX, and I was charged again from my coinbase wallet over a month later. I would not have received the cryptocurrency coins I purchased if it didn't go through. I would like my {$500.00} back and can provide any necessary information to prove that there were no payment reversals by my bank. The support ticket I opened with the site is support ticket XXXX.
Company Response: Closed with explanation
2018-02-27
San Diego, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: XX/XX/2018 My bank account went from {$190.00} to $ XXXX on account of {$610.00} of coinbase fees and {$100.00} bank insufficient funds fees. I called coinbase customer support to freeze my account and start a customer support ticket. The operator then told me my account was frozen and a specialist would look into the issue. After concluding the call i then get more notifications of account activity for the transfer of currencies from my account to some other. I then recall coinbase and explain my situation to another agent and they tell me my account had not been frozen but they will freeze it now. At this point i no longer have access to my own account. The phone number had been changed without my doing or consent. I got a notification that they where changing the email of my account and i had told the operators not to change it as it was not my email nor was it created by me. Yet it was changed and i can not access my account or its funds if they are still in my account. My bank has reimbursed me for the fees but i still had bitcoin in my account to the tune of XXXXXXXXBTC when my account was hacked/hijacked. I fear my Bitcoin was traded away to another account and even if i resume access to my account it will be gone. I have since closed the bank account associated with my bitcoin for fear of more charged of which my bank would not cover. Ticket # XXXX I have received no response from coinbase about my issues.
Company Response: Closed with explanation
2018-02-27
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have a COINBASE account in which I transferred XXXX from my bank account directly to their XXXX bank account ( details as provided by the coinbase app payment screen ). This was over 3 wks ago ( XXXX XX/XX/2018 ).
The bank has confirmed that the money left my account and went across.
The money should go into my coinbase account and should clear in 2-5 working days. However it still does not show and COINBASE are refusing to respond to my queries or look into the matter. I have sent 3 or 4 emails over the last few weeks to little response. They sent me a holding reply 2wks ago saying they will look into the matter ( a one liner ), but have not yet done anything about it. I am now down XXXX and a XXXX bank charge.
Coinbase are supposed to provide crypto currency services but all they have done so far is stolen my money.
Company Response: Closed with explanation
2018-02-27
Key Biscayne, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/2018 I lost access to my account on XXXX.XXXX.
I have over {$100000.00} in asset and cash and not able to access. Customer service is non-existent and I am not able to view. withdraw, or access my account what's so ever.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Case ID : XXXX
Company Response: Closed with explanation
2018-02-26
Jacksonville, FL
Managing an account
Checking or savings account: Other banking product or service
Problem making or receiving payments
Complaint: I have been trying to verify my identity on Coinbase in order to sell some of my cryptocurrency. Multiple times I have tried to sell my Ethereum and have not been able to sell as much as I wanted to because Coinbase wants me to further verify my identity. I have provided government issued ID, my name, address, etc already. Where the problem lies is that Coinbase wants me to provide and verify my social security number. Despite trying several variants of my address and name I have never been able to accomplish this! After a few tries I am asked to wait 24 more hours. I have a middle name and I am the third, so perhaps that is where some of the ambiguity comes in, but despite trying several address and name variations nothing ever works. This is particularly distressing because I would like to move my Ethereum holdings into a more safe asset ( dollars ) and watched myself lose significant amounts of money because I was unable to do this. I understand rigorous KYC and AML is necessary but your verification services are non-functional beyond reason.
Company Response: Closed with explanation
2018-02-26
Wonder Lake, IL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-26
Diamond Bar, CA
Managing an account
Checking or savings account: Other banking product or service
Problem making or receiving payments
Company Response: Closed with explanation
2018-02-26
Cherry Brook, MA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation