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 34
2018-02-15
Gloucester City, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I deposited 5 Bitcoin ( approx. {$50000.00} USD equivalent ) and the payment is listed as " pending. '' I opened up an email ticket ( # XXXX ) and I have not yet received a reply. I tried calling the support line but it said they can not help with this type of issue by calling on the phone. I read numerous of reports of this same problem and they claim they have been waiting for weeks for a resolution.
Company Response: Closed with explanation
2018-02-15
Ft Lauderdale, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I oppened a Coinbase account on XX/XX/XXXX with {$1000.00}.
Then I activated my XXXX account through them and transferred {$2100.00} and then on XX/XX/XXXX {$250.00}.
I made some purchases and sales of ETH and BTC On XX/XX/XXXX I purchased {$640.00} worth of Bictoin for a total of XXXX BTC ( Priced at {$6400.00} ) and left around {$1000.00} USD available to trade ; However, on XX/XX/XXXX my account was restricted, I contacted XXXX on XX/XX/XXXX and I received a message that my issue was being escalated, on XX/XX/XXXX I was asked to submit my ID again, which I successfully did, but still did not work, on XX/XX/XXXX I got an email that the issue was still being escalated with an specialist but still nothing, it has been more than 2 months with my account restricted and my funds not released.
I am glad I have printed history transactions to back up my transactions.
Company Response: Closed with explanation
2018-02-15
Nyc, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have a coinbase account with 2 factor authentication. That worked great until i replaced my phone and had to reinstall the authentication app. The catch is that you need the app to login, but the only way to install the app is to be logged in. Coinbase was unable to give me access so they instead had me create a new account and then they transferred my money into the new account.
However, i later had transfers into the old account and they were unable to give me access to transfer the coins into my new account. I went back and forth with them for over a month and they were very slow to respond and i eventually gave up.
here is the latest communication. i haven't heard anything in a month Hi there, Im working with a specialist to review and finalize your balance transfer. We will follow-up as soon as the transfer is complete, or if we have any further questions.
No further action is required on your part at this time. Please note, we are experiencing tremendous support volume that may delay response times. For fastest response time, please do not send more than one email response. Thank you in advance for your understanding and patience.
Thank you for your patience in the meantime!
On XX/XX/XXXX at XXXX PST XXXX XXXX XXXX wrote : also, i'll have to file a CFPB complaint if this isn't handled shortly.
i've been waiting for over a month.
On XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX wrote : that doesn't make any sense. here is XXXX sample email of the old account.
if that account was closed, what happened to the coins that were transferred to it?
-- -- -- Forwarded message -- -- -- -- -- From : Coinbase XXXX Date : Fri, XX/XX/XXXX at XXXX AM Subject : Your purchase for {$500.00} USD of ETH is now available in your account To : XXXX [ image : Coinbase ] <https : //www.coinbase.com/> [ image : Congratulations ] <https : //www.coinbase.com/> [ image : Coinbase ] Your purchase for {$500.00} USD of ETH is now available in your Coinbase account Reference code XXXX Payment method USD Wallet Date XX/XX/XXXX Amount XXXX ETH*
Company Response: Closed with explanation
2018-02-15
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/2018 I purchased {$98.00} of cryptocurrency from Coinbase and used my visa debit for payment. The transaction was successful however I noticed the next day they charged me {$98.00} twice but only credited my coinbase account with {$98.00}. After speaking to my bank they said in 10 days the extra charge would likely be returned. On XX/XX/XXXX it was returned, however this morning XXXX XX/XX/XXXX ) another charge for {$98.00} hit my bank account. This is an unauthorized tranasaction and I haven't received any funds in my coinbase account.
Company Response: Closed with explanation
2018-02-15
Palmyra, MI
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX XXXX charges appeared that were previously taken. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and pulled {$150.00} from my accounts.
XXXX # XXXX with XXXX, no response from the company. I believe my other transactions are possibly fraudulent now, as I can not add an account to pull the money. Total I'm out {$350.00} of transactions, {$200.00} in money I can not withdraw and {$150.00} in money fraudulently pulled from my card and not placed into my account.
Company Response: Closed with explanation
2018-02-15
Tarzana, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I opened an account with Coinbase on XX/XX/XXXX. After going through the verification process and getting everything set up. I decided to use the Wire Transfer method to put money into my account. I sent over {$20000.00} dollars from my XXXX XXXX Account. The wire was executed on XX/XX/XXXX. The website had said at the time that it would take 3-5 business days. After about 2 weeks we tried contacting Coinbase support via email support request. We did not get a response until a week after that. Coinbase was little to no help. Every support request we sent was responded to by an automated message stating the same things that were already sent. Since we could not get an answer via email I tried calling in. They were also no help. All they could do for me was check on the support request status and let me know that it was upgrade to the " highest priority ''. Every time I called in they would change the amount of days that it takes them to reply to support request. They told me that I should not reply to their support emails or send new ones in because it would put me to the back of the line for the " specialist '' to get back to me. They told me this for a month and half only to call again on XX/XX/XXXX for them to tell me that their employees were misinformed and that replying to the emails will actually put a note to the top of my request for the specialist to see. No one seems to know whats going on there and I cant get an answer as to where my {$20000.00} is. They cant even tell me if its being sent back to my account due to wire issues. I just want an answer. We have sent multiple support request and have called over a dozen times. The wire was executed on XX/XX/XXXX and it is now XX/XX/XXXX and I have literally gotten no information as to where my money is. That is over 45 business days.
Company Response: Closed with explanation
2018-02-15
Adrian, MI
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-15
Leeton, UT
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX Coinbase started charging my bank account through my debit card multiple times for old transactions. I was put several hundred dollars in debt and can no longer pay my bills. They refunded some of the charges but not all, and I still have a ludicrous amount of courtesy pay charges thanks to this behavior. This kept happening following the next day and is still happening today.
Company Response: Closed with explanation
2018-02-15
Las Vegas, NV
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-15
Sherman Oaks, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-15
Arvada, CO
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I had a stop loss set on XXXX Crypto currency exchange ( Coinbase ). The exchange executed my stop loss transaction, charged me fees for it, but the prices shown on the exchange were never low enough to trigger the stop loss.
I have a screen shot to show what I'm talking about, filled out a customer support ticket over a month ago. Case # XXXX. Have not heard anything back from customer support, nor is there any ability to check the status of my claim. Please help me investigate how this trading glitch happened, why I was charged fees for it, and help reclaim my lost money in this transaction.
Company Response: Closed with explanation
2018-02-15
Austin, TX
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I was charged {$400.00} twice ( {$800.00} ) on XX/XX/18 with NO AUTHORIZATION. These are not duplicate charges, as I did not make any purchase in the days leading up to XX/XX/18. I am very disappointed, and this money is important to me. Please resolve this as soon as possible. Apparently this has been a repeat issue with Coinbase.
Attached is a copy of my Coinbase transaction records and the bank transactions in question. Unfortunately Coinbase did not offer a ticket number for my records, but I have contacted them via email ( the recommended method per Coinbase ).
Company Response: Closed with explanation
2018-02-15
Minneapolis, MN
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-15
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-15
Queens, NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/2017 i initiated a withdrawal from gdax ( the exchange operated by coinbase ). for an amount of XXXX. The withdrawal never landed in my bank account and coinbase has not responded with anything meaningful.
Company Response: Closed with explanation
2018-02-15
N Richmond, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-15
Rochester, WA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been buying bitcoin and ethereum on XXXX XXXX for a few months now and this is the first issue iv had, and yet its a big one. Coinbase charged me twice for most if not all my transactions. Onc3 on the day i purchesed them, and then they charged me the same amount for all my purchases again on XXXX. XXXX, 2018. I have included my online bank statements. The ones with the red mark next to them are the second charge and the ones with the blue are the original charge on the day i purchased. I also provided my coinbase purchase history where i outlined all my transactions in purple. I have tried to contact support mant times and can not seem to get ahold or get through via email or phone. My Case number with coinbase is XXXX
Company Response: Closed with explanation
2018-02-15
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: at XXXX i buyed some Litecoin with cc no Problem so far. Wanted to Transfer it to another exchange and bam 3 days Payment locked, but i can unlock the transaction faster if i upload my id ( again ) to verify.
Ok no problem uploaded it XXXX times always unable to verify my identity and then i got banned and my account got XXXX.
Hey just write a support ticket ... .. i cant write a support ticket on a XXXX ACCOUNT. ok so i opened a second account and contacted XXXX and XXXX from support staff in XXXX with a ticket id, none of them replied.
But i got a answer on my ticket from the new i account i made : Thank you for contacting Coinbase Support. I apologize for the delay in responding to your email and for all the trouble.
I will now be closing this ticket and will be responding to the original ticket you created that was sent from the said XXXX email address.
to my old XXXX ACCOUNT rly guys? i cant answer or login or read the ticket on my old account. I dont even get emails when/if she replied to the open ticket on my old account cause THIS ACCOUNT IS XXXX XXXX : Ive just escalated your case to our subject experts who will be completing a review of your purchasing eligibility shortly.
( i dont have purchasing problems i have a XXXX account but thank you for automated message ) XXXX Having investigated the issue, I am working with a specialist to address it properly. We will follow-up with you as soon as we have an update.
XXXX a automated message with the full faq just copy/pasted THANK YOU!
UPDATE** XXXX It appears as though your case has a restriction and is not security related. I am escalating your case to the proper queue now.
( your system just auto banned me like i said i have my Phone number verificated XXXX for login and XXXX for transactions just unban my account whats the problem here ) My ticket id is : # XXXX and # XXXX
Company Response: Closed with explanation
2018-02-15
ND
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: XX/XX/17 I contacted my bank to do a wire transfer to XXXX.
The amount of {$10000.00} was wired from my bank ,XXXX XXXX XXXX XXXX XXXX , to XXXX 's bank, XXXX XXXX XXXX . XXXX had to get some more info from me before the deposit into XXXX 's account could be made. I supplied the information and the money was transferred. I waited for it to show up on the site in my account. I called after 5 days support had told me they were backed up and that it would be deposited in my account shortly. I have called them 2 to 3 times a week since then having no luck with them. I have emailed and called asking for my money back to no avail. They emailed me usually after each call i made to assure me the matter was being looked into. Its been over 4 months now it feels like a scam.
I need help.
Company Response: Closed with explanation
2018-02-15
N San Juan, CA
Unexpected or other fees
Money transfer, virtual currency, or money service: Virtual currency
Complaint: All the charges I have paid for Coinbase within the last month and beginning of this month, has been charged to my bank account twice.That is absolutely absurd and uncalled for.
Company Response: Closed with explanation
2018-02-15
Copper Center, AK
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-15
NJ
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I've been trying to login to my account but am told to contact you XXXX but have heard no response and was on the phone for an hour with no answer
Company Response: Closed with explanation
2018-02-14
Chicago, IL
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I have an account with Coinbase since XX/XX/2017. My identity got verified, and I started adding money to this wallet and transacting in cryptocurrencies. On XX/XX/XXXX, trading was XXXX on my account when I tried to add a new bank account. I sent in requests to check what the issue was, but I never received a response. After a few days on XX/XX/XXXX, I finally was able to get a hold of a customer care rep on the phone after holding for XXXX hours, who gave me a case # XXXX. She told me that she had expedited my case and specialists would be looking into the matter, and it should be solved within XXXX business days. By this time, I was not able to log into my coinbase or XXXX account. I was not able to access any of the funds in my account, conduct any transactions of buys/sells, or transfer my money to a different platform. I didn't hear from them for another month. I called customer service again on XX/XX/XXXX to check in, and the customer service rep was confused about why the case was taking so long or what the issue was, but said that specialists were still looking at my account and would be in touch when the issue had been resolved. It's been 15 days since then XXXX XX/XX/XXXX today ), and I haven't received any communication from their side. I still can not log into my account or access my funds. Coinbase is taking an obnoxiously long time to enable trading on my account again. I should at lease be able to log into my account and move the funds away if I want to. This is absolutely frustrating.
Company Response: Closed with explanation
2018-02-14
Occoquan, VA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I opened up a Coinbase account to trade Cryptocurrencies. First purchase on XX/XX/XXXX. XXXX bitcoin for XXXX. Second purchase on XX/XX/XXXX. XXXX Etherium for XXXX dollars. Sold XXXX bitcoin for XXXX ( after fees ) on XX/XX/XXXX. Sold XXXX etherium for XXXX on XX/XX/XXXX. Currently have {$180.00} in a stagnant USD account on coinbase. I am unable to withdrawal the money to either a bank account or credit/debit card. I have not taken action with the company, because upon research this is not an uncommon problem and the company does not take action when it occurs. Per my research this is the best coarse of action to get my money back.
Company Response: Closed with explanation
2018-02-14
MI
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I submitted a transaction on coinbase.com of XX/XX/XXXX at XXXX. It is XX/XX/XXXX XXXX and the transaction is still " waiting for approval ''. The policy stated that the transaction will be completed in 48 hours but it has been over 100 hours and I am losing on my investments. This is UNACCEPTABLE and I am trying to retrieve my investments from them and close my account. Their customer service is non-existent. It is a scam and they are locking up people 's funds and trading with it.
Company Response: Closed with explanation