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 36
2018-02-12
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: My account was disabled in XX/XX/XXXX, I've never been able to log in again : These are the latest coinbase emails ; XX/XX/XXXX XXXX Coinbase asked me to change my account password XX/XX/XXXX XXXX Coinbase told me that my password had been changed XX/XX/XXXX XXXX coinbase told me that my account has been restored at this point I tried to log in with my new password, and the site asked me to enter the Authenticator code from my phone., after several attempts, in which coinbase told me that the code was not valid, I decided to try again in the evening, thinking that maybe something was still to be verified.
my Authenticator app was synchronized with the internet, and previously always worked perfectly.
Arrived in the evening, I still try to access my account unnecessarily.
XXXX XXXX Coinbase told me that my purchase limit had increased from XXXX euros to XXXX euros, but I did not ask for anything.
XXXX XXXX Coinbase asked me to authorize a new device that had been trying to access my account for a long time, I do not speak English, and seeing Location : XXXX IP Address : XXXX Browser : XXXX ( XXXX ) I naively authorized Coinbase thinking it was referring to all the times I tried to access, and only later did I realize that the IP address was not mine, afterwards I did a search on the internet, and this IP address is connected here afterwards I did a search on the internet, and this IP address is connected here IP address : XXXX Address type : Public Hostname : Could not determine to hostname DNS lookup : No reverse DNS record found ISP : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dedicated Servers Webserver : No XXXX XXXX Hi XXXX XXXX , On XX/XX/XXXX, you ordered XXXX ETH via your payment method for XXXX XXXX.
When we attempted to process this transaction it was canceled by your bank. If your payment method was charged, you will receive a full refund. If you wish to make another purchase, please try again or add a new payment method.
Unfortunately, we are unable to restart this transaction because it was canceled by your bank. If you have questions regarding this canceled transaction, please contact your bank directly.
We apologize for any inconvenience!
I have not authorized anything, either!
XXXX XXXX coinbase told me this ... Your account on Coinbase associated with the email XXXX has been successfully deleted.
Can you understand that Shock for me? that I had more than a bitcoin and a half? all bought regularly with my credit card.
Company Response: Closed with explanation
2018-02-12
Sarasota, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On or about XXXX, I accidentally locked my COINBASE account. I have had no access to my account or my money since that time. I am completely locked out and have submitted a case file for help. I have called 4 times since then and each time I call I am assured my case is being escalatedand to please be patient and wait for a response.. I have repeatedly submitted my DL and selfie photo numerous times, and each time the identification software rejects it. I need someone to help me regain control of my account.
I can not file taxes until I can access my account and have no means to see what has occurred with my account. PLEASE HELP!! The promises I have been given that this will be rectified have all failed. I am at my wits end and am in desperate need of access to My Money!!
This is inexcusable and there should be a laws that protect investors from non-responsiveness. I am completely at the mercy of Coinbase and then are not responding.
I need to file taxes!!
I need my money!!
I need legal assistance.
HELP!!
Company Response: Closed with explanation
2018-02-12
Staten Island, NY
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I wired the money to Coinbase on XX/XX/XXXX XXXX and on XX/XX/XXXX XXXX it never reached my account I called the company and sent emails as well my bank tried to catch them without success just on XX/XX/XXXX they only wired me XXXX and i still waiting
Company Response: Closed with explanation
2018-02-12
Isu, ID
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-12
Madison Park, WA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-12
UT
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: XXXX / Coinbase missing {$25000.00} wire transfer my XXXX file # Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST On XX/XX/XXXX I made a wire transfer from my Bank account to my XXXX / Coinbase account. My money arrived on the same day to XXXX bank and as of this day XX/XX/XXXX XXXX has not credited my account.
I have called XXXX and coinbase several times and have several emails from the customer service department stating that the finance department will get to in at some time.
I asked them how long this would take one week or 1 month and they would not give me an answer.
XXXX clearly advertises same day wire transfer availability and at this point it has been 21 days that XXXX has had my money and will not credit my account.
Please see my wire transfer XXXX file from my bank showing that XXXX received my money of XX/XX/XXXX and emails from XXXX acknowledging my complaint with no resolution from finance department.
My XXXX case file # Case ID : XXXX Updated : XX/XX/XXXX XXXX PST Created : XX/XX/XXXX XXXX PST
Company Response: Closed with explanation
2018-02-12
Palos Park, IL
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX I sent a wire of XXXX usd to company called coinbase, the money was to be credited to my account with Coinbase, i planned on using these funds to purchase crypto currency. I was informed via email from Coinbase on XX/XX/XXXX, that the wire can not be processed due to the wire not being sent from my personal account. I was informed via the same email that the wire would be returned within 7 business days. Today is XX/XX/XXXX, almost 2 months since I've sent the the wire. I have submitted multiple cases to which I am receiving no response, I have escalated, I have called, Ive filled a complaint with the Attorney General. I have bills that I am behind on and request your aid in resolving this issue.
Case # : XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation
2018-02-12
OH
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, I sent a wire transfer of {$500.00} to Coinbase to be deposited into my account to use for trading of cryptocurrency. Coinbase was pretty backlogged at the time, so they said it could take up to 10 business days for the money to be credited to my account. After the 10 business days had passed, the money still did not show-up in my account. I tried calling the company, but they don't have phone support for these issues. I submitted a case through support.coinbase.com, and they just sent me a canned response. I keep sending more emails, and each time I just get a canned response. They think I am under 18, when I am, in fact, XXXX years old. They even had me resubmit a photo of my ID to prove my age. They have not once addressed where my money is or how I can get access to it. I talked to my bank, and they submitted a recall of the wire transfer from the receiving bank. It has been 2 1/2 weeks since they submitted the recall request, and XXXX XXXX XXXX has not responded at all to the request. I don't know any other avenue to get my money back except for your service.
Company Response: Closed with explanation
2018-02-12
San Francisco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-11
Winton, CA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XX/XX/XXXX, I saw virtual currency removed from my Coinbase account. Concerned that I was hacked, I called Coinbase support team. Coinbase team explained that my bank reported insufficient funds, and that I was credited with excess virtual currency as a result. Hence, there was no hacking involved, and that money was removed by Coinbase to account for my checking bank account 's insufficient funds. However, per support team, since I called to inform that I was " hacked '', even if they agreed that I was not, they closed my account and will let their " specialist '' contact me to have it opened again and that " it is not under their hands ''. I have called the support team again multiple times, and was told repeatedly " they can not do anything '' and " wait for the specialist to call you ''. No one has reached out to me since they closed my account, and they refused to open my account for me to gain access to my own money. I am held hostage for being concerned that I was hacked, and up to this point, have no access to my own money because of their refusal to expedite the process claiming " it is out of their hands ''. I do not know what else to do as I have repeated called and emailed them to no avail. They are not giving me access for 20 days now and counting. Please help me get my access and my own money back.
Company Response: Closed with explanation
2018-02-11
Berkeley Lake, GA
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2018-02-11
LA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I purchased {$5000.00} worth of virtual currency from Coinbase. On XX/XX/XXXX that {$5000.00} was withdrawn from my checking account and sent to Coinbase. On XX/XX/XXXX I received an email that my order had been cancelled with no explanation as to why and that I would receive my funds back in my bank account within 3-4 business days. I immediately began a support case via email with Coinbase to clear up any confusion & rectify the mistake of the order cancellation. I received no personal email response so I began calling Coinbase to try to understand why the order was cancelled and when I could get either my currency or my USD back in my account. At the time of writing this it is XX/XX/XXXX and I have spent many weeks calling and many hours on hold with no resolve to my issue. I still have no money back in my checking account and I have no virtual currency either. My case is continually 'escalated to a specialist ' but no one can provide any answers in regards to when I will receive my funds back, what happened or why it is taking so long. At the time of writing I have logged 18 phone calls and 7 emails with no resolve since XX/XX/XXXX.
Company Response: Closed with explanation
2018-02-11
Bellaire, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, I went to my bank to transfer XXXX USD to my Coinbase account. Prior to transferring the account, Coinbase was claiming to transfer incoming wire within 1-2 days. So, I proceeded to transfer to my account in Coinbase. I waited 2 business days and no funds were available, so I submitted a ticket to support. Since Coinbase does not have a support number for wire transfer I could not speak to anyone about my case. After a couple of days I got a generic email saying they apologize for the delay, they were behind on wire transfer and all transfers should be completed. I replied back to the email explaining that my account does not have my funds transferred. Again after a few days, I get no response so I continue to ask for updates. Coinbase only replies with a generic message but no indication that my funds are available or what the delays maybe. Ive sent over 30 emails with no resolution.
Company Response: Closed with explanation
2018-02-10
PA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I sold my XXXX $ worth of bitcoin back into my bank account, but never gotten the money ever. Even though, the page says ''completed '' I check my bank account and no transaction went through.
Company Response: Closed with explanation
2018-02-10
Richmond, VA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-10
Mc Farland, WI
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-09
Grand View, ID
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am contacting you to report a fraud perpatrated on me by the company Coinbase located in XXXX California. On XX/XX/XXXX I placed a sell order wire for XXXX Btc or {$360.00} from my Coinbase account to my credit union bank account, Coinbase transaction history notes showed that the transaction ( XXXX ) was completed on XX/XX/XXXX however the funds were never received by my bank. I contacted Coinbase via email and phone over a dozen times as well as sent them bank statments It is now XX/XX/XXXX they have never once looked into the case and have not returned my missing funds. I sent the requested documents including my bank statments to prove funds were never received to [email protected]. I also contacted support XXXX in XX/XX/XXXX XXXX a manager on XX/XX/XXXX also several other managers and support members and have email corespondance as well in each case, they say that thier team will fix it but I have never received one email from the Coinbase internal team that is supposed to fix and return the money. I feel over 4 months should be a more than reasonable amount of time to correct this error and return my funds and and is also a clear violation of thier printed resolution timeframe of up to 45 days. At this point I am not sure what they are doing with missing customer funds but feel I have been mislead and misrepresented by Coinbase.
They have a policy clearly noted on thier website that they have not followed, I have copy pasted it as follows : ( We will determine whether an error occurred within 10 business days after we hear from you and will correct any error resulting from a technical mistake, misrepresentation, or omission by Coinbase promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question.
We will tell you the results within three business days after completing our investigation. If we determine that there was an error, we will promptly correct the error. If we decide that there was no error, we will provide you with a written explanation. You may ask for copies of the documents that we used in our investigation. )
Company Response: Closed with explanation
2018-02-09
Ames, IA
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-02-09
San Antonio, TX
Wrong amount charged or received
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I sold some Litecoin cryptocurrency from Coinbase on XX/XX/2017 in the amount of {$1300.00} and had it transfer to my linked account for payout. money never reached my account. I sent a support email to the company and didn't get a response. I've sent probably 10+ emails and more recently XXXX @ coinbase to try to get them to help me. I have not gotten any help in this matter in almost 2 months now. my most recent case # for the email i sent today is XXXX. I noticed that all my other emails have been deleted from the support page within my account now. This company won't help at all. Their phone lines say they can not help with anything about money whether it be deposits or withdrawals.
Company Response: Closed with explanation
2018-02-09
Houston, TX
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Wired money from XXXX XXXX XXXX to Coinbase Inc. on : XX/XX/2017 Amount : {$25000.00} Multiple e-mail exchanges with Coinbase automated response and support staff and 2 verbal discussions with Coinbase call support without any resolution. Coinbase support staff back dated an original email request for information 30 days from sent date seems odd and suspicious.
Company Response: Closed with explanation
2018-02-09
Arco, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/, I placed a voluntary security hold on my Coinbase account as a precaution after my cellphone and personal bank accounts were compromised. I explained to the Coinbase representative that my Coinbase account had NOT been compromised - rather, I was notifying them out of an abundance of caution. I asked that my account be placed on hold until further notice.
On or about XX/XX/, upon confirming that all of my personal security issues had been resolved, I notified Coinbase and requested that they reinitiate my account access.
Since that time, I have called Coinbase several times. Each time, I am told that my request for account access has been " escalated '' and has the " highest priority. '' However, each time they also told me that they did not have enough resources to respond to my request. I asked for a time estimate and was told that one could not be provided. I then asked whether it would be " days, '' " months, '' or " years '' and - shockingly, I was told they could not give me any estimate.
On XX/XX/, I asked to speak with a supervisor named " XXXX. '' She refused to provide her last name. Once again, she would not provide a time estimate as to when my account access would be granted or when I would be able to close my account.
During each of these calls, having grown frustrated, I indicated that I wanted to close my Coinbase account immediately. I was shocked when they responded that my account could not been closed while I don't have access.
To date, I have not been able to access my account nor have I been able to close it.
Company Response: Closed with explanation
2018-02-09
Patterson, MD
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX, I sent XXXX Ethereum [ {$5000.00} at the time ] to a smart contract from my Coinbase account, which failed, resulting in the money being sent back to my coinbase account. However, the wallet which it was sent back to belongs to Coinbase, and Coinbase has yet to place the funds back into my account. To date, XXXX has not sent me my funds back. The transaction Id was XXXX [ viewable at XXXX XXXX XXXX ] The funds were sent back to XXXX XXXX XXXX where they still sit to this day.
I have been unable to get Coinbase to rectify this matter. It should take about 3-5 minutes total for them to move the funds from this wallet to mine. It is unacceptable for this delay in time regardless of how " overwhelmed '' they are.
Company Response: Closed with explanation
2018-02-09
Empire State, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-09
Newburyport, MA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-02-09
San Jose, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation