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 42
2018-01-30
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I've started two XXXX transfers from my account on Coinbase - XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX, respectively. Got replies that the transfers are supposed to clear on XX/XX/XXXX and XX/XX/XXXX and both are still missing. The funds are gone from my Coinbase account and have not appeared on my bank account, which leads me to believe that the transfers were never done at all. I have received only generic replies from their support and it looks like nobody is actually dealing with the issue.
Company Response: Closed with explanation
2018-01-30
Hinkley, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I had a Coinbase account where I purchased bit coin and where I also stored United state dollars. For some unknown reason, I received an email from Coinbase on XX/XX/XXXX stating that I violated their terms and my account would have to be closed without any detailed explanation. I am now trying to transfer out my remaining funds from Coinbase but am unable to link a bank account to complete the transfer. I have sent 2 separate emails to coin base with no response. All I wish to do is withdraw my money out of Coinbase but they are not helping, or telling me how to do it.
Company Response: Closed with explanation
2018-01-30
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I withdrew XXXX in Euro to my bank account. The transaction is still pending from my bank account. They are still holding my money in limbo without a response. Case # XXXX
Company Response: Closed with explanation
2018-01-30
Burlingame, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, my wife wire transferred {$45000.00} to my Coinbase account. On XX/XX/XXXX, Coinbase sent the following email to me to claim to send my money back : " You recently sent a wire to fund your Coinbase or XXXX account for {$45000.00} USD. Unfortunately, we are not able to apply this wire to your account due to a name mismatch and will be returning this wire back to your bank. Please allow us 7 business days for processing.
To prevent wire returns in the future, please ensure wire deposits are sent from a bank account that matches the legal name of your Coinbase or XXXX account. For more information, visit the Bank Wire Deposit section of our payment support page.
If haven't received your funds after 7 business days, please email XXXX for assistance. '' However, the fund has not been back to my wife 's account after 21 days. I have sent multiple emails to Coinbase 's customer service but did not get any response.
Company Response: Closed with explanation
2018-01-30
Fort Russell, IL
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Since XX/XX/XXXX Ive had a support ticket open with Coinbase support to unlock my funds in one of their accounts. They have promised timely support and have asked for my patience but the weeks are turning into months and I still dont have access to my funds.
Company Response: Closed with explanation
2018-01-30
Ridley Park, PA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Initiated wire transfer for {$16000.00} from Coinbase to XXXX XXXX on XX/XX/XXXX. Due to incorrect routing number, funds were never sent to XXXX. However, Coinbase showed wire status as " Complete '' and funds were subtracted from my account.
Initiated support request with Coinbase on XX/XX/XXXX requesting XXXX number for wire transfer so I could confirm with Coinbase 's bank ( XXXX XXXX XXXX XXXX XXXX ) that they were indeed in possession of the funds, and get confirmation that the wire had not gone through. Coinbase support Case ID XXXX Coinbase replies on XX/XX/XXXX indicating that they are " working with a specialist to address [ the issue ] properly. '' As of XX/XX/XXXX, no further contact from Coinbase on the status of the funds.
Company Response: Closed with explanation
2018-01-30
Grosse Ile, MI
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, I initiated a domestic wire transfer from my personal checking account at XXXX XXXX to the bank of Coinbase, XXXX XXXX XXXX. Coinbase 's publicly published policy for wired funds is to have it credited within 1-2 business days.
On XX/XX/XXXX, after checking my Coinbase account and the money was not credited to my account I opened a support case with them through their online support platform. I did not hear back from XXXX until I called their support number on XX/XX/XXXX, waited on hold for almost 2 hours, only to be told my case was escalated to a " wiring specialist ''. On XX/XX/XXXX there was an update posted to my case by the support rep I spoke to on the phone, but since then there has been absolutely no response from their support team nor has the {$5700.00} USD been credited to my account.
On XX/XX/XXXX, I called their bank, XXXX XXXX XXXX, spoke to someone in their wiring department, and this individual confirmed to me over the phone the funds were received and had been credited to Coinbase 's " general '' account and it was now up to Coinbase to credit my account.
On an almost daily basis since XX/XX/XXXX, I have requested an update in my support case but no one has responded.
On XX/XX/XXXX, I visited Coinbase 's bank branch in XXXX XXXX XXXX. During this visit a representative confirmed to me again that they, XXXX XXXX XXXX, had received the wired funds and had credited the funds to Coinbase 's general account but again that it was up to Coinbase to credit my account.
As of today, XX/XX/XXXX, 41 days after having sent my wire transfer the funds are still not available to me and there is absolutely no communication from Coinbase on the matter.
Company Response: Closed with explanation
2018-01-30
Bixby Knolls, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-30
Coldstream, KY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-30
Brooklyn, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-30
Lynwood, CA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with explanation
2018-01-30
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-30
San Francisco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-30
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/XXXX, I transfered XXXX, - from my bank account via my XXXX card to my Coinbase wallet. I did this two times ( = XXXX, - ).
However, none of the two purchases arrived at my Coinbase wallet.
To this date ( XX/XX/XXXX ), I tried to contact the Coinbase customer support 3x via the email form, as this is the only way to reach them. I only got automated responses, but nothing else! The money is still missing.
I contacted my bank, but they were unable to help me, since the money was transferred correctly.
You are my last hope!
( Sorry for any spelling mistakes, I am from XXXX )
Company Response: Closed with explanation
2018-01-29
Spokane, WA
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2017, I initiated a currency exchange ( via ACH transfer ) of {$1600.00} USD to BTC ( Bitcoin ) with Coinbase.com. The money left my back account via ACH transfer and I was promised that the exchange would clear and be available to me by XX/XX/2017 but they still have not cleared the transaction and show that it is pending. They are holding my money locked and are refusing to allow me access to it. I have made repeated attempts to reach them by phone and email under multiple case # XXXX, # XXXX and # XXXX but they have not responded with any info on the issue. They have not given me any status updates other than saying that my case has been escalated to a specialist. It's been almost 2 months now and I still do not have access to my funds.
Company Response: Closed with explanation
2018-01-29
Coral Gables, FL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-29
Atlanta, GA
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I bought {$100.00} of bitcoin via coinbase. On XX/XX/XXXX I authorized coinbase to transfer {$87.00} from my Coinbase account to my XXXX account. The money was transferred but it also debited me another {$87.00} as if I requested another {$87.00} out of my bank account. There is no {$87.00} pending in my Coinbase wallet. I have no idea where that money went.
Company Response: Closed with explanation
2018-01-29
Orion Twp, MI
Unexpected or other fees
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I got an e-mail from Coinbase stating my withdrawal limit for my XXXX account was denied. As I tried to log into my XXXX account it showed my account had been temporarily disabled and that I should contact Coinbase. I called Coinbase and told them my XXXX is temporarily disabled and I can not access the XXXX worth of cryptocurrency I own on that site. They gave me a reference number and told me it may take up to 4-5 business days to fix the problem.
On XX/XX/XXXX, I logged onto my Coinbase account and was prompted by a page stating I owe XXXX USD in order to gain access to buy/sell/send my cryptocurrency I had on my Coinbase. I never purchased anything with a credit card on my account for that much to begin with. However, I paid the amount and called Coinbase to remove the hold from my account. They then said they would escalate my previous ticket and add I paid the amount owed. Then on XX/XX/XXXX I logged onto my Coinbase account and noticed XXXX Bitcoin ( valued XXXX USD ) was sent to Coinbase without my knowledge. I called Coinbase to discuss the transaction and they told me I owed an additional XXXX USD and they only take cryptocurrency as payments after the fact I already paid them XXXX dollars on XX/XX/XXXX. They told me they do not return cryptocurrency once its taken from the account. So Coinbase ended up taking a total of XXXX USD from me for no reason. I have only spent XXXX USD on Coinbase using my own bank account. There are no reversal charges made on my bank account. I currently can not access my XXXX worth of cryptocurrency on XXXX because of all these claims stating I owe Coinbase money which I never purchased on Coinbase. Everytime I call Coinbase they state they will grant me access back to my XXXX account and full access to my Coinbase account within 2 business days but nothing ever gets done and they keep charging more money than I have ever spent on Coinbase.
Company Response: Closed with explanation
2018-01-29
Chula Vista, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: My complaint is against Coinbase.
I made a Bitcoin purchase on XX/XX/ XXXX reference code XXXX for {$1400.00} USD @ {$11000.00} per Bitcoin. The transaction has NOT been added to my BTC account on Coinbase. The {$1400.00} has been taken out of my bank account at XXXX XXXX XXXX XXXX on XX/XX/. My first attempt with the Coinbase help center was sent on XX/XX/ with no response Case # XXXX. I have since called 3 times, mailed letters, the only response I have received is that my case has been elevated to " urgent ''.
Company Response: Closed with explanation
2018-01-29
Soquel, CA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I am an American who lives in California. While on vacation to visit my wife 's family in XXXX last summer, I mistakenly opened the Coinbase app on my phone ( I did not buy, trade, or buy any cryptocurrencies or do anything besides open the app ). This prompted Coinbase to send me an automated email on XX/XX/ telling me to send a photo of my driver 's license so that they could verify that I was a US resident. In XXXX I did so, along with a photo of my residential lease demonstrating my US residency.
That was months ago. Since then, I have been told a handful of times by Coinbase customer service reps on the phone and online that my case has been " escalated. '' But no action has been taken and I'm still unable to access my funds, which I believe are now over {$2000.00}. It's been over five months now with no progress. I've also spent over 6 hours waiting on hold to try to talk to an employee, to largely to no avail. I would appreciate any help in this hugely frustrating situation. My case id is # XXXX.
Thank you, XXXX
Company Response: Closed with explanation
2018-01-29
CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Short version Coinbase has locked my account for a pending transaction that has aged out. ( will be 4 weeks old on XX/XX/XXXX ) The pending tranaction was from one coinbase wallet to another, they debited the source wallet twice and only credited the destination wallet once, leaving me with a negative balance and locked account.
PERSONAL INFORMATION PLEASE REMOVE Coinbase support # XXXX PERSONAL INFORMATION PLEASE REMOVE 1 ) I attempted to transfer bitcoins from the coinbase multisig wallet to the active wallet to sell some bit coin. I attempted to do this twice, and both times the coinbase webinterface hung.
2 ) So I used the coinbase provided multisig tool to directly enter a transfer from the multisig wallet to my coinbase active account. The default settings for coinbases provided tool had too small of a transaction fee and the transaction was never picked up on the block chain.
3 ) The next day I redid the same exact transaction with a proper fee amount and it went through. The fact that the BTC were moved from the wallet in transaction # 3 permanintly invalidates transaction # 2 The transaction ( s ) 2,3 were for about XXXX bitcoins from one coinbase wallet to another.
Coinbase debited for both transactions, and only creditied for one transaction. Transaction # 2 above will never ever be confirmed. ( If it was confirmed it would double spend the BTC in tranasction # 3, somethign the blockchain won't allow. ) Its now been almost 4 weeks and my coinbase account shows a negative balance of XXXX bit coin ( The differnce in the fee between # 2, # 3 ) when it should show XXXX BTC.
Coinbase Support will not give me ANY information on when they might resolve this. Their own online documents say unconfirmed pending transactions should be removed after two weeks, its been 4.
Even if the pendign tranasction went through ( and it cant ) it would be credited to coinbase, so there is ZERO possible loss on their part.
Company Response: Closed with explanation
2018-01-29
Astoria, NY
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-29
AR
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I made a purchase in coinbase this Friday ( XXXX ref code : XXXX ) and coinbase double charged my debit card. This caused my account to go in the negative and I have a check thats out pending that will now bounce. I cant get ahold of anyone at the company and this is ridiculous!!
Company Response: Closed with explanation
2018-01-29
NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I've been a Coinbase customer for some time and have been very patient, understanding that they have plenty of problems with their system at the moment. However, I have made a bank wire withdrawl in USD from Coinbase to my bank account for about {$15000.00} on XX/XX/XXXX and have not seen anything come in. It was supposed to arrive that Friday and now 3 weeks later and no response. I have talked to my bank to look into the matter and they checked back up to 3 months and found no initiation for a deposit into my account. Coinbase emailed me and told me they sent my case to their special team to look at, but I have not had a response for a week now, and I have not received any follow ups from their " special team ''. A few things I would like to know and understand and would like to ask @ Coinbase is When will I receive a response. Also they marked the payment as sent and it clearly was not initiated. Why mark payment as sent, if it isn't really sent. Where is the money, if not in my accounts. I understand they are busy with many backlogs, but my concern is that I can't see where the money is, its not in my bank account or Coinbase account, and Coinbase has not made it clear how their transfers work and why it takes so long.
Company Response: Closed with explanation
2018-01-29
Atlanta, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I initiated a transfer of {$270.00} worth of Bitcoin on XX/XX/XXXX that was supposed to post to my bank account on XX/XX/XXXX. The Bitcoin was immediately deducted from my account. After waiting a few additional days for the money to be deposited, I submitted a support ticket with Coinbase on XX/XX/XXXX to no response. I reached out to them on XXXX on XX/XX/XXXX and also received no response.
Company Response: Closed with explanation