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 43
2018-01-29
Lewisville, TX
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Funds missing for 35+ days. My wire of {$30000.00} was reversed by Coinbase on XX/XX/XXXX. Coinbase has 7 business days turn around time for these transactions but it has been 35+ days and the funds are still missing in my bank account.
I have contacted Coinbase customer support numerous times but there is not progress whatsoever. I urgently need the money.
My XXXX # XXXX : XXXX and Coinbase case number is XXXX.
Can you please help?
Company Response: Closed with explanation
2018-01-29
Newnan, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX I deposited from my XXXX account {$300.00} to Coinbase. Coinbase took receipt of the money on XX/XX/XXXX. I received an email confirmation from Coinbase on the XX/XX/XXXX with Deposit reference : Today is the XX/XX/XXXXand numerous calls to Coinbase yielded no meaningful contact. All I have gotten is an automated machine telling me things which does not work. I have reported the issue via their support online request form at XXXX site. I have gotten no email suggesting that ticket was created to document my submissions. I XXXX searched to see if others were have the similar complaints, fund XXXX. Also got to realized they're associated with XXXX XXXX XXXX. I called XXXX XXXX, this morning, I was told they can not see their systems, but they are behind and will get my deposit done, but no time frame given. That is not acceptable..
Coinbase On Saturday XX/XX/XXXX you authorized XXXX to fund your Stored Value Account with {$300.00} from your linked bank account. We have debited your linked bank account accordingly.Deposit reference : Within 2-4 business days, these funds should be available in your XXXX balance. Coinbase does not charge a fee for this transaction.
Company Response: Closed with explanation
2018-01-29
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-01-29
Warrenton, VA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I Wired {$100000.00} from my XXXX XXXX XXXX account to Coinbase account on XX/XX/. I confirmed with XXXX that the wire was sent out successfully, and with Coinbase 's bank ( XXXX XXXX XXXX ) that the money was posted to Coinbase account onXX/XX/XXXX. However, my Coinbase account still isn't updated with the amount.
I sent numerous requests ( 10 times ) for a followup, but only have received a standard/automated responses with no detail of what's happening. The money has been missing for over 19 days, and I have no idea if Coinbase is doing anything about the situation.
Company Response: Closed with explanation
2018-01-29
Mill Creek, IN
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX I received an e-mail from Coinbase stating my credit card company two orders that I placed on XX/XX/XXXX for XXXX Bitcoin and XXXX Bitcoin that is worth a total of XXXX USD. I called my XXXX Credit Card company and was curious why it was reversed when I never initiated a reverse on the purchases to begin with. I was told by XXXX they reversed the orders because I did not respond to their e-mail or text to confirm the orders ( which I never received and have made many other purchases on Coinbase using this same card ). I then called Coinbase on XX/XX/XXXX explaining that the reversal was an accident on credit card companies behalf and that I paid the XXXX USD they wanted due to the reversal. They customer service representative filed a case for me and said I should have immediate access to my account since all they have to do is remove the hold on my account. However, on XX/XX/XXXX I received another e-mail from Coinbase stating my XXXX credit card company reversed another order that was placed on XX/XX/XXXX for XXXX Litecoins ( value XXXX USD ). I logged onto my Coinbase account after receiving that email to gain further information on this order and saw that Coinbase also took XXXX Ethereum and XXXX Bitcoin ( total value XXXX USD ) from me after I paid {$3200.00} USD to gain access to my account 5 days prior. My Coinbase account now said I owe Coinbase XXXX USD in order to gain access to my account including buy/sell/send my cryptocurrency that I have already paid for. I first called my credit card company to ask why another order had been reversed that was made on XX/XX/XXXX and they told me they did not reverse any charge from that day and their must be an error. After getting off the phone with XXXX, I called Coinbase and explained that my credit card company did not reverse the order and that XXXX Ethereum and XXXX Bitcoin ( total value XXXX USD ) was removed from my account by Coinbase to pay for a previous balance I had already paid off on XX/XX/XXXX. The Coinbase representative told me he would remove the hold on my account and attach a ticket to previous complaint so my coins would be returned back to me. On XX/XX/XXXX I received another e-mail from Coinbase stating my credit card company has yet reversed another order that was made on XX/XX/XXXX for XXXX Litecoin ( {$3800.00} USD ) made on my XXXX Card. My credit card company reported no such action was made on the cards end and there must be another error. I logged onto Coinbase and it showed I owed them a total of XXXX USD.
On XX/XX/XXXX I received another email from Coinbase stating XXXX XXXX reversed an order I made on XX/XX/XXXX for XXXX Bitcoin ( value {$700.00} USD ). I called XX/XX/XXXX and they report they did not initiate any reversal. Then 1 day later on XXXX XXXX I received 1 more email from Coinbase stating my XXXX Card initiated yet another reversal for a purchase made on XX/XX/XXXX for XXXX Litecoin ( XXXX USD ). My credit card reported they yet again did not reverse any order after I had confirmed all these purchases had been made by me. I logged onto my Coinbase account after and say Coinbase took XXXX Ethereum and XXXX Bitcoin from me and shows I now owe them XXXX dollars in order to gain access to my account and XXXX account.
I called Coinbase and explained my card companies did not initiate any reversals and their must be an error and would like to have my money refunded and coins they took. Coinbase representative said the coins are non-returnable and hung up.
Company Response: Closed with explanation
2018-01-29
San Francisco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Made a wire transfer of {$15000.00} transferred on XX/XX/2018 and it has not yet posted on my account. I tried multiple times and the company has not responded. It is on Coinbase through their XXXX platform.
Case ID : XXXX
Company Response: Closed with explanation
2018-01-29
Oxford, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2017 I sent a wire transfer of {$3000.00} to Coinbase using the information that they gave me from their website. The next day I received an email stating that they would have to return the funds because the names on my bank account and coinbase account didn't match. I figured out why they didn't match and i was fine with that. In the email that they sent they stated that it could take 7 days for a reversal to take place. On the website it stated that It could take 7-10 buisness days for the reversal to take place. It has been 60 days and I haven't received my funds as of yet. I've talked to different representatives at Coinbase and I always get the same response, we've escalated your claim to a higher tier.
Company Response: Closed with explanation
2018-01-29
Brooklyn, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I was instructed to wire a deposit to Coinbase, so I followed their instructions. However, there was no space in my XXXX Wire Transfer form for Coinbase 's specific alphanumeric reference code, so 1 day later, I made an amendment request through XXXX to amend the " special instructions '' section to include it. At the time, Coinbase promised the deposit will be available in 3 days, or that it will be reversed back to the bank that had sent the funds within 5-10 business days. It has been over 30 calendar days now since I first submitted the wire, and I have still not received the funds into my Coinbase account or back into my bank.
Company Response: Closed with explanation
2018-01-29
Seattle, WA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I wired {$2000.00} on XX/XX/2018 to be deposited into my Coinbase account, but no funds ever showed up in my account. I have confirmed with the receiving bank that they credited Coinbase with my funds. I have emailed Coinbase multiple times in an attempt to resolve this issue, but they have never responded, and the funds have been unaccounted for for over 3 weeks at the point in time. I have asked the receiving bank to reverse the funds, but they have been unable to reach Coinbase for approval. I have also tied to reach Coinbase by telephone, but I only get a recorded message to contact them through XXXX, which is where I have been sending my previous messages. It seems to be effectively impossible to contact Coinbase.
Company Response: Closed with explanation
2018-01-29
PA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I had wired {$50000.00} into Coinbase and followed all of their instructions. Everything was done correctly. I have confirmed with my bank as well as with Coinbase 's bank that the wire went through correctly. Both banks have confirmed. 18 Days later our Coinbase account has NOT been credited. We have contacted their support numerous times. They do not answer support requests at all. We have called them twice only to get the runaround. The last time we called we were told a special would be looking into our situation. Again, no responses. CASE # XXXX
Company Response: Closed with explanation
2018-01-29
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have made a money withdrawal from my Coinbase account to my bank account on the XXXX of XXXX and on the XXXX of XXXX. I did receive a confirmation from Coinbase, that money will be on my account accordingly on the XXXX and on the XXXX of XXXX.
I contacted Coinbase first time on the XXXX of XXXX and on the daily bases since then. e-mails and phone calls. I even tried to contact them trough my bank.
Today I have got Coinbase to add me to their priority list, at least they say so. But money has not arrived. They have taken money from my Coinbase account the same day I made a withdrawal. But in 2 weeks it has not arrived to my bank account.
Company Response: Closed with explanation
2018-01-29
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-29
Upland, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-29
Waterloo, IA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2018-01-29
N San Juan, CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am an unhappy member as well as investor of Coinbase.com.
I was being scammed out of a {$17.00} charge. Since all my other transfers were free or cost a matter of cents, I thought that I was reading the transfer incorrectly. Suddenly the charge by a Miner ( which I had no idea even took place, as there is nothing about Miner Assisted Transfer Charges disclosed on Coinbase main site ). I thought I am being scammed!, what do I do?. Frantically I searched the site, and found that I could only temporary block my account, this was the only recourse. Well, the charge went through, I was blocked out of my own account with Coinbase. After sending many, many, many emails, just coming up past 1 month now, I am still barred.
I have sent direct emails, however soon after, the emails were not received, even a message saying customer service would not respond? I was kind, then a little mad, then back to being kind, in my communication. Nothing! Not a robot, nor human has made effort to contact me. I watched the recent purchase of funds actually go through my linked bank account, weeks later, after I issued a buy. It felt powerless, to see them take funds, that I had agreed on. I felt gullible, and am still unable to validate as to whether the funds are where they are proported to be [ in my wallet on the Coinbase Site ].
There was roughly {$550.00} USD. I had earned a little money in fact, at the time. I was planning on transferring when I had earned, prior to any dip. I actually foresaw the impending crash, just watching the news, and seeing other crypto currency wars taking place. I studied the markets for a good few weeks, prior to investing. I awaiting authentication, patiently. The process of ID validation took around a month.
I had access to the account for less than two weeks. I lost money now, if the funds are even still there in Coinbase.com? My $ 500-550 is now down to 400 or less. The market did rebound. I woul like to transfer my funds out of Coinbase. I still have faith in crypto as a future investment, however the restrictions with trades make it hard to actually make a profit. I have now taken the long term approach to this short term volitilte process against my own better judgement or choice.
I did not realize that this type of manipulation of the markets was indeed taking place.
Company Response: Closed with explanation
2018-01-29
Gastonia, NC
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I asked for a withdrawal of {$600.00} of my money ( see below ) and it shows complete but no funds were received. I've emailed over a dozen times ... one response with case number ( see below ). I've also tweeted, facebook, and called Coinbase/XXXX for resolution with zero response. Case # XXXX is the only thing I was given on XX/XX/.
transfer XXXX XXXX - XX/XX/ XXXX XXXX Transfer ID : XXXX On XX/XX/, at XXXX XXXX, Coinbase Support XXXX wrote : Hello there, Thank you for contacting Coinbase!
Sorry for the trouble and for the delay on responding.
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.
Thank you for your patience.
You can always visit our self help tool found at XXXX XXXX XXXX for more issue resolution steps.
If you require further assistance, please let me know.
Thanks, XXXX Coinbase Support Hello there, Thank you for contacting Coinbase!
Sorry for the trouble. This message was sent to XXXX in reference to Case # XXXX Follow this link to view the status of your case and add additional comments : XXXX XXXX XXXX
Company Response: Closed with explanation
2018-01-29
Rumpus Ridge, SD
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-29
Colts Neck, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Hi, I sent a domestic wire of {$7500.00} to Coinbase on XX/XX/XXXX. I have yet to receive the funds, nor have I received any estimate on when my funds would be available. Coinbase 's bank, XXXX XXXX, has confirmed receipt of my {$7500.00} on XX/XX/XXXX. I've called four times, opened four support tickets, and I've gotten the same " in 5-7 business days '' response since Day 3.
Thanks, XXXX
Company Response: Closed with explanation
2018-01-29
San Jose, CA
Problem adding money
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: 1. The company is coinbase, a place to purchase cryptocurrency. I added XXXX USD to my account, but it never got added to my digital wallet, so it is stuck in limbo and I can't use it. It was suppose to be only 5-7 days from a bank transfer. I submitted it 2 weeks ago, they took my money XX/XX/XXXX and today is XX/XX/XXXX. I still have not recieved my money yet and the account says " pending. '' What company is this complaint about?
www.coinbase.com a crytpocurrency exchange.
Company Response: Closed with explanation
2018-01-29
Oxford, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-29
Bancroft Hall, MD
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Coinbase currently is holding my funds which are a mix of Crypto and USD assets with a total of greater than {>= $1,000,000}. They have set my daily withdrawal limits to {$10000.00}. The withdrawal limits goes towards all withdrawals USD and Crypto equivalent. At this rate it will take greather than 3 months, most likely 4, in order to withdrawal my funds. I would like to move my money out in order to pursue other traditional / less volitile investments as well as move my crypto to a safe hardware wallet. A XXXX crypto exchange was just hacked to the order of {>= $1,000,000} and I do not feel safe with a centralized service such as Coinbase holding my funds. For reference my open cases with Coinbase are Case # XXXX and Case # XXXX.
On XX/XX/2017 I submitted a request to have my limits increased to {>= $1,000,000}. It was almost immediately not approved so I submitted a second on for {$900000.00} on the same day. Since then it has been under review. The form says that " You should expect a response within 2 weeks. ". After a month of waiting I tried contacting them via Email, XXXX and XXXX. I then tried the phone support line. The customer service rep informed me that phone support is not the same deparatment that handles limit increase requests and the deparatment that does has no method of contact other than the simple form I filled out. You can only have one request pending at a time so there is no way for me to contact them. The customer service rep informed me that it looks like my request had been denied and there was nothing that could be done other than submitting another request. I informed the rep that I could not do so because the request was still pending. I asked if the request could be marked as denied so that I could try again and was told that they did not have the power to do so. After the call I received the follow-up email.
" It appears your withdrawal increase request was denied because your account does not currently demonstrate a need for a higher withdrawal limit at this time, given the amount of funds within it. You can certainly apply again in the future when you have more funds on XXXXhe exchange to demonstrate this need. '' How does a greater than {>= $1,000,000} balance coupled with > 3 months of doing daily withdrawals that are greater than 24 hours spaced apart and having to enter verification codes not demonstrate the need? I was upset and not satisfied with the response so I called again. I essentially got the same response when discussing my situation over the phone but this time I got a sepearate follow-up email.
" Ive taken a look at your account and it looks like your limits may not be appropriate based on your accounts positive history and status.
I have escalated your request for a limit increase to our specialists.
We do our best to complete all account reviews within 4-5 business days, though this may sometimes take longer depending on the case volume were experiencing.
... Followed by a lot of text to explain why they have limits, the nature of crypto, scammers, etc, which did not apply to my situation and there is no evidence that it does..
" However they marked the case as closed. I waited past the amount of time again to expect a response and am beginning to suspect this was just a de-escalation email. I don't know what I can do and at this point Coinbase is effectively holding my funds hostage and making it very painstakingly difficult to get access to my funds.
Company Response: Closed with explanation
2018-01-29
Succasunna, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-28
Charlotte, NC
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX at XXXX XXXX, I started a withdraw of {$10000.00} ( from the sale of my cryptocurrency on their exchange ) from XXXX ( https : XXXX which is an arm of Coinbase ). This withdraw was to be a direct deposit into my XXXX XXXX XXXX account which I had used with them before. XXXX indicated that this would take a maximum of 10 days. The next day ( XX/XX/XXXX, XXXX XXXX ) I began a second withdraw of {$1200.00} to the same bank account. After about a week ( ~XX/XX/XXXX ), XXXX indicated that both transfers were " complete '' however I had received no funds and their transfer information said that the expected payout date and time was always the current time upon refreshing the page. I submitted a request to XXXX support on XX/XX/XXXX and only received an automated reply. It has now been more than 20 days since I initiated the withdraws and more than 10 days since I requested support from XXXX and received no reply or explanation. The withdraw info continues to indicated that the expected payout date and time is right now, but my bank shows no pending deposits. As a side note, I have used XXXX twice in the past and they only took a couple of days each time to complete the transactions ( each totaling {$10000.00} ). I have attached a picture of the transaction info XXXX provided for the two withdraws in question.
Company Response: Closed with explanation
2018-01-28
TX
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been locked out of my coinbase/XXXX account for 30 days.
I was never given a reason why I was locked out and all methods provided to contact customer service are dead ends.
I have roughly {$200.00} USD and approximately .8 ETH ( roughly {$960.00} USD ) locked in the account and have no way to access it.
I attempted to resolve the issue with the online customer service form on XX/XX/XXXX and was never responded to.
I attempted to resolve the issue with customer service over the phone on XX/XX/XXXX and was never able to reach a representative.
I attempted again to contact customer service via email on XX/XX/XXXX and was never responded to.
Company Response: Closed with explanation
2018-01-28
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hi CFPB I raised a support ticket with XXXX, immediately after the platform crash they suffered, on the XX/XX/XXXX and again on the XX/XX/XXXX. They have only confirmed that they had received the support tickets, but did not provide support ticket references, then sent out an standard email on XX/XX/XXXX confirming they are having delays dealing with tickets ( which I empathise with ) and that they are prioritizing their responses.
The contents of the second ticket, sent XX/XX/XXXX, explained my issue : " Hi Support I have not received a response to my request as yet, please can you help?
My sell order for XXXX for XXXXBTC incorrectly fired around XXXX on the XX/XX/XXXX. Your systems also dropped so rapidly it sold at levels far below XXXX - XXXX to XXXX, XXXX ... please provide evidence if was due to a system error and not a real price.
Can you also confirm that the historical graphs for XX/XX/XXXX, around XXXX British Mean Time, now look completely different to what XXXX was showing on the day for the price of BTC/GBP ... now your site is showing a peak of XXXX but it definitely spiked at XXXX.
Your graphs are now showing a low of around XXXX - my sell order was XXXX ... this is clear evidence that the sell order only fired due to your systems falling over.
Can you confirm you can see the sell order cancellation request prior to your systems erroring? This was done around XXXX?
I lost approximately XXXX of a BTC ... I'd purchased XXXX of BTC that morning and this error has wiped out my investment on that day effectively.
Please can you help resolve this issue and refund me for the lost BTC?
Much appreciated XXXX XXXX '' On the day of the XX/XX/XXXX the sell order fired incorrectly at XXXX British Mean Time and I then bought back in at XXXX when the price on XXXX had returned to the correct market value. I sold XXXX BTC and bought back XXXX BTC. I lost XXXX BTC due to the incorrect sell.
There were also 2 charges of XXXX and XXXX from XXXX for the trades. None of these trades should have taken place and I should not have been charged due to the XXXX platform fail over/glitch. Please can you help?
Thank you for your time and consideration.
XXXX XXXX
Company Response: Closed with explanation