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 55
2018-01-15
Burlingame, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-15
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-15
Bronx, NY
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Coinbase.com removed a total of {$100.00} from my bank account ( {$50.00} from checking and {$50.00} from savings ). This was an unauthorized transaction as I did not create an account with them. The reporting a fraudulent charge option on their site does not work and no one responds to requests.
I have already reported it to my bank account.
Company Response: Closed with explanation
2018-01-14
MA
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I sent a $ XXXX wire transfer to my Coinbase account on XX/XX/XXXX. It was sent from a brokerage account that I own on XXXX ( wired through XXXX XXXX XXXX ).
I got an email from Coinbase on XX/XX/XXXX informing me that my wire had been reversed because there was a mismatch.
Its been more than a month and my funds have not been sent back to my account with XXXX.
I have contacted Coinbases customer service 4 times ( on the mail and on the phone ). I have mostly received automated emails back that dont address my problem.
I have also contacted Coinbases clearing bank, XXXX XXXX, to inquire about my transfer but they pointed out that Coinbase is in possesion of my funds and have not sent them back.
On XX/XX/XXXX, I spoke to a representative from Coinbase on the phone. She said my case would be transfered to an specialist with the highest priority and that they would follow up with me soon.
So far, I have not heard from an specialist and have not received my funds back.
Company Response: Closed with explanation
2018-01-14
San Francisco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I sent a Bitcoin transfer from XXXX to XXXX at XXXX XXXX - XX/XX/XXXX XXXX. As of XXXX XXXX. The transfer has still not gone through. XXXX still does not show the XXXX transaction hash ( the hash shows for previous transfers ) and the XXXX is nowhere to be seen on either of my accounts. The transfer was for XXXX1 XXXX.
I contacted XXXX customer support one week after the transfer and have still not heard back from them.
Company Response: Closed with explanation
2018-01-14
Colts Neck, NJ
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: In short I 'm locked out of my Coinbase account and I 've tried many things to re-gain access to it. Here 's the context : On XX/XX/XXXX, I broke my cell phone.
On XX/XX/XXXX, I purchased a new cell phone. And activated it with the same phone number as the previous, now broken, phone. This phone number is also the one tied to my Coinbase account.
On XX/XX/XXXX, I tried to login to my Coinbase account. But I learned I was locked out my account because I lost access to my XXXX 2factor authenticator app due to the broken phone. Meaning, I still have my Coinbase password, but I no longer have 2fa codes needed for 2factor authentication because the XXXX authenticator app codes were on the broken phone.
Coinbase offers an Account Recovery Process for such a scenario, i.e., when you do n't have access to your 2fa codes. The Recovery Process requires entering your phone number in order to receive Verification code via SMS, which in turn allows you to proceed to further steps like uploading your ID.
There seems to be a glitch in the Coinbase Account Recovery Process because I do n't receive the SMS Verification code in order to proceed to the later steps.
I tried the Coinbase Account Recovery Process several times, in different browsers and after clearing my browsing history and cache. And nothing I did worked. I still do n't receive the SMS verification code and I can confirm that I rcan eceive SMS messages from many other sources. The problem is on Coinbase 's end.
On XX/XX/XXXX, I submitted a Support request. And I received an automated response email from Coinbase in return.
On XX/XX/XXXX, I then received a follow-up note from a Coinbase representative. And the representative 's note showed a complete lack of digging into my issue because it did n't speak to my specific problem, but rather general talking points.
On XX/XX/XXXX, I responded and reiterated what the exact problem was ( of not receiving the SMS verification code ).
On XX/XX/XXXX, I called Coinbase 's Support telephone number two times. In total I waited over 2 hours without ever having spoken with a human agent.
On XX/XX/XXXX, I emailed the Coinbase Support in the email thread and notified the representative that I could n't get through to a human agent. And soon thereafter, I received email from the Support rep saying : " 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. '' It 's now XX/XX/XXXXover a week of being locked out of my accountand my issue is still unresolved. In the interim, I 've reached out to XXXX XXXX on XXXX, I 've continued to try to communicate with the Support representative in the email thread but I have n't received any updates, and I 've sent a separate email to the CEO, XXXX XXXX.
Which means I 'm still locked out of my Coinbase account and thus can not access my money.
And I 'm feeling helpless.
Company Response: Closed with explanation
2018-01-14
Kendall, FL
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-14
Portland, OR
Wrong amount charged or received
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I initiated a {$500.00} bank transfer from my savings account to XXXX trading exchange. This is something I had done successfully before multiple times with amounts smaller and larger. I submitted this request on XX/XX/XXXX. 2 weeks time passed, which is much longer than advertised to clear, and I still had not seen my deposit. However, an additional {$500.00} charge was made on my bank account to coinbase. So a total of {$1000.00} was now charged to my bank, {$500.00} of which I initiated, yet I had not seen anything deposited.
I call Coinbase to get clarification on what is going on. I XXXX the issue, others reported similar stories of being charged twice for a transfer, most of which never got resolved. The ones that did get resolved said they had to file a claim on this website, which is why I am here doing this now.
So I call Coinbase and the woman on the phone tells me it is mandatory to freeze my account, making me unable to log in and access my funds or crypto currency until this is fixed. I have been given zero information on when this will be fixed, but I suspect it will not be addressed until a larger coorporation, such as yourself, applies pressure to Coinbase to fix the issue.
I would provide screenshots of my Coinbase charges on Coinbase.com, but since my account was disabled temporarily until this is fixed - I ca n't access that info.
At this point, I just want my initial {$500.00} deposit returned to my bank account, and for the accidental double charge to be removed. Then I plan to cut all ties with Coinbase and move on.
Please help me get my money back and figure this out - I am at a loss of what to do.
Thank you very much for your time and effort in fixing my problem.
All the best **The screenshot uploaded shows 3 seperate {$500.00} transactions from my Savings Account sent to Coinbase. 2 of which are valid. One was a transfer initiated to their partner site, XXXX, which I never receieved, another was a {$500.00} purchase of the cryptocurrency Ethereum, but one of them was an accidental double charge that I never initiated.
Company Response: Closed with explanation
2018-01-14
Washington, DC
Unexpected or other fees
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: The company coinbase charged my {$16.00} to send {$2.00} to my friend. There was no transparency on the fee being {$14.00} prior to the transaction. That 's unreasonably excessive. I ca n't cancel the transaction either! It 's not fair to charge me way more than what I sent and charging me without my authorization.
Company Response: Closed with explanation
2018-01-14
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-14
Norwich, CT
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-01-14
Pittston, ME
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-14
Bremen, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: on XX/XX/XXXX at about XXXX est, there was a bitcoin sent from a third party to a bitcoin address i provided. the transaction has been confirmed on blockchain and three weeks later coinbase has still not deposited said monies to my coinbase wallet. i sent several emails to coinbase asking where funds were. the first two responses were computer generated and referred me back to their website. after sending the third email on saturdayXX/XX/XXXX, i received an email stating as follows : " Hi there, Thanks for reaching out. 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. '' their customer support site had a message up that stated they were experiencing delays since mid XXXX. however, today that message simply says that the only delays are involving id document verification. this would have me believe that previous delays were handled. however, i checked my account today and my deposit still does not appear.
Company Response: Closed with explanation
2018-01-13
San Francisco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-01-13
Soquel, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I wired out {$22000.00} on XX/XX/2017 from my XXXX account. But it still doesnt show in my XXXX USD Account. I spent plenty of time to contact them by email and calling. But no answer yet. Please help me out what I checked from my bank is it has already been deposited in their bank, please refer to the XXXX # that I got from my bank
Company Response: Closed with explanation
2018-01-13
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: on the XX/XX/XXXX, XXXX was paid out of my account to the account to Coinbase exchange.
These international payments can take up to 3 days but it has now been 9 for me so I can only assume it has been lost.
Previously Coinbase had a section by which a complaint could be lodged, now unfortunately clicking on any link/page of this nature reroutes you to the starting page or their automated bot only.
The payment made to coinbase : the euro equivalent of XXXX GBP on XX/XX/XXXX Reference Number XXXX Recipient 's IBAN XXXX Recipient Name Coinbase XXXX, XXXX.
Bank Country XXXX Bank Name XXXX XXXX XXXX Bank Address XXXX XXXX XXXX, XXXX XXXX, XXXX Recipient Address XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX / XXXX XXXX Paid from my account : XXXX XXXX XXXX XXXX XXXX SORT CODE : XXXX ACCOUNT NUMBER : XXXX IBAN : XXXX BIC : XXXX
Company Response: Closed with explanation
2018-01-13
Belle Haven, VA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX XXXX, XXXX at XXXX XXXX, I transferred my funds from XXXX to Coinbase in the amount of {$830.00} in which the funds were never credited towards my Coinbase account. The status from my XXXX accounts says its been confirmed and sent to Coinbase, however Ive never received the funds in my Coinbase account. The address that was used from to send the funds from XXXX to Coinbase is : XXXX. Ive reached out to both XXXX and Coinbase about this issue multiple times and both companies are telling me to contact the other company because theres nothing that they can do about this situation. Ive attempted to call Coinbase in which I was kept on hold for 2 hours with no response from anyone, along with submitting a claim with their support team in which Ive not yet heard any type of response yet. I have screen shots of the transaction and the multiple complaints Ive made with both companies.
Company Response: Closed with explanation
2018-01-13
IN
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I 've had an account with Coinbase for many years. I have been fully verified for a long time with an account withdraw limit of {$100000.00} per week. Suddenly, on XXXX XXXX, I was no longer able to transfer from my cash balance to my bank. Specifically the error message says " Before you are able to complete this withdraw, you must provide additional information ''. Coinbase already has my passport, DL, SS, address, phone number, linked bank account, etc. and my account is fully verified. I tried reloading my Passport and then my DL. Even though I 'm fully verified, Coinbase 's automated system is requiring additional information, yet rejecting all the additional information I submit. I 've written daily since XXXX XXXX and somehow managed to get 2 different case numbers ( XXXX & XXXX ). Despite my 12 messages directly to Coinbase 's customer support, I 've gotten no reply. I also reached out to Coinbase via XXXX with 4 more messages several days ago. As did my wife with 2 more messages 2 days ago. There 's been no reply.
I would like to be able to withdraw my money.
Company Response: Closed with explanation
2018-01-13
NJ
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I opened an account with coinbase.Com and XXXX XXXX XXXX XXXX is owned by coinbase.
I believe I opened the account in XXXX or early XXXX, I wired XXXX XXXX dollars in XXXX transactions.
With that I purchased XXXX bit coins, XXXX etheric and approximately XXXX light coins.
That was on XXXX XXXX I first purchased XXXX bit coin and XXXX or XXXX light coin on coinbase I than sent another XXXX to XXXX XXXX wired to finish my purchases of which I still have approximately XXXX or XXXX in us dollars still availible in my XXXX XXXX account.
On XXXX XXXX XXXX I tried going on to my accounts and it said contact coinbase something expired.
I called the so called support and confirmed my account was frozen, with no explaination I was told I 'd be contacted by support by email, nothing came so I again called and go the same runaround support will contact me.
So today XXXX XXXX XXXX I called again and was told the more I call the longer I will wait.
I also received XXXX bit cash coins as bit coin split, my account value as of today is Approximately bit coin XXXX Ethereum. XXXX Light coin. XXXX Bit cash. XXXX Grand total. XXXX us dollar value I so annoyed I ca n't trade no explanation I 'm missing out on fluctuations
Company Response: Closed with explanation
2018-01-13
Discovery Bay, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XXXX XXXX I opened an account with coin base. I transferred XXXX worth of Bitcoin to Coin base which it received and confirmed receipt on my account dash board. The transaction has been listed as pending ever since. The pending is highlighted so that you can search the transaction on XXXX. It originally showed my transaction but is no longer showing it. I have exhausted myself trying to contact coin base, which has no phone support. You can only email them and I have with no response. The bitcoin transaction has a low but acceptable miners fee so I do not see what the hold up is. It feels as if I will never get my money. Help me get my money. Thank you.
Company Response: Closed with explanation
2018-01-13
FL
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Let me begin by stating that I am new to digital currency trading. On XXXX XXXX I purchased 1/2 of an XXXX XXXX for {$140.00} and a few minutes later 1/2 of an XXXX for {$140.00} ( see the attached XXXX bank account statement ) I purchased XXXX through XXXX, an online XXXX wallet. The money was not withdrawn from my checking account until XX/XX/XXXX. On XX/XX/XXXX XXXX finally excecuted one of the transactions for {$120.00}. So they must have pocketed the difference between the amount they debited my account and the price of the currency at the time they processed my order. I have read that many people have had the same experience as me, so it does n't appear to be a coincidence. Also, many people are claiming to have a difficult time getting their money out of XXXX. I would like to get the money I invested back. XXXX 's customer service is a robot. So, speaking to a human being is impossible.
Company Response: Closed with explanation
2018-01-13
Federal Way, WA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX, I started a transfer for XXXX $ to my coinbase account from my business account at XXXX XXXX XXXX. I got an email saying the transaction had failed because I did n't have enough funds in my bank account. The email did n't mention it would automatically retry payment. So I just left it because by that time I changed my mind. Then on the XX/XX/XXXX I see XXXX $ has been taken from my bank account by coinbase which I did n't initiate it at all. Those funds have not been transferred to my coinbase or XXXX ( same company ) account since then for me to send it back to my bank account. For the longest time there was n't an option to email XXXX because it kept saying that they are backlogged and when I finally was able to, I have n't received a response. I tried calling them and no one has answered. It seems a lot of people are having problems like this with this company.
Company Response: Closed with explanation
2018-01-13
Queens, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Case # XXXX On XX/XX/XXXX at XXXX XXXX XXXX an amount of {$25000.00} was wired to Coinbase , Inc .
XXXX XXXX XXXX, # XXXX, XXXX XXXX, CA XXXX Country United States As requested by coinbase the following has been verified and to their standard : ( 1 ) Identification ( ID ) has been verified ( 2 ) Incoming wire is in the matching legal name for the wire transfer ( 3 ) Unique reference code is included with the wire transfer for fund identification It is now XX/XX/XXXX and there is no balance on the coinbase account or a return of funds.
I have received ONLY one line of communication since XX/XX/XXXX from support which is 10 Business days after the wire took place on XX/XX/XXXX from XXXXXXXXXXXX " Thanks for reaching out. 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 '' I have tried communicating with coinbase through their support team via ( 1 ) XXXX, ( 2 ) XXXX, and ( 3 ) XXXX.
( 4 ) Have tried calling the help center XXXX ( 5 ) Requested and submitted a form escalation ( 6 ) Sent multiple emails with minimal communication I do n't think its right for coinbase to tie up funds like this. There are numerous other cases like this where people have their funds tied up for weeks with no direct communication. People deserve to know whats happened with their hard earned money.
I understand coinbase has an overload of customers but if you ca n't handle sensitive matters like this in a timely manner, then please do n't take on new customers and set up infrastructure to handle the large influx.
All I 'm asking is to be considerate of everyone that choose to do business with coinbase. Thank you.
Company Response: Closed with explanation
2018-01-13
Department Of State, DC
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX XXXX, I sold XXXX BTC for {$15000.00} on the XXXX cryptocurrency exchange. I then selected to have this money sent to my bank account using ACH. It was to take 3 to 5 business days or 10 total days. It never reached my bank account and there is no trace of it in the XXXX logs. I openned two tickets and have followed up with XXXX most days on this issue. I have called three times to follow up on this issue. Each time they say a specialist is researching it and they will get back to me. I never hear anything. I would like to have my money refunded to me. My XXXX case number is XXXX.
Company Response: Closed with explanation
2018-01-13
Rochdale, NY
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX the virtual currency Bitcoin Cash was added to Coinbase & XXXX exchange. I had a balance of XXXX $ in my XXXX account at the time Bitcoin Cash was added. The price of Bitcoin Cash quickly began to rise so I put in a market order for XXXX $ at XXXX . ( I shouldve received at least XXXX Bitcoin Cash ) But due to the skyrocketing value my market order went through at a price of {$4700.00} $! ( Netting me XXXX Bitcoin Cash ) So I quickly went to sell because at the next moment Bitcoin Cash was at a price of XXXX $ on XXXX and coinbase ( I was supposed to have total XXXX $ if the trade went through successfully. When I went to sell I received the message post mode only. I even tried transferring XXXX coin from XXXX to coinbase and received the message Bitcoin Cash sells are temporarily disabled the price remained at XXXX $ for about an hour then dropped to XXXX $ still not allowing any sells. The very next day the price chart on coinbase showed that the price of Bitcoin Cash had never even been to XXXX $ and not even to XXXX! So they allowed me to buy at an inflated price and not sell at an inflated price. As a multimillion dollar exchange this was a big red flag for me. So I have emailed and called customer service to try to get some compensation because this has not only resulted in XXXX $ immediate loss due to the malfunction but I have not been able to trade other crypto because they told me to leave my Bitcoin Cash there until a representative can fix the issue but havent given me any time frame to do so. I have screenshots of the price and the message when I tried to sell. It would be the best case scenario if they can honor my sell order of XXXX $ due to their mistake. But if they can not honor the sell then they shouldnt honor the buy either because they go hand in hand with one another and Id like a refund of my XXXX .
Company Response: Closed with explanation