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 83
2017-12-23
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Dear all, I had a very small amount invested at Coinbase. On XXXX XXXX at XXXX XXXX PST, I 've done a withdrawal from my EURO wallet at Coinbase in the amount of XXXX with the reference number XXXX. Coinbase stated that the money would be in my bank account latest by XXXX XXXX. Almost 10 days have passed and the money did n't arrive yet.
I 've tried to contact Coinbase via mail already two times, but their e-mail support is under heavy workload, means no answer to my case. I also called their hotline twice, and no one picks the phone - even after 30+ minutes waiting time.
I 'm really lost in terms of what I could do. One person suggested in a Forum to reach you and ask for help on how to proceed. I hope you can give me any indication regarding what I could do to have my money back.
Many thanks, XXXX
Company Response: Closed with explanation
2017-12-23
N San Juan, CA
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: The issue is happen in XXXX XXXX, 2017. I am a foreign people who are using the Coinbase service to purchase cryptocoins. I can able to purchase and sell coins before XXXX. However, the policy changes on XXXX without any notification. I am required to provide a SSN in order to sell ( or buy ) the coins. Since I am not holding any SSN and coinbase does not inform about the SSN issue, all of my money in coinbase in locked ( around {$3000.00} USD, all of my fund are come from my parent as a gift ). I can not able to withdraw and input any dollar inside, and they are holding all of my coins. If coinbase needs to modify their policy, they should first notice to the customers first or they should n't give a open account to foreign people. I am asking to temporary open buy/sell platform for 7 days in order to sell all of my cryptocoins. Otherwise, coinbase is taking my property using cryptocoins
Company Response: Closed with explanation
2017-12-23
Chicago, IL
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XX/XX/XXXX i sent {$100.00} from my XXXX XXXX wallet to my coinbase bitcoin cash wallet. The money was deducted from my XXXX wallet, it never showed up in my coinbase wallet.
Company Response: Closed with explanation
2017-12-23
Gastonia, NC
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XXXX XXXX, XXXX, there was an attempt to transfer XXXX Litecoin from the cryptocurrency exchange XXXX ran by Coinbase, to the cryptocurrency exchange Binance. To transfer cryptocurrency from one exchange to another, it should take only as long as the blockchain takes to confirm this transaction, as no bank processing is involved. Stated on the Litecoin blockchain explorer site, transactions are confirmed after six transactions. Currently, XXXX XXXX, XXXX, my transaction has XXXX confirmations and still counting. My LTC transaction hash is, XXXX. By searching this hash on, XXXX XXXX XXXX the transaction can be found. XXXX Litecoin is roughly equivalent to {$1300.00}, which is a decent amount to be missing for 10 days now with absolutely no response from the company. I sent the company a support ticket but still have not received a response, and the problem seems to be shared across a lot of users according to social media.
Because there has been no type of response or acknowledgement of this issue, I am afraid my funds may not reach my account. I would like to know more about filing a lawsuit against Coinbase and XXXX for financial mismanagement. If this can not be done, I am curious as to what regulatory standards this company is being held to concerning their legal financial management.
Thank you.
Company Response: Closed with explanation
2017-12-23
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: Hello, my name is XXXX XXXX I live in XXXX and today I find the courage to contact you to help me with a financial problem I encounter with Coinbase ( www.coinbase.com ). For months I 've been using my credit card and using some of the services the company offers without the slightest problem. On XXXX I sent a bank wire transfer to certify my bank account as it was. The problem I faced for the first time is when I asked the company to send me a wire transfer from my Coinbase account to my bank account at XXXX. The amount was XXXX on XXXX XXXX, XXXX. As isknown, XXXX bank transfers do not take more than three days to complete unfortunate but in my case still the amount I asked not only did not pass into my my bank account but obviously they have not even tried to send that money! I have tried to make a phone call with them but unfortunately I could not wait as I was waiting for more than three hours, I also sent email but still did not answer me until today when I sent this request. That 's why I asked for your help! I have attached my ID, my bank account information as well as pictures from the Coinbase system where they show the process I have executed with the exact amount of my details and the bank account! If you need more information please contact with me, me email is XXXXXXXXXXXX and my phone number is XXXX or XXXX Best regards XXXX XXXX
Company Response: Closed with explanation
2017-12-23
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I have XXXX to Coinbase on XXXX XXXX. On Coinbase website, they received the payment but set the status of it to " Pending '' and a message showing that the amount will be available on XXXX XXXX.
On XXXX XXXX, I opened a case with the Support and still did n't get any reply from their support team. Today is XXXX XXXX and the case is still open.
Company Response: Closed with explanation
2017-12-23
Federal Way, WA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I create a account with coinbase on XXXX/XXXX/XXXX I bought : " XXXX bitcoin '' worth XXXX dollars And i also bought " 2 '' ethereums worth XXXX dollars And for some reason since the first day they transfer the money from my bank to coinbase account I was not able to sell pr buy more of any virtual currency ... i kept trying and trying and nothing Finally I called them up to this phone number XXXX ( XXXX ) XXXX and talk to them about the problem on tuesday XXXX/XXXX/XXXX They told oh its okay we are going to guide you to the process to make a new account ... and they start " guiding " me to send my funds ( by this time my funds where XXXX dollars for bitcoin funds and XXXX dollars for ethereum ) to my " new '' account and then after i sent my funds where they told me to do so.. they say in a few hours we are gon na send you an email with the link to your new account ...
I say ok ....
And like 2 hours later the same guy that helped me ( XXXX XXXX ) called me up from this phone number XXXX XXXX XXXX XXXX XXXX asking me if i received that email ... i said no not yet ... then he said ok you 'll receive it shortly ....
i called him an hour later asking him about that email, he said just call me tomorrow because our services hours are out ...
I called him next day asking him about the email he said that he didnt remember me ... start asking my info .. i gave it to him ... and all the sudden he hang up the phone ... i tried to call his number and the line didnt ring at all ... after that i call him on the other phone number ... same guy answers and I say heyy what happened to the other line? He said that line was down .. i said ok well explain to me about my new account ... he said oh my manager will talk to you about it ... i start talking to the manager he said for me to be able to open my account i had to deposit XXXX on my coinbase account .. i said i dont have that money ... he said ok well then you wont be able to recover ypur account until you deposit XXXX and hang up on me .... after that he texted me from this same phone number that i will receive that email in 48 hours .. i havent received any email and i try to call him several times and it seems like they blocked me ....
Company Response: Closed with explanation
2017-12-23
OR
Confusing or missing disclosures
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I hold virtual currency in a XXXX XXXX provided by Coinbase.com.
To withdraw funds from the XXXX XXXX I must respond to one request for authorization that is sent by Coinbase.com to each of two separate email addresses I provided to Coinbase.com for this purpose when I set up the XXXX XXXX.
Unfortunately I am unable to access the second of the two email accounts I provided for this purpose and, though I am actively trying to recover access to this email account, I CAN NOT AFFORD TO WAIT FOR IT 'S RESOLUTION BEFORE I NEED TO ACCESS MY COINBASE.COM XXXX.
On XXXX @ XXXX XXXX PST I contacted Coinbase.com with a request to fix this problem and received an automatically generated response which states " Thank you for submitting your request. Due to increased volume it may take several days to receive a response. '' This is not a response that is appropriate to a company entrusted with the management of customer funds.
Company Response: Closed with explanation
2017-12-22
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-12-22
Unauthorized transactions or other transaction problem
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: Missing SEPA withdrawal since XX/XX/XXXX - Initiated SEPA withdrawal of XXXX from Coinbase to my bank account on XX/XX/XXXX XXXX CET - Promised completion of this transaction XX/XX/XXXX - Support ticket created XX/XX/XXXX - > Still waiting for any response or action - Transaction shows still " pending '' in Coinbase account
Company Response: Closed with explanation
2017-12-22
Wichita, KS
Managing an account
Checking or savings account: Other banking product or service
Problem making or receiving payments
Company Response: Closed with explanation
2017-12-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I have transferred XXXX EUR through a XXXX XXXX transfer to Coinbase on XXXX XXXX XXXX. The full amount was received by Coinbase on the XXXX XXXX. This is visible on the Coinbase dashboard. However the funds show the status " pending '' since then and have not been credited to my Coinbase EUR wallet account. I contacted customer support multiple times and raised support cases on their website, but never got a response from them.
The transaction ID stuck in " pending '' state is : XXXX
Company Response: Closed with explanation
2017-12-22
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-12-22
Bozeman, MT
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I had my account locked for over a year and now want access since the number of bitcoin there is worth a good sum of money. I have been waiting for the " specialist '' to help me for a while and nothing so far.
Why does it take this long to response an issue? XXXX does n't care about its customers and is greedy.
Company Response: Closed with explanation
2017-12-22
NH
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX, I attempted to log into my Coinbase.com account. Because I had not used it in a long time, I no longer had the two-factor authentication app to complete the login. I utilized their identity verification service on both XX/XX/XXXX and XX/XX/XXXX to attempt to regain access to my account. In both cases, I was notified that verification had completed successfully, but the two-factor authentication prompt was not removed as it was supposed to be.
On XX/XX/XXXX, I contacted Coinbase support via e-mail to resolve this issue. They told me to go through the ID verification process a third time. I did so as soon as the service was working properly ( XX/XX/XXXX ) and never received a response. After waiting a week, I tried again on XX/XX/XXXX. I have still not received a response to either of these verification requests.
I have been prevented from accessing my virtual currency for 15 days at this point, and my only way to contact the company to help is via e-mail. They can take days to respond and the responses appear to be pre-written messages that do not help my situation.
Company Response: Closed with explanation
2017-12-22
OR
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/XXXX, I sent XXXX Bitcoin Cash to Coinbase witht he intent to sell it into my USD wallet. Coinbase accepted my transaction, but when I went to sell the BCH moments later it would not allow me too, citing that it was disabling buys and sells. I signed up for updates to the problem, but never recieved any updates, and watched my account value drop by over XXXX dollars. I never found any updates by coinbase that buys and sells were working again, but just kept trying, and was successful on XX/XX/XXXX, late in the afternoon. On XX/XX/XXXX, I bought Litecoin on coinbase, and tried to sell 5 minutes later, recieveing the same disabled notification for buy 's and sells, citing volume.
Coinbase is systematically ripping people off, and should be held accountable for their inability to protect our funds and function when it benifits the users that trusted them. Currently, coinbase only seems to funtion or fail when it benifits them, and the trend is consistent.
Company Response: Closed with explanation
2017-12-22
Allendale, CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-12-22
Gloucester City, NJ
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been a customer with Coinbase for 4.5 years. On XX/XX/XXXX I requested that my account be locked until XX/XX/XXXX because my laptop was stolen from me and I was paranoid that my account would be accessed. On XX/XX/XXXX, I e-mailed support Coinbase to determine the steps needed to unlock my account. I have not received any further e-mails from them since. I have called, waited 1hr and 30mins on hold and was connected to a employee who said that my support ticket would be pushed to a specialized team to handle my issue. It has been 10 days since that support call and still no contact and still no access to my account. During my time locked out of my account the value of my account holdings has risen and fallen over {$20000.00}.
As a Coinbase customer for 4.5 years, with high value holdings I thought I would be treated better than a month wait time on what should be a simple request for my account to be unlocked.
Company Response: Closed with explanation
2017-12-22
San Jose, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-12-22
Federal Way, WA
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: I have a problem with getting my identity verified at Coinbase. It was not a problem the last few months but now it appears that they do n't know who I am. I have been unable to perform any transactions at all. I am unable to sell any XXXX, XXXX, or XXXX. I noticed about 6 weeks ago that I essentially lost control of my money and assets. After a few weeks of trying to use their online solutions, I became fed up and sought the assistance of a real person. I called at least 5 times and waited over 30 min on hold each time with no answer. Finally I just wrote an email and received a return email that said they would get back to me when they can. I have lost all buying and selling opportunities for the last month and a half. I am also unable to withdraw any funds to my bank account. Funny thing though, I tried depositing into the account from my bank account and apparently they knew me well enough to receive my money and take the deposit. I sent the email on XXXX XXXX and received an email the same day saying they will get back to me later.. I would like to have access and control over my own account and to not be locked out and ignored. Customer support is a complete joke and it feels as though they have just taken everything from me and could care less
Company Response: Closed with explanation
2017-12-22
North Hollywood, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I purchased an option from XXXX back on XXXX XXXX, XXXX for XXXX btc using my coinbase wallet. 3 hours later I won my option and funds and earnings were returned to coinbase three hours later and documented by the bitcoin blockchain. I never recieved a credit to my account for XXXX btc and from my research of the blockchain can see my money was sent from coinbase into some coin tubbler service. I have reached out once last year and never recieved a follow up from the coinbase research team. I contacted them again yesterday XXXX/XXXX/XXXX asking for my money to be returned. I have still not recieved a reply so I 'm seeking your assistance.
Company Response: Closed with explanation
2017-12-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I am an XXXX citizen, and I have a complaint relating to Coinbase.
The problem started when I decided to withdrew my money, XXXX euro. It was on XX/XX/XXXX. I paid a fee of XXXX euro, so I have to receive XXXX euro via XXXX transfer. On XX/XX/XXXX, they put my withdrawal on " Pending '', and I did n't received my money. I asked them information on XX/XX/XXXX, and I received only an helpless computer answer. I wrote again to ask information on XX/XX/XXXX and XX/XX/XXXX, without answers. Today XX/XX/XXXX, I fear I am loosing my money so I 'm searching for help
Company Response: Closed with explanation
2017-12-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-12-22
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/XXXX I send a SEPA payment to a company located in XXXX XXXX CA, called Coinbase to add funds to my account. This was XXXX ( Euro ), I got an E-Mail that my account was not verified thus they could not accept the funds and would send it back, which was odd because I tested out 1 and when I experienced it worked I added this amount. I made sure to verfiy my account and send another XXXX in 2 payments of XXXX thinking the initial XXXX would return anyway, these last 2 payments had no issues I must admit.
So I first contacted support on XX/XX/XXXX and when I noticed I did not get any response I pulled the XXXX from them which I received without any issue but still no sign of the XXXX they were going to send back.
on XX/XX/XXXX I once again contacted support asking them to answer my initial question, I must make a side note that they claim to answer within 48 hours.
On XX/XX/XXXX I got an automated message asking wether the issue was solved or not.
On XX/XX/XXXX I responded telling them it was still not solved.
On XX/XX/XXXX I got a response in which they apologised for taking so long to answer but besides this apology nothing else was stated in the response.
I directly responded that their response was irrelevant and did add nothing.
They immideatly responded, telling they were looking in to the case with a team of specialists and they would contact me soon.
This did n't happen I contacted them three times within 2 months before I got a response of platitudes.
at last on XX/XX/XXXX they asked me for some details which I sent to them and they told me again to look into it with a team of specialists and contact me.
Again they did not contact me and today XX/XX/XXXX I contacted them asking why it takes so long, in the mean time I file a complaint with you.
I have contacted their bank which forwarded me to my own bank saying my bank could help me and they could not.
I contacted my bank and they told me the only thing they can do is send a formal request to Coinbase requesting the funds but it is a request which such companies usually ignore. at this point I was discouraged and did not take any other steps.
Company Response: Closed with explanation
2017-12-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: On theXX/XX/XXXX I transfered XXXX to Coinbase from my bank account ( XXXX XXXX, which should take 2 business days, as it was a XXXX. My bank says that coinbase have the money, but it is not showing on my Coinbase balance.
I have contacted Coinbase, and logged this issue with them ( XXXX ) I did this on theXX/XX/XXXX They sent me an email back which was of no help, saying just to wait and see what happens.
I am very worried that I have been a victim of fraud. I hope you can help me.
Company Response: Closed with explanation