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 95
2017-11-23
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-11-23
San Jose, CA
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-11-23
San Gabriel, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX I wire transfer {$25000.00} from my XXXX XXXX XXXX account into XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX has acknowledged that they have accepted wire and they have also confirmed with me that they received the wire and have sent the funds in the amount of {$25000.00} to Coinbase.
On XX/XX/XXXX, I called Coinbase and spoke to a representative. Representative had no clue about a wire transfer and advised that the only way to escalate this matter was to email them at XXXX On XX/XX/XXXX, I emailed Wire Support ( XXXX ) and so far I have not received a response back.
Their website indicates same-day delivery if funds are wire transfered by XXXX, which my funds were wire transfered at XXXX on XX/XX/XXXX.
I would not panic if they would respond to my emails, but after reading online threads I feel very terrified that they been doing this to a lot of people.
Company Response: Closed with explanation
2017-11-23
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Yup sure, since last 10 days my account is temporarily disabled i did go on XXXX and do XXXX to XXXX sending 5 time emails 2 time called on help line support still no response in my account XXXX $ usd .my whole Bussiness is stuck because of coinbase just give me answer how to re open my account .... thanxs to read me ..
Company Response: Closed with explanation
2017-11-23
Raleigh, NC
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2017-11-22
Santa Ysabel, CA
Fraud or scam
Money transfer, virtual currency, or money service: Foreign currency exchange
Complaint: In XXXX of this year I opened an account at Coinbase the most well known exchange for cryptocurrency ( https : //www.coinbase.com ). On XXXX XXXX, 2017 upon trying to do a trade I was asked for re-verification of my identity. as requested I submitted copy of my drivers license, got a notice that verification failed. Tried it a couple of more times. Same result. I called support they said everything looked fine on their end and that they will send it to their next support level. Got an email right away that it will take 4 to 5 business days. In the mean time my account is complete frozen. That was on XXXX XXXX, over a month ago. I have over {$42000.00} in my USD account. Called support three more times. They indicated I need to wait my turn in upper support. I tried to withdraw the funds. I could not. I called to close the account they said I could not until issue is resolved by upper support that there is nothing anyone can do.
Company Response: Closed with explanation
2017-11-22
NM
Wrong amount charged or received
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Complaint against Coinbase On XX/XX/XXXX, I attempted to buy {$200.00} worth of XXXX. I pressed confirm buy but nothing happened. I watched, logged out, logged back in later, still no indication my purchase had gone through. So I tried the purchase again. Immediately my purchase showed up on the screen as confirmed. I assumed the initial attempt to buy was unsuccessful.
Then I noticed that my bank account had been charged for two {$200.00} purchases. I checked my Coinbase account and only one purchase was credited. I called my bank and asked them to reverse the payment for which Id received no credit. They reversed that payment.
Fully one week later on XX/XX/XXXX the initial purchase, for which I 'd had no confirmation, finally showed up in my Coinbase account. But by then my payment had been reversed. I contacted my bank but they could not reverse the reversal.
Today, I found that Coinbase took back {$200.00} worth of XXXX out of my account but did it at todays Bitcoin price causing a loss to me. This was a problem caused by a failure of their system. I should not incur a loss because of their error.
Now my Coinbase account is locked. I ca n't buy or sell. I ca n't set up a new payment system. I 'm totally stuck.
I 've tried repeatedly to contact Coinbase Customer Support with no success. They have no phone number to call. The email address for customer support no longer accepts messages. I 've repeatedly communicated through their online customer support contact system without success.
Company Response: Closed with explanation
2017-11-22
AR
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Company Name : Coinbase/XXXX XXXX XXXX : XXXX XXXX Hello Sir, Me and my husband are customers of Coinbase/GDAX and have been using their services since XXXX was going well and had made many transactions in Buy/Sell of XXXX Currencies like XXXX, Bitcoin and XXXX.
Unfortunately on XXXX both our accounts were locked and hence sent out an email to the XXXX support, but didnt receive a response and hence forth I called up to their number by doing a google search which shows as below. In fact, the below number popped up first the day searched, as I have already complained to XXXX and also updated XXXX and XXXX and in XXXX forums to alert everybody now it shows little below and also a new number has been created.So basically the number is a SCAM which nobody couldnt realize as it clearly stated XXXX support.
XXXX - SCAM number https : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX https : XXXX https : //blueprints.launchpad.net/mistral/+spec/coinbasetusupport http : XXXX ( XXXX XXXX XXXX!
XXXX : XXXX When you hit XXXX for XXXX support, this is what pops up : XXXX : XXXX? XXXX & XXXX & XXXX & XXXX & XXXX ... XXXX ... XXXX ... XXXX ... XXXX XXXX XXXX XXXX XXXX & XXXX & XXXX & XXXX ... XXXX ... XXXX ... XXXX As a worried customer, I called the above number XXXX where they said they are XXXX support and would help me get into my account and also help me put my account into secured servers to avoid future issues.
However, they remotely connected and found that our accounts were locked and told me to wait for few days and on and off were following up on phones.
We got our accounts access back on SAturday XXXX and XXXX the scammed guys took control over my computer remotely and stole my BTCs.
I realized that they are scamsters and reported to XXXX in two hours when the unauthorized transaction occurred and requested them to stop it but they stated that the trasanctions are irreversible and they wont be able to do anything.
The transaction was remotely done which obviously shows our HOME IP address only and also obviously my login etc and hence Coinbase/XXXX blames it upon us for the unauthorized transaction that we are resposible for everything and they couldnt issue any refunds.
We had XXXX BTCs which were approximately worth {$14000.00} on XXXX which are little more priced today.Its not a small amount for us to let go and take the blame upon this.
I would clearly want to state these points over here : SECURITY ISSUE 1 : An email to be sent for a confirmation from the customer, atleast once the transaction is initiated.
The scammers/hackers are quiet intelligent enough to hack 2FA code and also would like to let you know at times if we login from the same computer it doesnt ask for 2FA code which happened in my situation [ Please check on my logins for proof ] So email would be an alternate option.
SECURITY ISSUE 2 : When customers store such a huge amount in the WALLET [ ACCOUNTS ], an external security is much equivalent to internal code security!
As the company maintain a team for internal security, Iit is necessary to maintain an external security on the scams happening around using the company name and to check around atleast what is showing upon google.
Generally huge companies like COINBASE, should atleast alert customers on the genuine phone numbers of theirs and to clearly update that they dont have any alternate numbers or not to believe any calls which say they are calling from Coinbase.
This issue is one serious issue when they are holding huge amounts of customers in the WALLET.
SECURITY ISSUE 3 : Also every customers who invests/trades in BTCs might not be an intelligent/technology geek and they cant expect them to read long length of terms and condition especially related to security. There might be old people, non-technology geek people, newbies for crypto.So such emails would definitely make them to be alert and stay secured.
They cant expect every customer to be a Technology/Cryptocurrency Geek to completely take care of the accounts, atleast a minimal email alerts to let them know on how to take care of the accounts would be great.
SECURITY ISSUE 4 : I understand they have a large flow of inmails but when customers like me are devastated with loss, its hard to get to reach of customer care and get an answer on such fradulent activities.I atleast called less than 2hrs before to stop the transaction [ I know its irreversible ] SECURITY ISSUE 5 : When the Website source code which enables the security for 2FA an addition of valitiy on email for transactions would also be good.
I have done my research on the transaction and the transaction clearly states the IP address was not mine, which I have a proof of.
However based on these external issues which company is also responsible for, I request for a refund of my lost BTCs on our accounts.
Note : My mobile company records the calls and all the phone conversations were recorded.
From my end as A GOOD SAMARITAN : I called XXXX to udpate the FRadulent issue and requested them to remove these numbers as they are part of scam and many users might fall victims for this. -- - I have call records for this.
I even alerted the remote control company the fraudsters used to access my systems. [ connectwise.com ] This is the XXXXP address of the transaxtion which is not my HOME IP : XXXX Address XXXX Current Balance XXXX Wallet Name XXXX # Transactions 11 Most Recent Known Output None Total Received XXXX Most Recent Known Input bitcoincopy - XXXX First Transaction XXXX XXXX Website Appearance Last Transaction XXXX XXXX Website Country Last Transaction IP XXXX Website Description Also i took the initiative to update in all the forums about these fraudulent activities and scammed numbers.
XXXX!
Company Response: Closed with explanation
2017-11-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: Bank transfer sent by SEPA payment to Coinbase on XXXX XXXX 2017, my account has still not been credited
Company Response: Closed with explanation
2017-11-22
Manhattan, NY
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-11-22
Anaheim, CA
Other service problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: Hi, I opened an account with coinbase. Their online XXXX system only works if you have driving license. I do n't. One day my account gets frozen and I am being told to unfreeze it I need to verify my documents. Their system is badly built with the section where I can submit my documents does n't work if the account is frozen.
This has been going on for 2 months now - i even called their CS but they keep telling me that specialist will call me and nothing.
No one is responding to my emails either.
Company Response: Closed with explanation
2017-11-22
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I live and work in XXXX and I hold an Iranian passport.
My Coinbase account has been block after I tried to verify my identity with my Iranian passport on XX/XX/XXXX.
Before, I 've verified my Identity on Coinbase with my XXXX driver 's licence and my bank account and then started trading with no problem. After few days I was asked to provide one more government issued ID to double verify my identity. so I submitted my Passport.
As the result, my account has been blocked, claiming I tried to log in from XXXX! The moment this happened I was in XXXX, XXXX enjoying my holidays. Which proves the excuse for blocking my account to be an absolute false claim.
Since then I have no access to account nor my money. In total XXXX Euros and about XXXX Bitcoin I 've emailed 5 times, called customer support 3 times and I 've got no response at all. I even submitted the following documents as the evidences of my residency in XXXX on XX/XX/XXXX.
- my Driver 's licence - my work/residence permit - Residence registration certificate issued by city hall in XXXX, XXXX - electricity bill - Heating bill - my Credit Card statement below is the message I received every time I try to login to my account : " Our records indicate that you have attempted to log in to your Coinbase account from a country in which Coinbase is prohibited by law from doing business ( XXXX ( XXXX XXXX of ) ) per the sanctions imposed by the U.S. Treasury Departments Office of Foreign Assets Control or other governing bodies. As a result, your account has been restricted. ''
Company Response: Closed with explanation
2017-11-22
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2017-11-22
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: Am an XXXX customer of the digital assets broker coinbase ; did a eur withdrawal of XXXX eur on XX/XX/XXXX XXXX XXXX and was expecting to receive the money in my verified XXXX banking account on XX/XX/XXXX. Today, XX/XX/XXXX am still waiting for my eur withdrawal to arrive.
Despite several attempts and messages using all the possible digital channels ( email, support.coinbase, XXXX, XXXX ), all i got has been a generic message from a couple of coinbase support team members more offensive than helpful like " XXXX from XXXX, Im going to reach out to someone on the team and see if they can provide me with a resolution or more info. Expect a follow-up from me within 24-48 hours. " or a generic " 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. '' This is not the kind of responses one expect from coinbase, moreover I have a verified account in place since XX/XX/XXXX. I will also provide formal complaint to the XXXX XXXX Police and inform my bank 's fraud department so they can decide wether to inform their customers of the risks implied in operating w/ coinbase and its associated banks ( XXXX for XXXX customers ).
Company Response: Closed with explanation
2017-11-21
NY
Fraud or scam
Money transfer, virtual currency, or money service: Mobile or digital wallet
Complaint: On XX/XX/XXXX I attempted to purchase {$2000.00} in bitcoin from Coinbase inc. Their mobile app froze and i went to do it on a computer. Unknown to me they duplicated the transaction. So instead of {$2000.00} it was {$4000.00}. I contacted them to explain for which they told me tough luck. I contacted my bank to alert them and they took steps to stop the duplicate. However according to a support specialist at coin base, they decided to take {$2000.00} from me to cover that transaction. This makes no sense as my account went from {$4000.00} bitc coin to XXXX. Im not sure why they took the othetr {$2000.00} our and when I asked them where the money went nobody knows. So basically they stole money from my account and made is mysteriously disappear.
Company Response: Closed with explanation
2017-11-21
Hamburg, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XXXX XXXX, XXXX I opened a coin base account and transferred {$5000.00} into my XXXX wallet within the account and purchased XXXX XXXX coins for {$3000.00}. After this I transferred XXXX back into my bank no problem. so now I am left with {$3500.00} in my XXXX wallet and about XXXX XXXX coins. After this for some odd reason I was unable to move my money from my USD wallet back to may bank and I was unable to sell my XXXX. whenever i would attempt to make a transaction within my account a message would appear : " Before you will be able to complete this withdrawal, you must provide additional information at https : //www.coinbase.com/ssn ''. Then I proceeded to the link and provide my information. I provided my information correctly multiple times however, coin base system will not verify my identity even though I am who I say I am. So now after developing distrust with coin base my moved my XXXX to a different virtual wallet, but my XXXX is still left locked within my coin base account. Coin base has been terrible with trying to help me. they say their " specialists '' are taking a look into my case and when i ask them who the specialists are and where their offices are they have no answer. I would juts like my XXXX in my XXXX wallet back into my bank.
Coinbase : " We have been experiencing a high volume of escalated cases recently and would like to thank you for your understanding and your continued patience while we review your account. XXXX # XXXX If your request is cleared, well send you an email. ''
Company Response: Closed with explanation
2017-11-21
Jersey City, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I submitted an transaction on Coinbase to transfer XXXX litecoin from my coinbase account to my hardware wallet address on XXXX XXXX. It 's now 6 days later and the transaction is still pending and the transaction hash is not on the blockchain. I 've made multiple attempts to contact coinbase support to get this fixed and they 've been unresponsive no matter the avenue I try to contact them through ( coinbase support email, XXXX support email, XXXX, XXXX etc ).
Company Response: Closed with explanation
2017-11-21
NY
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: my coinbase account was restricted and they say that I am under XXXX when I have sent them my drivers license many times I was born XX/XX/XXXX.
Company Response: Closed with explanation
2017-11-20
N Haven, CT
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I have been an customer of Coinbase.com for the past year. I wire transferred numerous times back into my bank account. In this most recent one on XXXX XXXX, 2017 at XXXX XXXX the funds of {$1000.00} never entered my bank account. I gave them a week and called Coinbase. They said that it went through, contact your bank. I contacted XXXX XXXX and they told me their wire transfer department does n't see the bank wire on their end, and to get them a federal reference number. I then contacted Coinbase again to ask them for the Federal reference number for my bank wire and they replied, " we have moved your issue to a specialist, and moved to top priority. '' Now a month later i called back for a fourth time regarding the disappearance of my money, and they hung up on me. Their company is so backed up with calls that when you call them it says to call again later. I have also reached out to them via email. I have no idea if they even got to my problem.
Company Response: Closed with explanation
2017-11-20
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: So I was buying {$260.00} of Ethereum off the site " coinbase.com '' on XX/XX/17 and after doing so, it said my money was pending for 3 days however I can accelerate the process by adding my ID in which I went to do however, their automated system could not read my ID and their system automatically locked me out of my account. I then proceeded to send them an email and call them in which they replied with they have " escalated '' the support ticket however after reading online this seems to be something they say alot and there are people that have been waiting MONTHS for a reply.
Company Response: Closed with explanation
2017-11-19
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I made a XXXX transfer for XXXX to Coinbase on XXXX XXXX 2017 Payment was sent from my XXXX XXXX account and Coinbase received it but its not showing on my Coinbase account.
Its now 14 days since the transfer with no funds showing, I have made multiple calls to which Im told its passed on to the correct department but I havent heard anything.
All emails go unanswered.
Company Response: Closed with explanation
2017-11-19
Rochester, WA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I recently transferred funds from coinbase to XXXX ( XX/XX/XXXX ) and the funds went through. I then transferred the funds to my XXXX address XXXX and see that my transaction is pending in coinbase but says sent in XXXX. When I grab the transaction hash from XXXX it shows that it is invalid. Left 3 trouble tickets XXXX ( case id : XXXX ) coinbase ( case id : XXXX and XXXX ) and called support afterwards they told me they would look into it and 4 days later nothing no transaction on the blockchain. Support told me to submit a ticket which I have and of course they never respond. I transferred XXXX litecoin and really want get rid of my coinbase now but am stuck dealing with this. I 'm not about to lose XXXX and still need to send XXXX litecoins but am afraid they will be lost too. When i entered the txid hash provided it shows invalid on the blockchain XXXX XXXX XXXX XXXX XXXX also shows 0 confirmations in coinbase. I feel this is the only means to try and get this resolved.
Company Response: Closed with explanation
2017-11-16
Money was not available when promised
Money transfer, virtual currency, or money service: Virtual currency
Complaint: I am trying to make a transfer from a Bitcoin 'Vault ' to a Bitcoin Wallet. The transaction is not allowed to go through, as it says there is another transaction in progress.
The problem is that it is impossible to be any other transaction in progress. Any 'Vault ' transaction should automatically cancel after 48 hours ( as per their security rules ). The last time I made a transaction was in XX/XX/XXXX ( now XX/XX/XXXX ), hence, should be nothing currently in progress.
I have contacted support, several times, and since XX/XX/XXXX they have stopped responding to my messages. The problem still continues ( XX/XX/XXXX ).
Company Response: Closed with explanation
2017-11-16
Madison Square Sta, NY
Managing, opening, or closing your mobile wallet account
Money transfer, virtual currency, or money service: Mobile or digital wallet
Company Response: Closed with explanation
2017-11-15
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Regarding case # XXXX Hi, on XX/XX/XXXX I have transferred an amount to Coinbase. After several days this amount still was n't processed. I have contacted them through their customer support. The reply I got was that the name/account did n't correspond with their account details and thus, the money was supposedly returned to my bank account. After a week the money still was n't returned and I started to send messages to follow up this matter. A very late response ( after a week ), they needed my details to investigate the matter.
Each reply I got from Coinbase it took several days. I almost immediate responded, but then the response kept being longer and longer. The attachment I enclosed is the proof.
It 's been almost 2 months now and the money still have n't returned. Their last reply was from 2 weeks ago. this casenumber XXXX as stated above is from Coinbase itself. There they find ALL the details of the transaction. I ca n't imagine any professional company that holds onto other people 's money for such a long time.
Company Response: Closed with explanation