ComplaintsforCoinbase, Inc

Financial Services

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Coinbase Inc. was created in September 2013. A review of complaints
was completed in May 2024. Complaints on file state issues with cashing out their balance and
concerns of restricted accounts with alleged no prior notice.

BBB recommends consumers to review Sell crypto and cash out your balance and Lock or unlock
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Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My identity was stolen coinbase took 9765 from me the hacker did
Business response
06/24/2024
Hi *******,
We hope youre doing well upon receiving our response to your BBB complaint.

We understand your concern about this incident. Weve reached out to you via support case #******** to further assist you with your inquiry.

Please reply to our email if you have further questions, and we will be more than happy to assist you.
Customer response
06/24/2024

Complaint: 21872956

I am rejecting this response because:

Sincerely,

*****************************
Customer response
06/24/2024
I want refund
Business response
06/25/2024
Hi *******,
We have reached back to you through your support case #******** and provided another update regarding your request. Thank you.

Best,
Coinbase Support
Customer response
06/25/2024

Complaint: 21872956

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Oct. 7, 2022 I purchased $250. in bitcoin, which amount was withdrawn from my credit union the same day under confirmation ZC555M5C. I moved from **************** to ***** in 2023 and could not locate my coinbase password or information. A few days ago, I searched and located credit union statements which clearly shows payment taken by coinbase on Oct 7, 2022. When I received an email from coinbase this year, it showed $0 in my account which has caused me to question the whereabouts of the bitcoin I purchased. I checked my credit union statements for Nov and Dec 2022 and Jan, Feb. March, April and May 2024 and no refund has been received from Coinbase. I emailed them which email was returned as undeliverable. I called their number ************ today and was told "phone support unavailable go to help.coinbase.com. I have been to that website several time in the past week with no results. Please help. Thank you. I am looking for payment in bitcoin prices today or a refund of the same amount, which is why I chose "delivery" and "refund". Please reach out with any questions. Thank you.
Business response
06/21/2024
Hello *****,
We understand your concern regarding the missing deposit on your account. Our team is investigating and any updates will be communicated through your support case #********. Thank you.
Regards,
Coinbase Support
Customer response
06/24/2024

I confirm that I have sent a photo and photo ID to ********************** today.

***************************
Customer response
06/26/2024
Today the dispute with Coinbase was resolved to my satisfaction. After I jumped through numerous hoops, they finally transferred my funds into my proper account.

You may close the file.

Thank you.

***************************
Initial Complaint
06/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have - total of $16 in cryptocurrency and I dont recall signing up for ***** service of Coinbase one. This is ridiculous to not give a refund out of 2 months I was charged. Anyone in there right mind will agree Zero use for this service with $16 total in cryptocurrency at Coinbase. I explained this needs to change as I presume Coinbase is collecting this monthly fee on unsuspecting people like myself. What kind of sham business isnt refunding low dollar customers that have no use for this service! Need to have a minimum amount of cryptocurrency in order to get this service. Bad business dealing on unsuspecting customers in order to pad the business bottom line. Coinbase you ought to be ashamed very ashamed of itself.
Business response
06/18/2024
Hello *****,
We understand your concern regarding your request for Coinbase one reimbursement. Our team is reviewing your account and any updates will be communicated through your support case #********. Thank you.
Regards,
Coinbase Support
Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I started an account with ********************** wallet and put money into the account and when I attempted to withdraw money from the account they told me that I owed taxes and would have to pay taxes directly to them instead of to the *** or they would freeze my account until I paid them. They are holding my money hostage from me
Business response
06/17/2024
Hello ******,
Thank you for reaching out on your concern about someone asking you to pay taxes.

Weve created a support case for you and have sent you an email containing more information regarding this concern. Your support case number is #********.

If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you for working with us on this.
Regards,
Coinbase Support
Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Coinbase has suspended my account again for a review after being reviewed and approved one day before being review again. This exchange has become unsafe to store your money and trade safely. They do not even provide case ID or anything. Their chat wont work, calling support doesnt help either because they only say that their other department will do as soon as possible without any case ID sent to the email.
Business response
06/18/2024
Hello ******,
We understand your concern regarding the restriction on your account. Our team is investigating and any updates will be communicated through your support case #********. Thank you.
Regards,
Coinbase Support
Initial Complaint
06/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Coinbase is a cryptocurrency online trading firm. They are holding my last $700 or so in my account and they will not close my account or send me my funds. I have exchanged numerous emails with them for over a year. They will not call me. They will not connect me to a manager. They ignore me. *** sent them my banking info and tax returns and they still wont give me my last few hundred dollars and close my account. Reference ********************** case ********
Business response
06/17/2024
Hello ******,
We understand your concern regarding the restriction on your account. Our team is investigating and any updates will be communicated through your previous ongoing case #********. Thank you.
Regards,
Coinbase Support
Customer response
06/17/2024

Complaint: 21854892

I am rejecting this response because: I have been waiting over a year for my last $700 to be released to me. I am in poor health and my family needs this money. I want to sell my coins and have the cash transferred to my linked checking account via ach. There is no reason for any further delays. I can send you any tax returns, although I believe I already have.

Sincerely,

***********************
Business response
06/18/2024
Hello ******,
Thank you for reaching out regarding your request to close your account and withdraw its remaining funds.

Your ongoing review of your account has not yet been completed; thus, we're still asking for some documents for you to submit. Please reply to this case directly (case ID ********* to ensure your account will be taken care of.

If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you for working with us on this.
Regards,
Coinbase Support
Customer response
06/18/2024

Complaint: 21854892

I am rejecting this response because:
I have already submitted a number of explanations in email and uploaded documents including tax returns What else do you need specifically? Tell me. Below I will summarize: yet again. I want my money Its not yours Close my account and send me my funds please
I retired in 2014 from being a Director at a large shipping company to care for a special needs son, a daughter with debilitating OCD and 2 ailing parents. I invested my money with TD Ameritrade in *********** bonds primarily. Then in late 2017 I discovered crypto. I invested with Binance and Coinbase as well as a number of small defunct platforms. I made a lot of money in crypto and began using Celsius to save the crypto, take loans and draw interest. They went bankrupt in July of 2022 and Im now being sued for preference withdrawals. The crypto that left Celsius went to Coinbase to sell, and then to ************* where I proceeded to lose 95% of my life savings in Options, primarily on bitcoin mining companies. I left a paltry sum of around $700 in crypto in my Coinbase account I have been trying to sell and close this account for over a year now Im in poor health My parents passed away and I now have my family of 4 (my wife, myself and 2 special kids) to care for. My remaining savings is in ***** Fargo checking and a TD Ameritrade account owned jointly with my wife. TD Ameritrade was bought by ******.
What else do you need to close my account and send my funds? You are thieves stealing from a sick man who is not well. I beg you for my money Its my money

Sincerely,

***********************
Business response
06/20/2024
Hello ******,
Thank you for your patience!

We are actively working on your case, and the review process *** take some time. Rest assured that we are currently reviewing the document you provided. Should we need additional information, we kindly ask for your full cooperation.
Regards,
Coinbase Support
Customer response
06/20/2024

Complaint: 21854892

I am rejecting this response because:
I have been getting the same response from you for over a year!!! What needs to be looked into to close my account and send me my money? I want my crypto sold at todays prices and the money transferred to my checking account that you have on file. I want my account closed immediately! It is MY MONEY IN MY ACCOUNT. No more delays! *** sent a complaint to the SEC and am also complaining to the ** state ************************ if this isnt resolved in the next 2 business days. *** also reached out to an attorney with ***********************.

Sincerely,

***********************
Initial Complaint
06/14/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
All of the foregoing transfers were the result of fraud. Specifically, I received a message from a representative of a consulting firm that's assisting with fundraising for a startup I'm involved with. They presented me with a part-time job opportunity as a Data Analyst, focusing on digital marketing strategies. The main goal of the role is to boost merchants' search ratings.Interestingly, communication for this opportunity is conducted through WhatsApp and Telegram.However, it's important to note that part of the arrangement involves depositing cryptocurrency.This aspect definitely requires careful consideration and discussion to ensure it aligns with our organization's policies and goals.
Business response
06/15/2024
Hi *****,

Thank you for your patience as we looked into your concern.

We've sent an email on support case 19669593 and asked some information for us to investigate on the issue.

Please feel free to reply on the thread if you have additional questions or concerns.

Best regards,
Coinbase Support
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was robbed and truck stolen with my cell phone, briefcase, etc. among items in cab of truck. I filed police report. After closing existing accounts to best of my knowledge to prevent misappropriation of funds, my Coinbase among those. Now , currently as of yesterday, Coinbase has hold on my funds. But they offer me NO REASONABLE WAY TO ACCESS MY ACCOUNT OR FUNDS. I have paperwork proving my identity.
Business response
06/15/2024
Hi *****,
Thank you for reaching out about this.

Weve sent you an email containing more information regarding this report through your support case 19673933

If you have any further questions or concerns, please dont hesitate to reply to us in your support case.

Thank you.
Coinbase Support
Initial Complaint
06/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a coin base over 6 years ago and never logged back in. I have had nonstop scam emails from coin base and scammers. The way the scammers get the info is coin base is selling there customers info. I get hundreds of scam links a year from coinbase and people trying ti act like coinbase. Coinbase does nothing at all to stop this. They should be responsible for all the people they caused to get scammed.
Business response
06/14/2024
Hi *******,
Thank you for your patience as we looked into your concern.

Were sorry to hear about your experience with scam emails and scammers claiming to be associated with Coinbase. It's important to note that Coinbase takes customer privacy and security seriously.
We've sent an email on support case ******** in regards to the scam emails you received.

Please feel free to reply on the thread if you have additional questions or concerns.

Best regards,
Coinbase Support
Initial Complaint
06/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been a Coinbase participant for many years. On May 30 2023 I noticed activity on my account that I hadnt done. I called stayed on phone over 1 hour they told it would be resolved in 10 days. Thats didnt happen. Called back again stayed on phone another 30 minutes the guy told me the ****** that was taken from my account would be resolved after midnight. I called back they locked my account and said they are not responsible for the fraudulent person taking my money and I could not get my money back.
Business response
06/14/2024
Hi *****,

Thank you for reaching out about unauthorized activity in your account.

Weve created a support case for you and have sent you an email containing more information regarding this report. Your support case number is #********.

If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you for working with us on this.
Kind Regards,
Coinbase Support

Customer response
06/14/2024

Complaint: 21839370

I am rejecting this response because:they have already issued a case number and I wanted 10 days for them to tell me that my money was non refundable if they are a true secure website they would be able to refund my money without any issues

Sincerely,

***********************
Business response
06/17/2024
Hello *****, thank you for reaching out about this.

Weve sent you an email containing more information regarding this report through your ongoing support case 19634964 If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.
Kind Regards,
Coinbase Support

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