ComplaintsforCoinbase, Inc

• Initial Complaint

  07/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have frozen my account and refuse to send me my funds. DO NOT WORK WITH THEM.

  Business response

  08/05/2024

  Hi ***,

  We understand how important this issue is.
  
  We've reached out to you via support case #******** with more information. Please check your inbox and spam folders and reply to our email. 

  Regards,
  Coinbase Support

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $154 of Bitcoin from Coinbase on June 22nd, 2024. I disputed this transaction with my bank by mistake, thinking it was fraud.My bank cancelled the dispute and gave Coinbase back the money.They've locked my account for weeks even though they recieved the $154 they were owed.Either refund $154 to my original payment method or unlock my Coinbase account.I contacted support 3 times and they refuse to help me.My coinbase account email and phone number: ************************* and **********

  Business response

  08/05/2024

  Hi ******,

  Thanks for reporting this. We understand how important this issue is and we're here to assist. 
  
  We've reached out to you via support case #********. Please don't hesitate to reach out to us through that ticket if you have any further questions.
  
  Regards,
  Coinbase Support

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Deceptive Coinbase one free trial subscription. Deceptive and misleading on Coinbase earn.

  Business response

  08/04/2024

  Hi *****,

  Thanks for reporting this to us.

  We've sent you an email through support case #********, and we will provide you an update from there. 
  
  Regards,
  Coinbase Support

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Coinbase has basically stolen $1,000 of donation money which I tried to send to a nonprofit org using my Coinbase debit card, to be used to help victims of *** trafficking. The transaction was declined, but my money is gone. They refuse to help and just keep saying they have no timeline on when they will get to my issue. This is unacceptable from any business, let alone a business who handles our money and is on the US stock exchange. *** reached out to them numerous times and have tried reaching out to the *** *****************************, who just ignores me. I have many documents to prove whats happened. Upon tweeting my frustration he learned that dozens of other people have had this same thing happen. Their customer support is all overseas and no one knows how to help. Coinbase needs to be held accountable for their actions.I was promised a refund on the 19th but it is now the 26th and no refund I have been contacting them every single day and no refund and no contact from the business. Complaint taken in dictation of BBB rep **********

  Business response

  08/04/2024

  Hello ****,

  Thank you for reaching out to us regarding this missing transaction.

  Our team would like to assist you further, so we've reached out to you through your support case 20026890.

  Kindly respond to our email for faster support.

  Regards,

  Coinbase Support

  Customer response

  08/06/2024

  I received your email yesterday with their response. First let me say they did finally return my money after over a month, but only after I had to file formal complaints. I am still not satisfied with them or their customer service. I got yet another scripted reply from them yesterday, and the rep ***** even know what was going on. She ***** know any of the prior conversations I had, and ***** even know the money was returned. Also, when the money was credited back to my account I contacted ********************** to tell them I wanted to send the money back to my bank bcuz I dont trust using their services anymore. They refused to waive the fee for me to do this. So they hold my money hostage for over a month and then wont make any concessions for their inconvenience to allow me to transfer the money back to my bank. I also do not agree with how they keep calling this a refund from the nonprofit org. Thats a blatant lie. The nonprofit never received the money, and the way theyre wording it makes it seem like I was simply waiting for the nonprofit to refund me. Not true! Coinbase was the one who had my money and refused to give it back. If I never contracted the BBB Im sure they wouldve continued to ignore my situation. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Coinbase let hackers take over my account by ***-swap. I reached out to coinbase support as son as i saw the first unauthorized transaction but they kept giving me a run around until over 600k was wired out of my bank account through multiple crypto purchases. Coinbase watched as all these happened and kept me locked out even though i provided all necessary documents to prove my identity. Their security team failed me as a customer. I had to do ***** research after falling into recocery scams many times to find a real one that actually helped me recover my coinbase account and money back. They're called " CHAINABUSEALERT '" on social platforms and operate a web3 crypto security agency called Chaineabuse dot com. I recommend these guys if coinbase is unhelpful as i would expect from my experience.

  Business response

  08/02/2024

  Hi ******, 

  Thank you for reaching out about this.
  
  Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw an ad for rewards for joining Coinbase, creating account, and purchasing bitcoin in order to get a reward. I did what was required and they have not given me the reward and every time I contact customer service, they give me a different reason and blow me off.

  Business response

  08/01/2024

  Hi *****,

  Thank you for reaching out about claiming our new user incentive. We have followed up with you on case 19966990. Please reply directly to our email with any further questions.

  Regards,
  Coinbase Support 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 20th, I received a refund from Paypal for a purchase that I used using my coinbase card in the amount of $327.47. They told me that there was a known issue with refunds that has been resolved on Monday July 22nd. I still have yet to receive the refund.

  Business response

  08/01/2024

  Hi ****,

  Thank you for reaching out about this.
  
  Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a follow up to my complaint #********. The relevant information to this follow up complaint is as follows: 1) On June 20th my Coinbase account was hacked 2) The hacker attempted multiple cryptocurrency purchases through my bank account until they were able to successfully purchase $396.24 of crypto, which was all of the money I had in my bank account 3) Within 5 minutes of the hack occurring I locked my Coinbase account and reported the fraud to CB. 4) Coinbase was unable to resolve any part of the hacking nor recover my funds, hence the original BBB complaint #******** 5) I had about $80 worth of ATOMS which is a cryptocurrency that was left untouched because you have to unstake it in order to do anything with it and that takes 30 days. 6) After lack of accountability and safety protocols surrounding my Coinbase account I decided I wanted to close my account so I unstaked my ATOMS in order to withdraw my remaining Coinbase money, but had to wait the 30 days for this to happen. Now it has been 30 days and I have tried to withdraw my money but cannot until I resolve a pending charge of $396.24 which was the money stolen from my bank account to buy crypto on Coinbase during the hack. I contacted customer support (case #********* to ask them to remove this but they wont because the user is responsible for the security of their account and if their account security is compromised they are responsible for any activity that occurs: this was actually the basis of my original complaint because I followed all of the recommended security protocols and had multi-factor authentication, did not fall for any phishing, and somehow my account still got hacked. There is nothing I can do to get my remaining money back nor to even delete my CB account until I pay the $396.24 that was stolen from me, which obviously I will not do. Im afraid they will pursue other avenues to get this money. I am extremely aggravated and distrustful of CBs business practices.

  Business response

  08/01/2024

  Hi ******, 

  Thank you for reaching out about this.
  
  Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

  Customer response

  08/01/2024

   
  Complaint: 22046122
  
  I am rejecting this response because:

  I am profoundly disappointed and astonished by the lack of accountability and customer assurance demonstrated by ********************** in handling this case. 
  
  My account was compromised, resulting in unauthorized transactions, which I immediately reported. Despite following all recommended security precautions, Coinbase insists that I am responsible for charges incurred during the period my account was hacked. This stance is unacceptable, as it places undue burden on customers who fall victim to fraudulent activities, undermining trust in Coinbases security measures.
  
  Forcing me to settle a charge that resulted from fraudulent activity to access my remaining funds and close my account, especially when I acted promptly to report the incident, demonstrates a significant lapse in customer protection. The expectation that customers bear the full responsibility for security breaches, even when they have adhered to all recommended precautions, highlights a critical flaw in Coinbases policy and approach to user security.
  
  The breakdown provided does not address the core issue: the breach of my account and the subsequent fraudulent activities that occurred despite my adherence to security protocols. Instead, it deflects responsibility back to me, the customer, which is deeply disheartening. In regards to the handling of fraudulent activity, the legality of Coinbase's platform and policy is deeply concerning, while its morality is unequivocally deplorable.
  
  I urge Coinbase to reconsider its stance and take appropriate measures to resolve this matter in a manner that acknowledges the failure of security on their platform and prioritizes customer protection. 

  Business response

  08/02/2024

  Dear ******,

  We understand your frustration and concern regarding the unauthorized activity on your account. After reviewing your support case, we have exhausted our internal resources and provided you with the most accurate and up-to-date information available. Based on the investigative details, the unauthorized transactions were made using your device and IP address, suggesting a remote compromise of your personal computer, which is beyond Coinbase's control.
  

  Here's a breakdown of the situation:

  - On June 20, 2024, your bank reversed a charge of $400, citing the error "Other Fraud Card Absent Environment (1040)", which resulted in a negative balance on your account.
  

  - In accordance with our user agreement, ********************** attempted to complete the transaction by charging your USD wallet for $3.76 on July 5, 2024, at 9:22 AM PST. This reduced your outstanding balance to $396.24.

  - Consequently, you currently owe $396.24, which needs to be paid before you can use your Coinbase account again. Per our user agreement, you are fully responsible for any transfer initiated on your Coinbase account.

  -To settle this balance, choose your preferred external payment method or use the digital/fiat currency credited to your Coinbase wallet. You can select a payment method using this link: *******************************************************.

  While we understand the distress caused by such incidents, we are unable to reverse transactions confirmed on the blockchain due to their irreversible nature.
  

  We encourage you to report this incident to your local law enforcement and, if you're in the **, to the *** Internet *********************** Coinbase fully cooperates with law enforcement investigations.

  If you want to file a formal complaint with Coinbase, please use this form: ********************************************************************************** more information, please visit ******************************************************************************************************************************.

  Regards,

  Customer response

  08/06/2024

   
  Complaint: 22046122
  
  I am rejecting this response because:
  

  I am profoundly disappointed and astonished by the lack of accountability and customer assurance demonstrated by ********************** in handling this case. ??My account was compromised, resulting in unauthorized transactions, which I immediately reported. Despite following all recommended security precautions, Coinbase insists that I am responsible for charges incurred during the period my account was hacked. This stance is unacceptable, as it places undue burden on customers who fall victim to fraudulent activities, undermining trust in Coinbases security measures.?? Forcing me to settle a charge that resulted from fraudulent activity to access my remaining funds and close my account, especially when I acted promptly to report the incident, demonstrates a significant lapse in customer protection. The expectation that customers bear the full responsibility for security breaches, even when they have adhered to all recommended precautions, highlights a critical flaw in Coinbases policy and approach to user security.??The breakdown provided does not address the core issue: the breach of my account and the subsequent fraudulent activities that occurred despite my adherence to security protocols. Instead, it deflects responsibility back to me, the customer, which is deeply disheartening. In regards to the handling of fraudulent activity, the legality of Coinbase's platform and policy is deeply concerning, while its morality is unequivocally deplorable.?? I urge Coinbase to reconsider its stance and take appropriate measures to resolve this matter in a manner that acknowledges the failure of security on their platform and prioritizes customer protection. 

  
  Sincerely,
  
  MR

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraud *** offenses on children under this name Immigrants trying to use my nickname Illegal immigrants False imprisonments Stolen identity

  Business response

  08/01/2024

  Hi ****, 

  Thank you for reaching out about this.
  
  Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a 30-day free-trial. 7 days into the FREE-trial, I was charged $29.99 which was withdrawn from my bank automatically. When I tried to reach customer service for this issue, the site directed me to my security settings and gave instructions to request support through the "Help" settings through my security settings, but my settings didn't have any of the listed options to obtain help and that I was directed back to the original customer service site from the chat bot - essentially creating a loop which is endless. We have cancelled before the 30 days and we want out money back.

  Business response

  07/31/2024

  Hi *****, 

  Thank you for reaching out about this.
  
  Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩