Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My coinbase account got restricted with no reason.. I have contacted coinbase customer support service for help but to no avail I have provided them with every document and information requested but still no effort to resolve the problems with my coinbase account. With this restriction on, Im unable to deposit, withdraw or send out my funds I have also tried to close my account and all efforts have failed. I invested a lot of my savings, I need help in getting this rectified.

  Business Response

  Date: 03/21/2024

  Hi *******,
  
  We understand how important this issue is, and we appreciate your patience.
  
  We've reached out to you via support case #******** with some questions. Please check your inbox and spam folders, and provide us detailed information on the asks.

  Thank you,
  Coinbase Support

   

   

   

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on Coinbase website seeking customer service assistance with my account. I was using their chat message on the website and then my issue was escalated to a phone call from them. They called me and worked thru steps to fix the problem which never was resolved. I was told ** get a call back in an hour and never did. After an hour or so I checked my account and $6,000 plus dollar amount was withdrawn without my approval. Ive been in touch with Coinbase and they are telling me my funds will not be issued back into my account. I need to escalate this issue to a higher authority to receive my funds back as soon as possible.

  Business Response

  Date: 03/21/2024

  Hi *******,
  
  We understand how important this issue is. 
  
  As discussed via support case #********, the account holder is responsible for the security of the devices and credentials used to access their accounts, and for any activity that occurs if those devices or credentials are compromised. We've replied to you to reiterate this information. 
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21432825
  
  I am rejecting this response because:

   

  The security breach originated from the official Coinbase website.  I was requesting support thru their chat box option and was told I need to speak with an agent to assist.  This is where the hacker intercepted my information. Therefore; I do not accept their response and will continue to look for a better resolution from them.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/24/2024

  Hi *******,

  As discussed in your support case, Coinbase cannot protect your email account, devices, passwords, 2-step verification codes, or other credentials for you. Therefore we cannot take responsibility for any activity on your account that happens as a result of the breach of one or more of these items.
  
  Unauthorized transactions on your account are not reversible. Coinbase has no information on ownership of external cryptocurrency addresses, and there is no way for Coinbase to cancel, reverse, or recover these funds on your behalf thus we cannot provide any possible reimbursements for loss incurred. 
  
  We've carefully reviewed your issue and explored all available support options to help you resolve it. We have provided all the relevant information or instructions to resolve your issue and are unable to offer further assistance beyond what has been provided. Any further inquiries related to this issue will not receive a response. If you have any questions unrelated to this issue, please open a new case via our chat support.
  
  Sincerely,
  Coinbase Support

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21432825
  
  I am rejecting this response because:

   

  This all stemmed from being on Coinbase website working with their customer service. I believe I already completed this step last week also.  Still requesting reimbursement from Coinbase from unauthorized transaction.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/29/2024

  Hi *******,

  As we discussed, Coinbase does not have control over external email, devices, passwords or authentication methods, so we cannot be responsible for account access issues resulting from outside breaches of those credentials.
  
  I understand the frustration of seeing unauthorized transactions that can't be reversed due to the immutable nature of blockchain transfers. Unfortunately without more information, there is no way for Coinbase to recover funds sent off our platform to unknown external addresses.
  
  We have thoroughly reviewed all available information to fully understand the situation and explored all potential support options. Unfortunately it seems we are unable to offer any additional assistance specific to recovering losses from this incident.
  
  Please know we handled your case carefully and aim to provide helpful information to all customers. If any new unrelated issues arise in the future, you're welcome to open a separate support request. For now, I hope you stay safe online and wish you the best going forward.

  Regards,

  Coinbase Support

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21432825
  
  I am rejecting this response because:

   

  they are not addressing the issue originated from their website. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased about $30,000 of Bitcoin through Coinbase in May, 2023. We have read from multiple sources that Bitcoin should not be kept on Coinbase but moved to a secure wallet. We have attempted on multiple occasions over the last 9 months to move the Bitcoin to our Trust Wallet but receive a message that "your account is restricted." We've contacted support services and are told that the decision is "final". They tell us that we are able to take the money out to our banking account but, since the price of Bitcoin has gone up so much, we will incur more than $13,000 in capital gains tax if we do this. On Reddit we have discovered that many others have had this issue and there is discussion of needing to file a class action suit. Below is their most recent communication from them:"We wanted to go ahead and acknowledge that weve received your inquiry. Also, because you've previously contacted us about this issue, so we're merging your open cases into this email thread to avoid any confusion.As previously mentioned, your account has been permanently prohibited from sending cryptocurrency off the Coinbase platform to safeguard against potential loss from an irreversible transaction. Please note that a variety of factors related to security and legal requirements are being considered and we cannot guarantee eligibility for all accounts.Additionally, for security reasons, were not able to provide specific details about our security features or our account reviews.Be advised that our decision remains final, and we're unable to make the requested changes to your Coinbase account.For more information, please visit ******************************************************************************************************************************** Please feel free to reach us back if you have any additional questions. Have a great day!Regards,Coinbase Support"We would appreciate any help you can provide!**** and *************************

  Business Response

  Date: 03/21/2024

  Hi ****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  Weve reached out to you via support case #******** to further assist you with your inquiry.
  
  Please reply to our email and we will be more than happy to assist you.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21432455
  
  I am rejecting this response because:

  Coinbase sent a message saying that they needed the email address associated with the account. I gave them this information so hopefully they can work to a solution.
  
  Sincerely,
  
  **** and *************************

  Business Response

  Date: 03/24/2024

  Hi ****,

  We've replied to your support case today with additional information. 

  Please let us know from there if you have additional questions.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21432455
  
  I am rejecting this response because:

  Coinbase responded saying that we may have been scammed. This makes absolutely no sense. We have the money in our Coinbase account with no ability to move it into our trust wallet - that is the issue. We have no idea what it means that we "may have been scammed". This is like a bank saying, "we know that you have $40,000 in your account, but you can't take it out because you may have been scammed." There is no indication that there was any scam. The money is just sitting in the Coinbase account. This is outrageous and there is no possibility of talking to a real person at Coinbase to sort this out. I know that there are others who are in our boat based on posts on Reddit. There should be a class action lawsuit to force them to do something. 
  
  Sincerely,
  
  **** and *************************

  Business Response

  Date: 03/28/2024

  Hi ****,
  
  We hope you're doing well upon receiving our response to your BBB rejection.
  
  To safeguard against potential loss from an irreversible transaction, your account has been prohibited from sending cryptocurrency off the Coinbase platform. However, you can still convert your crypto to cash and transfer the funds to your verified bank account.
  
  Please note that a variety of factors related to security and legal requirements are being considered and we cannot guarantee eligibility for all accounts. 
  
  If you have any questions, you can always respond to your email via support case ********.

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinbase requires KYC and MFA to utilize their services. After switching phones, I unknowingly lost access to my MFA, the ********* Authenticator.Upon attempting to log into my Coinbase account, I was prompted to reestablish my authentication method. This requires submitting the front/back of your ID, recording yourself turn your head to the right and back and then speaking 3 numbers out loud.I have tried to submit my ID and video recording over 4 times, with each attempt going all the way through and subsequently telling me the authentication has failed.Coinbase WILL NOT allow you to file claims or support tickets without an account login. Since I CANNOT log into my account, I can never get assistance. The number provided to call *************) in this matter is driven by automation and provides no way for me to speak with a representative. The system will not accept any of my inputs and does not allow any form of support.Attempting to attain service on the website is just as bad. The support functionality is nothing short of a perpetual doom loop, redirecting me over and over to the same useless page. Nothing but forms that can't be filled out without account ***************************** is preventing me from accessing my ~20k in holdings and causing unnecessary pain and suffering from this intentionally misleading process.I'm using this method before reporting Coinbase to the *** and SEC.

  Business Response

  Date: 03/20/2024

  Hi ***, 

  Thank you for reaching out regarding your account access. We can see that your issue has since been resolved; however we have reached out on support case 18565507 to provide further assistance if needed. 

  For more information on how to regain account access: ******************************************************************************************************************************

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:03/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had an account with ********************** since 02/01/2023. My account went under "review" about 4 months ago. I can't make transactions or anything useful now. I've been waiting for months with no solution. **************** is also awful as wait times exceed an hour and by the time someone answers, they get disconnected from the chat. I've never received an email asking for documents or any follow up to unlock my account and be able to trade.

  Business Response

  Date: 03/20/2024

  Hi ********,

  Thank you for reaching out regarding your account review. We have reached out on support case 18696564 to provide the most accurate and up-to-date information regarding your concern. Please refer there at your earliest convenience. 

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinbase is engaging in unfair trading practices by either throttling the server ping, exchange server's reliability, and/or overall bandwidth available during periods of beneficial trades for those trading on their exchange.Regular unannounced downtime occurs causing issues for many traders as reported online on social media fora.I will utilize legal means by litigating and seeking a class action case against the exchange unless I am remitted the $363 all-time losses on my trading account with them. While not all, some of the losses were caused by delayed ability to make trades -- certainly caused by poor performance on the exchange itself.

  Business Response

  Date: 03/20/2024

  Hi *****,

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

  Per our User Agreement (***********************************************************), although we will strive to provide all customers with continuous operations, we do not guarantee continuous access or that there will be no delays, failures, errors, omissions or loss of transmitted information, nor do we guarantee that any Order will be executed, accepted, recorded, or remain open. 
   
  We continuously work to make our services better, more reliable, and learn from these outages.
  
  Thank you for your understanding.

• Initial Complaint

  Date:03/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account had been hacked and money was transfered out and Coinbase has told me that none of the cash in my account that was transferred out qualifies to be credited back to your account even though the money was on my coinbase debit card which is suppose to be fdic insured

  Business Response

  Date: 03/20/2024

  Hi ****,
  
  Thank you for reaching out regarding your Coinbase Card.
  
  We have reached out via support case 18696230 to offer the most accurate and up-to-date information regarding your concern. Please refer there for any updates. 
  
  We appreciate your patience and understanding as we work towards resolving your concern. 
  
  Kind Regards,
  Coinbase Support

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinbase is fully aware of the issue regarding customers Web3 wallets not working properly. No solution updates or any type of reassurance has been sent to any customers experiencing this problem. According to ******, many users have been waiting months with their funds in limbo hoping Coinbase would resolve this issue. I myself, have been unable to access my funds since Friday, March 8th 2024. Coinbase support is aware of my concern & do not have a realistic answer besides to continue waiting. They also closed my support ticket & told me its been escalated to email support which I have yet to be contacted. My original support reference number is ********.

  Business Response

  Date: 03/20/2024

  Hi *****,

  Thank you for reaching out about your Web3 wallet concerns.
  
  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.
  

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21429015
  
  I am rejecting this response because:
  
  The reply from the business is the same message Ive received on behalf of customer support for the past 3 weeks.  There is still no clarification whether the issue will be resolved in a timely manner nor any other option to access my funds within their application.

  
  Sincerely,
  
  **************

  Business Response

  Date: 03/28/2024

  Hi *****,

  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that youre waiting for an update regarding you support case ********. Our internal team is still investigating and we'll make sure to keep you updated through your support case once we have more information to share.
  
  Thank you.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21429015
  
  I am rejecting this response because:
  
  Ive been continuously told a support team is working on finding a solution for almost a month now.  Its beginning to sound repetitive & I just want my issue to be resolved as promised.  Im looking for results, not just reassurance off a support script.  Thank you for understanding.

  
  Sincerely,
  
  **************

  Business Response

  Date: 04/08/2024

  Hi *****,

  Thank you for keeping in touch.
  
  It appears as though you have an open support case with our team regarding this issue where you confirmed the issue has since been resolved. Thanks for working with us on this.
  
  Please don't hesitate to reach back out to our support team if you run into any other roadblocks in the future!
  

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinbase will not release money from the sale of Bitcoin via their application or website. Not able to email or reach ***************** Phone support is not available. I have $366.73 of cash value as of 3/13/24 which I cannot move or retrieve.

  Customer Answer

  Date: 03/14/2024

  Transaction Complete!

   

  I was able to resolve the issue today as the application was working correctly and I successfully received my money. Please consider this case resolved.

   

  Sincerely,
  

   

  *******************

• Initial Complaint

  Date:03/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  unable to reach customer support.I have a ********************** account. I put restriction on my account in 2021 due to possible fraud activity. I have been trying to reach someone for over 2 weeks to lift that restriction so I can sell, cash out or buy. Every attempt to contact customer service has lead me to a dead end. I have uploaded my drivers license, followed all their prompts to be helped by a automated bot and waited over 2 hours only to be disconnected. I have tried to call and the wait was over 4 hours and when asked to input a security code that was emailed to me the call disconnected. This is absolutely unacceptable to halt a person from accessing their assets.I have emailed, messaged by bot and tried calling to lift the restriction on my account and have not been successfyul with any attempt.

  Business Response

  Date: 03/21/2024

  Hi *****, 

  Thanks for reporting this to us. 

  We've sent you an email through support case #********, informing you that this has already been resolved. Please don't hesitate to reply to our email should you still have questions or concerns, and we'd be happy to assist.
  
  Regards,
  Coinbase Support