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:03/11/2024

  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 had my phone stolen on Nov 3rd 2023. They accessed my Coinbase account. I reported the issue and requested a lock on my account. I try to log in and cannot. I try to change my password and dont' get the reset email. I call and they tell me my phone number is not linked to my account. I keep going in circles online and then on the phone trying to recover my account. Finally, when I last tried to call customer service I'm told the wait time is 4 hours.I have $2500 invested in my account and cannot access my funds/investments.

  Business Response

  Date: 03/19/2024

  Hi *******,

  Thank you for your patience with this issue. We've escalated it to the relevant team, who has located your support ticket #********. They are currently working towards a resolution.

  Please keep an eye out for their email, and have a great day.
  

  
  

• Initial Complaint

  Date:03/11/2024

  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 starting buying cryptocurrency through Coinbase a couple years ago. I found a few problems with Coinbase back then, which were: 1.) It randomly unlinked my bank account so I could not add funds to my coinbase account, nor make withdrawals. 2.) After the 3rd time it randomly unlinked my bank account with no provocation, I tried having customer support help me with no success. After a few months I used a different bank account and successfully withdrew all the crypto/funds off of there I could because I realized that the platform was faulty. Fast forward to now 3/11/24. I want to close out my Coinbase account. I still have around 7 dollars worth of cryptocurrency sitting in my Coinbase account (in Wrapped **** coins and Pawtocol coins), but they give me no way to cash those out. The only options for those coins are "Send/Receive". I don't have any crypto wallets to send those. I tried choosing the option to just leave the tokens on there for Coinbase to have (consider it a tip for the company), and closing my account. Well ********************** does not allow anyone to close their account if they haven't cashed out all their crypto coins and send their funds back to their bank. So I have no idea what to do. I feel like they are forcing me in a position where I have to keep my account open without any option to cash out coins that belong to me. In a sense they are witholding my money and preventing me from closing my account. This feels horrible. I can't imagine what I'd feel like if I had hundreds or thousands of dollars worth of those tokens. Add insult to injury, their customer service wait time to speak to a representative is "more than 4 hours". This feels awful as a customer because they are robbing people of their hard earned money and making it impossible to help them. It feels malicious.

  Business Response

  Date: 03/19/2024

  Hi *********,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 18672565 in regards to the deletion of your Coinbase account.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support

• Initial Complaint

  Date:03/11/2024

  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 has restricted my account, preventing me from buying, selling, depositing, or withdrawing and money or my tens of thousands of dollars of crypto assets.I have been given no reason for this restriction.I have also not successfully spoken to a human being about this issue for weeks.Their customer service is entirely AI, both their text chat and their phone line. They disconnect you after multiple hours of waiting, never allowing you to reach a human being.Further, Coinbase One falsely advertises about 24/7 priority support. This is a lie. Once I paid for this service, I realized the phone line is the exact same as the normal one.

  Business Response

  Date: 03/18/2024

  Hi *******,
  

  Thank you for your patience with this issue. We've escalated it to the relevant team, who has located your support ticket #********. They are currently working towards a resolution.

  Please keep an eye out for their email, and have a great day.
  

  
  

• Initial Complaint

  Date:03/11/2024

  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.

  We have been trying to contact coinbase to access our account. We have tried many many days and waited on line for over 3 hours at a time.1. We cannot get through to a live person 2. When we enter our phone number for a callback, we don't get one back 3. We cannot get on a live chat All of the above is very frustrating and disturbing why a major way!

  Business Response

  Date: 03/19/2024

  Hi *****,
  
  We have received your BBB Complaint regarding your inability to access your Coinbase account.
  
  We understand that there have been long hold times due to the increased volume of calls recently. Please be assured that we are actively working to address this issue. Thank you for your patience and understanding.
  
  We sent you an email with steps in order for us to assist you in regaining access to your account. If you have further questions, please respond to us through your ongoing support case 18657336.
  
  Thank you,
  Coinbase Support

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21415994
  
  I am rejecting this response because I am still having trouble accessing my account . Why is ********************** not giving access to my own funds. Again, its one password after another and after another .. I am a 74 year old woman and this is just obscene this is fraud !
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/28/2024

  Hi *****,
  
  Per checking, it looks like you've already regained access to your account as we see a successful login on 2024-03-26 4:58 AM PDT.

  If the issue persists, please feel free to send us a reply through your support case #********. Thanks. 

• Initial Complaint

  Date:03/11/2024

  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.

  My Coinbase account is restricted to buy, sell, send and receive for months and they will not remove the restriction. No one can tell me the problem or look at my problem. I just get prompts generated by their Coinbase system. I have had a case number for months and no resolution. I am now incurring a financial loss due not having access to my account My case# is ********** am not getting any responses to my emails to them as of late, and it is impossible to get a phone call thru to them and get help.

  Business Response

  Date: 03/19/2024

  Hi Dulce,
  
  Thanks for reaching out regarding the restriction on your account. 

  Weve reviewed your account, and buy and deposit services remain disabled at this time. You can request an additional review on or after April 11th.
  
  Please be aware that although your ability to send and buy is restricted, you can still receive, sell, and withdraw funds from your account without any limitations. For more information, please refer to our email (support case 18657591).
  
  We look forward to hearing from you soon to try and resolve this issue.
  
  Thank you,
  Coinbase Support

• Initial Complaint

  Date:03/11/2024

  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 has over $2000 dollars of mine. Ive logged in multiple times and it shows 0$ balance. *** wrote them and tried calling endlessly. They will not answer and have no solutions. My money has been stolen by Coinbase. I had stake in Solana and Cardano. How do I get ahold of an actual person. *** called early as the sun and late too there is never anyone to help. They cant steal my hard earned money that Ive invested.

  Business Response

  Date: 03/18/2024

  Hi ******,

  Thank you for reaching out to us here. We have responded to you via email through support case #********. Please reply directly to our email if you have any further questions.

  Regards,

  Coinbase Support

• Initial Complaint

  Date:03/11/2024

  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.

  I have used the coinbase exchange for many years. Over a month ago my account was flagged for a manual review and despite providing all the information requested it is still ongoing and I am hearing nothing back from them. The last reply I received was 2 weeks ago. I want to be able to withdraw my crypto to my hardware wallet. What they're doing is fraud. I have lawyers waiting and screenshots of all the back and forth conversation between me and the business. The case number is #******** The email address associated with my account is ********************

  Business Response

  Date: 03/18/2024

  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 Answer

  Date: 03/21/2024

   
  Complaint: 21415276
  
  I am rejecting this response because: 

  the response did absolutely nothing to help my situation and was not helpful at all. my account has been under review for over a month and i've submitted every bit of information they want but the review is still 'ongoing'. i've attached a picture of the lazy responses i receive from coinbase.

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

  Business Response

  Date: 03/22/2024

  Thank you for your concern and for responding to our compliance contact. We are reviewing your response and hope to have an update shortly. 

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21415276
  
  I am rejecting this response because: its not a valid response its just to save their a** and buy them more time
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/28/2024

  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 Answer

  Date: 03/28/2024

   
  Complaint: 21415276
  
  I am rejecting this response because: its another useless response my account is still 'under review' and nothing is being done to complete it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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 recently and suddenly is asking me to re-verify my account. I followed the steps to do so AGAIN, including providing valid state ID and going through the invasive and condescending process of taking a selfie (which I have no idea what they are doing with my photos). Within SECONDS, I always get an emailing declining my verification. Each time I contact them, they send the same copy-paste script. They have been negligent, disrespectful, and failed to tell me what the exact issue it. Instead of having computers and robots "verify", let a HUMAN do it. The just closed my case without even contacting me and letting me know the issue.

  Business Response

  Date: 03/18/2024

  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 Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/11/2024

  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.

  I have been trying to get my money out of this brokerage firm for 4 days every time I authenticate via their instructions it sends me an email confirming yet on their website its not confirmed and I can not withdraw or transfer any of my money. I have tried contacting them via chat and they are NEVER available because they are too busy because their website is a disaster . They will not pick up the phone nor return calls I have made so support is non existent. At this stage I want ALL my current balances transfered to cash and sent to my bank account or my debit card and I want this account disabled permenantly. Its funny when I authenticated to put money into thier account everything worked great now that I want to take my money out NOTHING works and I can contact them at all. The help section of there website is a waste of time because even following those instructions nothing works. I have never dealt with a brokerage this incompetent and will not answer any of your questions or provide support of any kind while they hold onto MY MONEY.

  Business Response

  Date: 03/18/2024

  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

  Date:03/11/2024

  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.

  I am writing to you with immense frustration and disappointment regarding the unjust closure of my account with Coinbase.com. I am living in ****** and have been a loyal user of ********************** for over three years. Despite my infrequent usage, I entrusted Coinbase with the safety of my cryptocurrency holdings. However, approximately two months ago, I received a sudden and unjust notification that my account was being closed, with no explanation provided whatsoever. The message simply stated that Coinbase "regretted" not having me any more and advised me to transfer my cryptocurrencies elsewhere immediately.In good faith, I followed their instructions, albeit with growing concerns about their lack of transparency. Unfortunately, when I attempted to transfer a portion of my cryptocurrencies to an alternative platform, the transfer never materialized. Despite my repeated attempts to seek clarification and resolution from Coinbase,they were never responsive.This situation has left me in a state of disbelief and financial distress. Not only have I been denied access to my own funds, but the apparent negligence and lack of accountability from Coinbase have led me to suspect foul play. I fear that Coinbase may be intentionally withholding my assets, further exacerbating my losses.My sole desire at this point is to retrieve my remaining cryptocurrency holdings and liquidate them to mitigate any further losses. However, Coinbase's apparent disregard for customer concerns have left me with no recourse but to seek assistance from reputable organizations like the BBB.I heard from one of my friends who had the same problem that you could help her. So, I am reaching out to you in the hope that you can help me navigate this distressing situation and hold Coinbase accountable for their actions.Any guidance or assistance you can provide would be greatly appreciated.Thank you for your attention to this matter, and I eagerly await your prompt response.Best regards,*****

  Business Response

  Date: 03/18/2024

  Hi *****,
  
  Thanks for reaching out regarding your inability to send your asset/s off of Coinbase.

  Kindly refer to the update we've provided through your support case 18634013.

  If you encounter any issues sending your crypto, please reply to this email and include a screenshot of the error message. This will help us investigate the issue further and provide you with assistance.
  
  Sincerely,
  Coinbase Support