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: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

• 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.

  it was on march forth right befor shib coin shot to the moon i was buying shib out befor it shot up and coinbase disabled my Buying ability, I can not put funds in the account? Im allowed to withdraw/ or trade them but not deposit. and this is pretty common on facbook. i belive they are restricting people. they claim it could be a chargeback but there is no customer service. it took a week to get someone on the phone. you know how much money i lost ****** i wasnt allwod to invest, and fraud. its my bank account i used my id i had the money in my account, they took it, I was buying in incrments of 21. and im prettey sure they are using some sort of a.i. to trade with that pushes trades between the fees so people dont make any money unless they have tons to invest to begin with.im watching this same pattren on all the coinbase tokens, if you dont trade 100 or more then the fees trading will wipe you out all i want is my ability to buy and sell fixed ive done nothing wrong and its c*** they would do this without warning or even asking if there was a mistake or somting and really suspisice that they would do it right before that coin went so high i litretly lost out on making thousands because of this

  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: 03/18/2024

   
  Complaint: 21414180
  
  I am rejecting this response because: I have had an account with them for year. I was prevented from making investments right as they were going up in price. They have stopped me from being able to put funds in order to limit potential profits. now they tell me i cant have my buying ability turned back on until after April 9th when there will be no profits to make. The cryptos currency's will all be crashing after April *****. They always do.  i was buying in to what is known as a dip. the price dropped so i would buy. then they rose double there normal price. I have had no restrictions no notifications no warnings prior to this. my account was in good standing so for them to do this over one 20 dollar deposit and not even talk to me about it is wrong. I see it as market manipulation. cant have to many poor people getting rich off them can they. now i want my lost potently prophets as i think that would be fair for all the trouble they have caused me and my family.  also this ************************************************************************************************************************************************************ time is huge red flag and sign that they are market manipulating.  I really wish the ****** at this point would audit there software.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/22/2024

  Weve reviewed your account, and buy and deposit services remain disabled at this time. After reviewing your support case, we have identified that we are not able to provide you with any further assistance at this time. We have exhausted our internal resources and provided you with the most accurate and up-to-date information available.
  
  You can request an additional review on or after April 6th, 2024. For various reasons, customers may be prevented from buying and adding cash, all of which are related to protecting Coinbase and our customers. For additional information, please refer to ********************************************************************************************************************************.
  
  Unfortunately, we are not able to help you with this specific issue and will be closing this case. If you have any questions unrelated to this issue, please open a new support case through our Help Center: *****************************************************. Furthermore, please get in touch with us on April 6th or later to review your account. 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21414180
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• 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 allowed someone to bypass two factor authentication many times, irrespective of two factor authentication and allowed someone to add a passkey that I did not have access to multiple times. I typically only have fingerprint and pin added but somehow ********************** allowed someone to bypass two factor security and add an Apple device, NFC or USB key, as well as some other unknown method. Even after submitting information via ID as well as a video of me I waa still able to stay logged in on my app and the account waa not logged. How this can happen makes zero sense to me and support is not helpful. They even tried to accuse me of adding a passkey that I "forgot" about which is not possible since I do not possess a different passkey.

  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: 03/20/2024

   
  Complaint: 21414171
  
  I am rejecting this response because:

  Emails did not even address any of these issues.

  Absolutely no explanation to how these breaches continue to happen.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/25/2024

  In regards to the above referenced complaints, the same/similar issue has happened once again irrespective of two factor authentication codes. This is why I have submitted yet another complaint.

  Business Response

  Date: 03/29/2024

  Hi ********,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that your account mightve been compromised. 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: 03/31/2024

   
  Complaint: 21414171
  
  I am rejecting this response because:

  I have made multiple complaints about the account being compromised via someone somehow bypassing two factor authentication and adding a USB and NFC key as a passkey instead of my usual fingerprint and pin, as well as text message method. I do not save or share my password anywhere. I had to lock/freeze the account quite a few weeks ago and I will be going through the emails. Coinbase refused to acknowledge how or when this  happened in a timely manner, or who has done this. This has eroded all trust in the platform's safety and I also never received the tax information via mail for 2023 that I had requested and was told I would receive. I will be following the directions in the email at my earliest convenience.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/06/2024

  Hi ********,
  
  We understand how important this issue is for you and we sincerely would like to help you resolve this quickly. Our team reached out to you via email in case #******** with next steps to help you resolve this issue however we received no response. We ask that you please locate this message and follow the steps outlined to proceed with your issue resolution. 
  
  Please note that initiating for investigations will cause delays and confusion for your resolution. 
  
  Kind Regards,
  Coinbase Support

• 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.

  On 3/8 3:15 pm my funds from Coinbase disappeared from Account. I contacted customer support and they said my account was hacked and now Im getting the run around.

  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:

  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 is withholding my funds and not allowing me the ability to transfer them. Recently, it was brought to my attention that my account was being closed. I go to Coinbase.com and the page is a notice of closure and it instructs me to provide an external wallet to transfer my remaining crypto, however, when I attempt to do so, it says I am denied permission. I have been on the chat with costumer service three times since March 6, 2024. It takes hours being I am able to get ahold of anything. Trying to actually talk to something takes even longer. When I am able to chat with someone, I get contradicting information. Sometimes I am told to wait a couple of hours and others I am told to wait 72hrs. I have waiting more than 72hrs and I am still not able to transfer my remaining crypto to an external wallet. I am running out of options. My last resort is to take legal action against Coinbase. I have $34000 USD originally invested from 2021. Because of the refusal to release my funds, I have lost profit and run the risk of losing my original investment. It seems like a simple request to allow me to transfer my crypto. Again, this was the instructions from Coinbase itself and yet I am not able too. Upon my own research, I have found that this is not only happening to me, but thousands of individuals dealing with the same situation and lack of cooperation from Coinbase. I honestly do not know what else to do. This is a time sensitive issue as well because of the volatility of crypto. This would not be an issue if Coinbase would just allow me to transfer my remaining crypto, as they instructed. Even though I have been in communication more than three times, I only have two case numbers (#********) (#********). One representative told me that the case numbers were not a thing and did not exist. I was only able to retrieve that information via my mobile application.

  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: 03/18/2024

  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:03/10/2024

  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.

  3/8 and 3/10 tried to take my crypto coins out of Coinbase vault and it keeps telling me that approval is pending and I have approved the email and on the site. I have tried twice and Coinbase has cancelled the request both times for not being approval and I did provide the approvals. Plus, I call Coinbase on 3/9 to tell them about the matter but, never got through to the an agent after 4hours of waiting for someone to answer the phone. I just want Coinbase to release all my crypto coins out of its vault so, that I can move them or sale them. So, that I can close my Coinbase account which is fraud and no one should every use them to store crypto on.

  Business Response

  Date: 03/17/2024

  Hi *******,
  
  Thank you so much for your patience while we dealt with this matter. 
  
  From this end, it looks like you were able to access and withdraw your funds and you should be all set. However, if you have any further questions about this matter, please feel free to reach out to us via your support case #********.
  
  Thank you
  
  

• Initial Complaint

  Date:03/10/2024

  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.

  I can't get hold of them. I have a problem that I cannot link my bank account with my ********************** exchange. Not able to send or get my money out of the exchange. Can't call or live chat. Get just wait time and never able get my issue resolved.

  Business Response

  Date: 03/17/2024

  Hi ******,
  
  Thank you so much for your patience while we dealt with this matter. 
  
  From this end, it looks like you were able to access and withdraw your funds and you should be all set. However, if you have any further questions about this matter, please feel free to reach out to us via your support case #********.
  
  Thank you

  Customer Answer

  Date: 03/20/2024

  They did finally got it figured out. It is fixed now.