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:03/05/2024

  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 $480 I have spent 30 plus hours trying to withdrawal my funds. Coinbase appears to be intentionally trying to make this as difficult as possible to get withdrawal my funds. When I have accomplished the task they requested. They have some new software glitch that don't allow me to receive my funds. For example saying this bank account is already linked. On the next page it says it is not linked and won't let me move forward. After intentionally obfuscating my attempt numerous times. It asks for my banking information and passwords. A simple ****** search would give any reasonable person pause to give them more banking information! I would like a check for my $480.

  Business Response

  Date: 03/13/2024

  Hi ****,
  
  Thanks for reaching out regarding your inability to withdraw.

  We have not seen any pending restriction on the account that would prevent you from withdrawing your funds, although we did not see any new attempt from you to withdraw your funds after you've deleted and re-added your payment method ending in **6169 on March 5th.
  
  Could you try the following troubleshooting steps we've provided in our email response to you today (support case 18553123) and reply to us if you still encounter the same issue?

  Best,
  Coinbase Support

  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21391785
  
  I am rejecting this response because:
  
  Coinbase response was a copy of general trouble shooting text that is not at all applicable to my situation! This get back to my original observation that Coinbase appears to be intentionally wearing clients down to try an keep their money. I expect they send me a check for the $480 I have left in this account. There website is so slow and glitchy it never seems to work. Amazingly it was very easy to set up and to send money to the site. Coin Bases email says I made one attempt to withdrawal money there were numerous attempts and a lot of different times I attempted to get my money. There was absolutely no genuine attempt to solve the funds withdrawal problem!

  I guess the next step would be to file a complaint with the **** SEC and *********************** the Attorney General of ********** State? I feel it's my duty to warn other consumers of the problems I have had with Coin Base. 
  
  ***********************

  Business Response

  Date: 03/16/2024

  Hi ****,

  Thanks for getting back to us here and we wanted to assure you that we want to help you resolve this issue.

  As mentioned in our email, we need you to ensure that you follow the steps we've provide an re-attempt the withdrawal process. If it does not work, we need you to provide us the screenshot of the error via email, so we can investigate your issue further. 

  Best,
  Coinbase Support

• Initial Complaint

  Date:03/05/2024

  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 money in coinbase that I wished you withdraw I have trouble receiving two-factor identification that has shown up at at a different phone number than the one I presently changed to I have made over ******************************************** but I am unable to receive the two-factor that's notification to my number that I have on file please help me

  Business Response

  Date: 03/13/2024

  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:03/05/2024

  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.

  Coinbase has no viable contact. *** tried numerous times to login to my account. The verification process doesnt work. The wait time on the phone is 4 hours and after waiting 1 hour, the wait time was still 4 hours. Ive tried their troubleshooting system to no avail. Their contact us is a round ***** of absolutely nothing. After filling out the drop down menu of questions to submit to them, there is no submit button so nothing happens. They send a verification email but it only gives you 30 seconds to respond to it, once you fill out what they ask fur BUT the email doesnt show up for more than 10 minutes. By then the link is useless. Im starting to believe this is a scam website/company. I cannot get any help from Coinbase AT ALL. You run a gauntlet of steps to end up right back where you started. I have money I want to recover but its locked in my account with no way for me to access it and with no way to get help from Coinbase. The uploaded image is of the pointless drop down menu with no way to submit my response.

  Business Response

  Date: 03/13/2024

  Hi *******,

  Thank you for reaching out about your inability to access your Coinbase 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.
  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21390283
  
  I am rejecting this response because: None of their troubleshooting worked. I want an actual phone number to their customer service without having to wait 4+ hours. I would like Coinbase to call me *************) or provide a direct contact number to talk to a real person and not wait on hold - like I have done already (waited an hour when they told me a 4+hour wait, just to hear it is still a 4 hour wait after hanging on for an hour.)

  I have several concerns about Coinbase and all are adding up to a scam.
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 03/20/2024

  Hi *******, 

  Thanks for getting back to us here. We understand that it is important for you to access your account. 

  We've emailed you through support case 18554431. Please reply to our email with more information. 

  We'll work with you there so that we avoid delays in response. 

  Sincerely,
  Coinbase Support

• Initial Complaint

  Date:03/05/2024

  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 bought cryptocurrency through this company two years ago. After two years, I only lost money, so I wished to withdraw the remaining amount. The app is telling me I have no money available to cash out while simultaneously telling me that I have more than $400 left of the $1200 I put into investments. I want to cash out but I am unable to get through to a person for help via the chat or the help number.

  Business Response

  Date: 03/13/2024

  Hi *****, 

  Thank you for reaching out regarding cashing out your balance. In order to do so, you will first need to sell your remaining crypto assets for ***** We have reached out on support case 18553714 to offer further assistance. 
  
  For more information on how to sell in order to cash out: ***********************************************************************************************************************************************************************
  
  Please let us know if any issues arise. 
  
  Regards,
  Coinbase Support

• Initial Complaint

  Date:03/05/2024

  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.

  Ive been trying to get a hold of Coinbase for over a year. I cant log into my account. I can login my name and password, but theres a two-step verification process. They send you a code. I have tried this 50 times at least. They never send you a code, they tell you you have to contact your Internet provider. I did and they said theres not a problem. I get codes from every one of their competitors all the time no problem. Heres what the biggest problem is. I cannot get my money. They tell me I have to login to get my money. Ive been trying for a year. They have the code but they say theyre not allowed to give it to you. They will not give you any information about your account, even after they verify you. Theres no way to get the money. They hold you and your hostage money. The lady admitted a lot of customers have problems with this yet they do nothing to fix it. I want to get my money back, so I never have to do any more business with this company again. Please please help me get my money since theyre unwilling to help me.

  Business Response

  Date: 03/13/2024

  Hi *****,

  Thank you for reaching out regarding your account access. We can see that you issue was resolved on 3/7. We have reached out on support case 18542568 to offer further assistance. 

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:03/05/2024

  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 was asked in June 7 2023 via email by Coinbase Compliance team to respond to two questions and to provide identiy verification via an acceptable ID document upload. I first become aware of this email in February 2024 from Coinbase online support after engaging them with to resolve my account restrictions. I responded to the June 2023 email and complied with their requests. February 12th I recieved an email verification of succesful ID validation from the Coinbase Compliance team: "successfully completed ID verification". Despite my compliance, and numerous attempts to resolve with the Coinbase online and telephone support team, I continue to be restircted from Buying, Selling, or Converting my assets. I have been continuously told they are "working on it" but they wont tell me what "work" is required and this has gone on for more than a month now.

  Business Response

  Date: 03/13/2024

  Hi ******,
  
  We appreciate that you contacted us regarding the restriction on your account.
  
  Our internal team reached out to you on March 10th regarding your ongoing case ********, but we haven't received a response yet. Please reply soon with any additional information needed for the review. For further questions, include them in your response via case ********.
  
  Appreciate your cooperation.
  
  Best,
  Coinbase Support
  
  
  

  Customer Answer

  Date: 04/19/2024

  I don't seem to be able to update or respond to the complaint history.  The history on the BBB site has a response from Coinbase sayoing they are waiting for me to respond. That snot true. I have responded multiple times but they started asking me more sepcifcally to Upload my "GreenCard" through their validation platform. I have let them know on seveal occasions that I am a US citizen and by law do not have a GreenCard. I have also provided them the verification emails I have received after twice using their system to upload my US Passport.  This is ridiculous. It apperas that no human at Coinbase Compliance is actually looking at my responses or they would realize they are asking me for something that is niether possible or necessary as I have verified my ID with my Passport. 

   

  Can you help?  I would be happy if they would just close my accounts and wire me my funds... 

   

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

  Mobile:**************

  Business Response

  Date: 05/03/2024

  Hi ******,
  
  We understand that this issue is very important to you. We have reached out to you in case #******** with more information about your account. Please locate this message and respond directly in the email thread if you have any further questions. 
  
  Kind Regards,
  Coinbase Support

• Initial Complaint

  Date:03/05/2024

  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 have been trying really hard to give Coinbase the benefit of doubt. I filed a complaint earlier when they for reason, decided to restrict my account. Maybe that was just a hiccup, an automated red flag I tripped by chance.Now, that doesn't seem to be the case. They are h*** bent on making sure you don't use the exchange actively. I forgot my bad experience hoping for a fresh start and I have been using coinbase to start contributing to a defi lending network. Is that illegal, coinbase ? It seems so, because you have now increased the hold time on *********** to 30 days and restricted my account again.Why are you trying so hard to lose customers ?

  Business Response

  Date: 03/13/2024

  Hi Bandan,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 18548134 in regards to the restrictions in your Coinbase account.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21387899
  
  I am rejecting this response because:
  Coinbase, you just sent me a blanket reply on how I can't make crypto transactions on your website and you can't disclose why I am ineligible. That's fine. 

  You didn't provide a justification on why you think it's reasonable to hold on my assets for more than one month. Not only is it unreasonable, it shows blatant abuse of power. But of course, you are riding the crypto wave, so you can get away with your abuse and still be a billion dollar company. More power to you.

  
  Sincerely,
  
  Bandan Das

  Business Response

  Date: 03/17/2024

  Hi Bandan,
  
  Your account review has concluded, and you now have full functionality to buy, deposit, sell, withdraw, and receive funds. However, sending crypto off of Coinbase will remain restricted for security purposes.
  
  We are unable to provide specific details regarding the decision for security reasons.
  
  For more information, please see our email today (case number 18548134).

  
  Thank you for your understanding.
  
  Best regards,
  Coinbase Support

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21387899
  
  I am rejecting this response because:
  

  This response just reiterates the previous response. Just to let you know, I always had the ability to  buy, deposit, and sell starting from the day I posted this complaint. I don't have the ability to withdraw my funds which is contrary to what you mention. You put a ridiculous hold time for my deposit which is well more than 30 days. If I knew, I wouldn't have deposited my funds in the first place. The only reason I transferred funds is because I was given the false assurance by Coinbase that the hold time is 7 days.

  
  Sincerely,
  
  Bandan Das

• Initial Complaint

  Date:03/05/2024

  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.

  8 weeks ago I got a phishing call from someone who sounded like they were a Coinbase employee but I did not divulge any information and called their customer service instead. They said that ********************** never calls, confirming that it was a scam call. My information was safe as I was cautious but I panicked and changed my two factor verification to an Authenticator without having a code. They locked my account after I called their customer support and explained everything. Now I cannot log into my own account. ********************** has created several ticket numbers, randomly closed a few without any resolution. Ive called them several times but all they say is its been escalated to a special team as they need to verify my identity before giving me access. No other information is shared on timelines etc. Their customer support agents ask me to follow a few steps by going on their website which just takes me on an endless loop without any resolution. They ask me to upload and email all my ID documents along with selfies on a regular basis. Ive sent them all these documents at least a dozen times already but each time they claim its unclear/blurred. Even a child could verify my identity based on these documents. I just need to log into my account as soon as possible. I have no access to my investments and no way of knowing by when itll get resolved. One email from them on February 3rd said the disputes team will work on it in 20 business days. That has long since passed. Some of my ticket/complaint numbers are - ********; ********; ********. These ones seem to be still open. They need to allow me to log into my account by unfreezing it and deactivating my erroneously chosen two factor authentication method. Please help, I need access to my money!

  Business Response

  Date: 03/13/2024

  Hi ********,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that youre unable to access your account. 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: 03/13/2024

   
  Complaint: 21387571
  
  I am rejecting this response because: I have responded to your email on 3/11 and also a follow up email on 3/10. I have not received any response to any of my emails. Your email had said you will schedule a call with me. You have done no such thing. I still do not have any access to my account/investment. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/19/2024

  Hi Sangitaa,

  Sorry for the delayed response here. We see that your issue has bee resolved via email through support case 18086513 on March 15, 2024.

  Please don't hesitate to reply to our email in case you still have other questions or concerns. 

  Regards,
  Coinbase Support

• Initial Complaint

  Date:03/05/2024

  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 was victim of phishing scam in April 2023 where somebody got access to my coinbase account and transferred everything except a small amount out (this was my fault) - after this, I regained access to log in to my account, but I'm still unable to do any transactions (including withdrawing the remaining money). They say it's a KYC / Know your customer regulation and reached out in July 2023 asking for info about the source of my deposited funds. I provided, and have heard nothing since. I've emailed and called multiple times, have various case ID #s etc - they aren't doing anything. I want my money back.

  Business Response

  Date: 03/13/2024

  Hi ****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that your account is being reviewed. 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: 03/16/2024

  Complaint: 21386701
  
  Hi - the company's response to BBB references a new case number and that they had reached out, which they did - that email is attached here.  However, their reply is no different than every other correspondence I've received from them previously, including on phone calls.  They are "reviewing everything" and will "reach back out... as soon as possible".  This unfortunately is not a resolution to my issue, as I have no reason to think this means anything other than another 9 months of waiting.

  Sincerely,
  [name removed due to disclaimer about not including personal info in reply]

  Business Response

  Date: 03/22/2024

  Hi ****,

  I hope this message finds you well. I wanted to confirm that we did receive your BBB rejection and are actively looking into all the details and documentation included.
  
  Your case is undergoing a thorough examination by the appropriate teams. I appreciate your patience as we work to complete a full and fair review.
  
  Please be assured that I will provide you with a substantive update regarding next steps just as soon as the evaluation is finished. In the meantime, thank you again for your cooperation.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21386701
  
  Hi - since my original complaint, I have heard back from Coinbase.  Attached are their first email, my reply, and their follow up.  I will be replying soon and am hopeful these are steps towards resolution, but I also must keep in mind that these were the same conversations we were having in July of last year, and at the final stage, they stopped communicating with me.  After all, an email from them is not a resolution to my issue - having access to my account and being able to withdraw my funds is the only acceptable resolution.  So until that happens, I'm hesitant to "accept", as I'm concerned that will cause communication to break down.  I will continue to communicate with them and hope for a timely resolution to this matter. 
  
  Sincerely,
  

  [Name redacted due to note in previous page to remove any personal info]

  
  

  Business Response

  Date: 03/29/2024

  Hi ****,
  
  I hope this message finds you well. I want to confirm that we did receive the information from the Better Business Bureau regarding your complaint.
  
  Rest assured your case is currently undergoing a comprehensive review by the relevant departments here. Thoroughly examining all provided details and documentation takes time but is important to fully understand the situation.
  
  I appreciate your patience as we work diligently to complete a balanced evaluation. Please be assured that as soon as the assessment is finished, I will provide a detailed update on next steps.
  
  In the interim, thank you for working with us cooperatively. Ensuring fair resolutions for any customer issues or concerns remains our top priority. if you have any questions. kindly reply to our email through support case 18548681.
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21386701
  
  I am rejecting this response because:

  My financial institution has advised that documentation being requested by Coinbase is excessive in relation to the Know Your Customer compliance regulations, and not to send unredacted pay slips or bank / financial statements. The first attachment here is my most recent reply to their requests advising them of such, and requesting them to provide documentation which shows they are allowed to require the what they are asking for.  This is the same thing I asked in July 2023, after which they stopped responding.  I answered their other questions.  

  At the same time, I received another email (second attachment) indicating that if I didn't reply to their email within a certain time period, I would not "retain" my account. This seems in ***** contrast to the email I received the day prior (third attachment) acknowledging my BBB complaint and that they were working towards a resolution (third attachment).
  
  I remain on standby for their next reply and to hopefully continue towards a resolution, but at the moment things remain unresolved. Thanks again for your time and help on the matter.
  
  Sincerely,
  [Name removed due to notice on previous page to omit personal information]

• Initial Complaint

  Date:03/05/2024

  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.

  There was AN UNAUTHORIZED WITHDRAWAL from my account in CoinBase **** I reported to CoinBase **** right after I noticed the incident and they replied back saying that it was a fraud with possible identity theft from someone else from their investigation on their side. They said it is not their responsibility which is the users'. Identity theft and fraud is a very serious issue which all companies, especially banks (including Bitcoin companies of course) should be responsible for! If not, nobody can trust that company. Coinbase **** says if any scam or fraud is found, report to the company and if I am eligible, they can reimburse the amount, which I doubt so far based on their response. As long as they found out who scammed my account (knowing IP address and wall address), Coinbase should reimburse! I went to the Small Claim Court in Los Angeles Court and they said I need to find the phone number and address for a very very specific department out of tons of departments in CoinBase **** which was almost impossible. Fraud Date: 7/1/23 Theft Amount: ********** BTC (around $21,000 value now) The business committed nothing, even though they investigated that someone else did the IDENTITY THEFT and FRAUD happened. This dispute is about: Fraud The business did not resolve the problem yet. Coinbase Case #: ******** FTC Case # (1st report): ********* FTC Case # (2nd report): ********* I recently learned about Better Business Bureau and really hope that my case can be resolved with getting reimbursement. That amount is equal to my three months of living. This is a serious security issue about crypto currency. *********** is a financial organization offering the same financial services as traditional banks including all financial activities such as deposits and withdrawals. It should not only care about deposited money but withdrawals, especially unauthorized ones. Then I will assume that fraud possibly happened from an insider of the company.Thank you!

  Business Response

  Date: 03/13/2024

  Hi *****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that your account was 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.