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:03/07/2025

  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.

  3/06/2025 2/22/2025 Transaction from my individual account that I did not authorize, approve of, or initiate. No emails or phone calls were initiated by Coinbase informing me of this transaction.All crypto was converted to XLP and then transferred out to IP address in ***************. within minutes Attempted to resolve the problem by phoning the #************ only to be led back to the site...no person to talk to..., per them, advised me to lock account... account was locked...follow up email case #Case# ******** e-mail said to contact them if problem was not resolved...per .Coinbase Security..Contacted them again .. at phone number the person I spoke with (Mai who I spoke to 2 x said there are many Mai's, same voice) on the phone said there was no unauthorized transaction that was completed. My IP address was in upstate NY the transaction was placed from ***********, **, Another attempt which was denied was from a ************ acct., IP address, after my investigation into my account on Coinbase.All access initially and for the past 5 years was the upstate NY IP address. I bought the coins and held them...no transactions. NO success or resolution from customer service or ********************** security. Very disappointed with this company. Need action against this company, fore they are the only ones who had user name , password or any information on my account. I feel that someone inside this company is gaining access and taking the Crypto.

  Business Response

  Date: 03/14/2025

  Hello *****, thank you for reaching out to us about the unauthorized transaction. We've sent you an email with more information regarding this report through your ongoing support case ********. If you have any further questions or concerns, please reply to us in your ongoing support case. Thank you for your patience and understanding.

  Customer Answer

  Date: 03/21/2025

  I am still not having any satisfactory results from Coinbase, they want me to sign in after they locked my account. No way to sign in.....very dissatisfied. Keep trying with no support from them.

   

  Thank you,

   

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

  Business Response

  Date: 03/25/2025

  Hello *****, we apologize for any inconvenience and appreciate your understanding. We want to assure you that we are actively reviewing your account to address the issue. An email with further details regarding this report has been sent to you through your ongoing support case (#********). If you have any additional questions or concerns, please don't hesitate to reply within your existing support case. We appreciate your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23036460
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/07/2025

  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.

  Around May 2024 my account was freezed by Coinbase due to *** not updated within time as I was struggling to update it. Coinbase was rejecting my documents the whole ******* my account was freezed, after a long process of alot of documents that was requested over a few months period I managed to finish the *** and they have restored my account but there was no assets in it.I could see on the transactions that they have withdrawn my assets from my account and never gave it back when they have restored my account. Up until this day there's no assets in my account which I've tried several times to restore it with no luck

  Business Response

  Date: 03/12/2025

  Hi Sarel,

  Thank you for reaching out to us through your BBB complaint. We have emailed you regarding this report under support case# ********.
  
  Should you have any additional questions or concerns, please respond directly to this support case. Thank you for your patience and understanding.
  
  Regards,
  Coinbase Support

   

• Initial Complaint

  Date:03/06/2025

  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 locked my crypto account out last week because I inquired about a suspicious message I received and wanted to confirm it wasn't them. I was the one that initiated the message and once they confirmed it wasn't them, I didn't move forward in responding to the suspicious message. Nevertheless, without requesting it, they locked my account so I could not buy or sell my crypto investment. I then followed the steps to unlock my account by submitting a picture of my passport and a video following their instructions. I never heard back from them, so after several days, I called them today asking to unlock my account and they told me to redo the picture and video because it didnt work on their end (nobody notified me it didnt work until I called, so that was several days of me missing opporutnities to buy/sell and resulted in me losing significant amount of money. I then followed their process again, taking a picture of my drivers license along with another video and it was denied. I then redid the picture of my passport and the video and again it was denied. They are not specifying why it's being denied other than to give common reasons and when I call they refuse to put me on the phone with anyone that can help, instead redirecting me to the online process, so now I am stuck in this loop and have exhausted my options. In the meantime, every minute that goes by I am unable to invest and losing money as a result. I don't know what to do anymore and need help.

  Business Response

  Date: 03/09/2025

  Hi *********,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 22612923 in regards to the sign in issues in 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:03/06/2025

  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 received an OTP text from this company [COINBASE] when I called to inquire why I received a otp request for a company *** never used or even heard of, and the person in the other end sounded like they were laying down in the bed. Then said they would remove my number and to please dont call back again but a 6 digit pin was sent to my phone and I was given no information on how this happened, who put the request in, and where was the request made.

  Business Response

  Date: 03/12/2025

  Hello Mala-Ikah, thank you for reaching out to us about the text message you received. 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 for your patience and understanding

• Initial Complaint

  Date:03/06/2025

  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 am a small investor and all of a sudden, Coinbase has been taking $29.99 out of my bank account in the past three months with no reason why. I have attempted to get in touch with Coinbase through their emails and phone calls but I have not received a response. If I try to call, they request a credit card to pay for the call and I will not put that information out there. This is the second complaint o this issue and I supposedly received a reply from YOU and when asked to go to https:// ****************************************************************************, that goes nowhere.

  Business Response

  Date: 03/10/2025

  Hi ******,
  
  Thank you for your patience as we looked into your concern.
  
  We have emailed you regarding the Coinbase One subscription fee on support case 22613327.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support
  

• Initial Complaint

  Date:03/06/2025

  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.

  Commencing on or around May 2021, I fell victim to a multi-layered scam operation orchestrated by **************(the Fraudsters or the Company), with the design, development, manufacturing, promoting,marketing, distributing, labelling, and/or sale of illegal and outright fraudulent investment services,all of which aim at contributing to the goal of robbing and defrauding clients through a predetermined cycle of client losses to gains in the equivalent of ********* USD which was transferred from my wallet utilising your services.

  Business Response

  Date: 03/11/2025

  Hi *****,

  Thank you for reporting this to us and sorry to hear that you have been involved with this entity. 

  We would like to investigate this further to understand how we could assist. We sent you an email through the support case with reference number 22637983. 
  
  Please respond to our email as soon as you are able to faster and more accurate support.
  
  We look forward to your response. 

  Regards,

  Coinbase Support

• Initial Complaint

  Date:03/06/2025

  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.

  Complaint Against Coinbase **** Missing ************ of Transaction Transparency in Futures Trading I am submitting this complaint regarding my Coinbase futures trading account, where I believe my realized profits have not been properly credited and instead, the expected profit amounts have been pulled from my cash balance.I have observed multiple abnormalities in my account balance. Initially, I assumed these were simply delays in clearing transactions. However, after waiting, these balances were never accredited to my account. One such example occurred on March 5th at 1:15 AM.I contacted Coinbase Support five times, but each representative evaded my concerns, claiming this was only a display issue while failing to explain where my missing funds are. These specialists incorrectly stated that my transaction receipts were not guaranteed, despite my order being fully filled and confirmed.Coinbase Support Cases #******** and #********, all supporting documentation should be present within these cases.Resolution Sought Provide me with a clear, itemized transaction history detailing realized profits and losses from each individual futures trade, including the exact cash amounts deducted and credited.If Coinbase is unable or unwilling to provide this documentation, I am willing to settle for a reasonable credit that would cover what I believe are errors on their end, separate from my own chosen investment risks.If I am unable to reach a resolution through either full documentation of my futures transactions (with cash balances and P/L data) or a reasonable settlement, I will have no choice but to file official complaints with:I will formally request an investigation into the location of these missing funds and the lack of transparency regarding their movement within Coinbases exchange system (CFTC,NFA,SEC).

  Business Response

  Date: 03/12/2025

  Hi *******,
  
  We acknowledge your concern regarding your Retail Futures profit and your request for its statement. We are committed to helping you with it.
  
  We have sent you an email to provide guidance on how to generate your Retail Futures statement and on on how to review it, under support case ********. Should you have any additional questions or concerns, please respond directly to this support case. Thank you for your patience and understanding.

• Initial Complaint

  Date:03/05/2025

  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 locked out of my coinbase account requiring ID verification. I complete the verification and am then asked to complete 2 step verification- and it will not allow me to complete it and requires me to reverify ID again and continuously goes I circles.I cannot request live help without logging in, theres no email to requesr help or access any sort of help from their website or phone call.

  Business Response

  Date: 03/12/2025

  Hi Meagan, 
  
  Thanks for reaching out regarding your difficulties contacting Coinbase Support. 

  In order to further look into this, may we ask the email address you have for your account or case number so we can look into this further. 

  Regards, 
  Coinbase Support 

• Initial Complaint

  Date:03/05/2025

  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 got a call from this company about an account that I don't have and they already had my information. Sounds like theft.

  Business Response

  Date: 03/11/2025

  Hi ****, 
  
  We acknowledge your concern with the phone call, which you believed was from Coinbase. We have sent you an email providing details of our investigation, under support case 22629982. Should you have any additional questions or concerns, please respond directly to this support case.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:03/05/2025

  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.

  On Feb 5, I signed up for a Coinbase account, submitted my ID, and linked my bank account via Plaid. On Feb 7, I purchased XRP and Shiba Inu.On Feb 8, I received an email stating my account was temporarily restricted due to "suspicious activity." By Feb 9, I was permanently banned without explanation.Despite multiple calls to support over the next four weeks, I was repeatedly told my case was escalated, but no resolution was provided. I was instructed to wait, submit additional verification (which I did), and was assured that my withdrawal hold would be lifted.On Feb 13, Coinbase confirmed the hold was removed, so I sold my crypto, but when I attempted to withdraw my funds, I was blocked. Over several calls, agents contradicted each other, gave inconsistent answers, and failed to provide a clear ************* of March 3, I still cannot withdraw my money or reconnect my bank account. Each call results in another delay or a new verification request. I request immediate action to restore access to my funds and a clear explanation for the ongoing restrictions.

  Business Response

  Date: 03/12/2025

  Hello *****,
  
  We are sorry to hear that you are experiencing issues accessing the funds in your account.
  
  We have sent you an email regarding your support case with reference number 22638181.
  
  Please refer to this ticket for any updates and direct any additional questions through this case as well.

  Regards,

  Coinbase Support