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:02/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello - My account at ********************** has been restricted for over two months after a few basic transactions of adding funds from a single bank account. The account has since been restricted from adding new funds or transferring my crypto out for over two months. My issue has NOT been resolved after multiple (8) attempts to contact Coinbase. I keep running into the same issue with Coinbase. My account was restricted after I had transferred $1k to my Coinbase Wallet in November 2023 and I since cannot ACH funds into my account, transfer crypto, or withdraw my funds. I keep getting asked to verify my identity, which I have done multiple (6) times by providing them with my driver license multiple times, sending you my utility bill (4) times, taking a selfie (3) times, and entering PINs that were sent to my email and phone. I am not able to properly operate my account on ********************** and every single representative ASSURES me that the issue has been resolved and ends the chat without a proper resolution. It's been over two months and there is no timeline to a resolution after multiple attempts. This is unacceptable. They are holding my funds hostage and I cannot transfer them nor add more funds for that matter. I am told that I can sell my funds and transfer the cash out, but I would need to incur substantial transaction fees to sell at Coinbase and would need to pay these fees again at another platform to buy these positions. This is absurd. I keep reaching out to them about this and I am being told that the account is under review and that they do not have an ETA. Feel free to reference ticket number ******** when reaching out to them.*******,*****

  Business Response

  Date: 02/12/2024

  Hi *****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that there are some functions in your account that are currently restricted. 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.

• Initial Complaint

  Date:02/05/2024

  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.

  Coinbase customer service is more like a high school bully. They do what they want with your accounts and if you try to post true opinions about their horrible service they still your crypto. they're still your crypto wallets too. The years owning a coinbase account I would not get help from customer service I would always ask for a manager. I would never be able to speak with a manager about anything. Not about a coinbase staff being rude or to problems with my account. first, they took my wallet! your keys your wallet that's a lie they took my wallet and then they destroyed my wallet and took my money out of it because they felt they had the right to do that not Discussing anything with me just making fun of Me. Coinbase staff would answer my questions with questions not taking any of my evidence and giving me the run around. They destroyed my wallet by linking my two coinbase wallets together and when I took out Bitcoin from one of my wallets it would drain from both wallets until I have none. When I had called in for help about my well it's the captain encouraging me to just delete the app and reinstall that delete the app and reinstall the app and that's all they would say and why I found out because I broke my phone and had to get it replaced when you do that the wallet disappeared but I have a copy of it on my laptop it did put it on there before they could do anything with it so that why is on my laptop but it is drained of any crypto on it but I do have a screen Snapchats I sent to you. I just recently tried to pull my money out of coinbase but I could not do it. they had blocked the last transaction and then sent me an email saying that I had fees and other stuff I need to pay they were trying to recover money from for me. All that for a bad review I gave them. they asked me how are they doing on their job and I told them the truth basically that you know they're bunch of kids and your keys your wallet is lying! they will steal your money. I have proof to back up all my claims I have proof of emails I don't have proof of their conversations with me because I could never get all of them because they don't let you record that they don't send you emails, they're not transparent they are the worst customer service in the world. I did not know a business could conduct business like this. Please help me. Thank you

  Business Response

  Date: 02/12/2024

  Hi *******,
  
  Thanks for reporting this to us. We've sent you an email through support case #********. 

  Coinbase Wallet is a self-custody wallet that gives you complete control of your crypto. This means that the private keys (that represent ownership of the cryptocurrency) for your Wallet are stored directly on your mobile device and not with a centralized exchange like Coinbase.com. 
  

  We've carefully reviewed your issue and explored all available support options to help you resolve it. We have provided all the relevant information or instructions to resolve your issue and are unable to offer further assistance beyond what has been provided. Any further inquiries related to this issue will not receive a response. If you have any questions unrelated to this issue, please open a new case via our chat support.

  Regards,
  Coinbase Support

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21246682
  
  I am rejecting this response because:  Mcdick19cb.id my wallet is gone. I try to add it to my phone and nothing works. When I could not spend my bitcoin in my wallets I contacted customers service and you would not answer my questions you would answer questions with questions.  I have rhe email's every time you would say to delete rhe app  *** reinstall it.  Why? Will my phone had broken. I had no chose but to wipe rhe phone. That is when I found our that my wallet recovery phrase did not work it said well it does not exist how's that possible I didn't spell it wrong answer exactly how it should be word for word and it doesn't exist why?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/17/2024

  Hi *******,
  
  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.
  
  As shared, Coinbase Wallet is a self-custody wallet that gives you complete control of your crypto. This means that the private keys (that represent ownership of the cryptocurrency) for your Wallet are stored directly on your mobile device and not with a centralized exchange like Coinbase.com.
  
  As a result, these wallets are managed and controlled solely by our customers. Coinbase is unable to access these wallets at any given time or provide details about how unauthorized transactions take place.
  
  We are not able to further assist 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 **** center: *****************************************************
  
  Kind Regards,
  Coinbase Support

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21246682
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/04/2024

  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.

  WARPCAST/FARCASTER COINBASE WALLET SCAM ALERT! On 01 January ****, I used the Coinbase ****** mobile app (a product of Coinbase) to complete several "learning quests" that the company promises will result in varying amounts of payment "rewards," that come in the form of different cryptocurrencies. The first two quests were mediocre (for reasons that are beyond the scope of this commentary), but I at least got the promised reward. The third quest, however, cost (the equivalent of) $5 USD to complete, and upon completion, I was supposed to receive the equivalent of $12 USD. It was a very confusing task, and I was completely scammed. I completed all the necessary steps, I have proof, but I was never paid out. I had to go off-site to a separate app to complete the quest, and I was told I could use certain cryptocurrencies on particular networks that weren't there when it came time to pay. I paid via my Coinbase assets after having to transfer funds around several times because of the network confusion. After I had finished everything, I received an email from Farcaster/Warpcast saying I completed the quest, and would only be rewarded if I paid via Coinbase ******... this wasn't mentioned or highlighted at all previously in any instruction in either app or any of the emails I received along the way. I paid with Coinbase though, so if they're not giving me the reward because I didn't pay with the Coinbase ****** app (even though my funds in Coinbase are technically in a Coinbase ******) - it was an obvious fault on their end for not providing better instruction, or just a flat out scam. I have reached out to customer service 4 or 5 times, to receive the same robotic, unhelpful answer every time... "your reward will show in 48 hours." Incredibly frustrating. And now they've drastically reduced the reward amount from $12 USD to $5 USD. You have to pay $5 USD plus "gas fees" to even do the quest, yielding no profit! Others on Reddit have made similar complaints. SCAM!

  Business Response

  Date: 02/10/2024

  Hi *********,
  
  We appreciate you sharing this with us. We have reached out to you in case #******** to continue communication while we look into your request. Please locate this message, and respond in the thread if you have any other questions. We thank you for understanding.
  
  Thank you,
  Coinbase Support
  
  

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21245799
  
  I am rejecting this response because:

  As I originally noted in my complaint, I have contacted support multiple times regarding my issue, and each time the problem I was have was acknowledged, and I was told multiple times to expect payment in 48 hours. I have given evidence of my situation probably five or six times now- why does Coinbase not save support logs/communicatuon to prevent a customer from having to repeat their issue over and over? When the company contacted me, I yet again sent proof. I wanted to wait to respond to BBB until CB had a chance to fix the issue, which was frustrating because of how much time they take in between each message. Youd think they would arrange a phone call. Anyway they ended up sending a short message saying their team looked into it and said I had received my award and basically they were gas lighting me  they provided zero proof of their claim. I messaged back with even more evidence that they are incorrect and asked for proof, in case I made a mistake, and I asked a few specific questions that would clear things up.  When they replied their message was yet again short, contained no answer to my questions, no proof of their claims. I have traded and bought a lot of crypto on their site in the past couple of months, but I am obviously not valued as a customer. This is extremely disappointing  

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

  Business Response

  Date: 02/17/2024

  Hi *********,

  We're sorry to hear that your issue still hasn't been resolved. It looks like our team messaged you in case #******** to continue investigating and they are still waiting on your response. Can you please locate this message and respond to the team's request so that we can move forward with your case? Thank you for understanding. 
  
  Kind Regards, 
  Coinbase Support

• Initial Complaint

  Date:02/04/2024

  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 a deposit sent to my Coinbase account as a reversal (originally sent to Lbank exchange, they were doing maintenance so they sent it back). Coinbase received the deposit, but did not credit my account. They have kept it now for 10 days (since January 25) with no reason as to why I am no being credited. This is outright robbery and I am being told by their customer support they are working on it. Everything is on the blockchain in plain sight, I have no where to else to turn to. $8172 USD is the amount, my lifes savings up to this point being held without explanation. My case # was ********, I received an email today telling me case is closed. If anyone from Coinbase is reading this please pleas PLEASE help me get my money back

  Business Response

  Date: 02/10/2024

  Hi ***,
  
  We appreciate you sharing this with us. We have reached out to you in case #******** to continue communication while we investigate. Please locate this message, and respond in the thread if you have any other questions.
  
  Thank you,
  Coinbase Support
  
  

• Initial Complaint

  Date:02/03/2024

  Type:Order 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.

  signed up for Coinbase a few years ago and bought some coins through the Coinbase app. However, last year, I changed my legal first name and also updated my name on Coinbase. Since then, I haven't been involved in any coin transactions, so I kind of forgot about it. I also changed my phone number. When I tried to open the app on January 31, ****, and resume coin trading, it asked me to go through identity verification and selfie verification due to the changed phone number. After completing the verification successfully, it still prevented me from trading coins. I've had multiple chats with customer support, but they keep asking me to do the verification again, and I've done it more than ten times. Even when I tried to verify with my previous name, it didn't work. I have coins that I bought before, and I want to continue trading coins in the future. What should I do? Coinbase asks for ID verification when signing up, but even if I do it, it doesn't work. My coinbase id is ******************** My current legal first name is *****. My old legal first name was ******. Please let me use coinbase app.

  Business Response

  Date: 02/10/2024

  Hello *****,

  Thank you for reaching out to us here. We have reached out to you in case #******** with more information on next steps. Please locate this message and respond to the thread if you have any questions. We thank you for understanding.

  Kind Regards,
  Coinbase Support

• Initial Complaint

  Date:02/02/2024

  Type:Order 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 paid $29.99 for CoinbaseOne where they promise superior customer service and no fees. Since I didn't receive superior customer service and there were fees along with the app charging my wrong account (customer service provided 0 assistance), I requested cancellation of my coinbase One benefits. After cancellation, the refused to refund me the fee I paid and they also discontinued my coinbase one benefits 2 weeks before they were set to expire. I told them either refund me OR just continue the coinbase ones until expiration and they refused. Absolute trash company and I really don't understand how the gov allows them to operate in *******.

  Business Response

  Date: 02/10/2024

  Hi *******,
  
  Thank you for reaching out to us here. We have reached out to you in your case ******** with more information. Please use this email thread to communicate with our team as this is the fastest way to resolve your issue. Thank you for understanding. 
  
  Thank you,
  Coinbase Support
  
  

• Initial Complaint

  Date:02/02/2024

  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 bought Bitcoin a little over a week ago and they took my money immediately but are not letting me touch those funds. I went through the verification process and everything. They stole my money and I cant use the crypto I bought

  Business Response

  Date: 02/03/2024

  Hi Trenton,

  Thank you for reaching out about this.
  
  It appears as though this issue has been resolved as you have since been able to access funds. Our team has provided you with the most accurate and up-to-date information available. Your support case number is #********.

  For the future when you use a linked bank account as a payment method to deposit funds to your Coinbase **** wallet or to purchase cryptocurrency, these funds are immediately available for buying and selling on Coinbase. However, for security reasons, you will be unable to immediately withdraw these funds or send from Coinbase.
  
  You can see when deposited funds will be available for withdrawal prior to authorizing a purchase or deposit, as well as on the confirmation email for the transaction. To view your current withdrawal availability time frame, log in to your account. When you attempt a send to an external wallet from Coinbase, you will be presented with an option to see when funds will be available for this transaction. 
  
  For more information on how to use a bank account with ********************** or when deposited funds are available for withdrawal, please read: *************************************************************************************************************************************
  
  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:02/02/2024

  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 an account for several years with Coinbase. In 2023 I sold all positions that I held, cashed out, and closed my account. I need access to my **** paperwork for tax purposes but there is no process for getting this when your account is closed. It is impossible to contact Coinbase either by chat or by phone. Every option on their phone menu demands that you put in the phone number associated with your active account. I do not have an active account. If you put in an incorrect phone number it hangs up the call. There is no way around it. Similarly, to receive chat support on their website, it says to sign in. If you put that you cannot sign in/cannot access your account, there is a link that connects you with a menu from which you choose your issue. If you choose the tax issue, it only gives you one help option - how to generate a financial report. If you can't do that, it tells you to call. Well guess what, I can't get support on the phone. All the other options are similarly as limited. It cannot be possible to completely block people from being able to contact them. I request that someone contact me to provide me with this documentation. If not, I will report the business to the *** for failure to provide the form **** so that they may be subject to penalty as is law.

  Business Response

  Date: 02/03/2024

  Hi ******,

  Thank you for reaching out about this.
  
  It appears as though you have an open support case with our team regarding this issue. Our team has provided you with the most accurate and up-to-date information available. 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.
  

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My support case with Coinbase is/was ********. I withdrew funds to a closed bank account that was closed almost 4 years ago. It was a ********** account. I immediately realized my error and reached out to Coinbase. A representative indicated the funds would be returned by the bank, and to wait. I eventually contacted the bank to make sure the funds were returned.I received proof from the bank that the funds were returned the very next day. I provided that proof to Coinbase. I understand *** returns can take some time, but the time for the return elapsed, and Coinbase still didnt return my funds. A representative initially indicated my document from ***** was not official, so I spent over an hour at a local branch working with a very kind representative from ***** who worked to get me another document (even though the first document was directly from Chase). Coinbase then told me to wait awhile, and check my account periodically. I received generic responses except saying that my concern was top priority. After a few days I received a generic email saying my case was being closed and hoping that my problem was solved.I still have not received my funds. It appears as of now that Coinbase has simply taken the returned funds, and given me no explanation. I have demanded the case not be closed and that my funds be returned into my Coinbase account.

  Business Response

  Date: 02/02/2024

  Hi ******,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 17770048 in regards to the transaction 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: 02/03/2024

   
  Complaint: 21236740
  
  I am rejecting this response becausetl

  The response does not resolve the issue. It simply is the same generic response I got over a week ago. In fact the wording is exactly the same. I respect and hope that Coinbase is actually working on the issue, but the responses I have received don't even give me confidence that Coinbase understands the issue.  Coinbase sent an *** to a closed bank account (Chase), and ***** returned the *** because the account was closed. Apparently Coinbase either hasn't be able to find the return or lost it.

  The email from Coinbase simply asks me to "periodically" check my account to see if the issue has been resolved. Obviously, I am checking my account daily. I have been given no reason to trust Coinbase on this issue, but obviously I hold out hope that the issue will be resolved. However, the responses to this point have not inspired any confidence. 

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

  Business Response

  Date: 02/10/2024

  Hi ******,
  
  We understand how important this is to you. 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.
  
  We are not able to further assist 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 **** center: *****************************************************
  
  Thank you,
  Coinbase Support
  
  

  Customer Answer

  Date: 02/10/2024

  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.
  

  Their customer support system is pretty poor, but the issue ended up not being on their end, it was with poor and incorrect information from a bank.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/02/2024

  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.

  I have been a coinbase customer since 2017. I do not use the platform actively but do have some crypto in my account purely as an investment. Recently, I tried to create a web3 wallet to try one of the borrowing platforms.Apparently, this triggered a red flag for my account and my account has been under review for more than 2 weeks. The problem is I have never been given a clear answer what is being reviewed and what information I need to provide to get this sorted out. **************** is utterly useless. I regret putting trust and faith in this company, it's not worth it.

  Business Response

  Date: 02/02/2024

  Hi Bandan,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 17879469 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: 02/02/2024

  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,
  
  Bandan Das