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:01/14/2024

  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 asked for ID verification and discontinuing retail exchange services while I still have $2000 worth of crypto in coinbase and won't allow me to trasfer to wallet, I accidentally changed my country from the U.S. to ***** because I uploaded my passport, and now I lost access to my Coinbase account, I have valid U.S. documentation, but just made a mistake there. Once the country has been set to *****,I cannot change the country back to the U.S. and verify my driver's license, cannot log into ********************** to buy/sell cryptos, and even cannot withdraw funds or crypto to my wallet. I need someone to help me get my access by changing my country back to the U.S. Right now theres just no way to do it, everything redirects me to the Updated User Agreement since ********************** is not working for the account country set to ***** and don't give people any chance to reverify new documents.

  Business Response

  Date: 01/22/2024

  Hi ******,

  Thanks for reaching out regarding the restriction on your account.

  We are pleased to inform you that we have complete the review and the restrictions on your have been removed. For more information, please check out our email through your support case 17705492.

  Kind Regards,
  Coinbase Support
  

  Customer Answer

  Date: 01/22/2024

  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,
  
  Daohan Sun

• Initial Complaint

  Date:01/14/2024

  Type:Sales and Advertising 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 gotten a new phone with a new phone number. I decided, then, to update my phone number with Coinbase who I have an account with. I cannot receive their text verification code to my old number. So I tried the ** verification process they use. They won't approve my verification even though I'm using the SAME driver's license I've used with them before. Then I tried to get support online, but I would need to sign in to chat with a real person. I cannot sign in. What made me angrier is when I called and the automated voice said the phone number (the one on file for the account) is not associated with an account. That's insane. So they are trying to keep me out of my account and putting obstacles in my way just to simply update a phone number. Coinbase uses scammy tactics within their operation so that people cannot access their own accounts and money. I have money invested and no longer have access to the money in that account.It shouldn't be this hard to update one's information.

  Business Response

  Date: 01/22/2024

  Hello *******,
  
  Thank you for getting in touch regarding your Coinbase account.
  
  We have sent you an email via your support case ********, including additional steps to assist you in regaining access to your account. Please check your email and let us know if you have any further questions or concerns; we are here to help.
  
  Kind Regards,
  Coinbase Support

• Initial Complaint

  Date:01/14/2024

  Type:Sales and Advertising 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 offered up to 200 dollars for signing up and depositing a first buy of crypto. I did all the steps and it stays stuck on finish last step which is to purchase crypto. The promotion has never unlocked - I searched the internet to find many others with the same false advertising problem. Heres a link *****************************************************************************************************

  Business Response

  Date: 01/19/2024

  Hi *****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that you didnt receive your reward for signing up. 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:01/14/2024

  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 put money into coinbase via my savings account. $10,250. I was going to possibly do some investing but unsure. I then decided I would rather not and after 3-5 business days after my money had cleared my bank I tried to withdrawal. Coinbase put a hold on my money until March 5th. I look see that a fraud and holding my money hostage.

  Business Response

  Date: 01/21/2024

  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:01/13/2024

  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.

  I have been a customer of ********************** since late 2017. Since then, I have been buying crypto on a relatively consistent basis, primarily through my credit union, but also to a smaller degree my bank as well. Around 2021 I actually managed to "cash out," and sell some of my crypto and convert that into cash from Coinbase since I made a profit. This was a relatively easy and straightforward process and I never had any difficulty converting the crypto into cash/fiat.Things went fine until December 7, 2023 where--out of the blue--I received an email form "compliance-kyc." Since Coinbase states that it doesn't perform customer service operations via email the first concern that this email was a scam. The email told me I had 15 days to provide very detailed, personal financial information (bank statements, paystubs, payment history, etc..) to them. Not doing so would result in my account being "restricted," in ways that were not specified.It took me four days to verify the email was legitimate.Once that was done, I sent one paystub (which was originally requested) and a couple' months of bank and CU statements. I waited a week and had to contact customer service to "escalate," my case to be reviewed by CB. After review, compliance-kyc finally responded and said that the information I provided was not sufficient. They asked for TWO paystubs (a month's worth--even though they originally asked for one paystub). I sent them two MONTHS of paystubs and an entire years' worth of bank and CU statements, as much information as I could. To this day (1/13/24) I have yet to have this "review," closed in my favor. I am still in financial limbo without being able to sell my crypto on a service I was on since 2017.I would like to get full access to my crypto and have this "review," closed in my favor. I am not guilty until proven innocent, I did nothing illegal, and I answered their questions to the best of my ability. Coinbase needs to be responsive here.

  Business Response

  Date: 01/19/2024

  Hi ******, thank you for reaching out to us through this BBB Complaint. Weve sent you an email containing more information and instructions 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 support case. Thank you.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21143126
  
  I am rejecting this response because:  This is not the case number I am concerned about.  That case was supposed to be be tied to the original case number, which was opened against me on December 7, 2023.

  The case # I am complaining about is as follows:

  Case # ********

  Again, I am complaining about having to wait for KYC research since December 7, 2023.  I am being penalized for nothing I have done wrong and simply would like this case closed after having sent in ***** of documentation including bank statements, pay stubs, transaction histories, etc..

  Again, the Case is ********.  I am complaining about Case # ********.  I would like someone to finish reviewing the documentation as this near two-month delay is affecting me buying a home and other transactions.

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

  CASE # ********

  Business Response

  Date: 01/25/2024

  Hi ******,

  Thank you for your reply, and for the added clarification.

  We are aware that there is an ongoing case #******** where an additional request for verification is being made of you. However, this is not currently impeding your ability to use Coinbase.

  Unfortunately, we do not have any new or additional information to share. Our previous BBB response, as well as our email response through your support case #********, are accurate and contain the most up-to-date information.

  Per your request, we have reached out to the appropriate team to ensure we are continuing our review. If there are any updates in that regard, you will receive them through your ongoing support case #********.
  

  We hope this helps to clarify. If you have any additional questions, please reply to our team directly through support case #********. Thank you.

  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21143126
  
  I am rejecting this response because:  I appreciate the response and letting me know that I am currently unimpeded on Coinbase.  I appreciate that and thank you for that answer.  However, I would like to know what exactly is needed from me?  How did this apparently detailed review/compliance check come about?  Did I do anything incorrectly to get this?  I do not remember providing all of this financial information when I first started with Coinbase in 2017.  And I had no problems whatsoever with them until now.

  If specifics are not able to be given as to what triggered this, can I at least have a heads-up regarding what information you could need in addition to what I have sent so I can get it out to you right away without having to wait such a long time to hopefully finish this process?  If ANY information is given, I would appreciate that and will happily close this case and continue to do business with CB instead of Kraken or Gemini.  My intention is simply to buy and HODL crypto and to continue doing business with coinbase, but if Coinbase no longer wants my business I can deal with that, I just want to know my funds are secure regardless.

  So, basically:

  1) What triggered this detailed review?  Been a member since 2017 and no problems until 2023.

  2) Is there any additional information needed from me that you can tell me now so I can have time to gather it?

  3) Is there an estimated time on how long this review is going to take?  This limbo I am in--in spite of what was said about my being unimpeded--makes me concerned with my account knowing how fast this crypto market moves.

  4) What is the worst-case scenario I am looking at here?  What would trigger this worst-case scenario taking place against me?  Assuming I go through the worst-case scenario, are my funds safe on CB?

  Thank you.

  Please answer these questions to the best of your ability--I believe since this started on December 7, 2023, I have shown great patience and have been compliant with the requests made by CB thus far to the best of my ability.  I would be happy to close this complaint with a satisfactory note if CB can provide some basic information about this.  It has been emotionally and financially stressful; I have never endured such detailed requests for information nor the inordinate time this has taken with any other business dealing I've had before.

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

  Business Response

  Date: 01/29/2024

  Hi *********************** a regulated financial services company, Coinbase is required to ensure Know Your Customer (KYC) information is up-to-date. Your EDD case, 17088551, is active and we don't have a timeframe for response, but can confirm it's under further review. Were also required to periodically review accounts to verify this information.Your account was chosen at random during a recent periodic review, which is why were reaching out for this information. 

  Customer Answer

  Date: 01/29/2024

  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.  My hope is that you send this information as to the "why" someone has this information requested earlier on in the review.  It would calm nerves down a lot and hopefully help avoid complaints.

  Thank you for providing clarity.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/13/2024

  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 an account with ********************** and i am trying to unstake my crypto but they have terrible customer service and i have no sucess with unstaking

  Business Response

  Date: 01/19/2024

  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.

• Initial Complaint

  Date:01/13/2024

  Type:Sales and Advertising 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 baught cryptocurrency using Coinbase wallet. My gmail account was closed preventing me from using that email address to verify and sign into my Coinbase wallet. When I attempted to change my email information in my wallet, I was unable to because I was required to verify using the closed email account. After notifying Coinbase and requesting an email address updated and accessing my wallet. I was told that I had to wait for an email after Coinbase confirmed my information. I never received any further information. It has been three years and I have had to repeat the verification process several times over the years. I have purchased some Bitcoin and other cryptocurrency I have not been able to access and may have earned or lost due to my being locked out of my wallet. Coinbase has insisted on opening a different wallet and I guess I am supposed to forget about the fact I owned cryptocurrencies in my original wallet. I have grown tire of contacting Coinbase and being forced to open a new wallet and repurchase what I have purchased in my original wallet.

  Business Response

  Date: 01/19/2024

  Hi **********,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that youre having issues accessing your Coinbase Wallet. 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:01/12/2024

  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.

  For months now I have had repeated emails, repeated requests for the IDs, and photos of me holding a piece of paper with today's date, only for it to be ignored, the case closed, and back to square one. Even when things go the way they are supposed to, they reject your ID with no explanation or advice on what to do next. You just open another ticket, and so it goes. Never once is a human being privy to any part of the process. I've called the company multiple times and spoken with a person who just assures me the same steps I've done over and over again. They have been no help and they seem to be avoiding resolving the issue. They have my account locked and refuse to let me have access even after having the right identification. I have thousands of dollars in an account that they are practically stealing from me. This is also happening to thousands of people with the same issue as me. This is fraud and scam from Coinbase and they need to be held liable and accountable in court.

  Business Response

  Date: 01/19/2024

  Hi ********, t**** you for reaching out about this. Weve sent you an email letting you know we have lifted the restrictions from your account 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: 01/22/2024

   
  Complaint: 21140142
  
  I am rejecting this response because: they send me a letter said that they fix it.We're reaching out to acknowledge your complaint submitted to the BBB.

  
  

  We reviewed your account and the identity documents you have provided. We're happy to inform you that we have successfully verify your information, and your account restrictions are now lifted.

  But 15 minutes letter send me: we are working on manual review of your ID.

  For you security, our team must manually review the photos you submitted of yourself and your ID. The review should be ready by this date: January 21,2024 12:20 p.m. PST.

  The day went by and they never sent me back an email to confirm that they were going to unblock my account. I went into my account to check if it was still blocked and it was. They keep making me do the verification process over and over again and the results are the same. They keep denying me no matter what.At this point it feels like they are mocking me and are playing games. They are of no help.

   

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

  Business Response

  Date: 01/29/2024

  Hi ********,
  
  We hope you're doing well upon receiving our response to your BBB rejection.
  
  We understand that you had some issue with the identity verification and 2FA update process.
  
  Upon checking, it appears that you were able to successfully upload your ID on *************** PM PST and updated your 2FA on 2024-01-23 2:04 PM PST. Additionally, our records show that you were able to successfully log in at exactly 2024-01-23 6:47 PM PST.
  
  We're glad that your account access issues were resolved. If you need further assistance, please reply to support case ******** and we will be happy to assist you.
  
  Regards,
  Coinbase Support

• Initial Complaint

  Date:01/12/2024

  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 saved some money to invest, but the money in it was suddenly gone,and no

  Business Response

  Date: 01/19/2024

  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.

• Initial Complaint

  Date:01/12/2024

  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 is the company with non-existent support and if your account is under review, there is no way you can actually solve it, all your support cases will be closed by incompetent support personnel. There is no reasoning for review or ETA for review to be completed. There are multiple reports from people whose accounts being under review for months.

  Business Response

  Date: 01/19/2024

  Hi *********,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that you have some issues on your Coinbase 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: 01/22/2024

  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. All restrictions on my account were lifted within 72 hours, as promised. 
  
  Sincerely,
  
  *************