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Business Profile

Financial Services

Coinbase, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:

    BBB’s business profile for Coinbase Inc. was created in September 2013. A review of complaints was completed in October 2024. Complaints on file state issues with logging into accounts and
    concerns of restricted accounts. 

    BBB recommends consumers review the links provided for consumer account information and assistance. BBB suggest consumers pay specific attention to Section 6.10 of the User Agreement concerning Suspension, termination, and cancellation. 

    https://help.coinbase.com/en/coinbase/managing-my-account

    https://www.coinbase.com/legal/user_agreement/united_states

Complaints

Customer Complaints Summary

  • 3,003 total complaints in the last 3 years.
  • 1,321 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/23/2023

    Type:Product Issues
    Status:
    Answered
    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'm trying to link my girlfriend's bank so I can add my own money to my coin base account and this company is playing government and not allowing this and what I do with my own money is my business not the government's.

    Business Response

    Date: 01/03/2024

    Thank you for reaching out about this.

    Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

    Customer Answer

    Date: 01/03/2024

     
    Complaint: 21051195

    I am rejecting this response because: I have no access to these accounts due to the fact that my phone number is not the same as the one I had associated with those accounts. If you can assist me with closing the accounts it would be fine with me, but if not I want to link my fiance's and I's bank account without prejudice from this great company that we intend to invest our tremendous wealth into.

    Sincerely,

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

    Business Response

    Date: 01/04/2024

    Hi ******, 

    Thanks for your response here. 

    We've emailed you through support case 17578975 with more information. Please check your inbox and spam folders, and reply to our reply. 

    We'll continue communicating with you via email for faster turnaround. 

    Regards,
    Coinbase Support

  • Initial Complaint

    Date:12/23/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Dear Better Business Bureau,I am writing to file a complaint against Coinbase regarding a security breach that allowed a fraudulent third-party application to access my Coinbase wallet.In early December 2023, I was contacted by an entity claiming to operate a Coinbase-connected "smart mining pool" at ethdefiex.com. They persuaded me to connect my Coinbase wallet to their website. Initially I made a small investment and received small returns. However, after investing more money, the funds were stolen by an unknown wallet address. Everything was done through wire transfers and in total, I lost ******USD. 1 wire - ****** 2nd wire - ****** 3rd wire - ****** The ethdefiex.com operators claimed this was under a "smart contract" and that I needed to invest even more money to retrieve my funds. It now appears this was a scam designed to steal cryptocurrency from Coinbase wallet users.I believe Coinbase has a responsibility to ensure third-party apps that connect to customers' wallets are legitimate. Allowing my wallet to be accessed by fraudsters constitutes a security failure on Coinbase's part. They should improve their protocols to prevent phishing sites from integrating with their platform.In summary, Coinbase's security practices were inadequate and permitted a breach that cost me significant funds. I hope the BBB can help raise awareness by publishing my complaint online cause I feel I'm never getting any money back from unscrupulous businesses like Coinbase and ensure improved security for all users going forward. Please let me know if any further information would assist in investigating this complaint.Thank you,******

    Business Response

    Date: 01/03/2024

    Hi ******,

    Thank you for reaching out about this.

    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.

  • Initial Complaint

    Date:12/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The date of the incidents where 12/06/23 & 12/07/23. They originally provided me with Case #******** then later after many wasteful/confusing communications, primarily with between myself and CoinBase the gave me another Case# ********. The amount of money that was stolen from me was in excess of $175k. From the time when the company was notified to the time which they then allowed me to access the activity which was on 12/20/23, was absolutely unacceptable and without explanation. In fact, if it where not that I hired an attorney( ******* M *******, with ******************.com ************) I probably still would not have access to my account. The company still has not provided with me an accurate account of how my funds were transferred into assets which I did not authorize and then subsequently transferred out. All the while resulting in trading fees for the company. At minimum these fees charged for each of the unauthorized transactions are ill gotten gains and show the company's participation in all of this.

    Business Response

    Date: 01/03/2024

    Thank you for reaching out about this.

    Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

    Customer Answer

    Date: 01/07/2024

     
    Complaint: 21049258

    I am rejecting this response because:
    It still dose NOT address my primary question as to WHY was I not allowed access to my account for several days and the HOW someone else was able to gain access to the account? If I am and always have been a customer in *******, why then would all of the sudden my account be marked or changed to a foreign account? Who authorized this change? What KYC(Know Your Customer) documentation was provided to effect these changes and what roll did CoinBase play in all of this? I would also like a detailed report THAT INCLUDES ANY AND ALL FEES CHARGED BY COINBASE for all the transactions on 12/06/2023 & 12/07/2023, that information continues to be withheld be their organization. Upon receiving notification from thee BBB Coin base decided to close the case, however I would like the case to remain open until these questions can be answered. Also I would like a detailed deception of each of the case # that are associated with my account? 


    Sincerely,

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

    Business Response

    Date: 01/10/2024

    Hello *******,

    We understand that this is a difficult position to be in. We have shared all the information requested in your case #******** and #*******. Please review all the messages from the two cases for the answers to your question.

    As shared previously, we have presented all the information we have, and exhausted all of our resources and are unable to further assist. We thank you for understanding. 

    Kind Regards,
    Coinbase Support

  • Initial Complaint

    Date:12/22/2023

    Type:Order Issues
    Status:
    Answered
    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.
    Hi, my Coinbase account is currently "under review", and I cannot trade, transfer money or do anything.It has been "under review" form months nothing change , I tried to contact chat and livephone they says doesn't support your regin I just need my crypto back , If you not support my country I want to send it to another platform . I just want to send my assest to another platform.

    Business Response

    Date: 01/01/2024

    Hi ********,

    Were sorry to hear of your experience contacting our team. We have reached out to you in your case #******** with more information. Please reply in the email thread to work with our team to resolve this issue. 

    Kind Regards,
    Coinbase Support


  • Initial Complaint

    Date:12/22/2023

    Type:Product Issues
    Status:
    Answered
    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 purchase of LINK token for a month and a half even though ive done all KYC and used the account for years. Now I sent separate eth and swapped for sol and tried to send to my phantom wallet and theyve locked that too and refused to give a reason why or support email help. Please look into both these requests and allow me to continue using coinbase as intended. They even sent me an email asking "why do you want to transfer out of your coinbase" and I responded and they still did not unlock access. At the very least I want to be able to send my sol out immediately but I also really want immediate access to my link to do as I wish. This "account review" is something they cannot clarify on nor should it exist. I am losing money while coinbase holds my funds hostage.Case number: #******** Case number: #******** Case numbers regarding eth I just sent: #********

    Business Response

    Date: 01/01/2024

    Thank you for reaching out about this.

    Weve sent you an email containing more information regarding this report through your ongoing support case (********). If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

    Customer Answer

    Date: 01/01/2024

     
    Complaint: 21046878

    I am rejecting this response because: they have been sending the same responses since november and we have gotten nowhere. They are refusing to provide any information on why my account that I have used for years is locked and customer service at this company is non-existent and disappointing. I have provided every bit of KYC information they have asked for and I am not sure what the issue is here. I am asking BBB's help in providing a solution here. 

    Sincerely,

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

    Business Response

    Date: 01/04/2024

    Hello *****, 

    Thank you for reaching out regarding your account review. We can confirm that your issue was recently resolved within support case 17449420. Please feel free to respond there should you have any further questions. 

    Kind Regards,

    Coinbase Support 

  • Initial Complaint

    Date:12/22/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Account opened 12/20/23 and purchased $10 of ETH. Purchased an additional $15 in ETH on 12/22/23. Within 10 minutes of purchase on 12/22/23, $14 was immediately stolen from my account. I contacted support who then blocked my account and kicked me out of my support ticket. I then called support and they said there is nothing they can do. I did not click on any malicious activity and have 2FA set up, yet someone using a VPN (this is the only info they gave me) stole my money and now I have to wait ******************************************************************************* account. I have also been locked out of my account for the next 24 hours. Terrible company with no fraud failsafes to protect its customers.

    Business Response

    Date: 01/01/2024

    Hi ****,

    We are very sorry to hear of your experience. Our team has reached out to you in your case ******** with more information. Please use this email thread to work with our team to resolve your issue.

    Kind Regards,
    Coinbase Support


  • Initial Complaint

    Date:12/22/2023

    Type:Product Issues
    Status:
    Answered
    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 been keeping my money for 7months now. I had some money deposited in my account and purchased cryptocurrency. Later I try to send out my crypto from coinbase I wasnt allowed. I received notification that my account has been restricted from sending. I quickly contacted coinbase on what I need to do. I did series of verification process and waited but I was still unable to send. I have contacted coinbase on many occasions since then but they keep telling me they are still investigating. But thats unbearable, investigating for solid 6months?. Till now coinbase has not given me enough explanation on why they needed to restrict my account and what investigation they are doing. I have $6194 in my coinbase. And me waiting for 6 months is enough time to let anyone hold my money. I need access to my fund and finally close my account on **********************.

    Business Response

    Date: 01/01/2024

    Hi ****,

    We understand how important this issue is, and we appreciate your patience.

    We've reached out to you via support case #******** informing you that we are checking on your account, and we'll provide updates there once available. Please don't hesitate to reach out to us through that ticket if you have any further questions.

    Regards,
    Coinbase Support

  • Initial Complaint

    Date:12/22/2023

    Type:Billing Issues
    Status:
    Resolved
    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 around ****** deposited in an account with them and they won't answer phone, contact me or reply to emails

    Business Response

    Date: 01/01/2024

    Hi ******,

    We are sorry to hear that you have been experiencing this issue accessing your account. We have reached out to you via your case ******** with next steps for account recovery. Please follow the instructions in the email, and reply in the thread if you have any other questions.

    Kind Regards,
    Coinbase Support


    Customer Answer

    Date: 01/02/2024

    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.

     

    They have replied finally, thank you so much! I hope they will now solve my problem. I really appreciate this!

    Sincerely,

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

  • Initial Complaint

    Date:12/21/2023

    Type:Order Issues
    Status:
    Answered
    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.
    With no reasons Coinbase put my account under review. My account was locked from any activity (not able to trade or even withdraw my own funds back to my bank account). I missed the deadline to pay tuition fee for university. After 7 business days I have keep contacting the support agents. No resolution was given only ask me to wait without giving me any information/ reasons/ timeline. Case number ******** was closed without being resolved. I have read online many of users are experiencing same issues like me. This is a huge amount of money to me. And huge financial loss was caused by this restriction. Please someone help me!

    Business Response

    Date: 12/31/2023

    Hi ***, 

    We understand how important this issue is, and we appreciate your patience.

    As communicated last December 27, 2023 through support case ********, were happy to let you know that we now have everything we need to meet regulatory requirements, and we're sorry for any delays in completing the review. We have fully restored access to your account and you can consider this case closed.

    Sincerely,
    Coinbase Support

  • Initial Complaint

    Date:12/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 opened an account with ********************** a year and a half ago. Invested approximately $500. I did get my # changed. I received an email that my account was compromised and to contact them. But I can't contact them by any means. Every attempt in an ** nightmare circle. I can't get on to my account, so I can't do a claim to do a complaint. The ** will not recognize any of my personal information. And I can't contact one human at coin base. I have tried three #'s, every path. I tried three different emails, all with ** response to go to web site that I can't get signed into. Please help.

    Customer Answer

    Date: 12/24/2023

    I i been trying to contact a person tthere for months on and off to no avail. To get back into my account. I opened the account March of 21. I have touched it since but I can't get into it and I can't get any customer service from ********************** to help.  

    Business Response

    Date: 01/05/2024

    Hi ********,

    Thank you for reaching out about your account access. We have created support case 17608461
     to request further information to best assist with your concern. Please refer there at your earliest convenience. 

    Kind Regards, 

    Coinbase Support 

Coinbase, Inc is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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