ComplaintsforCoinbase, Inc

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Between 7/02 - 7/04 I received four refunds totaling $4,009.30 to my Coinbase debit card. On 7/10 I inquired about them and was told there was a delay. On 7/23 I was told Coinbase was able to fix the issue and that all refunds should have been credited to our accounts the previous day, 7/22. It is now 7/24 and not a single dollar has been made available to me. Nor have they responded to any further inquiries even though I've paid for priority support. I've made a complaint with the **** and am doing one here as well. Next week I will start the court process. Here are the transactions in question:THE GENERAL ************ / $609.30 / 2024-07-04T06:05:06Z DRIVEWAY MOTORS / $500.00 / 2024-07-02T20:08:01Z DRIVEWAY MOTORS / $400.00 / 2024-07-02T20:08:01Z DRIVEWAY MOTORS / $2,500.00 / 2024-07-02T20:08:01Z

  Business response

  07/31/2024

  Hello *******,

  Thank you for reaching out to us regarding these transactions. 

  Our team reached out to you through support case 20002323. Kindly respond to our email if further assistance is needed. 

  Kind Regards,

  Coinbase Support

  Customer response

  07/31/2024

  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,
  
  ***************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made crypto transactions on July 15 and July 18 using my debit card. I provided all screenshots to them to prove it was my debit card and not bank account. They placed a hold on my funds until they posted from my bank. Fine no problem. They posted 3 days later. Its been 9 days and they still wont release my assets. They said today 7/24 at 4 and its 4pm and no assets then they tell me oh you have to wait until 1159. This is completely ridiculous and Im tired of being lied to and scammed they will not return what is mine they are holding my assets hostage for no reason when they have been paid. I want a refund or my assets

  Business response

  08/01/2024

  Hi *****,

  Thank you for reaching out about the issue you're having with our security holds. We have followed up with you on case 19958146. Please reply directly to our email with any further questions.

  Regards,
  Coinbase Support 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  From December of 2022 until it closed in November of 2023, I participated in Coinbases BTC Borrow Program. On 7/20/23 I received an email explaining that Coinbase would be closing the program as of 11/20/23. I paid my interest back on time every month and the outstanding balance of my loan. As compensation for closing the program abruptly, Coinbase offered 4 free months of Coinbase One irregardless if you would be new to the service or already an existing customer. The email did not include a time limit on when the free 4 months could be used. The email did state under FAQS:What if I already have Coinbase One? Do I get a refund on my membership?Yes. If you are already a Coinbase One subscriber, you can still redeem the promo code for four free months of the subscription. The 4 months following redemption of the code will be free. Enter promo code BORROW2023 at coinbase.com/one under manage subscription to claim your refund.I tried to redeem my 4 free months today as directed in the email but the app said the code was expired. I reached out to support and was told because I had used a free trial for Coinbase One when I first signed up for the service (in 2022) that I could not use a free trial promo again. I explained that this was not the same type of free trial promo but a gift for closing the loan program. The email states, To support you through this transition, we are offering you four free months of membership to Coinbase One, which includes prioritized customer support.I would like a new code to redeem what Coinbase promised to the participants of the program.

  Business response

  07/31/2024

  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.

  Customer response

  07/31/2024

  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,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep frustration and dissatisfaction with Coinbase's handling of my complaint regarding unauthorized charges for a Coinbase One subscription. I hope to resolve this issue fairly and promptly with your assistance.Background:Two Accounts with Different Email IDs:I have two separate Coinbase accounts linked to the same phone number: one associated with my Gmail ID and another with my Hotmail ID.In December 2023, I initiated a Coinbase One subscription using the Hotmail ID account.Cancellation and Continued Charges:I canceled the free trial of the Coinbase One subscription in January 2024. Despite this, Coinbase continued to charge my Gmail account for the subscription from January through July 2024. These charges are incorrect, as the subscription was started and canceled on the Hotmail account.Current Issue:In Coinbase's response, they mentioned that a total of $29.99 was credited back to the Hotmail account. However, this does not address the unauthorized charges made to my Gmail account, resulting in significant inconvenience and financial loss over the last six months.Request for Resolution:I demand a full refund for the unauthorized charges made to my Gmail account for the ********************** One subscription from January 2024 to July 2024. If a refund has already been processed for one month on the Hotmail account, the refund should cover the remaining months charged in error.Additionally, while I understand Coinbase's policy regarding multiple accounts, these charges were made erroneously, and I trust they can make an exception and provide the appropriate refund.This situation has caused tremendous inconvenience, and I am incredibly disappointed with the lack of proper resolution thus far. I request the Better Business Bureau's assistance in ensuring that Coinbase addresses this issue with the urgency it deserves and provides a full refund for the last six months of unauthorized charges.

  Business response

  07/31/2024

  Hi *******, 

  We understand you would like a credit to be issued for your Coinbase One subscription. We are investigating the situation now, and will keep you updated on the email thread associated with case 20000905.

  Thank you for your patience.

  Regards,

  Coinbase Support

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 19th of this month, *** received an email from the compliance team of Coinbase asking me to provide some documents that they need more information from me. Before I received this email, Ive verified my account successfully and specified that my occupation is a student when being asked. However, a few weeks after that verification, they asked me to provide a proof of employment status and salary/income in the email I received on the 19th and told me that if I dont comply, my account will be restricted in 15 days from the day that I received the email. *** tried to reach out to them regarding my concerns and questions for the documents they asked that are outside of my ability to provide since the 19th but got no response at all and Ive tried to contact the customer support everyday to see if theres anyway that I can give them a call or have them reply to my email as soon as possible, but got no reply at all and had to keep repeating myself to the customer support everyday to ask while giving the same response telling me that they will reply to me promptly. This makes no sense that their policy said that students and unemployed personnel can use this platform but they emailed me and request the information that I dont have and not reply to my email about the concerns and questions I have. And they gave me this 15 days limit before my account will be restricted while they are not responding and replying.

  Business response

  07/31/2024

  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.

  Customer response

  07/31/2024

   
  Complaint: 22037766
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the coinbase card to buy something from ******* I had that item returned and coinbase got the refund from ******* days ago but they still haven't given me my money my name is ************************* phone number ********** DOB 10/31/1993

  Business response

  07/31/2024

  Hi *******,

  We're sorry to hear that you experienced this delay receiving your refund. We have followed up with you on case 19986465. Please reply directly to our email if you have any questions.

  Regards,
  Coinbase Support 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Its just complete trash of a site.Years ago, if you send crypto to someone or somewhere it still took forever but that forever was 1-2 hours, now its taking over half a month and this is not the first time.My last transaction I sent money to my coinbase account and sent the crypto to the merchant and it took over 2 weeks and I thought it was just a fluke but here we are again.I made a transaction on July 13 2024 at 12:20am and sent money to a merchant and STILL NOTHING.Coinbase was quick to take the money from my bank but here we are 10 days later and nothing.I reached out to customer service twice and no response back at all.Including a screenshot of the transaction that never got to the merchant as well as my email to support that never got responded too and we are nearly half a month of no response but they made sure to take my money

  Business response

  07/30/2024

  Hello *****,

  Thank you for reaching out to us regarding your transaction concern.

  We've sent you an update through support case 19994182. Please respond to our email for better and faster support.

  Regards,

  Coinbase Support

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April I set to have a percentage of my direct deposits be sent to my Coinbase. Nearly the same time my deposit posted my email was changed without my knowledge. I notice and instantly reach out and am told I need to wait on the escalation team to investigate. I wait and do some research of my own in which I then find the email address it was changed to. I dont have access to the account so I could only login to my Coinbase.. then 2-3 days after reaching out to them my account was blocked. I reach out and was asked to provide my ID and it was rejected. This happened many times over. I sat on the phone for 2 hours with one person who just kept rejecting them, making me redo the code on paper, and overall I felt like my info was stolen. They have no idea about my email being changed without my consent either and it feels like Coinbase themselves did the hack. I posted on their Reddit on 07/03 and had it escalated again. They told me by email to make a new account with my email and then to verify it which I did. I was told after I verify ownership of my original account my balance would be sent to my new account. I made the new account then was asked to link a card in which I do not have and told them this in which they said I would need to verify my identity with them. Although I had done this already I went ahead and sent the photo of my ID selfie. I got an email to resubmit it so I did but also was sure to express my frustration and confusion about doing so again. They said they was reviewing the information and I would hear back. They write to periodically check my account to see if my issue is resolved and asked which email is my new account to should receive my funds. I responded then after no response I reply asking for a time frame and was told they was reviewing my information so I say I was told it had been reviewed and I was asked for my email for my account. They replu asking for me to upload an ID selfie. I can't keep doing this I just want my $3,300!

  Business response

  07/31/2024

  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.

  Customer response

  07/31/2024

   
  Complaint: 22034997
  
  I am rejecting this response because: In their email they just told me the same thing theyve said for the last two weeks since uploading my ID which is that they are reviewing my information. They did provide me a 72 hour time frame this time so once they have a resolution I will update my complaint accordingly. 
  
  Sincerely,
  
  *******************************

  Business response

  08/01/2024

  Hi *********,
  

  Thank you for the response and update on your complaint. We will follow up once an update is available. We thank you for your patience and hope you are well. 

  
  Regards,

  Customer response

  08/05/2024

   
  Complaint: 22034997
  
  I am rejecting this response because: They told me once again they was waiting for the investigation to be completed and promised me to have an update by today 08/05 in their last email. The previous email I got from them was also in response to this complaint where they had said theyd have an update in 72 hours however did not. Everytime I message them or they respond to this complaint they just say the investigation is happening but theres no reason it takes a month to review my ID to prove my identity! I just want my $3,300!!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $245.00 plus in coinbase and its been 3 years plus i have been trying to cash out and close the account and the company is giving me a hard time i have been contacted the legal team personal in this company by the name of ******************* and its been nothing but been a pain trying to get my funds back i don't want to do business with this scam company coinbase as you can see there are lots of complains about this company from investors and then this company uses scammers to hack into your account and steal your personal information maybe this company is selling the customers information for profit this company needs to be investigated and lawsuits needs to happen they don't have a customer service number ,they business in ************* is not responsive very bad company to do business with no wonder they have such low rating of 1.5 who is the ceo of this company ?

  Business response

  07/31/2024

  Hi *******,

  We understand you are having issues withdrawing your funds. We have reached out to on case 19999620 to follow up with your concerns. Please reply directly to our email if you have any questions.

  Regards,
  Coinbase Support 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Coinbase one member and I was denied the 24/7 phone support at ************** I needed on July 12th.I pay for this service as a member.This is complete security neglect from Coinbase to your Cleints By me not being able to reach you to block my account, I lost my life savings to Coinbase. Refund these fraud charges 0.53

  Business response

  07/30/2024

  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.

  Customer response

  07/30/2024

   
  Complaint: 22033712
  
  I am rejecting this response because:

  With no prejudice  Please consider the following carefully. Please respond to this as soon as possible.

  I really think you should do the right thing for your customers. I was loyal to ********************** for seven years and a member since inception of the coinbaseone program. I wouldve stayed with your company for 50 years plus.
  
  I am a coinbase one member. One of my rights is to have access to your 24 hour phone service at ***************. ************ was denied by Coinbase. I tried calling several times on July 11.
            I have phone records and recordings. 
           Its right on your website as a Coinbase one  member.

  
            ************ was not provided for me to lock my            account. I tried calling several times on July 11. If I wouldve been able to talk to you, I wouldve been able to lock the account in time. This is complete negligence from Coinbase to its clients.

  You confirmed that only one transaction went through on July 12th. 
            There are two cancel transactions that same   day. One for .221 and *****. I have screen shots of the status saying cancelled. 
  Please return these funds to my account. 
  I have evidence these transactions did not go through. It also shows clearly status canceled.
  (attached) 
  
  4) Please provide your full legal information because I am suing you. You neglected security for your clients in, which I pay for you. This is gonna end up costing you double then just reimbursing me. 
  
  Right your wrong and reimburse me my life savings back. This fraud fails on Coinbase security negligence to its Subscription members. A judge would see it this way.

  
  Please help me.

  Sincerely,

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

  Business response

  08/01/2024

  Dear ******,
  

  We're sorry for the inconvenience you faced on July 11th while trying to reach our 24-hour phone service. We're investigating this issue. Remember, you can secure your account by contacting our messaging support or locking your account via our Security Settings page.

  Account security is the responsibility of the account holder, including safeguarding devices and credentials. For tips on enhancing your account's security, visit our Help Center: *****************************************************************************************************************************************.
  

  Coinbase can't protect your email, devices, passwords, ****** verification codes, or other credentials, and isn't responsible for any activity resulting from a breach of these items.
  

  Please note, unauthorized transactions are irreversible. Coinbase can't cancel, reverse, or recover funds sent to external cryptocurrency addresses, nor provide reimbursements for losses from unauthorized transactions.

  Regards,

*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. ↩