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:10/25/2023

  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.

  On October 23, 2023 attempted to access my account which has been open for six years. Due to changing my phone I no longer had access to the prior authenticator app required to access my account. ********************** says I needed to provide a driver's license to verify my identity. I provided this, after which Coinbase locked my account. After attempting to contact customer service several times to no avail, I have no means of contacting and resolving my issue to regain access to my genuinely owned account. I cannot even speak to someone. Their support system is an endless loop / maze with the sole intent of not resolving issues. Coinbase is trying to misappropriate my cryptocurrency.

  Business Response

  Date: 10/30/2023

  Hi ****,
  
  Thanks for reporting this to us.

  We understand that you encountered log in issues after changing phones, but we see that you've already worked this out with our support team, and see that you have logged in to your account. 

  We've sent you an email through support case #******** if you still might have questions or concerns. Please don't hesitate to reply to our email, and we'd be happy to assist. 

  Regards,
  Coinbase Support

• Initial Complaint

  Date:10/25/2023

  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 purchased a crypto via coinbase wallet and continually tried to swap the coin. The error message said there was insufficient funds to complete the transaction. That was false. I attempted to swap numerous times. I even attempted all the suggestions coinbase offered. Nothing worked. My coins are still is in the wallet and I'm unable to trade. I've attempted everything and still nothing.

  Business Response

  Date: 10/29/2023

  Hi ******,

  We understand how important being able to swap crypto on Coinbase Wallet is, and we appreciate your patience.
  
  We've reached out to you via email through support case #*******, asking for screenshots.We'll keep that line of communication to support you, and please don't hesitate to email us through that case should you have questions. 

  Standing by for your email reply. 
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20783649
  
  I am rejecting this response because:
  I have provided screen shots and these are the same screen shots I have provided multiple times. I am still unable to swap or send crypto. Coinbase keeps providing the same reason for this inability to swap or send: Pending transactions. There seems to be pending transactions that has been pending for nearly a month. The wallet does not show pending transactions but a balance of Ether which is more than enough to send or swap crypto. 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/31/2023

  Hi ******,

  Thank you for keeping in touch on 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 in support case #********. 

  After a review, we can see that these previous pending transactions have been resolved and you have since been able to start new transactions from this ETH wallet. 
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

  Kind regards,
  Coinbase Support

  Customer Answer

  Date: 11/06/2023

  In regards to the case number above #********. Coinbase has blatantly lied. Coinbase has stated that I have been able to trade via there wallet. I have not been able to trade. This is what Coinbase stated in regards to my complaint via the Better Business Burea. Please advise.

  Business Response

  Date: 11/07/2023

  Hi ******,

  Thanks for reaching back to us.

  We're provided options through your support case ******** in order for you to access your crypto in your Coinbase Wallet. 

  We regret that we cannot provide further assistance aside from what we've indicated via email, and we will consider this case closed.

  Kind Regards,
  Coinbase Support
  

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20783649
  
  I am rejecting this response because:

  Coinbase has offered the same solutions over and over. I have taken every step that has been given numerous times. The issue is still not resolved. I have lost over 8k$ dollars as a result. I have been a loyal customer for numerous years and ********************** has made plenty of money as a result. It's clearly a glitch on their end. Instead of correcting the issue and making me whole they act as if the customer is wrong. My coins and NFT'S are stuck in the coinbase wallet. No reputable business operates in this fashion. Coinbase is operating as a rogue business that's taken no accountability. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinbase has refused to remove an old number from my account that i called to have them remove over a year ago. Coinbase has locked my account and funds, and won't allow me to speak with a supervisor. I keep having to re-verify my account only for nothing to get done. They keep sending verification texts to the old phone number ending in ****, which means my account is not secure, as it is going to someone else that now has that number. The agent did not listen to the problem with the old information, and then later sent me an email threatening that they won't help me if I continue to be frustrated and unprofessional (cursing under my breath, and not at him) after he refused to let me speak with a higher up who wasn't new, and actually knows how to listen/do the job. I want my account unlocked, I want the old information removed like it was supposed to have been done over a year ago. This company seems like thieves, with a noisy call center, and thick accents, and terrible listening skills.

  Business Response

  Date: 10/29/2023

  Hi ********, 

  Thanks for reporting this to us. We see that you were already able to log in to your account. We've sent you an email through support case #******** in case you still need assistance, and we'll keep that as a line of communication. 
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20782227
  
  I am rejecting this response because they haven't done as I have requested and are now demanding I open a second "temporary" account to fix the problem on their end. They claim they will delete the temporary account, which gets verified by a third party, when they are done, but they aren't able to remove an old phone number and the third party then has more of my information and a second email address. I reject the response because they are being shady and threatened to not help in the first place. I hope legislation passes against their favor and they get shut down before they have an "accidental" data breach. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/31/2023

  Hi ********,
  
  We understand your concerns for your privacy and we want to reassure you that we do prioritize protecting your data: ********************************************************************************************************************
  In order for us to resolve this issue, we have processes in place that require both parties to participate. We ask that you please refer to the steps shared in your case #******** on 10/30/2023 in order to update your phone number on your account. If you have any other questions, please continue communications within your email case.
  
  Kind Regards,
  Coinbase Support

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20782227
  
  I am rejecting this response because I want the account closed. Close my ***********, because of course it wont allow me to do even that. Delete ALL of my information, and close this account. Keep the *********** cents that's left. I'm done with idiocy. I'm done with coinbase and their inability to do anything other than hire inept representatives. Close the account. 

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

  Business Response

  Date: 11/02/2023

  Hello ********,

  Thank you for contacting us regarding your account. We have informed you of your account's deletion via support case 16875455.

  Thank you for your time and attention in pursuing this issue with Coinbase.

  If you have any additional questions please feel free to contact us through our help center at: *****************************************************

  
  Kind Regards,
  Coinbase Support
  
  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20782227
  
  I am done talking to you. I reject everything you have said. You never did take care of the issue that I first contacted you about. You, your reps, your app, and website is broken. You're able to remove change from my account and close it, but you couldn't delete a phone number that was supposed to have been deleted a year ago. I'm not the only one to have issues with coinbase, the complaints are all over the internet. I just wish I had looked before I ever started with coinbase. When I said that I hope you get shut down, I sincerely meant it. This is the shadiest company and people I have ever had the misfortune of dealing with. Stop contacting me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/25/2023

  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 did a wire transfer to Coinbase on 10/18/23 which got completed on 10/19/23 at 8 am Eastern. When I tried to send the money from Coinbase to another exchange (Digicoins), my account was put on hold until an account review is completed. Prior to that I had done 3 EFTs from my bank account. All of my funds including wire transfer and EFTs are put on hold now for a week. I am unable to transfer my money to my accounts outside Coinbase.I have talked/chatted with Coinbase support and they are unable to provide a timeline or to help me talk to account review team. I am unable to move my money to my accounts outside Coinbase for a week now. Want the account review to be completed today so that the hold is released on transferring my money.Support ticket numbers are ********, ******** and ********.

  Business Response

  Date: 10/26/2023

  Thank you for raising this issue with us. We will continue to work with you through your ongoing official complaint case(16781675). Please continue to work with us utilizing your ongoing official complaint and will provide updates by the independent complaints officer.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20781753
  
  I am rejecting this response because you have not provided any resolution. I already contacted support five times and the issue is still not resolved.

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

  Business Response

  Date: 10/26/2023

  Hi *******, we understand your frustration. We have sent a follow-up email based on the information needed to further review your account restriction. Please see the details needed regarding your intentions on our platform and details needed regarding your sends via case - 16875282. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20781753
  
  I am rejecting this response because the case is still being worked on. I have provided the information requested by Coinbase support on intended use of the platform.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/29/2023

  Hi *******,

  Thanks for answering our questions via email, we've received your response. We'll communicate to you via email through support case ******** once an update is available, and will maintain our email conversation as our primary line of communication. 

  Please don't hesitate to reply to us there should you have questions, and we'd be happy to assist.

  Regards,
  Coinbase Support

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20781753
  
  I am rejecting this response because the issue is still not resolved after 12 days. The issue has persisted since 19th Oct. I have provided all the information requested including a questionnaire that was requested by a Coinbase Support Analyst as well as additional security questions requested on 10/26. So far, I do not have a resolution of my issue which is sending my funds to my accounts outside Coinbase.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/31/2023

  Apologies for the inconvenience this issue has caused. We have great news that we have reviewed your account and are happy to say that we have restored your ability to purchase and deposit on our platform. Please let us know if you have any other questions or concerns via case - ********. Have a wonderful day and Halloween.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20781753
  
  I am rejecting this response because even though the account hold was released momentarily, it was put back on as soon as I tried to move my funds. I am back to **********. I tried to move the maximum amount in my account but I got an error stating that the maximum is $5K per week. When I reduced the withdrawal amount to $5k, my account was put on hold again. Now I am back to where I was when the issue was reported.

  I can't keep fighting this issue and have lost my faith in Coinbase support to resolve my issue.

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

• Initial Complaint

  Date:10/25/2023

  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.

  We have a new issue with Coinbase.Coinbase has sent ** emails informing us we need to withdrawal our funds as they can no longer support our account. We currently have funds in our coinbase account but our account is restricted and we're unable to withdrawal them. We have received a few e-mails from coinbase stating the following (example email):Please note that you will be able to access Coinbase.com or the Coinbase app until 31th October ****************************************** your account by such date.Your funds remain secure with us, and you are able to send funds to other crypto wallets or services (subject to standard network and transaction fees), including Coinbase Wallet which you can continue to use.We need coinbase to lift the restriction, close our account and allow us to withdrawal our funds. Previous Case #********

  Business Response

  Date: 10/26/2023

  Thank you for raising this issue with us. We will continue to work with you through your ongoing official complaint case(16781675). Please continue to work with us utilizing your ongoing official complaint and will provide updates by the independent complaints officer.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20779845
  
  16781675 this is not an active ticket. They said they would reply within 15 days but I have not received a reply back. Please resolve this issue so I can withdrawal my funds here. 

  Business Response

  Date: 10/31/2023

  Hello ****,
  
  Thank you for your patience while we reviewed your case #********. Upon review, we have verified that your case was handled in accordance with our policies and the Coinbase User Agreement.
  While we understand this is not the outcome you were hoping for, we are unable to re-open your case or provide a different resolution at this time.
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20779845
  
  I am rejecting this response because:

  I am confused here. That ticket wasn't handled. I never received a response back. At this time it appears coinbase has no intentions to resolve this issue just keep my funds, lock me out forever. Please confirm otherwise. 

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

• Initial Complaint

  Date:10/24/2023

  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 purchased $20 of bitcoin on Sunday 10/22/23. I expect that there will be a waiting period for funds to clear, but my funds have cleared. I need to send them to someone, but I can't because Coinbase has a 5 day hold policy on funds through ***. Ridiculous, because the charge has already posted to my bank account so they've been paid. I also work in finance and send ***s regularly, they are as fast as a wire. I talked to customer support that said in order to avoid a hold, I can use a debit card or wire. Except I can't, because my money is already on hold, so I can't use my debit card to buy the funds I need to send while I'm waiting for the *** to process. This is clearly a ploy to hold on to my cash so they can do other things with it in the meantime. This is unacceptable. Customer support also doesn't answer the phone or "have the ability" to transfer me to a manager, so they avoid all accountability or ability to help solve any issue.

  Business Response

  Date: 10/26/2023

  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:10/23/2023

  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.

  Had my money stolen out of my account. I called the company as soon as I saw what was happening with enough time for them to reverse the transaction. My customer service representative and the back office team adamantly told me that the transaction had been cancelled while I kept repeating that no my money had been stolen. After being on the phone for an hour and a half, after they realized my money was in fact stolen. They told me they couldn't reimburse my 2k that had been stolen because of the type of account. If they had just listened to what I had to say when I told them my money had been stolen they might have been able to reverse the transaction.

  Business Response

  Date: 10/24/2023

  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: 10/26/2023

   
  Complaint: 20768938
  
  I am rejecting this response because the problem is not just that the completed transaction theft isnt covered by the insurance. The problem is that the transaction was able to be cancelled while it was in progress and when I vehemently tried to get the customer service representative to help me while the transaction was in progress, they wouldnt listen to what I had to say and told me no such thing was happening. I called within plenty of time to reverse the transaction and watched in horror as the order completed after being on the phone for several minutes which is now irreversible. I believe I should be compensated for their incompetence if theyre not going to cover the loss of the theft. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/26/2023

  Hi ********, 

  We've followed-up with you regarding your case(16845584) regarding an unauthorized wallet transaction and compromised seed phrase. As previously mentioned, your transaction was successfully sent out of Coinbase on the blockchain, and due to the irreversible nature of cryptocurrency transactions, we are unable to cancel or reverse this transaction.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20768938
  
  I am rejecting this response because I dont accept theres nothing that can be done and I will not allow this complaint to close until you find some solution for compensation of some sort in regards to my stolen funds. Or until the criminal investigation is finished, either or. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/26/2023

  Thank you for your patience while we reviewed your case, ********. Upon review, we verified that your case was handled per our policies. Coinbase Wallet and Standalone Wallet Extension are user-controlled and non-custodial products, and you can review our Terms of Service here: **********************************************************.
  
  While we understand this is not the outcome you were hoping for, we are unable to re-open your case or provide a different resolution at this time.

• Initial Complaint

  Date:10/22/2023

  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 recently received an email stating I would lose my account unless I verified through an email. I reset my password and then I have to input a number sent to an old phone number I havent had in years. When I try and contact the company about this there is no way to get help without logging into the account first which I cannot do. Automated customer service numbers only hang up on me after not finding any of my information. I did the verification process and my picture on my drivers license was taken when I was *******. Did not work for me.

  Business Response

  Date: 10/24/2023

  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:10/20/2023

  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.

  My account is restricted without notifying and telling me a reason why. I am trying to withdrawal money and close my account; however due to the restrictions placed on my account, I am not able to. I have been calling costumer service and no one answers. In addition, the help center and the chat box provided advice is irrelevant to my issue.

  Business Response

  Date: 10/21/2023

  Hi ********,
  
  We understand how important it is for you to access your account and withdraw your funds. 
  
  We've reached out to you via email through support case #********. Please don't hesitate to reach out to us by replying to that email if you have questions.
  
  Regards,
  Coinbase Support

• Initial Complaint

  Date:10/19/2023

  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 am not able to verify my ID using a passport, and am being threatened my account will be closed by the end of the month if I do not verify my ID. It is impossible for me to speak to a human being to explain the problem.

  Business Response

  Date: 10/19/2023

  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 the same email thread. 

  Thank you.