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:08/08/2023

  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.

  Im basically was a victim of fraud and we tried to confirm that the person was a legitimate Coinbase employee and all of our due diligence said yes they are. Well they ended up not being legit and I got money stolen. Coinbase liquidated my entire account without my permission and now Im seeking reimbursement. More detailed info can be provided.

  Business Response

  Date: 08/25/2023

  Hello *******, 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:08/08/2023

  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 wont allow me to do purchases, It has been over 8 months and they keep giving me excuses about the case being under review.

  Business Response

  Date: 08/15/2023

  Hello ******,

  Thank you for reaching out regarding your account review. We have reached out via support case #******** to inform that your review has been completed, and all abilities have been restored. Please reach out within the support case provided should any issues arise. 

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:08/08/2023

  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.

  On July 25, 2023, Coinbase received a transfer of crypto currency (***) from Robinhood. Coinbase acknowledged receiving the crypto currency, but has not properly placed the *** into my Coinbase account. I have made multiple attempts to reach customer support, but the continue to say its "pending". During this time, I am unable to take advantage of market swings, trade, or sell my crypto.

  Business Response

  Date: 08/15/2023

  Hello ******, 

  Thank you for reaching out regarding your missing XLM transfer. We can confirm that your account was credited on 8/9/23, as explained within support case#********.

  To help prevent this from happening in the future, here are some things to keep in mind:
  - The input address on a transaction (typically shown to the left on the transaction) is not a "from" address.
  - If you need a receiving address, open the wallet of the receiving address and look for the wallet address or QR code.
  - Be sure to send funds only to the specific deposit address for your account.
  - Always double-check that you've used the correct destination tag/memo, if applicable.

  Please reach out there should any issues arise. 

  Kind Regards,

  Coinbase Support
  

• Initial Complaint

  Date:08/07/2023

  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 have several problems with this company I have four $10 transactions that were supposed to be able to be canceled within 5 days that went through immediately and then I couldn't touch my money for 5 days and now that money has disappeared to some address that I don't even know where the h*** is sent or why it sent and they're not helping me get my funds back after they charged me a whole bunch of fees a membership and gas and all the other c*** where's my **** money I want my money back.

  Business Response

  Date: 08/15/2023

  Hello ***, 

  Thank you for reaching out regarding your missing transactions, and membership fees. We have reached out on support case #******** to request further information regarding your concern. At your earliest convenience, please reply there. This case will contain the most accurate and up-to-date information regarding your concern. 

  For more information on Miner/Gas Fees:********************************************************************************************

  For more information regarding Coinbase One Subscription: *****************************************************************************************************************

  Kind Regards,

  Coinbase Support

  Business Response

  Date: 08/15/2023

  Hello ***, 

  Thank you for reaching out regarding your missing transactions, and membership fees. We have reached out on support case #******** to request further information regarding your concern. At your earliest convenience, please reply there. This case will contain the most accurate and up-to-date information regarding your concern. 

  For more information on Miner/Gas Fees:********************************************************************************************

  For more information regarding Coinbase One Subscription: *****************************************************************************************************************

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:08/04/2023

  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 got a new phone so my 2-factor Authenticator no longer worked for my coinbase account. I have followed their instructions to reset numerous times by uploading a photo of drivers license. Every time their website says either invalid or it says I will receive notice in 24 hrs. I never receive notice. I"ve called customer support and they say this is for my own protection, but nothing can be done. Consequently, they have my money on deposit and I have no recourse to get it back. And their consistent answer is simple, "we're protecting your money".

  Business Response

  Date: 08/14/2023

  Hello *****,

  Thank you for contacting us regarding your account access. We have reached out on support case #******** with more information. Please refer there for the most accurate and up-to-date information regarding your concern. Thank you for your patience and understanding. 

   

  For more information on 2FA issues: *******************************************************************************************************************************************************;

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:08/01/2023

  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.

  07/22/2023 *********** Shortly after **** my account was hacked, and monies were taken from my 'protected' bank account on ********************** and invested in cryptocurrency twice.1)10002315.37 2)16002979.67 07/26/2023 ****2904.47 Shortly after **** my accountwas hacked again. This time the hacker was allowed to purchase and/or sell cryptocurrency to other accounts from my account at least three, but probably more, times via various trades and other devices. (See Highlighted Transactions) During this period of time, and as before on 07/22/2023, I was never asked for confirmation nor informed of any of this activity.1)10001706.82 2)16001729.43 3)1800273.46 On 08/01/2023 I contacted Coinbase via telephone ************ and spoke with a representative. I requested assistance from the representative, and none was given. The representative was barely discernable and kept-on repeating the transactions I was contesting. In addition, the representative also kept repeating that I owed Coinbase money. Nothing at all was attempted to resolve my situation.Coinbase was clearly negligent in not only allowing a hacker to infiltrate my account, but to further allow unauthorized transactions to take place without my consent, or informing me of such activity. Furthermore, Coinbase failed to protect my banking information from said hacker who then easily managed to transfer monies from my Navy ******************** Banking account(s) into ********************** to then be used for unauthorized trading and sale. This fiasco has caused me financial damage and distress over several days period of time and continues to do so as I write this complaint and demand for recovery of lost finances.In addition, after contacting Coinbase they made matters worse by offering no repair or recovery whatsoever, but simply demand that I pay them money instead.

  Business Response

  Date: 08/23/2023

  Hello *****,
  
  Thank you for promptly bringing this incident to our attention.
  
  Upon review, we noticed that one of our team members has already responded to your inquiry a few hours ago.
  
  We understand the distressing nature of this situation, where unauthorized activity on your account has been observed. It's important to note that customers hold the responsibility for the security of their devices and passwords, as well as any activities that occur when those credentials are compromised. For more insights, you can peruse our security page at ******************************************************************************.
  
  We are empathetic to the challenges you're facing. However, regrettably, we are unable to reimburse or credit you for the outstanding balance owed to Coinbase due to the irreversible nature of digital currency transactions.
  
  Kindly be aware that to potentially restore your Coinbase account's purchasing ability in the future, it's essential to address and settle the outstanding balance that is owed.
  
  If you have any further inquiries, please feel free to reply to us via your ongoing support case 16199634.
  
  Best regards,
  Coinbase Support
  
  
  

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20409671
  
  I am rejecting this response because: The security breach was not on my end, but on the Coinbase end. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/24/2023

  Hi *****, thank you for your response. We understand that this is not the outcome you were hoping for, but unfortunately, our decision remains final and we are unable to reimburse you for your losses. Coinbase is willing to offer full cooperation with all law enforcement investigations pertaining to your account's compromise.
  Section **** of the User Agreement specifically states that users are responsible for creating strong passwords and maintaining adequate security and control of any and all access methods and codes used to access Coinbase. Additionally, Coinbase is not responsible for any loss suffered due to compromise of account login credentials due to no fault of Coinbase. We appreciate your understanding. Please respond to us through your support case #******** if you have any questions.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20409671
  
  I am rejecting this response because: My password information was and is protected by a thing called 2 Factor Authentication (2FA), which Coinbase did not adhere to when when my account was hacked.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/04/2023

  Hello *****,
  
  Thank you for taking the time to reach out to us and for your continued business.
  
  After a thorough examination of your situation, we have determined that we cannot accommodate your request for a credit or reimbursement. We have already utilized our internal resources by advising you to report the incident to law enforcement, which would allow us to provide further assistance with the investigation.
  
  As we previously stated in our previous email, customers bear responsibility for the security of their devices and passwords, as well as any activities that occur when those devices or passwords are compromised. For additional information, we recommend reviewing our security page at: ******************************************************************************.
  
  Unfortunately, we are unable to offer further assistance in this matter, and we will be closing this case. If you have any unrelated questions, such as regaining access to your account, please respond to us via your support case 16199634.
  
  Best regards,
  Coinbase Support

• Initial Complaint

  Date:08/01/2023

  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.

  Coinbase's failure to protect customers' funds is evident through the hacking incident that occurred on July 29th, 2023, between 4 and 5 am. During this time, the hacker managed to bypass the two-factor authentication (2FA) and gain unauthorized access to my Coinbase account. The hacker sold the majority of my cryptocurrencies and sent approximately $25,000 to an unfamiliar account at *********** National, without any notification or authorization from me.The hacker then deposited $35,000 from the same source, which was initially rejected by Coinbase (I received a rejection email). However, inexplicably, the hacker was still able to utilize this rejected amount for random trading within my account mere minutes later. This is when I locked my account after calling ************************ don't know why Coinbase allowed the hacker to use funds that they themselves had rejected. My account balance had decreased to approximately $31,000 as of July 30th, 2023, unbeknownst to me at the time. When I inquired with Coinbase customer service, I was informed that my funds were still intact, leading me to believe that the remaining balance represented my original funds. I bought back some of the cryptocurrencies I previously owned, only to later realize the true state of my account.Now, ********************** has notified me that they will begin to recover the $35,000, first seizing any remaining funds in my account and then demanding that I cover the difference. This outcome is unjust, given the series of failures on Coinbase's part:(1) The hacker successfully bypassed 2FA and logged into my *********** The hacker managed to link their bank account without my ************************************ failed to notify me of the unauthorized money transfers.(4) The hacker was able to utilize rejected funds for trading, which Coinbase did not prevent.(5) The hacker was able to change the password of my account even after I locked it.

  Business Response

  Date: 08/06/2023

  Hello *****,
  
  Thank you for contacting us regarding the recent activities on your account.
  
  Upon review, we have provided a clear explanation of the situation and outlined the steps you can take to regain access to your account and settle your outstanding balance.
  
  If you have any further questions or concerns, please don't hesitate to reach out through your ongoing support case 16238248.
  
  Best regards,
  Coinbase Support

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20408786

  I am willing to take the loss of approximately $25k that the hacker transferred to their bank account, but it seems unjust for me to take responsibility for $35k fund that the hacker deposited to my account from their bank account. This transfer was rejected by Coinbase but instantly $35k was made available for the hacker to trade on my account. I'm aware that a Coinbase customer is responsible to protect their own account but some of actions done by the hacker are beyond what a customer can prevent and seems system failure on the Coinbase end. For this reason, I am still seeking the solution for this matter.
  

  Business Response

  Date: 08/18/2023

  Hello *****,

  Thank you for reaching out regarding your account. 

  ********************** carries crime insurance that protects a portion of digital assets held across our storage systems against losses from theft, including cybersecurity breaches. However, our policy does not cover any losses resulting from unauthorized access to your personal Coinbase account due to a breach or loss of your credentials. Nor does our policy cover willingly participating in an investment scam. It is your responsibility to use a strong password and maintain control of all login credentials you use to access Coinbase. 

  After a review of your account and your communications with Coinbase, Coinbase has determined that the issue underlying your complaint was thoroughly explained in Support Case #********

  We are not able to offer any form of compensation for this type of unauthorized activity. 

  As a result, Coinbase now considers your complaint closed.

  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: 08/18/2023

   
  Complaint: 20408786
  
  I am rejecting this response because: Coinbase has never explained why the rejected fund of $35k was instantly made available to the hacker, and why Coinbase was unable to prevent this money transfer from happening. 
  

  Sincerely,
  

• Initial Complaint

  Date:07/31/2023

  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 deposited $15,000 then another $5,000 to my coinbase account. After this, for no reason they could give me, they frozen the funds for 47 days and put a restriction on the account. Repeated attempts at asking them the reason, they said they couldn't tell me. Really?? You are going to freeze $20,000 of my money and not tell me why? I want my funds back ASAP as this is NOT OK. Had I know this was even possible, I would have never opened an account in the first place.

  Business Response

  Date: 08/07/2023

  Hi *******,
  
  Thanks for contacting us regarding the restriction on your account.
  
  We've reviewed your account and determined that you are no longer eligible to use the Coinbase platform to purchase cryptocurrency, use our deposit services, send cryptocurrency off of Coinbase and link new payment methods. 
  
  You will be able to sell any cryptocurrency you currently have on Coinbase, and after the funds are available, you may withdraw them to your linked bank account. 
  
  We've provided additional details through your ongoing support case ********. Please let us know from there if you have additional questions or concerns.
  
  Kind Regards,
  Coinbase Support

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20402794
  
  I am rejecting this response because:   How can I resolve if you won't even say what the restriction was for?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/14/2023

  Hello ****,
  Thank you for your response.
  After a review of your account and your communications with Coinbase, Coinbase has determined that the issue underlying your complaint was thoroughly explained in Support Case #********
  
  As a result, Coinbase now considers your complaint closed.
  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
  
  

• Initial Complaint

  Date:07/31/2023

  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 have attempted more times that I can count to successfully withdraw my cryptocurrency worth ~$5000 from Coinbase, but the transaction has been stuck in "pending" for 5 months. I have filed several technical support tickets without success. I have also filed an official complaint, but am told to file a technical support tickets. I have been run around in circles by Coinbase and cannot find successful resolution. This complaint is a last attempt to get resolution before filing a small claims court claim.

  Business Response

  Date: 10/10/2023

  Hi ******,

  Thanks for contacting us. We understand how frustrating this experience could've been for you especially when the funds are stuck.

  It looks like after we convert the stacked ETH to ETH, you were able to sent the funds to an external address.

  We have also responded to your support case #********.

  We appreciate your patience and understanding.

  Regards,
  Coinbase Support

• Initial Complaint

  Date:07/29/2023

  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.

  I was buying crypto in the Coinbase trade platform as I been doing for over 5 years . I have had same bank account with ********************** ever since I was with them. I didn't do anything illegal, I didn't break any laws, I made available to Coinbase any information they needed from me.Coinbase locked my account for no reason and is unjust! If they don't want to reinstate my account they need to pay me $ ******* that is locked in my Coinbase account. All I want is my money or the crypto that I have in their database. I tried to transfer to another database/wallet but Coinbase doesn't allow me to because of their requirement that the addresses need to be allowlisted. Allow listing is not possible for me to do since my account is locked.

  Customer Answer

  Date: 07/31/2023

  July 2023 was when I filed a formal complaint.

  Business Response

  Date: 08/07/2023

  Hi *******,
  
  Thank you for contacting us about your account. 
  
  We have escalated your concern to explore alternative solutions that will enable you to send your cryptocurrencies from Coinbase. We will keep you updated via email on the next steps as soon as we receive a response from our team.
  
  Thank you for your patience during this process.
  
  Best regards,
  Coinbase Support