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:05/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father passed away unexpectedly on January 10th, 2023.I called Coinbase over two months ago to speak to someone about closing my fathers account and having the funds transferred to my account (because that was the only option they gave me). I was instructed to send an email to help.coinbase.com requesting the transfer. I received a response on 2/15/2023 asking for specific documentation. I sent over the death certificate and my driver's license on 2/15 after the request. there was not a will to provide as his death was unexpected. In this response I also included a detailed report of what I was requesting as asked. I received a response on 2/21/2023 requesting information again. I went and filed an affidavit of heirship as requested, had it notarized, and filed with the courts. I provided that paperwork on 3/6 and once again detailed where the funds should be transferred. I didn't receive a response and followed up again on 3/21.Someone contacted me via email on 3/28 asking for me to provide my drivers license and a live selfie of my face. I followed the link and provided all the requested information. I responded back the same day to confirm the request had been completed. I received ANOTHER email on 3/8 asking I provided a written letter requesting the funds be transferred. I have done this multiple times in the previous emails. This process is absurd and very stressful when someone is already dealing with a great loss in their life. I responded again on 4/21 and attached my fathers death certificate, my drivers license, the heirship affidavit, and a request letter. These have all been provided previously but I attached them again for their easiest reference to get this request completed. I requested it be handled in a timely manner and told them I would be filing with the BBB if not. Today is 5/4 and I have not heard back. I checked my father's account and they have now locked the account but not provided me with an update.

  Business Response

  Date: 05/09/2023

  Hi *****,
  
  Thank you for reaching out to us here. 

  We will escalate your request to our internal team for further investigation. We'll keep you informed of any updates related to your issue through this support case 14620059.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  Coinbase Support

  Customer Answer

  Date: 05/11/2023

  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

  Date:05/04/2023

  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.

  On 4/12/23 I initiated a transaction thru the coinbase wallet swap feature to swap one coin for another and the fee to complete the transaction was agreed upon and the fee was removed from my account, the transaction is identified by hashtag number 0xb946f96ff3d9e20cfb2c5935edb87ce5a569c750edc5c256a8f7b5bac35c1fc4. The transaction failed to complete due to lack of inadequate supplies from the swapping platform and therefore the transaction failed and was abandoned by coinbase. Coinbase is refusing to refund or help with any other agencies involved if any, to reimbuse the fee I was charged which was a total of $47.11 deducted from the coinbase wallet of my holding. Coinbase states in their correspondence when I requested a refund that they do not refund minor fees, I do not consider the sum of $47.11 a minor fee and feel it absurd that they would try to attempt to keep the fees and give me back $00.00 in return.

  Business Response

  Date: 05/09/2023

  Hi *******,

  Thank you for reaching out to us regarding this transaction.
  
  We will escalate your request to our internal team for further investigation. We'll keep you informed of any updates related to your issue through this support case 15210147.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  Coinbase Support

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20017168
  
  I am rejecting this response because: I did receive a response in my email from coinbase which I have attached and all Coinbase did was try to justify them charging me $50.00 for a return of absolute $00.00 in cash or crypto, evidently I am supposed to pay the $50.00 for them attempting to do a transaction, I see as of this time they did not post their response on BBB as they still claim $50.00 is a minor fee, and I will continue with complaints against them.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/14/2023

  Hi *******,

  Thanks for getting back to us here.

  As we mentioned in your support case, we regret to inform you that we cannot reimburse you for the miner fee as it is valid.
  
  During the transaction, the gas fee was for to ************ Gwei (******************** ETH).
  
  Coinbase Wallet transactions occur on the blockchain and require network confirmation and fees paid to miners who validate transactions. These fees are not paid to Coinbase.
  
  In the future, please note that all miner fees will be displayed before you confirm the transaction. You can also adjust the miner fee when using ERC-20 funds to ensure that you have sufficient gas fee to cover the transaction. For more information, please refer to: ***************************************************************************************************

  Kind Regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20017168
  
  I am rejecting this response because: I never received anything for the gas fees that were charged and will be filing a fraud complaint with the *** if you continue on this path of denial reimbursement of funds for a transaction that was never initiated or completed. Taking money for a service and then not doing the service is against the law in *******.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/18/2023

  Hello *******,

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

  Weve reached out to you via support case #******** with more information about your issue. Please don't hesitate to reach out to us through that ticket should you have any further questions.

  Regards,                                                                                                                                                                                                                                                                                                                                                                                          Coinbase Support

  
  

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20017168
  
  I am rejecting this response because: Coinbase claims there are always transaction and gas fees for each transaction, the issue I have is Coincase charged me transaction & gas fees of Approx. $50.00 for a transaction that failed for reasons on their end and had nothing to do with myself who entrusted them to complete the transaction.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/24/2023

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

  It appears that the transaction failed due to "Out of gas" error. Weve reached out to you via support case #******** with more information about your failed transaction. Please reply to your support case if you have any further questions.

  Regards,
  Coinbase Support 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20017168
  
  I am rejecting this response because: This is an incorrect response, for one thing I didn't set the gas fees and it was noted they were approximate, they charged me for the gas and did not supply anything at all,  so besides burning the gas up in thin air what was it used for? they never refunded it and I never received the agreed upon exchange or any exchange. You need to have  someone who has common sense review this case so it gets resolved. 

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

  Business Response

  Date: 05/26/2023

  Hello *******,

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

  After a review of your account and your communications with Coinbase, Coinbase has determined that the issue underlying your complaint was thoroughly explained on May 24, 2023, in case ********. In that case, we explained that if a transaction fails with an "Out of Gas" error, it indicates that the gas limit set for the transaction is lower than the amount required to execute it. In this case, the transaction value remains in your address, but a gas fee is deducted due to the computational expenses involved.

  Please note that all Coinbase Wallet transactions take place directly on the blockchain and as a result incur network transaction fees. These fees are determined by network activity and are outside of Coinbase's control.
  

  Coinbase now considers your complaint closed.Thank you for your time and attention in pursuing this issue with Coinbase.
  

  Regards,                                                                                                                                                                                                                                                                                                                                                                                    Coinbase Support                                                                                                                                                                                                                                                                                                                                                                                 

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20017168
  
  Coinbase is just submitting the same responses just stated differently and I am sure no human has actually interacted with this complaint. Very poor trading practice's. They have lost much more than the gas fees I was swindled out of, Coinbase has lost their integrity.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Coinbase because a retailer I use accepted them for bitcoin payments. I made a deposit from my checking account of $13 and after the fee left me with a little above $11 in Bitcoin. I took advantage of a promotion they had that got me an additional $10 in Bitcoin. Went to try to deposit more funds today to cover another bill and they wouldn't let me do it without I.D, documentation. I did not understand why because it wasn't asked for upfront nor was it asked for when I made my first deposit. I wrote to customer service and it was like talking to a brick wall. They said they would not let me proceed with anything until I gave them I.D. verification. They already have my social security number, birthdate, and checking account info too. I asked them to convert the Bitcoin funds into USD and transfer it to my checking and again the agent said nothing could be done without I.D. I'm very concerned because this company has a lot of my personal information including access to my checking account. I feel like I've had money stolen from me and just want what I paid into back. This is totally unacceptable. If they wanted I.D. to be able to conduct business with me that should've been explained up front and they should've never let me do anything until I provided it. I simply want my money back!

  Customer Answer

  Date: 05/03/2023

  It began today (5-3-2023) after I exchanged messages with their customer service team and got nowhere. That's when I decided to file a complaint with you guys. Hope this helps.

  Business Response

  Date: 05/07/2023

  Hi ******,

  We appreciate you reaching out to us regarding your account.
  
  Upon checking the ** that you have submitted, we found that it was rejected because it has already expired.
  
  To enable or review trading services on your account, we require an additional type of verification. We have provided the necessary steps to complete this verification through your support case 15410885.
  
  If you have any further questions or concerns, please don't hesitate to contact us through the support case.
  
  Best regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/07/2023

  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.
  
  

  I am accepting this to just end this process. I don't need instructions from you for I.D. verification so your silly email is pointless. Your customer service agents made it very clear how that works and I'm not an idiot and don't need to be reminded every time I bring it up and that'll be about the 5th time I've been reminded on how to do it. My gripe was why it is so important and why there is no other method for verification. In the future you should make very clear when people sign up that I.D. verification is required to basically do anything especially because people typically make an initial deposit and wouldn't be able to do anything without it and can't get their money back without it. I don't understand why that is necessary when birthdates and Social Security Numbers are provided with sign up because obviously the person signing up would be the only ones knowing that information but whatever. Just know that this has caused me a major headache and if I didn't have to use you guys to pay the merchant that accepts you for payment I would never use your services.

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

• Initial Complaint

  Date:05/03/2023

  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.

  The following transfers out of my Coinbase account were made by a Coinbase Account Specialist ***************** account @******************************* PM PDT108.17839493 GRTan external account at 0xE7dE98c7411E699873C70Af396f923d3B6f35e6c 2023-04-02 2:08 PM PDT4.78944068 LINKan external account at 0xE7dE98c7411E699873C70Af396f923d3B6f35e6c 2023-04-02 2:07 PM PDT342.2967677 XLMan external account at GA3KKH4UCNAN3SPQB7IHPEIUTB6NB5I2Z6BJUSSR5U76GABM6NRVIUSE 2023-04-02 2:05 PM PDT0.31202615 QNTan external account at 0xE7dE98c7411E699873C70Af396f923d3B6f35e6c 2023-03-29 6:44 AM PDT0.97698324 CBETHan external account at 0x08be03683dD1c40b9087f2C53Ee4557712C32019 These cryptocurrency transfers were worth over $1700. Coinbase is refusing to make my account whole. ********************** incorrectly states that the transfers were made by a third party but the transfers were made by their Coinbase Account Specialist.

  Business Response

  Date: 05/04/2023

  Hello ******,
  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 you compensation for user authorized 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 ** through our help center at: *****************************************************
  Kind Regards,
  Coinbase Support
  
  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20012078
  
  I am rejecting this response because: The transfers were made by the Coinbase Account Specialist at verified ******* account @***************************** as per the attached transcript. Coinbase is responsible for the actions of its employees and subcontractors. Coinbase needs to read the attached transcript and to investigate what occurred to ensure the safety of accounts from Coinbase's own agents. Coinbase needs to make my account whole as the transfers were not made by a third party but by the Coinbase Account Specialist.
  
  
  Sincerely,
  ****************************
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2023

  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.

  My Coinbase account was hacked. I received a email from Coinbase stating that they needed more information to send in my ID and change the password. I receive a email from Coinbase stating that they received suspicious activities on my account yet they still left the transactions go through on 04/26/2023 someone with **** all of my money out of my account and started taking money from my Chase account. Send it to ********************** to drain that account. I contact ********************** several times and Ive had no luck trying to get my money back. I had to change my account numbers in order not to lose any more money. I never received any notifications that the money was taken out like if I was to withdraw money myself, I usually get a notification That the moneys been taken out, someone put this money on a green dot card they took out ****** one time and ****** a second time and the money that I was negative in a loss I have police report. Yesterday I received a card from Coinbase that I did not order I received it in the mail. I believe that someone from Coinbase is doing fraudulent activities. I believe its an inside job and there are not any managers that you can speak to all I was told is Coinbase may not refine my money, and they cannot secure my account.

  Business Response

  Date: 05/04/2023

  Hi ******,

  Thank you for reaching out regarding the unauthorized activity on your account. We can see that Customer Support has been attempting to assist you with this concern on Support Case #********. Please reply there at your earliest convenience so that we may continue to assist you. 

  Thank you. 

  Business Response

  Date: 05/06/2023

  Hello *****,
  
  Thank you for reaching out to us again. 
  
  It looks as though you have opened multiple cases with our team which has created some confusion. We are closing case ********, and kindly request that you direct future responses about this issue to case ********.
  
  Having reviewed case ********, it appears as though we requested additional information from you on 28 April, but have not received a response. Please reply to this case with the following information so that we can complete our investigation:
  
  1. When was your last successful login and authorized action on your account?
  2. Which actions were not authorized by you? Please list them, including the amount and timing.
  3. Was the device(s) that you use to access Coinbase in your possession during the time of the unauthorized activity?
  4. Were you in touch with any customer service representative via phone or social media during the time of the unauthorized activity? If so, please provide ** with the phone number or URL/web address.
  5. Have you suffered any noticeable interruption in your phone service or been a victim of a phone port/sim swap?
  6. Have you received any unrequested emails or SMS messages claiming to be from Coinbase, that prompted you to click a link and enter your login credentials? If so, please send us a screenshot of that message so we can take a look.
  7. Do you use or do you have any remote desktop software installed on your device?
  8. Have you recently installed any software or browser extensions? If so, be sure to run a malware scan on your device, and let us know if you found any malware infection.
  9. Can you provide any other information about how your device or credentials might have been compromised?
  
  We will also request the answers to these questions through case ******** again.
  
  Regards,
  
  Coinbase Support

  Customer Answer

  Date: 05/11/2023

  On May 6, 2023, at=:29 PM, ********************* <***********************> wrote:
  
  

  1. 04/19/2023 I made three withdraws from bic and eth into my bank ac=ount  ending in **** and 4279.
  Sent from my iPhone

  
  
  

  ?=BF Hello *****,
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/14/2023

  Hi *****,
  
  We are grateful that you have contacted us in regards to your account.
  
  We have provided you with further details regarding the investigation on your account.
  
  Please adhere to the instructions we have given in your support case 15354895.
  
  Furthermore, we suggest that you secure your email by following the steps outlined below:
  
  -Scan your devices with anti-virus software.
  -Verify that the operating system on each of your devices is up to date.
  -Reset your email password
  -If you haven't already, please enable 2-step verification on your email account.
  -Check your email for any unfamiliar rules, filters, forwarding addresses, or recovery emails.
  

  We appreciate your collaboration.
  
  Best Regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/15/2023

  I received a Coinbase card that I did not order. I would like to make sure my account is safe and secure, so it will not get hacked again. Coinbase is not helping me with that process. I a new investor I trust a Coinbase with my life savings. My account was hacked. My money was taken, and the accounts that were negative was sold as well. Im trying to ensure that this does not happen again, and I would like to keep my account that I have with Coinbase and my money returned. Please escalate my complaint to a manager

  Customer Answer

  Date: 05/15/2023

  Coinbase Im not receiving your response code until days later or sometime hours later. Coinbase, or how or what can you do to help me secure my account to ensure it doesnt get hacked again.

  Please escalate my complaint

  Business Response

  Date: 05/16/2023

  Hi *****,

  Thanks for getting back to us here.

  We've reached out to you on your support case 15354895.

  We acknowledge that you experienced phone porting/sim swapping, leading to unauthorized access to your device and activity in your Coinbase account. Please be aware that once transactions are confirmed on the blockchain, they are irreversible due to the inherent nature of digital currencies.
  
  It is important to note that our User Agreement explicitly states that users are responsible for creating strong passwords and maintaining adequate security and control over any access methods and codes used to access Coinbase. Additionally, Coinbase cannot be held responsible for any losses incurred due to compromised account login credentials that are not caused by Coinbase.
  
  Although we sympathize with your situation, we regret to inform you that Coinbase is unable to reimburse you for your losses or reverse the transaction.
  
  We hope this explanation helps you understand the reasoning behind Coinbase's decision. We strongly recommend reporting the activity to the appropriate authorities:
  
  ************* - *******************************************
  
  Coinbase is fully committed to cooperating with law enforcement investigations.

  Please complete the steps we've provided in our email to you and let us know if you need additional assistance.

  Kind Regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/22/2023

   Can you please give me a call at *********** eight Ive been trying to reach out to you but for some reason Im not able to down your number I am confuse about the next process

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 30th, I sent a $6,000 wire from ********** to Coinbase.com to fund my newly opened crypto currency account.I have been unable to access my funds for the last 30 days. I have tried multiple times per week to access my funds but after each attempt I receive a notice that my account is restricted. I have contacted Coinbase support on six separate occasions. On each occasion they have said my case has been elevated to Coinbases higher authority for review. Each time I was told I would receive an e-mail about my case, but I have received no e-mails or communication back from Coinbase support.

  Business Response

  Date: 05/04/2023

  Hi ****,

  Thank you for reaching out regarding your ability to send crypto. We have responded on Support Case#******** requesting further information regarding your concern. Please reply there at your earliest convenience. Thank you. 

  Customer Answer

  Date: 05/07/2023

  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

  Date:05/02/2023

  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.

  My account at ********************** was "disabled" from purchasing, selling, or sending crypto. I contacted support and was told it was disabled for security "reasons" but was told I could not know the reasons nor would they even provide a timeline for the account review process. Support then told me they can suspend, terminate, or close any account for any reason. I don't understand how they can freeze all my money without giving any information as to why and then tell me there's not even a timeline for review.

  Customer Answer

  Date: 05/04/2023

  The dispute started on may 1st 2023

  Business Response

  Date: 05/07/2023

  Hi ******,

  Thank you for reaching out to us about the restriction on your account.

  We acknowledge that your buy and deposit abilities are currently restricted due to security measures in place to protect our customers. However, you can still sell, withdraw, or send funds from your account.

  We reached out to you through you support case 15440394 and asked for additional information in order for ** to proceed with the account review. Please reply to ** from there with the required information at your most convenient time.

   Kind Regards,

  Coinbase Support
  

• Initial Complaint

  Date:05/02/2023

  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 just wanted to buy $10 worth of crypto but then Coinbase double charged me so I had my bank investigate and had $10 returned. Somewhere along the way communication was disrupted because my crypto is gone, my account is restricted, and it says I owe Coinbase two dollars and some change. I chatted with support who verified everything I just said and told me it would be cleared up but nothing. I called in on January 7th 2023 and the support agent elevated my case. I did not get a response until February 7th 2023. They stated that the $10 was returned to my bank from them and failed to acknowledge that it was charged twice $10 even though I have a bank statement proving it and my bank investigated and agreed. I have all necessary proof but they don't care. I don't care about the 10 dollars it's about proper business practice and ethics.

  Business Response

  Date: 05/04/2023

  Hello *****,
  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 you compensation for user authorized 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 ** through our help center at: *****************************************************
  Kind Regards,
  Coinbase Support
  
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20006292
  
  I am rejecting this response because:  The response is unacceptable.  You can see their timeline and math doesn't add up in the response they gave and then my reply.  The two screenshots I added.  This is maddening!  This is simple logic and reason.  The person corresponding with me either can't do his job, which I don't believe, or he's being rude because he can be, which I do believe.  People just can't take your money no matter how much it is.  All I see in humanity now a days are liars and thieves.  Everyone needs to do better.
  
  Sincerely,
  
  ***********************

   

  I am rejecting this response because: The response is unacceptable. You can see their timeline and math doesn't add up in the response they gave and then my reply. The two screenshots I added. This is maddening! This is simple logic and reason. The person corresponding with me either can't do his job, which I don't believe, or he's being rude because he can be, which I do believe. People just can't take your money no matter how much it is. All I see in humanity now a days are liars and thieves. Everyone needs to do better.

  
  Sincerely,

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

  Business Response

  Date: 05/14/2023

  Hi *****,

  Please be informed that once you initiate a transaction such as buy or deposit, Coinbase immediately fulfills it and credits the amount to your account.
  
  Upon conducting further investigation, we have confirmed that your bank had pulled back the funds from Coinbase with the reason code "R07 - Authorization revoked by customer." This action caused ********************** to claim the available balance on your account, resulting in the remaining balance of $2.12 that you owe, as previously stated.

  For more information, please refer to our email on your support case 14126362.

  Kind Regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20006292
  
  I am rejecting this response because:
  They are not even investigating.   They state that I deposited $10 and then had my bank reverse it which did happen but they won't acknowledge that I was billed twice for $10 equaling 20. The bank only reversed one of them.  You can clearly see on the attachment I just provided again that on December 27th Coinbase withdrew $10 from my checking account without my authorization.   Why can't they see this!
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/17/2023

  Hi *****,

  Based on our investigation, you've made two transactions on December 24, 2022 PST.

  1.Deposit for $10 on 2022-12-24 03:07AM PST
   - This was immediately applied to your account
   - Subsequently, your bank reversed the charge, attributing it to the error code R07 - Authorization revoked by customer. As a result, ********************** deducted $7.88 from your CHZ, ETH2, and AMP wallets to cover this outstanding amount, reducing your remaining balance to $2.12.
  - Based on the bank statement that you've provided **, your bank credited your account for $10 on December 29, 2022 for this transaction.
  

  2. Buy for $10 worth of BTC on 2022-12-24 03:38AM PST
   - This was immediately added to your account and no reversal from your bank

  For more information, please refer to our reply to you in your support case 14126362.

  Kind Regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20006292
  
  I am rejecting this response because:  They still refuse to acknowledge the double charge.  Now they say it's because I bought $10 worth of BTC on the 24th which isn't true.  I bought $25 worth an it has nothing to do with this situation.   I added my ************* statement again (unedited).  Coinbase's internal investigation is lacking professionalism, and competency.  I don't care how low of a sum it is, I feel like I've been stolen from.  Their indifference towards me is unacceptable.   I would like to know if there is someone else who can help, like the SEC. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/01/2023

  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.

  I have put more than $ **** to the COINBASE WALLET for bitcoin purchase. Now I am left with about $ 600 in my account. I am trying to close my account for many many months with no success. I wrote to the *** and it came back to me. NOT FAIR. Before ***************** buys the company for pennies to dollar I want to close my account with my balance deposited to my REGIONS bank account or mail a check to me. I tried tried but the website is HORRIBLE. I need BBB help to get my hard earned money. I am retired and I need funds Thanks BBB *******

  Customer Answer

  Date: 05/03/2023

  I cannot believe the COINBASE is giving me problems. I spoke with several agents chatted with ROBOTS with no resolution. It is my Hard Earned money and money is melting and it is my desire and legal r rights to close the account and take the leftover balance. The company is horrible and its website is difficult to navigate. Need help from BBB
  Thanks BBB

  *******

  Customer Answer

  Date: 05/04/2023

  Dispute started about 4 months ago when the Crypto value started sinking. I have no faith in Crypto. ** government should put control on the stupid currency. I want to take out and close the account

  Business Response

  Date: 05/07/2023

  Hi *******,

  Thank you for getting in touch with us regarding your account.
  
  After verifying your account, we can confirm that your funds are present in your Coinbase.com account. We have already contacted you through your support case ******** and provided you with instructions on how to access your funds and close your account.
  
  Please feel free to reach out to ** through the support case if you have any further inquiries or concerns.
  
  Best regards,
  Coinbase Support
  

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 20002285
  
  I am rejecting this response because: The site is horrible difficult to Navigate. I have been trying to close the account. I request ********************** to close my account with proceeds deposit into my REGIONS bank account. The company is making a mountain out of molehill. Not fair to harass customers. I have lost faith in bitcoin which is fake rigged and witch-**** as our Traitor DJT says! I have given full permission to ******** company to close my and deposit the proceeds to my REGIONS bank or Mail me a check. Thanks BBB

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

  Business Response

  Date: 05/09/2023

  Hi *******,
  
  As previously stated, Coinbase Support cannot assist you with cashing out your asset by selling it for cash. It is the user's responsibility to sell their crypto for cash, and we have provided the necessary steps in our previous email.
  
  Once your account balance has been cleared, we can proceed to delete your account.
  
  If you encounter any issues while following the provided steps, please inform ** via email, and we will investigate and assist you.
  
  Thank you for your cooperation.
  
  Best regards,
  Coinbase Support

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20002285
  
  I am rejecting this response because:
  I have requested COINBASE to close the account and deposit the cash to my REGIONS Bank account or send me check. I tried tried and their website is horrible not easily navigable like other banks. The bit coin phenomena is crazy and I have lots of money. Why the business is harassing me I cannot comprehend. They know I have over $ 600 in my account. Please cash my bitcoin, ***************** Coin etc. and send me a check.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/28/2023

  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 contacted coinbase because I lost access to my email address and needed to update it. Coinbase said they could verify me through ID and phone. I attempted both of these methods repeatedly and was led on a wild goose chase by their completely incompetent support. I have been a customer since 2013 and I require access to my account and the api for tax purposes. I am seeking access to my account or $150,000 in compensation in order to pay someone to transfer thousands of transactions in my tax documentation (i have many thousands of transactions).

  Business Response

  Date: 05/04/2023

  Hello ******,
  
  Thanks for reaching out to us here.

  To recover your Coinbase account, you must have either the email address and password associated with your account or access to your 2-step verification method. After our evaluation, it seems that you no longer have access to either of these. Therefore, we regret to inform you that we cannot help you retrieve your account.
  
  To continue using Coinbase, you must create a new account with a different email address.
  
  Please let ** know by replying to your support case 15166771 if you have additional questions or concerns,
  
  Thank you for your understanding.
  
  Best regards,
  Coinbase Support