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Business Profile

Financial Services

Coinbase, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:

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

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

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

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

Complaints

Customer Complaints Summary

  • 3,013 total complaints in the last 3 years.
  • 1,349 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/02/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am complaining about Coinbase app and its entirety of its company. I purchased wluna a crypto currency through their app. In which I was allowed to purchase and since then they have suspended the purchase of that currency. That as well doesnt allow me to sell what stakes I have. Its an absolute shame. If you dont support the currency anymore I should be able to sell what I do have.

    Business Response

    Date: 07/11/2022

    Hi *******,

    Thank you for reaching out to us about this.

    Per checking, we see that you've been able to send your WLUNA off the platform. We also reached out to you through your support case 12449705. 

    Please let us know from there if you have other questions or concerns, we're happy to address them.

     

    Kind Regards,

    Coinbase Support

     

  • Initial Complaint

    Date:07/02/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2022/06/26 I transferred ******** XLM to my Coinbase over 4 days ago which I have done multiple times before but this time I never received it. Support has been no help and this is quite a bit of money that is missing. They say they have received it on theyre end but itll take two weeks to find it. Then they told me I sent to a wrong address and I sent to their internal address. Which doesnt make sense because I can check the transaction on the block explorer and it does in fact show that they received it just like my other transactions. Heres the link to the ***** https://stellarchain.io/tx/6991c67b58d40c6820d677067a6e7ffcbf88ce98ad2b7a4f9154976f983b3e21 Or https://stellar.expert/explorer/public/tx/6991c67b58d40c6820d677067a6e7ffcbf88ce98ad2b7a4f9154976f983b3e21 As you can see they have received it but still no help adding to my account. If Im correct you can see them holding a lot of other deposits as well. As this is a Lobstr wallet. Weird because that it not the same as Coinbase. They have been unclear to me and Im starting to get worried. CASE NUMBER : #******** Client full name: *****************

    Business Response

    Date: 07/11/2022

    Hi there Adom,

    Thanks for contacting us about your missing XLM.

    Our team will be reviewing this and will provide more update through your ongoing support case 12356187.

    We appreciate your patience here.

    Kind Regards,
    Coinbase Support

  • Initial Complaint

    Date:07/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Today I went to do a wire transfer from my bank USAA to Coinbase, INC. This is the second time I have done a wire transfer to Coinbase and they have denied it even with all of the correct information. The first time was with Navy Federal and this time with USAA. I pay $29 a month for Coinbase one, for them to just keep denying my wire transfers. When I go to speak to someone, I get the run around. No one can see why it was declined and not one can help me. I have tried calling and the chat. I receive emails with zero resolution or help. I've also noticed that because I am a Coinbase one subscriber, I do not pay the fee to buy and sell BTC which is the main reason I have it. However, I have noticed that every-time I go to buy or sell. Coinbase changes the price of BTC. If it's at $20,500. When I go to sell it says it's at $19,900 so I lose about $10 in the transaction. Seems shady that the price is different when I go to buy and sell, yet I should be saving with paying for the Coinbase one subscription.

    Business Response

    Date: 07/10/2022

    Hi ***********,

    We appreciate that you reached out to us regarding the issue that you are encountering and we're happy to assist.

    We have escalated your account to the appropriate team to identify what the issue was, so we can resolve this concern for you.

    Please note that the updates about this review will be provided through your support case 12280421.

    Thank you for your patience here.

    Kind Regards,
    Coinbase Support

  • Initial Complaint

    Date:07/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I got this app on my cell phone thinking it was a job to make a little money and it looks like a scam or fraud. When I called them to please remove my info and cancel it and I've done this by mistake they did not help me. I didn't understand coinbase clearly or what it is. So could I please get all my money back or whatever I did by mistake.

    Business Response

    Date: 07/06/2022

    Hello *****,

    Thank you for following up your concern with us. Upon review of your account, we can see that one of our specialists replied to your support case #********. Please check your inbox for their response and if you have any questions, reply directly to their email.

    We appreciate your patience and understanding.

  • Initial Complaint

    Date:07/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To whom it may concern Coinbase, I recently opened up an account and verifyed myself by providing my Drivers Licene, Social Security Card and so on. I funded the account with a debit card for 10 dollars and then an additional one. I was approved for the Coinbase Debit card after the application. However, the next day when trying to add funds your site was not giving me the option. When filing a "Ticket" online to customer support, they claim that ***************** customer are not allowed to use the debit cards. I filed another ticket to explain to that person, he or she was wrong. Then they replied back that I cannot use a debit card. I think they deliberately did something to my account and I did not do anything wrong. I am including a screen shot of your own terms that state ** people can in fact use a Debit card. *************************

    Business Response

    Date: 07/06/2022

    Hello *******,

    Thank you for following up your case with us. We can see that one of our specialists replied to your case #********.

    Please check your inbox for their response and if you have any questions, reply directly to their email.

    We appreciate your patience and understanding.

  • Initial Complaint

    Date:06/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My name is Remington ***** my Coinbase account was hacked on March 18, 2022 when I was signing to the Account. I was unable to get access. The hacker breached Coinbase security/weak and stole all my money $6,335.59 + ******= $7129.65 in total. I did not know Coinbase phone numbers at the time until April 8, 2022 I spoke to Fredo who told me my coinbase account was hacked they sold all my coins and converted them to External Exchange. I spoke to both Fredo and *** requested to reimburse me the money or all my coins stolen they refused either pay me back or restore my Coins. Please help me to get my money back. Coinbase Representative just told me to file a complaint to **** I did last week online at www.ic3.gov. So far nobody contacts me yet. The number I spoke to both Fredo and *** at different date were *********** Coinbase 24 hours Customers Support and ************ Coinbase *************** They tried to blame my email because its out there. Whos email is not out there? Use my email with other platforms I dont have any breached or hacked any issues except with Coinbase. Like I told them they need to upgrade, boost their security to protect their customers Assets against hackers. Otherwise their customers will be vulnerable. Am I the first one complaint against Coinbase weak security system? Let you guys answer this question? Thank you in advance for your time. Thats $17.95 only left on my Coinbase Account. Its a proof they didnt reimburse the $7129.65. I tried to scan the March 18, 2022 done by the hackers could see it. Ask Coinbase because they told me they will cooperate with investigators. Thank you

    Business Response

    Date: 07/06/2022

    Hello Remington,

    After reviewing your support case #********, it appears that our team informed you that we will not be able to reimburse you the funds that were taken from your account. As our support team detailed to you, our policies do not allow us to provide funds when a user has fallen victim to bad actors. We recommend reviewing security recommendations, which can help protect you from online scammers: https://blog.coinbase.com/tips-on-how-to-best-secure-your-crypto-3ed5fc23106c

    We also suggest that you report this incident to law enforcement agencies in your jurisdiction immediately including the *** Internet ********************** (IC3) here: https://www.ic3.gov/complaint/default.aspx/. Coinbase is willing to offer full cooperation with all law enforcement investigations pertaining to your accounts compromise.

    Thank you for your patience and understanding.

  • Initial Complaint

    Date:06/29/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    company has restricted my account. and I've had numerous issues with them. Now when using my COINBASE Debit CARD, i am not allowed to use my money. Say if i have $1 available to spend , my card is always declined. i opened a ticket as i was told and they closed it with no resolution. when contacting them they say its because of a transfer that failed which is not true. i have emails stating it was either because of that or an issue on their end. Which i have bank statements proving i had the money available to be withdrawn! please have them fix this issue. as it does not state i need to have a balance and this has caused many days of frustration / extra time and declined transactions where i needed that money the most and was not able to use it for an issue on their end!

    Business Response

    Date: 07/05/2022

    Hello Cody,

    Thank you for following up your case with us. We can see that one of our specialists replied to your case #******** with more details about your Coinbase Card transaction. Please check your inbox for their response and if you have any questions, reply directly to their email.

    We appreciate your patience and understanding.

    Regards,
    Coinbase Support

  • Initial Complaint

    Date:06/29/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to talk with a real person about the purported purchase of a unfunded cryptocurrency and there is no human contact available. The web site says I have an unfunded transaction. I don't have any record of a transaction that was unfunded. As a matter of fact my last transactions were sell orders as I cashed out because of the down trend in the market. I have asked for a human to contact me before I report this to my local state attorney's general office and/or the SEC. I will wait a reasonable amount of time before doing so. My records show that the last transaction I placed was match (buy)07:27:57 pm - May 09, 2022 CDT ******* ******* $69.75 Order *************************************** Product ID:DOGE-USD Trade *********** match (sell)08:20:03 pm - Oct 25, 2021 CDT ****** 0.0 ---match (buy)07:41:40 am - Jun 18, 2021 CDT ***** ***** $13.95 match (sell)03:20:10 pm - Jun 11, 2021 CDT ****** 0.0 ---match (sell)03:20:09 pm - Jun 11, 2021 CDT ***** ***** $8.21 match (buy)11:17:29 am - Jun 03, 2021 CDT ***** ***** $13.95 The reason I was selling and not buying was I was in the process of buying and moving to a new house. The last thing I did was to sell my remaining coins before loading another load to move to the new house. I have not been active since. Their records show that someone did place a buy order on May 9, 2022. To the best of my memory I did not place that order. As it stands they do show any records of what payment that was not made to cover that order or what balance is due on the account. It is just a computer saying that there has to be a resolution to the missing payment with no further details.

    Business Response

    Date: 07/05/2022

    Hi Sylvan, 

    Thank you for reaching out to us here. 

    We would advise to submit a support case via the Coinbase help desk so that we may assist you further on this and work towards a resolution. https://help.coinbase.com/en/contact-us?

    Many thanks. 

     

  • Initial Complaint

    Date:06/29/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Coinbase allowed someone to get into my account change information and add linked bank account. Then within minutes they were able to withdraw $30,000 into an account that is not in my name. Email confirmation from Coinbase states Id was verified. ********************** states new bank account added to account was an account with **** of America in my name however the bank has no record of any accounts in my name Coinbase says they can not help me

    Business Response

    Date: 07/05/2022

    Hello ******,

    Thanks for reaching out. We reviewed your account and found your ongoing support case #********, and our team has reached out to you with instructions in order to proceed with your account review. We will continue to communicate with you with regards to the status of your account via your support case. 

    Thank you for your patience and understanding here!

    Customer Answer

    Date: 07/06/2022

     
    Complaint: 17498241

    I am rejecting this response because:The continual response from Coinbase is instructions on resetting my password and securing my account. The funds in my account were stolen due to Coinbase allowing someone to change information on my account add a bank account that was not in my name change the password and withdraw all the funds all in a short time. Emails from Coinbase state ID was verified I dont know how and Coinbase then stated it wasnt. They have not assisted in any way in getting my funds back. The continual response is we are not responsible. Well you allowed a bank account in someone elses name to be added on. You refuse to give me the information needed to track them down and keep saying your helping. 
    I am going to be forced to hire an attorney and start a lawsuit unless there is some kind of assistance or solution
    Sincerely,

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

    Business Response

    Date: 07/08/2022

    Hi ******,

    Thanks for following up on this. 

    Our team has reached out to your ongoing support case #********, and we are waiting for your confirmation that you have completed the necessary steps. We ask that you please follow the instructions provided in our recent email, and reply back with a confirmation, so that we may be able to proceed in the review your account and provide you more details about your concern. 

    We appreciate your patience and understanding! 

    Regards, 
    Coinbase Support

    Customer Answer

    Date: 07/08/2022

     
    Complaint: 17498241

    I am rejecting this response because:

    this is the same answer I get from them every time I answer any of their responses. I have answered them 3 times and its like they dont read it they just send out same message. They have not done anything nor said anything regarding the funds they allowed to be stolen from my account. 
    Sincerely,

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

    Business Response

    Date: 07/10/2022

    Hi ***,

    We understand your frustration in regards to this matter and we are here to help you resolve this issue. But, before we proceed you must complete our security review, and we need to verify your identity. 

    It appears that our team has reached out to you last July 8 via your support case (********), with instructions on how to proceed with this verification.

    We advise that you please follow the instructions highlighted in your support case order for us to move forward with our review.

    Thank you for your patience and understanding!

    Customer Answer

    Date: 07/12/2022

     
    Complaint: 17498241

    I am rejecting this response because:
    I spoke to one of your reps regarding this matter. When I went to log on and requested a verification code your system sent me the code. Then within a few seconds a second code was sent that I did not ask for. I cancelled the process and called your customer service. I explained what happened and they said they escalated the case to fraud group and was told to wait until your fraud department contacted me. I have not heard from them yet 
    Sincerely,

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

    Business Response

    Date: 07/15/2022

    Hi ***,

    Thanks for your reply.

    To confirm in order to push forward, our team will require that you complete additional verification steps. We've replied to you via your ongoing email support case (********) with additional information. 

    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: 07/18/2022

     
    Complaint: 17498241

    I am rejecting this response because:

    I replied to you already that I keep receiving emails from you stating that my photo ID has been verified before I sent anything to you. I called for an explanation as to what was verified and was told that no ID verification has been done for 1 year with no explanation as to why I received this email. I also questioned that if no ID verification was done since last year how did you verify the account when a new bank account not in my name was added to my account and at same time all funds withdrawn. Are you saying you did this without verification. I need to get SEC involved 
    I am not getting answers 
    Sincerely,

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

    Business Response

    Date: 07/22/2022

    Hi ******,


    Thanks for your reply. 


    We are still waiting for the verification to be completed before we can assist you further.


    We've replied to you via your ongoing email support case (********) with additional information. 
    Please make sure to work with our customer support team (ticket ********* for verification, and not the emails you referred to. So far we have not received the requested verification documents in order to support you further.

    Regards,
    Coinbase Support

    Customer Answer

    Date: 07/23/2022

     
    Complaint: 17498241

    I am rejecting this response because:Every time I reply to them I receive a verification that my ID has been verified and I have not sent ID. I tried to explain I spoke to customer service on the phone and they didnt know about this verification so I dont know what to do. 

    Sincerely,

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

    Business Response

    Date: 07/30/2022

    Hello ***,

    Thank you for taking the time to reach out to us and for your continued business.

    After reviewing your issue, we have identified that we are not able to proceed further until we receive additional verification from you. We have exhausted our internal resources by providing you steps to complete this additional verification through a secure portal, but have not received any follow ** in that regard.

    We are not able to further assist you with this issue and will be closing this case. When you are ready, please complete our verification request provided to you through your support case #********.

    Customer Answer

    Date: 08/01/2022

     
    Complaint: 17498241

    I am rejecting this response because:

    I tried to explain that I keep receiving notices that my id was verified and when I clicked on the portal a mercy came over saying I was verified when I didnt do anything. When I called them the rep did not know anything about this process. I dont know what to do. So I have to file SEC complaint and hire an attorney 

    Sincerely,

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

  • Initial Complaint

    Date:06/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi I got scammed on Coinbase last month. A scammer (impersonating my friend) asked me to send her **** in bit coin. I reached out to your team to try and recover my money as well as deactivate or ban the other user but I was told that it happens and that Coinbase couldnt do anything about it . I am sure I am not the only one who has gotten scammed on coin base. I dont think your company is doing very much to help protect consumers nor does it seem like you are willing to report or go after scammmers . I would like to have my money back it would be an ideal resolution. I also think Coinbase should have a better protocol on handeling scammers. Telling people we cant do anything about it is not a resolution

    Business Response

    Date: 07/05/2022

    Hi *******,

    After reviewing your case #********, it appears that our team informed you that we will not be able to reimburse you the funds that were taken from your account. As our support team detailed to you, our policies do not allow us to provide funds when a user has fallen victim to bad actors. We recommend reviewing security recommendations, which can help protect you from online scammers: https://blog.coinbase.com/tips-on-how-to-best-secure-your-crypto-3ed5fc23106c

    Thank you for your patience and understanding.

    Customer Answer

    Date: 07/06/2022

     
    Complaint: 17497849

    I am rejecting this response because: there is no current process to help further prevent this from occurring again to Other people going forward. Although you claim to cooperate fully your team has clearly did nothing to help stop the scammers. What are you doing to prevent this from occurring again on your platform and how are you improving your customer service? It seems like the process of opening up cases is just a way to make people believe you are doing something but it does no good.

    Sincerely,

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

    Business Response

    Date: 07/07/2022

    Hi *******,

    Thank you for your feedback. We understand your frustration regarding your account.

    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 urge you to continue coordinating with law enforcement about this incident. Coinbase is willing to offer full cooperation with all law enforcement investigations pertaining to your account's compromise.

    Therefore, while we are sympathetic to your situation, Coinbase is unable to reimburse you for your loss nor are we able to reverse this transaction.

    We truly appreciate your understanding here.

    Customer Answer

    Date: 07/08/2022

     
    Complaint: 17497849

    I am rejecting this response because: the response is not appropriate for my issue. My account was never hacked 

    Sincerely,

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

    Business Response

    Date: 07/10/2022

    Hello *******,

    Our team has reached out to you via your support case 11868790 last July 5, 2022. We understand that your account was not hacked but you have sent some digital currency to someone that *** be involved in a scam.

    As mentioned in our replies, we will cooperate fully with all law enforcement investigations. Please note that digital currency transactions are irreversible. If you send digital currency to someone, Coinbase cannot recover these funds. Therefore, it's important for you to check that the receiver of your funds can be trusted.

    For more information, please visit: https://support.coinbase.com/customer/portal/articles/*******

    For future transactions, please be sure that you trust the person you send cryptocurrency to and allow to access your computer. Coinbase support staff will never ask for remote access to your computer or ask for your security codes or passwords. For more information about spotting and avoiding cryptocurrency scams, we recommend reading these articles:

    - https://help.coinbase.com/en/coinbase/privacy-and-security/avoiding-phishing-and-scams/avoiding-cryptocurrency-scams.html
    - https://blog.coinbase.com/crypto-giveaway-scams-and-how-to-spot-them-59e24d220616

    Customer Answer

    Date: 07/11/2022

     
    Complaint: 17497849

    I am rejecting this response because: I do not see that your business is changing to parent future scammers from using your platform from scamming people

    Sincerely,

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

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