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:04/24/2025

  Type:Customer Service 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.

  Ive been a loyal Coinbase customer for over five years and entrusted the platform with my life savings. Recently, my account was suddenly restrictedIm now unable to buy, sell, transfer, or even receive cryptocurrency. Despite repeated inquiries, Coinbase has refused to provide a clear explanation for this restriction.Instead, theyve demanded an excessive amount of personal documentationfar beyond what even my bank requiresand continue to request the same information repeatedly, creating a frustrating and seemingly endless cycle. Ive verified my identity numerous times, yet the restriction remains, and Im left with no clarity or resolution.This situation has left me financially paralyzed. Im currently unable to move forward with critical decisions for my family, including the purchase of a home, as my loan pre-approval was based on access to these funds. Coinbase is effectively holding my money hostage, with no transparency and no path forward. I feel completely helpless and dont know what more I can do.

  Business Response

  Date: 04/25/2025

  Hi ****,

  We hope you are doing well. We have received your BBB complaint regarding your account restriction.

  We have sent you an email via support case #******** to further assist you.

  Please respond to the email if you have any questions.

  Thank you,
  Coinbase Support

   

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23245069
  
  I am rejecting this response because I have not received any email communication as indicated. Additionally, I have submitted the same documentation to Coinbase multiple times, yet I continue to receive repeated requests for the same information along with redundant questions. The scope of data being requested far exceeds what is typically required to verify an individual's identityeven in cases involving suspicious activity. It appears that the review may be conducted by individuals outside ***************** who may not be familiar with how to interpret U.S.-based documentation, leading to confusion and unnecessary repetition. This inefficiency is unacceptable.

  My Coinbase account is used primarily for purchases from my bank, not for selling or complex transactions. All records of these transactions are already available within Coinbases own systems. Therefore, there seems to be no legitimate basis for classifying this activity as suspicious. I am also extremely concerned about the amount and sensitivity of the personal information being collected. The requests go far beyond what ************** institutions typically require. The invasive nature of these demands, coupled with the threat of continued account restriction, feels coercive and raises serious concerns about data security and potential identity theftespecially as you are asking for personal details not only about me but also about my wife and children.

  To summarize:

  1) This review must be escalated to senior staff immediately.
  2) It must be handled by a qualified team based in the **************
  3) A resolution is urgently needed, as I have been locked out of my funds for nearly a month.
  

  These funds are part of a pre-approval package for a home purchase, and Coinbases continued delays are directly interfering with my ability to make critical real-life financial decisions. Your current process is creating future risks for me that I may not be able to recover from, and there is still no clear explanation of what triggered this review or what specific information Coinbase is attempting to verify.
  This situation is unacceptable, and I request a prompt and definitive resolution.
  
  Sincerely,
  
  **** Fesliyan

  Business Response

  Date: 04/30/2025

  Hi ****,

  Thank you for your continued patience.

  We have provided an update to you via Support Case 23069509.

  Please respond to the email if you have any questions.

  Thanks,

  Coinbase Support

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23245069
  
  I am rejecting this response because I did not receive any email as stated. I would appreciate clarification on the following points:
  

  1) Why was my account placed in restricted status?
  2) Which country is the team based out of that is currently reviewing the extensive documentation I have submitted to Coinbase?
  

  The repeated requests for the same information and the nature of the correspondence suggest a possible language or communication barrier, which raises concerns about whether the reviewing staff fully understand U.S. and specifically California regulatory and documentation standards.
  
  Sincerely,
  
  **** Fesliyan

  Business Response

  Date: 05/05/2025

  Hi ****,

  Thanks for your continued patience.

  Weve sent you an email through Case 23069509 with the latest update regarding your Compliance case.

  Please review it at your earliest convenience.
  
  Best regards,
  Coinbase Support
  

  
  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I'm not happy about my overall service, the issue has been resolved. So, I will settle. 
  
  Sincerely,
  
  **** Fesliyan

• Initial Complaint

  Date:04/24/2025

  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.

  Im filing this complaint because Coinbase has denied me a $200 Spin the Wheel bonus I rightfully earned, citing a duplicate account that was actually created after the eligible account. Despite more than two months of communication, they continue to send template replies, fail to investigate the details Ive provided, and recently tried to close the case with a $10 BTC credit and false ********* main Coinbase account was created on February 13, 2025 at 10:22 PM. I spun the wheel and won the $200 bonus. A second account was accidentally created on February 15 at 6:24 PM when I mistakenly logged in with the wrong ****** emailsomething caused by Coinbases platform. I closed this second account immediately after speaking with support, who confirmed in writing that doing so would not affect my bonus *************** Coinbase falsely claims Im ineligible due to having an older account, which is simply untrue. Their final message also falsely stated that the issue was explained on April 2, yet on April 1, I received a message from their Consumer Complaint Supervisor saying more time was needed to investigate. I never received any communication on April 2. Then on April 24, they declared the matter closed and blocked me from responding.Coinbase has ignored clear evidence and is now misrepresenting the timeline to avoid honoring their own promotion. I am asking that they credit the full $200 bonus and acknowledge their mistake. If not resolved, Ill file additional complaints with the ***, ****, and other agencies, and will consider legal action in small claims court. I have full documentation to support my claims and am happy to provide it.

  Business Response

  Date: 04/25/2025

  Hello *****,

  Thank you for reaching out to us and reporting your concerns about our Spin the Wheel promotion. Weve conducted a further investigation into your case and sent you an email containing more information regarding this report through case 23072426.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23244437
  
  I am rejecting this response because:

  Coinbase is trying to appear cooperative, but in reality, they are continuing a pattern of dishonesty and delay. Before I filed this BBB complaint, Coinbase closed my case entirely and blocked me from submitting further evidence. Only after the BBB got involved did they reopen the casenot to fix anything, but simply to send another denial while still ignoring the facts I provided.
  
  This so-called reinvestigation was meaningless. Coinbase never once asked to review the proof I have offered, including:

  Timestamped evidence showing the account that won the Spin the Wheel bonus was created first on February 13, 2025, at 10:22 PM.

  Proof that the duplicate account was created later on February 15, 2025, at 6:24 PM due to a ****** login error (an account created in error AFTER I won the bonus).
  

  Written proof from Coinbase support acknowledging that many users were experiencing system-related issues and confirming that I would still receive the promotional bonus despite the error. Multiple chat support agents reassured me that I would be paid and that there was no issue with my eligibility.
  
  Instead of reviewing this information, Coinbase continues to copy and paste scripted replies to avoid admitting fault.
  
  I have complied with every term of the promotion:

  I was a new user.
  I completed a crypto purchase within the required timeframe.
  I spun the wheel and fairly won the $200 bonus.
  
  
  Coinbases repeated denials, without real investigation, show bad faith. They are intentionally ignoring clear evidence to avoid paying out a valid promotion. Their behavior is deceptive and unacceptable.
  
  If this is not corrected immediately, I will pursue further escalation, including legal action in small claims court, formal complaints to the *** and CFPB, and public documentation of this experience across consumer platforms and cryptocurrency communities.
  
  Sincerely,
  *****

  Business Response

  Date: 04/28/2025

  Hello *****,
  
  Thank you for your response. Weve sent more details regarding this report via case 23072426.
  
  If you have any further questions, feel free to reply directly to that case. Thank you for your patience and understanding.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23244437
  
  I am rejecting this response because:

  Coinbase continues to change their story and lie about my case. After months of blaming account creation order, they are now inventing a system error and falsely claiming I won $7 instead of the $200 I actually won. I watched the spin land on $200 and received confirmation at the time.
  I never intentionally created another account. If ********************** insists otherwise, they must provide the exact email address tied to this supposed second account. Their failure to do so proves they are fabricating excuses to avoid paying me the reward I earned.
  Coinbases behavior shows a clear pattern of dishonesty and bad faith. I have given them one final opportunity to credit the $200 and correct their actions before I proceed with legal action, regulatory complaints, and public exposure of their misconduct.
  I will not accept any resolution that does not result in full payment of the $200 bonus owed to me.

• Initial Complaint

  Date:04/23/2025

  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 3/24/2025, I utilized Coinbase to take out a loan, in which they required for my assets to be put forth as collateral. My assets total approximately $9500, whereas the loan was for 50% of my asset value resulting in a loan for approximately $4265. On 4/4/25, I contacted Coinbase so that I could pay off my loan and thus receive my full assets in return. However, the Coinbase app does not allow me to access *************** or repayment so I contacted Coinbase Support inquire about the technical error and Coinbase is claiming that they have no record of my loan and deemed that they would complete an investigation which should take no more than 7 days. Coinbase opened up a case with ticket #********. Coinbase failed to deliver on their statement, and 4/11/25 arrived without having received any update or notification from Coinbase. I call in 4/11/25 to request an update, and I'm told that they are still pending the investigation but that I will absolutely receive a call back in 7 days. No update, so I call back on 4/16/25 and am told once again I will receive a call back with an update to the investigation within 7 days. It is now 4/23/25 and I have still not received an update. I have been messaging their support team almost daily, with the support team reassuring me in writing that they are working on the case. Coinbase has deliberately been negligent in providing me with a timely response, resulting in the loan accruing daily interest despite my willingness and persistence to pay off the loan as of 4/4/25. Not only is Coinbase holding my assets hostage, but they are profiting off keep my assets and forcing me to be liable for the accruing interest.

  Business Response

  Date: 04/24/2025

  
  Hello ********,
  
  Thank you for reaching out to us and reporting your concerns about Coinbase borrow. Weve sent you an email containing more information regarding this report through case 22885237.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23242651
  
  I am rejecting this response because:
  

  The team replied with the same automated message that I've received 5 times now.

  "Our review team is working diligently to review your account and will contact you as soon as more information is available.
  
  We will reach out to you as soon as we have an update."

  The Support team is not diligent and has been working on this particular case for 20 days and counting now.

   

  Sincerely,
  
  ******** Ebeigbe

  Business Response

  Date: 04/29/2025

   

  Hello ********, 
  
  Thank you for reaching out to us and reporting your concerns about Coinbase borrow. Weve sent you an email containing more information regarding this report through case 22885237.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23242651
  
  I am rejecting this response because:
  Coinbase keeps making false claim after claim in email stating that theyve fixed the issue and for me to check, and if its not showing correctly for me to upload screenshots which Ive done 4 times now. There is no progression in this case and support cannot inform me of any what theyre even investigating. Its a constant run around of were investigating, its been fixed, please check and allow us more time to investigate. Show me the developer logs of what youre actually fixing.

  Sincerely,
  
  ******** Ebeigbe

  Business Response

  Date: 05/01/2025

  Hello ********,, 
  
  Thank you for reaching out to us and reporting your concerns about loan. Weve sent you an email containing more information regarding this report through case 22885237.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

• Initial Complaint

  Date:04/23/2025

  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.

  Coinbase refuses to allow me to make deposits and won't provide the reason why. Attached is my chat history from today. They refuse to give me an actual explanation no matter how much I attempt to get information out of them by being polite or by asking questions. There is no live phone representative, and the chat service is the only method to contact them. The chat representatives have been giving me the runaround. I just want to be able to use my trading account. They have violated their terms of service and my rights as a user by not even telling me why I am not allowed to make deposits into my account after waiting over 10 business days for my account to be reviewed. I need to speak to an American domestic representative who I can actively discuss my account with who needs to provide their contact information.

  Business Response

  Date: 04/24/2025

  Hi ****** ******,
  
  Thank you for reaching out regarding the restrictions on your Coinbase account.
  
  We've created a support case for you and sent you an email regarding this report. Your support case number is 23054496.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. 
  
  Kind regards,
  Coinbase Support

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23242428
  
  I am rejecting this response because: I'm still getting the same error message that my account is still under review even though I've been receiving the status for over a week without any changes. I am unable to appeal the decision because it's not giving me the option. Please allow me to appeal the decision or provide a way to restart the process for an account review. Screenshot attached.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/02/2025

  Hi ******,

  Our team is still actively reviewing your support case #******** and has emailed you to let you know that this is still on our radar.

  We will be in touch with you via your support case if there is any pertinent update to share.

  Thank you for your understanding.

  Kind regards.
  Coinbase Support

• Initial Complaint

  Date:04/23/2025

  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 bought ****** sometime in 2021. I have been trying to access my Coinbase account numerous time and the 2FA process is not working because of app crashing. I have submitted my face and I get a confirmation that I'm verified but then I get stuck in this log in loop. I just want to see my balance but there is no one to help via phone.

  Business Response

  Date: 04/23/2025

  Hello Christian, 

  
  Thank you for reaching out to us and reporting your concerns about accessing your account and the app looping issues. Weve sent you an email containing more information regarding this report through case 23053561.

  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

  
  

  Business Response

  Date: 04/23/2025

  Hello Christian, 

  
  Thank you for reaching out to us and reporting your concerns about accessing your account and the app looping issues. Weve sent you an email containing more information regarding this report through case 23053561.

  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

  
  

• Initial Complaint

  Date:04/22/2025

  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 received a telephone call from coinbase stating that something was wrong with my account and they were going to have to freeze it until the issue was solved. I told them nothing is wrong with my account and please dont freeze my account. The customer service agent said your stupid f****** *****, I can do whatever I want to do with your account and hung up! I called the number back that they person was calling me from, thinking it would be customer services, and the person answered and stated dont f****** call us again, in sending someone to your house to **** you. This is horrible and uncalled for! The person actually froze my account, so I know they work there; however, Ive emailed Coinbase multiple times and have not received a reply or confirmation this guy has been disciplined and no longer works for the company. This is the email he sent me and that is the actual phone number he called me from: Verify Your Coinbase Representative Hello Athena,At Coinbase, your security is our top priority. To ensure you are always protected, we want to confirm that you are speaking with a genuine Coinbase representative. You have been assigned the case number ****** for reference purposes.We can confirm that ***** ****** is a verified member of our support team. You have been contacted from the following phone number:************** If you have any questions or concerns about this interaction, please do not hesitate to reach out to us directly.

  Business Response

  Date: 04/23/2025

  Hi Athena, 
  
  Thank you for reaching out regarding the phone call and email you received, and the concerns regarding your Coinbase account.
  
  We've created a support case for you and sent you an email regarding this report. Your support case number is 22966701.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. 
  
  Kind regards,
  Coinbase Support
  

• Initial Complaint

  Date:04/22/2025

  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.

  See Attachments

  Business Response

  Date: 04/23/2025

  Hi *******,

  We hope you are doing well. We have received your BBB complaint regarding your account access issue.

  We have sent you an email via support case #******** to further assist you.

  Please respond to the email if you have any questions.

  Thank you,
  Coinbase Support

  Customer Answer

  Date: 04/25/2025

  This is a follow up to the complaint I made on Monday, Apr 21, 2025. Coinbase got back to me after you contacted them. That was very fast, thank you. They sent me instructions a page long to get into my account. Didn't work. This morning, Apr. 25, they wanted screenshots of what the error message is when I try and sign in. They said by doing this, they would be able to figure out who can help me. I don't know what to say to you. I feel I'm getting a terrible run around. When I asked if I could get my money, they said we had to try the page long instructions. You may or may not know they get terrible reviews for customer service. I agree 100% Please help.

  I have approximately $2000 in my coinbase account. I either want to be able to sign in or have my money sent to me. I want my money.

  Business Response

  Date: 04/25/2025

  Hi *******,

  Thank you for reaching out to us.

  We have provided the latest update on your Support Case 23010962 to assist you further.

  Our goal is to ensure the best resolution for your case and help you regain access to your account swiftly.

  Regards,

  Coinbase Support

• Initial Complaint

  Date:04/22/2025

  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 April 18, 2025 at 1:43 am some one hacked into my android phone and used my debit card to purchase Bitcoin in the amount of $200. This was not me and not authorized by me. On April 18, 2025 at @ 2:46 am the same person who hacked and stole my debit card purchased $75 in Bitcoin. The wallet associated with these transactions I believe I know the person who hacked my phone.I can not get in touch with coinbase directly to get this resolved

  Business Response

  Date: 04/22/2025

  Hello ******, 
  Thank you for reaching out to us and reporting your concerns about a suspicious activity. Weve sent you an email containing more information regarding this report through case 23043655.
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

• Initial Complaint

  Date:04/21/2025

  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've been a Coinbase customer for about one year and pay monthly for Coinbase One, their premium subscription that advertises priority support and enhanced functionality. Recently, without warning or explanation, I was suddenly blocked from purchasing any cryptocurrency on the platform due to an alleged "security reason." I have not violated any terms, have a clean transaction history, and have always used the platform responsibly. This restriction completely blocks the most basic function of the app, despite me continuing to pay for Coinbase One. I reached out to Coinbase support three separate times through their official support channels and spoke with three different representatives - none of them provided any information, clarity, or resolution. They could not tell me what caused the restriction, how to appeal it, or how long it would last. All I was given was a vague reference to "security flags" without any detail. What's worse, Coinbase continues to charge me for Coinbase One, even though I no longer have access to one of the core features of the platform: buying crypto. This feels deceptive and unacceptable. I'm requesting: 1. A clear and detailed explanation of why my purchase access was restricted; 2.Reinstatement of full account functionality, or a clear appeals process; 3. A refund for Coinbase One charges incurred while restricted; 4. Better customer service and accountability moving forward. This experience has severely damaged my trust in Coinbase. I would appreciate the BBB's help in getting a resolution.

  Business Response

  Date: 04/22/2025

  Hello *******, 
  Thank you for reaching out to us and reporting your concerns about account restriction. Weve sent you an email containing more information regarding this report through case 22998965.
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23231699

  Subject: Follow-Up to Coinbase Complaint Misleading Communication and Ongoing Restrictions

  I am rejecting this response because:

  Dear BBB,
  
  
  I am writing to provide additional evidence and context regarding my ongoing complaint against Coinbase.
  
  
  In Coinbases response to the BBB, they falsely claimed that I can still send/transfer crypto while my account is under review. This is categorically untrue. I have attached a screenshot from my account clearly showing that crypto sends are completely restricted until May 17, 2025, despite their assurance that I could still perform such functions. This restriction prevents me from accessing or transferring my own assets, which is both misleading and unacceptable.
  
  
  Coinbase has failed to provide any legitimate justification for this hold on my account. I have not engaged in any suspicious activity, nor was I guided by any third party to use the platform. I joined Coinbase to self-manage my own crypto investments, and all usage has been independent and within their terms of service.
  
  
  This experience has not only caused extreme financial inconvenience, but Coinbases lack of transparency and misleading communication has now escalated to the point of consumer deception. Their support team has repeatedly evaded my questions, failed to offer a clear resolution timeline, and continues charging me for Coinbase ************ despite denying me full access to those benefits.
  
  
  I respectfully request:
  An immediate investigation into Coinbases account restriction practices,
  A formal explanation and timeline for full account reinstatement,
  A full refund of Coinbase One subscription fees charged during the restriction period,
  And an end to misleading communications regarding account capabilities.
  
  
  Thank you for your continued attention to this matter. I hope the BBB can hold Coinbase accountable for its treatment of consumers.
  
  
  Sincerely,
  ******* *******

   

  Business Response

  Date: 04/24/2025

  Hello *******, 
  
  Thank you for reaching out to us and reporting your concerns about sending restricting. Weve sent you an email containing more information regarding this report through case 22998965.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23231699
  
  I am rejecting this response because:
  

  I am still being restricted from transferring my own money to my own wallet. Coinbase is strategically acting like theyre innocent and willing to help by not answering here but answering on email where they dont actually have to be held accountable for their actions. BBB thank you for all your help, lets make this public whenever youre ready so coinbase can understand how fed up people really are. BBB please let me know if there is a civil lawsuit against coinbase, I would be more than happy to share my evidence and experience. 

  Sincerely,
  

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

  Customer Answer

  Date: 04/24/2025

  I am willing to let them respond one more time before this is closed (and public) because I need my account to be unfrozen. There needs to be justice for these unlawful actions and coinbase needs to be held accountable. Please send this to them one more time and see if they will unfreeze my account. I am submitting at 4:11pm 4/24/25, you can see in the picture, it is still frozen and at the top it says today 4:06pm proving coinbase has lied about unfreezing my account. 

  Business Response

  Date: 04/29/2025

  Hello *******, 
  
  Thank you for reaching out to us and reporting your concerns about Coinbase one subscription. Weve sent you an email containing more information regarding this report through case 22998965.
  
  If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

• Initial Complaint

  Date:04/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coinbase enacted some sort of Coinbase One program without my knowledge, starting 11/20/24 til 4/19/25 (pic attached), with 6 charges of $*****. I NEVER knowingly signed up for this program, and made two small transactions that had no connection to this program. It's funny because they have a transaction page and yet don't include a membership. There's never been an email that said I've ever signed up for Coinbase One, meaning a welcome message or explanation of how to use coinbase one....which I never knew I had.I was refunded my last payment of *****, so there's 5 other payments that have not been refunded.

  Business Response

  Date: 04/22/2025

  Hello ******* *****,

  After exploring your issue, it appears that our team informed you that we will not be able to provide a refund other than the 1 month refund of $29.99 that was processed on 04/21/2025.

  As our support team detailed to you, our policies do not allow us to provide refunds beyond the one month already given. 

  We've created a support case for you and sent you an email regarding this inquiry. Your support case number is 23029284.

  If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. 
  
  Kind regards,
  Coinbase Support