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:04/11/2025

  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.

  I deposited money into Coinbase on April 1st. They are claiming that they are holding my money until May 20th. This is absolutely urgent I need those funds to pay bills. Originally they said they were releasing the funds on April 14th. Then randomly they changed it to May. I have screenshots of the original release dates being April.

  Business Response

  Date: 04/12/2025

  Hello ******,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that youre unable to withdraw from your account. Weve reached out to you via support case #******** to further assist you with your inquiry.
  
  Please reply to our email and we will be more than happy to assist you.

• Initial Complaint

  Date:04/11/2025

  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 have an account with ********************** since November 2021. I have verified all my information necessary by law and regulation and my account has always been in good standing. In Dec 21, 2024, I received an email from Compliance KYC <*******************************************************************, asking me to upload documents and information as part of a routine verification process (see full list of information and documents requested in attachment) Before uploading to the system, I received an email on February 9, 2025 that my account had been restricted. When logging in since that date, I get the following message: Your account is restricted to withdrawals only. We've already sent you an email to provide additional information about your account. Because I cannot sell any of my assets, I also cannot actually withdraw any of my funds. After my account was restricted, I submitted all the requested information on Feb 10, 2025. I didn't receive any response after asking for confirmation. After not hearing back, I reached out to Customer support on many occasions where I was continually told that the compliance team was working on it and would reactivate my account shortly. On March 13, 2025 I received another email asking me to provide additional documents. This was information I had already submitted the first time around. However, I went ahead and resubmitted those documents on March 13, 2025. I did not receive a response and once again reached out to customer services with no satisfactory response or information. Almost a month later on April 7th, I got another email saying those documents were not acceptable and asking for other information. This information is unrelated to the previous documents I had been asked for, as well as information that had already been uploaded on February 10th. I uploaded these documents on April 11 . My account has been restricted for over 2 months. During this time, I have not been able to sell any of my assets, which has come at a tremendous financial cost.

  Business Response

  Date: 04/14/2025

  Hi ********,

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

  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: 04/14/2025

   
  Complaint: 23192897
  
  I am rejecting this response because:

  No solution is provided. Coinbase support has responded the same way they have for 2 months, whenever I have reached out to them, which is to simply let me know that their Compliance team is working on the issue and that I should email the Compliance team if I have any issues. As mentioned in the original complaint, I have emailed the Compliance team several times and have never received a response. I have also not received any explanation as why the Compliance team keeps asking for documents that they have already received over and over, email me after a month every time to ask for additional documents (which had already been provided). I have not received any response about how much longer it will take their team to review the documents and restore my account. Their recent response provides no additional information to what I had prior to the complaint. 

  
  Sincerely,
  
  ******** Alonso **********

  Business Response

  Date: 04/17/2025

  Hi ********,

  Thank you for your patience.

  We have provided the latest update regarding your account through Support Case 22969539.

  If you have any additional questions or need further clarification, please feel free to reply to the email.

  Thank you,
  Coinbase Support

• Initial Complaint

  Date:04/11/2025

  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.

  ON FEBRUARY 15TH, I TRANSFERRED $99.12 FROM ONE CRYPTO WALLET TO ANOTHER. THE TRANSFER NEVER MADE IT AND IS STILL PENDING, THOUGH THE FUND WERE REMOVED FROM MY ACCT. AFTER CONTACTING COINBASE NO LESS THAN 12 TIMES, THE ANSWER CONTINUES TO BE THAT "THEY'RE WORKING ON IT AND THAT IT HAS BEEN ESCALATED". THE SAME ANSWER FOR TWO MONTHS. I'm now seeking a refund and compensation for my time. I've spent hours on the phone, in chat and contacting them on ******* for resolution.

  Business Response

  Date: 04/14/2025

  Hi *******,

  We are sorry to hear about the stuck BTC transaction in your account. We understand how frustrating this must be and we want to assure you that we're committed to resolving this as quickly as possible.
  

  We've sent you a separate email with further assistance under support case #********. Our team is actively working on this, and we're monitoring the situation closely to ensure it gets sorted.
  If you have any additional questions or concerns, please feel free to reply directly to that case, were here to help. Thank you for your continued patience and understanding.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23192288
  
  I am rejecting this response because:

  It is the same response they have provided for two months. If this issue was truly escalated and they were working on it, it would be resolved by now. There is nothing happening with my case and the reason for me using the BBB to get it resolved. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/15/2025

  Hi *****, 

  We reached out to you through support case ******** to confirm that the issue has been resolved. Our message included a detailed explanation of the resolution and the status of your funds.
  Should you have any additional questions or require further assistance, please feel free to respond through the support case. Thanks for your patience and understanding!

• Initial Complaint

  Date:04/11/2025

  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 02/26/2024, I got the address to send USDC/**** to my Coinbase account. I decided to use the ********* network, which is accepted by the exchange.Unlike other exchanges, Coinbase has different addresses for tokens even on EVM network (which creates a lot of confusion).I sent **** and it never arrived in my account. They say they don't support the network, but this is not correct because I sent USDC to the same address and it arrived at the exchange (therefore they have access and private keys).Here is the transaction hash confirming the **** deposit to the address I received from Coinbase (0x94098eE8275C29DD7cC5DC09314635E3AA03b44d)[************************************************************************************************************************************************************************************************************************** uploaded document shows that USDC was indeed sent to Coinbase, but **** not.They said we should wait because, as soon as the network got accepted, I would receive it automatically. It has been over one year, so I need them to process it manually if needed. They have access to the address and can move the funds either to Coinbase or send back to my Binance address.

  Business Response

  Date: 04/13/2025

  Hi Alexandre,

  We regret hearing about the missing USDT you sent to your USDC wallet address. We understand your concern, and we would like to help clarify what happened.

  Weve sent you a detailed email under support case #********, explaining why the funds were not credited to your account. Should you have any additional questions or concerns, please respond directly to this support case. Thank you for your patience and understanding.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23191447
  
  I am rejecting this response because:

  The response sent is not completely correct. As you can see on the transaction below, Coinbase withdrawn AVAX from this same address less than a month ago:
  
  ********************************************************************************************************
  
  Well, if Coinbase has the private keys and the ability to move USDC and AVAX, why can't you use the same private key to move USDT? I would understand if you say you don't support USDT from ********* in your exchange, but in this case you could at least send this USDT back to the original address (which is my Binance sender address).
  
  Please review this, and consider I am willing to pay to have it recovered.
  
  rgds,
  ****

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

  Business Response

  Date: 04/15/2025

  Hi *****, 

  We acknowledge your rejection with our explanation regarding the missing USDT sent to your USDC wallet address. Weve provided additional context to clarify why the funds cannot be recovered and outlined how Coinbase proactively warns users through the platform to ensure assets are sent to the correct address and supported network. These safeguards are in place to help prevent issues of this nature. We appreciate your patience and understanding.

• Initial Complaint

  Date:04/11/2025

  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.

  I had an active account with ********************** for years , it was hacked and funds were stolen from the account back in 2017 and i had my account locked at that time. and then i was able to gain access to the acount and fully secured it in 2018 . i started trading crypto on coinbase in november 2024 and by February 15 i had total investment of the amount of 90,000$ and with the market movement at that time the funds became 116,000$ .i kept the fund in my account awaiting for further market bullish movement and haven't had change to regularly trade nor check the balances .i recently saw that there we multiple occasions where it showed activity from IP addresses in ******* , ************** ,******** with multiple transactions that eventaly led to loosing all my funds. and another deposits made from my bank account for new amount of 76,000$ in march .i called coinbase and reported the issue to them and they took steps to lock my account and informed me that i should me eligible to one time reimbursement due to the fact that am a coinbase one member and they advised me to report this issue to authorities. and there for am reporting this issue today i opened a support case with them , case number is ******** and every time i call them they give me a different answer and that the case is still under review .my funds should be protected under my coinbase one subscription and coinbase should have done better Job preventing access to my account specially it was from different country.

  Business Response

  Date: 04/15/2025

  Hello ****,

  Thank you for reaching out to us and reporting your concerns about the unauthorized transactions in your account. Weve sent you an email containing more information regarding this report through case #********.

  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: 04/15/2025

   
  Complaint: 23191293
  
  I am rejecting this response because:

  Per Coinbase response :

  Based on our investigation, our records indicate that the transactions in question were initiated through an iOS device from the ** address ******************. Notably, this device has previously been associated with your Coinbase account. As a result, we have reason to believe that these transactions were initiated either by you or someone with access to your device.

  But they are disregarding the main issue that I did NOT authorize those transactions .  I mentioned to them on multiple occasions I did not initiate those transactions at all . And the moment I found out about them I reported it to them immediately.

  they also failed to mentions the ** address that was showing on my account from ******* and ** and *********** .

   

  they also failed to mention that their Coinbase one protection clearly said I will be. Covered if it was due to compromised personal device or phishing attack 

   

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

  Business Response

  Date: 04/17/2025

  Hi ****,
  
  Thanks for your response. We sent you an email containing more information about the transactions you have mentioned. If you believe your account was compromised, we recommend reaching out again to your local law enforcement agencies.
  Due to the technical nature of digital currency networks, it is not possible to reverse these transactions or provide mediation. Blockchain transactions are irreversible and cannot be cancelled, so it's critically important to exercise caution and ensure you have adequate trading knowledge. While we empathize with your situation, Coinbase cannot reimburse your loss or reverse the transactions.
  
  We hope this explanation helps you understand why this decision was reached. Thank you for your understanding.
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23191293
  
  I am rejecting this response because:
  
  Coinbase one protection clearly state what is covered  and not covered , and you can clearly see that if the personal device was compromised iit should be covered . and if you legally device compromised it state When a device is compromised, it means that its security has been breached and unauthorized access or control has been gained.

   

  and given all theses circumstances and since my situation meet those criteria then my fund should be reimbursed other wise coinebase is not doing what they advertise and that is violation of the true advertisement act .

   

  also per support message last night . The agent I spoke with confirmed that I am eligible for reimbursement and I have screenshot of that conversation . And. Now you say I dont ?

   

   

   

  Sincerely,

  
  **** *******

  Business Response

  Date: 04/21/2025

  Hi ****,
  
  Thanks for responding to us here. Please note that we have concluded our investigation e sent additional information through your support case #******** that hopefully helps to clarify. Thank you for your patience throughout this process.
  
  Regards,
  Coinbase Support
  

• Initial Complaint

  Date:04/11/2025

  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.

  Commencing on or about October 3, 2022, I fell victim to a multilayered scam operation orchestrated by ******************* (the Fraudsters or Companies), with the design,development, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulent investment services," all of which aim at contributing to the goal of robbing and defrauding clients through a predetermined cycle of client losses to gains.? Money was transferred from my account in the total amount of ********* EUR utilizing your services.

  Business Response

  Date: 04/12/2025

  Hi ******** ****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that you may have fallen victim of investment scam. Weve reached out to you via support case #******** to further assist you with your inquiry.
  
  Please reply to our email and we will be more than happy to assist you.
  

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  It involves how Coin base locks your whole account, because a funds transfer failed, never attempted a second time if maybe a error had occurred, which was remedied right away from my other account, which they have already taken such money from my bank yet my account is still locked which cost me alot of money in trading. My account had been locked for many days now! What kind of business conducts themselves like this!

  Business Response

  Date: 04/11/2025

  Hi ******,

  Thank you for reaching out to Coinbase Support.

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

  Please respond to the email if you have any questions.

  Thank you,
  Coinbase Support

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  Although what was stated in an email that it takes 10 days, is not correct!  No electronic transfer takes that long in 2025! 

  I have transferred money before from my bank instantly many times and it was available right away to trade with and was taken out of my bank at the same time. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me. I think i a due a credit.  
  
  Sincerely,
  
  ****** *******

   

• Initial Complaint

  Date:04/10/2025

  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.

  Finding a reliable recovery firm isn't easy, but #SwiftcrytoRecoveryTeam on Email really stands out. The professionalism, skill and compassion of their team helped me recover funds stolen by a Ponzi scheme. They understand the pain and frustration victims go through and offer a clear path towards resolution. If you've been scammed, don't wait any longer: contact them now. They are the best in the business Contact them on Email :swiftrecovery89 (AT) gmail . com Whats--App +1 (612)--- 364----1389

  Business Response

  Date: 04/11/2025

  Hello,
  
  We received your BBB complaint, but it doesn't seem to address a specific issue related to your Coinbase account.
  If you have any additional questions or concerns, please feel free to contact our support team. Thank you for your patience and understanding.
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  My account was hacked twice. One from ****** and the other from *********. They will not allow me to take my money and cash in. I have talked to about 8 different representatives and they are all very rude. Was told I would get a call back from someone within 24 hours on numerous occasions and never once did they call. More than half of them hang up in your face and all of them are rude. My attorney is filing a complaint with the *** and also filing a law suit against them in Federal Court. I have never ever saying such unprofessional rude company. As these people and by the way, I am being interviewed by the news media about these people. I have already talked to other people.They have done the same thing too.And i'm getting together with a bunch of them, and we're looking for more ********* far, we got about eighty two people.

  Business Response

  Date: 04/15/2025

  Hi ******, 

  We are deeply sorry to hear about your experience. 

  Upon investigation, we do not see any record of you reaching out to our support team. We have some questions for you that we sent via support case 22979146. 

  Let's communicate via email and work on resolving your concerns there. 

  We'll wait for your email response. 

  Thanks, 
  Coinbase Support

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23184976
  
  I am rejecting this response because:

  They are not telling the truth because i talked to somebody, it would put my debit cards on hold and refused to give me my money back. So I am filing a class action lawsuit with so far over 200 people and it's going on the news media. So I did not accept there response of getting me to respond by emailing them back and forth.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/16/2025

  Hi ******, 

  Thanks for your response here. 

  We've responded to your email reply and we will continue to work with you via email. 

  Please direct your response to support case 22979146 to avoid delays in communication. 

  Thanks, 
  Coinbase Support

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23184976
  
  I am rejecting this response because: I have proof that everytime i called them, they locked me out my debit cards to do any type of transactions. Each time I call them right after I got off the phone with him. Both of my debit cards were locked out from doing any kind of business whatsoever including taking my money. They act like they did nothing wrong, but they have done this to many people, and we have, been in contact with over two hundred people they've done bad things to and the last is growing. I have contacted the ******************************* and the ************************. They have caused me bad anxiety attacks which is part of me being ?? % disabled Veteran. They have my phone number and they should have called me not email me. But anytime you talk to them on the phone, they hang up on you and freeze your debit cards. I can prove all of this one hundred percent.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/17/2025

  Hi ******, 

  Thanks for your response here. 

  As advised, please direct your responses to your active support case 22979146 and provide us the complete details, including screenshots, of the information we were asking for. 

  We are waiting for your email response. 

  Thank you, 
  Coinbase Support

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23184976
  
  I am rejecting this response because: this company does not tell the truth.And I have proof. I keep locking out my account and I have proof. It's okay because i've already stopped payment on my debit cards and was issued new debit cards and i've already gotten my money back through dispute from the banks. I am also joining in on a class action lawsuit against coinbase
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/20/2025

  Hi ******, 

  Sorry to hear about all these. 

  We've carefully reviewed your issue and explored all available support options to help you resolve it. We have attempted to ask more information from you including screenshots and transaction hashes of the alleged unauthorized transactions, but we have not received any, thus we are unable to offer further assistance beyond what has been provided. Any further inquiries related to this issue will not receive a response. If you have any questions unrelated to this issue, please open a new case via our chat support. 

  Thanks, 
  Coinbase Support

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23184976
  
  I am rejecting this response because: it's now in the hands of the federal courts with over 300 people joining in
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/09/2025

  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.

  I signed up for COINBASE because they marketed i will be given a spin the wheel reward which could be 1-200$ worth of crypto, right after i do these steps: download the app: open account-deposit 10$- buy any crypto. I bought 15$ crypto and was going to buy 3000$ in 2 weeks.After few days i contacted customer support and the representative told me everything correct you should get it in 2 days.Then i called back 7+ days after as it still wasnt there today and the girl couldnt figure out and then she sent me a link to upload my id and selfie and said it will come.After several attempts from her and been on call with me for an hour she said she will put me on call with a senior and put me on hold.But instead of that as the senior probably couldnt figure kut as the call centre was in ***** the girl came back instead of the senior and said sorry you are mot eligible. Although before she said you did everything right and there calls are recorder for proof.I asked why not she said i cant disclose, then i said ok connect me with someone superior she said we are not ********** basically she couldnt fix it but instead told me this . Otherwise why wouldnt i be told why i am not eligible even after doing every Right and why wouldnt i be allowed to talk to someone else like manager etc.

  Business Response

  Date: 04/10/2025

   

  Hello *********

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