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:04/22/2024

  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 went to send cryptocurrency to another wallet from Coinbase. The funds from that transaction never posted to the blockchain. They are still showing the funds in my account, but it has been six weeks now and Coinbase will not return the funds to me. They will not send them to the requested address, and they are refusing to help replenish the funds that are lost due to their negligence, I want to be clear - this is not due to an error in the address or any other part of the transaction. They admitted that this is an internal error, but they refused to replace my funds.

  Business Response

  Date: 04/30/2024

  Hi *******,
  
  Thank you for your patience with this issue. We've escalated it to the relevant team, who has located your support ticket #********. They are currently working towards a resolution. Please keep an eye out for their email, and have a great day.
  
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21609097
  
  I am rejecting this response because theyve been claiming that they have a team dedicated to returning my funds for 8 weeks now. What they need to do is  provide me the funds in another currency or the same, but make it available. 

  
  I was very patient in the beginning but now the only thing that will satisfy this complaint is the return of my funds and compensation for any lost gains during the time I had no control over my investmenr. 

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

  Business Response

  Date: 05/03/2024

  Hi *******,

  We appreciate your response here, and we appreciate your patience so far. Our team is still investigating your issue in case #********. We ask for your continued patience as our team needs some additional time to fully resolve this issue. Please use this email thread moving forward for any questions you may have as this is the most direct way to communicate with our team and resolve this issue. We thank you for your understanding.
  

  Kind Regards,
  Coinbase Support

• Initial Complaint

  Date:04/22/2024

  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 14th I moved funds into the Coinbase ************* Coinbase states it takes 48 for a review of the account before you can access, or move those funds. Its over 2 months later and my account is still under review.I have used the live chat and phone support through the *********** and have yet to receive a direct response to my case. 8 different support tickets and 30+ hours on the phone with their support team who is not able to do anything.Coinbase incentivized users to use the new service by offering $0 transaction fees. Due to the market volatility over the last 2 months I have been really stressed over the funds that are in there.I have attached one of many emails from them with one of many support cases

  Business Response

  Date: 04/30/2024

  Hi *******,
  
  We thank you for following up with us here, we are very sorry to hear of your frustrating experience. We have reached out to you in a new case, #********. Please locate this message with more information regarding your issue and respond directly in the thread if you have any other questions for our team. We thank you for your understanding.
  
  Kind Regards,
  Coinbase Support
  
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21608687
  
  I am rejecting this response because: I have already received numerous responses from Coinbase saying the exact same thing. Nothing has actually been resolved yet. Communication is opened up, but still not resolution.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2024

  Hi *******,

  Our team is still actively investigating your issue in case #********. We ask that you please use this thread to communicate with our team and direct any questions you may have in the email thread going forward. Please note that this will be the fastest and most direct way to resolve your issue. We thank you for understanding. 
  
  Kind Regards,
  Coinbase Support

• Initial Complaint

  Date:04/22/2024

  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.

  My account was suspended, which is fine. I cannot withdrawal my funds to another wallet. I have called multiple times and they said it has been escalated to their higher support team. This has been an ongoing problem and nothing has changed.

  Business Response

  Date: 04/30/2024

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

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21608683
  
  I am rejecting this response because:

   

  Email states: Following our recent conversation, we need a specific document from you to continue. To ensure the confidentiality and security of your information, we have established a secure portal through SendSafely.

  It has not been stated what document needs to be uploaded. 
  

  waiting on response from business.

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

  Business Response

  Date: 05/03/2024

  Hi *****,

  We appreciate your follow up here. In the previous message from our team in your case #********, our team shared that we no longer required the documentation as we were able to temporarily lift the restrictions on your account for you to access your funds. We saw that you have moved your funds and can confirm that your issue has been resolved. We thank you for understanding.
  
  Kind Regards,
  Coinbase Support 

• Initial Complaint

  Date:04/22/2024

  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.

  My Coinbase account was put under review since 02/11/2024. It was stated that the process would take only a few days but my account has been unjustly locked ever since. I contacted customer service through online chat after waiting for two weeks and the representative opened a case to accelerate the process. The case number is ********. I followed the instruction to upload my valid state-issued ID and also verified my personal infomation as well as the source of my funds. Coinbase, please do not ask me to upload my info again becasue you already have it, check the info I uploaded through case ********. The case was closed without any further communication on 03/04. And I have not heard anything from Coinbase since then. I recently checked again with Coinbase customer service and found myself kicked out of the service section as soon as I clicked in, which means I cannot even contact their customer service. I have mostly cash parked in my account and used it primarily like a savings account, but now I cannot even withdraw my fund for no justified reason. And this lack of communication resembles the fraudulent practices in the crypto space. After searching online, I found my situation was not a singular incident of this kind. I hope Coinbase could reconsider their method of handling account verification and the so-called "review."

  Business Response

  Date: 04/30/2024

  Hello ***,
  
  Thank you for reaching out to us here. We have reached out to you in case #******** with more details regarding your account restriction. Please locate this email thread and respond directly in the email if you have any other questions for our team.
  
  Kind Regards,
  Coinbase Support

  Customer Answer

  Date: 05/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** contacted me through their customer service after receiving the complain from BBB and then verified my account two days later. Now I have regain access to my account and there is no more restriction. I find that this resolution is satisfactory to me. I appreciate the help from BBB! I'm also pleased with Coinbase's prompt action. My trust in the business has been restored.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/22/2024

  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 am trying to withdraw my money and I am unable to get any help online or calling

  Business Response

  Date: 04/30/2024

  Hello *****,

  Thank you for your patience while we looked into your BBB complaint. 

  We understand that you are experiencing issues withdrawing funds 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.
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21608051
  
  I am rejecting this response because:I was able to withdraw my funds without any help from Coinbase
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2024

  Hello *****,

  Thank you for your patience while we looked into your BBB complaint.

  It appears that our team did not receive sufficient information to provide enough support. 

  However, it is good news that you were able to resolve this on your own. We will make sure to put a note on your pending support case 19206142 to let the team know that you no longer need assistance. 

  If you have other concerns not related to this issue, feel free to open another support ticket with us again and we will be glad to assist.

  Regards,

  Coinbase Support

• Initial Complaint

  Date:04/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1st and March 5th I purchased approximately $17,500 of crypto currency though the Coinbase Marketplace. I have been unable to move these coins into my crypto wallet as Coinbase has put a two month hold on my account without explanation. I have only been able to reach Coinbase first tier support by phone after significant waits to learn why and how to have this removed. They claim to have escalated the issue and were unable to give details as to the reason nor provide a timeline when I might hear back. I did receive one update by email over a week after my inquiry that was completely unhelpful. I clarified my concern and two weeks later and still not heard back. I need help with a timely resolution to my request as my coin is otherwise vulnerable to being lost with no recourse while outside a wallet.

  Business Response

  Date: 04/30/2024

  Hi *****,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that you have issues with sending out of 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.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21605636
  
  I am rejecting this response because: Coinbase Support did reach out to me shortly after my BBB complaint, asking a list of questions about my use of their services. They stated, however, they can give me no timeline as to when the hold on my account would be released or when I would hear from them next.
  

  In short, I sense the team there is clear on my concern (thank you for inspiring them to reply to me finally!), however they gave me little hope of resolution of they holding $17,000 of my money/coin with no recourse to gain access. Is it possible to leave this complaint open until they provide resolution or a communicated timeline to resolve?

  Thank you so much for the help!!

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

  Business Response

  Date: 05/01/2024

  Hi *****,

  We appreciate your patience as we continuously look into this for you.

  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.

  Kind Regards,

  Coinbase Support

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as their claim is correct I will have access to my coin/money after May 7th, I accept their update.

  Thanks so much for the help!!
  
  ***********************

• Initial Complaint

  Date:04/21/2024

  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.

  September, coinbase wallet, used a platform accepted on their platform called capital group to trade ether usd and buy sell ethereum, tried to withdraw my funds and couldnt, tried contacting customer service about it and kept getting a bunch of excuses of how or why I couldnt, then they threatened me of money laundering and that they would freeze my account if I didnt deposit another 25% of my balance which was at the time 240k, 150k of deposited money and the rest profit, I couldnt withdraw anything, they never did freeze my account, however I now cannot access the capital group platform and have no idea where my money went and where it is being held. It was through coinbase and coinbase wallet. I have my url to transfer through the systems, but cant and again my money is no where to be viewed. Coinbase said they arent helping and not giving me any money etc. Its clearly a scam or fraudulent situation and I want my money back. I have filed claims with the **** my local police, sec, and a few other sites trying to look into this and seek help, but have not heard back. I am now reaching out to you for help or directions on how best to proceed. I really need help here to seek assistance with my money. Capital groups url on coinbase wallet is ******************************* was a person I was in contact with helping make the trades and her name is ****. Her cell number is or was *****************. Her WhatsApp is *************. Her responses were also getting or got to the point where they were very similar to identical as what I was being told by customer services and then she cut ties to responding to me as well. Ultimately I just want my money back even just the initial deposits I transferred to my coinbase account. They should have been transferable in and out but havent been and now arent visible so I have no idea whats going on or where it is to get back.

  Business Response

  Date: 04/30/2024

  Hi *******,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that you have issues with a 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.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21605267
  
  I am rejecting this response because: they are not helping at all. Theyre the ones that moved the money or transferred it somewhere else and have my money somewhere inaccessible to me and they need to be held responsible for their actions on their platform. 
  

  also contact the person I submitted the contact info for originally. She might be the person that moved the money or took the money. 
  

  I have filed a case with the *** already months ago. 
  

  coinbase is just replying with an automated message and basic information to protect myself. 
  

  I am concerned for my missing or stolen $150k they transferred somewhere and not visible on my account. Its all been through their platform so they need to be held responsible for my money and pay me back. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/01/2024

  Hi *******,

  We appreciate your patience as we continuously work on this for you.

  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.

  Customer Answer

  Date: 05/01/2024

  BBB
  Complaint: 21605267
  
  I am rejecting this response because:
  

  bbb, again, the money was transferred out of my account somewhere on ********************** and thats what I dont know or see  I have no idea where my money just all of a sudden disappeared from  coinbase looks to have moved it to an unknown location on my account  

   

  I would suggest bbb to try and contact the person I gave the contact information of and go after her for the funds if she is the one that did something with my money  maybe shes the one linked through coinbase that took my money  I never gave anyone my account info, but yet ********************** and this girl did something in which case my money was compromised and taken from my account. I wanted to move the money back to my bank account and noticed I have no access to do so and now cant see my funds on my account. Someone systematically took my money and stole it by the looks of it. I dont know where it went and would like my funds recovered  

   

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

  Business Response

  Date: 05/03/2024

  Hi *******,
  
  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 fulfill your request of a refund at this time. We are unable to provide any additional details on this.
  
  We are not able to further assist you with this issue and will be closing this case. If you have any questions unrelated to this issue, please open a new case via our chat support.
  
  Thank you,
  Coinbase Support

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21605267
  
  I am rejecting this response because:

   

  blockchainbolt is also now looking into it. Apparently theyve dealt with this company and issues from it as well with the url I submitted that coinbase accepts. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/21/2024

  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.

  -Approximately on March 27, 2024 my account has been restricted for review. - I have reloaded all my personal information and re-uploaded my ID just in case and still no luck.- I have called and online chat and there is no one that can help me. They just say your account is in review and you will get an email from the kyc team soon.- I would like to have access to my account again so I can try to regain the $4k I have lost because of this restriction.- The reference # for my case is ********.

  Business Response

  Date: 04/30/2024

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

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21604711
  
  I am rejecting this response because:  The first response I got from the *** (Know Your Customer) team was asking for proof of my income and my net worth, proof of where my funds come from, information about my employment, and that I have accessed my account from another country and why and if I expected to transfer crypto to/from my account to/from anyone in that country.  I provided proof of where my funds come from and proof of my income and my employment information.  Then I told them that I did travel to that country on vacation, and we do travel a lot and I do not expect to transfer crypto to anyone in that country.

  The next reply I got they wanted to know how long I planned on traveling to this country each year.  I replied that it could be 3 weeks to 3 months and we have no idea of what future travel plans are.  I also told them This type of information isn't cause enough to restrict access to my account. Why can't we maintain access to our accounts while they are doing the review? If an account isn't setup properly, I can understand not having access or restricted access. But just to know our personal information about when we travel or our finances should not restrict access. In my opinion they don't need to know anything about my travel plans or my net worth. 

  It has been several days since I provided that information and they are still reviewing my account.  It cannot *********** weeks to review an account and keep people locked out the entire time.  I highly recommend NOT using Coinbase and as soon as I have access again, I will be finding another place to do my business.   
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/07/2024

  Hi *******,
  
  We wanted to follow up and let you know that we are still investigating the compliance restriction you are experiencing. Furthermore, we appreciate the feedback you've provided here. We will reach back out as soon as possible with more information via cases ******** and . 
  
  We appreciate your continued patience and understanding.

• Initial Complaint

  Date:04/21/2024

  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.

  Date of transaction: April 19th 2024 Amount of transaction: $40.31 Type of transaction: Crypto Type of Crypto: Tether Network used: Polygon I mistakenly sent $40.31 of Tether from a wallet I own to my Coinbase wallet using the polygon network which is currently unsupported on Coinbase so although the transaction was successful my money doesnt show up in my Coinbase account, however they do offer a tool to recover funds in situations like this so I tried to use that tool but even though all the parameters needed for the tool to work were correct it wouldnt let me recover the funds. I then messaged support and was told that the funds are unrecoverable. Which I would have accepted since I made the mistake of sending the wrong crypto but only if the $40.31 I sent wasnt transferred out of my wallet into another wallet with the name coinbase3 and then bridged to the correct network into another Coinbase wallet with over $730000 of the type of coin I sent clearly proving that Coinbase is in fact in possession of the $40.31 and that the funds had almost instantly been recovered and then bridged to the correct network before they were put into a Coinbase wallet that isnt mine and the statement that they are unrecoverable is completely inaccurate. When I pointed this out to Coinbase they admitted that they see that the funds were sent from my wallet to a hot wallet that they own but that they are unaware as to how that happened but I believe they know how this happened considering they run their own network nodes and even have something called a mapper that sorts and sends transactions like the one I sent to the correct network before they send it to wallet they are the owner of while telling the actual owner of the funds that they are unrecoverable. Its theft and it needs to be stopped and my money and everyone elses money that was moved and stored by Coinbase after being told that it is unrecoverable needs to be returned to the rightful owner.

  Business Response

  Date: 04/30/2024

  Hi ******,
  
  We hope youre doing well upon receiving our response to your BBB complaint.
  
  We understand that you have issues with funds you sent to your Coinbase 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.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21604270
  
  I am rejecting this response because it isnt even logical. Coinbase states my funds are unrecoverable but unrecoverable would mean that my funds are still sitting where I sent them but that isnt the case. They were moved by Coinbase into a wallet that Coinbase has full control over according to the withdrawal history of that wallet. The claim that Coinbase is unable to send me my money is completely false and thats proven by the images I provided.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2024

  Hi ******,

  We appreciate your response and thank you for your patience as we continuously look into this for you.

  Weve sent you an email containing more information regarding this report through your ongoing support case ********. If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. Thank you.

• Initial Complaint

  Date:04/20/2024

  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.

  On 04/20/2024 I bought 100 dollars worth of bitcoin at a price $64,459.04 with a transaction fee of $3.84USD.Later on the same day I tried to send the bitcoin to another account, but the ********************** app was not allowing me to send it saying that I did not had enough balance. I tried to talk to Coinbase support chat. it was bot loop that did not solved anything. I tried to send the bitcoin again and the app told that I need it to buy more bitcoin to be able to send it. I bought $10 more dollars with a fee of $0.99 . I tried to send $105.61 worth of bitcoin ********** at a price of $64,815.67 with a network fee of $3.89usd. Then later I only received $14.84 worth on the other account ********** bitcoin. I checked the Coinbase app and they took ****** bitcoin worth $90.74 as a transaction fee. I contacted Coinbase support. They told me that I need a screenshot to proved that they did not scammed me.

  Business Response

  Date: 04/29/2024

  Hello ******,
  
  We understand how important this issue is, and we appreciate your patience. We've reached out to you via support case #******** with more information about your issue. Please don't hesitate to contact us through that ticket if you have any further questions.