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Business Profile

Financial Services

Coinbase, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:

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

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

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

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

Complaints

Customer Complaints Summary

  • 3,009 total complaints in the last 3 years.
  • 1,269 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, A business sent me $210.00 Litecoin (LTC) cryptocurrency instead of Bitcoin (BTC) cryptocurrency to a bitcoin address held by Coinbase.The coins sent did not reach my Coinbase account however transaction shows confirmed by both the business and Coinbase(spoke to them by phone) This $210 is being held by Coinbase because they are the only ones with that specific address, nobody else has the address they gave me.Saying the funds are "lost" is completely untrue. I know Coinbase 100% has my cryptocurrency regardless, there is nobody else. I plan on moving forward and thanks for taking the time to read. Thanks for reading.....****

    Business Response

    Date: 02/12/2024

    Hi ****,

    We hope youre doing well upon receiving our response to your BBB complaint.

    We understand that youre looking for your missing funds. 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: 02/13/2024

     
    Complaint: 21253788

    I am rejecting this response because both the sender and Coinbase deny fault. I will be filing a lawsuit against Coinbase and the original sender for the amount of $210 (5 LTC) plus any other fees spent. I have informed both parties as of 2/13/2024 that I will be moving forward next week with filing a court case in Franklin County ****.  I will allow a Magistrate to decide who is at fault and recover my legally owned funds.

    Sincerely,

       ****

     

    - Thank you to the BBB for your time and trying to resolve the issue

    Business Response

    Date: 02/16/2024

    Hello ****,

    Thank you for your response. After careful consideration, we have determined that your case was handled in accordance with our policies and the Coinbase User Agreement.

    We understand that this may not be the outcome you were hoping for, but we are unable to re-open your case or provide a different resolution at this time. As a result, Coinbase now considers your complaint closed.

    Thank you for your time and attention in pursuing this issue with Coinbase.

    If you have any additional questions please feel free to contact us through our help center at: *****************************************************

  • Initial Complaint

    Date:02/06/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Coinbase i am using to buy and sell crypto. I funded my account from my savings. Now since around last 7 days they locked my account for any action saying it is under review. They are not giving any estimate on fixing this. My money is stuck there and need correction ASAP.

    Business Response

    Date: 02/12/2024

    Hi ******,

    We hope youre doing well upon receiving our response to your BBB complaint.

    We understand that youre unable to access 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:02/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I deposited $35,000 in USD onto Coinbase on (Jan 22nd ****) where my accounts were locked and restricted. It states to contact Coinbase support however they have not been able to help me or provide any information on why my account is restricted. I have not been given a chance to provide any documentation to where the money comes from or is going to.I am unable to withdraw even back to my bank account so they have stolen $35,000 from me.

    Business Response

    Date: 02/12/2024

    Hi *********,

    We hope youre doing well upon receiving our response to your BBB complaint.

    We understand that youre unable to complete some transactions before of the restrictions on 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:02/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Coinbase does not provide an efficient method to reset my password. Their app holds my funds. I am not able to access those funds now due to their lack of ability for me to update my old cellphone number. Their method has me waiting 2 days to access funds. This can cause me to miss out on market conditions. This is a liability.

    Business Response

    Date: 02/12/2024

    Hi *****,

    We hope youre doing well upon receiving our response to your BBB complaint.

    We understand that youre unable to access your account because of password and 2FA issues. 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: 02/12/2024

     
    Complaint: 21248255

    I am rejecting this response because: the business refuses to close out the account and send owed funds to the address on file. They closed the conversation when I asked then to close the account. 

    Sincerely,

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

    Business Response

    Date: 02/13/2024

    Hi *****, 

    We've carefully reviewed your issue and explored all available support options to help you resolve it. We have provided all the relevant information or instructions to resolve your issue and 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.

    Sincerely, 
    Coinbase Support

    Customer Answer

    Date: 02/14/2024

     
    Complaint: 21248255

    I am rejecting this response because:the business continues to refuse to close my account and send me my funds. 

    Sincerely,

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

  • Initial Complaint

    Date:02/05/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello - My account at ********************** has been restricted for over two months after a few basic transactions of adding funds from a single bank account. The account has since been restricted from adding new funds or transferring my crypto out for over two months. My issue has NOT been resolved after multiple (8) attempts to contact Coinbase. I keep running into the same issue with Coinbase. My account was restricted after I had transferred $1k to my Coinbase Wallet in November 2023 and I since cannot ACH funds into my account, transfer crypto, or withdraw my funds. I keep getting asked to verify my identity, which I have done multiple (6) times by providing them with my driver license multiple times, sending you my utility bill (4) times, taking a selfie (3) times, and entering PINs that were sent to my email and phone. I am not able to properly operate my account on ********************** and every single representative ASSURES me that the issue has been resolved and ends the chat without a proper resolution. It's been over two months and there is no timeline to a resolution after multiple attempts. This is unacceptable. They are holding my funds hostage and I cannot transfer them nor add more funds for that matter. I am told that I can sell my funds and transfer the cash out, but I would need to incur substantial transaction fees to sell at Coinbase and would need to pay these fees again at another platform to buy these positions. This is absurd. I keep reaching out to them about this and I am being told that the account is under review and that they do not have an ETA. Feel free to reference ticket number ******** when reaching out to them.*******,*****

    Business Response

    Date: 02/12/2024

    Hi *****,

    We hope youre doing well upon receiving our response to your BBB complaint.

    We understand that there are some functions in your account that are currently restricted. 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:02/05/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Coinbase customer service is more like a high school bully. They do what they want with your accounts and if you try to post true opinions about their horrible service they still your crypto. they're still your crypto wallets too. The years owning a coinbase account I would not get help from customer service I would always ask for a manager. I would never be able to speak with a manager about anything. Not about a coinbase staff being rude or to problems with my account. first, they took my wallet! your keys your wallet that's a lie they took my wallet and then they destroyed my wallet and took my money out of it because they felt they had the right to do that not Discussing anything with me just making fun of Me. Coinbase staff would answer my questions with questions not taking any of my evidence and giving me the run around. They destroyed my wallet by linking my two coinbase wallets together and when I took out Bitcoin from one of my wallets it would drain from both wallets until I have none. When I had called in for help about my well it's the captain encouraging me to just delete the app and reinstall that delete the app and reinstall the app and that's all they would say and why I found out because I broke my phone and had to get it replaced when you do that the wallet disappeared but I have a copy of it on my laptop it did put it on there before they could do anything with it so that why is on my laptop but it is drained of any crypto on it but I do have a screen Snapchats I sent to you. I just recently tried to pull my money out of coinbase but I could not do it. they had blocked the last transaction and then sent me an email saying that I had fees and other stuff I need to pay they were trying to recover money from for me. All that for a bad review I gave them. they asked me how are they doing on their job and I told them the truth basically that you know they're bunch of kids and your keys your wallet is lying! they will steal your money. I have proof to back up all my claims I have proof of emails I don't have proof of their conversations with me because I could never get all of them because they don't let you record that they don't send you emails, they're not transparent they are the worst customer service in the world. I did not know a business could conduct business like this. Please help me. Thank you

    Business Response

    Date: 02/12/2024

    Hi *******,

    Thanks for reporting this to us. We've sent you an email through support case #********. 

    Coinbase Wallet is a self-custody wallet that gives you complete control of your crypto. This means that the private keys (that represent ownership of the cryptocurrency) for your Wallet are stored directly on your mobile device and not with a centralized exchange like Coinbase.com. 

    We've carefully reviewed your issue and explored all available support options to help you resolve it. We have provided all the relevant information or instructions to resolve your issue and 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.

    Regards,
    Coinbase Support

    Customer Answer

    Date: 02/14/2024

     
    Complaint: 21246682

    I am rejecting this response because:  Mcdick19cb.id my wallet is gone. I try to add it to my phone and nothing works. When I could not spend my bitcoin in my wallets I contacted customers service and you would not answer my questions you would answer questions with questions.  I have rhe email's every time you would say to delete rhe app  *** reinstall it.  Why? Will my phone had broken. I had no chose but to wipe rhe phone. That is when I found our that my wallet recovery phrase did not work it said well it does not exist how's that possible I didn't spell it wrong answer exactly how it should be word for word and it doesn't exist why?

    Sincerely,

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

    Business Response

    Date: 02/17/2024

    Hi *******,

    After reviewing your support case, we have identified that we are not able to provide you with any further assistance at this time. We have exhausted our internal resources and provided you with the most accurate and up-to-date information available.

    As shared, Coinbase Wallet is a self-custody wallet that gives you complete control of your crypto. This means that the private keys (that represent ownership of the cryptocurrency) for your Wallet are stored directly on your mobile device and not with a centralized exchange like Coinbase.com.

    As a result, these wallets are managed and controlled solely by our customers. Coinbase is unable to access these wallets at any given time or provide details about how unauthorized transactions take place.

    We are not able to further assist you with this specific issue and will be closing this case. If you have any questions unrelated to this issue, please open a new support case through our **** center: *****************************************************

    Kind Regards,
    Coinbase Support

    Customer Answer

    Date: 02/20/2024

     
    Complaint: 21246682

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:02/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    WARPCAST/FARCASTER COINBASE WALLET SCAM ALERT! On 01 January ****, I used the Coinbase ****** mobile app (a product of Coinbase) to complete several "learning quests" that the company promises will result in varying amounts of payment "rewards," that come in the form of different cryptocurrencies. The first two quests were mediocre (for reasons that are beyond the scope of this commentary), but I at least got the promised reward. The third quest, however, cost (the equivalent of) $5 USD to complete, and upon completion, I was supposed to receive the equivalent of $12 USD. It was a very confusing task, and I was completely scammed. I completed all the necessary steps, I have proof, but I was never paid out. I had to go off-site to a separate app to complete the quest, and I was told I could use certain cryptocurrencies on particular networks that weren't there when it came time to pay. I paid via my Coinbase assets after having to transfer funds around several times because of the network confusion. After I had finished everything, I received an email from Farcaster/Warpcast saying I completed the quest, and would only be rewarded if I paid via Coinbase ******... this wasn't mentioned or highlighted at all previously in any instruction in either app or any of the emails I received along the way. I paid with Coinbase though, so if they're not giving me the reward because I didn't pay with the Coinbase ****** app (even though my funds in Coinbase are technically in a Coinbase ******) - it was an obvious fault on their end for not providing better instruction, or just a flat out scam. I have reached out to customer service 4 or 5 times, to receive the same robotic, unhelpful answer every time... "your reward will show in 48 hours." Incredibly frustrating. And now they've drastically reduced the reward amount from $12 USD to $5 USD. You have to pay $5 USD plus "gas fees" to even do the quest, yielding no profit! Others on Reddit have made similar complaints. SCAM!

    Business Response

    Date: 02/10/2024

    Hi *********,

    We appreciate you sharing this with us. We have reached out to you in case #******** to continue communication while we look into your request. Please locate this message, and respond in the thread if you have any other questions. We thank you for understanding.

    Thank you,
    Coinbase Support

    Customer Answer

    Date: 02/16/2024

     
    Complaint: 21245799

    I am rejecting this response because:

    As I originally noted in my complaint, I have contacted support multiple times regarding my issue, and each time the problem I was have was acknowledged, and I was told multiple times to expect payment in 48 hours. I have given evidence of my situation probably five or six times now- why does Coinbase not save support logs/communicatuon to prevent a customer from having to repeat their issue over and over? When the company contacted me, I yet again sent proof. I wanted to wait to respond to BBB until CB had a chance to fix the issue, which was frustrating because of how much time they take in between each message. Youd think they would arrange a phone call. Anyway they ended up sending a short message saying their team looked into it and said I had received my award and basically they were gas lighting me  they provided zero proof of their claim. I messaged back with even more evidence that they are incorrect and asked for proof, in case I made a mistake, and I asked a few specific questions that would clear things up.  When they replied their message was yet again short, contained no answer to my questions, no proof of their claims. I have traded and bought a lot of crypto on their site in the past couple of months, but I am obviously not valued as a customer. This is extremely disappointing  


    Sincerely,

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

    Business Response

    Date: 02/17/2024

    Hi *********,

    We're sorry to hear that your issue still hasn't been resolved. It looks like our team messaged you in case #******** to continue investigating and they are still waiting on your response. Can you please locate this message and respond to the team's request so that we can move forward with your case? Thank you for understanding. 

    Kind Regards, 
    Coinbase Support

  • Initial Complaint

    Date:02/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a deposit sent to my Coinbase account as a reversal (originally sent to Lbank exchange, they were doing maintenance so they sent it back). Coinbase received the deposit, but did not credit my account. They have kept it now for 10 days (since January 25) with no reason as to why I am no being credited. This is outright robbery and I am being told by their customer support they are working on it. Everything is on the blockchain in plain sight, I have no where to else to turn to. $8172 USD is the amount, my lifes savings up to this point being held without explanation. My case # was ********, I received an email today telling me case is closed. If anyone from Coinbase is reading this please pleas PLEASE help me get my money back

    Business Response

    Date: 02/10/2024

    Hi ***,

    We appreciate you sharing this with us. We have reached out to you in case #******** to continue communication while we investigate. Please locate this message, and respond in the thread if you have any other questions.

    Thank you,
    Coinbase Support

  • Initial Complaint

    Date:02/03/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    signed up for Coinbase a few years ago and bought some coins through the Coinbase app. However, last year, I changed my legal first name and also updated my name on Coinbase. Since then, I haven't been involved in any coin transactions, so I kind of forgot about it. I also changed my phone number. When I tried to open the app on January 31, ****, and resume coin trading, it asked me to go through identity verification and selfie verification due to the changed phone number. After completing the verification successfully, it still prevented me from trading coins. I've had multiple chats with customer support, but they keep asking me to do the verification again, and I've done it more than ten times. Even when I tried to verify with my previous name, it didn't work. I have coins that I bought before, and I want to continue trading coins in the future. What should I do? Coinbase asks for ID verification when signing up, but even if I do it, it doesn't work. My coinbase id is ******************** My current legal first name is *****. My old legal first name was ******. Please let me use coinbase app.

    Business Response

    Date: 02/10/2024

    Hello *****,

    Thank you for reaching out to us here. We have reached out to you in case #******** with more information on next steps. Please locate this message and respond to the thread if you have any questions. We thank you for understanding.

    Kind Regards,
    Coinbase Support

  • Initial Complaint

    Date:02/02/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $29.99 for CoinbaseOne where they promise superior customer service and no fees. Since I didn't receive superior customer service and there were fees along with the app charging my wrong account (customer service provided 0 assistance), I requested cancellation of my coinbase One benefits. After cancellation, the refused to refund me the fee I paid and they also discontinued my coinbase one benefits 2 weeks before they were set to expire. I told them either refund me OR just continue the coinbase ones until expiration and they refused. Absolute trash company and I really don't understand how the gov allows them to operate in *******.

    Business Response

    Date: 02/10/2024

    Hi *******,

    Thank you for reaching out to us here. We have reached out to you in your case ******** with more information. Please use this email thread to communicate with our team as this is the fastest way to resolve your issue. Thank you for understanding. 

    Thank you,
    Coinbase Support

Coinbase, Inc is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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