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:10/25/2023

  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.

  We have a new issue with Coinbase.Coinbase has sent ** emails informing us we need to withdrawal our funds as they can no longer support our account. We currently have funds in our coinbase account but our account is restricted and we're unable to withdrawal them. We have received a few e-mails from coinbase stating the following (example email):Please note that you will be able to access Coinbase.com or the Coinbase app until 31th October ****************************************** your account by such date.Your funds remain secure with us, and you are able to send funds to other crypto wallets or services (subject to standard network and transaction fees), including Coinbase Wallet which you can continue to use.We need coinbase to lift the restriction, close our account and allow us to withdrawal our funds. Previous Case #********

  Business Response

  Date: 10/26/2023

  Thank you for raising this issue with us. We will continue to work with you through your ongoing official complaint case(16781675). Please continue to work with us utilizing your ongoing official complaint and will provide updates by the independent complaints officer.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20779845
  
  16781675 this is not an active ticket. They said they would reply within 15 days but I have not received a reply back. Please resolve this issue so I can withdrawal my funds here. 

  Business Response

  Date: 10/31/2023

  Hello ****,
  
  Thank you for your patience while we reviewed your case #********. Upon review, we have verified that your case was handled in accordance with our policies and the Coinbase User Agreement.
  While we understand this is not the outcome you were hoping for, we are unable to re-open your case or provide a different resolution at this time.
  
  Regards,
  Coinbase Support

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20779845
  
  I am rejecting this response because:

  I am confused here. That ticket wasn't handled. I never received a response back. At this time it appears coinbase has no intentions to resolve this issue just keep my funds, lock me out forever. Please confirm otherwise. 

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

• Initial Complaint

  Date:10/24/2023

  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 purchased $20 of bitcoin on Sunday 10/22/23. I expect that there will be a waiting period for funds to clear, but my funds have cleared. I need to send them to someone, but I can't because Coinbase has a 5 day hold policy on funds through ***. Ridiculous, because the charge has already posted to my bank account so they've been paid. I also work in finance and send ***s regularly, they are as fast as a wire. I talked to customer support that said in order to avoid a hold, I can use a debit card or wire. Except I can't, because my money is already on hold, so I can't use my debit card to buy the funds I need to send while I'm waiting for the *** to process. This is clearly a ploy to hold on to my cash so they can do other things with it in the meantime. This is unacceptable. Customer support also doesn't answer the phone or "have the ability" to transfer me to a manager, so they avoid all accountability or ability to help solve any issue.

  Business Response

  Date: 10/26/2023

  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.

• Initial Complaint

  Date:10/23/2023

  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.

  Had my money stolen out of my account. I called the company as soon as I saw what was happening with enough time for them to reverse the transaction. My customer service representative and the back office team adamantly told me that the transaction had been cancelled while I kept repeating that no my money had been stolen. After being on the phone for an hour and a half, after they realized my money was in fact stolen. They told me they couldn't reimburse my 2k that had been stolen because of the type of account. If they had just listened to what I had to say when I told them my money had been stolen they might have been able to reverse the transaction.

  Business Response

  Date: 10/24/2023

  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: 10/26/2023

   
  Complaint: 20768938
  
  I am rejecting this response because the problem is not just that the completed transaction theft isnt covered by the insurance. The problem is that the transaction was able to be cancelled while it was in progress and when I vehemently tried to get the customer service representative to help me while the transaction was in progress, they wouldnt listen to what I had to say and told me no such thing was happening. I called within plenty of time to reverse the transaction and watched in horror as the order completed after being on the phone for several minutes which is now irreversible. I believe I should be compensated for their incompetence if theyre not going to cover the loss of the theft. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/26/2023

  Hi ********, 

  We've followed-up with you regarding your case(16845584) regarding an unauthorized wallet transaction and compromised seed phrase. As previously mentioned, your transaction was successfully sent out of Coinbase on the blockchain, and due to the irreversible nature of cryptocurrency transactions, we are unable to cancel or reverse this transaction.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20768938
  
  I am rejecting this response because I dont accept theres nothing that can be done and I will not allow this complaint to close until you find some solution for compensation of some sort in regards to my stolen funds. Or until the criminal investigation is finished, either or. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/26/2023

  Thank you for your patience while we reviewed your case, ********. Upon review, we verified that your case was handled per our policies. Coinbase Wallet and Standalone Wallet Extension are user-controlled and non-custodial products, and you can review our Terms of Service here: **********************************************************.
  
  While we understand this is not the outcome you were hoping for, we are unable to re-open your case or provide a different resolution at this time.

• Initial Complaint

  Date:10/22/2023

  Type:Sales and Advertising 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 recently received an email stating I would lose my account unless I verified through an email. I reset my password and then I have to input a number sent to an old phone number I havent had in years. When I try and contact the company about this there is no way to get help without logging into the account first which I cannot do. Automated customer service numbers only hang up on me after not finding any of my information. I did the verification process and my picture on my drivers license was taken when I was *******. Did not work for me.

  Business Response

  Date: 10/24/2023

  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.

• Initial Complaint

  Date:10/20/2023

  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 is restricted without notifying and telling me a reason why. I am trying to withdrawal money and close my account; however due to the restrictions placed on my account, I am not able to. I have been calling costumer service and no one answers. In addition, the help center and the chat box provided advice is irrelevant to my issue.

  Business Response

  Date: 10/21/2023

  Hi ********,
  
  We understand how important it is for you to access your account and withdraw your funds. 
  
  We've reached out to you via email through support case #********. Please don't hesitate to reach out to us by replying to that email if you have questions.
  
  Regards,
  Coinbase Support

• Initial Complaint

  Date:10/19/2023

  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 am not able to verify my ID using a passport, and am being threatened my account will be closed by the end of the month if I do not verify my ID. It is impossible for me to speak to a human being to explain the problem.

  Business Response

  Date: 10/19/2023

  Hi ****,
  
  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 the same email thread. 

  Thank you.

• Initial Complaint

  Date:10/18/2023

  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.

  Hello,This is an ongoing issue of a while now.Case number(s): ******** ******** ******** ******** My account does not let me add funds or withdraw or trade.It has been restricted for more than a month. I have been a customer For about 8 years.I submitted ALL the requested documents NUMEROUS times, via the upload links I received form Coinbase.I also verified my identity (multiple times) on the website with drivers license and picture.I called in about 10 times, each time put on hold for several minutes, and NOTHING changes afterwards eve though I was promised many time the issue will be resolved. The last person I called hung up on me when I demanded to provide a resolution and to speak to a supervisor. The next steps will be as such:1. I will submit a notarized Affidavit of Facts Followed by 2. A schedule of fees and Opportunity To Cure, in Affidavit form.3. If this is not resolved, I am prepared to take this to court and let the judge resolve this.Im not happy one bit from this. I need resolution today. Someone from the higher team can call me and we can go over it, since the customer service personal is NOT equipped to deal with this nor to provide any resolve to the situation. My balance there is currently over $21800 Please let me take out my money and be done with this service. This has been one h*** of an unprofessional saga, and I need to close my account and pull out my BTC.

  Business Response

  Date: 10/18/2023

  Hello ******,

  Thank you for reaching out about your account restrictions. We have reached out on support case 16811087 to inform you that your account restrictions have been resolved. 

  Thank you for your time in pursuing your concern with Coinbase. 

   

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/18/2023

  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.

  Invested in LOOM crypto on their website. When I attempted to sell it the website said it was no longer supported by Coinbase and I had to transfer it to Coinbase Wallet. When I attempted to do that **** did not appear in the wallet. I called their support desk a nd they told me I had to open an account on another Crypto exchange and transfer it to that account however there is no exchange that supports LOOM in NY. So now Coinbase has my money and I can't do anything with it.

  Business Response

  Date: 10/18/2023

  Hello ******, 

  Thanking for reaching out about LOOM. We have reached out on support case 16803849 to provide the most accurate and up-to-date information regarding your case. Please refer there at your earliest convenience. 

  When an asset is delisted, we will remove the option for trading the asset. If you wish to keep the asset, you will need to send it off the Coinbase platform to a self-custody wallet or another platform where the asset is supported.
  
  For all the up-to-date information on asset listings and delistings on Coinbase, you can follow us on ******** @CoinbaseAssets

  Kind Regards,

  Coinbase Support

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20745342
  
  I am rejecting this response because: Coinbase is telling me to do the same thing their support desk has told me several times and the same thing is response to my BBB complaint. As I told them several times I cannot access LOOM on any platform or wallet in ********.

  This is my response to Coinbase.

  "Thank you for your prompt response to my BBB complaint however as I stated in my original complaint there is no platform, wallet or website I can use in ************** that supports LOOM. I even tried Coinbase Wallet as your website suggest and LOOM does not appear nor could I transfer it from my account to ********************** wallet. **** does appear in my Coinbase account as an asset so I would assume that Coinbase has my money. Since my first attempt at withdrawing, the value of my LOOM asset has decreased by over 70 percent. I would like to resolve this issue before the value decreases any further. There has to be a way to resolve this issue without me having to take any further action.
  
  Thank you."
  
  
  
  
  

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

  Business Response

  Date: 10/19/2023

  Hello ******,

  Thank you for your response regarding the delisted asset LOOM. Coinbase announced in early March that this asset, along with others, would be delisted. 

  We have reached out on support case 16803849 to provide clarifying information regarding your asset. While these wallets are still available for send / receive transactions, they may not appear near the top of your Asset pages as they previously did.
  
  For Coinbase.com / mobile - you can view these wallets by navigating to the bottom of the Assets page, search for the wallet via Trade, or select the wallet via the send / receive or deposit / withdraw flow.

  For more information on how to send or receive cryptocurrency. For both web and mobile instructions, please see this help center article: *********************************************************************************************************************************************************

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20745342
  
  I am rejecting this response because: I transferred some funds to Coinbase wallet and still cannot swap to another crypto or USD. Probably because of ******** restrictions. So now my money sits in my coinbase account and I can't do anything with it. Very disappointing and frustrating. Someone has my money and there has got to be a way to receive it.

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

  Business Response

  Date: 10/19/2023

  Hi ******, 

  Thanks for your response here. We understand how important being able to trade your LOOM is, and we're here to explain things further.

  Kindly be advised that swapping is also not possible for an unsupported asset on Coinbase and Coinbase Wallet. We communicated to you the steps on how you can send an asset off of your Coinbase Wallet account via email through support case 16803849. 

  Please reply to us via email should you still have other questions, and we'd be glad to assist. 

  Regards,
  Coinbase Support

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20745342
  
  I am rejecting this response because:
  They keep telling me to send my loom crypto to another platform or wallet. That is not the problem. The problem is there is no crypto platform or wallet that supports LOOM that I can use in ********. So again, how do I get my money?
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/24/2023

  Hi ******,
  
  We wanted to share our response we sent via email on case, ********. We genuinely empathize with the frustration you're experiencing due to the challenges with the **** asset. At Coinbase, we maintain strict asset listing standards, and regrettably, **** no longer meets these standards and has been delisted from our platform.
  
  When an asset is delisted, it's no longer available for trading on our platform. If you wish to retain the asset, it must be transferred to a self-custody wallet or another platform where it is supported. We understand that finding a platform supporting **** in ************** has been challenging for you. While we don't have control over the specific regulations and restrictions in different states, we want to assure you that we understand your predicament.
  
  It's important to note that Coinbase Wallet is a user-controlled, non-custodial product. This means that Coinbase cannot recover any unsupported cryptocurrency sent to the Coinbase Wallet. You can verify whether a cryptocurrency is supported on Coinbase Wallet by clicking Receive and searching for the currency. If it's not supported, you will see No Results.
  
  We are grateful for your patience and understanding throughout this process. We have thoroughly reviewed your case and found that it was handled according to our policies and the Coinbase User Agreement. We understand that this may not be the outcome you were hoping for, and unfortunately, we are unable to provide a different resolution.

  Regards,

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20745342
  
  I am rejecting this response because:
  Although I appreciate their response to my complaint it does not solve my problem. Im stuck with LOOM and have no way to get my money.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/15/2023

  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.

  purchased crypto through their wallet app, which crashed twice. I never received the fund to my wallet. The first help I received said they would refund the purchases as I provided screenshot proof that my wallet transactions did not match their records. After a week I followed up and they then asked for clearer pictures. Then they disconnected me. I tried again, this time they refused to acknowledge any previous conversations and locked my out of my account -- requesting ID varication proof. I've been locked out for more than 24hrs and have nothing resolved. Their app glitched and they will not refund. Locking me out of my account when trying to resolve their error has cause severe distress.

  Business Response

  Date: 10/16/2023

  Hello *******, 

  Thank you for reaching out reaching your ETH purchases. We have reached out on support case 16787238 with more information regarding your case. Please refer there for the most up-to-date information. 

  For more information on how to check your Coinbase transactions: **********************************************************************************************************************************

  Kind Regards,

  Coinbase Support

• Initial Complaint

  Date:10/13/2023

  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 have tryed for 4 weeks to buy bit coin in coinbase and send it to a trading platform.all I get is verification of ID, I have done this 4 times and the help desk just wants me to do it again. They are unable to resolve the issue I have talked to them a number of times including to day. I just want my *** transferred ,but they will not accept my I D verification.

  Business Response

  Date: 10/13/2023

  Hi *****,

  Thank you for your patience as we looked into your concern.

  We've responded to your ongoing support case #******** in regards to the verification issues on your account.

  Please feel free to reply on the email thread if you have any other questions or concerns.

  Best regards,

  Coinbase Support