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:03/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a Counbase account on January ********* at which time Coinbase placed a restriction on my account and it has been on there since then. I am unable to transfer any of my cryptocurrencies and I have contacted customer support multiple times with no resolution. Coinbase states that there was suspicious activity in my account which is not true as they have not allowed me to do anything but purchase cryptocurrency. I am unable to do any of the simplest tasks provided by the exchange like transferring my cryptocurrency to a storage wallet. Coinbase customer service has requested multiple times for me to fill out a survey which I have done and they still will not release my cryptocurrency. They are in a sense holding my currencies hostage.

  Business Response

  Date: 03/18/2025

  Hello ******, thank you for reaching out to us through Better Business Bureau about your concerns regarding the restrictions on your Coinbase account. 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.
  
  

  Customer Answer

  Date: 03/18/2025

  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:03/17/2025

  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.

  March 11th for transaction date . The company had a free trial I used but canceled thw subscription and didn't add the auto pay they were still able to charge me . I asked for a refund and they told me that I basically couldn't have one back because the money never came to them but I have a record of the money leaving my account and me getting a overdraft fee because of that. I would just like my money back if possible I asked nicely and provided proof to them but they still said they never got the money even with the proof

  Business Response

  Date: 03/17/2025

  Hello, ******. Thank you for taking the time to reach out to us through the Better Business Bureau regarding your Coinbase One subscription fee. We have provided an update via support case ********. Please refer to the ongoing support ticket at your earliest convenience for the most accurate and up-to-date information regarding your concern.
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23076312
  
  I am rejecting this response because: ** bank themselves had to fix the problem for me as you can see they credited my account for the money ********************** took from the account . As you can see in the screenshot from my bank transactions. I have no reason to lie or defraud any business.  Their claiming they didn't get the money but my bank shows that it was definitely taken and the bank had to correct it because their business wouldn't. As you also see their still saying they never received the money but I have my transactions to show different.  I can not make my own bank transactions appear as they do ,the bank themselves does that for me . I contacted their customer service and that's what they told me that they never got the money.  So why was it taken from my account and it shows it was taken ,if there was no money that left the account? And why did my bank have to be the ones to correct the issue not the company that created the issue?

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

  Business Response

  Date: 03/19/2025

  Hello, ******. Thank you for your time and attention regarding this concern. We have provided an update via support case ********. Please refer to the ongoing support ticket at your earliest convenience for the most accurate and up-to-date information regarding your concern.
  
  

• Initial Complaint

  Date:03/17/2025

  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.

  trying to get infro. for Social Security Admin.,having problems on getting that infro...have not been get contact for over a year, because i invest for long tern..ssi need infro that go for the past 3 years.. my ********** card EXP.09/25 the number on this card is *******************.I been trying,but i can not get infro needed to give ssi admin.ssi took my small check since 2023..i only get little over$800. a month paying insurance on two **** and car note there no more money to take care on other thing, please help me.. need to close out this account

  Business Response

  Date: 03/18/2025

  Hello *******, thank you for reaching out to us about your concerns to gather financial information related to your Coinbase account to meet *** requirements. 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.
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23070456
  
  I am rejecting this response because: did not get the pass 3 years of my activity of my stocks accountst,and update on my accounts...looking to close out account ******** no infro.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/19/2025

  Hello, *******. Thank you for your time and attention regarding this concern. We have provided an update via support case ********. Please refer to the ongoing support ticket at your earliest convenience for the most accurate and up-to-date information regarding your concern.
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23070456
  
  I am rejecting this response because: i"LL STILL DID NOT GET THE ***** NEEDED FOR SSI AMIN.,THERE WAS NO LINK TO GO TO,TO GET THE 3 YEARS BACK ***** SSI WANTED..THEY CAN SENT THE LINK OR MAIL OUT THE *****  AT *****************************************/MY E-MAIL IS *******************************..again thank you for your help
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/21/2025

  Hello, *******. Thank you for your time and attention regarding this matter. We have provided an update via support case ********. May we kindly confirm if you are receiving the emails sent by Coinbase? If so, we kindly ask that you reply directly to the support case email to let us know. We greatly appreciate your cooperation.
  

• Initial Complaint

  Date:03/16/2025

  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 December 9, 2017 I opened an account with **********************. Shortly therafter my phone number changed. On March 4 2025 I purchased $100 worth of bitcoin with Coinbase then on March 12, 2025 I purchased $100 more bitcoin. Then a problem occurred with my email account and it was subsequently closed. This meant that I could not meet the verification requirements to access my Coinbase account. I petitioned ********************** Support for I help accessing my account. I followed the instructions completely. I was asked to create another Coinbase account using the same bank account used in the first account. Then upload a photo ID and selfie.Iwas asked to verify my previous email address. I was told that once I completed these tasks that they would transfer my funds to the new account. However once I completed these task, they told me that they would not contact me by phone and that their support email address was now disabled.I was given another help support email address whixh redirected me back to the support email address that had already been disabled.

  Business Response

  Date: 03/18/2025

  Hi *******,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 22705774 in regards to the access issues in your new Coinbase account.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support
  

• Initial Complaint

  Date:03/16/2025

  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 1/14/2025, I got a pop-up message on my coinbase account informing me that my account has been restricted and I can't send any more crypto payments anywhere. I contacted support immediately to find out what the problem was. After waiting for 3 hours on the chat someone finally talked and told me that this is a regular routine procedure that happens to protect accounts from hacking and potential losses. I explained that I never had an issue before because I don't keep that much money in my account. The **** advised me to verify my account which I did by supplying a copy of my ID and verifying my personal info. The **** told me everything looks good now and the restriction should be removed within 2-3 business days. One week passed by and nothing happened. I contacted coinbase customer service again. After waiting for 2 hours on the chat, someone finally talked to me and gave me the same message and same lame excuses and asked me to do the verification again which I did. I was told again to wait for 2-3 business days for the restriction to be removed. I waited for 2 weeks and nothing happened again. I was frustrated at this point and called coinbase customer service directly and was asked to do the same verification again. After doing it for the 3rd time I was promised the restriction will be removed within 2-3 days and was told my case will be expedited since I been waiting for a while. Now, I have been waiting for over 2 months and nothing has happened yet. The customer service ***** seems to be from overseas with bad English capabilities and given the same words to feed customers and keep them waiting. This is a very sad way for such giant corporations to take all these high fees and disrespect customers like that. How do you expect to run like this and keep growing when you lie and treat long time customers like that. I request the illegal restrictions to be removed of my account or a full refund of all the fees that coinbase charged me for 16 years.

  Business Response

  Date: 03/18/2025

  Hello ****, thank you for reaching out to us through Better Business Bureau about your concerns regarding the restrictions on your Coinbase account. 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.
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23072171
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:03/15/2025

  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.

  Account was blocked. No way to contact customer service. I filed a complaint they said the case was closed and are closing my account. Literally no way to contact the company or get help on this issue

  Business Response

  Date: 03/17/2025

  Hi ****,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 14097829 in regards to the restrictions in your Coinbase account.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support
  

• Initial Complaint

  Date:03/15/2025

  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 the morning of 3/15/25, I requested a withdrawal from Coinbase. I checked their terms and it said that the withdrawal to a verified bank account would usually take a few minutes but could take up to 24 hours. After not receiving the withdrawal with a few hours, I contacted support and was told that I would receive my withdrawal that day. In the afternoon, I contacted support again and was told that the funds wouldn't be available for four more days. I need access to the funds sooner as indicated in both Coinbase's terms and the support agent with whom I interacted hours after initiating the withdrawal. A withdrawal to my debit card, if I can access the funds immediately, would be ideal. Otherwise, a withdrawal to ****** would also be acceptable.

  Business Response

  Date: 03/16/2025

  Hi ****,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 22694047 in regards to the recent cash out in your Coinbase account.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support
  

• Initial Complaint

  Date:03/15/2025

  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 3/1/25 I used my trust wallet to transfer ****** XLM funds to my coinbase exchange account so that I could convert them to another coin. The memo tag did not get included so I was unable to receive the funds. I called Coinbase customer support since that was the recommendation based on others who had faced a similar issue to get it resolved and they were able to pull up my account. The lady named ***** told me she would need a hash key which I provided via the email they sent me with the request and then told me I would need to verify my identity before they could continue. She also mentioned that within 14 days I would be receiving the funds. Fast forward 2 weeks later I called support to inquire about the status of my case and the lady who I spoke with asked for my account details 3 times, each of those times she was unable to pull it up even though I was on my app logged in with no problems and reading her the details just as it shows on my account. After the 3rd time she told me we could no longer be on the call and we needed to disconnect and that I would need to call back. I called back and got another lady who again asked for the account details but was unable to pull it up so she kept asking a 2nd and a 3rd, which at that point I proceed to ask her what's the point if it's the same details and I knew she was just trying to get a 3rd attempt so she could disconnect like the other girl did. I asked to speak to someone else, she said there's no other team I could speak with. Somehow after my initial contact with support 2 weeks ago, my account is no where to be found on their system even though I log in perfectly fine on the app or on my laptop with the exact same credentials I provided them. I need this fixed now, I feel like I'm being taken for a ride by support, who do not seem to be able to figure this out.

  Business Response

  Date: 03/19/2025

  Hello ****, thank you for reaching out to us about your missing transaction. 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.
  
  

• Initial Complaint

  Date:03/15/2025

  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.

  On February 6th I was purchasing crypto from Coinbase like I normally do every week, I made my transactions and that was it. A week later I get my direct deposit and it was short. So I contacted my bank, and they informed me my account was overdrafted by $140. After spending an hour on the phone with them it was determined on 2/06 Coinbase charged my account for $180, once in the morning then another $180 at night. So I disputed the charge. My bank refunded my money and I thought that was the end of it. This morning 3/15 I received four emails from Coinbase telling me I owe them $180 and my account is now locked. So I contacted their email, and sent them screenshots, to which I got automated replies that they no longer use these emails and go to their customer support portal. I go to the customer support portal and it gives me no option to dispute anything, so I call them, and the prompt tells me I need to go to the support portal. So I have no way of contacting a live representative. I keep getting the run around and am not able to speak to anyone. So I'm disputing it with the BBB. I have spent thousands of dollars on Coinbase, and the only reason I had to dispute one charge is because I was double charged and my account was overdrafted. I would like this fixed and my account back in good standing. This is my transaction reference RTL-BJ828K6R

  Business Response

  Date: 03/16/2025

  Hi *****,
  
  Thank you for your patience as we looked into your concern.
  
  We've sent an email on support case 22693879 in regards to the restrictions in your Coinbase account.
  
  Please feel free to reply on the thread if you have additional questions or concerns.
  
  Best regards,
  Coinbase Support
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23069942
  
  I am rejecting this response because: Coinbase decided that it was professional to contact me on Sunday evening, and tell me that I owed them money, and that my account will be in the state that it is until I pay them. To which I replied that it was a clerical error on their part. They claimed that there was a processing error for the transaction, and that it was a credit to my account, that they allowed my transaction to go through. In which I replied that they hit my account for $180, and then they ran that transaction again for $180 where my account was now charged for $360. They can confirm that within their own records, and yet want me to do the legwork. Because, this caused so much frustration by the lack of professionalism on Coinbase's account, I decided to delete and close my Coinbase account, and told them that I will not being paying an additional $180, and that I will leave this complaint open and allow the BBB to mediate, (which should have been done in the first place.) Only now after my last email, are they trying to reconcile this issue, by saying they want a statement from my bank, proving they charged me twice, and that my screenshots were not sufficient. They can see their own transactions, so they would see they did two. I do not accept this response, and would not only like an apology, but this needs to be fixed on their end. My bank did an investigation on their part, and determined that this is what happened. It is not my responsibility to confirm that for coinbase, they can contact my Bank if they so wish, in order to understand their own clerical error.

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

  Business Response

  Date: 03/17/2025

  Hi *****,

  Thanks for the response. We understand your frustration regarding this issue and appreciate your patience. 

  We acknowledge your concerns about the double charge and the additional effort required on your part.

  We've responded on support case ******** and are waiting for your response.
  
  Please feel free to reply directly on the Support case ID mentioned above if you have additional questions or concerns.
  
  Thank you,
  Coinbase Support
  

• Initial Complaint

  Date:03/14/2025

  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 received email from Coinbase that my account is registered because I havent updated my information, but Ive attempted multiple times to login and advised Coinbase Support (via X formally known as *******) that I cant login because my phone number changed several years ago and moved to a new state. I keep receiving bot responses that cycle me through and endless loop of instructions that never resolve the problem - I need Coinbase to manually update my phone number for the login verification process (and address too should that hinder my login as well). The fact that a customer has to come to ******************** to get any resolution is horrible customer service. Ive attached supporting documentation showing my new number, address and TX Drivers license for this issues to be resolved. Please advise and assist.

  Business Response

  Date: 03/19/2025

  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.