Date Received: 2021-03-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase placed a restriction on my account back in 2018 which blocks me from all transactions including withdrawal of the funds. I had contacted them via email several times. One reply dated on XX/XX/2018 stated : " We regret to inform you that we are no longer able to support your Coinbase account as well as any other accounts you may have created. Please note, we have not blocked access to the balance currently in your Coinbase account ; while we can no longer process brokerage orders via our banking relationship, you may still send your balance offsite to an external address. There are a variety of factors which have been weighed in your case, and we unfortunately are unable to elaborate on our internal decision process. Please know that we do not make these decisions lightly, and do regret losing you as a customer. '' When I had reached out to them via the telephone, I was told that they could not tell me the reason why. They stated that in their email reply that I " may still send my balance offsite to an external address. '' However, this is incorrect because they had blocked that as well. A full dialogue of emails and account details are available on request.
Company Response:
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Coinbase locked me out of my account. I have {$280.00} of my own money stuck in the account. They have restricted my account and have not allowed me to make or withdraw payments to the account. I have tried contacting the merchant many times without any success at all. Bots are used by Coinbase to relay the same script. There are no customer service representatives to speak to. This issue has happened to thousands of Americans with much higher currency lost/restricted on Coinbase.! Payment Required issue, after many attempts of making such payments with well funded accounts from my financial instututions and denied I have had more than enough with dealing with this. Please investigate and escalate to maximum attention by US federal government regulations. Please remove Coinbase from United States grounds. If need be, FBI investigations for Coinbase please. I regret to ever conduct business with such entity, Coinbase. Feel free to use this or my information to escalate dispute. I can provide all statements of transactions from my financial institution which are attached below of timeframe of such event.
Company Response:
State: TX
Zip: 78218
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Problem adding money
Subissue:
Consumer Complaint: On XX/XX/2021, I attempted an ACH transfer of {$4200.00} from my bank account to my Coinbase Pro online wallet. The money was taken out of my bank account, but it is still in a Pending Deposit status and was never deposited into my Coinbase Pro online wallet. I have had many other smaller ACH transfers deposited into my online wallet just fine, but this one has been over 5 weeks now and I still do not know where my money is! After waiting a few days, I did open up a ticket with Coinbase Support, but still do not have a resolution and am still out this {$4200.00}! I did get a response from Coinbase Support a few weeks ago, but it appeared to be an automatic/ robotic reply and not an individualized or from a person, and plus the answer was something about me needing to owe or deposit even more more money to resolve the problem. What?!?!?! I can provide my Coinbase Support case # if requested. Notably, I can actually see the deposit in my online wallet account under USD in a Pending Deposit status, but can not access or use the money and I am contemplating legal action. I am attaching a screenshot of my online wallet ( does not contain any identifying information ) that shows this one still in a Pending status. Please help as I am getting very frustrated! I also have the ACH transaction number from my bank and can provide that if needed. Thank you.
Company Response:
State: MN
Zip: 55016
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have been unable to log into my account for almost a year. They are non-responsive to email/message/phone calls. I have been locked out of my account, and I need it to be unlocked. My email associated with this account is XXXX I had to open an additional account because the other one was locked. Please unlock the XXXX one.
Company Response:
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: Since XXXX I can't sell on coinbase, I can buy and convert, but can't sell or transfer to wallet. I've emailed/called them about 15 times since then. They emailed me back once saying the problem was fixed, well it's not, and I never talked to a real person. When I go to sell it says my account is restricted. They're costing me tons of money and now I'm looking for legal action.
Company Response:
State: CO
Zip: 80915
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hello I have been contacting Coinbase day after day week after week and month after month trying to get my money that they froze for no reason and didnt give me a reason, my money has been in a XXXX and I have literally lost thousands upon thousands of dollars these last 2 months because of this company and they dont reply to my emails anymore, they dont help me and this has caused emotional distress and I cant handle this anymore.
Company Response:
State: CA
Zip: 92821
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have had a Coinbase account for over 4 years and should have a balance in the account now of around {$7000.00}. For the last three months, I have not been able to log into the account. They have two part verification but do not send the SMS code so I can log into the account. I have tried all their " customers serivce '' options and only get computer generated tips. I need to get into the account so I can close it. They seem to have no human assistance.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: On XX/XX/2020 I have purchase XXXX XXXX via my XXXX bank I have proof worth of XXXX via App called Coinbase, I have a level 3 verified account. Few days alter I misplaced my phone for few hours and than regained access to my phone without comptonization of my private data. After that my coinbase account got locked, I opened a ticket with them but so far it's been over 35+ days where I just received confirmation email without anyone trying to unlock my account so I can use my funds. I'm emailing Coinbase Support on daily basis to solve my issue with locked account by they just ignoring my correspondence and not providing me a valid reason for no unlocking my funds. Please help, Coinbase Support XXXX # XXXX
Company Response:
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have attached plenty of images that prove who I am what I do and my soc sec number is XXXX Coinbase.com for a few years havent given me access to my funds. I understand it from their point of view, being a financial institution in our country, they need to understand not only my Nevada DL WHICH matches all the info on my acct, my bday address and name. I also contacted XXXX who I used back when to wire funds to coinbase when I did and have statements from XXXX for every month that I wired coinbase. I emailed support@coinbase.com a month ago then two weeks ago and Im being ignored. Can you do your jobs your only job. To protect a consumer.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-21
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have more than $ XXXX that is my life savings and it is not accessible to me. My account is 100 % locked down on a timeline that is far beyond what makes sense. I had a payment transfer on XX/XX/XXXX that got reversed from my bank but immediately processed a payment on XX/XX/XXXX for the amounts in question. They even have record of the successful payment. However, more than 10 days later, my account is still 100 % locked down. I am not able to access any of my own assets.
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2021-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A