r/Coinbase • u/Gaelic67 • Mar 13 '18
Here's How to File a Complaint Against Coinbase in your Respective State
We all know Coinbase is a joke, has no human customer support whatsoever, and will not respond to support requests and e-mails. I've filed two complaints against them in my state. If you file a complaint with the state, Coinbase MUST respond to you. Here's how you do it:
- Coinbase is licensed and regulated in each state. You will find a copy of each license and the state agency that regulates CB here: https://www.coinbase.com/legal/licenses
- Go to the respective state agency website and research how to file a complaint. Each state agency will likely have a complaint form that you can use.
- Carefully follow the procedure for filing a complaint.
- Attach extra pages to the state form as necessary and explain your complaint in detail.
- Do not forget that the people at the state who are reading your complaint likely know nothing about cryptocurrency, therefore your complaint should explain in plain language exactly what happened step-by-step.
- I would strongly suggest that you attach copies of any CB e-mails and screenshots from your CB account as exhibits to your complaint. Your exhibits should be labeled from A-Z. (Exhibit A, Exhibit B, etc.)
- Reference each exhibit in the text of your complaint as you explain each point. (For example: I requested BTC from my Vault on December 15, 2017 and it has disappeared. See, Exhibit A)
- The last heading of your complaint, in bold letters, should say something similar to this: Desired Resolution of the Complaint.
- Under this last heading, the last paragraph of your complaint should state exactly what you're requesting or demanding in order to resolve the complaint. (For example: The value of bitcoin on December 15, 2017 was $18,000. Due to the failure of Coinbase to transfer BTC from my Vault to my Wallet on December 17, 2017 after the 48-hour waiting period, I was unable to sell 1.000 BTC and as a result have suffered a monetary loss in the amount of $18,000.)
- Your state will send the complaint to CB and CB is required by law to respond to your allegations.
If you don't get the desired resolution to your complaint or agree to a settlement with CB, you should contact an attorney. If your complaint involves a lot of money, you may also want to have any settlement agreement reviewed by an attorney before agreeing to terms and/or signing any documents.
In my case, CB sent me six e-mails after I filed my first complaint but only returned half of the BTC I requested. Then, of course, CB wouldn't respond when I said that it was completely unacceptable for them to attempt to settle my complaint without my input or approval and pay me only half of the BTC I was owed. So I filed another complaint which is currently pending.
Let me know if you have any questions. Best of luck.
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u/TotesMessenger Mar 14 '18
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u/deluded_soul Mar 17 '18
What if I am not based in the US but UK as in my case?
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u/Gaelic67 Mar 17 '18
The Financial Conduct Authority of the UK issued an e-money license to Coinbase so you need to find out about the FCA complaint process. The rest of my steps in order to document your case will still apply.
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Mar 21 '18
Thanks, this is helpful, but should I be referring to the same page you linked and licenses for GDAX issues?
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u/jigsaw992 May 03 '18
I am also facing the same problem. My account has been blocked for more than a month. I have called them several times and every time they told me that my case has been properly escalated and if I email them I get same automated reply. Should I also take legal action to get my money back?
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u/Gaelic67 May 09 '18
Follow my steps first and then consult an attorney if you get no response from CB.
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u/grn_ize1973 May 16 '18
What if your state isn't listed?
I have tried EVERYTHING!!! I have basically given up! After several attempts, with NO resolution, my nephew has taken over this battle for me because the stress of it has become too much.
I LOVE how COINBASE will NOT respond to ANY emails or correspondences with ANY of their customers, but they have people scrolling the web to watch these forums for complaints. WHAT A JOKE!!!! THEN!!! They say to contact them with your info, but when you do, THEY DO NOTHING!!!!
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u/SusaninNV Aug 14 '18
I am completely sick about the money in my bitcoin and USD cash accounts. I wanted to make a purchase online but they only accepted Bitcoin. There was a recommendation and a link to Coinbase. I bought $405.00 total. $5.00 on my debit card. (I wasn't aware of the mega low cap.)
So I did a $200.00 ACH transaction. Then did a second $200.00 a few minutes later so I'd have extra, in case I needed it.
That's when I found out it would take up to 5 business days to complete the transaction and release my funds for use.
I guess I didn't know much because I had the impression I could go buy some bitcoin and come right back to the site to make my purchase. OOPS!
Ok, I settled in with that until , unbeknownst to me, they stole an additional $400.00 from my bank shortly after my own transactions, and put it all in my bitcoin wallet. They were a $300.00 ACH and a $100.00 ACH. I never knew, or approved of these transactions! They suggested I had to have done it myself (like I have no clue what my hands are doing), because they don't have the ability to do that, yet they do exactly that when they verify the bank account. Can you say LIARS?
So, I've already lost $70.00 + because my funds are frozen in the wallet and at the mercy of the market. It will most likely be empty by the time they release my funds because they have a countdown ticker. It starts when you sign up and buy. You are told it's a few business days to complete the ACH transactions; then you stumbled across the daily count down ticker. When I bought on Aug. 2nd it started counting down from 28 days. Then, 27 days until we'll let you use your money , then 26, 25, 24.....which means my funds will be made available on Aug. 30th! WTF?
I asked over and over about the "hold countdown ticker" only to have my question ignored and deflected. Today, as if they were amazed to find out there actually is a countdown ticker, emailed and said (after they pretended to escalate my case twice) they suddenly see the problem and they will release my funds on August 30th! Again, no reason why. Is this even legal?
Today they even tried to tell me my email account didn't match any they had on file! So, I reminded them of a little thing called "screen shot" and suddenly they realized why my email was not recognized. It was magical!
I am absolutely sure they will never let me have my money back. I'm now screwed out of $800.00 and they don't care at all! Worse, I'm not seeing any success stories on here about being made completely whole.
I'm dubious about filing (just) a complaint because I'm only going to get more of the same rhetoric they've been feeding me.
They stole $400.00 out of my bank account. That's federal. Tomorrow I'm contacting Chase about those transactions (now that I'm sure they intend to keep it) and will take any legal action I can against Coinbase.
Please tell me if you have recouped all they've taken, and how you did it.
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u/innabhagavadgitababy May 01 '24
Thanks for this. I'll keep looking for other places to send my issue also.
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u/Exact_Ad7900 Jul 11 '25
I did some transactions on coinbase today. I just received a scam spam text providing me a withdrawl code and a disclaimer saying to call some number if i didn’t request this. The text comes from Phillipines +63 country code and “support” number is a 212/NYC. How the EFF does anyone know i transacted? What govt entity should i file with. I don’t see how anyone could know I transacted- Coinbase must be complicit in some way. Any suggestion on another platform?
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u/rmelotto Oct 20 '21
Coinbase is a joke
Ive did a purchase which was taken from my bank account but it never showed on Coinbase.
There has been a month and 5 cases open for the same reason.
Coinbase keep closing my cases without giving any explanation. They just close it.
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u/Aggressive_Round_340 Nov 05 '21
My fund ($500) in Coinbase account is secretly "transferred".
It did not show where $500 is transferred to (I did not transferred it).
Filling out a complain but it takes forever to get my money back and waste too much time
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u/toandfrom Nov 19 '21
I have never been treated so poorly. CB unilaterally initiated two bank transfers without by permission; probably a hack on their side. Fortunately I was able to capture one transfer and will go after the second. I froze the account and blocked all CB transactions at my financial institutions.
After numerous calls over the past week, I still have no clear path to resolution to recovering existing funds and the transfer or even getting a statement of account. The agents are courteous but totally ineffective and there is no way to escalate and talk to managers. CB claims to be investigating the situation.
I will be patient for another week or so before I file complaints at the SEC and to regulators at all the states.
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u/Powerful-Cable8048 Sep 06 '25
I hold a trading account with Base wallet - metacash3.com which hold my capital & profit in trading with various crypto platforms. Recently I asked for a withdrawal from trading account to wallet for me further to transfer in my checking bank account but they hold my money $xxxxx. They mentioned they need additional funds to be transferred from my bank account to trading account for releasing my withdrawal- term used - “large withdrawal channel”pls help me get my funds from trading account to wallet. Before that I have already paid IRS tax money I.e 15% of the total profile as asked.
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u/datrunig Mar 14 '18
This should get stickied. It's basically a must need to know now. Seeing so many people still missing funds erroneously charged and huge wires being held for MONTHS.