Consumer complaint received 2023-07-17
Company: Coinbase, Inc.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
I am writing to file a formal complaint against Coinbase, a digital currency exchange platform, regarding unauthorized charges and the subsequent mishandling of my complaint by their customer support team. Despite cancelling my Coinbase One account in XXXX last year, I have been continuously charged {$29.00} per month without my consent or knowledge. When I recently discovered these charges on my bank statement and contacted Coinbase 's customer support, I encountered a series of unsatisfactory responses and inadequate assistance. 

The details of my complaint are as follows : Unauthorized Charges : Despite cancelling my Coinbase One account in XX/XX/2022, Coinbase continued to charge me {$29.00} per month. These charges were entirely unauthorized and were made without my consent or knowledge. It is unacceptable for Coinbase to continue billing me for a service I explicitly cancelled, and did not use since then. 

Lack of Receipts and Communication : Throughout this entire period, Coinbase failed to send me any receipts or notifications regarding these charges. As a responsible consumer, I rely on regular receipts or invoices to monitor and review my financial transactions. Coinbase 's failure to provide these documents deprived me of the opportunity to detect and address the unauthorized charges promptly. 

Insufficient Refund Policy : When I reached out to Coinbase 's customer support to rectify the situation and request a full refund for the entire period in which I was charged, I was met with a disappointing response. Despite their clear responsibility for the unauthorized charges, Coinbase only offered to refund me for three months. They unjustly placed the burden on me, the consumer, by claiming that I should have reviewed my bank statement earlier and notified them. This policy is unreasonable, especially considering Coinbase 's failure to provide regular receipts or notifications. 

Inadequate Customer Service : When I requested to speak with a manager or supervisor to escalate the issue, the customer service representative refused my request. This lack of willingness to address my concerns or provide appropriate assistance only further compounded my frustration with Coinbase 's handling of the situation. 

I kindly request the following actions to be taken : Full Refund : I request a full refund for the entirety of the unauthorized charges imposed by Coinbase since XX/XX/2022. It is only fair that I am reimbursed for the amount taken from my account without my consent. 

Investigation : I urge the Consumer Financial Protection Bureau to thoroughly investigate Coinbase 's practices regarding unauthorized charges, inadequate communication, and insufficient refund policies. It is crucial to ensure that Coinbase takes responsibility for their actions and adopts appropriate measures to prevent similar incidents in the future. 

Improved Customer Support : Coinbase should be held accountable for their inadequate customer support and the refusal to escalate customer complaints. It is essential for them to address these issues and implement measures to ensure that all customer queries and concerns are handled promptly and professionally. 

I trust that the Consumer Financial Protection Bureau will handle this matter promptly and fairly, ensuring that my rights as a consumer are protected. 

Thank you for your attention to this matter, and I look forward to a swift resolution.

Company response to consumer: Closed with explanation