Consumer complaint received 2021-03-11
Company: Coinbase, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Coinbase has locked my account for over 1 and half weeks without letting me access my funds. 
I joined Coinbase somewhere around XX/XX/XXXX. 

I never had any issues till I started realizing the total amount of my portfolio was not adding up to the total portfolio amount listed by Coinbase. 

My account would have XXXX while Coinbase would say the highest my account has gone is XXXX or XXXX vice versa. 

When you can clearly see the total amount in the chart. 

I have proof dating back 3 months now. 

Then they locked my brothers account for over 3 weeks as well causing him to loose majority of his money. 

I started paying attention and taking screenshots for proof. 

I've been taking screenshots for over 3 months now, as I have read about multiple peoples experience with Coinbase locking accounts and fraud occurring. 

I figured it was only a matter of time before they tried to do the same with me. 

Every transaction I've made since then I make sure to keep a record of. I recently made multiple transaction which caused Coinbase to lock my account. 

They stated I owed them {$2000.00} from a transaction that never went through from my bank. 

I sent an email stating their records was wrong and eventually got back to them, letting them know I was able to review my bank account and verified indeed my bank did put a stop pay on the transaction. 

My account was never credited the additional {$2000.00} but now Coinbase wants me to pay {$2000.00}. 

I even reached out for the process to go ahead and pay said {$2000.00} as I really don't feel comfortable not knowing what's going on with my account, and funds. 
Most especially with the way the market has been moving. 

I got an email that they charged the XXXX to my bank account, and that I should have access back into my account, they did this without my approval to withdraw funds from my account or warning that they would be charging my account. I check my account and it was still locked. 

My account has been locked for 2 weeks without access to my funds or any explanation as to why, or actions to resolve the problem. 


I've since also reached out to the support team as advised by Coinbase itself, in attempt to withdraw my funds as I no longer feel comfortable utilizing their services, due to the lack of communication and transparency. 


Today I logged in and a total error message came up saying I have now been completely locked out, yet I still haven't gotten word back nor do I know the state my account is in. 

Luckily I still have all my screenshot and ledger. With the most recent one taken just last night. 

I'm hoping this can be resolved in a quick manner so I won't have to take further necessary actions, but the way it's looking I just might have to. 

Thats all the money I have which I use in taking care of my family abroad as well as myself. I have not been able to take care of necessary needs and even unable to take care of sick family back home! 

Thats not ok and they should not be allowed to do this to people! 

Please help me, I have nowhere else to make my case and time is ticking for my family member back home. This is so unfair Coinbase needs work and so does their support team

Company response to consumer: Closed with monetary relief