Consumer complaint received 2025-06-02 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: IL

Complaint narrative:
I found out on XXXX XXXX XXXX that an account I had with Coinbase was still open after I had asked for it to be closed in XXXX.

I found this out because I received what looked like an automated request to submit KYC information. 

On XXXX XXXX, I emailed XXXX XXXX XXXX and asked them to close the account associated with my email, XXXX. 

On XXXX XXXX, XXXX XXXX XXXX  emailed and asked me to clear the balance of my account. 

I was assigned Case number XXXX. 

To my surprise, there was a balance of a few dollars in the account. Given the amount of time the account was inactive, Coinbase violated the state of Georgia 's escheatment laws by not attempting to contact me to inform me of the balance. They also failed to close the account and turn the funds over to the state. I was a Georgia resident when the account was last active. 

On XXXX XXXX, I sent a follow-up email to XXXX XXXX XXXX and informed them that I did not have the ability to clear the balance and that I would like them to just escheat the funds to the state and close the account. 

On XXXX XXXX, XXXX XXXX XXXX responded and said my inquiry didn't relate to my previous request, which was obviously incorrect and frustrating, especially given this was still the same email thread about closing my account. 

On XXXX XXXX, I replied to XXXX XXXX XXXX, pointing out that I had replied to the existing issue, and they replied on XXXX XXXX with the same copy-and-paste response from before, asking me to clear my balance. 

On XXXX XXXX, I replied to XXXX XXXX XXXX once again and requested that this matter be escalated to a manager. 

On XXXX XXXX, a manager finally replied ( see the attached email ).

The manager stated that I could confirm that I forfeit my balance so they can close the account. I replied on the XXXX to confirm that I forfeit the balance and reiterated my request to close the account. 

I have since received no further follow-up from Coinbase, nor has my account been closed. 

I sent three additional follow ups, on the same thread, asking for updates on XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, then finally tried sending a fresh email on XXXX XXXX. 

On XXXX XXXX, I received an automated reply stating that Coinbase only responds to threads associated with existing cases ( this email is attached ). As noted above, they have not in fact replied to my email thread. It further appears they have removed the ability to open a support ticket on the Coinbase website. 

Coinbase 's refusal to close my account, the ridiculous email exchange, and their preventing further emails are abusive practices. Their refusal to close my account further violates their own terms of service, which guarantee that a customer may close their account at any time- their delays are a breach of contract and are unfair. 

I further discovered that Coinbase leaked emails of account holders to hackers during the same period. This is gross negligence. Since the leak, I have received near-daily scam emails referencing Coinbase. 

If Coinbase had closed my account promptly when I originally requested it or followed the law and closed the inactive account before I requested it, then my information would not have been exposed to cybercriminals.

Company response to consumer: Closed with explanation