Consumer complaint received 2025-08-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: NC

Complaint narrative:
Subject : Complaint Against Coinbase for Failure to Recover {$7000.00} in XXXX XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX, IA XXXX Date : XX/XX/year>2025 Dear CFPB Complaint Team, I am filing this complaint against Coinbase, Inc. to seek assistance in recovering XXXX XXXX XXXX XXXX XXXX XXXX, valued at approximately {$7000.00}, that were inadvertently sent to an XXXX XXXX XXXX ) address controlled by Coinbase on XX/XX/year>2025. Despite my efforts to resolve this issue with Coinbase, they have not provided a satisfactory response or recovered the funds, which remain inaccessible due to Coinbases lack of support for XXXX on their centralized exchange. This significant financial loss has caused considerable XXXX, and I request your intervention to compel Coinbase to address this matter. 

Transaction Details : - Token Sent : XXXX XXXX - Swap Destination : Ethereum ( XXXX  ) - XXXX  Receive Address : XXXX ( copied from my main Coinbase account ) - Transaction Hash : XXXX - Status : Success ( confirmed within 3 seconds ) - Block : XXXX ( XXXX block confirmations ) - Timestamp : XX/XX/scrub> 2025, XXXX XXXX  XXXX - Transaction Action : Transferred XXXX XXXX ( {$7000.00} ) to the above Coinbase XXXX address via a swap in Coinbase Wallet Issue Summary : On XX/XX/scrub> 2025, I attempted to swap XXXX XXXX for XXXX  using the swap function in Coinbase Wallet, directing the funds to my Coinbase accounts XXXX  address ( XXXX ). The transaction was successful on the XXXX blockchain, as verified by the transaction hash. However, the equivalent XXXX  has not been credited to my Coinbase account, as Coinbase does not support XXXX on their centralized exchange. A Coinbase support representative stated that the tokens might become accessible if Coinbase supports XXXX in the future, but this is uncertain, as their website ( as of XX/XX/scrub> 2025 ) does not list XXXX as supported, though some sources ( e.g., XXXX, XX/XX/year>2025 ) suggest Coinbase Wallet now supports XXXX. This lack of clarity and inaction has left my {$7000.00} inaccessible. 

Steps Taken : - I submitted a support ticket to Coinbase, requesting manual recovery of the XXXX XXXX  or crediting of the equivalent XXXX, and offered to pay any recovery fees or provide identity verification. 
- Coinbases response was inadequate, failing to confirm whether they offer an unsupported asset recovery service or to provide a timeline for resolution. 
- I have escalated the issue via Coinbases support channels and their XXXX  account ( @ XXXX ) without success. 

Requested Resolution : I respectfully request that the CFPB investigate Coinbases handling of this issue and compel them to : 1. Recover the XXXX XXXX XXXX  or credit the equivalent ETH to my Coinbase account. 
2. Clarify their unsupported asset recovery policy and process my request promptly. 
XXXX. Provide compensation for the financial hardship caused by their delay and lack of transparency. 

Additional Context : As XXXX is an XXXX token on the XXXX blockchain, the funds should be accessible in the Coinbase-controlled address. Other exchanges, such as Binance, offer manual recovery services for unsupported tokens, suggesting Coinbase has the technical capability to assist. The recent support for XXXX in Coinbase Wallet ( per XXXXNews, XX/XX/scrub> 2025 ) may further support recovery feasibility. Coinbases failure to act promptly on this {$7000.00} loss is unacceptable and warrants regulatory oversight.

I appreciate the CFPBs assistance in resolving this matter. The loss of {$7000.00} is a significant financial burden, and I trust your authority to hold Coinbase accountable. Please contact me for additional documentation or to discuss this complaint further. I look forward to your response and a resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief