Consumer complaint received 2025-12-25 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Coinbase, Inc.
State: IN

Complaint narrative:
On XXXX, I purchased XXXX of XXXX cryptocurrency on Coinbase. On XXXX, I decided to sell all of the currency. Whenever I would place a sell order, it looked like it went through but then I'd receive an email a little later saying : " On XXXX, you attempted to sell {$1900.00} worth of XXXX. 
Reference code : XXXX We were unable to process your recent trade and you havent been charged. 
Since the trade wasnt completed, it may no longer appear in your transaction history. 
Transactions can fail due to network delays or liquidity issues. Learn more. You can try again anytime. 
We apologize for any inconvenience! '' I tried this about a dozen times throughout the day and it kept coming up with these errors. I reached out to customer support to try to get assistance with this. I called in and spoke to someone who simply said, " there is a known technical glitch in our system, and it will eventually get fixed, and you'll be able to sell your cryptocurrency ''. I asked how long this would take and the representative told me there was no guarantee. When I asked if the technical glitch would ever get fixed, he again said there was no guarantee. I asked to speak to a supervisor but he wouldn't allow it, no matter how many times I asked and after 45 minutes, I disconnected the call.

I then decided to chat a customer support representative. I chatted with a representative, and for the first 20 minutes, the representative told me I had purchased the XXXX on another platform, which was not true. After a while, he said that XXXX was no longer supported on the app and I wouldn't be able to sell it. He said I'd transfer ( send ) the cryptocurrency to my account with XXXX XXXX. The representative then disconnected the chat immediately and without any notice. 

I then connected with a third representative through chat. The third representative had access to see my prior chat and apologized for the experience I had received. She then said " I want to clarify that decentralized funds, including those from selling pepenode, have no value. '' I was utterly astonished by this as Coinbase allowed me to purchase the cryptocurrency only a few weeks earlier, but was now saying it had no value. She then told me that that's why I couldn't sell the asset, because it had no value, even though Coinbase was telling me the value was around {$2200.00} at the time. She then recommended I send the cryptocurrency to the XXXX XXXX  as well. I downloaded the base wallet app, created the account, and then sent the cryptocurrency. Coinbase had stated that transfers from Coinbase to the XXXX XXXX were effective almost immediately, however, I waited 15 minutes and the transfer never went through. I chatted the same representative and she said that the transaction was pending and to wait 24-48 hours before it would be in my wallet. 

49 hours later, on XXXX, the funds were still not in my XXXXXXXX XXXX  so I reached out to a XXXX representative through chat. This representative told me the transfer to the base wallet had gone through but said it was for " XXXXXXXX XXXX  '' instead of the XXXX. The rep explained that that amount of XXXX is worth less than a XXXX which is why it's not showing on the XXXX XXXX app. This was shocking to me as I didn't send any amount of XXXX, I didn't even own XXXX After about XXXX minutes going back and forth with this rep and asking to speak to his supervisor, he eventually said this : " I have checked the transaction details, and I can see that while completing the transaction on Coinbase, you paid the transaction fee in XXXX ; that's why it shows XXXX in the transaction details. Please know that the funds were actually sent to pepenode, and your transaction will be completed in some time. ". 

When I pressed on about talking to a supervisor and finding out when the transfer would actually take place, he wouldn't help me. I am at a loss and don't know what to do at this point. I followed Coinbase 's instructions and feel they have either scammed me or incorrectly given me instructions that made me lose the XXXX. As of this moment, the XXXX is worth {$2300.00} and I have proof of this via a screenshot from the Coinbase app.

Company response to consumer: Closed with monetary relief