Consumer complaint received 2025-09-30 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: NY

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint regarding Coinbase 's deletion of my account and the complete inability to access any form of customer support to appeal this decision or retrieve my funds.

* * The Problem : * * Coinbase has deleted my account without providing a clear reason or warning. I now have no access to my funds, and despite my best efforts, I can not reach anyone at Coinbase to appeal this decision.

* * Why I Can not Get Support : * * I have encountered a circular support system that makes it impossible to get help : XXXX. * * Phone Support ( XXXXXXXX XXXX XXXX XXXX XXXX  When I call, the automated system states that phone support is not available for my issue and directs me to use their website. 

XXXX. * * Website Support * * : The help center at help.coinbase.com requires me to log in to submit a support request. However, I can not log in because my account has been deleted. 

XXXX. * * Email Support * * : When I attempt to email Coinbase support directly, I receive an automated response stating that direct emails are no longer enabled and that I must use their website- which again requires a login that I don't have. 

4. * * Mobile App * * : The app also requires login credentials and does not provide an alternative support pathway. 

This creates an impossible situation : I can not access support without logging in, but I can not log in because they deleted my account. 

* * Documented Evidence : * * I have attached a video demonstrating the following : - Phone calls to XXXX showing that phone support is unavailable and directs me to the website - Attempts to access the help center website showing that it requires login, which is impossible with a deleted account - Email bounce-backs or automated responses rejecting direct email contact - The complete impossibility of accessing any support channel This video provides clear, timestamped evidence that Coinbase has created a support system that is inaccessible to users whose accounts have been closed, effectively trapping their funds with no recourse. 

* * My Account Standing : * * - I am a legitimate user with proper citizenship documentation - My identity has been fully verified by Coinbase - I have all required identification documents ready to provide - I have conducted all transactions legally and in good faith- I have funds locked in this account that I can not access * * Why This is Unacceptable : * * Coinbase operates as a regulated securities exchange in the United States. As such, they have a legal and ethical obligation to provide accessible customer support, especially when customer funds are involved. Their current support structure makes it literally impossible for users with deleted accounts to appeal or retrieve their money. 

I understand the need for security measures, but creating a system where legitimate users can not access any form of human support is both unfair and potentially illegal. The attached video evidence clearly demonstrates that this is not a matter of me failing to follow proper procedures - the procedures themselves are designed in a way that makes support access impossible for users in my situation. 

I should not have to file regulatory complaints and provide video evidence simply to speak with someone about my own funds. 

* * What I Am Requesting : * * XXXX. XXXX access to a human support representative who can review my case XXXX. A clear explanation of why my account was deleted XXXX. An opportunity to appeal this decision with proper documentation I have all necessary identification documents ready to verify my identity and account ownership. I simply need someone at Coinbase to review my case fairly. 

I have had no other choice but to escalate this matter through regulatory channels and public forums with documented evidence, as Coinbase has made it impossible to resolve this through normal support channels. 

Thank you for your attention to this urgent matter. I look forward to a prompt resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX Coinbase Account Email : XXXX * * Attachment : [ Video file name showing support access attempts ] * *

Company response to consumer: Closed with explanation