Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Coinbase, Inc.
State: NY

Complaint narrative:
Years ago I downloaded an app called Coinbase, but I never subscribed to Coinbase XXXX. In fact, I don't subscribe to anything so I hardly check my transactions because I didn't feel the need to. I noticed XXXX day while checking my transactions that Coinbase XXXX took XXXX dollars from my account. I only noticed this around XXXX of XXXX. I immediately filed a complaint and had a conversation with Coinbase customer service on XX/XX/XXXX to tell them that I was never subscribed to Coinbase XXXX, and to please refund my money back. The man over the phone said he would refund my money, but this can't happen again. I know for a fact I never subscribed to Coinbase XXXX, because whenever it asked, I always pressed no, but I gave them the benefit of the doubt and asked them how can I cancel the subscription, in case I subscribed by accident. The man over the phone told me to re-download the app, and to click on " settings '' or an icon, and then to click the tab that says " Coinbase XXXX '' so I can cancel my subscription. I told him over the phone " it doesn't say cancel subscription, it's asking me to pay a monthly plan, because I never subscribed in the first place. '' The man over the phone agreed that I wasn't subscribed due to what I saw on my screen, and there being no " cancel subscription '' option. He told me he would send me my money back. I made it clear that I'm not subscribed, and I don't want to be subscribed. I never received my XXXX dollars back, but it was such a nightmare to get ahold of them in the first place that I let it go and I was confident because I told the man over the phone that I never subscribed. Fast forward to XX/XX/XXXX, I notice ANOTHER transaction of Coinbase XXXX taking XXXX dollars out of my account. This time, I called XXXX bank and explained my situation. The woman over the phone advised me to escalate the situation with Coinbase because they stole a total of {$930.00} out of my account. I was shocked because I couldn't believe that much money was just taken without me noticing, but I feel like it was easy for me to miss since they took it monthly and I just assumed my bank balance was correct since I don't subscribe to anything. That very day, I downloaded the Coinbase app just to make sure I am not subscribed. Again, there was no " cancel subscription '' button, proving once again that I wasn't subscribed, and I even took a screen recording of this. I filed a fraud claim, and I went to the bank in person to sign the papers and the statement. I even changed my account number. XXXX gave me the {$930.00} temporarily for almost a month, and then eventually took Coinbase 's side and took the money back out of my account. When I asked why, they said Coinbase had " proof '' that I subscribed. I don't know how this is possible. Maybe they didn't research well enough. I immediately went back to XXXX bank in person once I saw they took the money back out, and I told them I have proof that I never subscribed. The proof I gave included screenshots of Coinbase XXXX taking money out of my account in XXXX of XXXX, yet I received an email on XX/XX/XXXX from Coinbase telling me to start my free trial with Coinbase XXXX. I obviously can't get a free trial if I've been subscribed like they're claiming. I only signed in with my number and email. I don't know what's going on and I don't know what to do, but I want my money back. So far, I've sent XXXX of the bankers from XXXX the email from Coinbase showing that I never subscribed with the dates provided, screenshots of no " cancel subscription '' on the Coinbase app, and a screenshot to confirm that I called and talked to Coinbase multiple times the very day I noticed the transaction in XXXX of XXXX. I don't understand how XXXX can investigate and see that I called showing that I was not subscribed, and didn't want to be subscribed, yet find it perfectly okay for Coinbase XXXX to still take money out of my account afterwards. I asked XXXX to please look into it again after the screenshots I gave them, but I'm not so confident hence why I'm filing a complaint here.

Company response to consumer: Closed with explanation