Consumer complaint received 2025-07-30 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Coinbase, Inc.
State: CA

Complaint narrative:
Subject : Persistent Account Restrictions, Unresolved Disputes, and Systemic Service Failures from Coinbase To Whom It May Concern, I am filing this complaint against Coinbase for its failure to resolve multiple ongoing issues with my account. These issues include persistent debit card restrictions despite explicit confirmation of their removal, unresolved transaction disputes, a recent and unexplained account review, and a pattern of circular and contradictory customer service. This has caused significant frustration and has left me unable to fully and confidently use my account as intended.

Summary of Events : * Initial Complaint and False Resolution : I previously filed a CFPB complaint against Coinbase regarding restrictions on my debit card. On XX/XX/year>, XXXX from the Coinbase XXXX XXXX XXXX responded, confirming the restrictions had been removed, my card was fully functional, and a {$50.00} credit was issued. Coinbase stated the matter was resolved. 
* Immediate Contradiction and Continued Restrictions : On XX/XX/year>, a {$16.00} debit card transaction was declined, despite a sufficient account balance. A support representative, XXXX, contradicted the XX/XX/XXXX resolution, stating the card restrictions were still in place. The issue was escalated ( Internal Reference # XXXX ), and I was asked to complete a facial ID verification I had already finished prior to the XX/XX/XXXX resolution. 
* Unresolved and Mishandled Transaction Disputes ( Case # XXXX ) : * On XX/XX/year>, I initiated a dispute for XXXX transactions for services I did not receive : {$47.00} with " XXXX XXXX XXXX  '' and {$77.00} with " XXXX XXXX XXXX ''. 
* The merchant for the {$47.00} charge issued a refund on XX/XX/year>, only after I filed the dispute. However, Coinbase subsequently denied my claim, incorrectly stating that " no error occurred '' because a refund was issued, failing to recognize that the dispute itself was the cause of the refund. 
* The dispute for the {$77.00} charge remains ongoing as of the last update from Coinbase on XX/XX/year>. 
* Unexplained Account Review ( Case # XXXX ) : * On XX/XX/year>, in a separate issue, Coinbase Support initiated another review of my account to " understand [ my ] intended use of the Coinbase platform ''. 
* I was asked a series of security questions, including whether I was directed by a third party to create my account or transfer funds, or if anyone else had access to my account. 
* I promptly responded on XX/XX/year>, confirming that I was not directed by any third party and that I am the only person with access to my account. 
* Coinbase acknowledged my response but stated the review would take another XXXX hours, with a potential for longer delays, leaving my account under review without a clear reason or resolution timeline. 
* Inadequate and Contradictory Support : Throughout these processes, my interactions with Coinbase Support have been consistently frustrating and unproductive. 
* When I tried to withdraw funds and received an " invalid payment method '' error, support mistakenly identified it as an " ATM withdrawal error '' and deflected me to a phone number. 
* Regarding the denied {$47.00} dispute, I was told by a phone support agent that I must reply to the denial email to communicate with the dispute team. This directly contradicts the " Please do not reply to this email '' instruction included in the message from Coinbase. 
* I am being forced to navigate multiple, simultaneous case numbers for issues that all point to systemic problems with my account and Coinbase 's support structure. 
Desired Resolution : This sequence of events demonstrates a persistent failure by Coinbase to honor its previous resolutions, maintain clear communication, and provide effective support. The conflicting information and repetitive, unresolved issues have wasted my time and caused undue stress. 
I am requesting that the CFPB investigate this matter and compel Coinbase to : * Permanently and verifiably remove all restrictions on my account and debit card, ensuring full functionality as was promised on XX/XX/year>. 
* Expedite and resolve the pending dispute claim for the {$77.00} transaction with " Perfect healing spa. '' * Correct the record for the {$47.00} dispute to show that it was a valid claim that resulted in a forced refund, not a " denial. '' * Provide a clear explanation for the account review initiated on XX/XX/XXXX ( Case # XXXX ) and confirm its immediate and unconditional resolution. 
* Provide clear, written confirmation that all of these matters have been fully and finally resolved.

Company response to consumer: Closed with explanation