Consumer complaint received 2025-10-24 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Coinbase, Inc.
State: MA

Complaint narrative:
Summary : Coinbase has restricted my account to withdrawals only until I verify my identity. To verify, I must select from a drop-down field what industry I work in. I am XXXX an unable to work. There is no option I can select to indicate that - there is only a list of industries- which means I am not able to answer this question truthfully. Coinbase customer service was unable to provide an alternative way to prove my identity or a time frame for a solution. Coinbase 's identity verification is an accessibility barrier that discriminates against XXXX people who are unable to work. I have XXXX which requires me to strictly limit mental and physical exertion to limit symptoms getting even worse. I feel that having to contact multiple customer service representatives, repeatedly explaining my situation, navigate confusing processes and forms, and being given no timeframe puts undue burden on me given my XXXX. 

Requested calls from Coinbase XX/XX/year> I used Coinbase 's customer service feature where I can request to be called. 
XXXX at XXXX EST received call from this number, Coinbase Summary after call : I asked for help with proving my identity on the Coinbase website because Im stuck on the question asking what industry I work in. It is a dropdown where I have to select an industry from the list of options. There is no option to indicate Other or XXXX or even XXXX. The representative from Coinbase asked me to read all the options out loud which I did and there was no appropriate option for me to pick. Representative said they cant say which one to pick, can only say that they can not advise me which option to pick. I said this is discrimination against me and XXXX people like me because my account is restricted to withdrawals until I can prove my identity. The representative wanted me to pick the closest option and that Coinbase does not discriminate. I said that I am concerned about lying on this form and reiterated that this is discriminatory. I clarified there is no closest option for me as I am unable to work. I asked for their policies in writing and they said they are not able to send me anything in writing and that I would instead need to file a complaint. The representative sent me a link for filing a complaint and said we would need to hang up in order for me to be able to complete the complaint form or else some part of it wouldnt work. I asked for help completing the form but was told that I would need to call again. We hung up. 

I could not figure out how to complete the Complaint form so I requested another phone call. 

Case ID # : ( Can be provided ) Received a call from Coinbase ( XXXX ) at XXXX EST Representative : XXXX ( not able to provide a last name ) I say I need help with the complaint I was told to file with the previous phone call. I dont know what my ID or registration number should be on the complaint form. XXXX doesnt know either. 
We discuss how I am ultimately trying to close my account but that I need to verify my information to unlock my account to sell the XXXX  in my account. I can not verify my identity because it asks what industry I work in and I do not work in an industry- I am XXXX and unable to work. I say this question discriminates against XXXX folks because there is no option I can select. I say that Coinbase is discriminating against XXXX folks because its using this question for identity verification and I can not answer it. XXXX says she hopes this is a misunderstanding and that Coinbase does not discriminate. She puts me on hold to speak with technicians. 
I was told this is just Coinbase getting to know me better and I explained that this question isnt an optional survey question, its a required question for confirming my identity and therefore not just Coinbase getting to know me. 
I am put on hold. 
Asked for clarification on how where I am seeing the question I am stuck on ( go to my account, click the bar at the top saying I need to verify my identity, Click through to verify my info, am asked how much cash/XXXX  I expect to interact with and the question I am stuck on. 
I sent them a screenshot of the question I am stuck on at their request using a link in an email they sent me. Submission ID # ( can be provided ) I was put on hold. 
I was asked to try opening a link in incognito mode. They emailed me the link, I clarified that a private window is acceptable ( Im using XXXX and XXXX, not a XXXX browser ) and the representative said yes. I copied the link and pasted it into a private XXXX window and logged in. I was still asked about what industry I work in. I was told this should be the last troubleshooting try. 
I was put on hold. 
Not able to find a solution, theyre going to keep working on it. They are unable to provide a timeframe. I say that without a timeframe and with nothing in writing I would need to file a complaint somewhere external like the Customer Financial Protection Bureau. She says that they can provide me an email explaining the case.

The representative says she is filing a complaint for me and working on sending me an email of what is happening. Puts me back on hold but periodically checks in to tell me shes still working on it.

She asks me to email an 8 digit code to an emailcheck email address at Coinbase. I do so at XXXX. The representative told me that generally the support team gets back by email. I asked if there is a way to transfer the bitcoin to a different Coinbase user and the representative said no, this issue needs to be resolved first. I asked if there is a way to close my account and the representative said no. 
Call ended at XXXX I did not receive a detailed email from them however I did receive this email : Dear XXXX, Thank you for reaching out to us regarding your verification process. We understand your concerns about being asked for your employment history, especially given your situation. 

I want to assure you that your feedback has been escalated for a higher review. We are committed to making our processes more accessible and convenient for all of our customers, including those with XXXX. 

We sincerely apologize for any frustration this may have caused you. Please know that our intention is to ensure a secure and comfortable experience as you complete your verification successfully. 

We will get back to you via email as soon as possible once this has been fully completed. In the meantime, please refer to and hold onto the case ID number included in this email as proof that this is being worked on. 

If you have any further questions or need assistance, please do not hesitate to reach out. 
Best regards, Coinbase Support

Company response to consumer: Closed with explanation