Consumer complaint received 2026-04-29 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: TX

Complaint narrative:
I am submitting a complaint regarding Coinbases handling of an unauthorized XXXXfunded transaction totaling {$27.00} and the companys refusal to provide verifiable documentation supporting the balance they are attempting to hold me responsible for. On XX/XX/year>, I discovered an unauthorized transaction on my XXXX account labeled XXXX * COINBASEINC for {$27.00}. I reported the issue immediately after discovering it and contacted Coinbase for clarification and assistance. During multiple conversations with Coinbase support, including over two hours on the phone, I received conflicting explanations regarding the transaction. I was initially told there was no transaction visible on their system. Later, I was told the transaction was completed. After that, Coinbase claimed the funds had been reversed back through XXXX in two separate amounts on XX/XX/XXXX and XXXX, XXXX, which allegedly created a negative balance on my Coinbase account. However : - No corresponding refunds or reversal credits appear on my XXXX account or bank statement - Coinbase admitted they can not provide external XXXX transaction IDs, settlement confirmations, or proof showing the alleged reversal funds were actually returned to my account - Coinbase stated their position is based only on internal records and internal XXXX settlement information - Coinbase has restricted my account and is attempting to hold me responsible for the {$27.00} balance despite being unable to provide external verification of the alleged reversals Coinbases final written position was that they can not provide any additional external XXXX/bank documentation and that I must resolve the discrepancy with XXXX, XXXX, or my bank directly. I have already filed a dispute with XXXX regarding the unauthorized transaction, which remains under review. My concern is that Coinbase is attempting to enforce repayment and account restrictions based solely on internal records while refusing or being unable to provide independent documentation proving the funds were actually returned to me. Additionally, due to the significant time spent attempting to resolve this matter, the inconsistent information provided by Coinbase support, the restriction placed on my account, and the inability to access normal account functions while this unresolved balance remains, I am also requesting that Coinbase review appropriate compensation or courtesy credit for the inconvenience and mishandling of this dispute. I made good-faith efforts to resolve the issue immediately, provided supporting documentation promptly, and spent substantial time communicating with support without receiving verifiable proof supporting the claimed reversals. I am requesting that Coinbase be required to : - Provide verifiable external documentation supporting the alleged reversals - Explain the basis for holding me responsible for the balance without proof of returned funds - Review whether the account restrictions and negative balance are appropriate under these circumstances- Review appropriate compensation or courtesy credit for the time, inconvenience, and account limitations caused by this unresolved issue

Company response to consumer: Closed with explanation