Consumer complaint received 2026-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Coinbase, Inc.
State: TX

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute erroneous interest and late fee charges ( {$220.00} ) assessed on my Coinbase XXXX Card account ( issued by XXXX XXXX XXXX ), and to document Coinbase 's repeated failure to provide adequate customer service or supervisory access in connection with this matter. I am submitting this letter simultaneously to XXXX XXXX Bank, Coinbase XXXX Inc., the Consumer Financial Protection Bureau ( CFPB ), the XXXXederal Deposit Insurance Corporation ( FDIC ), and the Texas Office of the Attorney General. -- - ACCOUNT INFORMATION Cardholder : XXXX XXXX XXXX Coinbase Support Case No. : XXXX -- - FACTUAL BACKGROUND On XXXX2026, Coinbase 's autopay system initiated a payment from my account to an incorrect payment source. I became aware of this error on the same day and took immediate corrective action, including : Calling Coinbase customer service on the payment due date and opening multiple support tickets ; Requesting escalation to a supervisor on multiple occasions I was told no supervisor was available and that I would receive a callback, which never came ; Contacting Coinbase 's accounting/billing department directly, where I was informed that my case had been escalated and that I would receive an email with instructions on how to make a correct payment that email was never sent to me ; Documenting all of the above contacts in real time. Despite these documented, good-faith efforts to make payment on or before the due date, Coinbase 's systems did not permit me to complete the payment. The following day, the app refreshed and I immediately made the full correct payment. Coinbase 's own account notes reflect that I called multiple times on the due date attempting to resolve the situation and that Coinbase was functionally unavailable to assist me. Notwithstanding this, I was subsequently charged both an interest fee and a late fee on the outstanding balance. -- - SUBSEQUENT ATTEMPTS TO RESOLVE Following the erroneous charges, I again contacted Coinbase and was told : No supervisors would speak with me ; The group responsible for billing disputes is not available to speak with consumers ; I should " trust '' that the matter had been escalated ( reference : Case No. XXXX ) ; and I would nonetheless be required to pay the disputed fees despite Coinbase 's own documentation confirming my good-faith payment efforts. This course of conduct refusing supervisor access, failing to return promised callbacks, failing to deliver promised emails, and then assessing fees for a payment failure caused by Coinbase 's own systems and inaccessibility constitutes, at minimum, an unfair and deceptive billing practice under applicable consumer financial protection law, including the Fair Credit Billing Act ( 15 U.S.C. 1666 et seq. ). -- - COPIES/ DISTRIBUTION This letter is being sent to : XXXX XXXX Bank ( Issuer ) XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, UT XXXX | XXXX Coinbase, Inc. ( Program Manager/Servicer ) via Formal Complaint Portal : help.coinbase.com/en/contact-us/submit-a-complaint Coinbase Compliance institutionalcomplaints @ coinbase.com | XXXX XXXX XXXX XXXX # XXXX, New York XXXX NY XXXX Consumer Financial Protection Bureau XXXX CFPB ) consumerfinance.gov/complaint | ( XXXX ) XXXX Federal Deposit Insurance Corporation XXXX FDIC XXXX XXXX Texas XXXX of the Attorney General, Consumer Protection Division XXXX XXXX - I am prepared to provide full documentation of all calls, support tickets, and correspondence upon request. I expect a written response within fifteen ( 15 ) business days of receipt of this letter. If this matter is not resolved to my satisfaction, I reserve all rights and remedies available to me under the Fair Credit Billing Act, the Consumer Financial Protection Act, and applicable state consumer protection law. Respectfully, XXXX XXXX

Company response to consumer: Closed with monetary relief