Consumer complaint received 2026-01-24 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Coinbase, Inc.

Complaint narrative:
Due to XXXX internal system problem, I suffered significant financial loss after being unable to access, sell, or manage my assets for an extended period despite properly completed and blockchain-confirmed deposits. 

All dates and times below are stated in XXXX XXXX XXXX ( XXXX XXXX ). Events are described in chronological order. 

XXXX. Initial deposit not credited On XX/XX/XXXX at XXXX, I transferred XXXX XXXX XXXX XXXX  ) from my personal wallet to my Coinbase account using the exact Axelar deposit address and memo generated and displayed within my Coinbase account, with the explicit intent to sell the assets immediately upon crediting. 
At the time of this deposit, the XXXX price on Coinbase was USD XXXX, giving the deposit a total value of USD XXXX. 
Although the transaction was successfully confirmed on the XXXX XXXX, the assets were not credited to my Coinbase account. Prior to this incident, I had deposited assets into Coinbase multiple times without issue, and there was no disclosure indicating that a properly confirmed deposit might not be credited. 

XXXX. Additional deposit demanded by Coinbase and forced waiting period I immediately contacted Coinbase regarding the missing deposit. Coinbase support instructed me as follows : To confirm that you're the owner of these funds and ultimately return them to you, you will need to send a small deposit of XXXX XXXX to your Coinbase.com account using the same source address as the missing transaction, and it will be returned to you along with your missing funds. 

I fully complied and sent the additional XXXX XXXX exactly as requested. At the time of this deposit, the XXXX price on Coinbase was USD XXXX, corresponding to a value of USD XXXX. 

After I complied, Coinbase informed me that my original deposit would only be credited after a mandatory XXXX waiting period, stating that : This XXXX  days waiting period is the full review of our system to credit your Coinbase account. This is a standard procedure to verify ownership and complete the resolution process, and the wait can not be expedited. 

Because my sole purpose was to sell the assets immediately, I explicitly asked Coinbase to sell the assets on my behalf at market price, but this request was refused. Coinbase further explicitly assured me : Once the review is complete, the full XXXX amount will be credited to your Coinbase account at the original price you deposited even if the market price has changed. You do not need to worry about losing money due to price movements during this time. 

XXXX. Additional deposit to a newly generated Coinbase address also not credited On XX/XX/XXXX at XXXX, I generated a new XXXX  deposit address within my Coinbase account and sent an additional XXXX XXXX to that address. 
At the time of this deposit, the XXXX price on Coinbase was USD XXXX, corresponding to a value of USD XXXX. 
This deposit was also not credited, despite being successfully confirmed on the blockchain. 

XXXX. Coinbase publicly acknowledged XXXX-related internal issues On XX/XX/XXXX, Coinbase published XXXX incident notice on status.coinbase.com stating that users were experiencing delayed sends and receives on the XXXX XXXX XXXX 
At that time, the XXXX blockchain itself was functioning normally, and transfers outside of Coinbase were processing without issue. The problem occurred only within Coinbases internal systems, which prevented deposits from being credited. 

XXXX. Delayed and unclear Account credit without notice On XX/XX/XXXX at XXXX, without any prior notice or explanation, I discovered that XXXX XXXX had been credited to my account in the form of an Account credit. 
This credit did not appear as a normal received transaction on the blockchain or as a standard deposit entry. Instead, it appeared only as an XXXX credit in my account transaction history. Because of this unusual format, it was unclear whether the assets were transferable, withdrawable, or sellable. I did not attempt to trade or withdraw them due to this uncertainty. 

At the time this credit appeared, the XXXX price on Coinbase was USD XXXX, which was approximately 47 % lower than the price at the time of my original deposit. 

XXXX. Repeated delays after formal complaint On XX/XX/XXXX, after more than XXXX  days had passed with no resolution, I submitted a formal complaint to Coinbase. Coinbase responded that it would provide a resolution within XXXX business days. 
However, on XX/XX/XXXX, after that period had elapsed, Coinbase emailed me again stating that I would need to wait an additional XXXX business days, effectively extending the timeline without a definitive resolution. 

As of today, the XXXX price on Coinbase is USD XXXX, which represents a decline of approximately 56 % from the price at the time of my original deposit. Throughout this entire period, I was fully deprived of access to my assets and had no ability to sell, transfer, or manage risk, despite having followed all Coinbase instructions and despite the deposits being properly completed and confirmed on the blockchain.

Company response to consumer: Closed with monetary relief