Consumer complaint received 2026-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Coinbase, Inc.
State: CA

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT SUBMISSION COMPANY INFORMATION Company Name : Coinbase , Inc. XXXX XXXX XXXX XXXX ( Coinbase One Card ) Issuing Bank XXXX XXXX XXXX XXXX Contact : XXXX | XXXX ( XXXX ) XXXX Support Case References : # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX COMPLAINT NARRATIVE In XX/XX/year>, my Coinbase XXXX XXXX credit card information was stolen and used by an unauthorized third party to make multiple fraudulent purchases. Upon discovering the breach, I immediately reported the fraud to Coinbase XXXX XXXX, locked my card, and formally disputed all unauthorized charges. Coinbase XXXX Card issued temporary credits for the disputed amounts while conducting their review, which I understood to be standard practice under the Fair Credit Billing Act ( FCBA ). However, after several months, I have been notified that two disputed charges both made on XX/XX/year>, the same day, by the same fraudulent actor have been or are being ruled against me : Case XXXX XXXXXXXX {$2500.00} at XXXX XXXX on XX/XX/year> The card issuer notified me on XX/XX/year> that this dispute was resolved in the merchant 's favor based on documentation purportedly showing the transaction was " authorized and completed. '' The temporary credit is being removed and I am being held responsible for the full charge plus interest and fees. Case XXXX XXXXXXXX {$6500.00} at XXXX on XX/XX/year> This charge was made the same day as the XXXX XXXX transaction by the same unauthorized party. I am including this case in my complaint due to the identical circumstances and my concern that it will be subject to the same flawed review process. Combined total at risk : {$9000.00} I am filing this complaint for the following reasons : XXXX. I did not authorize either transaction. My card credentials were stolen, and both purchases were made without my knowledge or consent. XXXX. The fact that both charges occurred on the same day, at two different luxury retailers, for a combined total exceeding {$9000.00}, is itself strong evidence of coordinated fraudulent activity not legitimate consumer spending. XXXX. I was not given the opportunity to review or respond to the merchant 's documentation before a ruling was made in XXXXXXXX XXXX XXXX and XXXX XXXXXXXX. The dispute was decided solely on the merchant 's evidence, with no direct outreach to me to verify or challenge the claims. XXXX. There are additional disputed charges from the same fraud incident still under review. I am concerned the same process will be applied to those cases as well. XXXX. The card issuer 's dispute process appears to place the burden of proof entirely on the consumer, in a manner that may not comply with FCBA protections, which limit consumer liability for unauthorized charges to {$50.00} and require a fair, good-faith investigation. DESIRED RESOLUTION I am requesting that the CFPB investigate Coinbase XXXXXXXX XXXX XXXX dispute resolution practices and compel the following : Full and permanent removal of the {$2500.00} XXXX XXXX XXXX ( Case # XXXX ) from my account, with no associated interest or fees. Full and permanent removal of the {$6500.00} XXXX charge ( Case # XXXX ) from my account, with no associated interest or fees. A fair re-investigation of all remaining disputed charges from the XX/XX/year> fraud incident, conducted in accordance with FCBA requirements. Disclosure of all merchant documentation used in the determination of Case XXXX XXXXXXXX so that I may review and respond to it. SUPPORTING DOCUMENTS AVAILABLE Email notification from Coinbase XXXX XXXX dated XX/XX/year> ( Case XXXX XXXX ) Records of original fraud report and card lock Account statements showing both disputed charges on XX/XX/year> CONSUMER INFORMATION XXXX XXXX

Company response to consumer: Closed with monetary relief