Consumer complaint received 2025-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.
State: FL

Complaint narrative:
I am writing to file a formal complaint against Coinbase, a major XXXX  exchange, regarding serious issues I have encountered with accessing and transferring my assets over the past two months ( as of XX/XX/XXXX ). Coinbase has repeatedly prevented me from transferring my funds to my cold wallet, citing vague security protocols and offering no clear timeline or resolution. This has left me unable to secure my assets, which I hold for my wifes future. 
To date, despite numerous attempts to resolve the matter through Coinbases customer support, I have received generic ( bot ) responses, long hold times ( up to 4+ hours ) for a human representative, and vague assurances that they are investigating the issue. I was initially told that I could only send a maximum of {$5000.00} ( as of today, I can't even do that ), which would take years to transfer my assets to my cold wallet. This send restriction issue began after I canceled a send transfer on XX/XX/XXXX. Since then, my ability to send crypto has been restricted, with no clear explanation or timeline for lifting the restriction. Ive been told that these decisions are made by their systems algorithms and AI, but I have received no clarification on why the restriction was applied following my canceled transaction on XX/XX/XXXX. 
I am extremely concerned about my inability to control my own funds and the potential consequences if Coinbase 's platform becomes unavailable due to technical failures, network outages, or other issues. This situation raises serious questions about Coinbases business practices, security measures, their services, and the overall fairness and ability of customers to safeguard their own funds. 
While algorithms and AI can play a role in detecting fraud or securing accounts on platforms like Coinbase, they are no substitute for the unparalleled security and control that a cold wallet provides. A cold wallet allows me to independently safeguard my assets, free from the vulnerabilities, restrictions, and potential errors that come with relying on third-party systems and automated processes. A cold wallet, like a hardware wallet, gives me full ownership of my private keys, meaning I am the only one with access to my funds. Since cold wallets are disconnected from the internet, they are far less vulnerable to online threats, hacks, phishing attacks, and even grid shutdowns or technical failures that could leave my platform-based assets inaccessible. I do not have to rely on third-party decisions made by algorithms that may be restrictive or unclear, and I have complete control over my assets. Furthermore, in the event of a grid failure or technical issues that prevent access to Coinbases platform, I still have full access to my assets because they are securely stored offline.

I respectfully request that your agency investigate this matter, as it appears to be a case of unfair business practices and potential negligence in allowing customers to secure their assets. I also urge you to consider the broader implications of how Coinbases practices may be affecting other consumers in similar situations. Is it possible that Coinbase is engaging in this behavior for monetary reasons? The smaller amount required for customers to transfer to their cold wallets would require more transactions, making more money/fees through many small transactions, rather than allowing for a single, larger transfer. 
This approach may disproportionately benefit Coinbase at the expense of consumers. I also urge you to consider the broader implications of how Coinbases practices may be affecting other consumers in similar situations. 

Please let me know what steps I need to take to further support this complaint. I am hoping for a swift resolution to this issue, and I trust your agencys involvement will help bring the necessary accountability and oversight so I can secure my assets. 
Thank you for your time and attention to this urgent matter.

Company response to consumer: Closed with monetary relief