Consumer complaint received 2025-09-27 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Coinbase, Inc.
State: CA

Complaint narrative:
I am filing this follow-up complaint because Coinbase has failed to provide any substantive resolution for severe, long-standing account restrictions, critical technical errors, and persistent communication failures, despite a prior complaint filed with the CFPB. 
The previous regulatory response from Coinbase dated XX/XX/XXXX dismissed my concerns by stating the core issues are " still actively working '' under support ticket # XXXX. This status is unacceptable, as the core problems have prevented full account access and card function for over a year ( dating back to late XXXX ). 
I request a specific, verifiable, and permanent resolution for the following failures. 
Detailed Description of Unresolved Issues ( Dating from XXXX to XXXX ) XXXX. Ignored Critical Technical Errors and Withdrawal Issues Coinbase support has repeatedly failed to address and resolve specific, documented technical errors, leading to ignored emails and frozen functionality : Unresolved Withdrawal Error ( Ongoing since XX/XX/XXXXXXXX  ) : I have been unable to withdraw funds to my linked card on file due to an " invalid payment method '' error. Multiple support agents ignored the nature of this error, misidentifying it as an " ATM withdrawal error, '' and no technician has provided a fix. This critical function remains disabled. 
Systemic Failure to Fund Card ( XXXX ) : My ability to use a personal debit card ( e.g., XXXXXXXX XXXX XXXX  ) to fund the Coinbase Card was stopped without explanation in XXXX. Support failed to resolve this, resulting in a persistent inability to fund the card as intended. 
Broken Verification Loop ( XXXX ) : The address verification process repeatedly failed, displaying " SUCCESS '' only to immediately revert to the verification prompt, rendering me unable to order or replace a physical card. 
XXXX. Unexplained Account Restrictions and Failure to Restore Full Functionality Since late XXXX, my account has been subject to restrictions ( including limitations on ACH buys ) that Coinbase refuses to explain or resolve permanently : Lack of Actionable Information : Coinbase restricted my account and, citing vague security/legal requirements, has refused to provide a clear, actionable reason for the limitations. This leaves me unable to comply with or resolve whatever compliance flags remain. 
Endless Deferral : The current status of " actively working '' under ticket # XXXX ( as stated in the regulatory response ) is an unacceptable deferral for issues that began well over twelve months ago. I demand a final, non-template explanation and immediate restoration of all features, including the ability to fund the card and use ACH purchases. 
3. Misleading Communication Regarding Disputes While the monetary amount is secondary to the technical failures, the handling of the \text { \ {$47.00} } dispute highlights Coinbases poor communication : I initiated the dispute because the merchant ( XXXXXXXX XXXX XXXX  ) failed to refund the amount. The merchant only acted after the dispute was filed. 
Coinbase 's regulatory response only confirmed the refund was processed on XX/XX/XXXX, but failed to address the fact that I was never notified of this refund and immediately reported that I could not locate the credited funds. This lack of communication is a primary element of my dissatisfaction. 
Requested Resolution I urge the CFPB to reject Coinbase 's previous response as non-compliant with resolving the complaint and require the following specific actions : Immediate Resolution of Technical Errors : Provide a specific, permanent fix for the " invalid payment method '' withdrawal error and restore my ability to use the linked payment method for withdrawals. 
Full Account Restoration : Immediately and permanently remove all unexplained account restrictions, restoring full functionality, including the ability to fund the Coinbase Card via debit card and utilize all deposit/purchase methods. 
Written Explanation : Provide a detailed, non-template, written explanation for the initial XXXX account restrictions and why the issues were allowed to persist and escalate over a period of more than one year.

Company response to consumer: Closed with explanation