Consumer complaint received 2026-03-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Coinbase, Inc.
State: FL

Complaint narrative:
I am filing a formal complaint against my debit card issuer, Coinbase, for refusing to process a valid XXXX network chargeback dispute under XXXX Reason Code 13.3 ( Not as Described / Defective Merchandise/Services ) . On XX/XX/year>, I purchased a pair of XXXX XXXX XXXX XXXX XXXX from XXXX using my Coinbase XXXX debit card. The product was explicitly marketed and sold with the title and description stating : " XXXX XXXX, XXXX XXXX. '' Recently, I needed to utilize this warranty. However, upon contacting XXXX and providing the device 's serial number, XXXX explicitly informed me that a XXXX warranty does not exist for this product and that they only honor a XXXX warranty. XXXX is refusing to process a return or honor the warranty they advertised, meaning I was sold a premium electronic device under deceptive, false advertising because XXXX product page says XXXX exclusive XXXX warranty as well as XXXX XXXX Warranty and when I call XXXX about XXXX XXXX warranty they tell me the return window is 30 days and closed and can't return it replace product. I contacted XXXX regarding this XXXX year warranty which they brought to my attention that a XXXX year warranty doesn't exist for any XXXX product ever, even exclusive and the representative told me that if they're doing that they're making it hard for XXXX with these cases regarding warranty. The rep was completely unaware of this which baffled me. I spoke to an XXXX supervisor who told me XXXX can issue a refund for the warranty and I spoke to XXXX again and they said no the warranty and return is under XXXX. I contacted Coinbase to dispute the charge due to being misled and not receiving the services/warranty described. Coinbase flatly denied my request, stating I am past their standard XXXX dispute window from the date of purchase. They refused to acknowledge or apply the XXXX XXXX XXXX regarding extended dispute timeframes. Under XXXXXXXX XXXX global regulations for Reason Code XXXX, the XXXX timeframe for a dispute involving " Services Not Provided '' or " Merchandise Not As Described '' begins on the date the cardholder discovers that the service or merchandise is defective, up to a maximum of XXXX days from the original transaction date. Because I just discovered the fraudulent nature of the advertised warranty, I am well within the XXXX discovery window and well under the XXXX absolute limit. As a Florida resident, I am also protected against deceptive trade practices, and I expect my financial institution to protect my purchase. Coinbase 's frontline support claimed they had " never heard '' of these XXXX guidelines and refused to escalate the matter. They were unprofessional and talking over me and didn't want to help but rather question me and how I know all this information and that they never heard of this and were fact checking me over the phone before they had any idea of what my issue even was.

Company response to consumer: Closed with explanation