Consumer complaint received 2025-11-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Confusing or missing disclosures — 
Company: Coinbase, Inc.
State: AZ

Complaint narrative:
XXXX of XXXX = Two separate deposits were made, both from XXXX. There were no issues with the first deposit. It came into Coinbase smooth and access to the funds was no problem. Two transactions that total under XXXX were sent of crypto. The rest were withdrawals to the linked debit card. XXXX was passed without problem and then the account was flagged for recertification of which was completed successfully as well. XXXX you guys froze the account owners ability to trade her funds until XX/XX/XXXX and also froze her from accessing the deposits that was made. When the account owner called, she was told they shortened the hold until the XX/XX/XXXX, even tho this was never reflected on her screens. They kept reading XX/XX/XXXX. On XXXX she needed money as she was out of gas and couldnt get home to her children from trying to find food for their house. She called to be told theres suspicious transactions that are causing the hold but they couldnt release the specifics. She at the same time started challenging the {$25.00} & {$5.00} charge on her XXXX with XXXX for the Coinbase one monthly membership she purchased and wouldnt be able to use since they froze her account. Just as she gets off the phone begging for access to her money XXXX filling the dispute with her bank she gets a notification that the hold has been extended from XXXX to XX/XX/XXXX. Again with no explanation as to why. After all, theres been no activity on the account since theyve had it frozen since the first, so what couldve caused further suspicious activity for them to justify holding the money another two weeks when shes already clearly explained in detail the hardship they are causing her and her family by holding this money as this is all of her money that they are not even allowing her to put back to the source it came from. No one there offered any help any support. It was all just were sorry. These are the decisions. There was suspicious transactions, but then they saw that excuse wasnt working since the account was frozen so they changed it to the answers that were provided during any questionnaire opposed a risk to the financial security of her account. Another load of XXXX cause no one has been able to supply the questionnaire and the answers that supposedly triggered this next hold, and then the next excuse was that there are multiple accounts under her name well that one for certain the safest thing to do in that case would be to return the money thats sitting there that theyre holding back to the source that he came from so as not to be confused with any of the other accounts, but they wouldnt do that either in fact through all of this, the only thing they told her is that they were going to escalate the issue at which time every escalation did nothing but get closed back out immediately with no communication no resolution no explanation. The latest now is that its been escalated and shes to follow back up in seven days. You know half of the time that it takes from today to get to the original release date that they extended a two of the XXXX to see what resolution had come of the escalation they dont care about the hardship they dont care about the illegal actions as their own terms and conditions clearly state that they will not hold Bank withdrawals past the 3 to 5 business day mark that it takes for to clear the bank of which we are far beyond now today I login and see that suddenly all the support cases that were originally closed are open. These illegal and ridiculous holds that your company has caused me to miss out on many opportunities and to make money besides the stress and agony of fighting with you XXXX  XXXX and you XXXX actions. This is the fourth time Ive tried to even submit this dispute but your system continues to error on meshockers. I have all the documents and transcripts of chats and recording for calls. Ill provide those in court if requested.

Company response to consumer: Closed with explanation