Consumer complaint received 2025-09-09 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: Coinbase, Inc.
State: FL

Complaint narrative:
My complaint is with Coinbase.com. On XX/XX/XXXX, I accidentally sent XXXX XXXX ( the same as {$950.00} ) from my XXXX  account to my Coinbase.com XXXX XXXX address using the XXXX XXXX which Coinbase doesnt support for XXXX XXXX A XXXX  explorer shows my XXXX USDT is stuck there. On XX/XX/XXXX, I reached out to Coinbase support and spoke with several agents to correct my mistake and access my funds. We finally found a fix, to use their Asset Recovery Tool. The Coinbases Asset Recovery Tool requires a small gas fee ( $ XXXX {$1.00} ) and a 5 % recovery fee ( {$47.00} ) in XXXX  on XXXX  to retrieve my XXXX. I created an XXXX  address in my personal XXXX XXXX to receive the funds. Unfortunately I did not have any funds in my account to pay these fees. I tried to send {$50.00} from my XXXX XXXX  account to Coinbase to pay for the fees but I got an error message saying I was restricted from doing so and to contact a Customer Service Agent. I contacted an agent to ask why and they said he needed help from his team and to wait for an email from them. XX/XX/XXXX, Coinbase emailed me, saying, After reviewing your account against our terms of service, we regret to inform you that you're no longer eligible to utilize the Coinbase platform for purchasing cryptocurrency, using our deposit services, or linking payment methods. If there's a balance in your Coinbase account, you're still able to withdraw the funds. With XXXX funds in my Coinbase account and no being allowed to deposit money from my XXXX XXXX  to buy ETH for the recovery fee, I am stuck. This restriction locks my XXXX USDT, as I cant use the tool to move it to my XXXX. In XX/XX/XXXX, Coinbase let me transfer XXXX from my XXXX to my account, sell it, and send the cash to my XXXX XXXX account without any problems. This proves Ive used their service responsibly before, so the current restriction feels arbitrary and unfair. A Coinbase agent told me I agreed to terms allowing them to limit accounts at their discretion, but they wouldnt say why I cant deposit funds. This seems unjustCoinbase is holding my USDT on an unsupported network, and their restriction stops me from paying the fee to get my own money back. They advised waiting for Coinbase to support XXXX on XXXX, but theres no timeline, and it may never happen. Ive read on XXXX and XXXX ( XXXX ) about others getting fee waivers or manual transfers for similar problems after complaints, but Coinbase hasnt offered me any help.This restriction harms me financially, as I cant access my XXXX XXXX, and I cant afford this loss. XXXX failure to explain the restriction or let me deposit from XXXX XXXX  to pay the fee is an unfair financial practice. All I want is permission to add cash from my XXXX XXXX  to Coinbase to use their tool and move my XXXX to my Trezor. What I Want : Allow me to deposit cash from XXXX XXXX  to pay the recovery fee and transfer my XXXX XXXX to my XXXX XXXX  address. 
Or waive the recovery fee and manually transfer my USDT to my XXXX address. 
Clarify why my account is restricted and how its fair. 
Ensure my funds arent stuck forever if XXXX support isnt added. 
Yours sincerely, XXXX XXXX

Company response to consumer: Closed with explanation