Consumer complaint received 2026-05-05 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Coinbase, Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX I recieved an email saying that i had funds in Coinbase and I needed to log in. I went and attempted to sign into my account ( direct from a XXXX search this was not a scam email ) only to find out my account was old and had an old phone number. Since the creation of this account i had changed my legal name and phone number. I contacted their support Case # XXXX and explained the situation I was responded to and asked to provide my information, which I did in the form of all my legal documentation. at this point they updated the account and i proceeded to log in upon logging in i was asked to verify my identity with my documentation through the coinbase app I did this and proceeded to log in i then went to change my phone number so that i could regain access to XXXX the system asked me to verify my identy again with my id this suceeded and now i was getting texts then i went to the buy and sell page to sell the XXXX ( Approx {$1500.00} ) This screen to sell asked me to verify my documentation AGAIN once AGAIN I provided the documentation in the app I recieved the confirmation screen you are all set, THEN when i hit continue I got the error " We couldn't verify your identity '' this after having already done so multiple times as listed above '' at this point i start traying to resolve the problem myself I tried the desktop website in both chrome and XXXX, both failed i tried a second phone via the app and XXXX, this failed i rebooted my 1st phone and tried again with the app and XXXX, both of these failed i reached out to support again to tell them my problem they responded with verify your identity to which i tried again all of the methods, each of these times the screen either said success to be followed by an error screen OR you have reached maximum attempts wait 1 hour i followed up with email support again describing what was happening as above they AGAIN said " well just go verify your identity '' this time I waited 24 hours and tried again then i got phone support Case # XXXX to which she once again said " veify your identity '' and sent me emails with the links once AGAIN this did NOT work and once again i was told it was my fault and i needed to wait anotther 24 hours I waited another 24 hours after explaining to her at length that I have already done this several times and that the problem was not my end she promised that after 24 hours it would work and that if it didn't she would escalate me and promised i would succeed one way or another i waited 24hrs AGAIN and contacted coinbase support AGAIN Case # XXXX this time the first email worked and i verified my documents i was directed to try to proceed again to the buy sell screen i recieved an on screen error of we couldn't verify your identity AGAIN the agent said okay we need to VERIFY YOUR IDENTITY to which he provided 2 more VERIFY IDENTITY links which did not work and he then told me " you have to wait 24 hrs again '' I once again reiterated and explained in depth that i have been in this endless loop for 4 days now and would like to be escalated agent refused in every way possible making my only choice to yet AGAIN wait ANOTHER 24hrs, where i am to go VERIFY MY IDENTY ANOTHER 2 MORE TIMES with 2 links, which at this point i do not believe will work at all

Company response to consumer: Closed with monetary relief