Consumer complaint received 2025-08-13 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:
Back in XXXX, I kept receiving email and in-app notifications from Coinbase requesting me to migrate assets from one account ( XXXXXXXX XXXX from coinbase ) to the main coinbase account ( associated with XXXX ), the reason is that they are sunsetting the service related to the XXXX account. 

So I followed the prompt in the Coinbase app, as part of their instruction, the Coinbase app generated an address for me to copy and paste in the Coinbase Wallet app to move my etherem ( XXXX XXXX XXXX XXXX in today 's value ) from the XXXX wallet in the then wallet app into the Coinbase account. The transaction has following details : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( my wallet in the wallet app ) To : XXXX ( address generated to me in the Coinbase App ) This transaction happened on XX/XX/year>, on the same day, I confirmed it after seeing balance appear in my Coinbase app. Within the same week, I also came back to the app numerous times and saw balance each time I visited. 

Then fast forward to today ( XX/XX/year> ), I launched the Coinbase App and my balance is now showing XXXX. I've investigated and realized the issue is that the Coinbase generated address ( XXXX ) is now for some reasons no longer tied to my account, and I can see on XXXX  scanner that my fund is sitting in the same address untouched, the only reason why I have no access to it is because the address got disconnected from my account. 

I immediately contacted Coinbase support, and was given some very questionable response ( Case # XXXX ) : -First I was told that the reason why I am not seeing it is because of delay, as the " transaction needs enough confirmation on the blockchain to be completed ''. This is absolutely false - ( 1 ) there is no way an eth transfer takes more than 40 days to complete, ( 2 ) I already saw the balance in my Coinbase app and ( 3 ) the transaction status is marked completed 39 days ago -After I pushed back, the agent then responded by saying " actually unfortunately the address is not tied to my account '', I responded that this address is generated in Coinbase app and I clearly saw the balance before. 
-Then after 10 minutes, the agent said she checked with the team and the address is actually still associated with my account, and its just not visible for some reason. I should please trust them I will receive the fund and I should just wait -I pushed back by saying I need an explanation as to why funds can just disappear from my account and addresses can just disconnect randomly, and an ETA on when this will be restored, I was then never given a response. 
-Another agent then jumped in, I repeated the explanation but as she was investigating why this address got disconnected with my account, she promised shes getting an update, but suddenly force closed my case after 20 mins. 

Since my case was forced closed, I started another case # XXXX, and was essentially given the same merry-go-round, oddly, the agent also disconnected while promising me she's looking into why this address got unlinked. And the subsequent agent was also not able to help. 

I was told multiple times that this can not happen, I must have another account, but I checked all my sources and I only have one active coinbase.com account ; furthermore I did not launch the Coinbase app or make any changes between the time when I last saw fund ( early XXXX ) til today. 

The address was generated by Coinbase, and it still has fund custody in this address, there was no transaction at all on any associated accounts. My guess is there was an internal security incident that caused Coinbase to lose address-to-account mapping for some customers, potentially tied to the migration associated with the wallet / base app. 

I have screenshots of the customer support chat, and I hope you can help me recover my lost asset, thank you.

Company response to consumer: Closed with monetary relief