Checking or savings account -- Managing an account -- Complaint #18117016

Complaint Overview

Complaint ID: 18117016

Company: Coinbase, INC.

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Banking errors

State: Arizona

ZIP Code: 85234

Date Received: 2025-12-03T12:00:00-05:00

Date Sent to Company: 2025-12-03T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Issue Type : Problems with a debit card / problems with a refund not being processed correctly Company : Coinbase ( Coinbase, Inc. ) What happened : I made a purchase using my Coinbase-issued debit card. After the transaction, Coinbase had to replace my debit card due to fraud. The card was replaced, but the underlying account is the same. The merchant ( XXXX ) issued a refund to the original card number used for the purchasewhich is standard industry practice and required by XXXX rules XXXX They can not refund to a different card, and they correctly sent the refund to the original card account. Coinbase is refusing to process or apply this valid refund. They keep telling me to contact the merchant and ask them to update the card number, which is not possible and not how card network rules work. When a card is replaced, the issuing bank ( Coinbase ) is required to route refunds from the old card number to the new one via account updater/token forwarding. This is Coinbases job, not the merchants. At this point, Coinbase is improperly denying a valid refund that belongs to me and is refusing to follow standard refund routing procedures. I am simply asking Coinbase to locate and apply the refund to my active account, as they are required to do. Furthermore, Coinbase Debit Card Terms states in Section 1.12 Refunds : If you are entitled to a refund for any reason for goods or services obtained with your Card, the refund shall be processed once a refund has been posted by the merchant. ( Source : Coinbase Debit Card Terms ) Additionally, Coinbases Own Support Page Confirms Refund Routing From a Coinbases official help article on card troubleshooting : If the card was replaced, refunds to the old card typically route to the new card automatically. This contradicts Coinbase 's claim of lacking the authority to process the refund. Their own policies, as well as XXXX policies, grant them the authority and obligate them to route the refund to the updated card/account. Changing a debit card number doesn't invalidate prior transactions or the validity of a refund to the account. Coinbase 's disregard for federal laws, XXXX policies , and its own policies is deeply concerning, especially given its size and resources. Harm caused : I am being denied access to funds that are rightfully mine. Coinbases refusal to process the refund is causing financial inconvenience and unnecessary time spent dealing with support. The company is not following required network rules for refunds to replaced cards. Supporting details : Merchant refunded the exact original transaction. Coinbase replaced my card due to fraud but the account is the same. Coinbase is refusing to accept or forward the refund. Merchant can not refund to a different card number. Referral to contact the merchant again is not compliant with XXXX refund procedures.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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