Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #18233244
Complaint Overview
Complaint ID: 18233244
Company: Coinbase, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Virtual currency
Issue: Other transaction problem
State: California
ZIP Code: 92503
Date Received: 2025-12-22T12:00:00-05:00
Date Sent to Company: 2025-12-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing a complaint regarding unauthorized transactions and account takeover on my Coinbase Exchange account on XX/XX/year>. On that date, multiple asset conversions and external transfers occurred without my authorization, approval, or knowledge. At the time, my account had multiple security measures enabled, including XXXX-based XXXX and passkey authentication. Despite these safeguards, assets were transferred out of my account. Coinbase support has provided inconsistent explanations. One representative stated the activity was considered authorized due to the use of a previously used IP address, while other representatives confirmed the investigation remains open. Coinbase has not provided a full investigation report, access logs, device identifiers, or authentication records supporting its conclusion. I believe I was enrolled in Coinbase One at the time of the incident, which requires reimbursement claims to be filed within a 45-day window. Coinbases delay in concluding its investigation risks prejudicing my ability to submit a timely reimbursement application. I am requesting that Coinbase : 1. Provide a full written disclosure of its investigation, including login logs, device identifiers, IP/geolocation data, authentication records, and withdrawal authorization details. 2. Confirm the status of the investigation in writing. 3. Provide instructions to submit a reimbursement application related to these unauthorized transactions. This complaint is submitted to preserve my consumer rights and to ensure transparency and accountability.
Frequently Asked Questions
What is Complaint #18233244 about?
Complaint #18233244 was filed against Coinbase, INC. regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2025-12-22T12:00:00-05:00.
How did Coinbase, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Coinbase, INC.?
Yes, visit the Coinbase, INC. company profile at readthecomplaint.com/company/coinbase-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.