Coinbase users angry with customer support after funds disappear from accounts

[RSRS]

Coinbase is under fire for terrible customer service following reports of users accounts being hacked and drained of funds.

According to an Aug. 24 investigation by CNBC, thousands of customers across the country have lodged complaints against the company.

The outlet stated that it had interviewed numerous Coinbase customers who claimed hackers had drained their accounts, with the issue exacerbated by the exchange not responding to support requests:

Interviews with Coinbase customers around the country and a review of thousands of complaints reveal a pattern of account takeovers, where users see money suddenly vanish from their account, followed by poor customer service from Coinbase that made those users feel left hanging and angry.
One Coinbase client, Tanja Vidovic, claimed to have lost nearly all of her $168,000 in cryptocurrency holdings after receiving a number of password change security alerts in April. Attempts to contact Coinbase by phone were fruitless, Tanja said.

Another customer told the outlet that after logging in to the Coinbase app in March, almost $35,000 in various crypto assets had disappeared from his account. Coinbase’s Regulatory Response Team eventually emailed the victim stating that transactions on the blockchain are irreversible adding that Coinbase’s insurance policy does not cover theft from individual accounts.

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[mlawson71]

Reports from former employees of the US exchange have revealed that the company has switched to email support. Email supports is far more slower and unreliable than chat support or supports that is held on the phone. Crucially it takes much more time to resolve an issue over email then over any other method. What a bad look for Coinbase.