- Coinbase users are once again complaining about the company’s poor customer support.
- Many consumers who lost funds after their accounts were hacked accuse the exchange of not responding to support inquiries.
- Coinbase says improving customer experience is the company’s top priority.
Coinbase users are once again complaining about the company’s poor customer support. Thousands of Coinbase consumers who have lost funds after their accounts were hacked accuse the exchange of not responding to support inquiries.
According to a recent investigation by CNBC, thousands of Coinbase users have filed complaints against the cryptocurrency exchange after their accounts were hacked and all funds were drained. The report read:
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.
Coinbase, which went public earlier this year with a valuation of $100 billion, is the largest crypto exchange in the United States. The company was expected to address regulatory concerns once it becomes a publicly-traded company.
Tanja Vidovic, who started investing in crypto back in 2017 and has witnessed her investments appreciate by 4x during the period, claims has lost all of her $168,000 worth of digital assets. Tanja said she saw a number of security and password change alerts in late April. “I signed onto the crypto. And I said, ‘It’s gone,’” she said.
Tanja claims she attempted to contact the Coinbase customer support team, but no one was available. Another Coinbase user, Ben, says he has lost thousands of dollars worth of cryptocurrencies stored in Coinbase. Ben claims that $35,000 worth of digital assets vanished from his account right in front of his eyes.
After Ben reached out to Coinbase, the team said that his computer had been hacked and they are not responsible for the theft from individual accounts. “It just seems to me that Coinbase did absolutely zero research and just said, ‘Hey, yeah, sorry,’” Ben said.
Historically Poor Customer Service
In March, The New York Times shared the story of a Coinbase user who lost over $100,000 worth of digital assets after his phone was hacked. Michael Pierre, a lawyer and a Coinbase ex-employee, requested his former colleagues to review his case. However, he reportedly received little assistance.
My dad has been trying to access his @Coinbase account w/ little to no help from Coinbase Support the past 3 months.
Countless emails either w/ incredibly generic replies that don't address the issue, or completely ignored. Absolutely embarrassing display of care for customers.
— K A L E O (@CryptoKaleo) August 24, 2021
Some users claim there might not be an actual person to be reading their complaints. Cheryl Hung and Paul Hwang, a couple living in Los Angeles, said they lost over $26,000 worth of cryptocurrencies. The couple reached out to Coinbase, though they claim they were receiving perfunctory email responses. “There’s nobody on the other side,” said Cheryl Hung.
Nevertheless, Coinbase says improving customer experience is the company’s top priority. “We recognize that customers want real-time support, and that’s why we’re rolling out phone support for ATOs this month and live messaging for all customers later this year,” Coinbase said.
