This is a long story and I’m absolutely despising Coinbase for their support, but I don’t know who else I’m supposed to raise an issue to if all I get are automated responses through their site and no replies on Twitter.
3/26/21 to 3/27/21 – Someone got into my Coinbase account and used it to buy $500 in BTC so I disabled my account and contacted my bank. Bank has me submit a complaint, but says to go through Coinbase first.
3/28/21 – I submit a ticket to Coinbase on their website and receive an automated reply minutes later, which basically tells me to change my password and there is a high volume of support tickets (I had already changed my PW).
Receive an email 2 hours later thanking me for reaching out and saying “we are working with a specialist to address it properly. We will follow-up with you as soon as we have an update.”
4/1/21 – I reply, looking for an update, and receive “an account specialist who is reviewing your case— they’ll reach out to you here (review generally takes 4-5 business days).” This doesn’t explain if it’s 4-5 days from 3/28 or 4-5 days from 4/1, but it doesn’t matter at this point.
4/7/21 – I reply again for an update and receive “an account specialist who is reviewing your case— they’ll reach out to you here (review generally takes 4-5 business days).” More than 5 days based on either email. Already a failure of customer service.
4/10/21 – I reply AGAIN for an update and receive “an account specialist who is reviewing your case— they’ll reach out to you here (review generally takes 4-5 business days).”
4/26/21 – I reply once again for an update and FINALLY receive something different, but equally useless as they sent this same exact automatic email on 3/28.
5/6/21 – I ask once again for an update, no reply.
5/10/21 – I ask again, no reply.
5/11/21 – I find out you can submit a formal complaint to Coinbase, so I submit one, automated response states “We will review your complaint and you will receive a response from the Customer Complaints Officer within 15 business days. If for any reason we require an extension, we will notify you as soon as possible.” Fantastic, maybe this will go somewhere.
5/24/21 – I ask for an update on the support ticket and receive “an account specialist who is reviewing your case— they’ll reach out to you here (review generally takes 4-5 business days).” I reply again out of frustration, no response until 5/26.
5/26/21 – I receive my response “Having investigated the issue, we are working with a specialist to address it properly. We will follow-up with you as soon as we have an update.” Worthless reply, again.
6/11/21 – I ask for an update for the Complaint, receive this response “The Disputes Team is currently looking into your Complaint and we require some more time to fully investigate and respond to you. Please allow up to 20 business days to fully investigate your complaint and provide you with a Resolution Notice.”
6/21/21 – Finally a human, Jacob, clearly still automated. “We are writing in response to your formal complaint. We appreciate your patience while we work through a high volume of customer inquiries. We understand the issue underlying your complaint has been resolved and as a result, are closing your complaint. If you are still experiencing the same issue and would like to resubmit your complaint, please respond to this email and include the customer support ticket number. We have, however, determined that your Coinbase experience was not up to our standards and we are issuing you a credit of bitcoin (BTC).” Keep in mind, they have NOT let me into my account yet at this point, so this BTC they “credited” to me is worthless. Per the reply from “Jacob”, I reply with my ticket number and tell them I just want to get into my account, I dont want more BTC.
6/21/21 is the final reply I get from Coinbase. It’s extremely pathetic to see how massive of a failure this experience is. The $500 in BTC was purchased before the big crash recently so it’s extremely low in value, so they’re essentially costing me money while not providing customer support. I hope to get some actual human’s attention with this and figure this out, maybe get my money they basically stole from me back.