Coinbase is below hearth for awful customer support following reviews of customers accounts being hacked and drained of funds.
In line with an Aug. 24 investigation by CNBC, 1000’s of shoppers throughout the nation have lodged complaints towards the corporate.
The outlet acknowledged that it had interviewed quite a few Coinbase clients who claimed hackers had drained their accounts, with the problem exacerbated by the change not responding to help requests:
Interviews with Coinbase clients across the nation and a overview of 1000’s of complaints reveal a sample of account takeovers, the place customers see cash all of the sudden vanish from their account, adopted by poor customer support from Coinbase that made these customers really feel left hanging and indignant.
One Coinbase shopper, Tanja Vidovic, claimed to have misplaced almost all of her $168,000 in cryptocurrency holdings after receiving quite a lot of password change safety alerts in April. Makes an attempt to contact Coinbase by cellphone had been fruitless, Tanja mentioned.
One other buyer advised the outlet that after logging in to the Coinbase app in March, nearly $35,000 in numerous crypto belongings had disappeared from his account. Coinbase’s Regulatory Response Group finally emailed the sufferer stating that transactions on the blockchain are irreversible including that Coinbase’s insurance coverage coverage doesn’t cowl theft from particular person accounts.
In March, the New York Instances ran a piece on a helpless Coinbase buyer who finally sued the corporate after dropping $100,000 price of cryptocurrency.
Venting their frustrations, different Coinbase customers have taken to social media equivalent to well-liked analyst Kaleo who advised his 360,000 followers that the corporate had proven an “completely embarrassing show of care for purchasers.”
My dad has been attempting to entry his @Coinbase account w/ little to no assist from Coinbase Help the previous three months.
Numerous emails both w/ extremely generic replies that do not handle the problem, or utterly ignored. Completely embarrassing show of care for purchasers.
— Okay A L E O (@CryptoKaleo) August 24, 2021
The tweet, which was posted lower than a day in the past, had already attracted a stream of responses from different Coinbase clients that had related issues with help or had been hacked. Coinbase did really reply to this grievance, however one particular person pointed out that:
“You’ll solely reply and help individuals who have many followers so your status won’t go right down to hell! What about us? 5 months with no assist! Locked account!”
Others said “I haven’t been in a position to get into my Coinbase account for nearly four months now. The worst!”
In April, when the corporate went public, Coinbase CEO Brian Armstrong considerably paradoxically advised CNBC, “Folks not must be afraid of it [crypto] like within the early days.”
Coinbase customers have filed greater than 11,000 complaints towards Coinbase with the Federal Commerce Fee and Shopper Monetary Safety Bureau since 2016, and the vast majority of them are associated to customer support.