Coinbase is (again) under fire for its disastrous customer service, after users’ accounts were hacked and their funds volatilized.
According to a CNBC poll, thousands of customers have filed complaints against the company in the United States.
Many Coinbase clients who claimed that hackers had emptied their accounts and that the problem was compounded by the exchange’s inability to respond to requests for assistance:
“Interviews with Coinbase customers across the country and examining thousands of complaints reveal a pattern of account theft, in which users see money suddenly disappear from their account, followed by poor customer service from Coinbase. which has left these users feeling abandoned and angry.“
Coinbase client Tanja Vidovic claimed to have lost nearly all of her $ 168,000 worth of cryptocurrency after receiving multiple password change security alerts in April. Attempts to contact Coinbase by phone were unsuccessful, Tanja Vidovic said.
Another customer told the outlet that after logging into the Coinbase app in March, nearly $ 35,000 in various cryptocurrencies disappeared from his account. Coinbase’s regulatory response team finally emailed the victim, stating that the blockchain transactions are irreversible and adding that Coinbase’s insurance policy does not cover individual account theft.
In March, The New York Times published an article about a Coinbase client helpless who ended up suing the company after losing $ 100,000 worth of cryptocurrency.
Other Coinbase users took to social media to express their frustration. For example, famous analyst Kaleo told his 360,000 followers that the company had demonstrated a “absolutely disgraceful behavior when it comes to customer service“.
My father has been trying to access his @Coinbase you have had little or no help from Coinbase Support for the past 3 months.
Countless emails with incredibly generic responses that either don’t address the issue or completely ignored. Absolutely embarrassing display of customer care.
– KALEO (@CryptoKaleo) August 24, 2021
“My father has been trying to access his Coinbase account with little to no help from Coinbase support for the past 3 months.
Countless emails with incredibly generic responses that either do not address the issue or are completely ignored. An absolutely embarrassing demonstration of customer service.“
The tweet, which was published less than a day ago, had already generated a large number of responses from other Coinbase clients who had had similar problems with support or had been hacked. Coinbase responded to this complaint, but one person noted that:
“They only reply and help people who have a large following so their reputation doesn’t go downhill! And we ? 5 months without help! Blocked account.“
Another user on Twitter said: “I have not been able to log into my Coinbase account for almost 4 months. Worst !“
You will only respond and help people who have a lot of followers so that your reputation does not go to hell! What about us ? 5 months without help! Blocked account!
– mshb (@Mmswerh) August 24, 2021
I have not been able to log into my coinbase account for almost 4 months. Worst!
– 𝓣𝓞𝓟 𝓓𝓞𝓖𝓔 ✨ (@ TOPDOGE007) August 24, 2021
When the company went public in April, Coinbase CEO Brian Armstrong told CNBC with some irony: “People don’t have to be afraid [des crypto-monnaies] as at the beginning. “
Coinbase users have filed more than 11,000 complaints against Coinbase with the Federal Trade Commission and the US Consumer Financial Protection Bureau since 2016, and most of them relate to customer service.
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