Customers are getting to be particularly annoyed with the company’s $ 65 billion consumer assistance division.
Coinbase’s consumer assistance process is encountering a true headache when it is reported that a user’s account has been hacked and withdrawn.
During the CNBC investigation on August 24, consumer assistance obtained a lot more than 1000’s of complaints about the difficulty.
The statements come soon after an interview with Coinbase consumers, who claimed they have been hacked and their accounts drained, generating issues worse as they have not however obtained any response.
“Interviews with Coinbase customers across the country and an analysis of thousands of complaints revealed an account hijacking pattern where users notice funds suddenly disappear from their accounts, followed by poor customer service. Coinbase that makes users feel angry and angry “.
Coinbase consumer Tanja Vidovic says she misplaced virtually all of her $ 168,000 in cryptocurrency soon after acquiring many password alter protection warnings in April. His attempts to get hold of Coinbase by cell phone have been in vain.
Another consumer shared that soon after logging into the Coinbase app in March, virtually $ 35,000 in different cryptocurrencies disappeared from his account. Coinbase’s regulatory response group ultimately sent an electronic mail to the victim stating that transactions on the blockchain are irreversible and including that Coinbase’s insurance coverage policy does not cover theft from personal accounts. .
In March, the New York Times reported on a deeply helpless Coinbase consumer who ended up suing the organization soon after shedding $ one hundred,000 in cryptocurrency.
To alleviate the aggravation, other Coinbase end users have turned to social media, this kind of as well-known analyst Kaleo, who shared with his 360,000 followers that the organization showed. “What a shameful way to take care of customers“.
My father attempted to entry yours @Coinbase account with minor or no assistance from Coinbase Support in the previous three months.
Countless emails with exceptionally generic responses that both will not tackle the difficulty or are fully ignored. Absolutely embarrassing show of consumer care.
– KALEO (@CryptoKaleo) August 24, 2021
“My father has been making an attempt in vain to connect to Coinbase for the previous three months. Emails with irrelevant or even ineffective responses. What a disgraceful consumer support !! “
The tweet launched much less than a day in the past attracted a stream of responses from other Coinbase consumers who had very similar complications with assistance or have been hacked. Coinbase responded to this complaint, but 1 personal pointed out that:
“You will only reply and assistance folks with a whole lot of followers so that your track record does not diminish! And U.S? five months devoid of assistance! And is the account nevertheless blocked? “
Others stated:
“I have not been in a position to log into my Coinbase account for pretty much four months. This is not superior”
In April, when the organization went public, Coinbase CEO Brian Armstrong stated relatively sarcastically on CNBC:People no longer have to be afraid of cryptocurrencies like they did in the early days“.
Coinbase end users have filed a lot more than eleven,000 Coinbase complaints with the Federal Trade Commission and Consumer Financial Protection Bureau due to the fact 2016, and most of them relate to consumer support.
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