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Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

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Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#111

Post by yeukhon »

mv4 wrote: post #6

It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction. Thousands are having the same issue (lack of support), based on Twitter alone. Tweeting at the CEO is useless, unless you're someone famous. The really sad part - with the amount of money they are making ($1B/yr), they should be able to handle support. It's only several categories (acco…

$1B? That’s insane. I know I know the transaction fee... but wow. So many startups like Dropbox can’t even make $1B for a long time until recently.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#112

Post by yeukhon »

ratsimihah wrote: post #39

Hi there, just personal feedback here. I contacted Coinbase on September 14, 2017 because I was locked out because of 2FA and a cell phone I had no access to anymore. I couldn't upload or get any document verified, but a human being at Coinbase helped me and after a few uncertain emails, I was able to gain access back to my 4 years+ old account on September 20, 2017. I'd say hang in there. With the recent bubble thei…

Five months is more enough to be continued in a limbo state....

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#113

Post by yeukhon »

my_usernam3 wrote: post #27

Oh hey me too! First I bought a bunch of ETH. It went up and I went to sell them in November. Coinbase wanted Identity verification. No problem, filled out the form. Forgot a required field during the process and when it refreshed, it knocked my birthday up 10 years! Now they think I'm 16. On the other hand, it might be a feature because of how much ETH has gone up while my (apparently teenage) self can't do anything…

Did you mean it has knocked down your age?

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#114

Post by yeukhon »

Out of the many startups out there, GitHub support is so far the best. Tickets in, within a day (usually 1-3 hours) someone will respond. My questions are usually very general so getting a response in an hour or so is ridiculous for me. Sometimes in just 30 mins. Response is friendly and professiobal. No BS.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#115

Post by newyankee »

benbreen wrote: post #66

Ok, an update, since I can't edit the original anymore. "Kyle" at Coinbase reached out to me via email: "I’m so sorry for the delay in our response. We were able to clear your account." I can't imagine that it had anything to do with bad publicity from being on the front page of Hacker News... anyway, I'm glad it was finally resolved. Thanks HN.

Hello, can i please DM you. I am in a similar but worse boat. I want to reach out to Kyle or someone else myself.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#116

Post by SwellJoe »

jlgaddis wrote: post #36
tw1010 wrote: post #18

Earlier quoted context omitted.

Awesome, I'd love it if you could help Coinbase resolve poor OPs problem swiftly and economically with the warm friendly response of a robotic rejection.

Yeah, I'm sure that "instant replies" are exactly what CoinBase customers are longing for. /s

They already have a chat with instant replies...that point you to a website with the answer they should have just linked you to when you went searching for the answer. I had to go through this rigamarole to reset my 2FA because my phone had to be reset and I didn't have backups of my Google Authenticator keys. The process went something like this:

1. Search docs for how to deal with lost 2FA device. Find entry about it.

2. Docs say, "contact support to blah blah blah" with a link to a realtime chat thing for support.

3. Ask question in chat thing.

4. Receive a link to a web page with a description of what to do from the chat bot

5. Follow those instructions, which involve logging in with a different browser (or incognito) and clicking "lost my device".

6. Verify identity, etc. etc. which finally gets the ball rolling on fixing the problem, which takes a couple of days, as I think it actually involves a human at this point, though I never actually talked to one.

It wasn't super painful, but it made me think, "What idiot came up with this? Why would I want to talk to chat bot only to have it take me to the web page that it should have directed me to in the first place when I was looking at the documentation?"

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#117

Post by newyankee »

mv4 wrote: post #6

It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction. Thousands are having the same issue (lack of support), based on Twitter alone. Tweeting at the CEO is useless, unless you're someone famous. The really sad part - with the amount of money they are making ($1B/yr), they should be able to handle support. It's only several categories (acco…

I am in the same boat and have had my personal health deteriorate because of this.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#118

Post by pharrington »

miles wrote: post #40
dna_polymerase wrote: post #28

At one point in the next few hours coinbase employees will enter this discussion. They will probably elevate your issue and make sure you are responded to within hours. This is of course just a measure they take to keep the crowd silent. And it will not help other people with the same/other problems. Please report them to BBB and other authorities within your reach. Companies should receive no love for this kind of b…

> Please report them to BBB and other authorities within your reach. The BBB is not part of the "authorities": https://en.wikipedia.org/wiki/Better_Business_Bureau#Critici... http://money.cnn.com/2015/09/30/news/better-business-bureau-... http://business.time.com/2013/03/19/why-the-better-business-... https://www.ncconsumer.org/news-articles-eg/the-better-busin...

This should be a top level comment. Racketeers like the BBB absolutely must not be confused for legit public institutions.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#119

Post by newyankee »

benbreen wrote: post #4
smarky wrote: post #2

Is there a reason your account was locked? Something personally incriminating? For instance sending funds directly to a darknet market, or online casino. If not, perhaps hire a lawyer.

It was locked for a quasi-legitimate reason, but one that should be easily resolvable. I accidentally opened the app while on vacation in Iran and got an automated message from Coinbase about Iranian nationals not being allowed to use their service, etc. Fair enough. The email simply asked me to prove that I was a US resident by sending in my driver's license and proof of residence (like a utility bill). Which I prom…

Hi Benbreen i would really appreciate it if you could contact me some way.

Re: Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?

#120

Post by consultutah »

jandsgames wrote: post #69

I wired in a large amount of money to coinbase on the 12th of January and have yet to see my account credited. I have opened several support requests and call twice only to get the runaround. Anyone else have a similar issue? Did you eventually get credited? Everything was done correctly , confirmed with my bank as well as coinbase's bank

That was the sane thing I had happen. I had to file a complaint with the consumer finance bureau. Then my money was returned to the original account with no note as to why the wire transfer was rejected.
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