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cryptotoday247 · 30 days ago

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Coinbase Has The Worst Support and Does Not Care About You As A Customer

I've been wrestling with Coinbase support for over five months now, trying to access my account so I can receive a distribution from the Celsius bankruptcy. When it was announced that Coinbase would be managing these distributions, I logged in to confirm that all my details were up to date. For context, I've only used Coinbase occasionally to swap between USDC and other cryptocurrencies—just a handful of transactions over the years.

As I checked everything, I noticed my address on file was outdated from before I’d moved to South Africa. Trying to update it immediately triggered a restriction on my account, and since then, I’ve watched others in the same situation receive their distributions while I’m still battling Coinbase’s endless requests for verification. Each time I send documents, they come back with more requests—often the same ones they’ve already asked for. My case seems to bounce between agents, with each email having noticeably different grammar and tone, and the responses are slow, taking up to a month.

No matter how often I ask for direct updates, I receive the same templated response: "Thank you for your patience," "We understand your frustration," and "We’ll get back to you as soon as possible." Despite providing all requested information within 24 hours, I get nothing but repeated demands for further verification.

Here’s a rundown of what I’ve provided so far:

Tax documents (submitted February 16, 2024)

Proof of student status and unemployment (submitted February 24, 2024)

Old payslips from over three years ago (submitted February 24, 2024)

Bank statements showing my monthly allowance from my parents (submitted March 11, 2024)

University ID card (submitted March 11, 2024)

Transaction report from the exchange where I originally bought the crypto (submitted March 11, 2024)

A letter from my parents stating they provide me an allowance, signed and dated (submitted March 21, 2024)

Old bank statement from three years ago showing salary deposits (submitted March 21, 2024)

Additional bank statements proving allowance payments, since they wanted more documentation (submitted April 3, 2024)

Proof of my Celsius account and owed funds—even though Celsius attempted to credit my account through Coinbase, so Coinbase can clearly see this (submitted June 14, 2024)

Transaction history from my Ledger Nano S—despite Ledger not requiring a name or email for access (submitted July 23, 2024)

This doesn’t even cover the redundant questions they keep asking, many of which I’ve already answered. I have five separate email threads, each containing a mess of requests for the same information. They’ve even asked for my parents’ names and signatures on a document to prove I receive an allowance. The process has been drawn out for months, and each response just demands more paperwork. And yes, reaching Coinbase support often means messaging through Instagram or Twitter DMs—an oddly unprofessional touch.

Celsius has now tried to credit my account five times, and each time, they’ve had to inform me that Coinbase won’t process it. If you ever think about moving internationally or changing your address with Coinbase, let this be a warning. They could have asked for all this in a single email, but each request feels like a new hoop to jump through. If I told them I used crypto to buy a t-shirt, they’d probably want receipts, a selfie of me in the shirt, and a note explaining my color choice.

#coinbase

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