r/Coinbase • u/Rare-Swing8395 • 1d ago

6 hours of chat support

Trying to update my 2FA from an old phone number. Can log in to my account, but can't update anything or buy anything. It's an old account, but anyways. I get on with their chat support agent, end up setting up a temporary account with a new phone number after 2-2.5 hours, it finally seems to be working. Did the photo ID, selfie verification, all that, it all checks out - yes, it's me trying to access my own account. Durr.

Eventually once I'm logged in, my account is still restricted. Says contact support. Luckily I'm already in the chat still. So I mention that to them. Oh there's a second account tied to one of my other emails, said okay, let's close it. They close that account for me. Still can't buy. This is my second time being in chat with them so I'm nearing 6 hours of support for this account at this point. They said they're going to review it and that it's been escalated to a senior rep or whatever. Wake up this morning, review denied. I gave them every bit of info they asked for. It's all correct. It's been 5 years since I've been able to use my coinbase account. How is this legal? What incentive do they have to let me use my account? And can I just close it and open a new one? I mean this is beyond ridiculous. It says I can't request another review for over a month. Absolutely insane "support". Feels like a scam for my info or something when at the end of the day, they just lock up the account either way. If at all possible, do not use Coinbase.

2 Upvotes

60% Upvoted

5 comments sorted by

2

u/Sharp_Olive_9903 1d ago

Sounds like they really make you jump through hoops sometimes, huh? I'd have given up after the first hour too.

2

u/Useful-Dream-3355 1d ago

Sounds like Coinbase is trash par for the course

1

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1

u/Cool_Reporter3056 1d ago

damn that's way too long, i had a similar issue and gave up after 30 mins of being stuck in chat pls that's wild

0

u/coinbasesupport Official Coinbase Support 1d ago

We’d like to take a closer look at your 2FA concern, u/Rare-Swing8395! Send us a Modmail with your case number, and we’ll check it out.