Coinbase customers slam new customer support telephone help: ‘It was a joke’


LOS ANGELES – After 1000’s of customer support complaints, Coinbase began a brand new dwell telephone help line. However quite a few clients stay pissed off with the corporate after its newest effort to handle their considerations.

Take Erick and Molly Richardson, for instance.

The textual content message on Erick’s telephone alarmed him a lot that he pulled over to the aspect of the street. It was a sunny afternoon in July.

The retired legal professional clicked on the message which mentioned somebody had logged into his account. He logged on, and shortly obtained an e mail that his two-factor authentication had been modified, that means his safety settings had probably been compromised.

Then the nightmare obtained worse.

He and his spouse, Molly, had saved almost $1.1 million in cryptocurrencies. All of a sudden, a fraudster began withdrawing all their bitcoin investments, about $700,000, as Erick watched. And there was nothing he might do.

“I used to be panicked. It was that feeling I have not had in a very long time,” Erick mentioned, acknowledging the textual content message was probably a phishing assault to acquire his account data.

Coinbase clients Erick and Molly Richardson misplaced about $700,000 in cryptocurrencies when their account was taken over by a fraudster.

Supply: CNBC

The Richardsons couldn’t name Coinbase for assist as a result of when the account takeover occurred in July, the corporate solely provided e mail help. A CNBC investigation in August discovered 1000’s of consumers’ accounts had been hacked they usually had been left hanging by the corporate, in response to authorities data and interviews. Coinbase, which went public in April, has a market cap of greater than $50 billion.

Since 2016, customers have filed greater than 12,000 complaints in opposition to Coinbase with the Federal Commerce Fee, Client Monetary Safety Bureau and the Higher Enterprise Bureau, largely associated to customer support, in response to public data. An extra 1,500 complaints have been filed since August.

Different cryptocurrency exchanges have confronted comparable complaints, however much less quite a few than the complaints for Coinbase, which is the biggest change within the U.S.

Coinbase, responding to criticism that clients could not discuss to anybody on the firm, arrange the dwell help line in August. Nevertheless, dozens of consumers whose accounts had been hacked and drained instructed CNBC the so-called assist did not consequence of their downside getting resolved.

Within the Richardsons’ case, Erick mentioned it took solely about 20 minutes for the fraudsters to withdraw 21 Bitcoin in 110 completely different transactions.

Erick reported the theft to Coinbase, which locked the account. However he mentioned for greater than two months, nobody reached out to assist the couple get their a refund or unlock the account.

“I nonetheless do not know the way it occurred,” he mentioned.

In September, the Richardsons referred to as the brand new Coinbase telephone help line. The agent instructed Erick that he did not have entry to the case file and urged he reply to the final e mail from Coinbase, which he had already answered. The 10-minute name ended not with a decision, however with extra frustration.

“It was a joke; it simply makes me a bit of extra offended. And there is no person who has any decision-making energy at customer support,” Erick mentioned. “They only can not help out rather a lot. You realize what Coinbase did two days after I obtained hacked? They despatched me a buyer survey they usually requested me to price their service.”

Coinbase clients across the nation instructed comparable tales to CNBC because the dwell telephone help started.

For instance, buyer Marc Boulos mentioned in an e mail that “the dwell help is just for accounts which are actively locked; since my account is now not locked, I can not even attain dwell help even when I strive to take action.”

“The system acknowledges that the account related to my telephone quantity is just not locked and would not let me attain dwell help,” Boulos wrote.

One other buyer, Don Pirtle, referred to as the telephone line “a joke.”

And after unsuccessfully attempting to revive entry to his account, buyer Conrad Yiu mentioned, “It looks as if they’ve failed in each single half.”

A Coinbase spokesperson mentioned in an announcement that the corporate will ship “world telephone help for all clients, and dwell messaging by finish of yr. Our aim is to be probably the most trusted and simple to make use of platform within the crypto financial system, however we acknowledge the challenges a few of our clients have skilled with their Coinbase accounts. Bettering our buyer expertise continues to stay a prime precedence.”

“Typically, Coinbase doesn’t cowl any losses ensuing from unauthorized entry to Coinbase accounts on account of a breach,” which is commonly a phishing assault, the assertion mentioned.

Earlier this month, in a be aware to Coinbase clients, the corporate disclosed that funds had been stolen from about 6,000 clients in a phishing assault that befell from March to Might 20. The hackers took “benefit of a flaw in Coinbase’s SMS Account Restoration course of as a way to obtain an SMS two-factor authentication token and acquire entry to your account.”

An organization spokesperson mentioned: “We instantly fastened the flaw and have labored with these clients to regain management of their accounts and reimburse them for the funds they misplaced. These large-scale, refined phishing assaults are on the rise, and we strongly suggest anybody that makes use of on-line monetary companies to stay vigilant and take the mandatory steps to guard their on-line id.”

Requested in regards to the safety of Coinbase accounts, the spokesperson mentioned, “Whereas some Coinbase clients sadly have fallen sufferer to phishing assaults and account takeovers, at no level have attackers breached Coinbase’s safety infrastructure.” 

Specialists say there are alternative routes to retailer cryptocurrency which are basically hack-proof.

A transfer that will have helped shield the Richardsons and others is transferring cryptocurrency from an change, like Coinbase, to what’s generally known as chilly storage, or transferring crypto offline.

“I’ve overwhelmed myself up on daily basis as a result of I’ve my associates’ voices in my head. ‘Erick, put it on chilly storage.’ And I simply did not,” Erick mentioned.

Nicole DeCicco, who helps purchasers safe their cryptocurrency by her firm CryptoConsultz, says chilly storage is nearly hack-proof. Crypto homeowners get a personal key, which is sort of a password, to retailer that key offline.

“A chilly storage or a chilly pockets is totally disconnected from the web. It’s generally a tool that you simply hook up with your laptop,” she mentioned. “Once you hold your funds in chilly storage, you personal these funds. … They’re offline, away from hackers.”

Nicole DeCicco helps purchasers safe their cryptocurrency by her firm CryptoConsultz.

Supply: CNBC

“I like to inform my purchasers that similar to you would possibly pull cash out along with your ATM card, you may all the time load out of your chilly storage pockets right into a scorching pockets. But when we’re speaking a big sum of money, actually one of the best apply is to maintain it in chilly storage,” she mentioned.

DeCicco mentioned organising change accounts is simple however organising chilly storage takes extra work. To arrange chilly storage, many buyers purchase a tool for this objective. It then must be loaded with a personal key and safely saved, equivalent to in a vault.

Whereas chilly storage is safer, it has its personal points. Homeowners can lose passwords, or the machine can break.

The Richardsons, after extra e mail exchanges with Coinbase, mentioned entry to their account was finally restored. And the corporate did ship them some a refund.

Nevertheless it wasn’t what they anticipated. The corporate put $500 value of Bitcoin of their account.

“It felt like they kicked sand in my face,” Erick Richardson mentioned. “Is there even anyone senior at Coinbase taking a look at this? Someone make a calculation and mentioned, ‘OK, that is what occurred to this man. He misplaced 21 bitcoin. Let’s give him $500.”

Please e mail tricks to investigations@cnbc.com.

— CNBC’s Angelica Serrano-Roman and Nadine El-Bawab contributed to this report.

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