After thousands of customer service complaints, Coinbase started a new live phone support line. But customers call it “useless” and “a joke.” EamonJavers reports.
And after unsuccessfully trying to restore access to his account, customer Conrad Yiu said, "It seems like they've failed in every single part."
Earlier this month, in a note to Coinbase customers, the company disclosed that funds were stolen from about 6,000 customers in a phishing attack that took place from March to May 20. The hackers took "advantage of a flaw in Coinbase's SMS Account Recovery process in order to receive an SMS two-factor authentication token and gain access to your account."
"I've beaten myself up every day because I have my friends' voices in my head. 'Erick, put it on cold storage.' And I just didn't," Erick said. "I like to tell my clients that just like you might pull money out with your ATM card, you can always load from your cold storage wallet into a hot wallet. But if we're talking a significant amount of money, really the best practice is to keep it in cold storage," she said.