Consumer complaint received 2017-01-13
Company: Coinbase, Inc.
State: MA
Product: Virtual currency
Sub-product: Domestic (US) money transfer
Issue: Other service issues

Complaint:
I first initiated a support ticket trying to resolve login issues with Coinbase.com on XX/XX/XXXX. I can not login to my account as they use a program called XXXX for verification purposes. I can not retrieve my XXXX code as I have gotten a new phone ( same number ) and didnt have any other devices with the Authy app needed to reinstall the app. I need to use a different method to verify my identity, and as Coinbase has my bank info, passport info, SSN, and driver 's license i do n't think that should be a problem. I can provide any of these to verify my identity. The main issue has been the unresponsiveness of the support team which has replied to me only twice since my initial support ticket, and only with a generic message asking if I 've resolved the issue yet and that I should refer to the website 's support page. The customer representative calls him/herself " XXXX ''. Here are is a transcript of the exchange. 

From : Coinbase Support XXXX ; Sent : Monday, XX/XX/XXXX XXXX To : XXXXXXXXXXXX Subject : In response to the amount of time that has elapsed and the fact that I still have not received any help in resolving my login issue, I will be filing a complaint with the Comsumer Financial Protection Bureau. As I only have your first name I will put " XXXX '' in the complaint if you will not provide a full name. My original support ticket was initiated on XX/XX/XXXX and I still have n't received any sort of useful assistance. This is atrocious customer service. I will follow this up until i receive a resolution to my problem. 
XXXX XXXX XXXX Subject : Interaction with XXXXXXXXXXXX XX/XX/XXXX | XXXX PST XXXX replied : Thank you for contacting Coinbase Support. We sincerely apologize for not answering your inquiry in a reasonable amount of time. 
If this issue is preventing you from accessing funds stored on Coinbase and you have been unable to find a solution in our Support Center ( XXXX ), please reply directly to this email with a note that you still need help ( you do n't need to re-explain the issue you 're experiencing ). 
For any other issue, please submit a new request via our Support Center ( XXXX ) so we can properly route and address your request as quickly as possible. 
If your issue has already been resolved, please do not reply to this email. 
We are actively growing our Support team and improve our product as we continue to scale our services. We truly appreciate your support during this period of growth. We apologize for any frustration you may have experienced. 
Regards, XXXX XX/XX/XXXX | XXXX PST XXXX replied : Thank you for contacting Coinbase Support. We sincerely apologize for not answering your inquiry in a reasonable amount of time. 
If this issue is preventing you from accessing funds stored on Coinbase and you have been unable to find a solution in our Support Center ( XXXX ), please reply directly to this email with a note that you still need help ( you do n't need to re-explain the issue you 're experiencing ). 
For any other issue, please submit a new request via our Support Center ( XXXX ) so we can properly route and address your request as quickly as possible. 
If your issue has already been resolved, please do not reply to this email. 
We are actively growing our Support team and improve our product as we continue to scale our services. We truly appreciate your support during this period of growth. We apologize for any frustration you may have experienced. 
Regards, XXXX XX/XX/XXXX | XXXX PST XXXX replied : Sent from XXXX ; XXXX From : Coinbase Support XXXX ; Sent : Wednesday, XX/XX/XXXX XXXX To : XXXXXXXXXXXX Subject : Re : Interaction with XXXXXXXXXXXX XX/XX/XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation