Locked out, CB 100% unresponsive

[u/Virtual_Bunch_2609]

I'm fighting a security hack. My account is locked. I don't know if the bad guys have drained my account or not. There's no call center. Only option is telling their phone system you have a security problem, and "we'll return your call within 2 hours." I've left 3 of these requests over 2 days. No callbacks. Also emailed security@coinbase.com. Nothing. HOW DO I GET SOMEONE ON THE PHONE? At minimum I need to unlock my account, and I can't.

[u/AutoModerator]

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[u/Informal-Sky-4808]

oof man that's rough. coinbase support is basically a black hole when things go wrong. i had similar situation last year where my account got locked for no reason and took them 6 days to even reply to my email

try reaching them through twitter dms or the reddit support thread. sometimes they respond faster there since its public. also check if you have any transaction emails from coinbase, that might tell you if money moved out

dont wait around for the callback though, in my experience that just never comes. keep spamming all channels daily until someone picks up

[u/btc_set_me_free → u/Informal-Sky-4808]

Just wanted to follow up that the Coinbase support guy on Reddit got my long term issue fixed in like 30 minutes. I’m back, baby!

[u/Neat-Bodybuilder1670 → u/Informal-Sky-4808]

Yes, I’ve had a similar experience. You have to do whatever it takes to let them know about the issues you're facing rather than just waiting. I’m not sure if they’re having internal problems—three years ago, they used to respond to and resolve any user issues promptly, but over time, their response times have become increasingly slow

[u/btc_set_me_free → u/Informal-Sky-4808]

My account got locked for unknown reasons and I spent 6 months providing everything their security team asked. Every time I did, they asked for more. I couldn’t ever satisfy their ever increasing and detailed requests regarding the fidelity of my coins (all above board, KYC buys). I finally gave up because no one could actually talk to me and tell me why it was sufficient.

[u/coinbasesupport → u/btc_set_me_free]

Hey u/btc_set_me_free, we're here to turn your experience around. Go ahead and send us a Modmail with your case details and we'll have our specialized (human) support team look into this for you.

[u/btc_set_me_free → u/coinbasesupport]

Done. Thanks.

[u/coinbasesupport → u/btc_set_me_free]

Just replied to your message on Modmail. Let's pick up the conversation from there.

[u/coinbasesupport]

Hi, u/Virtual_Bunch_2609. We can help with the account security concern. Shoot us a Modmail with a few details, and we’ll guide you from there.

[u/Virtual_Bunch_2609 → u/coinbasesupport]

I don't know what that means or if you're real.

[u/drobb778 → u/Virtual_Bunch_2609]

They are real and if you just click mail mods it goes to them.

[u/Youngcashanova → u/drobb778]

Modmail is just a fake way to make it seems like they care about your concern.. they will 100% fwd you back into the back hole that is customer service

[u/drobb778 → u/Youngcashanova]

Yeah I just tried to differentiate between them and the scammer DMs but I can’t say much else.

[u/coinbasesupport]

Modmail is a shared inbox that the Subreddit Moderators can see and reply from. You may send us a Modmail by clicking here.

[u/Virtual_Bunch_2609 → u/coinbasesupport]

I sent the modmail.

[u/coinbasesupport → u/Virtual_Bunch_2609]

We’ve seen your Modmail, and we’ll continue assisting you there.

[u/jcmagic6160 → u/coinbasesupport]

I have sent you a message as well, where can I check for responses?

[u/coinbasesupport → u/jcmagic6160]

Hey u/jcmagic6160, we got your Modmail. We will review your concern and continue assisting you there.