When calling Coinbase for questions or concerns, existing customers are given a variety of options to reach a representative but new customers are hardly able to do so. As a newcomer to cryptocurrency and digital encryption payments, I called Coinbase for more information on how to get started.
An automated recording greets callers with several choices for accessing assistance including filing a complaint, gaining access to locked accounts or seeking help with a Coinbase card used for spending crypto. The automated message also suggested callers visit the Coinbase website for other questions or additional support. Even though I don’t currently have a Coinbase account or card, I selected the option for accessing card assistance to see where it led.
Another automated message offered more selections for Coinbase card support ranging from reporting a lost or stolen card to activating new cards. The message also stated I could press 0 at any time to speak with a representative so I chose this option. After being transferred to another department, the automated system notified me that Coinbase agents could only help with card support issues and no other requests. Once again, I was directed to the website for further help or to set up an account. I decided to stay on the line to see how far I could get.
However, I was prevented from proceeding once the system required my phone and account number. Without that verification, callers can't get very far within the system. However, I decided to enter in my phone number and see what other options may be offered. But was told the information provided didn't match the Coinbase records, therefore I couldn't be connected with a representative. The call returned to the original main menu and I followed the prompts again to reach a rep but my attempt failed. The automated system once again directed me to the website where I could read their list of frequently asked questions so I decided it was time to go online.
Once there, I noticed the website offered a chat box, which led to their virtual assistant. Unfortunately, I was required to first sign in before any support or help could be given. This all proved to be a frustrating endeavor, as I was on the phone for at least 15 minutes and unable to access help online without an account. The website offered some explanation on how to set up an account but it would be nice to chat with a rep before making the decision whether to pursue a crypto portfolio with Coinbase.