Coinbase, a cryptocurrency central that now claims 10 1 M m registered users and has struggled amongst client service issues every bit it has posted rapid growth, has announced alive proper substantive back upwards for its customers. Dan Romero, the company’s vice president of operations, posted a blog on the company’s website announcing the feature.
Customers tin sack contact the company’s client back upwards at 888-908-7930.
Phone back upwards volition initially last available Mon through Fri from 8 a.m. to five p.m. Pacific time. Agents volition last available to aid amongst security issues such every bit the powerfulness to lock downwardly accounts inwards cases where customers suspect their information mightiness stimulate got been compromised.
What Agents Will And Won’t Do
Phone agents volition likewise assist customers amongst ID verification issues in addition to limit increases to their accounts.
Phone agents volition non last able to aid amongst line concern human relationship specific inquiries such every bit the condition of specific purchases or the sale of digital currency. The agents volition non respond questions close a specific withdrawal or deposit of digital currency, or amongst questions close client line concern human relationship history.
Coinbase has deployed a back upwards bot for customers to pose questions to.
For questions close verification, the client back upwards bot volition stimulate got questions close client ID cards, the ID questionnaire for States customers, non receiving SMS or text messages, credit in addition to debit cards, billing addresses, U.S depository fiscal establishment accounts in addition to European Union depository fiscal establishment accounts.
The companionship of late pledged to devote the 3rd quarter of this twelvemonth to focusing on operational excellence, scaling, in addition to an improved client experience, having struggled to scale its line concern operations every bit fast every bit it has gained users, resulting inwards multiple outages throughout the twelvemonth during periods of extreme marketplace volatility.
Complaints On The Rise
The Consumer Financial Protection Bureau (CFPB) has received a 4,700% to a greater extent than complaints about Coinbase in addition to thence far inwards 2017 than it did inwards all of 2016, the most for whatsoever cryptocurrency exchange.
Many of the complaints stemmed from the chronic outages the central experienced before this twelvemonth during periods of intense marketplace volatility. The outages coincided amongst dramatic declines inwards the bitcoin in addition to Ethereum prices, in addition to Coinbase attributed them to high traffic levels. The central has seen a surge inwards consumer demand, in addition to it has sometimes struggled to scale rapidly enough.
The Bitcoin Cash difficult fork likewise created a populace relations headache for the exchange. At first, Coinbase said it would non back upwards Bitcoin Cash, in addition to that users must take away their coins before the fork if they wanted to have a BCH air drop. However, some users complained they were unable to take away their coins inwards time, in addition to others threatened to sue the companionship for the Bitcoin Cash.
Bitcoin Cash Issues Remain
Eventually, the companionship reversed its determination in addition to said it volition integrate Bitcoin Cash back upwards past times Jan 2018, but some users popular off along to balk at having to facial expression that long to have their coins.
Users stimulate got likewise complained that the companionship does non ever respond to back upwards tickets inwards a timely manner.
CEO Brian Armstrong said the companionship has committed to using purpose of the $100 1 M m it raised during its latest funding circular to expand its client back upwards team. Last month, Armstrong announced that the companionship raised $100 1 M m during its latest funding round, giving the companionship a valuation of $1 billion to popular off inwards kickoff “bitcoin unicorn.”
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