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Our Editor's Notes on
Coinbase's Phone-Based Customer Care
Coinbase Bank is a major bank operating in the United States. It is the largest consumer bank in the U.S., which means that it
gets a lot of calls from its customers every day.
Why Do People Call
Coinbase Customer Support?
People call Coinbase customer support for a range of reasons, including:
· Opening and changing accounts
· Questions about transactions and charges
· Updating account information
· Technical support
· Addressing identity theft and fraud
· Applying for and managing credit card accounts
· Concerns and complaints about Coinbase employees
· Requests to replace lost or stolen debit and credit cards
· Beginning a loan application
· Questions about loans, including mortgages
Best Practices for
Calling Coinbase Customer Service
There are several things that you can do to improve your chances of a speedy and positive resolution to your customer service
call to Coinbase:
· Make sure you are calling the correct number for your account. Coinbase has different numbers for different types of accounts and
products, so check the website, the back of your debit or credit card, or your account statement to verify the contact information.
· Calling about technical support issues for online or mobile banking? There is a separate number for that division as well.
· Have your account number handy when you call. If you are calling about a transaction problem, have the statement in front of you so that
you can review it with the representative.
· Keep pen and paper handy, or some other way of taking notes, so that you can have a record of what went on during the call.
How Do People Feel
About Their Calls to Coinbase Customer Support?
As is usually true when it comes to large business organizations, there is a range of reports on the quality of Coinbase
customer service. While some people are very happy with the service that they have received, others complain that Coinbase phone representatives are often unable to effectively resolve
issues.
Some customers feel that Coinbase doesn't do enough to coordinate communications between the bank, the customer and third
parties when trying to fraud and identity theft cases. In addition, some customers have claimed that there is a lack of follow-through on the part of Coinbase customer support agents. An agent
might tell a customer that a situation has been resolved when, in fact, it has not been.
What Kind of Issues
Can Coinbase Customer Support Resolve?
Coinbase customer service can resolve most common banking issues, including:
· Answering questions about opening an account
· Assisting with the application process for loans
· Answering questions about refinancing or modifications
· Making changes to an account or credit card type
· Researching transactions
· Waiving fees and addressing issues of fraud and identity theft
· Stopping payments
What Can't Be
Resolved by Phone With Coinbase?
Some banking issues may require you to visit a Coinbase branch for security reasons. For example, if two individuals have a
joint account, and one of them wishes to take his or her name off the account, they must visit a Coinbase branch. If it is necessary for someone to notarize or witness a signature on banking
papers, a visit to a branch may be necessary. In addition, cashiers checks and money orders must be purCoinbased in-person.
What Can I Do If I Am
Unhappy With My Call to Coinbase?
If you hang up your phone after a call with Coinbase and are feeling frustrated because you did not get the resolution you
deserved or wanted, don't give up. You still have options and may be able to work things out with Coinbase over the phone or through another communication method.
First, if you did not take notes during your call, take some time and jot down what you remember from the conversation. This
can be helpful if you have to escalate your case.
Next, call Coinbase back. Keep in mind that not all customer service professionals have the same background, training or
personality. A different customer service representative may be able to provide a very different outcome.
If you were unable to resolve matters during your second call, consider using a different method of communication. Coinbase
offers a secure messaging system through its website. This provides a greater degree of confidentiality than regular e-mail and provides you with a written record of your communications with the
bank.
It is also possible to schedule an appointment at a branch with a Coinbase banker. This may be the best option if your
situation is complex and requires face-to-face communication to get sorted out.
A final option is to contact the ombudsmen office at the Consumer Financial Protection Bureau. This is a federal agency with
oversight over banking practices in the United States. Contacting the CFPB will not provide you with a quick resolution, but it is something to consider if your problem with Coinbase proves
unresolvable through other means.