Coinbase’s Apology: ‘We’ll Try Harder… Probably’

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Coinbase has faced weeks of anger from users who say the exchange is slow to respond when they need help. Reports have revealed that frustration grew even louder after a major data breach exposed sensitive details of more than 69,000 customers. Now, the company is promising to change how it handles support. 😤

Four-Pillar Plan To Fix Service

Senior Director Wes Griffith admitted that customers have not been satisfied. He announced a four-pillar strategy aimed at repairing the relationship with users. 🤷♂️

The first step is to catch problems in the product itself before people need to ask for assistance. Because nothing says “we care” like solving issues you didn’t know you had. 🤔

The second step will push more automation and self-service options so simple problems can be solved without contacting an agent. Because who doesn’t want to spend 20 minutes navigating a chatbot to learn how to turn off their account? 🤖

The third part of the plan is to make it easier to reach a real human when needed. Many users have complained about getting stuck in loops with chatbots, repeating their issues without getting real answers. It’s like talking to a wall… that also charges you for the privilege. 🧱

The fourth pillar focuses on live support quality, with training and better tools promised for staff. Coinbase says fewer transfers between agents are already helping customers get their issues solved faster. Because nothing says “we’re listening” like transferring you between five agents before finally giving you a 10-minute wait. ⏳

We know customer support at Coinbase has been criticized. We hear you, we are consistently improving and want to bring you along the way.

Here’s how we’re making it happen:

1. Saving customers’ time by fixing product issues early and removing roadblocks before they turn into…

– Wes-G.eth (@jwesgriffith) September 19, 2025

Data Breach Fueled Anger

The backlash reached a peak after a TaskUs employee working for Coinbase was accused of stealing and selling customer records. Imagine a librarian stealing your library card and selling it to a book club. 📚

According to reports, as many as 200 customer files a day were photographed and offered for sale. Names, phone numbers, emails, and even government ID images were taken. It’s like a thief took your wallet, your passport, and your childhood memories. 😬

Coinbase has stressed that no passwords, private keys, or funds were touched. Because nothing says “we’re secure” like telling customers their data is safe… while your neighbor’s cat is now using your credit card to buy catnip. 🐱

The company ended ties with those involved in the breach and is working more closely with law enforcement. It is also moving toward creating a US-based customer service hub, a move that could help cut reliance on outside vendors. Because nothing says “trust us” like outsourcing your problems to a different set of strangers. 👥

Early Signs Of Change

Based on the latest numbers, customer satisfaction improved by around 20% in August compared to the previous months. 20% better? That’s like saying a broken toaster is “slightly less likely to explode.” 🔥

The rate of contact transfers, when a customer’s case is handed off between agents, has dropped to about 10%. Coinbase says these early results show progress, but the effort is far from complete. Progress? More like “we’re not entirely incompetent yet.” 🤞

Security and service remain under the lens. Regulators are still investigating, and users continue to question whether the changes will hold over time. Many customers want to see faster response times and more transparency on how issues are tracked. Because nothing says “we value you” like a company that’s still figuring out how to answer your email. 📩

Coinbase’s promise is simple: listen more closely and respond faster. Whether the company can turn that pledge into lasting improvement is something both customers and regulators will be watching closely. Like a hawk. Or a very annoyed user. 👀

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2025-09-22 02:26