Long time customer of CB. I had a great experience thus far, but haven't been active on them in the last 18 months. Tried to get a family member signed up, their account funded, and some trading accomplished. Phew! The customer support has gone down hill in the form of 4 to 5 days to respond, and when the response finally arrived it was wholly inadequate to solve the issue, which would require a us to reply, triggering another 5 day wait. They were also not very friendly/human in their communications.
Tried Gemini, and it was night and day. Same day or next day responses. Friendly communication. Concise answers. Quickly established account, got it funded within 24 hours, and executed a trade. Family member is pleased.
You'll find the same situation over at Binance. All of these exchanges (even Robinhood who just updated a ticket I opened weeks ago) buckled under the load of the increased participation.
We're in a huge bull run for an emerging asset class with little institutional support. Since no can ever perfectly predict when the herd is going to start to stampede, it's not at all surprising that the exchanges have been overwhelmed by support requests.
They locked my account with no explanation for over 2 months now. Customer support has been extremely slow to respond, and they said they would hold a security interview in 1-2 business days to have my account unlocked... this was 5 weeks ago, with no response since.
Worst support I've ever experienced, I honestly don't know how this is legal.
If they weren't IPO'ing I would've assumed they were insolvent.
Have a look at Reddit to see what's going on with this company:
https://www.reddit.com/r/CoinBase/new/
It's not ok to brag about your business when many of your customers are in deep emotional stress because you mess with their money.