The WORST support ever. Meet Coinbase.

[malevolent]

Given that processing KYC documentation isn't exactly a critical or time sensitive process in the vast majority of cases, I would hope for the sake of Coinbase's users that they aren't allowing remote access to their KYC documents, particularly since it isn't even Coinbase themselves who will be processing these documents but some third party they have farmed the work out to.

They might be using 3rd parties services to verify the authenticity of the provided documents, or check if the user isn't on some list, but they still probably use the provided data themselves for investigations, risk assessments etc. judging from the type of people they are and have been hiring.

[Little Mouse]

I would not say Coinbase that bad. I know that coinbase support is a very lengthy process which I have faced too but to be honest, at the end, I was happy because they have solved my issue.
However, it is not even a good idea to go with such centralize service to use crypto because we have better option than Coinbase.
 KYC procedure is one of the worst process you have to go with all the services. For me, I have recently tried with verifying my documents in currency.com and faced the same issue as your.

[buwaytress]

Never could use Coinbase because of my nationality/location, but I'm not surprised. I've experienced customer support at big boy exchanges and the one that comes to mind is Poloniex. Months of tickets never answered, I was glad I never had such a huge issue I just ended up withdrawing everything just before they started restricting accounts for kyc.

Each time a project pops up asking what's most important in an exchange? I always say it. Qualified, well trained, actually helpful customer support.

[Krislaw]

You should try and resolve whatever the issue is if you already have funds there. You should be careful during this period because there's lockdown ATM, and support can't respond as they used to. I'm sure they also left the KYC to bots which we all know might not be accurate sometimes.
Just hang tight.

[old fart]

It is really sad, this is not the first time i'm hearing same complain about coinbase, although i don't use it that much.
I use coinex to trade most of the time, support are pretty fast over there. Same as Atomic wallet, these are two crypto projects i've seen with an impressive support. Someone told me binance is good also, i hope so.

[condoras]

I used to use Coinbase not so for trading but as an online "wallet" for cheaper transactions.
Sadly I had an issue regarding a transaction that was delayed from their side, with no reason at all.
The communication with their support wasn't bad but it wasn't fast either, so I had to resend the BTC of that tx from another wallet. From this incident, I rarely use their service and I think I'm much better...

[aboutblank512]

So yesterday I received email that i can continue in verification process. I believe it is much more than 1 month since I tried it first time.

 It was successful, despite the fact that my document was rejected the same way like before (?) . I really dont understand this and lost any possible trust to coinbase.

[Lucius]

So yesterday I received email that i can continue in verification process. I believe it is much more than 1 month since I tried it first time.
It was successful, despite the fact that my document was rejected the same way like before (?) . I really dont understand this and lost any possible trust to coinbase.

It is possible that the reason for such a long process lies precisely in what other members have already mentioned, and this is a staff shortage caused by a pandemic that has hit the US pretty badly. To protect themselves from the possibility of all employees being infected, companies only work with half of their employees, while the other half is on forced leave.

Far from defending Coinbase, or any other crypto exchange - support is generally one of the weak points of their business. With the current situation, it definitely couldn't be any better.

[LeGaulois]

So yesterday I received email that i can continue in verification process. I believe it is much more than 1 month since I tried it first time.
It was successful, despite the fact that my document was rejected the same way like before (?) . I really dont understand this and lost any possible trust to coinbase.

It is possible that the reason for such a long process lies precisely in what other members have already mentioned, and this is a staff shortage caused by a pandemic that has hit the US pretty badly. To protect themselves from the possibility of all employees being infected, companies only work with half of their employees, while the other half is on forced leave.

Far from defending Coinbase, or any other crypto exchange - support is generally one of the weak points of their business. With the current situation, it definitely couldn't be any better.

Coinbase's employees are working from home now. For 2 months they created 3 levels with different types of decisions regarding the staff and depending on the location offices and how the pandemic increases. Starting from Level 1 limited to essential staff and the offices cleaning more frequently to Level 3 with all offices fully locked and all employees must work from home.
They're now all at the level 3

They post updates for the Coinbase's workers here and give them advice if they need help with mental health, social distancing etc

Coinbase is already considering as having a pretty bad support system so in the current situation it can only be worst. I'm not surprised to see @OP receiving a reply after near 1 month

[Lucius]

Coinbase's employees are working from home now.

I thought of that possibility as well, but somehow it seemed inappropriate that this kind of support could and should be done from home. First of all, I think about the security and privacy of information that employees access from their homes, which certainly cannot be considered a safe environment when compared to their offices.

In that regard, I remember an event that happened last year when someone tried to hack their exchange by sending e-mails to their staff. Consequently, all employees who are working remotely should be especially careful, because we all know that people are the weakest link in most cases.

[mrhelpful]

Just be aware of the covid19 situation have you looked into another option?

After a lengthy process I would just call it quits for them, try looking into cashapp for smaller increments since most of these crypto exchanges are based on no live chat or live phone number to talk with a real person.

I have personally gone through coinmama, of a horrible wallet confirmation prior with my kyc requirements only to still wait for a response.

I was considering coinbase if they changed how they approach customer service but apparently things are still the same with similar complaints.

[o_e_l_e_o]

I have personally gone through coinmama, of a horrible wallet confirmation prior with my kyc requirements only to still wait for a response.

I wouldn't recommend coinmama to anyone. Their privacy policy gives them carte blanche to share your data with pretty much anyone they like (emphasis mine):

We may share Personal Information with the following recipients: (i) our subsidiaries; (ii) affiliated companies; (iii) subcontractors and other third-party service providers; (iv) auditors or advisers of our business processes; and (v) any potential purchasers or investors in the Company.

In addition to the purposes listed in this Privacy Policy, we may share Personal Information with our recipients for any of the following purposes: (i) storing or processing Personal Information on our behalf (e.g., cloud computing service providers); (ii) processing such information to assist us with our business operations; (iii) performing research, technical diagnostics, personalization and analytics; and (iv) communicating promotional and informational materials, in accordance with our marketing policy (see below under "Marketing").

"Performing research, personalization, and analytics" is a fancy way to saying data mining and surveillance companies. Once such companies have your data, how many places and how many people it eventually ends up with is anybody's guess.

The best alternatively to crappy centralized exchanges like Coinbase, and the best alternative to keeping your private information safe, is to use a DEX such as Bisq or LocalCryptos.

[rexxarofmoknathal]

I've had the opposite issue with Coinbase actually, though I didn't really have a technical concern.

They verified my account within literally hours after calling them telling them it was urgent and they also provided a walkthrough on exactly how to use the site over the phone back when I was a noob.

things may have changed somewhat since then, but I continue to use Coinbase to this day because of this experience.