I’ve used them for years, and fortunately haven’t had to use customer service. I’ve had to use customer service with other exchanges. It usually involve email communications. I’ve never lost a penny with any, but my son took a hit when Mt. Gox went bankrupt.
I have been using them since 2013. Almost weekly. Never an issue. My email got hacked a couple of weeks ago. Then my phone. So I had them “deactivate” the account so I could verify my identity before reactivating. It should be a simple procedure. You cannot “call in”. You have to do it all be email.
The proble is they are so overwhelmed they have no staff.
I built customer service for web banking for a major retail bank. They are not training their people. What their staff does is send out the same few messages in response. Then they force you to have to write back. Then they close the case. Only when you re-enter a case does it get escalated.
The result is that they are forcing themselves to wade through 5 to 7 times the case load. If they had enough agents to handle this load, these issues would be easy to fix.
The biggest problem is the influx of customers who have no idea what they are doing...operating in a system that makes sense to geeks, but no real customers.
On the other hand management has delusions of being the investment bank for Bitcoin. They have dollar signs in their eyes. And that is where their focus lies.
The company has a chance to be the AMAzon or Apple of this space. But they need to bring in people who know what to do to facilitate large scale growth issues.
I wish them luck. They are foundering in some rough seas.