In my case, I sent some ETH to "my" ETH wallet at Coinbase, received an email from Coinbase alerting me of the incoming transfer, and then - nothing, that ETH i

In my case, I sent some ETH to "my" ETH wallet at Coinbase, received an email from Coinbase alerting me of the incoming transfer, and then - nothing, that ETH is nowhere to be found except on the blockchain (it's not showing in my ETH Coinbase account, and it's not shown under transactions). Frankly, this (misplacing a transaction) is more concerning to me than delays or verification issues. Losing a transfer like that puts their whole transactional integrity into question. Again, delays (something showing as "pending", etc) I could live with, considering their recent spike in usage. But, when a transaction is simply missing, while the ones before and after it are showing in Coinbase, is scary. I agree with you that they need to handle their support much much better. The bulk of their cases (judging by the publicly visible mentions of @CoinbaseSupport on Twitter) can be handled by simply explaining the situation and telling people to wait. There are only 5 or 6 issue types that can be categorized and routed programmatically even. Instead, they are currently only responding to 0.5% (not a typo) of Support requests on Twitter (not counting DMs). I think that may be the lowest response rate I've ever seen from a company, especially a tech one.