These are the results you can expect when outsourcing support and access to sensitive information to the lowest bidder.<p>There are tradeoffs when shaving small percentages off operating costs by eliminating staff where your customers are. This goes for software development and product management as well.
>The hacker stole customer names, email and postal addresses, phone numbers, government-issued identity documents, account balances, and transaction histories<p>The nature of crypto currency's irreversible transfers, sort of anonymity, and criminals fondness for it seem to make this a perfect storm for attacks on exposed individuals.
If you're not part of the 69k, consider yourself lucky, and move your money out to a cold wallet before you become a part of the next hack. The last thing you want is to be extorted under duress.
Their support department must be quite understaffed too and heavily <i>amplified</i> by AI. I've had multiple lengthy interactions with them since Sunday due to a bug that has lost me money (yes literally, see [1]) and I am saddened by the low quality of their responses.<p>First time I run into an AI-replaced-humans wall, and it gives me a very uneasy feeling for the future.<p>[1]: Sent 0.05 BTC from personal wallet, Coinbase acknowledges transaction, blockchain confirms transaction, two days later transaction disappears from the Coinbase UI, I now have no money and no coins.<p>I wish shibboleths were real (<a href="https://xkcd.com/806" rel="nofollow">https://xkcd.com/806</a>) so that I could stop wasting time with chatbots and would instead be able to file a bug on Coinbase and get to someone who would read logs.