Well, he did so by raising a public fuss about it, that much seems obvious. The OP of this thread seems (quite reasonably) to be attempting to achieve the same outcome by the same method.

Taking this OP’s claims at face value, it seems like the support person quoted was trying to be helpful (or at least empathetic). Unfortunately, on a basic customer-service level, the response fails spectacularly.

I fail to believe that a company such as coinbase would neglect to have some mechanism where staffers can escalate support tickets (as is apparently being claimed). Jeez, it doesn’t even have to go directly to the CEO skipping all intermediate steps: just bump it up the chain!

That CEO intervention should be necessary to achieve basic customer satisfaction is crazy to begin with. Either empower the hierarchy to solve problems, or give them access to someone who can.

OP did you try emailing brian@coinbase.com directly? (I’m not revealing any information here that a quick googling doesn’t).