While attempting to retrieve my late father-in-law's Coinbase assets I had a sketchy, uncomfy call from an actual @coinbase phone rep that left me feeling like Coinbase refuses to invest in an actual customer service solution for their users. My spouse's father passed away a few years ago and we are trying to retrieve his Coinbase assets. We found the help article and got the documents prepared. It then told us to either live chat or call. Recent horror stories of Coinbase live chat (and personal experience) had me decide to pick the callback option. Our phone rang and we were connected to a rep within the first 2 minutes! Awesome! Then the issues. We could barely hear the person on the other end. It sounded like a factory and call center combined. We turned our phone on max and could hear enough to continue. We said we wanted to access the assets of a deceased family member. He asked for a name of the account we wanted to access and we gave the name of my FIL. He then asked for the email of the account. I asked if we needed to access his email to get access to the account and he seemed confused and said yes. He then had us repeat the name again. I reiterated what we were trying to do and in more confusion he asked for my account. He did not seem like a native English speaker, which is fine when it's a call with no background noise, but this was . At no point did it seem like he knew what we were trying to do and I was worried that this wasn't a legitimate Coinbase interaction (even though they called us after we sent the request online). We ended the call because I was concerned my account would get locked if the rep sloppily put our request in the system and it flagged as potential fraud. It's really tough when dealing with a deceased family member's financial assets and the current flow for retrieving them from Coinbase makes me upset. I assume because of my follower count someone from Coinbase will handle my issue, but that doesn't fix the overarching customer service issue and those locked out of their accounts or unable to retrieve deceased family member's crypto for years. @brian_armstrong: can you give public, concrete plans and timelines on how customer service for Coinbase users will improve so I can feel safe to work with Coinbase to get my dead family member's crypto? I encourage you to make a fake dummy account and talk on the phone with Coinbase support for a simulation of my issue and see if I'm right to be upset.