There are many stories like this. And worse. Coinbase has been great for getting average non Technical users into crypto with their ease of use and mobile app. But they are worse than the banks people complain about. And with none of the actual benefits the big banks offer.
The reality is coinbase has no legit customer service or the support either doesn't care or can't do anything. They overcharge and blame others. They hold money for months. Their shift card partner is another terrible company in itself and money seems to disappear or charges get denied and you have to delete and reinstall and configure over and over.
The sad reality is coinbase could have pushed crypto and blockchain to the masses in a great way, instead they are just more overlnflated egos from wall street who founded a company and created a wall street like company without the wall street benefits.
Stay away from Coinbase.