Indeed! But it is not funny.
This is far less bad than the people in the article, but the Coinbase system had me locked out from May until August for an utterly trivial error - their Plaid system couldn't resolve the type of bank acct or account name, so I couldn't transfer in or out, despite having been a customer since 2015.
Opening dozens of support tickets and emails attempting to resolve the problem got either auto-responses, or generic boilerplate replies - it was literally impossible to get anyone to actually look at the problem, and I pretty much gave up.
Finally, to their credit, in August, a person actually looked at it, and had me use the old two deposits of $0.xx and tell them the amounts, and boom- I was verified again.
They would have saved everyoe a ton of trouble (and not cost me large opportunity costs) by simply having this as a fallback option on the menu. Even though it takes a few days to transfer, I prefer it to the massively insecure Plaid option anyway.
The bad UX design is enough of a problem, but their lack of support when real money is involved is inexcusable — no support for a search engine, fine, but with real money, nope. There really ought to be a law requiring specific service levels when money is involved...
If they weren't pretty much the only game in town in the US...