How can customer support operate without knowing anything about the customer?
Without the right details the customer support people don’t get entry into the customers account details.
Banks have been doing this for 30+ years..
“Give a man a gun and he can rob a bank, but give a man a bank, and he can rob the world.”
That there are more options than holding your hands up and arguing the company couldn't have done anything further in terms of implementing effective controls.
The fact that they keep blaming overseas customer support is pure blame shifting - you still hired someone and gave them access to all this data, Coinbase!
If they didn't say this, there would be pitchforks out about not giving enough information.
This is overlooked most places but if you examine around the time the FATF finally pretty much eliminated bearer bonds, bearer stocks, and large bank notes was exactly the time crypto really took off.
You can receive crypto privately to your own wallet without sharing PII, without any exchange.
Plenty of exchanges don't know their customers, and in fact that is how they get their customers.