CNBC interviewed Coinbase users across the country and found thousands of customer complaints against the company.

The interviews and complaints revealed a pattern of account takeovers, where users see money suddenly vanish from their account, followed by poor customer service from the company.

Coinbase's customer service has been primarily via email, and many customers say it is hard to reach representatives and that they have not been made whole for their losses.

Former employees say the company's customer service practices shifted over time, with representatives struggling to keep up with demand.

A spokesperson for the cryptocurrency exchange said the company is working on customer service and soon rolling out more support channels.