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What does that even mean?
I don't use coinbase, so I am just making guess (that could be incorrect.)
The thought that came to my mind was, putting aside the possible bad PR (from the cnbc story) I would think Coinbase would rather have the BTC under their management vs it leaving the exchange. And therefor they may could be less then helpful in recovering an user account.
I don't know if they charge a monthly fee or not but I wonder what their abandon asset policy is and does it favor CoinBase or the customer?
To my knowledge they do not charge for anything but transactions. Been a long time since I have used the platform though.
I think there is something else going on here though. This sounds like nonsense that he can't get into his account.
Coinbase, probably just wants to keep collect fees on the account forever.