Sorry for the annoying experience - looks like the team is reviewing and will report back shortly.
You're right btw, centralized exchanges have to follow all kinds of financial regulations, and so we're often not just trying to keep customers happy, we're trying to keep regulators happy. These are sometimes in conflict, which is why I suspect the most regulated industries have lower NPS scores. In the name of consumer protection, they accidentally end up harming consumers.
Of course centralized exchanges also have many other benefits, like ensuring people don't lose their coins, acting as onramps, etc so it's a trade off.
Luckily, we have an amazing self-custodial wallet @CoinbaseWallet also if you prefer that route. And account recovery mechanisms are getting better and better there, like the Smart Wallet tech we recently shipped. As more and more transaction go from fiat-to-crypto to crypto-to-crypto, self-custodial wallets will be the primary app for many folks.
So both serve an important function, and we'll keep improving both. Again, sorry for the experience - should be resolved soon.