You are not alone, I am also having the issue with my coinbase vault for more than a year now, still there is no sign of accessing my funds. I am also asked to complete verification by customer support even when I did when they told me the same verification required on their earlier response.
@OP move to web wallet section if possible, if you don't know how to do it then no worries I already reported it to.
Have u considered going in person to their office? If you can't get anywhere with customer support then this is an option.
I live in the UK and they seem to have an office in London so I guess I could got there if I can't sort it out through customer support.
It seems ridiculous you'd have to do that but if you live in US then you could go to San Francisco where they are based if you have enough funds locked up to make that worthwhile.
It seems like its virtually impossible to talk to a live agent in the company online or through a phone.
I don't know how to move the topic but maybe an admin can do it.