I had the same experience. Got locked out of 2FA, spent two weeks waiting for a reply from support, only to be told that I should just make a new account. Unfortunately I haven't found an easier option for buying BTC.
I had the opposite experience, though this was before Coinbase created/supported recovery codes for 2fa. My phone with the 2fa app bricked and it was a painless, one-message exchange with Support to work around it, completed in < 1 business day.
Correction, there is no support. I have a bit of money permanently locked in a coinbase account because their support does not reply at all.
At some point I will just have to convert it all to BTC and send it elsewhere. Caveat Emptor.