My complaint:
Case ID 76168755
Appeal ID: 20210908191311641407357150
First of all, I would like to say that I have already gone through several stressful moments related to order cancellations in these 9 months operating at Binance.
On 2 occasions, I felt especially injured and reported the case to the support team, where I was assisted, but they never made any refund to me because they say that this problem does not exist.
The second time this happened, the amount would be on unrealized profits due to errors on the site and I was offered a VIP subscription.
Yesterday, on 09072021 (a very volatile day for cryptocurrencies, Binance’s website was crashing a lot due to price changes) my third case reported to support about this issue happened.
On that day, I performed a SHORT operation leveraged on ADAUSDT and immediately canceled the order (well before it was executed) and exited the app.
A very short time later, I reopened the application and there it was, again, the executed order. As I was at slight undue loss at the time, I contacted Binance support right away and asked them to check the situation. For me it was, once again, the said problem with canceled orders.
PS: There have been several other times, but as I had no damage, I never reported. I noticed, talking to colleagues, that this same problem was happening with other users operating on the isolated margin and making automatic loans.
The service forecast was 5 minutes, so I spoke in the chat about what it was and that I would not move any position waiting for the support team to be positioned (following guidelines to detect bugs, report them and hope that the technical team could solve it), who could then 1) refund my coins in case of a bug or 2) guarantee me it wasn’t a bug and tell me to close the positions manually.
It turns out that I was attended by a Brazilian team, who saw my messages and said nothing, only that my case was under analysis and would be forwarded, which gave me more confidence in what I was doing (waiting quietly while the bug was detected).
OVER 5 HOURS passed when I was answered (in English!) by an American saying that no bugs had been detected (very convenient for them) and that I should not have stopped operating waiting for support ation (detail, by that time 90% my position had already been liquidated).
Now, I’m in a state of pure anxiety as I trusted Binance’s support team completely and in my certainty that I was doing what was right at the time for me and the site, and I took a huge loss as a result of this development.
Therefore, I filed a formal refund request after a lot of struggle with support (and some degree of harshness on the American’s part).
Suggested solution:
Cancel the order by refunding my losses.
