My complaint:
I am writing this complaint in hope of getting back my money, and improving the terrible customer services that binance has.
This is what happened. I have made 5 neo crypto transfer to my newly created binance acct yestersay, 4th june 2021 from upbit. It took about 15 mins to receive the neo crypto at binance side. However, when i tried to send it the other way from binance wallet to my upbit wallet the same 5 neo, it did not complete and it has been the same since 9am 3th june, till now when I am writing, 12:46am 4th june. I am not even able to make any trade with the 5 neo that did not get sent. The value has now dropped so much and i cannot even trade it out, because of binance ‘s slowness.
After about 2 hours of wait, I have contacted the customer service through binance’s chat feature, and all I received is CS Kyuin has sent the request to the relevant team and working on it. Afterwards, it has been 24 hrs of me asking for situation update or walk around, and binance not even responding to my message.
So here are two things that I am very upset about in binance.
1.very slow and unclear crypto withdrawal. If it didn’t get processed or ed, at least let me use it to trade or try to withdraw again instead of holding it and forcing me to wait for whatever process that is going on for more rhan a day.
2. Unresponsive and untransparent CS personnel. It really makes me scratch my head out waiting for any update or even response from the binance CS. They do not have transparency in their cs handling. I do not even get the clear idea of what went wrong, what is happening with my crypto, and when I am ever getting it back, whose value keeps decreasing.
Txid from binance. 98efd48d3bb3163dbab7bcb154f2674c57bb3ff731507244a2a4a82347bfdf9f
Suggested solution:
1. Either cancel the transaction so i can submit again, or quickly fix the issue. It can be walkaround like giving the other crypto with similar value, let me use the 5 neo to do sth else with it, etc. I do think i deserve some compensation for the value loss of the crypto and my time, energy, and emotion spent on this single withdrawal
2. Train the cs personnel to be responsive to what the user says. It really frustrates me as it feels like i am talking to the wall.
3. Improve the CS process to be more transparent and clear, so user will have clear idea of what went wrong, what is being done, and when i expect it to get resolved.
