A Binance user witnessed his assets being fully transferred out of his Binance account while seeking help from customer service, which ironically failed to provide immediate assistance.
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Abnormal Trading in Binance Account
User with 2FA Authentication
Customer Service Process too Lengthy?
Binance CEO: Investigation Underway
Abnormal Trading in Binance Account
User @doomxbt tweeted that on February 29th, he suddenly received notifications of executed trade orders in his Binance account (which he did not place). Although no withdrawals were made, various trades were executed and his assets were converted into BNB.
User with 2FA Authentication
Initially, @doomxbt believed his account was secure as he had enabled Google 2FA authentication, hardware keys (YubiKey), and passkeys.
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Customer Service Process too Lengthy?
However, during his interaction with customer service and while seeking assistance, @doomxbt’s assets were converted into BNB and fully transferred out.
@doomxbt complained that Binance customer service insisted on verifying his identity through video calls instead of promptly understanding the situation in his Binance account.
However, he was using a desktop computer instead of a mobile phone to contact customer service and did not have a webcam, making video verification impossible.
It was during this period that he discovered 158 BNB (approximately $64,385) had been fully transferred out of his wallet.
The conversation process shows that despite @doomxbt repeatedly emphasizing that “money is being transferred out,” customer service still insisted that @doomxbt complete the video verification.
Binance CEO: Investigation Underway
@doomxbt’s tweet received a huge response (millions of views, nearly a thousand comments), and Binance CEO Richard Teng also noticed the situation and commented:
“Our security team is actively investigating to determine the root cause of the issue. Ensuring the safety of user assets is our top priority, and you can rest assured that we will promptly notify you once we have any updates. Thank you for your patience, and we deeply apologize for any inconvenience caused by this issue.”
@doomxbt apparently did not appreciate this response and complained to Richard Teng about the continuous buck-passing by customer service, claiming that Binance had sent new IP login notifications beforehand and that his 2FA might have been compromised.
@doomxbt also informed Cointelegraph that Binance customer service kept shifting the blame, constantly attributing the issue to his Google account being hacked. However, his Google account had YubiKey imported, and there had been no unrecognized activities recently.
Regarding this incident, the majority of the crypto community holds a negative attitude towards Binance customer service and believes that the funds should have been frozen before the transfer.
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