Consumer complaint received 2021-05-09
Company: BAM Management US Holdings Inc.
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Wrong amount charged or received

Complaint:
I believe it was XX/XX/2021. I logged onto binance.us on my home computer. ( I had been using the mobile app. ) I set up ACH transaction as it said it would be faster then debit or credit card. I wanted to purchase {$250.00} worth of BNB. ( Which at the time was XXXX ) I set up the transaction like i had previously done successfully on mobile with a debit card. When i clicked to complete the transaction a bubble popped up with the words " try again later '' in it. So i waited a few minutes and tried again. I dis this 4 times and every time i received a message saying try again later. So seeing that was not going to work I used my Debit card to purchase the BNB. I started a ticket that night just in case something went wrong and those transactions went through. As it showed them transactions as pending when i checked later. I will include a picture of that original ticket. I called my financial institution on monday XX/XX/2021 and explained to them what happened. They said they could not see anything as of that time but given the circumstances they could return the charges if they did show up later. The next day XX/XX/2021 all 4 charges showed up in my account. 2 out of the 4 went through as I had money to cover them. The other 2 went through but overdrew my account. After talking with my financial institution I decided to return 1 and keep the other 3. I went and signed the necessary paperwork to return the 1. Assuming everything was fine. I went and continued using my BinanceXXXXus  account. I transfered the transaction i made with my debit cars off binanceXXXXus to my trust wallet. I sold XXXX XXXX to make other transactions i had wanted to make. Leaving XXXX XXXX as well as over {$250.00} US dollars in my BinanceXXXXus account. So there was enough USD and enough BNB to cover the 1 returned transaction. Depending how they wanted to take it back. Now I am assuming when they received the 1 that was chargeback. They disabled all of my trading. As well as locked my ability to withdrawal for risk management. Which I can understand for a couple days to male sure everything is straightened out. Even though it was not my fault their system said try again later. I know they have to make sure I have what I paid for and they got what they were owed. This whole time I have not heard anything from Binance.us I dont feel i should owe any fees. Even if I do I have not received any communication from them as to what I did wrong or what I need to do to restore my account. At this point I have potentially lost money as i could have traded some of the assets I have in my account when they were worth more then they are currently. Or for whatever reason. If I needed to withdrawal this money for anything I am unable to. This if very unprofessional. I am one of many experiencing these issues. With little to no help from Binance.us. I believe i have included everything here. I have done everything suggested by others to get help. I was told to try XXXX and XXXX amongst other sites and things. I created accounts and have tweeted and added my name to any lists or anywhere I could possibly find to get help. This is unacceptable of a place holding people hard earned money hostage because they have poor customer support. They still to this date. XX/XX/2021 have not sent me anything other then confirmations that they received my ticket/s. I found out that XXXX closed the subsequent tickets and marked them solved leaving just the original. Which would be fine if anyone at all had even let me know they were at least looking into it. Instead they have time to close 3 tickets as solved but not even look into the original ticket. Or let me know they are aware and are working on it. I did not take pictures of when it said try again later as I did not think this would ever be a issue. I have invested a fair amount of time and energy into getting this resolved i just want access to what is mine. That i paid for.

Company response to consumer: Closed with explanation