Consumer complaint received 2021-10-26
Company: BAM Management US Holdings Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
Hi, I registered with binance over 5 months ago. Logged in twice, just to see how it works. Left it for a while and tried to log in again, but it wasn't possible. Despite my account was verified, I provided all information my account disappeared. I have been contacting so called customer service for over 4 months now, they told me my account was hacked and used to fund terrorism, then they delete chat. Every day for past 4 months I contact them and every day they have different person talking to me and giving me different information. I told them to delete my account and they refused. Told them it has to be reported to the police they did not give a XXXX. I am exhausted and tired, stressed and this is the latest message I sent them recently : " How many time I have to be explaining one thing to random bots all the time? When will you answer questions I have been asking for over 4 months now? 
I am going to report you to financial regulator now and Police unit dealing with funding terrorism, because you state once my account was used to fund terrorism. 
You told me my account has been hacked and used for illegal activities, I asked for more details and NOW you ask me for details then delete entire XXXX chat? 
HOW MANY TIMES I told you I do not have access to my account and u told me it has been hacked so I CAN NOT DISABLE IT!!! I have been telling you over 4 months now to delete my account and every time I contact you, you ask same questions and transfer me to different people!!! 
I told you and EXPLAINED over 4 months in relation to sending you any data AT ALL is dangerous because you lost my personal data and let my account being hacked then used for illegal activities!!! 
How many times do I have to explain one thing? 
HOW MANY TIMES I have to tell you, local authority will not play games with chats and bots? I WANT YOU ADDRESS AND PHONE NUMBER NOW, so I can start suing you and Police can take care of you!!! 
STOP SENDING ME SAME XXXX NON STOP AND ASSIGN XXXX XXXX PERSON TO DEAL WITH MY ISSUE. Can you not see how XXXX frustrating it is now? 
You should have reported a breach to police long time ago yourself as my account was hacked on your side and used for illegal activities, this is your legal obligation, I have copies of chats stating this. 

You did not answer any of my questions and keep feeding me with your own XXXX, are you all bots there? 
Which one of those is your address? 

XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX Binance XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Read message from yesterday : Another day, another different person dealing with my case for over 4 months now, how stupid is this? 
1. Assign ONE person who will be dealing with my case only NOW. I am tired and sick of explaining the same thing over and over again for 4 months now. Give me a direct email address to ONE person ONLY who will be dealing with my case, this will stop me from explaining everything from the beginning to number of people who have no clue what is going on. 
2. Police want DIRECT CONTACT with a PERSON to talk to, direct email address, phone number, and physical address. THIS is the lawful way of dealing with this, your terms and conditions are way below criminal laws. Also, it is your legal obligation to report incident to the Police as my account was used for illegal activity as you stated it previously. So, please provide me details of where, when you reported this cybercrime and who is the officer dealing with it now. Absolutely no police officer will give you photos of themselves after you let my account being hacked and used in God know what activities. Maybe funding terrorism? Maybe I should report it to the police that you fund terrorism via my hacked accounts and then are not willing to cooperate for over 4 months? You are referring me to cyber crime unit while you should have already reported it to the cyber crime unit! You said you are from security team, yet you do not know where I reside and cant check my IP address? Are you sure you are from the security team? 
3. You have no postal address? What address is as company registered to? So you registered a company without a physical address? What is your DIRECT CONTACT to your legal team? I need to send you court summons and someone has to receive it. 
4. In order to make sure, we are talking to the real account owner and also to ensure the adherence to our policies, we are forced to collect your video request for the account deletion. - I HAVE EXPLAINED THIS over 4 months numerous times, yet you do not listen, go back to previous chats and READ AGAIN. 
I do not want anything from you except remove my hacked account which Binance let it happen. I want full detail how my hacked account and my data was used to for example fund terrorism. Then it was used in illegal activities ( could be funding drugs, human trafficking, terrorism, weapons, firearms ) and you do not want share MY OWN information despite laws is clear on this. 
I want to sue you and I need you LEGAL TEAM ADDRESS NOW, address I will send summons to! 4 months, can you understand it has been 4 MONTHS trying to solve one issue and your fault my account was hacked, because it is not on my end. 

If you did not understand what I wrote above transfer me to someone in charge and ONE PERSON ONLY, assigned to my case. 
XXXX '' PLEASE CAN SOMEONE HELP ME, binance was hacked on their side, then account used for funding terrorism and God knows what else. 
Regards XXXX XXXX

Company response to consumer: Closed with explanation