Consumer complaint received 2021-03-19
Company: BAM Management US Holdings Inc.
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Last week ( XX/XX/XXXX ) I tried to deposit funds into my Binance US account and it showed the deposit failed. I then tried to deposit the same amount for a second time because I thought a glitch had happened or something. The second time I tried it didnt go through again and once again said failed deposit. 

I then checked my bank account and it showed the amount I tried to deposit was taken out of my account and showing it was sent to my Binance US account. Both attempts that showed up as failed on my Binance US account showed up as pending transaction in my bank account with the money taken out of my account. This was a total of {$4100.00} ... {$2100.00} the first attempted deposit and {$2100.00} the second attempted deposit. I checked my Binance US account about 30 minutes later and it still showed the money was not in there and still said the deposits had failed. 

Because I had no idea where my money was I called the bank and canceled the 2 pending transactions to Binance US. 

The very next day and the 2 days after it let me deposit more money into my Binance USaccount from my bank account. 

Then on XX/XX/XXXX I was in the middle of a trade and as I was making the trade a statement popped up on my screen that said Binance order failed : trading disabled. I than received an email from Binance US telling me I did a charge back and in order to rectifying things I needed to deposit {$2100.00} which was the amount I tried to deposit twice on XX/XX/XXXX when it showed up as a failed deposit on the Binance US side. 

Basically, I had 7 days to put {$2100.00} back in my Binance US account or they would take further action. They said I needed to rectify my account of {$2100.00} because when I put a stop to the deposit on XX/XX/XXXX it now showed up as a chargeback to them. However, I only put a stop to the deposit because it was not showing up anywhere in my Binance US account. The deposits showed failed and the money was not physically in my Binance US account yet it showed it was taken out of my XXXX bank account. I didn't know where my money was so I put a stop to the deposit. 

My account is still suspended and I cant trade or withdraw or deposit anything. Basically they are holding all the money in my account XXXX. 

Binance US does NOT have a phone # you can call. All you can do is email them in the form of a support ticket. I did this and than I went to their XXXX customer support page and complained that this wasn't right and can they please respond to me quickly so I can have my account unlocked. 

They responded to my support ticket asking me to send a copy of my bank statements showing the deposits I tried to make on my end and also request a selfie video of myself holding my ID and proving I am who I say I am. 

I then went to their XXXX support page again this morning and said I have provided them with everything they request and they still haven't responded and my account was still locked. 

I can't trade, I can't withdraw, I can't transfer any of my coins. My account is literally frozen. All I can do is look at it. 

I then went back to their XXXX  support page this afternoon to check in on my message to them from this morning and saw that they have blocked me. 

What kind of company that deals with billions of dollars of other people 's cryptocurrency has their customer support set up so you can only email them and be dependent on their response time? 

Who are they to lock someone's account and then not communicate properly with them so it can be resolved? If there was a phone # to call I could have got all of this resolved within minutes. 

And then I follow up with them on their support page and their response to that is to block me? 

I have never had a company be so arrogant with me before. It's unbelievable.

Company response to consumer: Closed with explanation