Consumer complaint received 2021-05-15
Company: BAM Management US Holdings Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I was using Binance.us for several years, and I have 2 factor Authentication set up on my account, Specifically I used to use XXXX XXXX. I decided to get a new XXXX on XX/XX/2021, so I was upgrading my phone from XXXX XXXX to an XXXX XXXX XXXX  XXXX XXXX unfortunately I did not know that I had to remove 2 Factor Authentication from within XXXX before turning in and erasing my XXXX, I thought that XXXX back up would transfer this data to my new phone but It turns out this a common misconception and this is exactly the same as if I lost my phone or if someone stole it. So on XX/XX/XXXX I finally made my first attempt to have Binance.us Customer service Reset my 2 Factor XXXX XXXX settings for me. I've done my Due Dilligence and this is unlike all the other Crypto Exchanges, the only way. There is no automated process like other exchanges. 
So I got no response after 3 weeks I looked at the status of my request and it was " Solved '' with only one email response, they said they were very busy and they wanted to make sure they're working on it. I waited longer and finally started trying again..I made multiple tickets All the ones specifically asking to Unlock my 2 Factor are solved automatically. They do send an Automated message as follows : Most of the tickets actually solve without giving this message : " # # - Please type your reply above this line - # # Hello, Thank you for contacting us! We've received your request # XXXX. 

Don't worry ; we can assist you manually. 

To help you with your request, please provide the following requirements to continue : Step 1 ) : Attach the same photo of your identification that was used to register your account.

Step 2 ) : Attach a selfie photo of yourself, holding the same proof of identification.

Step 3 ) : Attach a video of yourself, holding the proof of identification and repeat the following phrase : " Today is ( DATE/MONTH/YEAR ), I am requesting to reset my account 2FA for my Binance.US account associated with ( XXXX ). '' Please provide the documentation attached to this thread, or you may use a XXXX link ; we don't accept documentation within XXXX  After we verify your files, we'll authorize the reset 2FA process. Please understand that as a security precaution, we will temporarily suspend the withdraw function for 48 hours. 

We appreciate your cooperation and look forward to your reply. 

This email is a service from Binance.US. Delivered by XXXX " So I actually didn't recieve this message for the first time until the end of XXXX actually, it was very unexpected, I had been waiting like 3 months and then I randomly get this info in my email. So I decided to follow the instructions and I get the same response, It solves the ticket with no further explanation, I've been so desperate to fix this problem I don't know what else to do, I am not even sure there is a human doing this it may just be automatically set to solve this type of ticket.. if I do a ticket for another topic, there is a person who will say please file a new ticket under the correct topic, and hence, they miss the entire purpose of customer service. Obviously we are not going to let them just keep all my money in the account forever, right? 

My Account for Binance.us is Username : XXXX My name is XXXX XXXX XXXX My Address is XXXX XXXX XXXX XXXX CA XXXX It is worth noting that, I am still able to use the account through a 3rd party website called XXXX which has an api set up to control trades from the XXXX website, this means that I can, buy & Sell crypto currencies on this website however I can not transfer any money from my account to the real world its trapped. I have a concern that maybe they can see there has been activity, and perhaps that is why they solve the ticket because it looks like someone has been using it. 
So from XX/XX/XXXX till Today I'm waiting for help. 

THank You

Company response to consumer: Closed with explanation