Consumer complaint received 2021-10-24
Company: BAM Management US Holdings Inc.
State: FL
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 have an account on BinanceUs.com since XX/XX/XXXX and I buy and sell cryptocurrencies on this exchange. About 3 months ago, in XX/XX/XXXX, I attempted to log in and wasn't able to do so. I reached out to them and I was informed that my account had been deactivated, as per my request. I found that very strange since I had not made such request. I put in a ticket requesting a correction and my account to be reactivated. I emailed them a dated picture, holding my driver 's license, along with all the documents they had requested. My account was then reactivated on XX/XX/XXXX. 

On the very next day, XX/XX/XXXX, my account was once again blocked. I attempted to log in and was informed my account had been disabled. Once again, I put in a ticket with their customer support requesting my account to be reactivated. I didn't get any answers, and I continued filling new tickets requesting my account to be reactivated, and requesting an explanation. 

I received automated replies to every ticket I had filed. These responses came via system bots sent by " XXXX ''. After forty days, on XX/XX/XXXX, I was informed that my case was being reviewed by their Back Office, and that I would be contacted with more information when available. I continued sending emails asking for further explanation. I needed to know why my account had been deactivated and how to reactivate my account. A month later, on Friday, XX/XX/XXXX, I received an email, this time from a different sender ( XXXX ) requesting my identification ( driver 's license ) and a bank statement, registered with the BinanceUs, as proof of residency. Since this was an unknown email address, it ended up in my junk email, and I didn't know of it existence until the XXXX, when I was randomly checking my junk folder. That is when I realized that another email from this same sender, was received on XX/XX/XXXX, less than 24 hrs later, letting me know they were awaiting for the documents previously requested. At XXXX of XX/XX/XXXX, less than one hour later, another email was received indicating my case had been closed as resolved ( see below ) " Binance US XXXX Fri XX/XX/XXXX XXXX PM Please send your identity document and a bank invoice to verify your account. 
BinanceUS '' " Binance US XXXX Sat XX/XX/XXXX XXXX XXXX  When we did not receive a response from you, we closed the case as resolved. 
We are sorry for the loss of your funds. 
BinanceUS Support ^XXXX '' Upon finding these emails, on XX/XX/XXXX, I immediately replied explaining what had happened. I then resubmitted all the documents I had previously sent numerous times. I then received the following answer, via email without a signature. 
" Binancian, We have informed you that the case has been closed.

If you have another question, reply to the email, and do not send spam messages on our platforms about the same ticket. 
BinanceUS '' I have all the deposit slips from bank accounts from XX/XX/XXXX to XX/XX/XXXX. I also have all the necessary documentation for my personal identification with BinanceUS. My personal contact information have not changed since I opened my account with BinanceUS : home address, green card, email address, phone number, bank accounts, including my BinanceUs password are the same. Only my driver 's license was renew in XX/XX/XXXX and I even have the XXXX authenticator ( XXXX ). All properly registered in BinanceUs. There is plenty of evidence that I am who I say I am. I have never made a deposit other than through my bank accounts. I am really stunned by this whole inexplicable situation. I spent 2 months begging them to respond and to assist me, and when they finally replied to me, it was done over the weekend, from an unknown sender ( knew email address ). I was given less than 24 hrs to respond, before being informed that my account had been deactivated, that I had lost my funds, and that my case had been closed as resolved. 
It makes no sense and violates all my rights as a consumer.

Company response to consumer: Closed with explanation