A NUMBER IN THE SYSTEM, OR A HUMAN BEING WHO DESERVES TO BE HEARD?
For months, I was told by Binance support that my letter could not be forwarded to CZ or the CEO. I was repeatedly directed to ordinary customer support, even after explaining my situation and asking for a senior review.
But something changed in my latest conversation.
After I specifically asked CS Kaef to give me a clear answer about whether my letter could reach CZ or the CEO, the response changed. I was told that my case would be transferred to the relevant team. A specialist then joined the process, and I was informed that I would receive a notification after further review.
I appreciate that action. I am not claiming that my letter has reached the CEO or CZ. The screenshots do not establish that. But they do show that asking a precise question about escalation led to a different handling of my case.
So I have one question for Binance leadership:
If a customer's request can be transferred to a specialist, why was there no clear route for a senior review when he had been asking for one for months?
I am not asking support agents to break company policy. I am asking Binance to explain the difference between a normal support response, a specialist review and an actual leadership escalation.
I am one retail customer. I have been on Binance since April 2021, completed approximately 29,401 trades according to my records, and paid substantial trading fees. I have submitted a detailed account of my trading history and my financial hardship.
My request remains a one-time goodwill review of historical fees, not reimbursement of my market losses.
I do not want another automatic direction to the same support channel. I want a clear answer about who has reviewed my request and whether it can reach someone with authority to decide.
A customer should not have to spend months asking whether anyone in leadership has even seen his letter.
I am still waiting for that human answer.
#Binance #CustomerExperience #CustomerSupport #RetailTraders #BinanceSquare
For months, I was told by Binance support that my letter could not be forwarded to CZ or the CEO. I was repeatedly directed to ordinary customer support, even after explaining my situation and asking for a senior review.
But something changed in my latest conversation.
After I specifically asked CS Kaef to give me a clear answer about whether my letter could reach CZ or the CEO, the response changed. I was told that my case would be transferred to the relevant team. A specialist then joined the process, and I was informed that I would receive a notification after further review.
I appreciate that action. I am not claiming that my letter has reached the CEO or CZ. The screenshots do not establish that. But they do show that asking a precise question about escalation led to a different handling of my case.
So I have one question for Binance leadership:
If a customer's request can be transferred to a specialist, why was there no clear route for a senior review when he had been asking for one for months?
I am not asking support agents to break company policy. I am asking Binance to explain the difference between a normal support response, a specialist review and an actual leadership escalation.
I am one retail customer. I have been on Binance since April 2021, completed approximately 29,401 trades according to my records, and paid substantial trading fees. I have submitted a detailed account of my trading history and my financial hardship.
My request remains a one-time goodwill review of historical fees, not reimbursement of my market losses.
I do not want another automatic direction to the same support channel. I want a clear answer about who has reviewed my request and whether it can reach someone with authority to decide.
A customer should not have to spend months asking whether anyone in leadership has even seen his letter.
I am still waiting for that human answer.
#Binance #CustomerExperience #CustomerSupport #RetailTraders #BinanceSquare
