Suspected Data Security Breach: User’s Plea to Customer Service Proves Futile as They Witness $70,000 Transfer from Their Account.

A Binance user witnessed his assets being completely transferred out of his Binance account, and ironically, this happened while he was seeking help from customer service, which seemed to be unable to provide immediate assistance.

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Abnormal transactions in Binance account
User has 2FA verification
Is the customer service process too lengthy?
Binance CEO: Investigation underway

Abnormal transactions in Binance account
User @doomxbt tweeted that on February 29, he suddenly received notifications of executed trading orders in his Binance account (which he did not place). Although no withdrawals were made, various trades were executed and his assets were converted into BNB.

User has 2FA verification
Initially, @doomxbt believed that his account was secure as he had enabled Google 2FA verification, hardware keys (YubiKey), and Passkeys.

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Is the customer service process too lengthy?
However, while contacting customer service and seeking help, @doomxbt’s assets were already converted into BNB and fully transferred out.

@doomxbt complained that Binance customer service insisted on verifying his identity through video calls and other means, instead of promptly understanding what was happening with his Binance account.

However, he was using a desktop computer rather than a mobile phone to contact customer service, and he did not have a webcam, making video verification impossible.

During this period, he also discovered that 158 BNB tokens (approximately $64,385) had been fully transferred out of his wallet.

The conversation process shows that despite @doomxbt repeatedly emphasizing that “money is being transferred out,” customer service still insisted that @doomxbt needed to complete video verification.

Binance CEO: Investigation underway
@doomxbt’s tweet received widespread attention (millions of views, thousands of comments), and Binance CEO Richard Teng also noticed the situation and commented:

“Our security team is actively investigating to determine the root cause of the issue. Ensuring the security of user assets is our top priority, and you can rest assured that we will notify you promptly once we have any updates. Thank you for your patience, and we deeply apologize for any inconvenience caused by this issue.”

@doomxbt apparently did not appreciate this response. He complained to Richard Teng about customer service constantly shifting blame, claiming that Binance had sent a new IP login notification beforehand and that @doomxbt’s 2FA might have been compromised.

@doomxbt also told Cointelegraph that Binance customer service kept passing the buck and constantly blamed his Google account being hacked, but his Google account had Yubikey imported and there had been no unrecognized activities recently.

Regarding this incident, most of the crypto community has a negative attitude towards Binance customer service and believes that the funds should have been frozen prior to the transfer.
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