He Yi said teams reviewed criticism and suggestions one by one and plan changes covering VIP tiers, service processes and complaint handling channels.
Binance co-founder He Yi said the exchange will make system-level adjustments to its VIP customer service workflow after receiving criticism and suggestions from users. Writing on X, she said multiple departments had carefully reviewed the feedback and reflected on it, with planned changes set to cover VIP level settings, service procedures, some personnel complaints, and gaps where some user types were not fully covered. He Yi also said communication barriers in some complaint cases handled through direct messages were tied to local instant messaging software, and advised users to use Binance’s customer service and VIP channels in the user center for better privacy protection. She added that users who are dissatisfied with an assigned account manager or customer service representative can escalate issues promptly in the app, and may also send complaints by direct message on Twitter to local staff or to her directly.