He Yi, the co-founder of Binance, the world’s largest cryptocurrency exchange by trading volume, has publicly addressed recent criticisms regarding the platform's VIP customer service. On June 15, 2026, the executive confirmed that the company is initiating a comprehensive overhaul of its internal workflows to better accommodate high-tier users and resolve service discrepancies. The response follows a wave of feedback from the community concerning service coverage and the efficiency of account management for various user categories.
Strategic Adjustments to VIP Workflows
The proposed changes aim to modernize the interaction between the exchange and its most active traders. According to He Yi, multiple departments within the organization have been tasked with reviewing current protocols to implement systematic adjustments. These reforms will target several key operational areas to ensure a more seamless experience for participants in the Binance VIP program.
- Modification of VIP level settings to better reflect user activity and requirements.
- Refinement of general service processes to reduce response latency.
- Enhanced coverage for specific user types that previously faced insufficient support.
- Direct accountability measures for staff members who fail to meet professional standards.
Optimizing Complaint Channels and Privacy
A significant portion of the update focused on the security and privacy of communication between users and staff. He Yi highlighted that many current communication obstacles arise from the use of local instant messaging software, which may not offer the necessary privacy protections or official oversight. To mitigate these risks, the exchange encourages the use of verified internal systems.
For privacy protection, we recommend that everyone try to use the customer service channels and VIP channels in the Binance User Center as much as possible.
Users are advised that if an assigned account manager or platform representative is underperforming, they should escalate the issue directly through the Binance App. This ensures that a formal record of the dispute is maintained within the blockchain ecosystem's primary infrastructure.
The decision to restructure these services comes at a time when competition among centralized exchanges (CEXs) is intensifying, making user retention and high-quality support critical factors for market leadership. By integrating more robust feedback loops and encouraging the use of official in-app channels, Binance seeks to maintain institutional and high-net-worth individual confidence in its digital asset management services.
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For educational purposes only. Nothing here constitutes financial or investment advice. Crypto markets are highly volatile — always DYOR before making any decisions.
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