He Yi responded to the Binance VIP customer service controversy: The system will be adjusted to improve the service process, and it is recommended to prioritize using the platform's internal channels to file complaints.

According to Foresight News , He Yi responded to recent criticisms and suggestions regarding VIP customer service. She stated that multiple departments have read and reflected on each point and will make systematic adjustments to the workflow, including VIP level settings, service processes, and addressing issues such as insufficient coverage of complaints from some personnel and certain user types. Currently, some users are submitting complaints through local instant messaging software. For privacy protection, it is recommended that everyone use the Binance User Center customer service channel and VIP channel as much as possible. If the assigned account manager or customer service representative on the platform is unsatisfactory, the issue can be escalated promptly within the app. Complaints are also welcome via Twitter private message to local staff or the person directly involved.