Lemme get something clear from this your claim, I do not have much patient to read all through but from the first paragraph I sensed something sensitive which in turns was the origins of your problems. First your said the account was your girlfriend account including her cell phone number right?
To me you have violated all rules, you are not in any authority to make any changes without the concept of your girlfriend or her approval. Now how did they know is your girlfriend account?
No matter any amount of claims, even though she comes up with evidence sorry to say that account might be under investigation and may rest in totally frozen.
Topic: BIG ONE EXCHNAGE BEWARE PEOPLE OF THIS (Read 114 times)
Where is your old number? It seems it's very hard for them to verify you if you are the actual owner without the old number since you never verified the KYC before(2020).
If you sent something before like an ID or video before then they could use it as a reference if you are the real owner.
If you didn't send something before that can verify you then you can't pass this where is your old phone number?
Anyway, I found this thread below it seems they do have bad reputation since before..
- Exchange Big.One scam. False trading volumes. Fake tournaments. Theft of prizes
If you sent something before like an ID or video before then they could use it as a reference if you are the real owner.
If you didn't send something before that can verify you then you can't pass this where is your old phone number?
Anyway, I found this thread below it seems they do have bad reputation since before..
- Exchange Big.One scam. False trading volumes. Fake tournaments. Theft of prizes
I have send Passport Id, Driving Licence ID, Email proof, Images showing its all me
Then I was asked to make a video of me saying I was me and I take this and that if Im a scammer.
Still they refuse to give my account back
If you had passed the KYC before, they would have been able to help you change your old phone number after you submitted the legal documents, but how will they believe that you are the owner of the main account and you claimed that the number belonged to your girlfriend or that it was your old number, Perhaps they thought, like others, that it is not your account, and perhaps an account whose email and password you stole, excuse me, I do not say that you are a scammer, but I explain to you that it is difficult for the BigONE platform customer center to help you if they are not 100% sure that you are the main owner of the account, In any case, they mentioned to you that you need to submit a new video certification with all the details and requirements they want and the declaration that you will make for yourself. After submitting this new video certification, they can help you change the previous phone number with a new one. You can try and tell us the result, and if it does not work, you should try to recover this number in any way. Then I was asked to make a video of me saying I was me and I take this and that if Im a scammer.
Still they refuse to give my account back
The format is a bit confusing, I thought it was sorted from oldest to newest at first, turns out it was the opposite. More edits would help to make it readable.
That aside, If I understood correctly, you want to change your phone number, a staff asked you to do some verification, then you get connected to another support staff, saying that since you never KYC your account before, that verification is useless and they need your girlfriend/partner permission/personal info to make an update to your account, and after that you goes back and forth with them asking what happens with the previous video verification, etc. I believe the main issue is that since you never did a KYC, they consider that account as your girlfriend's account because the phone number is not yours, and any personal data you sent to them is dismissed. CMIIW.
I don't think there is any other choice other than doing what they asked you to do if you don't want to hire a lawyer. Not to mention the cost of doing that might be higher than your account value. This is, unfortunately, the risk of using a centralized platform, most of the time you need to abide by their rules, even if it causes more trouble than necessary.
Btw, a cellphone number (in my country at least) can be recovered by the provider if you make a request for it, albeit you need to pay to do that (plus do some KYC to prove it was yours). I second the suggestion to check what potato suggests above if recovering your phone number can help you move your funds from that exchange asap.
That aside, If I understood correctly, you want to change your phone number, a staff asked you to do some verification, then you get connected to another support staff, saying that since you never KYC your account before, that verification is useless and they need your girlfriend/partner permission/personal info to make an update to your account, and after that you goes back and forth with them asking what happens with the previous video verification, etc. I believe the main issue is that since you never did a KYC, they consider that account as your girlfriend's account because the phone number is not yours, and any personal data you sent to them is dismissed. CMIIW.
I don't think there is any other choice other than doing what they asked you to do if you don't want to hire a lawyer. Not to mention the cost of doing that might be higher than your account value. This is, unfortunately, the risk of using a centralized platform, most of the time you need to abide by their rules, even if it causes more trouble than necessary.
Btw, a cellphone number (in my country at least) can be recovered by the provider if you make a request for it, albeit you need to pay to do that (plus do some KYC to prove it was yours). I second the suggestion to check what potato suggests above if recovering your phone number can help you move your funds from that exchange asap.
Since the account in question has not been verified before, I understand that the typical identity verification would not 'be enough' to prove you own the account and it doesn't look like BigOne will yield to this stance anytime soon. Plus you kinda told the support, the phone number binded is your girlfriend's AKA another person...
I suggest asking them if proving past account records would help? for instance, I remember some exchanges would ask stuff like proof of source of funds for past deposits and rough idea of the remaining balance. If you have withdrawn from a non-custodial address before and still have an access to it, you could also try signing a message. CEXs typically sends deposit and withdrawal emails, I assume bigone does the same.
I have to ask, have you confirmed with your mobile service provider that the previous phone number is completely unrecoverable?
I suggest asking them if proving past account records would help? for instance, I remember some exchanges would ask stuff like proof of source of funds for past deposits and rough idea of the remaining balance. If you have withdrawn from a non-custodial address before and still have an access to it, you could also try signing a message. CEXs typically sends deposit and withdrawal emails, I assume bigone does the same.
I have to ask, have you confirmed with your mobile service provider that the previous phone number is completely unrecoverable?
Okay guys I can only share my full email conversation so you can see how this plays out.
I have send Passport Id, Driving Licence ID, Email proof, Images showing its all me
Then I was asked to make a video of me saying I was me and I take this and that if Im a scammer.
Still they refuse to give my account back
From: Ella (BigONE)
Sent: 10 February 2023 04:01
To: A J Groves
Subject: [BigONE] Re: Old phone number in account and need to change
##- Please type your reply above this line -##
Your request (#138940) has been updated. To add additional comments, reply to this email or click the link below:
https://bigone.zendesk.com/hc/requests/138940
Ella (BigONE)
Feb 10, 2023, 12:00 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, are you saying that the account a.j..com is your girlfriend's account?
We cannot determine that it is your account just because the phone number bound to this account cannot be connected.
If it is your girlfriend's account, please ask her to prove it a..
The bound mobile phone number is hers, and we will help her deal with it after verification.
The previous reply to the email asking you to submit the video was sent because it was not verified that you did not pass KYC, please ignore it.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 10, 2023, 10:26 GMT+8
I can prove its my girlsfriends. As I used hers, she is the reason why I also don’t have it but her account is still active and she can maybe see if the old number is shown
You must understand if you call the number connected to my account your find its a dead line. Showing you also even more so I’m telling the truth. Im known by your listing team on telegram
I show ID for another john groves. The email to the account is what we are under now. Don’t you think this is all you need? You not the first exchange I did this with. Your just the 1 being this way.
Learn from your community or Bigone will never be top exchange., Only a total moron can not see im the account owner by now really, This is you acting like I have not already proven Im the account holder. Id Email screenshot of me in the listing room with your agents video of me with my id and saying what you asked me to say .
Rememeber this email
Dear A J Groves,
Thank you for contacting BigONE. This is Micah from Customer Service Support Team.
In view of your current special situation, if you need to apply for a new mobile phone number, please also provide a new video certification. The recording video certification requirements are as follows: 1. Hand-held note (write the new mobile phone number on A4 paper) + consistent with the real-name certification 2. Read out in the video: I am xxx, ID number xxx..., apply for a replacement of BigONE’s mobile phone number, and ensure that the application is for me, and the information provided is true and valid, otherwise I am willing to bear all legal consequences. Please reply to the email after the recording is completed according to the appeal request
Well I did this for you. Then you acted like you never said this to me?
Another thing my account has not been entered since 2020, only I the account owner would know this.
But still you act like Im not he..
Stop acting like a moron and start to understand how stupid you look right now.
This account is mine and only I would know the account has not traded, withdrawn since 2020..... go look and help me instead of reading a script, grow some common sense
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Ella (BigONE)
Feb 10, 2023, 09:42 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, since this account has not passed KYC authentication, we cannot verify whether you are the owner of this account. In line with the attitude of being responsible for user assets, we must confirm that it is the account owner before we can help change the mobile phone number binding.
If you can't prove that this phone number is yours, we can't replace it for you.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 10, 2023, 04:34 GMT+8
follow the relevant requirements?
I have give them to me again lets do this again for the 3rd time?
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Ermi (BigONE)
Feb 9, 2023, 22:40 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ermi from Customer Service Support Team.
Hello, please follow the relevant requirements
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 9, 2023, 22:15 GMT+8
Let me email you from my work email @libonomy.com
Give me an email to send a msg from my work email?
Im still in contact with your team so I reach out to them also.
HOW MUCH DO I HAVE TO DO TO PROVE TO YOU PEOPLE HU?
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A J Groves
Feb 9, 2023, 22:03 GMT+8
WHAT ARE YOU TALKING ABOUT THIS IS MY ACCOUNT, I don’t need to bring other people who don’t own this account.
Im Still in the groups on Telegram for listing you never reply back.
Listen to me carefully now. When a number is to be change, ID is requested and a video I H A V E D O N E T H I S F OR YOU.
STOP HOLDING MY ACCOUNT TO RANSOM,
Now I more to China Lawyers to come after you., and damages are going to be added Stress and all the problems you have caused me
Perfectic company wow super scammers. Never in my life have I seen such stupidity from staff.
You have my ID you have no rights holding my account.
Its a phone number that’s it and you acting like its a rocker missile codes.
Link will be added here for you im now going to Bitcointalk.org and all this email from you and be will be seen by the whole world and you and Bigone are history do you understand this?
Scammers HQ
Pffff
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Abby (BigONE)
Feb 9, 2023, 19:16 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Abby from Customer Service Support Team.
Hi, can you give feedback from your Libonomy team that the phone number needs to be changed? We will operate it for you after we receive the reply confirming the modification.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 9, 2023, 18:21 GMT+8
IF YOU CALL MY OLD NUMBER YOU WILL SEE ITS A DEAD LINE ( +44 7857773186 )
I am the account holder I can inform you of what asset I have in the account
LBY and USDT, a drop of BTC maybe that’s it.,
Small amounts I need to recover this account please . what more can I do ?
I given all ID shown the email is me, the line you have for me is dead go check., maybe then you see?
Antony
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A J Groves
Feb 9, 2023, 17:58 GMT+8
So HOW DO I MOVE FORWARD,?
I have done all I can for you and still you refuse to help? Is this a scam site? My job with Libonomy is SEO marketing.
I have accounts on every single crypto forum on the planet. I’m willing to share all my emails with the community and show them how you deal with your customers.
You have to support me. I have provided my ID , email passport Driving License , WHAT MORE CAN I DO?
Lawyers is the next step and I will seek damages against you, unless you act like a professional business. This is discussing behaviour.
I changed my phone. The sim I had was giffgaff, they didn’t tell me the card I used failed as I had new car, so the number was lost. I have then come to you and explained I need to change the number. You should have a protocol of asking for ID> We have done this SO WHATS THE PROBLEM?
Im getting annoyed now with you. Im the account owner ask you listing team this is a MM account for Libonomy and I work for them, only you kicked us out because of this phone issue.
Last chance to fix or im spreading this feed like wild fire. Watch and see.,
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Shelley (BigONE)
Feb 9, 2023, 08:40 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
After the verification of relevant departments, you modify the mobile phone number is not operated by the user himself, so we cannot provide you with this service. Also ask the user to come to operate.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
Rose Ann (BigONE)
Feb 6, 2023, 10:18 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Rose Ann from Customer Service Support Team.
We have reported your situation to relevant departments. Please wait patiently for a moment. We'll contact you as soon as we know anything.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
Rose Ann (BigONE)
Feb 6, 2023, 10:17 GMT+8
Request #138973 "SMS check is stopping me login d..." was closed and merged into this request. Last comment in request #138973:
Hello, I have asked for support in removing the SMS text check on my account. I have not logged in due to this reason. I will provide my Id today. This should give you no problem in changing my number to 07549856326 or disabling the SMS security layer for me to login.
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Bigone.mp4
Shelley (BigONE)
Feb 6, 2023, 10:16 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
We have reported your situation to relevant departments. Please wait patiently for a moment. We'll contact you as soon as we know anything.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 10:06 GMT+8
On my request disable SMS text for me on my account, to add my new phone number.
You have the ID and you have A video of me, this is all you require.
Thank you
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Here is my new phone account., my old was on my partners. Its been a while since I logged into my account. All I can find is this email as they don’t keep them over 2 years.
You see part the number above. I’m trying my best here to show you this is me
I work for Propersix and still in the chat room for your team on Telegram
@realtonyg
This was my account I setup to do some Market Making. As you can see your team are in this room.
If I cant login how can I do KYC to prove my account. Is there a URL on the website I can use to achieve this>?
Here is my current
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
From: Shelley (BigONE)
Sent: 06 February 2023 01:00
To: A J Groves
Subject: [BigONE] Re: Old phone number in account and need to change
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A J Groves
Feb 6, 2023, 09:34 GMT+8
I have given all my ID to prove to you? What more can I do call the police on you.?
I have Friends in China to help, I will act on you with Lawyer if you continue to act this way ?
Stop playing stupid games. I will sue you for damages if you fail to address the issues I have raised.
I have provided all I would even need to in any other normal case, YOU are acting very unprofessional towards me., I have all the history of these email do not forget this.
Enough now fix my account/problem right now.
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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A J Groves
Feb 6, 2023, 09:23 GMT+8
Here is my new phone account., my old was on my partners. Its been a while since I logged into my account. All I can find is this email as they don’t keep them over 2 years.
You see part the number above. I’m trying my best here to show you this is me
I work for Propersix and still in the chat room for your team on Telegram
@realtonyg
This was my account I setup to do some Market Making. As you can see your team are in this room.
If I cant login how can I do KYC to prove my account. Is there a URL on the website I can use to achieve this>?
Here is my current
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Shelley (BigONE)
Feb 6, 2023, 09:00 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
The picture you provided has no useful information.
Since your account does not go through kyc, you must provide your ownership of the phone number. Otherwise, we can't verify whether it's the user himself. You can provide real name authentication for the old and new mobile phone numbers to ensure that the same person belongs to them.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 08:52 GMT+8
Hello,
Right now when I go to login I’m asked for SMS and Email. I can do email but have changed my mobile number.
I have provide images and video of me with my ID and new phone number requesting you change it.
I need your support and willing to give what’s required. Is there a way to pass KYC without login in if not then I need you to change the phone number or simple just disable SMS on my account after I have given all Proofs requested already?
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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A J Groves
Feb 6, 2023, 08:44 GMT+8
I didn’t send any image ?
I said I an the account holder. Im willing do prove this too you, let me know how and what to do so I can get my account.
You seem to miss the questions I ask and only reply about a image>? SMS locked me out so I can not login.
You need to support me here?
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Shelley (BigONE)
Feb 6, 2023, 08:37 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
The picture you provided does not contain any useful information, please check.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 08:18 GMT+8
I cant not login as the SMS is enabled, I have changed my phone number before and forgetting to edit this in my account.
So I have no way to through support. So link me to a way to pass the KYC?
I CAN NOT LOGIN DUE TO SMS CHECK
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Rose Ann (BigONE)
Feb 6, 2023, 08:05 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Rose Ann from Customer Service Support Team.
Hello, you have not passed KYC identity verification, we cannot help you change your mobile phone number. Can you log in to your account normally now?
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 07:57 GMT+8
My new phone number is
07549856326
I can send my id passport or driving licence if this helps?
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Ella (BigONE)
Feb 6, 2023, 00:00 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, you have not passed KYC, we cannot verify your identity, if you need to change your mobile phone number, please prove that the mobile phone number bound to [email protected] is yours.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 5, 2023, 22:15 GMT+8
No I can not login, because I have SMS and Email layer security enabled.
So how can I do KYC when I cant login. I have done a video and you can have any id required, This has taken too long to solve already .
Asking me I I can login 10 times now isn’t helping me 1 bit. How can I login when the mobile is outdated.?
Unless you listen to me and act on that information we will never solve this>?
Turn SMS off is the first step. You asked for a video I did this. So now you ask the same question again like we never spoken before?
Come on please fix this now its getting annoying.
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Ella (BigONE)
Feb 5, 2023, 21:50 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, you have not passed KYC identity verification, we cannot help you change your mobile phone number. Can you log in to your account normally now?
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 5, 2023, 21:07 GMT+8
Okay it seems I keep getting difference staff each time and this is confusing you ., I NEED TO CHANGE MY SMS SECURITY PHONE NUMBER
I was then asked by your team to make a video, I sent the video. I made a new video and added it here
So this should end the issue. Change the SMS to my NEW PHONE NUMBER PLEASE so I can login to my account.#
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Shelley (BigONE)
Feb 4, 2023, 20:24 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
There is no information in the picture you provided. Please explain your current situation in detail. So that we can assist you as soon as possible.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
Rose Ann (BigONE)
Feb 4, 2023, 20:12 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Rose Ann from Customer Service Support Team.
Hello, can you log in normally now? First log in to https://big.one/en/kyc for KYC authentication
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 4, 2023, 20:02 GMT+8
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Laol (BigONE)
Feb 4, 2023, 08:10 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Laol from Customer Service Support Team.
Hello, can you log in normally now? First log in to https://big.one/en/kyc for KYC authentication
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 4, 2023, 06:50 GMT+8
I have sent the video for you to address my new mobile number. I have checked and the old number still remains please let me know what more is require so we can fix the old number for the new number on my account. I have sent a video as you requested ?
Kind regards
Antony
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A J Groves
Feb 4, 2023, 00:17 GMT+8
Hi, the old number is still there?
Can you change to the new and I will retry.
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
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Abby (BigONE)
Feb 4, 2023, 00:03 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Abby from Customer Service Support Team.
Hello, after verification, your account has not passed KYC, we cannot verify your identity information, can you log in to your account now?
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 23:13 GMT+8
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Ermi (BigONE)
Feb 3, 2023, 19:40 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ermi from Customer Service Support Team.
Hello, please provide the mobile phone number that needs to be replaced
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 18:42 GMT+8
Hi,
I have redone the video and saved time and size, so here you go 😊
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
antony groves.mp4
Shelley (BigONE)
Feb 3, 2023, 08:28 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
We are very sorry that for the sake of network security, we cannot click the link you provided. You are also asked to upload the video directly to this request.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 07:07 GMT+8
The file was too big to upload to my google drive, if there is another way you prefer let me know.
https://drive.google.com
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Micah (BigONE)
Feb 3, 2023, 06:33 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Micah from Customer Service Support Team.
In view of your current special situation, if you need to apply for a new mobile phone number, please also provide a new video certification. The recording video certification requirements are as follows: 1. Hand-held note (write the new mobile phone number on A4 paper) + consistent with the real-name certification 2. Read out in the video: I am xxx, ID number xxx..., apply for a replacement of BigONE’s mobile phone number, and ensure that the application is for me, and the information provided is true and valid, otherwise I am willing to bear all legal consequences. Please reply to the email after the recording is completed according to the appeal request
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 03:20 GMT+8
Hello I switch my mobile number and need to change it, let me know what you need., happy send it over
Attachment(s)
image 2023-02-02 at 19.18.05.jpg
I have send Passport Id, Driving Licence ID, Email proof, Images showing its all me
Then I was asked to make a video of me saying I was me and I take this and that if Im a scammer.
Still they refuse to give my account back
From: Ella (BigONE)
Sent: 10 February 2023 04:01
To: A J Groves
Subject: [BigONE] Re: Old phone number in account and need to change
##- Please type your reply above this line -##
Your request (#138940) has been updated. To add additional comments, reply to this email or click the link below:
https://bigone.zendesk.com/hc/requests/138940
Ella (BigONE)
Feb 10, 2023, 12:00 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, are you saying that the account a.j..com is your girlfriend's account?
We cannot determine that it is your account just because the phone number bound to this account cannot be connected.
If it is your girlfriend's account, please ask her to prove it a..
The bound mobile phone number is hers, and we will help her deal with it after verification.
The previous reply to the email asking you to submit the video was sent because it was not verified that you did not pass KYC, please ignore it.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 10, 2023, 10:26 GMT+8
I can prove its my girlsfriends. As I used hers, she is the reason why I also don’t have it but her account is still active and she can maybe see if the old number is shown
You must understand if you call the number connected to my account your find its a dead line. Showing you also even more so I’m telling the truth. Im known by your listing team on telegram
I show ID for another john groves. The email to the account is what we are under now. Don’t you think this is all you need? You not the first exchange I did this with. Your just the 1 being this way.
Learn from your community or Bigone will never be top exchange., Only a total moron can not see im the account owner by now really, This is you acting like I have not already proven Im the account holder. Id Email screenshot of me in the listing room with your agents video of me with my id and saying what you asked me to say .
Rememeber this email
Dear A J Groves,
Thank you for contacting BigONE. This is Micah from Customer Service Support Team.
In view of your current special situation, if you need to apply for a new mobile phone number, please also provide a new video certification. The recording video certification requirements are as follows: 1. Hand-held note (write the new mobile phone number on A4 paper) + consistent with the real-name certification 2. Read out in the video: I am xxx, ID number xxx..., apply for a replacement of BigONE’s mobile phone number, and ensure that the application is for me, and the information provided is true and valid, otherwise I am willing to bear all legal consequences. Please reply to the email after the recording is completed according to the appeal request
Well I did this for you. Then you acted like you never said this to me?
Another thing my account has not been entered since 2020, only I the account owner would know this.
But still you act like Im not he..
Stop acting like a moron and start to understand how stupid you look right now.
This account is mine and only I would know the account has not traded, withdrawn since 2020..... go look and help me instead of reading a script, grow some common sense
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
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Ella (BigONE)
Feb 10, 2023, 09:42 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, since this account has not passed KYC authentication, we cannot verify whether you are the owner of this account. In line with the attitude of being responsible for user assets, we must confirm that it is the account owner before we can help change the mobile phone number binding.
If you can't prove that this phone number is yours, we can't replace it for you.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 10, 2023, 04:34 GMT+8
follow the relevant requirements?
I have give them to me again lets do this again for the 3rd time?
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
A5F3A1EEA663496381AE31BF1D985765.png
Ermi (BigONE)
Feb 9, 2023, 22:40 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ermi from Customer Service Support Team.
Hello, please follow the relevant requirements
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 9, 2023, 22:15 GMT+8
Let me email you from my work email @libonomy.com
Give me an email to send a msg from my work email?
Im still in contact with your team so I reach out to them also.
HOW MUCH DO I HAVE TO DO TO PROVE TO YOU PEOPLE HU?
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
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A J Groves
Feb 9, 2023, 22:03 GMT+8
WHAT ARE YOU TALKING ABOUT THIS IS MY ACCOUNT, I don’t need to bring other people who don’t own this account.
Im Still in the groups on Telegram for listing you never reply back.
Listen to me carefully now. When a number is to be change, ID is requested and a video I H A V E D O N E T H I S F OR YOU.
STOP HOLDING MY ACCOUNT TO RANSOM,
Now I more to China Lawyers to come after you., and damages are going to be added Stress and all the problems you have caused me
Perfectic company wow super scammers. Never in my life have I seen such stupidity from staff.
You have my ID you have no rights holding my account.
Its a phone number that’s it and you acting like its a rocker missile codes.
Link will be added here for you im now going to Bitcointalk.org and all this email from you and be will be seen by the whole world and you and Bigone are history do you understand this?
Scammers HQ
Pffff
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
068912717B5F4D83A138D653E853745B.png
Abby (BigONE)
Feb 9, 2023, 19:16 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Abby from Customer Service Support Team.
Hi, can you give feedback from your Libonomy team that the phone number needs to be changed? We will operate it for you after we receive the reply confirming the modification.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 9, 2023, 18:21 GMT+8
IF YOU CALL MY OLD NUMBER YOU WILL SEE ITS A DEAD LINE ( +44 7857773186 )
I am the account holder I can inform you of what asset I have in the account
LBY and USDT, a drop of BTC maybe that’s it.,
Small amounts I need to recover this account please . what more can I do ?
I given all ID shown the email is me, the line you have for me is dead go check., maybe then you see?
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
357430CA0CF540F18E1777B77E9939AA.png
A J Groves
Feb 9, 2023, 17:58 GMT+8
So HOW DO I MOVE FORWARD,?
I have done all I can for you and still you refuse to help? Is this a scam site? My job with Libonomy is SEO marketing.
I have accounts on every single crypto forum on the planet. I’m willing to share all my emails with the community and show them how you deal with your customers.
You have to support me. I have provided my ID , email passport Driving License , WHAT MORE CAN I DO?
Lawyers is the next step and I will seek damages against you, unless you act like a professional business. This is discussing behaviour.
I changed my phone. The sim I had was giffgaff, they didn’t tell me the card I used failed as I had new car, so the number was lost. I have then come to you and explained I need to change the number. You should have a protocol of asking for ID> We have done this SO WHATS THE PROBLEM
?Im getting annoyed now with you. Im the account owner ask you listing team this is a MM account for Libonomy and I work for them, only you kicked us out because of this phone issue.
Last chance to fix or im spreading this feed like wild fire. Watch and see.,
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
F9BE2B8578524B75B96E6BE15ED21463.png
Shelley (BigONE)
Feb 9, 2023, 08:40 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
After the verification of relevant departments, you modify the mobile phone number is not operated by the user himself, so we cannot provide you with this service. Also ask the user to come to operate.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
Rose Ann (BigONE)
Feb 6, 2023, 10:18 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Rose Ann from Customer Service Support Team.
We have reported your situation to relevant departments. Please wait patiently for a moment. We'll contact you as soon as we know anything.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
Rose Ann (BigONE)
Feb 6, 2023, 10:17 GMT+8
Request #138973 "SMS check is stopping me login d..." was closed and merged into this request. Last comment in request #138973:
Hello, I have asked for support in removing the SMS text check on my account. I have not logged in due to this reason. I will provide my Id today. This should give you no problem in changing my number to 07549856326 or disabling the SMS security layer for me to login.
Attachment(s)
WhatsApp Image 2023-02-02 at 19.28.21.jpg
WhatsApp Image 2023-02-02 at 21.56.47.jpg
Bigone.mp4
Shelley (BigONE)
Feb 6, 2023, 10:16 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
We have reported your situation to relevant departments. Please wait patiently for a moment. We'll contact you as soon as we know anything.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 10:06 GMT+8
On my request disable SMS text for me on my account, to add my new phone number.
You have the ID and you have A video of me, this is all you require.
Thank you
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Here is my new phone account., my old was on my partners. Its been a while since I logged into my account. All I can find is this email as they don’t keep them over 2 years.
You see part the number above. I’m trying my best here to show you this is me
I work for Propersix and still in the chat room for your team on Telegram
@realtonyg
This was my account I setup to do some Market Making. As you can see your team are in this room.
If I cant login how can I do KYC to prove my account. Is there a URL on the website I can use to achieve this>?
Here is my current
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
From: Shelley (BigONE)
Sent: 06 February 2023 01:00
To: A J Groves
Subject: [BigONE] Re: Old phone number in account and need to change
Attachment(s)
7123C4CF12E146D584B0ECC311F9BD08.png
2AFC096EA1CE4C35B82894329DFD4C38.png
37BE5FFB0BD24837AAA4A7184E5F9542.png
A J Groves
Feb 6, 2023, 09:34 GMT+8
I have given all my ID to prove to you? What more can I do call the police on you.?
I have Friends in China to help, I will act on you with Lawyer if you continue to act this way ?
Stop playing stupid games. I will sue you for damages if you fail to address the issues I have raised.
I have provided all I would even need to in any other normal case, YOU are acting very unprofessional towards me., I have all the history of these email do not forget this.
Enough now fix my account/problem right now.
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
WhatsApp Image 2023-02-02 at 21.56.47.jpg
5300038EE0DB46838442C0F5B426BB71.png
WhatsApp Image 2023-02-02 at 19.28.21.jpg
A J Groves
Feb 6, 2023, 09:23 GMT+8
Here is my new phone account., my old was on my partners. Its been a while since I logged into my account. All I can find is this email as they don’t keep them over 2 years.
You see part the number above. I’m trying my best here to show you this is me
I work for Propersix and still in the chat room for your team on Telegram
@realtonyg
This was my account I setup to do some Market Making. As you can see your team are in this room.
If I cant login how can I do KYC to prove my account. Is there a URL on the website I can use to achieve this>?
Here is my current
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
E6E58435119F439198A1813395D482FE.png
05FEF3AE85C04F35A6A483117AEBAE63.png
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imgpsh_fullsize_anim.png
Shelley (BigONE)
Feb 6, 2023, 09:00 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
The picture you provided has no useful information.
Since your account does not go through kyc, you must provide your ownership of the phone number. Otherwise, we can't verify whether it's the user himself. You can provide real name authentication for the old and new mobile phone numbers to ensure that the same person belongs to them.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 08:52 GMT+8
Hello,
Right now when I go to login I’m asked for SMS and Email. I can do email but have changed my mobile number.
I have provide images and video of me with my ID and new phone number requesting you change it.
I need your support and willing to give what’s required. Is there a way to pass KYC without login in if not then I need you to change the phone number or simple just disable SMS on my account after I have given all Proofs requested already?
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
7E4100A496574B7FA3F0CB32587ED08D.png
A J Groves
Feb 6, 2023, 08:44 GMT+8
I didn’t send any image ?
I said I an the account holder. Im willing do prove this too you, let me know how and what to do so I can get my account.
You seem to miss the questions I ask and only reply about a image>? SMS locked me out so I can not login.
You need to support me here?
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
4E6439C47C764ABAB1F8617ACFCBF03D.png
Shelley (BigONE)
Feb 6, 2023, 08:37 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
The picture you provided does not contain any useful information, please check.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 08:18 GMT+8
I cant not login as the SMS is enabled, I have changed my phone number before and forgetting to edit this in my account.
So I have no way to through support. So link me to a way to pass the KYC?
I CAN NOT LOGIN DUE TO SMS CHECK
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
3C0D7EF86F984A1BAE3FB7DD8B5E00DD.png
Rose Ann (BigONE)
Feb 6, 2023, 08:05 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Rose Ann from Customer Service Support Team.
Hello, you have not passed KYC identity verification, we cannot help you change your mobile phone number. Can you log in to your account normally now?
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 6, 2023, 07:57 GMT+8
My new phone number is
07549856326
I can send my id passport or driving licence if this helps?
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
650A0638FD2C4FDD86EB0FF25FF9BB1D.png
Ella (BigONE)
Feb 6, 2023, 00:00 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, you have not passed KYC, we cannot verify your identity, if you need to change your mobile phone number, please prove that the mobile phone number bound to [email protected] is yours.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 5, 2023, 22:15 GMT+8
No I can not login, because I have SMS and Email layer security enabled.
So how can I do KYC when I cant login. I have done a video and you can have any id required, This has taken too long to solve already .
Asking me I I can login 10 times now isn’t helping me 1 bit. How can I login when the mobile is outdated.?
Unless you listen to me and act on that information we will never solve this>?
Turn SMS off is the first step. You asked for a video I did this. So now you ask the same question again like we never spoken before?
Come on please fix this now its getting annoying.
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
1920528E8EDE4F45913F5900E6C47D3F.png
Ella (BigONE)
Feb 5, 2023, 21:50 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ella from Customer Service Support Team.
Hello, you have not passed KYC identity verification, we cannot help you change your mobile phone number. Can you log in to your account normally now?
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 5, 2023, 21:07 GMT+8
Okay it seems I keep getting difference staff each time and this is confusing you ., I NEED TO CHANGE MY SMS SECURITY PHONE NUMBER
I was then asked by your team to make a video, I sent the video. I made a new video and added it here
So this should end the issue. Change the SMS to my NEW PHONE NUMBER PLEASE so I can login to my account.#
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
63309B4505644E398C51C672576F81B6.png
Bigone.mp4
Shelley (BigONE)
Feb 4, 2023, 20:24 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
There is no information in the picture you provided. Please explain your current situation in detail. So that we can assist you as soon as possible.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
Rose Ann (BigONE)
Feb 4, 2023, 20:12 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Rose Ann from Customer Service Support Team.
Hello, can you log in normally now? First log in to https://big.one/en/kyc for KYC authentication
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 4, 2023, 20:02 GMT+8
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
481D0AD8D9224400BF7CE5137052B0E3.png
Laol (BigONE)
Feb 4, 2023, 08:10 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Laol from Customer Service Support Team.
Hello, can you log in normally now? First log in to https://big.one/en/kyc for KYC authentication
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 4, 2023, 06:50 GMT+8
I have sent the video for you to address my new mobile number. I have checked and the old number still remains please let me know what more is require so we can fix the old number for the new number on my account. I have sent a video as you requested ?
Kind regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
A J Groves
Feb 4, 2023, 00:17 GMT+8
Hi, the old number is still there?
Can you change to the new and I will retry.
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
issue.png
Abby (BigONE)
Feb 4, 2023, 00:03 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Abby from Customer Service Support Team.
Hello, after verification, your account has not passed KYC, we cannot verify your identity information, can you log in to your account now?
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 23:13 GMT+8
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Ermi (BigONE)
Feb 3, 2023, 19:40 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Ermi from Customer Service Support Team.
Hello, please provide the mobile phone number that needs to be replaced
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 18:42 GMT+8
Hi,
I have redone the video and saved time and size, so here you go 😊
Regards
Antony
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Attachment(s)
antony groves.mp4
Shelley (BigONE)
Feb 3, 2023, 08:28 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Shelley from Customer Service Support Team.
We are very sorry that for the sake of network security, we cannot click the link you provided. You are also asked to upload the video directly to this request.
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 07:07 GMT+8
The file was too big to upload to my google drive, if there is another way you prefer let me know.
https://drive.google.com
Sent from Mail (https://go.microsoft.com/fwlink/?LinkId=550986) for Windows
Micah (BigONE)
Feb 3, 2023, 06:33 GMT+8
Dear A J Groves,
Thank you for contacting BigONE. This is Micah from Customer Service Support Team.
In view of your current special situation, if you need to apply for a new mobile phone number, please also provide a new video certification. The recording video certification requirements are as follows: 1. Hand-held note (write the new mobile phone number on A4 paper) + consistent with the real-name certification 2. Read out in the video: I am xxx, ID number xxx..., apply for a replacement of BigONE’s mobile phone number, and ensure that the application is for me, and the information provided is true and valid, otherwise I am willing to bear all legal consequences. Please reply to the email after the recording is completed according to the appeal request
It was my privilege to serve you today. I hope I was able to address your enquiry to your satisfaction. If you need more assistance relating to this issue, please feel free to contact us at any time.
Best Regards,
BigONE Customer Service Center
A J Groves
Feb 3, 2023, 03:20 GMT+8
Hello I switch my mobile number and need to change it, let me know what you need., happy send it over
Attachment(s)
image 2023-02-02 at 19.18.05.jpg
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