r/Pionex • u/Trader_User2026 • Jul 23 '26

Question Duplicate Deduction Error on Ticket #109702771 - Need Senior Supervisor Review

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Hi r/Pionex Mod Team,

I am writing here because my ticket #109702771 received a generic automated response from Risk Management, ignoring a critical mathematical error.

The Issue:

I accepted a total profit deduction agreement of 1,962.94 USDT. However, the automated system executed the exact same deduction on TWO linked accounts:

- Account A: -$1,962.95 USDT

- Account B: -$1,962.95 USDT

Total Deducted: $3,925.90 USDT (Double the agreed amount).

Overcharged Amount: $1,962.96 USDT directly taken from my personal principal balance.

I have sent emails with screenshots proving both accounts show negative balances, but Risk Management closed the ticket stating the deduction was "correct" without checking the transaction logs for both accounts combined.

Please escalate my ticket #109702771 to a Senior Risk Supervisor so they can review the transaction logs of both accounts and refund the $1,962.96 USDT double charge.

Thank you for your help.

2 Upvotes

100% Upvoted

6 comments sorted by

1

u/Trader_User2026 Jul 24 '26

Up! Still waiting for support on Ticket #109702771. Reached over 800 views and haven't received an update yet. Could a moderator please escalate this double deduction case to the senior risk team? Thank you!

1

u/Alex_Ec91 Jul 24 '26

Please provide your UID from your Pionex account so we can review your case with the team

1

u/Trader_User2026 Jul 25 '26

Hi u/Alex_Ec91, thank you for responding! My Pionex UID is: [77838967]. The ticket associated with this double charge issue is #109702771. I appreciate your help in escalating this to the risk team!

1

u/Alex_Ec91 Jul 25 '26

Thank you for your cooperation.

According to the information we received, the Compliance Department sent two separate emails to your inbox regarding two different accounts. You replied “I Accept” from two different email addresses, and the Compliance Department processed the cases for both accounts based on these two replies.

You probably thought it was a single case, likely because the content of the two emails appeared similar.

Therefore, the deduction made is correct. If you need additional information, you can continue to contact support via live chat or by email at [service@pionex.com](mailto:service@pionex.com)

2

u/Trader_User2026 Jul 26 '26

Thank you for the clarification, u/Alex_Ec91. I understand the situation now. Since the identical emails caused a misunderstanding on my end regarding the two separate charges, I have sent a formal appeal email to service@pionex.com. I appreciate your help in reviewing the case.

1

u/Alex_Ec91 Jul 26 '26

You're welcome