Undisclosed Extreme Price Impact on MetaMask Swap Case from 2021

Support NFTs
1

Dear MetaMask Team,

I am writing regarding a MetaMask Swap transaction I executed in February 2021 that resulted in a significant and unexpected financial loss, due to the absence of clear price impact warnings in the user interface at that time.

Transaction details:

Tx Hash: 0x203e7038e5d05dc25a79a5ea5fd49ca4916fa12cf3032f04bb199e46e9af14cf

Network: Ethereum Mainnet

Date: Feb 19, 2021

Swap: USDC → BNB

Amount spent: ~11,455 USDC

Amount received: ~4.59 BNB

At the time of execution, BNB was trading around $250–300, meaning this amount should have cost approximately $1,100–1,300. Instead, the swap executed at nearly ten times the prevailing market price.

The Core Concern:

The core concern is not market volatility, but the lack of disclosure. During the swap flow, to my knowledge:

No warning was shown regarding extreme price impact.

No indication was given that the route involved very low-liquidity pools.

The transaction appeared as a normal MetaMask Swap in the UI.

At that time, MetaMask Swap positioned itself as a safer alternative to manual DEX routing, and I relied on it to either find reasonable execution or clearly warn me of a bad trade. If a warning such as “High Price Impact” had been shown, I would not have proceeded.

I understand that the transaction was signed by me and that blockchain transactions are irreversible, and I am not requesting an on-chain reversal. However, this loss was caused by insufficient UI disclosure rather than an informed risk decision.

My Request:

I am asking that this case be reviewed internally by a senior support specialist. I would appreciate your assessment of whether the user protections and disclosures at that time were adequate. If any goodwill consideration is possible given the magnitude of the loss, I would be grateful to discuss it.

Thank you for your time and attention.

Sincerely,

2

Hi @jooule, in this case, it would be best to contact our support team at https://support.metamask.io/ by using the ‘Contact Support’ button, as they’ll be able to take a more in-depth look.

Once you press Contact Support, a live chat bot will appear on your screen. It will give you an automated response at first, but insist and you should be able to contact the support team. We never DM you support here, be careful!

3

Hey Karina, I contacted MetaMask Support in English about a 2021 MetaMask Swap issue, but unfortunately the response I received felt very generic and template-based. It focused on explaining basic liquidity mechanics and applied today’s UI standards, without really addressing the historical context of how the MetaMask Swap interface worked in early 2021. This was disappointing, as I was hoping for a more careful, human review of a significant issue. Has anyone here managed to get a case like this escalated beyond Tier 1 support?

4

I understand that you initially reached out to support but did not receive the response you were expecting. I recommend contacting the support team again and requesting that they create a ticket with the technical team for a more detailed review of the transaction.

I’ve already reported your case on my end, and since this involves a MetaMask swap, it’s important that the technical team takes a closer look to see what might have happened.