Jeg fremsatte en anmodning om tilbagetrækning omkring den 11. november 2023.
Jeg fulgte og blev godkendt til alle nødvendige KYC-dokumentanmodninger.
Derefter flyttede min tilbagetrækning fra afventende og var heller ikke til stede i accepteret. Jeg rakte ud for at støtte, hvem der sagde, at min e-overførsel blev afvist; noget, der aldrig er sket. Support "eskalerede min sag" og anbefalede en bankoverførsel i stedet for. Siden da har hver dag været en omløbsrunde, hvor de samme trin blev gentaget: genindsendelse af dokumenter, rekommunikation af de samme problemer. på et tidspunkt blev jeg rådet til at genindsende en bankoverførsel; formularen manglede et område til et kontonummer og andre nødvendige detaljer for en SWIFT-overførsel; Jeg blev forsikret om, at "betalingsteamet vidste, hvad de gjorde" og blot ventede på processen. Senest, som forventet, vendte betalingsteamet tilbage til mig og oplyste, at et teknisk problem resulterede i en ubehandlet swift og blev endnu en gang forpligtet til at levere mine bankdokumenter; denne gang udleverede jeg desuden en udfyldt SWIFT-formular fra min bank for at sikre, at der ikke var flere runder. Her til morgen modtager jeg en e-mail om, at de vil behandle den igen, men i modsætning til e-mailen lige dagen før, hvor der står, at den vil ske hurtigt, siger de, at det vil tage yderligere hele to dage at behandle og op til ti dage derefter. Jeg arbejder for en finansiel institution, jeg ved, at SWIFT'er kun vil tage højst fem dage at behandle. Med den konstante rundgang, to skridt frem og et skridt tilbage, virker det som om Firevegas gør, hvad de kan for at forsinke denne proces. Betingelserne i deres klageproces er sus, og angiver, at en gang eskaleret til niveau tre, niveau tre holder den endelige afgørelse, og sagen vil blive lukket. denne praksis får mig til at tro, at firevegas' hensigt er at skabe en runaround, frustrere kunder gennem klageprocessen, for derefter at træffe en beslutning mod dem under niveau 3 og i det væsentlige stjæle deres penge. Jeg har aldrig oplevet denne type runaround før, så jeg føler mig ikke sikker på, at det at nå niveau 3 vil hjælpe mig, på trods af at alle undskyldningerne er deres egne tekniske problemer.
Vær venlig at hjælpe mig.
I made a withdrawal request on or about November 11th, 2023.
I followed and was approved for all necessary KYC document requests.
Then, my withdrawal moved from pending and was also not present in accepted. I reached out to support who stated that my etransfer was rejected; something that has never happened. Support "escalated my case" recommending a bank transfer instead. Since then, every day has been a runaround, repeating the same steps: resubmitting documents, recommunicating the same issues. at one point, I was advised to resubmit for a bank transfer; the form lacked an area for an account number and other necessary details for a SWIFT transfer; I was assured that the "payments team knew what they were doing" and to simply wait for the process. Most recently, as expected, the payments team got back to me stating a technical issue resulted in an unprocessed swift and was once again required to provide my banking documents; this time, I additionally provided a completed SWIFT form from my bank, to ensure no more runarounds. This morning, I receive an email stating they will process it again, but, unlike the email just the day before stating it will occur quickly, they are stating it will take another full two days to process, and up to ten days thereafter. I work for a financial institution, I know that SWIFTs will only take a maximum of five days to process. With the constant runaround, two steps forward and one step back, it seems as though Firevegas is doing whatever they can to delay this process. The terms in their complaints process are sus, stating that the once escalated to tier three, tier three holds the final decision and the matter will be closed. this practice makes me believe that firevegas' intent is to create a runaround, frustrate customers through the complaints process, to then make a decision against them under tier 3 and essentially steal their money. I have never experienced this type of runaround before, so I don't feel confident that reaching tier 3 will help me, despite all of the excuses being their own technical issues.
Please help me.
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