Hej,
Det omtvistede afsendte beløb er 2636,58 eur
Jeg indsendte en tilbagetrækning den 31/10/2023, hvorefter den blev vist som behandlet med succes den 01/11/2023. Jeg fik at vide, at det ville tage 3-5 hverdage, før sepa-betalingen blev foretaget til min britiske bankkonto, ingen penge er blevet modtaget. Jeg har ringet til min bank, og de har sagt, at der ikke er nogen indgående betalinger. Min bank har anmodet om sporingskoden/referencenummeret for denne sepa-betaling, så de kan spore den, men Rolletto bliver ved med at ignorere min anmodning om dette via e-mail. Jeg har også kontaktet "Bankera" pengeinstituttet, som Rolletto bruger til at handle som Santeda International BV, de rådede mig til at bede Rolletto om at kontakte dem, igen bad jeg via e-mail om Rolletto om at kontakte deres bank, min anmodning blev ignoreret. Alt jeg får tilbage er
"Vær hilset ,
Vi kontakter dig vedrørende dit spørgsmål om tilbagetrækning.
Vær venligst informeret om, at din transaktion blev gennemført.
Hvis du har spørgsmål vedrørende tilbagetrækningsproblemet, er du velkommen til at kontakte os til enhver tid"
De har sendt mig en pdf, der tilsyneladende viser betalingen som afsendt, men vil ikke give mig sporingskoden, så min bank kan se, hvor betalingen er endt. Se vedhæftede.
Hello,
The disputed amount sent is 2636.58 eur
I submitted a Withdrawal on the 31/10/2023 after which it was showing as processed successfully on the 01/11/2023. I was told it would take 3-5 business days for the sepa payment to be made to my UK bank account no funds have been receieved. I have called my bank and they have said there are no incoming payments. My bank have requested the tracking code/reference number for this sepa payment so they can track it however Rolletto keep ignoring my request for this via email. I have also contacted "Bankera" the banking institution which Rolletto use trading as Santeda International BV they advised me to ask Rolletto to contact them, again I asked via email for Rolletto to contact their bank my request was ignored. All I get back is
"Greetings ,
We are contacting you regarding your withdrawal issue.
Please be informed that your transaction was completed successfully.
In case you have any questions regarding the withdrawal issue, please feel free to contact us at any time"
They have sent me a pdf apparently showing the payment as sent however will not provide me with the tracking code so my bank can see where the payment has ended up. Please See attached.
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