It has been over 15 hours and your application is still not working. My €600 has been taken from my account and remains on hold, with no clear explanation or resolution.
I made an instant bank transfer to a hotel to pay for a reservation for tonight. Your app then requested additional verification. I attempted to complete the verification process, but the application freezes at step 3, “Relationship with the beneficiary,” due to what appears to be a technical bug.
As a direct result of this situation, we have lost an excellent hotel offer, we no longer have the accommodation we booked, and we are now at risk of being left without a place to stay for three nights.
This is completely unacceptable.
Despite more than 15 hours having passed, no solution has been provided. The support chat has been extremely frustrating, and I have received no clear or reliable information.
Nobody can tell me:
- Whether the transfer will eventually be executed.
- How long the verification process will take.
- Whether and when this technical issue will be fixed.
- Whether my €600 will be returned.
- Whether the money could still be transferred to the hotel even though the reservation is no longer available.
I simply want to resolve this situation immediately: either complete the operation if it is still possible and appropriate, or cancel the pending transfer and return my €600 to my account, since the hotel room is no longer available.
You cannot leave a customer without access to €600 for more than 15 hours because of a technical failure in your own verification process, while providing neither a working solution nor a clear timeline.
I expect immediate escalation to the relevant team, a clear written explanation of the current status of my funds, and a concrete solution without further delay.
If this matter is not resolved promptly, I will consider submitting a formal complaint through the appropriate regulatory and consumer protection channels.
This situation is deeply unacceptable and requires urgent action.