Background
Our customer transferred funds to his bank's trading platform, expecting an immediate transaction. Unfortunately, the transfer did not go through as expected. After waiting 10 hours with no confirmation, the customer contacted the bank, only to be informed that they could not locate the funds. This caused significant concern, as it took over two days for the bank to resolve the issue, leaving the customer anxious about his finances.
The bank initially refused to offer any compensation, arguing that no financial loss had occurred. However, we contended that the customer was deprived of the opportunity to make a timely trade, potentially missing out on financial gains. The fact that the funds were eventually located did not mitigate the inconvenience and lost opportunity.
Outcome
The bank agreed to provide a €300 goodwill gesture as compensation. According to our commercial model (20% of the total value), if this had been your case, you would receive €240, with our fee being €60. The issue was resolved in under two months.
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