Hello all
We sincerely apologise for the confusion or simple misunderstanding that this situation creates. The feeling as a trader of having the funds that you requested withdrawn and not available ASAP is something we empathise with and it is certainly never something Pepperstone never wants to see its clients experience. We understand clients want fast deposits, withdrawals and execution - that is what we always strive to provide as a broker.
As an update, we have received the results from Pepperstone’s bank’s investigation (National Australia Bank - NAB) into Marlon's funds. Marlon has been notified of this investigation.
Without disclosing any personal or private information, in short, the results are that the funds left Pepperstone’s bank account two days after the withdrawal request was received by NAB (date requested: 28/9/15, settlement date: 30/9/15).
We have also been able to provide Marlon with the 'Trace Terminal ID' number which will allow his bank to trace the funds within their system.
This proves that Marlon's funds indeed left Pepperstone's account, as they should have, shortly after the request. As the funds were sent directly from NAB, and did not travel through any intermediary bank, the only possible scenario is that the funds are held up with Marlon’s bank.
Using the information provided, Marlon will be able to follow up with his bank and have them trace the transfer on their side.
Once again, we would like to emphasise that whilst Pepperstone is very sorry to see that Marlon is yet to receive his funds, we are unable to take responsibility for funds which have been misplaced by another bank for whatever reason.
We are confident, however, that Marlon's Bank will now be able to use the Trace Terminal ID along with our investigation results to promptly locate his funds.
Regards,
Mitch
In your first message you mentioned you have already provided me with trace numbers. Now on your second message you are saying the same thing. How can this be proof? I waited two weeks for your supposed full trace but nothing is different. What I expected you to give me is a full detailed back end trace something I can use to slap my bank saying hey you guys have the money. But no you have not given me a real trace just the same as before here's a number give it to your bank wow!!! At this time I do not know exactly know who is at fault you or my bank. But you guys dissapointed me by making me wait 2 weeks without a real trace and now you come back here and you say the same thing you said on your first message. If I were you I would have been ashamed to even post that here as everyone can see that you have just said the same thing the first time. At this time you have not given me sufficient evidence to get you off the hook so I have notified FOS to help mediate this situation. I am just waiting for FOS to come back and give me an official case number.
That number you gave me I did sent it to my bank again hopefully they find it if not you guys are still responsible. Numbers can easily be invented and fabricated so I don't take that as proof sorry and I'm still waiting for a full detailed trace from your company.
I will let everyone know though once my bank sees the funds and my findings if this is Pepperstone fault or my banks fault. But still I am very dissapointed with Pepperstone's supposed full trace and I waited 2 weeks for it and it is not even a real trace.
I can say one good thing about Phil Horner he is personally helping me with this problem now. And Phil said he will get back to me (again) with a real full detailed trace this time.
