I just received a reply from Skyline brokers.Here it is:
Dear Mr Pouya
Let me introduce myself, my name is Matt McCoy , the head of Client Services in the USA.
Your case was assigned to me directly for special handling.
First, I'd like to apologize for any frustration you might be facing regarding your withdrawal and let me assure you that your concern is my personal priority.
I did some investigation regarding your case and seems like the delay as it was mentioned to you is from the bank and not from our side.
I also understand that this is the least of your concerns at this moment but let me assure you that we have been in continues communication with our bank in regards to your case.
The response you received from the Client Services department is the latest update any representative might see on our system. Every time you submit a new request or inquiry, it gets forwarded to a special department for follow up so they can respond with confirmed information. From this point on, I'll be responsible of your case till it is resolved and you are completely satisfied.
Since the last response of CS to you on the 10th, we have been working hard to resolve your case. Let me give you an outline to the progress done and I apologize for the extensive details:
May 10th: Last response
May 10th: Case forwarded to get an update
May 10th: Case was assigned to special handling
May 11th: Another contact was made with the Bank meanwhile the transfers department was closed at bank due to the weekend.
May 11th: An email was sent to the specific department handling the transfers at the bank
May 12th: Company and Bank are closed
May 13th: A follow up call and email were made to the bank
May 13th: A response received from the bank stating that an amendment needed to be issued for the swift due to wrong address on our records
May 13th: A verification was done from our end and records looks matching from our side
May 13th: A response was delivered to the bank with the findings
May 14th: Instructions received from the bank to deliver a letter stating the findings
May 14th: The letter was issued same day and was faxed to the bank
May 15th: The bank requested the original letter to be delivered to the bank
May 15th: To expedite the process, we have delivered the letter in person to save mailing time
May 15th: We are still awaiting bank response to confirm the transfer
It is very strange that the bank keep insisting that records does not match, please do me a favor and verify that your bank records matches the account information.
Please also note, that all the steps mentioned above are done thru our back office that is working very hard to resolve your case. I apologize again as CS does not have access to the backside details of your case as it is showing PENDING on our system. I'll be able to help you in the future regarding this matter and as explained your case is my priority.
I'll follow up tomorrow morning with the department handling your case and will do my best to get a response from the bank in a timely manner.
Please send your inquiries to
CS@SLBFX.com but please be sure to reference your case # to the Subject of the email so it gets to me directly.
Your CASE #156323-BAC
I understand your frustration but it really disappoint me personally that while we have been working very hard to resolve your case, you start a thread with FPA that hurts our reputation. We will not respond to the thread at this time, we will resolve your case first and we will be looking forward to your good review.
We appreciate your business.
Regards;
Matt McCoy
Head of Client Services
