I would like to clarify that Berndale does not hold funds of any client, for any reason when proper identification has been supplied. As an ASIC regulated company, our compliance team must process each individual withdrawal request as we are required to adhere to standard AML/CTF procedures, and to ensure that the funds are being returned to the rightful account holder.
As is the case in this specific instance, our compliance team had requested details from you surrounding the supplied identification, for further investigation. Naturally, I am unable to comment on the situation within a public forum.
If you are unable, I'm able to explain what happened. You firstly asked for the copy of my passport and I sent you a photo of it; after few days (more than 3) you replied you needed a scan of my passport so I sent it. From that moment I DID NOT RECEIVE A REPLY FOR 7 DAYS - I sent you more emails during those 7 days. I can post screenshot of what I'm saying.
Our accounts team had attempted to make contact with you on several occasions using the supplied phone number, shortly after receiving your request. It appears the number supplied is invalid, and this has delayed the withdrawal process exponentially, resulting in our support team dealing with this matter via email.
The phone number provided is not invalid - I told them this by email for 3 times and it seems they still ignore this - but I'm from Bangladesh and I'm not allowed with my carrier to receive phone calls from outside Bangladesh. In fact I have a call to the to complete the verification process.
As of now, you are aware the matter is with the Financial Ombudsman Service Australia (FOS), and our dispute resolution manager is obliged to work through their protocols.
I know that my dispute is with FOS now and their protocols require that you send money back to the client if everything is in order as confirmed by you.
If you are not sending my money back you are not following their protocol and you are simply holding my money illegally.
