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 The feeling as a trader of having the funds that you requested withdrawn and not available ASAP is something we empathise with and it is certainly never something Pepperstone never wants to see its clients experience.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