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发表于 2018-3-28 17:20
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这是CBA承认错误的邮件。
I refer to the complaint you raised on 5 March 2018 regarding PayID.
I understand you received a payment via PayID. You expected the funds to be on hold for 24 hours, however, they were on hold for several days.
I am very sorry for the concern this has caused you.
I can confirm that temporarily, some PayID payments were been placed on hold longer than expected. We have confirmed that a resolution has been put through to ensure future payments do not experience a delayed hold.
In order to resolve this on existing payments, payments which were on hold for more than 48 hours were cancelled and returned to the sender. If the payment did not clear into your account, please contact the sender to ask that they reprocess the payment to you.
I sincerely apologise once again for the inconvenience caused.
If you have any questions or need more information, please contact me on (02) 9151 8537 or via email at Emma.Taylor@cba.com.au.
You can also contact the Commonwealth Bank’s Customer Advocate on 1800 832 806 (free call Monday to Friday 8.30 am - 5 pm), or customeradvocate@cba.com.au, or by writing to Customer Advocate, Commonwealth Bank, Reply Paid 88915. Sydney, NSW, 2001. More information about the Customer Advocate can be found at www.commbank.com.au/customeradvocate . You have six months from the date of this email to take your complaint to the Customer Advocate.
Alternatively, you can contact the Financial Ombudsman Service, a free and independent resolution service. You can contact FOS on 1800 367 287 or www.fos.org.au. You have two years from the date of this email to take your complaint to FOS.
Kind regards
Emma
Emma Taylor
Customer Resolutions Specialist
CBA Group Customer Relations
Phone: 02 9151 8537
Email: Emma.Taylor@cba.com.au |
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