Dear Sirs,
as I see, the issue popup again and again.
I trying to withdrawal my funds, but get status pending approval, and after canceled.
Without any comments, notification.
After I contact support team via email, they told me that they route my email to the “cashiering team” and no any feedback from them anymore.
I use the same bank to deposit and withdrawal.
I’m very disappointed the quality of support.
@uni Apologies for the issues you are having. Their are numerous reasons a withdrawal can fail and many need to be checked and handled manually. That can add delays. If you let me know your support ticket number I may be able to prioritize it in the Cashiering queue. Again, apologies for the delays.
Dear Dan,
Thanks for the prompt response.
The last ticket number: 164482
@uni I found your ticket. It appears the issue is somehow your previous deposits aren’t showing up in the Alpaca systems as a ‘Funding Source’ so, when you tried to withdraw funds, it couldn’t find a match to a previous bank account and the withdrawal was automatically rejected. I see you supplied account statements showing the same bank which should be enough to straighten the issue out. I’ve highlighted this internally and support should get back to you soon. Again, apologies.
Dear @Dan_Whitnable_Alpaca thanks for help!
The issue was solved in timely manner!
@uni Glad to hear! Again, apologies for the ‘hiccup’. The Alpaca systems can sometimes loose the banking relationship if transferred via CurrencyCloud. The automated checks therefore think the withdrawal is being made to a different account. This is known issue and is being addressed internally.