Over-subscription for Online Account Access

Problem Description

This issue occurs when clients or investors accidentally pay more than required for online account access and request a refund.

⚠️

This could be as a result of attempting to subscribe in advance for multiple years.

Step-by-Step Resolution

1. Broker or investor sends an email to our contact center with the transaction receipt showing the sender’s name and account number attached.

2. Our team verifies the receipt and confirms the overpayment.

3. Once verified, a refund is processed to the account from which the payment was made.

✅

Please note that CSCS subscription does not exceed 2 years. Any subscription beyond this period will be eligible for a refund.

Expected Resolution Timeline

Within 1 week of receiving the complaint (depending on the amount paid in excess).