Payment Related Issues (Account Modification Requests)

Problem Description

This issue occurs when a broker submits an account modification request but fails to make the required payment or makes an incomplete payment, causing the request to remain pending on the portal.

⚠️

It could be because the payment for the modification request was incomplete or no payment was made at all.

Step-by-Step Resolution

1. Check the feedback/response section on the portal to confirm the specific payment issue related to the request.

2. Make the outstanding or complete payment

3. Re-attach the payment receipt to the previously submitted documents.

4. Re-upload the request on the portal for processing.

✅

Please ensure that proof of payment is always attached when uploading documents for any account modification request.

Expected Resolution Timeline:

Within 1 business day after receipt of the complaint email.

Additional Tips/Notes:

- The evidence must clearly show the sender’s details, beneficiary details, and the transaction date.

- The request will be reviewed and resolved internally, with feedback provided on the portal.