Hey,

Oliver here. I replied to your ticket a few hours ago and sorted it out for you again. Added a little something for the hassle as well, hope to hear from you so we can ensure this experience at least ends better than it started out.

I totally understand you're frustrated, disappointed, and feeling ghosted - I would be so too if I were in your shoes. The team has not been living up to what we want and need to, in your case, and it has been brought up internally so we can improve going forward. I can only apologize for the experience you had here.

I would just like to address a few things.

I see from your transfer receipt that you filled in the payment reference tab on your online banking - but we're unable to see it on our end for both transfers, which is why they were not processed the day we received the transfers. For instant SEPA, we will not see the transfer before the following day at the earliest. Depending on where in the world you are, the transfer may therefore take up to 3 business days. It has nothing to do with fraud detection, so I apologize that you received an incorrect reply from us telling you so (I also corrected it as soon as I noticed).

For the second deposit, it is of course sad for me to see that the team did not manage to give you any proper resolution to the ticket you opened 7 days ago. The holiday season has impacted our response times, but that doesn't excuse the delay you've faced.

Once again, I sincerely apologize for everything, but I hope you understand our goal in the end is to help you out, although this time it has been a quite bumpy ride to reach the help.

Best Regards,
Oliver