Still don't have my funds returned to my Bovada account
I requested a payout of 2.3k via check, which I received. My bank wouldn't allow me to cash the check as it was drawn from a Canadian bank.
So I requested a stop payment through Bovada on 10/16. The only info I was provided was there would be a $40 stop payment fee. Which is understandable, I finalized request and they confirmed they processed on 10/17.
A few days later, I reached out as funds were not returned to my account, and this is first time customer service indicated to me it takes 10-14 days. Had I known that I could have explored other options of possibly opening up new bank account that would have accepted that check.
I will admit, I reached out continuously to Bovada customer service team daily after that as I was not happy with customer service that they didnt disclose timeline upfront. Also 10-14 days to process a stop payment doesn't make any sense. No funds were drawn. The check was voided and pictures of that was sent with stop payment request. I work within industry that has to process these requests often, and they can be processed within minutes through bank. With no issues or waiting period needed to reissue new payment to customer. Funds can't be drawn on that stop payment check once processed. I even called the Canadian bank, that this stop payment check was drawn on. And they confirmed they have same very easy process. This 10-14 day period is not banking related.
Each day I emailed Bovada customer service, I received pretty similar standard responses that I must wait the timeline and they doing everything they can. However sometimes the timeline changed to 10-14 business days due to banking days (again bank doesn't need this period of time). Then I was told 10-15 days. Then as got closer to end of timeline, I was told TYPICALLY takes 10-14 days. Throwing extra word in there when I made them confirm my funds would be in there no later than 14th day.
I also told customer service team that I spoke to the bank directly, so I know this isn't a bank issue holding it up, so I asked them what does this timeline consist of and they couldn't answer. They just said they not in finance team so they don't have info. I asked for finance team email, which I received. When I emailed them 3 different times, I never once got a response.
In summation, as of today, I'm on business day 14, which is end of their timeline (20 calendar days), still dont have my funds returned to my bovada account. I emailed them this morning confirming I'd have my funds today as timeline expires today. And the response from customer service is they understand it will be beyond timeline, but they still working on it and doing everything they can (a very recycled response). I informed them due to that response I would begin process of filing complaints.
None of this makes sense. The timeline of having to wait 10-14 business days doesn't make any sense from the banking end. The fact they can't provide a response when you question them on that and asking for full discloser what accounts for that delay. Also the fact that they are not upfront with all this info when requesting stop payment is astoundingly bad customer service and very shady business practices.
If they could have provided any valid response other than we are working on it in this entire period, I would have been more relaxed with situation. But that never happened. And now still not getting my money as their timeline expired, I have lost all faith and trust in this company to do the right thing or having any respect for their customers.
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