My complaint:
I’m writing to escalate an issue regarding a recent Targeted Rate withdrawal that was processed incorrectly.
I had set a Targeted Rate of 17.73 ZAR to expire end of day 9 July, but the system processed my withdrawal at 17.55 ZAR, which clearly does not meet the criteria I specified.
Despite multiple attempts to get clarity via live support, I’ve received conflicting and vague responses, including:
• That the rate may have been met “momentarily”
• That no timestamp or proof of the rate hitting 17.73 can be provided
• And that the rate applied is not visible on your side, despite it showing on mine
Attached is a screenshot from my Payoneer account showing the applied exchange rate of 1 USD 17.55 ZAR.
This situation is frustrating and raises concerns about the transparency and reliability of the Targeted Rate feature. I am simply requesting:
1. Confirmation of the exact time the system allegedly detected 17.73 ZAR
2. An explanation of why the lower rate was applied
3. Assurance this issue will be reviewed and that I won’t face similar problems in future transactions
I’d appreciate a and proper response, as this is now beyond basic support.
Kind regards,
Ashleigh Kika
Suggested solution:
Pay my money I am missing out on now
