ePayments - электронный кошелек и карта MasterCard (ч.6)

Andron_buton:
Написал 28.02.2020 в поддержку с просьбой назвать точную дату или вернуть средства на мой банковский счет.
Сегодня вот прислали final response:

Your Complaint dated: 28/02/2020
Final Response Letter
Dear Andrii,
We are sorry to hear you are unhappy with the service we’ve provided and would like to apologise for the impact the recent restriction on our business activities has had on you.
Background
As you will have seen, we had to make the difficult decision to suspend activity on customer accounts. The reason for this is that our regulator, the Financial Conduct Authority (FCA) identified a number of weaknesses with our anti-money laundering systems and controls that require urgent remediation. This is important as the management of the financial crime risks associated with providing our services is key to ensuring that we can continue to help protect you and your eWallet.
Your complaint
My understanding of your complaint is that you have raised concerns relating to the following matters:
● The restriction of access to your funds ● The safety of your funds
My findings
The restriction of access to your funds
I understand you are unhappy that you do not have access to your funds. I appreciate the inconvenience and worry that this must be causing. Please be assured that the action we have taken is absolutely necessary to ensure the ongoing operation of our platform and to help protect our customers.
The safety of your funds
I’m sorry to hear you are concerned with the safety of your funds. As per section 19 of the ePayments terms and conditions, we will continue to safeguard funds as normal. For more information about safeguarding, please see this link.
Conclusion
In view of the above, our decision is to uphold your complaint. We are sorry for the impact the restriction of our services has had on you and hope you can understand the reason why we have decided to make this decision.
Our priority is to build and grow a safe and secure payments platform that protects us and our customers from the risks associated with financial crime. By working with the FCA, we hope to be able to improve our financial crime controls in order to protect our service that we know our customers rely on.


Epayments Systems Limited, a company incorporated in England with company registration number 08134141 and whose address is at 24 Savile Row, London W1S 2E, United Kingdom. Epayments Systems Limited is authorised and regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 with Firm Reference Number 900172.
Although we hope it won’t be necessary, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The Financial Ombudsman Service’s website is www.financial-ombudsman.org.uk and you can find more information about them here.
Yours sincerely,
The Complaints Team

kartel123:
Денег нет, но вы держитесь. Если кратко...

Andron_buton:
Ну, не совсем так, к омбудсмену шлют

Nktzz:
К сожалению ничего нового. Ранее также получил Final Response. Сегодня спросил не поменяли ли они решение по моему обращению, так как я собираюсь писать омбудсмену и FCA. Ответили через 4 минуты, что "К сожалению, у нас нет новой информации. Мы будем оповещать, как только она появится."

avan:
Хотел на пушку их взять? :)

Dear sir/madam

Thank you for contacting the Financial Conduct Authority (FCA) with your email dated 29 February 2020.

I understand that you hold an account with Epayments Systems which was suspended and when you contacted the firm they have refused to pay out your money. You’ve said that they have told you that this is because the FCA have blocked the accounts. I can appreciate that this must be a very difficult time for you.

Restrictions have been placed upon Epayment Systems Ltd

I’ve searched our Financial Services Register, which is a public database of all the firms we authorise for Epayment Systems Ltd and I can confirm that they are currently authorised by the FCA as an Electronic Money Institution.

You can see the restrictions placed upon the firm by looking at the ‘permissions’ tab of the firm’s record on our Financial Services Register using this link (our Register is a public database of all the firms we authorise).

In your email you’ve asked for the us to unblock your funds and give you access to your account, however, this isn’t something that we can do because of the restrictions placed on the firm. Currently, we can only provide you with information which is published on our website about this situation and there is no specific timeframe that I can tell you about when the accounts will no longer be suspended. I can appreciate that this must be a very worrying time for you and I would suggest that you continue to liaise with the firm about your account and when you will have access to your money. We would also strongly suggest that you only contact the firm on the details from our Register, you can then be sure that you are dealing with the genuine and real firm.

If there is any additional information we can share with you about this situation then we will publish this on our website.

Thank you once again for contacting the FCA and I do wish you all the best going forward.

How was your experience with us

To help us improve our service, I’m interested in finding out about your experience with the Supervision Hub today.

I’ll send you a link to a survey and I’d appreciate it if you could take a few moments to share your feedback on the service you’ve received from me.

omar:
сейчас пробелма толкьо в том что ФСА блокирует счета епейментса.