Cancelled Card Process
If the client claims that he has no access to the card either cancelled/blocked or changed. We’ll need to send the below email: But before that, check first if they transfer the funds using Payway, if so, no need to send the letter as it can be withdrawn via an alternative method available in their country.
Once the client sends the letter, forward it to the finance team (Ash and David) for the record and respond to the client that he can now send his withdrawal using an alternative method. No need to wait for Ash or David’s response.
Hello XXX,
Before we can authorise funds to be withdrawn via alternative methods we require you to provide a written confirmation that the card has indeed been cancelled/blocked or reported lost/stolen.
Please send to us a picture or photocopy of the statement below in your handwriting with today's date and your signature at the bottom, once this is received we can then authorise funds to be sent via alternative methods.
"I <Full Name>, can confirm that card ending *XXXX has indeed been/reported < Specify reason ie. cancelled, expired/lost, stolen>. I can therefore no longer receive funds to this card. I can also confirm that all transactions to Fusion Markets made using card ending *XXXX were completed with authorisation by myself with the purpose of trading CFD's and that the services provided were more than adequate.
Signed & dated"
Furthermore, please provide a photo ID with this statement or take a selfie with this statement for further verification.
As required by the funding team, please note that the letter and ID/Selfie should be in one photo.
Once we have received this, we can look at processing your withdrawal request as promptly as possible.
We appreciate your patience and understanding, should you have any further questions or concerns please reach out.
Note: If we received the hand written statement that is not dated and signed and has no ID, please get back to them and amend before sending to the Finance team.
We can accept electronic letters. Just need to make sure the ID beside it matches that of the hub - Nathan