In P2P trading, there may be instances where a recipient's bank account gets frozen. The following content addresses common questions and explain how to handle these situations:
Q1: Why was my bank account frozen or payment reversed?
A bank account freeze occurs when account holders are unable to access funds due to legal or regulatory restrictions imposed by the bank. Possible causes include:
a. Suspicious Activity: Banks may freeze accounts that show unusual or suspicious transactions—such as large or frequent transfers that deviate from the account holder's typical behavior—to prevent potential fraud.
b. Regulatory Compliance: Banks are required to comply with Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) regulations. Transactions flagged under these rules may trigger an account freeze during investigation.
c. Appeals or Refunds: A refund occurs when the buyer raises an appeal and requests a payment reversal. The bank may freeze the account to ensure sufficient funds are available to resolve the issue.
d. Legal Enforcement: A court order or legal judgment against the account holder may result in the account being frozen to comply with legal obligations.
e. Account Verification Issues: If there are discrepancies in verifying the account holder's identity or details, the bank may freeze the account until the verification process is complete.
Q2: What should I do if my bank account is frozen or payment is reversed?
a. Contact Your Bank: Reach out to your bank immediately to understand the specific reason for the freeze.
b. Submit Required Documents: Provide the bank with any requested documentation or information. This may include proof of identity, proof of transaction, or an explanation of recent account activities. You can request P2P order records from our online customer support to assist with this.
c. Request Supporting Documents from the Bank: Ask your bank (preferably via email) for any documents related to the dispute, including transaction amount, payer's details, transaction ID, and relevant correspondence. These documents can help you resolve the issue more efficiently with the counterparty and the platform.
d. Contact Your Counterparty: Once you receive the documents from the bank, share the relevant evidence with both the appeal specialist on our platform and the counterparty to facilitate a faster resolution.
e. Follow Up Regularly: Stay in regular contact with your bank and the counterparty to track the freeze status and respond promptly to any additional requirements.
f. Seek Legal Advice If Necessary: If the situation is complex or involves legal matters, consider consulting a legal professional.
Q3: What support can the P2P team provide?
Once valid supporting documents are submitted, the P2P team can assist with the following:
a. Conduct a Thorough Investigation: We will review transaction details and investigate the circumstances surrounding the dispute.
b. Facilitate Mediation: We act as a neutral party to mediate between the buyer and seller to help resolve any disputes and reach a mutually agreed-upon solution.
c. Provide Guidance: We offer step-by-step guidance throughout the resolution process and ensure users understand their available options.
d. Ongoing Support: Throughout the resolution process, P2P specialists will provide users with support and assistance in addressing any issues that arise.
e. Educate Users to Prevent Future Issues: The platform will use such cases as examples to educate future users, helping prevent similar issues and fostering a safer, more secure trading environment.
Q4: What materials do I need to submit to the P2P team?
As bank transactions occur outside of the platform, valid video evidence is essential for the P2P team to process your case effectively. Please prepare the following:
a. Video Evidence of the Issue: Submit a clear video showing transaction details and any communication with the bank.
b. Clear Evidence from the Bank: If you are reporting a bank account freeze or refund related to a specific P2P order, you must provide clear evidence from the bank showing that the issue is directly linked to the payment for the reported P2P trade.
This may include:
- Transaction amount
- Payer's details
- Transaction ID
- Any communication from the bank regarding the freeze or refund
c. Relevant documentation: Ensure all submitted evidence is directly related to the P2P trade in question. Unrelated proof will be deemed invalid.
Notes:
1. Video recordings of conversations with bank customer service via the banking app are considered valid proof.
2. Paper letters or reports must include the official stamp of the issuing institution.
3. If recording a phone call with the bank, the bank’s phone number must be visible, and the caller should clearly mention prior details about the account freeze during the call.
