Nightmare transferring money to Degiro

Moneytransfer

I’ll try (and most likely fail) to keep this as short as possible.

I live abroad and mistakenly transferred money directly to Degiro through a remittance company instead of going through my nominated Bank of Ireland account first.
Obviously, Degiro couldn’t allocate this money to my trading account but I thought it would be relatively straight forward to cancel/return the transfer to the remittance company and then back to me so that I could transfer it properly via Bank of Ireland.

Not so. Degiro have refused to return the money to where it came from unless I could provide the IBAN for the third party remittance company (for legal/security reasons). The remittance company refused to provide the IBAN (also for legal/security reasons – go figure!). They provided some kind of “proof of deposit” document but it didn’t contain the IBAN and Degiro said it was not sufficient.

The only other option, I was told, was to initiate a recall of the funds. I asked the remittance company to do this and they claim the recall request was made but rejected by the recipient bank. Degiro claim that neither they nor their bank ever received a recall request. At this stage I don’t know who to believe.

Degiro are telling me to take it up with remittance company and the remittance company are telling me to take it up with Degiro. (neither side will engage with each other so all correspondence is through me)

So basically, after months and months of chasing ignored emails to Degiro and banging my head against a brick wall with the remittance company, they have washed their hands of it, saying the money was delivered as instructed, they provided proof of deposit and requested a recall. There is nothing more they will do and won’t request another recall or engage with me any further.

Degiro won’t budge either. They won’t return the money and claim that they never received a recall request but will comply if another recall request is made (another one won’t be made). I guess the money is just sitting there with them.

I’m completely out of ideas so I was hoping the good people on Boards might suggest an alternative way to get my money back from Degiro or can Degiro just keep the money like that?

Thanks for reading (Mods – please feel free to move if this is not the correct forum)

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Had a similar issue and eventually got it resolved. Have you sent a complaint to complaints@degiro.ie ? If you do not get a satisfactory result after following their complaint procedure, contact their head office in Amsterdam and register a complaint.

Moneytransfer

Thanks ProjectMoose,

Yes, I eventually went to complaint route after lots of chasing customer service,ignored emails etc. and sent it to the above address but all I got was a reply reiterating the legal requirement for the IBAN etc. and then was basically bounced back to the customer service department I'd complained about in the first place!

Can I ask how you managed to get it resolved in the end? feel free to PM

Thanks again