Confirmation.com - How to Escalate Confirmation Requests

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FAQ

How to Escalate Confirmation Requests

Published:  17/08/2023
Please be aware that our Support team monitors the SLA and follows up with banks regularly for requests that are out of the SLA.
  • All South African Banks (except ABSA) SLA 10 Working days (excluding the weekends and public holidays).
  • ABSA Bank 15 Working days (excluding the weekends and public holidays).
  • Please be aware that our Support team monitors the SLA and follows up with banks regularly for requests that are out of the SLA.
  • Major volumes experienced at banks during peak season do impact the usual SLA. Look for announcements on the Confirmation Community banner where our team will communicate these to you.
Note:
Kindly be advised that during busy seasons the Bank SLA periods extend to 20 working days (excluding weekends and public holidays) the busy season is as follows:
  • January to March
  • July to August

 


  Instructions:

Should you have requests that have been pending for longer than the bank’s SLA of 10 - 15 days, escalate this request via email or use our live chat option on the Community.

Please include the following detail when escalating a request:

Subject
  • Escalation | Insert Request ID here and in the body of the email
Detail
  • Request ID
  • Bank Name
  • Company Name
  • Auditor Name
  • As of Date (Year End Date)

Click here to escalate

 
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