Request for Investigation of Outgoing Transfer

Dear Support Team,

I would like to request an investigation regarding an outgoing transfer that appears not to have been credited to the beneficiary and has not been returned to our account.

Transaction details:

• Beneficiary: DUE NETWORK SL

• Beneficiary IBAN: NL09CLRB0007087770

• Beneficiary Bank: ClearBank Europe N.V.

• SWIFT/BIC: CLRBNL2AXXX

• Amount: 1730eur

• Payment Reference: DN0007654JK

• Payment Reason: 124 – Bill payment / utilities

According to our records, the payment was successfully submitted. However, the beneficiary has informed us that the funds have not been received. At the same time, the funds have not been returned to our account.

Could you please investigate and clarify:

1. Whether the payment has been successfully delivered to the beneficiary bank;

2. Whether the payment is currently pending, under review, or awaiting additional processing;

3. Whether the payment has been rejected or returned;

4. If returned, please provide the return date and reference number;

5. If the payment is currently held by an intermediary or beneficiary bank, please provide the current status and expected resolution timeline.

We would appreciate receiving a SWIFT/SEPA trace, payment tracking information, or any available confirmation regarding the current location and status of the funds.

As the beneficiary has confirmed non-receipt of the payment, we kindly request urgent assistance in locating the transfer and resolving the matter.

Thank you for your support.