Charlotte Bartlett
Outage issue:
Effective early October 2025, there have been consistent and constant failures to uphold process credit cash outs to customers across multiple banks (inclusive of the US).
Customers are using the Next Day Bank Deposit option.
Paying the fee for said service.
No payment is then made to the customer.
Where a payment is made, it is late and does not adhere to the Next Day Bank Deposit statement and fee paid.
Eventually the USD is silently, without notification to the customer, returned to their USD Balance after being missing in action for days. This is a risk and inappropriate management of fiat currency under customer accounts.
Furthermore, the transaction is then "wiped" from the process credit history under the pending queue. Removing access to customers of a full and proper audit trail of their USD funds during those periods. This effectively obscures the issue "as if it never happened".
Support:
(a) Tickets remain unanswered.
(b) Customers remain with out the ability to tag tickets into prioritized RL financial or tax queues (despite requests at meetings with LL on this exact topic).
(c) Live Chat is barely contactable.
Corporate Governance:
This is an extraordinary lack of governance with inappropriate communication and compliance risk to customers. There are also regulatory components to consider within this. USD funds held on the platform do not receive FDIC insurance.
Scope of Impact:
(a) These are not first time payments, they are payments where the bank accounts have been previously successfully cashed out to.
(b) This is not one customer, folk are sharing their experiences and it indicates a systemic failure impacting multiple elements. This does not appear to be Plaid (contacted their compliance team and they have confirmed not their issue), ACH (no outages during this time has also been confirmed).
Customers:
(a) These are customers who have completed all AML-KYC paperwork and tax forms.
(b) These are customers in the US and International so not restricted to one area.
(c) These are customers who have used the platform for years and who have a history of cashing out so are a known entity.
Remediation sought:
(a) A formal communication and plan should be shared with customers to resolve, including the measures to resolve delayed payments and failure to pay the USD owed to customers.
(b) Go-forward timely communication to customers (email) to be implemented where, and if you, fail to make a payment of USD.
(c) Heightened monitoring of payment risks and your integration with Tilia to ensure payments in USD are made on time going forward to ensure payment obligations are met appropriately. Where a payment is not made on time, a consideration of reduction of the fee charged for said service.
(d) Ensure a clear understanding of regulatory and payment requirements are utilized to ensure compliant under current US regulation and law go-forward.