Yep, I got the same BS. First guy asking for a copy of my bank statement to prove I hadn’t received the money and so they could “investigate”. Whilst I was in the process of blacking out areas of my bank statement to maintain some level of privacy, I got disconnected from that operator.
When I got connected to another operator she didn’t ask for anything like that, she just went straight in with the new provider spiel and could take up to 5 days for a bank transfer and basically blaming my bank. I told her I didn’t request a bank transfer I withdrew direct to the same visa debit card I deposit with and so it should be almost instant, the same as the first time. Your website clearly states “we support visa direct”. After that she just said “would it be alright if you wait until the end of the week and contact us again if it still hasn’t arrived”.
It doesn’t look like I have much choice and for the record, the fact it may take a few days to receive my money isn’t an issue, the issue I have is with the inconsistencies with the method. But even more than that, the chat operators stories and requests for copies of bank statements to do supposed investigating is worrying.