Dear Sir/Madam, In January this year, I made a bank transfer of 913.90 GBP (966USD) to the wrong supplier (also one I use in Alibaba), as the names started in the same way, I got them mixed. Once I realized I did the wrong payment I got in touch with Alibaba customer service immediately. My bank recommended for Alibaba to reject the payment so it would return to my account and I would send it again to the correct supplier, also an Alibaba seller. They didn´t. They asked for all types of documents from me and the wrong supplier. Once provided, they asked for other documents saying these were better to fill in. You can imagine me pressing the supplier to write and sign these over their Chinese New Year holidays. But they did it. Then Alibaba customer service said they have made the payment and sent me a tracking number to find the money. My bank, Wise, got in touch with their bank to find out where the money was. Almost 2 months later even after constant reminders, this bank has not given a final answer. On the other hand, Alibaba customer service has been doing an awful job, not being helpful at all, just asking for more and more documents not providing more than a receipt where the only correct thing was my company name, but it didn´t include any bank details, etc and the amount was 11 GBP less. Even so, I didn´t receive any money. I asked them time and time again to contact their bank and provide a proper receipt showing the money has been transferred to my account which they have been dismissing saying I need to prove first I didn´t receive the money. It has been disappointing as the customer service of this company used to be excellent. Now everybody acts like a robot repeating the same thing not providing solutions. And it is exactly 3 months from the date I contact them with the issue. My stock is sitting at the manufacturer´s warehouse waiting for Alibaba to refund my money in order to send it to the correct supplier and get the stock moving.
I am a platinum buyer, and the supplier transaction number was 12990201301220118200400010238 from January 17th, 2022. I need to be refunded a.s.a.p. It has had a very negative effect on my business so far and will have even bigger if I do not receive the money soon. Thank you.
Diana
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