Funds blocked after AML review with no resolution
I received a payment of approximately $250 for a service. Trustee Plus blocked the funds and initiated an AML Transaction Review.
Support requested additional proof regarding the origin and purpose of the payment. I explained the situation and informed them that the client had decided not to proceed with the service and requested a refund. I have clearly stated that I have no objection to returning the full amount to the original sender.
However, the issue remains unresolved. I cannot access the funds, and the money has not been returned to the original sender either. Support simply states that the review cannot continue without the requested information.
I understand the necessity of AML procedures. However, if Trustee Plus cannot approve the transaction due to its compliance requirements, I believe the reasonable solution is to return the funds to the original sender rather than keep them blocked indefinitely.
I am asking Trustee Plus to either complete the review and release the funds or return the full amount to the original sender (Return to Source).
If the issue is resolved and the funds are returned, I will update this review accordingly.