Every bank is different - not every transaction will be accepted as a faster payment, then it also depends on when the payer processed it. Asking for more information isn't a stalling tactic - if everything their side suggests it's been processed, they need to establish if something has gone wrong. And it's surprisingly common to see people insist a payment hasn't been received right up until the point of a statement being provided.
You're missing the point I'm trying to make.
If they know it can take up to 5 days to get to the customer, which they do, then why ask for a bank statement or anything before that point?
The response should be, they can take up to 5 days, if it hasn't gone in by xx day, then please get back in touch, send us a statement and we will chase it up with the provider.
There is absolutely no point in asking for a statement after 2 days, as, even if they send it to the provider, the response will be 'yes, the 5 days isn't up yet, please contact us with a new statement after that point'.
The second point is, once they get the statement, they then clearly ignore it and ask for a letter from the bank, why? The statement shows it hasn't gone in, why do they need a letter from the bank, which are notoriously hard to get, and require a trip to the bank in many cases. I can understand if the statement isn't clear, or if there are concerns about if its been photoshopped or anything, but even then, only after the usual processing time has passed.
@kilcoyne1989 thats a bit unfair, Dan doesn't work for Videoslots, and he's not so much defending them, but the process many companies would follow. I don't disagree with him on the process, just that it shouldn't be done until the processing time has passed.