Superannuation payments not clearing

Hi Kazsaau, 

Thanks for your post. Did you receive a refund for those payments ? If you haven't, can you please confirm the status of that super payment within the manage payments window. 

Hi Melissa 

 The duplicate payment taken out of our account on the 14th Feb was refunded . The original payment taken from the account on the 4th Feb is marked as completed , but it appears that the funds havent hit the superannuation accounts yet ... is this considered a normal time frame?

Hi Kazsaau, 

If you've received a refund for the duplicate debit, the other payment will be processed to the funds via super choice. This can take some time as the paysuper service has been re-enabled today. You will only need to process a receive money or allocate the bankfeed to clear up the returned super. 

hi Melisa   Your response has somewhat confused me. Are you saying that the  funds were taken our of our bank account on the 3rd of Feb are the ones that were refunded. And the funds taken on the 14th of Feb are the ones being allocated to super?    if so  - why were the funds taken on the 3rd not allocated ? How long will it take for the funds taken on the 14th to be allocated?      

Hi Kazsaau, 

You mentioned that the duplicate payment taken out on the 14th of Feb was refunded, if this has been refunded the original payment should be completed and the funds should go through to the employees superfunds shortly. At the moment we don't have an ETA however our teams are closely monitoring this to ensure the payments are processed as quick as possible. 

hi Melisa 

That is what i was asking - The funds were originally taken on the 3rd of Feb is it normal for them to take a month to clear into our employee's super accounts ? 

Hi Kazsaau, 

Due to the service being temporarily disabled during that time this would have paused the payments from being sent to the funds, these funds should have now been sent through.