FINTECH & DIGITAL FINANCE
This section explains how financial technology works in Nigeria. Learn about digital payments, mobile banking, and fintech platforms. Ask questions and get answers on how to use these tools safely and effectively.
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Why Has My Stock Trade Been Pending for More Than 60 Hours?
A trade remaining “pending” for over 60 hours on an investment app like Bamboo is usually caused by one of these issues: Insufficient liquidity or no matching seller/buyer If you placed a limit order, the market may not have reached your specified price yet. Your order stays pending until there is aRead more
A trade remaining “pending” for over 60 hours on an investment app like Bamboo is usually caused by one of these issues:
See lessInsufficient liquidity or no matching seller/buyer
If you placed a limit order, the market may not have reached your specified price yet. Your order stays pending until there is a matching counterparty.
Weekend or market closure
If the order was placed outside market hours:
Nigerian market orders wait until NGX opens.
U.S. stock orders wait for U.S. market hours.
KYC/compliance restriction
Sometimes trades are silently paused because:
identity verification is incomplete,
account review is ongoing,
funding source is under review,
or there is a compliance flag.
Wallet funding issue affecting settlement
Since you already mentioned unresolved wallet funding problems, Bamboo may not have fully settled or recognized your account balance internally. In such cases:
the wallet may display funds,
but the backend settlement system has not cleared the funds for trading.
System congestion or broker-side technical issue
This happens occasionally with fintech broker apps during:
high market volatility,
maintenance,
payment processor failures,
or reconciliation delays.
“Executing” but expired scenario
If the trade later changes from “pending/executing” to “expired,” it usually means:
the order was never matched,
or the broker cancelled it automatically after validity expired.
What you should do immediately:
Check whether it is:
Market Order or Limit Order
Nigerian stock or U.S. stock
Check if the funds are still “available balance” or “locked balance.”
Cancel the pending order if the app allows it.
Re-initiate the trade during active market hours.
If the app refuses cancellation after 60 hours, that becomes abnormal operational delay and should be escalated formally.
Send Bamboo a message demanding:
exact reason for pending status,
whether the order was routed to the exchange,
whether funds are locked,
and timeline for resolution.
You can also request:
official trade/order ID,
execution logs,
and broker confirmation.
Which Government Agencies Handle Complaints Against Investment Apps and Fintech Platforms?
The main authority you should escalate to now is the Central Bank of Nigeria because Bamboo wallet funding and payment settlement issues usually pass through licensed payment processors, banks, switches, or fintech infrastructure under CBN oversight. The Securities and Exchange Commission mainly regRead more
The main authority you should escalate to now is the Central Bank of Nigeria because Bamboo wallet funding and payment settlement issues usually pass through licensed payment processors, banks, switches, or fintech infrastructure under CBN oversight.
The Securities and Exchange Commission mainly regulates investment/securities activities, while wallet funding, failed credits, reversals, and payment settlement complaints are often treated as financial service/payment-system disputes under CBN.
You should escalate in this order:
Bamboo support (which you already did)
The bank/payment channel used for the transfer
Central Bank of Nigeria Consumer Protection Department (CPD)
Federal Competition and Consumer Protection Commission if the company remains unresponsive
CBN officially states that unresolved complaints against financial institutions can be escalated to its Consumer Protection Department after the institution fails to resolve the matter within the allowed period.
The important thing here is this:
If your money was debited but not credited to your Bamboo wallet,
and Bamboo keeps delaying despite evidence,
then the issue is no longer “ordinary customer support”; it becomes a regulatory consumer-protection complaint.
Use these channels immediately:
CBN Consumer Protection Department
Email: [email protected]
Complaint guide: cbn.gov.ng
FCCPC Complaint Portal
complaints.fccpc.gov.ng
FCCPC actually handles fintech and consumer complaints too, despite what someone may have told you. Their published materials specifically mention banking and fintech complaints
When sending the complaint, attach:
Debit alert
Transaction receipt/reference
Screenshots from Bamboo
Dates/times
All email conversations
Proof that Bamboo has ignored or delayed resolution
Your complaint should clearly request:
Immediate wallet funding OR
Full reversal/refund
Also state:
Amount involved
Date transaction occurred
Number of days unresolved
That you already attempted resolution directly with Bamboo
Use this format and send it to CBN
Subject
Petition Regarding Unresolved Wallet Funding Transaction and Consumer Complaint Against Bamboo
To: The Director,
Consumer Protection Department (CPD)
Central Bank of Nigeria (CBN)
Dear Sir/Madam,
PETITION REGARDING UNRESOLVED WALLET FUNDING TRANSACTION AND CONSUMER COMPLAINT AGAINST BAMBOO
I write to formally lodge a complaint and seek the intervention of the Central Bank of Nigeria regarding an unresolved transaction issue involving Bamboo, an investment platform operating within Nigeria.
On [INSERT DATE], I made a payment/fund transfer of ₦[INSERT AMOUNT] into my Bamboo wallet/account through [INSERT BANK OR PAYMENT METHOD]. The transaction was successfully debited from my bank account, and I possess valid transaction evidence including debit alerts, transaction receipts, and reference details.
However, despite the successful debit, the amount has neither reflected in my Bamboo wallet/account nor been reversed back to my bank account up till this moment.
Following the incident, I immediately contacted Bamboo customer support multiple times through their available communication channels and supplied all requested transaction details and evidence. Unfortunately, despite repeated follow-ups and adequate time given for resolution, the issue remains unresolved and no satisfactory explanation or refund has been provided.
The details of the transaction are as follows:
• Amount: ₦[INSERT AMOUNT]
• Date of Transaction: [INSERT DATE]
• Transaction Reference Number: [INSERT REFERENCE]
• Sending Bank: [INSERT BANK NAME]
• Bamboo Account Details: [INSERT REGISTERED EMAIL OR USERNAME]
I respectfully request the intervention of the Central Bank of Nigeria to:
1. Investigate the unresolved transaction;
2. Direct the responsible parties to immediately credit my Bamboo wallet/account or process a full refund/reversal;
3. Ensure that appropriate consumer protection measures are enforced to prevent prolonged withholding of customers’ funds without resolution.
Attached to this petition are copies of:
• Debit alert/payment receipt;
• Transaction reference evidence;
• Screenshots and correspondence with Bamboo support;
• Any other supporting documentation relevant to this complaint.
I trust the Consumer Protection Department will give this matter urgent attention as the delay has caused significant inconvenience and concern.
Thank you for your anticipated intervention and assistance.
Yours faithfully,
[YOUR FULL NAME]
See less[YOUR PHONE NUMBER]
[YOUR EMAIL ADDRESS]
[YOUR RESIDENTIAL ADDRESS]
Why Is ARM Investment App Showing Insufficient Balance During Withdrawal?
The “insufficient balance” message on the arm.com.ng even when your displayed balance looks enough is usually caused by one of these issues: Unsettled funds If you recently sold shares or redeemed an investment, the money may appear in your balance but is not yet cleared for withdrawal. Stock sale pRead more
The “insufficient balance” message on the arm.com.ng even when your displayed balance looks enough is usually caused by one of these issues:
See lessUnsettled funds
If you recently sold shares or redeemed an investment, the money may appear in your balance but is not yet cleared for withdrawal.
Stock sale proceeds often take T+2 settlement (about 2 business days).
ARM recently added a feature separating “unsettled trades” from brokerage balance in their updates.
Money is in the wrong wallet/account
ARM separates:
Brokerage account
Cash balance
Mutual fund balance
Treasury bill balance
Sometimes the app shows total portfolio value, but only the “available cash” can be withdrawn.
Pending buy orders
If you placed a stock order that is still pending or partially filled, part of your balance may already be reserved by the system.
Withdrawal fee or minimum reserve
Some brokers deduct transaction charges or require a minimum residual balance, so the exact amount you entered may exceed your truly withdrawable balance.
KYC/account restriction
If your account verification is incomplete or recently updated, withdrawals may be temporarily blocked.
There have been several user complaints about delayed activation and transaction processing on the app.
Temporary app/server issue
ARM One users have recently reported withdrawal and balance-sync issues in app reviews.
Sometimes logging out, updating the app, or retrying later fixes it.
What you should check immediately:
Go to:
Portfolio → Brokerage → Available Cash
Check if any amount is marked:
“Unsettled”
“Pending”
“On hold”
Reduce the withdrawal amount slightly and retry.
Check whether you recently sold shares within the last 48 hours.
Update the app to the latest version.
If it still fails:
Contact ARM support with:
Screenshot of balance
Screenshot of error
Exact withdrawal amount
Date funds entered the account
ARM support channels mentioned publicly:
Email: arm.com.ng
Phone: 02013305005
App Store
From what you described, the most likely cause is unsettled funds from a recent stock sale or transfer, especially if the money entered the brokerage balance recently.
What Should I Do If My Transfer Has Not Reflected in My Bamboo Wallet?
If the transfer has not reflected since last Wednesday and investbamboo.com has not responded, then treat it as an unresolved payment dispute and escalate it properly instead of waiting silently. Here’s the practical next step sequence: Gather evidence first Bank debit alert Transaction receipt SessRead more
If the transfer has not reflected since last Wednesday and investbamboo.com has not responded, then treat it as an unresolved payment dispute and escalate it properly instead of waiting silently.
Here’s the practical next step sequence:
Gather evidence first
Bank debit alert
Transaction receipt
Session ID / transaction reference
Screenshot showing your Bamboo wallet balance not updated
Date and exact amount transferred
Contact Bamboo through all official channels Use only their verified channels from their official site/app:
In-app support chat
Support email
Official social pages
Official website: investbamboo.com
Support page: help.investbamboo.com
Send a structured complaint Do not just say “my money is missing.” Include:
Full name
Registered email/phone
Amount
Date/time
Bank used
Transaction reference
Proof attached
Deadline request for resolution
You can send something like this:
Message
Good day. I transferred ₦[amount] to my Bamboo wallet on [date/time], but it has not reflected till now.
Registered email/phone: [details] Bank used: [bank name] Transaction reference/session ID: [reference]
I have attached proof of payment and screenshots. Kindly investigate and credit my wallet or reverse the transaction urgently.
This issue has remained unresolved since last Wednesday and I need immediate feedback.
Contact your bank immediately Very important.
Ask your bank:
Was the transaction successful?
Was it processed through Paystack/Flutterwave/Providus/etc.?
Can they trace or recall it?
Request a transaction status report
Sometimes the receiving processor delays settlement, not necessarily Bamboo itself.
Escalate if no response within 48–72 hours If Bamboo still ignores you:
File complaint with SEC Nigeria if it concerns investment wallet funding
File complaint with FCCPC for unresolved consumer issue
Relevant bodies:
sec.gov.ng
fccpc.gov.ng
Avoid sending more money meanwhile Until the issue is resolved, avoid additional deposits to that wallet.
Also be careful about people in comment sections giving “WhatsApp support numbers.” Scammers often target frustrated users pretending to be support agents. Use only contacts listed on Bamboo’s official website/app.
Update this letter and send to them
Good day. I transferred ₦[amount] to my Bamboo wallet on [date/time], but it has not reflected till now.
Registered email/phone: [details]
Bank used: [bank name]
Transaction reference/session ID: [reference]
I have attached proof of payment and screenshots. Kindly investigate and credit my wallet or reverse the transaction urgently.
This issue has remained unresolved since last Wednesday and I need immediate feedback.
See lessWhat Should I Do If an Investment Platform Stops Responding to Withdrawals and Complaints?
What you are describing has several warning signs commonly associated with a collapsed or fraudulent investment operation, especially because of these points: “AI quantitative trading” promises, unusually rapid account growth, inability to withdraw, platform becoming unresponsive, administrators goiRead more
What you are describing has several warning signs commonly associated with a collapsed or fraudulent investment operation, especially because of these points:
See less“AI quantitative trading” promises,
unusually rapid account growth,
inability to withdraw,
platform becoming unresponsive,
administrators going silent,
and WhatsApp groups losing communication.
A legitimate stockbroker or regulated investment platform normally does not:
disappear from communication,
freeze all operations without formal notice,
or rely heavily on WhatsApp coordination.
Also, real Nigerian stock investments are usually held through:
a CSCS account,
licensed brokers,
and verifiable NGX transactions.
If this “BLUESTEM” platform never gave you:
a CSCS number,
contract notes,
NGX trade confirmations,
or SEC registration details,
then it may not have been genuine stock investing at all.
The first thing to understand: the ₦1.9 million showing on the dashboard may only be a displayed balance unless withdrawals are actually successful.
What you should do immediately:
Stop sending any additional money Even if they later claim:
“system upgrade,”
“account verification,”
“tax clearance,”
or “unlock fee.”
Many failed schemes request extra payments before withdrawal.
Gather every piece of evidence Save:
screenshots,
deposit receipts,
bank transfer history,
chats,
WhatsApp group info,
names and phone numbers,
emails,
website links,
account statements,
and promotional materials.
Verify whether they are SEC-licensed Check with Securities and Exchange Commission Nigeria whether the platform is a registered capital market operator.
Official SEC website: SEC Nigeria�
Report quickly You can report to:
Economic and Financial Crimes Commission
Nigerian Police cybercrime unit
SEC Nigeria
Especially if many investors are affected.
Contact your bank immediately If recent transfers were made:
ask whether any recall or fraud complaint process is possible,
especially for very recent transactions.
Search for other victims Sometimes affected investors organize:
evidence collection,
petitions,
legal action,
or coordinated reporting.
One difficult reality: When platforms stop both withdrawals and communication simultaneously, recovery chances become harder with time. That is why documenting everything early matters.
Going forward, before investing in any “trading platform,” always verify:
SEC registration,
CSCS linkage,
real NGX trade execution,
physical office presence,
audited history,
and whether returns being promised are realistically tied to actual market performance.
Real blue-chip investing usually grows gradually. A move from ₦700k to ₦1.9m in a short period through “AI automatic trading” is far beyond normal Nigerian stock-market returns and should trigger caution.
Is ARM One a Legitimate Investment Platform for Mutual Funds and Savings?
Yes, ARM One by ARM Investment Managers is a real Nigerian investment platform operated by Asset & Resource Management Company, and they state that they are SEC-regulated. However, what you are describing is a serious operational issue that should not be ignored: withdrawal not delivering, a wroRead more
Yes, ARM One by ARM Investment Managers is a real Nigerian investment platform operated by Asset & Resource Management Company, and they state that they are SEC-regulated.
See lessHowever, what you are describing is a serious operational issue that should not be ignored:
withdrawal not delivering,
a wrong bank account appearing,
inability to change account details.
That does not automatically mean the platform itself is fraudulent, but it does mean either:
your account details may have been wrongly linked,
your profile/KYC may be incomplete or corrupted,
there may be a system glitch,
or, in the worst case, unauthorized access to your account.
There are also recent public complaints from users about delayed withdrawals, account activation issues, and poor customer support on the ARM One app reviews.
What you should do immediately:
Stop making further deposits for now.
Check whether the bank account shown is:
partially masked,
an old account,
or completely unfamiliar.
Change your password immediately and enable 2FA if available.
Contact ARM directly through official channels only:
Email: enquiries@arm.com.ng
Phone: 02013305005
Send them:
screenshot of the wrong account,
your registered phone/email,
proof of ownership of your correct bank account,
and request:
immediate freeze of withdrawals,
correction of bank details,
and confirmation of your account integrity.
If they do not resolve it within a reasonable time, escalate to:
Nigeria SEC complaints portal
and possibly the Economic and Financial Crimes Commission if unauthorized diversion is suspected.
One important distinction: There are unrelated platforms online using names like “Arm Trade” that have scam allegations and withdrawal complaints. That is different from ARM One by ARM Investment Managers.
Your situation currently looks more like an account or withdrawal-processing problem than a confirmed scam, but you should treat it urgently until your withdrawal is successfully received.
Is the InvestNaija App Currently Down for Transactions in Nigeria?
Yes—you’re likely not the only one facing this. From recent public feedback, multiple users have reported problems with InvestNaija including: inability to complete transactions, login failures, delayed wallet funding, BVN/verification issues, withdrawals or sales not reflecting quickly. That suggesRead more
Yes—you’re likely not the only one facing this.
See lessFrom recent public feedback, multiple users have reported problems with InvestNaija including:
inability to complete transactions,
login failures,
delayed wallet funding,
BVN/verification issues,
withdrawals or sales not reflecting quickly.
That suggests it may be a broader system issue, not just your phone or account.
What others seem to be experiencing
On their app reviews, some users recently complained that:
“the app has refused opening”
“OTP is triggered but will never arrive”
“unable to move past verification”
transaction delays and poor support response.
InvestNaija replied to some users saying:
“The app is now fully operational… If the issue persists, contact us…”
So it’s possible they’ve had intermittent outages or backend issues that affect some users longer than others.
How to navigate it (practical steps)
1. Check whether it’s app-specific or account-specific
Try all three:
Log in through the web portal: InvestNaija Web Login
Update the app (there was an update on May 12).
Switch network (Wi-Fi ↔ mobile data)
If web login works but app doesn’t, it’s likely an app bug.
2. Don’t keep retrying transactions repeatedly
If it’s a buy/sell/fund transaction, avoid multiple attempts—you could risk:
duplicate debits, or
confusion about order status.
Check:
your bank debit alerts
your InvestNaija wallet balance
your order history
Take screenshots of everything.
3. Contact support directly (best next step)
Use their official channels:
Email: ****
Phone: 0700INVESTNAIJA (listed as 070046837862452)
Website: InvestNaija Support
When you contact them, include:
your registered email
phone number
exact issue (“unable to complete transaction since Monday”)
date/time attempted
screenshots
A concise message works well:
Hello, I’ve been unable to complete transactions on my InvestNaija app since Monday. I’ve tried multiple times and the issue persists. Please help confirm whether there’s a system issue and assist with resolving my account. Registered email: [your email].
4. If it’s an urgent stock trade
Since InvestNaija is powered by Chapel Hill Denham�, ask support whether they can process or confirm the transaction manually—especially if market timing matters.
My read on your situation
Given that you’ve already mentioned funding delays and MMF delays before, this sounds consistent with the same service instability—not necessarily something wrong with your account.
Why Does InvestNaija Keep Redirecting Me to Web Login Before I Can Buy Stocks?
What you are experiencing is likely one of these issues: InvestNaija may be forcing web authentication for stock trading Some investment apps separate normal app login from actual stock-trading authorization. When you try to buy stocks, they may redirect you to the web portal for: KYC verification CRead more
What you are experiencing is likely one of these issues:
See lessInvestNaija may be forcing web authentication for stock trading
Some investment apps separate normal app login from actual stock-trading authorization. When you try to buy stocks, they may redirect you to the web portal for:
KYC verification
CSCS activation
Trading mandate confirmation
Risk disclosure acceptance
Password revalidation/session refresh
Your trading profile may not be fully activated
Since you mentioned earlier that your account setup and MMF registration were delayed, it is possible your:
CSCS account is not fully linked yet
NGX trading profile is pending approval
brokerage activation is incomplete
In such cases, the app redirects users to the web version to complete pending onboarding steps.
The app update may not have fixed the backend issue
Recent app reviews still mention login and trading-related problems on both Android and iOS.
Session/token synchronization issue
Sometimes after an app update:
old login tokens expire
biometric login conflicts with new authentication
cached data becomes corrupted
That can force web login repeatedly.
What you should do now:
Log out completely from the app
Clear app cache/data
Login again manually (not biometric first)
Try completing the web login once
Check if there is any prompt asking you to:
update profile
accept agreements
complete KYC
activate trading account
Then return to the app and test stock purchase again.
If it still persists, contact support and specifically ask:
“Has my stock trading profile and CSCS linkage been fully activated for NGX trading? The app keeps redirecting me to web login before I can buy stocks.”
You can also use their official site:
InvestNaija official website
And their signup/help page:
InvestNaija web portal
Given the multiple complaints about delays and trading glitches from users recently, this may genuinely be a platform-side issue rather than something wrong from your end.
What Should I Do if My Bamboo Wallet Deposit Is Not Reflecting?
If money transferred into your Bamboo wallet is not reflecting, the first thing is to determine whether: the transfer actually left your bank account successfully, or whether it is stuck in processing between the bank and Bamboo. Usually this issue happens because of: delayed payment settlement, incRead more
If money transferred into your Bamboo wallet is not reflecting, the first thing is to determine whether:
See lessthe transfer actually left your bank account successfully,
or whether it is stuck in processing between the bank and Bamboo.
Usually this issue happens because of:
delayed payment settlement,
incorrect transfer reference,
temporary banking network issues,
or Bamboo wallet reconciliation delays.
Here is the proper follow-up process:
Step 1: Confirm the Debit Was Successful
Check:
bank debit alert,
transaction history,
session/reference ID (very important).
If your bank debited you successfully, then keep:
screenshot of debit,
amount,
date/time,
sender account,
recipient account,
transaction reference/session ID.
Step 2: Check Bamboo Wallet Funding History
Inside Bamboo:
go to Wallet/Funding History,
check whether the transaction is:
pending,
processing,
failed,
or absent completely.
Sometimes the wallet updates later even when the bank already debited you.
Step 3: Contact Bamboo Support Properly
Use:
in-app support,
official email,
or support ticket.
Official website: Bamboo
Do not rely only on social media comments.
Provide:
full name,
Bamboo registered email,
amount transferred,
exact time/date,
transaction reference/session ID,
screenshot of successful debit.
Step 4: Give Settlement Time
Depending on:
transfer type,
banking network,
maintenance,
or reconciliation cycle,
some wallet credits can delay from:
minutes,
to several hours,
occasionally 24 business hours.
But if it exceeds:
24–48 business hours, then escalate firmly.
Step 5: Escalate Through Your Bank If Necessary
If Bamboo claims:
“we did not receive the payment,”
then contact your bank and request:
transaction trace,
NIP investigation,
destination confirmation.
The bank can track whether:
the receiving institution accepted the payment,
rejected it,
or it is hanging in settlement.
Here is a professional follow-up message you can send to Bamboo support:
Message
Good day,
I transferred funds to my Bamboo wallet but the payment has not reflected in my account yet.
Below are the transaction details:
Amount:
Date/Time:
Transaction Reference/Session ID:
Sending Bank:
Registered Bamboo Email:
My bank account has already been debited successfully. Kindly assist in confirming the status of the transaction and when the wallet will be credited.
I have attached proof of payment for reference.
Thank you.
Why Is My InvestNaija MMF Redemption Delayed in Nigeria?
Your concern is understandable, especially since the redemption has taken more than a week. A Money Market Fund (MMF) redemption in Nigeria normally should not take this long under normal conditions. Most MMFs process within: same day, 24 hours, or at most 2–3 business days. A delay from May 4 tillRead more
Your concern is understandable, especially since the redemption has taken more than a week. A Money Market Fund (MMF) redemption in Nigeria normally should not take this long under normal conditions. Most MMFs process within:
See lesssame day,
24 hours,
or at most 2–3 business days.
A delay from May 4 till now is abnormal and should be treated seriously.
From recent public app reviews, several users of InvestNaija have complained about:
delayed withdrawals,
redemption issues,
OTP problems,
slow customer support,
and delayed settlement of funds.
That does not automatically mean your money is lost, but it does suggest there may be:
operational delays,
liquidity processing bottlenecks,
settlement backlog,
or app/support system problems.
What is important now is whether:
your redemption request status shows “successful,” “processing,” or “pending,”
the units have already been deducted from your MMF balance,
and whether you received any transaction reference.
If the units disappeared from the MMF but cash has not arrived, then the transaction is somewhere within their settlement pipeline.
For now, I would not panic yet, but I also would not ignore it anymore.
You and your husband should immediately do these things:
Take screenshots of:
wallet balance,
MMF balance,
redemption request,
transaction history,
emails/chats/call logs.
Send a formal written complaint by email instead of only calls.
Request:
transaction status,
redemption reference,
settlement timeline,
and escalation to compliance/operations department.
Reduce additional deposits into the app until this issue is resolved.
If no resolution comes within another few business days, escalate formally to the regulator.
Because MMFs themselves are regulated investment products in Nigeria, the underlying fund is usually managed by a licensed asset manager, even if the app interface has problems.
You should check:
the exact MMF name,
and the actual fund manager/asset management company behind the product.
That is very important because your investment may legally sit with the fund manager rather than the app itself.
You can also verify licensed operators through:
SEC Nigeria
CSCS Nigeria
Here is a formal escalation message you can send:
Email
Subject
Urgent Follow-Up on Pending MMF Redemption
Good day,
I am writing to formally complain about a Money Market Fund redemption request I made on the InvestNaija app on May 4, 2026, which has still not been credited to my account till date.
Despite several calls and complaints to customer support, I have not received any clear explanation or resolution regarding the delay.
Kindly provide:
the current status of my redemption,
the transaction/reference number,
the reason for the delay,
and the exact timeline for payment.
I am seriously concerned because I still have additional funds on the platform, and I need reassurance regarding the safety and accessibility of my investment.
Please treat this as urgent and escalate it to the appropriate department for immediate resolution.
Thank you.