Enjaz Bankalbilad review: Refund

Hello

I am Kathlyn Onato. I sent a money via Enjaz app. Its a BDO swift account. Its available in your enjaz app but why my family didn't receive the money? Instead you hold my money for what reason?

I had a multiple calls to your office [protected]. They give me request number. They said i will wait for the 2nd text message for the confirmation. Again they said i will wait for 3 days to complete my request. After 3 days i call again, they said i will go to the nearest branch. And when i get there i call your call center agent and they sent an email to this manager. And then this manager didn't know what to do. But he received an email actually. He then just told me to go back after 2days. Why?

Why do you hold my money for so long?

Why didn't you refund my money to my bank account if the transaction isn't complete?

Why you need to hold my money?

Do i need to report this for you to refund my money?

Why the swift transfer is available in your Enjaz app but its not working?

Please I really need that money for my family.

Thank you. Regards