Hi, I experienced a problem with top up my bunq account from debit card. The bank withdrew money from my account and notified bunq about it, but received nothing back. So now this authorisation hanging out in some half-finished state. The bank says they may cancel this authorisation only by request from merchant (bunq in this case). But the bunq support keeps asking me about transaction ID, which if I understand correctly doesn't exist yet. Therefore bank cannot provide this transaction ID. The only number they have is authorisation number, which looks like doesn't help bunq to identify the operation.
The bank gave me also another option: to fill out a fraud request. But I'm sure it's not the case as I had many transactions without any problem before. This rather looks like a bug or some kind of misunderstanding between the systems.
NOTE: The bank is located on Cyprus so it is part of SEPA
Could you please advise on it?