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payment stuck in pending status even after verification has been completed way before. very unusual.

hello! my customer id is 36996488

just wondering why my payment is stuck in the pending/upcoming section. fenix international (sender) has sent me 2 payments, one has been stuck in a pending status and one has not even been received at all

this is the one stuck in pending:
Transaction ID

i usually get notifications immediately once fenix confirms payments, and none of them have ever been stuck in pending. i already emailed your support team but you haven't replied.

i have read that this happens when further verification of the source of income is needed. i have successfully completed the extra verification process weeks before. i checked my email as well and there isn't anything that would explain the pending status.

i have also read here that my account might have been tagged for violating the terms of service. i can assure you that i have not and can provide further proof of the legitimacy and legality of the sources of my payments.

right now there is $200 that is not reflecting in my account. this is a big deal to me so kindly have your personnel take a look at my account and explain this. thank you so much!