AZA finance request to complete SARB reporting mandates (SA) but no response from them and payouts beings stopped. They do not respond to emails and phone not being answered.

[Anon-and-Jeanette0]

Every year we are requested to sign a reporting mandate.  However this year our payments were abruptly stopped last Saturday followed by the email below.  We then signed the online form and uploaded our documents early on Monday morning.  After 4 days no word from AZA finance.  They don't reply to emails and the phones are not being answered.  Tomorrow will be the end of the week with no payouts.   Any other hosts in the same predicament? By law, the South African Reserve Bank requires you to provide some details before we can payout the funds. Sign the mandate form A few things to note The mandate needs to be signed within 7 days (if it hasn't been signed by then, the transaction will be cancelled). If the mandate form is signed after 12:00, we'll pay out the next working day. Any UK, EU and US bank holidays will affect this transaction's payout date/time If you have any questions, contact us on mandates@bidvestbank.co.za and quote your mandate reference "", we’ll be happy to help. Regards, The Bidvest Bank Team

Run by AZA Finance on behalf of Bidvest Bank. Exchange4free Limited (part of the AZA Finance Group of Companies) is authorised by the Financial Conduct Authority, FRN:502845, as an Authorised Payment Institution under the Payment Services Regulation 2017. Registered Office Address: 20 Eastbourne Terrace, London, W2 6LA.

[Amélie252]

Does someone have a phone number for them? I am having issues signing the form and getting no help. I sent an email every day (on day 6). And on their chat thing... it is irritating. Tomorrow, I will have to start the whole process from zero again. 

[Anon-and-Jeanette0]

Still struggling after a week.  No help from Airbnb support and it seems they don't understand or want to make an effort to understand the issue.  Apparently Airbnb is to blame for getting our names wrong on the forms submitted to AZA Finance but they refuse to admit this or take any responsibility.

[Chris464]

Relieved to hear I am not the only one struggling with AZA Finance this past week but it is incredibly frustrating. My payments were also stopped and required to fill in a mandate yet again (although less than a year since I last filled in a mandate). First time I couldn't fill in the mandate at all, as it only allowed a "person" and we are an "entity" (but nothing had changed on our AirBnB profile since the previous payment in August or when I last did a mandate). Then once I had reentered my details on AirBnB I got a second mandate request. This one I could proceed to Step 4 but the button to proceed further was greyed out without any explanation, although all my details were entered correctly. Then yesterday I received a third mandate request. This one I could get past Step 4 (entering exactly the same details as I had the previous time) but then when I got to Step 5 and ticked all the boxes, the submit button said it was contacting the bank and just whirred for 10 seconds before returning to the same screen. I could press this button multiple times and it said it was contacting the bank but then never progressed nor sent an error message. Their system is clearly very bugged and AirBnB don't care about such a poor provider and AZA Finance just blame the failure on Payoneer. Meanwhile I am stuck with no payments from AirBnB who don't do anything about it.

[Chris464]

Reporting back here that I have finally been able to "sign" my mandate. It took 5 separate e-mails to AZA Finance, as well as a similar number of messages to AirBnB support. It was clear that each time I went into the mandate, something had changed behind the scenes but not necessarily enough to make it work. Finally, now, although I entered exactly the same information as I had done on all previous attempts, it was possible to sign. So persistence does pay off - but I don't know whether the problem was resolved by AZA Finance or AirBnB. Best to chase them both up.

[Daniel19]

Hi Chris 

I am having exactly the same issue and have been for weeks now. 

I am also stuck on step 5,

it appears from social media that multiple other hosts having the same issue. 

how do we get it resolved? 

 

 

[Sandri1204]

I am having the exact same problem. I am stuck on Step 5 and have reached out to AZA Finance several times. 

[Daniel19]

Does anyone have an update or work around? 

[Amy3335]

Hi Chris - Please explain your "Re-entered details on Air BNB" - Did you re-enter your business / bank account details? 

Thanks.

[Amy3335]

Also, our mandate came from Bidvest and not AZA - Are they one and the same? As Bidvest is completely impossible to get hold of. 

[Kim4714]

Bidvest Bank complaints line:  0860 444 664

[Amy3335]

Hi there,

Any feedback on if this was resolved?

[Amy3335]

Hi there,

We too are experiencing this and no matter what we enter into the form, we still get the error message. Does anyone have a relevant contact for Bidvest? Air BNB have been no help 😞 We are not sure if the error lies with Air BNB or Bidvest, or where to even turn. Any feedback would be appreciated. We can enter all details, but end up with the same: Completion error - Contact the international sender (Air BNB Inc) to check details etc etc.. 

Very very frustrated!

Thank you,

Amy

[Amy3335]

Just to add that the details we usually had inputted with the yearly mandate had always been approved. So not sure on which end the details have shifted - Sounds like a glitch on Air BNB's end - But will they resend the payments or fix their error? 😕

[Kim4714]

I'm also having significant issues - I get a verification message that says my bank account details aren't a match to the mandate and I'm copying them directly off my bank statement. I have tried for over a week to get assistance from AZA and am still just getting notes saying your details need to be the same as your bank statement.  This is crazy to have so much friction in the system that is usually a straightforward verification process.  I have the Bidvest bank complaints number :  0860 444 664 - AZA finance is doing this process on behalf of Bidvest bank