TransferGo Payment Sent but Order Still Awaiting Payment

My recent TransferGo money transfer to a bank account and then to a card has not been processed correctly despite the payment leaving my bank. On 17 August 2026 at approximately 18:20, I created TransferGo order number 71685556 for a total of 11,300 TRY and paid it via FAST/EFT from my Enpara account using the payment details provided. The money was successfully sent from my Enpara account to “Moka United Ödeme Hizmetleri”, and I have the official Enpara digital receipt for this transaction dated 17/08/2026. Despite this, the status of my TransferGo order still appears as “Waiting for you to pay in / Awaiting payment”, as if no payment has been received. The funds have already left my Enpara account, but TransferGo has not reflected this on my order. After noticing the issue, I realised that I accidentally omitted the TG client/reference number in the transfer description. I immediately contacted TransferGo customer support, explained the situation and asked them to manually locate and reconcile my payment based on the transfer details. Support informed me that bank payments can take up to 24 hours and stated that if they do not receive the funds within this time, they will start the payment trace process. At this moment, 11,300 TRY has been debited from my Enpara account to Moka United, but order 71685556 on TransferGo still appears unpaid. This situation is causing serious concern, as my money has left my bank while my TransferGo transaction remains blocked in “awaiting payment” status. I kindly request that TransferGo urgently trace the incoming 11,300 TRY payment, confirm whether it has reached TransferGo/Moka United, and manually match it to order 71685556 if necessary so that the transfer can be completed. If the payment cannot be located within the promised 24-hour period, I ask that the payment trace process be started without delay and that I am kept informed at every step until the funds are fully accounted for and either the transfer is completed or the amount is safely returned. I will attach the official Enpara payment receipt and related transaction documentation to this complaint and I am ready to share any additional details directly with TransferGo if required.