10/25/23, 8:00 AM Gmail - Your Chat Transcript
ero man <duyungson@[Link]>
Your Chat Transcript
[Link]@[Link] <[Link]@[Link]> Tue, Oct 24, 2023 at 10:58 PM
To: duyungson@[Link]
General Info
Chat Start
10/24/2023 08:21:04 AM
Time:
Chat End
10/24/2023 08:57:28 AM
Time:
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Chat URL:
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Referer URL: [Link]
Name: Eka Ridzki Oktorajasa
Email: duyungson@[Link]
Phone: +6287884324478
Initial
I need to know the update of my name format change.
Question:
Chat Transcript
08:24:08 AM [Eka Ridzki Oktorajasa] I need to know the update of my name format change.
08:24:34 AM [Manuel]
Hello, my name is Manuel. Thank you for contacting live chat. I'll be happy to help guide you today.
08:26:47 AM [Manuel]
Just to make sure I understand, are you looking to update your name on your Hyperwallet account?
08:27:22 AM [Eka Ridzki Oktorajasa] Yesterday I received a notification that my withdrawal has been returned due
to a difference in the name of beneficiary account. The problem was the beneficiary name includes my middle name,
while the transfer order only consist of my first and last name. The support said it needs 1x24 hours to change it, but
it is almost 24 hours and the name has not been changed.
08:28:37 AM [Manuel]
Thank you for letting me know about this issue. Please allow me a few moments to investigate.
08:33:11 AM [Manuel]
Thank you for your patience. In this case I actually recommend you contact TELUS support as for security reasons,
we don't have access to the permissions to make name updates.
08:33:39 AM [Manuel]
You can contact them at:
ti_aicommunitySupport@[Link]
And they'll be able to make the name update for you.
08:35:41 AM [Eka Ridzki Oktorajasa] Is it not an issue in Hyperwallet end?
08:36:30 AM [Eka Ridzki Oktorajasa] Because the Support from yesterday (Jennifer if I'm not mistaken) said that it
has been reported to SUpport.
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10/25/23, 8:00 AM Gmail - Your Chat Transcript
08:37:36 AM [Manuel]
For security reasons we do not have the permissions in the system necessary to update your profile information,
therefore it is necessary to contact TELUS support.
I apologize for any miscommunication, such requests can only work if TELUS has already made the update on their
system.
08:38:32 AM [Eka Ridzki Oktorajasa] Should I email Telus or is there a specific form I should fill?
08:39:05 AM [Manuel]
You can email TELUS through the email address I have shared with you.
08:39:24 AM [Eka Ridzki Oktorajasa] Okay thank you
08:39:29 AM [Manuel]
Thank you for your understanding. Is there anything else I may assist you with today?
08:41:23 AM [Eka Ridzki Oktorajasa] Can you re-check, just to make sure, the exact reason of my payment
return?
08:41:47 AM [Manuel]
Of course. Please allow me just a moment.
08:43:58 AM [Manuel]
Thank you for your patience. It does appear it was returned due to an invalid beneficiary name, although it does not
specify the middle name. Just to make sure, this account you are attempting to transfer to is under your name,
correct?
08:45:55 AM [Eka Ridzki Oktorajasa] Yes, it is my own account. The only explanation I can assume is the
Hyperwallet name only consisted of my first and last name, compared to the bank account's of complete format with
middle name.
08:46:54 AM [Manuel]
Could you please share your full name with me so that I can verify that?
08:47:16 AM [Eka Ridzki Oktorajasa] Full Name: Eka Ridzki Oktorajasa
08:49:20 AM [Manuel]
Thank you for sharing. I actually see your full name has been registered on our system, including the middle name.
08:50:54 AM [Eka Ridzki Oktorajasa] Can you inform me how I can see that? Because, if I try to make transfer it
still show me as Eka Oktorajasa only.
08:51:13 AM [Manuel]
You can see your profile information under Settings > Profile.
08:55:20 AM [Eka Ridzki Oktorajasa] I just checked it, it is just the same as yesterday and Jennifer said it was
going to be changed so that the middle name would be included in the same column as the first name
08:56:30 AM [Manuel]
Oh ok, I understand what the problem is now. Thank you for clarifying.
In that case, then please contact TELUS support for any profile information changes that cannot be made from your
Hyperwallet account.
08:57:02 AM [Eka Ridzki Oktorajasa] Okay thanks for your help Manuel.
08:57:17 AM [Manuel]
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10/25/23, 8:00 AM Gmail - Your Chat Transcript
Thanks for contacting us. Please do not hesitate to contact us again if we can be of further assistance and have a
great day!
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