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you should (also) ask the sender institution to trace it. did you include the reference number? don’t forget the USD IBAN is polled (shared).
if your chat session is assigned to one of tge specialised teams the normal business support team can’t see what you write.
they will need the detailed transfer info from the sender.
Enclosed please find copy of payment order and SWIFT-massage for this payment.
As previously advised by my colleague, the chat was escalated to the onboarding queue. I’ve asked our chat support team to attend to your query now. My colleague will be with you shortly.