cocoloco

Hello, My supperannuation is currently held by the ATO. It's been more than 28 days and they have not released the funds to my bank account (Australian one). I have permanetly departed from Australia 2 years ago. I called the ATO twice but the agents told me that they could not locate my application even though I received a confirmation email. Does anyone know what can be the problem with my application? Do they normally request extra information? Thank you.