Issue:
Rollover In and Out event needs to be deleted, due to incorrect processing through SuperStream.
Resolution:
When a SuperStream event is generated or acted upon in Class, a message leaves Class system and is received by the receiving/transferring fund. These messages cannot be recalled, amended or deleted once they have been sent.
If an error has been made or an event needs to be amended, we always recommend the member contacts the other SMSF/APRA fund and asks them to Reject the Rollover Request from their end. This will complete the workflow and automatically delete the business event in Class that is generated by SuperStream. Then a new SuperStream event with the correct details can be reinitiated.
When should I contact Class Support?
- You have contacted the APRA fund/ external funds but they are unable to locate/reject the Rollover message from their end.
- The APRA fund/ external funds advised that they have rejected the Rollover from their end, but this has not been reflected in Class.
In the above circumstances, please send through a written Support Request to support@class.com.au including the following details:
- Confirm that no cash has been sent/received from the other fund,
- For a Rollover In/Rollover Out, provide written confirmation from the APRA fund that they acknowledge the Rollover is rejected (in the case they cannot find the event or the rejection has not been reflected in Class)
NOTE: If written confirmation from the APRA fund is not available, the message must be outstanding for 14 days or more before it can be deleted.