Trans-Fast Remittance

Revdex.com:One of the Managers responded to me and informed about the issues they faced, the transaction is now complete and they have apologizedso I guess that's enough of a resolutionI'm not going back to them anymore! Thanks Revdex.com for being such a helping hand for Consumers! Sincerely, [redacted]

Complaint # [redacted] Submitted on 82015Name: [redacted] ***Email address: [redacted] Transaction #: [redacted] Transaction date: 82015Issue: Refer a FriendAnalysis:Customer was referred by [redacted] ( [redacted] ) on June **, 2015.He made his first transaction on August **, and got completed on August**, Customer sent an email on August [redacted] and asked for the reward statusAgent advised customer that the promotion has ended as of July **, and anemail has been sent to both referrer and friend that they have until 11:59:PM EST Wednesday, July **, to make a qualified transfer to be eligible for your $eGift Card rewardAfter that date, anytransaction made via a friend’s unique referral link will no longer be eligible[redacted] Action/s Taken:Sent email to the customer and informed him about the validity of the RAF promotionAdvised as per Terms and Conditions, “TRANSFASTreserves the right to terminate the RAF Program at its sole discretion at anytimeNotice of program termination will be sent to RAF Program participantsvia email.”Issue has been escalated to Marketing Team to check for possible resolution on how to go about the reward.your $eGift Card rewardAfter that date, any transaction made via afriend’s unique referral link will no longer be eligible

[redacted] , We are very sorry for your recent experience with usI was able to review the details of your transaction and listed them as a timeline below 5/ [redacted] – Transaction Initiated 5/ [redacted] – You submitted your Bank Statement 5/ [redacted] – you contact us through online message for status update – we relayed everything was on schedule for regular release5/ [redacted] – Transaction was reviewed by Account Security Team – Since this review took place after pm on a Friday, we were unable to debit the funds from your accountWe are only able to debit funds during banking hours so this was pushed to Monday the [redacted] at am The funds are debited from our customers’ accounts in a group or batch file which is done twice a day, once at am and the other at pmOnce transactions have been debited, we are unable to cancel these transactions5/ [redacted] – Funds are debited from your account 5/ [redacted] – You contact us through online message at 1:pm to cancel the transaction due to insufficient funds 5/ [redacted] – transaction is cancelled I hope this helps to explain the timeline of your transactionSince your transaction was reviewed late on a Friday, we were only able to debit the funds from your account that Monday at amOur refund policy as stated on our website is to business days, your transaction was cancelled on 5/ [redacted] so please allow the allotted time before you receive the funds back into your accountIf you have any questions, please let us know Thanks, Your Transfast Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Once again, your company has only stated the same generic info you tell all customers who run into delaysYou still haven't taken further, expedited steps to help resolve my issueYou give me the runaround and blame everything on other banks but not your companyYour company is at faultI checked status on the refund and your company said it was my bank at faultI called my bank and they don't even show any attempt at a refund being submitted to my card from you allThey have now launched an investigation due to the strangeness of activity from your business] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] ***, While it is our intent to complete your money transfers as quickly as possible, we keep your safety and security a top priorityCertain transactions may be held for review by our Account Security Team and may increase the time before your transaction is completed These verification process may delay the processing of your transaction.Hence, your transaction has been completed and funds were successfully credited to your recipient's accountOur sincere apologies for any inconvenience caused.Please let us know if you have any questions.Regards, The Transfast Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The reason is not acceptable, if your server was down how did it accepted my requestYou cancelled my request after hours of the transaction, your answer doent make sense In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] There are lots of questions unanswered:Why would Agent D [redacted] state on [redacted] that "Since it is a commercial transaction, it would take 5-days to get back the money"? when the money was not even sent and the initial verification had failed The agent told me that you cant do commercial transaction on [redacted] after I had already made the transferI had inquired about it earlier before making the transaction, they said it could be doneThe enquiry was done on [redacted] to their chat agents Also, if they state that they dont perform commercial transaction then why would they have "Personal"/"Company" option in their site for transferring moneyI had also sent out an email about itWhen I had spoken to the agent before opening an account, they told me that the transfer woudl take only hours to reach indiaInspite of knowing that this was the first time i'm using their service and I would have to open an accountAfter I opened it, since the money was not transferred when I called the customer care, they told me that since this is the first time, it would take daysAnd that they needed to verify my account In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Thank you Revdex.com for your efforts towards this issueWhile I understand this is a lengthy process to reverse funds, more than months of wait is long to address my problemI would like to keep this ticket open until the I receive back my lost funds from TransfastOnce again, thank you for your follow-up In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I was able to talk to the customer and this complaint has been resolved

We sincerely apologize for the delay of your transferYour suggestion about the documentation alert has been escalated for consideration

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear Officer,In order to view gift card activity for [redacted] .com primary requirement is to have gift card code applied to the accountIn my case I cannot apply gift card code to my [redacted] .com because Transfast.com has not given me a valid gift card codeI am enclosing print screen for my [redacted] .com account which clearly shows I have no option to view gift card activityIn case of clairifications please contact [redacted] .com customer support centerAs said before I have called [redacted] .com support center and they have verified gift card code supplied to me is not valid as it has already been claimed - used on other accountI have no other resources or services provided to view my gift card activity.As seen in print screen only two choices I have in [redacted] .com account are:Apply gift card - I cannot apply because given code to me is invalidRedeem gift card - I cannot because in order to redeem gift card needs first to be applied to accountAs matter of fact other print screen clearly shows that I cannot apply gift card code given to me in my [redacted] .com account as it is not valid and that can be clearly seen in my [redacted] .com accountMy question to Transfast.com is - How can customer view gift card account activity without having a valid gift card code? Please explainSincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As mentioned in your website, please provide documentation indicating that the transfer was actually made to my bank account (in India), and it was rejected by them I will accept the response only if you provide reasonably adequate documentation to substantiate your claimsI have received several responses but not a single piece of documentation In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Analysis: Transaction was processed on (SUCCESS IMPS#: [redacted] )” and recipient should check his latest bank statement Customer sent an email on June [redacted] together with the screenshot of recipient’s bank statement and proof that the money has been debited on his source accountOn June ***, Partner said that this has been escalated to the receiving bank and feedback will be sent once we received updates from them June **- Manager MP [redacted] asked for status update June [redacted] –customer called backFollow up email was sent by CS and Manager AA*** July [redacted] – customer submitted a review on [redacted] Sent by Alex L [redacted] to B [redacted] and MP [redacted] via email July [redacted] – another follow up email was sent to the partner July [redacted] – Manager TP [redacted] , sent follow up email Received reply from partner (A***), saying that this is still being investigated July [redacted] and [redacted] – customer sent a follow up email July [redacted] – Manager B [redacted] sent a follow up email Received reply from partner (A***), still waiting for bank’s feedback / [redacted] Style Definitions */ July [redacted] – Bank replied, "We have raised the Credit Adjustment today for the said transaction thro’ NPCI-DMS portal as we are unable to credit the amount to the beneficiary account." (Csecommerce not copied on the email – only to leadecommerce) July [redacted] – received updates from Deepak M***, bank reversed the transaction because they were unable to give a credit through the NPCI portalTransaction has been cancelled on TF system (Csecommerce not copied on the email – only to leadecommerce) ASG - LC***- reviewed and released the transaction on CS MX - VOICE- ERIK.S [redacted] – On June **, customer called to dispute the completion of the transaction Agent communicated with the partner via blue balloon and email and advised customer to check his email for any updates On June **, customer called backAgent advised to check recipient’s latest bank statement CS MX- VOICE- JULIO.R [redacted] – On June **, customer called to follow upAgent endorsed customer’s email to Ecollections L [redacted] for callback CS VOICE- VERONICA.C [redacted] – June **, funds are still not creditedHe submitted recipient’s bank statementCustomer asked for supervisor or managerAgent advised to wait for partner’s feedback within to hours CS VOICE- EDE [redacted] – June **, customer asked for refundAgent advised that the issue is still being investigatedTransferred to Manager AA [redacted] per customer’s request CS- NON VOICE- PT [redacted] – no notes / [redacted] Style Definitions */ July [redacted] – Bank replied, "We have raised the Credit Adjustment today for the said transaction thro’ NPCI-DMS portal as we are unable to credit the amount to the beneficiary account." (Csecommerce not copied on the email – only to leadecommerce) July [redacted] – received updates from Deepak M***, bank reversed the transaction because they were unable to give a credit through the NPCI portalTransaction has been cancelled on TF system (Csecommerce not copied on the email – only to leadecommerce) ASG - L***- reviewed and released the transaction on CS MX - VOICE- ERIK.S [redacted] – On June **, customer called to dispute the completion of the transaction Agent communicated with the partner via blue balloon and email and advised customer to check his email for any updates On June **, customer called backAgent advised to check recipient’s latest bank statement CS MX- VOICE- JULIO.R [redacted] – On June [redacted] customer called to follow upAgent endorsed customer’s email to Ecollections L [redacted] for callback CS VOICE- VERONICA.C [redacted] – June **, funds are still not creditedHe submitted recipient’s bank statementCustomer asked for supervisor or managerAgent advised to wait for partner’s feedback within to hours CS VOICE- EDE [redacted] – June **, customer asked for refundAgent advised that the issue is still being investigatedTransferred to Manager AA [redacted] per customer’s request CS- NON VOICE- PT [redacted] – no notes / [redacted] Style Definitions */ CS- NON VOICE- MJ [redacted] – Via emailAgent advised that the transaction has been paid as of and recipient needs to check latest bank statement(Should check email thread and communication sent to the partner) CS- NON VOICE- KT [redacted] – Via emailAgent advised to send recipient’s latest bank statementAgent communicated to the partner (Should check email thread and communication sent to the partner) Action/s Taken: Sent email to customer and explained the reason why the transaction was delayedAdvised that the receiving bank was unable to credit the amount through NCPI (National Payments Corporation of India) portal, hence, the transaction has been cancelledOffered GC (amount not specified yet) as compensation for the inconvenience Recommendation: Agents should check email thread and communication sent to the partner so customer does not need to repeat himself on what’s the issue about Should send out email to customer for any updates Make sure that cancelled transaction is filed on refund tracker / [redacted] Style Definitions */

Dear [redacted] ,?This is regarding your transaction [redacted] Please be advised that Value+ delivery service usually takes within business days from the debit request date sent to your bankHowever, as stated on our User Agreement, we may contact you for further information, documentation and verification before we complete a transactionThis verification process may delay the processing of your transactionLast August [redacted] was holiday in India in observance of Independence dayHence, the transaction has been completed and successfully paid out to your recipient's bank accountWe have also sent emails to our customer informing them of the recent upgrade regarding their sending limitsFor your safety and security, we will require you to submit additional documentation to take advantage of your new sending limit.At Transfast we take security seriously, please expect utmost confidentiality on all documents sentPlease be advised, at any time, we may request additional identification or documentationThis is done to ensure the safety of your identity, and the safe transfer of your money to the correct recipient.We sincerely apologize for any inconvenience this may have caused you.Regards, The Transfast.com Team

[redacted] ,We apologize for the situation with your recent transactionWe have escalated this to our Partners to initiate the steps to retrieve the missing fundsWe will update you as this process unfoldsPlease let us know if you have any questionsThanks,Your Transfast Team

Per our conversation with the customer, this complaint has been resolved

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

[redacted] We are very sorry to hear about your experiences with your recent transactionAfter reviewing your account, I am able to offer more insight into your transaction and past history with usYour transaction was initiated on August [redacted] and after initial review the funds were debited from your account on Monday, August ***Throughout this week the funds moved through our Account Review Process, and were released on August ***We received a Paid receipt saying they were sent to your bank, which is why our Customer Service Agents relayed that same message to youUnfortunately the bank rejected the transfer as the account number entered was incorrectThis took place on August [redacted] because the account number entered was only the last numbers of the account instead of the entire numberI looked up some of your previous transactions from and it seems that you encountered this same error in April, June and July of that yearThe same last numbers were entered and the transfer was rejected by your bankWe have sent you your refund and you should receive the funds within the next business dayIf you do not have them by that time, please email [redacted] and we will get to the bottom of this right awayI hope this helped to explain what happened with your transactionIf you have any more questions or issues, please let us knowThanks, Your Transfast Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I did not get appropriate answers for any of the questions that I had posted earlierI need more details on the following statements given in response - 1) " [redacted] " 2) " [redacted] "1) I need more details on when the funds were sent to recipient bank, and the transaction# or UTR# or any other reference no for this transfer.2) When did the recipient bank face an error and when did they cancel the transaction?3) In the response, the statement " [redacted] " is surprisingDoes that mean you will mark the transaction as complete without transfer actually completing? This possibility negates the utility of tracking feature in your website I need valid documentation for each of your claims to pursue this matter further with recipient bank and I am not expecting any general statements, but instead provide factual informationThe response from your customer support team for my emails has been very poor and they have not provided any single fact or piece of documentation related to this error In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] ,We are sorry for the inconvenience you have faced with this transaction but this was cancelled by the bank because you entered an invalid account number for the recipientOur refund policy is clearly stated under our terms and conditions that you can see below: [redacted] The refund has been filed and since the transaction was cancelled on 3/ [redacted] you should expect your funds to be credited between March ***If they are not available by then please email us at [redacted] Thanks,Transfast Team