Trans-Fast Remittance

Revdex.com:I received my refund this morning.Thank you for your help
Sincerely,
[redacted]

[redacted],I am very sorry to hear bout your experiences with your recent money transfer. Everyone one of our transactions is assigned its own unique 13 digit transaction number, which usually starts with 33TF. Did you receive a transaction number? What is the email address associated with your Transfast...

account? How do you know the money transfer was initiated? Do you any proof that the funds were debited from your account? A screenshot of the debited funds showing the funds were taken out by Transfast? I apologize for all the questions but it will be much easier to get to the bottom of this if I have as much information as possible. I can assure you that we are here to help, so once you are able to provide us with the necessary information we will get back to you as soon as possible. We apologize again for this error and we're looking forward to hearing from you.  Thanks,Your Transfast Team

Revdex.com Complaint ID#[redacted].Date: August **, 2015Customer: [redacted]Transaction #: [redacted]Email Address: [redacted]Agent/s involved: [redacted],[redacted], KT[redacted], D[redacted], JOSE.M[redacted] and RR[redacted]Issue: Refund IssueAnalysis: Customer made a transaction on...

7/**/2015 10:49:51 AM,however, it has been cancelled on July ** due to commercial transaction is notallowed. He called on July ** and asked for the refund status, since it’s notfiled on tracker yet, agent advised that it will be processed within 3-4business days. Customer was upset and asked for a supervisor, [redacted], tookover the call and advised that the refund has been processed on july ** andshould reflect on the next business day, july [redacted] Customer called backon July ** to follow up on refund status. Agent D[redacted] asked customer to sendscreenshot of his bank statement and escalated the issue to ACH. RR[redacted] calledcustomer back on listed number and provided trace number so customer can trackit with his bank.July ** – CS VOICE- [redacted]– received transaction under NR status. Agent educated customer of turnaroundtime for initial transaction.                July **- ASG – [redacted] – reviewed and cancelled thetransaction as commercial transaction is not allowed. Agent sent email to thecustomer regarding the cancellation. July ** –CS NON VOICE- KT[redacted] – customer contacted us via chat, asked why thetransaction has been cancelled.  Agentadvised that we do not allow commercial transaction. Advised refund processJuly ** –CS VOICE – D[redacted] – called regarding refund status. Advised that it willbe processed within 3-4 business days. Customer used profanity, agent warnedthe customer and released the call.July ** –CS VOICE- D[redacted] and JOSE.M[redacted] - customer called back and asked for a supervisor. Advised to will reflectin no more than 48 hours. Sent email to collections. Customer said that he willfile complaint to Revdex.com.July ** –CS VOICE – D[redacted]. D[redacted] – follow up on refund status. Agent advised to sendbank statement dated july **. Customer used abusive words. Agent escalated toecollections.July ** –ACH – RR[redacted] – called customer back and informed that refund has beenprocessed. Provided trace number so customer can track it with his bank.Action/s Taken: Sentemail to the customer and explained why the transaction has been cancelled.Advised refund has been processed.

Revdex.com Complaint ID 11113109Sent: 2/1/2016 11:56:27 AMName: GURUMOORTHY SINGARAVELUEmail: [email protected]: 33TF330499261Date: 5/7/2015 9:09:28 PMAnalysis:-Transaction amounting to $2000 was done on 5/*/2015 via bank deposit going to India-It has been auto released and got paid on the...

system on the same day.-An investigation ticket was opened via BB on 5/**/2017-Per partner, it has been successful  (IMPS)-Several follow up communication were sent to the bank-Partner is still coordinating this with the bank branchPer partner, issue has been escalated to the higher officials, since recall of funds credited to an incorrect account is a lengthy procedure, a time frame cannot be provided.We are taking our utmost effort to get back the funds and we will keep you updated asap.

[redacted], We are very sorry for your recent experience with us. I was able to review the details of your transaction and listed them as a timeline below.  5/** – Transaction Initiated 5/** – You submitted your Bank Statement 5/** – you contact us through online message for status update – we...

relayed everything was on schedule for regular release. 5/** – Transaction was reviewed by Account Security Team – Since this review took place after 3 pm on a Friday, we were unable to debit the funds from your account. We are only able to debit funds during banking hours so this was pushed to Monday the [redacted] at 10 am.   The funds are debited from our customers’ accounts in a group or batch file which is done twice a day, once at 10 am and the other at 3 pm. Once transactions have been debited, we are unable to cancel these transactions. 5/** – Funds are debited from your account 5/** – You contact us through online message at 1:34 pm to cancel the transaction due to insufficient funds 5/** – transaction is cancelled  I hope this helps to explain the timeline of your transaction. Since your transaction was reviewed late on a Friday, we were only able to debit the funds from your account that Monday at 10 am. Our refund policy as stated on our website is 5 to 7 business days, your transaction was cancelled on 5/** so please allow the allotted time before you receive the funds back into your account. If you have any questions, please let us know.  Thanks, Your Transfast Team

[redacted],We apologize for the situation with your recent transaction. We have escalated this to our Partners to initiate the steps to retrieve the missing funds. We will update you as this process unfolds. Please let us know if you have any questions. 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:

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 claims. I 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]

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

Consumers!
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:1. Why would Agent D[redacted] state on [redacted] that "Since it is a commercial transaction, it would take 5-6 days to get back the money"? when the money was not even sent and the initial verification had failed.  2. The agent told me that you cant do commercial transaction on [redacted] after I had already made the transfer. I had inquired about it earlier before making the transaction, they said it could be done. The enquiry was done on [redacted] to their chat agents.  3. Also, if they state that they dont perform commercial transaction then why would they have "Personal"/"Company" option in their site for transferring money. I had also sent out an email about it.4. When I had spoken to the agent before opening an account, they told me that the transfer woudl take only 4 hours to reach india. Inspite of knowing that this was the first time i'm using their service and I would have to open an account. After 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 2 days. And 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]

Dear [redacted], While it is our intent to complete your money transfers as quickly as possible, we keep your safety and security a top priority. Certain 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 account. Our 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 beca yes
 
 Yes I received my funds back but this company out and out lied on their response to this site. No they didn't tell me I world receive my refund in 5-7 days, they said within 24 hours which is why I was so mad. If I knew it would have taken 5-7 business days to receive it, I would have gone through the transaction! But the fact is, they lied and I do not tolerate [redacted] in people or companies!
 
 
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:

Transfast.com customer support Team advised me to complete following steps:Here are the steps to do that:1. Log in to [redacted].com                                 ...⇄ 2. Click on your Account                                    �...⇄ 3. View [redacted] Gift Card BalanceAs advised by them I followed exactly the same steps used my [redacted].com account and applied the Gift card No. Having duly complied with their requirements I took print screen for my account which clears shows - "This gift card claim code has been redeemed to another account"Further I have also verified with [redacted].com customer support that gift Card provided to me is already used on other account. I am enclosing word file which has print screen for the said Gift card being already used. Where as Transfast.com on purpose is delaying the complain since Oct **, 2014 and always send e-mail to me requesting me to disclose different information to be supplied in relation to my account which has no relevance to Gift card complain. Yet no replacement has been provided to me nor I see any deliberate effort on part of Transfast.com to cooperate.Transfast.com Customer care support is hardly showing any due gratitude to resolve the complaint. They are continuously ignoring my response in relation to my complain. 
I have already provided all necessary information to them which they requested. I can provide copies of e-mail if needed.Sincerely,
[redacted]

Customer has been refunded on 10/**/2014 and the refund should appear the next business day on customer's account 10/**/2014.

Dear  [redacted],This is regarding your recent money transfers with us.We were able to review your complaint filed via Revdex.com with ID [redacted].Upon checking you have made 6 transactions starting January [redacted] which were eventually cancelled by our Account Security Group for non compliance...

of documents needed.We do have different protocols for the various sending limits which require further documentation to verify these accounts. So anything over $3,000 would require additional documents and it increases from there on. Our max transfer allowed is $10,000 but this counts for total transfers within a month. Feel free to visit this link for further details: [redacted] -FEES and LIMITSIn accordance to our User Agreement, TRANSFAST reserves the right to validate the identity and account holder; the funding source and funds availability from the funding source of the sender; and to validate the location or receipt type (bank account, credit/debit card, pick-up location, agent location, etc.) of the recipient. Under our "Customer Identification Program",In doing our part in the fight against financial crime and terrorist financing activities, we are compelled by U.S. and International laws to obtain, verify and record personal and private information about our customers. Other personal data pertaining to you may be obtained from other sources with or without your knowledge, including information that we may gather about you when utilizing the Services. Periodic account reviews may result in additional verification and validation of personal or private information, and may delay completion of transaction until validation is complete. We may contact you for further information, documentation and verification before we complete a transaction. This verification process may delay the processing of your transaction."Due Diligence and Verification"TRANSFAST has a regulatory obligation to verify customer information, and to monitor and track certain types of transaction activity. Customer information that TRANSFAST may have to verify may include customer identity, instructions and means of payment for a Transaction. These processes may cause certain Transactions, Refunds or Credits to be delayed or rejected.To unlock your account, we strongly suggest you submit the required information to process your request. Please be advised that we consider your security to be of the utmost importance. We dedicate substantial resources and implement state-of-the-art measures to ensure that your information is secure.  All documentation will be kept secured, will remain confidential, and will only be used for verification and identification purposes in pursuant of our Privacy Policy.Refund has also been processed for all 6 cancelled transactions and should be available on your account.If you have any questions, please feel free to respond to this email and chat with us or call us at ###-###-####.Regards, The TRANSFAST Team

[redacted]
Analysis: Transaction was processed on 6/*/1:25:AM
and was released by ASG and got paid on the system on the same day since the
customer is sending to [redacted] BANK which is part of our instant
deposit listCustomer called on June [redacted] , to dispute the
completion of the transactionPartner said that "IMPS is successful from our end on 06/**/(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 [redacted], 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 ** –customer called backFollow up email
was sent by CS and Manager AA[redacted]
July * – customer submitted a review on
[redacted]Sent by Alex L[redacted] to B** and MP[redacted] via email
July * – another follow up email was sent to the
partner
July * – Manager TP[redacted], sent follow up email
Received reply from partner (A[redacted]), saying that this is still being
investigated
July * and * – customer sent a follow up email
July ** – Manager B** sent a follow up email
Received reply from partner (A[redacted]), still waiting for bank's feedback
July ** – 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 ** – received updates from Deepak M[redacted], 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[redacted]-
reviewed and released the transaction on 06/**/
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
July ** – 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 ** – received updates from Deepak M[redacted], 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[redacted]-
reviewed and released the transaction on 06/**/
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
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

Attached is the Proof that Gift Card has already been sent.

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

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 enter the incorrect account number and even verified on the phone that your company had the correct account number for the recipient. Thankfully my bank handled the refund faster for me after they launched an investigation after I told them of my ordeal dealing with your company. Once again, your company is showing such lack of tact by placing the blame on the customer instead of owning up to your poor services. This complaint can be closed but by no means due to me accepting these excuses you're giving. I'm closing it solely on the fact that my bank made up for another company's inability to do good business.]
 
 
 
 
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]
 It was a one time transfer.  Your business gave a solution asking  me to make another $1000 transfer for which they would apply the promotion rate. Will they be providing that $1000 too?  Conditions before first transfer never said it has to be done by phone for promotion rate.  Inspite of confirming with the customer support  that the promotion rate has been sent for approval and will be applied during the final transfer this issue  occurred.  Not sure how many  cases went unreported. You could have very well mentioned you can't provide the agreed rate.  This resulted in losing another $4000 transfer which I had to get it done from some other exchange.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com Complaint ID #: [redacted]Transaction #: [redacted]Transaction Date: 8/**/2015Name: [redacted]Email address: [redacted]Analysis:Customer created his transaction on 8/**/2015 via bank deposit going to India. He chose VALUE+ delivery. Ach was generated on 8/**/2015 and was...

auto released on 08/**/2015. However, it was placed on hold by Compliance due to additional documents needed because he is sending $3100 (SSN and ID). Customer called on 8/**/2015 and requested to cancel as he doesn’t want to provide SSN. Refund has been filed on tracker.Action/s Taken:Called customer on listed number but unable to reach him. Sent email instead and explained how VALUE+ delivery service works. Advised that all transactions are also subject for review and approval and additional documents may be needed as part of our verification process. Advised customer of sending limits and information needed in order to process his transaction. Advised that we are also testing number of rates that’s why rate on the website/homepage is different from his actual transaction but guaranteed that rate is locked.