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Trans-Fast Remittance

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Trans-Fast Remittance Reviews (217)

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 3 questions that I had posted earlier. I need more details on the following 2 statements given in response - 1) "[redacted] [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 surprising. Does 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 information. The 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]

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 have not submitted my bank statements. And yet you have allowed the transaction. Also I have requested the transaction cancelled much before Friday.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com Complaint ID# [redacted]
Date:
July **, 2015
Customer:
[redacted]
Transaction
#:
[redacted]
Email
Address: [redacted]
Agent/s
involved:
LC[redacted], ERIK.S[redacted], JULIO.R[redacted], VERONICA.C[redacted],
ED[redacted], PT[redacted], MJ[redacted] and KT[redacted]
Issue: Customer submitted a complaint
to Revdex.comFunds are not credited to the recipient's bank account nor refunded
back to his US bank account
Customer's
statement: "As
a customer - I do not even want to understand how you work internally with the
partners and the entire process of transferring the moneyAll I care is when
was my money deducted from my source checking account and whether the money has
been transferred successfully or notIt has been close to one and half months
and there is no trace of the moneyI had a follow up activity in India
(destination country) that has been halted only because of the unsuccessful
money transfer attempts as a result of which my plans were turmoiled and the
damage has been done
At this point, as a frustated customer I am
looking out for my principal amount that I tried to transfer using TransFast
and an interest money on the principal amount for the delay that has been
caused by Transfast."
Analysis: Transaction was processed on 6/*/1:25:AM
and was released by [redacted] 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 M[redacted] asked for status
update
June ** –customer called backFollow up email
was sent by CS and Manager A[redacted]
July * – customer submitted a review on
[redacted]Sent by Alex L[redacted] to B** and M[redacted] via email
July * – another follow up email was sent to the
partner
July * – Manager T[redacted], sent follow up email
Received reply from partner ([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 ([redacted]), still waiting for bank's feedback
July ** – Bank replied, "We have raised the Credit Adjustment today for the said
transaction thro' [redacted] portal as we are unable to credit the amount to the
beneficiary account." ([redacted] not copied on the email – only to
[redacted])
July ** – received updates from Deepak M[redacted], bank reversed
the transaction because they were unable to give a
credit through the [redacted] portalTransaction has been cancelled on TF
system. ([redacted] not copied
on the email – only to [redacted] - 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 [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- E[redacted] – June **, customer asked for
refundAgent advised that the issue is still being investigatedTransferred
to Manager A[redacted] per customer's request
CS- NON VOICE- P[redacted] – no notes
July ** – Bank replied, "We have raised the Credit Adjustment today for the said
transaction thro' [redacted] portal as we are unable to credit the amount to the
beneficiary account." ([redacted] not copied on the email – only to
[redacted])
July ** – received updates from Deepak M[redacted], bank reversed
the transaction because they were unable to give a
credit through the [redacted] portalTransaction has been cancelled on TF
system. ([redacted] not copied
on the email – only to [redacted] - 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 [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- E[redacted] – June **, customer asked for
refundAgent advised that the issue is still being investigatedTransferred
to Manager A[redacted] per customer's request
CS- NON VOICE- P[redacted] – no notes
CS- NON VOICE- M[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- K[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 [redacted]) portal, hence,
the transaction has been cancelledOffered ** (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

Dear [redacted],Please be advised that the promotion already ended when you initiated your first transaction. Its clearly stated on our Terms and Conditions, that we reserve the right to terminate the promotion at anytime. Hence, we have offered you a $10 egift card as a compensation for the inconvenience this may have caused you. Upon further deliberation, its the maximum amount we can offer. Please refer to [redacted] for further details.We appreciate your business.Regards, The Transfast.com 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:

Since Trans fats is  the one doing business [redacted], trans fats should be responsible for my refund, because they.re dealing with unliable and untrusted banking, how can a bank paid money to someone that the name don’t match recipient name, Transaction ID, phone number and account, very bad, and I even called to have that to be corrected or refund my money, they ignored me, no phone call or email, trans fats verified my email, my ID, bank statement before they release the money in Nigeria, the same process should be done in Nigeria, before any money is release to anyone, please I want my refund of $500 back, am taking a huge step further obama will hear about this matter, I want my refund of $500 back.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted], We are very sorry for the cancellation of your transaction on 11.*. We experienced an internal issue with our processing system which forced us to cancel several transactions. This error affected the transaction details which forced us to cancel these transfers before they were transferred...

incorrectly. We completely understand your frustration and apologize for any inconveniences caused by this. We take issues like this very seriously and issued a fix for this error right away. Our systems are currently accepting new transactions and we have a solution in place so this does not happen again. 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:

I cannot agree to the fact, it was based on the information provided by me.I have shared the transaction receipts received from Transfast which reflects my name and the valid IFSC code of the bank. So no way, I can agree it was miss from my end. Request you to held accountable for getting back my amount.
 
 
 
 
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:

As of today 8/*/2016 at 11:20:42 am the money has not been returned to my account. I will check again tomorrow, pending possible delays in the transfer between banks. It would have been better if I was given a reason why my transaction was denied in the e-mail that was sent to me 8/*/2016 at 6:00 am indicating that the transfer was being void, rather than leaving wondering why my transaction was denied. I should have received a call from your security accounts department inquiring why the mismatch between the debit card information and my transfast account instead of leaving me in limbo. Perhaps better customer service should be in place so your customers are aware of what's going on. This happens quite often as your reviews online indicate.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted], We apologize for the inconvenience you faced with your recent money transfer. After looking over the details of your transaction, I can offer an explanation for our timeline. You initiated your transaction on 5/** for $2,499 and had a previous transaction from 5/** for $1,000. We list on our...

website that there are sending limits in place and once you send over those amounts within 30 days, we require specific documentation to verify the transaction. Since you sent over $3,000 in 30 days, we requested your Passport for verification. Once we reviewed your documentation your transaction was released and should be credited in your account. I would like to mention the standard timeline for all Value + transactions is 3 to 5 business days and your transaction was released late on 6/* which would be the 4th business day since banks were closed for Holiday on Monday 5/**. Please let us know if you have any questions or issues and you can always email us directly at [redacted]
Thanks, Your Transfast Team

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.Thanks to Revdex.com but the transfast took longer to verify everything they should ask it while adding recepient and tell the customer clearly regarding the complete procedure and due date. (REVIEW period with no update and saying PROCESSING is seriously hard and hard to bear)
Sincerely,
[redacted]

We spoke with the sender and we are investigating this concern.

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 account. In my case I cannot apply gift card code to my [redacted].com because Transfast.com has not given me a valid gift card code. I am enclosing print screen for my [redacted].com account which clearly shows I have no option to view gift card activity. In case of clairifications please contact [redacted].com customer support center. As 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 account. I 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:1. Apply gift card - I cannot apply because given code to me is invalid2. Redeem 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 account. My question to Transfast.com is - How can customer view gift card account activity without having a valid gift card code? Please explainSincerely,
[redacted]

Dear Dear [redacted],As agreed upon, we have already sent you the $25 eGift card compensation plus the $10 Egift card you should supposed to receive on our previous promotion.Total gift card sent is $35. Please check on your inbox, spam and promotion folders. An email notification was sent to you regarding this.If you have any questions, please feel free to respond to this email and chat with us or call us at [redacted].Regards, The Transfast.com Team

Per our User Agreement:TRANSFAST reserves the right to decline or reject, at its sole discretion, any Transaction at any point before the delivery of the underlying funds.TRANSFAST reserves the right to validate your bank account prior to releasing your transaction. This verification process may...

include holding a transaction until funds are collected and confirmed from your Funding Source. When this occurs, Recipient receives funds 3-4 business days after account validation. Funds may be released sooner depending on your transaction history with us, and based on the method the money is to be received.RefundA Sender is eligible for a refund if the transaction was cancelled, and we had previously debited the funds from the Sender’s payment source. Due to standard bank and funds clearing processes, this Refund or Credit may take 3-5 business days to clear and be refunded to the Sender’s Account.The money has been refunded to the customer within the service level of agreement.

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: The issue was the rate fluctuation and following wrong practise of doing business rather system glitch and if it believed to be true so why they did not communicate properly in the first place instead just cancelling the transaction to cover up their losses? Reasoning provided today is totally different than what was communicated over the email while cancelling the transaction? On top of that wasted of lot time in reaching to the ce but never managed to get hold of anyone. If they really want to offset the inconvenience caused due to this, ideally they should have offered some sort of compensation along with the apology.

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We appreciate you bringing this to our attention but after further review of your account I was able to figure out some specific details. You chose our Value+ option which states 3 to 5 business days as the timeline for completion of your transaction. The dates that we include on our transaction...

receipt are clearly stated as Estimated Delivery Date with an additional disclaimer stating more details about our timeline for completion. The transaction was ready for pick up over the weekend of the 26-28. After contacting our Customer Service team, we worked with you to find the best pickup location for your recipient. You were unaware of the city so we were not able to give you any specific locations other than to call our offline hotline to pick the best location. We apologize for the inconvenience caused by this experience but we were able to complete your transaction within the stated time frame and tried to work with you for the best pickup locations. Thanks,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]
My Question, why didn't Transfast started cancelled the transaction and started my refund until I have called them?Why the Customer service team is so irresponsible by putting me on hold in middle of conversation - This happened once. Again when I called they said some one will call me about the issue and never called me back.After I have called them and stated the transaction was never complete, they have stated they will investigate & let me know in 4 hours and never did. Doesn't they have any kind of responsibility to let me know what happen?
 
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 issue. While I understand this is a lengthy process to reverse funds, more than 8 months of wait is long to address my problem. I would like to keep this ticket open until the I receive back my lost funds from Transfast. Once 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]

Revdex.com Complaint ID #: [redacted]Submitted on September **, 2015Transaction #: [redacted] [redacted] [redacted] [redacted]Transaction Date: 8/**/2015 - 8/**/2015 - 8/**/2015 - 8/**/2015Name: [redacted] [redacted]Email address: [redacted]Issue: Account and...

Refund IssueAnalysis:Customer made 4 back to back transactions to different recipients going to Spain and Germany for bank deposit. All transactions were reviewed and cancelled by the Account Security Group due to unable to authenticate account. Account has also been deactivated. Customer called on September * and asked why transactions were cancelled. Agent advised that we are unable to authenticate her account and may not be able to use Transfast again. Customer hung up. Refund has been filed and still in process.Action/s Taken:Sent email to customer and informed that all transactions are subject for review and approval. Quick send option will not speed up the process of the transaction but it will allow her to submit a new one with the same details. Advised certain transactions may be held for review and verification by our Account Security team. Speed of money transfer service issubject to many factors, including: Approval by the TRANSFAST account security team and our anti-fraud verification systems. Informed her that we are unable toauthenticate her profile which resulted the cancellation of her account and transactions. Further information cannot be disclosed for security reasons. Advised refund process and endorsed to [redacted] for follow up.

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

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Description: MONEY ORDERS & TRANSFERS

Address: 44 Wall St Ste 400, New York, New York, United States, 10005-2400

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