Trans-Fast Remittance

Complaint # [redacted]Submitted on 8/**/2015Name: [redacted]Email address: [redacted]Transaction #: [redacted]Transaction date:  8/**/2015Issue: Refer a FriendAnalysis:Customer was referred by [redacted]) on June **, 2015.He made his first transaction on...

August **, 2015 and got completed on August**, 2015. Customer sent an email on August ** and asked for the reward status. Agent advised customer that the promotion has ended as of July **, 2015 and anemail has been sent to both referrer and friend that they have until 11:59:59 PM EST Wednesday, July **, 2015 to make a qualified transfer to be eligible for your $20 eGift Card reward. After 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 promotion. Advised as per Terms and Conditions, “TRANSFASTreserves the right to terminate the RAF Program at its sole discretion at anytime. Notice 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 $20 eGift Card reward. After that date, any transaction made via afriend’s unique referral link will no longer be eligible.

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]
 Although they said that money is refunded on 9/*, I still have not received money in my account. Besides, my bank tells me there is no such activity found on my account. I have also attached a screenshot of my statement for reference.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted], We are very sorry to hear about your experiences with your recent transfer. After reviewing your account, there was a payout error with your recipient’s bank which cancelled the transaction. Our transaction process tracks your transfer as it moves throughout our system. Once the...

transaction is released from Transfast the status is changed to complete. After your funds were sent to the recipient’s bank, they experienced an error which caused them to cancel the transaction. We apologize for the delay with catching this error but the funds were out of our system and passed along to the bank. I have checked on your refund and it shows that it was sent on 9.27, you should have received the credit in your account by now. Please let us know immediately if you do not have your funds. We apologize again for this error and for the time it took to resolve your issue. Thanks, Your Transfast Team

[redacted], Thank you for the additional information as it enabled me to further review the details of your transaction. Below is a timeline of the events that took place with your transfer, please review: [redacted] – Transaction was initiated for $500 [redacted] – Customer called in for update, phone verification was successful and transaction was released [redacted] – Customer called in for status of transaction and we informed Customer the transaction was already released on [redacted]. Customer Service Agent asked if the recipient’s information was correct and informed Customer to contact recipient for update then call us back [redacted] – Customer called in to tell us the Account Number and the Phone Number were incorrect, Agent advised customer that we can no longer modify the transaction as it was already released and PAID on [redacted] Customer Service Agent escalated to our partner to get update on possible refund for incorrect account. [redacted] – We sent an inquiry of non-credit of funds to [redacted] – We sent a follow up inquiry regarding non-credit of funds to First bank [redacted] - First bank responded to confirm the amount of the transaction sent a screenshot of 110,000 [redacted] is deposited on [redacted] - First Bank acknowledge that the transaction was credited the same day [redacted] – Customer Service provided Proof of Deposit [redacted] - Customer Service Agent provided the correct beneficiary account number [redacted] – Customer Service called the recipient to ask for Bank Statement [redacted] – Customer Service again provided the correct account number and beneficiary phone number [redacted] – Customer Service made a follow up on the dispute [redacted] – Customer came to Transfast NY Office to demand her money back. [redacted] – We informed customer that the transaction is already PAID and asking for Bank Statement [redacted] – We inform customer that this is a case of wrong account details and we cannot do refund unless we get the money back from the wrong account. [redacted] – We request for recall of the funds from the wrong account [redacted] - First bank notifies us that the wrong account is inadequately funded [redacted] – Customer is asking for Proof of Deposit on where the money was deposited to. Proof of Deposit showing the incorrect account number but under her name. [redacted] - First bank provided screenshot of Proof of Deposit for the wrong account [redacted] – We requested First bank to put a hold on the wrong account for possibility of recouping the funds later We are unable to change any of the information that you input for your transfer. Once we identified that the information given was incorrect the transaction has already been PAID to the incorrect account. We have made several attempts to contact the bank to recoup your funds but the incorrect account has insufficient funds so we are unable to get the $500 back. We are still in contact with the bank and we requested them to put a hold on the account for possibility of recouping the funds later. I would like to mention that some Banks base the transfer solely on the account number and do not match the recipient’s name or telephone number. We suggest you forward your request to the recipient’s bank to recoup the funds. If you have any further questions or problems, please let us know. Thanks, 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 have determined that my complaint has NOT been resolved because:

 This is to further notify Transfast and all readers of my complaint that yesterday May **, 2016 I contacted Transfast Customer Service agent [redacted] through Transfast web chat service. During our discussion the agent told me that the amount has been transmitted to the bank and is available to the beneficiary. Please note that the bank at that time was closed and amount was not received by end of business day yesterday. I further mentioned to the agent that I will check on next business day i.e. May **, 2016 to verify if the agent is providing true information. Bank was contacted today to verify if the payment has been received or not and it was not transferred as of May **, 2016. It is therefore well understood that the agent was lying. I had previously received lame and unreasonable excuses from other agents but this time they went a step further and started lying about the situation. I wonder if the representative (Agent) lies to the customers, then what senior management would be preaching. It is also advised that the recorded chat conversations be brought in front of public.I still stand by my demand of making this amount delivery transparent as I want to see what is being done by the money. As stated earlier, apologizes are not accepted without appropriate action.
 
 
 
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]
 The reason is not acceptable, if your server was down how did it accepted my request. You cancelled my request after 4 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]

[redacted], Compensation can be given like 50 points higher than our rate online and or fee free transactions.

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]
As a customer - I do not even want to understand how you work internally with the partners and the entire process of transferring the money. All I care is when was my money deducted from my source checking account and whether the money has been transferred successfully or not. It has been close to one and half months and there is no trace of the money. I had a follow up activity in [redacted] (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.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] We are very sorry to hear about your experiences with your recent transaction. After reviewing your account, I am able to offer more insight into your transaction and past history with us. Your transaction was initiated on August [redacted] and after initial review the funds were debited from...

your account on Monday, August [redacted]. Throughout this week the funds moved through our Account Review Process, and were released on August [redacted]. We received a Paid receipt saying they were sent to your bank, which is why our Customer Service Agents relayed that same message to you. Unfortunately the bank rejected the transfer as the account number entered was incorrect. This took place on August [redacted] because the account number entered was only the last 4 numbers of the account instead of the entire number. I looked up some of your previous transactions from 2015 and it seems that you encountered this same error in April, June and July of that year. The same last 4 numbers were entered and the transfer was rejected by your bank. We have sent you your refund and you should receive the funds within the next business day. If you do not have them by that time, please email [redacted] and we will get to the bottom of this right away. I hope this helped to explain what happened with your transaction. If you have any more questions or issues, 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 delays. You still haven't taken further, expedited steps to help resolve my issue. You give me the runaround and blame everything on other banks but not your company. Your company is at fault. I checked status on the refund and your company said it was my bank at fault. I called my bank and they don't even show any attempt at a refund being submitted to my card from you all. They 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]

[redacted], As previously stated, we are unable to change any of the information pertaining to your transfer which means any information given was entered by you. We made several attempts to retrieve your funds from the incorrect account but that account has a balance of 0.  We are very sorry for your experience with this transaction but there is nothing else that we can do at this time. We recommend you take these charges up with your bank and wish you the best of luck moving forward. Thanks, Your Transfast Team

[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 recipient. Our 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/** you should expect your funds to be credited between March [redacted]. If they are not available by then please email us at [redacted] Thanks,Transfast Team

We spoke to the customer and asked him to submit a screenshot of his [redacted] Account Activity as a proof that he has not claimed the Gift Card. We are not yet able to receive the screenshot, we can send another card once we received the said screenshot.

Dear [redacted],?This is regarding your recent cancelled transaction[redacted].We would like to inform you that due to standard bank andfunds clearing processes, this refund or credit may take 3-5 business days toclear and be refunded to the Sender’s Account. Hence, funds have been refundedback to your account.Initially, we do not cater business transactions due tonon-invoice to reflect the senders information. When the deposit is made to abank account via electronic funds transfer (EFT), it will not reflect the nameof the sender as you check online banking or statements, it will only reflectour business name. Upon further deliberation with our Management Team, as ofAugust **, 2015, we may now process commercial transactions. But please beadvised that all transactions are still subject for review and approval.Periodic account reviews may result in additional verification and validationof personal or private information, and may delay completion of transactionuntil validation is complete. We may contact you for further information,documentation and verification before we complete a transaction. For transactions bound to India, you may select from any ofthese services:Value+ Delivery When the money transfer can wait, Value+offers even HIGHER exchange rates and ZERO transfer fees. Your money transferwill be available in 3 business days upon submitting the debit request to yourbank. FasTrack Delivery When the money needs to get there FAST, theFasTrack option offers HIGH exchange rates and a low transfer fee of $4.99, and$0 if you are sending over $1000. Your money transfer will be availableinstantly or within 24 hours.NOTE: The maximum amount that can be sent via FasTrack is$2950.00.Delivery time is based on a qualified transaction that has beenapproved and released by our fraud and account security process.  If transactiondoes not qualify for FasTrack, we will convert your transaction to Value+ withan even higher rate.We sincerely apologize for anyinconvenience this may have caused you.Regards, The Transfast.com Team

[redacted], Attached is a screenshot of the pay stub that you sent us on 5/** from Orpine INC. We state on the cancellation letter that we hold the right to cancel the transactions if we do not receive documents but since your pay stub was on file, we debited the funds that Monday morning, [redacted] at 10 am. We apologize for the inconvenience this has caused and we hope that you received your refund. 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:

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

[redacted]Issue: Refund IssueAnalysis:Customer made the transaction on 8/**/2015 for bank depositgoing to Nigeria....

Transaction has been reviewed and released by [redacted] on8/**/2015. However, it has been returned and rejected by the receiving bank on8/**/2015 due to invalid account number. Refund has been filed and still inprocess.Action/s Taken:Sent email to the customer and informed of the refundprocess. Endorsed to [redacted] for callback for further explanation on why refund is delayed.

[redacted], We apologize for your experience with the recent transaction of $1,000. After reviewing your transaction history, it looks like our Account Security Team required some additional information regarding your transfers. Since you sent another $1,000 within a week after your first transaction, we...

tried to contact you to verify this was indeed a real transaction. As a money transfer company, we are constantly trying to combat against the latest fraudster and have to take the necessary steps to make sure everyone is verified in our transactions. We were unsuccessful in verifying your transaction which caused us to cancel it. I have checked on your refund and it was sent on September [redacted], please review your account and let me know immediately if you do not have your refund. We apologize for any inconvenience this may have caused and we hope you can understand our security protocols. Thanks, Your Tranfast Team

Dear [redacted],?This is regarding your transaction [redacted].  Please be advised that Value+ delivery service usually takes within 3 business days from the debit request date sent to your bank. However, as stated on our User Agreement, 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. Last August ** was holiday in India in observance of Independence day. Hence, the transaction has been completed and successfully paid out to your recipient's bank account. We have also sent emails to our customer informing them of the recent upgrade regarding their sending limits. For 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 sent. Please be advised, at any time, we may request additional identification or documentation. This 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