Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** **** I recently need to convert the RMB in my hand into some Canadian dollars for emergency purposes. I have never exchanged Canadian dollars in this way, so around 3:35 pm on October 30th, Vancouver time, I found a company called **** ******** ********* ***** **** ** *** ** XHD PACIFIC FOREX SERVICE LTD" located near #3 Road in Richmond. Its specific address is located at 131-7900 Westminster Highway, Richmond BC Canada, and its phone number is ************. A female staff member named Lucky in this currency exchange company greeted me. She introduced me their company's money exchange operating procedures. Firstly I need to sign a currency exchange service contract with their company, and then around every day 7pm Vancouver time, they will tell me the real time exchange rate. After we agreed the rate, she would give me a bank account information in mainland China. The bank account information allows me to transfer the specified amount of RMB from my bank in mainland China to the mainland bank account provided by them. After the transfer is completed, I need to send proof that the transfer has been successfully to the remittance company. After that the Canadian dollars converted at the agreed exchange rate will be transferred to the my bank account in Canada on the next morning Vancouver time. This process seems normal, however when I am looking back, there had indeed some uncontrollable risks. For example, whether this XHD PACIFIC FOREX SERVICE LTD ******** with their partners in China (the owners of designated Chinese bank accounts) to ********* *** ****? Or there is a time gap of several hours between I transfer RMB to the designated account and I receive the corresponding Canadian dollars. Whether or not the money exchange company will transfer the corresponding Canadian dollars to me after receiving my RMB depends entirely on the trust. The following is my experience at this ****: On October 30, I was passing by the money exchange shop and try to ask about real time rate. Lucky, the receptionist at the store of this money exchange company added me with her ******** account number ********** around 3:39pm that day for subsequent communication. After that day, the stuff lucky kept sending me messages asking me if I had opened an account for receiving money and what time is best for me to make the transaction. They also sent me the more favorable exchange rate at that time, trying to **** me to remit money, but they never mentioned signing the contract. Contract matters! November 3rd, after some haggling, I agreed to start the exchange operation on Friday night. At 7:19 pm, As showing on chart, the currency exchange company sent me the bank information that an account number of the domestic **** ** *******, ***** ***** ********** ******* ****** ***************** ********* ******* ****** ***** ******* *********, and asked me to transfer 544,000 yuan to the above account. At that time I also asked when the contract would be signed, but Lucky just avoided my question. At 8:23 pm she urge me to transfer money to her Chinese partner account. At 8:30pm local time, base on trust, I transferred 544,000 yuan from my Chinese account number ******************* ** *** ***** ****** ** *** ********** *** ********** **** ** ***** to the designated account number of the **** ** ******* China from XHD PACIFIC FOREX SERVICE LTD, user name ***** **** ****** account number *****************. At 8:32 in the evening, I sent a screenshot of the electronic receipt of my successful **** remittance to Lucky. However, lucky still did not send the contract at that time. At 8:54 pm, I asked her when can I have the contract be signed, the charting shows they would have to wait while. At 9 pm, they even asked me if I needed to transfer more money and they said they still had a limit of 200,000 that day, i said not. At 9:07 in the evening, I asked them when the money would arrive. They replied that it would be twelve hours later. But about 30 minutes later, things suddenly became very serious. At 9:36 pm, I asked the XHD PACIFIC FOREX SERVICE LTD, "Hello, are you sure it will arrive tomorrow?" This time, the XHD PACIFIC FOREX SERVICE LTD didn't answer me until 9:45 pm. As showed in chart, they sent a question mark "?", and then "What?" …pretending to be confused! I immediately asked, "Are you sure you can get the money tomorrow?" This time, the company didn't reply until 10:02 in the evening, "Call the police." "It's really not me"! The XHD PACIFIC FOREX SERVICE LTD did not admit that the money was received. Afterwards, I asked Lucky from the remittance company why she cheated me of my money. She said that she don’t know, and she asked me to look for police. Because the Chinese payee information was not provided by her and XHD PACIFIC FOREX SERVICE LTD. she don’t have the be responsibility for this ! I re-read the previous conversations, and I clearly feel that the conversation between the remittance company and me was all about a ****! It is obvious that the whole process was this XHD PACIFIC FOREX SERVICE LTD and the stuff Lucky well designed. They avoid to sign a contract with me so I don’t have an evident to sue them. Their partner in China receive my money and run away so it’s very difficult to investigate for two different country. The XHD PACIFIC FOREX SERVICE LTD and the Chinese partner performing a partnership ********* expropriate my private property, and the amount exceeded 500,000 yuan, which is a particularly huge amount. Since the above behavior contains obvious ******** ***** *** ********* ********* **** *** ******** ******** ** *** ** ***** *** ********* *** ******** ***** I would like to ask the public security organization to investigate it. * **** **** *** **** *** ******* ****** **** **** *** ***** **** ** **** ** ********* ********* **** **** ******** ** ******* ***** ****** ** ***** *********** *****
  

  Business Response

  Date: 06/12/2023

  This is not a business email address.