Complaints
This profile includes complaints for Ria Money Transfer's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 88 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/23/2022
Type:Status:ResolvedMore 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.
I send $2000 through *** on October 12th 2022, for one of my family member who was suppose to have a surgery on October the 20th, the money was supposed to be deposited on my family members bank account, the money was never deposit, and the surgery keep delaying, every time I called ***, the agents never allowed me to speak to a managers even when I insisted, some of the agent that I spoke to are *** and ******, these are the only two that I can remember for now. They refused to refund me the money or show me a proof of payment. They kept telling that they are trying to reach the bank where the money was deposited but they can never reached them, that is the excuse I get every time I called. And Im sick and tired of my money being held hostage from *** for almost two months. While my family member is dying. Im hoping BBB can help me retrieve the money back. So I can send it through western union and my family member can have the surgery.Customer Answer
Date: 12/07/2022
To whom It may concernYes the company had contacted me and yes tthe issue has been resolved. Thank you very much.Initial Complaint
Date:10/26/2022
Type:Status:AnsweredMore 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.
Ria employees had demanded an unduly burden of proof of me as a customer, for my credit card, only because I tried adding it to my account. They asked for pictures of my ID, myself, credit card, and of residency, without any fraudulent indication whatsoever. Nevertheless, I concurred in sending the pictures, and they then demanded that I show proof of the billing address of my credit card. I then called and tried informing the employees that the billing address is not the same as the address on my ID, which is my residential address, but they did not care. The employees were unreasonable and allowed no other form of proof. I would like to contact a person in charge in ***, and communicate the excessive and unprovoked burden of proof that was requested of me, and of the unreasonable and impersonal manner of the employees.
Business Response
Date: 02/15/2023
Dear ***** *******:
Continental Exchange Solutions, Inc. dba Ria Financial Services (“Ria”) is in receipt of complaint number
********. The complaint noted that Ria unjustifiably requested for additional information.All transactions and accounts are subject to Ria’s Terms and Conditions which can be found at Terms and
conditions | Ria Money Transfer. These terms give Ria the right to reject transactions, require additional
information, or terminate accounts for any or no reason. There are several security and identity verification
checks that occur at various points of the enrollment and transaction process. Ria conducts these checks to
protect consumers and Ria, as well as meet regulatory obligations.Ria regrets that as a result of its regulatory obligations and internal polices around, you were not able to have
a more satisfactory customer experience.Sincerely,
Consumer Protection Department ¦ (844) 698-2732
Customer Answer
Date: 02/16/2023
it is one thing to protect consumers from fraud, and it is another to impose blatantly unduly burdens. Ria failed to provide a professional context of clarity and guidance in its request for additional proofs of identity. The professional malpractice of Ria was embodied in its disdainful treatment of its customer.Initial Complaint
Date:10/04/2022
Type:Status:AnsweredMore 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.
I set up a $250 transfer using the rebtel application in connection with ria money transfer on Sunday October 2, 2022 at about 11:56am. The system said the funds would be available in 5 minutes to my receiver in *****. 5 minutes pass no update nor was the transfer completed. Several minutes later I get a message from rebtel the money transfer is in progress. I am extremely confused so i contact rebtel they have no answers. I ask them for updates they can't provide any but they keep vaguely telling me they have contacted their provider but still my money has been deducted from my bank account and I have no updates. 12 hours go by I try to reach their provider ria money transfers and they refuse to speak with me and tell me that I need to have rebtel on the line for me me to be able to speak with someone about the money they have taken from my account and did not transfer to *****. As the 24 period passes since I first sent the transfer I email rebtel to cancel the transaction and refund my money. Rebtel ignores my messages and I can't reach anyone. This is truly a scam, neither rebtel or ria money transfers are responding about this transfer but they have deducted full money from my bank account. I can't get answers, the money is gone from my bank but still hasn't been delivered to ***** its been 2 days now. This is really unethical.Business Response
Date: 02/15/2023
Transaction No.: US224562718
Dear Studly Auguste:
Continental Exchange ********** **** dba ************* Services ***** is in receipt of complaint number
18163640. The complaint noted that *** failed to process the above-referenced transaction number and
requested a refund.Our investigation determined that the above-referenced transaction was processed on October 02, 2022.
However, you contacted *** because the funds were not paid, and *** immediately contacted the
correspondent to provide the status of the transaction. It was noted the correspondent was experiencing
technical issues that caused the transaction to fail.Due to the technical issues, the transaction was canceled and refunded to you on October 05, 2022.
*** regrets the hardship this incident has caused you. Please contact us should you have any further questions
or concerns.Sincerely,
Consumer ********************* **************
Initial Complaint
Date:09/22/2022
Type:Status:AnsweredMore 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.
Ive been attempting to do *** **** pick *** and either ************************** or Ria Money Transfer is lying to me. Its not letting me receive MY MONEY after getting a reference number and doing the process on the app and I call BlueBird and they say *** has a hold on my account then I can *** and they say ************************** has the hold on the account. Some of the reference numbers I had that I endured these experiences with are:137840326 ********* ********* These are just from the past two weeks but this has been going on off and on for MONTHS.Business Response
Date: 02/15/2023
Dear ***********************:
Continental Exchange ********** **** dba ************* Services ***** is in receipt of complaint number
18064741. The complaint noted that *** unjustifiably rejected your transactions.All transactions and accounts are subject to ***s Terms and Conditions which can be found at Terms and
conditions | Ria Money Transfer. These terms give ************* to reject transactions, require additional
information, or terminate accounts for any or no reason. There are several security and identity verification
checks that occur at various points of the enrollment and transaction process. *** conducts these checks to
protect consumers and ***, as well as meet regulatory obligations.*** regrets that as a result of its regulatory obligations and internal polices, you were not able to have a more
satisfactory customer experience.Sincerely,
Consumer ********************* **************
Initial Complaint
Date:09/16/2022
Type:Status:AnsweredMore 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 friend was trying to return some money that she borrowed from me a week ago. She does not have CashApp so she decided to use ******* to ******* transfer. She showed her ID, gave them her money, and completed her process. When I went to get the money I was told it was on hold, pending investigation. My friend was told to contact RIA ******** service. She has done that twice to resolve the issue. She was told twice it was released yet 24 hours later it is still on hold. She was treated like a criminal, questioned intensely about the nature of transaction. This company should be investigated and severely fined for miss representation and repay those whom they have vilified.Business Response
Date: 09/29/2022
please see attached response letter.Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore 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.
On 9/14/2022 I checked my online banking I saw there was a pending transaction for $786 coming from Ria Money Transfer. I looked up their customer service number and I called them immediately. I talked with someone in customer service, and they said they would have to transfer me to the fraud department. Once they transferred me to the fraud department the line disconnected. I tried calling them back several times and the line disconnects when they transfer me. I have never done business with this company. Please help me resolve this issue and get my money back.Business Response
Date: 02/15/2023
Dear *******************************:
Continental Exchange ********** **** dba ************* Services ***** is in receipt of complaint number
18025378. The complaint noted that you were a victim of identity theft and request for *** to refund the
transactions that was processed.Based on the **** and MasterCard regulations, the cardholder must go through the **** and MasterCard
dispute process. The cardholder will need to contact each issuing bank and dispute the charges associated
with each card. Once the dispute is in process, *** will be notified and will work on the disputes as they are
received.Please contact your issuing banks for any further questions in regard to the dispute.
Please reach out should you have any further questions or concerns.Sincerely,
Consumer ********************* **************
Initial Complaint
Date:09/09/2022
Type:Status:AnsweredMore 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.
This company contacted me about unclaimed funds. They said if I don't claim it by October they will send it to the state. I have tried numberous times to contact them, I have even sent a certified letter. No one ever responds to my letters or calls.
I want them to send my funds.Business Response
Date: 09/29/2022
Attached please find our response letter.Initial Complaint
Date:09/03/2022
Type:Status:AnsweredMore 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 mother has sent money on 3 different occasions. Each time *** cancels the transaction even though they're charging the money. Then make my elderly mother go back and get refund. The reason they say is because the store recieving the money has high fraud alert but others are recieving the money at the store.Business Response
Date: 02/15/2023
Dear ***************************:
Continental Exchange ********** **** dba ************* Services ***** is in receipt of complaint number
17916109. The complaint noted that *** unjustifiably rejected your transactions.All transactions and accounts are subject to Rias Terms and Conditions which can be found at Terms and
conditions (riamoneytransfer.com). These terms give ************* to reject transactions, require additional
information, or terminate accounts for any or no reason.Ria regrets that as a result of its regulatory obligations and compliance polices, you were not able to have a
more satisfactory customer experience.
Sincerely,Consumer ********************* **************
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