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:04/30/2024

  Type:Product Issues
  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  I had set up an online account and initiated a transfer of *******USD to ****** and the amount was withdrawn by the company on April 17th itself. However , an email was sent asking for documents on 18th ( Passport). Since the email was sent from customer service account and I was not comfortable sending passport details on an open email account where everyone would have an access. So I called asking to refund the money and I was told that there might be a loss based on conversion rate. So on asking, why the money was converted despite me non furnishing essential documents. I was assured that company will absorb the same, if there is any difference. I was also assured that money will be seen in my account within 7-10 days. Despite the money was withdrawn on 17th and today is 30th...I have called 3/4 times in last few days ..I been given as assurance that I will receive a call back with the status..but no one has made the effort. I even called today and was told that someone will call me in 30 mts and again ...I was not surprised that no call. All I am asking is refund of my money ******* USD without any further details.

  Business Response

  Date: 05/07/2024

  Thank you for giving us the opportunity to respond to the client regarding the concerns with the refund process.

  
  As a regulated money service provider, we are committed to following strict guidelines set forth by regulatory bodies such as the Bank Secrecy Act (BSA)and Financial Crimes Enforcement Network (FinCEN) to ensure the safety and security of our clients' funds. On April 17, 2024, following standard compliance procedures, our team requested additional documentation from the client via email due to specific discrepancies noted in the account registration provided at the time of transfer initiation.
  Upon your request for an immediate refund on April 17th, our team informed you of the potential fees associated with cancelling the transaction. Despite the cancellation, your refund was processed on May 1, 2024. Please note that international transfers may involve additional processing time due to banking procedures beyond our control.
  Our Terms & Conditions which were accepted by the client do state that we can reject any payments for any reason.See the link here. *************************************************************************
  We made several attempts to communicate with you by email and the phone number provided on the application; however, the lack of voice mail or lack of response to our emails hindered our efforts. Our Compliance Manager successfully reached you on May 1 when you returned the call back from a different number provided during the account registration process. We take our duty to protect both our customers and our business seriously, and we believe that our actions aligned with the necessary guidelines and regulations.

  
  We apologize for any confusion or inconvenience caused during this process and appreciate the clients understanding of the measures we take to maintain compliance and security standards. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  Thank you for your cooperation and continued support.

  Customer Answer

  Date: 05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************