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:10/12/2024

  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 ordered 40 $25k Dinar notes on 7/16/24. I received them. I just took them out of the package and 23 of 40 are fake. In 23 notes the left side and wings do not glow. The box glows only. The other 17 all three areas glow. This tells me that 23 of my notes with certificate of authenticity are fake. I want real notes to replace these.

• Initial Complaint

  Date:07/17/2024

  Type:Order Issues
  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 went to ******************************* to sell my foreign currency to them. I put down all of the currency had , The quantity of the different money set up a profile which I sent them a picture of my drivers license gave them all my information. They were supposed to send me an email with instructions to send by ***** or **** I never got the email so I kept trying to email them and they would respond back with chat now and its never nothing that I can chat with. Theres never a phone number. Ive asked them to send me a phone number so I can speak to somebody multiple times and nothing at all. I dont know if this is a fraud or what but I just sent somebody all my information and a picture of my California drivers license and the way things are today , I feel violated and I need to know what is going on with this place

  

  Business Response

  Date: 01/13/2025

  This redemption order was approved on July 15, 2024, just past 9 AM - SafeD automatically sends email confirmations and text messages. Customers are also able to login to their customer profile on our website and check on the status of their order.

  We always have our 24/7/365 human customer service line, emails and text messages available so that our customers are able to reach us. The main toll-free number is very prominently displayed on all pages of the website as well as on all email communication. Customers are also able to leave their contact information for our team to reach them. Furthermore, in each customers dashboard, they are able to see the full transaction history and status.

  The customer responded within 10 minutes of his transaction being approved, and sent a message saying they did not receive any emails and that they could not login to their account.

  We reached out to confirm the transaction was authorized and made suggestions at that time. In the interim the customer also spoke with staff who relayed the same message. On the 18th we left a voicemail again saying that their email server ********** might be blocking unknown business emails, and suggested they check their email spam folder. Additionally, we sent them a password reset so they can login to their account. As the approval is time sensitive, this redemption expired before it was able to be completed.

  We understand that not all customers are comfortable with sending their photo ID and information, but as a licensed currency exchange that has been in business for over 20 years, that must follow AML regulations that includes the Know Your Customer policy, which is why we request a US government issued photo ID and customer information. In a highly regulated industry, these policies must be followed and are unfortunately not open to interpretation.

  We would like to invite the customer to reapply for a redemption approval, and we would suggest using a different email provider that is not **********. Wed also like to ask them to make sure they are able to reset their password to login to their account at ******************, so they can check on the status of their order and have the complete instructions on how to proceed with the transaction.
  

  
  

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  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 sent 40 notes of Iraqi dinars of ***** each note; they sent me an authorization form and a ** from ***** to send the money to them My **# ******-SZQR They were clear that all the bills needed to be in perfect condition including no tears or holes which I inspected every bill to make sure they were in perfect condition before I sent them to them I am absolutely sure that those bills I sent were in perfect condition because i knew it was no point sending them if they were not as they requested Now they are telling me that all the bills I sent them had staples punctures which I know that is not true because I inspected them extremely careful I am asking for them to pay the amount they said they were going to pay me when they gave me the ** number and do not sent back to me other damaged bills that do not belong to me

  

  Business Response

  Date: 01/13/2025

  We strive to meet customer satisfaction, and although we do not require notes to be in perfect condition, our instructions make it very clear that we do not exchange anything with rips, tears, perforations, or tape. The reason for this is that some of the machinery used to verify notes at the armored facility will not work properly when the notes have these physical conditions. For this same reason, we also do not sell any notes in that condition. 

  Staple holes in particular may be very small and unperceivable at first glance. However, SafeD contracts a bonded licensed armored carrier that handles our redemption orders and verifies each note one by one. All handling from the moment the package arrives is done under video surveillance, and in regards to the customers concern that we mightve mixed up their notes with someone elses, we replied and assured them that all our redemption boxes are opened and inspected individually.

  This redemption order was received on May 3, 2024 containing 40 of the 25K IQD notes (exactly what the customer stated they were sending). However, after carefully inspecting each note the armored facility staff reported they all contained small staple perforations. SafeD immediately contacted the customer to let them know that their notes may still be valid notes, but per our company policy we cannot exchange them.

  The customer assured us that they had photos and videos of them packaging the notes, which SafeD requested but never received. However, images of the notes SafeD received were uploaded into the customers order for their review.

  Finally, we proceeded to return their property back to the customer. As we mentioned before, the notes may still be valid, but SafeDs internal policies are clear on the quality of notes acceptable for our exchange. We stressed to the customer that while ********************** does not buy or sell perforated notes, that there are other companies that may exchange the notes they decided to do so.

  
  

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  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 mailed ******* Iraqi Dinar (13 notes of ****** each) to Safe Dinar on March 9. On March 12 I received a phone call from the company that the contents in the box were not as described and there was only a perfume bottle enclosed. I requested a video and pictures of the box being opened. To date, I have received neither. I was also told that I should contact *** claims. I did so and was told that sending Iraqi Dinar or any currency is not covered, and my claim was denied. However, SafeDinar in their instructions told me to send the currency to them via **** But it is not allowed? That makes no sense. I am now out $220 American dollars and feel they should be responsible for paying this.

  Customer Answer

  Date: 03/30/2024

  I have not heard from the business in response to my complaint.  They have emailed me pictures and video of the box they claim was ******** with. However, the issue remains that their instructions are for the customer to send Iraqi ********************** via *** which I did. SafeDinar told me to make a claim with ***. When I attempted to make a claim with *** I was told sending currency was not allowed and is not covered. That does not leave me as a customer any means for coverage if something should happen. This should be covered or they should change their shipping policy. 

  

  Business Response

  Date: 01/13/2025

  On March 14, 2024 the customers package was received at the armored facility, where the staff took photos of the box that was taped and sealed. When they opened the box they found a perfume bottle and no sign of currency. All of the aforementioned was recorded on security cameras.  The staff immediately took photos and reported them to SafeD, and our staff contacted the customer only minutes after the report was received. SafeD also uploaded photos of the box and its contents to the customers profile.

  Although we are empathetic towards the customers feelings regarding their unfortunate experience, SafeD cannot take responsibility for packages before they arrive at the armored facility. All our customers are in charge of safely packaging and shipping their boxes with the courier of their choice. Once packages arrive at the armored facility the staff opens each package individually under video surveillance.

  SafeD contracts all of its currency handling to a professional, independent armored services company.  We do this not only because they possess the skill, experience and facilities to do such work but also because as a bonded, independent third party they become an impartial facilitator of our transactions.                
  
  After speaking with the customer on the phone, they stated the black box was theirs, but did not recognize the perfume bottle and mentioned the box should have contained an envelope containing the currency instead.

  SafeD filed a formal investigation with the armored facility, and after a thorough process, their managers confirmed they reviewed their video surveillance and verified that the box arrived in that condition. The staff at SafeD was in constant contact with the customer and provided the customer with the still photos of their package being opened but also a video of the entire event after the investigation had been completed.

  We will always rectify any mistake that may be done by our company, but cannot be responsible for the theft or handling of a package by third party couriers before it arrives at the armored facility.

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/13/2022

  Type:Delivery 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.

  The order was placed on december 1st 2022, with safe dinar .com the amount was ****** to exchange with foreign currency I have been a regular customer for 5 years now, and have opted in for each promo that was offered to me during that time which helped build my trust in them and i have often referred several people to their website. How ever my last order i clicked on the promo then placed my order like i have done close to a dozen times, but this time they did not honor the promo to include 12k free dinar with my order. i contacted them and had a follow up phone call during which i was told that according to their records i did not click on the promo offer to accept it, and i replied why would anyone place an order and choose not to accept the promo for 12k dinar included free? I believe the survey i filled out to be able to click on the promo is in their system somewhere, so, either they had a computer glitch or someone decided not to honor the promo.