ComplaintsforALTAIF Inc.

• Initial Complaint

  19/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 18,2023 I had a money transfer come in from Kuwait sent by my cousin living there. Before going to claim it, I called the business in question and asked what I needed to claim the transfer. They said all I needed was my ID and the transfer pin. When I showed up today (Feb 19, 2023), I went through the process to claim it and all of a sudden they said their system was down and I could wait and see if it came back on. I waited for three hours and in the meantime I've watched them serve at least 8 customers after me. My mom and I went to inquire about the system being on and the owner got very rude and disrespectful with us which triggered an argument. We were told the system was down then on then down again. After the argument, he cancelled out transfer outright saying we can claim it in Kuwait if we want. There was no professionalism, I will not have myself or my mother disrespected as customers who were simply asking what the update was. I would like an apology.

  Business response

  19/02/2023

  Thank you for submitting this claim which I will explain what was happening during that time. The customer came in with his mother and brother to receive 2 transactions for each one of the brothers, the system was down and we were unable to enter and process all his personal information as required by the government of Canada in sending and receiving money. In fact, we were trying several times to help them out, we asked them gently to wait aside in hoping to resolve the issue. Meanwhile, the teller was serving other clients for conducting money exchange using another system for money exchange which is a totally different system than the one we use for remittances. They wrongly assumed that we were ignoring them and helping other customers by using the same system. The client and his mother initiated an aggressive argument based on their wrong assumption, they started cursing and using harmful words, threatening us. Then, the mother started telling other customers standing in line that we were stealing their money, and was yelling and taking pictures of us as well as the store.

  Moreover, a transaction that exceeds 10,000 CAD must be complied with the rules and regulations of FINTRAC. As a result, we had to conduct further information from the clients and making sure the client due diligent is in place in order to be in compliance with the government regulations, which required more time to proceed with delivering those two transactions. 

  All documents, pictures, and videos are available upon request.

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