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Complaint Details
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Initial Complaint
05/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 25, 2023, I sent $8000 to India via their money transfer service. On April 27, 2023 this money was deducted by their business from my ******** bank checking account via ACH (details below) ACH Withdrawal **************** ACH ******* ********* ********* ****, * Mumbai*Maharashtra\ US*******\ On April 27, ***** ****** from their business contacted me that my transaction was cancelled due to Error and promised a refund within a business day. However, as of May 6, I have still not received my money back. I have followed up with them multiple times and they refuse to provide additional details. They just keep bouncing my queries within their team members and harassing me. I have followed up on May 2, May 3, May 4 and May 5 as well. All they do is keep asking their own colleagues for status of funds return. Due to their carelessness, my ******** bank balance went negative and I had to arrange for emergency funds to be transferred to that account so that the bank balance becomes positive again. This company is just sitting and eating interest on my hard earned money. I want to officially file a complaint and engage the BBB to recover my money and any penalty / interest that the BBB deems appropriate. Attached is the proof of failed transaction on May 1, 2023 from Indusind bank for Rupees 80,000 ($975) due to lack of insufficient funds. Thanks, ******Business response
05/11/2023
****************** was kept informed of the transaction return process.
We submit his return on 3 May as a same-day ACH. His bank rejected the transaction because the account information used to debit his account was not deemed correct for returning the funds. It seemed to be an issue with the leading zeros.
On 8 May, we received a notification that the funds had not been returned. We used a different bank to submit the ACH the next day (As a same-day ACH), and it shows that his funds were returned.
Once the funds were sent for ACH processing, and Sudhir responded to me (***** ******) about not receiving funds, forwarded his message to our operations team to follow up. The only thing that the operations team can do in that instance is wait for information from the bank to determine if there was an error. Considering the amount, *** ******* was understandably annoyed.
1) Viamericas system rejected the erroneous transaction - which is stipulated in our terms and conditions.
2) When we became aware of the rejected transactions, our operations team was required to manually collect the information such that it could be submitted for return - and make sure that there was no error in that process.
3) I sent a $20 ****** gift card to all the customers that were effected by this error.
4) We submit the return files as promptly and expeditiously as possible - including paying extra for same-day credit service.
5) There was no way for us to predict that the account information used on *** *******'s account to debit the account would not be consistent with crediting the account
6) The delay and rejection from his bank could not be foreseen and could not be acted upon until we were notified by the bank
7) The second effort to return the funds was done promptly and at the premium charge - and appear to have been successfully returned to *** *******.
8) While it appeared to *** ******* that he had been stuck in a bureaucratic delay - there was nothing that could be communicated to him between the 3rd and the 8th because we had no additional information.
9) I have reached out and provided the information about the delay and resubmission today.
10) No one benefited from this delay. The banks rejection and our resubmission comes at a cost to us. There was no intentional delay in returning the funds. The delays were not in our control.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.