ComplaintsforDolEx Dollar Express, Inc.
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Complaint Details
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Initial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to send money to ****** $60 dollars. The exchange rate was ***** pesos at that time. They sold me exchange rate at 16. Pesos. They manipulate the system by not let customers know the actually ******************** rate at the time.Business response
06/28/2024
June 28, 2024
Mr. *******************
******************
***********, *******; 78242
RE: BBB Complaint #********. Transaction number: *********
Dear ************
The following is in response to the formal complaint that you filed with the Better Business Bureau (BBB) regarding the money transfer transaction that you conducted at one of our locations.
The total fee for the transaction was $1 and the foreign exchange was $16.30 Mexican pesos. Your beneficiary received the correct amount of $978 Mexican Pesos. We have the receipt that you have signed accepting the terms of the transaction (please see below).
The transaction was carried out in the manner that you requested and authorized.
Please contact me at the information listed below if you have any questions.
Please contact me at the information listed below should you have any additional questions
Sincerely,
*************
*************, CAMS, CFE | Chief Operating Officer
DolEx Dollar Express, Inc.
Office: ************ | Fax: ************
**************************************************** | www.dolex.com
June 28, 2024
Mr. *******************
6135 *************
***********, *******; 78242
RE:BBB ***** #********. Numero de transaccin: *********
Estimado Sr. ************** siguiente es en respuesta a ******** formal que present ante la ******* de Buenas Prcticas Comerciales (BBB, por sus siglas en ingls) con respecto a la transaccin de transferencia de dinero que realiz en una de nuestras sucursales.
La comisin total por la transaccin fue de $1 y el cambio de divisas fue de $16.30 pesos mexicanos. Su beneficiario recibi la cantidad correcta de $978 pesos mexicanos. Tenemos el recibo que ha firmado aceptando los trminos de la transaccin (ver ms *******
La transaccin se llev a cabo de la manera que usted solicit y autoriz.
Por favor, pngase en contacto conmigo en la informacin que se indica a continuacin si tiene alguna pregunta.
Sinceramente,
Laybaa ***
*************, CAMS, CFE | Chief Operating Officer
DolEx Dollar Express, Inc.
Office: ************ | Fax: ************
**************************************************** | www.dolex.comInitial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This complaint was filed on behalf of my father ************************* ******. He is 80yrs old and primarily speaks Spanish, so I have stepped in to try to resolve this matter. He has used this money transfer location for the last 6+ years to send money to his bank in ******. All transactions are paid in cash, they do not take other forms of payment. Recently a new employee has been working there since Nov/Dec of last year. My father goes in monthly or sometimes bi-monthly to send money to his account to pay for his house payment for his home in ******. On Feb 7, he went in to send money as per usual, that day he states that the employee did not give him a printed receipt as usual. She only gave him a written receipt. She stated that the system was down. He traveled to ****** on Feb 21, he went to the bank in ****** to make his March payment. He was told that he was in fact late on his February payment. The bank had not received any funds. When he returned to **********, he went in to speak to the women and let her know there were no funds sent for the month of February. She stated that she could not provide a receipt to him because of the system. She only took copies of his bank statement and an old receipt. We have called several times to the national business line and they only stated that they only see a $13 payment in Feb 7. This time we went back with him to ask the woman for copies of his transfers. She acted as if she didnt know what she was doing, ignored our questions regarding copies of payments. Then accused us of yelling at her and being aggressive. She made a phone call and sat in front of the computer but refused to give us any information. I asked for a contact for a manager or business owner and was ignored. I asked for her name, and she ***** her head noand ignored my request. Mind you, this woman has no name tag! There is no phone number posted or any business cards to make contact with someone other than this incompetent woman. $200 my father is out!Business response
04/29/2024
Please see response attached.Customer response
04/29/2024
Complaint: 21577312
I am rejecting this response because:The cash amount given to the cashier is not the amount shown paid. He was told to sign the receipt before given a copy of his receipt. He was unaware that the cash amount given was not what was sent over. You have surveillance cameras in the lobby and where the cashier works. Everything is done behind a protected area and the paperwork is slid under a small slot. Your cameras will show the cash exchange. Your cashier wears no name tag and has made false statements about my father. He has returned on the direction of the customer support team and supervisors to resolve the matter. She has said that he is threatening with the police and that when me and my dad went in that we were threatening her with physical violence. Which is untrue, I was on the phone with a representative while tying to get information from her. Her statement to whoever she contacted on the phone was a lie and stated that they needed to fix the problem because she was tired of my father coming in and harassing her. This matter needs to be investigated promptly. He has used this location for over six years. The payment history is there for them to review. He would not drive 25min to send $13 for a payment that is not in full.
Regards,
***************************Business response
05/06/2024
May 6, 2024
*************************
Resolutions Specialist
RE: BBB Complaint ID ********
Dear ****************:
The following is in response to the secondary complaint filed by **************** relative regarding his transaction.
The response was based on the evidence provided which was the document signed by ************** showing the transaction amount in US dollars ($13.36) and the amount to be credited ($216) in Mexican Pesos. There is no evidence that the customer paid more than is documented.
It is important to note that ************** has a history of performing small transactions. He performed a transaction in the amount of $18.36 US dollars on April 20, 2024, and another transaction of $12.19 US dollars on April 12, 2023. Small dollar amounts appear to be common for this customer.
Should the customer have any additional evidence to collaborate his complaint we will gladly review it to determine if a different conclusion should be made. However, based on the information we have reviewed we have closed this complaint as resolved.
Please contact me at the information listed below should you have any additional questions.
Sincerely,
*************************,CAMS, CFE
Chief Compliance Officer
Barri Money Services,LLC. dba DolEx
Phone: ************
Email:****************************************************Initial Complaint
03/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Date: 2/8/23 Amount: $2,000 Committed in providing me: money transfer of $2,000 The nature of this dispute is that I went into this facility trying to send $2000 to my parents in ****** as I have done a couple of times. This has been the first time that it has happened as I went in with the attendant and I had gave her $2000 to transfer and everything was fine until I got home I had noticed that she had input the wrong amount and had put $1000 instead of the actual amount in addition that they had put my mothers information instead of mine as we are on the same account. So then I had gone the morning after to see where it was wrong as I showed them the two withdraws from my bank account then the teller said that she will tell the manager. The manager then later that day she calls me from her personal phone and says that there was no sign of money loss and I would be able to make an appointment with her to have her check the cameras with her. So then I scheduled an appointment for the following week (2/21/23) to check the cameras, and then Tuesday came and she said that she had a family emergency that she wouldn't be able to make it that we would need to reschedule, which I did for Wednesday (2/28/23). That week came and I had called her twice and had noticed that the phone would go right into voicemail and then I texted her and noticed that the message never delivered so I assumed that she had blocked my number. That was when I reached out to the corporate number and they said that they couldn't do anything because how it shows my moms name on the paperwork however I was the one that did the transaction and has my signature on the paperwork and my mom isn't even in the country either so it wouldn't be possible. I have provided bank receipts of where I took out the $2000 the day before and day of. As well as the original paper with my moms information, amount wrong, and my signature. Transaction number: 3539-214789Business response
04/03/2023
Please see attached response. Customer received a refund.Initial Complaint
02/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Cancelled Money order. Need Refund. Cannot reach *****************
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.