How do I notify the remittance transfer provider about a mistake with my money transfer?

Federal law requires remittance transfer providers to correct certain errors when making a money transfer, These errors include such as a failure to deliver the correct amount of money or to deliver the funds by the date the money is supposed to be available.

You have 180 days from the available date to contact the provider and report the error. This date of availability is printed on your money transfer receipt, but don’t delay. Usually, the sooner you start the process, the sooner the error can get fixed.

The remittance provider must investigate and determine whether an error occurred within 90 days after it receives your notice of error, and then tell you about their findings within three business days after completing the investigation.

Mistakes a remittance transfer provider is responsible for correcting

Remittance transfer providers are generally responsible for correcting mistakes, including:

• An incorrect amount paid by the sender
• Computational or bookkeeping errors
• Delivery of an incorrect amount of money
• Failure to deliver funds by the date that the money is supposed to be available or to deliver the funds at all
• Delivery of funds to the wrong recipient
• Incorrect recipient or other information provided by the consumer

Information to include when submitting your error notice

When submitting your oral or written error notice, give the remittance transfer provider as much information about the money transfer as you can, in addition to explaining why you believe a mistake was made. Include the following information:

• Your name and telephone number or address
• The name and telephone number or address of the person to whom you sent the transfer
• The dollar amount of the transfer
• Describe the error the best you can.

There is additional information you should give to the provider if you know it, but is not mandatory, including:

• Your email address and other identifying information used in sending the transfer
• Any email address or other identifying information of the person you sent the transfer to
• The confirmation code if you have one
• The date the transfer was requested
• The destination of the transfer
• Any other information that could help the provider identify the transfer

Requirements for receiving a refund or resending the money

For many types of mistakes, like the money never arriving, you may be able to get a refund or have the remittance transfer sent again. If the mistake occurred because you gave the remittance transfer provider an incorrect account number or routing number and the provider took certain actions, then they’re not required to refund or resend the money. These actions include using reasonably available means to verify that the routing number corresponded to the recipient institution name you provided before sending the transfer and using reasonable efforts to retrieve the funds from the wrong recipient in a quick manner.

If you’re not satisfied with the company’s response, you can submit a complaint to the CFPB.

A remittance transfer receipt must list the remittance transfer provider’s phone number and website, a phone number and website for the CFPB, and, in some cases, a phone number and website for a state regulator for questions or complaints about the remittance transfer provider.

View a sample remittance transfer receipt.

Separate state law protections may be available to you, depending on how you send the money (for example, through wire transfer, electronic payment, etc.). Contact your state attorney general  or state financial regulator for more information about your state’s laws.