I want to submit a complaint about an international money transfer, what should I do?
Answer: If you have a complaint about an international money transfer, contact the company that sent the money right away. The sooner you start the complaint process, the sooner your issue could be resolved
Contacting the company quickly can also help protect your legal rights.
If you used a remittance transfer provider to send money to another country, federal law requires the provider to investigate your complaint and tell you the results.
In addition to explaining why you believe the error exists, give the provider as much information about the transfer as you can, including:
- Your name
- Telephone number
- Email address or other identifying information used in sending the transfer
- The name, address and phone number of the person receiving the funds, and any email address or other identifying information used in sending the transfer
- The dollar amount of the transfer
- The confirmation code if you have one
- The date the transfer was requested
- The destination
- And any other information that could help the provider identify the transfer
- The type, date, and amount of any error, to the extent possible.
You have 180 days from the date the money was supposed to be available to contact the provider and report the error. This date of availability is printed on your money transfer receipt. But don’t delay. The sooner you start the process, the sooner it can get fixed.
The remittance transfer provider will have 90 days to investigate your complaint. For certain types of errors, such as if the money never arrives, you may be able to get a refund or have the transfer sent again.
If you are not satisfied with the company’s response, you can also submit a complaint to the CFPB .
Tip: Didn’t use a remittance transfer provider? Contact the company anyway. Even if the company that sent your transfer does not fall under the federal law, the company may be able to help, and other state laws and other protections may still apply.