Consumer complaint received 2016-02-12
Company: Trans-Fast Remittance LLC
State: MA
Product: Money transfers
Sub-product: International money transfer
Issue: Other transaction issues

Complaint:
I registered with Transfast.com and initiated the transaction on XXXX XXXX, 2016 Thursday XXXX EST to transfer {$500.00} to be remitted to my XXXX account. The remittance was urgent and Transfast was providing remittance in 24 hours to beneficiary 's bank account if the transaction was done using the Debit card so I chose it that way considering the urgency. I understood that Transfast put a holding authorisation for {$500.00} immediately in my account and send me the transaction detail over email. I called them around XXXX EST XXXX to understand if everything is smooth with my transaction and if they need to verify anything just to ensure that the money gets credited to the beneficiary 's account in timely manner. Their agent verified the necessary but refused to credit the money to beneficiary 's account immediately and instead asked me to wait till the end of 24 hours. Unfortunately, they did n't credit the money to beneficiary 's account even after 24 hours so I 'd to call them again inquiring about why did n't they do it even after assuring me earlier. They did n't answer me and instead asked me where am I calling from?! I told them that is irrelevant where I am calling from and instead answer why my transaction is not thru. They told me that I was misinformed by the agent earlier and they can do the verification. I told them that the agent did verify my detail, I also offered if any further verification is needed to which replied negative and only after that assured me that the transaction will get thru so why asking verification again now when it is already more than 24 hours and even if they verify the necessary once again, how will they ensure the money gets credited to beneficiary 's account because it was about time ( late ) the XXXX banks would stop processing the bank deposits for the day and the next is weekend! Transfast agent hung up on me and also cancelled my transaction in the name of me refusing to verification that they did n't even care for 24 hours and even when I called them, if it was due as they said!!! They even refused to have received any email from me when I sent them 3 email in 24 hours after Initiating my transaction. 

I tried calling them repeatedly to complain, no responsible person was available. They work from XXXX.I manage to reach out to their Manager XXXX. He looked at all my email and apologized that their agent did n't do the job but I 've no option but to initiate a new transaction only since the previous one is cancelled. I asked him how will he ensure the beneficiary will get money the next day to which he had no answer. He asked me to call him back in 1 hour and he will try to find some way out. 1 hour later, I called him again and asked him Transfast offers cash pick up so they can offer me that. He said it is available for a diff type of product but I could see on the website that it is available to the same product I used. He refused stating even though it is on the website, they are not offering it. 

He said, all he can do is have the transaction verified immediately as I place it and while we were talking the phone got disconnected. When I tried to call again, he went on break. I tried to reach him to no avail. I tried to initiate a new transaction but realize that even after cancelling the prev transaction, they did n't remove the authorization on the funds and I ca n't do new transaction until the previous authorization is removed.I 'd to spend 3 hours with bank and Transfact to have it removed as they did n't care.Finally, when I was ready to initiate a new transaction, the XXXX XXXX was not available to supervise as everybody was telling me for 3 hours that he is in meeting which was absolute lie.While I was following with Transfast since XXXX, I 'd their Director XXXX XXXX with me.She assured the necessary but did n't do it and cancel my XXXX transaction also! XXXX

Company response to consumer: Closed with explanation