Consumer complaint received 2023-12-11
Company: TapTap Send Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I sent money via XXXX send, on XX/XX/2023 to my mother ( XXXX ) and immediately noted I sent the wrong amount. I called Tapatap Send within a few minutes to reverse the transaction. They told me they would escalate to their partner in XXXX to reverse the transaction. My mom received a text from XXXX saying they had held the funds up and later on the XXXX of XXXX, 2023, she received a text and a phone call from XXXX that the amount had been reversed. 

I called TapTap Send to get an update and they stated the amount has been used by the recipient so they can not refund the amount. My mom went to the XXXX office in XXXX to get an update from their side. They mentioned they had reversed the transaction and provided a reversal ID to be given to Taptap Send. I sent the reversal ID to Taptap Send and they stated they will escalate it again to their partners. 

I followed up only to be told their partner in XXXX has refused to refund the money as they have released the money to XXXX. Now XXXX is also saying they reversed the amount on XX/XX/XXXX. 

I do not have my money and the receipient does not have the money. Taptap Send has refused to work with their agent in XXXX and is sending me on a goose chase to get my money back. I am out of options right now and I am hoping CFPB can help me get my money back. I have been working with Taptap Send over a month now and still have not gotten to a resolution. 

Please see the details for dates and names below. I just want my money back. Please let me know if you need email chain or any documentation from me. 

Recipient ( XXXX XXXX ) Sender ( XXXX XXXX ) Agent ( XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2023 : Sent XXXX instead of XXXX to a recipient in XXXX Contacted Taptap send immediately ( less than a minute ) after I noticed I had sent the wrong amount by Phone. The customer service agent noted that the issue has been escalated. And followed up via email and the XXXX page to document the request in writing. 
XX/XX/2023 - The recipient received a text from the Taptap Send agent ( XXXX XXXX ) via text that the amount was pending a reversal. 
XX/XX/2023 : Followed up with Taptap Send customer service via email and WhatsApp message. 
XX/XX/2023 : The recipient received a text and phone call from XXXX XXXX that the amount has been turned to XXXX send. 
XX/XX/2023 ; The Sender followed up with XXXX and sent customer service via email and WhatsApp messages. 
XX/XX/2023 : Taptap Send sent an email saying the refund could not be issued and that the recipient had used the funds. 
XX/XX/2023 : Recipient contacted XXXX XXXX for a reversal ID XX/XX/2023 : Reversal ID is submitted to XXXX Send. Taptap Send responds with an email that they will review the refund. 
XX/XX/2023 : Called Taptap send for a status and was told that their agent in XXXX has refused to refund the money to them so they can not issue the refund, Their agent said they have issued the money to XXXX and the sender has to reach out to XXXX with a document they provided for the release of their money.

Company response to consumer: Closed with monetary relief