Consumer complaint received 2018-08-16
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Early Warning Services, LLC (VA)

A friend sent me money using a new service called " XXXX '' that all the banks are now pushing. Unfortunately XXXX can not be used with a computer or tablet, only a phone. 

The message I received had information on how to to set up a XXXX account, but no option to " refuse funds '' or anything similar. 

My friend no longer has access to these funds, so she can not send them to me using an alternative method. XXXX says she will automatically get her money back. The XXXX Ap she has ( from XXXX XXXX XXXX ) does not have a " cancel '' function. 

Basically XXXX is holding her money ( and presumably collecting interest ) for 14 days. 

I have repeatedly requested that they refuse the money on my behalf, and they refuse to do so, even after I told them I would report it to the CFPB. The following is the most recent email thread between us : ( begin forwarded email ) Re : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Today at XXXX XXXX  To XXXX Message body XXXX does not hold funds and we can not take action on any payments, the sender needs to contact their bank to cancel the payment. 

-- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX XXXX [ XXXX ] Sent : XX/XX/2018 XXXX XXXX To : XXXX Subject : Re : XXXX Support I am unable to use your ap since it only works on phones. Since your email did not include a simple " decline funds '' link ( it most certainly should ) I need you to intervene and return the funds, as I can not collect them. 
I was also told be you all that the sender would get her money back in 14 days, but I need you to return it to her immediately. If you do not do so, I will report this to the Consumer Financial Protection Agency as one of the following 1 ) Criminal negligence in design and concept. Clearly the recipient, if not a " member '' of your system should have a ready way to decline payment 2 ) Theft of interest by design. 

I covered this all in my original email. 

The transfer was initiated by XXXX and was sent to me at XXXX The senders phone number is XXXX XXXX If you return her money promptly, I may not take the time to report you to the CFPA. If you do not, I promise that I will. For this reason, it is incumbent that your refer this matter to the highest level of support immediately, so that proper action can be taken to address my reasonable complaint. Please do so AT ONCE. 

The reiterate, please return the money to sender ASAP! 
Thank you XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - { } The core belief of XXXX ( even XXXX ) is empathy : Whatsoever you do to the least of my people, that you do unto me. { } Our original national motto : XXXX XXXX XXXX -  for more information : XXXX : XXXX? XXXX & XXXX & XXXX & XXXX & XXXX & XXXX XXXX XXXX { From : XXXX Consumer Support XXXX To : " XXXX '' XXXX Sent : Wednesday, XX/XX/2018 XXXX XXXX Subject : Re : XXXX Support Hello, Thank you for contacting us! 

If you have already received a payment from a XXXX user, the option to cancel or decline will not be available. You may return the payment, or contact your financial institution for assistance with reversing the payment. 

Who to call : If your financial institution offers XXXX, please contact their customer support for help. 
If you use the XXXX App with a non-participating financial institution, please contact us at the number below. 

If you have additional questions regarding the XXXX experience, we are more than happy to help! 

Best regards, XXXX Support Call us toll-free at XXXX. We are open seven days a week from XXXX XXXX  to XXXX Eastern Time, excluding federal holidays. If you are calling from outside the United States, please call us at XXXX from XXXX XXXX to XXXX Eastern Time on  Monday through Sunday. 



-- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX XXXX [ XXXX ] Sent : XX/XX/2018 XXXX XXXX To : XXXX Subject : Re : XXXX Support How can we cancel this payment sooner? She needs the money back so she can pay me. You lack of " refuse payment '' link in the email you sent me is a glaring commission. 

If there is really no way to refuse payment, I will be taking the is up with the Consumer Financial Protection Agency as a form of consumer fraud. This is either a negligent design flaw, or a deliberate scam to earn interest on other folks money. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - { } The core belief of XXXX ( even XXXX ) is empathy : Whatsoever you do to the least of my people, that you do unto me. { } Our original national motto : XXXX XXXX XXXX - for more information : XXXX : XXXX? XXXX & XXXX & XXXX & XXXX & XXXX & XXXX XXXX XXXX { From : XXXX Consumer Support XXXX To : " XXXX '' XXXX Sent : Tuesday, XX/XX/2018 XXXX XXXX  Subject : XXXX Support Hello, Thank you for contacting us and providing feedback. We will forward your thoughts on to our XXXX Technical Support Team. 

The payment will automatically expire, if it is not claimed within 14 days from the date of the original notice. It will then be returned to the sender. 

Thank you, XXXX Support If you have additional questions regarding the XXXX experience, feel free to contact us toll free at XXXX. If calling from outside the United States, please call us at XXXX Monday Sunday XXXX to XXXX EST. 
ref : XXXX : ref ( end forwarded email ) This company needs to be closed down. Not only is their business model comically limited ( many people don't want to use their phone ) but the inability to refuse funds is both predatory ( e.g stealing interest ) but also seems coercive ( e.g. intended to force users to sign up ). 

The fact that major financial institutions have partnered with such a poor organization is also worthy of investigation. 

Please return funds ASAP