Consumer complaint received 2025-04-20 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Problem with customer service — 
Company: Ria Envia, LLC
State: NV

Complaint narrative:
On XX/XX/XXXX, I used the XXXX XXXX app to send a bank transfer in the amount of XXXX Euros to XXXX XXXX XXXX XXXX to pay for the hotel portion of an all-inclusive dance event I planned to attend in XXXX XXXX XXXX XXXX XXXX of XXXX. In the XXXX mobile app it showed that transfers take XXXX business days, depending on the currency, destination and recipient bank. I also received an email message from XXXX with the subject line of Your transfer is confirmed on the same day the transfer was initiated stating that they received my money and will make sure it gets to XXXX XXXX XXXX XXXX quickly and safely. In the email message, XXXX also started they would let me know as soon as my transfer has been sent usually this happens in minutes. I received a second email message from XXXX on XXXX/XXXX with the subject line of Your transfer is on its way stating that my money transfer is on its way. The email message further stated that my transfer will arrive in XXXX to 4 days. Also, the email message included the following transfer summary : Recipient : XXXX XXXX XXXX XXXX You send : XXXX USD Recipient gets : XXXX EUR Send fee : XXXX USD Total payment : XXXX USD Your reference : XXXX On XX/XX/XXXX, I receive an email message from XXXX XXXX XXXX requesting the following additional information on behalf of their banking partner to complete my money transfer, reference number XXXX : the full meaning of ( XXXX ), referenced on this payment, and detailed explanation of the purpose of payment. I immediately contacted XXXX and obtained the requested information via phone then replied to this email message on XX/XX/XXXX providing the following information requested by XXXX : XXXX is the name of a dance event that will be held in XXXX XXXX from late XXXX to Early XXXX this year. To attend this event in XXXX, I must pay for an all inclusive package that includes the event ticket and hotel stay. I am paying for the hotel portion of this package. Let me know whether you have any other questions or concerns. On XX/XX/XXXX, I received another email from XXXX Customer Care requesting the following additional information on behalf of our banking partner to complete your money transfer, reference number XXXX : place of birth and permanent residency for beneficiary RAMSES XXXX XXXX. I immediately contacted XXXX and obtained the requested information via email message then replied to this email message on XX/XX/XXXX providing the following information requested by XXXX : Place of birth : La XXXX, XXXX ; Residency : XXXX de XXXX, XXXX, XXXX XXXX de XXXX, XXXX XXXX XXXX. On XX/XX/XXXX, I received another email from XXXX Customer Care requesting the following additional information on behalf of our banking partner to complete your money transfer, reference number XXXX : How long XXXX XXXX XXXX has been residing in XXXX or how long has he been residing outside of XXXX?. I immediately contacted XXXX and obtained the requested information via text message then replied to this email message on XX/XX/XXXX providing the following information requested by XXXX : He was raised in XXXX from XXXX - XXXX XXXX XXXX and his and his family moved to XXXX 24 years ago. He has been residing in XXXX since he was XXXX XXXX XXXX and is now XXXX XXXX XXXX. He has never returned to XXXX .. On XX/XX/XXXX, I received another email from XXXX Customer Care requesting the following additional information on behalf of our banking partner to complete your money transfer, reference number XXXX : Provide documentation such as a passport, driving license or residency card for XXXX XXXX XXXX .. After receiving this inquiry, I was getting concerned about collecting any personally identifiable information from Ramses. Therefore, I replied to the email message received from XXXX on XX/XX/XXXX requesting to cancel the transfer and close my account with their company immediately. I further requested that XXXX let me know how long it will take to return the funds back to my bank account. On XX/XX/XXXX, I received an email response from XXXX XXXX XXXX stating the following : don't have an option to cancel this transfer since this has been completed here in XXXX. We have forwarded this case to our relevant team to initiate the recall process, and we will update you as soon as we have an update. We can not provide a specific timeframe for the completion of the recall as we are dependent on the banks involved to respond to us.. I immediately replied to XXXX XXXX XXXX expressing my disappointment in their lack of professionalism and threatened to report their behavior to all social media and news outlets. Xe Customer care responded via email apologizing and stating the following : In line with our complaint guidelines, we'll provide a final response within 30 days of the complaint being raised. Please be assured that we're actively reviewing this matter and we expect to be back in touch well in advance of this date. In exceptional circumstances, where we're unable to provide a final response in this time, we'll provide you with an update of our investigation .. On XX/XX/XXXX, I received another email message from XXXX Customer Care with a subject line of XXXX XXXX XXXX RE : SANCTIONS PRE_SERVICE - XXXX XXXX - EUR XXXX ( ID : XXXX ) stating the following : We have tried to contact you at your registered phone number but were unable to connect. Were writing with regards to your claim about money transfer XXXX, which is currently held under verification performed by our banking partner. We received your request to cancel the transaction. In response, we notify you that in order to proceed with the cancellation, we must deliver all the required information to perform their screening process. If this information is not provided, there is a possibility that the funds may be rejected and/or seized, according to their risk policy. The additional information was requested by our banking partner, and it is their prerogative to request such information. It is the sending banks responsibility to ensure that they are not transferring or making available funds which, by law, they are unable to process. We have no alternative but to comply with our bank 's requirements. All financial service companies must implement systems and controls to cater for this requirement. Further, we have no control or influence on our bank 's internal process and we cant offer assurances that payments will not be held in the future. We want to help you to have either the funds deposited or returned, and to continue with this assistance, we require the following information : Provide documentation such as a passport, driving license, or residency card for XXXX XXXX XXXX. As soon as we receive the information, we'll send it to our partner for review. Please reply as soon as possible to avoid any delays. Whilst we won't contact you to confirm receipt of your documents, we will contact you if we need more information from you, and once the review is completed.. I immediately contacted my law firm for legal counsel on this matter. I think it is despicable that XXXX and its banking partner is holding my money ransom to fund its investigation of a man that I barely know just because XXXX is on the watchlist and XXXX was born in XXXX. This event is not being held in XXXX nor is it receiving any funds from XXXX. If they want to investigate XXXX, they should cancel my transfer and investigate him directly without my involvement. I am not the only participant in this event that sent funds via bank transfer and they have not encountered this issue. Why am I the only participant experiencing this massive delay in processing a bank transfer to XXXX? This is an abuse of power and it needs to be investigated and resolved.

Company response to consumer: Closed with explanation