Consumer complaint received 2025-05-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Unexpected or other fees — 
Company: Newport Intermediate Inc.

Complaint narrative:
I made a complaint and received this outcome : Dear XXXX XXXX, We received the complaint you submitted to the CFPB regarding a XXXX XXXX transfer of funds you did not receive. We investigated the issue on our end and found the following : Regarding the status of your XXXX XXXX transfer made on XX/XX/year>. Due to a temporary technical issue, the transfer was not fully processed to our XXXX provider. The transfer will be canceled and returned back to your prepaid card. This transfer did not go through due to heavy traffic at the moment of processing, preventing all the necessary details from being sent to the XXXX provider. This should be done by tomorrow. Please Note : If you still want the funds sent to the bank account, you will have to generate a new one-time transfer. 

I responded with : Dear XXXX XXXX, Thank you for your response regarding the failed XXXX XXXX transfer dated XXXX XX/XX/year>. 



While I am pleased to finally have clarity on the status of this transfer, I must express that I am not satisfied with the way this situation has been handled, nor with the outcome. 



I made repeated attempts to resolve this matter through your customer support channels, including : Multiple contacts with your frontline team ; An escalation to corporate support ; A further escalation to a manager ( XXXX XXXX : XXXX ), who offered no resolution and displayed poor customer care. 



Each time, I was given inconsistent information, and the only explanation provided was that I needed to wait 14 business days. Not one member of your team was able to tell me that the transaction had failed due to internal system traffic or that the funds would be returned. This is information that should have been immediately visible and shared with me, especially given the severity of the situation. 



It is perplexing and unacceptable that only through a formal complaint to the Consumer Financial Protection Bureau was this basic information disclosed. If your team had the tools or willingness to investigate this earlier, it would have saved me considerable distress, time, and emotional hardship. 



Throughout this time, I made you aware of the serious financial strain I was underbeing late on rent and bills due to this delay. Yet I received no empathy, no interim support, and ultimately no accountability for what is clearly an internal error on your side. To be told by XXXX that there is nothing else that can be done added further insult to injury. 



This experience has left me feeling unjustly penalised for a failure that was entirely outside of my control, and I believe that appropriate redress is warranted. 



Request for Compensation and Redress : I am formally requesting : XXXX. A written apology acknowledging the delay, mishandling, and distress caused ; XXXX. A financial goodwill payment of {$500.00} USD to reflect the financial hardship, anxiety, time, and poor service I experienced over several weeks ; XXXX. Confirmation of what changes are being made to ensure frontline support teams have access to essential transaction status tools, to avoid others facing similar distress. 



This request is in line with reasonable consumer expectations and standard redress practices for financial service providers. 

I trust you will consider this seriously and respond within XXXX calendar days. 

Should I not receive a satisfactory resolution, I will request the CFPB escalate the matter accordingly. 



Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation