Consumer complaint received 2025-10-31 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: Nala Payments LLC
State: CA

Complaint narrative:
What Happened On XX/XX/year>, I used the NALA ( nala.com ) mobile money transfer app to send {$890.00} USD to a recipient in XXXX. The recipient never received the funds. 

I contacted NALAs customer support immediately after discovering the issue. NALA stated that their banking partner was experiencing technical difficulties, promising that the funds would be delivered within a few days. The funds were never delivered. 

After multiple follow-ups, I requested that NALA reverse or refund the transaction. NALA declined, again citing technical issues with their payment partner. On XX/XX/year>, I contacted NALAs founder, XXXX XXXX, seeking assistance. He initially responded and promised to resolve the matter but later stopped responding to follow-up messages. 

After several months without resolution, I initiated a chargeback through my bank. This prompted NALA to call me, requesting that I cancel the chargeback, promising that they would refund the amount directly. Acting in good faith, I canceled the chargeback. NALA did not issue the promised refund.

Subsequently, a NALA representative contacted me requesting my bank account details to process the refund. Given the prior unfulfilled promises and concerns with NALAs proven poor infrastructure, I requested to be connected with NALAs security team before sharing sensitive information. NALA did not respond further. 

As of XX/XX/year>, I have not received a refund or a satisfactory resolution. NALA continues to hold the {$890.00} USD without delivering the funds or returning them to me. 


Desired Resolution I am requesting the following actions and remedies : A full refund of {$890.00} USD, representing the undelivered funds. 


Additional monetary compensation of at least {$1000.00} USD to reflect the documented harm caused, including but not limited to : Extended time and inconvenience spent over several months following up with NALA for resolution, Repeated communication efforts and unfulfilled promises requiring my active involvement, Financial disruption and lost opportunity from being unable to access or utilize {$890.00} for an extended period, Emotional distress and frustration due to NALAs lack of accountability and transparency, and Reputational damage resulting from my inability to complete a legitimate financial transfer to the intended recipient. 


A formal investigation by the Consumer Financial Protection Bureau ( CFPB ) into whether NALAs actions violate the Electronic Fund Transfer Act ( EFTA ) and the Remittance Transfer Rule ( Regulation E ) including their obligations to deliver funds in a timely manner, provide accurate disclosures, and promptly issue refunds for failed transactions.

If violations are found, I request that the CFPB pursue appropriate enforcement actions or penalties to ensure NALA complies with federal consumer protection laws and to prevent similar harm to other consumers.

Written confirmation from NALA once the refund and resolution are completed.

Company response to consumer: Closed with explanation