Consumer complaint received 2026-02-04 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Problem with customer service — 
Company: Airtm Inc.

Complaint narrative:
I created a virtual Airtm bank account because I thought it was a good option to transfer money from XXXX, where I received my payments as a freelancer and then I could send that money to my bank account in my country. 

When I received my first payment for {$210.00} ( XXXX XXXX and XXXX US Dollars and XXXX  Cents. ), I transferred it to my Airtm account previously mentioned,. I received the money and then I tried to transfer that money to my XXXX XXXXXXXX XXXX account many times, but it was not possible, there was an error every time I tried. 

The first time I contacted Airtm support team was to explain the situation about the transaction I was trying to complete and it was not possible to do, They provided a ticket # XXXX, and the transaction was requested, but according to the app and what the agent told me, the transaction would be completed in a couple of days. Agents name : XXXX XXXX XXXX, Subject Matter Expert, Address XXXX XXXX XXXX XXXXXXXX XXXX XXXX, DE XXXX, XXXX. 

On Sunday XX/XX/XXXX, the transaction for the amount of {$200.00} ( XXXX XXXX XXXX US D dollars, NO cents ), after fees and according to the transaction the amount I was going to receive in XXXXXXXX XXXX is {$3500.00} ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX Cents ). A Transaction ID was provided : XXXX. 

After XXXX days the Transaction was requested, on XX/XX/XXXX, I wrote an e-mail to Airtm support service to explain the money did not arrive to my XXXX XXXX account and there in the app the status was completed, so it did not make sense at all. I had no answer, then I wrote them again on XX/XX/XXXX and they answered on XX/XX/XXXX, saying the transaction should have been completed, but in the case it would not be completed that day, I had to contact them. 

I wrote to the agent by e-mail again on XX/XX/XXXX because I did not receive the money in my XXXX XXXX bank account, the agent required my XXXX bank account statement to prove I did not receive the money. 

I did work the following days. I am a medical interpreter, so I had the chance to go to a XXXX XXXX branch on XX/XX/XXXX. I also required a report of all the activities of that account during XXXX, from XX/XX/XXXX to XX/XX/XXXX and I sent those papers to the Airtm agent. That agent just sent me an e-mail apologizing and informing me they were going to contact the technical team in order to fix the issue, that it was necessary for me to wait for them to contact me. They haven't contacted me until now, I have been writing te-mails to the same agent asking for further information or something, requiring to keep the ticket open, because they haven't fixed this issue, and after I demonstrated I never received the transaction to my XXXX account XXXX the agent continues asking me to wait for them to contact me, but it has been a long time. 
The agent sent me an e-mail was on XX/XX/XXXX to tell me they are working to fix the issue. 

They have been sending a nessage frequently to me " Ticket solved '' and I can read every time that if XXXX not answer in XXXX hours, they will consider it as completed, but I have not recieved the money in my XXXX bank account, I just see Airtm agent just want to close the ticket without fixing this issue. They sent that message on XX/XX/XXXX, XX/XX/XXXX, XXXX, They just want to close the case and do not fix this. 

I just want to express that this was the first time I have an issue with a bank account transfer, and this was my first transaction using Airtm.

Company response to consumer: Closed with explanation