Consumer complaint received 2024-07-19 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Ria Envia, LLC
State: OR

Complaint narrative:
On or about XX/XX/year> I attempted to send a small amount of money to one of my relatives in the XXXX. It was my first and only attempt to send money by RIA. They accepted my order through my phone app and then put it on hold and then cancelled it, and when I requested an explanation they just said it was suspicious and that they have the right to do it. They said it was because of a third party fraud detection service. I repeatedly contacted them asking why and I was denied financial services and who the company was that caused the refusal. They refused to tell me despite multiple requests including phone calls. Below are a portion of my requests and their responses. 
********* XXXX XXXX Your money transfer is now under security review. 
Dont worry, this is a normal step in the process and there is no action required by you. Security reviews are usually completed within a few hours, after which you will receive another notification regarding the updated status of your order. 
Your transfer details : Order number : XXXX Recipient name : XXXX XXXX sent : XXXX XXXX  Amount received : XXXX PHP Delivery method : Mobile wallet PIN : XXXX Payment method : Debit card Total paid : XXXX XXXX  ********** XX/XX/year> Your transfer XXXX was canceled. 
All transfers are subject to review by our third-party fraud service. Unfortunately, they flagged this transfer as suspicious. 
Learn why your order was canceled. 
We do not withdraw the money until the transfer is accepted, so the hold has been released. For any questions, contact your card company or bank. 
This decision is final. If you try to place another transfer online, it will be rejected automatically. But you can send money at a Ria location! 
********** XX/XX/year> Good day, We have received a response from our review department regarding your locked account, unfortunately, you are not going to be able to use the online services and this is a final decision, but you can still use Ria services through an Agency.

Please refer to Reasons we permanently lock accounts and remember, It is in our terms and conditions ; we can accept or reject money orders for any reason, unfortunately, we can not process your transfer online. 
XXXX XXXX XXXXXXXX # XXXX Hope you find this information helpful, Sorry for the inconvenience. 
Have a great day. 
Kind regards, The Ria Money Transfer Team ********** Get answers to our FAQs on our Help Centre System ( Ria Money Transfer ) XXXX XX/XX/year>, XXXX XXXX ( XXXX ) *** XXXX XXXX XXXX XXXX chat *** ( XXXX ) XXXX XXXX : I want to know why transfer number XXXX was canceled? The email said it was because it was suspicious. How can I transfer for a family member to buy medicine be suspicious? 
( XXXX ) XXXX  : XXXX XXXX XXXX ) XXXX  : Please scroll through our most frequently asked questions below, or ask your question in a different way if it's not listed. 
( XXXX ) XXXX  : [ unsupported message type ] ( XXXX ) XXXX XXXX XXXX Why can't I get an answer? 
( XXXX ) XXXX  : I still don't understand your question. I can transfer you to a member of our Care team who can help. 
( XXXX ) XXXX  : Please wait one moment while I transfer you to someone who can help ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX thanks for your message. Please give me a few moments to take a look over your request. 
( XXXX ) XXXX XXXX XXXX I want to know why transfer number XXXX was canceled? The email said it was because it was suspicious. How can I transfer for a family member to buy medicine be suspicious? 
( XXXX ) XXXX XXXX XXXX XXXX I apologize for this issue, I will escalate this issue since the order was rejected by fraud department. 
( XXXX ) XXXX XXXX XXXX How can sending money to a family member for medicine be fraud? 
( XXXX ) XXXX XXXX XXXX XXXX Thanks for waiting, I have sent the request now, and the fraud department will contact you by email in a few hours. 
( XXXX ) XXXX XXXX XXXX XXXX Is there anything else I can help you with? 
( XXXX ) XXXX XXXX XXXX It was just a small amount to cover the cost of medicine ( XXXX ) XXXX XXXX XXXX Why can't I get any answers? 
( XXXX ) XXXX XXXX XXXX XXXX Because the fraud department does not share this information with us. 
( XXXX ) XXXX XXXX XXXX XXXX Unfortunately, youll need to wait for a response. 
( XXXX ) XXXX XXXX XXXX XXXX Why was my transfer canceled or rejected? : XXXX XXXX XXXX XXXX  ( XXXX ) XXXX XXXX XXXX : This article can provide you with additional information. 
( XXXX ) XXXX XXXX XXXX XXXX Is there anything else I can help you with? 
( XXXX ) *** XXXX XXXX XXXX the chat *** ********** XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX to Ria  I have the right to know why you refuse to give me service and why you canceled a transaction that I was charged for. 
********** On XXXX, XX/XX/year>, XXXX XXXX Ria Money Transfer XXXX wrote : XXXX  ( Ria Money Transfer  ) XXXX XX/XX/year>, XXXX XXXX XXXX XXXX, We have received a response from our review department regarding your locked account, unfortunately, you are not going to be able to use the online services and this is a final decision, but you can still use Ria services through an Agency. 
Please refer to Reasons we permanently lock accounts and remember, It is in our terms and conditions ; we can accept or reject money orders for any reason, unfortunately, we can not process your transfer online. 
https : XXXX # XXXX Hope you find this information helpful, Sorry for the inconvenience. 
Have a great day. 
Kind regards, The Ria Money Transfer XXXX ********** XXXX XXXX XXXX Wed, XX/XX/XXXX, XXXX to Ria Dear Sir XXXX Madam, As is my right, I want to know the name of the company that caused me to be denied financial services. I would like the name of the company and the contact information. Please advice me of this information immediately so that I can take appropriate action. 
Sincerely, XXXX XXXX XXXX ********** On Tue, XX/XX/year> at XXXX Ria Money Transfer XXXX wrote : Astrid ( Ria Money Transfer ) XXXX XX/XX/year>, XXXX XXXX XXXX XXXX, We have received a response from our review department regarding your locked account, unfortunately, you are not going to be able to use the online services and this is a final decision, but you can still use Ria services XXXX an Agency. 
Please refer to Reasons we permanently lock accounts and remember, It is in our terms and conditions ; we can accept or reject money orders for any reason, unfortunately, we can not process your transfer online. 
https : XXXX # XXXX Hope you find this information helpful, Sorry for the inconvenience. 
Have a great day. 
Kind regards, The Ria Money Transfer XXXX

Company response to consumer: Closed with explanation