Consumer complaint received 2025-04-28 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: Higlobe, Inc.

Complaint narrative:
Dear Sir or Madam, I am submitting this formal complaint to bring to your attention a serious concern regarding the handling and withholding of funds by HiGlobe XXXX XXXX and their banking partner, XXXX XXXX Bank. 

On XX/XX/year>, my client, XXXX XXXX ( XXXX XXXX Bank, checking account ending in XXXX ), initiated a wire transfer intended for my HiGlobe account. Despite repeated communications with HiGlobe, I was consistently informed that no transfer had been received. Concerned by the lack of resolution, I personally contacted XXXX XXXX Bank, where a representative, XXXX, confirmed that the transfer had indeed been received and posted to my account on XX/XX/XXXX. 

My banking details are as follows : Account Holder Name : XXXX XXXX XXXX Account Type : Checking Bank Name : XXXX XXXX Bank Account Number : XXXX Routing Number : XXXX Bank Address : XXXX XXXX XXXX, XXXX, NJ XXXX Following this confirmation from XXXX XXXX Bank including direct communication with the banks Vice President HiGlobe finally acknowledged the existence of the transfer. However, the failure to proactively communicate or investigate the matter until I intervened is deeply concerning. 

Furthermore, once HiGlobe acknowledged the posted transfer, they requested additional documentation from me on XX/XX/year>, which I immediately provided. Despite full compliance on my part, HiGlobe repeatedly requested the same information daily without proper acknowledgment or progression of my case. On multiple occasions, including today, I resubmitted the requested documentation XXXX times with no substantive response. 

This situation has resulted in : Significant financial hardship and disruption to my business activities. 

Emotional distress caused by HiGlobe 's poor communication and the ongoing uncertainty. 

Serious concerns regarding XXXX internal controls, compliance practices, and operational transparency. 

Given the gravity of the situation, I respectfully request that the Consumer Financial Protection Bureau : Investigate the practices of HiGlobe and XXXX XXXX Bank concerning the handling of wire transfers. 

Mandate the immediate release of my transferred funds. 

Review XXXX internal processes for handling customer funds and communication. 

Impose appropriate remedial actions to ensure other consumers are not similarly harmed. 

Attached to this complaint are the following supporting documents : Screenshots evidencing the successful wire transfer. 

Email correspondence with HiGlobe representatives. 

Confirmation from XXXX XXXX Bank verifying the posting of the transfer. 

Records showing my repeated compliance with XXXX documentation requests. 

Thank you for your prompt attention to this serious matter. I am available to provide any further information needed to assist with your investigation and to expedite a resolution.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief