Consumer complaint received 2020-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Ria Envia, LLC
State: CA

Complaint narrative:
On XX/XX/XXXX, I made a foreign money transfer of {$2500.00} to XXXX through Ria Money transfer ( https : //www.riamoneytransfer.com/us/en ). On XX/XX/XXXX, I noticed 3 times {$2500.00} got deducted from my XXXX XXXX account ( A total of {$7500.00} ) and bank charged me an insufficient fund fee ( Returned Check/NSF fee ) of {$68.00}. On checking with Ria, they told me that there was an issue at their end which mistakenly pulled money multiple times ( without my authorization ) from my account. Since Bank charged me the overdraft fees due to insufficient funds I reached out to my bank explaining the situation and they deposited back the additional funds ( two {$2500.00} which equals {$5000.00} ) to my account on XX/XX/XXXX as a courtesy until Ria refunds the extra money they pulled. Same day Ria also refunded the additional amount ( two {$2500.00} which equals {$5000.00} ). 

At this point the additional amount ( {$5000.00} ) Ria pulled from my account without my authorization is returned back to my account, an insufficient fund fee ( Returned Check/NSF fee ) of {$68.00} is charged on me and I am waiting for my actual transfer money ( {$2500.00} ) to get transferred. 

On XX/XX/XXXX I got an email from Ria saying that my transaction is cancelled and they will return the money within 2-10 business days. So I contacted them over phone and demand the return of Returned Check/NSF fee of {$68.00} also which got charged on me. On XX/XX/XXXX, Ria refunded the Returned Check/NSF fee of {$68.00} alone and not the actual transfer amount of {$2500.00}. 

At this point I was waiting for my actual transfer money refund ( {$2500.00} ) from Ria. Since its holiday season I planned many things with my hard earned money which is now in the hands of Ria. As per Ria, I was supposed to get my money back by XX/XX/XXXX maximum considering their 2-10 business days timeline in the above mentioned transaction cancellation email on XX/XX/XXXX. BUT THEY DIDN'T REFUND MY MONEY!!!! 

I contacted them multiple times for my money and the response I got is to wait for their finance department to reach out to me. I didn't get any response from their finance department and I sent an email to Ria stating the situation and asking to compensate my loss due to not returning my money. On XX/XX/XXXX ( 21 days after transaction got cancelled ) Ria returned my money of {$2500.00}. Because of not having money in my hand during XXXX and Holiday season due to the delay in refund from Ria, I had several personal losses, tensions and frustrations which affected my personal life, family and so many other things and I strongly demand for compensation ( even though no compensation can cover the losses Ria made to me ). 

The Ria customer care told me that they will consider this as my ask is genuine and delegated my demand to their financial department. On XX/XX/XXXX I got an email from Ria saying that their Finance Department could not consider or compensate for this kind of request!!! 

I felt that I am humiliated and my feelings and sufferings Ria has created has to be considered and addressed and this should not happen to another person. If I leave this as is and keep quiet, Ria may do the same thing to another person and he too have to suffer like me or more than that. 

Since Ria is not helping me or considering my request even after I explained everything to them multiple times, I am reaching out to CFPB for helping me with this. I am sure you will be able to help me. 

Please find attached the Ria Money Transfer Receipt, Bank transaction records, email communication with Ria on the same which justifies my above statements

Company response to consumer: Closed with explanation