Consumer complaint received 2015-08-28 00:00:00
Product: Money transfers — International money transfer
Issue: Money was not available when promised — 
Company: Trans-Fast Remittance LLC
State: CA

Complaint narrative:
I, XXXX XXXX am a permanent resident here in the U.S. and have been using www.transfast.com for sending money to XXXX for past 6 months. This time I initiated a transfer with this company on XXXX @ XXXX PST for {$3300.00} and eta to remit this money was 3 business days as per the website i.e by XXXX. Transfast debited my bank account for {$3300.00} on XXXX and till XXXX i.e. even after the XXXX there was no communication from them. 
Finally on XXXX @ XXXX PST i.e. Thu night, an analyst ( XXXX XXXX XXXX XXXX ) sends a mail asking for additional documents like US ID, passport etc. to complete the transfer. It was frustrating to realize that my money is still not begun its journey and almost after a week Transfast is asking for additional documents. I decided not to do business with this company because even if I send the documents, I will get the money only after XXXX i.e. next Monday. Therefore I informed Ivee to cancel this transaction ( XXXX ) and send me the refund. She asked me to write a mail to XXXXXXXXXXXX which I did on XXXX @ XXXX XXXX and requested them to call me and provide eta of my refund. Because, I am in a situation now where I need at least XXXX XXXX XXXX ( XXXX. approx USD XXXX ) in my bank on XXXX and I am not sure if this transaction will be completed by next Monday. Also since XXXX is XXXX hrs ahead of US time their day will be over before US starts work. 
To avoid this situation I had to borrow this money from my friend in XXXX and will return him back when I get my money. 

Therefore next day i.e. today morning ( XXXX ) I called Transfast helpline no. XXXX and on first attempt I waited for XXXX minutes on call since I was XXXX in line and when my turn came, before someone could talk to my line got disconnected. Again I dialed, XXXX in queue this time and spoke to their call center executive XXXX. I explained him the situation and asked XXXX things 1. When will I get my money back in my bank account 2. Why my account was debited first if there was problem with my documents. XXXX informed me that it will 3 to 5 business days to get my money ( i.e. XXXX to XXXX ) and that money was debited because their ACH team does that process irrespective of the fact whether customer has provided the documents or not. Thereafter I spoke to XXXX the customer center manager but she was adamant not to listen my problem, but insisting me to wait and follow the process. I think the Transfast process has BIG FLAW and they are using customers money and making huge profits because of currency fluctuations of dollar vs XXXX. 
I request CFPB to look at my case and penalize Transfast as much as possible. 

My complaint against Transfast.com is to compensate me for this embarrassing situation and return my money asap. Because they should have -1. Not accepted my request if they wanted more documents2. Not taken money from bank account if I was not compliant as per their policy3. Informed me on XXXX or XXXX itself that I am not compliant to transfer moneyKindly help. 

ThanksXXXX XXXX

Company response to consumer: Closed with explanation