Fairfx currency not received

[slim me]

Anyone had this happen and can advise?
I ordered 3000 US dollars from Fairfx on Monday 25th June and never recieved them!!
Luckily, I managed to beg & borrow so I could still take my girls to Florida.
After a number of e-mails (only 1 which has been replied too!) and call to Fairfx and Royal Mail it seems that the currency has went missing & Royal Mail has launched an enquiry.
Talking to Fairfx they say I have to wait another week before contacting them & I have no idea when my payment will be refunded and that no compensation is available to me, even although special delivery think has this. I would have thought that they could refund my money as Royal Mail have launched an enquiry??

[Bob the Saver]

Originally Posted by slim me

Anyone had this happen and can advise?
I ordered 3000 US dollars from Fairfx on Monday 25th June and never recieved them!!
Luckily, I managed to beg & borrow so I could still take my girls to Florida.
After a number of e-mails (only 1 which has been replied too!) and call to Fairfx and Royal Mail it seems that the currency has went missing & Royal Mail has launched an enquiry.
Talking to Fairfx they say I have to wait another week before contacting them & I have no idea when my payment will be refunded and that no compensation is available to me, even although special delivery think has this. I would have thought that they could refund my money as Royal Mail have launched an enquiry??

But as yet I guess they just have your word it wasn't received.

[budgetflyer]

It would have been signed for if received

[Bob the Saver]

Originally Posted by budgetflyer

It would have been signed for if received

I guess that's what's being investigated, who signed for it.

[ferf1223]

do you have the special delivery tracking number? Not sure if FairFX send that to you...but if they do, you can look on Royal Mail's website to see if it was delivered, when, and see the signature of whoever signed for it.

Agree that it will take time for the parties involved to look into it...I can see why it's frustrating from your end as you KNOW you didn't receive it and no one took it in on your behalf and gave it to you...but neither FairFX or RMG will know that without doing some digging...we had it happen once that a neighbor took in a delivery for us and decided they wanted to keep it...it was only after the enquiry was opened and we were told it was signed for by (adult woman of a particular description) at (address) on (date and time) and we went around to enquire...were first told no, no...nothing taken in by then...awhile later, lo and behold, 'oh, we found this, our 9-year-old son signed for it and we didn't know'...so maybe an evil neighbor actually signed for it....

[mcfisco]

Talking to Fairfx they say I have to wait another week before contacting them & I have no idea when my payment will be refunded and that no compensation is available to me, even although special delivery think has this

FairFX have a contract with the PO not you, so it's correct that no compensation is payable to you from the PO
It's up to FairFX to refund you and chase any compensation with the PO
They are going to wait for due process though so you'll have to hang tight for now.
FairFX have a contract with you to deliver the cash, as soon as it's clear that this isn't going to happen they must refund you

[slim me]

Thanks for all your comments
No signature as it is still in Royal Mail's system - Have tracking number & currently 'progressing through our network'!! Somewhere between Glasgow & my local sorting office which I visited twice to be shown that it was on their delivery list but they never received it
Thought that FairFx would have something in place to deal with situations like this so customers could receive a refund & they can sort if out between themselves & Royal Mail - esp since they will be compensated.

[mcfisco]

Thought that FairFx would have something in place to deal with situations like this so customers could receive a refund & they can sort if out between themselves & Royal Mail - esp since they will be compensated.

The problem with that is that the PO won't consider it lost until 3 weeks has past, until they tell FairFX that it's lost, they can't really refund you.
If they did and it subsequently turned up, they'd have to get the cash back off you somehow.
It's an unfortunate situation but ordering that much cash at the last minute always carried risks of delay.
In hindsight, some sort of pre-paid card or a current account debit card and a small amount of cash to cover the first couple of days would probably have been a better idea - I'm sure you agree?

[custardy]

Originally Posted by slim me

Thanks for all your comments
No signature as it is still in Royal Mail's system - Have tracking number & currently 'progressing through our network'!! Somewhere between Glasgow & my local sorting office which I visited twice to be shown that it was on their delivery list but they never received it
Thought that FairFx would have something in place to deal with situations like this so customers could receive a refund & they can sort if out between themselves & Royal Mail - esp since they will be compensated.

Are they refering to the DUN notes?
A long printed list of SD tracking barcodes (like a big till receipt)

[Lfit]

Just wondering if Fairfx eventually paid up for your loss? My currency order with Fairfx was also lost in the post and they are refusing a refund and are just blaming Royal Mail.

[Backbiter]

Fairfx send huge amounts of currency through the post but don't send it special delivery? Seriously?

[ferf1223]

no, they send it Special Delivery.

[landsberger64]

Their Facebook page was FULL of complaints like this - until they changed it so you can't post complaints on there anymore (it wasn't exactly their best advert). They appear to have 2 men and a dog working there, which is the main problem.

My card was expiring with them, and they wanted £10 or a £300 load to renew it - I had about £80 left on the card. I rang and asked, and they point blank refused. I posted on Bookface, and I got an email telling me they'd reissue me with a new card free of charge...which is, I guess, why they don't allow you to post on their Facefriend page anymore!