Currencies Direct Q&A

Former_MSE_Andrea

Hi everyone

Currencies Direct is now on our Forum answering your customer service questions if you have them.

If you're a customer or thinking of using it post your question here and it'll aim to help where it can.



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paulrudd

Hi, I arranged a transfer through currencies direct a month ago and it's still not reached my USA account. I talk almost everyday with your customer service team and my bank in the USA but nothing seems to be happening. Who can I talk to who can escalate things and listen to me? I'm out of pocket for £1500 at the moment and no one one will take responsibility

Currenciesdirect

Hi Paul,

Let me start by offering an apology. We completely appreciate that your experience with us hasn’t been good enough.

In this instance, the intermediary bank has held onto funds longer than expected, and also delayed their request for further information (as a result of their own compliance procedures). This is unusual, and has unnecessarily drawn out what should be a simple process.

Although this isn’t something we can control, we’ve monitored the situation throughout, raising a trace and recall requests on the payment to locate it. Our team have worked hard to do everything they can behind the scenes to ensure we transfer your funds (we have had numerous communications with the intermediary bank and Barclays, by phone and email).

However it’s our communication to you that hasn’t been up to scratch. So, we’re going to make that right – we’ve escalated the case to senior members of the organisation, who’ll be reviewing internal processes to ensure our communication is better in these scenarios.

We’ve also raised this issue with our own banking partner, to help understand how this situation is avoided moving forward.

With over 210,000 satisfied customers to date, we’re proud of the award-winning service we offer. We truly value our customers, and taking a look thousands of our positive Trustpilot and feefo reviews only confirms this – I hope we can turn this situation around to include you in that number at some point in the future.

Best wishes,

Jigar S.
Group Operations Manager | Currencies Direct