Remittence transaction issue
in Consumer rights
5 replies 253 views
Hi everyone, just wanted to see if I can take any steps for a transaction that has gone missing and apologies in advance for a long post.
I used a remittence app (TapTap Send) to send some money to an old relative back in Pakistan. I used that app as the bank she could pick up the cash from is quite close to her village(she is in late 60’s and has a lot of health issues). I first sent her some money around new year and the transaction went quite smoothly and she picked up cash next working day. Sent her some more money on 19th of Feb but she couldn’t go to bank for a about a week due to bad health but the transaction processed, the status was updated to ready for pick up and she received the code on her mobile.
She went to the bank early last week but the staff told her that they can’t seem to find any transaction with that number and code in their system. They checked the SMS and screenshots I sent to her but still couldn’t find that transaction and told her to ask the sender (Me) to get in touch with the company (TapTap).
They have a phone number, email address and a whats app number to get in touch with their team but they have been not very cooperative on any of those channels. They first claimed for a couple of days that the particular transfer has already been paid out. I asked for a proof of when, who and where it was picked up and why that status was delivered and not updated to picked up. After a couple of days, they said they have verified that the transfer has been delivered to the bank, they have escalated that to their local partner bank in Pak and that transfer can be collected. She went all the way to the bank again but same story.
Now they are asking us to present them a statement of account for 5 days after the initial transfer date showing that the transfer hasn’t appeared in that account but despite me explaining my best that she doesn’t even have a bank account and since it was a simple cash pick up where recipient has to show the collection code and a proof of ID, what sort of statement can the bank in Pakistan issue to someone who doesn’t even have a bank account with them but I can’t seem to get any satisfactory answer.
I paid from my debit card but I don’t think I can dispute that transaction with my bank. That application doesn’t seem to have anything on their website where I can lodge an official complaint and the only email address they have provided is the customer support one. I have already sent the recipient same amount of money from another application(it was only £112 so not the biggest of amounts) but I think I should either get a refund or they should payout the recipient. It could even be that the bank staff in Pakistan may not be playing ball and TapTap may have sent the money as they claim but I don’t think I should have to chase their partner bank myself.
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Their T&Cs explain how to claim a refund if they fail to send a Transfer on time to the right Recipient account and for the right amount, as indicated on your confirmed Payment Instruction.
They also explain how to make an official complaint and how to escalate it to the FOS.