| 05/30/2019 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Other transaction problem
|
|
Web |
|
|
This complaint is about Money Transfer company " InstaRem ''. These guys are holding my money ( XXXX USD ) for more than 2 weeks now.
PLEASE HELP ME!!!!!!
What Happened till now : - 1. On " XXXX XX/XX/2019, XXXX XXXX '' I used their service and initiated transfer of XXXX USD to my XXXX bank account.
2. Per their process, I had to transfer the money to their bank account - which I did successfully in next 2 days.
3. Because I used a promocode ( which gave me a discount of XXXX USD ), I only had to transfer them XXXX USD ( i.e. XXXX USD - XXXX USD ).
4. By mistake, I transferred them XXXX USD ( instead of XXXX USD ) ... .and updated transaction reference number of their application.
5. On their application, my transaction status wasn't moving so I started follow-ups by calling their customer service and dropping emails.
6. They requested for transaction receipt and I provided them.
7. They donot put any name or signature in their emails so it is impossible to tell to whom I have been communicating. All I know is that, I was connected to their customer service agent 'XXXX ' over phone on " XX/XX/2019 '' and she confirmed me on phone AND email that the receipt proof is sufficient to process the transaction. She also mentioned that my transaction wasn't processed 'probably ' because I transferred 'extra ' money.
8. When I said that it was a mistake and suggested them to either refund me full amount ( XXXX USD ) 'or ' only XXXX USD ( which I paid extra ) or process whole transaction of XXXX USD ( XXXX USD which I transferred + XXXX USD which I received as promo offer ) at same exchange rate.
She refused ALL the options and FORCED me to convert the extra amount ( XXXX USD ) to INSTA POINTS. I upfront said NO because it was never an agreement b/w/ me and company that my money will be convereted to some 'points ' because I may not choose to use their service again and will not be able to redeem those points. I don't think it was legal either.
9. All the time, she kept talking to her collegue and manager to provide answers but could not provide a resolution and asked to follow up on emails.
10. I had no option but to follow up on email and provided same options to InstaRem team on email i.e. either refund full/partial money 'or ' process the full amount 'or ' process XXXX USD at previous exchange rate + XXXX USD at current exchange rate.
11. There email responses are pathetic and they now requested me for my bank account statement to confirm the receipt of transaction ( remember I already provided them transaction receipt earlier ).
May be they are trying to buy some more time by doing all this. Or may be because the exchange rate of USD vs INR was now decreased, they would want customer to get frustated and cancel the old transaction because old transaction was booked at a higher rate.
Even though I wasn't comfortable sharing my bank statement which had my balance details, etc ... .I provided it to them and they again acknowledged that the document is ENOUGH to process the transaction. I also provided routing numbers on email.
12. Wasted so many days already and these guys were not working with any of the options so I asked them to refund money. I also logged my feedback on their XXXX page.
13. On " XX/XX/2019 '' they confirmed that refund is initiated and I should receive money in 24 to 36 HOURS.
14. I sent them reminders when amount was not received and asked for transaction proof.
15. They kept responding that 'concerned team ' will get back to me with transaction details and receipt information but even after 4-5 biz days they were NOT able to provide that.
16. I again left feedback on facebook page and got an email response that transaction was declined because account number, etc details were NOT correct.
17. They asked to confirm if my account is active, and asked AGAIN for the bank statement. I responded yes it is active and told them to read emails because statement was already provided.
Sir/Ma'am This is utterly frustating. They have my account number from my bank statement. They NEVER gave me a proof that they 'actually ' initiated refund to my account. They again and again asked for bank statements and other information but never helped when I asked the same from them. I am going in circles. There is no responsible person or escalation matrix to deal with this situation. All they have is a standard customer service email. They are literally testing customer 's patience and I doubt if they are utilizing my money probably for their own benefits. Please visit their XXXX page to see how many customers are complainting daily and most are frustated as the solution is not provided for weeks.
We transfer money to our home country because we need it urgently for some purpose like if someone in family is sick and is in need of money, etc and these guys are literally playing with customer 's sentiments.
I would urge you to please look into this matter on priority and if possible, lodge a complaint with their leadership ( about the way their customer service agents are handling customers ). This should not be acceptable.
I am attaching email screenshots for your kind reference. Screenshots are in order from XX/XX/XXXX till XXXX ( gives an idea of how the communication has been going on between both parties and to let you know that I tried my best to follow-up with InstaRem before logging a complaint with you ).
Thank you!
Best Regards '
|
| 12/08/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
- Confusing or missing disclosures
|
|
Web |
|
|
Hello - Recently i got myself signed up with a remittance service called 'Instarem ' by providing my identity information ( DL/SSN/Address ) and relevant copies uploaded in the service portal.. After having bad customer service on some sign up related issues, i decided to exit out from the service.. I have not done any monetary business with the firm and it was just a sign up and personal information exchange till then.. Based on my decision to exit, i asked service company to immediately close my online account and purge all my identity related documents and information that are electronically held.. I insisted repeatedly many times but company 's support service kept on spinning the issue and unable to answer satisfactorily for the reason holding on to personal data despite of no monetary business.. I did not recall signing any consent form nor firm 's support service were able to direct me to the regulatory need that stipulates holding personal data for unforeseeable future.. They caused me immense stress having my personal information held hostage and wasted my time in follow ups back n forth I'm extremely nervous and do not approve my personal identity being under possession of a third party and in this case with the firm 'Instarem'.. I request CFPB to help me in going after to resolve my concerns and address my demand of getting my personal electronic data purged from systems I raised a cfpb case before and the response came out as due to BSA regulation but I wanted to know the specifics of the regulation that stipulates holdings electronic personal records just for signing up for a digital service. I want a copy of regulation pdf pointed to specific page and section.. My prior complaint was closed for some in appropriate reasons and therefore Im opening new one Date of Issue : XX/XX/2019 Company Name : Instarem Company Type : Remittance Service Email communication exchanged with support team attached Thank you
|
| 11/29/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
- Confusing or missing disclosures
|
|
Web |
|
|
Hello - Recently i got myself signed up with a remittance service called 'Instarem ' by providing my identity information ( DL/SSN/Address ) and relevant copies uploaded in the service portal.. After having bad customer service on some sign up related issues, i decided to exit out from the service.. I have not done any monetary business with the firm and it was just a sign up and personal information exchange till then..
Based on my decision to exit, i asked service company to immediately close my online account and purge all my identity related documents and information that are electronically held.. I insisted repeatedly many times but company 's support service kept on spinning the issue and unable to answer satisfactorily for the reason holding on to personal data despite of no monetary business.. I did not recall signing any consent form nor firm 's support service were able to direct me to the regulatory need that stipulates holding personal data for unforeseeable future.. They caused me immense stress having my personal information held hostage and wasted my time in follow ups back n forth I'm extremely nervous and do not approve my personal identity being under possession of a third party and in this case with the firm 'Instarem'.. I request CFPB to help me in going after to resolve my concerns and address my demand of getting my personal electronic data purged from systems Date of Issue : XX/XX/2019 Company Name : Instarem Company Type : Remittance Service Email communication exchanged with support team attached Thank you
|
| 05/19/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
|
|
Web |
|
|
I was contacted by a third party debt collection agency, XXXX XXXX XXXX, by mail on XXXX XXXX XXXX ( received XX/XX/2023 ) for debts associated with alleged accounts held with XXXX XXXX XXXX Instarem.
I have disputed this debt as I do not hold any accounts with XXXX XXXX XXXX Instarem. I requested additional information from the creditor and received copies of the transaction details by mail on XX/XX/2023 ( dated XX/XX/2023 ).
The account user for these transactions is using my maiden name ( XXXX XXXX XXXX ) and alleging that I have sent money to an individual using my father 's name ( XXXX XXXX ). The recipient accounts are associated with XXXX XXXX XXXX and XXXX XXXX XXXX. My father is a US citizen and does not reside in XXXX, nor does he hold any bank accounts there.
I contacted the Instarem customer support email and included a detailed description of the transactions and requested they halt account activity. I received a response that the customer support email account is no longer monitored and that I need to log-in to an Instarem account to submit a query.
I am not able to log-in to an Instarem account as I do not hold any accounts with this company.
The Instarem website has a customer support chat bot, but no other means to elicit help unless you log-in ( no phone number or additional contact information ). Again, I am not able to log-in as I do not hold any accounts with this company.
|
| 12/26/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
- Confusing or missing disclosures
|
|
Web |
|
|
This is my 4th complaint! .. company close complaint each time without answering to the point.. looks like clear delay n discourage tactics.. Either they do not understand the complaint or simply doesnt want to answer..
My personal data is held hostage by company and company is not disclosing specific points as to what regulation mandates to keep personal data held up when there was no monetary business as the transaction was just a sign up to digital service..
I seek below very very specific info from the company this time. I do not need timeline of past interactions directly with company 1. Copy of terms n conditions where I consented 2. Any federal guidelines very specifically asking to retain personal records when there was no monetary transaction?
3. What is the guarantee that the personal data is not cross sold?
|
| 05/20/2021 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Money was not available when promised
|
|
Web |
|
|
I placed a money transfer for {$5500.00} on XXXX through INSTAREM ( XXXX ) to my mother in law in the XXXX XXXX XXXX ), for purposes of building my house there.. I've made 10 similar transfers over the last six months. They inquired for a second time about our relationship and purpose, so I told them again. My money transferred to their New York account on XXXX, and since that time the transfer has not happened, still " processing ". I've contacted them through email and chat approx. 15 times, and I'm just getting apologies and we're working on it. I feel as though they are holding my money, and not responding to my concerns ... I'm not sure if it will ever be released. I asked 3 times for a refund, and they just tell me to hold on. It's been almost 2 weeks since my order was placed on XX/XX/XXXX.
|
| 12/27/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
- Confusing or missing disclosures
|
|
Web |
|
|
This is my 5th complaint! .. company close complaint each time without answering to the point satisfactorily.. looks like clear delay n discourage tactics.. Either they do not understand the complaint or simply doesnt want to answer.. My personal data is held hostage by company and company is not disclosing specific points as to what regulation mandates to keep personal data held up when there was no monetary business as the transaction was just a sign up to digital service.. I seek below very very specific info from the company this time. I do not need timeline of past interactions directly with company 1. Copy of terms n conditions where I consented 2. Any federal guidelines very specifically asking to retain personal records when there was no monetary transaction?
|
| 05/10/2023 |
No |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Other transaction problem
|
|
Web |
|
|
Hi, I have tried to send an international transaction and it was cancelled by a platform called Instarem ( www.instarem.com ). This seems extremely opaque and makes this platform a security issue, with all my personal details.
Further when asked for a reason, although they have my bank details, SSN ; they refused to provide any further assistance. Other than to say : i ) " Unfortunately, due to security reason we can not provide the exact reasons to it. '' ii ) " We can not disclose the exact reason as per XXXX, XXXX ( U.S. ) Program Customer Agreement, we reserve the right in our sole discretion to refuse any transaction. '' Any help to ensure that customers are not negatively impacted by such a blanket statement would be greatly appreciated.
Thanks
|
| 12/08/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
|
|
Web |
|
|
I sent 2 successful transactions via Instarem those went through. So I went ahead and did one more transfer. The company received money from my credit card company XXXX and Instarem posted the status as paid to the receivers account 2vdays ago, but the money is not in the receivers account.
I looked up customer service number of InstaRem and called but a busy tone and eventually after 2 rings call gets dropped.
When I reply to their email I get an automated response stating that I need to chat with a customer service personnel that too is automated.
|
| 02/16/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
- Problem with customer service
|
|
Web |
|
|
I initiated transaction to convert USD to CAD via " Instarem '' subsidiary of XXXX XXXX.
I initiated transfer on XXXX at the time of transaction expected delivery time was 4-5 Business Days.
XXXX XXXX was added as Payee on my XXXX XXXX account and Transfer was executed on XXXX XXXX.
Since then " Instarem '' status on the transfer is Awaiting Payment. Even after repeated follow ups status us still the same as of XXXX Every time I follow up they provide me with template answers.
|
| 08/16/2021 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Confusing or missing disclosures
|
|
Web |
Servicemember |
|
On XX/XX/2021, I received this email from them : " Please be informed that a business decision has been made and your account has been closed due to our internal policies. Unfortunately, due to our privacy policy we will not be able to provide you any more detailed information. '' They took all of my personal information and private business information as an application and then denied without reason.
|
| 12/16/2019 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Confusing or missing disclosures
|
|
Web |
|
|
Company name : Instarem Remittance Company is holding my personal data in electronic format even though there was no monetary business taken place.. company is refusing to delete my personal data and giving all sorts of over the top inadequate response and closing complaint each time.. this is the third time Im opening up a complaint.. Not convinced with company approach in answering concerns
|
| 12/03/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
|
- Problem with customer service
|
|
Web |
|
|
I used INSTAREM to send money from my XXXX XXXX Account to my XXXX XXXX Account.
I believe I gave all and answered all the requirements needed for me to do so.
However, INSTAREM cancelled my transactions and blocked my account without warning or reaching out to me.
The only explanation given is due to internal regulatory policies that can not be disclosed.
|
| 06/27/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
|
|
Referral |
|
|
|
| 12/21/2021 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
|
| 03/31/2021 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Money was not available when promised
|
|
Phone |
|
|
|
| 02/12/2020 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
|
|
Phone |
|
|
|
| 04/16/2019 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Other transaction problem
|
|
Web |
|
|
|