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MercaDolar Inc. is a company that connects individuals who are buying and selling American dollars and XXXX bolivars, to allow currency exchange among individuals in US and XXXX. MercaDolar Inc. works as the intermediary that holds the dollars while the buyer deposits the amount required in a XXXX bank account. There is a clearance process, that once approved, MercaDolar has 1 business day to release the dollars to the person who bought them via ACH.
On XX/XX/XXXX I put an order through MercaDolar to buy {$100.00} ( MercaDolar will take 4 % from this amount as service fee- so the net amount is {$96.00} ) at the exchange rate of XXXX bolivars/USD. I deposited the money in the Venezuelan bank account as required, and the seller confirmed the reception of the funds on XX/XX/XXXX. On XX/XX/XXXX, I got a notification from MercaDolar saying that since the seller confirmed the reception of the funds, they will proceed to transfer my USD in 1 business day.
On XX/XX/XXXX I contacted MercaDolar asking about the status of my transfer. They answered that their " agents '' were processing it and that my money should be available the next day. It did not happen. They asked me to confirm if I received the funds on the XXXX. I contacted them again, and told them that funds were not available yet. They responded that by their records, money should be available on XX/XX/XXXX. Again, it was not available on XX/XX/XXXX. I asked to solve this situation immediately since this situation was a week overdue and they responded that they will check with their agents. After this last email, I asked to give me a final answer by yesterday ; otherwise, I would need to start a dispute because I was feeling that they were not responding to my claim.
In the meantime, I called their customer service number all week long to see if I could talk to them on the phone, they never answered, and their customer service via e-mailed stopped updating me on the status of my issue. Also, even when they replied via email, their response was generic and delayed.
I am looking for help to solve this issue since my money is at risk, and I consider that the are not responding to me. I do not trust the business anymore, and I am not sure if this is a scam or what else could be going on.
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