| 12/11/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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I sent money via XXXX send, on XX/XX/2023 to my mother ( XXXX ) and immediately noted I sent the wrong amount. I called Tapatap Send within a few minutes to reverse the transaction. They told me they would escalate to their partner in XXXX to reverse the transaction. My mom received a text from XXXX saying they had held the funds up and later on the XXXX of XXXX, 2023, she received a text and a phone call from XXXX that the amount had been reversed.
I called TapTap Send to get an update and they stated the amount has been used by the recipient so they can not refund the amount. My mom went to the XXXX office in XXXX to get an update from their side. They mentioned they had reversed the transaction and provided a reversal ID to be given to Taptap Send. I sent the reversal ID to Taptap Send and they stated they will escalate it again to their partners.
I followed up only to be told their partner in XXXX has refused to refund the money as they have released the money to XXXX. Now XXXX is also saying they reversed the amount on XX/XX/XXXX.
I do not have my money and the receipient does not have the money. Taptap Send has refused to work with their agent in XXXX and is sending me on a goose chase to get my money back. I am out of options right now and I am hoping CFPB can help me get my money back. I have been working with Taptap Send over a month now and still have not gotten to a resolution.
Please see the details for dates and names below. I just want my money back. Please let me know if you need email chain or any documentation from me.
Recipient ( XXXX XXXX ) Sender ( XXXX XXXX ) Agent ( XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2023 : Sent XXXX instead of XXXX to a recipient in XXXX Contacted Taptap send immediately ( less than a minute ) after I noticed I had sent the wrong amount by Phone. The customer service agent noted that the issue has been escalated. And followed up via email and the XXXX page to document the request in writing.
XX/XX/2023 - The recipient received a text from the Taptap Send agent ( XXXX XXXX ) via text that the amount was pending a reversal.
XX/XX/2023 : Followed up with Taptap Send customer service via email and WhatsApp message.
XX/XX/2023 : The recipient received a text and phone call from XXXX XXXX that the amount has been turned to XXXX send.
XX/XX/2023 ; The Sender followed up with XXXX and sent customer service via email and WhatsApp messages.
XX/XX/2023 : Taptap Send sent an email saying the refund could not be issued and that the recipient had used the funds.
XX/XX/2023 : Recipient contacted XXXX XXXX for a reversal ID XX/XX/2023 : Reversal ID is submitted to XXXX Send. Taptap Send responds with an email that they will review the refund.
XX/XX/2023 : Called Taptap send for a status and was told that their agent in XXXX has refused to refund the money to them so they can not issue the refund, Their agent said they have issued the money to XXXX and the sender has to reach out to XXXX with a document they provided for the release of their money.
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| 10/17/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
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Web |
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On XX/XX/2023, I used the taptap send app to send an amount of {$1300.00} to a XXXX account ( Gtbank account no : XXXX Account name : XXXX XXXX XXXX to deposit XXXX XXXX into the account base on the rate of {$1.00} to XXXX naira.
The money was debited from my chase account with debit card ending XXXX but the money was not delivered to the destination account. I sent a mail to XXXX to complain and i was told that the issue will be resolved within seven business days. However, the matter wasn't resolved and after several calls, taptap send replied with a mail on XX/XX/2023 that the money have been successfully delivered with a receipt bearing that the money was deposited by fincra on behalf of taptap send. I replied with account statement of the recipient and evidence from the bank ( XXXX ) stating that the transaction by fincra was not successful.
since then i have been calling taptap send and they have not been giving me any satisfactory answer except that they are still working on it transaction ID : XXXX Attachments are in this order account statement of recipient for XXXX and XXXX, receipt sent to me for deposit by fincra and evidence from recipient bank that the transaction wasn't successful because of no response from fincra and lastly receipt from taptap send when they debited my account feel free to contact me for any clarification Thanks
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| 08/31/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
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Web |
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I requested a money transfer on TAPTAP money transfer app on XX/XX/2023 of which the exchange rate was XXXX XXXX to {$1.00}. The transaction message came that the transaction was not fully completed because they need to verify my ID. I call to completed the verification on XX/XX/2023 and the customer service representation ( name withheld ) told me it has been completed and the money deposited in the recipient 's account. But on my end it showed " failed resend '' and I communicated this to the agent who instructed that I should go ahead and click " resend '' which I did but the money deposited was different from the original amount. He then said its because rate have changed which was not the original discussion and he confirmed that the initial rates is what they will honor. I requested that my money be refunded immediate and he explained that he will escalate my concern and request for refund. It has been 2 weeks now that I have not gotten my refund. Each time I call the customer services ( 4 times ) I was they are waiting on the local partner to initiate the refund. The local bank has reverted the transaction on XX/XX/2023 but Taptap kept telling me they has not received the refund from the local bank.
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| 09/24/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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The company closed my account without any notice. I had to call them to inquire about it. Initially they gave me a run around but eventually they claimed that they had suspended my account due to a security concern. When I inquired what the concern was they told me to read the terms and I would find it there. They didnt point me to anything specific. They also closed my husbands account the same way. The only transfer we had attempted to make was to my father-in-law, and that transaction clearly didnt have any security concern because even the names match! The ridiculous part is that no one is able to explain what happened so they just point out to their security concerns, which is very vague.
The fine print is ambiguous and can be interpreted in many ways. They need to amend so that it can have specific details to it that can be easily sited.
I was able to find many similar complains online about this company, which means that its their common business practice.
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| 01/21/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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- Unauthorized transactions or other transaction problem
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Web |
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XXXX XXXX XXXX I sent {$500.00} to a personal friend in XXXX using Taptap send I sent via XXXX but TapTap Send sent it via XXXX so the money never was received by the Recipient. I contacted TapTap Send and explained to them they made a mistake. My Recipient Sent me a copy of his Bank account statement stating that no funds were received on that day. I've contacted TapTap Send Over and over an they keep telling me to be patient they are waiting to hear back from a 3rd party, Its been since XX/XX/XXXX I think I've been patient enough I've contacted them Via Email a numerous times and telephone but always the same we are working on it. I don't have {$500.00} dollars to throw away.I just want my Refund Back
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| 11/30/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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I use company name Taptap to transfer money to XXXX since XX/XX/2023. I called to conceal the transaction because I mistakenly place the wrong figure which they told me is already late. After somedays the receipt called to informed me that the part of the money just disappeared from her account. I contacted taptap and the receipt bank immediately and I was told that the money is withheld. The only solution is for taptap to call their correspondence in XXXX to releases back the money to recipient account. Taptap have fail to meet up with these obligations, I have called them million times but to no avail. Pls I need your help to retrieve my money back. Thank you. Yours faithfully XXXX XXXX
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| 12/15/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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Hi there, My name is XXXX XXXX I used Taptap to send {$120.00} to XXXX on XX/XX/2023. After 2 days of sending the Money the recipient was there to pick up the money Bank told the recipient money is not available to the bank yet. So, I called Taptap customer service to cancel the order and refund me back they told me they told me they cancelled the transaction and will refund me within 10 business days now its more than a month still didnt receive anything or confirmation email. I called them several of times they kept telling me they are working on this. Pl I request your help on this matter. I appreciate you so much. Thank you!
I attached some pictures please check XXXX XXXX
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| 08/30/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
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- Problem with customer service
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Web |
Servicemember |
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On XX/XX/2023 I used their services ( Tap Tap Send ) to send {$680.00} to my family in XXXX for medical emergency. They were supposed to receive the money within minutes, but until the time that I am making this complaint my family have not received the money and somebody's live is at risk. I contacted the company everyday since the day of the transfer and nothing has been done to solve the issue. I even explained to them that it was for medical expenses, they promised to escalate and resolve it ASAP on Sunday but nothing has been done. Everytime I call the give me the same answer with no time line on when to expect it to be resolved.
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| 10/31/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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Created taptapsend account on Fri XX/XX/XXXX to send my brother abroad some money. I entered all my personal data, including my debit card. I sent a small amount on Saturday ( less than {$200.00} ). Got a sucess sent screen for which i have a screenshot. They then never informed me but apparently suspended my account. multiple messages and calls, and no one coudl tell me why. finally today XX/XX/XXXX, they send em an email saying they confirm my account si suspended byut give no reason for it. I believe this company si a front for stealing American citizen 's financial data.
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| 09/30/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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Date : XXXX XXXX XXXX am XXXX USD I try to transfer money to my account in the philippines but the transaction doesn't went well successful.It has been XXXX and I did not receive it its still pending.The customer service kepts on telling me that there is a technical issue. But when I try to send money again to check if there is really a problem it went well successfully.There delaying my transaction.The agents thay they have is not helping me.They couldnt even give me a clear answer and solution to my problem.I ask for a refund but they could not give ot back to me.
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| 04/05/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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Hi, Would you please help me resolve the issue I have with my money transfert transaction with Taptap. On XX/XX/2022 @ XXXX. I sent the money to my young brother on the Amount of {$50.00}. After 45 minutes, I realized that I did the error on my recipients phone number ( incorrect phone XXXX XXXX ). I called Taptap to cancel or reversed the transaction for the correct phone XXXX, but they couldnt help me. Thank you!
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| 10/14/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Money was not available when promised
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Web |
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I sent money using taptap send XXXX XXXX, And My money has never been sent yet. Normally a minute or hours the money will be sent to my relatives. But now it took 4 days and still there. I contacted them through XXXX XXXX and I called them too and the answer still the same. I tried to cancel the transaction and they said I cant and they cant cancel the transaction. The amount i sent is {$160.00}
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| 07/12/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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I signed up with the company to send some money internationally. I provided my personal information including my driver 's license and credit card information. Once they had my information they refused to open an account/ Refused to give me any information as to why. They still have my personal information and I want it deleted from their records.
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| 08/17/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
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Web |
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Hello Sir, I made a {$1700.00} transaction ( using Taptap Send App ) today XXXX XXXX at XXXXXXXX XXXX and its still pending. I would like my transaction be successful or my fund remitted back to my USD account ASAP.
Transaction id XXXX Thank you
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| 12/21/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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| 12/16/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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| 12/14/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Money was not available when promised
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Web |
Servicemember |
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| 12/04/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
Older American |
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| 11/16/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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| 09/26/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Phone |
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| 07/08/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Confusing or missing disclosures
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Web |
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| 04/13/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
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Phone |
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| 03/23/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Phone |
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| 02/17/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Foreign currency exchange
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Web |
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| 07/06/2022 |
No |
- Money transfer, virtual currency, or money service
- International money transfer
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- Money was not available when promised
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Phone |
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