Redress and Complaints Procedure
- 1. Where an official complaint in relation to the Transaction Service is received by Us, We will record the nature of the complaint and issue an acknowledgement email to you within 5 Business Days of receiving Your complaint. The acknowledgement will provide You with the contact name who is responsible for dealing with Your complaint. The official complaint must be made by email (you may also write, although this will slow down the process), and confirm that you wish to enter this process. Please email your complaint to compliance@transfermate.com.
- 2. We will investigate your complaint as swiftly as possible and where applicable, You will receive a regular written update on the progress of the investigation.
- 3. We will try to resolve Your complaint within 90 Business Days of having received the complaint. If Your complaint cannot be resolved within 90 Business Days, We will write to You notifying You of the anticipated timeframe for the conclusion of the investigation.
- 4. If at any time You are unsatisfied with the handling of Your complaint or We cannot resolve the complaint within the 40 Business Days timeframe, You will be notified of Your right to refer the matter to the Consumer Financial Protection Bureau https://www.consumerfinance.gov/ with an address to Mail a complaint Consumer Financial Protection Bureau, PO Box 2900, Clinton, IA 52733-2900 (telephone (855) 411-2372 TTY/TDD: (855) 729-2372 8 a.m. to 8 p.m. ET, Monday through Friday.
- 5. You may also contact the State Regulator. Details of each State Regulator are provided in the table below:
Alabama
Alabama Securities Commission 401 Adams Ave Suite 280
Montgomery, AL 36104
1-800-222-1253
www.asc.alabama.gov
Alabama Securities Commission 401 Adams Ave Suite 280
Montgomery, AL 36104
1-800-222-1253
www.asc.alabama.gov
Alaska
If your issue is unresolved by Transfermate, Inc. at 866-539-7793, please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Formal complaints must be in writing, please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf
Formal complaint forms may be submitted via:
1. Fax: 907-465-1230
2. Email: msb_licensing@alaska.gov
3. Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807
If you have questions regarding formal complaints, please call 907-465-2521
If your issue is unresolved by Transfermate, Inc. at 866-539-7793, please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Formal complaints must be in writing, please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf
Formal complaint forms may be submitted via:
1. Fax: 907-465-1230
2. Email: msb_licensing@alaska.gov
3. Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807
If you have questions regarding formal complaints, please call 907-465-2521
Arizona
Department of Financial Institutions
100 N 15th Ave Suite 261
Phoenix, AZ 85007
Phone: 602-771-2800
Fax: 602-381-1225
https://dfi.az.gov/
Department of Financial Institutions
100 N 15th Ave Suite 261
Phoenix, AZ 85007
Phone: 602-771-2800
Fax: 602-381-1225
https://dfi.az.gov/
Arkansas
Arkansas Securities Department
201 E Markham
Heritage West Bldg Ste 300
Little Rock AR 72201-1692
800-981-4429
www.securities.arkansas.gov
Arkansas Securities Department
201 E Markham
Heritage West Bldg Ste 300
Little Rock AR 72201-1692
800-981-4429
www.securities.arkansas.gov
California
California Department of Business Oversight 1515 K Street, Suite 200
Sacramento, California 95814-4052
866-275-2677
www.dbo.ca.gov
California Department of Business Oversight 1515 K Street, Suite 200
Sacramento, California 95814-4052
866-275-2677
www.dbo.ca.gov
Colorado
Colorado Division of Banking 1560 Broadway, Suite 975
Denver, CO 80202
Phone: 303-894-7575
Fax: 303-894-7570
www.colorado.gov
Colorado Division of Banking 1560 Broadway, Suite 975
Denver, CO 80202
Phone: 303-894-7575
Fax: 303-894-7570
www.colorado.gov
Connecticut
Connecticut Department of Banking 260 Constitution Plaza
Hartford CT 06103-1800
800-831-7225
www.ct.gov/dob
Connecticut Department of Banking 260 Constitution Plaza
Hartford CT 06103-1800
800-831-7225
www.ct.gov/dob
Delaware
Delaware Office of the State Bank Commissioner 555 E Loockerman St
Ste 210
Dover DE 19901
302 739-4235
Banking.delaware.gov
Delaware Office of the State Bank Commissioner 555 E Loockerman St
Ste 210
Dover DE 19901
302 739-4235
Banking.delaware.gov
District of Columbia
Department of Insurance, Securities and Banking 801 1st St NE #701
Washington DC 20002
202 727-8000
disb.dc.gov
Department of Insurance, Securities and Banking 801 1st St NE #701
Washington DC 20002
202 727-8000
disb.dc.gov
Florida
Florida - Office of Financial Regulation
Division of Consumer Finance
200 East Gaines St
Tallahassee, Florida 32399
www.flofr.com
850.487.9687
Florida - Office of Financial Regulation
Division of Consumer Finance
200 East Gaines St
Tallahassee, Florida 32399
www.flofr.com
850.487.9687
Georgia
Georgia Department of Banking and Finance
2990 Brandywine Road
Suite 200
Atlanta, Georgia 30341-5565
888-986-1633
dbf.georgia.gov
Georgia Department of Banking and Finance
2990 Brandywine Road
Suite 200
Atlanta, Georgia 30341-5565
888-986-1633
dbf.georgia.gov
Hawaii
Hawaii Division of Financial Institutions
Department of Commerce and Consumer Affairs
King Kalakaua Building
335 Merchant Street, Rm. 221
Honolulu, HI 96813
Phone: (808) 586-2820
FAX: (808) 586-2818 / dfi@dcca.hawaii.gov
Hawaii Division of Financial Institutions
Department of Commerce and Consumer Affairs
King Kalakaua Building
335 Merchant Street, Rm. 221
Honolulu, HI 96813
Phone: (808) 586-2820
FAX: (808) 586-2818 / dfi@dcca.hawaii.gov
Idaho
Idaho Department of Finance
800 Park Blvd., Suite 200
Boise, ID 83712
P.O. Box 83720
Boise, ID 83720-0031
208-332-8000
Toll-Free (Within Idaho Only): 1-888-346-3378
E-Mail: finance@finance.idaho.gov
finance.idaho.gov
Idaho Department of Finance
800 Park Blvd., Suite 200
Boise, ID 83712
P.O. Box 83720
Boise, ID 83720-0031
208-332-8000
Toll-Free (Within Idaho Only): 1-888-346-3378
E-Mail: finance@finance.idaho.gov
finance.idaho.gov
Illinois
Illinois Dept of Financial and Professional Regulation,
Division of Financial Institutions
100 West Randolph, 9th Floor
Chicago, IL 60601
1-888-473-4858
www.idfpr.com
Illinois Dept of Financial and Professional Regulation,
Division of Financial Institutions
100 West Randolph, 9th Floor
Chicago, IL 60601
1-888-473-4858
www.idfpr.com
Indiana
Indiana Department of Financial Institutions
30 South Meridian Street, Suite 300
Indianapolis, Indiana 46204
Tel: 800-382-4880 or 317-232-3955.
Fax: 317-232-7655
dficomplaints@dfi.in.gov
Indiana Department of Financial Institutions
30 South Meridian Street, Suite 300
Indianapolis, Indiana 46204
Tel: 800-382-4880 or 317-232-3955.
Fax: 317-232-7655
dficomplaints@dfi.in.gov
Iowa
Iowa Division of Banking
200 East Grand Ave Ste 300
Des Moines IA 50309-1827
Phone: (515) 281-4014
E-Mail: IDOBcomplaints@idob.state.ia.us
www.idob.state.ia.us
Iowa Division of Banking
200 East Grand Ave Ste 300
Des Moines IA 50309-1827
Phone: (515) 281-4014
E-Mail: IDOBcomplaints@idob.state.ia.us
www.idob.state.ia.us
Kansas
Kansas Office of the State
Bank Commissioner
Attn: Complaints
700 SW Jackson, Suite 300
Topeka, Ks. 66603
785 296-2266
E-mail: complaints@osbckansas.org
www.osbckansas.org/mt/laws.html
Kansas Office of the State
Bank Commissioner
Attn: Complaints
700 SW Jackson, Suite 300
Topeka, Ks. 66603
785 296-2266
E-mail: complaints@osbckansas.org
www.osbckansas.org/mt/laws.html
Kentucky
Kentucky Department of Financial Institutions
1025 Capital Center Dr, Ste 200
Frankfort KY 40601
800-223-2579
E-mail: kfi@ky.gov
www.kfi.ky.gov
Kentucky Department of Financial Institutions
1025 Capital Center Dr, Ste 200
Frankfort KY 40601
800-223-2579
E-mail: kfi@ky.gov
www.kfi.ky.gov
Louisiana
Louisiana Office of Financial Institutions
8660 United Plaza Blvd 2nd Fl
Baton Rouge LA 70809
225-925-4660
E-mail: complaints@ofi.la.gov
www.ofi.state.la.us
Louisiana Office of Financial Institutions
8660 United Plaza Blvd 2nd Fl
Baton Rouge LA 70809
225-925-4660
E-mail: complaints@ofi.la.gov
www.ofi.state.la.us
Maine
Maine Department of Professional and Financial Regulation,
Office of Consumer Credit Regulation
State House Station #35
Augusta ME 04333
800-332-8529
www.maine.gov/pfr/consumercredit/index.shtml
Maine Department of Professional and Financial Regulation,
Office of Consumer Credit Regulation
State House Station #35
Augusta ME 04333
800-332-8529
www.maine.gov/pfr/consumercredit/index.shtml
Maryland
500 North Calvert Street, Suite 402
Baltimore, Maryland 21202
Tel: 410-230-6100 or 888-784-0136
Fax: 410-333-3866 or 410-333-0475
DLFRFinReg-DLLR@maryland.gov
https://www.dllr.state.md.us/finance/
500 North Calvert Street, Suite 402
Baltimore, Maryland 21202
Tel: 410-230-6100 or 888-784-0136
Fax: 410-333-3866 or 410-333-0475
DLFRFinReg-DLLR@maryland.gov
https://www.dllr.state.md.us/finance/
Massachusetts
Massachusetts Division of Banks
1000 Washington St Fl 10
Boston MA 02118-2218
888-283-3757
http://www.mass.gov/ocabr/
Massachusetts Division of Banks
1000 Washington St Fl 10
Boston MA 02118-2218
888-283-3757
http://www.mass.gov/ocabr/
Michigan
Michigan Dept of Insurance and Financial Services
PO Box 30220
Lansing MI 48909-7720
877-999-6442
www.michigan.gov/difs
Michigan Dept of Insurance and Financial Services
PO Box 30220
Lansing MI 48909-7720
877-999-6442
www.michigan.gov/difs
Minnesota
Minnesota Department of Commerce
85 7th Place East, Suite 500
St. Paul, MN 55101
800-657-3602
mn.gov/commerce/industries/financial-institutions/money-transmission/
Minnesota Department of Commerce
85 7th Place East, Suite 500
St. Paul, MN 55101
800-657-3602
mn.gov/commerce/industries/financial-institutions/money-transmission/
Mississippi
Mississippi Department of Banking and Consumer Finance
PO Box 23729
Jackson MS 39225
800-844-2499
www.dbcf.state.ms.us
Mississippi Department of Banking and Consumer Finance
PO Box 23729
Jackson MS 39225
800-844-2499
www.dbcf.state.ms.us
Missouri
Missouri Division of Finance
P. O. Box 716
Jefferson City, MO 65102-0716
573-751-3242
finance.mo.gov
Missouri Division of Finance
P. O. Box 716
Jefferson City, MO 65102-0716
573-751-3242
finance.mo.gov
Montana
Division of Banking & Financial Institutions
301 South Park, Suite 316, Helena, MT 59601
PO Box 200546, Helena, MT 59620-0546
Phone: (406) 841-2920
Fax: (406) 841-2930 TTY: (406) 841-2974
https://banking.mt.gov/
Division of Banking & Financial Institutions
301 South Park, Suite 316, Helena, MT 59601
PO Box 200546, Helena, MT 59620-0546
Phone: (406) 841-2920
Fax: (406) 841-2930 TTY: (406) 841-2974
https://banking.mt.gov/
Nebraska
Nebraska Department of Banking & Finance
P.O. Box 950006
Lincoln, NE 68509
877-471-3445
ndbf.nebraska.gov/industries/money-transmitters
Nebraska Department of Banking & Finance
P.O. Box 950006
Lincoln, NE 68509
877-471-3445
ndbf.nebraska.gov/industries/money-transmitters
New Hampshire
New Hampshire Banking Department
53 Regional Drive Suite 200
Concord NH 03301
www.nh.gov/banking
800-437-5991
New Hampshire Banking Department
53 Regional Drive Suite 200
Concord NH 03301
www.nh.gov/banking
800-437-5991
New Jersey
New Jersey Dept of Banking & Insurance
Office of Consumer Finance, Division of Banking
20 West State St. - 7th Floor
PO Box 040
Trenton NJ 08625-0040
800-446-7467
www.state.nj.us/dobi
New Jersey Dept of Banking & Insurance
Office of Consumer Finance, Division of Banking
20 West State St. - 7th Floor
PO Box 040
Trenton NJ 08625-0040
800-446-7467
www.state.nj.us/dobi
New Mexico
New Mexico Regulation & Licensing Department
Financial Institutions Division
PO Box 25101
Santa Fe, New Mexico 87504
Tel: (505) 476-4885
Fax: (505) 476-4670
http://www.rld.state.nm.us/financialinstitutions/
New Mexico Regulation & Licensing Department
Financial Institutions Division
PO Box 25101
Santa Fe, New Mexico 87504
Tel: (505) 476-4885
Fax: (505) 476-4670
http://www.rld.state.nm.us/financialinstitutions/
New York
New York State Department of Financial Services
1 State Street
New York, NY 10004-1511
(800) 342-3736
https://www.dfs.ny.gov/
New York State Department of Financial Services
1 State Street
New York, NY 10004-1511
(800) 342-3736
https://www.dfs.ny.gov/
North Carolina
North Carolina Commissioner of Banks
4309 Mail Service Center,
Raleigh, NC 27699-4309
888-384-3811
www.nccob.gov
North Carolina Commissioner of Banks
4309 Mail Service Center,
Raleigh, NC 27699-4309
888-384-3811
www.nccob.gov
North Dakota
North Dakota Department of Financial Institutions
2000 Schafer Street, Suite G
Bismarck, ND 58501-1204
www.nd.gov/dfi
701-328-9933
North Dakota Department of Financial Institutions
2000 Schafer Street, Suite G
Bismarck, ND 58501-1204
www.nd.gov/dfi
701-328-9933
Ohio
Ohio Department Of Commerce
Division Of Financial Institutions
77 South High Street
21st Floor
Columbus, OH 43215-6120
Phone 614-728-8400
Fax 614-728-0380
E-mail: Web.dfi@com.ohio.gov
http://www.com.ohio.gov/fiin/
Ohio Department Of Commerce
Division Of Financial Institutions
77 South High Street
21st Floor
Columbus, OH 43215-6120
Phone 614-728-8400
Fax 614-728-0380
E-mail: Web.dfi@com.ohio.gov
http://www.com.ohio.gov/fiin/
Oklahoma
Oklahoma Banking Department
200 North Lincoln Boulevard
Oklahoma City, OK 73105
405-521-2782
www.ok.gov/banking
Oklahoma Banking Department
200 North Lincoln Boulevard
Oklahoma City, OK 73105
405-521-2782
www.ok.gov/banking
Oregon
Oregon Department of Consumer & Business Services
Division of Finance and Corporate Securities
PO Box 14480
Salem, OR 97309-0405
866-814-9710
dfr.oregon.gov/business/financial-industry/Pages/money-trans.aspx
Oregon Department of Consumer & Business Services
Division of Finance and Corporate Securities
PO Box 14480
Salem, OR 97309-0405
866-814-9710
dfr.oregon.gov/business/financial-industry/Pages/money-trans.aspx
Pennsylvania
Pennsylvania Department of Banking
17 North Second St 13th Fl
Harrisburg PA 17101
800-722-2657
www.banking.state.pa.us
Pennsylvania Department of Banking
17 North Second St 13th Fl
Harrisburg PA 17101
800-722-2657
www.banking.state.pa.us
Puerto Rico
Oficina del Comisionado de Instituciones Financieras
Postal Address:
PO Box 11855, Fernández Juncos Station
San Juan, PR 00910-3855
Physical address:
Building Centro Europa,
Ave. Ponce de León 1492,
6th floor
Santurce
Phone: (787) 723-3131
http://www.ocif.pr.gov/
Oficina del Comisionado de Instituciones Financieras
Postal Address:
PO Box 11855, Fernández Juncos Station
San Juan, PR 00910-3855
Physical address:
Building Centro Europa,
Ave. Ponce de León 1492,
6th floor
Santurce
Phone: (787) 723-3131
http://www.ocif.pr.gov/
Rhode Island
Rhode Island Department of Business Regulation
Division of Banking
1511 Pontiac Avenue Cranston, RI 02920
401-462-9500
www.dbr.state.ri.us
Rhode Island Department of Business Regulation
Division of Banking
1511 Pontiac Avenue Cranston, RI 02920
401-462-9500
www.dbr.state.ri.us
South Carolina
The South Carolina Office
Of the Attorney General
Money Services Division
Rembert C. Dennis Bldg.
1000 Assembley Street
Columbia, SC 29201
(803) 734-1221
msb@scag.gov
The South Carolina Office
Of the Attorney General
Money Services Division
Rembert C. Dennis Bldg.
1000 Assembley Street
Columbia, SC 29201
(803) 734-1221
msb@scag.gov
South Dakota
South Dakota Department of Labor and Regulation
Division of Banking
1601 N. Harrison Avenue, Suite 1
Pierre, SD 57501
605.773.3421
dlr.sd.gov/banking
South Dakota Department of Labor and Regulation
Division of Banking
1601 N. Harrison Avenue, Suite 1
Pierre, SD 57501
605.773.3421
dlr.sd.gov/banking
Tennessee
Tennessee Department of Financial Institutions
400 Deaderick St, 6th Floor
Nashville, TN 37243
615-741-2236
E-mail: tdfi.contact@tn.gov
www.tennessee.gov/tdfi/
Tennessee Department of Financial Institutions
400 Deaderick St, 6th Floor
Nashville, TN 37243
615-741-2236
E-mail: tdfi.contact@tn.gov
www.tennessee.gov/tdfi/
Texas
If you have a complaint, first contact Transfermate, Inc., at 866-539-7793. However, if you still have an unresolved complaint involving a Texas money transmission, please direct your complaint to: Texas Department of Banking and Finance, 2601 North Lamar Blvd, Austin TX, 78705, phone number: 877-276-5554, or visit TX Department of Banking's website: www.dob.texas.gov
If you have a complaint, first contact Transfermate, Inc., at 866-539-7793. However, if you still have an unresolved complaint involving a Texas money transmission, please direct your complaint to: Texas Department of Banking and Finance, 2601 North Lamar Blvd, Austin TX, 78705, phone number: 877-276-5554, or visit TX Department of Banking's website: www.dob.texas.gov
Utah
Utah Financial Institutions
P.O. Box 146800
Salt Lake City, Utah 84114-6800
Phone: (801)538-8830
E-mail: dfi@utah.gov
www.dfi.utah.gov
Utah Financial Institutions
P.O. Box 146800
Salt Lake City, Utah 84114-6800
Phone: (801)538-8830
E-mail: dfi@utah.gov
www.dfi.utah.gov
Vermont
State of Vermont
Department of Financial Regulation
89 Main Street, Montpelier, VT 05620-3101
802-828-3301
www.dfr.vermont.gov
State of Vermont
Department of Financial Regulation
89 Main Street, Montpelier, VT 05620-3101
802-828-3301
www.dfr.vermont.gov
Virginia
Virginia State Corporation Commission
Bureau of Financial Institutions
P.O. Box 1197
Richmond, VA 23218
800-552-7945
https://www.scc.virginia.gov/bfi/
Virginia State Corporation Commission
Bureau of Financial Institutions
P.O. Box 1197
Richmond, VA 23218
800-552-7945
https://www.scc.virginia.gov/bfi/
Washington
Washington Department of Financial Institutions
Division of Consumer Services
P.O. Box 41200 Olympia, WA 98504-1200
1-877-746-4334
www.dfi.wa.gov/cs/
Washington Department of Financial Institutions
Division of Consumer Services
P.O. Box 41200 Olympia, WA 98504-1200
1-877-746-4334
www.dfi.wa.gov/cs/
West Virginia
West Virginia Division of Financial Institutions
900 Pennsylvania Avenue
Suite 306
Charleston, WV 25302
304-558-2294
www.dfi.wv.gov/consumers/Pages/default.aspx
West Virginia Division of Financial Institutions
900 Pennsylvania Avenue
Suite 306
Charleston, WV 25302
304-558-2294
www.dfi.wv.gov/consumers/Pages/default.aspx
Wisconsin
Department of Financial Institutions
4822 Madison Yards Way, North Tower
Madison, WI 53705
(608) 261-7578
www.wdfi.org
Department of Financial Institutions
4822 Madison Yards Way, North Tower
Madison, WI 53705
(608) 261-7578
www.wdfi.org