Cancelations and error resolutions
ERROR RESOLUTION POLICY
A customer of money remittance products and services is entitled to the following error resolutions and/or cancellations.
A) Our customers are entitled to cancel any transactions within 30 minutes of that transaction being initiated unless the transaction has already been paid to the beneficiary and/or deposited in the beneficiary’s bank account.
B) Canceled Transactions will be refunded to the customer within three business days. The customer will be able to receive the canceled funds at the sending agent location or in their bank account, debit/credit card depending on the methods used. The cancellation will proceed as long as the transaction hasn’t been picked up by the beneficiary and/or deposited in the beneficiary’s bank account.
The customer may contact Customer Service at 240-614-0628 or via email at firstname.lastname@example.org. In addition, a customer may write to VTNGLOBAL, INC. 8101 SANDY SPRING ROAD, SUITE 100B, LAUREL, MD 20707.
For error or complaints: The customer may have to provide information specific to the transaction in question such as a copy of the receipt, invoice number, confirmation number or any other information or documentation as needed. VTNGLOBAL or its payer partners may have up to forty-five (45) days to investigate, respond and resolve the complaint or error.
ERROR RESOLUTION DISCLOSURE
What to do if you think there has been an error or problem:
If you think there has been an error or problem with your remittance transfer:
Call us at 240-614-0628; or
Write to us at Customer Service VTNGLOBAL, INC. 8101 SANDY SPRING ROAD, SUITE 100B, LAUREL, MD 20707.; or
E-mail us at email@example.com.
You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient. When you do, please tell us:
(1) Your name and address plus your telephone number (if applicable);
(2) The error or problem with the transfer, and why you believe it is an error or problem;
(3) The name of the person receiving the funds, and if you know it, his or her telephone number or address;
(4) The dollar amount of the transfer; and
(5) The confirmation code or the number of the transaction.
We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation.
What to do if you want to cancel a remittance transfer:
You have the right to cancel a remittance transfer and obtain a refund of all funds paid to us, including any fees. To cancel, you must contact us via email at firstname.lastname@example.org within 30 minutes of payment for the transfer. This email will serve as evidence of approved cancellation request by you.
When you contact us, you must provide us with information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient’s account.
If the transaction has been processed before we receive your cancelation request, you will have to contact the recipient to arrange a refund.