RESPONSE TO TRANSPACT:I do appreciate the apology and acknowledgement of Transpact's failure in this case. That being said, regarding your statement claiming that my review statements were "incorrect and defamatory", I'm sorry but I fully disagree and am happy to provide additional context for my statements. RE: Customer support runaround1. You claim in your reply that you all kept me "informed repeatedly", however that is inaccurate as I was the one constantly reaching out to Colin for status updates, and when I didn't, I would hear nothing back. There was no proactive followup with me from Transpact's end. 2. Maybe it was a lack of attention to the details from Colin to my answers, but he would re-ask the same questions over and over to me (e.g. did I provide the correct payment information, stating anti-fraud hold or an anti-money laundering hold as the potential issue even though I mentioned that I had already talked to my bank and they confirmed it was not the case from their end)3. There just was a general lack of transparency - You all could have included me on CC directly on the communications with your bank as I had requested, rather than the shell game back and forth communication where we lose a day each way due to timezones.Looking at the facts, it sure seems like a runaround:1. The initial transfer was supposed to have completed on 1/25/2021, but didn't complete until 2/5/2021 and only after much follow-up from my end. 2. Throughout all of that, Colin kept asking the same questions despite my explicit answers, and seemed to just be doing finger pointing at me despite the issue being on your / HSBC's end, and denying my requests to just hop on a call or joint email together with the bank.3. The issue of the extra fee mistakenly taken out from my payment was raised on 2/5/2021, and has yet to be resolved despite multiple follow-ups from my side and same frustrating behavior of asking the same questions again and just saying the same excuse that this has never happened before.4. According to you all, it was supposed to be resolved in a "few days" on 3/2/2021, yet that didn't happen and there were no follow-ups from your end.5. Ultimately, it's resorted to me having to follow up numerous times again with Colin since the issue seemed to have been forgotten and there were no updates without my proactive reach out. 6. Finally got the reimbursement for the missing $25 on 5/13/21 (~4 months late). No accounting for my wasted time and effort, or accrued interest during that time.RE: "they will take it extra fees that are not disclosed clearly" - Let me clarify that statement:1. It was confusing to have an option in the contract for designating who was paying the fees, when in fact that person wasn't actually paying ALL of the additional fees (e.g. large payment fees which were technically disclosed on the Additional Charges subpage, but not clear in Fee Calculator price that they would be deducted from the payee side regardless of whether you set the payer to pay all fees).2. The additional fees were not explicitly listed on the contract summary page.3. For the verification payment that is initially required (even for the receiver), revise your email to state that it's non-refundable. The automated email states "Some banks will not allow payments below $1.00. If this is true in your case, please instead pay us $1.01, and we will repay the excess to you after receipt." That is false as I never got repayment.RE: "Don't trust them" - None of the above reflects a trustworthy or high quality service company in my mind. A trustworthy company that puts the customer first would:1. Try to make some effort to make things right from their side other than just blaming it on HSBC and no additional compensation for the wasted time and effort on my behalf as well. In theory, there even should even have been accrued interest for the held / delayed funds which I doubt I'll see any of.2. Promptly taking responsibility and resolving the issue initially without subjecting the customer to the run around (e.g. transfer via other route as my SWIFT transfer to you all for the initial verification conveniently went through without any issues)3. Be transparent - For instance, for the payment email and webpage, it'd be good to show the actual real-time status or at least explicitly mention that it may take a couple days to show up rather than making it seem like the payment transfer was truly completed.Unfortunately, this whole experience has been utterly frustrating, disappointing, and unprofessional. ----------ORIGINAL REVIEW: Such an awful experience. Don't trust them, they will take it extra fees that are not disclosed clearly and still get it wrong! Customer support just gives you the ring around after.
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