Paid the money on 7th June in full as usual, got an email to say the payment has been paid to the recipient on 10th June. A week later, the recipient contacted me as he has not received the payment, we then contacted HIFX 18th June about this to get it investigated and resolved and I keep getting false claims and rubbish excuses.
Initially, they said they sent a trace and provided me with some details of the transaction to contact the beneficiary bank - they asked me to contact the beneficiary bank rather than contacting the bank directly themselves to resolve their service failure. Anyhow, we contacted the bank and were told there was no transaction with the details provided.
We went back to HIFX and they said they are still waiting for a response to their trace but until today 27th June still no response apparently! We contacted the beneficiary bank many times and they confirmed that there was no any transactions with details provided nor any trace received from them (i.e. Barclays bank who HIFX uses to transfer money) .
So, one time they said to me check the bank in South Africa, the other day they asked me to check the bank in India (Note the payment is supposed to go to Saudi Arabia!) then they started given me different payments figures saying one of the banks charged fees on your transaction and it should be less than the amount transferred and even then she provided me with the wrong figures anyhow on two different emails.
Now, the customer service manager went on holiday and passed the issue on to another staff member to deal with who did not even bother checking on the email I send more than 24 hours ago to chase up the payment again with his bank and only started checking my account for an update when I called even though they asked me to wait until they get a response – I found this service very disgusting to say the least, it is a total failure, they refuse to resolve the issue nor refund my payment - keeps sending me excuses and false claims of responses that do not make any sense - they have already got their response for the trace, they claimed, 3 weeks now and the payment is nowhere to be found and they still refusing to refund the payment nore provide any kind of solution!
I have passed this as a formal complaint to the financial ombudsman service and I will be seeking compensation for all the stress and issues caused due to this.
Waiting for orders for almost a week now - after trying every possible way of contacting them, we were told earlier today that all our parcels were scanned "On Holiday" by the local depot refusing to deliver to business addresses as they pre-assumed that we are on holiday - how and why you would just set my address as "On Holiday" - no explanation given and very disrespectful customer service who has no manners nor any sense or urgency whatsoever to deal with this issue and ended the conversation without providing any solution apart from that I should wait for another couple of days as they will be delivering in the new year!
Stupid and ridiculous and looking at other people's reviews and comments I can not understand why such a company still even exist!!!
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