Call us: 0800 347 257

Refund delayed

In August 2013 Kevin sent $309.89 overseas to his family. For some reason the funds were not delivered and continued to be held by the money transfer service. In early October 2022 Kevin received a letter from the money transfer service saying he had until 31 October 2022 to collect the money, or it would be paid to the Inland Revenue Department (IRD).

Kevin emailed and telephoned the money transfer service a number of times, but no one knew anything about his money.

In early November 2022 Kevin received another letter from the money transfer service saying they had paid his $309.89 to IRD and he would have to contact IRD to get it back. Kevin contacted IRD but they didn’t know anything about his money either.

Kevin complained to FSCL. We referred Kevin’s complaint to the money transfer service’s internal complaints process, but when there was no response, we began our investigation.


We contacted the money transfer service again and suggested they pay Kevin the $309.89.


The money transfer service agreed, and the complaint was resolved.

Insights for consumers

We know it can be frustrating when the organisation you have complained to does not respond. However, we are here to help. Sometimes it is just a matter of getting your complaint to the right person and the problem can be quickly and easily sorted out.