customer
Awful customer service
Purchasing foreign currency online requiered more steps after the order was placed online. I’ve used different services in the past that didn’t require addition steps. And the extra steps required downloading their software of preference for secure emails. The customer service was rude, condescending and dismissive. In addition the emails I received had many spelling and grammar errors. Which doesn’t inspire confidence in the company handling your money. If you don’t care enough to write a professional email why would I think you would care about the details of my transaction? After I requested the order by cancelled I received a confirmation email that “because my information couldn’t be verified, my request had been denied” not that I cancelled the transaction because it is much easier to get my cash from an atm or a different service. It seemed both childish and spiteful. I travel internationally at least once a month and I will never even consider using this service again.
Response from AFEXApr 25, 2019
We apologize for the additional steps to having your order processed. We take identity theft very seriously and for that reason, we have certain tears of security in place to ensure our clients do not fall victims of it. To be compliant with certain FinCen requirements, we may ask that a form be completed, but we would not ask you to download any software for it. The form comes in standard .pdf format which is available in almost any new or old systems. We take great pride in rendering the best customer service possible, but we are human and on occasions we have mishandled a situation or two. With that in mind, please accept our apologies for any wrongdoing in making you feel anything but appreciated. We value your opinion and will do all we can to rectify our behaviour. Our clients are our most valued asset and we do all we can for them. While we understand your frustration at the time, we hope to hear from you in the future.