MyFX is dedicated to delivering a secure, transparent, and dependable international money transfer experience. We understand that issues may occasionally arise, and we value the opportunity to address user concerns in a fair, respectful, and timely manner. This section explains how complaints and disputes are handled through our platform.
Submitting a Complaint
Users who experience dissatisfaction with any aspect of the MyFX service may submit a complaint for review. Complaints may relate to transaction delays, account issues, fees, or general service concerns and should be raised as soon as possible after the issue is identified.
- Delays in transfer processing or payout
- Errors in transaction amounts or recipient details
- Difficulties with account access or verification
- Concerns related to charges or fees
Information Required
Providing accurate and complete information helps us investigate and resolve complaints efficiently. When submitting a complaint, users are encouraged to include relevant transaction details and a clear explanation of the issue encountered.
- Registered email address associated with your MyFX account
- Transaction reference number, where applicable
- A detailed description of the issue or concern
- Supporting documents or screenshots, if available
Complaint Review Process
Once a complaint is received, MyFX will acknowledge the submission and begin an internal review. This process may involve coordination with internal teams or external partners to fully understand the matter and identify an appropriate resolution.
Throughout the review process, users may be contacted for additional information or clarification. We aim to keep users informed of progress and outcomes in a clear and transparent manner.
Dispute Resolution
If a disagreement arises regarding the outcome of a transaction or the handling of a complaint, MyFX will attempt to resolve the dispute through open communication and further internal assessment. Our goal is to reach a reasonable resolution without unnecessary delays.
Escalation Process
Users who are not satisfied with the initial response may request that their complaint or dispute be escalated for additional review. Escalated matters are reviewed by senior personnel to ensure fairness and consistency in decision-making.
Involvement of Third Parties
Certain complaints or disputes may require cooperation with banks, payment processors, or payout partners involved in the transaction. Resolution timelines may vary depending on the responsiveness and procedures of these third parties.
Resolution Timeframes
While MyFX strives to resolve complaints as quickly as possible, the time required may depend on the nature and complexity of the issue. Users will be kept informed of any significant delays or additional steps required during the review process.
User Responsibilities
Users are expected to cooperate throughout the complaint and dispute resolution process by providing accurate information and responding to follow-up requests in a timely manner. Misuse of the complaint process may result in delays or limitations on support.
Contact and Support
If you have a complaint or wish to raise a dispute, we encourage you to contact MyFX support directly. Early communication helps us identify issues more effectively and improve the quality of our services for all users.