I have a question or complaint about a seller-issuer of payment instruments or a money transmitter...
The Georgia Department of Banking and Finance is responsible for supervising those who are licensed (or who should be licensed) to sell-issue payment instruments or transmit money from locations in Georgia.
As provided for in Georgia law, the following entities are not required to obtain a license to sell-issue payment instruments or transmit money:
- Any state or federally chartered bank, trust company, credit union, savings and loan association, or savings bank with deposits that are federally insured;
- Any authorized agent of a licensee;
- The United States Postal Service;
- A state or federal governmental department, agency, authority, or instrumentality and its authorized agents;
- Any foreign bank that establishes a federal branch pursuant to the International Bank Act, 12 U.S.C. Section 3102; or
- An individual employed by a licensee or any person exempted from the licensing requirements of this article when acting within the scope of employment and under the supervision of the licensee or exempted person as an employee and not as an independent contractor.
If you are uncertain as to whether or not a seller-issuer of payment instruments or money transmitter is licensed with our Department, search our database for licensed sellers-issuers of payment instruments and money transmitters regulated by our agency. This database includes listings for check cashers, sellers-issuers of payment instruments and money transmitters.
If you have a complaint about a seller-issuer of payment instruments or money transmitter doing business in Georgia, the Department suggests that you send a written complaint directly to the company by certified mail. Contact information for licensees can be found from the search page referenced above. The Department's expectation is that all Georgia licensed sellers-issuers of payment instruments and money transmitters will make good faith attempts to resolve all issues or complaints directly with consumers within a reasonable period of time.
While complaint processing times may vary, on average you should receive a written response from the licensee within 30 days of receipt of your complaint. If after the 30 days you have received no response from the company, please contact the Department at (770) 986-1633. Be prepared to provide documentation that the licensee received your complaint (e.g., certified mail receipt).
If you are unable to resolve the issue with a money transmitter, you should file a complaint with the Consumer Financial Protection Bureau (CFPB).
Consumer Financial Protection Bureau (CFPB)
The CFPB is a federal agency established by Congress to protect consumers by carrying out Federal consumer financial laws. Go to the following page on the CFPB's website to learn more: http://www.consumerfinance.gov/blog/now-accepting-money-transfer-complaints/
Although the CFPB previously was accepting some complaints about money transfers under the "bank account" topic in its complaint system, it now has a complaint portal dedicated to money transfer complaints. The system categorizes complaints as relating to: (i) money was not available when promised; (ii) wrong amount charged or received (transfer amounts, fees, exchange rates, taxes, etc.); (iii) incorrect/missing disclosures or information; (iv) other transaction issues (unauthorized transaction, cancellation, refund, etc.); (v) other service issues (advertising or marketing, pricing, privacy, etc.); or (vi) fraud or scam.