I’ve been a customer of this app for the last 9 years, always sending money back home to my family in Colombia. It has always been very good except for the last 3 weeks. I sent a small amount of money to my Dad. He went to pick it up as usual after getting confirmation that it was ready. After visiting 3 different bank branches, he was turned away because the money wasn’t available. I contacted the app multiple times and all the agents gave the same answer, affirming that the money was available, which it wasn’t. Agent after agent, none of them provided any solution. After 2 weeks, the money still hasn’t been collected, and I haven’t been able to get my money back. Their excuse is that they are going to check with their “partner,” but after every conversation with the agents, there is no solution for me. They said a manager would call me back, but that hasn’t happened either. They just repeated the same silly script over and over, they had not empathy for the customer. In short, this has been an absolute nightmare. I can’t believe how they are playing with someone else’s money and circumstances. My amount is small, but it’s not about that. It’s the fact that they can’t take responsibility for their mistakes and can’t provide quick solutions and compensation for their errors. I’m furious and will make sure to never use this app again. I still don’t have my money back, no solution or any tangible compensation, what an absolute nightmare this has been!!