Customer complaints

At AFEX, we do everything we can to ensure that our customers and clients are provided with the highest quality of services. However, we also recognize that this may not always be the case. When these issues arise, we always encourage you to let us know so that we can address it accordingly.

If you are not satisfied with any aspect of our services, you can tell us about your concerns or make a complaint by contacting us at the following address:

Associated Foreign Exchange, Inc.

Compliance Department

21045 Califa Street

Woodland Hills, CA 91367

You may also send us an email to: complaints.us@afex.com.

Our aim is to resolve your complaint as soon as possible. If the final decision made to your particular complaint is not satisfactory, you may refer your complaint to the below applicable State Regulatory Agency. Details of our internal complaints handling procedures are available on request.

  • Alabama
    Alabama Securities Commission
    401 Adams Avenue, Suite 280
    Montgomery, AL 36104
    Website: www.bank.state.al.us
    Telephone Number: (800) 392-5658
  • Arizona
    Arizona Office of Financial Institutions
    2910 North 44th St., Suite 310
    Phoenix, AZ 85018
    Website: www.azdfi.gov
    Telephone Number: (800) 352-8431
  • California
    If you have any complaints with respect to any aspect of the money transmission activities conducted through AFEX, you may contact the California Department of Business Oversight at its toll-free telephone numbers, (800) 662-0620, by e-mail at consumer.complaints@dbo.ca.gov or by mail at Department of Business Oversight, Consumer Services, 1515 K Street, Suite 200, Sacramento, CA 95814

    California Department of Business Oversight
    Consumer Services
    1515 K Street, Suite 200
    Sacramento, CA 95814 Website: www.dfi.ca.gov
    Telephone Number: (800) 662-0620

RIGHT TO REFUND: "You, the customer, are entitled to a refund of the money to be transmitted as the result of this agreement if Associated Foreign Exchange, Inc. “AFEX” does not forward the money received from you within 10 days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within 10 days of the date of the receipt of the funds from you unless otherwise instructed by you.

If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted you have a right to a refund of your money.

If you want a refund, you must mail or deliver your written request to Associated Foreign Exchange, Inc. at 21045 Califa Street, Woodland Hills, California 91367. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney's fees pursuant to Section 2102 of the California Financial Code."

  • Colorado
    CUSTOMER NOTICE

    Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 12, Article 52, Colorado Revised Statutes.

    If you have a Question about or Problem with YOUR TRANSACTION - THE MONEY YOU SENT

    You must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information. 
     

    If you are a Colorado Resident and have a Complaint about THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOUR MONEY

    ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at:

    Colorado Division of Banking

    1560 Broadway, Suite 975

    Denver, CO 80202

    email: DORA_BankingWebsite@state.co.us

    website: www.dora.colorado.gov/dob

  • Connecticut
    Connecticut Department of Banking
    260 Constitution Plaza
    Hartford, CT 06103-1800
    Website: www.state.ct.us/dob
    Telephone Number: (860) 713-6100
  • District of Columbia
    Department of Banking & Financial Institutions
    810 1st Street, NE Suite 701
    Washington, DC 20002
    Website: www.disb.dc.gov
    Telephone Number: (202) 442-9828
  • Florida
    Associated Foreign Exchange, Inc. (“AFEX”) is a licensed money transmitter under Chapter 560, Florida Statutes. For suspected violations of Chapter 560, Florida Statutes, call Associated Foreign Exchange, Inc. at (888) 428-2339 or contact the Florida Office of Financial Regulation, 200 East Gaines Street, Tallahassee, FL 32399-0376, (800) 848-3792.
  • Georgia
    Georgia Department of Banking and Finance
    2990 Brandywine Road, Suite 200
    Atlanta, GA 30341
    Website: http://dbf.georgia.gov
    Telephone Number: (404) 651-8600
  • Hawaii
    Hawaii Division of Financial Institutions
    335 Merchant Street, Rm. 221
    Honolulu, HI 96813
    Website: www.hawaii.gov/dcca/dfi
    Telephone Number: (808) 586-2630
  • Illinois
    Illinois Department of Financial and Professional Regulation
    Division of Financial Institutions
    320 W. Washington
    Springfield, IL 62786
    Website: www.idfpr.com
    Telephone Number: (800) 243-0618

Services are provided by Associated Foreign Exchange, Inc. dba Associated Foreign Exchange of Illinois, Inc. (“AFEX”), located at 21045 Califa Street, Woodland Hills, California 91367, at (888) 428-2339.  Upon receiving good funds from you, our client, Associated Foreign Exchange of Illinois, Inc. will make payment available to you or your beneficiary, as indicated on the trade confirmation, and commit to forwarding equivalent funds according to given instructions within a period not to exceed ten (10) business days.  If your instructions as to when the monies shall be forwarded or transmitted are not complied with, you will have a right to a refund of the money, subject to applicable exchange rates at the time of the refund request.  To request a refund in such cases, please call or write AFEX at the number or address listed above.

  • Indiana
    Indiana Department of Financial Institutions
    Non-Depository Division
    30 S. Meridian Street, Suite 300
    Indianapolis, IN 46204
    Website: www.in.gov/dfi
    Telephone Number: (800) 382-5516
  • Iowa
    Iowa Division of Banking
    200 E. Grand Ave., Suite 300
    Des Moines, IA 50309-1819
    Website: www.idob.state.ia.us
    Telephone Number: (888) 777-4590
  • Kansas
    Kansas Office of the State Bank Commissioner
    Division of Banking
    700 SW Jackson, Suite 300
    Jay Hawk Tower
    Topeka, KS 66603-3714
    Website: www.osbckansas.org
    Telephone Number: (800) 432-2310
  • Kentucky

Kentucky Office of Financial Institutions
1025 Capital Center Dr., Suite 200
Frankfort, KY 40601
Website: www.kfi.ky.gov
Telephone Number: (888) 432-9257

  • Louisiana

Louisiana Office of Financial Institutions
Depository Division
8660 United Plaza Blvd., 2nd Floor
Baton Rouge, LA 70809-7024
Website: www.ofi.louisiana.gov
Telephone Number: (800) 351-4889

  • Maine

Maine Department of Professional and Financial Regulation
Office of Consumer Credit Regulation
35 State House Station
Augusta, ME 04333
Website: www.maine.gov
Telephone Number: (800) 436-2131

  • Maryland
    The Commissioner of Financial Regulation for the State of Maryland will accept all questions and complaints from Maryland residents regarding Associated Foreign Exchange, Inc., at: 500 N Calvert Street, Suite 402, Baltimore, Maryland, 21202, phone toll-free: (888) 784-0136.
     
  • Massachusetts

Massachusetts Office of Commissioner of Banks
Division of Banks
1000 Washington Street, 10th Floor
Boston, MA 02110
Website: www.mass.gov/dob
Telephone Number: (617) 727-8400

  • Michigan
    Michigan Department Labor & Economic Growth
    Office of Financial & Insurance Services
    611 W. Ottawa Street, Floor 3
    Lansing, MI 48933
    Website: www.michigan.gov/dleg
    Telephone Number: (517) 373-1140
  • Minnesota
    Minnesota Department of Commerce
    85 7th Place East, Suite 500
    St. Paul, MN 55101
    Website: www.mn.gov/commerce
    Telephone Number: (800) 657-3787
  • Mississippi
    Mississippi Department of Banking & Consumer Finance
    Consumer Finance Division
    501 N. West St.
    901 Woolfolk Bldg., Suite A
    Jackson, MS 39225-3729
    Website: www.dbcf.state.ms.us
    Telephone Number: (800) 281-4418
  • Missouri
    Missouri Division of Finance
    301 W. High Street, Suite 630
    Jefferson City, MO 65102-0716
    Website: www.missouri-finance.org
    Telephone Number: (800) 392-8222
  • Nevada
    Nevada Department of Business & Industry
    Financial Institutions Division
    1179 Fairview Drive, Suite 201
    Carson City, NV 89701
    Website: www.fid.state.nv.us
    Telephone Number: (702) 486-3132
  • New Hampshire Customers:
    New Hampshire Banking Department
    53 Regional Drive, Suite 200
    Concord, New Hampshire
    Website: www.nh.gov/banking
    Telephone Number: (888) 468-4454
  • New Jersey
    New Jersey Department of Banking & Insurance
    Division of Banking
    20 W. State Street, 5th Floor
    Trenton, NJ 08625-0040
    Website: www.state.nj.us
    Telephone Number: (973) 504-6200
  • New Mexico
    New Mexico Regulation & Licensing Department
    Financial Institutions Division
    2550 Cerrillos Road
    Santa Fe, NM 87504
    Website: www.rld.state.nm.us
    Telephone Number: (800) 678-1508
  • New York
    Additional terms for REMITTERS in New York. Associated Foreign Exchange, Inc. (“AFEX”) is a transmitter of money abroad. It is licensed and regulated by the New York State Department of Financial Services. Any unresolved complaints may be mailed to the New York State Department of Financial Services, Consumer Assistance Unit, One State Street, New York, NY 10004-1417.

    New York Department of Financial Services
    One State St.
    New York, NY 10004-1417.
    Website: www.dfs.ny.gov
    Telephone Number: (800) 771-7755
  • North Carolina
    North Carolina Commissioner of Banks
    Consumer Industries
    316 W. Edenton St.
    Raleigh, NC 27603
    Website: www.nccob.gov/public
    Telephone Number: (877) 560-7226
  • North Dakota
    North Dakota Department of Financial Institutions
    2000 Schafer Street, Suite G
    Bismarck, ND 58501
    Website: www.nd.gov/dfi
    Telephone Number: (800) 472-2600
  • Ohio
    Ohio Department of Commerce
    77 South High St., 21st Floor
    Columbus, OH 43213
    Website: www.com.ohio.gov
    Telephone Number: (800) 282-0515
  • Oklahoma
    Oklahoma Office of the State Banking Department
    2900 N. Lincoln Blvd
    Oklahoma City, OK 73105
    Website: www.osbd.state.ok.us
    Telephone Number: (405) 521-3921
  • Oregon
    Oregon Department of Consumer & Business Services
    Division of Finance & Corporate Securities
    350 Winter St. NE, Room 410
    Salem, OR 97301
    Website: www.cbs.state.or.us/external/dfcs
    Telephone Number: (877) 877-9392
  • Pennsylvania
    Pennsylvania Department of Banking
    Department of Banking
    17 N. Second St., 13th Floor
    Harrisburg, PA 17101
    Website: www.banking.state.pa.us
    Telephone Number: (800) 441-2555
  • Rhode Island
    Rhode Island Department of Business Regulation
    1511 Pontiac Avenue
    Cranston, RI 02920
    Website: www.dbr.state.ri.us
    Telephone Number: (401) 274-4400
  • Tennessee
    Tennessee Department of Financial Institutions
    414 Union Street, Suite 1000
    Nashville, TN 37219
    Website: www.state.tn.us/tdfi
    Telephone Number: (800) 342-8385
  • Texas
    Contact information for complaints:
    Associated Foreign Exchange, Inc. dba AFEX is licensed under the laws of the State of Texas, and by state law is subject to regulatory oversight by the Texas Department of Banking. Any consumer wishing to file a complaint against Associated Foreign Exchange, Inc. dba AFEX should contact the Texas Department of Banking.

    If you have a complaint, first contact AFEX at (888) 307-2339 or complaints.us@afex.com. If you still have an unresolved complaint regarding the company's money transmission activities, please direct your complaint to: Texas Department of Banking, located at 2601 North Lamar Boulevard, Austin, Texas 78705, 1-877-276-5554 (toll free), www.dob.texas.gov
  •  
  • Utah
    Utah Department of Financial Institutions
    324 South State St., Suite 201
    Salt Lake City, UT 84111-0089
    Website: www.dfi.utah.gov
    Telephone Number: (801) 530-6601
  • Vermont
    Vermont Department of Banking, Insurance, Securities & Health Care Administration
    89 Main Street, Drawer 20
    Montpelier, VT 05620
    Website: www.bishca.state.vt.us
    Telephone Number: (800) 649-2424
  • Virginia
    Virginia State Corporation Commission
    Bureau of Financial Institutions
    1300 E. Main St., Suite 800
    Richmond, VA 23218
    Website: www.scc.virginia.gov
    Telephone Number: (800) 552-9963
  • Washington
    Entities other than FDIC insured financial institutions that conduct money transmission activities in Washington State, including the sale of payment of money or credit are required to be licensed. If there are questions or concerns regarding a transaction with a licensee please contact the Washington State Department of Financial Institutions at (360) 902-8703 or by mail at: Department of Consumer Services, 150 Israel Road Southwest, Olympia, WA 98504-1200.

To file a complaint, please provide: the name of the company, office location, and who you contacted at the company; your name, mailing address, and ten digit phone numbers; and a simple explanation of the problem, with a list of events in chronological order, making sure to include names and dates. Be specific and as brief as possible. For electronic submission, please complete the form found on the website: www.dfi.wa.gov, under Consumer Information: File a Complaint.

Washington Department of Financial Institutions
150 Israel Road SW
Tumwater, WA 98501
Website: www.dfi.wa.gov
Telephone Number: (206) 464-6684

  • West Virginia
    West Virginia Division of Banking
    One Players Club Drive
    Suite 300
    Charleston, WV 25326-1789
    Website: www.wvdob.org
    Telephone Number: (800) 368-8808
  • Wisconsin
    Wisconsin Department of Financial Institutions
    Division of Banking – Licensed Financial Services Section
    345 W. Washington Ave., 4th Floor
    Madison, WI 53703
    Website: www.wdfi.org
    Telephone Number: (800) 998-0700
  • Wyoming
    Wyoming Department of Audit
    Division of Banking
    122 West 25th Street
    Cheyenne, WY 82002
    Website: audit.state.wy.us/banking
    Telephone Number: (800) 438-5799