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
RSA Dexter Avenue Building
445 Dexter Avenue, Suite 12000
Montgomery, AL 36104
Telephone: (800) 222-1253
Fax: (334) 242-0240
 
Alaska
 
For Alaska Residents Only:
If your issue is unresolved by Associated Foreign Exchange, Inc., +1 (888) 634-4681, please submit formal complaints with the State of Alaska, Division of Banking & Securities. Formal complaints must be in writing, please download the form here. 
Formal complaint forms may be submitted via:
1. Fax:  907-465-1230
3. Mail:  Division of Banking & Securities PO Box 110807 Juneau, AK  99811-0807
If you have questions regarding formal complaints, please call 907-465-2521. 
 
Arkansas
 
Arkansas Securities Commission
Heritage West Building, Suite 300
201 East Markham Street
Little Rock, Arkansas 72201-1692
Telephone: (501) 324-9260
Fax: (501) 324-9268
 
To make a complaint, please click here and follow the instructions. Upon receipt of a properly completed “Complaint Form”, the Arkansas
Securities Department (ASD) will review the complaint and, generally request a response from the company or individual that is the subject of the complaint.
 
Arizona
 
Arizona Department of Financial Institutions
Consumer Affairs Division 
100 N. 15th St. Suite 261 
Phoenix, AZ 85007
Website: www.azdfi.gov
Telephone: (602) 771-2800
Fax: (602) 381-1225
 
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
Telephone: (866) 275-2677
 
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 11, Article 110, 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 Department of Regulatory Agencies 
Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202
Telephone: (303) 894-7575
Fax: (303) 894-7570
 
Connecticut
 
Connecticut Department of Banking
Division of Financial Institutions
260 Constitution Plaza
Hartford, CT 06103-1800
Telephone: (860) 240-8180
Fax: (860) 240-8167
 
District of Columbia
Department of Insurance, Securities and Banking
1050 First St., NE, Suite 801
Washington, DC  20002
Telephone: (202) 727-8000
Fax: (202) 354-1085
 
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 30341-5565
Telephone: (855) 411-2372
 
Hawaii
 
Hawaii Department of Commerce abd Consumer Affairs
Division of Financial Institutions 
335 Merchant Street, Rm. 221 
Honolulu, HI 96813
Mail: P.O. Box 2054, Honolulu, HI 96805
Telephone: (808) 586-2829
Fax: (808) 586-2818
 
Illinois
 
Illinois Department of Financial and Professional Regulation 
Division of Financial Institutions 
320 W. Washington St, 3rd Floor
Springfield, IL 62786
Website: www.idfpr.com
Telephone: (888) 473-4858 
 
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 
Telephone: (800) 382-4880
Fax: (317) 232-7655
 
Iowa
 
Iowa Division of Banking 
200 E. Grand Ave., Suite 300 
Des Moines, IA 50309-1827
Telephone: (515) 281-4014
Fax: (515) 281-4862
 
Kansas
 
Kansas Office of the State Bank Commissioner 
Department of Consumer Affairs 
700 SW Jackson, Suite 300 
Topeka, KS 66603-3714 
Telephone: (785) 296-2266
Fax: (785) 296-6037
 
Kentucky
 
Kentucky Department of Financial Institutions
1025 Capital Center Dr., Suite 200
Frankfort, KY 40601 
Telephone: (844) 354-0613
Fax: (502) 573-0184
 
Louisiana
 
Louisiana Office of Financial Institutions
Non-Depository Division
8660 United Plaza Blvd., 2nd Floor 
Baton Rouge, LA 70809-7024 
Telephone: (888) 525-9414
Fax: (225) 925-4524
 
Maine
 
Maine Department of Professional and Financial Regulation
Consumer Outreach Program 
36 State House Station
Augusta, ME 04333 
Telephone: (207) 624-8570
Fax: (207) 624-8590
 
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., NMLS ID# 1026001, 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 02118-6400
Website: www.mass.gov/dob 
Telephone: (617) 956-1500
Fax: (617) 368-2700
 
Michigan
 
Michigan Department of Insurance and Financial Services
530 W. Allegan St, 7th Floor
Lansing, MI 48933 
Telephone: (877) 999-6442
Fax: (517) 284-8837
 
Minnesota
 
Minnesota Department of Commerce 
85 7th Place East, Suite 280
St. Paul, MN 55101 
Telephone: (651) 539-1600
 
Mississippi
 
Mississippi Department of Banking & Consumer Finance 
501 N. West St., Suite A
Jackson, MS 39225-3729 
Mail: P.O. Box 12129, Jackson, MS 39236-2129
Website: www.dbcf.ms.gov 
Telephone: (601) 321-6901
Fax: (601) 321-6933
 
Missouri
 
Missouri Division of Finance
301 W. High Street, Suite 630
Jefferson City, MO 65102-0716 
Telephone: (573) 751-3242
 
Nevada
 
Nevada Department of Business & Industry
Financial Institutions Division
3300 W Sahara Avenue Suite 250
Las Vegas, NV 89102
Telephone: (702) 486-4120
Toll-free: (866) 858-8951
 
New Hampshire
 
New Hampshire Banking Department
53 Regional Drive, Suite 200
Concord, New Hampshire 
Telephone: (603) 271-3561
Fax: (603) 271-1090
 
New Jersey
 
New Jersey Department of Banking & Insurance 
Division of Banking
20 W. State Street 
Trenton, NJ 08625
Mail: P.O. Box 471, Trenton, NJ 08625-0471
Telephone: (609) 292-7272
Fax: (609) 454-8468
 
New Mexico
 
New Mexico Regulation & Licensing Department 
Division of Financial Institutions 
Toney Anaya Bldg.
2550 Cerrillos Road
Santa Fe, NM 87504
Mail: P.O. Box 25101, Santa Fe, NM 87504
Telephone: (505) 476-4885
Fax: (505) 476-4670 
 
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, 1 State Street, New York, NY 10004-1511. 
 
New York Department of Financial Services
1 State St. 
New York, NY 10004-1511
Website: www.dfs.ny.gov 
Telephone: (212) 709-3500
Toll-free: (800) 342-3736
 
North Carolina
 
North Carolina Commissioner of Banks
Consumer Information
316 W. Edenton St.
Raleigh, NC 27603
Telephone: (919) 733-3016
 
North Dakota
 
North Dakota Department of Financial Institutions 
Consumer Protection
2000 Schafer Street, Suite G 
Bismarck, ND 58501-1204
Website: www.nd.gov/dfi 
Telephone: (800) 472-2600
 
Ohio
 
Ohio Department of Commerce
Division of Financial Institutions 
77 South High St., 21st Floor
Columbus, OH 43213-6120
Telephone: (866) 278-0003 
 
Oklahoma
 
Oklahoma State Banking Department
2900 N. Lincoln Blvd
Oklahoma City, OK 73105
Telephone: (405) 521-2782
 
Oregon
 
Oregon Department of Consumer & Business Services 
Division of Financial Regulation  
350 Winter St. NE, Room 410
Salem, 97301-3883
Mail: P.O. Box 14480 Salem, OR 97309-0405
Telephone: (877) 877-4894
Fax: (503) 947-7862
 
Pennsylvania
 
Pennsylvania Department of Banking
Department of Banking & Securities 
17 N. Second St., Suite 1300
Harrisburg, PA 17101
Telephone: (800) 722-2657
Fax: (717) 724-6869
 
Rhode Island
 
Rhode Island Department of Business Regulation 
Division of Banking 
1511 Pontiac Avenue, Bldg 68-1
Cranston, RI 02920 
Telephone: (401) 462-9503
 
Tennessee
 
Tennessee Department of Financial Institutions
Consumer Resources 
312 Rosa L. Parks Avenue, 26th Floor 
Nashville, TN 37243-1102
Telephone: (800) 778-4215 
Fax: (615) 253-7794 
 
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 compliant regarding the company's money transmission activities, please direct your compliant 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
Mail: P.O. Box 146800, Salt Lake City, UT 84114-6800
Telephone: (801) 538-8834
Fax: (801) 538-8894
 
Vermont
 
Vermont Department of Financial Regulation
Banking Division – Consumer Assistance 
89 Main Street
Montpelier, VT 05620-3101
Telephone: (888) 568-4547
Fax: (802) 828-1477
 
Virginia
 
Virginia State Corporation Commission 
Bureau of Financial Institutions
1300 E. Main St., Suite 800
Richmond, VA 23218
Telephone: (804) 371-9657
Fax: (804) 371-9416
 
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 
Division of Consumer Services 
150 Israel Road SW
Tumwater, WA 98501
Telephone: (360) 902-8703
Fax: (360) 596-3868
 
West Virginia
 
West Virginia Division of Financial Institutions 
900 Pennsylvania Avenue, Suite 306
Charleston, West Virginia 25302-3542
Telephone: (304) 558-8986
Fax: (304) 558-0442
 
Wisconsin
 
Wisconsin Department of Financial Institutions
Bureau of Consumer Affairs 
4822 Madison Yards Way, North Tower 
Madison, WI 53705
Website: www.wdfi.org
Telephone: (608) 264-7969
Fax: (608) 264-7968
 
Wyoming
 
Wyoming Department of Audit 
Division of Banking
Hathaway Building, 2nd Floor
2300 Capitol Avenue
Cheyenne, WY 82002
Telephone: (307) 777-7797
Fax: (307) 777-3555