Question 1

I cannot receive the money because my name was misspelled. Who can rectify this?

Accepted Answer

Only the sender can correct an error. You must ask him or her to go to the Post Office or Ria agency where the money was sent and to modify your name there. Once the error is corrected, you can pick up the money.

Question 2

I want to dispute the transaction: someone else picked up the money. I suspect fraud.

Accepted Answer

If someone other than the addressee picked up the money or if you suspect fraud, you must contact the police and have a report made. Also contact the Customer Care Center of Ria Money Transfer.Ria will do all it can to recuperate the money or to repay the amount of the money transfer to the sender. That can take a while because it must be proved that neither the sender nor the addressee could do anything about the fraudulent withdrawal.

Question 3

What should I do if the recipient says that the money did not arrive/the transaction is not possible?

Accepted Answer

If your addressee has problems when picking up the money, you should contact the Customer Care Center of Ria Money Transfer.

Question 4

My name was spelled incorrectly. What must I do to modify the spelling?

Accepted Answer

If your name is spelled wrong, only the sender can modify it. Ask the sender to go to the Post Office or Ria agency where he or she sent the money. That is the only place where he or she can modify the spelling of your name. Once the spelling has been changed, you can pick up the money.

Question 5

What if my money is not picked up?

Accepted Answer

If your addressee has not picked up the money after 40 days, you will receive a text message with a new PIN code. You can pick up the money in your Post Office or a Ria agency.

Question 6

Can Ria help me get my code back?

Accepted Answer

If the sender lost the PIN code, he or she can request it again:in the Post Office or Ria agency where the money was sentthrough Ria Money Transfer customer service.The addressee must ask the sender to send the code again.

Question 7

I lost the PIN code. What can I do?

Accepted Answer

If the sender lost the PIN code, he or she can request it again:in the Post Office or Ria agency where the money was sentthrough Ria Money Transfer customer service.The addressee must ask the sender to send the code again.

Question 8

What if there is an error in the recipient's details?

Accepted Answer

If you made an error in your addressee's name, you must correct the name in your Post Office or a Ria agency. Your addressee can only pick up the money if the name is correct.

Question 9

The clerk will not give a copy. What do I do now? Can I file a complaint? Where?

Accepted Answer

We apologise if something went wrong in the Post Office or Ria agency. You can always report this to the customer service of Ria Money Transfer.

Question 10

Can the transaction be modified? How long does that take?

Accepted Answer

The transaction can be modified. That only takes a few minutes.

Question 11

Can someone who finds my code pick up the money?

Accepted Answer

The identity document is checked in the Post Office or Ria agency to make sure that the requester is truly the addressee.

Question 12

The error lies with bpost or Ria. Not with me. What do I do now?

Accepted Answer

Always check the details of your money transfer carefully before signing the form and agreeing to the transfer. The counter clerk uses those details to send your money. If an error was made, you must go back to the Post Office or Ria agency where the money was sent and modify the transaction.

Question 13

Can I receive the money without the code?

Accepted Answer

You only get the money after showing the code and your identity document.

Question 14

What if the transaction is called off due to an error in the transfer?

Accepted Answer

If the transfer is called off due to an error, you can go back to the Post Office and ask to correct the details of the transaction.

Question 15

I lost my PIN code and cannot reach the sender. What should I do?

Accepted Answer

Only the sender of the money can give you the PIN code of the money transfer. Continue trying to contact him or her.

Question 16

There is only a small error in my name and I have the PIN code. Isn't that enough?

Accepted Answer

The PIN code alone is not sufficient. The sender must write your name 100% correct. You must ask the sender to modify that small spelling or clerical error in the Post Office or Ria agency where the money was sent. You can only pick up the money after your name has been corrected.

Question 17

As the sender, do I have to pay for a correction?

Accepted Answer

A name change is free.

Question 18

What if I want to stop/cancel the transaction?

Accepted Answer

You can stop or cancel the money transfer if your addressee has not picked up the money. You must do this in the Post Office or Ria agency where you sent the money.

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