A customer sent funds to a neighbouring island and was charged a fee 40% higher than the rate displayed on the operator's counter board and mobile quote screen. The operator blamed a "system refresh" mid-transaction.
OFC compared screenshots of the quote, the stamped receipt, and the operator's fee table for that corridor on the transaction date. The overcharge was confirmed. The operator refunded the difference, credited a goodwill amount, and fixed the quote-lock window so displayed rates remain valid for 15 minutes.
Published as a case study to show how simple quote evidence can resolve fee disputes quickly.
Key takeaways
- Photograph or screenshot the quoted fee before you confirm a remittance.
- Displayed rates should be honoured for a clear validity window.
- Small overcharges still matter — OFC will examine fee integrity for money services firms.