Notice To Customers
NOTICE TO CUSTOMERS/HOW TO FILE OR LODGE A COMPLAINT

The Ping Express money transfer service is provided by FIEM Group LLC ("Ping Express"). If you have a claim or complaint regarding the money transmission services, please contact our customer service department toll-free at 1-866-346-2883 or 1-469-619-3226. If you are unable to resolve the issue or dispute after contact with the Company's customer service department / representative, you have the option to complete and submit a consumer complaint to . . .

Orders placed in the State of Georgia:

For unresolved complaints, you may contact the Department of Banking and Finance for the State of Georgia at: 2990 Brandywine Road Suite 200 Atlanta, Georgia 30341 or by phone at (888) 986-1633
. 

Orders placed in the District of Columbia:

For unresolved complaints, you may contact the Washington D.C., Department of Insurance, Securities and Banking (“DISB”) -- (1) By E-mail to 
disb.complaints@dc.gov , or (2) Mail the completed complaint to the following address: DC Department of Insurance, Securities and Banking, 810 First Street, NE, Suite 701, Washington, DC  20002, Attn: Consumer Complaints, or (3) Fax the completed complaint form to (202) 535-1085. 


Orders placed in the State of Maryland:

If after first contacting Ping Express at 1-866-346-2883 or 1-844-887-4644, you still have an unresolved complaint or concern regarding Ping Express, a Maryland resident may file a complaint or inquiry simply by (1) writing a letter or completing the complaint form found below. Send your letter or the complaint form to: Commissioner of Financial Regulation, Attention: Consumer Services Unit, 500 North Calvert Street, Suite 402, Baltimore, Maryland 21202; (2) You can also fax to: Attention: Consumer Services Unit, Fax number: 410-333-3866; (3) You can also email/scan your document to: CFRComplaints@dllr.state.md.us; (4) You can also walk in to our offices at 500 North Calvert Street, Baltimore, MD, 21202 Suite 402: Walk-in Hours are: 9:00 am - 4:00 pm; or (5) by Consumer Service Unit Phone Number: 410-230-6077, Main Telephone Number: 410-230-6100 or 888-784-0136. Attach copies of any supporting documents to assist in the complaint investigation. Typically, complaints are resolved within 60 days.

Orders placed in the State of Texas:

Ping Express 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 Ping Express should contact the Texas Department of Banking.

Ping Express engages in money transmission and/or currency exchange business under Chapter 151 of the Texas Finance Code. If you have a complaint, first contact the consumer assistance personnel at Ping Express toll-free at 1-866-346-2883 or 1-469-619-3226 or 1-844-313-0740. If, after first contacting Ping Express, you still have an unresolved complaint regarding money transmission or currency exchange activity; please direct your complaint to the Texas Department of Banking.

Consumers/customers may file complaints with the Texas Department of Banking by contacting the Department through one of the means indicated below: 

In person or by U.S. mail:
2601 North Lamar Boulevard, Suite 300
Austin, Texas 78705-4294
Telephone: (877) 276-5554
Fax: (512) 475-1313
E-mail: 
consumer.complaints@dob.texas.gov
Website: 
www.dob.texas.gov

For international money transfers which require compliance with the Dodd Frank Remittance Transfer Rule, the following Consumer Financial Protection Bureau (CFPB) disclosures are required:

For Questions or Complaints about Ping Express, please contact the Consumer Financial Protection Bureau at phone: 855-411-2372 or at fax: 855-729-2372.

FOR ALL STATES TO REPORT TO THE CONSUMER FINANCIAL PROTECTION BUREAU [FEDERAL LEVEL]

You can also contact the Consumer Financial Protection Bureau with any complaints at (855) 411-2372, (855) 729-2372 (TTY/TDD), www.consumerfinance.gov

OTHER NOTICES TO THE CONSUMER / CUSTOMER

PRIVACY RIGHTS: FIEM Group LLC dba Ping Express does not disclose any personal information about our Customers. Customer records may be subject to release (a) to local, state, federal, or foreign authorities; (b) to our regulators; (c) to comply with a law or regulation, (d) to comply with a governmental or Court ordered request.

RIGHT TO REFUND: You, the customer or sender, can cancel your transaction for a full refund within 30 minutes after you place your transaction, unless the funds have been picked-up or deposited in the beneficiaries bank account or as instructed. If your order was placed more than 30 minutes prior to you requesting a refund, you are entitled to a refund of all moneys received for transmittal within ten (10) days of receipt of a written request for refund unless any of the following occurs: (a) The monies have been transmitted and delivered to the recipient prior to receipt of the written request for a refund; (b) Instructions have been given committing an equivalent amount of money to the person designated by the customer prior to receipt of a written request for a refund; (c) the Company and/ or its authorized delegate has reason to believe that a crime has occurred, is occurring, or may potentially occur as a result of transmitting the money as requested by the customer or refunding the money as requested by the customer; or (d) the Company is otherwise barred by law from making a refund.

PLEASE ALSO KNOW . . .

The Recipient / Beneficiary may receive less due to fees charged by the Recipient's bank and/or foreign taxes. You have the right to dispute errors in your transaction. If you think there is an error, contact us within 180 days at 1-866-346-2883, 1-469-619-3226,  1-844-313-0740 or info@ping-express.com. You can also contact us for a written explanation of your rights.

Copyright @ 2017 FIEM Group LLC dba Ping Express, NMLS ID:1339425. All Rights Reserved. FIEM LTD is Regulated by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2009 for the provision of payment services. Registration number: 606428
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