OFX

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ As a financially regulated firm, USForex Incis obligated by law to identify and verify all of its customer's identitiesAs the handling of money is a formal business matter, we are required to have the legal name of our customersWhen Mrs [redacted] completed her online registration, the hyphenated last name she entered did not match the verification records and hence the subsequent information was requestedWe have now spoken to Mrs [redacted] and explained our position and she understandsThe situation has now been successfully corrected Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a fair or true account of how this issue was handledI explained to the US Forex rep on the phone that, while I entered a hyphenated name that I do not plan to change my name so I would like my name to be re-listed with just my maiden name so that it matches my ID (it was an oversight on my part to include my hyphenated name as I use that informally but NOT for legal purposes)She insisted that I send a marriage certificateI said to herwhy do you need a marriage certificate if I am not using my married name? The US Forex rep then accused me of LYING that I am married and refuse to accept my LEGAL name (my unhyphenated maiden name)I asked her whether a man who is KEEPING his original name just like I am would need to send a marriage certificateI was subsequently hung up onI eventually heard back from a very nice manager who acknowledged that I DO NOT need to send my marriage license and did not make me send oneThis does not take away from the way I was treatedI am owed an apology for being treated with double standardsWould the rep have accused a MAN of lying about her marital status and insist on a marriage certificate despite keeping their name? No Final Business Response / [redacted] (4000, 9, 2015/08/25) */ The Head of Private Dealing has investigated this issue further and has listened to the calls between the client and the agentIt appears the agent and the client did not have a satisfactory call and information was misunderstood by both parties The relevant Manager has now reached out to the client with an apology and full explanation of what documents we require, and why Final Consumer Response / [redacted] (4200, 11, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very frustrated that US Forex is claiming that there was a misunderstanding on my partThere was no misunderstanding at all on my partIt was pretty clear cut, in factYes, if I was taking on my husband's name, I of course understand that I would have to provide a marriage licenseBut I am not, taking my married name so no marriage license would be requiredThe agent I spoke to could not seem to understand thisI reject that there was any misunderstanding on my part

Initial Business Response /* (1000, 5, 2015/08/06) */
As a financially regulated firm, USForex Inc. is obligated by law to identify and verify all of its customer's identities. As the handling of money is a formal business matter, we are required to have the legal name of our customers. When Mrs....

[redacted] completed her online registration, the hyphenated last name she entered did not match the verification records and hence the subsequent information was requested. We have now spoken to Mrs. [redacted] and explained our position and she understands. The situation has now been successfully corrected.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a fair or true account of how this issue was handled. I explained to the US Forex rep on the phone that, while I entered a hyphenated name that I do not plan to change my name so I would like my name to be re-listed with just my maiden name so that it matches my ID (it was an oversight on my part to include my hyphenated name as I use that informally but NOT for legal purposes). She insisted that I send a marriage certificate. I said to her... why do you need a marriage certificate if I am not using my married name? The US Forex rep then accused me of LYING that I am married and refuse to accept my LEGAL name (my unhyphenated maiden name). I asked her whether a man who is KEEPING his original name just like I am would need to send a marriage certificate... I was subsequently hung up on. I eventually heard back from a very nice manager who acknowledged that I DO NOT need to send my marriage license and did not make me send one. This does not take away from the way I was treated. I am owed an apology for being treated with double standards. Would the rep have accused a MAN of lying about her marital status and insist on a marriage certificate despite keeping their name? No.
Final Business Response /* (4000, 9, 2015/08/25) */
The Head of Private Dealing has investigated this issue further and has listened to the calls between the client and the agent. It appears the agent and the client did not have a satisfactory call and information was misunderstood by both parties.
The relevant Manager has now reached out to the client with an apology and full explanation of what documents we require, and why.
Final Consumer Response /* (4200, 11, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very frustrated that US Forex is claiming that there was a misunderstanding on my part. There was no misunderstanding at all on my part. It was pretty clear cut, in fact. Yes, if I was taking on my husband's name, I of course understand that I would have to provide a marriage license. But I am not, taking my married name so no marriage license would be required. The agent I spoke to could not seem to understand this. I reject that there was any misunderstanding on my part.