Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I didn't read the response, but they approved transaction shortly after the case was opened. 
  
  Sincerely,
  
  *********************** evidence that I deposited the 20k into my Wise account. This transaction DOESN'T EXIST! I don't deposit funds into it, I use ACH in the Wise website and they send the funds directly on to Escrow.There is no record of a transaction of my payment into Wise.com, other than the screenshot I sent of my internet bank which shows the deposit "ec3.jpg" which they wont accept.At this point I've been called a liar or a fraudster, these guys are sitting on my money and holding up my business arrangement. I expect a full refund with 0 fee's or for them to mark the payment as completed so the seller and me can conduct our business.

  

  Business Response

  Date: 07/28/2023

  Dear *************,
  
  
  Thank you for alerting us to the problem you experienced with your transaction at Escrow.com. We appreciate the opportunity to respond.
  
  In your complaint to the BBB, you stated that you wanted a refund along with the completion of the transaction #********-541246 Sale of SextingFinder.com Domains
  
  My investigation shows that the transaction was initiated on July 10, 2023. After both parties accepted the transaction, we received the payment from you on the same day. As the funds came from Wise.com which we consider as a third party funder, our protocol is to ensure the validity of the source of funds are verified before we accept the payment. As an online money transmitter holding escrow license, we are required to verify the incoming funds before approving them.
  I do understand that you were asked for several documents through the course of the process from July 10th, 2023 through July 18th, 2023. Once we were able to fulfill all the requirements, the funds were approved on 18th and the domain was transferred as well as accepted by you. The seller was also paid out on the transaction on the same day as well.
  With the confirmation that the transaction is completed on July 18th, 2023, we confirm that this case is  closed. For any further questions or requests for clarifications, please do not hesitate to reach out to me directly.

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20216014
  
  I am rejecting this response because:
  

  On May 12 all sides agreed to the contract (including escrow.com) which stipulates the inspection period to be 3 days  

  May 19, escrow.com notified us the money from buyer was received  

  May 21 we transferred the domains over to the buyer and notified escrow of the transfer AND the beginning of the inspection period !!!

  May 24 the inspection period expired !!!

  Payment should have been released immediately after May 24, as agreed in the contract.

  between May 24 and June 16 we have escalated the case several times by email and phone

  
  escrow.com has confirmed the completion of the transaction as well as payout  on June 16

   

  today June 29 we have not received the money, and no official update on the transaction since June 16 (transaction completed)

   

  we demand immediate payout, plus interest rate since May 24 until full payout received  

  otherwise we demand the cancellation of the transaction, return of all domains to us, funds to buyer and 5000$ in damages and lost profit from escrow.com

  
  Sincerely,
  
  *************************

  behalf of the Buyer. June 9, 2023 fourth escalation: Escrow.com reserves the right to provide the Buyer a written 48-hour notice if an Inspection Period has ended without the Buyer's involvement.June 13, 2023 escrow acknowledges the buyer has received the domains (May 21 were already transferred!): The buyer has received the merchandise.- The buyer will examine and either accept or reject the merchandise.- If the buyer accepts, we will release the buyer's payment to you.- If the buyer rejects, the buyer will have to return the merchandise to you.June 16. 2023 escrow said they will release money: The Buyer agreed upon inspection period has expired. The merchandise has been marked as accepted.The inspection period has expired due to inactivity. As stated in the escrow instructions, you automatically accept the merchandise when the inspection period expires.- Escrow.com will release funds.- This transaction is officially completed.June 19, 2023...

  

  Business Response

  Date: 06/29/2023

  Dear ***************,

  Thank you for alerting us to the problem you experienced with your transaction at Escrow.com. We appreciate the
  opportunity to respond.

  In your complaint to the BBB, you stated that you wanted a refund along with the completion of the transaction
  #********-1615424 Sale of GymBeam Domains

  My investigation shows that the transaction was initiated on May 10, 2023. After both parties accepted the transaction
  on May 12, 2023, we received the payment from the buyer on May 18, 2023. The domains were transferred on May
  21, 2023, and since then it took the buyer 25 days to confirm that they received the domains. During this time frame,
  Escrow.com made several attempts to contact the buyer to confirm the receival of the domains. On May 15, 2023, the
  Buyer finally contacted Escrow.com to let us know that they do not have full access to all the domains. Buyers
  inspection period ended on May 16, 2023, and a 24-hour notice period was sent to the buyer as the buyer did not
  acknowledge the ending of their inspection period. The last communication from the Buyer on May 21, 2023, that
  they are working with the seller to ensure 4 out of the 14 domains are completely transferred before the funds are
  released. We have made several attempts since then to contact the buyer to confirm the acceptance of the domains
  before the transaction can be completed.

  At this point, we are still waiting for the buyer to confirm that all the domains are transferred before the transaction
  can be closed. Without the confirmation, we are not able to close the transaction. While we have no intention of
  holding this transaction longer than it already has, it is our best interest to ensure that all assets of the transaction are
  fully handed over to the Buyer before we can proceed to pay to the seller.

  With the confirmation that the transaction is still pending to be closed, we confirm that this case is not yet closed. For
  any further questions or requests for clarifications, please do not hesitate to reach out to me directly.

  Sincerely,
  Charani Kodikara
  Head of Global Support and Operations

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im not sure if the refund was processed because I filed the complaint or was just a 2 week process normally.  But my business with escrow.com is now complete and thankfully so.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/10/2023

  Dear *********************,
  Thank you for reaching out to us and sharing your concerns with Escrow.com. We understand that you've experienced difficulties with our service, and we apologize for any inconvenience this may have caused and appreciate the opportunity to respond.
  First and foremost, we would like to assure you that we take all complaints seriously and strive to provide the highest level of customer satisfaction.
  Upon reviewing your complaint, we understand that you made two payments for this transaction. We have investigated the matter and can confirm that both payments have been refunded in full to your PayPal account as the transaction has been cancelled.
  We recommend checking your PayPal account and getting in touch with them if you have any questions regarding the processing time if the funds have not yet been returned to your account although normally this is instant.
  At Escrow.com, we continuously strive to improve our services, and your feedback is valuable in helping us identify areas where we can do better. We apologize for any inconvenience you may have experienced and appreciate your understanding in this matter.
  If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you and ensure a seamless experience.
  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************
  
  

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19983800
  
  I am rejecting this response because:
  
  Hi *****.
  
  Escrow is spinning/ avoiding the facts and not addressing the main issue. Escrow did not abide by the contract. The Contract states that Escrow shall not release the funds to any party prior to an Arbitrators decision which was made  January 9, 2023. In this case, Escrow breached the contract by releasing the funds on November 8, 2022, before the Arbitrator issued a decision. Escrows breaching the terms of the contracts resulted in the Seller ****** keeping the Watch and not returning it and keeping the money that Escrow disbursed before the Arbitrators decision. Escrow has not even made any effort to direct the Seller ****** to return the watch, which the Arbitrator directed to return to the buyer. Escrow is liable for breaching the terms of the contract. Also, Escrow violated ********* escrow rules and regulations, which are in place to protect the public and reduce the risk for consumers. If Escrow refuses to pay the Buyer, a complaint will be filed with the ********** of ********* Protection and Innovation and other ******************** Escrow is a liability to the consumers. Escrow should reimburse the Buyer for the money he lost due to Escrows breach of contract.
  Sincerely,
  
  ***************************eir policy and be resolved via arbitration and not by Escrows decision.Escrow promised not to release the $10,100 payment. Escrow stated, ** informed that the funds will not be released to the seller or refunded to the buyer without the confirmation of both parties. This means both parties had to agree via Mediation to release the funds, but since the parties did not agree, the next step is via Arbitration. Thus, the funds should not have been released pending Arbitration. Escrow released the $10,100 to the seller thereby breaching their promise and the contract, without waiting for the Arbitrators decision.According to the seller, at the 11th hour, Escrow made a decision and released the money to the seller. This took place while the parties are on Phase 3 and getting close to phase 4 ************************************************ to decide the matter ended when they put in their policy and procedures that disputes will be settle by Arbitration and they sent this matter to Arbitration

  

  Business Response

  Date: 05/11/2023

  Dear ********************,

  
  We at Escrow.com appreciate your feedback and understand the frustration you are experiencing. We would like to clarify our position and actions taken in your case.
  According to our records and the details of the arbitration provided, the matter was indeed sent to arbitration as per our policy. As an impartial third party, our role in these situations is to secure the funds until the dispute is resolved through the arbitration process.

  
  We understand that the arbitration process you and the seller engaged in was handled by net-ARB, **** According to the "net-ARB Binding Arbitration Award", dated January 9, 2023 (see attached copy), the arbitrator awarded the amount in the Escrow account *********************** Transaction # ***************, Escrow Account # ***************** to the Claimant (Seller). The award states:
  "The Claimant is entitled to and hereby awarded the amount of the Escrow.com escrow, Escrow Transaction # ***************, Escrow Account # **************** less ******************** fees *********************** Amount). If Claimant has already received the Escrow Amount, Claimant is hereby directed to retain the Escrow Amount. If the Escrow Amount was retained by Escrow.com, then Escrow.com shall forward the Escrow Amount to the Claimant. If the Escrow Amount was sent to the Respondent by Escrow.com, then the Respondent shall send the Escrow Amount to Claimant."

  
  As a neutral escrow service, our role is to follow the decision of the appointed arbitrator. Upon receiving the final arbitration award, we adhered to the instructions and released the funds to the seller, as directed by the arbitrator's decision. We have no authority or discretion to override or ignore the decision of the appointed arbitrator.
  We regret any misunderstanding about the role and responsibilities of Escrow.com during this process. We always strive to provide a clear, secure, and efficient platform for online transactions. We follow our policies and procedures to ensure the security and satisfaction of all parties involved.

  
  We understand that this situation has been challenging, but we hope this explanation provides clarity on the actions taken by Escrow.com. If you have any further questions or need additional clarification, please feel free to contact our customer service team at **************. We appreciate your understanding and patience in this matter.
  

  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************
  

  
  

  

  Business Response

  Date: 05/18/2023

  Dear ********************,
  

  We appreciate your continued dialogue and understand your concerns surrounding this situation. Please allow us to
  provide further clarity on your points of contention.
  

  Firstly, we acknowledge your assertion that the funds were released prior to the final arbitration decision. In certain
  instances, based on all the information available, our company might make a business decision to release the funds
  to either party. In your case, our decision to release the funds to the seller was based on the comprehensive analysis
  of the transaction details, including information from **** and other relevant factors.
  

  It is critical to note that this decision did not prejudice the ongoing arbitration process or preclude the possibility of
  the arbitrator ruling in your favor. Our intention was always to adhere to the final decision of the arbitrator, as our
  role is primarily to safeguard the funds until such a decision is reached.
  

  In this specific case, the arbitrator's decision coincided with our preliminary assessment, awarding the funds to the
  seller. However, had the arbitrator's decision mandated a refund to you, we want to reassure you that Escrow.com
  would have taken the necessary steps to return the funds to you at our own expense.
  

  As for the initial arbitration proceedings with the **** we understand that the case was dismissed. However, at that
  juncture, without a conclusive decision from the arbitration process, we deemed it appropriate to maintain the funds
  in escrow until a resolution was reached, which led to the second arbitration with net-ARB.
  

  Sincerely,
  
  Charani Kodikara
  Head of Global Support and Operations
  ************************************

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 19983800
  
  I am rejecting this response because:

  Dear ********************,
  
  I appreciate your acknowledging that the funds were released before the final arbitration decision. How is this not in violation of our agreement and Nevadas Escrow Financial laws?
  
  I also appreciate that you acknowledged that Escrows role was to safeguard the funds until such a decision is reached primarily. However, the Seller did not return the watch as ordered by the Arbitrator. Thus, I was prejudiced by Escrows decision to release the funds to the Seller without first making sure that the Seller return the watch to me, the Buyer, as ordered by the Arbitrator. The Seller did not return the watch. Now, I dont have the watch, and I dont have the $10,000 that I paid to the Seller.
  
  According to your previous correspondence, you reassured me that *************************** would take the necessary steps to return the funds to me at Escrows own expense. Is that right? I agree with you that Escrow can make things right. I believe that you will take all necessary steps to return me the funds or the watch as the Arbitrator ordered the Seller to do so. I really appreciate that you are taking the time to resolve this issue among us. As you might know, I filed a Mediation proceeding on or about April 19, 2023, at JAMS. April 20, 2023, was the deadline to respond to the JAMS case manager. However, Escrow did not respond. I will forward the information to your email. I am willing to agree for the case manager to extend the deadline if needed; however, youll need to communicate with the case manager by Monday, May 22, 2023, at the latest, to let her know that you are agreeing to engage in Mediation; unless you believe we can resolve this among us. If we reached an impasse, you will leave me no choice but to proceed to resolve this matter via Arbitration pursuant to our agreement. Also, I will have no choice but to file a complaint with the *************** to deal with the issue of the violation of the Escrow laws in our state and request to open an investigation regarding this companys Escrow practices. What do you say about resolving this issue amicably?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19977052
  
  I am rejecting this response because: I had to have my attorney contact this business, the funds were in fact released but it was due to pending litigation.

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/27/2023

  Dear *********************,
  We are sorry to hear about your experience with escrow.com and appreciate the opportunity to respond. We want to assure you that we take all complaints seriously and strive to provide the best service possible to all our customers.
  After investigating your case, we found that there was a delay in disbursing the funds to you due to an error in the initial setup of the transaction. We had to follow up with **** to clarify the situation, which took longer than expected.
  However, we are pleased to inform you that the issue was resolved on April 25th, and your funds were disbursed on the same day. The transaction has now been closed.
  We apologize for any inconvenience this may have caused and appreciate your patience during this process. If you have any further concerns, please do not hesitate to contact us.
  
  
  Sincerely,
  
  
  Charani Kodikara
  *******************************
  Head of Global Support and Operations
  ************************************
  
  

• Initial Complaint

  Date:04/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my first experience ever began to sell my 2012 ***** CBR1000RR on ************ It sold for $4400.00. ***** picked bike up, agreed and attempted to pass up the two day inspection period and accept or approve transaction which would lead to my being paid two days earlier. **** screwed up in their system somewhow because both buyer and myself were trying daily to get transaction approved but inspite of both of our efforts they either didn't listen to us or blew us off because bike sold March 30th and buyer was trying to approve the sell when he picked up the bike at 1a.m. March 30th. They cost me ovdr two weeks and that has cost me my transportation and my place to live when you add it to what Escrow.com has done which is rob me of my $4400.00. So, this is what they are doing simply put.1) **** forced me into the escrow.com payout method and I had no warning or Information as to any of the nonsense they are doing to me.2) THEY VERIFIED ME.3) THEY OPENED AN ACCOUNT AFTER VERIFYING ME.4) THEY RECIEVED MY $4400.00 5) THEN AFTER ALLEGEDLY TRANSFERRING MY MONEY TO THE WRONG ACCOUNT WHICH TOOK AN EXTRA FIVE DAYS BUT THEY ARE FULL OF ****, THEN THEY 'TRANSFER' ALLEGEDLY A SECOND TIME BUT CLAIM IT WAS DENIED. BUT NOW THEY SAY ITS NOT TRANSFERRED BECAUSE OF VERIFICATION ISSUES. THEY SAY NOW MY DOCUMENTS WHICH THEY CHECKED VERIFIED BEFORE AND OPENED AN ACCOUNT ARE NOW NOT GOOD ENOUGH. SO I HAD MY EXWIFE OPEN AN ESCROW.COM ACCOUNT UNDER ********************** REPS DIRECTIONS AND HER BANK ACCOUNT IS AN ACCOUNT SHE HAS HAD OVER 25 YEARS AND HER DL IS VALID AND ETC AND THESE CROOKS STILL , EVEN AFTER VERIFYING ME ABD AND THEN CHANGING THEIR MIND AND THEN TELLING ME TO HAVE WIFE START ESCROW ACCOUNT AND VERIFYING HER DOCUMENTS THEY STILL ARE HOLDING MY MONEY HOSTSAGE. I WANT TO PRESS CHARGES. I ALSO TOLD THEM IN THE EARLY STAGES THAT IM LEGALLY DISABLED DUE TO SEVERE MENTAL ILLNESS AND AM ON SSI AND RSDI DISABILITY BUT THAT SEEMS TO BE THE REASON THEY ARE TREATING ME LIKE THIS ITS GOTTENWORS

  

  Business Response

  Date: 04/23/2023

  Dear *****************,

  We are sorry to hear about your negative experience with our service and appreciate the opportunity to respond. We have thoroughly reviewed your complaint, and we believe that there has been a misunderstanding regarding the verification process of your account. As a regulated financial institution, we have to comply with various laws and regulations that require us to verify our users' identities.

  Upon review of your account, we have identified that your submitted photo of yourself holding your birth certificate was blurry and the document unreadable, which prevented us from completing the necessary identity verification process. We kindly ask you to resubmit a clear and high-quality image of yourself holding your birth certificate as required by our document requirements listed on our website at **************************************************************

  We apologize for any inconvenience this may have caused, but please understand that these measures are in place to ensure the safety and security of our platform and all users. Our team will review your submission as soon as possible and will inform you of the outcome.

  Furthermore, we would like to clarify that we are required by law to comply with strict regulatory requirements that mandate the verification of our users' identities. These requirements are in place to prevent financial crimes such as fraud, money laundering, and terrorist financing. By complying with these requirements, we are ensuring the safety and security of our platform and all our users.

  Thank you for your understanding in this matter, and we look forward to resolving this issue as soon as possible. Please dont hesitate to contact us if you have any further questions.
  
  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************
  

  
  

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/20/2023

  Please see the attached file for our response.

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19933364
  
  I am rejecting this response because:
  
  Sincerely, I called my bank (USAA) on 19 April 2023 after receiving BBB response from Escrow. USAA stated they sent multiple Recall Request to Escrow but no response back. I called Escrow to check on sent Recall Request and was told to contact my bank. Im being refused to speak with anyone other than customer service to solve problems 
  
  ***************************as told there's no record of Citibank/Escrow trying to make contact. From the advise of an Detective ********************************: ************** Desk: ************** Office: **************.. I involved a banking representative (******, USAA customer service) while on the phone with ********************** customer service, ****** identified herself into the conversation and stated that she's recording the conversation and that another recall request was being sent as we speak. After doing research where wire was sent Citibank at address ******************************************************** is permanently closed but the second address ************************************************************************************************** is actually a **** (**** of ********** Escrow stopped all contact March 30 2023 after speaking with customer service (******, USAA ************************* Account: ********/ ABA: Routing# *********/ Reference Escrow Transaction#: ********. Escrow CS and business can't be trusted and I have all documents to show. Having a hard time downloading. I can mail

  

  Business Response

  Date: 04/19/2023

  Please see attached document for our response.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19933364
  
  I am rejecting this response because:

  Date Sent: 4/19/2023 12:54:03 PM
   
  Complaint: 19933364
  
  I am rejecting this response because:
  
  Sincerely, I called my bank (USAA) on 19 April 2023 after receiving BBB response from Escrow. USAA stated they sent multiple Recall Request to Escrow but no response back. I called Escrow to check on sent Recall Request and was told to contact my bank. Im being refused to speak with anyone other than customer service to solve problems 
  

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/02/2023

  Dear **************,
  
  Thank you for your follow-up, and we apologize for any confusion or frustration you *** have experienced during this process. We understand that this situation has been frustrating, and we appreciate your patience as we work to resolve it.
  
  We would like to inform you that, upon further review of the situation, we have decided to process the refund ourselves, as we have not received a response to our swift messages from USAA Bank. We apologize for any delays and miscommunication that *** have occurred between our respective banks.
  
  As of today, we have initiated the refund process for the amount of $18,196.30.
  
  We appreciate your understanding and cooperation in this matter.Should you have any questions or concerns regarding the refund process, please do not hesitate to reach out to **. We are here to assist you and ensure that this issue is resolved to your satisfaction.
  
  Thank you for your patience, and we apologize for any inconvenience this situation *** have caused.
  
  Sincerely,
  
  *******************************
  Head of Global Support and Operations
  ************************************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19933364
  
  I am rejecting this response because: There's no money returned to my account yet, after 4 months of trying to get refund 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************[email protected]. Escrow.com has acknowledged receipt the letter via phone, but I have heard nothing more. All other email inquiries to escrow.com have been ignored, and the "chat" feature on their website does not work.

  

  Business Response

  Date: 04/19/2023

  Please see our response attached.