Why is PagoFX closing its service?
PagoFX is part of PagoNxt, Santander’s global fintech business, and as part of a strategic review, it has been decided to close the international money transfer service in the UK, Spain and Belgium. PagoFX’s technology and resources will be used to support the wider PagoNxt Group and its customer proposition.
Will I still be able to send money internationally with PagoFX?
If you’re an existing customer, you can still send money using the app until 23:59 hours, UK time, on 29 November 2021, as normal. We will not be accepting any new registrations or verifications after 28 September 2021.
What will happen if I send money overseas on the day you close?
All transactions sent before 23:59 hours, UK time on Monday 29 November 2021 will be processed as normal. In addition, you’ll be able to monitor any transactions in progress through our website and app until 7 December 2021. If you have any questions related to your transactions, Customer Support will be available via email until 28 February 2022.
When will my PagoFX account be closed?
Your account will automatically be closed on 7 December 2021, unless you have a transaction in progress, in which case it will be closed as soon as the transaction is completed. If you wish to close your account before this date, please contact Customer Support through the details above.
What will happen to the PagoFX app on my phone?
You will be able to continue to use our app to log into your account to review your transactions and contact Customer Support until 7 December 2021. After this date, you will no longer be able to login to your account and you should delete the app from your device.
How can I get help?
You can contact our dedicated customer support team by email at email@example.com or chat with us online, from 9am to 6pm Spain time, Monday to Friday. From 14 December 2021, customer support will be provided by email only until 28 February 2022.
How do I make a complaint?
If you wish to make a complaint, contact us directly by sending an email to firstname.lastname@example.org. Our customer support team are available from 9am to 6pm Spain time, Monday to Friday.
We take all complaints seriously and will do our best to resolve any issues as soon as possible. If you are not happy with our resolution you may refer your complaint to the Ombudsfin in Belgium.