Dear sir/madam regarding a transfer I made with your company today 26th November This transfer was sent for cash pickup And I received an email from Kabayan Stating that the transfer would be available for collection after one hour My wife called me 4 hours later to say she had not received any confirmation email or text that the payment was ready for collection, I called your London office to enquire why the payment was not available especially after I received an email from Kabayan stating it would be available for collection after one hour, I spoke with one of your customer service representatives who checked my transfer and he confirmed my payment had been received, he then informed me that the funds would not be available until the following day due to a high volume of transfer and as you can imagine I was very disappointed with this reply, as this transfer was to pay our mortgage which is due on the 26th of each month, I asked to speak to a supervisor/ manager and after 5 minutes I was put through to a supervisor who apologised for the transfer being late as this was due to the internet line being down !!!! So two different reasons in 15 minutes for my transfer not being available I was then informed by the supervisor that my transfer would be available within 2 hours and she informed me that she would let me know via telephone call or text when the transfer was available for pickup At 5pm ( 5 hours later) I received a text message advising me that my transfer was was now available for pickup which was obviously too late to collect as the collection point was closed. This has been a very stressful and upsetting experience for myself and my wife and due to the funds being late we will be charged interest by our bank for late payment of our mortgage, under the circumstances I would expect to be refunded the fee of £6.99 for the late delivery of my transfer and I would also like to know why I had to contact your customer service department to be told my transfer would be available 24 hours later, I would have expected a call or a text message informing me of this of this delay in sending my transfer today 1st December and still no reply or apology from Kabayan almost one week since I emailed my complaint to Kabayan I look forward to your reply