Al Fardan Exchange Reviews 

I made a transaction through the Al Fardan Exchange mobile app on 29th April 2025, sending funds in USD to Sri Lanka. Along with the transfer, I paid AED 12.62 as a service fee. However, $5 less was credited to my recipient’s account than what I had sent.

I immediately reported the issue to customer care on 30th April, but received no response. I followed up with an email on 3rd May, and finally received a reply on 4th May stating that "additional backend charges may apply depending on the intermediary banks or payment channels." This explanation was both surprising and unacceptable, especially since the app did not indicate any such hidden fees during the transaction.

I regularly transfer money through various exchange services (both apps and branches) from the UAE, and I’ve never experienced such hidden deductions before. Moreover, the app still shows the transaction as "Under Partner Processing" even now, which suggests no one has properly reviewed the case I reported.

In a time where digital services are expected to be fast, transparent, and customer-focused, I’m extremely disappointed by Al Fardan’s lack of accountability and poor customer support.

9 Mar 2025: Visited the Al Fardan Dubai Hills branch to remit money. Paid in cash the remittance amount with service fee and VAT. Was informed that the funds will be remitted within 2 business days.

12 Mar 2025: I called the hotline to inquire about the transaction. I was told that the account department would look into it and revert.

13 Mar 2025: Wrote an email to follow up on the request to create an email trail.

18 Mar 2025: I called the hotline to follow up and was told that the money had been released from their partner bank in my home country on 10 Mar 2025 and that the accounts team is waiting for a reply from my home country bank on why the transaction did not go through.

20 Mar 2025: Followed up on email on the status update.

21 Mar 2025: Visited the Mall of the Emirates Al Fardan branch to request a printout of the proof of transaction for me to follow up with my bank in my home country.

29 Mar 2025: Enquired with my home country bank on the status of the remittance. I was informed that the amount is on hold and not released, as Al Fardan's partner bank did not pay the cover fees for the transaction.

1 Apr 2025: Received an email from Al Fardan stating that my complaint has been resolved. Replied via email that the matter is not resolved and asked to escalate the issue.

9 Apr 2025: Received an email from Al Fardan stating that they have requested a response from the concerned team and will update accordingly.

11 Apr 2025: I was informed by my home country bank that the money has been returned to Al Fardan partner bank due non payment of the cover fees.

14 Apr 2025: Called Al Fardan to follow up on the matter and was told that they have escalated it to the concerned team and will respond accordingly. Requested a call back from their accounts team.

21 Apr 2025: Followed up on email to request an update and a refund. Requested a call back from the accounts team.

24 Apr 2025: Called the hotline to follow up on the request and was told to call the Dubai Hills branch to check if the refund amount is ready for collection.
Called Al Fardan Dubai Hills and was told that the money is ready for collection anytime.

24 Apr 2025: Visited Al Fardan Dubai Hills branch to collect my refund, but was told that I will receive the remittance amount, but not the service fee + VAT as the transaction was made on their end.

24 Apr 2025: Call their hotline to request the refund of the full amount, remittance with service fee + VAT, as Al Fardan did not complete the remittance service. Was informed that it has been escalated to the accounts department and awaiting their response.

At the time of review, my money has not been refunded, and I am still awaiting a call back from the accounts team. Overall, it has been an extremely disappointing experience, and I will never recommend anyone to use Al Fardan for their money remittance. Service recovery and follow-up responses had been extremely poor and lacklustre. Al Fardan needs to overhaul its customer service processes to gain back my trust.

Good rate and service provided by mr asif al fardan exchange. Thank you

Good service by Mr hossen.he helped a lot on puting wifi while I was transact.umsalal mohamed branch

Very fast services by Al fardan exchange and the staffs are helpful and humble.

Sharing my another 5 star rating to Al Fardan Old Airport Branch especially to Mr. Jassim who is very accommodating and helpful at all times. Keep it up! More power to your team...

Very bad experience.agent told your money will transfer same day but now he said after Eid Holidays .He spoke lie and I don’t have trust them .worst customer service .

DO NOT USE THEM.
I made a transfer on western union using al fardan exchange.
The transfer did not go through and instead of refunding my money they’re holding it and telling me everyday that they’re team is working on it.
Approximately 10 days 12kaed not refunded to me.
Don’t use them.

I have been using Al Fardan Exchange for a very long time. Yesterday, March 27, 2025, at 8:30, immediately after they opened, I sent money through the Dubai International City office because of Ramadan. I was expecting that they will send the money to my Kenyan account, but it hasn't happened yet.
Second, I brought up my concern with customer support, but they haven't yet resolved it.
I've tried phoning once more, but no one is picking up.

This is a depressing situation.

I chose to return to the branch and follow up after attempting to contact customer support more than three times today and having my calls not answered.
The senior informed the lady-teller who assisted me that the names in the receiver did not match those in the sender. She didn't say anything till I returned to the branch.

I wanted to know why she couldn't give me a call to get more specific information.
She remained silent and didn't try to contact me.
What is causing these gaps in the money exchange, and why is management ignoring this issue?

Do they understand how urgent the situation is and whether funds are being held back for urgent use?

Three weeks ago I tried to transfer GBP 6,000+ from my UAE bank account to my UK bank account using Western Union (which is actually through Al Fardan exchange). When the money still hadn't gone through a week later I called up to be told that the amount was too large and they would have to cancel the transaction, and I needed to call Al Fardan Exchange to do it. Two weeks later and I still don't have the money back despite multiple calls per week in which I'm informed of a new piece of information - at first I was told they never recieved it, so I proved that I did, then when I called up again they said they needed my bank details, now I'm told they were waiting on confirmation. Every time this has only progressed because I have been actively calling them, with no proactive communication on their part. I know it's not the fault of the customer service people I'm talking to but it's absolutely ruined my faith in both Western Union and Al Fardan Exchange.

Hello guys I will suggest don't use alfardan ex because they very dessipointed me I try to call them many time for assistance 😞 but now one answers even they hold me for wetting and saying team is busy with custemr I try many time and lost my balance but they are not 🚫 responce

I have very bad experience with home remittance with this exchange. They are not trusted what they told you while sending money.

“I had an amazing experience with Ms Reshma Al Ain Clock tower who was incredibly helpful and patient, guiding me through all my options and answering every question with a smile. The process was quick, and I left feeling confident in my purchase. I truly appreciate their exceptional service and will definitely return. Highly recommended!”

انا عميل لمؤسسة الفردان للصرافة فرع
الرويس لاكثر لأكثر من عشرون عاما اشكر فريق العمل و خاصة الأخت فاتن على تعاونها الدائم شكرا كثيرا

Al fardan exchange last chance branch aljurf all staff are very nice and accommodating and good services.

Alfardan exchange application is fraud it is to take fees, they don’t even know what is the meaning of swift code and the agents sitting at other end are also have not information about the reason-for rejection of transaction the customer service if of no value at all as they don’t know anything about the transaction they don’t know what swift code is correct for USA banks this application is just have extra money from people

Good services n rate

معاملة فاطمة حسين فرع الجرف في عجمان كانت في غاية السهوله والسرعه في تاديتها للمعاملة

Ok for small transfers, completely unreliable for larger ones. They rejected a c.180k AED transfer of mine due to “reconciliation error” on their side, unsure what it means, I tried to call them several times - no one was able to give an update besides that they are working on it. Each time I email them I get a reply from whoever is picking up the case saying that they are looking into it. It has been almost 2 weeks, and I still havent got my refund. I would have expected much much more care for such a large transfer.

Completely lost my trust in them and it is embarrassing for Western Union to give their name to this.

Very happy with al fardan rate, as well as the customer service. Just passed by the satwa branch Jerrylyn was super kind and helpful towards me. Thank you will definitely be back