TransferGo Advertised a Free Transfer but the Exchange Rate Cost Me €60

While attempting to transfer money from Turkey to Europe through TransferGo, I encountered a situation that left me genuinely surprised and concerned. Although the app clearly advertises the transfer as "free," when I entered a transfer amount of $764, the system showed that the recipient in Europe would receive only €618.30. Under normal exchange rates, that amount should have been approximately €679, meaning there is an unexplained difference of nearly €60–80. The Turkish lira amount has been converted to U.S. dollars using the current exchange rate and rounded to the nearest whole dollar.

The service repeatedly emphasizes that transfers are free, yet the exchange rate displayed results in such a significant loss. In my opinion, this is not transparent and undermines users' trust. Even more concerning, I have been unable to reach anyone who can clearly explain the reason for this discrepancy. Within the app, I cannot find any detailed information about commissions, exchange rate markups, or additional fees. Instead, I am simply shown a much lower euro amount while being told the transfer is "free."

I request that TransferGo provide a clear and detailed explanation of the exchange rate applied to this transaction and how the difference was calculated. I also ask the company to present all exchange rate and pricing information transparently before users confirm a transfer and to correct what I believe is a misleading presentation of a "free" transfer. In addition, I expect an apology and appropriate corrective action to prevent other customers from experiencing the same issue. If the service is advertised as free, all actual costs—including any exchange rate markup—should be disclosed honestly and clearly.

For correspondence regarding this matter, the email address associated with my TransferGo account is m**********@hotmail.com**.