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:05/19/2025

  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.

  July 18, 2024 Transaction # *********.WorldRemit did not complete my money transfer and has not given me a refund yet as of date. I have contacted them many times for the refund to no avail. They just keep telling me that my request will be processed within 24hr and that I would get a confirmation email, but nothing after 10 months.

  Business Response

  Date: 05/25/2025

  This letter is in response to the Better Business Bureau (BBB) complaint filed by Mr. ******* ******* on May 20, 2025, regarding a cash pick-up transaction to the *********** (Reference Number: *********), initiated on July 19, 2024.
  
  Following a thorough investigation, we identified that intermittent internal technical issues affected the processing speed of some transactions, including Mr. ********* While our standard is to make cash pick-up transactions available within minutes, unforeseen technical glitches regrettably delayed the processing of this transfer. In this case, Mr. ******* submitted a cancellation request on July 29, 2024. However, we were unable to take immediate action as we were awaiting confirmation from our technical team. Typically, such issues are resolved within 24 to 48 hours, though this may vary depending on the complexity of the case.
  
  Upon escalation, our technical team confirmed that they were unable to reverse the payment automatically. As a result, we escalated the matter further to management, who approved manual processing of the refund. The refund was successfully processed on May 20, 2025. For your reference, we have attached proof of the refund with a standard settlement time of three business days.
  
  We sincerely apologize to Mr. ******* for the inconvenience and frustration caused by these technical issues. Our technical team is working diligently to prevent similar incidents in the future. While we strive to provide timely service, as outlined in our Terms and Conditions, we are committed to delivering excellent service to all of our customers.
  
  As a token of our apology for the inconvenience and delay in our response, we are offering you a 50 GBP voucher for your next transaction. To apply the discount, simply enter the code below on the payment page and click Apply.
  
  Voucher code: CS7121BJ4N4
  Expiry date: 25/08/2025
  
  Additionally, it appears that Mr. ******* has reached out to his bank to dispute the charge related to this transaction. Our relevant team has since communicated with the bank and, given that the refund has now been processed, we believe this case can be considered resolved.
  
  If you require any further information or clarification, please dont hesitate to contact us.
  
  Thank you for your time and attention to this matter.

   

  Regards,

  *******

  
  

  Customer Answer

  Date: 05/27/2025

   
  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,
  
  ******* *******

• Initial Complaint

  Date:05/13/2025

  Type:Billing 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.

  World remit has committed fraud by processing a unauthorized transfer from my account. I enter the wrong cvc number and worldremit processed the transfer from my account with the wrong cvc number. ********* = Fraud. This company has committed fraud. You processed a transfer through my account with the wrong CVC number.

  Business Response

  Date: 05/21/2025

  May 17, 2025
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ******** - ******* ****

  This letter is in response to the follow-up complaint filed on May 13, 2025 with the Better Business Bureau by consumer  ******* ****. This complaint was received by us on May 14, 2025.

  We have researched the nature of the complaint. The customer has alleged that ********************** processed a fraud transaction.

  The transaction 415011777 was created on May 1, 2025. It was processed by WorldRemit to our partner in ******* and was marked completed the same day. WorldRemit process transaction according to the information entered on our application.

  The customer then contacted us reporting the matter that the code he entered was incorrect and it should not be processed. We have then reached our partner in this matter.
  Later on, the customer then confirmed that the funds are already showing on the recipient's end.

  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.

  Sincerely,
  
  ******

  Customer Answer

  Date: 05/21/2025

   
  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,
  
  ******* ****

• Initial Complaint

  Date:05/05/2025

  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.

  this was the first time using the website worldremit i wanted to send money for my mother by orange money in ************** the money was never deposit to my mother account.

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ********-******** ***

  This letter is in response to the follow-up complaint filed on May 5, 2025 with the Better Business Bureau by consumer  ******** ***. This complaint was received by us on May 6, 2025.

  We have researched the nature of the complaint. The customer has alleged that ********************** did not process the transaction to your mother.

  The transaction 414192811 was created on May 1, 2025. It was processed by WorldRemit to our partner in ****** and was marked completed the same day. 

  The consumer then contacted us claiming that the funds never reached the recipient. We then checked with our partner to confirm the actual status of the transaction but received no response.

  We then have checked with our internal team to come up with a resolution and can confirm that the transaction was refunded yesterday. Please see the attached file for the proof of refund that can be shared with the bank for tracing. The funds should be available on your account within three working days from yesterday or up to seven working days depending on your bank's process.

  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.

  Sincerely,
  
  ******

• Initial Complaint

  Date:04/11/2025

  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.

  I used world remit to send money to a different country. Was informed it would take 72 hours! After 9 days I then called and enquirer what the delay was, they informed me to wait 48 hours. Since then their customer service isnt going through anymore and the money is still not delivered!

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ******** -******* ******** *******

  
  This letter is in response to the follow-up complaint filed on April 11, 2025 with the Better Business Bureau by consumer ******* ******** *******. This complaint was received by us on April 11, 2025.

  We have researched the nature of the complaint. The customer has alleged that ********************** did not process the transaction and did not reverse the funds back to her.

  The transaction 411294956 was created on April 2, 2025. It was processed by WorldRemit to our partner in South Africa for crediting. However, there were some unforeseen technical issues that delayed the transaction for crediting or for cancellation.

  After escalating the matter to our partner, they have confirmed that the transaction is already cancelled on their end. Hence, we processed the refund on April 16, 2025. The funds should be available on the customer's account within three working days or up to seven working days, depending on the bank's process. Please see the attached file for the proof of refund that can be shared to the bank for tracing.

  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.

  Sincerely,
  
  ******

• Initial Complaint

  Date:04/01/2025

  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.

  I requested for deletion of the account but I'm still getting emails from worldremit. It seems like they didn't process *********** account email address is *********************** and I want my account and data all deleted as soon as possible. They only have phone number to request for account deletion but they don't answer which makes it impossible to request deletion now.

  Business Response

  Date: 04/05/2025

  April 5, 2025
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ******** - Minjeong Seo

  This letter is in response to the follow-up complaint filed on April 1, 2025 with the Better Business Bureau by consumer Minjeong Seo. This complaint was received by us on April 2, 2025.

  We have researched the nature of the complaint. The customer has alleged that ********************** did not process her request in deleting her personal information.

  We checked our records and found that we only received her request on April 1, 2025. 

  Nevertheless, we already processed the customer's request and sent our email confirmation.

  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.

  Sincerely,
  
  ******

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23143168
  
  I am rejecting this response because:

  I requested to delete my account last year on the phone and requst to delete personal information on 4/1/2025 which is two different thing.

  I made this complaint regarding account deletion which I already requested a year ago on the phone but It wasn't deleted.

  Please make sure my account has been deleted and also my personal information as well.

  
  Sincerely,
  
  Min ***** Seo

  Business Response

  Date: 04/08/2025

  A good day,
  
  We have checked our phone records and found your contact on September 30, 2024. However, your request was not completed as the designated team was not able to receive the request. Hence, it was not completed.
  
  Nevertheless, we can confirm that the account is already deleted, and we have sent you the confirmation email on April 5, 2025.
  
  Please let us know if there is anything else.
  
  Regards,
  ******
  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23143168
  
  I am rejecting this response because:

  You said you sent confirmation email on April 5th 2025 regarding my account deletion but there is no email from worldremit. I need a confirmation that my account has been deleted.
  
  Sincerely,
  
  Min ***** Seo

  Business Response

  Date: 04/16/2025

  A good day,

  Please see this email as the confirmation of the deletion request.

   

  We refer to your request for account deletion in which you made a request that we delete your personal information held by ********** [WorldRemit].

  Further to your request, we confirm the following:

  1. Your personal information from the date that you initially provided it to us, until the date of your request for erasure has been deleted from our active customer management database. Consequently, your personal information has been put beyond our active use.

  Please allow for up to one week for this deletion to be effective.

  2. This information is now held in our backup archives for:

  the establishment, exercise and defense of legal claims;

  to show that we have treated you fairly; and for regulatory purposes ONLY.

  3. Your archived information will NOT be restored back into our customer management system. Specifically, your archived information will not be used for any other purpose other than as stated above.

  4. As a former customer, your archived personal information will now be held in our back up archives because **** is legally obligated under federal law to retain your personal information for a minimum period of five years for regulatory purposes. Outside this regulatory obligation, your personal information will not be used for any other purpose except to exercise or defend a legal claim.

  NEXT STEPS

  We shall now close your request. If you are not happy with the way in which we have handled your request, please write to us at ******************* explaining why you are not satisfied.

  Regards,

  ******

• Initial Complaint

  Date:03/08/2025

  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.

  WorldRemit operates online money transfer services via its app which I have been using to send money abroad. On January 19, 2025 I received a notification on my cell phone that a transaction (no ********* in their files) was initiated in my account to send the equivalent of $500 (or KES ******) to a certain ********* Adhiambo **** in *****. As I authorized neither the transaction nor knew this person, I promptly contacted WorldRemits customer service to block the transaction since on my phone it looked like the transaction was still being processed. However, their representative told me that it was too late to stop the transaction, but WorldRemit would contact its local Kenyan representative to block the transfer and would call me the following day to confirm. However, since I did not hear from them for three days, I re-contacted WorldRemit and was told that I had to file an official complaint, which I did Case No ******** to start the procedure. After attempting to contact the company several times for updates on my case, I received an e-mail on Feb 25, 2025, stating that the money was lost and the case was closed. I tried to contact WorldRemit again to ask for a refund since the fraud happened in their systems and on March 5, 2025, they told me that was my problem and would not refund me and I needed to start legal action to attempt to recover the sum. Note that to access the WorlRemit app on my phone it needs facial authentification so nobody else could have approved the transaction but the fraud happened within the WorldRemit systems.

  Business Response

  Date: 03/13/2025

  March 13,2025
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ******** - ******* ***** ******
  
  This letter is in response to the follow-up complaint filed on March 8, 2025 with the Better Business Bureau by consumer ******* ***** ******* This complaint was received by us on March 9, 2025.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** created a transaction without his knowledge and requested a refund.
  
  The aforementioned transaction ********* was created on January 19, 2025, and was completed within minutes on the intended mobile money account. The customer then contacted ********************** after the transaction was completed to request a refund, as he claimed that he did not make the transaction.

  We then have informed the customer that the transaction is now completed and we can no longer process a refund. Instead, we have tried to recover the funds by asking our partner in ***** to process a recall/reversal. However, they have confirmed they are no longer able to complete the request as the funds were already withdrawn by the recipient.
  
  We then informed the customer that anyone on ********************** could not create any transaction for our customers, as the transactions could only be created on the application, and we do not store their passwords. The customer still insisted that he did not create the transaction. We then informed the customer of the several possibilities of how this happened but declined our explanation.
  
  Alternatively, the customer may check with his bank and seek assistance if they could still recover his funds.
  
  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23039745
  
  I am rejecting this response because:

        The unauthorized transaction in question was reported to WorldRemit as soon as it appeared on my screen, but WorldRemit did not reach out to their local Kenyan correspondent until days later, when it was clearly too late to recover the amount that was fraudulently sent.
        Accessing the WorldRemit app on my phone requires facial authentication and no one else could have approved the transaction, so the fraud occurred within the WorldRemit systems.
        Reviewed the transaction with my bank (***************) and they only saw a transaction request coming from WorldRemit (not from any particular individual) and therefore instructed me to recover the fraudulently sent amounts from WorldRemit since it initiated the transaction
        A representative in WorldRemits fraud compliance operations informed me that before this fraudulent transaction, there were a few other failed attempts to send money from my account (most likely initiated by the same individual) and when I asked why, I was not promptly notified of the previously failed attempts so that I could have secured my account, he had no immediate answers but just mentioned that they were investigating the situation

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

  Business Response

  Date: 03/25/2025

  A good day.

  The transaction was completed within minutes and the customer contacted after couple of hours it was completed. When the customer contacted and reported the matter, we have checked with our partner to process a reversal. Yet, it failed, since the funds were already withrawn by the recipient.
  
  WorldRemit only process transactions as instructed by the application. WorldRemit employees do not have access on the customer's password and we are not able to process transactions in behalf of the customer. 
  
  ********************** tried to recover the funds, yet it is no longer possible since the funds were already withdrawn. WorldRemit do not have hold on what happen on the customer's device.
  
  **********************'s compliance team do not take phone calls. They only cater request from the representatives through email or our communication tool. We confirm that yes, there were transactions created before the completed transaction. However, It did not go through due to some error on the banking side and not on WorldRemit side. Hence, there were no notification sent to the customer.
  

  Regards,

  ******

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23039745
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/26/2025

  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.

  January -14-2025 ****** dollars They need to reverse the money to the bank account and they refused to deposit the money back

  Business Response

  Date: 03/04/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******** F *****

  This letter is in response to the complaint filed by consumer ******** F ***** with the Better Business Bureau on February 26, 2025. 

  The transaction in question, amounting to $1,006.00 (********* GHS), was successfully processed but later reported to have been sent to an incorrect number.

  Once a transaction is successfully completed, we are unable to process a cancellation. However, we offered to initiate a reversal process, which Ms. ***** accepted. We advised her that the typical timeframe for reversals is up to 30 days, with no assurance of success. Unfortunately, the reversal request was rejected on February 20, 2025. Ms. ***** provided a reference number (***********) from ***, and we sent a follow-up email to our partner with this reference. As of March 4, 2025, our merchant partner confirmed that the reversal process has been fully exhausted and formally declined.

  We regret that we were unable to retrieve the funds and cannot process a refund for this transaction. We emphasize the importance of thoroughly checking transaction details before confirming, as changes cannot be made once a transaction is processed. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 03/11/2025

  Thank you for considering the complaint I filed against world remit (send wave) on the 2/26/25 with case ID ******** in regards to a refund of $1,006 that I am due.

   

  According to *** in *****, the money is reversed back to world remit (send wave) right after the transaction was cancelled. *** gave me a reversal reference number of *********** and stated that the next step is for world remit (send wave) and IT consortium (an affiliate of send wave located in *****) to issue the refund to me.

   

  In regards to this, I consented my brother (***** *.) to contact IT Consortium. IT consortium responded with an email that they can help if I file a refund with world remit (send wave) of which I have done so see attached for the emails.

   

  In researching this process of refund/reversal of funds process with world remit/send wave, the workers at *** in ***** are even surprised that I still havent received the my refund/reversal.

   

  Again, the $1,006 has been reversed to world remit (send wave). Please issue this refund back to me. 

   

  Sincerely,

  ******** F *****

  Business Response

  Date: 03/27/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******** F *****

  This letter is in response to the complaint filed by ******** F. ***** on February 26, 2025, regarding a reversal issue. We understand the customer's frustration and appreciate the opportunity to provide clarification and demonstrate our commitment to resolving this matter.

  *** ******* complaint centered on a discrepancy between our initial response and the information she provided, specifically the *** Ghana reversal ID ***********. This ID confirmed that funds had been reversed to Sendwave, contradicting our initial statement that the reversal request was rejected by our merchant partner.

  Our initial response was based on the information available to us at that time. We acknowledge that this data was incomplete and ultimately inaccurate. We recognize the importance of providing accurate information to our customers and deeply regret any inconvenience caused by this initial misstatement.

  Upon receiving *** ******* documentation, we immediately initiated a secondary, escalated review with our merchant partner. This review specifically focused on the *** Ghana reversal ID and the supporting documents provided by the customer. We requested a thorough re-evaluation of the reversal status, emphasizing the verifiable evidence provided by *** *****.

  Following this expedited review, we received confirmation from our merchant partner that the funds were indeed reversed to Sendwave. Consequently, we have processed a full refund for *** ******* transaction, and proof of refund has been attached to this email. The processing time for the refund to reflect in her account may vary between 3-5 business days, depending on her banks internal processing timelines.

  Sincerely,

  Rejekka C.

  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 03/27/2025

   
  Better Business Bureau:
  
  Sendwave (aka World Remit) has agreed to issue a full refund of $1,006.00 (USD) back to the **** card used for the transaction (**** card ending in 3693). I look forward to receive the refund. As soon as received, I will come back here and write a confirmation note. Many thanks to ************************** for your honesty and support.

  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: (************************************)

• Initial Complaint

  Date:02/13/2025

  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.

  I set out to exchange $1,000 to Naira on Worldremit on 02/13/2025. The special rate I got when initiating the transfer was 1555 per dollar. At the point of payment my card on the app had expired and I needed to input a new card, that took a while and I had to finish other household tasks before coming back to it. Once I opened the app, it didn't refresh like I was starting a new transaction. I put in my card details as requested and transaction went through only for me to see the rate was 1540 per dollar. Why won't Worldremit show an alert to let me know the rate had changed from the original one they showed me when I was initiating my transaction? I tried to cancel immediately, but Worldremit literally deposited the naira within seconds and I have been calling them to refund me. Why will I exchange at 1540 /$ when other apps have better rates? I initiated the transfer because I thought the special rate was manageable. I tried to explain to two Worldremit customer representatives I spoke to over the phone that they should pay me the difference or refund ny money because it's their fault. They said they can't do anything. The first ****** offered me a code to waive fees for my next transaction, I don't pay fees for exchange, so the code is useless. Please repay my ****** or refund my money. I am not touching the naira deposit until Worldremit does the needful. And calling them is not that easy. I was on hold for a very long time before I could speak to a representative. I plan to dispute the transaction with my bank if Worldremit doesn't pay me my full money. Thanks.

  Business Response

  Date: 02/22/2025

  February 22, 2025
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ******** - **** *****

  This letter is in response to the follow-up complaint filed on February 13, 2025 with the Better Business Bureau by consumer **** *****. This complaint was received by us on February 14, 2025.

  We have researched the nature of the complaint. The customer has alleged that ********************** did not notify him of the changes on the exchange rates.

  The customer created a transaction on February 13, 2025 to his own account in *******, which was completed in minutes.

  As the customer mentioned, he tried to create the transaction, but at some point his card was declined. So the customer did his priorities, then later on completed the transaction without knowing that the exchange rate was updated.

  WorldRemit does not have a hold on the fluctuation of the exchange rate, as this is uncontrollable, depending on the demand of currency. Also, according to our terms and conditions under the United States on page 16 1.10 Fees and Exchange Rates. When using our *********************** you agree to pay our Fees and any Exchange Rates that may apply. You may have to pay other charges (e.g., taxes or a charge your bank requires for making a money transfer) related to your use of our Services, which are outside of our control and not charged by us. Based on your Transfer request we may need to convert the currency of the money you transfer. This could happen when you send money to a Recipient in a different country. Before you complete a Transfer, we will inform you of: (a) the total amount you will pay for the Transfer (including the amount of money you request to transfer plus our Fees) among other items required by applicable law; and (b) any Exchange Rate that may apply (note that Exchange Rates may change depending on how long you take to complete a Transfer, in which case the latest applicable Exchange Rate will be provided). There is a difference between the Exchange Rate we buy currency at and the Exchange Rate we provide to you, and we usually make money from this difference. There may be additional charges or taxes imposed by a third party that are outside of our control. Our Fees and Exchange Rates can change at any time without notice to you.
  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.

  Sincerely,
  
  ******

  Customer Answer

  Date: 02/22/2025

   
  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,
  
  **** *****

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising 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.

  I have had a World Remit account for many years without issue. Recently I saw on my bank statement a transaction that I had not made. When I went to login to World Remit to see what transaction it was the app would not let me login in and stated that my account had been deactivated and to check my email for the reason why. I had no email and called WR. The first rep created a dispute based on my facts and said someone would be in contact with updates. A week later I called back as no one had come back to me. It took over an hour to get to a Customer *** who then quickly hung up on / disconnected the call in the middle of the call. I still dont know exactly where my money went why my account was deactivated and what resolution is available as to both the unauthorized/ fraudulent transaction and reasons behind my account deactivation.

  Business Response

  Date: 01/15/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: She Tanita Gandidze

  This letter is in response to the complaint filed by consumer She Tanita Gandidze with the Better Business Bureau on January 9, 2025. 

  We would like to extend our sincere apologies for any inconvenience caused by the lack of communication from our dedicated department regarding the escalated case of the customer. We value our customers and are committed to improving our services. Please rest assured that we will escalate this issue internally to ensure better communication in the future.

  The customer reported an unauthorized transaction that resulted in a deduction from their statement without their initiation. Upon noticing this unauthorized charge, they attempted to log into the WorldRemit app, only to discover that their account had been deactivated.

  Our review team conducted a thorough examination of the customers account, leading to the decision to deactivate it. This action was taken with the utmost consideration for the security of both our services and our customers.

  To proceed with the customers claim, we kindly request a copy of their bank statement in PDF format (not a screenshot from online banking) to verify the unauthorized charge and identify the specific transaction being disputed.

  Additionally, we have initiated an appeal with our review team regarding the customers account status and will closely monitor any progress. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit

• Initial Complaint

  Date:01/07/2025

  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.

  Business forces you to close your account by calling their phone number. Their customer service line never goes through, therefore you cannot close my account. I want my account closed.

  Business Response

  Date: 01/15/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ***** ******

  This letter is in response to the complaint filed by consumer ***** ****** with the Better Business Bureau on January 7, 2025. 

  We are writing to provide an update regarding the account deletion request submitted by the customer. The request has been processed, and the account has been successfully deleted as per the customer's instructions. A confirmation email has been sent to the customer to acknowledge this action.

  We take our commitment to customer service seriously and appreciate the opportunity to have served this customer. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit 

  Customer Answer

  Date: 01/18/2025

   
  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,
  
  ***** ******