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:02/05/2024

  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 authorized a transfer of $100.00 USD through World remit to my husband in ******* into his USD account at *********** on January 16th ****. The money never got put into the account. I have called daily inquiring about the money and finally asked for a refund on January 22 ****. I have been given many different excuses such as power outages. I have been told *********** has not answered emails and hasn't sent the money back. I have been told the situation has been elevated on several occasions and that emails have been sent on a couple occasions. I have been told that the money will be put back into my account on three different occasions. My husband has gone to *********** in ******* and they have told him that the money was sent back to World remit on January 16th **** because World remit cancelled the transaction that same day. The transaction was never cancelled by me until January 22 when the money had still not been given to the recipient. Today is February 5th and I have still not received the money back and I have called almost daily, waiting on hold for very long periods of time and nothing has been done.

  Business Response

  Date: 02/14/2024

  February 14, ****
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  This letter is in response to the complaint filed on 2/5/**** with the Better Business Bureau by **********************************. This complaint was received by us on 2/6/****.
  
  We wanted to provide you with an update regarding the customer complaint concerning transaction *********, where the customer has been seeking a refund.
  
  Upon conducting a thorough investigation, we discovered that the transaction experienced a delay due to a technical issue faced by our local partner. In light of the circumstances, the customer opted to cancel the transaction. However, there was a subsequent delay in initiating the refund, as we were awaiting confirmation from our local partner regarding the rejection status of the transaction.
  
  We are pleased to inform you that on February 7, ****, we received confirmation from our local partner that the transaction has been successfully reversed. Consequently, we promptly processed the cancellation on the same day and initiated the refund.
  
  We can confirm that the refund was successful. 
  
  ***: 74793384038002400576084
  
  The customer can contact your bank and ask to speak to the department dealing with chargebacks, disputed payments, refunds, or claims. Then quote the *** number - this bank department will be able to trace the refund through the *** number. They should be able to help you and tell where the refund is - from our experience, this should resolve the issue.
  
  We understand the importance of a swift resolution and apologize for any inconvenience caused during this process.
  
  If the customer have any further questions or concerns, please feel free to reach out to us.

   

  Kind Regards,

   

  Jowe

  Business Response

  Date: 02/14/2024

  February 14, ****
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  

  I would like to extend my sincere apologies for a mistake made in my previous email regarding the customer's name. I recognize the importance of accuracy in our communication and understand that such errors can be confusing and inconvenient.
  Kindly disregard the previous email, as it contains inaccuracies regarding the customer's name. Please consider this email as the correct and updated version.

  
  This letter is in response to the complaint filed on 2/5/**** with the Better Business Bureau by ******************************. This complaint was received by us on 2/6/****.
  
  We wanted to provide you with an update regarding the customer complaint concerning transaction *********, where the customer has been seeking a refund.
  
  Upon conducting a thorough investigation, we discovered that the transaction experienced a delay due to a technical issue faced by our local partner. In light of the circumstances, the customer opted to cancel the transaction. However, there was a subsequent delay in initiating the refund, as we were awaiting confirmation from our local partner regarding the rejection status of the transaction.
  
  I am pleased to inform you that on February 7, ****, we received confirmation from our local partner that the transaction has been successfully reversed. Consequently, we promptly processed the cancellation on the same day and initiated the refund. The customer should expect to receive the funds within the next 3 working days after it has been cancelled.
  
  We can confirm that the refund was successful. 
  
  ***: 74793384038002400576084
  
  The customer can contact your bank and ask to speak to the department dealing with chargebacks, disputed payments, refunds, or claims. Then quote the *** number - this bank department will be able to trace the refund through the *** number. They should be able to help you and tell where the refund is - from our experience, this should resolve the issue.
  
  We understand the importance of a swift resolution and apologize for any inconvenience caused during this process.
  
  If the customer have any further questions or concerns, please feel free to reach out to us.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 02/15/2024

   
  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:02/01/2024

  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 was a victim of a data breach of my WorldRemit account on January 4th, 2024, in which an unauthorized individual gained access to my account, social engineered their way through WorldRemits customer service department and made changes to my account. The unauthorized individual not only gained access to my personal information, but installed a fraudulent payment card on my account and used that to perform a fraudulent transaction in my name; transferring $1000 to a foreign country using my WorldRemit account details.I discovered the data breach on Thursday, January 4th, 2024 between 10.25am - 10.40am (CST). Within that same time period, I received automated emails from WorldRemit stating material changes were made to my account and a financial transaction was conducted.WorldRemit refused to acknowledge the incident, only after several calls to their customer service and emails to their fraud team did they finally email respond on January 11th, 2024 stating it appeared someone had compromised my account', yet they refuse to share any further details even when I presented evidence to them.Since then, I have invested significant time, energy and resources; even money, on this matter in order to take measures to protect myself from the impact and damages of the identity theft and fraud that occurred on my WorldRemit account. These measures include; filing of a police report, filing of an FTC Identity Theft report, formally requesting credit report freezes and fraud alerts with the Credit Bureaus, paying for online identity theft monitoring services, pursuing legal consultation services, and more.Yet till this day, WorldRemit has still refused to acknowledge their fault in this incident - their gross negligence in the handling of my personal data, their failure to prevent nor timely disclose the data breach, their deceptive practices and inadequate account access/data security policies - all which led to the compromise of my private data.

  Business Response

  Date: 02/08/2024

  Hi ********,
  
  This is to acknowledge receipt of your email.

  Please be advise that we are currently coordinating with our Fraud team and data privacy team on this incident. The investigation is still ongoing and we would like to ask for ample time to  investigate further and provide clear explanation on the result of our investigation.
  
  We are hoping for your kind consideration.

  Regards,
  ******

   

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21230188
  
  I am rejecting this response because:
  

  I find it highly disingenuous this response from ****** (WorldRemit), and this continues to highlight the need for serious legal action(s) to be taken against WorldRemit. There continues to be a significant lack of accountability from the WorldRemit team to take ownership of the gross negligence that occurred in the organization; with the handling of my WorldRemit account data and personal information, that led to this January 4th data breach;
  - The WorldRemit fraud team was made aware of this incident on January 4th when it was initially reported to your customer service team via phone on a ******************************* line.
  
  - There is documented evidence, following emails (attached) from two individuals on the WorldRemit fraud team - ***** and ****** - on both January 11th, 2024 and January 15th, 2024 respectively - indicating that they were well aware of the issue and had done investigation - yet your fraud team refused to provide any details on key questions asked, such as;
  

  1. How did an unauthorized individual gain access to my WorldRemit account and from where exactly - for example, based on a previous email from WorldRemit to customers on December 4th, 2023 it stated "sending money through the WorldRemit.com website will no longer be possible from 3 January 2024" - yet the fraud team stated said in their statement that the WorldRemit website was used.
  

  2. WorldRemit customer service clearly was contacted by the unauthorized individual (there is documented evidence of that), the WorldRemit fraud team should have access to those call logs to audit and much more information to determine how that individual was able to get through the WorldRemit customer service and coerce them to make changes to my account - as it demonstrates there are clearly lapses in the security practices of WorldRemit. Why was WorldRemit's customer service compromised in this incident?
  

  3. WorldRemit approved a fraudulent transaction to a bank account in a foreign country in which even the transaction details (shown in the document shared with the WorldRemit fraud team) are inaccurate - demonstrates sheer negligence from WorldRemit, among other things. Why could WorldRemit not even verify that the recipient transaction details provided by the unauthorized individual were false.
  

  All the WorldRemit fraud team could tell me was to go contact my bank and contact the local police, while the fraud team continued to absolve the WorldRemit organization of any wrong. Utterly disappointing. 
  

  And hence, ******* statement, from WorldRemit, stating the investigation is still ongoing and we would like to ask for ample time to  investigate further is very weak; especially when WorldRemit has known about this incident for well over a month now and is still asking for time to investigate a data breach and answer simple questions as to what exactly transpired on the WorldRemit end that led to this data breach occurring. This goes to show the deceptive practices going on at WorldRemit.
  

   

   

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

  Business Response

  Date: 02/28/2024

  February 28, 2024
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *************** Olorundare
  
  This letter is in response to the follow-up complaint filed on February 01, 2024 with the Better Business Bureau by consumer *************** Olorundare. This complaint was received by us on  February 01, 2024.

  The customer alleged that **********************. had negligence in keeping the account secured, which led to some data breaches of the customer's personal information.

   We looked into the attached complaint and after thorough investigation by our Technology and Data Privacy teams, have concluded that there was no breach of the WorldRemit systems or security measures, and that this appears to be an instance of third-party fraud. We advise our customers on how to keep their accounts safe and secure from third-party fraud, as can be found in our terms and conditions (**************************************************************************) under section 8.
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/11/2024

  Below is my response to the last note from WorldRemit on February 28th, 2024
  

   

  ******, 

  
  We looked into the attached complaint and after thorough investigation by our Technology and Data Privacy teams, have concluded that there was no breach of the WorldRemit systems or security measures
  

  I read your response to be rather hollow with no substance - as it is the same blanket generic statement you provided not just here, on BBB, but other places as well (such as to the ************************************* where similar complaints were made against your organization regarding this incident.
  

  - In my initial BBB complaint, documentation and evidence were provided to support my continued claim that there was gross negligence by your organization in the handling of both my personal information and data that led to the data breach on my WorldRemit account on January 4th, 2024; 
     - An incident your organization continues to refute, despite the rather overwhelming evidence provided - some of which came, via email, from your own organization. Yet in your response you provide no evidence of the sort to support your statement, rather you go on to say this appears to be an instance of third-party fraud. In addition, multiple questions were posed to you and your WorldRemit in my previous BBB response, none of which you have addressed.
  

  In summary, I reject this response from your organization. At this point it is almost certain that legal action(s) has to be sought against WorldRemit in order to compel your organization to be forthcoming on the details of the reported incident - for you to provide answers to the questions posed to your team in my previous response(s), and for your organization to take accountability for the lapses in its security practices (of which your customer service team was in fact involved) that led to the compromise of my data during the incident of January 4th, 2024.

  As a footnote, I find it very strange that one of your executives would be emailing me personally; asking to discuss this incident, if there wasn't more to the matter surrounding the issue - rather than them going through the formal BBB channels that had been established here.
  

• Initial Complaint

  Date:01/31/2024

  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.

  on ********************************************************************************************************* to receive the money i would have to register on your app, which i did. i put in my id and everything that was needed, from then on it was always give and take. He said I had to make these transactions so that he could then reimburse me the amount from ******** When I go to my account, I see that the money has been transferred to an account in *****, with my personal details. I don't have, nor have I ever had, an account in *****, and I don't know where it is.Name: ********************************** Phone: ************** date of transation: 29november last 4 numbers of credit card: **** can you please help me, they are fraud and all the time they are asking for new credit card.I asked for reimbursement but worldremit told me that they weren't able to do nothing, even after confirmed that it was a fraud.. I can not understanding, the money should be on my worldremit account.. they stole me ****, they hacked into my account and transferred the money from my account to someone I have no idea who they are

  Business Response

  Date: 02/07/2024

  February 7, 2024
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  This letter is in response to the complaint filed on 1/31/2023 with the Better Business Bureau by **********************************. This complaint was received by us on 2/1/2024.
  
  We have researched the nature of this complaint filed by the customer regarding six transactions in which she has confirmed falling victim to a scam.
  
  Upon thorough investigation, we have examined the nature of the complaint related to six transactions and confirmed being a victim of a scam. The customer is from ******** who was advised to send money to ***** under her name with a ****** mobile money number. It is crucial to note that, after careful consideration and examination, we want to emphasize that WorldRemit cannot be held liable for the aforementioned scam incidents as these transactions were authorized by the customer.
  
  While we empathize with the customer's situation and understand the distress caused by such incidents, we would like to remind all our customers to remain vigilant and adhere to security measures outlined in our terms and conditions. Our team is dedicated to ensuring the highest level of security for our users, and we continuously strive to implement measures to prevent fraudulent activities.
  
  Moreover, we already reported this to our fraud team and did the necessary actions. Also we strongly recommend that the customer to initiate a dispute with their bank regarding this incident.

  If you have any questions or concerns regarding this matter, please let us know.

   

  Kind Regards,

  Jowe

   

• Initial Complaint

  Date:01/24/2024

  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 sent money to the wrong person while visiting ******** on December 13th 2023. I was able to call Airtel (Airtel, phone company in ********) and let them know. I spoke to the manager and she guaranteed me that she blocked the money not yo go the wrong person. She said all she wants is a letter or email from Remit World to released the money back to them. I have been calling remit world since December 13th 2023 about this issue. I keep getting the same answer as it will take ***** hours to get back to me. I dont hear from them. It was a $100. Please help get my money back. Thank you

  Business Response

  Date: 01/25/2024

  Hi,

  A good day,

  We looked into the reported issue. We are unable to access any accounts linked to the customer information, nevertheless. In order to investigate this further, we would like to know the transaction number in question.

  Regards,

  ******

   

  
  

• Initial Complaint

  Date:01/15/2024

  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.

  The company did not complete a money transfer as agreed. No resolution offered.

  Business Response

  Date: 01/18/2024

  January 18, ****
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  
  RE: Consumer Complaint ******** - ********************* ****
  
  
  This letter is in response to the follow-up complaint filed on January 15, ****, with the Better Business Bureau by consumer ********************* ****. This complaint was received by us on January 16, ****. 
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer, or instead of the successful completion of the consumer's money transfer provide a refund in full upon request. The consumer follow-up their complaint that they have still not been refunded for their unsuccessful money transfer and have requested a refund in full. 
  
  
  The refund associated with the consumer's unsuccessful money transfer was delayed due to operational issues experienced with WorldRemit's payout partner located in ********. 
  
  
  Since the operational issue has not yet been resolved, WorldRemit and our pay-out partner decided to proceed with a manual refund rather than waiting for the operational issue to be resolved. WorldRemit manually refunded the consumer in full for their unsuccessful money transfer. This refund was made to the payment method which the consumer used to initially create their money transfer. As the consumer's money transfer was manually refunded on January 16, ****, and refunded money transfer can take up to three working days to be returned to a consumer's available account balance, these funds should be available in the consumer's account balance no later than January 19, ****.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  Compliance Analyst
  WorldRemit

  Customer Answer

  Date: 01/21/2024

   
  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:01/14/2024

  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.

  On November 17, 2023, I sent $100 to one ********************************* and later canceled the transaction (*********).I called customer service of ********************** sevetal times and was promised a refund. Till now no refund has been received.This is theft. I am requesting assistance from BBB for a refund Thank you

  Business Response

  Date: 01/22/2024

  This letter is in response to **************************'s Better Business Bureau complaint filed on January 14, 2024. 

  Although it should have been immediately available, the recipient attempted to collect on November 21st without success. Typically, for cash pick-up transactions, the payment is temporarily locked after an attempted collection and usually unlocks after a few minutes. However, in this case, there seems to be a possibility of intermittent connectivity issues.
  
  We have escalated and contacted our local partner, ************ who confirmed recently that they have now unlocked the transaction. In accordance with the customer's request, we completed the cancellation on January 19th. Refunds are typically processed within two to three business days, so please verify your balance to ensure the credited amount.
  
  We understand the importance of each transaction and please keep in mind that this technical issue was uncontrollable and completely unforeseen, and we had no intention of delaying our customer's money transfers.
  
  We sincerely apologize for any inconvenience caused, and please let us know if there is anything further we can do for you.
  
  Kind regards,
  
  *******
  
  

   

   

• Initial Complaint

  Date:01/13/2024

  Type:Order 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.

  Im trying to send money to my family in ****** and this is the third time a money sending company denied me with this service and there is not reason for that only a denial of services to a consumer I need the help of the BBB to stop this unethical practices put in practice by the sending money companies against the consumers

  Business Response

  Date: 01/15/2024

  January 15, ****
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 1/13/**** with the Better Business Bureau by . This complaint was received by us on 1/14/****.
  
  Below are the details of the customer's issue and what was the resolution:
  
  On January 13, ****, when we received this transaction.
  
  As a financially regulated company, our reviews team is responsible for reviewing all accounts and transactions. After the review was completed, it was determined that the transaction did not meet the requirements for approval; as a result, it was cancelled. 
  
  This is also stated in our Terms and conditions that can be found found here: **************************************************************************  , under  statement:
  
  5. Our rights to refuse, cancel, suspend or delay our services  
  
  The customer's account is still open and they can still make transaction, but they will still be reviewed.
  
  Lastly, to protect the integrity of our policies and procedures, we won't be able to divulge such information due to privacy and security policy we follow to conduct the business.
  
  Please let us know if you have further questions.

   

  Kind Regards,

  Jowe

  
  

• Initial Complaint

  Date:01/04/2024

  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.

  My name is *****************************. On Oct. 17th, 2023, I sent $1000 money via World Remit, and by Oct. 18th, I saw that the transaction never went through. Therefore, as a result, I canceled the transaction on Oct. 18th, and World Remit promised to refund the money back to my account to date, but no refund has been received by my bank. Please investigation world remit and let them refund my money back.Thanks for your continued support *****************************

  Business Response

  Date: 01/11/2024

  This letter is in response to *************************************** Better Business Bureau complaint filed on January 4, 2024. 

  
  We researched the nature of this complaint and determined that it is related to the bank account transfer ********* to *******, which was created on October 18, 2023 and was temporarily held for identity verification. **************** appeared to have uploaded her driver's license, and while our standard period for identity checks is 24 to 48 hours, she had already requested a cancellation on the same day.
  
  Please also note that when the transaction was placed, a request for funds was sent to her bank / card issuer. They then reserved the funds for us to collect. We call this a pre-authorisation. When the transaction was cancelled, we also cancelled the request for funds. Typically, the funds should be available again within 1-7 working days.
  
  If the money is not back on her account, then **************** may contact the ************************ of the bank / card issuer (usually the number on the back of your card). They will be able to help her with more information, including the date when the funds will be available and if they request further confirmation from us before they release the funds back to her account then the attached form will serve as proof that WorldRemit has not taken any funds.
  
  Should you need anything else from us, please let us know.
  
  Sincerely, 
  
  *******
  
  

   

  Customer Answer

  Date: 01/11/2024

  My bank claimed that they did not receive any refund back from World remit. So they need to refund me back 

  Business Response

  Date: 01/29/2024

  January 29, 2024
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****

   

  After speaking with the customer, we learned that she sent her bank the preauthorization void form and is currently awaiting word on whether or not they were able to locate the monies.
  
  Additionally, we instructed the client to send us a bank statement for **************** to review in the event that the bank is still unable to locate the funds.

   

  Kind Regards,

  Jowe

  Customer Answer

  Date: 01/29/2024

   
  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:01/03/2024

  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.

  World Remit is an international money transfer company. I am a customer to this company. ********************** keeps on lying about money transfer transaction by claiming a money sent to a recipient had been paid into the persons bank account when in the actual fact, the money has not been deposited in the recipients account. Last year I had to settle one of such cases with them which they blame it on their local partners. About a week or 2, World Remit paid my recipient. Just on January 1st, ****, I sent money to my boy; $1000.00 in 2 transactions; Transaction 1: *********; transaction 2: ********* in the amount of $600.00 and $400.00 respectively. He is a second year University Student who needs the money to pay for his academic fees and miscellaneous.First email came from world Remit to confirm that both transactions are on their way to the recipient, *************************** ***** in *****. Later on, a second email came to confirm that both moneys have arrived in *************************** *********** account. Later the recipient called me to send him the money the academic fees. That was January 2nd, ****.I was perplexed because I knew I had already sent the money and world remit has assured me with an email message that the money is in his bank account.I called ********************** on the January 2nd, **** and conveyed the recipient message to of having no money deposited in his bank account. ********************** told me to get the bank statement of Master *************************** ***** and send it through ****************************************** to them. I did as they said and sent it through that email to them, at **** this morning. I waited for hours hoping to get an email, however, nothing came. I then followed it with a call and I was told to wait for 24 hours and that world remit is sending an email to its local partners in ***** and that they will send an email to confirm the arrival of the money. I have waited till this time but no email has been sent. I dont trust them so I decided to file a complaint.

  Customer Answer

  Date: 01/04/2024

  The Recipient *************************** ***** sent me an email message to inform me that the the money has been deposited in his account. 
  For **********************, I have not received any email message from them informing me of any money payment to my Recipients account.

  thanks for your co-operation.

  Business Response

  Date: 01/10/2024

  January 10, ****
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *************************
  
  This letter is in response to the follow-up complaint filed on January 04,**** with the Better Business Bureau by consumer *************************. This complaint was received by us on January 04, ****.

  The customer alleged that **********************. lied and did not process the transactions ********* and ********* going to *************************** ***** in *****.

  It appears that the transactions ********* and ********* were created on January 1, ****, and completed the following day. The consumer called, claiming no funds had been received; hence, we asked for the recipient's bank statement for further investigation and forwarded the information to our payout partner in *****.

  Our partner assured us and provided proof that they were able to complete the transfer. Please see the attached files for proof of deposits for the aforementioned transfers that the recipient can share with the bank.

  In the meantime should the consumer have further question regarding this issue, they may contact our **************** Department ***********************************************************watsbl*_ga*OTIzODY2ODUuMTY5MDM3NzQ1Nw..*_ga_JMDY11H0YJ*MTY5MzkzMzY0Mi4zNC4xLjE2OTM5MzM2ODIuMjAuMC4w or **************.
  
  
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/14/2024

  Thanks for allowing me. 
  I have seen my Recipient Michaels Statement but that is not only the issue raised.

  World Remit has done this twice to me. The first to my daughter, which took well over week if not two to settle it, and the second to my son. All boils down to the fact that World Remit lied for making payment to the recipients accounts earlier on (before the investigation was made) but, it turned out to be false.

  what was behind World Remits mind for the lie? Is it not for the fact that world Remit wanted to make illegal profit from his customers by lying to a number of them about payments to their account? It is likely a number of them could not call back and World Remit cash in on them?

  world Remit has every right to say that to let customers know that money transfer is in the process but, for World Remit to claim that, it had made payment to a bank account which has proven to be false in two consecutive times, it is a cause for concern. 
  I want to make it clear to World Remit that it owes me monetary compensation for such a gross dishonesty for two consecutive times. 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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.

  On the 21/12/3023 I used WorldRemit to send $AUD ****** (transaction number *********) and immediately the money was taken from my bank account and in less than 5 minutes I got an email telling me that they have technical issues and the money can't be transferred.They keep sending the same message which is system generated.By chat I contacted someone who told me the same, without any solution I have requested the cancellation and refund of the money. I only got an email confirming my request, but no more updates I have called them. But they only apologise for the inconvenience and don't give a specific solution to the problem I need the refund as soon as posible since I need to send money to my mother's medical support

  Business Response

  Date: 01/08/2024

  January 8, ****
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  RE: Consumer Complaint ******** - ***********************
  
  
  This letter is in response to the follow-up complaint filed on January 3, ****, with the Better Business Bureau by consumer ***********************. This complaint was received by us on January 4, ****. 
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer, or instead of the successful completion of the consumer's money transfer provide a refund in full upon request. The consumer follow-up their complaint that they have still not been refunded for their unsuccessful money transfer and have requested a refund in full. 
  
  
  The refund associated with the consumer's unsuccessful money transfer was delayed due to operational issues experienced with WorldRemit's payout partner located in ********. 
  
  
  Since the operational issue has not yet been resolved, WorldRemit and our pay-out partner decided to proceed with a manual refund rather than waiting for the operational issue to be resolved. WorldRemit manually refunded the consumer in full for their unsuccessful money transfer. This refund was made to the payment method which the consumer used to initially create their money transfer. As the consumer's money transfer was manually refunded on January 5, ****, and refunded money transfer can take up to three working days to be returned to a consumer's available account balance, these funds should be available in the consumer's account balance no later than January 10, 2023.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  Compliance Analyst
  WorldRemit