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:01/02/2024

  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.

  sent $353 last 12/15/23 per transfer # ******* the money is still not credited to the recipients account. I been calling since 12/18/23 and the answer is the same technical problems issues with their partner end. but this appt we paid around $4 dollars so the receipi can get the money in 2 hrs. called and chat with them so many times and Im just getting the same answer, And they are sending updates with the same message to wait 6hrs for update It has been long enough for them to resolve their issies I just want my money back to my account Thank you!

  Business Response

  Date: 01/07/2024

  This letter is in response to ****************************************** Better Business Bureau complaint filed on January 2, 2024. 
  
  We investigated the nature of this complaint and identified that it is related to the cash pick-up transaction ********* to ********, which was created on December 16th and should have been available immediately. We made every effort to complete your transaction as quickly as possible; however, we were informed that our local partner, Banco Davivienda, experienced intermittent technical issues, causing some transfers to be held up for an extended period of time while others were paid out promptly.
  
  It also appears that ******************** had already requested a cancellation, and our local partner recently confirmed that the transfer had been rejected, so we fulfilled the request and successfully returned the funds to her bank on January 4th. Refunds are usually completed within two to three business days, so please double-check the balance to see whether the amount has been credited.
  
  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:01/01/2024

  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 $300 plus $6.29 transfer fee ($306.29 total) on 12/23/23, with transaction number *********, but the money is still not credited to the recipients bank account. I have had series of chat with the customer service Agent and I'm just getting the same answer, that its due to technical issues at their partner end. And whenever they send updates, its another promotion about a chance to win $10 on my next transaction, as if the last transaction has been completed. At this point I feel like my money is been held hostage and deliberately. This was supposed to be processed in minutes and its been 2 weeks and counting.. if the transaction cant be completed, refund my money back to my debit card immediately. Thank you!

  Business Response

  Date: 01/05/2024

  This letter is in response to ****************** *********************** Better Business Bureau complaint filed on January 1, 2024. 

  We investigated the nature of this complaint and identified that it is related to the bank account transfer ********* to ******* created on December 23rd, which had a settlement processing time of minutes. We made every effort to complete your transactions as quickly as possible; however, we were advised that our local partner, ************ encountered intermittent technical issues, which caused some transfers to be held up for an extended period of time while others were paid within the settlement time. 
  
  It also appears that ********** had already requested a cancellation, and our local partner recently confirmed that the transfer has been rejected, so we fulfilled the request and successfully returned the funds to his bank on January 2nd. Refunds are usually completed within two to three business days, so please double-check the balance to see whether the amount has been credited.
  
  Please keep in mind that this technical issue was uncontrollable and completely unforeseen, and we had no intention of delaying or cancelling our customer's money transfers.
  
  We sincerely apologize for any inconvenience caused, and should you need anything else from us, please let us know.
  
  

  Regards,

  *******

• Initial Complaint

  Date:12/31/2023

  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 sent my Uncle $500 and he wasnt able to claim it. I want a refund and they are giving a hard time

  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 December 30, 2023, with the Better Business Bureau by consumer ***********************. This complaint was received by us on January 1, ****. 
  
  
  We have researched the nature of this complaint. The consumer has alleged WorldRemit has failed to successfully complete the consumer's recent WorldRemit money transfer, or instead of its successful completion provide the consumer a refund in full. 
  
  
  It appears that the collection of the consumer's cash pick-up money transfer was unsuccessful and requested to cancel the transfer. When the consumer requested to cancel the money transfer, the status was still locked by WorldRemit's pay-out partner in *******. WorldRemit notified the pay-out partner to unlock the transfer and reject it immediately to initiate the refund, however, our pay-out partner was unresponsive to the e-mails that WorldRemit sent. Since the pay-out partner was unresponsive to the e-mail, WorldRemit decided to contact them through a different communication method which was through call. WorldRemit contacted their hotline and escalation number, yet to no avail. 
  
  
  On January 05, ****, Our pay-out partner rejected the transfer successfully and the refund was processed. The consumer should receive the refund up to three working days from the day the refund was initiated which was on January 5, ****. 
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  Compliance Analyst
  WorldRemit

  Customer Answer

  Date: 01/08/2024

   
  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:12/25/2023

  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 my recipient as stated below money was not delivered to my recipient nor the company refunding me back my money they refused to refund my money back to me and also ignored all my communications with them via emails as stated below:*********************** From:***************** To:WorldRemit Support Cc:*******************************,******************************************,******************************************,****************************************** Mon, Nov 20 at 4:33 AM Hello,The above transaction was mistakenly sent to the Dollar account of the recipient instead of the ******** Naira Account, kindly please correct and re-sent back to the same Bank recipient Naira Account as stated below:Naira Account ******************************* *********** Account No: ********** Recipient Name and phone No: ******************************* Tel: ************** Thank you please let me and the recipient know when the money is paid.Regards ***************************** ************************************************************************************************************** Tel: *************** On Sunday, November 19, 2023 at 07:40:46 PM EST, WorldRemit Support <******************************************> wrote:Dear *******,Your transaction ********* has been cancelled because it was rejected by the local bank due to one of the following reason(s): The recipient has received more than the limit set by the bank (daily, monthly, etc). The recipients's account number provided is incomplete/incorrect. The recipient's name is incomplete. The recipient's account is dormant/inactive. The recipient's account is denominated in a different currency other than ******** Naira.Please have your recipient confirm the correct details and limits with their local bank to prevent delays for future transfers.Your payment will usually be refunded within 7 working days. Please visit our help pages for more information.Should you require any further assistance, please visit our FAQs.Best regards,WorldRemit **************** **************************************

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *****************************
  
  This letter is in response to the complaint filed on December 25, 2023 with the Better Business Bureau by *****************************. This complaint was received by us on January 9, 2024.
  
  We have researched the nature of the complaint. We discovered that the customer initiated a transaction on November 19, 2023, and was assigned the reference number *********. WorldRemit authorized the aforementioned transaction on the same day, however, our ******** partners had to reject the transaction because the recipient account was not denominated in NGN (******** Naira) currency. As a result, the funds were returned to WorldRemit and the transaction was canceled on November 20, 2023. This means that the customer has been refunded for the full amount of $ 40.
  
  Refunds typically settle within 2-3 working days, and please see the Acquirer Reference Number(ARN) below for confirmation of return.
  
  ARN: 74493983324700426893376
  
  Thank you and please let us know if you have any further questions.

  Regards,

  Lizter

• Initial Complaint

  Date:12/24/2023

  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 sent money to a recipient I've previously sent to before on 8th December 2023.The amount sent was 294 and I paid CAD$519.20 The transaction kept showing as 'local partner processing' for a while, so I got in touch with customer service on the app. I've contacted customer service 4 times and told the same scripted thing each time. I've received no updates from and requested a cancellation, was told I'd receive an email in 24 hours which never happened. Frustrated, would like my money back.

  Business Response

  Date: 01/01/2024

  This letter is in response to a Better Business Bureau complaint submitted by Ms. ****************************** on December 24, 2023.

  We investigated the nature of this complaint and discovered that it is related to the December 8th bank account transfer ********* to the **************, which had a standard settlement of one working day. We promptly sent the transaction to our local partner, but it appears that the transfer was delayed for a long time due to a possible intermittent technical issue with our local partner, which caused some transfers to be held up for an extended period while others were paid within the settlement time.
  
  It also shows that Ms. ****** had already requested a cancellation on December 14th so we forwarded this to our local partner but we were only able to confirm the reversal on December 25th; therefore, we returned the funds to her bank on the same day. Banks typically process refunds within seven business days, and the attached ARN will assist in tracking the refund with the bank.
  
  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 should you need anything else from us, please let us know.
  
  
  Sincerely,
  
  *******
  
  

  Customer Answer

  Date: 01/02/2024

   
  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,
  
  Mwelwa Chimya

• Initial Complaint

  Date:12/21/2023

  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 am writing this review to warn others about the terribly incompetent and fraudulent services provided by WorldRemit. I recently had an unauthorized charge of almost $2,000 taken from my account by **********************, a company I have never even heard of or signed up to use. When I discovered the charge, I immediately tried to contact WorldRemit's customer service to dispute the obvious fraud. However, I faced ridiculously long hold times only to eventually be hung up on over and over again without reaching a single customer service agent. It is simply unbelievable that a financial services company would have such useless and non-existent customer service when dealing with unauthorized charges and potential fraud.After many frustrating attempts to connect with an agent, it became clear WorldRemit does not care whatsoever about fraud claims or protecting their customers. I am now stuck fighting this charge alone during the holidays. It is clear WorldRemit enables fraud given the lack of response to unauthorized charges. I would warn all consumers to stay far away from using WorldRemit's services based on their proven incompetence and fraud enablement. No one should have to deal with the headaches I now face trying to recoup almost $2,000 lost to a shady financial services company right before Christmas. Save yourself the trouble and avoid this terrible company at all costs!

  Business Response

  Date: 12/25/2023

  This letter is in response to Ms. ************************ Better Business Bureau complaint filed on December 21, 2023. 
  
  We have reviewed this complaint; however, we weren't able to locate any WorldRemit accounts associated with the given information, so please provide ** with more details.
  
  *******************************
  **************************************************************************; 94124
  Daytime Phone: **************
  E-mail: *************************
  
  First 6 and Last 4 digit of card:
  Card Issuing Country:
  Type of Card:
  Amount:
  Date of Charge:
  
  Meanwhile, the customer may contact our relevant team at ******************************** so that we can look into this further.
  
  If you have any other questions, please let us know.
  
  
  Regards,
  
  *******
  
  

   

• Initial Complaint

  Date:12/20/2023

  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 $650 last 12/13/23 per transfer # ********* but the money is still not credited to the recipients bank account. *** called and chat with them so many times and Im just getting the same answer, that its due to technical issues at their partner end. And they are not sending updates in a timely manner. And whenever they send updates, its just the same scripted messages. Its supposed to be processed in minutes and now its been over 1 week that Im waiting. If they cant complete the transaction, *********** my money back to my account. Thank you!

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint ******** - *****************************
  
  This letter is in response to the complaint filed on December 20, 2023 with the Better Business Bureau by *****************************. This complaint was received by us on December 20, 2023.
  
  We have researched the nature of the complaint. The customer claimed that her transaction still had not been completed despite several interactions made with WorldRemit.
  
  Based on our investigation, we can confirm that the customer initiated a transaction on December 13, 2023, and was given a reference number of *********. The aforementioned transaction was delayed due to an operational issue encountered by our local partner in ***************.
  
  We acknowledge that the customer requested to cancel the transaction due to the significant delay which we were able to do on December 21, 2023. The customer should be able to receive her refund within 2-3 working days depending on the bank.
  
  Please accept our sincere apologies for the delay and any inconvenience caused by this unforeseeable issue and we appreciate the patience shown by the customer in this regard.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:12/18/2023

  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.

  Sent a transaction number ********* that failed over a month ago. They send me messages almost every day saying that I will have an update within 6 hours, but after 5 weeks, still nothing. Every time I call and speak with them they tell me its a technical difficulty that will be resolved soon. 5 weeks is a ridiculous amount of time to wait for a refund on a techical difficulty. They arent doing anything about the problem and dont care about resolving the issue

  Business Response

  Date: 12/22/2023

  This letter is in response to the Better Business Bureau complaint submitted by *************************************** on December 18, 2023.

  We investigated the nature of this complaint and identified that it is related to the bank account transfers ********* and ********* to ******** created on November 11th and December 3rd, which had a settlement processing time of minutes. We made every effort to complete the transactions as quickly as possible; however, we were advised that our local partner, Banco Davivienda, encountered intermittent technical issues, which caused some transfers to be held up for an extended period of time while others were paid within the settlement time. Please keep in mind that the customer was notified of the delay via SMS and email.
  
  It also appears that **************** had already requested a cancellation, and our local partner confirmed that the transfers did not go through, so we fulfilled the request and successfully returned the funds to his bank today, December 22nd. Refunds are usually completed within two to three business days, so please double-check the balance to see whether the amount has been credited.
  
  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 should you need anything else from us, please let us know.
  
  
  Sincerely,
  
  *******
  
  

   

   

• Initial Complaint

  Date:12/18/2023

  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.

  My world remit account its been closed without any explanation for it. Ive been used this app for almost 8 years and never had a problem

  Business Response

  Date: 12/20/2023

  December 20, 2023

  
  Better Business Bureau
  ************************************* 200
  *****, ** *****

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

  
  This letter is in response to the follow-up complaint filed on December 18, 2023, with the Better Business Bureau by consumer *****************************. This complaint was received by us on December 18, 2023. 

  
  We have researched the nature of the complaint. The customer claimed that ********************** had suspended her account. As a result, the customer wants her account reopened or an explanation of why their account was suspended.

  
  We discovered that the customer filed a chargeback with their bank regarding the transaction *********. As a standard operating protocol, we require closing the account to prohibit the customer from creating additional transactions with WorldRemit until the issue with the transaction for which they filed a chargeback is rectified.

  
  Since the customer seeks to regain access or have their account reopened, we immediately send them an email outlining the circumstances that led to the chargeback they lodged. Unfortunately, the request to reactivate the account was denied.

  
  We recommend that the customer review the email issued by our Fraud team and provide a detailed explanation so that we can expedite her request to reopen their account.

  
  Sincerely,

  
  *******************
  Compliance Analyst
  WorldRemit
  

  
  

• Initial Complaint

  Date:12/18/2023

  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 placed two transactions that supposed to be placed and finalized under 24h, I have not received any support from ***************** neither the money has arrived at the final destination. **************** closed the chat when I asked a written notification about the cancellations I placed and the predicted day that the money will be back to my account. She just closed my window blocking me from typing without any answers. She told me my transactions were cancelled on the 12/15 but the system says processing and I know it's a live automatic system. I have been using this platform for years. I need help getting my money back. I feel disrespected and stolen.

  Business Response

  Date: 12/20/2023

  December 20, 2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint ******** - *************************** *****
  
  This letter is in response to the follow-up complaint filed on December 18, 2023, with the Better Business Bureau by consumer *************************** *****. This complaint was received by us on December 18, 2023. 
  
  We have researched the nature of the complaint. The customer claimed that ********************** failed to successfully complete their money transfer, or in lieu of the successful completion of the consumers money transfer provide a refund in full upon request and that she was dissatisfied with the service she received.
  
  The reason why the money transfer was not delivered completely to the receivers account, is due to the compliance protocol that WorldRemits partner located in ****** conducted. Valid Governments ID was required to complete the money transfer. As stated in our Terms and Conditions Article 6. COLLECTION OF INFORMATION: 
  
  6.3 By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, requiring you to take steps to confirm ownership of your Payment Instruments or email address; or by verifying your information against third party databases; or through other sources.
  
  Since the consumer has requested to cancel the money transfer and asked for the full refund, we have initiated the refund for both money transfers that consumer created. Refund was initiated on December 19, 2023 and customer should expect to receive the refund up to three business days. 
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** at **************.
  
  Sincerely,
  
  *******************
  Compliance Analyst
  WorldRemit