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:12/17/2023

  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 used worldremit the money was never received by the recipient and I requested cancelation since December 8, 2023 and I spoke to the manager he said to give him 48 hours if the money wasn't deliver they will refund me the money. Now they are refusing to refund the money.

  Business Response

  Date: 12/21/2023

  This letter is in response to ************************************* Better Business Bureau complaint filed on December 17, 2023. 
  
  We investigated the nature of this complaint and identified that it is related to the bank account transfers *********, *********, *********, *********, *********, and ********* to ******** created on December 9th, which were meant to have an instant settlement processing time. Our system shows that the transactions were delayed due to an intermittent connectivity issue reported by our local partner, Banco Davivienda in ********, which caused certain transactions to be held up for an extended period of time.Please keep in mind that we informed the customer of the delay by SMS and email.
  
  Based on our further investigation, the customer has been sending funds to the same Bancolombia account, and the reason these transfers did not go through this time was because our system encountered internal issues/bugs that automatically switched the payment network to Banco Davivienda for some transactions only, despite the fact that the majority of transactions are paid to Bancolombia.
  
  It also appears that **************** had already requested a cancellation, and our local partner confirmed that the transfers had been rejected, so we fulfilled the request and successfully returned the funds to his bank on December 19th for all six transactions. 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 also 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: 12/22/2023

   
  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:12/17/2023

  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.

  On 12/8 i made a transfer through world remit in the amount of $500 and a fee of **** for a total of $50****. The transaction failed due to error on the recipient bank (Bancolombia was the intended recipient) but was sent to Davidienda. Transaction failed and a notice was sent to my email that 6 hours later, i should be refunded. It has been 8 days and their customer service representative has been hanging up on my calls or unable to resolve my issue.

  Business Response

  Date: 12/20/2023

  This letter is in response to ******************************* Better Business Bureau complaint filed on December 16, 2023. 
  
  We investigated the nature of this complaint and identified that it is related to the bank account transfer ********* to ******** created on December 8th, which had an instant settlement processing time. Our system indicates that there was a delay in completing the transaction due to a connectivity issue reported by our local partner in ********, which caused certain transactions to be held up for an extended period of time. Please keep in mind that we informed the customer of the delay by SMS and email.
  
  Based on our further investigation, the customer previously sent funds to the same Bancolombia account, and the additional reason why this did not go through this time was because our system encountered internal issues/bugs that automatically switched the payment networks/banks from Bancolombia to Banco Davivienda for some transactions only, despite the fact that the majority of transactions are being paid to the correct bank accounts.
  
  It also appears that ************** had already requested a cancellation, and our local partner confirmed that the transfer had been rejected, so we fulfilled the request and successfully returned the funds to his bank on December 18th. 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.
  
  
  Sincerely,
  
  *******
  
  

   

   

• Initial Complaint

  Date:12/17/2023

  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.

  On Dec 6 I did a transfer to ******** for ******** including the fee. The transfer failed and was told it was due to a technical issue from the local partner. When I asked if it was just that specific bank or all the banks in the country they assured me it was ALL the banks. We called the bank and they told us there was no issue in receiving international funds so the issue had to be WorldRemitly. I sent funds to THAT SPECIFIC bank yesterday, to my personal account and IT WENT THROUGH. I tried sending a larger amount and AGAIN, it failed and they told me the exact thing. I called my bank and they told me theres not even a transaction from them. They cant cancel or modify so now I have about 5k in the air. Theyre not providing a solution and Im stuck with a car debt being financially affected by this. Its been 10 days since the first transaction hasnt even been processed. I need a solution asap with these transactions.

  Business Response

  Date: 12/21/2023

  This letter is in response to Ms. ***** Sthefanya ******* Better Business Bureau complaint filed on December 16, 2023. 

  We investigated the nature of this complaint and identified that it is related to the bank account transfers ********* and ********* to ******** created on December 7th and 16th, 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, 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 had been rejected, so we fulfilled the request and successfully returned the funds to her bank today, December 21st. 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:12/15/2023

  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 initiated a transfer on November 7, 2023, for $520.00 to a relative in ********, SAtransaction number *********. I have followed up several times through chat and, most recently, via phone call. The last two times I spoke with their representatives, **** and ***. My case number is ********. They explained that the operations team is working to fix a problem with the ********* Agency to fulfill the transfers. Unfortunately, the issue persists after 37 days. I asked for the timeline to get my money returned, and they would not give a definitive answer- approximately 24/48 hours. They assured me that I would get a resolution soon. I no longer feel confident since they are unable to provide policy on a timeline of how much longer I would have to wait until I would get my money returned.

  Customer Answer

  Date: 12/19/2023

  Update on the transfer which just says its delayed it now been 6 weeks of a delay without any resolution. 

  Customer Answer

  Date: 12/19/2023

  Update on the transfer which just says its delayed it now been 6 weeks of a delay without any resolution. 

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ***************************
  
  This letter is in response to the complaint filed on December 15, 2023 with the Better Business Bureau by ***************************. This complaint was received by us on December 16, 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, and with this, she requested to be refunded as soon as possible.
  
  Based on our investigation, we can confirm that the customer initiated a transaction on November 7, 2023, and was given a reference number of *********. The aforementioned transaction was delayed due to an ongoing 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

  Customer Answer

  Date: 12/27/2023

  Although the status appears to state that I will be refunded, I still am waiting for it to be deposited into my account. I called my bank, and they have not received a refund from Worldremit. 

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21011047
  
  I am rejecting this response because:

  I still do not see the money in my account. I called the bank, and they stated they had not received funds from Worldremit for my account. Please provide the transaction number so I can follow up with my bank. It has been a week thus far, and I still do not have the money. 
  
  Sincerely,
  
  *************************** *********

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint 21011047 - ***************************
  
  This letter is in response to Ms. ******************************* rejection letter, which she issued on January 3, 2024.
  
  We can confirm that transaction ********* was canceled on December 21, 2023 and that the refund was processed successfully. Please find attached the proof of refund for your reference, which the customer can use to help locate or trace the refund with their bank.
  
  Sincerely,
  
  Lizter

  Customer Answer

  Date: 01/07/2024

   
  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. I appreciate the letter and I was able to trace the deposit successfully. 
  
  Sincerely,
  
  *************************** *********

• Initial Complaint

  Date:12/14/2023

  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 have been a customer with ********************** since 2020. I have been using thesame Recepient Account which is still my account back in ***************. They have a feature on theit APP where you can click "SEND AGAIN" . I am always using this feature. But this time, it will change the recepient Bank info the A different default Bank. The receipt they send me shows my original bank in *************** but they claimed the bank is invalid. There customer service is only on chat and it will take you forever to get an agent. NOW I AM WAITING FOR MY Refund which will take 7 days according to them. I have all the SCREENSHOT your good office might need it. THIS IS A WASTE of time and they are doing this on purpose for whatever reason that I DON'T KNOW. HOPING YOUR GOOD OFFICE WILL INVESTIGATE THIS. Thank you.

  Business Response

  Date: 12/20/2023

  This letter is in response to ************************* ** ********** Better Business Bureau complaint filed on **cember 14, 2023. 
  
  We checked the nature of this complaint and discovered that it is related to the **cember 12th bank account transfer ********* to ***************, which had an instant processing time (less than PHP *****). Our system shows that we attempted to complete the transaction, but it was rejected by our local partner due to incorrect details, and because the customer requested a cancellation on **cember 13th, we reimbursed the amount to her bank on the same day. Refunds are typically processed within two to three business days, so Ms. ** ******** should have already been credited.
  
  Based on our investigation, the customer has previously sent funds to the same BDO account, and the reason why this did not go through this time was because our system encountered internal issues/bugs that automatically switched the payment networks/banks from BDO to another bank for some transactions only, despite the fact that the majority of transactions are being paid to the correct bank accounts.
  
  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.
  
  Please also note that due to the unexpectedly high volume of contacts, our current response times for both chats and phone support are longer than usual. 
  
  We sincerely apologize for any inconvenience caused, and should you need anything else from us, please let us know.
  
  
  Sincerely,
  
  *******
  
  

   

   

  Customer Answer

  Date: 12/20/2023

   
  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,
  
  ********************* De ********

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service 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 initiated a transaction on worldremit December 1st, 2023 Transaction took forever, so I decided to cancel the transaction. Transaction#********* Between December 2nd and today December 14th, I have contacted Worldremit customer service at least 5 times , they keep telling me the issue will be resolved within 6 hours but that seems not to be happening even in the next month .

  Business Response

  Date: 12/20/2023

  This letter is in response to *********************************'s Better Business Bureau complaint filed on December 14, 2023. 
  
  We investigated the nature of this complaint and identified that it is related to the mobile money transfer ********* to Cameroon created on December 1st, which had an instant settlement processing time. Our system indicates that there was a delay in completing the transaction due to a connectivity issue reported by our local partner in ********* which caused certain transactions to be held up for an extended period of time. Please keep in mind that we informed the customer of the delay by SMS and email.
  
  It also indicates that the issue is still ongoing, but because Mr. ******* had previously requested a cancellation, we opted to perform a manual refund on December 15th (please see the attached refund letter). However, according to a recent update from our local partner, the issue has been resolved, and it turned out that the said transaction got paid on December 19th. We have also reached out to our local partner to reverse the funds to us since we have refunded the transaction to Mr. ******** but we were informed that the recipient has already used the funds (please see the attached proof of payment).
  
  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: 12/20/2023

   
  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 regarding the refund, but I will like to re-iterate that I reached out to the receiver  about this transaction when I saw the sent confirmation from worldremit. The receiver has repeatedly denied receiving the funds in their account . Please contact your local partners in ******** to verify and  provide logs showing that amount sent on that specific day 
  
  Sincerely,
  
  Ragid Njapteh

• Initial Complaint

  Date:12/13/2023

  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.

  On December 10th, I sent $200 through the world remit app to be delivered directly into the recipients bank account. The receiver did not receive the money despite the app stating it had been delivered. She then went to to *********** in ******* to inquire into where the money was, and was told that WorldRemit needed to provide a pin for them to release the money to her. Since then i have been on the phone with World Remit, and everytime I call I am been told different things. World Remit is trying to scam me of this money, and this is unacceptable. How hard is it for WorldRemit to contact the bank in ******* to investigate this? they are now telling me that the account number is **********? That is not the recipients account number I sent to. I have sent image of recipients bank statement which shows she did not receive it. Transaction # ********* Case #********

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  RE: Consumer Complaint ******** - *************************
  
  
  This letter is in response to the follow-up complaint filed on December 13, 2023, with the Better Business Bureau by consumer *************************. This complaint was received by us on December 13, 2023. 
  
  
  We have researched the nature of this complaint. The customer has indicated that ********************** did not credit the money transfer successfully to the recipient's account. 
  
  
  We conducted an investigation and discovered that the consumer created a money transfer with a Dollar currency while the recipient's account is a ******** currency account. 
  
  
  For cases like this, WorldRemit's payout partner located in ******* will automatically create a *** account under the same account holder's name and details, however, it will be a new account number. Now that the *** account has been created successfully, WorldRemit's payout partner has credited the funds successfully to that account. 
  
  
  For the recipient to withdraw the funds from his/her *** account, they need to visit to the nearest *********** Branch and provide the Account Number: ********** and IMTO - *********.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at **************************************************** or **************.
  
  
  Sincerely,
  
  *******************

  
  Compliance Analyst
  WorldRemit

  Customer Answer

  Date: 12/14/2023

   
  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:12/12/2023

  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 350$ to a friend a week ago via World Remit application. The payment was delayed for an entire day due to what World Remit called system operational issues with their partner in the recipients country (********). I then cancelled the transfer and requested a refund to be credited back to my bank account. Since December 6, 2023, I have not received my refund despite multiple promises by online agents I chat with at least three times a day. I am about to take a legal action. Thanks.

  Business Response

  Date: 12/13/2023

  December 13, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - Theoneste Ganza
  
  This letter is in response to the complaint filed on December 12, 2023 with the Better Business Bureau by *****************************. This complaint was received by us on December 12, 2023.
  
  We have researched the nature of the complaint. The customer claimed that he had not received his refund despite having requested that the transaction he initiated be canceled.
  
  Based on our investigation, we can confirm that WorldRemit has received the transaction initiated by the customer with a reference number of *********. The aforementioned transaction was delayed due to an operational issue experienced by our local partner in ********. 
  
  We acknowledge that the customer requested to cancel his transaction on December 6, 2023, because of the delay, nevertheless, we were unable to proceed with this request at that time since we had to wait for our local partner to resolve the operational issue they encountered. Since the operational issue was still occurring, WorldRemit decided to manually process the refund which was carried out on December 12, 2023, and please note that refunds can take within 2-3 working days to settle in the customer's account.

  Please accept our sincere apologies for the delay in completing the refund, which was unforeseeable and beyond our control.
  
  Thank you and please let us know if you have any further questions.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:12/06/2023

  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.

  I did a transfer to ******* on 11/30/2023 for $200 plus the $9.99 fee. It never went through, and was not Made available to him. I cancelled it. World Remit has not acknowledged the transaction cancellation yet, nor have they emailed me. I contacted them three times via chat, and was told each time that I would receive an email confirming the cancellation "within the day". There has been no email. I am frustrated with the lying of the company about timelines and the lack of returning of my funds.

  Business Response

  Date: 12/10/2023

  December 10, 2023
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ************************
  
  This letter is in response to the follow-up complaint filed on December 07, 2023 with the Better Business Bureau by consumer ************************. This complaint was received by us on December 07, 2023.

  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. did not acknowledge her request to have the transaction cancelled and failed to return her funds.

  It appears that the customer created a transfer on November 30, 2023, and it was under review on our partner's side before the customer requested the cancellation. Hence, we have emailed our partner to reject the transaction as per the customer's request. The customer then contacted us via chat on December 5, 2023, to check on her request and was advised that this had already been queried to the relevant team for processing, and notification would be shared once completed.

  Due to some unforeseen technical issues, automated notifications were not sent due to the fact that the transaction remains on the same status rather than being cancelled. Hence, we processed a manual refund for the matter last December 7, 2023. Funds should be available on the customer's account within three working days from the said date. Here is an Acquirer Reference Number: *********************** that the customer can share with her bank to trace the funds.

  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: 12/12/2023

   
  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. It's a little strange that it was 'due to some unforeseen technical issues" as the same thing happened in the last complaint I made. WorldRemit should update their app and communication with their clients to alert them that will happen.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/06/2023

  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.

  I have been using world remit for a long time and on November 16, I sent money using the app suddenly it timed out the app just went blank so I cleared the app when I access it theres no transaction made so I process the transaction thinking that it didnt go through as it doesnt show on their app and it timed out when I was doing it. After I process the transaction I checked it again theres only one transaction that has been made. But after few minutes I checked my bank theres 2 charges of $2000 so I went back to the app and theres indeed two duplicate transactions. I messaged them to cancel the other transaction, I tried calling they said they already requested for a cancellation but I never received an answer back. So I disputed it to my bank, then through the process world remit deactivate my account well in fact it is their fault and I asked my recipient they said they did not receive the money, they only receive 1 transaction. I called them after they deactivated my account and they told me that my account cant be activated and they didnt give me any reason why but I am suspecting that it is because I disputed the charge on my bank. The email address that I am using to world remit is **************************** and it is under my old address ********************************************************************* my birthday is 03/28/1993 just incase they need this as verification. I dont have a copy of the transaction number as they locked me out from the app and I can no longer access it to see the transaction number.

  Business Response

  Date: 12/10/2023

  December 10, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - Ma **** *********************
  
  This letter is in response to the follow-up complaint filed on December 06, 2023 with the Better Business Bureau by consumer Ma **** *********************. This complaint was received by us on December 06, 2023.

  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. did not process her request for cancellation and deactivated the account without any reason, and claims that we only processed one transaction.

  It appears that indeed, there were 2 transactions created on November 16, 2023, with a 20-minute interval, and the customer reached out to us via chat requesting to have the transaction cancelled and was advised that we would need to have the request raised with our payout partner since, due to the nature of the transaction, funds are forwarded to them to have it credited to the recipient's bank. However, both transactions were completed at the next interval. Which means that the request was late since our partner has already processed the transaction. With the claim that we only processed one transfer, we have reached out to our partner and asked for a proof of deposit for both transactions, for which our partner willingly provided the reference number from Pesonet: 231117P28X001028 for ********* and 231117P87X000987 for *********, where the recipient can provide this information to their bank to trace the funds.
  
  The account was temporarily disabled for a reason that we cannot directly divulge because our process may be compromised. For further information about the event, the customer can refer to our terms and conditions under OUR OBLIGATIONS. However, we have checked with our relevant team on this matter and was able to have the account enabled so the customer can continue with our platform.
  
  In addition, since we have received the claim that the customer raised with her bank, if the customer insists on having the transfer refunded, all updates and progress will be shared directly with the customer by the bank themselves.
  
  In the meantime should the consumer have further question regarding this issue, they may contact our *************************** ***********************************************************watsbl*_ga*OTIzODY2ODUuMTY5MDM3NzQ1Nw..*_ga_JMDY11H0YJ*MTY5MzkzMzY0Mi4zNC4xLjE2OTM5MzM2ODIuMjAuMC4w or **************.
  
  
  Sincerely,
  ******