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:12/04/2023

  Type:Customer Service 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.

  Hello my name is *********** from ***************** and I sent money using their app its supposed to be like western union, unfortunately its not Ive used there service for them to have no clue of where my funds are or why the local partner ***** responding once they cancel their relationship so I cant get in contact to tell them release or just reverse the transaction

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint 20953387 - ***********************
  
  This letter is in response to the complaint filed on December 4, 2023 with the Better Business Bureau by ***********************. This complaint was received by us on December 4, 2023.
  
  We have researched the nature of the complaint. The customer claimed that his beneficiary was unable to pick up the funds even though he already paid for the transaction he initiated.

  Based on our investigation, we can confirm that WorldRemit has received the transaction PAK180361781 initiated by the customer on November 13, 2023 and was released on the same day. The said transaction was locked on the same day and on November 14, 2023 which often indicates that the beneficiary had attempted to collect the funds however for some reason it was unsuccessful. Normally, the beneficiary should be able to know why our local partner was not able to release the funds. It could be due to an invalid ID presented, due to our local partner's system issue, etc.
  
  Should the customer want to know the precise reason for not releasing the funds then please let us know so that we can reach out to our local partner in ******** to clarify, however, please note that it may take time as we are reliant on our local partner's confirmation on this subject.
  
  The aforementioned transaction was canceled on December 4, 2023, as per the customer's request and please note that refunds can take within 2-3 working days to settle in the customer's account.
  
  We apologize for any inconvenience caused and appreciate your patience on this matter.

  Sincerely,
  
  Lizter

• Initial Complaint

  Date:11/30/2023

  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 chatted with an agent several times looking to receive a refund on a transfer that shows received . I now have a bank statement showing proof that it wasnt . Im looking to either have the transfer resent or refunded. Im uploading proof money wasnt received. Nov.22 date of transaction.

  Business Response

  Date: 12/07/2023

  December 7, 2023
  
  
  Better Business Bureau
  PO Box 140015,
  *****, ** *****
  
  
  RE: Consumer Complaint ******** - ***************************
  
  
  This letter is in response to the follow-up complaint filed on November 30, 2023 with the Better Business Bureau by consumer ***************************. This complaint was received by us on December 1, 2023. 
  
  
  We have researched the nature of this complaint. The consumer has alleged that WorldRemit has failed to successfully complete the money transfer. 
  
  
  It appears that the money transfer was initially marked as paid in our system, however, the beneficiary didn't receive the funds due to operational issues experienced by WorldRemit's pay-out partner located in *******. After the resolution of the operational issue, the transaction was cancelled and the consumer was refunded in full. 
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at **************************************************** or **************.
  
  
  Sincerely,
  
  
  *******************
  Compliance Analyst
  WorldRemit

  Customer Answer

  Date: 12/08/2023

   
  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:11/30/2023

  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 November 20 I transferred money to ******* using their service in the amount $300.00. They failed to refund the money after they were unable to complete the transaction. As of now the money s in their custody.

  Business Response

  Date: 12/09/2023

  December 9, 2023
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  RE: Consumer Complaint ******** - *******************
  
  
  This letter is in response to the follow-up complaint filed on November 30, 2023 with the Better Business Bureau by consumer *******************. This complaint was received by us on December 1, 2023. 
  
  
  We have researched the nature of this complaint. The customer has indicated that ********************** did not issue a refund after the transaction did not go through.  
  
  
  It appears that the money transfer was initially delayed due to operational issues experienced by WorldRemit's pay-out partner located in *******. We've been contacting our partner to follow up on the status of the money transfer. However, our pay-out partner is still working on the operational issue that occurred. Since the issue is still ongoing, we have manually refunded the money back to the customer's account on December 9, 2023. 
  
  
  As the consumer's money transfer has been manually refunded, the money should be credited back to the consumer's account up to three working days. 
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at **************************************************** or **************.
  
  
  Sincerely,
  
  
  *******************
  Compliance Analyst
  WorldRemit

• Initial Complaint

  Date:11/20/2023

  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 submitted a transfer (*********) on November 17th 2023, to send over money to a family member and its not going on about 2 weeks that the transaction has been pending. I havent gotten any successful update from the company and my funds are just locked in lost in their system. Id like them to either refund the money or complete the transaction.

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****
  
  
  RE: Consumer Complaint ******** - *************************
  
  This letter is in response to the follow-up complaint filed on November 20, 2023 with the Better Business Bureau by consumer *************************. This complaint was received by us on November 21, 2023.
  
  We have researched the nature of this complaint. The consumer has alleged that WorldRemit has failed to successfully complete the consumer's recent WorldRemit money transfer (*********) at the expected settlement time. 
  
  It appears that the crediting of the customer's money transfer was initially delayed due to operational issues experienced by WorldRemit's pay-out partner located in *******. After the resolution of the operational issue, the money transfer was reprocessed and was credited successfully to the recipient's account on November 21, 2023. 
  
  It is also indicated in our TERMS & CONDITIONS that customer's are made aware of: 
  
  3. OUR OBLIGATIONS
  
  3.5 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or otherwise to comply with applicable law; or due to variations in business hours and currency availability.
  
  Should the consumer have further questions regarding the issue, they may contact our *************************** at **************************************************** or **************.
  
  
  Sincerely Yours,
  
  ****

• Initial Complaint

  Date:11/20/2023

  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 submitted a transfer (*********) on November 16th 2023, to send over money to a family member and its not going on about 2 weeks that the transaction has been pending. I havent gotten any successful update from the company and my funds are just locked in lost in their system. Id like them to either refund the money or complete the transaction.

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****
  
  
  RE: Consumer Complaint ******** - *************************
  
  This letter is in response to the follow-up complaint filed on November 20, 2023 with the Better Business Bureau by consumer *************************. This complaint was received by us on November 21, 2023.
  
  We have researched the nature of this complaint. The consumer has alleged that WorldRemit has failed to successfully complete the consumer's recent WorldRemit money transfer (*********) at the expected settlement time. 
  
  It appears that the crediting of the customer's money transfer was initially delayed due to operational issues experienced by WorldRemit's pay-out partner located in *******. After the resolution of the operational issue, the money transfer was reprocessed and was credited successfully to the recipient's account on November 21, 2023. 
  
  It is also indicated in our TERMS & CONDITIONS that consumers's are made aware of: 
  
  3. OUR OBLIGATIONS
  
  3.5 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or otherwise to comply with applicable law; or due to variations in business hours and currency availability.
  
  Should the consumer have further questions regarding the issue, they may contact our *************************** at **************************************************** or **************.
  
  
  Sincerely Yours,
  
  ****

• Initial Complaint

  Date:11/08/2023

  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.

  Date of Transaction 11/07/2923 transaction number ********* Amount sent by WorldRemit from my WorldRemit account to another ********************** account without my authorization (someone hacked account) $483.76 USD Shows money was received by the recipient in ****** KES Receive method shows Mobile money ***** mobile money account ******** They have my name in receiver info, shows a mobile number under my name of ********* Shows city as Miramar, Country as ***** I set up a WorldRemit account in order to receive a refund from a travel agency that was issuing a refund to me. Two hours after I set up the account I noticed a charge on my bank account (my ******* bank account ******************************* related to the debit card that WorldRemit had on file) for $483.76. I called WorldRemit to get help and they would not help me reverse it or get the money back. Furthermore they are fully aware their company is used mainly for fraud and scam companies to take money from people that set up accounts with them. They know all about it and they refused to charge back the company or person that took the money. WorldRemit makes a percentage and fee when the scammers process transaction so they dont stop the fraudulent transactions. Please help me get my money back. Thank you

  Business Response

  Date: 11/09/2023

  November 9, 2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint ******** - *********************************
  
  This letter is in response to the complaint filed on November 8, 2023 with the Better Business Bureau by *********************************. This complaint was received by us on November 8, 2023.
  
  We have researched the nature of the complaint. The customer claimed she was instructed to set up a WorldRemit account and make a transaction in order to receive a refund from a travel agency but ended up being scammed. As a result, the customer requested a refund.
  
  Based on our investigation, the customer contacted ********************** by phone on November 7, 2023, and confirmed that a company called E-Dreams made her download the WorldRemit app and create a transaction as this is how they process refunds. The customer followed the instructions and the transaction she initiated was completed the same day. With this in progress, we can confirm that the customer was a victim of a scam and we regret that we are unable to process refunds for this kind of situation. We have added the recipient's mobile money number to the blacklist, ensuring that this mobile money account can no longer receive funds over the WorldRemit network.
  
  In order to prevent any subsequent unwanted charges, the customer's ********************** account has been permanently disabled and closed. Additionally, should the customer want to proceed with deleting her account and personal information. We encouraged her to send a request to the Data Privacy Team at **************************************.
  
  Sincerely,
  
  Lizter

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20841681
  
  I am rejecting this response because:
  Your system allowed an account to be made as the sender and recipient without any type of further verification or alarm trigger since obviously it was a scam. The scam artists can so easily have someone get an account created with fraudulent information from the scammers. They do this all the time it seems. You need to have better security measures to stop these obviously scam transactions going across your network from US dollars to ***** money. As a courtesy to someone like me you should refund me the money. Yes I have learned to never be the victim of this type of fraud again. But you should also have some type of accountability as you should have more security measures in place. I can contact the attorney generals office in ****** ******** and let them know what happened. They may impose a fine and I have already contacted the ******* attorney generals office as well. I was advised to do so by my bank. It would seem that paying me back the $483 dollars I was scammed for would be much cheaper than getting fined the $100K you can get fined by the attorney generals office in ********. I am not asking for much, just a recourse to get my money back. If I get the money back I will close this case and also let the attorney general know that we settled the matter amicably and case can be closed. But otherwise I will not drop this as I really need that money back. I am going through a financial difficulty right now and this has been a nightmare to deal with. I know I was stupid to fall for this. But I also cant believe you wouldnt reconcile the money to me since its not really such a big amount for you. And I was clearly a victim of an awful scam. Thank you. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising 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 money transfer number ********* on 10/23/2023 and have contacted Worldremit to attempt to resolve the situation and they stated that the would contact the partner to cancel the transfer via email on 10/30/23. Worldremit has yet to follow up with the transaction with me via email. I have contacted them several times to follow up with the cancellation of the transfer and have had issues with making contact with them as they have long queues to speak with a representative on the phone or via the app.

  Business Response

  Date: 11/10/2023

  November 10, 2023
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ****** *****************************
  
  This letter is in response to the follow-up complaint filed on November 03, 2023 with the Better Business Bureau by consumer ****** *****************************. This complaint was received by us on November 04, 2023.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. did not get back to her about her refund and the high call waiting time on our *************************************************************************************************************** appears that the consumer created a transaction on October 23, 2023 for  $ ******, which we have received and processed the request. However, our pay-out partner in ******* experienced an unforeseen technical problem.
  
  The following day, the customer used our chat service twice to inquire about the transaction's status. She was told to wait and informed about the ******** banks' settlement times. Thus, the customer terminated the conversation. On October 30, the customer got in touch with us via chat once more and asked that the transaction be cancelled. Our frontline team informed the customer that we were unable to complete the request due to a technical issue and that our pay-out partner needed to reject it. Support as a result emailed our partners. On the same day, we received a request from the customer to process a change to the recipients' information. Due to the technical issues our partner is having, the customer was advised the same thing by our support. Afterwards, the customer filed this claim, and we have reached out to our partners again to have the transaction rejected and have it cancelled. We received the confirmation from our partner and processed a full refund on the card the customer used to make the transaction on November 9, 2023. The customer should receive the funds within three working days of the said date. In the event the funds do not show up on their account, the customer can share this Acquirer Reference Number (ARN): *********************** to their bank to trace the funds.
  
  In regards to the high waiting time in the queue, we have experienced a high volume of calls recently, and our frontline team is currently doing the best of their abilities to cater to all the unexpected queues while still maintaining quality.
  
  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: 11/10/2023

   
  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:11/02/2023

  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.

  Worldremit collects personal identification and financial information and never provides the service and steals that information and probably sells it. I feel duped and personal and financial information is compromised. They would provide the service after taking the money and cancel the transaction without giving any reason and keeps the money, as I see they did not credit back to my bank account.

  Customer Answer

  Date: 11/04/2023

  Representative from Worldremit called and obviously he was upset that I made a complaint with BBB. Basically, he read out their vague terms and conditions that they can collect personal and financial information and also, they can reject any transaction without giving any reason. Therefore, I will not be able to use their service anymore. Without the reason, there is no way i can rectify my mistake if I ever did in transaction. The call from them is total waste of my time as he accepted my point of view but unable to provide the solution. Based my experience and reviews on internet, I deduct that this company is scam and stealing the personal and financial information. Probably the amount they took money used for short term loans to make money on it as they said it would take a week to credit back to my bank account. I think this is the way, they use customers money to make money. Thank you. Basically, there is no solution and no change in status quo.

  Business Response

  Date: 11/04/2023

  November 04,2023
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - Ajay ***************************
  
  This letter is in response to the follow-up complaint filed on November 02,2023 with the Better Business Bureau by consumer **** ***************************. This complaint was received by us on November 03,2023.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. collects personal and financial information and probably sells the data, and that we collect the funds and did not process the transaction and keep the money.
  
  It appears that the consumer created a transaction on November 02,2023 for  $ *****, which we have received the request and underwent reviews. However, the transfer unfortunately did not pass the transfer criteria as per the reviews team, the reason it got cancelled.
  
  The customer contacted us via chat and was told the status of the transaction, and that it did not meet the approval criteria. After the transaction was cancelled, full pre-authorization reversal was made back to the consumer's payment method during the transaction, which may show on his bank within three working days. Banks may occasionally request a void form. Please see attached file for the Pre-authorization void form, which the consumer can share to his bank.
  
  
  We have contacted the customer and clarified the claims he raised. Consumer confirms that he made the transaction. We have also told the customer that the data we have asked for from the application by the time he made the transfer is necessary for reviews required by the regulators and assured that protecting the confidentiality, privacy and integrity of their data is a top priority.  We have also told the customer how pre-authorization works and that it should show back on his account within three working days, the day the transaction was fully cancelled, which he already understands.
  
  
  Though if the customer is still uncomfortable with the information they provided to us. If they would like the information they have provided to be deleted, kindly allow them to email our data privacy team at **************************************.
  
  
  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: 11/04/2023

   
  Complaint: 20817979
  
  I am rejecting this response because they did not provide the the reason and solution for the problem and rejection of transaction without which I am unable to rectify my mistake if there are any in transaction instead of vaguely and loosely articulated incomprehensible their own self serving and self convenience their terms and conditions.  All I am asking is to provide the reason for rejection to correct my mistake if any which they refuse to provide. I am still not comfortable that they have my private data and my financial information which can be compromised. They should hold responsible. In essence,  I am not happy and I do not agree their side of argument. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - **** ***************************
  
  This letter is a response to the customer's recent inquiry about the precise rationale behind the denial of his transaction to rectify his error.
  
  We recognize that the customer is curious about the main reason for rejection, so please allow us to elaborate. All transactions processed through WorldRemit are subject to a number of checks before we can release them and during this process, we discovered something about the transaction that did not meet our approval criteria, as a result, the transaction was canceled. Regarding your query or request to know the precise cause of this cancellation, we regret that, as a financially regulated company, we are unable to provide the information because doing so might compromise the process. We regret that we are unable to provide additional information on this subject as mentioned in our terms and conditions under 'OUR OBLIGATIONS'.
  
  3.2 We are not obliged to process any particular Transaction. When you submit a Transaction, you are requesting that we process the Transaction on your behalf. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. However, if we decide not to process the Transaction, we will notify you promptly of that decision and repay the money paid to us if we are not prohibited by law from doing so.
  
  3.3 WorldRemit reserves the right to modify or discontinue the service or any part of the Service without notice, at any time and from time to time. We may, in our absolute discretion, refuse any Transaction or limit the amount to be transferred, either on a per transaction basis or on an aggregate basis, and either on individual accounts or on related accounts.
  
  3.4 We may, in our sole discretion, refuse Transactions from certain Senders or to certain Recipients, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by the US Government. In addition, not all Payment Instruments are available to all customers at all times and we may, in our sole discretion, refuse Transactions funded from certain Payment Instruments.
  
  3.5 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or otherwise to comply with applicable law; or due to variations in business hours and currency availability.
  
  Please be advised that the customer's account is still active. This implies that he can still initiate transactions at any time, but they will still need to be reviewed as part of our review procedure.
  
  Regards,

  Lizter

• Initial Complaint

  Date:10/26/2023

  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 am making a formal complaint for a money transfer through World remit. The transaction transaction number ********* was created on September 29th 2023. It was supposed to be ****************, but it all went quiet. I received emails saying there was a technical fault. My family needed money desperately so I cancelled and requested for a refund on September 30th. World remit has not refunded me yet almost a month. I need help retrieving my money. I have made several calls with waiting times ranging from 2-3hours. I was told that I'd be refunded 3 weeks ago but still there's been nothing. Please help.Thank you. *************************

  Business Response

  Date: 11/01/2023

  November 01,2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - Chitalu *************************
  
  This letter is in response to the follow-up complaint filed on October 26,2023 with the Better Business Bureau by consumer Chitalu *************************. This complaint was received by us on October 26,2023.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. did not process his refund.
  
  It appears that the transaction for $123.49 was created on September 29,2023. Later on the same date our payout partner in ***** experienced an unforeseen technical issue that affected the transfer. Customer was also notified via SMS and email on the said date as well.
  
  The customer called on October 2, 2023, and asked to cancel the transaction. The customer was informed that we still need to ask our payout partner to cancel this transaction. However, our payout partner is taking longer than expected to process the request because of unforeseen problems they encountered.
  
  After the confirmation of our pay out partner, we have cancelled the said transaction and provided a full refund to the consumer which he should receive within three working days from October 26,2023. This refund is made to the payment method which the consumer used by the time he processed the transfer.
  
  Here is an Acquirer's Reference Number (ARN) ***********************. The customer can provide this number to their bank to trace the refund processed.
  
  In the meantime should the consumer have further question regarding this issue, they may contact our *************************** ***********************************************************watsbl*_ga*OTIzODY2ODUuMTY5MDM3NzQ1Nw..*_ga_JMDY11H0YJ*MTY5MzkzMzY0Mi4zNC4xLjE2OTM5MzM2ODIuMjAuMC4w or **************.
  
  
  Sincerely,
  ******

• Initial Complaint

  Date:10/25/2023

  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 did a transaction on 10/23 (*********) in the amount of $298.29. Its been numerous days, they have not completed the transaction. I attempted to cancel it, they refused saying they were having issues with their partner. I reached out again and they gave me the same response again. It seems theyre playing games and my familys funds are being held up. Whats the purpose of us paying them a fee ? We simply just want the money refunded.

  Business Response

  Date: 11/02/2023

  November 2, 2023

  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *************************

  This letter is in response to the complaint filed on October 25, 2023 with the Better Business Bureau by *************************. This complaint was received by us on October 26, 2023.

  We have researched the nature of the complaint. The customer has alleged that ********************** failed to deliver the funds necessary for the transaction he initiated and has requested to be refunded instead.

  Based on our preliminary analysis, WorldRemit has determined that the transaction in question is *********, which was created on October 23, 2023. The aforementioned transaction was delayed due to a technical problem encountered by our local partner in ******* which we confirmed and communicated to the customer via email on October 23, 2023. Following several days of correspondence with our local partner, we made the decision to manually process the refund because the technical problem still exists. This means that the customer should now receive a full refund amounting to $ ****** (send amount plus fee) within 2-3 working days.
  
  We would like to take this opportunity to thank the customer for their patience and apologize for any difficulty that *** have caused.

  Thank you and please let us know if you have any additional questions.

  Sincerely,

  Lizter