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:10/19/2023

  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.

  Company took unauthorized money off of my debit card!

  Business Response

  Date: 10/20/2023

   

  October 20, 2023
  
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ***************************

   

  This letter is in response to the complaint filed on October 20, 2023 with the Better Business Bureau by ***************************. This complaint was received by us on October 20, 2023.
  
  We have researched the nature of this complaint. **************** has alleged that WorldRemit Corp. debited a charge from ******************** bank account without their permission or knowledge.
  
  Upon our initial investigation, WorldRemit Corp. has not been able to identify the transactions or WorldRemit Corp. account(s) in question based on the information provided by **************** in their complaint.
  
  To speed up the investigation of this matter, we request **************** to please provide the following information:
  1.) The first six and last four digits of the payment card charged
  2.) The type of card that was charged ****** Mastercard, Etc.)
  3.) The exact amount she was charged
  4.) The exact dates the charges occurred.
  
  We encourage **************** to contact their bank and/or credit/debit card issuer in order to seek reimbursement for these charges.
  
  If ever **************** is uncomfortable providing this information, we encourage her to please contact WorldRemit **************** at ******************************** or the WorldRemit Corp. *************************** at ******************************/en/contact-us or **************.
  
  Sincerely,
  ****

• Initial Complaint

  Date:10/18/2023

  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 have made a transaction date 10/12/2023 of **** euro from my ************ account to my **** of ************ account . On the app it says that the transfer goes well! I also received an email that says your money are safe at **** of America and you will received it within the next business day. Never received yet!! I also called **** of America and they told me no transfers are pending on my account . **************** does not answer me and I want to know where my money are.

  Business Response

  Date: 10/20/2023

  October 20,2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint ******** - ***************************
  
  This letter is in response to the follow-up complaint filed on October 18,2023 with the Better Business Bureau by consumer ***************************. This complaint was received by us on October 18,2023.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. stated that the money transfer was delivered, yet the recipient did not receive the funds.
  
  It appears that the transfer for ******* was marked as processed on October 13,2023 , and the consumer was notified about the processing of the funds when it should appear on his bank statement within the next working day. We have clarified the details on our pay out partner in ***************** and upon their full review, the transaction actually failed due to incorrect information.
  
  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 today. This refund is made to the payment method which the consumer used by the time he processed the transfer.
  
  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:10/13/2023

  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.

  Sent $243.55 via World Remit on 9/29 (transaction number *********) and because of the lag it took for the money to reach the recipient I cancelled the transaction in which case they were supposed to immediately issue a refund of my money. However, since then this issue has has been kept on a pending status. Numerous attempts to reach the company to resolve the issue has bore no fruit It is very difficult to reach WorldRemit's help desk; they don't respond to emails, phone calls or even their "chat" feature. They really don't care about their customers.

  Business Response

  Date: 10/24/2023

  October 24, 2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 10/13/2023 with the Better Business Bureau by **************************************. This complaint was received by us on 10/24/2023
  
  Below are the details of the customer's issue and what was the resolution:
  
  From our investigation, it was revealed that we received the transaction on 29/09/2023. The crediting of the funds was delayed due to the technical issue that was experienced by the local partner which the customer was informed of as well.
  
  Our support investigations teams have done everything in their power to chase this local partner. 
  
  Overall, we observed that the process of canceling the transfer took longer because of an unforeseen issue experienced by our local partner.
  
  We opted to process a manual refund on 18/10/2023 and the refund should already be reflected in the customer's account yesterday, October 23, 2023. In case, the refund is not showing, please provide the Acquirer reference number below for tracing.
  
  74493983292700924539198
  
  If the customer insists that he did not received the refund yet and the bank cannot trace it, kindly advise him to send a bank statement from October 18 until the present.
  
  Please let us know if you have further questions.
  
  Kind Regards,
  Jowe

  Customer Answer

  Date: 10/24/2023

   
  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:10/10/2023

  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 September 30 2023, I sent a transfer to my dad-transaction ID *********, case# ********. The following day upon waiting for acknowledgement of receipt, my dad told me he hadn't received anything. I checked the app and saw the transfer had failed. I never received an email, even though the app states emails are sent for failed transactions. On October 3rd after trying numerous times and failing to reach customer service because of their ridiculous wait times (i.e. 3 hrs by phone and 2hrs by chat) I decided to request a cancellation for the transaction because my father still hadn't received the funds. I received an email stating they are waiting to hear back from the "local partner". It's been over a week since I initiated this transfer and my father hasn't received his money and neither have I gotten a refund. If the money hasn't been sent, I don't see why WorldRemit is clinching to funds that doesn't belong to them. I've tried in vain to get through to their customer service-I got hung up on; the app crashed mid chat; never received the follow-up email I was promised etc. I'm left no choice but to see this organization as fraudulent and thieves, and I will be seeking legal counsel regardless of the cost. It's stressing to check my account daily to see if my money has been refunded.

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 10/10/2023 with the Better Business Bureau by *********************************. This complaint was received by us on October 11, 2023.
  
  Below are the details of the customer's issue and what was the resolution:
  
  From our investigation, it was revealed that we received the transaction on September 30, 2023.
  This is supposed to be an instant transfer and since it was not paid immediately, we sent an email to the local partner to confirm the status of the transaction as this has reached their end already.
  
  On October 3, we received a cancellation request from the customer however, the cancellation wasn't completed at that time since we have yet to receive any update from the local partner for the final status of the transaction. As much as we would love to proceed with the cancellation, we cannot since the transaction needs to be rejected by the local partner first.
  
  Our support investigations teams have done everything in their power to chase this local partner until we received the final status of the transaction on October 10, 2023, where the transaction failed from their end.
  
  Overall, the transaction became part of an unforeseen technical issue experienced by our local partner.
  
  Knowing that the transaction failed from their end, we immediately processed the cancellation and initiated the refund. The refund should be reflected back to the customer's bank account within 3 working days from today, October 11, 2023.
  
  Please let us know if you have further questions.
  
  

  Respectfully Yours, 

  ***************

  Customer Answer

  Date: 10/11/2023

   
  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.
  
  ************************************************************

• Initial Complaint

  Date:10/07/2023

  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.

  September 18th 2023 I paid ***************************************************************** ******* for family support, this company was unable to deliver the money to my brother's account and as such informed me that the transaction have been canceled and my money would be returned within 7 days. As at today October 7 2023 I have not received my money and I have called several times sometime on the phone for hours and could not talk to a live person and also sent email no reply except the message that would come back that the email address does not receive replies. My transaction number with them is *********, I would need your assistance to collect my refund from them . The company need to have a better number or contact to file a complaint. The telephone number for customer service and email are not working to get across to them. Please help me.Thanks *****************************

  Customer Answer

  Date: 10/10/2023

  My money have been refunded.

  Thank you

• Initial Complaint

  Date:10/06/2023

  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.

  21st September 2023 I sent $200 to ******* for dollar to dollar collection in ******* as at today 10/6/2023 the money sent has not been paid to the recipient and all efforts to get worldremit to pay and released money to the recipient proof abortive I have sent several emails to them, chat with them and also cannot reached them on phone wait time on phone is more than 2hours Phone: ************** My Transaction number with them is::175346376 date: September 21st *************************************** progress ever since then

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 10/6/2023  with the Better Business Bureau by *****************************. This complaint was received by us on 10/8/2023
  
  Below are the details of the customer's issue and what was the resolution:
  
  In our investigation, it was revealed that we received the customer's transaction on 21/09/2023 and marked it as available for collection on the same day. 
  
  Whenever the customer contacts us, he is advised that the transaction is available for collection and a new OTP will be sent to the recipient's mobile phone every time the recipient attempts to collect the funds.
  
  Upon receiving this complaint, the customer requested cancellation but since the transaction was locked, we needed to let the local partner unlock the transaction first to complete the cancellation.
  
  The transaction was unlocked however, the recipient attempted to collect the money again and this time, it was successful.
  
  The transaction is now marked as paid.
  
  Please let us know if you have further questions.

  Kind Regards,

  ***************

  Customer Answer

  Date: 10/17/2023

  It has been resolved money paid to the recipient thanks you can close the case

  Customer Answer

  Date: 10/20/2023

  No more action issues has been resolved thanks

• Initial Complaint

  Date:09/29/2023

  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 agree, ************ is unprofessional and fraudulent!My bank showed a $997.00 USD charge that I didn't know about and did not authorize, so the bank has shut down my debit card to ensure no further robbery takes place.Robbery and Theft aggravate me, but it isn't just me, but so many others are paying the penalty for their scrupulous and dishonest practices.Im glad it was caught early, the transaction is still pending, I obtained the ****************** and Privacy Policies to find phone numbers to dial to stop the transaction but Im trying EVERY WAY to stop the money from changing hands, but WorldRemit will not talk to me since I dont have the account details that the scammers used to siphon money from my bank account. It is frustrating, a time-burden, and expensive to deal with these thieves. Now that Ive done what I can, it is time to enjoy some ScammerPayback episodes on YouTubeat least someone is getting something done and holding scammers accountable.

  Business Response

  Date: 09/30/2023

  September 30, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ***********************
  
  This letter is in response to the complaint filed on September 29, 2023 with the Better Business Bureau by ***********************. This complaint was received by us on September 30, 2023.
  
  We have researched the nature of the complaint. ************** has alleged that WorldRemit debited $997.00 USD from her bank account without their consent or knowledge.
  
  Upon our initial investigation, WorldRemit has not been able to identify the transaction in question based on the information provided by ************** in their complaint. It appears that ************** has been the victim of identity theft as this charge appears to have been made fraudulently by a third party using ****************** payment card and/or bank account information.
  
  We encourage ************** to contact and coordinate with their bank and/or credit/debit card issuer in order to seek reimbursement for this charge and if she still needs assistance from WorldRemit then we suggest letting ************** reach out to our **************** at ********************************.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:09/25/2023

  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.

  World Remit stole $45.86 out of my bank account. This was a fraudulent transaction!!! I've contacted my bank. I've called World Remit 3x now and tried their chat and you can not get a live person. How can I get my money back?

  Business Response

  Date: 09/26/2023

  Better Business Bureau
  *********************************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ********: *******************************
  
  This letter is in response to the complaint filed on September 25, 2023, with the Better Business Bureau by consumer *******************************. This complaint was received by us on September 26, 2023.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. debited $45.86 from the consumer's bank account without permission or knowledge.
  
  Upon our initial investigation, WorldRemit Corp. has not been able to identify the transaction or WorldRemit Corp. account(s) in question based on the information provided by the consumer in their complaint. It appears that the consumer has been the victim of identity theft, as these charges appear to have been made fraudulently by a third party using the consumer's payment card and/or bank account information.
  
  We encourage the consumer to contact their bank and/or credit or debit card issuer in order to seek reimbursement for these charges.
  
  In order to receive further assistance regarding this issue, we encourage the consumer to contact/email the WorldRemit **************** at ******************************** and provide the following information: 1.) the first six and last four digits of the payment card charges; 2) the type of card that was charged ****** MasterCard, etc.). 3) The exact amount the consumer was charged; 4) the exact dates the charges occurred.
  
  Sincerely,
  
  ****** Gabiso
  Complaint Team
  WorldRemit Corp.

• Initial Complaint

  Date:09/25/2023

  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 TRANFERED $138.90 ON 08/10/2023 TO MY FAMILY IN ***** FOR SUPPORT. MY FAMILY HAS NOT RECEIVED THE MONEY. WORLD REMIT WEBSITE INDICATES THAT THE MONEY IS WITH THEIR LOCAL PARTNERS IN ***** BUT THE RECEIPIENT HAS NOT RECEIVED THE MONEY. WORLDREMIT IS NOT ANSWERING MY CALLS FOR A RESOLUTION TO THIS PROBLEM.THE TRANSACTION NUMBER IS *********.

  Business Response

  Date: 10/12/2023

  October 12, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *************************
  
  This letter is in response to the complaint filed on September 25, 2023 with the Better Business Bureau by *************************. This complaint was received by us on September 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.
  
  Based on our preliminary analysis, WorldRemit has determined that the transaction in question is *********, which was created on August 10, 2023. Our local partner first rejected the transaction owing to a technical problem, but we were able to reprocess it and eventually completed it on September 26, 2023. This indicates that the funds have been successfully sent to the recipient's mobile money account.
  
  We recommend that the sender confirm the receipt of funds with the receiver. If the funds are still not received, we will require a copy of the receiver's mobile money statement in order to conduct further investigation.
  
  Thank you and please let us know if you have any additional questions.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:09/18/2023

  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.

  Date of transaction: Sept 17, 2023 and Sept 18, 2023 I use this service to send money to family and friends in ***************. I have used the service before with no issues. On Sept 17, 2023 I sent money to a family member. The money was debited from my bank account, and transaction was in progress. Within a couple of hours, I received notice that my transaction was cancelled. I called customer service and after waiting on hold for half an hour, reached a person who kept repeating a script to me, telling me that I should "check the terms and conditions". They were either unwilling or unable to tell me how I could resolve this issue, but told me that my account is still active and I'd be able to send money to a different recipient. On Sept 18, 2023 I tried to send money to a different person. After about an hour, this transaction, too, was cancelled, except this time the notice was that they've "made the decision to cancel [my] transaction and close [my] account", with no explanation whatsoever. I'm very frustrated at the "service" provided by this company.

  Business Response

  Date: 09/18/2023

  This letter is in response to ********************* Better Business Bureau complaint filed on September 18, 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.
  
  Name: *************
  Address: WA 98011
  Daytime Phone: **************
  Email: jessie_li.d+**********************************
  
  Customer Number:
  Transaction Number:
  Full Name:
  Mobile:
  Email:
  
  Meanwhile, the customer may contact us at ****************************************** and mention the BBB portal ID ******** so that we can look into this further.
  
  If you have any other questions, please let us know.
  
  
  Regards,
  
  *******