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:09/13/2023

  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.

  Since August 27th, I submitted a transfer in the amount of $142.98. I have reached out to World Remit numerous times, and up to now I havent gotten a successful resolution. I even attempted to change the receiver and they told me they were unable to update it due to the money pending but the money has been pending for over 3 weeks. It seems that the transaction is actually STUCK but due to no communication with the company no one can resolve it. I called their phone number, no one ever answers ; when I researched online, other customers say they never get an answer as well. All wed like is for them to release the transaction or refund us its so simple. Its disgusting that I have to report them to get progress, what kind of company is this ??

  Business Response

  Date: 09/24/2023

  September 24, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 9/13/2023 with the Better Business Bureau by *************************. This complaint was received by us on 9/14/2023.
  
  Below are the details of the customer's issue and what was the resolution:
  
  On August 29, 2023, when we received this transaction.
  
  We received a notification from our local partner that this transaction is affected by a technical issue.
  
  Our support investigations teams have done everything in their power to chase this local partner to confirm as to when this outage will be fixed.
  
  Today, we received another notification from them that this transaction cannot be paid due to an unforeseen technical issue.
  
  As a resolution, we completed the cancellation and forwarded your transaction to the Finance team to initiate the refund.
  
  Refund should be reflected in the customer's account within 3 working days.
  
  Please let us know if you have further questions.
  
  

  Kind Regards,

  Jowe

  Customer Answer

  Date: 09/24/2023

   
  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:09/13/2023

  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 a customer of ********************** On August 28 2023 they requested I provide them with the following information and I did so: March 2022 bank statement that shows your name, address, and deposits on the account as well as the WorldRemit transactions An explanation for all of the deposits on the bank statement (proof of the deposits may be required) Current photo ID (front and back). Then on September 7 2023, they requested the following information and documents and I provided it to them **March ******************************************************** **** (all pages) that shows your name, address, and deposits on the account (Attached)**Proof of small business loan (Attached)**An explanation for the multiple cash deposits on the bank statement:--The multiple cash deposits are from my Wise account, my business account and personal loans (Including ****************** and Mariner finance etc) **Attached Proof of check deposits on the business bank *********************** are no check deposits **Are your transactions business related? If not, please provide an explanation as to why you are using a business bank account to send transfers through WorldRemit -- I am a Computer Technology Consultant. My business is ******************************* The name of my business is "XXXXX XXXXXXXX XXXXXXXXX" which is essentially my name. I earn my living and earn my income through my business. My household income "is" from my business. Thus, I have no choice but to spend the income from my business for my living expenses and personal transactions. Thus, I use my income from my Business account to spend on all my expenses whether personal or business. Sometimes I also send funds to family or friends for large purchases or large expenses including weddings or large purchases such as property which is an asset. However after providing all these to WorldRemit they still UNFAIRLY and ILLEGALLY closed my account.

  Business Response

  Date: 09/14/2023

  September 14, 2023
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  This letter is in response to the complaint filed on 9/13/2023 with the Better Business Bureau by *******************. This complaint was received by us on 09/14/2023.
  
  Below are the details of the customer's issue and what was the resolution:
  The consumer has alleged that WorldRemit was unfair and illegally closed her account.
  
  As stated in our Terms and Conditions under section 3. OUR OBLIGATIONS, clause
  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.
  
  From our investigation, As a financially regulated company, all transactions and accounts are subject for review by our reviews team and we regret to inform that the customer's account did not meet our approval criteria, hence we have closed their account and has also decided that they are not eligible for appeal.
  
  Please let us know if you have further questions. 

  Kind Regards,

  Jowe

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20598131
  
  I am rejecting this response because:

  If you re-activate my account, I'll sing about how nice Worldremit is and post it on social media.

  I'm not kidding.
  
  Sincerely,
  
  Bili Ameen Oluajayi

• Initial Complaint

  Date:09/13/2023

  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 made a payment through world remit to deposit money to a receivers account, initially I requested a cancellation and a refund because it was taking too long for the receiver to receive the funds. But later on when I checked for my cancellation it said the money was delivered and deposited into the receivers account. The receiver hasnt received anything still . I want to know if the money was cancelled and being refunded back to me or it was deposited and if its deposited why hasnt the receiver gotten it yet. The transaction number is *********

  Business Response

  Date: 09/22/2023

  This letter is in response to Mr.**********'s Better Business Bureau complaint filed on September 13, 2023. 
  
  We investigated the nature of this complaint and discovered that it is related to the September 12th bank transfer ********* to *******. Our system indicates that the transaction had been placed on hold for further review and that a cancellation was requested online; however, this has been released on our end and our local partner *********** reported the transaction to be completed on the same day. It also shows that ****************** complained and reported that the funds were not received; thus, we contacted our local partner in ******* on September 13th and confirmed that the funds were credited successfully on the exact date (see the attached file as proof).
  
  Please note that the customer already requested a reversal; therefore, *********** returned the funds to us on September 18th and we then completed the cancellation and refunded the money to his account within a seven-working-day banking timeline.
  
  Should you have any questions please let us know.
  
  

  Regards,

  *******

• Initial Complaint

  Date:09/12/2023

  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 tried to transfer $1,948.67 (plus $14.99 for processing fee) to my friend in ********* on September 5, 2023. World Remit informed me it would be there within an hour. When the recipient reported that it was not there, I requested a cancellation. I then followed up with World Remit on the phone and was told that it would be cancelled. The entire amount of $1,963.66 has still not been returned to me, nor as the recipient received it. This is in reference to transaction number *********. I do not believe it is within their legal right to take the money.

  Business Response

  Date: 09/14/2023

  September 14, 2023
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  This letter is in response to the complaint filed on 9/12/2023 with the Better Business Bureau by ************************. This complaint was received by us on 09/13/2023.
  
  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 4, 2023.
  
  This transaction was stuck in pending status because as a regulated online money transfer company, WorldRemit and our partners are required to Know Our Customer and conduct customer due diligence by verifying the identity and understanding the nature of the transaction that they have made.
  
  On September 5, 2023, the customer called and asked to cancel this transaction. The representative she spoke with immediately sent an email to the local partner to reject the transaction from their end.
  
  Lastly, we had to re-initiate the refund given that the initial one was affected by an outage which was an unforeseen issue between WorldRemit and the customer's bank. Within three business days starting on September 13, 2023, the customer should receive their reimbursement.
  
  Please let us know if you have further questions.

  Kind Regards,

  Jowe

• Initial Complaint

  Date:09/09/2023

  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 made a transaction through Worldremit to send $490.50 to my family back in ******* on 08/09/2023 (Transaction # *********). After 2 days I called to know why my transaction was still processing, l was told my "transfer had been delayed" but unfortunately recipient never got any fund in his account. I called again to make a complaint 08/10/2023 and also request for a reference # since they claim its been delievered, it was at this point the representative opened up to me saying there had been a system issue ( I really don't know why they had to give a false delivery notification when they knew it hasn't been delivered). At this point I had to request for a refund and each time I talk about refund they hang up the phone on me. Today 09/09/2023 called again more than 5 times and being on hold for 1hr each time to get my $490.50 back they kept saying no supervisor is available to talk to me and hang up the phone immediately . This is really draining and frustrating. I'm overwhelmed at this point. Please I need help in retrieving my money from Worldremit, it's over a month now and they are still not willing to refund me back my money.

  Business Response

  Date: 09/21/2023

  
  September 21, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  Apologised for the delay in responding to this complaint.
  
  This letter is in response to the complaint filed on 9/10/2023 with the Better Business Bureau by *********************************. This complaint was received by us on 09/10/2023.
  
  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 August 9, 2023. 
  
  The customer called the following day to check on the status of the transaction, so we sent the local partner an email to ask them to confirm it.
  
  On August 13, 2023, we received notification that the transaction was affected by an ongoing technical issue which we have informed the customer of as well.
  
  Our support investigations teams have done everything in their power to chase this local partner to confirm the final status of this transaction and we have informed the customer constantly.
  
  Overall, the transaction became part of an unforeseen technical issue experienced by our local partner.
  
  As a resolution, we opted to process a manual refund and funds should be reflected back in the customer's account within 7 working days from today.
  
  Please let us know if you have further questions.

   

  Kind Regards,

  Jowe

• Initial Complaint

  Date:09/06/2023

  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.

  We live in South ******* and we depend on money to be transferred down to be able to live. This company took $1,500.00 from our ***** bank account but we haven't received it yet. We got 3 emails from them yesterday stating that they are having technical issues but when we called today they just passed the buck to the bank in ******* stating that it is their problem and that they are working on it. This is $1,500.00!!! And no one is willing to tell us where the money is at this time. It has been over 24 hours and we have typically received transfers within 15min.

  Business Response

  Date: 09/12/2023

  September 12, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *********************
  
  This letter is in response to the complaint filed on September 6, 2023 with the Better Business Bureau by *********************. This complaint was received by us on September 7, 2023.
  
  We have researched the nature of this complaint. The customer has indicated that the transaction they made with WorldRemit was either delayed or never completed.
  
  WorldRemit has identified that the customer initiated a transaction on September 5, 2023, via bank deposit going to ******* however the transaction was delayed as a result of a technical difficulty our local partner encountered. Since the technical issue is still being worked on, we decided to simply cancel the transaction 173878617 today. As a result, the customer will now get a complete refund within two to three business days.

  We would like to thank the customer for her patience and truly apologize for the trouble this has caused.

  If the customer wishes to discuss this further, they are welcome to contact the WorldRemit ************************ at **************************************************** or ***************.

  Sincerely,

  Lizter

• Initial Complaint

  Date:08/31/2023

  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: 08/14/2023 Withdrew $350.00 from my bank Hi Odikpo, good day! Kindly check your email, look for case ******** about the transaction *********. -WorldRemit.Above is the transaction and case number information.On August 14, 2023, I had a transaction with WorldRemit to transfer $350 exchange rate to my sisters account in *******. The total amount that was supposed to be deposited was N323,977. This fund was send to family member for emergency purposes and that was defeated because the fund did not enter into the account. This amount never made it to recipients account and the status in WorldRemits App showed delivered. On August 16, 2023, I contacted WorldRemit and complained my transaction has not reflected in my account. I have been trying to resolve this issue, but Worldwide is not responding to me positively or making plans to refund my fund. Its been 2 weeks and 4 days and still no positive responds from WorldRemit. I have requested refund to my account and no response from them. The impression that Im getting from WorldRemit is that I have to wait for their partner to credit them before I receive my refund. I have requested WorldRemit to credit my bank account the sum of $350.00 I have contacted ********** in ******* (WorldRemits Partner) via phone, and the ********** staff could not account for the fund. I sent my sister to the bank and union staff confirmed no such fund was paid into the account that period. I provided WorldRemit my ********** statements from August 1, 2023 through August 24, 2023 to confirm no money was paid into the account that period. I have done everything that I was asked to do and I have not receiymy refund.

  Business Response

  Date: 09/07/2023

  September 7, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint 20546957 - Odikpo Onianwa
  
  This letter is in response to the complaint filed on August 31, 2023 with the Better Business Bureau by Odikpo Onianwa. This complaint was received by us on August 31, 2023.
  
  We have researched the nature of this complaint. The customer has sought a refund as soon as possible since he claims that WorldRemit was unable to properly complete the transaction he initiated on August 14, 2023, even though it appears to have been completed.
  
  WorldRemit determined that the transaction was impacted by a technical difficulty that our local partner in ******* encountered. As a result, we made the decision to manually credit the consumer account with a 350 USD refund on September 6, 2023, and the consumer confirmed that he received it.
  
  If the consumer wishes to discuss this issue further, they are welcome to contact the WorldRemit ************************ at **************************************************** or ***************).
  
  Sincerely,

  Lizter

• Initial Complaint

  Date:08/26/2023

  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 initiated a money transfer to ******* through World Remit on the 17th of August for $200. I received an email stating that the transfer was successful. As of today the recipient's account has not been credited with the money. I have called World Remit several times over the past week and a half to find out what is going on with the transaction and I have not been able to get a definite answer from their customer service. I have asked them to issue me a refund and they have refused. I would like to get my money back. I have attached the most recent bank statement from the recipient's account and there has been not deposit of the equivalent dollar amount stated in the transaction receipt into the account.

  Business Response

  Date: 09/06/2023

  September 6, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 8/26/2023 with the Better Business Bureau by ****** Iwo-***** This complaint was received by us on 06/09/2023.
  
  We have researched the nature of this complaint. The customer claimed of funds not received.
  
  On August 17, 2023, we received this transaction and marked as paid. Nevertheless, despite the fact that the transaction was reported as paid in full, the recipient never got it.
  
  
  Our support investigations teams have done everything in their power to chase this local partner to confirm the exact status of this transaction. 
  
  They initially told us that there was a technical problem causing the transaction to be affected and remain pending even after it had been marked as paid.
  
  Second, the local partner told us that they cannot generate a proof of payment due to the technical issue.
  
  Finally, on August 29, 2023, we received confirmation from the local partner that these money had been unsuccessful and had been returned to us.
  
  The cancellation was completed on August 29, 2023, right away after we received the confirmation. A refund has been started, and it should appear in the customer's account seven working days from the cancellation date. Thus, no later than September 7, 2023, the consumer must receive the reimbursement.
  
  Please let us know if you have further questions.
  
  Kind Regards,

  Jowe
  
  
  

  
  

• Initial Complaint

  Date:08/25/2023

  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 8/17/2023 Adebowale ************************* sent a wire transfer in the amount of $616,7000 NGN to *************************** *******. (Transaction # *********) A text message from World Remit was received stating the transfer is still delayed. Later that evening a confirmation text was received stating the transfer was complete. The transfer was not received in the account of Kehinde. I called customer service on 8/18/2023, 8/19/2023 and 8/21/2023, was told the transaction would be "researched" and I would receive an email regarding the outcome. The email has yet to be received. I requested to cancel the transaction but I was told due to the status showing "complete" it would not be possible to cancel. I can provide bank statements from the receiver's bank account showing the funds were never deposited in the account. If any additional information is needed for the funds to be returned, please let me know. The lack of communication from World Remit regarding this issue is very disappointing. It's imperative that this matter is resolved as soon as possible. Your assistance is greatly appreciated.

  Business Response

  Date: 09/05/2023

  Better Business Bureau
  ************************************** 200
  *****, ** *****
  
  RE: Consumer Complaint ********: *********************************
  
  This letter is in response to the complaint filed on August 25, 2023, with the Better Business Bureau by consumer *********************************. This complaint was received by us on September 5, 2023.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit Corp. stated that the money transfer was complete, yet the recipient did not receive the funds. In lieu of the funds not being credited, the consumer requested a cancellation and refund.
  
  It appears that the bank transfer was marked as paid, and the consumer received an automatic notification that it was delivered to the recipient account on August 17, 2023. However, there was an operational issue experienced by WorldRemit Corp's pay-out partner located in *******: the transfer's marked as paid was not credited to recipient accounts.
  
  The transaction was affected, and as part of the resolution, since the transaction could not be delivered, the transaction failed, and the funds were reversed back to us by our pay-out partner. Our complaint team had reached out to ******************; since he requested a cancellation and refund, we processed the said request on August 29, 2023. The consumer confirmed on our side that the funds were credited to his account; hence, the issue was closed and resolved on September 2, 2023.
  
  Should the consumer have further questions regarding this issue, they may contact our ************************ at **************************************** or **************.
  
  Sincerely,
  
  ****** Gabiso
  Complaint Team
  WorldRemit Corp.

• Initial Complaint

  Date:08/25/2023

  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.

  Worldremit is money transfer outfit. A week ago, I transferred **** dollars to be paid into a recipient's account in ******* and in the local currency. Transfer was supposed to have been done in about two hours.The said amount has long been debited from my checking account, but as i write this, the recipient has not been credited.I have spoken with two or three customer service agents in the past three days and even though on my account online they state that the money has been paid, it has not been deposited into recipient's account.As I write, I am on hold with World remit trying to get an update

  Business Response

  Date: 09/08/2023

  September 8, 2023

  Better Business Bureau
  ************************************** 200
  *****, ** *****
  
  RE: Consumer Complaint ********: *******************************
  
  This letter is in response to the complaint filed on August 25, 2023, with the Better Business Bureau by consumer *******************************. This complaint was received by us on September 4, 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 bank transfer was marked as paid, and the consumer received an automatic notification that it was delivered to the recipient account on August 19, 2023. However, there was an operational issue experienced by WorldRemit Corp's pay-out partner located in *******: the transfer's marked as paid was not credited to recipient accounts.
  
  The transaction was affected, and as part of the resolution, since the transaction could not be delivered, the transaction failed, and the funds were reversed back to us by our pay-out partner. In lieu of the funds not being credited, we initiated a cancellation and refund.
  
  The transaction was fully cancelled, and funds were refunded to the consumer bank account on September 7, 2023. The funds should be visible anytime within 3 working days after we process the refund to the consumer's bank.
  
  Should the consumer have further questions regarding this issue, they may contact our ************************ at **************************************** or **************.
  
  Sincerely,
  
  ****** Gabiso
  Complaint Team
  WorldRemit Corp.

  Customer Answer

  Date: 09/11/2023

   
  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.
  
  Sincerely,
  
  *******************************