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:08/24/2023

  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.

  Between August and 7 and August 10th I sent 3 wire transfers through WORLD REMIT that totaled $124.00 dollars. I have made several attempts to get a refund but WORLD REMIT has designed its system to give people the run around. I spoke with THEM again on 8/24/2023 and they begin to tell me that they had in fact refunded my money. After they supposedly verified my refund I told them that they in fact was not being truthful and that I would be contacting the proper agencies to file a complaint. I see that they have hundreds of complaints and nothing seems to be done about it. REF#************, ************, *************

  Business Response

  Date: 09/05/2023

  This letter is in response to *************************************** Better Business Bureau complaint filed on August 24, 2023. We were unable to view this complaint in our system on time for some reason and received this report on September 4, 2023.
  
  We researched the nature of this complaint and identified that it is related to three cash pick-up transactions in *******. Our system indicates that ***************** requested a cancellation, so we have acted on his request. The refund should have been returned within three working days, but he complained and reported not receiving the funds since he mentioned using a prepaid-debit card issued by ******** so we contacted **************** and provided ***************** with the following ARN (Acquirer Reference Number) via email on August 25th, which will help in locating the refund with the card issuer/provider.
  
  Transaction 144WR171087302 
  Created on 08/08/2023 
  Cancelled and refunded on 08/08/2023
  ARN: 74493983220700978622848
  
  Transaction 144WR171365328 
  Created on 10/08/2023 
  Cancelled and refunded on 10/08/2023
  ARN: 74493983223700908999511
  
  Transaction 144WR171366567 
  Created on 10/08/2023 
  Cancelled and refunded on 11/08/2023
  ARN: 74493983224700922440814
  
  Please let us know if you have any questions.
  
  
  Sincerely,
  
  *******
  
  

• Initial Complaint

  Date:08/24/2023

  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 $2000 to my family back in ******* on 08/17/2023 (Transaction # *********). After 2 days I called to know why my transaction was still processing, l was told my "transfer had been delievered" but unfortunately recipient never got any fund in his account. I called again to make a complaint 08/20/2023 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 08/24/2023 called again more than 5 times and being on hold for 1hr each time to get my $2000 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 week now and they are still not willing to refund me back my money.

  Business Response

  Date: 09/06/2023

  September 6, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 24/08/2023 with the Better Business Bureau by **************************************. This complaint was received by us on 04/09/2023.
  
  We have researched the nature of this complaint. The customer was chasing her pending transaction and due to the delay, the customer opted to just cancel this and get her refund as soon as possible. On August 17, 2023, we received this transaction, and on August 19, 2023, we recognized it 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, they have acknowledged that this transaction was successful and have provided us with a session ID so that we may let the client know how to track the money from the receiving bank's end. The bank is unable to track the funds even with the session ID.
  
  Thirdly, we told them that the session IDs weren't functioning, and they responded by giving us proof of payment that we then delivered to the customer but which didn't help them find the funds.
  
  Finally, on August 29, 2023, we received confirmation from the local partner that this money had been unsuccessful and had been returned to us.
  
  The cancellation was completed on August 30, 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 8, 2023, the consumer must receive the reimbursement.
  
  Please let us know if you have further questions.
  
  Kind Regards,
  Jowe

• Initial Complaint

  Date:08/23/2023

  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 made a two transaction on world remit on August 17th 2023 of $2000 and $300. Money was not delivered to the receiver and its showing delivered on their app. *** made several attempts to find out whats delaying the transfer but their customer service keeps hanging up on me. A week after, ** still waiting for my refund.This company is a fraud and scammer.

  Business Response

  Date: 09/14/2023

  Better Business Bureau
  *********************************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ********: *******************************
  
  This letter is in response to the complaint filed on August 23, 2023, with the Better Business Bureau by consumer *******************************. This complaint was received by us on September 14, 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 for both $2000 and $300 was marked as paid, and the consumer received an automatic notification that it was delivered to the recipient account on August 19 for the first amount and on August 20, 2023 for the second. 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 transactions were affected, and as part of the resolution, since the transactions could not be delivered, the transactions failed, so we processed a manual cancellation. Funds were reversed back to us by our pay-out partner. In lieu of the funds not being reversed, we initiated a cancellation and refunded the consumer.
  
  The transactions were fully cancelled, and funds were refunded to the consumer bank account on August 29, 2023. The funds should be visible anytime within 3 working days after we process the refund to the consumer's bank, not later than September 1, 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:08/21/2023

  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 sent a total of $3900 to ******* though WorldRemit Corporation since 8/15/2023. I usually send money to the same recipient using WorldRemit. I sometimes send up to $4900 through them to the same recipient. This time they asked me to send them proof of my income and my bank statement, I complied and sent the two documents to them. I sent my bank statement and my pay stub to them. Usually remittance should take just a few minutes to be delivered to the recipient. Today is 8/21/2023 and they have not delivered the money. I asked for a refund and they have refused to refund my money without any explanation as to why they are holding my money. I called their customer service several times and I ended up hanging up the phone each time after more than 45 minutes on hold without anyone answering the phone. They sent me a message that they delivered $900, but it is a lie, not a dime has been received from them. Please help. I just need my hard-earned money,

  Business Response

  Date: 09/11/2023

  This letter is in response to ******************************* Better Business Bureau complaint filed on August 21, 2023. We were unable to view this complaint in our system on time for some reason and received this report only on September 1, 2023.

  
  We researched the nature of this complaint and identified that it is related to two transactions to *******, a cash pick-up ********* and a bank transfer 172010946.

  
  1. Our system indicated that the cash pick-up transaction created on August 15th was on hold for further due diligence, so we requested information from ************* in accordance with WorldRemit policy. Based on our further investigation it was promptly provided, but the email was routed to the spam folder which is why it was overlooked and additional information was still requested from him, leading him to proceed with the cancellation on August 22nd. The preauthorized charge amounting to $ ******* should have been returned to his account within three working days. Please keep in mind that this was never our intention, and feedback has already been sent to the relevant team.

   

  2. The bank transfer transaction created on August 17th, on the other hand, was processed on our end but not recorded as complete until August 19th. ************* complained and reported that the funds had not been received; as a result, we contacted our local partner in ******* and escalated this issue because it had impacted multiple transactions, and we recently discovered that they'd experienced some technical issues, causing some transfers to be rejected rather than credited to the receivers' bank accounts. Since the issue with the affected transactions has not been fully resolved with our local partner, we have decided to cancel the transaction on August 30th and the refund amounting to $ ****** should have been credited back to his account within three working days.

  
  We also appreciate Mr ****** cooperation in supplying the necessary information and documents for the account review, but we regret to inform him that the account is now permanently closed since it does not pass WorldRemit's approval criteria as WorldRemit does not support business operations at this time.

  
  We sincerely apologize for any inconvenience, and should you need anything else from us, please let us know.
  
  Sincerely,
  
  

  *******

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a money transfer from ******* to ***** *******, the transaction number is ********* in the sum of $323.63 on Aug. 16 2023, I received a message at *****pm that the money had been sent to the account of the receiver in *******. The receiver never received any money. This is the 19th of August and no correction has been made to the effect. I called, was kept on hold like a long time and eventually I was told that they have sent the money but there was no money delivered, the bank in ******* said there was no money sent. Subsequent calls were never answered as I was kept on hold for hours, no response till I hung up.

  Customer Answer

  Date: 08/22/2023

  The recipient went to the bank in ******* this morning and was informed money was never sent to his account, and this company never picks calls nor respond to requests.

  Business Response

  Date: 09/05/2023

  This letter is in response to ************************************* Better Business Bureau complaint filed on August 19, 2023. We were unable to view this complaint in our system on time for some reason and received this report only on September 1, 2023.
  
  We researched the nature of this complaint and identified that it is related to the bank transfer ********* to ******* on August 16th. Our system indicates that it was processed and marked as complete within the settlement period, but ***************** complained and reported that the funds were not received; thus, we contacted our local partner in ******* and escalated this issue because it has impacted multiple transactions, and we recently discovered that they've experienced some technical issues, causing some transfers to be rejected rather than credited to the receiver's bank accounts.
  
  Please keep in mind that this technical issue was totally unforeseen, and we had no intention of delaying our customers' money transfers.
  
  Since the issue with the affected transactions has not been fully resolved with our local partner, we have decided to cancel the transaction ********* on August 30th, and the refund should have been credited back to Mr ******** account within 2 to 3 working days.
  
  We sincerely apologize for any inconvenience, and should you need anything else from us, please let us know.
  
  
  Sincerely,
  
  *******
  
  

  Customer Answer

  Date: 09/13/2023

  Thank you, the money has been refunded going two weeks now.

• Initial Complaint

  Date:08/19/2023

  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.

  My name is ******** , and I reside in ********. On August 16, 2023, at around 11 pm, I initiated a transfer with the transaction number *********, sending NGN ********** (approximately ******) to my ******** bank account with the intention of helping my elderly father in a severe emergency. However, my experience with WorldRemit has been deeply frustrating and concerning. After the transfer, I received notifications that left me baffled and distressed. At 4:30 am on the following day, I received a message stating that a "technical issue" was ongoing and that my transfer was not yet resolved. This was deeply unsettling, as the funds were urgently needed.Around 5:19 am on August 17, I received another email with the title ************* indicating that the money had been successfully delivered to my recipient. I immediately checked my bank account, but to my disbelief, no funds had been deposited. Distressed and bewildered, I reached out to my bank for assistance, only to discover that they had no record of the transaction taking place.I attempted numerous times to contact WorldRemit's customer service via email, social media platforms, and even phone calls. However, I have been met with automated responses and unhelpful replies, further exacerbating my frustration. Despite repeated attempts to get in touch, I have been left to navigate this distressing situation on my own.I would like to emphasize that this is not an isolated incident. A quick search on ******* reveals that others are facing similar issues, which raises serious concerns about the reliability and integrity of the service. My trust in WorldRemit has been severely shaken, and I implore Worldremit to address this matter urgently.After persistent efforts, I was finally able to have a case created with the reference number ********. Unfortunately, even with a case number, my attempts to receive updates have yielded conflicting responses from their customer service representatives. At one point, I was told that the funds were not actually delivered and that their team was working on resolving the issue. At another, I was informed that the funds were sent, but a mystery surrounds why I did not receive them.I have requested proof of the transaction's completion on multiple occasions, as this would greatly aid me in my discussions with my bank and aid in further investigations. Regrettably, these requests for documentation have been met with unfulfilled promises of callbacks that never materialized.As of today, August 19, three days after the transfer was initiated, I remain without a resolution or a clear understanding of what has transpired.

  Business Response

  Date: 09/12/2023

  September 12, 2023
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  
  This letter is in response to the complaint filed on 8/19/2023  with the Better Business Bureau by *******************************. This complaint was received by WorldRemit on 12/09/2023. Please do note that the customer's issue was already resolved by us on 03/09/2023 which is prior to receiving this BBB complaint notification.
  
  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 16, 2023, and on August 17, 2023, our local partner has marked it as paid. On the same day, the customer contacted us and advised that the funds never arrived to the recipient's account. We then chased our local partner to confirm the exact status of this transaction and reported the recipient's claim.
  
  Our local partner initially told us of a technical issue in which transactions, marked paid by the system, but the funds never arrived to the receiver's bank.
  The first resolution provided to the customer is by giving them a session ID which is a reference number that the recipient's bank can trace the transfer through their system. The customer contacted us back and has advised us that the session ID provided could not be traced by the receiver's bank.
  
  On August 28, 2023, WorldRemit opted to process a manual refund given that the beneficiary has sent us their complete bank statement as proof that no funds arrived. We proactively returned the money to the sender despite the investigation with our local partner is still ongoing.
  Overall, the transaction became part of an unforeseen technical issue experienced by our local partner.
  
  On September 3, as part of closing process with the customer's complaint, we also offered a compensation amounting to 50 in the form of a voucher, which the customer accepted.
  
  Please let us know if you have further questions. 

   

  Kind Regards,

  Jowe

  Customer Answer

  Date: 09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.It is worth noting that even though I got a resolution, i wasn't until after several escalations to top management before they took me serious.
  

  Till today, there are still thousands with similar issues like mine without a resolution. WorlRemit should find ways to ensure everyone gets a resolution asap.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/14/2023

  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 used to use World Remit for transferring monies to help friends that I have in other countries. The last time that I used them was *** of 2021. On Friday, August 11th of 2023, several transactions were processed that I did not initiate which I assume means that my account was hacked. 3 transactions were put through on my account that I did not initiate on the 11th. I called and waited online for them to answer for 2 hours for them to answer. This fraud so I can't not wait, and wait, and wait. This must be resolved immediately. I want my account closed with all of my information deleted from their system. They can reach me on cell phone number. My account number is tied to my email address. I have moved to a new address since my last tranasction. My old address is ***************************************************************.

  Business Response

  Date: 09/08/2023

  September 8, 2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint ******** - ****************************
  
  This letter is in response to the complaint filed on August 14, 2023 with the Better Business Bureau by ****************************. This complaint was received by us on September 8, 2023.
  
  As we weren't able to receive this complaint on August 14, 2023, we first want to apologize if we were unable to answer on that day. We regret that we are unable to comment on why we did not receive this. Nonetheless, we have researched the nature of this complaint. The customer has alleged that ********************** debited multiple charges from their account without their permission or knowledge.
  
  Upon our initial investigation, WorldRemit has not been able to identify the transactions or charges indicated by the customer based on the information provided. It appears that the customer has been the victim of identity theft as these charges appear to have been made fraudulently by a third party using the customer's payment card and/or bank account information.
  
  We encourage the customer to contact their bank and/or credit/debit card issuer in order to seek reimbursement for these unauthorized charges. Furthermore, if the customer needs further assistance regarding this matter then we encourage him to contact the WorldRemit **************** at ********************************.
  
  In case the customer decides to proceed with deleting his account and data. He must send a written request to *************************************** and he can be assured that the proper team will respond appropriately.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:08/11/2023

  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.

  Monies taken out of my bank account I did NOT AUTHORIZE. The amounts are $150.00, $160.00, $15.00, and $86.65. I expect reimbursement immediately.

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint 20458546 - *********************

  This letter is in response to the complaint filed on August 11, 2023 with the Better Business Bureau by *********************. This complaint was received by us on August 31, 2023. 
  
  As we weren't able to receive this complaint on August 11, 2023, we first want to apologize if we were unable to answer on that day. We regret that we are unable to comment on why we did not receive this. Nonetheless, we have researched the nature of this complaint. The non-customer has alleged that ********************** debited multiple charges from their account without their permission or knowledge.
  
  Upon our initial investigation, WorldRemit has not been able to identify the transactions or charges indicated by the non-customer based on the information provided. It appears that the non-customer has been the victim of identity theft as these charges appear to have been made fraudulently by a third party using the non-customer's payment card and/or bank account information.
  
  We encourage the non-customer to contact their bank and/or credit/debit card issuer in order to seek reimbursement for these unauthorized charges. Furthermore, if the non-customer needs further assistance regarding this matter then we encourage her to contact the WorldRemit **************** at ********************************.
  
  Sincerely,
  
  Lizter

  Customer Answer

  Date: 09/06/2023

   
  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:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 send $25 to my friend in *******. They never sent him the pick up code so he is unable to pick up the money. I have sat on hold on their phone system for a total of 7 hours and never have received an answer. Im convinced that its a fake number and there is never a human on the other end. Its just a lollipop to pacify customers. There is no chat on their page. There is no way to contact them and inform them of a issue. There is no place to request a resend of the number and they should share the number with the sender. Which they do not. I did send a letter. I doubt I will get a response. Just a horrible experience. The money is listed as picked up but he had not been able to access the funds without the code they forgot to send.

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******************************. My telephone number is ********** and my email address is ****************** For a long time now, my account has been blocked. Up till this moment I still dont know why Im blocked. All efforts through customer service to find out the reason why Im being blocked proved abortive. Even yesterday I made a phone call through customer service, waited for 13 minutes before someone came on line. I was still put on hold at the representative request only to be told that someone will get back to me soon. No one did call me. Please Im asking can they unblock me so I can make necessary transfers that I need to make. Thanks Sincerely yours ****************************** Sent from Yahoo Mail for iPhone