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:07/07/2023

  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.

  We have had multiple withdraws from WorldRemit ****** ** ************* in the Dates and amount as follows:6/26/23 $50.49 6/26/23 $66.29 6/26/23 $100.00 6/28/23 $30.49 6/28/23 $55.49 6/29/23 $45.49 6/30/23 $60.49 6/30/23 $60.49 6/30/23 $65.49 Totaling $534.72 so far. We have not clue even what Worldremit ****** **. We would like for them to replace the monies as this was fraud. I will be contacting them and the bank.

• Initial Complaint

  Date:06/20/2023

  Type:Product 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.

  Money was removed from my bank card without my knowledge or permission. I have never heard of this organization, nor have I requested/authorized them to remove money from my bank account. i would like the money immediately returned.

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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.

  Cannot close account. Signed up for the money transfer service and was unable to use it due to mistaken sign in. My sister put the recipients information where she should have put her information. She then uploaded her drivers license and selfie which did not match. We could not use the service. We used ************* instead. We tried to close the account and found that even when logging in there was no formal button to close the account even if no transactions had occurred. We called their US customer service number ************ and spoke to *****. We were told they could not help us and there was no supervisor. We were not given a case number. No process to close account on website even though NO transactions were made.

• Initial Complaint

  Date:06/04/2023

  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.

  On July 4th at 3:30am,some scammers logged into my worldremit account and added their name as recipients,they saved someone else's card on my account and used it to send money to three people ,I have attached all the information to make sure world remit does proper investigation and find out these people that used my account information for these scams After I saw the email,I changed my passwords and logged into my account and found indeed there were transactions made and good thing my card wasn't used but then world remit is not secured enough,they did not protect my information from hackers to attack I haven't used world remit in four years and instead of them protecting my account ,they never did ,my address on their file is very outdated ,you can tell,I haven't used the account in a while ,they exposed my information to attackers making it seem like I made those transactions.Now they have put my information at risk I called world remit and they said they have documented everything , I hope an investigation is carried out and get the fraudsters reprimanded .I have told world remit to delete my account as a victim of fraud and erase my information from their malicious site ,to avoid this from happening again which I hope they do.

  Customer Answer

  Date: 07/14/2023

  I will like to get a response from world remit regarding the investigation they told me they will carry out about my identity used for fraud,they have not sent me a response since I called them on phone about this issue ,they only said they will carry out an investigation which they have not because I have not heard from them since them ,I want to know how scammers were able to log into my account ,why they resetted my password on my behalf and allowed scammers gain access and used my information to do fraud, since they haven't gotten back to me about the result of this investigation ,it shows they have a hand in this and I have told them several times to delete my account to avoid this from happening again and they have not ,so I need answers . To BBB-Do not close my complaint merely because of my desired resolution because that doesn't change the fact that I need answers from them or that I am a victim of identity theft Desired Resolution: Contact by the business

  
  

• Initial Complaint

  Date:05/23/2023

  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.

  On February 26 2023, I created an account on ********************** app. There is some glitch on the app while I was uploading required documents but I got an email with the notification that the documentis approved. When I tried to make the wire transfer, the app asked me again to upload documents which already submitted. I tried to upload again then immediately they canceled my transaction and closed my account for security reason but cannot disclose the details. They said they sent me a link for the policy through email which has Cannot find the page Error sign. I called the customer service but he only said they cannot give the reason for security issue but said he will escalate the issue and reopen the account which never happened. I called again on May 23 but got the same response that they cannot tell me the reason then asked me to read the link that explaining the policy - the link doesn't work. She briefly read the part of reason to me but didn't apply to my case at all. I'm not sure the reason they closed my account is because of my race, gender or something else. Because I cannot think of any reason other than discrimination. I tried to submit the complaint through their website but the link kept circling me back to the previous page. The vague explanation, shady policy, and lack of communication shouldn't be their business practices.

• Initial Complaint

  Date:05/22/2023

  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 sent money to a friend of mines through Worldremit app on Tuesday May 16th,2023, Transaction #********* it was supposed to be deposited into my friend account within an hour. Today is Monday May 22nd and he still has not receive the money. I have called Worldremit 3 times already requesting to cancel the transaction and refund me my money. They keep on giving me excuses that they are having "technical difficulties" and its "still processing" and have refused to cancel it. I dont have time to keep calling Worldremit multiple times a week to cancel my transaction. I want a full refund of my money, I am no longer interested using there services to transfer money. I would like my transaction cancelled and fully refunded to me.

  Customer Answer

  Date: 05/22/2023

  Good afternoon, I would like to cancel my complaint. Worldremit has just issued my refund this morning.

• Initial Complaint

  Date:05/21/2023

  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.

  On May 19th, I received an email from Worldremit saying that my account was permanently disabled as It does not pass world remit security checks. I was surprised as I have been using world remit for 2 years now. I called customer service and they didn't clarify why my account disabled other than they reserve the right to deny me service. At least for a customer who has used your service for 2 years, a notice would have been enough so I can generate receipts from transfers I did in the past in case. I

• Initial Complaint

  Date:05/04/2023

  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 regularly utilize World Remit to send money to friends/family in *******. I have been using this app for over 4 years now, and although they had previously given me issues in regards to continuously verifying my identity, overall I've had no issues with the company or it's services. Until about a week ago. I received an email stating my account has been permanently disabled and I've been blocked from using the service. The company states I have not passed their security checks, but will not list what those security checks are. Although the company's terms and conditions state they can cancel service with ** at any time and have the right to discontinue our use of their services for any reason. It is bad customer service to cut someone off from using the app without any explanation as to why. I would like to see my service reinstated or receive an explanation as to why it was disabled in the first place. Did I break a law? Am I under investigation? If not, why was my account disabled? I didn't break any rules that I know. I would just like some answers or to be allowed to use the app again.

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint 20018663 - ***********************
  
  This letter is in response to the complaint filed on May 4, 2023 with the Better Business Bureau by ***********************. This complaint was received by ** on May 5, 2023.
  
  We have researched the nature of this complaint. The consumer has alleged that WorldRemit has terminated/closed/disabled her account without explanation as to why and has requested to reinstate the consumer's account.
  
  ********************** has identified that the consumer's account has been permanently terminated/closed/disabled as it didn't meet our approval criteria therefore, we are not able to provide our services going forward. Per our terms and conditions, we are obligated to terminate any relationship with our customers if our approval criteria are not met. To uphold the integrity of our internal procedures, we are unable to disclose the specifics as it would violate our security policies.

  Please let ** know if you still require any further assistance.

  Regards,

  Lizter

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20018663
  
  I am rejecting this response because:

  It does not make sense as to why you cannot provide me with a valid reason as to why I was removed from your platform. I sent money to a business in ******* that exchanges USD to Naira in *******. Her name is ***************************. It is a legal business that is used so that our friends, loved ones, and associated can receive funds from the ****, as ******* changed their policy on allowing ********* to receive money to their direct account. Why was.this cause for removal from this platform?

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/11/2023

  Dear ***********************,

  Hope you are doing well today.

  We understand that you would like to know the reason why we closed your account on our platform. Unfortunately, as a highly regulated financial company, we are unable to provide the exact reason nor divulge the nature of our approval criteria, as this would compromise the process. We apologize that we are not able to provide more information regarding these checks.

  Whilst we understand now the nature of your transfers, our decision to keep your account closed will remain the same. We are really sorry if we did not resolve the complaint to your satisfaction.

  Regards,

  Lizter

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a transfer of $280.99 with this company to ******* on April 12th. After ***** minutes of the transfer not being received by the recipient, I called WorldRemit to check the status. They stated that the transfer would be sent within ***** hours. After waiting a little more than 48hrs, I called WorldRemit and was told there was a technical issue with there partners. I would receive updates about the transfer through my email. After 8 days the transfer still had not processed and I called to cancel and receive a refund. WorldRemit told me that I can not cancel because it is in process with their partners and to keep checking my email. I decided to dispute with my financial institution and it been almost and month and I dont have my funds. All I want is for them to return my funds that were never sent to the recipient. This is the worst service I have ever received from them. That money was supposed to be sent to family for household needs.

  Business Response

  Date: 05/02/2023

  Better Business Bureau
  PO Box 140015
  *****, ** *****
  RE: Consumer Complaint ******** - ***********************
  
  This letter is in response to the complaint filed on May 2, 2023 with the Better Business Bureau by **************************. This complaint was received by us on May 2, 2023.
  
  We investigated the nature of this complaint. Our customer ****************** initiated a bank account transaction to ******* with an instant settlement time on April 13, 2023; however, our local partner in *******, has experienced intermittent technical issue causing some transactions to remain pending. Please keep in mind that we have kept her informed of the delay via email on a daily basis.
  
  Please also note that our website indicates that in most cases, money transfers sent using WorldRemit will arrive within minutes. You will see the expected delivery time before you make a payment. We aim to complete transfers within the suggested time, but some transfers may take longer depending on the receive method. Per our Terms and Conditions, Section 3.5 states, 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.
  
  Our record shows that ****************** reached out to her bank to file a dispute. The customer's bank and ********************** already settled this and we believe that her bank already processed a credit amounting to $ 280.99.
  
  We sincerely apologize for any inconvenience and should you need anything else from us, please let us know.
  
  Sincerely,
  
  *******
  
  

• Initial Complaint

  Date:04/29/2023

  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.

  send two payments to my relatives in ***** on Apr 23 2023 and April 25 2023. I have been sending money thru this same method for past 3 years (last was on April 3rd 2023). The payments are going to the same account for past twp years. the receipient has not received both payments. I have emailed and called world remit many times. They never answer calls or email back. I experienced similar issues in 2020 when there were two payments that were to be refunded but inspite of numerous follow up they never refunded these payments (considered lost now). it is now happeninh again to me where things have gone missing. Please help resolve this. The relatives depend on thesee remittances and need your for a quick resolutio

  Business Response

  Date: 05/09/2023

  This letter is in response to the complaint filed on April 29 2023 with the Better Business Bureau by Mr. *************************** This complaint was received by ** on April 30 2023.
  
  Please be advised that we have already contacted Mr. ***************** regarding this complaint, and we will notify you and provide you with the results of our investigation as soon as his concerns have been resolved.
  
  If you have any questions please let ** know.

   

  Regards,

  *******