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:04/27/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  The date date of transaction was 4/03/23. I sent $600 to a family member for urgent medical procedure. The transaction # *********. The receiver was supposed to receive the money without hassle or problem. Somehow, the tracking number showed that the money has been paid but the received never received the money. I was unable to cancel the transaction. I have been calling them and emailing them every week trying to resolve the issue but the keep telling me that; they will get back to me within 2 hours but to no avail and other times would tell me that they are still waiting for a response from their local partner.

  Business Response

  Date: 05/01/2023

  Better Business Bureau
  PO Box 140015
  *****, ** *****
  RE: Consumer Complaint ******** - *******************************
  
  This letter is in response to the complaint filed on April 27, 2023 with the Better Business Bureau by ***********************************. This complaint was received by ** on April 28, 2023.
  
  We investigated the nature of this complaint. Our record shows that the transaction was created on April 4, 2023, and was collected by the recipient the same day; therefore, cancellation is no longer possible since it is already paid. Now, the customer contacted ** the following day, April 5, 2023, to report that the funds were not collected by the recipient.
  
  From the time that we received the report, we have reached out to our local partner right away for them to further investigate. As requested by the customer, we have attached the proof of collection forwarded by our local partner.
  
  We sincerely apologize for any inconvenience and should you need anything else from us, please let us know.
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19992551
  
  I am rejecting this response because: The receiver never collected the funds and the hand writing was not that of the receiver. The address on the receipt was not correct including the signature.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/08/2023

  Good day!

  The attached proof of collection as well as the Bank Verification Number (BVN) which show that it was collected by the recipient. A BVN is a unique identity for each individual across the ******** banking industry.
  
  In addition, upon collecting the funds, we have additional security measures to follow. When in a branch the beneficiary will be sent an additional code (***) to their mobile phone after supplying ID and transaction number. We have attached a screenshot showing that we sent the *** on April 04, 2023 on the recipient's mobile number in record which is matching the mobile number entered upon creating this transaction.
  
  For ** to further investigate, kindly provide ** your recipient's (********************) valid photo ID with signature.
  
  We look forward to receiving the requested document.

  Sincerely,

  *******

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19992551
  
  I am rejecting this response because: The receiver went to the bank, filled out the collection form with the code he received. Handed the completed form to the bank teller and she still insisted that the code was not correct. She took the completed form after the receivers security information has been verified. She (the teller) still said that the code was not correct, never gave back the completed form to receiver and asked him to come back the next day. The receiver told the Teller that he doesnt want to hear stories when he returns the next day. When the Teller returned the next day that same ****** said that the fund has been collected. What the receiver feared happened. It wasnt this legitimate receiver collected the money. It wasnt his signature or his address.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/15/2023

  Hello, last week I received a message that I should send the identification information of the receiver which I did send last week. I am resending it again for the second time. His ID has his number and address. He sent a copy of his signature. I dont know what else they need from me.

  Customer Answer

  Date: 05/17/2023

  I have sent the receivers phone ID attachment twice to you as requested. I am sending it again via email ****************************************

  meanwhile, I have not received the information I asked for from WorldRemit regarding the local bank location, branch and name to enable me expedite my own investigation.

  Business Response

  Date: 05/25/2023

  Hi ****,
  
  Our local partner has confirmed that EFFURUN is the place where the funds were received/collected. The **** ID that was provided does not have a signature on it, so we are unable to evaluate whether the signature is legitimate or not with regard to the identification. For ** to conduct additional research, kindly provide a different ID that bears the receiver's signature.

  We appreciate your cooperation and hope to hear from you soon regarding the needed information.

  Kind regards,
  
  Lizter

  Customer Answer

  Date: 05/26/2023

  Hello, you have requested another information. Here is the ** card of the receiver with his signature and address. You can see now that he was not the one that collected the money and has never been to the said Effurun location. The bank people( an insider) may have forwarded his details to a syndicate.

  Business Response

  Date: 06/06/2023

  We hope this message finds you well.
  
  We have checked the communication history of this complaint and did not see the updated recipient's ID that the customer is referring to. Kindly ask the customer to attach the recipient's ID again with the signature on it.
  
  We look forward to receiving the requested document.
  
  Sincerely,
  
  *******
  
  

  Customer Answer

  Date: 07/10/2023

  Hello,
  I wrote to you last time regarding the premature closing of this case. You requested a copy of the updated ID of the receiver, and I sent the requested information within those 7 days. I could not upload it into BBB other email, but I sent it directly to this email address @ Resolution Specialist. I stated that someone from your local partner`s bank copied his signature and used his BVN to collect the money. My brother did not receive the money. I need more investigation. Therefore, please reopen this case. I cannot just let my hard earned $600 go like that.
  
  Thank you so much,
  

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  April 10, 2023. I have been making an App, using a fellow overseas. I went to transfer him the money he is owed ($4000), but WorldRemit/**** says that you can't transfer more than $425 US to his currency. I send 3 payments of $425 and then we decide to send $1225 US to US, no conversion. That worked. Then I go to send another $1500 and Wise deactivates both our accounts. I look at my bank account and the original $2500 amount is gone. The recipient didn't get the money out of his account because of the deactivation, so he hasn't been paid as it is sitting in his closed account that he can't access. I tried to make an appeal and I get an instantaneous response saying that "After reviewing your case we've decided to keep your account closed." Go through their site to try other ways and it blocks you from communicating. I finally found a phone number, but of course the two different "customer service" persons can't see or do anything and that I have to go back to the website and file an appeal - once again I get the "After reviewing your case we've decided to keep your account closed."On April 19, 2023 I finally spent an entire day with the IT people at Wise. The IT people logged into my Wise account, did something, opened a WorldRemit account and proceeded to start paying a ******************* $777.00 and a Badhon Saha $571.03 by taking funds out of my ***** ********** Account! I asked the IT "specialist" what he was doing and he assured me all was good that this is how we return the money to all the people affected by the Deactivation of My and the original intended person's Account. While sitting on the phone from 7:30 am to 12:30 pm waiting on all this, I decided to have a look at my ***** Fargo account. Sure enough, they were stealing money out of my account - I disconnected them. Not only do they have my original $2500, they're brazenly stealing money out of my bank account while correcting other people's problem. ***** Fargo has been notified and can't stop the $2500

  Business Response

  Date: 04/25/2023

  Better Business Bureau
  PO Box 140015
  *****, ** *****
  RE: Consumer Complaint 19977753 - ************************************
  
  This letter is in response to the complaint filed on April 24, 2023 with the Better Business Bureau by ******************** *************************. This complaint was received by us on April 25, 2023.
  
  We investigated the nature of this complaint. Our record shows 2 transactions created on April 19, 2023.
  

       * Transaction ********* amounting to $ ****** got paid or credited to the recipient's mobile money account the same day; therefore, we can no longer cancel & refund. We would highly encourage the customer to contact his bank immediately and inform them of this unauthorised charge on the account, so they can proceed with the standard protocol of cancelling the compromised information, etc. Your bank has procedures in place whereby their customers who are victims of fraud can be reimbursed for their lost funds
       * Transaction ********* this was cancelled. The payment amounting to $ 777 is still on a pre-authorization stage. This means that when the transaction was placed, a request for funds was sent to the bank/card issuer. They then reserved the funds for us to collect. Please note that this is not an actual charged amount and no funds are taken. When the transaction was cancelled, we also cancelled the request for funds. The customer may reach out to his bank on this as they will typically just drop the payment.
  
  With regard to the $2500 payment, we would suggest contacting Wise to have them investigate on the charge as well on their IT specialist.
  
  In addition, we have disabled the customer's ********************** account for the security of *************************************
  
  Should further questions or concerns arise regarding the unauthorised charges, we encourage the consumer to contact the WorldRemit **************** at ********************************.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19977753
  
  I am rejecting this response because: The long winded answer by WorldRemit (a subsidiary of Wise) does not return the money.  In looking at the ***** ********** account today (April 25, 2023), there is a "Provisional" credit of $571.03 only.  There is no credit of $777.00 credit.  Explaining this that and the other thing about whatever - does not put the money back into my account that was unlawfully stolen by WorldRemit in the first place.  WorldRemit has now acknowledged that they did indeed steal money out of my account with this communication.  If you are able to immediately steal money out of my account, you can immediately put it back!   As for the $2500, WorldRemit is a Wise subsidiary as stated above.  Wise IT people were able to get into WorldRemit as I sat on the phone with them for well over 6 hours.  Wise is based in ******, ******* (I believe) whereas WorldRemit is based in ******, ********.  The BBB is better able to communicate with WorldRemit, so I suggest that the people at WorldRemit communicate with their counterparts at Wise and resolve the $2500 issue.  Wise is not communicating either via telephone, email or website.
   
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/20/2023

  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.

  On April 10th I initiated a transfer of a $100 and as of today April 20th the recipient is yet to receive the payment, it reads as sent on the WorldRemit app, but upon speaking with their rude and incompetent customer care it was disclosed by one of them after tossing me around for a whole week that there was an issue with their 3rd party. I insisted on a refund and they said they couldnt issue a refund and I had to keep waiting for God knows how long to get an update, mind you it had been a week already. The rude representative I spoke to today April 20th 2023 at 11:31 am cst, upon requesting he give me a contact for their 3rd party, kept blowing me off and even got aggressive with me over the phone simply because I need to investigate whats happening with my money. All I could hear was women laughing in the background, no sense of professionalism, no regard for the customer. I have patiently waited for my money from WorldRemit, they have given me the run around and the rude customer representative hanging up on me when I asked for a contact of the 3rd party agent for purposes of conducting my own investigation, I will be filing a litigation against worldremit. You can not take advantage of hard working Americans.

  Business Response

  Date: 04/24/2023

  April 24, 2023
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****
  RE: Consumer Complaint ******** - *************************
  
  This letter is in response to the complaint filed on April 20, 2023, with the Better Business Bureau by *************************. This complaint was received by us on April 21, 2023.
  
  Regarding the customer's 1st concern, on April 10/04/2023, it is when we received the transaction of the customer, *************************. The transaction was marked as paid on 11/04/2023. The customer then called on 12/04/2023 claiming that the funds were not received by the recipient. So, we sent an email to the local partner confirming the status of the transaction until 20/04/2023, we received an update from the local partner confirming that the transaction 
  was not successful as it did not reach its final status. Customer then decided to cancel the transaction. We canceled the transaction and advised of the refund timeframe which is within 3 working from 20/04/2023. Please also refer the *** below to the customer for her to show it to the bank to locate the refund.
  
  ***: 74793383110002139815855
  
  
  Regarding the customer's 2nd concern about the rudeness of the representative he spoke with, please know that we do not tolerate such behavior from our colleagues. An investigation has been done and disciplinary actions will be provided to that representative.
  
  Should you or the customer need anything else, please do not hesitate to let us know.
  
  
  Sincerely,

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

  Customer Answer

  Date: 04/30/2023

   
  Better Business Bureau:
  
  If the business representatives had been honest with me from the get go, it would have given me clarity, but instead I kept getting lied to and tossed around, which led to my recipient having to make multiple trips to his local bank. After my numerous calls to worldremit one of their representatives finally admitted to the funds not being deposited in the recipients account and she assured me that she would contact their third party. I got In contact with worldremit approximately 2-3 days after the last call I had made to them after complete silence from their part & that was when the rep I spoke with said it was a lie and that the money was deposited, and refused to put me through to a supervisor and give me a means of which I could reach their third party to which I could investigate and then proceeded to hang up on me when I was questioning him. I then proceeded to file a complaint with the bbb, and later on I received an email from worldremit stating that they couldnt reach me which obviously was a lie, because I had been in contact with them and they kept blowing me off. After I received that email I then proceeded to call them and the rep I spoke with them admitted that their local partners didnt send the money and asked if I would like to proceed with them resending the money and then I opted to cancel the transaction and get my money back, which they did and i got the alert from my bank that it had been credited and then it was then debited and later reaccredited. This was by far the worst experience I had ever had dealing with any business, I shouldnt have to escalate the situation for me to get acknowledgment and taken seriously as an hardworking ******** who works very hard for every dime. So yes my money was refunded but it was a hassle. 
  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:04/17/2023

  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.

  4/14/23 {Friday} around 10pm,I check my account balance on my wings financial credit union app. there's 2 transaction that is pending from worldremit. one is $****** and $350. Tried to call my bank right away to cancel/dispute the charges but unfortunately its already beyond their business hr. I check my worldremit app but no such record on the said amount during that time. called the worldremit multiple times {************} but to no avail. by Saturday morning 4/15/23 checked my worldremit account and their was already a record of 2 transaction, went to the bank and report a fraud on my account and at the same time I was able to get hold of a representative from other party. my banker was able to talked to the other party as well. the other party told me that they will expedite the investigation. they mention that the ****** transaction was been transmitted/sent out already and will take longer to process the investigation. 4/17/23 i discovered that my account was been blocked at ************************** have no means of contacting them already. PLS HELP

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****

  RE: Consumer Complaint 19947139 - *********************
  
  This letter is in response to the complaint filed on 18/04/2023 with the Better Business Bureau by *********************. This complaint was received by us on 18/04/2023.
  
  We have researched the nature of this complaint. The consumer has alleged that WorldRemit debited two charges worth $907.92 and $350 from the consumer's bank account without their permission or knowledge and has requested to be refunded in full.
  
  WorldRemit has identified that based on the information provided by the consumer, it appears that their account has been compromised. The attempted charge of $350 using the consumer's personal and payment card information was recognized as fraudulent and was therefore canceled and voided on 17/04/2023. Refunded money transfers can take up to 3 working days to be returned and these funds should be available in the consumer's available account balance no later than 20/04/2023. For the attempted charge of $907.92, WorldRemit is unable to cancel as the transfer has been completed. We encourage the consumer to contact their bank in order to seek reimbursement for this unauthorized charge.
  
  In addition, we would like to add that the consumer's account has been reactivated as per her request after following and completing security protocols.
  
  Should further questions or concerns arise regarding the unauthorized charges, we encourage the consumer to contact the WorldRemit **************** at ********************************.
  
  Sincerely,
  
  Lizter

  Customer Answer

  Date: 04/19/2023

   
  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:04/16/2023

  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.

  Money sent on 17th of March 2023 to ******************************** with the transaction number ********* never got to the recipient's account ,during this ***************************** had a technical issue which withheld the processing of the funds till 18th March 2023 ,I submitted bank statement as worldremit requested from the recipient to show that the money never arrived the intended account.i have called them severally and they are telling either they are waiting for response from their local partner or another excuse.please I need help to recover this money.thank you for your help in advance.

  Business Response

  Date: 04/20/2023

  This letter is in response to the complaint filed on April 16 2023 with the Better Business Bureau by ****************** *********************************. This complaint was received by ** on April 17 2023.
  
  We investigated the nature of this complaint. ********************** initiated a bank account transaction to ******* on March 17th with an instant settlement time, but our local partner has notified us of intermittent technical problems causing some delays but our system shows that it has been completed on March 18th and we were provided with the proof of deposit.
  
  As ********************** complained that the funds have still not been deposited to the recipient's account, we have escalated this to the relevant team and decided to return the money while we investigate with our local partner. We already processed a manual refund of $610.79 on April 19th, and the money should be available within 2 to 3 business days.
  
  Please also be advised 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.. 
  
  We sincerely apologize for any delay and please note this was never our intention.
  
  Should you need anything else from us please let us know.
  
  Regards,
  
  *******

• Initial Complaint

  Date:04/05/2023

  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.

  On 4.3.23 they attempted to take ****** out of our bank account. They did they same amount on 3.31.23. We never authorize these transactions and we are having to continually dispute them with our bank.

  Business Response

  Date: 04/06/2023

  This email is in response to the complaint filed by ***********************************************
  
  It appears that ***************************** appears to have been a victim of fraud. We attempted to find out if she has a WorldRemit account or an account created in her name (registered in *****************), but we couldn't find one. We may need to refer this to our Fraud team for further investigation, and in order to do so, we require the following information.
  
  Charge(s) date(s):
  Charge(s) amount(s):
  Name of the bank:
  Account holder's name:
  Card number (first six and last four digits):
  Card Issuing Country:
  Type of card:
  
  Alternatively, ***************************** can also our Fraud team for further assistance at ********************************.
  
  Thank you and please let me know if you have any questions.

   

  Regards,

  *******

• Initial Complaint

  Date:04/03/2023

  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 $400 to my husband in ******* on Friday. It is now Monday and the money still has not been received by him or by me and all I get is excuses when I call and no one actually helps me or can tell me why world remit is holding my money when my husband really needs it. The money has come out of my account.

  Business Response

  Date: 04/03/2023

  This letter is in response to the complaint filed on 03 April 2023 with the Better Business Bureau by ***************************************. This complaint was received by us on 03 April 2023.
  
  We investigated the nature of this complaint. ********************** initiated a bank account transaction to ******* with an instant settlement time on March 31st, but our local partner, ************ has experienced intermittent technical problems 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.. 
  
  We sincerely apologize for any delay and please note this was never our intention.
  
  Our system also shows that the transaction was rejected by *********** due to the aforementioned connection issue, and because the customer requested a cancellation, we processed the request. Within 2 to 3 business days, the customer should receive a complete refund. We also attempted to contact ********************* by phone to discuss a potential goodwill gesture as a valued customer, but no one was available so we will try again tomorrow.
  
  Should you need anything else from us please let us know.

   

  Kind Regards,

  *******

  Customer Answer

  Date: 04/04/2023

  A generic email has been sent to me however the transfer has still not gone through not had it been refunded to me. I had to come up with more money to send my husband so he could eat wand that transfer went through just fine but this transfer that was started on Friday still has not gone through or been refunded to me on Monday. Why has this transfer still not been taken care of two days later when other transfers seem to be working just fine. And I do have to work so I can't be on or near my phone all day long. I want a refund asap.  
  Complaint: 19887805
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/12/2023

  Good day!

   

  This is to inform you that on April 5th, we contacted ********************** and confirmed that she received the refund. We have also provided her a goodwill gesture in the form of a 20 USD voucher code to apologize for the inconvenience and are currently awaiting her response.

   

  Please let us know if there's anything else you need.

   

  Regards,

   

  *******

• Initial Complaint

  Date:03/31/2023

  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.

  Please Review three attached Doc Pics.I'm trying to send money to my Wifes family in *******. We support her 83 year old Mother and send her money every month.WR promises a service, Then after they've informed me my account has been reviewed and approved. So I proceed to send $100 to test WR's system. Then I received cancellation notice that transactions been cancelled, with statement that they can not give me a reason Why?Is this just Rude Unethical behavior, or a Phishing expedition to steal all the personal info that I gave to set up my account?Is my Identity at Risk? Am I being discriminated against? Have I been cancelled for my conservative beliefs? I am VERY aggravated by World Remit.

  Business Response

  Date: 04/05/2023

  Good Afternoon Team,
  
  We are communicating with you in relation to the complaint raised on March 31st. Thank you for taking the time to file the complaint with us.
  
  We apologize for the inconveniences that our customer had with his account. We would like to explain about the issue he got with his transaction and account. We must inform you that the transaction has been cancelled and refunded from our system due to it did not meet our approval criteria. We are not legally authorized to give details of the reason for each closure. In these cases for further information, you can review our terms and conditions, under the "Terminations" section, where you can find the legal justification for which we can make this decision if we determine that it is necessary to do so. The refund will take up to 3 working days to be reflected on his bank account. In addition, we would like to inform that after we made an investigation with our internal team, we checked if it was possible to reopen the account so customer can keep using our service. Finally the account is active and customer can keep using it. We have also emailed our customer to assist in any issue about the account.
  
  Please contact us if you have any further questions or feel free to visit our website and our FAQS **************************************************;
  
  Kind Regards,
  
  Susans

• Initial Complaint

  Date:03/29/2023

  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 used WorldRemit for money transfer several times in the past. As of January 28th, 2023, I sent $400 through WorldRemit, the receiver ************************* was not able to collect the money, which I have cancelled the transaction right away. I have been waiting on my Refund from WorldRemit since February 2023, I have called the company everyone week and get the same excuses every week, regarding local partners that is holding the money for over 2 months now. The local partner has cancelled the transaction since February a** well.Like I explained to WorldRemit customer service Rep, the money was never paid out, they can see in their system that it was not never paid out to receiver, I have even send money to other people through WorldRemit after this incident happen. I just want WorldRemit to refund my $400 back to my bank account, I have being waiting for a very long time

  Business Response

  Date: 03/30/2023

  Better Business Bureau

  PO Box 140015,

  *****, ** *****

   

  RE: Consumer Complaint ******** - ******************

   

  This letter is in response to the complaint filed on 29 March 2023 with the Better Business Bureau by ******************. This complaint was received by us on 30 March 2023.

   

  We have researched the nature of this complaint. The consumer has indicated that WorldRemit has failed to complete their money transfer and have still not been refunded for their unsuccessful money transfer. The consumer is now requesting to be refunded in full.

   

  The refund associated with the consumer's unsuccessful money transfer was delayed due to operational issues experienced with WorldRemit's payout partner located in *******. With this, we made the decision to process a manual refund. This refund was made to the payment method which the consumer used to initially create their money transfer and refunded money transfers can take up to three(3) working days to be returned to a consumer's available bank account balance, these funds should be available in the consumer's available account balance no later than 04 April 2023.

   

  In the meantime should the consumer have further questions regarding this issue, they may contact our ************************ at **************************************************** or ***************.

   

  Sincerely,

   

  Lizter

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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.

  World Remit has refused to refund my money, it's been 13 days yet they have not refunded or sent the money. They keep telling me about a local partner cannot find the transaction yet they will not refund it.

  Business Response

  Date: 03/21/2023

  Hi ***********,
  
  This is regarding the complaint filed on 3/20/2023 with the Better Business Bureau. This complaint was received by us on 3/21/2023.
  
  We understand the urgency to get your funds back and we are sorry to hear about what happened.
  
  Your transaction ********* is currently pending in our side. At present, we are investigating this issue with our Local Partner along with our Internal Team. We have relayed your cancellation request and we will surely get back to you as soon as it has been looked into and we will notify you immediately.
  
  We apologize for any inconvenience caused and we hope to update you shortly.
  
  In the meantime, please let us know if you wish to discuss this matter over the phone and please provide us with your best callback number and your preferred time to be contacted. 
  
  
  Regards,
  
  *****
  
  

  Customer Answer

  Date: 03/21/2023

   
  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. I am not pleased that it was resolved because BBB got involved, should not have gotten to this and could have been easily avoided by showing better commitment to customers and not passing me around for he past 13 days.
  
  Sincerely,
  Nweze