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:01/03/2025

  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.

  Customer id ********** and email is **************************** my name is ******* ******** I need my account deleted and closed and data deleted and closed etc.

  Business Response

  Date: 01/14/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

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

  This letter is in response to the complaint filed by consumer ******* ******** with the Better Business Bureau on January 4, 2025. 

  We have received the customer's request to delete their ********************** account along with all associated data. In accordance with our data protection policies and the customer's rights, we have promptly processed this request.

  The customer specifically requested the deletion of their account and all related personal information. We have successfully completed the account deletion process and have sent a confirmation notification to the customer, informing him that his request has been fully processed. This confirmation serves to reassure the customer that their data has been handled in compliance with our privacy policies and relevant regulations.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22764995
  
  I am rejecting this response because:when was it deleted?
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/22/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

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

  We are writing in response to the recent rejection of our initial response concerning the account deletion request from ******* ********. We appreciate the opportunity to clarify our position and provide further context regarding our data handling practices.

  On January 14, 2025, we processed the customer's request for account deletion in accordance with our established procedures. Following this action, we communicated with the customer via email, confirming that their personal information had been deleted from our active customer management database. This means that their data is no longer utilized in our routine business operations.

  While we have removed the customer's information from active use, it is important to highlight that certain data is retained in our backup archives. This retention is governed by specific legal and regulatory requirements:

  -We are legally obligated to retain certain information to establish, exercise, and defend legal claims that may arise. 

  -Retaining records enables us to demonstrate that we have treated all customers fairly and consistently throughout their engagement with our services.

  -As mandated by federal law, we are required to retain specific personal information for a minimum period of five years. This retention is critical for compliance with regulatory standards and ensures transparency in our operations.

  We want to assure you and the customer that the archived information will not be restored to the active customer management system and will not be used for any purposes outside those explicitly statednamely, legal claims and regulatory requirements.

  In summary, while we have effectively deleted the customer's personal information from active use, it remains stored in backup archives solely for legal and regulatory reasons. This practice aligns with our obligations under federal law and underscores our commitment to responsible data handling.

  For further clarification on our data handling practices, Mr. ******* ******** may refer to our privacy policy on the WorldRemit website under the legal section. This document outlines how we collect, use, and protect personal information and the rights individuals have regarding their data.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit 

  Customer Answer

  Date: 01/22/2025

   
  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:11/27/2024

  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 been a loyal WorldRemit customer, regularly sending money to various parts of the world on a monthly or more frequent basis. However, four days ago, I sent $800 to someone outside the ***, but I accidentally used the wrong phone number for the recipient. As a result, they couldnt receive the money.Since then, Ive been trying to resolve this issue, but it seems theres no straightforward way to fix it. I attempted to use their automated chat system, but it doesnt understand my concerns and fails to provide helpful answers. I also tried calling their support line, but the wait times are excessive. It initially said one hour, then increased to an hour and 26 minutes, dropped to an hour and six minutes, and is now back up to an hour and 12 minutes.When I tried their website, I found no clear option to log in despite their repeated instructions to do so. I feel completely stuck. I sent this money for an important purpose, but it seems like WorldRemit has made the process unnecessarily difficult.

  Business Response

  Date: 12/05/2024

  
  This letter is in response to the complaint filed on November 27, 2024, with the Better Business Bureau by **** *******. This complaint was received by us on November 28, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** is not resolving her issue and find difficult to reach to.
  
  We learnt that the customer created a transaction on November 24, 2024, with the reference number 213222894.
  
  As the customer mentioned,she entered the number incorrectly. WorldRemit only process transactions according to the information entered on the application.
  
  As the customer wanted, we will be contacting the customer and will resolve her issue.
  
  Thank you and please let us know if you have any questions.
  
  Regards,
  ******

• Initial Complaint

  Date:11/27/2024

  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 am filing a complaint against WorldRemit for failing to resolve a money transfer issue despite my repeated efforts.Details of the Issue:Transaction Number: ********* Transfer Date: October 29, 2024 Amount: $625 USD Recipient Bank: GTBank I sent $625 USD to a recipient at ****** in *******, but the funds never reached their account. The recipient confirmed that ****** reversed the funds to WorldRemit on November 8, 2024 (Session ID: *******************************. Despite this, I have not received a refund or acknowledgment from WorldRemit.Key Issues:Unacceptable Delays: It has been 20 days since the reversal, yet no refund or explanation has been provided.Lack of Transparency: WorldRemit ignored evidence I provided, including GTBank's confirmation and statements, and responded only with template emails.Repeated Failures: WorldRemit has wasted hours of my time without addressing their responsibility.Resolution Requested:Refund the $625 USD immediately.I trusted WorldRemit with my money, and this has caused unnecessary stress. I hope the BBB can assist in resolving this matter promptly.

  Business Response

  Date: 12/04/2024

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  RE: Consumer Complaint ********: ************************** letter is in response to the complaint filed by consumer *************** with the Better Business Bureau on November 28, 2024. We promptly received and initiated an investigation into this complaint regarding a transaction initiated on October 30, 2024, through WorldRemit, where the customer indicated that the funds were not received by the intended recipient.
  
  Upon investigation, we contacted our merchant partner to obtain an accurate status of the transaction and requested proof of deposit to verify their claim of successful completion. We communicated this proof of deposit and the session ID shared by our local partner to the customer, advising her to relay this information to the recipient and instructing them to contact their bank with both pieces of information for assistance in tracking the funds.
  
  Despite these efforts, the customer continued to dispute the transaction due to the non-receipt of funds and the inability of the bank to trace the provided session ID. To support her claim, she submitted a valid statement from the recipient confirming the non-delivery of funds, which we forwarded for further investigation. After addressing discrepancies between the recipients statement and our documentation, we received confirmation from our partner that they had reversed the funds back to WorldRemit on November 26, 2024. We recognize that there was a delay in resolving this matter and appreciate the customer's patience during this process. Subsequently, on December 3, 2024, we processed a successful refund for this transaction, which should appear in the customers account within 3-7 working days. For your records, proof of this refund is attached. 
  
  Please note that the customers account with ********************** is temporarily suspended; should she wish to reactivate it, she can contact WorldRemit directly for assistance. 
  
  Once again, we would like to sincerely apologize for any inconvenience this may have caused you, as this is not the experience we strive to provide at WorldRemit. As outlined in our terms and conditions under Section 15. General - 15.5 Force Majeure, we shall not be liable for any failure or delay in the performance of the Services to the extent such failure or delay is caused by matters beyond our reasonable control.
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  WorldRemit
  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22614142
  
  I am rejecting this response because I believe transparency and honesty are paramount in resolving disputes, and I must address significant inaccuracies and omissions in World Remits response to my complaint.
  
  The issue is not only the immense delay in resolving this transactioninitiated on October 29, 2024, and not resolved until December 3, 2024but also the sheer neglect, denial, and lack of professionalism demonstrated by World Remit throughout the process.
  
  Key Issues with World Remits Handling of This Case:
  

  1. Incorrect Timeline Provided by World Remit:

  - World Remit claims the funds were reversed on November 26, 2024. This is false.
  - GTBank confirmed on November 8, 2024, that the funds were reversed, substantiated by a 30-digit session ID. I provided this information to World Remit on November 28, 2024.
  - This means that World Remit had the funds in its possession for 25 days before issuing a refund, yet refused to acknowledge or act on this information until my persistence and escalation through the BBB forced them to respond.
  

  2. Denial and Lack of Ownership:
  
  - Up until November 22, 2024, World Remit maintained that the funds had been delivered to the recipient, despite overwhelming evidenceincluding the recipients bank statements and confirmation from GTBank.
  - After more than 10+ hours of communication via phone, chat, and email combined, World Remit repeatedly closed my case and insisted the transaction was completed.
  

  3. Failure to Communicate and Follow Through:
  - I called multiple times and spoke with supervisors who promised callbacks and updates, particularly Supervisor A. These promises were made numerous times, yet not one supervisor ever followed through.
  - This lack of accountability and communication forced me to escalate the matter further.
  

  4. Unprofessional and Retaliatory Action:
  
  - World Remit has suspended my account, as mentioned in their response, without providing any notification prior to todays BBB update or expressing why.
  - Despite their acknowledgment of errors, they have not sent me any direct communication via email admitting their fault or confirming the refund process outside of this BBB platform.
  

  5. Citing Terms and Conditions to Avoid Responsibility:
  
  - Mentioning their terms and conditions under "Force Majeure" to absolve themselves of responsibility is both inappropriate and a clear attempt to avoid accountability.
  - How can a money transfer service claim to have no responsibility for delays or failed transactions when ensuring successful transfers is the very nature of their business?
  

  6. Failure to Refund Promptly:
  
  - Had I not been persistent, I am confident that World Remit would not have refunded the funds. This demonstrates a troubling lack of integrity and highlights systemic issues within their customer service and leadership.
  

  Impact and Recommendations:
  This situation has revealed a disturbing lack of transparency, professionalism, and accountability within World Remit. While mistakes happen, the way this case was handled speaks volumes about the companys leadership and values.
  
  I have conducted numerous transactions with World Remit since 2021, but this experience has severely eroded my trust. The lack of communication, denial of evidence, and delays in resolving this issue are unacceptable.
  
  Final Thoughts:
  Rather than hiding behind terms and conditions, World Remit should take ownership of its failures, improve its systems, and hire competent staff who can handle disputes with integrity and professionalism. Additionally, I demand an explanation as to why my account has been suspended, especially without prior notification or justification. This action further undermines the trust I once had in your company.

  Companies make mistakes, but how they handle them defines their values. This situation could and should have been resolved differently.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ************************* letter is in response to the customers rejection of *********************** resolution to their complaint.

  We sincerely apologize for any inconvenience this situation has caused, particularly regarding the delays and mishandling during the follow-ups related to the customers case. We understand how frustrating this experience can be, and we appreciate the customers patience as we work to resolve these issues.

  We understand that GTBank confirmed the reversal was processed on November 8, 2024. However, we want to emphasize that we are not in direct contact with GTBank. Instead, we collaborate with a third-party merchant who communicates with the recipients bank to confirm and follow up on reported cases. After receiving confirmation from our merchant partner, we were informed that the funds were successfully reversed and returned to WorldRemit on November 26, 2024.

  As part of our process, we requested an additional document to demonstrate to our merchant partner that no funds were credited to the recipients account. This documentation is essential for effective communication with the receiving bank. Although the initial status was marked as paid on our end, having proof from the recipient and confirmation from our merchant partner is crucial for clarifying the situation.

  Regarding the customers account, we want to clarify that part of our security process involves ensuring that any disputes filed with their bank include a communication from the bank directly to the customer, and if the customer wishes to reactivate their account, they can easily do so by contacting WorldRemit customer service.

  For further clarification, we encourage the customer to review our Terms and Conditions, specifically Section 5, which outlines our rights to refuse, cancel, suspend, or delay our services. While it can be challenging to predict all possible reasons for such actions, we assure you that we only do so for reasons we deem reasonable and valid. Please understand that referencing our Terms and Conditions is not an attempt to evade accountability; rather, it serves to inform our customers about the guidelines governing our services and clarifies both parties' rights and responsibilities.

  We apologize for any inconvenience caused by the customers repeated contact regarding this case; this is not our intention at WorldRemit. Please be assured that we have recorded all interactions with our customer service team and will thoroughly review each case to improve communication with our customers.

  We appreciate the customers feedback and we are committed to using this information to enhance WorldRemits services. Our customer satisfaction is important to us, and we are dedicated to continually improving our service.

   Thank you for your understanding and support.

  Sincerely,

  Rejekka C.
  Complaints Team
  Sendwave
  

• Initial Complaint

  Date:11/27/2024

  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 initiated a money transfer in the sum of $100 on 10/28/2024 through worldremit to a recipient in ******* into a ******* account. The recipient never received the money and world remit is not responding positively to ensure that this issue gets resolved. I am suspecting a foul play of theft.

  Business Response

  Date: 12/13/2024

  This letter is in response to the complaint filed on November 27, 2024, with the Better Business Bureau by ****** *******. This complaint was received by us on December 2, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** did not process his transaction and refused to provide him a refund.
  
  We learnt that the customer created a transaction on October 20, 2024, with the reference number 211070955.
  
  We have been back and forth with our partner confirming the status of the transaction, and they insisted that the transaction was completed. However, after reaching out to our relevant team and opening a re-investigation with our partner. We recently just received confirmation that the funds were already reversed back to us. Hence, we have tried to initiate the refund. However, since we received a dispute from the customer's bank, we are not able to process the refund right away, and we need to wait for the option on our payment portal to reinstate.
  
  Alternatively, we have checked with our relevant team and come up with a resolution to process a manual refund. However, we would need to ask for the customer's bank details.
  
  Account name:
  Bank name:
  IBAN:
  BIC:
  
  Thank you and please let us know if you have any questions.
  
  Regards,
  ******

  Customer Answer

  Date: 12/16/2024

  Please see attached. 

  Customer Answer

  Date: 12/16/2024

   
  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,
  
  ******* *********

  Business Response

  Date: 12/26/2024

  A good day.
  
  We apologise for the very delayed response on this BBB complaint.
  
  We have been back and forth with some of our relevant team on confirming the matter, as the customer filed a second dispute on their bank.
  
  We then have confirmed that the customer's dispute was successful and we will not further pursue it.  Hence, the customer should already have the funds.
  
  For further clarification, we suggest the customer to contact their bank and discuss the matter.
  
  Please let us know if any queries may arise.
  
  
  Regards,
  ******
  
  

• Initial Complaint

  Date:11/27/2024

  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 am writing to formally lodge a complaint against WorldRemit, a money transfer service I have been using to send funds to *******. Despite multiple transactions indicating successful delivery on WorldRemit's platform, the recipients have not received the funds. I kindly request your agency to investigate WorldRemits practices regarding the handling of international money transfers. Specifically, I seek a full refund of the $350 that was debited from my account on November 6th without corresponding delivery.Also, I will seek an evaluation of WorldRemits customer service and transaction verification processes to prevent similar issues for other consumers.Despite my repeated efforts to resolve this issue directly with WorldRemit, there has been no satisfactory resolution. I will seek the **** assistance to ensure that my funds are returned and to hold WorldRemit accountable for their failure to deliver the services as promised.Thank you for your attention to this matter.

  Customer Answer

  Date: 12/09/2024

  Thank you for the email. Finally, my recipient received the $350 on the 4th of December.  I couldnt update World remit about the transfer because they blocked my account, so I have no access to my World remit profile. 

   

  Thank you for your help. 

   

  Fauziyya

• Initial Complaint

  Date:11/23/2024

  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.

  on November 4th around 11 20 am i attempted to send $100 to *****************, after i hit the send button i realized the auto spelling system took up the recipient name wrongly so i tried to stop or reverse the transaction so i can fix the spelling but unfortunately it wasn't possible. I then decided to send another $102 with the correct spelling and then later request for the cancellation of the first transaction. I called world remit to let them know i needed my first transaction cancelled and money refunded and they promised to work on that which never happened. I then had to find money to send to the recipient because it was urgent and the second transaction of $102 with the correct spelling never got sent, i later checked and i noticed non of the two transactions went ************* is November 23rd and world remit have still not refunded both monies though they have indicated on the app refund processed. I have checked with my bank and no money has been paid. Total amount is $202

  Business Response

  Date: 12/01/2024

  This letter is in response to the complaint filed on November 23, 2024, with the Better Business Bureau by **** *******. This complaint was received by us on November 27, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** had not processed the refund even though the transaction was cancelled.
  
  We learnt that the customer created a transaction on July 17, 2024, with the reference numbers ********* and *********, respectively.
  
  As the customer mentioned, the first transaction was cancelled due to her request, and the next one was cancelled by WorldRemit for not passing the approval criteria.
  
  We can affirm that both transactions were cancelled the same day. However, the funds were not collected by WorldRemit since the transaction is still in the review process and not in processing state.
  
  We would suggest that the customer contact the bank and talk with the authorisation department regarding the matter. At the point that the bank will say that the customer is charged, we would like to ask for the customer's bank statement showing the funds were debited.
  
  Thank you and please let us know if you have any questions.
  
  Regards,
  ******

• Initial Complaint

  Date:11/08/2024

  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 made a transaction with World Remit on the 29th of October, 2024. I received a message that the money had been deposited to the account of which it was sent to, but the funds were not deposited to the right account. I asked them for proof and they sent me a receipt that it was deposited. I told them the money was not in the account. They requested for the bank statement which I forwarded to them to confirm that it was not reflecting on the account. In response, ********************** sent me a transaction receipt that shows that the money was deposited but in a different bank and another person's account. I have informed them that they sent the money to the wrong account but they are giving me the run around.

  Business Response

  Date: 11/17/2024

  November 17,2024
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  RE: Consumer Complaint ******** - ******** ******

  This letter is in response to the follow-up complaint filed on November 8, 2024 with the Better Business Bureau by consumer ******** ******. This complaint was received by us on November 8, 2024.

  We have researched the nature of the complaint. The customer has alleged that ********************** credited the transfer on an incorrect account and is giving the customer a run around.

  The transaction was processed and completed by WorldRemit and our partner in *******, according to the information that the customer entered on the application. Thinking that all the information provided was correct and true in accordance with our terms and conditions under Section 1, 1.2 first 'bullet, 'Safely and responsibly. For example, you must ensure you only transfer money to a person you know and trust. You must ensure the information you provide to us is correct and complete.'.

  The customer then contacted our hotlines, reporting that her recipient did not receive the funds. We then requested that our partner provide us with the proof of deposit of the transaction and asked the customer to provide the recipient's bank statement.
  
  We truly appreciate the customer's effort in providing us the information requested, in which we found that the account number she sent us compared to the account number in the transaction was different. We then found that the funds were credited to her USD account. We have received the customer's USD account statement and forwarded it to our partner, and we are currently waiting for their response to date.

  The customer's concern is still being closely monitored by our relevant team for the matter to be resolved.

  Should the customer need further assistance, we would like to advise her on contacting us or responding to the email updates of the relevant team.

  Sincerely,
  ******

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22529107
  
  I am rejecting this response because:

  World Remit is claiming that I gave them the wrong account because the account on the transaction was my dollar account and not my Naira account.  That is not a valid reason not to refund my money or deposit the money in the dollar account or naira account.They are holding on to my money which they could have refunded since they are saying that the account I gave them was a dollar account. Again, if I gave them a dollar account, they could have just deposited the money in the dollar account since the money I sent to World Remit was in dollar notes. I dont know the point World Remit is trying to make here. This is my money. I gave it to them, to transfer. I have sent them the proof and bank statements of the dollar and naira accounts for them to see that the money was not transferred to either of the ************, since the money was not transferred and its now the third week, they should refund my money. They are a money transfer business institution, they know that it is the right of the customer to ask for a refund if the money given to them was not deposited in the account. I have made several calls to their customer service, and also sent emails for them to refund my money, but to no avail. This has been going on since Oct. 29th, 2024.
  
  Sincerely,
  
  Simi A

  Business Response

  Date: 11/30/2024

  Thank you for the email that we received on November 24, 2024.
  
  We take the issues that were expressed in the email very seriously.
  
  We are currently investigating the circumstances surrounding the issues that was raised, which is taking slightly longer than expected. The reasons for this are we are still coordinating with our relevant teams and our partner in resolving the matter.
  
  You will hear from us again no later than December 8, 2024.
  
  We would like to thank you for your patience while we investigate the issue.
  
  Yours sincerely
  ******
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22529107
  
  I am rejecting this response because:

  Of the following reasons:

  The money that I transferred through World Remit on Oct. 29th, 2024 to be deposited into my account at ******************** (known as *******) has been returned to World Remit,according to the email I received from ******* on November 18th,2024. I contacted them to inquire about the money that was meant to have been deposited into my account on Oct. 29th, 2024 through World Remit. I also forwarded the World Remit Session ID with the receipt that World Remit sent to me for the transaction to them. ******* responded by email and said that the money was returned to World Remit due to the disparity that World Remit transferred it in Naira currency and not Dollars. They could not deposit Naira into a domiciliary account, hence the money was returned to World Remit. This confirms that World Remit now has the money. A copy of the email I received from ******************** is attached here as Exhibit A. 
  
  Secondly, World Remit sent a message to me via email on the 29th of November, 2024 that they have decided to close the case regarding the transaction I did through them on the 29th of October, 2024. They wanted to close the case even though theyve not given me my money back. I responded that they could not close the case because they were still holding on to my money. I also sent them a copy (screenshot) of the email that I received from ******* on the 18th of November, 2024 confirming and stating that they have returned the money that I transferred through World Remit, back to World Remit due to the disparity mentioned above. The email that World Remit sent to me on November 29th, 2024 stating that they would close the case is attached here as Exhibit B.
  
  Furthermore, on November 21st,2024, I spoke with World Remit ************* to get an update on the situation. They informed me that because the case has been escalated to BBB, they cannot make changes, or take any steps to resolve this situation until they get my response back from the ************************* seems World Remit sent a different message to me by email and gave me a different response through phone correspondence with them, while at the same time, they are claiming that the transaction issues are still being investigated.
  
  Sincerely,
  
  Simi  

  Business Response

  Date: 12/12/2024

  A good day,
  
  We have requested a reinvestigation to our partner regarding the matter. We recently just received confirmation that the funds were already reversed back to us. Hence, we have tried to initiate the refund. However, since we received a dispute from the customer's bank, we are not able to process the refund right away, and we need to wait for the option on our payment portal to reinstate.
  
  Alternatively, we have checked with our relevant team and come up with a resolution to process a manual refund. However, we would need to ask for the customer's bank details.
  
  Account name:
  Bank name:
  IBAN:
  BIC:
  
  Thank you and please let us know if you have any questions.
  
  Regards,
  ******

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22529107
  
  I am rejecting this response because:

  Im still waiting for the refund to be processed. I have included my bank details as requested. The document with the account details is attached here. Once the refund is processed, I will accept the resolution/response. Thanks for your understanding.
  
  Sincerely,
  
  Simi

  Business Response

  Date: 12/20/2024

  A good day.
  
  We appreciate the cooperation on providing us your alternative bank details.
  
  We have forwarded the information with our refunds team and confirmed that the transaction was refunded on the account given on December 18, 2024. Funds should be available on your account within three to seven working days, depending on your bank's process.
  
  Please see the attached file for the proof of refund on our side that you may share with your bank for tracing.
  
  Please let us know if any queries may arise.
  
  Regards,
  ******
  
  

  Customer Answer

  Date: 12/25/2024

   
  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,
  
  Sim

• Initial Complaint

  Date:10/03/2024

  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.

  WorldRemit sent me promo codes for availing their services. And then I got this message.Dear ********,We are reaching out to inform you of an error in a recent promotional offer that was sent to you. Unfortunately, your account was mistakenly included in the promotion, resulting in you receiving a promo code that was not intended for your use.We sincerely apologize for the oversight and any confusion this may have caused. As part of our efforts to correct this mistake, the promo codes sent by mistake will be voided.We regret any inconvenience this may have caused and appreciate your understanding. If you have any questions or need further clarification, please dont hesitate to contact our 24/7, in-app chat service.Thank you for your continued ************ WorldRemit

  Business Response

  Date: 10/14/2024

  This letter is in response to the complaint filed by Mr. ******** ********* on October 3, 2024, regarding the promotional codes received in error.

  After rechecking the issue with the relevant team, we confirmed that a system error resulted in certain customers, including Mr. ******** *********, receiving a promotional code that was not intended for their account. We sincerely apologize for the confusion and any inconvenience caused.
  
  As the original promotion was not intended for Mr. ********** account, no replacement promotional code should be issued. However, as a gesture of goodwill, we are offering Mr. ********* a happy code (Q4HAPPY2024), which allows for a fee-free transaction. This is not part of the original promotion but is provided as a courtesy. The code is valid until January 8, 2025.
  
  We regret the oversight and are taking steps to improve our systems to prevent similar issues in the future. 
  
  Should you require any additional information or assistance, please feel free to contact us.
  
  Thank you for your understanding.

   

  Kind regards,

  *******

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22375954
  
  I am rejecting this response because: they issued a false advetisement so sent money before the promotional deadline. They sent me the code after I sent my transaction then they cancelled it. 

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

• Initial Complaint

  Date:09/30/2024

  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 have sent $200 on 09/02/2024 to a friend in ********, he never received the money nor they refunded to me, I have tried 4 times and they always tell me that they will check with their partner in ******** and I will get refund but, it did not happen.

  Business Response

  Date: 10/09/2024

  This letter is in response to *************** complaint, filed on September 30, 2024, regarding a cash pick-up transaction to Pakistan (Reference Number: *********), initiated on September 2, 2024.

  Upon a detailed review, we have confirmed that the transaction was made available for collection at any ******************** branch in ********. However, Mr. *** informed us that the recipient experienced difficulties in collecting the funds. After further investigation, we discovered that an intermittent technical issue caused a delay in the processing of certain transactions, including this one.
  
  Mr. *** requested a cancellation on September 16, but due to the aforementioned technical challenges, we were unable to process the request immediately. The issue was escalated to our local partner, who confirmed on October 4 that the transaction was rejected due to these technical problems. We have since processed the cancellation, and Mr. *** should expect the refund within three business days. A proof of refund is also attached for your reference.
  
  We sincerely apologize for the inconvenience and frustration caused by these unforeseen issues. Our technical team is working to address the root cause of the problem and prevent similar situations in the future. While such technical disruptions are rare, we are committed to providing a high standard of service, as outlined in our Terms and Conditions (**************************************************************************).
  If you need further information or clarification, please feel free to reach out to us.
  
  Should you require any further information, please don't hesitate to contact us.
  
  

  Kind regards,

  *******

  Customer Answer

  Date: 10/09/2024

   
  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,
  
  Shaher Yar

• Initial Complaint

  Date:09/15/2024

  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.

  Scammed my bank account almost 2,000$ . Ive never heard of this business until now, luckily my bank caught the charges before they hit. Still need a new card now, this is a horrible business

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Better Business Bureau
  ****************************
  *************************
  
  
  This letter is in response to the complaint filed on 9/15/2024 with the Better Business Bureau by ******* *********
  .This complaint was received by us on 9/16/2024
  
  Below are the details of the customer's issue and what was the resolution:
  
  Ms. ********* has raised a concern about an unuthorized transaction for the amount of $2000. To help us investigate and forward this matter to our Fraud team, please provide the following details:
  
  Cardholder's Name:
  Bank Name:
  Last 4 Digits of the Card Number:
  First 6 Digits of the Card Number:
  Card ************************************************** Amount (including currency):
  Transaction/Payment Date:
  Contact Information (Email Address or Phone Number):
  
  We kindly ask you to send this information as soon as possible. Be assured that all information shared will be treated with strict confidentiality.
  
  Alternatively, ************ may contact our **************** directly by sending the required information to **********************************************************.
  
  If you require any further assistance, please dont hesitate to let us know.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22289737
  
  I am rejecting this response because:
  
  

  you scammed me once already

  youre not accredited with the bbb

  i do not trust that you are seeking this information for the purpose of resolving this, I feel you are attempting to get more information about me so that you can scam me again. 
  

  do you really scam so many people you cant keep the information straight?  I gave the exact amounts and a screen shot with the date how many transactions do you do in a day for that exact amount?  Thats sketchy.

  if the bbb recommends a secure third party that would handle reviewing your accounts and my secure information, I would be happy to comply with them.  I do not trust your company, I mean have you seen your reviews and your ratings?  
  

  I am not handing over more info to a company that already scammed my account, that is just irresponsible and frankly, dumb.

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