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:03/07/2023

  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 Thursday, March 2nd, my WorldRemit account was closed with no explanation whatsoever. I filed an escalation and was informed they will not tell me the exact reason my account was closed to due to a "Privacy and Security" policy, which is complete ***** it is MY privacy and security involved. None of their "theoretical" reasons apply to my case, and I'm strongly considering legal action if I am not informed clearly and in writing as to why my account was closed. At this point that is all I want to know, as I would not use their service even if I could; ****************** and even ** are much better.

  Business Response

  Date: 03/09/2023

   This letter is in response to the complaint filed on the 7th of March 2023 with the Better Business Bureau by *************************** 
  
  We investigated the nature of this complaint and discovered that it is about the account closure, so we will need to contact the customer for further discussion, and we will get back to you as soon as possible with the outcome.
  
  Meanwhile, please let us know if you require any additional assistance or information.
  
  Regards,
  
  *******
  
  

• Initial Complaint

  Date:02/16/2023

  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 January 27, 2023, A transaction was made from the ** to *******, and this transaction status has not changed, and the receiver has not received the money, and I have canceled the transation several times, and still no change. I have contacted Worldremit, and I feel like I keep getting the runaround.

  Business Response

  Date: 02/18/2023

  Hi Georgia, 

   

  Good day!

  This is regarding the complaint filed on 2/16/2023 with the Better Business Bureau. This complaint was received by us on 2/17/2023

  
  The transaction has been forwarded to our local partner, unfortunately, the transaction was affected by an ongoing technical difficulty. Please be assured that we are constantly monitoring the local partner and will ensure you are posted with updates from time to time.

  We understand the urgency of your transfer and we sincerely apologize for the inconvenience this has caused. 
  
  
  
  In the meantime, please let us know if you have any questions. 
  

   

  Regards, 

   

  Roselle

   

  Customer Answer

  Date: 02/28/2023

  Good morning, thank you for your response. The issue has been resolved and the money was received. Thank you so much for all your help 
  

  
  

• Initial Complaint

  Date:02/04/2023

  Type:Sales and Advertising 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.

  2/4/2023 I made a gcash transaction today and I made 2 of them yesterday. Every time I make a gcash transaction it takes 2 hours to be received. According to their site 90% of gcash transactions arrive in 10 minutes. Just based on my experience of sending multiple transactions with this company to Gcash this is False advertisement which is not legal within The U.S. I have used other services because of how slow transactions are. Usually they have the best exchange rate but their gcash payments are very slow and is illegal considering they published on their website "90% of gcash transactions are completed in 10 minutes". There's no way this is correct. I want you to either talk with your partners ************ to speed up transactions or delete that statement from your website because it is false advertisement. I have done so many transactions with you that I know that statement is incorrect. As a *** citizen dwelling in The *** you have to follow *** laws including those related to advertisements.

  Business Response

  Date: 02/14/2023

  Dear ***************,
  
  RE: Consumer complaint ******** - ********************************
  
  This letter is in response to the complaint filed on the 4th of February 2023 with the Better Business Bureau by ********************************. This complaint was received by us on the 5th of February 2023.
  
  We have researched the nature of this complaint. The consumer has indicated that on WorldRemits website there is a false advertisement according to which 90% of gcash transactions arrive in 10 minutes. The consumer states that based on his experience of sending multiple transactions with WorldRemit to Gcash this is not correct. The consumer also claims that he recently made 3 transactions and every time he makes a gcash transaction it takes 2 hours to be received. The consumer wants us to either talk with our partner GCASH ********************** MOBILE to speed up transactions or delete that statement from our website. Desired Settlement: Modification/discontinuance of an advertised claim.
  
  We verified your 3 transactions you referred to in your complaint and we noticed that the settlement time was of about 2 hours. We do apologize for any delay. 
  
  Please 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 do apologize for any delay. 
  
  Should you have any further questions regarding this matter,you can contact our *************************** at **************************************************** or **************.
  
  Kind regards,
  *******

• Initial Complaint

  Date:02/03/2023

  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.

  On Feb.02,2023 I applied for an account with WORLDREMIT as a requirement to send money. Submitted all documents required.My initial attempt was to send 10,000$ for the purchase of property here in the ****************** where I have family and a home.The money was to be deposited to my bank account at Banreservas 9601894410.Worldremit had a better conversion rate than my normal means of sending money via PayPal (xoom).I decided to send money via WorldRemit and they stated that 10,000$ was not allowed to send less than 5,000$.I decided to send 4,999$ to be converted to DOP and deposited directly into my bank account.The Transaction ********* was cancelled with no reason attached.I went back to the application to seek help on the matter. They then asked for me to send a copy of a photo id. I sent them a copy of my *** Passport *********. Resubmitted my transfer, but this time a lower amount of 4,000$.The money was taken out of my account at ******* and so the transaction was validated.Said company on Feb.03,2023 sends another cancelation for transaction WR14518942 | Account on hold was what the email subject line said.I attempted to gain access again to my account to attempt to review how to contact support and I was denied access.Email states that my account has been closed and that no law prohibits them from not providing an explanation. Yet they withdrew 4900$ from my account.The company at no time has attempted to verify or validate me via phone call or email.Now my account is negative 4900$, that the email states will be refunded within 7 days.I need this money today. Not in 7 days and now I am stuck without being able to make my purchase due to unfair practices by WorldRemit.

  Business Response

  Date: 02/04/2023

  February 04, 2023
  
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****
  
  
  RE: Consumer Complaint 19327200 - ***********************
  
  
  This letter is in response to the complaint filed on February 03, 2023 with the Better Business Bureau by ***********************. This complaint was received by us on February 03, 2023.
  
  
  We have researched the nature of this complaint. The consumer has alleged that WorldRemit has canceled the transactions without explanation and has requested to have a refund today.
  
  
  WorldRemit has identified that the transactions made by the consumer were canceled as they did not meet our approval criteria, therefore we made the decision to close the account and an email has been sent to the consumer to let them know. When the customer created an account with **********************, he agreed to our terms and conditions.
  
  
  Our terms and conditions state:
  
  
  3.2 We are not obliged to process any particular Transaction. When you submit a Transaction, you are requesting that we process the Transaction on your behalf. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. However, if we decide not to process the Transaction, we will notify you promptly of that decision and repay the money paid to us if we are not prohibited by law from doing so.
  
  3.3 WorldRemit reserves the right to modify or discontinue the service or any part of the Service without notice, at any time and from time to time. We may, in our absolute discretion, refuse any Transaction or limit the amount to be transferred, either on a per transaction basis or on an aggregate basis, and either on individual accounts or on related accounts.
  
  3.4 We may, in our sole discretion, refuse Transactions from certain Senders or to certain Recipients, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by the US Government. In addition, not all Payment Instruments are available to all customers at all times and we may, in our sole discretion, refuse Transactions funded from certain Payment Instruments.
  
  3.5 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.
  
  
  
   Furthermore, WorldRemit has no control over the refund settlement as we also need to consider their bank's processing time for refunds which normally takes within 3 working days.
  
  
  If the consumer wishes to discuss this further or would like to appeal his account, we encourage him to contact the WorldRemit customer service department at **************************************************************************** or ***************.
  
  
  Sincerely,
  
  
  Lizter

• Initial Complaint

  Date:02/01/2023

  Type:Order 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 dont know what this business is but today I checked my bank statement I see an unknown charge coming from this business in ********! I havent make any payment/used this business!! I am so so mad about this! I cant call my bank because is late and customer service isnt available right now! Now my card is completely locked and cannot be used for this unknown charge! I have not initiated this ! I will be suing this business due to this charge and due to for this reason I wont be able to make any payment in 7 days! Rent is due tomorrow! Now how can I send it? This is completely unacceptable! An unknown charge/fraud coming from this business ruins my completely week! I need a response ASAP

  Business Response

  Date: 02/02/2023

  02 February 2023
  
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****
  
  
  RE: Consumer Complaint ******** - *************************
  
  
  This letter is in response to the complaint filed on 02 February 2023 with the Better Business Bureau by *****************************. This complaint was received by us on 02 February 2023.
  
  We have researched the nature of this complaint. ****************** has alleged that a fraudulent account was set up in her name to which she has been debited a charge from her bank account without her permission or knowledge and has requested to be refunded in full.
  
  WorldRemit has identified the transaction and the account in question based on the information provided by ****************** in his complaint. Based on the information provided, it appears that ****************** has been the victim of identity theft.
  
  In order to prevent any subsequent fraudulent activity using the consumer's personal or payment card information, the WorldRemit account identified which was used to send the money transfers reported has been permanently disabled and closed. Furthermore, we encourage ****************** to contact their bank and/or credit/debit card issuer in order to seek reimbursement for this unauthorized charge.
  
  Should further questions or concerns relating to this complaint arise, we encourage ****************** to contact the WorldRemit **************** at ********************************.
  
  
  Sincerely,
  
  
  Lizter

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18969069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  Thanks for responding. Yes! *** already contacted my bank and they said that you can cancel the transaction on your end and also Ive contacted the fraud department of your company but any response yet. I called customer service early in the morning regarding this issue and asking for information about the account that used my info and send this payment! I am the one affected and I deserve more information about this! I need to know who was the one who stole my information and see if is someone close to me! Where the money was sent to? I deserve to know this and even take this information to my local authorities to stop this fraudulent activity can happen to someone else! Please contact me directly ASAP. **************** has my contact information 

  Business Response

  Date: 02/10/2023

  Dear *****,

  
  Hope you are doing well today.

  
  We would like to inform you that we have forwarded your recent request to our Fraud team and they confirmed that they will provide feedback/response via email.
  
  Should further questions or concerns arise relating to this complaint, we encourage you to send an email to ********************************.

  
  Regards,

  
  Lizter

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18969069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  I never heard back from you! 
  !!!!! who will respond for everything I have passed? 

  Business Response

  Date: 02/22/2023

  Hi *****,

   

  Hope this email finds you well.

   

  Our Fraud team confirmed that they sent you an email confirmation on February 13, 2023 to the email address *********************.

   

  Should you have further questions or other concerns, please feel free to respond to their email.

   

  Regards,

   

  Lizter

   

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18969069
  
  I am rejecting this response because: they never contacted me! I even ask for 
  A compensation and they simply ignored me! I escalated this to the right agents! Please contact me ASAP!! 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/07/2023

  Hi *****,

   

  Thank you for letting us know of your issue.

   

  We would like to inform you that our Fraud team responded and emailed you last 13 February 2023 and no response was received from you as of this writing. Please find our Fraud team's email confirmation attached for reference.

   

  As advised, should you have further questions or concerns concerning this matter please kindly email our Fraud team at ********************************.

   

  Regards,

   

  Lizter

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18969069
  
  I am rejecting this response because:

  
  

  
  

  Completely disappointed with yall! I was victim of fraud from your site and you did NOTHING! You did nothing to resolve or to compensate this matter . You did not want to help releasing information of who took my money so I could sent all this info to my local police and make the report!! This would have help to them to locate the issue and the scammer but you decided to help him/her by hiding this information!  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/17/2023

  Hi *****,
  
  Thanks for letting us know of your issue.
  
  We are really sorry if we did not resolve the complaint to your satisfaction. Our Fraud team has provided you with necessary information regarding the fraudulent charge and should you wish to know more then please be reminded to let the police or local authorities contact our ************************************************** and provide relevant legal documentation.
  
  Regards,
  
  Lizter

• Initial Complaint

  Date:01/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On january 28 at 4pm , i sent some money to ***** to my friend ****** via world remit. Its my first time using them and i dont trust this company. Further moment later i received an email asking for verification my bank statements . What company ask for banking information to verify an account cause you send a thousand dollars cad . I sent them the statement and my id with my picture in it. However they told me to resend my banking infos cause it wasnt pdf . But i send it 5 , 5 ???? times and guess what they never received it. I send it 3 times pictures and 2 times pdf. I m really mad cause i did all they want and i dont know about their bs system not received my pdf banking statement. I. Dont trust them and western union never ask for that . Is that fraud? I need my transaction to finish and i want that pin to send to my friend in lagos. What my banking statement : checking account , have to do with a transaction i did with my credit card. I sent my id . What t h they want from me. Their customer service is bad and totally represents them. Hanging up on people- saying they calling back and ***** I m tireddd . I want my friend to receive the transferred money. Please help me cause i feel i m being scammed. Help me please

  Business Response

  Date: 01/30/2023

  Hi ******, 

  Good day! 

  We received your email and we understand where you're coming from.

  As a Financially regulated company, we are required to know our customers and to conduct reviews and due diligence on all accounts and transactions. The type of review and verification may vary from one transaction to another. This is because each country you can send from will have different laws that WorldRemit need to abide by.

  We appreciate you sending us the requested document, however, the said document is needed to be in *** format (we received scanned copies). The bank statement will be used to verify your name and address as part of our review process. 

  We will closely monitor your response and as soon as we receive the *** format of the document, we will be more than happy to proceed to the next step. 

  Thank you and looking forward to hear from you soon. 

   

  Regards, 

  Roselle

  Customer Answer

  Date: 01/30/2023

   
  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:01/20/2023

  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.

  Within the last month or so world remit has stopped allowing me to send money to my fiancee in Africa. I have contacted them several times and finally they said it was security and gave me no excuse why or what or wouldn't allow me to talk to a manager or someone in control. And the customer service individual hung up on me repeatedly. I have been sending money there through there company for 6 years and have sent thousands of dollars to family and friends for support and to help combat malaria. Wich also is none of there business. But for some reason now they try to deny me service taking us back to *************** turn the clock back 50 to 100 years as if what they are doing isn't even wrong. NEED HELP! Me and them there.

  Business Response

  Date: 01/20/2023

  Good Afternoon team,
  
  We are communicating with you in relation to the complaint raised by the customer regarding about his account
  
  We appreciate that even though we have closed the account, our customer is still considering using our service however as mentioned in previous email sent to customer, ********************** has the right to terminate any relationship with our customers if our approval criteria are not met as stated in our terms and conditions under section 3.3.
  
  "WorldRemit reserves the right to modify or discontinue the service or any part of the Service without notice, at any time and from time to time. We may, in our absolute discretion, refuse any Transaction or limit the amount to be transferred, either on a per transaction basis or on an aggregate basis, and either on individual accounts or on related accounts."
  
  We understand that this has been a frustrating experience and our sincere apologies if we are unable to proceed with your request.
  
  Kind Regards, 

  Susans

• Initial Complaint

  Date:01/07/2023

  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.

  Hello, d transaction was placed on Thursday d 5th of January 2023 in d amount of $60 to *******.They gave me assurance of sending d money to a Domiciliary account and also open one for the receiver who has none which I did. But as I write this money has left my account but was never received in d amount expected and the receiver was told there was no Domiciliary account open for Him after being assured of one being open for new receivers for free. This was not resolved because d Receiver was told i sent him 300naira which is definitely not an estimate of $60 which was sent. PLEASEEEE help me return my money am not sending anymore. Transfer number: *********, My WorldRemit I.D: WR9169091. Thank you very much.

  Business Response

  Date: 01/08/2023

  Hi Onyenachi,

  
  This is regarding the complaint filed on 1/7/2023 with the Better Business Bureau. This complaint was received by us on 1/08/2023.
  
  We understand the urgency of your transfer and were sorry to hear that your funds have not been received.
  
  Our records show that the transaction ********* has been completed last January 5, 2023 without any issues. This would usually mean that the funds have been credited on your recipient's account. 
  
  Following the new directive from the ************ of *******, bank transfers to ******* can only be sent in ** Dollars to USD accounts. Bank transfers to ************ Ecobank, FCMB, ********************* GT Bank, UBA, ********** and *********** are available. If your recipient doesn't have a USD account, their bank may automatically open a USD account for them.
  
  If funds are not yet received, and the amount of waiting time for the transaction has passed, this may be due to an error with the receiving details. In order for us to properly investigate on this matter for you, please send us your recipient's bank statement indicating that no funds have been credited. Once the document is received, it will be forwarded to Local Partner for further investigation.
  
  You can send us the document by sending it as an attachment through this email address: ********************************** Please use the email address on file associated with your WorldRemit account in sending the email.
  
  On the other hand, we have also reached out to our Local Partner to confirm the status of the funds and we will surely get back to you as soon as an update has been provided.
  
  We apologize for any inconvenience caused and 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. 

  
  
  Kind regards, 
  
  *****

  
  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18703667
  
  I am rejecting this response because: I need my money returned the recipient had an emergency at the time i tried to make the transfer which i couldn't help with.
  
  Sincerely,
  
  Onyenachi Obichere

• Initial Complaint

  Date:12/18/2022

  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 used their money transfer services twice successfully but when I tried to use their "airtime top-off" service (add airtime to a persons phone) the transaction was immediately canceled. I received an email that they closed my account stating: "we may have concerns over security or feel that there's been a breach of our terms and conditions". This transaction was canceled in seconds, nobody reviewed it, it's just a broken automated system. There were a lot of hoops to jump through to create my account, photos of my ID, selfie photos, etc. Feels like a scam just to get my identification.

  Business Response

  Date: 12/19/2022

  Dear ******,

  Good day!
  
  We have cancelled your transaction and disabled your account as it did not meet our approval criteria. All transactions are reviewed and go through automatic or manual verification checks. 
  
  Financial institutions are required to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about our customers. 
  
  The instant cancellation is a process for us to protect our customers and to prevent further damage or loss. Rest assured, a full refund or reversal was processed back to your original form of payment. 
  
  Although we cannot provide you the specific reason for the decision of cancellation for us to uphold the integrity of our internal procedures, we have submitted your account for appeal. 
  
  The account appeal has been granted and our Reviews Team has requested for your ID and selfie. Once obtained, we can forward it for verification and your account *** or *** not be reopened.
  
  Any information that you provide will be encrypted and stored securely as described in our Privacy Policy. 
  
  We look forward to hearing from you. 

  
  
  Kind regards, 
  

  Edlester

• Initial Complaint

  Date:11/29/2022

  Type:Order 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 via world remit to a ******** account. I got an email that I need to provide a recipient ID, I did at first and they said that was not acceptable because it was a photocopy. I sent a picture of the original. Called customer service to see if my transaction can be canceled and provide my money money back. They said since I am not able to provide ID they want they will hold on to my $2000 as a policy. What kind of fraudulent policy will make you hold on to customers money. I just need world remit to provide my $2000. I dont need to send money again. Please send my money back to me ASAP. I will not stop until my money is sent back.

  Business Response

  Date: 11/30/2022

  Hi *********, 
  
  This is regarding the complaint filed on 11/29/2022 with the Better Business Bureau. This complaint was received by us on 11/29/2022.
  
  As a Financially regulated company, we are required to know our customers and to conduct reviews and due diligence on all accounts and transactions. The type of review and verification may vary from one transaction to another. This is because each country you can send from will have different laws that WorldRemit need to abide by.
  
  As the review is handled by our Reviews Team, they will aim to review the case as soon as they can however there are instances where it may take longer than expected especially if they require additional information. With this, we truly apologize for any inconvenience caused. 
  
  We have reached out to the Transfer Review Team for the cancellation and I requested follow up on this today. I will keep you posted as soon as I receive their response. 
  
  Should you wish to discuss this over the phone, please feel free to respond with your best phone number and preferred time to be contacted. 
  
  Regards, 
  
  Roselle
  
  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18479787
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* 
  

  Hello ********, I was called by a manager named a Girlie *** that world remit is holding on to my $2000 if I dont send my bank statement. How will I allow you to get into my whole life because I tried sending money to someone and you guys didnt accept the persons ID. I am obligated to say no to breach of privacy. I am requesting for cancellation and my $2000 be refunded as this is well within my right. You guys did the same to my friend and never refunded his $100 till today. This is not fair and I wont let that happen to me and this is why Im seeking help. I only wanted to send money to my sister through the recipient. My sister doesnt not have a dorm account and he has one. Just resolve this and send my money back to the same payment method. I am not asking for too much. Thank you. 

  Business Response

  Date: 12/09/2022

  Hi *********, 
  
  Thank you for your message. 

   

  Following your case, I can see that one of our managers contacted you on 06 December 2022 and you confirmed that the refund has been credited to your account. 

   

  Please let us know if you need further assistance by responding to this case. 

   

  Regards, 

   

  Roselle

   

  
  

  Customer Answer

  Date: 12/15/2022

   
  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,
  
  ********************