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:09/15/2024

  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.

  Trying to process $1500

  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 someone who's trying to process a  transaction for the amount of $1500. 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

• Initial Complaint

  Date:09/14/2024

  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 was charged nearly $1000 and dont have even the app, never signed up, I cant reach the company, I didnt authorize anything, this money was stolen from me and I need it back. I dont have an account with them or anything. This is unreal. Ive never even heard of this company until I got an email from my bank for fraud prevention.

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Better Business Bureau
  ****************************
  *************************
  
  
  This letter is in response to the complaint filed on 9/14/2024 with the Better Business Bureau by ******* *****.This complaint was received by us on 9/15/2024
  
  Below are the details of the customer's issue and what was the resolution:
  
  Mr. ***** has raised a concern regarding an unauthorized transaction for the amount of $1000. 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, Mr. ***** 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

• Initial Complaint

  Date:09/13/2024

  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.

  I used this company twice. First time my bank card was compromised and my money was stolen from my bank. The second month and second time i used it my bank account was compromised again. This time it has effected my family and i immensely and will take us months to fix. I have been trying to get them to permanently delete my account and they will not. They just keep giving me the run around. I do not understand how this place is even open

  Business Response

  Date: 09/18/2024

  September 18, 2024
  
  Better Business Bureau
  ************************************************
  *****, ID *****
  
  
  RE: Consumer Complaint 22282214 - ***** ****
  
  This letter is in response to the complaint filed on September 13, 2024, with the Better Business Bureau by ***** ****. This complaint was received by us on September 14, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** had not completed his request to permanently delete his account which he wishes to address as soon as possible.
  
  We learned that the customer requested that his account be deleted on September 12, 2024. We have a 30-day time window to complete such a request in accordance with regulatory guidelines and policies. Furthermore, on September 15, 2024, we fulfilled the customer's request and notified him via email for confirmation. The confirmation was sent to his email address, ******************************.
  
  Thank you and please let us know if you have any questions.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:09/07/2024

  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 received notice from my bank that 2 charges, $602.99 and ****** had been charged to my debit card. The amounts are being taking from my bank account., I tried to call World Remit fraud **** and was left on hold for an hour, no one ever answered the call. My debit card was used in ****** ** fraudulently. I also tried other World Remit phone numbers with no success. Dear *******************, As part of our commitment to protecting the security of your account, we will notify you about certain transactions to ensure that your card is safe. We need you to review the following transactions and confirm whether you recognize them all to use your card ending in 6663: Date$AmountMerchant Name 09/06******WORLDREMIT CORP 09/06602.99WORLDREMIT CORP Please select the appropriate response from the buttons below. If you do not recognize all transactions, we will block your card until we have spoken to you.

  Business Response

  Date: 09/15/2024

  September 15, 2024
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
  
  This letter is in response to the complaint filed on 9/7/2024 with the Better Business Bureau by *****************.This complaint was received by us on 9/8/2024
  
  Below are the details of the customer's issue and what was the resolution:
  
  ****************, who is not a WorldRemit customer but reported being a victim of fraud. He mentioned being charged for the following amounts: $602.99 and $602.00.
  
  We have attempted to trace these funds using the information provided but have been unable to locate any transactions. To assist us in moving forward, could you please request the following details from the customer so we can escalate the case to our **************** for further investigation:
  
  1) Name of cardholder:
  2) Bank name:
  3) The last 4 digits of the card number:
  4) The 1st 6 digits of the card number:
  5) Visa/Mastercard:
  6) Country:
  7) Amount (with currency):
  8) Date of the transaction/payment:
  9) Contact details (email address or phone number):
  
  Once we have this information, we will proceed with tracing the funds.
  
  Please let us know if you need anything else.
  
  Kind Regards,
  
  Jowe

  Customer Answer

  Date: 09/15/2024

   
  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. I was able to get the funds returned by my bank. I wonder if World Remit still wants to research the fraud.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/05/2024

  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.

  The business won't change my adress from my old one to my new one. Non-existent customer support team. Chat team won't do it and their phone line goes nowhere.No way to change the adress on the app or on the website despite claims there are.Just change my adress.

  Business Response

  Date: 09/09/2024

  This letter is in response to Mr. ******************************* Better Business Bureau complaint filed on September 5, 2024.The complaint pertains to a delay in updating his address on his WorldRemit account.
  
  Following a thorough investigation, we confirmed that ************ requested the update on September 4th. While this request was promptly sent to the relevant team, an unexpected increase in volume caused a delay in processing, and we were unable to complete the update within our standard 24 to 48-hour timeframe. The update was completed today, September 9th, and his new address, *************************************, is now reflected in our records.
  
  We take account security very seriously. To ensure the safety of our customers' information, all account details updates are now requested and performed by our team following our new onboarding process.
  
  Additionally, ************ raised concerns about difficulties reaching a live agent via our customer service hotline. Our technical team is actively working to resolve this issue, and we have ensured that in-app support is available 24/7, while phone support is accessible during the following hours:
  
  Monday to Friday: 7 am to 8 pm (UTC)
  Saturday: 10 am to 6 pm (UTC)
  Sunday: Closed
  
  We deeply regret the frustration and inconvenience caused to ************ due to the delay and technical issues. We are taking steps to address these problems to prevent similar occurrences in the future.
  
  Should you require any further information, please don't hesitate to contact us.
  
  
  
  Kind regards,
  
  *******

  Customer Answer

  Date: 09/09/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:09/04/2024

  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 transferred $600 using World Remit last July 22, 2024. After 1 week, the money was still not received by the recipient so I contacted their customer service and they said that there was a problem with their local partner so they will be canceling my transaction and request a refund. I waited for another 1 week and still I havent receive a refund so I reached out to the customer service again and they said that there was an internal error so they will follow up their refund team again and will send me an email for updates. I havent receive any email from them eversince so I always follow up to their customer service (August 12, 16, 22, 29 and the latest was today). All of them told me that there was an technical issue and that they will raise it up to the higher team or their operations team but it been almost 2 months and still the refund process was still not initiated.

  Business Response

  Date: 09/08/2024

  September 8, 2024
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
  
  This letter is in response to the complaint filed on 9/4/2024 with the Better Business Bureau by ******************************.This complaint was received by us on 9/5/2024.
  
  Below are the details of the customer's issue and what was the resolution:
  
  The customer is complaining about not receiving a refund for transaction *********, which amounts to $600.
  
  Upon review, we found that the transaction was initially received on 23/07/2024. However, it remained in a pending status for several days while we awaited feedback from our local partner.
  
  On 05/08/2024, the customer requested a cancellation. We attempted to process the cancellation, but it failed due to an internal technical issue.
  
  We continued to monitor the situation until 05/09/2024, when the cancellation was successfully completed, and we initiated the refund.
  
  
  We can confirm that the refund of your transaction to your bank account is successful. Please see attached for reference.
  
  ***:74793384249002185200061
  
  Please let the customer contact her bank and ask to speak to the department dealing with chargebacks, disputed payments, refunds, or claims. Then quote the *** number - this bank department will be able to trace the refund through the *** number. They should be able to help her and tell where the refund is - from our experience, this should resolve the issue.
  
  Overall, the refund took longer because of the internal technical issue we experienced.
  
  Please let us know if you need anything else.
  
  Kind Regards,
  
  Jowe

  Customer Answer

  Date: 09/08/2024

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

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service 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 money on two separate transactions numbers ********* and ********* on August 14, 2024/ Worldremit did not deliver the money to the recipients claiming technical difficulties. I contacted Worldremit regarding a refund since the monies for medical treatment in *******. Worldremit despite cancelling one of the transfers have failed to remit my money back to me. They are claiming that their partner has not reversed the funds after 9 days of requesting. I am frustrated because they just simply keep providing with the same response whenever you contact them. Their phone contact is virtually impossible to get a person and their chart will keep repeating the same responses over and over. I need for Worldremit to either refund my funds totally $185.00 or at least tell me they will not refund my funds.

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  Better Business Bureau
  ****************************
  Boise, ID *****
  
  RE: Consumer Complaint ******** - *****************************

  This letter is in response to the follow-up complaint filed on August 23, 2024 with the Better Business Bureau by consumer *****************************. This complaint was received by us on August 24, 2024. 

  We have researched the nature of the complaint. The customer has alleged that ********************** had not processed his request that the transaction be cancelled and keeps on providing the same explanation.

  We proceeded to contact our local partner to confirm the status of the transaction; however, since the customer requested a cancellation. After receiving such a request, we asked our local partner to reject the transaction and return the funds in order for WorldRemit to issue a refund to the customer. Our local partner was able to reject the transaction the same day we requested it; however, WorldRemit experienced an unforeseen cancellation issue, which led to the delay of the refund.

  We can affirm that the transaction was cancelled and the refund was processed on August 15, 2024 for transaction ********* and August 27, 2024 for transaction *********. This means that the refund should be reflected in the customer's account within 2-3 working days. Please see the attached file for the proof of refund for both transactions that the customer can share with their bank.

  Please accept our sincere apologies for any inconvenience that this has caused as the cancellation issue was unforeseen and we have no intention of delaying the customer's reimbursement.
  
  Thank you and please let us know if you have any questions.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:08/14/2024

  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.

  This was simply supposed to be a cash transfer. It was initiated on July 13th and was to take 5 days. July 18th came and went. I called on July 19th and was told that there may be an issue because many of their transfers in the *********** were delayed and maybe I could wait out the weekend. I did that and no money. I called and was told that there's a technical issue on their end and as soon as it gets taken care of, everything will be fine. I call back Friday and get told the same thing. I ask how long will it take to fix. They don't know, the tech still has to determine what the issue is first. What If I just wanted a refund? That will take 7-10 days... It may be fixed over the weekend. So, I wait the weekend. And I call back Monday with no change of story..so just get me a refund. Okay, I will send that for processing. And how long until I get my money? We'll, interface will take about 3 days then the processing will be 7-10 days. So.. apparently, the technical issue they are having won't let refunds get issued either, because I'm still waiting for that to get processed...

  Business Response

  Date: 08/25/2024

  This letter is in response to Mr. ************************* Better Business Bureau complaint filed on August 14, 2024, regarding a cash pick-up transaction to the ***********, with reference number *********, initiated on July 13, 2024.

  Following a thorough investigation, we identified that intermittent internal technical issues impacted the processing speed of some transactions, including ********************. Although our aim is to ensure that cash transfers are collected instantly, these unforeseen technical glitches caused delays in certain transactions.
  
  Upon identifying the issue, we promptly escalated the matter to our technical team. They confirmed that due to these technical issues, ******************** transaction was not released to our local partner in the ***********. As a result, we were only able to initiate a cancellation of the transaction on August 23, 2024. The refund process has been completed, and **************** should receive the refund within three working days.
  
  For your reference, we have attached proof of the refund. Please note that the standard settlement time for this process is three business days.
  
  We sincerely apologize for the frustration and inconvenience caused by these unforeseen technical issues. Our technical team is actively working to prevent similar occurrences in the future. While unforeseen technical issues can arise, as outlined in our Terms and Conditions (**************************************************************************), we remain committed to providing excellent service and value ******************** business.
  
  Should you require any further information, please don't hesitate to contact us.

   

  Kind regards,

  *******

   

   

  Customer Answer

  Date: 08/25/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:08/13/2024

  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 transferred money to my parents in ***** .Before transfer they told me it will take minutes . Then they told me to wait for 24 to 44 hours . And now they are telling me that there is some issue and are refusing to give me refund

• Initial Complaint

  Date:08/03/2024

  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 two transactions via manual bank transfer from ****** to a my own UK account in July 9th and July 11th respectively. The two transaction numbers are ********* and *********. These were never processed due to an error on the part of World Remit. They changed their bank account number in ****** but failed to update this in their bank transfer instructions in the app. This meant that manual transfers were still being sent to their old account, leading to processing issues. Eventually after failing to resolve the matter, my transactions were cancelled. I have been begging world remit for speedy refund of both transactions since and I keep getting either no response or the same copy pasted message from every agent I speak to telling me that my refund will be processed in 7 business days. This period has passed and I still do not have my money. I have sent them my proof of transfer documents at least three separate times. I am in a very fragile financial situation and I cannot afford for World Remit to be playing with my money like this. This is not the first time that they have been an absolute nightmare when it comes to getting any sort of refund. I do not understand how a company entrusted with peoples money can be so careless and disorganized. I am therefore submitting this complaint to bring attention to this unfortunate matter and to hopefully get an actual resolution.

  Business Response

  Date: 08/18/2024

  August 18, 2024
  
  Better Business Bureau
  ****************************
  *************************
  
  
  This letter is in response to the complaint filed on 3/8/2024  with the Better Business Bureau by ***************************.This complaint was received by us on 6/8/2024
  
  We would like to apologised for the delay in responding to the customer's complaint.
  
  
  Below are the details of the customer's issue and what was the resolution:
  
  Transaction ********* was created on 09/07/2024, and transaction ********* was created on 11/07/2024.
  
  For these transactions to be processed, payment must be received in our system. However, we have been informed by the Refunds team that they are currently facing an internal technical issue that is preventing them from accessing the payment portal.
  
  The issue has been escalated to the highest management within the Refunds team to ensure close monitoring and expedite the refund process, as it has been significantly delayed.
  
  The cancellation was processed on 25/07/2024 and completed on 06/08/2024. Typically, the refund would be received within 7 working days after the cancellation is completed, but it was delayed due to unforeseen issues.
  
  We also contacted the customer to provide an update on the delay and apologized for the inconvenience caused.
  
  The customer confirmed receiving the refund on 16/08/2024.
  
  Please let us know if you need any further assistance.
  
  Kind Regards,

   

  Jowe