Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2024

  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 sent money $2,077.99 using WorldRemit transfer # ********* on July 3, which I got an email later saying transaction was still processing, after 2 days I contacted customer service through the App asking why I didnt get an email with the *** number for the recipient to pickup the money, an Agent told me they are having technical issues and that they sent my case to relevant department to be looked at and I will get an email within 24 hours. 24hours passed no email, I contacted them asking whats going on another agent told me their local partner cannot trace the transaction into their system so they sent the case to the relevant department, in that moment I was worried so I ask the agent on July 5, 2024 to cancel the transaction. He then told ok he submitted a cancellation request and I will receive an email within ***** hours. July 9 came there was no email I checked inbox and junk nothing from them, I then went to the App I noticed the transaction was still saying processing which was strange because I request to it being canceled. I spoke with a new agent which told me they are having issues and now for the transfer to be canceled they need to send the information to their local partners to manually cancel and refund, she stated this would take 7 business day and my money would be back in my account. still no email so now Im scared and frustrated and out of money at this point, I contacted them again asking whats going on why still no emails no refund the agent told me the same exact thing like it was an automated response, so now Im really upset and I told them Im contacting a lawyer because this isnt right the situation and the response is coming off like scammers then the agent ask me for my number and told me a manager will contact me within 24hr, Today is July 19 still no emails and NO Refund from this company I have copys of all communication with Agent now they blocked me from the App. This as affected me I need my money back please.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  Better Business Bureau
  ****************************
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 22012880  - ***********************
  
  
  This letter is in response to the follow-up complaint filed on July 19, 2024, with the Better Business Bureau by consumer ***********************. This complaint was received by us on July 19, 2024. 
  
  
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer as originally requested, or alternatively, failed to issue a full refund upon the customer's request instead of completing the transfer successfully.
  
  
  
  After a thorough investigation, we confirmed that there was a technical issue with our payout partner in ****** in which our partner is unable to locate the transaction in their system. This was confirmed by our partner in their response to our email on July 19, 2024. 
  
  
  After we received confirmation from our partner, WorldRemit made an attempt to manually refund the transaction. Unfortunately, this attempt was unsuccessful because the consumer had already initiated a chargeback request with their bank on July 19, 2024. The chargeback process will now be managed by our dedicated team and the consumer's bank. The bank will be responsible for issuing a refund to the customer once the chargeback request has been processed and finalized.
  
  
  We recommend that the consumer contact their bank for updates on their chargeback, as the bank will provide further information and communicate the outcome.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

  Customer Answer

  Date: 08/07/2024

  I would like them to tell me why a refund is still not issued.

  Business Response

  Date: 08/19/2024

  This letter is in response to the follow-up complaint filed on July 19, 2024, with the Better Business Bureau by consumer ***********************. This complaint was received by us on July 19, 2024. 
  
  
  
  WorldRemit made an attempt to refund the transaction manually. Unfortunately, this attempt was unsuccessful because the consumer had already initiated a chargeback dispute request with their bank on July 19, 2024. Our dedicated team and the consumer's bank will now manage the chargeback process. The bank will be responsible for issuing a refund to the customer once the chargeback request has been processed and finalized.
  
  
  We recommend that the consumer contact their bank for updates on their chargeback, as the bank will provide further information and communicate the outcome.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:07/18/2024

  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 tried sending $70 to a friend on June 23rd 2024 using world remit and the transaction was delaying, since it was an emergency i had to cancel the transaction and find other means of sending the money, up until now i have still not received my refund, i have made multiple phone calls to world remit in an attempt to get a refund and its either i am placed on a forever hold or over an hour of wait time, when i am lucky to have a representative picking up all they tell me is they are having technical challenges and my money will be paid in three business days, its been over three weeks already and nothing so far, not even an email from them, this is not the first time i am experiencing such horrible service with world remit and at this point i am done using their service, i need my refund period!!

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  
  
  RE: Consumer Complaint 22008168 - ***********************
  
  
  
  
  This letter is in response to the complaint filed on July 18, 2024, with the Better Business Bureau by consumer ***********************. This complaint was received by us on July 18, 2024.
  
  
  The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer as originally requested, or alternatively, failed to issue a full refund upon the customer's request instead of completing the transfer successfully.
  
  Due to the technical issue that our pay-out partner had experienced, the customer contacted us and requested to cancel the transaction and get a full refund. Since WorldRemit cannot proceed with the cancellation without confirmation from our pay-out partner in *****, we notified and contacted our partner to cancel and reject the transaction from their system. 
  
  After the confirmation from our pay-out partner that the transaction failed in their system, WorldRemit initiated the refund on July 21, 2024, and the refunded money transfer can take up to three working days to be returned to a consumer's available account balance, these funds should be available in the consumer's account balance no later than July 24, 2024.
  
  Kindly also see the attached file for our Proof of Refund.

  
  
  For any further inquiries regarding this matter, please do not hesitate to contact our *************************** at ************************************************************ **************.
  
  
  
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

  Customer Answer

  Date: 07/25/2024

   
  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:07/17/2024

  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.

  Someone used this app to try to send money illegally using my information. *** tried to reach them and there is no way for me to contact them. I want to shut down my illegally attained account

  Business Response

  Date: 07/17/2024

  July 17, 2024
  
  
  Better Business Bureau
  ************************ 200
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 22001502 - *************************
  
  
  
  
  This letter is in response to the complaint filed on July 17, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on July 17, 2024.
  

  
  
  Upon reviewing the details of this complaint, the customer reported that unauthorized transactions were conducted using her information on our platform.
  
  After conducting a thorough investigation, we located the account in our system and verified the accuracy of the information provided. We can confirm that no transactions were initiated or associated with this account. As a precautionary measure and to prevent potential fraudulent activities, we have deactivated the account.
  
  Rest assured, necessary steps have been taken to secure the account and prevent unauthorized access.
  
  We strongly recommend that the customer resets the password for their email address to safeguard their personal information and prevent future fraudulent attempts.
  
  For any further inquiries regarding this matter, please do not hesitate to contact our *************************** at **************************************************** or **************.
  
  
  
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 22001502
  
  I am rejecting this response because: I would like a phone number that has a direct line to someone. When I call the phone number they provided it requires me to enter a phone number linked to my account. Since I did not open the account but rather an imposter did, I am unable to move through their phone system. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  
  
  Better Business Bureau
  ************************ 200
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 22001502 - *************************
  
  
  
  
  
  This letter is in response to the complaint filed on July 17, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on July 17, 2024.
  
  
  WorldRemit has already taken the necessary actions to the account, and we assure you that no one has access to make any changes to it. If you are not satisfied with our response and actions taken, please specify as to what action would you like to take, you can also contact our Fraud Team at **************.
  
  
  
  
  
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:07/07/2024

  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.

  On July 01 I made a transfer which wasnt successful and I canceled it, till date I have not been refunded my money $127. I reached out to the team and I was told they dont know why its taking long On the app for world remit it says refund takes 7days. It passed 7days now and still no refund has been made to me.

  Customer Answer

  Date: 07/09/2024

  I have received a refund from worldremit for the amount of $128.99.

   

  Thank you

   

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

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
  
  This letter is in response to the complaint filed on 7/7/2024 with the Better Business Bureau by *****************************.This complaint was received by us on 7/8/2024.
  
  Here are the details of the customer's issue and its resolution:
  
  We received the transaction on 01/07/2024. The following day, our local partner notified us of a technical issue affecting the transaction.
  
  Upon receiving the customer's request to cancel the transaction, we awaited resolution of the outage before proceeding with the cancellation.
  
  We monitored the situation continuously, and on 7/8/2024, our local partner confirmed that the cancellation could proceed.
  
  The cancellation has been successfully processed, and we have initiated the refund. The funds should appear in the customer's account within 7 working days from yesterday.
  
  Attached is the proof of refund for your reference.
  
  Please inform us if you require any further assistance.
  
  Best Regards,
  
  Jowe

• Initial Complaint

  Date:07/04/2024

  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.

  Date of transactions: 6/30/24 2 money transfers Receivers are unable to pick up money due to multiple issues Checked with world remit, stating that there were no issues.This is the third time that this happened Giving my receivers a hard time to pick up the money when in fact there were no reported issues

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  Better Business Bureau
  ************************************************
  *****, ID *****
  
  RE: Consumer Complaint 21942117 - *******************************
  
  This letter is in response to the complaint filed on July 4, 2024, with the Better Business Bureau by *******************************. This complaint was received by us on July 4, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** had not delivered or completed the transactions she initiated on June 30, 2024.
  
  We learned that the customer created two transactions on June 30, 2024, with the reference numbers ********* and *********. After receiving such information, we then proceeded to communicate with our local partner in the *********** to verify.
  
  On July 4, 2024, our local partner confirmed that transaction ********* is outstanding and available for cash pickup at any BDO and BDO network branches, BDO remit counters, accredited rural banks, and payout channels. They also called the beneficiary to offer assistance, who affirmed that he would go pick up the funds the next day, July 5, 2024, which he did, and the transaction was completed.
  
  On July 6, 2024, our other local partner confirmed that the beneficiary picked up the funds for transaction ********* on July 5, 2024. This signifies that the beneficiaries of the transactions in question had successfully collected the funds.
  
  We recommend that the sender, **********************, verify this information with her beneficiaries and let us know if she has further queries or concerns and we will be pleased to assist.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:06/25/2024

  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.

  The transaction number is *********. I sent $30 on 6/23/2024 to a friend's bank account through **********************. I received a confirmation email 6 minutes later that the money has been paid into her bank account. The recipient never received the money. The money was not paid into her bank account as claimed by **********************. I have contacted WorldRemit customer service and they are lying to me giving me a runaround. I want a refund of my money.

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  
  We apologize for the delayed response to your inquiry.
  
  
  This letter is in response to the complaint filed on 6/25/2024 with the Better Business Bureau by Bankole Agboluaje.This complaint was received by us on 7/6/2024.
  
  
  ChatGPT
  Here are the details of the customer's concern and how it was addressed:
  
  We received the transaction on June 24, 2024, and marked it as completed on the same day. On that day, the customer contacted us, reporting that the funds had not been received by the intended recipient.
  
  Following our standard procedure, we promptly contacted our local partner via email to verify the transaction status. We continued to monitor the transaction closely until July 5, 2024, when we received confirmation from them that the transaction had been successfully processed. Attached is the proof of payment and session ID for your reference:
  
  Session ID: ******************************
  
  We advised the customer to provide this session ID and proof of payment to their recipient's bank to assist in tracing the funds.
  
  Please inform us if you require any further assistance.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21899241
  
  I am rejecting this response because: the money was never paid into the bank account of the person I sent the money to. I am attaching her bank statement. She did not receive the money. It is not my business to trace the funds. WorldRemit claimed in their confirmation email that the money I sent through them had been deposited into the recipient's bank account when in reality the money was never paid into her bank account. I want my money refunded.
  
  Sincerely,
  
  Bankole Agboluaje

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  
  This letter is in response to the complaint filed on 6/25/2024 with the Better Business Bureau by Bankole Agboluaje.This complaint was received by us on 7/6/2024.
  
  Here are the additional details of the customer's concern and how it was addressed:
  
  Due to the customer's insistence that the funds had not yet been received by the recipient, we sent an additional email to our local partner, informing them of the situation and requesting a further investigation.
  
  We continuously monitored the case and marked it as urgent to prioritize it. On July 15, 2024, our local partner confirmed that the transaction had failed and the funds had been reversed to us.
  
  We promptly completed the cancellation and initiated the refund, which the customer will receive within 3 working days.
  
  Additionally, we confirm that the refund to the customer's bank account was successful. Please see the attached document for reference.
  
  ***: 74793384198001878782089
  
  Please advised the customer to contact his bank and ask to speak to the department handling chargebacks, disputed payments, refunds, or claims and provide them with the *** number, as this will enable them to trace the refund. They should be able to assist him and inform of the refund status. Based on our experience, this should resolve the issue.

   

  Please let us know if you have further question.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 07/16/2024

   
  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,
  
  Bankole Agboluaje

• Initial Complaint

  Date:06/24/2024

  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 writing to formally lodge a complaint against WorldRemit regarding a transaction that has not been completed as promised. On June 24th, 2024, I attempted to send $207 through WorldRemit to my GT Bank account in *******. Despite WorldRemit claiming that the transaction is complete, the naira equivalent of ******* has not been deposited into my account. My GT Bank account clearly shows that the naira equivalent was not deposited.The details of the transaction are as follows:Transaction Date: June 24th, 2024 Transaction Number: ********* Amount Sent: $207 Expected Amount in *****: ******* This delay is causing significant inconvenience, as the funds are urgently needed to assist a friend in dire need. I kindly request that WorldRemit either ensures the immediate deposit of the naira equivalent into my GT Bank account or provides a full refund of the $207.I would appreciate your prompt assistance in resolving this matter.Thank you for your attention to this issue.

  Business Response

  Date: 06/26/2024

  June 26, 2024
  
  
  Better Business Bureau
  ************************ 200
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 21891920 - ***********************
  
  
  
  This letter is in response to the follow-up complaint filed on June 24, 2024, with the Better Business Bureau by consumer *****************. This complaint was received by us on June 24, 2024. 
  
  
  Upon reviewing the nature of this complaint, it was alleged by the consumer that WorldRemit marked the transaction as paid, yet the consumer did not receive the funds in their account.
  
  Following a thorough investigation, we have determined that the transaction in question, identified by number *********, amounted to $0.14 or 207 NGN. There were no transactions matching the amounts of $207 or 300,00 NGN in our records.
  
  We have initiated contact with our pay-out partner to verify the status of the transaction, and they have provided us with a reference number for tracking purposes: Session ID ******************************.
  
  We recommend that the consumer contact their bank and provide them with the Session ID to trace the funds and verify if the transaction was successfully delivered.
  
  
  
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:06/21/2024

  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.

  Submitted a transfer of $500 on May 11th. Canceled soon after awaiting for the funds to be returned. Contacted via "contact us" on site 6 times. Told same each time, they are awaiting reply from their ***** partner to refund to WR. My friend contacted his institution who told him they never received the funds and there was nothing to refute. Each contact said they were sending an "urgent" request to the institution. Spoke to someone the 7th time who said the same, and also said they funds had been returned to WR so they would send to their refund ***** to begin the process. Told it would take 3-5 business days. 6/11 was the 5th day. Phoned again, was told the same thing at which I demanded immediate resolve of the refund. Again, was told Kenya had not responded which the prior told me they had. Promised to send email to me and that it would again, take 3 to 5 business days. I repeated I did not trust them and they needed to make this right. I waited again and called again on 6/14, same story all over. He did send me an email where ***** had denied ever receiving funds (first email I have received from them) and promised the refund process would be started. Again, 3-5 business days. 6/21, 10th time to contact them, still no refund. Stated saw the "refund letter" in my documentation and again, said it would take 3 business days. Asked if today was counted as the first business day, he replied yes. Responded that if I did not receive refund by 6/25, would file a complaint with FDIC and others. It's been since 5/11 that WR has had my $500 and I need that returned. Contacted a total of 10 times, the last 4 times were on the phone.

  Business Response

  Date: 06/23/2024

  June 24, 2024
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  RE: Consumer Complaint 21883596 - ******* *******************

  This letter is in response to the follow-up complaint filed on June 21, 2024 with the Better Business Bureau by consumer ******* *******************. This complaint was received by us on June 22, 2024. 

  We have researched the nature of the complaint, and the customer alleged ********************** of not processing the refund and kept on providing false information for the funds to be received.

  Transaction ********* was initiated on May 11, 2024, and handled by our local partner on the same day. However, due to a sporadic technical problem, the transaction was delayed from completion. Consequently, the customer opted to cancel the transaction the following day. Despite ongoing technical difficulties, we have requested our partner to assist in returning the funds to us to process customer's request.
  
  The customer was informed of **********************'s refund timeline, but unfortunately, the refund was not processed successfully until June 23, 2024. We received confirmation from our partner that the funds have been successfully reversed back to us. Please see the attached file for the proof of refund, that the customer can share to their bank for tracing.

  Furthermore, if the customer needs assistance, they can contact us over the phone or have a chat session on the application, and our representatives will assist.
  
  
  Sincerely,
  
  ******

  Customer Answer

  Date: 06/23/2024

   
  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:06/20/2024

  Type:Delivery 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.

  Date of transaction 6/20/2024 Amount of transaction $300 Sent using the world remit app. I don't have the transaction number because after withdrawing the money from my account the deactivated my account, claimed something was wrong with my log in. I requested for the refund of my money, they claim it'll take 3days before I receive the money. I need the refund immediately credited bck to my account.

  Business Response

  Date: 06/26/2024

  June 26, 2024
  
  Better Business Bureau
  ********************************************
  *****, ID *****
  
  
  RE: Consumer Complaint 21880384 - Ngamdab Fofung
  
  This letter is in response to the complaint filed on June 20, 2024, with the Better Business Bureau by Ngamdab Fofung. This complaint was received by us on June 21, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** canceled his transaction after she created it and has requested to have a refund immediately.
  
  We learned that the customer created a transaction on June 20, 2024, with the reference number 200622964. WorldRemit chose to cancel the transaction as we have noticed an unusual login attempt on the customer's account and have therefore temporarily disabled it.
  
  It can take up to 3 days for the funds to be made available again but some banks/card issuers can take longer. If the money is not back in the customer's account after 3 days, we suggest communicating with the ************************ of their bank/card issuer (usually the number on the back of your card). They will be able to help give more information including the date when the funds will be available.
  
  Sometimes the bank/card issuer requests further confirmation from us before they release the funds back to the customer's account. If this is the case, we require the bank's authorization departments email so we can confirm this with them.
  
  Additionally, should the customer wish to reactivate her account. We recommend to get in touch with WorldRemit so that we can assist her accordingly.
  
  Thank you and please let us know if you have any further questions.
  
  Sincerely,
  
  Lizter

• Initial Complaint

  Date:06/13/2024

  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 am writing to formally report an issue I have encountered with WorldRemit concerning a recent transaction. On June 2nd, 2024, I sent $100 via WorldRemit, with the expectation of receiving ******* naira into my ************* account. The transaction reference number is 199082647.Despite the transaction being completed on WorldRemit's end, the funds have not been deposited into my account. My account statement clearly indicates that the payment has not been received.This delay is causing significant inconvenience as the money was intended to help a friend in dire need. I have reached out to WorldRemit but have not received a satisfactory resolution.I kindly request your assistance in ensuring that WorldRemit addresses this issue promptly and that the funds are deposited into my ************* account as expected.Thank you for your attention to this matter.

  Business Response

  Date: 06/16/2024

  June 16, 2024
  
  Better Business Bureau
  12639 W Explorer *** *** 200
  Boise, ID *****
  
  RE: Consumer Complaint 21844822 - ********************** Akatakpo

  This letter is in response to the follow-up complaint filed on June 13, 2024 with the Better Business Bureau by consumer *******************************. This complaint was received by us on June 14, 2024. 

  We have researched the nature of the complaint, and the customer alleged ********************** of not completing his transaction as it should be.

  On June 3, 2024, transaction ********* was initiated and sent to our Nigerian partner for processing and completed the following since there was an unforeseen technical issue.

  The customer then contacted us through chat the same day the transaction was completed, claiming that they were not able to receive the funds. Hence, we sent the request for confirmation of the final status to our Nigerian partner. Further contacts with the customer were made on the 6th and 10th of June regarding the investigation process.

  Our partner confirmed that the transaction was unsuccessful and was affected by an intermittent technical issue, and he reversed the funds back to us. Hence, we processed the cancellation and processed the customer for a refund. Funds should be available on the customer's account within three working days from June 14, 2024. Please see the attached file for the proof of refund on our side that the customer can share with their bank.

  Furthermore, if the customer needs assistance, they can contact us over the phone or have a chat session on the application, and our representatives will assist.
  
  
  Sincerely,
  
  ******