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:06/06/2024

  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.

  Here is an optimized version of your report to the FTC:---To Whom It May ********* am filing a complaint against World Remit, a money service company. On 06/06/2024, I sent USD ****** to ******* using their service. At 08:13 EST, I received an email from World Remit confirming that the money had been deposited into my ************* account. However, upon checking my account, the funds were not there.I contacted World Remit and provided my current bank statement as requested. Despite this, I was repeatedly informed that their local agent is "working on it," and more than six hours have passed without resolution. I have requested proof of the transaction multiple times, but World Remit has refused to provide any documentation.I am seeking your assistance in resolving this matter and ensuring that World Remit fulfills its obligations.

  Business Response

  Date: 06/20/2024

  This letter is in response to ******************************************* Better Business Bureau complaint filed on June 6, 2024. 

  The complaint concerns a bank transfer to *******, transaction *********, initiated on June 6th. Our system indicates that it was processed and marked as complete within the settlement period, but **************** reported non-receipt of funds in his GT bank account and provided a recent bank statement to support his claim. 
  
  Upon contacting our local partner and escalating the issue, we were initially provided a proof of deposit then we were recently informed of intermittent technical problems (please see the attached files for your reference). These problems caused some transfers on June 6th, including ********************, to be rejected instead of being credited to the recipient's accounts. As a result, we proactively cancelled the transaction and issued a full refund of $619.49 to ******************** account on June 18th. Standard refund processing typically takes three business days.
  
  It also appears that **************** may have initiated a chargeback on June 19th regarding this transaction but since the refund has already been processed, we kindly suggest that **************** withdrew the claim with his issuing bank.
  
  We sincerely apologize for the frustration and inconvenience this situation caused ****************. While unforeseen technical issues can occur, as outlined in our Terms and Conditions (**************************************************************************) , we value his business and strive to provide excellent service.
  
  In recognition of the inconvenience caused, we'd like to offer **************** a $50 USD voucher code for his next transaction with us. If he wishes to claim the voucher, please let us know, and we'll be happy to process it for him.
  
  Thank you for your time and consideration.

   

  Regards,

  *******
  
  

   

   

• Initial Complaint

  Date:06/05/2024

  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.

  Im sending money to a friend in ******* and I used to use this app, this time im sending $500 and they didnt send the payment since June 4, im only getting a message saying that its in progress and they always use excuses, it seems that they are holding the money to generate interest due to this is a higher amount.They do not respond nor give me an answer and they keep saying the same thing. The junk app is not even letting me cancel it again, after I canceled the status in progress its now telling me to update the receiver which is ridiculous since I only requested the cancellation.

  Business Response

  Date: 06/06/2024

  June 6, 2024
  
  Better Business Bureau
  12639 W Explorer *** *** 200
  Boise, ID *****
  
  RE: Consumer Complaint 21809755 - *************************

  This letter is in response to the follow-up complaint filed on June 5, 2024 with the Better Business Bureau by consumer *************************. This complaint was received by us on June 6, 2024. 

  We have researched the nature of the complaint, and the customer alleged ********************** of holding the funds and refused to process the request of cancellation and refund.

  On June 4, 2024, transaction number ********* was initiated and sent to our Nigerian partner for processing. Three hours later, the customer contacted us for an update. We assured them that we would check with our partner and later confirmed that a technical issue had delayed the transaction. We promptly informed the customer via email.

  Subsequently, the customer requested to cancel the transaction through our application. Since the transaction was still in progress, immediate cancellation wasn't possible. However, after coordinating with our partner, we confirmed the cancellation.

  Today, June 6, 2024, we initiated a manual refund for the transaction. The funds should reflect in the customer's account within three working days, depending on their bank's procedures. For proof of refund, please refer to the attached document, which the customer can share with their bank to expedite the process.

  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,
  
  ******

• Initial Complaint

  Date:06/04/2024

  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.

  I sent CAD$683.16 to my sister in *****. After 2 days, I realized that the money had not reached her to pay the hospital bill. I decided to cancel the transaction on May 15, 2024, and sent the money through another company. I requested for a refund. After waiting for 7 days and no refund was in my account, I called customer service and they promised that they were working on it. Nothing was refunded. I call again on the 30 May 2024 and the customer service said they were working with the local partner for a refund. Today, June 4, 2024, I called customer service, and they gave me the same promise but so far, I have NOT received my money back. This is the second time they have taken the money and no refunds yet. I have asked to speak with a supervisor but nobody is letting me through. I need help on getting my money back.

  Business Response

  Date: 06/11/2024

  June 11, 2024
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  
  This letter is in response to the complaint filed on 6/4/2024 with the Better Business Bureau by ******************************.This complaint was received by us on 6/4/2024.
  
  Below are the details of the customer's issue and what was the resolution:
  
  Our review determined that the transaction was received on 11/05/2024.
  
  On 12/05/2024, we received a cancellation request from the customer.
  
  The cancellation request was sent to the local partner, as the transaction was still processing, and we needed to wait for their confirmation to see if cancellation was possible.
  
  We continuously monitored the transaction until earlier today when the local partner confirmed that the transaction failed on their end.
  
  We have completed the cancellation and initiated the refund, which should be reflected in the customer's account within 7 working days.
  
  
  We can confirm that the refund of his transaction to your bank account is successful. Please see attached for reference.
  
  ***: 12305014163000209337030
  
  Please advised the customer to contact his 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 the customer and tell you where the refund is - from our experience, this should resolve the issue.

   

  Please let us know if you need anything else.

   

  Kind Regards,

   

  Jowe

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21, 2024, a transfer of $200.00 to be deposited in local currency (naira} was requested.World remit was paid via a US bank debit card. Days went by, and the money was not deposited, but instead I got text messages that Worldremit was experiencing technical difficulties. I made several calls to their customer service was cumbersome and time-consuming. They made promise after promise and yet the money was not deposited. I got at least four delay status reports as attached.On May 24, I submitted a request for cancellation and followed up with a phone call to thier customer service on May 28. As of the time of writing this complaint, World Remit has not refunded my $200. Please see the attached documentation.

  Business Response

  Date: 06/04/2024

  June 4, 2024
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  
  This letter is in response to the complaint filed on 6/3/2024  with the Better Business Bureau by *****************************.This complaint was received by us on 6/4/2024.
  
  Below are the details of the customer's issue and what was the resolution:
  
  Our investigation confirmed that we received the transaction on May 21, 2024.
  
  The next day, our local partner informed us of a technical issue causing a delay in processing the transaction.
  
  We promptly notified the customer via SMS and email.
  
  We continuously monitored the transaction with our local partner until they confirmed its failure on May 24, 2024.
  
  Our initial attempt to refund the customer failed due to an internal technical issue.
  
  Today, we manually processed a refund for the customer, which should be received within the next 7 working days.
  
  
  We can confirm that the refund of his transaction to his bank account is successful. Please see attached for reference.
  
  ***: 74793384156001794914089
  
  Please let the customer contact his 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 him and tell where the refund is - from our experience, this should resolve the issue.

   

  Please let us know if you need further information.

   

  Kind Regards,

   

  Jowe

• Initial Complaint

  Date:05/28/2024

  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 processed an international remittance transaction for $2,038.87 through the Sendwave mobile app on 5/15/24. I called customer care to cancel the transaction when it was still showing "processing" after two days instead the instant delivery service promise, I was told it would take about 10days for cancelation to complete. On 5/20/24 I received an email that the funds had been delivered to my internal account in the local currency. But when I checked the international account on 5/22/24, I discovered that the funds were actually not delivered and I called the customer care number immediately to complain about not receiving my funds. I was asked to send the bank statement of the international bank as evidence to ******************************** I did but didn't get an acknowledgement. I called back and was given another email: *********************************** I got an auto response that the email is not monitored, I sent a 3rd email to ************************************* and got the same response. I have called 4 different times and no one seems to be able to give me an update, the agent I spoke to on 5/24 said it was being investigated. I have also uploaded the statement to the app and they still say they didn't receive. Basically, none of their platforms is able to receive any complaint and there is no action. I also called their fraud line and got a robo message to use their online methods which don't work. I am out of pocket for $2,038.87 and this company has no way of receiving a complaint or addressing the fraud that *** have occurred either from them or their partner bank.

  Business Response

  Date: 05/31/2024

  This letter is in response to the complaint filed on May 28, 2024, with the Better Business Bureau by consumer ******************. This complaint was received by us on May 29, 2024. We apologize for any inconvenience this has caused and are committed to resolving this matter as soon as possible. 
  
  Thanks for taking the time to let us know youve had this experience with us. We apologize for the inconvenience you experienced during your recent transaction. We would like to address your concerns and provide a detailed explanation of the process.
  
  We have conducted a thorough investigation into the issue and we are pleased to inform you that we have identified the root cause of the problem. Our local partner has confirmed that there was an issue with the transaction on their end, which resulted in the delay in depositing the funds into your receiving account. Despite being marked as successful on our end, the transaction was not successful on their end.
  
  We apologize for any inconvenience or frustration this may have caused and appreciate your patience as we worked to resolve the issue. We have taken steps to rectify the situation and have reversed the transaction and processed a refund for the affected transaction to ensure that you receive the full amount back.
  
  Please note that refund processing times may vary depending on the bank's processing schedule. We estimate that it will take approximately 5-10 business days for your refund to be processed and credited back to your account. Please allow for this timeframe and monitor your account for the refund.
  
  We deeply regret any confusion or frustration caused by this issue on your funds. We are continuously working to improve our systems and processes to minimize such delays and provide a seamless experience for our customers.
  
  Sincerely,
  ********************
  Complaints Team
  Sendwave

  Customer Answer

  Date: 06/01/2024

   
  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 have received an email from the business confirming cancellation of the transaction stating that a refund will be processed. I will wait for the maximum 10 business days period for the refund, if I dont receive it, I will reopen the case. 
   
  
  Sincerely,
  
  Jadesola Adediwura

• Initial Complaint

  Date:05/22/2024

  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 used WorldRemit to send some money to ***** to help a friend *** Gathegu ******.1.Transfer Number ********* Amount:$80 Date:16 May 2024 2.Transfer Number:197368282 Amount :$100 Date:14 May 2024 3.Transfer Number :********* Amount:$100 Date:13 May 2024 4.Transfer Number:190074643 Amount:$100 Date:25 February 2024 5.Transfer Number:190011626 Amount:$100 Date: 24 February 2024 Transfer Number:192149035 Amount:$100 Date:18 March 2024 All the 6 transactions were cancelled.WorldRemit keep saying they refunded the money to my bank account.However,Bank of America keep telling me they have not received any refunds from WorldRemit on the other hand WorldRemit keep saying they refunded the funds.They have given me ARN numbers for each of the transactions to give to the bank but the bank keep saying the numbers are useless because WorldRemit has not refunded **** am stuck in the middle.

  Business Response

  Date: 05/27/2024

  May 27, 2024
  
  Better Business Bureau
  ********************************************
  *****, ID *****
  
  This letter is in response to the complaint filed on 05/22/2024 with the Better Business Bureau by **********************************. This complaint was received by us on 05/23/2024.
  
  We have investigated the complaint filed by the customer regarding the refund that has not been received for the following six transactions: *********, *********, *********, *********, *********, and 192149035.
  
  Below are the details of the customer's issue and what was the resolution:
  
  From our investigation, we can confirm that the refund for the customer's transactions to their bank account was successful. Please see the *** below and find attached the refund letters for each transaction.
  
  1. Transaction : *********
  
     ***: 74793384137001640025050
  
  
  2. Transaction : *********
  
     ***: 74793384135001654937051
  
  3. Transaction :
  
     ***: 74793384134002633243059
  
  4. Transaction :
  
     ***: 74793384056002136347054
  
  5. Transaction :
  
     ***: 74793384055002438669057
  
  6. Transaction :
  
     ***: 74793384080002012523059
     
  
  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 the customer and tell where the refund is - from our experience, this should resolve the issue.
  
  If the customer still claims that the refund was not received for all six transactions, we would like to request their bank statement from February 24, 2024 until the present date. This will allow us to forward the information to our refund team for further investigation.
  
  Please let us know if you need anything else.
  
  Kind Regards,
  
  Jowe

• Initial Complaint

  Date:05/21/2024

  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.

  I sent money via world remit. They will not refunds and wont send money. It says its sent but receiver has not received. Works remit says its network issues. I have sent more money after that and other people were able to receive. I just want my money back.

  Business Response

  Date: 05/27/2024

  May 27, 2024
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
  This letter is in response to the complaint filed on 05/21/2024 with the Better Business Bureau by **********************************. This complaint was received by us on 05/22/2024.
  
  We have researched the nature of this complaint filed by the customer regarding the refund for transaction ********* amounting to $ 999.99.
  
  Below are the details of the customer's issue and what was the resolution:
  
  From our investigation,  it was revealed that we received this transaction on May 14, 2024.
  
  The following day, we were notified that the local partner was experiencing a technical issue, causing the transaction to be delayed.
  
  On May 16, 2024, the transaction was marked as paid, but it was confirmed that the recipient did not receive the funds. Following our standard process, we sent an email to the local partner to confirm the status of the transaction.
  
  Continuous monitoring was conducted until May 24, 2024, when the local partner confirmed that the funds had been reversed.
  
  We've completed the cancellation and intiated the refund.
  
  We can confirm that the refund of the customer's transaction to her bank account is successful. Please see attached for reference.
  
  ***: 74793384144003873609056
  
  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 the customer and tell where the refund is - from our experience, this should resolve the issue.

   

  Please let us know if you have further questions.

   

  Kind Regards,

   

  Jowe

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  On April 26th, 2024, I initiated a transfer of RWF ********* from my account in ****** to my UK bank account. The transaction number is *********, and the converted amount was GBP ******. Approximately a day after initiating the transfer, I began receiving emails indicating that the transfer was delayed due to a technical issue. Then, on May 1st, I received an email stating that the transaction had been canceled and that a refund was being processed. I was assured that the refund would be issued within 7 working days from the date of cancellation.Following this, I was asked to provide bank statements to facilitate the refund process, which I did immediately. However, as of today, May 21st, I have not received the refund. I have made multiple attempts to contact World Remit via email, all of which have gone unanswered. Additionally, my inquiries via chat have resulted in inconsistent information regarding the status of my refund.I have also requested proof that the refund has been processed, but this request has been ignored. The lack of response and transparency from World Remit is deeply concerning and highly unprofessional.I am submitting this complaint with the hope that immediate action will be taken to resolve this issue and that my refund will be processed without further delay.

  Customer Answer

  Date: 05/23/2024

  World Remit has now refunded me. 

  Business Response

  Date: 05/27/2024

  This letter is in response to Ms. ******** *************************** Better Business Bureau complaint filed on May 21, 2024. 

  Our investigation revealed that the complaint pertains to a bank account transfer (reference number *********) to the **************, initiated on April 26th. The transaction was promptly transmitted to our local partner, who typically processes and credits funds to recipients bank accounts within one working day. However, due to intermittent connectivity issues, there were delays for some payments, while others were processed as scheduled.
  
  We escalated the issue and confirmed that the affected transactions were rejected on May 1st. Unfortunately, the customer's use of a USD account as the payment method initially prevented us from processing the refund, as our system requires RWF currency for such refunds. After obtaining the alternate bank details from **************, our ****************** were only able to process the manual refund on May 22nd due to an internal issue. We have communicated this to the customer and confirmed with her over the phone that she has received the refund.
  
  We understand the importance of timely and accurate information, and we sincerely regret any inconvenience this may have caused. Please know that such delays, particularly those related to technical or payment issues, were unforeseen and beyond our control, as outlined in our Terms and Conditions.
  
  Please let us know if you require any further information.

   

  Regards,

  *******

   

• Initial Complaint

  Date:05/19/2024

  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.

  February 15, 2024 - Money transfer to *****, *****; Case # ********; Transaction # ********* **** MIFATU APALOO; Transfer amount: US$211.00; Transfer fees: US$6.33. Transferred $211, as funeral donation to ****, a family member. ISSUE: A week later, Feb 22, received text from family member that money had not been received due to error in account number provided to me. With 3 funerals going on, it took them about a week to realize they hadnt received the money. In short, someone else got the money. Informed World Remit immediately. THEIR SOLUTION? If money becomes available in the account of the person who mistakenly received the money, then they will withdraw it. If someone owes you, will you sit and wait hoping they will have sufficient funds in their account? Which thief leaves money in their account for you without you putting any pressure or involving local authorities to put some pressure? Approach not practical. Asked World Remit at the very beginning to provide me information of their contact person in *****, ***** so I could get in touch with them myself. Not a possibility. Also asked World Remit sometime in March to show me one proof that their contact person in ***** actually got in touch with the wrong person who got the money. No such thing was done. Oh, we dont call or text people. They just sit and hope the person will leave funds in their account. In which world does that work? A family member got in touch with the person in ***** who received the money by mistake. Promised to return money to World Remit contact person in *****. In fact, this person recently claimed money had been returned to World remit contact person in Accra. Since World Remit does nothing to recover money, they wouldnt even know if money was returned to their contact person in *****. Have been doing business with World remit since 2020. Even transferred some moneys a few days ago. Appreciate your help in resolving this matter and refund of my $211. Thanks.

  Business Response

  Date: 06/05/2024

   

  This letter is in response to *********************************** Better Business Bureau complaint filed on May 19, 2024. 
  
  We investigated the nature of this complaint and identified that it is related to the mobile money transfer ********* to Ghana created on February 15th, which had a settlement processing time of minutes. Our system indicates that it was processed and marked as complete within the settlement period, but ************** reported on February 22nd that the funds were not received as the money was sent to an incorrect mobile account; thus, we contacted our local partner in ***** requesting a reversal of the funds. 
  
  Why are recalls not guaranteed? To successfully recall funds we must:
  1. Contact the recipient and ask them for authorisation to debit them
  2. The recipient of the money must:
  3. Consent to the recall
  4. Have a big enough balance to cover the recall
  
  Unfortunately, despite our partner's efforts, MTN was unable to recover the funds by March 26th due to the following: inability to obtain recipient consent for the reversal or potential insufficient funds in the recipient's account; therefore, we consider this recall unsuccessful. 
  
  Since Ms. ****** claimed that the unintended recipient may have returned the funds to our local partner, we have contacted them again to inquire about any proof of the funds being used and expect a response within the next seven days.
  
  Should you require any further information or assistance, please feel free to contact us.
  
  

  Regards,

   

  *******

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21732203
  
  I am rejecting this response because:
  

  Thank you for your response and thank you for your efforts.  I am just wondering why the efoorts stopped in March.
  At this point, I am waiting to hear from you after seven days (indicated by you) whatever the response is from your partner in *****,******  This response will be in relation to whether the unintended recipient has returned the money to them or not.
  I would, definitely, prefer to hear from the corporate office about this update as opposed to me calling a customer service number where people are not that efficient when it comes to handling issues like this.
  Thank you for your understanding.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/18/2024

  This email serves as an update to *********************************** Better Business Bureau complaint regarding the reversal of transaction 189179587.

  We are pleased to inform you that we received confirmation today from our local partner in *****. They have successfully contacted the mobile network provider and confirmed the recovery of the funds. As a result, we have initiated the cancellation of transaction 189179587.
  
  Attached you will find screenshots (with our local partner's contact information redacted for privacy purposes) as evidence of this communication. Additionally, you will find a copy of the proof of refund for your reference. The refund typically takes up to three business days to process depending on the bank's settlement time.
  
  We sincerely apologize to ************** for the delay and inconvenience caused. We understand this situation was frustrating, and it was never our intention to create such an experience. While we strive to provide the best possible service, our terms and conditions outline that the customer is responsible for ensuring the accuracy and completeness of the information provided.  For your reference, you can review our terms and conditions here: **************************************************************************
  
  Please don't hesitate to contact us if you require any further information or assistance regarding this matter.
  
  

  Kind Regards,

  *******

• Initial Complaint

  Date:05/08/2024

  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.

  Took my $88 I was sending to a family member. Just not to cancel the transaction and hold my money for 10 days. I need my money. This dont make sense and shouldnt be legal

  Business Response

  Date: 05/26/2024

  This letter is in response to ******************************'s Better Business Bureau complaint filed on May 8, 2024. Unfortunately, we were unable to view this complaint in our system on time and received it only on May 19, 2024.
  
  Upon investigating, we discovered that the complaint concerns a payment of USD ***** taken from his Mastercard on May 6th, which did not generate a transaction in our system. This may have been due to a technical issue on our end or connectivity problems during the transaction process. Please be assured that such occurrences are rare and are being thoroughly investigated to prevent future incidents.
  
  Typically, if no transaction is created, funds are automatically reversed. In this case, the reversal was not automatic. We escalated the issue to the relevant team and confirmed that they manually cancelled the payment on May 11th. You should have received the funds back within seven working days, depending on your banks settlement time.
  
  We sincerely apologize for any inconvenience or frustration this situation may have caused. Please know that such delays, especially those related to technical or payment issues, were unforeseen and beyond our control.
  
  Should you require any further information or assistance, please feel free to contact us.
  
  

  Regards,

  *******