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:04/05/2024

  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.

  March 31st 2024 20:40 via opening an account with WorldRemit.com to transfer the Amount of $896.89 USD for P50,000 *********** pesos to a GCash account I regularly do via Remitly or PayPal.They accepted my personal and banking information without any problem and put the transaction through immediately withdrawing my money from my bank without requesting any form of verification.Then immediately within the same minute cancelled and approved the cancellation without explanation stating only that the refund with be put back into my bank within 2-3 days.Then each day checking my bank which no funds returned I logged back into WorldRemit noticing each day I checked the refund date and time kept changing one day later.After over 1 dozen emails and chats I was given only the I'm so sorry run around.They have all information of the transaction yet insist ad hoc that in order to have my money returned to my bank account and point of origin for me to provide my bank statement which is in violation of the ** Privacy Laws, Federal and ************** ********** of ***** banking and financial regulatory laws compliance and ** ************************************ (CFPB) putting my personal information and identity at unnecessary risk of identity theft. Something they should protect their customers from.Their request has no reasonable, viable or valid reason in the best interest of their customers.I ALSO DEMAND THEY IMMEDIATELY RETURN ALL MONIES. Which were earmarked for someone's medical expenses and additionally putting their life unnecessarily at great risk and harm, as well as causing me additional expense and loss of time securing additional funding for this person.

  Business Response

  Date: 04/10/2024

  April 10, 2024
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint 21537575 - ************************

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

  We have researched the nature of the complaint, and the customer alleged that ********************** charged his card without a proper authorization when creating the transaction, then cancelled the transaction in the next minute without letting him know the reason and refused to reverse the charge.

  As a regulated online money transfer company, WorldRemit and our partners are required to Know Our Customer and conduct customer due diligence by verifying your identity and understanding the nature of the transfer that you have made. Hence, the transaction ********* was reviewed, and our review team cancelled it as it did not meet our approval criteria, which we are not able to divulge specifically as it may compromise our review process. The customer can always check our terms and conditions for any reason.

  Regarding the funds, this is a pre-authorization charge. This means that the customer's bank has reserved the funds for us, but given that the review was not passed, we were not able to finalise the payment. Funds may be deducted from the customer's available balance, but they did not actually leave the account until we settled it. ***** will do this so that customers do not go overdrawn on their accounts. All transactions are pre-authorised when they appear on our system and will only be settled once they pass the review process.

  Normally, for pre-authorization charges, funds should be available on the customer's available balance within ***** hours. However, in some instances, some banks will ask for a pre-authorization void form. Please see the attached file for the said form that the customer can share with their bank. We also suggest that the customer speak to the pre-authorization department. 

  Should the customer require further assistance, please let him contact our customer care for faster assistance.
  
  
  Sincerely,
  
  ******

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21537575
  
  I am rejecting this response because:

  Banks including WorldRemit have no legal authority to demand (though they state request) any additional information such as a personal bank statement in order to "return" the money taken back to the original source it was received.

  Which in my opinion supported by various legal and news articles indicate providing such additional information greatly increases the risk of identity theft which is of great concern.

  The fact that WorldRemit customer service call center person I spoke to admittedly stated the call was to them and they were based in *******, the home of the infamous Nigerian 419 Scam and it's many variations now controlled by ****************** backed hackers and criminal organizations.

  Secondly, WorldRemit made no prior conspicuous announcement to me or any of their customers that there would, could or might be the need to provide additional ad hoc personal information to them for account approval and they under ** banking and ***************** regulations which they claim is their ** base of operations address turns out to only be a mailbox and serviced office center. Something many scam artists, hackers and criminals use to hide a fraudulently filed corporation.

  ***************************************************************************************************************************************************************************************************************************************************************************************************************.

  The street address must be a physical address and cannot be a post office box. A mailing address is optional. If the registered agent's mailing address is different from the registered agent's street address, or mail cannot be delivered to the street address, provide an address in ******** where mail may be delivered. Which WorldRemit and their proxies are in violation of. Both violations in ******** Incorporating laws as well as ******** State and ** Federal Banking laws.

  Additionally they forfeited any right to further demand any additional information ad hoc once they withdrew funds from my bank. Which essentially became a legal and valid acceptance of the transaction, much in the same way you own anything you have paid for it and payment was accepted.

  I have done business with many online money transfer services and world will remit has been the only one to not only request information ad hoc but to also withdraw the money from my bank account without first completing their due diligence if any were required.

  Based on the vast number of complaints and there Better Business Bureau rating it would be very safe to say they pull these scams and violations in their regular course of doing business.

  Therefore easily identified as a potentially criminal business organization, or even under ** **** statutes and organized crime syndicate.

  I have filed multiple complaints with various ************, *****, *********** and ** regulatory, law enforcement and government agencies to initiate multiple investigations in each jurisdictions. With the additional concerns of fraud, wire fraud, banking fraud, identity theft, resale of personal information in violation to GDPR privacy act.

  I will also seek legal and personal costs and damages incurred by these additional steps as well.

  
  Sincerely,
  
  *****************************;

• Initial Complaint

  Date:04/05/2024

  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.

  4/4/2024m misleading advertisement Money in a Minute but its not true in one of my transaction, they cancelled the transaction without notifying the customer .

  Business Response

  Date: 04/11/2024

  April 11, 2024
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint 21537368 - *****************

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

  We have researched the nature of the complaint, and the customer alleged that ********************** has misleading advertisements and is cancelling transactions without notifying the customers.

  We stand by our settlement that this should be within minutes. However, as stated in our terms and conditions, delays may occur for some unexpected reasons which are out of our control and no one wanted.

  In just two minutes after the transaction ********* was created, it was sent to our partner. Nevertheless, the transaction was unsuccessful since the recipient's payment method declined it and they did not divulge the precise details.
  
  We can see that there were no auto-communications sent to the customer when it was cancelled. Per further checking, we figured out that the customer has disabled his notification preferences, as shown in the screenshots below. This is the reason why he has not received communications regarding the cancellation of his transaction.
  
  If the customer wishes to receive notifications moving forward, please advise the customer to call our customer service or email us to enable the notification.
  
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received a fraud notification from my bank for $1700 charge from this company. I have no previous or current business with them and clearly they are a bunch of scammers. Thankfully my bank is quick to decline such a charge but had they not I would have been left with a negative balance and for something that I have no idea for. Its now caused a huge inconvenience for me as I have to change my bank information.

  Business Response

  Date: 04/03/2024

  April 3, 2024
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint 21506876 - *************************
  This letter is in response to the follow-up complaint filed on March 29, 2024 with the Better Business Bureau by **************************. This complaint was received by us on March 30, 2024. 
  We have researched the nature of the complaint, and the customer alleged that ********************** charged her card without her authorization.
  We are not able to pull up any related information from the name, email, and phone number attached to this complaint.
  
  All of our transfers are made on our application, and security is guaranteed. Since we are not able to locate any details, we encourage the customer to contact us by phone on our US anti-fraud hotline or report the matter via email to ******************************** providing us with the following information: 
  
  Date of charge:
  Individual Transaction Amount:
  Card Issuing Country: 
  The first 6 and last 4 digits of the card: 
  Type of ***************************** Holders' Name: 
  email address:
  
  
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:03/26/2024

  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 03/08/2024 I sent $250 .00 via world remit phone App to a relative in *****. The money was pulled out of my bank account immediately. The bank statement shows the funds going to world remit ****** **. I reached out to world remit and 3 agents issued a case number and directed me to email my bank statement with supporting documents (showing the date funds were withdrawal by Worldremit ****** **) to ******************************************* 3/18/24 I received a generic email promising to send my bank statement to world remit financial team for an investigation. There has been radio silence to all follow up emails and queries. It is important to warn the public to prevent the devastating loss I am having to deal with. The worldremit website advertises a fast and secure way to send money on the go." As 5 year customer my experience is the contrary.

  Customer Answer

  Date: 04/01/2024

  Dear BBB

  Thank you so much for your help. Worldremit ********* has  refunded my money.. 

  Sincerely 

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

• Initial Complaint

  Date:03/20/2024

  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.

  Someone created fraudulent charges using World Remit and World Remit did nothing to assist. I would not suggest anyone use World Remit or respond to any requests from anyone requesting you use World Remit

  Business Response

  Date: 03/28/2024

  This letter is in response to ******************************* Better Business Bureau complaint filed on March 20, 2024. 

  We have conducted a thorough investigation into the complaint in question and have determined that it pertains to fraudulent activity associated with an account under the name *************************. Two mobile money transfers were initiated to ***** on February 4th using this account. Our records indicate that the initial transaction, totaling $621.00, was automatically approved and processed on our end, whereas the subsequent transaction was automatically cancelled due to failure to meet our approval criteria, and was flagged as fraudulent.
  
  It is important to note that our system is designed to detect suspicious activity, and transactions may be automatically processed based on the accuracy of the account information provided, including full name, date of birth, address, and complete card details.
  
  As the transaction in question has already been paid out, we regret to inform you that a refund is no longer feasible. We advise the account holder to contact their bank, as they may offer assistance options for customers who have been impacted by fraud.Furthermore, please be assured that we have taken immediate action to prevent further unauthorized transactions by deactivating the associated account.
  
  We extend our sincere apologies for any inconvenience this issue may have caused the cardholder.
  
  Should you have any further inquiries or require clarification, please do not hesitate to contact us.
  
  
  Kind regards,
  
  *******
  
  

• Initial Complaint

  Date:03/18/2024

  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.

  Closed my account and would not give me a reason. I am sending money to a co-author of my book and you all treated me like a criminal. I want my account reviewed!!!

  Business Response

  Date: 03/18/2024

  March 18, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  RE: Consumer Complaint 21447528 - *************************
  
  
  
  This letter is in response to the follow-up complaint filed on March 18, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on March 18, 2024. 
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit closed her account and would like to know the reason for the closure.
  
  
  The consumer's account was under review by our relevant team and discovered that there's another account registered in our system with the same details. Since WorldRemit only allows our consumers to have one active account, ********************** decided to close the account,
  
  
  However, we received a contact from the consumer on March 18, 2024, about this concern and we were able to successfully reactivate the customer's account and confirm that she was able to create a new money transfer. 
  
  
  If the consumer still insists on getting her refund back, we would like to ask for a copy of the consumer's bank statement showing the charge/funds leaving her account.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:03/15/2024

  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.

  WorldRemit suddenly closed my international money tranfer account and refused to disclose the reason for the closure when I requested for the reason, claiming the reason is private and confidential. Now WorldRemit went and closed my account also with ********************** remittance (merging company) company today 03/15/2024 after a request made about 7 days ago for the closure to avoid legal proceedings for justice. WorldRemit refuse to disclose any of their reasons as requested by their legal counsel.

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  RE: Consumer Complaint ******** - ***************************
  
  This letter is in response to the complaint filed on March 15, 2024, with the Better Business Bureau by ***************************. This complaint was received by us on March 16, 2024.
  
  We have researched the nature of the complaint. The consumer has alleged that WorldRemit has closed his account and refused to disclose the reason for the closure.
  
  We learned that an internal review was done on the consumer's account and unfortunately, the account did not meet our approval criteria, therefore, we have suspended the account and we are no longer able to provide our services to the consumer going forward. Per our terms and conditions, we are obligated to terminate any relationship with our customers if our approval criteria are not met. 
  
  In order to maintain the integrity of our approval checks, we are not able to provide specific details because doing so would jeopardize the process. We apologize that we are not able to provide more information regarding these checks.
  
  Furthermore, we regret that we are unable to explain the consumer's Sendwave account as this is a different money remittance company.
  
  Thank you and please let us know if you have any further questions.
  
  Sincerely,
  
  Lizter

  Customer Answer

  Date: 03/28/2024

  I disagree with the response  given by WorldRemit company.  WorldRemit discriminately decided to close the account of certain groups and race to be exact, mostly  Nigerians.  This one of the reasons why the company refused to disclose the closure reasons for fear of legal ramification. If BBB refused to look into this matter diligently,  the matter will be traversed to the commerce department, Attorney General of for the federal, not limited Human rights and Civil rights for the federation. This racial discrimination of companies like WorldRemit against the 3rd world countries is a oppression on all African countries that they ones used as slaves. Under the constitution of *******,  I have the right to know any deformation of character that is  used against me in any commercial transactions,  and gives the right to proof my innocence and defend my integrity against any bias and demoralizing treatment from any race. Based on this premise  I am asking  the BBB to demand  for the WorldRemit criteria  and policy that was violation by my transactions with the company for more than 3 years,  unless is based on racial disparity,  which can be settled  in the court of laws eek for justice for all. Equitable justice is  for All. NAACP with also be brought into matter if it out of BBB jurisdiction. 

  Thanks 

  **************************;

• Initial Complaint

  Date:03/14/2024

  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.

  Transaction #********* On 3/5/24, I sent $163.92 which converts to ******* naira to my sister in ******* through Worldremit. The transfer was reported as delivered after an unusually long time which is atypical of the application. I thought it was off but did not think much of it. I have sent money through world remit in the past. It usually delivers within minutes to hours but this transaction took almost 24 hours which was unusual.On 3/6/24, I got a message that the fund was delivered to the recipient. The recipient, my sister, however, did not receive the payment. I reached out to the receiving bank in ******* to inquire if they received the money. I was told that they did not because the recipient's bank account was a lower tier account which cannot receive that amount. They asked me to provide a 30-digit session ID so that they could verify if the money was indeed deposited somehow. I reached out to World Remit to report that the money was not received by my recipient and asked them to provide me the 30-digit session ID as requested by the bank. I was told that it would take 24 hours for them to get back to me. My first call to world remit was on 3/8/24. When I got no correspondence or response, I reached out again on 3/11/24. I was told to wait another 24 hours and they will reach out to me with the required information. World Remit never got back to me with the requested session ID or any feedback at all. I only got an email confirming my request and our conversation. I called again on 3/15/24 and spoke to an agent on the phone and another agent via chat. I was asked to give them 24 to 48 hours. I heard nothing from Word Remit. I called again today and was told that they cannot help me at all because they cannot pull up my transaction details due to system issues. They told me to call back in about an hour which I did and was told again that they could not help me. I would like World remit to refund my money because it was never received.

  Business Response

  Date: 03/19/2024

  March 19, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  RE: Consumer Complaint 21432212 - Anuoluwapo Mefful
  
  
  
  This letter is in response to the follow-up complaint filed on March 14, 2024, with the Better Business Bureau by consumer *****************. This complaint was received by us on March 14, 2024. 
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer, or instead of the successful completion of the consumer's money transfer provide a refund in full upon request. 
  
  
  In addition to requesting the Session ID that the customer requested in order to track the funds, WorldRemit contacted our pay-out partner in ******* to find out the real status of the transaction.
  
  We heard back from our partner today, March 19, 2024, and they confirmed that the money transfer with the session ID ****************************** was completed successfully.
  
  
  
  Kindly check the attached file to view the Proof of Payment coming from our partner. 
  
  
  However, if the funds cannot be traced or not received, please inform the receiver to provide an up-to-date bank statement (Month of March) that shows both the debit and credit transactions to assist in our investigation and expedite the resolution.
  
  
  
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

  Customer Answer

  Date: 03/20/2024

  Hello,

  Thank you for your response and actions on this matter so far. In response to World remit's claim of completing the transaction, I reached out to the recipient of the fund transfer who again confirms that the money was not received. I requested her bank statement for the period of March1st, 2024 to today March 20, 2024. It is attached herewith.

  I also provided the recipient's bank, Ecobank ******* with the 30 digit session ID provided by World remit in their response. I was again told that that there was no deposit in the amount sent or on the date sent in that account. 

  I hope that the statement of account provided as requested will be helpful in resolving this issue.

  Thank you.

   

  Anuoluwapo Mefful

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21432212
  
  I am rejecting this response because: I have requested and received the bank statement from my recipient and it did not reflect a payment or deposit of the sent amount on 3/6/24 when I got a message that the money was delivered. I have attached a copy of the bank statement  of my recipient for the entire month of March: March 1st to March 20th 2024.
  
  Sincerely,
  
  Anuoluwapo Mefful

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  RE: Consumer Complaint 21432212 - Anuoluwapo Mefful
  
  
  
  This letter is in response to the follow-up complaint filed on March 14, 2024, with the Better Business Bureau by consumer *****************. This complaint was received by us on March 14, 2024. 
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer, or instead of the successful completion of the consumer's money transfer provide a refund in full upon request. 
  
  
  After we received the document that the consumer shared to us on March 20, 2024, we fhave orwarded it to our pay-out partner in ******* to investigate further. A day after, our pay-out partner updated us that the transaction has been reversed.
  
  
  Since our pay-out partner was unable to complete the transfer, WorldRemit then issued a refund to the consumer in full for their unsuccessful money transfer. This refund was made to the payment method which the consumer used to initially create their money transfer. 
  
  
  The consumer's money transfer was refunded on March 25, 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 March 28, 2024.
  
  
  
  Kindly also see the attached file for the refund letter. 
  
  
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

  Customer Answer

  Date: 03/27/2024

   
  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 received an email from World Remit stating that they found out after their investigation that an error did occur, and that the transfer was not successful. They apologized for the inconvenience and stated that a refund will be made. I got the refund in my account today.

  I am very pleased with the outcome of this case. I appreciate the BBB for the intervention.

  Sincerely,
  
  Anuoluwapo Mefful

• Initial Complaint

  Date:03/10/2024

  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.

  On February 2nd, 2024, A transaction for $1000 to send money to ******* was processed via World Remit using my bank debit card. I immediately requested the transaction to be cancelled because I did not authorize that wire transfer. I was told it would take 5 to 7 business days for the cancellation to process and the funds to be returned. I also filed a dispute with my bank because I did not authorize that particular transaction wherein my bank gave me a temporary credit for $1000. After 1 month World Remit still has not returned my $1000, and my bank reversed the temporary credit that was issued to me. On March 2nd 2024 I called World Remit many times to talk to online agents, and they assured me, the refund would be manually processed, and the funds returned to my account within 3 working days. It's been more than 1 week since my bank refunded the money back to World Remit and WR has still not refunded the funds back into my bank account. After providing the requested information e.g. bank statements, every time I contact World Remit, they put me on lengthily hold time, and then say the relevant team is still investigating, and provide no updates. Still trying to get my money back. Please assist.

  Business Response

  Date: 03/13/2024

  March 13, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  RE: Consumer Complaint 23368347 - *************************
  
  
  
  This letter is in response to the follow-up complaint filed on March 10, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on March 10, 2024.
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to complete their money transfer, however, the consumer filed a dispute with her bank. 
  
  
  Since the consumer filed a dispute with her bank, our chargeback department acknowledged the dispute and investigated to confirm if the transaction was a fraud or not. During the investigation, the bank provided the customer with a refund of $1000 while the investigation was ongoing. 
  
  
  As a result of the dispute, WorldRemit and the consumer's bank confirmed that the transaction was not a fraud and the refund provided by the bank was reversed. 
  
  
  The consumer was then advised by the bank to reach out WorldRemit to chase the refund, after the consumer contacted us, we confirmed from our partner that the transaction had failed in their system and we could proceed with the refund. 
  
  
  WorldRemit then issued a refund to the consumer in full for their unsuccessful money transfer. This refund was made to the payment method which the consumer used to initially create their money transfer. 
  
  
  The consumer's money transfer was refunded on March 12, 2024. 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 March 15, 2024.
  
  
  
  Please see the attached file for the "Proof of Refund" with the reference number that can be used to locate the funds with the bank.
  
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:03/07/2024

  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.

  on February 29, 2024 I sent money to a family member in ******** as I have done many times before. My account was closed, and my money was gone. I try to contact their costumer services the chat agent confirmed it was cancelled and asked me if I needed anything else. I said yes were my refund and they disconnect the chat. This has happened a few times.

  Business Response

  Date: 03/18/2024

  March 18, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  RE: Consumer Complaint 21401093 - *********************************
  
  
  
  This letter is in response to the follow-up complaint filed on March 7, 2024, with the Better Business Bureau by consumer *********************************. This complaint was received by us on March 18, 2024. 
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to complete their money transfer, or instead of the successful completion of the consumer's money transfer provide a refund in full upon request.
  
  
  The consumer's money transfer was under review by our reviews team before we released it for processing. After the review was complete, WorldRemit concluded that the money transfer didn't meet our approval criteria, which resulted in the transfer being canceled as an incomplete transaction. 
  
  
  The money transfer was canceled on March 1, 2024, and the payment that the customer processed should be reversed to his available balance within 3 business days from the day the transfer was canceled. 
  
  
  To explain further, when the transaction was placed, a request for funds was sent to their bank/card issuer. They then reserved the funds for us to collect. We call this a pre-authorization/authorization hold. Please note that this is not an actual charged amount and no funds are taken. When the transaction was canceled, we also canceled the request for funds.
  
  
  It can take up to 3 business days for the funds to be made available again, but some banks/card issuers can take longer. If the money is not back in their account after 3 business days, we advise the consumer to contact the ************************ of their bank/card issuer (usually the number on the back of your card). They will be able to help give you more information including the date when the funds should be available.
  
  
  If the consumer still insists on getting her refund back, we would like to ask for a copy of the consumer's bank statement showing the charge/funds leaving her account.
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit