Complaints

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

• Initial Complaint

  Date:03/04/2024

  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 had never heard of this company , 1200 dollars was taken from my bank account without my knowledge. It was fraud .

  Business Response

  Date: 03/06/2024

  March 6, 2024

  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *****************************

  This letter is in response to the complaint filed on March 5, 2024, with the Better Business Bureau by *****************************. This complaint was received by us on March 5, 2024.

  We have researched the nature of the complaint. The consumer has alleged that WorldRemit debited $1200 without their permission or knowledge and has sought a refund as soon as possible.

  Upon our initial investigation, WorldRemit has not been able to identify the transactions in question based on the information provided by the consumer in their complaint. It appears that the consumer has been the victim of identity theft as these charges appear to have been made fraudulently by a third party using the consumer's payment card and/or bank account information.

  We encourage the consumer to contact their back and/or credit/debit card issuer in order to seek reimbursement for these unauthorized charges. Alternatively, the consumer may also reach out to our Fraud team via email at ******************************** and provide the following information.

  1) First six and last four digits of the payment card charged

  2) Type of card which was charged(Visa, MasterCard, etc.)

  3) The exact amounts the consumer was charged

  4) The exact dates the charges occured

  Thank you and please let us know if you have any further questions.

  Sincerely,

  Lizter

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21385716
  
  I am rejecting this response because: Being able to have  ability to use a card or an  account not owned by that person should not be possible, this is neglect on part of the company to do diligent checks of ownership of fore mentioned items. If company can not provide due care in lowing such use, they the company must be held liable for any damages and or losses do to their neglect.

  Simply saying it must have been ID theft does not absolve them of responsibility in these incidents,  as such they should be responsible for refunding any and all monies lost , as this response does not help the effected person or clear any costs or losses incurred by such persons.

  As this company has an F rating through BBB , also have 100s of complaints the business license should be removed and ability to conduct business in ************************ should be removed as they aid in the ability of fraudsters to steal monies from others.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/01/2024

  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.

  They charged my account and diabled my worldremit account. Not refunding or replying to my questions.Transaction ID: ********* amount 5500 pounds unaurthized charge

  Business Response

  Date: 03/02/2024

  March 2, 2024
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - *******************************

  
  We would like to make you aware that the customer used our service from the **************. This means that the customer's contract is with our ************** entity. ************** is subject to the terms and conditions set in the ************** and as such is subject to the regulation of the Financial Conduct Authority.
  
  If **************  still wishes to proceed with a complaint, she can refer to the *************************** (www.financial-ombudsman.org.uk) free of charge, but she must do so within six months from the date of this letter. Alternately, we will be contacting the customer to discuss further her complaint.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:03/01/2024

  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.

  There is an $800 charge to World Remit Corp in ********** that I did not authorize.

  Business Response

  Date: 03/04/2024

  March 4, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  RE: Consumer Complaint 21369801 - *****************************
  
  
  
  This letter is in response to the follow-up complaint filed on March 1, 2024, with the Better Business Bureau by consumer *****************************. This complaint was received by us on March 1, 2024.
  
  
  We have researched the nature of this complaint, however, unfortunately, we didn't find any account related to the details the consumer has provided in the complaint. 
  
  
  For us to speed up the investigation of your complaint, kindly provide the following information:
  
  
  Payment Date:
  Individual Transaction Amount:
  Card Issuing Country:
  First 6 and Last 4 digit of card:
  Type of Card:
  Card Holders Name:
  Email Address:
  Short narrative of the issue:
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:02/29/2024

  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.

  Transfer attempted to be made to ************************ ********* on 2/24/24. Funds never arrived. Text chatted with supper . Was assured refund. Refund has not arrived.

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ************************

  This letter is in response to the follow-up complaint filed on February 29, 2023 with the Better Business Bureau by consumer ************************. This complaint was received by us on March 16,2024. 

  We have researched the nature of the complaint, and the customer alleged that ********************** did not process his reversal or refund as promised. 

  The transaction ********* was created on February 25, 2024, and was under review by the payout partner. The customer requested the cancellation on February 25, 2024. Hence, we have requested the cancellation of our partner and received confirmation on February 28th. A full cancellation was made the following day.
  
  The transaction ********* was created on February 24, 2024, according to our system. The transaction was affected by an unforeseen technical issue and was confirmed to have been refunded by our reconciliation team on March 4, 2024, and should be available on the customer's balance within seven working days from the said date.

  Please see the attached files for the proof of refund for both of the transactions, which the customer can share with their bank to trace the refund.

  If the customer needs further assistance, please let the customer contact us by phone, and we'll provide immediate assistance.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:02/29/2024

  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.

  World Remit, I sent $100 USD to family overseas. They canceled my transaction then closedmy account and kept the money and I can't reach anyone on the phone. They cancelled transaction, closed account, kept money. Transaction *********

  Business Response

  Date: 03/03/2024

  March 3, 2024
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ********************************

  This letter is in response to the follow-up complaint filed on February 29, 2023 with the Better Business Bureau by consumer ********************************. This complaint was received by us on February 29, 2023
  
  We have researched the nature of the complaint, and the customer alleged to ********************** that we closed the account, cancelled the transaction, stole his money, and did not answer his calls.
  
  The transaction ********* was created on February 29, 2024, and underwent reviews. As a regulated online money transfer company, WorldRemit and our partners are required to Know Our Customer and conduct customer due diligence by verifying our customer's identity, understanding the nature of the transfer that they have made, and our review team concluding that the transfer does not meet our approval criteria. Hence, doing the rightful thing, we have disabled the account and cancelled the transaction.
  
  Since the transaction did not pass, the payment for this was not successfully taken by WorldRemit. Which means the funds are still with the consumer's bank account as a pre-authorised charge and should be available on his account within three working days.
  We can see that the customer contacted us on the same day that the transaction was created and after it was cancelled. He was well made aware by our representative of the reason for the cancellation and provided the time frame when the funds should be available on his account.
  
  If the customer needs further assistance, please let the customer contact us by phone, and we'll provide assistance.

  Sincerely,
  ******

• Initial Complaint

  Date:02/25/2024

  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.

  Transaction failed and stuck in progress with no update or contact from the company. Requesting a cancel/refund and no longer wish to complete the transaction with this company.

  Business Response

  Date: 03/04/2024

  March 4, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  
  RE: Consumer Complaint ******** - *************************
  
  
  This letter is in response to the follow-up complaint filed on February 25, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on February 29, 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. 
  
  
  The refund associated with the consumer's unsuccessful money transfer was delayed due to operational issues experienced with WorldRemit's payout partner located in *******. 
  
  
  Since our pay-out partner was unable to complete the transfer, WorldRemit was notified and canceled all affected transactions. 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. As the consumer's money transfer was refunded on February 27, 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 1, 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:02/23/2024

  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 September 29th, 2023, I attempted to send money to Family members through World Remit. money was not paid i requested transaction to be cancelled, called talk to online agents, assured me, refund will be processed. This is almost 6 months transaction still showing they are still working of cancelling transaction. when i click to get transaction ID it gives me message something is wrong. Tried to get assistance to get money back to no avail

  Business Response

  Date: 02/28/2024

  February 28, 2024
  
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  
  
  
  
  RE: Consumer Complaint ******** - **************
  
  
  This letter is in response to the follow-up complaint filed on February 23, 2024, with the Better Business Bureau by consumer **************. This complaint was received by us on February 23, 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. The consumer follow-up their complaint that they have still not been refunded for their unsuccessful money transfer and have requested a refund in full. 
  
  
  The refund associated with the consumer's unsuccessful money transfer was delayed due to operational issues experienced with WorldRemit's payout partner located in *****. 
  
  
  Since WorldRemit hasn't received any update from our pay-out partner regarding the status of the transaction, WorldRemit decided to proceed with a manual refund rather than waiting for the status confirmation from our pay-out partner. WorldRemit manually refunded 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. As the consumer's money transfer was manually refunded on February 24, 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 January 19, 2024.
  
  
  Here is also the Acquirer's Reference Number (ARN): 74493984055700768319207 which the consumer can use to trace the refund with their bank. 
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,

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

  
  Complaints Analyst

  
  WorldRemit

  Customer Answer

  Date: 03/06/2024

   The issue was resolved successfully. Thank you for your assistance. 

• Initial Complaint

  Date:02/21/2024

  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 money to a family member in ******* to help with tuition so I used worldremit. I sent the money and was notified two days later that it had been delivered so I thought everything was okay and notified ************** he said the money still has been sent I said its okay it might take a couple hours to appear in your account one day passed I contacted customer support after it being clearly stated as delivered to my surprise they needed more information and the money was held up at a third party partner two weeks pass and they started asking for the same information and bank statements all over again when I already sent that information. I couldnt be patient anymore and started demanding my money only or the payment to be delivered as it supposedly said it has been, this is completely misleading information on their end and they held my money hostage and couldnt let me do a refund even and kept taking me in circles and still are until today please help!

  Business Response

  Date: 03/02/2024

  March 2, 2024
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  RE: Consumer Complaint ******** - ***************************

  We would like to make you aware that the customer used our service from the **************. This means that the customer's contract is with our ************** entity. ****************** is subject to the terms and conditions set in the ************** and as such is subject to the regulation of the Financial Conduct Authority.
  
  If Mr. ************;still wishes to proceed with a complaint, he can refer to the *************************** (www.financial-ombudsman.org.uk) free of charge, but he must do so within six months from the date of this letter. Alternately, we will be contacting the customer to discuss further his complaint.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:02/12/2024

  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.

  My account was hacked and someone sent themselves money in *******. I do not know anyone in *******. I tried reporting it, and no one seemed to care or want to help me. They said to call their fraud department, which I did. After being on hold for 2 hours I discontinued the call and messaged them again asking them to close my account, and my account is still open and active as I write this. It's extremely frustrating and unprofessional how they handled someone stealing over $1,000 from me. This needs to be resolved immediately.

  Business Response

  Date: 02/15/2024

  This letter is in response to Ms. **************** Better Business Bureau complaint filed on February 12, 2024. 
  
  We investigated the nature of this complaint and identified that it is related to the bank account transfer ********* to ******* created on February 11th, which had a settlement processing time of minutes. We have confirmed that the transaction in question was marked as paid shortly after its creation date. Unfortunately, due to the timing and nature of the transaction, we are unable to cancel or process a refund through our standard procedures.
  
  Please be informed that we have deactivated the account to prevent unauthorized transfers, and we are now escalating this issue to our fraud team for their assistance. They will conduct a thorough investigation of the transaction and implement the necessary measures to resolve any fraudulent activities.
  
  Additionally, we encourage the customer to report this to their bank and directly contact our fraud team at ******************************** for further assistance and clarification regarding their concerns.
  
  Should you require any further information or assistance, please feel free to contact us.
  
  
  Kind regards,
  
  *******
  
  

   

   

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21282099
  
  I am rejecting this response because: my account was used for fraudulent activity and you are telling me there is basically nothing you can do. That is not a feasible answer when so much money has been stolen. What happens if my bank will not help me? I would hope you can reverse any charges as easily as you could deposit them, as I clearly did not send money to anyone in ******* myself. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/05/2024

  Please find attached a copy of the email communication sent to the cardholder on February 21st, 2024, regarding the dispute raised for transaction ID *********.

  As per our investigation and acceptance of liability, we've acknowledged the loss and the customer should have already been refunded by their bank.
  
  For security reasons, the account in question will remain closed, and a data deletion request is currently in progress.

  Should you require any further information or documentation regarding this matter, please do not hesitate to contact us.

   

  Regards,

  *******

   

   

• Initial Complaint

  Date:02/05/2024

  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 December 15th, 2023 I sent USD ****** through World Remit to a *************** account in ******** where I've sent money several times previously. The money never made it to the receiver and since then I've received numerous messages stating the following: "Heres the latest update on your recent transfer ********* to ********. Sorry for the wait! We need a bit more time to process your transfer... Please allow us some more time to resolve things. Well keep you posted on new updates in your transfer...Well provide you with an update within the next 6 hours." Today is Feb 15th and the money is nowhere to be found. I contacted World Remit several times and they stated that there is a technical issue with Davivienda and that I have to keep waiting until they solve it. They said they couldn't cancel the transaction even though I've requested cancelation several times. I this point I don't know what else to do to recover my money.

  Business Response

  Date: 02/14/2024

  February 14, ****
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  This letter is in response to the complaint filed on 2/5/**** with the Better Business Bureau by ***************************. This complaint was received by us on 2/6/****.
  
  We wanted to provide you with an update regarding the customer complaint concerning transaction *********, where the customer has been seeking a refund.
  
  Upon thorough research into the matter, we identified that the delay in the transaction was attributed to a technical issue experienced by our local partner. In light of this situation, we have taken immediate steps to resolve the matter.
  
  To expedite the process, we opted for manual cancellation, and on February 6, ****, we initiated the refund. This should ensure that the customer receives the funds within 3 working days.
  
  We can confirm that the refund of this transaction to the customer's bank account is successful. 
  
  ***: 74493984038700460010312
  
  The customer can 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 and tell where the refund is - from our experience, this should resolve the issue.
  
  We understand the importance of a timely resolution and sincerely apologize for any inconvenience caused. If the customer have any further questions or concerns, please feel free to reach out to us.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 02/14/2024

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