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:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/18/2024

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

   

  Jowe

• Initial Complaint

  Date:08/02/2024

  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.

  Cannot update phone number from ************ to new number and cannot log back into account. Failure to have option to be transferred to customer service via automated service.Company provided this link which caused the run-around, and this is why they have an F rating.Why put me though that and you know you your automated service hangs up with limited options?

  Business Response

  Date: 08/07/2024

  August 8, 2024
  
  Better Business Bureau
  ****************************
  Boise, ID *****
  
  RE: Consumer Complaint ******** - *************************
  This letter is in response to the follow-up complaint filed on August 2, 2024 with the Better Business Bureau by consumer *************************. This complaint was received by us on August 3, 2024. 
  We have researched the nature of the complaint. The customer has alleged that ********************** has limited options for the automated system and keeps disconnecting him.

  Only when the customer enters a transaction number will the automated system be able to route them to a specialist.
  
  We have explained the matter to the customer and updated the phone number he wanted. Initially, the customer was not able to update his phone number to the desired number since it was associated with another account. 

  Please accept our sincere apologies for any inconvenience that this has caused, as this is not the right experience we wanted the customer to have.

  
  Sincerely,
  
  ******

  Customer Answer

  Date: 08/07/2024

   
  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 also gave the business a suggestion for consumers to contact customer service and also have at least an email.
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my transfer with World Remit on 7/17. It's been over two weeks, and my transaction continues to be "in progress". I have called and messaged several times, and no explanation has been provided as to why this is taking too long and when it will be resolved. I asked for a refund, and they said it would be received in 3 business days; this is the 4th0 and nothing. I have never received any of the promised emails, and it feels like I have been scammed out of my money. My family member in need is still waiting for this to be cleared up. This was supposed to take an hour.

  Business Response

  Date: 08/07/2024

  This letter is in response to *************************************** Better Business Bureau complaint filed on July 31, 2024.
  
  The complaint pertains to a bank transfer to Nigeria transaction ********* initiated on July 18th, 2024.
  
  Following a thorough investigation, we identified that intermittent internal technical issues impacted the processing speed of some transactions, including ******************. While we aimed for the usual quick settlement time, this technical glitch caused delays for certain transfers.
  
  We escalated the matter to our local partner who confirmed the transaction was not completed due to technical issues so we attempted to cancel the transaction on our end, but another internal issue caused some cancellations to be rejected. To rectify the situation, we processed a manual refund on August 5th, 2024, to the original payment method used for the transaction. ************** can disregard any status messages indicating "failed" or "urgent action required." 
  
  Additionally, a proof of refund has been attached for reference, with a standard settlement time of three business days.
  
  We sincerely apologize for the frustration and inconvenience caused by these unforeseen technical issues. Our technical team is actively working to prevent similar occurrences in the future. While unforeseen technical issues can arise, as outlined in our Terms and Conditions (**************************************************************************), we remain committed to providing excellent service and value ****************** business.
  
  Should you require any further information or ************** has any questions, please don't hesitate to contact us.
  
  

  Kind regards,

  *******

• Initial Complaint

  Date:07/29/2024

  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 made a transfer of $435 on 7/19/24 under transaction #********* and to date the receiver has not received it nor was it refunded back to me. I have a case #******** as I have contacted WorldRemit several times. They tell me theres an issue with local partner in ******* but have not offered any resolution to my missing money. I received one email from them on 7/23/24 but nothing since.

  Customer Answer

  Date: 08/02/2024

  I have just received a refund from them and I am satisfied with the result. 

• Initial Complaint

  Date:07/26/2024

  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 07/18/2024 I attempted to send USD $684.11 to my girlfriend's bank account in the ***********. The transaction got stuck on the "Local Processor" state. I chatted with customer service on several occasions and was promised they were looking into and that they emailed the Local Processor. I was also promised that I would be updated on the progress. I never received a single update from WorldRemit. On 7/20/2024 I contacted them again and was promised that the transaction was being cancelled and that I would have an update within 48 hours. No update. I contacted them today, 7/26/2024 and the representative did not seem to know about the cancelation. The representative promised to escalate but again offered no real assistance. As of now I have not received a single update from WorldRemit and the money has not been returned to my account.

  Business Response

  Date: 08/01/2024

  This letter is in response to the complaint filed on July 26, 2024, with the Better Business Bureau by ***** ***********************. This complaint was received by us on July 27, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** had not delivered or completed the transaction he initiated, and due to this he requested that the transaction be canceled but he hasn't received the refund as of yet.
  
  We learned that the customer created a transaction on July 17, 2024, with the reference number *********. The customer contacted us the following day, to chase his transaction as he found out that the transaction was still in processing.
  
  We proceeded to contact our local partner to confirm the status of the transaction, however, while the investigation was still ongoing, the customer requested that the transaction be canceled on July 20, 2024.
  
  After receiving such a request, we asked our local partner to reject the transaction and return the funds in order for WorldRemit to issue a refund to the customer. Our local partner was able to reject the transaction the same day we requested it, however, WorldRemit experienced an unforeseen cancellation issue which led to the delay of the refund.
  
  We can affirm that the transaction was canceled and the refund was processed on July 31, 2024, with an *** number ***********************, this means that the refund should be reflected in the customer's account within 2-3 working days.
  
  Please accept our sincere apologies for any inconvenience that this has caused as the cancellation issue was unforeseen and we have no intention of delaying the customer's reimbursement. The *** number serves as confirmation that the refund has been processed, and the customer may submit this reference to his bank if the refunded amount has not been reflected in his account after 3 working days.
  
  Thank you and please let us know if you have any questions.

   

  Regards,

  ******

• Initial Complaint

  Date:07/26/2024

  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 have sent money for transfer to my family in ****** since July 21/2024 and paid all fees require from Worldremit. normally the money suppose to be fransfer in a minute as them site said but since there my family did not receive the money and no one is telling me where is my money either refund me....... more them 3 time now i"m contacting customer service and others still don't have any update or good result.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  
  Better Business Bureau
  ****************************
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 22048316  -  ****************************
  
  
  This letter is in response to the follow-up complaint filed on July 26, 2024, with the Better Business Bureau by consumer ****************************. This complaint was received by us on July 26, 2024.
  
  
  We have researched the nature of this complaint. The consumer alleged their initial complaint that WorldRemit failed to successfully complete their money transfer as originally requested, or alternatively, failed to issue a full refund upon the customer's request instead of completing the transfer successfully.
  
  
  
  After a thorough investigation, we found that your transaction 203133361 was indeed impacted by a technical glitch, which resulted in the delay and failure to complete the transfer. 
  We have worked diligently with our payout partner to resolve this issue. As requested, we confirmed the status and arranged for the cancellation of your transaction. Transaction 203133361 was canceled on July 31, 2024,
  We are now in the process of issuing your refund. You should receive it within 24 - 72 working hours, we also attached a copy of our proof of refund for your reference. 
  We understand how frustrating this experience has been and appreciate your patience as we worked to resolve it. Should the you have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  
  
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:07/23/2024

  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 July 1, 2024, I sent a money transfer of $****** dollars to my family in *********. The transfer never happened. I requested to cancel since this was unusual. I asked what happened and I was told that their local partner lost the transaction. I then asked to cancel and asked for a refund. I have been in text communication with their agents on several occasions and continue to get the same answer, that the cancelation was processed and I would receive my money in 3 business days. I was told this at least 4 times since the beginning of July. It's now been 23 days since the original transfer date and I still haven't received my $ ****** dollars.

  Business Response

  Date: 07/27/2024

  July 27, 2024
  
  Better Business Bureau
  ********************************************
  *****, ID *****
  
  RE: Consumer Complaint 22033876 - *****************************************
  
  This letter is in response to the complaint filed on July 23, 2024, with the Better Business Bureau by *****************************************. This complaint was received by us on July 24, 2024.
  
  We have researched the nature of the complaint. The customer has alleged that ********************** had not delivered or completed the transaction he initiated, and due to this he requested that the transaction be canceled but he hasn't received the refund as of yet.
  
  We learned that the customer created a transaction on July 2, 2024, with the reference number *********. The customer contacted us on July 5, 2024, to chase his transaction as he found out that the transaction was still in processing.
  
  We proceeded to contact our local partner to confirm the status of the transaction, however, while the investigation was still ongoing, the customer requested that the transaction be canceled on July 7, 2024.
  
  After receiving such a request, we asked our local partner to reject the transaction and return the funds in order for WorldRemit to issue a refund to the customer. Our local partner was able to reject the transaction the same day we requested it, however, WorldRemit experienced an unforeseen cancellation issue which led to the delay of the refund.
  
  We can affirm that the transaction was canceled and the refund was processed on July 26, 2024, with an ARN number ***********************, this means that the refund should be reflected in the customer's account within 2-3 working days.
  
  Please accept our sincere apologies for any inconvenience that this has caused as the cancellation issue was unforeseen and we have no intention of delaying the customer's reimbursement. The ARN number serves as confirmation that the refund has been processed, and the customer may submit this reference to his bank if the refunded amount has not been reflected in his account after 3 working days.
  
  Thank you and please let us know if you have any questions.
  
  Sincerely,
  
  Lizter

  Customer Answer

  Date: 07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:07/23/2024

  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 5/18/24 I paid World remit $300 plus transfer fees to my brother *********************** in *******. But later, I did cancell the transaction and requested refund. However up to the present moment World remit has failed to refund my money. All my efforts to speak to a person has so far failed. Please help me recover my money!

  Business Response

  Date: 07/31/2024

  This letter is in response to ************ Sumo ******** Better Business Bureau complaint filed on July 23, 2024. 
  
  The complaint concerns a cash pick up transaction to Senegal, transaction *********, initiated on May 18th. Our records indicate that the transaction was successfully processed and made available for pickup on May 18th. Subsequently, **************** requested a cancellation on the same day, and the transaction was marked as cancelled and refunded. The refund amounting to $302.99 was processed within three working days, as per our standard procedures. We have attached a proof of refund for your reference.
  
  To further investigate ******************** claim of non-receipt of the refund, we kindly request that he provide a bank statement detailing account activity on and after May 18th. This documentation will assist us in verifying the refund status.
  
  We also believe there may be a misunderstanding regarding another transaction *********, amounting to $300.00 which appears to have been incorrectly disputed by ****************. This transaction was successfully completed, and the funds were collected by the intended recipient. We respectfully request that **************** withdraws the chargeback as it appears to be in error and this will allow us to reactivate his account, which was temporarily disabled due to the chargeback.
  
  Please dont hesitate to contact us if you require further information.
  
  

  Kind regards,

  *******

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22030564
  
  I am rejecting this response because: as per my bank record, which I obtained from my bank, for the entire month of May, there is no indication  that Worldrimit, refunded my money as it claimed.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/07/2024

  Thank you for providing the customer's bank statement for the month of May.
  
  Upon careful review of the provided bank statement, we have determined that the payment of ****** USD for transaction ********* does not appear on the customer's account activity. This indicates that the funds were not debited from the customer's account, and therefore, no refund was showing despite the fact that we have cancelled and refunded this on our end.
  
  We believe there may be an error in the customer's records so we recommend that the customer contact their bank to investigate the matter further.
  
  We appreciate your assistance in this matter and remain open to further inquiries.

  Kind regards,

  *******

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22030564
  
  I am rejecting this response because: First of all, before I proceed, I wish to make a correction on the disputed amount. Even though I indicated that the amount was $300 plus the transfer fee, the actual amount was $360 which was indeed debited from my account on 5/19/24. With that said World remit has so far failed to provide any documentation to prove its claim that they have in fact refunded the money under dispute in to my account. In view of the above I challenge World remit to provide evidence of refund.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2024

  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 sent a transfer for 300 on June 27th using Worldremit. The transfer failed because I made a mistake writing the name of the receiver exactly as it is in her bank account. I reached out to customer service in July 2nd and July 5th to ask them to please refund me if the transaction was invalid. They said they had to contact the local bank because they had retained the funds. I contacted them again in July 13th and they said they were still waiting for the local bank to refund the money. I waited for 9 more days and I still havent received the funds back in my account. Today July 22nd, I contacted them again and they said they had to manually process the refund and that they will let me know by email when the process is completed. I really hope they return the money as soon as possible.

  Business Response

  Date: 07/25/2024

  This letter is in response to **************** ngel *********************** Better Business Bureau complaint filed on July 22, 2024. 
  
  The complaint concerns a bank transfer to ********, transaction *********, initiated on June 27th. Our system indicates that it was processed and sent to our local partner, but the transaction did not go through due to incorrect details (name mismatch). It also appears that ************ requested a cancellation online on the same day, and the transaction should have been automatically cancelled and refunded. However, an intermittent internal cancellation issue caused some cancellations to be rejected rather than completed. To rectify this situation, we processed a manual refund on July 23rd to the payment method used for this transaction so please disregard any messages indicating "failed" or "urgent action required" status.
  
  We have also attached a proof of refund for your reference. Please note that the standard settlement time for refunds is seven working days.
  
  We sincerely apologize for the frustration and inconvenience this unforeseen technical issue caused. Our technical team is already working to resolve this problem to prevent similar occurrences in the future.
  
  While unforeseen technical issues can arise, as outlined in our Terms and Conditions (***********************************************************************), we value your business and strive to provide excellent service. As a token of our apology, please use the following voucher code on your next transaction with us. To apply your discount, insert the promotion code on the payments page and click 'apply' for it to take effect.
  
  Voucher code: CSCVZTU69KU
  Amount: 10 EUR
  Expiry: 25/10/2024
  
  Should you have any questions please do not hesitate to contact us back.

   

  Kind regards,

  *******

• Initial Complaint

  Date:07/22/2024

  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 transferred $300 to ***** to be used to resolve an urgent issue. After 3 days the money was not received and when I reached out to WorldRemit, they told me they are working on it. The money was still not received after, so I canceled the transaction. I know after the cancellation, my money will be refunded but it wasn't. It's been more than a month now and the money is still not refunded. I have reached out to world remit on many occasions but the same story, they are working on it.I have to loan money to be used to resolve the issue. I will be glad if you can help me get my refund.Thank you

  Business Response

  Date: 07/28/2024

  This letter is in response to ******************************* Better Business Bureau complaint filed on July 22, 2024.
  
  We investigated the nature of this complaint and identified that it is related to the mobile money transfer ********* to *****, created on June 8th, which had a settlement processing time of minutes. We made every effort to complete the transaction as quickly as possible; however, we were advised that our local partner encountered intermittent technical issues, causing some transfers to be held up for an extended period while others were paid within the settlement time.
  
  We escalated the matter to our local partner and received their confirmation that the transaction failed due to the said technical issues. We attempted to cancel this on our end, but an internal issue caused some cancellations to be rejected rather than completed. To rectify the situation, we processed a manual refund on July 23rd to the payment method used for this transaction. **************** can disregard any messages indicating "failed" or "urgent action required" status.
  
  We have also attached a proof of refund for your reference. Please note that the standard settlement time for refunds is three working days.
  
  We sincerely apologize for the frustration and inconvenience this unforeseen technical issue caused. Our technical team is already working to resolve this problem to prevent similar occurrences in the future.
  
  While unforeseen technical issues can arise, as outlined in our Terms and Conditions (**************************************************************************), we value your business and strive to provide excellent service. As a token of our apology, please use the following voucher code on your next transaction with us. To apply your discount, insert the promotion code on the payments page and click 'apply' for it to take effect.
  
  Voucher code: CSH6HVSJ2LZ
  Amount: 50 USD
  Expiry: 26/10/2024
  
  Should you have any questions please do not hesitate to contact us back.

   

  Kind regards,

  *******