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:05/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/05/2024

   

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

  Regards,

   

  *******

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21732203
  
  I am rejecting this response because:
  

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

  Business Response

  Date: 06/18/2024

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

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

  Kind Regards,

  *******

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/26/2024

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

  Regards,

  *******

• Initial Complaint

  Date:05/07/2024

  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.

  Received an email from WorldRemit:"Hello there,Thank you for choosing WorldRemit. Your account details Please use your email address to log in to your account and make note of your customer number below:Email login: ************************* Customer number: ********** "I never opened an account with **********************. This is obviously a fraud.All contact attempts with the company failed. No one picks up at ************* All I want is to close this account ASAP !!!!

  Business Response

  Date: 05/23/2024

  May 23, 2024
  
  Better Business Bureau
  12639 W Explorer *** *** 200
  Boise, ID *****
  
  RE: Consumer Complaint 21679609 - *****************************

  This letter is in response to the follow-up complaint filed on May 7, 2024 with the Better Business Bureau by consumer *****************************. This complaint was received by us on May 18, 2024. 

  We have researched the nature of the complaint, and the customer alleged ********************** of fraud activities and asked to delete the account created under his/her name.

  Thank you for bringing this matter to our attention. At WorldRemit, your security is our top priority, and we deeply value the trust you place in us.

  We understand your concerns about the account in question and want to assure you that we take such matters very seriously. As per your request, we have disabled and deleted the account.

  We apologise for any inconvenience this may have caused and appreciate your understanding. Your peace of mind is important to us, and we are committed to maintaining a secure and trustworthy platform for all our customers.

  If you have any further questions or need additional assistance, please don't hesitate to contact us. We are here to help.

  Thank you for your continued trust in WorldRemit. 

   

  Sincerely,
  
  ******

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service 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 closed my account in 2021. Since 2022 and 2023 i have made several requests under the Privacy Act/Data Protection Act all my account transaction history. I have not received any response to date. I am unable to access the account to obtain account transaction history required under the law for Audit and compliance purpose. I have been calling their customer service (have call recordings) which would not connect to an agent unless there is an active transfer or case. I have sent numerous emails including to their Data Protection email, to which i receive automatic response advising me to go to their website "Contact Us" which then does not have any way to contact WorldRemit. Basically after being a loyal customer for 7+ years, i do not even have access to my own account transaction history. Access to my own information is protected under the law but you cannot enforce the law with WorldRemit as there is no way to contact these people. WorldRemit is in breach of multiple Privacy laws and I am asking someone to reach out to me by email releasing my personal financial information.

  Business Response

  Date: 05/22/2024

  May 22, 2024
  
  
  Better Business Bureau
  ************************ 200
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 23716194 - Md Mhamud Un *********
  
  
  This letter is in response to the follow-up complaint filed on April 30, 2024, with the Better Business Bureau by consumer ********* Un Nabi ****. This complaint was received by us on May 22, 2024. 
  
  
  We apologize if we weren't able to respond to this complaint on the specified date, this is because we never received any notification about this complaint, this complaint was only received by us today May 22, 2024. 
  
  
  We would like to make you aware that the customer used our service from ***********. This means that the customer's contract is with our New Zealand entity. Mr. Md Mhamud Un Nabi **** is subject to the terms and conditions set in *********** and as such is not subject to the regulations set by The United States of America.  
  
  
  However, we have already contacted the customer separately to address the complaint. 
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:04/29/2024

  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.

  Sent a transfer on 5/27/2024 for $557.14. Usually, its available with 10 minutes and it wasnt so I canceled it. I was told I would receive a refund email confirming the Cancellation within 24 hours. I have received nothing from them and it has not been canceled or returned. They have no email address that is checked and there is no chat option. Their phone waiting is Extensively long. The money needs to be returned to me.

  Business Response

  Date: 05/22/2024

  May 22, 2024
  
  
  Better Business Bureau
  ************************ 200
  Boise, ID *****
  
  
  
  
  RE: Consumer Complaint 21643556  - *******************
  
  
  This letter is in response to the follow-up complaint filed on May 3, 2024, with the Better Business Bureau by consumer *******************. This complaint was received by us on May 22, 2024. 
  
  
  We apologize for any delay in addressing this complaint by the specified date. This is because we did not receive any notification regarding this complaint until today, May 22, 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.
  
  
  
  Due to the delay in completing the transaction, the customer contacted us and requested to cancel the transaction and get a full refund. Since WorldRemit is unable to proceed with the cancellation without confirmation from our pay-out partner in *********, we notified and contacted our partner to cancel and reject the transaction from their system. 
  
  
  Our partner responded and confirmed that the transaction had been rejected successfully from their system, WorldRemit then attempted to complete the cancellation, however, due to a technical glitch there was a delay in completing the refund. 
  
  
  The consumer's money transfer was refunded on May 13, 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 May 16, 2024.
  
  
  
  Kindly see the attached file for the proof of refund. 
  
  
  
  Should the consumer have further questions regarding this matter, they may contact our *************************** at ************************************************************ **************.
  
  
  Sincerely,
  
  
  *******************
  
  
  Complaints Analyst
  
  
  WorldRemit

• Initial Complaint

  Date:04/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Sehr geehrte Damen und Herren,am 23.04.2024 habe ich aus Versehen eine berweisung fr World Remit gettigt.Verwendungszweck :********** WorldRemit *********************** AB Emphnger IBAN .DE07 2022 0800 0000 0227 Ich bitte Sie hflich um Rckerstattung meiner geleisteten Zahlung.Dieses mein Problem habe ich am 25.04.2024 Ihrem CHAT gemeldet;als Antwort bekam ich ,man sei zur Zeit sehr beansprucht man meldet sich wieder. Das wars.Fr Ihre Bemhungen und Verstndnis mchte ich mich im voraus bedanken.Mit freundlichen **********************

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 $309USD 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. They answered calls and transfer numerous times. They asked my ID and the relationship between the receiver.Refund never be refunded since 1/25/2024

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 transaction sending $500 to a family in ******* on world remit app on 4/9/2024. As opposed to the information on thier app which says the money gets there in minutes, I got an email sayin my transaction has been forwarded for further review. The transaction was not processed and was pending for 4 days. I then cancelled the transaction on 4/12/2024 and have since not received my refund till date. All calls to their customer service has proved abortive and I have been consistently told it would take 7 working days to receive my refund. It has now passed more than 7 working days and money has not been returned. Transaction number- ********* Case number for the cancellation- ********.

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Remittance money didnt reach to my recipient bank account

• Initial Complaint

  Date:04/17/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 took 800$ out of my bank account on 2/22/24. I have no idea what this place is. They tried getting two 800$ payments but I only had enough for one! I tried disputing it with my bank but they said they can't because whatever this place is had proof that a account was set up in my name and bank Info, which is FALSE! Why would I try to send more money then what I had in my account? Why would I send all my money when I have bills to pay and kids to care for? I have never ever sent money international! Thus transaction should have been stopped immediately but some reason wasn't! I want my money back!!!