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:01/09/2025

  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.

  The * World Wallet Account is a multi-currency account managed by ************ I am having issues with funding with The * World Wallet Account.I made two $1,015 funding on 12/8, but only one went through into available fund in the * World Wallet Account, and I got charged twice on my credit cards. I have reached out to the business multiple times through email/chat/support tickets, and I have not heard any responses on the refund.

  Business Response

  Date: 01/13/2025

  Hello, 

  After reviewing the account, the funds were refunded to the original source which is the Master card ending in 0774.  The customer should call their bank and ask them to trace the refund using the *** number which is 82117554363000006288208.  

  Please, let us know if you have any further questions. 

  Kind Regards, 

  ****

  X World Wallet Customer Support

• Initial Complaint

  Date:07/16/2024

  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 opened an XWorldWallet Debit Card last month. I funded it via my Mastercard credit card. When I attempted to use it today I found my card was declined. I also had my employer initiate a direct deposit and have no idea what happened to those funds.I contacted XWorld by chat and phone and was told my account was in good standing and not to worry and to try again later. Shortly there after I got an email from someone named ******** on XWorlds support team stating they had shuttered my account without explanation. Just an apology. Requests for more details have been ignored.They indicated this was the result of my "recent account activity", but refused to tell me what activity was problematic. My only recent account activity was a test deposit by my employer for direct deposit as per the Xworld app, depositing $507.50 via Citi Mastercard, and calling them for help with my account. Which specific action was of conernn?I would be happy to stop doing whatever they didn't like if they would tell me what it was - but they refuse to make any comments or help me rectify the situation.To make matters worse, they have zeroed out my balance but not yet refunded my 500 USD me, or the $7.50 fee they charged to load my account. I also dont yet know what happened to the funds that were sent as direct deposit via ACH.

  Business Response

  Date: 08/06/2024

  Hello,

  Thank you for reaching out to us. 

  Previous emails and account activity were reviewed.  ********s were returned to the originating account.  Due to the card merchant, funds can take 5 to 10 days for the funds to show in your originating account.  This time it takes to return is out of our control.  As far as the fees, can you send us proof that the fees were not refunded?  If so, we will gladly refund the fees associated with the attempted load.  The same applies to the direct deposit.  ******** will be rejected for X World Wallet and will return to the originator.

  As for the closure of the account, we are not comfortable with the activity in the account and does not align with our product standards.  We do appreciate your interest but cannot offer this product to you.  

  Please, let us know how we can assist you any further.  

  Kind Regards, 

  ****

  Customer Answer

  Date: 08/06/2024

  Complaint: 21995031
  
  I am rejecting this response because as of Aug 6, 2024 the funds have not been returned. I am being patient by I reserve the right to file a dispute with mastercard should Rev and XWorldWallet not return my fund.

  Additionally, ** and TX banking laws do not allow my account be to closed in this manner without proper notice. Furthermore, revoking my access to account statements makes it impossible to properly account for funds in the account and/or the points that NY law requires XWorld, RevUSA and **************** to retain access to for 90 days.  XWorld management needs to get in touch and provide more details on the specific reasons for account closure and the the relevant appeal processes. 

  New York Banking Law 9-y: requires banks to provide at least 14 days' advance notice before closing a consumer checking account, I was not even given 1 hour notice, forget 14 days as required by law.

  New York Banking Law 9-y further requires that a closure notice include the specific reason for the account closure. No specific reason was provided.

  New York State Human Rights Law: This law prohibits discrimination in banking services, including account closures, based on protected characteristics such as race, color, national origin, ***, disability, and sexual orientation.  As XWorld and RevUSA are being vague in their reasoning, I dont have a way to confirm that the account closure wasn't based on a protected characteristic.

  Texas Constitution, Article XVI, Section 16 guarantees a right to banking services for individuals and businesses that operate in **. I operate and conduct business in ******  My rights here are being infringed upon.

  
  Regards,
  
  *******************************

  Business Response

  Date: 08/09/2024

  Hi Ilan,

  As of July 15th, 2024, the funds have been returned.  Depending on the merchant, it will only take a maximum of 10 days.  If you do not see the funds in your account, please reach out to Mastercard.  

  We understand that the closure of your account *** not be the answer you were looking for, however, at this time we cannot offer the product to you based on our analyzation of the account.  Furthermore, we cannot provide specific details regarding the closure besides the fact that the decision was based solely that the activity of the account does not fall within the guidelines of our business.  There is no more information we can provide to you. 

  Kind Regards, 

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

   

   

  Customer Answer

  Date: 08/09/2024

  Complaint: 21995031
  
  I am rejecting this response for the following reasons:

  1) **, ** and Federal Law do not allow you to close my account for the vague reasons you have provided.  Please address these points specifically as per the attached letter and my original rejection.  Texas State law provides me a right to banking whether or not you are comfortable.  NY State law requires you to provide access to my points balance and statements for 90 days after account closure, it also further does not allow bank account closures.  Your comfort is not something the law allows as a reason for allowing or disallowing accounts, and leaves me to believe your reasoning for closure may have been related to one or more protected characteristics such as race, religion,  or ethnic origins.  Please provide proof that these are not the reasons the account was closed and comply with your legal obligations. Whether or not I like your response is not relevant, only the law is relevant and the law here does not allow you to take the actions you have taken.

  2) You state that on July 15 you refunded my balance of $500 depot and $7.50 and that I must wait 10 days for them to be returned.  As of Aug 9, 2024 at 4:32pm ET - more than 25 days have passed since July 15th.  This is more than the 10 days you requested I wait, and as of today I have yet to receive a refund. My credit card provider has confirmed this.  Please provide copies of all relevant account statements showing funds deposited and returned as required by law.

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rev runs X world wallet. At first, they failed to notify me that my account is frozen, so I tried paying my credit card bill at citi using the account number provided by X world wallet. The payment failed and I was charged a $29 returned check fee by citi. Later when I called X world wallet, they admitted that there was a restriction on the account, and they told me that it has been lifted and I could go ahead to try again. So I did, but it failed again due to frozen account, causing another $29 returned check fee. I demand a reimbursement for the two fees totalling $58, due to X world wallet's failure in notifying me of the frozen status of my account. I would also like to refund my current balance on my account of $200.45.

  Business Response

  Date: 06/06/2024

  Hello,
  
  Thank you for the information you provided.
  
  We reviewed your account and regarding your transaction attempts made to your Citi card, it appears that the transactions you attempted were processed as check-type transactions, which are not supported by the * World Wallet account. This is why the payments were rejected. Please, see the attachment to this email to see transactions that are not allowed with your * World Wallet account.
  
  As for the fees, given the circumstances and the miscommunication on our part, we have reimbursed you for the $58 due to the failed transactions. We regret any inconvenience this has caused.
   
  As for the remaining funds in the account, they will be returned to the originating source which can take between 5 and 10 business days.

  Kind Regards, 

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

  * World Wallet Customer Support

  Customer Answer

  Date: 06/09/2024

  Complaint: 21800479
  
  I am rejecting this response because:

  Hi! The way that Rev is handling the case is fair. I just have two more clarification questions:

  1. Which account would the refunds go to? Is it the credit card ending in 6032, or the one ending in 2949?

  2. I'm a bit confused by the 'check type' transaction explanation. What are the different types of transactions when it comes to paying a bill (I thought an ACH transfer are only distinguished by push and pull)? I'd like to understand better so I could avoid such troubles in the future

  
  Regards,
  
  ***********************

  Business Response

  Date: 06/24/2024

  Hello,
  
  The funds would return to original card used to initiate the transaction. It can take 5 to 10 business days.  

  As far as bill pay, it is not something offered by this program.  You can use to purchase items or services but not for bill pay.  

  I hope that gives some clarity on the issue.  Thank you for your questions and patience. 

   

  Kind Regards, 

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

  Customer Answer

  Date: 06/25/2024

  Complaint: 21800479
  
  I am rejecting this response because:

  Hi ****,

  i received the refund of 203 back on the card I used to fund the account. However there's a separate ***** refund (for the 58 fee reimbursement) this I never received.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/01/2024

  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.

  After researching, I found the website listed with BBB for Rev USA is actually the * World Wallet website. This website indicates Rev USA is a distributor of the * World Wallet TM program and the Rev * World Wallet Card. On May 1, 2024, I received the attached email from * World Wallet advising my monthly statement is ready. However, I did not open this account. I attempted to contact * World Wallet through the support email address listed on their website. As shown in the attached, this mailbox is not available and the message could not be delivered. I located a customer form on the * World Wallet website which I filled out and submitted advising I did not open this account, requesting the account be immediately closed, and that I be provided confirmation of account closure. I then filed the attached reports with the *** related to * World Wallet and **************** based on the fine print at the bottom of the May 1st email. The address listed in the fine print for ****************************************************************************************************************************************************************, however I did not find this particular location listed on the **************** website. Request BBB engagement to resolve this matter by having Rev USA close this account and provide written verification of closure with Rev USA, * World Wallet, and ****************. Thank you.

  Business Response

  Date: 06/13/2024

  Hi Clarinda, 

  Thank you for contacting us as we understand how alarming it can be for an unauthorized account to be created.  We would like for you to take comfort in knowing that the account has been closed and can no longer be accessed by anyone other than law enforcement.    
  
  For your knowledge, the * World Wallet Card is a reloadable, prepaid debit card. This type of product is intended for individuals who wish to have access to an electronic form of payment and currency exchanges while traveling but would like an alternative to a traditional bank account and the rewards that come with it. 
  
  This card is NOT a credit card. No credit report has been or will be obtained in connection with this card and it does not have any effect on your credit.
  
  If you have not done so already, we strongly encourage you to file an identity theft report online with the ************************ (***) at ******************************. The *** can provide suggestions on how to protect your personal identification information going forward and how to alert other agencies, such as credit bureaus, that your identity information may be compromised.
   
  If you would like to pursue the case and report to authorities, you can contact your local police department and report the incident.  ********** may be able to prosecute the responsible party. 
  
  Should you have any other questions or concerns, please feel free to reach out to us and we'll be glad to assist.
  
  
  Kind Regards,
  *********************
  
  The * World Wallet Team
  
  
  

  Customer Answer

  Date: 06/13/2024

  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.
  
  Regards,
  
  ***************************