Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent funds home over a month ago. The app says delivered but my recipient never got the money. I called WorldRemit and after waiting an hour on the phone , I was told it’s an on going issue and it should be resolved soon. I waited and waited but nothing. Your agents keeps hanging up the call cause they don’t know what to do. At this point, I need my funds refunded and my account deleted. I have used WorldRemit for over 6 years and to be treated in such regard says a lot about your company.

  Business response

  13/09/2023

  
  RE: Consumer Complaint ******** - ******* ****
  
  This letter is in response to the complaint filed on September 11, 2023 with the Better Business Bureau by ******* ****. This complaint was received by us on September 13, 2023.
  
  We have researched the nature of this complaint. The customer claimed that despite the transaction having been completed. WorldRemit was unable to fulfill or deliver the funds to the receiver's account.
  
  We have identified that the customer initiated a transaction on August 17, 2023, via bank deposit going to ******* with a reference of *********, and was completed on the same day. We discovered that the aforementioned transaction was impacted by an operational issue that our local partner was having. We decided to manually process the refund as a result, and the funds should be in the customer's account in 2-3 working days, or up to 7 working days, depending on the bank.
  
  Additionally, should the customer proceed with his other request to have his account deleted? We encourage the customer to send an email or request to our Data Privacy team at ***********@worldremit.com.
  
  Sincerely,
  
  ******

• Initial Complaint

  21/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I use a prepaid credit card for online transactions. After one purchase(which i believe was the leak of the credit card details) quite a few transactions showed as money transfers initiated in Brussels, where i do not live nor have ever been. Attempts to contact WorldRemit are virtually impossible as the phone number given only puts you through if you have a CASE number which you can only get from the website (apparently), yet there is nowhere on the website that allows you to submit a compliant for review to get a case number. Basically it is a shell game. *** ** **** ******* ** ******* As it currently stands I am out $189.18 and have to cancel this card(which i cannot do until this debt is settled) and get a new one.

  Business response

  16/12/2022

  It appears that Mr. ******** was a victim of fraud. We tried to locate if he has an account with WorldRemit Canada or an account created under his name(registered in Canada) unfortunately, we don't see one. We have seen a few accounts with a similar name however it is registered in the US, Australia, Sweden and Germany. We may need to further investigate and in order to do this, we need the following details below.
  
  Date of charge(s):
  Amount of charge(s):
  Bank name:
  Account name:
  Card number(last 4 digits):
  Card type:
  
  Alternatively, Mr. ******** can also reach out to his bank to report this incident as Fraud and his bank should be able to take action accordingly.
  
   

  Customer response

  19/12/2022

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

  As to the request made by WorldRemit, here is the information.

  1 - Dates of charges and amounts are as follows:

  November 3rd - 2 charges , $7.59 and $19.26.

  November 5th - 5 charges , $6.11, $10.48 x 3, and $16.30.

  November 6th - 13 charges , $6.11 x 7, $10.48 x 5, and $10.51.

  Banking and account info is not required as no bank account was involved. This was done from a **** prepaid credit card. The last 4 digits of that card are **** and was a **********. That account has since been closed and is no longer active
  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a money transfer to my friend in El Salvador on October 28, 2022. The service said it was a same-day delivery of funds. Two days later I received an email asking for further information, which I immediately provided. It has now been 11 days since the transaction day and the funds have not been released to the recipient. I have made numerous calls to customer service and I am advised that World Remit local partners are holding the funds. I am told that an urgent email will be sent and a response should arrive in 24 hours, which has not happened in over 9 days. I get little to no information from world remit and I am concerned that their inability to get a response from their local partners is that they are either not sending the requests or their local partners are rouge and my money is in jeopardy.

  Business response

  16/12/2022

  We have researched the nature of this complaint. The consumer created a transaction with a reference of ********* on 28/10/2022 but was put on hold by our local partner as they require further information. The consumer was able to provide the needed information and the transaction in question was completed last 09/11/2022. In the event that the recipient did not receive the funds after 09/11/2022 then we would need to have the recipient's bank statement in order to further investigate the matter.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear all, I am writing regarding a transaction from Canada (bank: ** ****** *****) to Mexico (bank: ********* ****** ****) sent by Worldremit (transaction #***********). The money has not arrived yet to the recipient's account. I am the sender. The transaction of CA$1,000 (no fees) was created on May 11th and the same day at 7:05 pm EST, I received the confirmation email that the transaction was on its way. Then at 7:49 pm EST, the recipient received a phone call supposedly on behalf of Worldremit by one of its "agents". The phone number is *** ************ and the agent asked for personal information (passport number and Mexican population register unique code) to confirm the transaction. Finally, on May 12th at 2:10 am EST, I received a new notification that the transaction was successfully deposited into the recipient's account. However, money was never deposited into the recipient´s account, even when the account number and all the information were correct, and that money was taken from my bank account by Worldremit. The recipient opened an issue with his bank and the answer stated that "there was not intent of an international transfer". With the previous information, everything looks like the phone call received from Worldremit was * ****. So, I contacted Worldremit (case number ********) where the agent stated that "we (Worldremit) are not to be held liable for any loss of funds if the transaction or your recipient will be confirmed as fraud or scammed". Seeing as the recipient's phone number was easily accessible by persons not employed by Worldremit, it would appear that Worldremit is not protecting the personal information of its users. I need your help to ask Worldremit to explain this. If the transfer was indeed initiated and received as Worldremit indicated, why was there never a notification from the receiving bank? We need to find the money, and we want to stop this ********** behavior and the persons responsible. Sincerely, ****** ** ** ****

  Customer response

  13/07/2022

  Dear all,
  
  Thank you for your email and for following up with my request. I would like to update the situation. Worldremit contacted me and they started solving the issue. Finally, they figured it out that the partner between Worldremit and the recipient´s bank in Mexico, who is *******, was holding the money. This was because the recipient´s bank (***** *********) rejected the transaction, but ******* didn´t send any notification. Now, Worldremit made the refund and I have the funds back into my account.
  
  Thank you again.
  
  Best regards,

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of January, approximately January 26, 2022 I file a complaint with case number: ******** to world remit. World Remit was paid to transfer money to a fellow in Pakistan. In the end they never did transfer any money, nor have they refunded the money I paid. They just kept it. My emails from Feb 4, Feb 14, Feb 25, Mar 3 and Mar 18 have all gone unanswered. ***** **** **** **** ** ***** *** **** **** ******* ** *********** **** ** *** *** ****** * *** **** ****** **** **** **** ********* ** ***** ** ***** *** ***** ****

  Business response

  26/05/2022

  Dear Mr **********,
  
  Thank you for raising a case with the Better Business Bureau.
  
  Further to the case, I have sent you an email with reference ********. Please respond at your earliest convenience should you require further assistance.
  
  If there is anything else I can assist you with, please let me know.
  
  Kind Regards,
  
  Diana

• Initial Complaint

  07/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the morning of March 9th, 2022 I received a phone call from a gentleman who said he was from ********* tell me that my computer is in need of an update of new antivirus. In which I knew it did. He said he would sell me antivirus program for $4.99 I agreed and I provided my credit card # for the transaction. I later found out it was not ********* on the phone, it was a company called World Remit. They actually charged me $1800.00. I am now trying to contact this company to speak to someone and cannot find or get through to anyone or through a live chat to complain about this **** **** ** ********* within their company. Please help

  Business response

  26/05/2022

  Dear Mrs ******,
  
  Thank you for reaching out to us through BBB CASE#: *******.
  
  Further to this, as a regulated company, our employees cannot request or take card payments. On your statement it says they call you from ********* to upgrade your anti-virus, WorldRemit does not offer these services.
  
  Our understanding on this matter is that when you spoke with them and provided them with personal information including your card details; these people created an account on your name and made transactions using our system. I have located the account they created and it has been disabled, also the beneficiary of the funds has been blocklisted.
  
  Please contact your bank and speak with the fraud department.
  
  I apologize for the inconvenience caused.
  
  If you would like me to clarify anything else, please let me know.
  
  Kind Regards,
  
  Diana

*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. ↩