Consumer complaint received 2021-08-20
Company: WorldRemit Corp.
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/XXXX, I requested an international money transfer of {$1500.00} to my family through my XXXX brother in XXXX with Transaction number : XXXX. Usually this takes few minutes to be remitted to the recipients account. But strengly, this time the funds where not remitted due to technical issues with the company, Worldremit. I waited for three ( 3 ) to allow the company resolve the issue at their end and remit the funds to my family since I was receiving email and sms from the Company ( Worldremit ) about the delay of the transaction. After three days precisely on XX/XX/XXXX, the funds was still to be received by my family. So I called the constumer service at worldremit and was told they are not sure when the funds world be received by the recipient. 

On XXXX XXXX, I received a generated receipt that the funds have been paid to my recipients account. So I contacted my recipient in XXXX to confirm the reciept of the funds but he said he had not been notified by the bank ( XXXX XXXX XXXX ) through alert yet. So he waited a whole day and went to the Bank in XXXX but he was told that no funds were avaliable for him in his account. 

With that report, I chatted the Worldremit through live chat and I was requested to obtain a proof of non reciept of funds from the bank by requesting the bank statement with the said period which he did. This I submitted as a compliant to Worldremit since XX/XX/XXXX and was given a case number : XXXX. 

Since XX/XX/XXXX, I discovered that nothing was done about my case and compliant so I called on XX/XX/XXXX to know what was happening to my funds but there was no postive response from Worldremit. They told me that the funds were paid to their local Partners in XXXX and that they were in communication with XXXX XXXX XXXX to resolve the issue. I asked my XXXX brother to file a compliant with XXXX XXXX XXXX which he did on XXXX XX/XX/2021 sith case number XXXX XXXX and was told it was a failed transaction. 

I waited again for response but none came. I contacted Worldremit again on XX/XX/XXXX to know what was really happening since it was more than 2weeks I requested the transaction but I was told to wait. I said how long? and I was told latest, Monday, XX/XX/XXXX everything will be resolved as they, Worldremit has reordered the transfer since it was not yet received. 

I waited three more days from XX/XX/XXXX, I never got any response from Worldremit and the funds have not been remitted. On Monday XXXX, the recipient filed another complaint with XXXX XXXX XXXX and was given the case numbers XXXX, XXXX XXXX, XXXX, XXXX  XXXX and XXXX. None of the cases have yielded any result sofar Today, XX/XX/XXXX I called Worldremit to know what is really the problem with the transaction and inform them that the Bank in XXXX has told me that the transaction failed and that I need a refund so that I may use other transfer agent and they are still asking me to wait or that they are in communication with the local partner for over 3 weeks now. 

I want a refund of my funds back let me use other transfer agent as my family is hurting very badly at this time I

Company response to consumer: Closed with explanation