Consumer complaint received 2023-08-22
Company: WorldRemit Corp.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2023, I transferred the sum of {$3000.00} through WorldRemit Corporation in one transaction to be collected by a family member and, another {$900.00} in another transaction to be deposited in XXXX equivalent into my account in XXXX Mind you, I have transferred money to the same recipient through WorldRemit on multiple occasions. 

On XX/XX/2023, I got a message from WorldRemit asking me to provide more information due to regulatory requirement. I gladly complied. I responded to all their questions and attached my bank statement and my pay stub from my employer as requested by WorldRemit. 

On Thursday, XX/XX/2023, I received a message from WorldRemit that they deposited the sum of XXXX XXXX ( The equivalent of {$900.00} at the time ) into my account in XXXX. However, no money was deposited into my account. Even as I write this message on Tuesday, XX/XX/2023 at XXXX XXXX XXXX no money has been deposited into my account in XXXX XXXX I have checked my account several times, I have called my bank several times, no money was sent into my account. My bank said I have to call WorldRemit. 

From that point I did not hear anything from WorldRemit again. I called their customer service so many times. I ended up hanging up the call after 45 minutes on the phone with recorded message looping around and no human to answer my call. I was lucky to get a hold of their customer service after a very long hold yesterday, XX/XX/2023. I spoke with XXXX who said she had sent the case to the refund department to cancel the transaction and refund my money. 

I woke up to a message from WorldRemit this morning informing me that they suspended my account because I did not respond to their request for additional information. You can imagine how shocked I was to that allegation because their message actually came as a reply to my message where I supplied them with all the information they requested from me, and I also attached my bank statement and my paystub to the message. I replied their message and I told them that I responded to their request and I provided the documentation they asked for. 

As at this morning, I could no longer assess my WorldRemit account, and there is no information from WorldRemit as to the refund of my {$3900.00}. To my amazement, I tried to call their customer service number, only to realize that they have blocked my phone number, so I could not reach them on my phone. I had to call use my daughter 's phone to call them without any problem, though nobody answered the call. As you can see from the attached documents, WorldRemit has not paid me for the transfers that I made, and they have not refunded my money. 

No one to call, no one to complain to. This is fraudulent practice and I don't even know how they are still able to maintain their license as a financial institution.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation