Consumer complaint received 2018-10-16
Company: WorldRemit Corp.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
I initiated a bank account money transfer using WorldRemit services on XX/XX/2018. The funds were debited from my XXXX XXXX account on XX/XX/2018. On that same day, XX/XX/2018, I received an email from WorldRemit stating that " the money transfer of USD XXXX to XXXX has now been processed. The funds should be credited to the receiver 's account in 1 business day. '' My receiver also received a text message, ( the same day ) on XX/XX/2018, from a local number ( XXXX ) stated that he received a money transfer and that the funds would be deposited in his bank account in 1 business day. On XX/XX/XXXX, I contacted my receiver to inquire about the status of the deposit. To my surprise, the funds were not deposited in his account. On XX/XX/XXXX, I, again, contacted my receiver to check on the status of the money transfer and was confirmed by the receiver that the funds were still not deposited to his account. I contacted WorldRemit on XX/XX/XXXX, at around XXXX MST. After 25 minutes of wait time, a representative answered my call. She verified my information and asked how she could help. I explained that I made a transfer to XXXX, the funds were debited from my XXXX XXXX account, and that I received an email from WorldRemit stating that the funds would be deposited in the receiver 's account in 1 business day, ( on XX/XX/2018 ). However, as of ( today ) XX/XX/2018, the funds were still not deposited in the receiver 's account. The representative sated that their system shows that the transaction was paid to the receiver on XX/XX/2018. I asked how it was possible for their system to show that the transaction was paid on XX/XX/2018, when I received an email from WolrdRemit on XX/XX/2018, which stated that the transaction was processed and that the funds would be deposited in the receiver 's account in 1 day, on XX/XX/2018. The representative was not able to answer that question so I requested to speak with a manager. She insisted that I called back because they were under staff and no manager was available to speak to me. I re-iterated my wish to speak with a representative of the company, preferably a manager to find out why WorldRemit has not yet deposited my money transfer to my receiver 's bank account. The representative placed me on hold for 30 minutes,  then transferred me to a floor supervisor named XXXX. I re-explained the situation to her. She gave me the same answer as did the representative, that their system shows that the funds were deposited into the receiver 's account on XX/XX/2018. I, again, re-iterated that the funds were not deposited into my receiver 's bank account as of XX/XX/2018. I explained that I received an email on XX/XX/2018, from WorldRemit confirming that the funds would be deposited into the receiver 's account on XX/XX/2018, and I asked the floor supervisor if the email came directly from WorldRemit. She responded that the email was authentic and was directly sent by the company. I asked why the email stated that the the funds would be deposited in the receiver 's bank account on XX/XX/2018,  but their system shows that the funds were deposited in the receiver 's account on XX/XX/2018. Yet, no deposit was made to the receiver 's account as of XX/XX/2018. The supervisor was unable to provide me an answer as to why WorldRemit has not yet deposited the funds to the receiver 's account. All she could tell me was that they work with a third party in the receiving country, and that the third party told them that they deposited the funds into my receiver 's account. I reiterated that no deposit was made into my receiver 's account as of the XX/XX/2018. I then requested for her to transfer me to her manager, or to anyone that can help me figure out why WorldRemit has not yet deposited my money transfer into my receiver 's account. She stated that she did not have a manager to transfer me to, that she was the only one I could speak to. She insisted that the funds were deposited in the receiver 's bank account on XX/XX/2018. I, again, re-iterated that WorldRemit has not deposited the money transfer into my receiver 's bank as of XX/XX/2018. I then requested her to provide me with a proof of deposit from my receiver 's bank ( XXXX ) with the date, time and amount deposited into the receiver 's account. She responded that she would call their partners in the receiving country, on XX/XX/2018, to have them request a proof of deposit from the receiver 's bank, XXXX and that she would call me back on XX/XX/2018 with an update. I have not received any call or email from her or from anyone from the company on XX/XX/2018. I contacted the customer service line today XX/XX/2018, at XXXX, I was placed on hold for half an hour when I requested to speak with a manager, then I got hung up on. 
Transaction Number XXXX

Company response to consumer: Closed with explanation