Consumer complaint received 2026-01-11 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Confusing or misleading advertising or marketing — 
Company: WorldRemit Corp.
State: TX

Complaint narrative:
Consumer Complaint : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WorldRemit XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Summary of the Issue WorldRemit advertises mobile wallet transfers as being delivered Within XXXX hour and provides in-app instructions indicating that users can cancel transfers through a Request cancellation feature. In practice, transfers may take days, cancellation requests are not honored, and users are not clearly informed before payment that cancellation control is lost once a transfer is passed to a third-party local partner even if payout has not occurred. 

Detailed Description I initiated a WorldRemit mobile wallet transfer to the XXXX. During checkout, the app prominently displayed : Estimated delivery : Within 1 hour A selectable Mobile Money option with no prominent warning that cancellation would become unavailable shortly after submission WorldRemits in-app help documentation states that users can cancel a transfer by : Logging into the app Selecting the transfer Pressing Request cancellation The documentation further states that users will be notified whether the cancellation request is successful and that refunds are issued after cancellation. 

What actually occurred : The transfer was not delivered within the advertised timeframe I submitted multiple cancellation requests before payout None of the cancellation requests were executed Customer support later stated that for mobile wallet transfers, cancellation depends on whether the transfer has been passed to a local partner, even if payout has not occurred This limitation is not clearly disclosed to users prior to payment When I asked whether users are informed before payment that cancellation may not be honored once the transfer is passed to a local partner, support did not answer the question, sent an unreadable screenshot, and terminated the chat session Why This Is a XXXX XXXX XXXX XXXX XXXX XXXX WorldRemit represents that users can cancel transfers via the app, but in practice cancellation is discretionary, third-party dependent, and often ineffective even before payout. 

Misleading Speed Representation Transfers advertised as Within 1 hour may remain pending for extended periods, during which users can not cancel or access their funds.

Material Omission at Point of Payment Users are not clearly informed before payment that : Cancellation may become impossible shortly after submission Loss of control can occur before payout Cancellation requests are merely forwarded to third parties without guarantee Inaccessible / Ineffective Disclosures Relevant limitations are not presented clearly at checkout and, when referenced by support, are provided in an unreadable or unusable format. 

Failure to Resolve or Clarify Customer support avoided directly answering whether these limitations are disclosed prior to payment and terminated the session without resolution. 

Consumer Harm Loss of control over funds Funds locked for days without delivery or cancellation XXXX on advertised delivery speed that was not met Inability to make informed decisions due to missing or obscured disclosures Requested Outcome Review of WorldRemits mobile wallet transfer disclosures and cancellation practices Requirement for clear, prominent disclosure before payment regarding : Loss of cancellation rights Third-party dependency Realistic delivery timelines Appropriate corrective or enforcement action if violations are found Supporting Evidence I can provide screenshots showing : Within 1 hour delivery representation In-app cancellation instructions Multiple unexecuted cancellation requests Customer support chat transcripts showing evasion and termination

Company response to consumer: Closed with explanation