WorldRemit review: Money transfer from Australia to BDO Philippines

Dear Sir/Madam

Recently and as far back as 5th October 2023 (Case Number [protected]), I been having problems transferring monies to the Philippines using your website here in Australia.

My recent problem is detailed below and is strangely simple to understand ,in my opinion, but appears to be difficult for your service agents to deal with or rather to resolve. It goes like this: After login the first screen allows to enter the amount to send (You send) followed by (They get) in the currency selected, next (Receive method) in my case "Bank Transfer" followed by (Bank Transfer Partner) I select "BDO accounts". All as per normal for the last 5 years, what is not normal, however, is that (Fee, Transfer time, Total to pay) are now "blanked" and (Continue, Cancel) are grayed rendering them inoperable.

So I thought I raise this issue with you service agents by calling [protected]. I understand that all calls are recorded and therefore can be referred to.

Your service agent gave me the feeling that she was not wanting to raise a proper complaint detailing my issue. Rather than deal with my problem directly she was hoping to get me to stop using the online website and use the phone application instead, in her opinion better and more up to date(?), thereby rendering my problem obsolete. She also suggested that I could troubleshoot by trying the phone application to see whether I have the same problems, I don't know what planet she was born on but paid employees of a business are actually paid to do that here on earth and not the customer.

Having said that, is WorldRemit using it's customers to test(troubleshoot) it's problems because it's service agents are incapable of doing so?

May I suggest that they are given better training so they actually listen to the customer's concerns and address their problem/s directly. Don't treat the customers as being subservient to them to do their wishes like 'troubleshooting/testing' while they sit there twiddling their thumbs while waiting for the results.

I've attached a screen shot of the problem FYI.

View 0 more photos