[Resolved] Worldremit.com — don't use their services
I would like to bring my experience with worldremit into your notice, first time i used worldremit on 21st dec 2012 to send £200 to an indian bank account (Worldremit transaction no is: [protected]) and ask my family to check their bank on friday 28th dec 2012, i don remember but after two or three days later i thought to check status online, and it was showing something like waiting for bank to transfer money, i called worldremit to ask is there any problem some ‘customer unfriendly’ cs guy (Forget his eastern european name) took my call and asking me my personal dtls like date of birth etc, i asked him just to know status of my transaction why you need my date of birth while i am giving you my user id, my transaction dtls, amount even my bank account from i transfered the money into worldremit account, and very rudely he said ‘do you want to send money or not’ then i asked him to speak to his supervisor and he said i am the supervisor, i thought if supervisor is like this how other staff would be, then i thought its no point speaking to him lets check with my bank why they have not transfer my money into worldremit account, i phoned my bank and they confirmed that money is already paid into worldremit, after that i was relaxed that now money will transfer to india any day by end of month.
On 28th dec 2012 i was just checking status online and surprisingly status was ‘transaction cancelled’, i immediately called worldremit and again a ‘customer unfriendly’ (Not surprised) cs named ms. Anchea took my call and start asking same personal dtls. I asked her i just want to know why my transaction is cancelled after 8days without informing me or send me an email, what was the problem, and her reply was i wont tell a thing until you give me your date of birth, and she said i will hang - up the phone if you shouting on me, i explained her i am not shouting and just want my answers and she then asking my bank dtls to reverse the money into my bank account, i asked again why you are doing this without giving me a valid reason and she said its in their terms and condition that she have right to cancel any transaction without explanation and i asked can you please send me copy of terms and condition and highlighted the area where its mentioned that you have right is cancel any transaction if customer do not give his date of birth and she disconnected the phone. Later i thought its no point calling her again.
After 5mins i received a mail from marilyn / worldremit to give my bank dtls, i refused and i received another mail from catherine and then marilyn, asking the same my bank dtls, i asked why you can’t transfer my money into india i used your (Worldremit) services to transfer money to india not back into my account and next reply was you abused our staff and i mail her back abused !!! What are you talking about i just wanted to know the reason why transaction is cancelled but again she asked me read terms and condition, funny thing was all mails was in so continuation that you can say only one person is replying from different different names (May be ms. Anchea was) , worldremit customer service is certainly needs a customer friendly training, a more polite approach towards customers, worldremit cs approach is s very unprofessional, they sound like they are not happy from employers and working against their own wish.
I kindly ask worldremit, why you need customers all personal dtls over phone and why worldremit have customer unfriendly customer service !!! Why worldremit need all personal dtls while using security logo of norton secured powered by verisign, verisign secured, iamtn, ukmta, truste certified privacy on their web site, if some one calling their cs with their name, user id and their transaction id means customer is guanine, worldremit is using so much security so no one can breach into their system then why your cs need to ask so many questions for just to know transaction status or they do not trust their own security ???
If asking personal dtls is in your terms and condition then world remit need to revise their terms and condition and if it’s a requirement from government then why no other service provider asking personal dtls while phone them ???
I was using sendwise for so many years till they stopped their services and i never had this problem, i used some other services and never had any problem,
I am waiting for your reply and if i do not get any satisfactory reply i will contact ombudsman about worldremit way of work, i also planning to use facebook and tweeter to start campaign against worldremit policy or terms and condition to make some customer friendly changes, i am sure there are so many customers have faced the same situation what i have faced, but they switched to some other service providers or just waiting for changes.
I hope to receive positive reply, i already sent whole matter on your website twice but never get any reply so i am posting you this time.
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
WorldRemit Customer Care's Response · Jul 15, 2015
We're really sorry to hear about some of the negative experiences shared on this thread. We can't discuss individual cases publicly, but we can address a few general concerns.
The money transfer industry is very strictly regulated, and we're required to meet tough rules about identifying customers and understanding where transactions are going. Any delays related to this initial ID process are very rare, and only occur so we can make sure all our customers' money is safe.
Our Customer Care team is available 24/7 via phone, email and social media. (Head to www.worldremit.com/en/contact-us for details.) If you ever have any questions about a transfer you've made, please contact us at [protected]@worldremit.com so we can help you as quickly as possible.
We're very proud of our customer satisfaction rates. Please take a look at www.trustpilot.com/review/www.worldremit.com to see what customers have been saying about us recently.
If you'd like to know more about us, and how we're making it easier for people to send money, take a look at this recent New York Times profile - http://bits.blogs.nytimes.com/2015/06/07/remittances-at-the-click-of-a-smartphone-button/
WorldRemit Customer Care's Response · Sep 15, 2015
Hey François, sorry to hear about the trouble you had getting through to us. We have some good news for you - one of the team will be in touch shortly to explain. All the best, WorldRemit.
WorldRemit Customer Care's Response · Oct 07, 2015
We understand it can be frustrating on the rare occasion a transfer or refund is delayed. The team here works incredibly hard to resolve issues like this. For every case of this kind, there are many thousands of instant transfers and happy customers, but of course that's no consolation to you right now. We'll do everything we can to get this fixed as quickly as possible. One of our Customer Care team has just got in touch to help out.
The WorldRemit Team
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