My complaint:
On March 12th morning I sent my sick mom $101 to use to go to hospital in Kenya through Worldremit phone.money transfer. The same time I tried sending her $50 for buying drugs but failed because there was hold on my Direct Express account. Within 3 days I called Worldremit 10 times and Direct Express 7 times to resolve the issue but failed. Worldremit blamed Direct Express for holding my money, while DExpress blamed Worldremit for not knowing the process how to collect the money from my account. All I know is that DExpress have blocked my account for reasons I don’t know. While contacting DExpress I was kept on hold for 45 minutes to over an hour 5 times. Till now DExpress have been giving me solutions to apply that doesn’t work. I’m unable to send me money anywhere through Worldremit, my favorite money transfer agency. My mom can’t afford money to buy drugs, while I could have sent her money to buy it.
Suggested solution:
1- I want the block on my account to be lifted immediately so I can send money to my folks using Worldremit or any other money transfer agency. In future I don't want any block on my account. It's my money and I should have access to it whenever I need it.
2- Most DExpress representatives don't know how to resolve issues of the clients and some even yell at customers. They should be re-training and be taught good customer service.
3- Keeping clients on hold for over 30 minutes, one hour or indefinitely as I experienced is unacceptable. This must be stop.
