Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 10th 2025 10:49 pm CDT,I ***** ****** has sent a transfer to my cousin ***** ****** via remitly with the amount of $364.64/P20,000 to his metrobank account ending in 9233. Reference #R52744750103.The transfer was said to be delivered in 15mins yet 3days has gone by & my recipient still havent gotten the ******* I proceeded to talk to the agent via chat & she stated that the metrobank needed a docs. from me thats why they couldnt proceed with the transfer but,apparently the document was already on my account and I dont need to do anything on my ****** I complained that how come they did not fix that right away and that I have to contact them in order for them to fix this if they already have the docs. needed?Then she proceeded to tell me that there was problem with metrobanks end & could not proceed with the transfer. The agent gave me an option to send to a different recipient which I did ******** to clarify she was the one that input everything for me via chat.She asked for the information of my new recipient which is my cousins brother in law whos name is Jan ******** **** from andagao kalibo aklan.The fund was supposedly sent to his bank of the Philippines account ending in 9652 on July 14th. According to the agent it will be available within 1-3hr yet a day gone by and nothing was received. I contacted the contact support once again and they have gone thru it and confirmed that all the info I sent were correct. I sent him screenshots of the chat so he can confirm it. He put this under investigation and had to wait 5 days coz of the weekend. I received an email from them today july21 which is not even an update. So I proceed to call and upon investigation of the new agent named jem she reviewed that the account number inputted was wrong and the name under that account is ****** ****** margarico ***** which I have no idea who that is. I believed the 1agent was a scam.The hard earned money was supposed to be a tuition for my cousin. Just need my money back.

  Customer Answer

  Date: 07/25/2025

  Resolved. But would recommend to make actions regarding issues like this. I will not be using remitly anymore and will share this bad experience to other people for awareness.
  -Angel

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5, 2025 I sent $200 to ******* through Remitly, to a man named Mr. ****** **** ****, for a charity contribution. On July 9, I received a receipt from Remitly telling me the money was delivered to the recipient. Upon checking the receipt, I discovered that the money was delivered to a recipient named Do Viet Hung, which was not the person I intended to send. I then contacted my party, Mr. ****** to verify if he had received the money and he said no. After that I contacted Remitly numerous times to ask for a refund or send the money to the right person from the transaction because apparently they delivered money to the wrong person. Up to now, 7 days have passed since I made the initial transaction, they have not refunded me the $200 or corrected the problem. This whole business dealing conducted by Remitly has fallen into the fraudulent category, robbing of their customer's money. I simply just want my $200 back. Thank you for your attention to this matter.

  Customer Answer

  Date: 07/17/2025

  Dear *************** am writing this email to let you know that my case has been resolved. 
  The corresponding business, namely, Remitly has refunded me the money in the amount of $200 that I requested them to.
  Thank you for stepping in to help solve the problem in this situation. Your work has given peace of mind.
  Yours sincerely,
  *** ****

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, I initiated a Remitly transfer from my US account to my Canadian account, using ********************** e-tranfer method. I inputted the correct email and soon received a confirmation that the funds were transferred. I however did not receive the funds and so after waiting a day to see if there was simply a delay in the transfer, reached out to Remitly. I was informed that Remitly had a different email on file as the recipient: the email address I had inputted except missing a "-", a dash, that appears within the email address. I was told Remitly would look into getting it reversed but that in the meantime if I'm sending another transaction to be certain of inputting the correct email. The next day, July 4, I try a second transaction to the email, absolutely ensuring the email was correct (screenshot attached). The same process repeats and I do not receive the funds. I call Remitly and they tell me that it is not that I made an error in my input, but that Remitly's transacation form is incorrectly registering my email without the dash and sending it to the wrong email address. It became clear as a result that the error in both transactions was not due to a typo on my end but due to a technical error in Remitly's form capturing the email address I inputted, and including the "-" character. I was assured that a reversal request would be put in with the intermediary bank and if it's not resolved in my favour, that I'd receive a refund. After three days the reversal request is denied by the intermediary bank as well as interac as the funds had already been deposited, albeit in the wrong ****************************** has since refused to issue me a refund and continues to insist that the fault lies with me despite evidence to the contrary showing the fault lies in a technical issue with Remitly's transaction form. As such I request a full refund for the funds incorrectly transferred to the wrong account by **********************.

  

  Business Response

  Date: 07/19/2025

  ****** ***
  *******************;
  ******************
  **************
  *******************************
  
  Date: July 19, 2025
  Re: Complaint Number 23589212
  
  Dear ****** ***,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated July 12, 2025. Thank you for bringing your recent experience to our attention.
  
  We have carefully reviewed your complaint regarding the two Interac e-Transfer transactions you initiated on July 2 and July 4, 2025. We understand how concerning this experience must have been and have conducted a full review of your case, including transaction records and all relevant communication.
  
  Summary of Your Complaint
  You reported two Interac e-Transfer transactions sent on July 2 and July 4, 2025, with reference numbers R79158135429 and R63594809527. You indicated that the funds were not received as intended and raised concerns that the email address shown in the remittance details may not have matched what was originally entered. You requested a refund for both transactions.
  
  Findings from Our Investigation
  -Both transactions$160 and $165were successfully processed on our end within one minute of initiation.
  -You reported non-receipt on both occasions, and we promptly escalated the issue to our disbursement partner. On July 8, 2025, our partner confirmed that the transfers were completed and not eligible for return.
  -While our disbursement partner confirmed the transfers were completed, we recognized the importance of your report and reviewed the transaction details at the time they were sent. Our investigation confirmed an isolated error in how special characterslike hyphenswere captured in the email field. We acknowledge this error and want to assure you that our platform remains secure. Steps are already underway to prevent this from happening again. In the event that we are able to recover the funds from our partner, the reported remittances will be updated as canceled in our system.
  
  Resolution Provided
  To address this matter, we issued a Remitly account credit of $375, which includes the total of both transfer amounts and a $50 goodwill gesture. This resolution was communicated and accepted. We sincerely thank you for your cooperation and for sharing additional context, which has helped us identify and prioritize an improvement opportunity in our process.
  
  Again, we sincerely appreciate your patience and the trust you placed in us by raising this issue. We remain committed to your security and satisfaction, and your feedback is helping us improve how we protect our customers. If there's anything more we can do, our **************** team is available 24/7 at **************.
  
  Sincerely,
  
  Remitly, Inc.
  

• Initial Complaint

  Date:07/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My short term disability debt card information was stolen, it was then used with this business and sent money. I called the business they informed me they found the account and it was suspended. I asked for written proof i was told they could not give it to me .I asked for a supervisor and was hung up on

  

  Business Response

  Date: 07/07/2025

  *******************
  NJ  08104
  Daytime Phone: **************
  E-mail: *******************************

  Date: Jul 7, 2025

  Re: Complaint Number 23559474

  Dear Kiara,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 07/05/2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you stated that your short-term disability debit card information was compromised and subsequently used to send money through Remitly without your authorization. You further noted that when you contacted Remitly, you were informed that the associated account had been located and suspended. However, you expressed frustration about being denied written confirmation of this and that your request to speak with a supervisor ended with the call being disconnected.

  We understand how distressing and inconvenient this experience has been, and we want to assure you that we have conducted a thorough review of the matter based on the information you provided.

  Following our investigation, we were unable to identify any Remitly transactions or profiles linked directly to your personal information. Nevertheless, if you were previously informed that the associated account was suspended, please be assured that no further unauthorized activity will occur through that Remitly account.

  With regard to the unauthorized charges, we respectfully recommend that you initiate a formal chargeback request with your financial institution. The chargeback process typically proceeds as follows:

  - Once you initiate a chargeback, your bank will submit the request to Remitly.
  - Upon receipt, Remitly immediately returns the disputed funds to your bank. Your bank may then provisionally credit your account while the investigation is conducted.
  - If the chargeback is determined to be valid, the provisional credit becomes permanent. If it is deemed invalid, Remitly may contact you to recover the refunded amount or liaise with your bank as necessary.

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.

  Thank you.

  Remitly, Inc.

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated a transfer on 6/16, and per Remitly, it was completed on 6/17. We are July 5th today, and my receiver still hasnt received the money. Eveytime I reach out to them, they first start by saying that the transfer was successful, and then when I ask them to actually review the notes they come back to me with the we need to contact our partner bank, please reach out later. This is exhausting, this is a lot of money. At this point, this is just called theft. They have my money with their bank, just there! Its not that I didnt input the bank information incorrectly, they just dropped the ball. They now said that if I want my money back, I need to wait 10 days, while the invoice I was paying is due tomorrow. Now that I mentioned the BBB, they responded on the chat that they transferred my case to the escalation team, hilarious. Why wasnt that done since the beginning? Definitely going to look for another international transfer service.

  

  Business Response

  Date: 07/13/2025

  ******* *****
  *******************; 
  ***********, *******; 90023
  Daytime Phone: **************
  Email: ***********************

  
  Date: July 13, 2025
  Re: Complaint Number 23558410

  Dear ******* *****,
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on July 5, 2025. Thank you for bringing your recent experience to our attention.
  

  Summary of Your Complaint
  You shared that you initiated a transfer on June 16, which was marked as completed on June 17. However, as of July 5, the recipient has yet to receive the funds. While youve made several follow-ups, you felt the responses provided were not as timely or clear as expected. 
  

  We understand how frustrating and concerning this experience must have been for you. Below is a summary of our findings and the actions we have taken to help resolve the matter. 

  Transaction Initiation
  On June 16, 2025, at 7:05 PM Pacific Time, you initiated a transfer of $730.27 USD to La Forge La Forges Socit Gnrale account ending in 5260. The transaction, referenced under number R23144785531, was successfully completed on the same day.
  

  Customer Inquiry and Immediate Action
  On June 24, 2025, at 9:22 AM Pacific Time, you contacted our Customer Support team to report that the recipient had not yet received the funds. You expressed concern because the transfer appeared complete on your end, but the recipient had not received the money. In response, we immediately contacted our partner bank in ****** on the same day to verify the status of the transaction and identify the cause of the delay.

  On June 25, 2025, at 7:17 AM Pacific Time, we received a response from our partner informing us that the funds were being held by the receiving bank, Socit Gnrale. The delay was due to a pending request for additional recipient information from the processing bank. We relayed this update to you, and upon receiving the requested details, we immediately forwarded them to our partner to help expedite the resolution. 
  
  Escalation Efforts and Monitoring
  From June 26 to July 10, 2025, we maintained regular communication with our partner to follow up on the status of your transaction.
  

  Final Resolution and Refund Processing
  On July 11, 2025, at 12:41 AM Pacific Time, one of our complaints specialists contacted you by phone. During the call, you requested to cancel the transaction due to ongoing delays and your inability to wait any longer
  

  The specialist informed you that we were actively coordinating with our partner to recover the funds from the receiving bank. You were advised that once the funds were successfully retrieved, the transaction would be canceled as requested. Immediately after the call, we sent an urgent request to our partner to recover the funds.
  On the same day, at 3:07 AM Pacific Time, we received confirmation from our partner that the funds had been successfully returned to us. We then made the transaction amendable and promptly canceled it per your request.
  

  The refund should reflect in your bank account within 7 to 10 business days, depending on your banks processing time. For confirmation or assistance in tracking the refund, you may contact your bank and provide the Acquirer Reference Number (ARN): 24000775194100004786225
  

  Goodwill Gesture
  As a gesture of goodwill, a $20 discount has been added to your Remitly account. This discount will be automatically applied to your next transfer
  

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  

  
  Thank you.
  Remitly, Inc.
  

  
  

  Customer Answer

  Date: 07/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is *** **** and I use Remitly to transfer money to my own bank account in ******* to purchase a product but I didnt received it. I have the conversation and transactions between me and the seller. It includes the original version in Vietnamese, the ************** translate version (Im sorry if the ****** translate is not very understandable and clear) and my transactions. In the beginning the intermediate requests me to transfer the whole amount of the product, which is 2.500.000 VND + ****** VND (intermediate fee) = ***** USD, so that it can be ship to me, and I did. But then she told me that I wrote the wrong message so she charge both me and the seller double the value of the product, which is 5.000.000 VND = ****** USD, she told us that if we write the correct message, she will refund us the money that we have transferred. When we both send it to her, she then again said that we wrote the wrong message and charge us double the amount that we have sent, which is ******.000 VND but I have requested her to reduce it to 12.600.000 VND = ****** USD. In the end, when we both thought that she will refund us the money that we have sent, she said that we have to transfer her 20.000.000 VND = ****** USD to make sure that we are not money laundering and so she will return us 40.000.000 VND = ******** USD, but I didnt send her the final charge because I suspect that she is force scamming me and if I send her that I will lose all of my money. So I told her to wait for me a few days but she warned me that it can only be made within 24 hours or else she will not refund me my money. I also suggest to split the bill in half so that she can return half of my money first but she refused to do so and said that I have to send her all. At that point I refused to send her more although she kept on calling me to send it. The total I have sent her is ****** USD, including ****** USD from my debit card and ****** USD from my credit card.

  

  Business Response

  Date: 07/03/2025

  *** ****
  *****************************************************************
  Daytime Phone: **************
  E-mail: ********************************

  Date: Jul 3, 2025

  Re: Complaint Number 23539034

  Dear ***,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 06/30/2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported that you used our services to transfer money to yourself in ******* to buy a product but never received it. An intermediary involved in the transaction kept asking you to resend increasing amounts of money, claiming you had written the wrong message and needed to correct it to receive a refund. Each time you complied, the intermediary raised the amount and made new demands. Eventually, you were asked to send over $765 to "prove" you were not laundering money, with a promise of a large refund. Suspecting fraud, you refused to send more. In total, you paid $769.87.

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.

  Upon reviewing your account activity and complaint history, we found the following:
  - You created your Remitly account on June 8, 2025, and added yourself as the recipient.
  - Between June 8 and June 12, you completed five transactions to your own bank account in ******* totaling $704.11. These were funded using two payment methods registered under your name.
  - 10 transactions initiated after June 8 2025 were either canceled by you or failed due to insufficient funds. One transaction was canceled by our agent after it triggered a system review and another one was automatically declined by our system.
  - Our internal fraud checks were passed, as your identity was verified via government-issued ID and liveness video. The payment methods used were confirmed to be under your ownership.
  - On June 12, 2025, you initiated a complaint indicating a possible scam. Despite our follow-up attempts on June 13, no clarification was provided until a call on June 14, during which you explained the involvement of an intermediary and expressed the intent to dispute the transfers.
  - All successfully processed transactions were sent to the recipient account you added your own bank account in ******* and completed based on your explicit instructions.
  - The transactions were processed using the Tabapay Push-to-Card method, which does not support reversals. Once a transfer is successfully delivered to the recipients financial institution, the funds cannot be recalled.
  

  Based on our investigation, we have determined that the transactions were carried out in line with the instructions you provided and were delivered to the bank account you added as the recipient. As such, we are unable to uphold your complaint.

  We would like to take the opportunity to refer you to Section 2.2 of our User Agreement. Please be reminded that Remitly should only be used to send money to people that you know and trust, such as family and friends. Do not use the Service to send money to people you do not know, are not familiar with, or do not trust. While we sympathize with your situation, no reimbursement can be issued.

  We have taken steps to safeguard your account and after a thorough review of your account activity, we identified behavior that violated our User Agreement, which led to the decision to suspend your account. We understand that this may not be the outcome you hoped for. We regret the inconvenience you have experienced. 

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 

  Thank you.

  Remitly, Inc.

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an ongoing issue regarding unauthorized charges to my account. Despite not initiating any transactions with Remity since my last authorized transaction on June 15, 2025, I have observed multiple unauthorized deductions from my bank account. I have attached the statement from Remity as well as my bank statement with the ones highlighted in yellow are *************** total, these unauthorized transactions amount to $474.84. At no point was I notified of these charges, nor have I received any explanation for them despite multiple attempts to resolve this matter with your customer service team. To date, my efforts to dispute these charges have been unsuccessful. Each time Ive contacted your support line, Ive either been placed on hold indefinitely or received no follow-up. This lack of resolution is unacceptable.

  

  Business Response

  Date: 07/01/2025

  Javkhlanbayar Otgonbayr
  IL  60062
  Daytime Phone: **************
  E-mail: ************************************

  Date: Jul 1, 2025
  Re: Complaint Number 23532251

  Dear Javkhlanbayar,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 6/28/2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported that since your last authorized transaction on June 15, 2025, there have been multiple unauthorized deductions from your bank account totaling $474.84. You also attached statements from both Remitly and your bank and highlighted the transactions in question, further expressing dissatisfaction with the lack of response and support from our customer service team.

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.

  Following a thorough investigation, we have identified that your Remitly account was created on March 21, 2025. Since then, you successfully completed 19 transactions to ********. All transactions on your account were submitted using the same device and IP address that had previously been used for other successful transactions and our records do not indicate any suspicious activity or unauthorized access to your account.

  We have not received any chargeback request from your bank regarding the disputed transactions. If you have formally submitted a dispute with your financial institution, please note that the final outcome will be determined by them.

  Some of the charges you highlighted in your bank statement as unauthorized appear to date back to March and early June. We have not found any record of contact from you reporting unauthorized activity during or shortly after those periods.

  Additionally, not all of the amounts you referenced were found in your Remitly account history. Since we were unable to locate all the charges you reported as unauthorized, we kindly ask that you file a formal chargeback request with your bank. The chargeback process works as follows:

  - Once you initiate a chargeback, your bank will submit it to Remitly for review.
  - Upon receipt, Remitly will immediately return the disputed funds to your bank, granting you provisional credit while the investigation is ongoing.
  - If the chargeback is found to be valid, the funds will remain with you. If it is deemed invalid, Remitly will contact you to recover the refunded amount or escalate the matter with your bank as needed.
  We encourage you to initiate this process if you believe there are discrepancies that require further investigation.

  We would also like to inform you that, after a final review of your account activity, we identified behavior that violated our User Agreement. As a result, your account was suspended. While we are unable to disclose further details due to internal policy, the terms and conditions governing our services are available for your review in the User Agreement.

  Based on the findings of our investigation, Remitly is unable to issue a refund for the transactions in question. All payments were processed in accordance with our standard security protocols, and we have not received any formal claim or chargeback from your bank to date. We recommend continuing to work with your financial institution if you have submitted a dispute or initiating a chargeback process if you have not yet done so.

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 

  Thank you.

  Remitly, Inc.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their service to submit a transfer to my Mexican account which they claim was delivered but as my bank statement that I sent them shows, it was never delivered. For the last two weeks they keep telling me that they will reach out to me to update in less than three days but they never do.

  

  Business Response

  Date: 07/01/2025

  ***** *******
  TX  79848
  Daytime Phone: **************
  Email: **********************************
  
  Date: 07/01/2025
  Re: Complaint Number 23489556
  
  Dear *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 25, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that the transfer (reference R20220700246) submitted on May 30, 2025, to your personal account in ****** was marked as delivered, but your bank statement confirmed that the funds were never received. You also mentioned that, over the past two weeks, you were repeatedly assured of an update within three days, but no follow-up was provided. 
  
  We sincerely apologize for the inconvenience this has caused. We fully understand how important it is to receive your funds promptly and the frustration that delays can bring.
  
  Upon investigation, we found that you contacted us on June 3, 2025, to report the issue. We immediately initiated an investigation with our partner bank to trace the funds. On June 20, 2025, we received confirmation that the funds were returned to us. You then chose to resend the transfer, but it was unfortunately rejected due to transaction limit restrictions. On June 23, 2025, you opted to cancel the transaction, and a full refund was issued. Depending on your bank, it may take up to 10 business days for the funds to appear in your account.
  
  We appreciate your continued use of our services and value the trust youve placed in us. As a gesture of goodwill, we have applied a $50 credit to your Remitly account, which can be used toward your next transfer.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.
  

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  initiated a money transfer to ***** on June 13 through Remitly. Generally it takes about 3 days to complete. This time around it showed delivered but the amount wasn't received in ***** when I called the bank in ***** to inquire. I then called the third party to see what was happening. They were asking me all the questions because I wasn't able to make the payment and they were the ones who manually entered the details in the first place. But they made the mistake of sending it to the wrong bank. They had to get it to ******************* rather sent it to ********************. ******************** has been merged with 2 other banks to become ********************. It is no longer a bank. And the bank account number is unique. I had provided my details and without verification they sent it to the wrong account in another bank. The amount is $4340. I spoke with Remitly and they are saying they wouldn't guarantee a money back but will try their best and give me a response in 24 hours. It's been more than 3 business days and I am concerned because it is the money I am sending for loan repayment. Also, I am concerned that the wrong account holder might use my amount and I wouldn't get anything back.

  

  Business Response

  Date: 06/26/2025

  ***** **** Kumar
  ************************************************
  Daytime Phone: **************
  Email: ***********************
  
  Date: 06/26/2025
  Re: Complaint Number 23503988
  
  Dear *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 23, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that transaction R91386356260, submitted on June 13, 2025, was mistakenly sent to ******************** instead of *******************. You also expressed concern that ******************** has since been merged into ********************, which could have prevented the rightful recipient from receiving the funds. Additionally, you raised concerns about the delay, potential misuse of the funds, and the urgency of this transfer for a loan repayment.
  
  We completely understand the stress this situation may have caused and want to assure you that we took immediate steps to investigate and resolve the matter.
  
  Upon review, we confirmed that ******************** was selected during the transaction creation process. Please note that only the sender has the ability to enter recipient information at the time of creating the transfer. Our records show that you initially attempted to send a payment under transaction R60689458395, which failed due to a bank decline. You then successfully submitted the second transaction on the same day, June 13, 2025, and it was completed on June 15. You contacted us on June 19 to report the issue, at which point we verified your intended recipient bank and confirmed that ******************** was selected.
  
  While we typically cannot modify transaction details once submitted, as outlined in our User Agreement, Section 9: Important Service Restrictions, we escalated a reversal request with our partner. Fortunately, the funds were successfully returned. We reprocessed the transfer to ******************* on June 24, 2025, under the new reference number R98529873844, and this transaction has been successfully completed.
  
  To help avoid future issues, we have removed the previously saved recipient details from your account. We kindly encourage you to double-check all information before submitting future transfers, in line with Section 6.5 of our User Agreement, which outlines the senders responsibility for the accuracy of recipient details.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **** *****

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used to sent money to ****, so I can pay a bill, but the person never received the money. They told me that their partner said that the money was sent, but it never happened. Im trying to talk with them and they ALL ask for me waiting for 72 hours and dont resolve anything. I need to pay the bill, because of the late pay, i will have to pay an extra fee. I need help, I need that the transfer be confirmed.

  

  Business Response

  Date: 06/26/2025

  ****** **** *******
  *********************************
  Daytime Phone: *************
  Email: ******************************
  
  Date: Jun 26, 2025
  Re: Complaint Number 23497825
  
  Dear ****** **** *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/20/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that you used our service to send money to **** to pay a bill, but the intended recipient never received the funds. You shared that although our partner claimed the money had been sent, the recipient did not receive it. You also expressed frustration with the support you received, noting that each time you reached out for assistance, you were advised to wait 72 hours without receiving a resolution. Additionally, you highlighted the urgency of the situation, explaining that due to the delay in payment, you are now subject to an additional late fee and are seeking confirmation of the transfer as soon as possible.

  Upon investigation, we found that transaction R87629871911 was marked as completed on June 15. While we are still working with our delivery provider to clarify the status of the funds, we understand the urgency of your situation and the importance of resolving this matter promptly.

  To support you in addressing the pending bill, we have made the funds available on your account so you can choose to either cancel the transaction or resend it. You can take action by logging into your Remitly account and selecting the transaction to edit the recipient details or cancel it.

  If you choose to resend, please make sure that all recipient details are accurate and up to date to help prevent any further delays.

  Additionally, we have added a $30 credit to your Remitly account. This credit will be applied automatically to your next transaction.

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  
  Thank you.
  
  Remitly, Inc.
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **** *******