ComplaintsforRemitly

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 05, 2024, my bank account had a withdrawal of $15. I have never authorized any usage of Remitly, nor do I know how they obtained my bank account information. BEWARE of whatever this Remitly is, someone is tapping into accounts that they are not authorized to.

  

  Business response

  04/09/2024

  *****************************
  144 ********
  ******, ** 35133
  Daytime Phone: **************
  E-mail: *********************
  
  
  BBB Reference: 21544024
  Our Reference: 39349728
  
  Dear *****************************,

  We are writing in response to your recent complaint logged with the BBB on 04/08/2024.

  You indicated that on 04/05/2024 your bank account had a withdrawal of $15. You have never authorized any usage of Remitly, nor do you know how your bank account information was obtained. 

  I have searched Remitlys records and can confirm there is no account in your name. Please note that with no information pertaining to the transaction, we are unable to look into this matter. I would urge you to contact your bank to trace the transfer as they may be able to provide more specific information on the nature of the transaction.

  I assure you that no Remitly staff have access to your bank account. If you have additional information which you can share with us, we would be happy to investigate further.

  If you have any questions please feel free to contact us.

  Remitly Inc.

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Remitly sent the money to wrong account in *******, they promised to refund in 45 business days. I waited for 80 days but still no resolution. Anytime I called they came up with new excuse and asked me to call back in three days, I called back after 5 days and still no resolution and one time the customer service informed me likely I will not get the reimbursement even though it is their mistake sending money to the wrong account holder.

  

  Business response

  04/10/2024

  ***************
  *******************************************************************************************************************
  Telephone number *************** 
  Email ******************************
  
  BBB Reference: 21534531
  Our Reference: 39295291
  
  Dear ***************,
  
  I am writing to you in response to your recent complaint to Remitly, regarding transaction reference R99188098748. You transferred USD ****** to a beneficiary in *******, on 22 December 2023. 

  On January 2 2024, you advised us by phone call that you entered incorrect beneficiary details, and as a result the transaction was not sent to the intended beneficiary. The transaction was completed when you advised us of the error and we were unable to cancel or amend the transaction. 

  I refer you to our User Agreement, and wish to point out the following terms which are relevant to your transaction. 
  5. Important service restrictions 

  6. No Changes. We generally do not let you change the details of your Transaction once it's submitted to us for processing. It is your responsibility to make sure your Transaction details are accurate. 

  This means that it is your responsibility to enter the correct recipient details and we are unable to issue a refund.  
  As part of our commitment to best practices, we contacted the partner bank that same day, to request if a transaction reversal was possible. We advised you the partner bank indicated they would have a response within 45 days. We are still awaiting a response from them, regarding your transaction.I have followed this request up with  the partner bank on your behalf. However, this is done on a best endeavors basis and is at the discretion of the partner bank. We will provide you with an update on this request, however, please note we have contacted them on a continued basis and have not had a response. 

  However, as we understand the stress this situation has caused to you, we have applied a credit of  $20.00, to your account, as a gesture of goodwill.
  Thank you for your patience and understanding. We value your business and are dedicated to ensuring your satisfaction with our service. 
  
  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 for bringing this matter to our attention. 

  Remitly Inc. 
  
  
  
  
  
  
  
  

  
  

  Customer response

  04/10/2024

  In December I submitted a request to transfer the money for my nephew help to pay for the medical emergency. Remitly asked for three pieces of information as full name, phone number to contact the receiver and bank account number. I did review the account with my nephew before submitting the request. One week later I received the notification from Remitly verified that money was received but it showed wrong account number by one number  of 13 numbers. I called Remitly to address the issue, they told me to wait for 45 working days to retrieve the money back but I waited for 4 months and kept calling them for the status but every time they told me to wait and they will notify me when they received info from bank from *******. Finally after I made a complaint with BBB they sent me the email addressed that I will not get my money back because it is my mistake of typing wrong account number. I asked if the bank in ******* verified other two pieces of info as name and phone number before transfer the money Remitly told me they dont do that they only need the account number.

  To me ********************** should be responsible for sending the money to the wrong account number and their partner fell to verify the receiver information before issuing the funds.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  context: got charged for money transfer that was not successful, agents unhelpful to solve my problem and trying to get information from me in a scammer-like manner Transfer #R24180815275 direct to card debit last April 1st, failed saying **** rejected the transaction. Unable to change the recipient debit card (recipient has no alternative) and app does not allow to choose any other sending option. By April 3rd, the transaction was still pending, and then Ive noticed that the system still charged me despite unsuccessful transfer. This is unfair because the service isnt rendered yet (in fact, should fall of the cliff if i fail to change or choose not to change the recipient details). This means that i will have to wait for 5-10 business days for a refund, which is unnecasary (no transactions happened), and inevitably locked in the funds that i could have send via a better service (i.e., remitlys competitor). I tried reaching out via an agent and the agent asked me to provide full account number which i am uncomfortable to do so i what i consider as an unsecure channel (remitlys app may have been employing a thrid party service to power the chat so i dont want the chat system to log the bank account). I found that the agents behaviour is questionable as **** (the agent) told me to provide the full amount as she initially told me thats its for verification only - meaning that they have access to the full account number so i can simply give them pieces of information (like the last 4 digits) to confirm the account number. I also offered to provide them supplemental information (like last transaction numbers and amounts). The agent was adamant to get the full account number hence i declined and ended the conversation altogether. This complaint is for money-grabbing platforms that charged you despite unsuccesful transaction and then make their customers wait for unecessary refund windows that should happen if they only charge the customers afther the service was rendered.

  

  Business response

  04/09/2024

  *******************************
  89 ****************
  *******, ** T3N1K6 ******
  Daytime Phone: **************
  E-mail: *************************************************
  
  
  BBB Reference: 21523846
  Our Reference: 39115096
  Transaction Reference: R24180815275
  
  
  
  Dear *******************************,
  
  We are writing in response to your complaint logged with the BBB on 4/3/2024 in relation to transaction reference: R24180815275.
  
  You indicated that you were charged for a money transfer that was not successful. You contacted Remitly but you found the agents unhelpful.  You sent funds directly to a debit card but received a message saying it had failed as **** rejected the transaction. You were unable to change the recipient debit card and the recipient had no alternative. The Remitly app did not allow you to choose any other sending option. By 04/03/2024, the transaction was still pending, and you noticed that the system still charged you despite an unsuccessful transfer. You contacted Remitly and you were asked to provide the full account number which you were uncomfortable to do over chat. 
  
  I have reviewed your Remitly account and would like to outline my findings to you.
  
  I can see you submitted a transaction on 04/01/2024 for $147.86. A notification was sent to you advising that you needed to edit your transfer details. **** let us know the transfer couldnt be completed due to compliance-related reasons. Transfers that are not edited within 72 hours are canceled and refunded. 
  
  You contacted Remitly the same day asking why the transfer was being held. You were advised that we could cancel the transfer and a refund would be issued. You could then try again by sending another transfer. You enquired about the timeframe of receiving a refund and you were informed that the maximum time frame was 7-10 business days. You were unhappy with the timeframe and confirmed you would wait for the transfer to be canceled in 3 days. You asked for a copy of the transcripts from your chat. It was advised that unfortunately, a transcript could not be sent at that time and you ended the chat. 
  You contacted Remitly on 04/03/2024 regarding the transfer and you were advised that we could change the delivery method to bank deposit / Cash pickup / home delivery / direct to phone and you opted for bank deposit. You were asked to provide information regarding the beneficiary to verify on our system. You expressed you were unhappy to do so and confirmed you would be logging a complaint with the BBB and ended the chat.
  
  I can confirm that as the funds were not received by the beneficiary and you were seeking to change the delivery method,  we do need the full account number to verify. ********************** doesnt record the number on the system except for the chat transcript. It is used to compare it to what is in the transfer and it tells you if the original info matches the new information. That is how we check if a customer has made a mistake with their transfer or not. I assure you the security of our customers and their information is of utmost importance to Remitly. I am sorry that this was not clearly explained to you in the chat. 
  
  I can see a second notice was sent to you requesting updated information and as you did not provide this information, the transfer was canceled and refunded to you on 04/03/2024. 
  
  We apologize for the inconvenience caused to you. It can take some time for refunds or rejections to be completed, so we are very sorry for the delay. We know it can be frustrating to wait for your refund. Refund timelines vary depending on the payment method, country, and how quickly your bank can process the refund. I hope that in addition to my apologies, your trust in Remitly will be restored. This is not the level of care we pride ourselves on.
  
  If you have any questions please feel free to contact us. 
  
  Thank you,
  
  Remitly Inc.
  
  Enclosed: 
  Copies of the notices from Remitly
  Copies of the chat transcripts with you

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, March 28th I tried to send money to ****** via Remitly. The transaction was immediately cancelled but they held my money. I did not notice right away until I was on the phone with my bank who asked me to open the app to provide them with the reference number. I then noticed that I had a previous transaction from them from two years prior for which they had never returned the funds. I have since reported this as fraud to my bank to retrieve the money since Remitly would not issue a refund without first seeing my full bank statements for two months. It is easier to report fraud to the bank for them to investigate than it is to go through Remitly for a refund. Remitly customer service repeatedly states that they do not hold the money, but your bank does. When I spoke with my bank they confirmed that this is not true as it clearly states that Remitly has taken debited my account. They state that it takes three business days for a refund on their end but over the phone they say it takes ten to fifteen days. Considering they have no explanation for why the transfer was called in the first place, and the fact that they never returned the money from the transaction made over two years ago this feels like a very fraudulent company. One of the customer service reps even referred to ********************** as a bank, which is clearly a misrepresentation of the company. I would like my money back with interest.

  

  Business response

  04/05/2024

  **************************;
  ********, 
  ** V8M 0C3
  ****** 
  Daytime Phone: (250) 885-923 
  E-mail: *******************
  
  
  
  Better Business Bureau Complaint Reference: 21510157
  Our Complaint Reference: 38997045
  
  
  Dear *************************,

  I refer to your complaint filed with the Better Business Bureau on 03/31/24 in relation to your experience with Remitly.

  You have indicated in your complaint that you submitted a transaction on 03/28/24 to a beneficiary in ******. The transaction was canceled but you believe the funds were held. You have since noticed that a transaction from 2 years ago which you believe was not refunded to you either. You have reported this as fraud to your bank as Remitly required 2 months bank statements before a refund could be issued. 

  I have thoroughly reviewed your Remitly account and would like to outline my findings to you.

  Using the details provided in your complaint form, I have located an account you created on 05/15/20. The first transaction was submitted on 05/15/20 and the last transaction was submitted on 05/20/23. You deleted this account on 03/28/24. 
  I have also found a second account you created using a different email address. This account was created on 11/11/21 and based on the content of your complaint, I believe the second account contains the transactions in question. 

  I can see that the following 4 transactions were submitted on this account:
  *********** ****** ? ****** 11/11/21 2:04PM $423.00 + fee $3.99
  R61529718315 ****** ? ****** 03/28/24 1:52PM $428.00 + fee 5.49
  R55225151556 ****** ? ****** 03/28/24 1:55PM $428.00 + fee $5.49
  R23962825821 ****** ? ****** 03/28/24 3:05PM $406.00 + fee $5.49

  For clarification purposes, I would like to provide further information on the transactions. 

  67226185780 - You submitted this transaction on 11/11/21. On that day Remitly contacted you (copy of notification enclosed) advising that your transfer was on hold and in order to process your money transfer, we needed you to answer a few questions to verify your information. The communication noted that If we didnt receive the answers by Monday, November 15 it could result in a cancellation of the transaction. Remitly did not receive the required answers so a further communication was sent to you confirming that we had canceled your transfer. The charge to your card (ending in 2772) was voided, which would have been reflected in your account balance. ********************** has requested a bank statement from you to clarify if the funds were received. I can confirm that the transaction was refunded to your paying card and I would advise you to contact your bank to investigate further. It could be that as the transaction was never processed it was simply removed from your bank statement and the funds were not charged. Should we receive a bank statement from you we can investigate the matter further.

  The other 3 transactions were all submitted on 03/28/24 and all were declined. The reason for this was because we noticed some activity that isnt allowed under the terms of our User Agreement. The User Agreement you agreed to adhere to when creating your Remitly account describes the terms by which you would be bound when you use the services accessible at www.remitly.com ( "Service" ). It states do not use the Service if you do not agree to be bound by these terms. By using the Service you agreed to all of the terms contained in this User Agreement. ********************** customers are only permitted to have one active account at any given time.

  The notifications sent to you for the 3 declined transactions advised that if your payment method was charged, you would receive a refund within 10 business days. A notification for each transaction was sent to you and I have enclosed a copy of those notifications for ease of reference. Further, during a telephone conversation with you on 03/31/24 an associate advised that the transactions had been declined and a refund would show on your statement within 10 business days. I understand that you were unhappy with the timeframe provided, which we regret, but unfortunately this is the standard timeframe for this type of refund. 

  I can confirm that Remitly is not holding any funds and the funds for all 4 transactions should be with you. 

  I would like to provide you with an explanation regarding the information you received from Remitly and give some clarification surrounding the points you raised. 

  Firstly, in relation to the refund timeframe, Remitly processes your refund request immediately. However, it can take longer to get the money back in your card or bank account. The timing can vary depending on the payment method and when you cancel. Here are the expected timelines for each payment method:

  Debit or credit card payments: It usually takes 3 to 5 business days for your money to be deposited back into your account. But it can take up to 10 business days depending on your bank.
  Bank account payments: It can take up to 10 business days for your money to be deposited back into your account.

  We know it can be frustrating to wait for your refund. Refund timelines vary depending on the payment method, country, and how quickly your bank can process the refund. If you're thinking about canceling your transfer to change your cash pickup location, delivery method, or recipient details, you can choose to edit it instead. If you edit your transfer, rather than cancel, you wont have to wait for your refund to arrive.

  You told us you were advised that Remitly is a bank. I would note that Remitly is an ******** online remittance service based in *******, ************* that offers international money transfers to over 150 countries. If you can give me some further information around these interactions, such as times and dates, and the method by which you interacted with us, I will certainly review the matter for you again. Unfortunately, I have been unable to locate such information in this regard.
  
  Thank you for your patience and understanding. 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 for bringing this matter to our attention. 

  Remitly Inc. 

  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On march 17 i used remitly to make send money to the ****************** for **************** to be the recipient.The app stated as shown in the images as delivered however the money never was delivered and or deposited into the bank acct.Attached are 2 pictures of an email i received from them acknowledging that it was true that the money was never delieverd (the email is broken down into 2 pictures so it can fit) and that they had corrected the jssue and proceeded to deliver/deposit the money.Today March 28 the money has not been deposited and called customer service spoke to ****** who identified herself as "customer service manager" requested a cancelation and refund and was basically denied this because even thought they had confirm on their end that the money was not deposited first time around still want proof of this from my end.Im tired and ashamed that im still getting asked when is the money coming and me not having anything to day after i confirmed that the money was being deposited after reading the email ive attached.I wamt to use another company to send the money but i need this money to be refunded, i feel like they are falsely guaranteeing olmy money as their client as stated in their advertisement, when they refuse to refund me knowing that they had an issue tried to fix it yet 5 and half day later nobody cant tell me where is the money/confirmarion.

  

  Business response

  04/08/2024

  *****************************;
  ******************************************
  *********, 
  ** 17601
  Daytime Phone: **************
  E-mail: *************************************
  
  Better Business Bureau Complaint Reference: 21501008
  Our Complaint Reference: 38818326
  Transaction Reference: R29625514455
  
  Dear *******************************,

  I refer to your complaint filed with the Better Business Bureau on 03/28/24 in relation to your experience with Remitly.

  You have indicated in your complaint that you submitted a transaction (R29625514455) on 03/17/24 to a beneficiary in the ******************. The Remitly app showed the transaction as delivered, however, the funds were not received. You received an email from Remitly confirming the funds were not initially sent but the matter had been resolved and the funds were delivered. You contacted Remitly on 03/28/2024 as the funds had not been received and requested a cancellation but this was declined. You are not happy with being asked to provide a bank statement for the recipients bank account and feel ********************** is falsely guaranteeing the delivery of funds through advertisements. 

  I have thoroughly reviewed your Remitly account and would like to outline my findings to you.

  You submitted transaction R29625514455 on 03/17/24. On that day Remitly contacted you (copy of notification enclosed) advising that your transfer was successfully sent to Banco Popular. This message noted that regular updates on the status of your transfer would be sent to you and we would notify you as soon as the funds are available which were expected by 12:04PM EDT, on Tuesday, March 19th. Later that day, a second notification was sent to you confirming that the funds were deposited to your recipient's Banco Popular account.

  I can see you contacted Remitly a number of times to enquire about the status of the funds as the recipient advised they had not received the funds. We escalated the matter to the specialist team as the transfer is showing as delivered. You were asked about your relationship with the beneficiary and you advised it was a friend but also that you did not know the beneficiary. 

  Please note the User Agreement (enclosed) you agreed to adhere to when creating your Remitly account describes the terms by which you would be bound when you use the services accessible at www.remitly.com ("Service"). It states do not use the Service if you do not agree to be bound by these terms. By using the Service you agreed to all of the terms contained in this User Agreement. Customers must not sent funds to anyone they dont know.

  Our records show the transaction has been delivered. We would ask you to check with the beneficiary if the funds have been deposited into the account or send us the bank statement for the beneficiarys account so we can investigate the matter further. 

  I have contacted the partner bank on your behalf and asked them if it is possible to cancel the transaction and refund the amount. However, this is done on a best endeavors basis and is at the discretion of the partner bank. We will provide you with an update on this request, however, please note we have contacted the partner on a continued basis and have not had a response. 

  Thank you for your patience and understanding. We value your business and are dedicated to ensuring your satisfaction with our service. 

  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 for bringing this matter to our attention. 

  Remitly Inc. 
  

  
  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account was unfairly suspended without. Consulting with me or allowing me an opportunity to provide an explanation to questions they may have. I have sent money with them on numerous occasions for purchasing of good for an apartment in ******** I obtained as well as finishing of previous work on an apartment in the ****************** I stayed at. I have noticed on numerous occasions they have reinstated other accounts I would like to be afforded that same opportunity. No laws have been violated. I am a Government employee for over 23 years and have a law background. There has been nothing criminal nor have I violated any rules. Each individual that money was sent to I have had a long standing. And trusting relationship with and have known and met on numerous occasions. I am unsure why this occurred but I would like the same consideration others have been afforded. I spend a large part of the year in the two countries.

  

  Business response

  03/25/2024

  Dear **********,
  
  I hope this email finds you and your family well. 
  
  Thank you for getting in touch with us again regarding your Remitly account. Our User Agreement prohibits specific activities on our platform, ranging from commercial transactions to illicit activities. Our customer protection team has identified behavior on your account that violates our User Agreement, so we have decided to suspend your access to your Remitly account and not allow the use of our service. We appreciate your past use of our money transfer service. 
  
  In order for Remitly to continue offering its customers a reliable and affordable way to send money, we have to make sure our customers are using our service legally and responsibly. Please know that we will not be able to process future transactions on your behalf. While we apologize for any inconvenience this may cause, we will not be able to provide any additional insight into this matter or reconsider the decision.
  
  For this complaint case, it will be marked as resolved and under the terms of our internal complaint procedures, this is our final response on this matter. If you need further assistance, we recommend going to Remitly.com/help where you can find answers to common questions or reach out to us directly at **************. Our **************** Team is available in English and Spanish 24/7. 
  
  Regards, 
  

  Customer response

  03/26/2024

   
  Complaint: 21475657
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************. 

  I have asked to identify what was suspicious who I sent money to was suspicious? I have known each individual I sent money to for an extensive period of time. I am engaged to the one recipient. I have passport verification those locations I have traveled to extensively over the last 8 years. Your explanation is unjust and unfounded. I have also noticed you have reinstated other accounts but I am not being afforded the same opportunity. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3/5/24 and on 3/8/24 my bank account was fraudulently used by Remitly **** to make an ACH debit for $1801.99 on 3/5/24 and $1801.99 on 3/8/24 for a total of $3603.98. I had no knowledge and I did not consent to this withdraw from my bank account. I have been robbed.

  

  Business response

  03/22/2024

  Dear ****,

  I hope this email finds you well. 

  We regret to know that you went through this situation since your payment information was compromised and used to send money by using our platform. However, we could not find the charges in our system. 
  

  We would like to recommend you contact your bank and dispute the charges since you did not authorize them. Your bank will contact us, and we will be more than glad to help them with the investigation. They will provide you with the final resolution. 
  

  For this complaint case, it will be marked as resolved and under the terms of our internal complaint procedures, this is our final response on this matter. If you need further assistance, we recommend going to Remitly.com/help where you can find answers to common questions or reach out to us directly at **************. Our **************** Team is available in English and Spanish 24/7.
  

  Regards, 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **************************** said in an email that my account was reactivated to send money. I tried on March 15, 2024. I can't send money. My account is blocked again. I called, and the lady only said is blocked.Solution: Allow me to send money. DO NOT BLOCK IT AGAIN.

  

  Business response

  03/25/2024

  *************************
  5418 ********, 
  ***************, 
  ** 33415
  
  Better Business Bureau Reference: 21461582
  Our Complaint Reference: 38428083
  
  Dear *************************,
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 20, 2024. We thank you for your continued patience whilst we investigate this matter. 

  In your complaint you indicated that Remitly told you in an email that your account was reactivated to send money. You tried on March 15, 2024 but you were unable to send money. You have said your account is blocked again and you want it to be unblocked. 

  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:

  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.

  We conducted a further review of your account in December 2022, and we advised that the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.

  We are sorry for the inconvenience, but this decision is final.

  Thank you for your understanding.
  
  Remitly Inc.

  Customer response

  03/26/2024

   
  Complaint: 21461582
  
  I am rejecting this response because:

  The account still blocked. The review will be 1 star because it can't be 0
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a ******************************** I have been sending money to my family in ******** since December 2022 to about middle of year 2023. They suddenly banned me from sending to my family in *********** provided all the information they requested including my bank deposits and withdrawals. They repeated asked almost the same questions relating to myself and my family members presumably to ensure that neither my family members were/are scammers engaged in fraudulent activities. When I asked for the specific reasons why they banned me from using their services, they said they could not reveal to me any reason as it would jeopardize their policy!!.This has caused me a lot of frustration as I am allowed to send money through other money transfer services without any problems. I usally send about $5000 every month to my Cousins and Nieces as their parents passed away in 2022 floods or car/ 8-******* crashes in *********** understand every ********************** has sending limits but none of the other three companies that I deal with has ever banned me. I believe their investigation into my background and those of my relations is flawed. as there are many common names is ******** such as we have here in the **.

  

  Business response

  03/21/2024

  *********************
  6208 ********** 6208
  ********, ** 08691
  
  Better Business Bureau Reference: 21450091
  Remitly Complaint Reference: 38332214
  
  Dear *********************,

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 18, 2024. We thank you for your continued patience whilst we investigate this matter. 

  In your complaint you indicated that you have been sending money to your family in ******** from December 2022 to mid-2023. You told us Remitly requested information, including bank deposits and withdrawals, questions relating to yourself and your family members, which you provided and your account was suspended. You told us that when you asked for the specific reasons why, you were advised we could not reveal as it would jeopardize our policy and this has caused you a lot of frustration. 

  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:

  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.

  We conducted a further review of your account in February 2024, and we advised that the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.

  We are sorry for the inconvenience, but this decision is final. Thank you for your understanding.

  Thank you,

  Remitly Inc.

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unacceptable . However there is no sense in pursuing this business as I have found other alternatives to send money to my relatives in ********. You may close this case.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to transfer three $2500 funds from my US bank to my partners bank in **********. I used the express option that uses my debit card. Remitly advertises that the funds will be deposited within 2 hours. Which is WHY I chose that option and was willing to pay the larger fee. Here are the three details:I just sent you $2500.00 via Remitly. The money will be deposited to your Banco Nacional account by 6 marzo at 3:21 p. m. ***** your time. Ref#**************.I just sent you $2500.00 via Remitly. The money will be deposited to your Banco Nacional account by 11 marzo at 10:31 p. m. ***** your time. Ref#**************.I just sent you $2500.00 via Remitly. The money will be deposited to your Banco Nacional account by 13 marzo at 9:43 a. m. ***** your time. Ref#**************.It is now March 14 at 6:35pm. And SEVERAL chat and phone calls and requests to upload documents bank statement and paystubs etc which I was more than compliant in providing in a timely manner but then I hear nothing. I chat with them and they what else they need and they apologize and say their partner bank is reviewing and promise to speed things along and stay in touch and then ask for ***** more hours or more information. Or this last time 12 more hours. They have a pdf of my 5 last most recent paystubs, so they know I am employed. They have a pdf of my two most recent bank statement so they know I have a HELOC loan and page 3 shows the details of that loan, they have my psssport ID and the last 4 digits of my SS number and they know my employment status and relationship to the recipient. They did refund the transfer fee of ***** for two of the transactions (the one that is now 8 days late and the one that is 3 days delayed) I was lied to constantly and told not to worry the funds would be released soon. What I needed was honesty and integrity and to be informed that transaction would in fact take up to a week so I couldve found another option.

  

  Business response

  03/27/2024

  *****************************
  *****************************************************;
  ************, ** 28078
  Daytime Phone: **************
  E-mail: *******************

  Re: Better Business Bureau Complaint  reference: 21435286

  Dear *****************************

  I am writing to you in response to your recent complaint to Remitly, regarding the following transactions:

  March 06 2024 Transaction reference ************** Amount USD 2500.00 
  March 11 2024 Transaction reference ************** Amount USD 2500.00 
  March 13 2024 Transaction reference ************** Amount USD 2500.00 

  You told us that you selected the express transfer option for these transactions. There were delays in completing these transactions, which caused you frustration. Additionally, you told us that while two of the transaction fees were refunded, you are concerned because the third fee has not yet been reimbursed.

  I note that you were contacted on March 13 2024, to verify the senders information and you provided this documentation.  On March 14, 2024, you kindly submitted additional information about the beneficiaries and the purpose of the transfers. Unfortunately, a system error prevented us from accessing this information when required. These unforeseen technical issues can lead to delays, and I sincerely apologize for any inconvenience this may have caused.

  On March 15, 2024, we contacted you asking for additional verification related to your income details, which you subsequently provided. On March 16, 2024, at your request, the transactions were canceled due to delays in processing.

  I refer you to our User Agreement, and wish to point out the following terms which are relevant to your transaction.

  5. Important service restrictions
  (2) Delays. Your Transaction may be delayed by our effort to verify your identity and validate your Payment Instruments and otherwise comply with laws or manage our financial risk. You may be *********** a refund in certain circumstances and you may cancel your transaction at any time while it is pending.

  6. How and why we collect personal information
  (4)Verifying information. You authorize us to make any inquiries, to you or to others, which are necessary to validate the information that you provide to us. This may include asking you for additional information, requiring you to take steps to confirm ownership of your email address or financial instruments, verifying your information against third party databases, or through other sources.

  In this instance, we required additional information from you in order to proceed with your transactions.

  Our records confirm that on March 16, 2024, we refunded both the transfers and a transaction fee of USD ***** per transaction to your account, for transaction references ************** and **************. Additionally, the records indicate that the transfer and transaction fee for transaction reference ************** were also reimbursed to your account on March 18, 2024. Please let us know if this is not in line with your records. 

  I want to assure you that we take your feedback seriously, and we deeply regret any inconvenience or frustration this may have caused you. In light of this, we have added a goodwill gesture of $20.00 credit to your account.

  Please do not hesitate to contact us if you have any further questions. 

  Kind regards,

  Remitly Inc.
  

  
  

*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. ↩