ComplaintsforRemitly

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I had initiated two transfers on the 16th and 17th of April, each for $25,000, totaling $50,000. However, even after waiting for 14 days, I was informed that I had to wait further for a partner bank to complete the transfer. I was promised that the transfers would be completed within seven days of receipt, so this delay was unexpected.Today, I decided to cancel both transactions, but I haven't received any email or cancellation form yet. I have tried contacting Remitly through calls and emails, but I haven't received any confirmation yet. I request your assistance in retrieving my money.Thank you!

  

  Business response

  05/04/2024

  
  *******************************
  *****************************
  ***********, ** 01752
  Phone:**************
  Email:***********************
  
  
  Re: BBB Complaint ID: ********
  
  Dear *******,
  
  I trust this email finds you well. I wish to express my sincerest apologies for any inconvenience you may have experienced in your recent transactions. 
  
  This is an update regarding the transactions R99419544183 and R22704680097, each involving the amount of $25,000.00. After submission, these transactions underwent a regular review process by our disbursement partner in ******. Due to the large sums involved, the review identified that "the customer reached the maximum compliance beneficiary amount limit," necessitating further scrutiny.
  
  I can confirm that both transactions have been canceled. You should expect the refund for transaction R99419544183 by the 17th of May, and for transaction R22704680097 by the 14th of May. The refunds will be processed within 10 business days from their respective cancellation dates.
  
  We appreciate the opportunity to address and rectify this matter swiftly. Please do not hesitate to reach out if further information is required or to discuss this case further.
  
  I am pleased to inform you that the matter has been successfully addressed and resolved. This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction.
  
  We are sorry for this experience, and we invite you to continue using our services with confidence.
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,

• Initial Complaint

  04/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 28th March 2024, I sent INR ******/= through Remitly. After I submit the transaction, I received an email message from Remitly that the transaction did not go through and asked me to resubmit the transaction. I was offered a credit of $5 towards that. I promptly resubmitted the transaction on 29th March, 2024. Later when I checked with my bank account, I found that ********************** made two withdrawals from my bank. I called Remitly many times to get the refund and each time they would say that they would get back to me. Today I talked to Remitly agents again and they told that they can't make any promises on refunding the money. I have attached the Email from Remitly for resubmission that clearly shows it is a mistake from Remitly. I want to get back the money that I lost due to the spurious transaction made by Remitly. Towards sending the said INR ******/=, two withdrawls were made by Remitly from my bank account. They are for the amount of $160.65 on 03/29/2024 and for the amount of $155.75 on 04/01/2024. I am asking Remitly to return the cancelled transaction's amount of $160.65.

  

  Business response

  04/30/2024

  Dear ***********************************,
  
  Thank you for reaching out to us with your concerns. We are writing to address the complaint you filed with the Better Business Bureau on April 27, 2024, and we sincerely apologize for any inconvenience you have experienced.
  
  In your complaint, you indicated that you initiated a second transfer following an email from us advising you to resubmit your transaction due to an error with the initial transfer. Unfortunately, this led to both transactions being processed, contrary to your intention to send only one.
  
  To resolve this issue, we have canceled the second transfer and processed a full refund of $155.75 to your account. Additionally, we have applied the discount you received on this transaction to your Remitly account, ensuring you can benefit from it on a future transfer.
  
  Please expect to see the refund in your account within the next 10 business days. Should you have any questions or require further assistance during this process, please do not hesitate to contact us. 
  
  Best regards,

  Customer response

  04/30/2024

   
  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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A week ago I sent money through remitly, a few days later they contacted me to say that the transaction would be canceled because the bank could not receive the money, I accepted and then it appeared that the transfer was complete, but I did not receive the money in neither my Mexican account nor my Canadian account, when I try to contact customer service they answer the same thing and they don't solve anything, they even stop answering completely

  

  Business response

  04/22/2024

  **** *************************** ******
  150 Rosemount av ************************************************
  Daytime Phone: **************
  E-mail: **************************
  
  
  BBB Reference: 21569856
  Our Reference: 39622171
  Transaction Reference: MP8433214666209
  
  
  Dear **** *************************** ******,
  
  We are writing in response to your BBB complaint logged on 04/12/2024 in relation to the transaction referenced MP8433214666209.
  
  You have indicated that you sent funds to your Mexican account on 04/02/2024 and a few days later Remitly contacted you advising that an error occurred and the transaction needed to be canceled. You received a second call from Remitly advising the transaction had been successful and the funds were sent to your account. You have not received the funds into your American or Mexican accounts.  In the absence of a customer service phone number, you reached out to Remitly via chat, as Remitly would not answer the phone.
  
  On review of Remitlys records, I have located two calls with you. The first of these calls was on 04/06/2024 where Remitly called you advising we had received a report from the partner bank and could not process your transaction. Remitly advised we would cancel on our side and then you could log into your Remitly account and either change the beneficiary details or cancel the trx. You advised you would cancel the transaction. 
  
  Remitly called you on 04/09/2024 and you advised of the call on 04/06/2024. Remitly advised we could cancel the transaction but this was unsuccessful as the partner banks system had resolved the matter and the recipient account was able to receive the funds. If you have additional information pertaining to calls you made please let me know.
  
  You have stated that you have not received the funds. At the time we sent a confirmation notice to you advising that the funds had been deposited. If you have some information, such as a bank statement for the recipient account, that would indicate that it wasn't received, we can look into the matter. I sincerely regret any inconvenience caused.
  
  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

  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. 

  
  

  Customer response

  04/23/2024

  The response from Remitly is not all true. I was informed on the phone with them that all the transactions made on the other account had all gone through and they shut it down as I did not realize I had created two separate accounts. 
  
  No funds were ever deposited back to my bank account for the transaction they kept from November 2022. I do not feel I should show them a full two months of my personal bank account statement as that is quite invasive so instead, I reported the fraud to my bank so they can attempt to retrieve the funds for me. My bank can clearly see that no funds were ever returned to my bank account from the transaction made in November 2022. 
  
  The funds for the three most recent transactions of March 27th 2024 have been returned to me. 
  
  Thank you,
  
  *************;

• 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, 

*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. ↩