ComplaintsforRemitly Canada Inc.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Urgent Complaint Regarding Incorrect Transfer via Remitly Dear I am writing to express my deep dissatisfaction and frustration regarding a transfer I made through Remitly on May 15th, 2024. Unfortunately, the transfer was sent to an incorrect account number, resulting in a significant inconvenience for me.Initially, one agent affirmed that the account number provided was accurate, only for another agent to contradict this statement by claiming that the last four digits did not match. Now, I am being informed that the entire account number I entered is incorrect. This raises several alarming questions. Firstly, why was I not promptly informed of this discrepancy on the very first day? Secondly, why is there a constant shift in Remitly's stance on the matter? Thirdly, if indeed the account number was incorrect and did not match the associated name and phone number I provided, why was the transaction not halted at that crucial juncture? What is the purpose of collecting personal information such as name and phone number if Remitly's protocols fail to prevent such errors and discrepancies? It is evident that Remitly's processes are deeply flawed, causing grustationa nd distress Its been a month now I have diligently explained my problem to approximately ***** agents, yet to no avail. Each time I call, I am met with the same repetitive request to explain my issue once more, without any resolution.I have been repeatedly told to wait for an entire month, with no indication of proactive efforts to resolve the issue. The constant reassurances that the matter is being looked into are devoid of substance, as there has been no progress to report .The excuse that the bank is not responding is unacceptable, as it should not absolve Remitly of its responsibility to address the situation promptly and effectively.Sincerely,******

  Business response

  18/06/2024

  ***************************

  Better Business Bureau Reference: 21840899
  Remitly Reference: 42462878
  
  Dear ******,

  I am writing in response to your complaint filed with the Better Business Bureau on 06/12/2024 in relation to the transaction reference R87220037315.

  You have filed a complaint regarding your dissatisfaction and frustration about a transfer you made through Remitly on 05/15/2024. The transfer was sent to an incorrect account number, resulting in a significant inconvenience for you. Initially, one agent affirmed that the account number provided was accurate, only for another agent to contradict this statement by claiming that the last four digits did not match. You were then informed that the entire account number you entered was incorrect. You have questioned;
  - Why were you not promptly informed of this discrepancy on the very first day? 
  - Why is there a constant shift in Remitly's stance on the matter? 
  - If indeed the account number was incorrect and did not match the associated name and phone number you provided, why was the transaction not halted at that crucial juncture? 
  - What is the purpose of collecting personal information such as name and phone number if Remitly's protocols fail to prevent such errors and discrepancies? 

  You state It is evident that Remitly's processes are deeply flawed, causing frustration and distress as it has been a month and you have diligently explained the problem to approximately ***** agents, yet to no avail. Each time you call, you are met with the same repetitive request to explain your issue once more, without any resolution. You have been repeatedly told to wait for an entire month, with no indication of proactive efforts to resolve the issue. The constant reassurances that the matter is being looked into are devoid of substance, as there has been no progress to report . The excuse that the bank is not responding is unacceptable, as it should not absolve Remitly of its responsibility to address the situation promptly and effectively.

  I have thoroughly reviewed Remitlys records and I would like to take this opportunity to outline my findings to you.

  On 05/15/24, using your Remitly account, you initiated a transfer to a recipient in *****. You manually inputted the details for the recipient and at 8:32 AM PT you transferred $500 to the recipient in *****. At that time, Remitly sent you an email advising the funds had been transferred successfully. 

  On 05/16/2024 you contacted Remitly via chat urgently requesting either the transfer be deposited or canceled. The associate checked the transfer and advised it could not be canceled as it was already completed. You were advised that when a transfer is submitted it can take 24 hours to appear in the recipients account and you stated the recipient may receive it within 4 hours as 24 hours had not passed. The associate confirmed and advised you to wait. 

  You contacted Remitly on 05/21/2024 via chat requesting the transfer be canceled as you had inputted the wrong account number. The associate asked you for the recipient information to cross check it against the system. Upon giving the recipient account number the associate advised the number did not match what you had inputted when sending the funds. The associate advised they would contact the partner to request a reversal but this was not guaranteed as the transfer was completed based on the information you provided. You were advised to wait 3 business days.

  Later on 05/21/2024 you contacted Remitly via chat twice more and the same information was given to you as the previous conversation.

  You spoke to Remitly on 05/24/2024 via chat and you were advised that unfortunately the partner had not responded to us yet as when transactions are completed, it can take longer for them to respond.

  On 05/25/2024 you asked Remitly if there was an update on the transaction. The associate advised you had entered the incorrect information for the recipient and we were waiting for a response from the partner. You advised you had previously spoken to Remitly and you were not informed you had entered the wrong information and asked how it could be completed if the details were wrong. The associate advised that if an account exists the funds are sent successfully. However, if the details entered do not match an existing account then the transaction is canceled.

  On 05/27/2024 you chatted with Remitly and you were advised that as the partner had not responded it was unlikely that the funds would be returned. However, an urgent message was sent to them at that time.

  You contacted Remitly on 05/27/2024, on 05/28/2024 and on 05/29/2024 and again you were given the same information as before. 

  You called Remitly on 06/04/2024 and the associate explained the situation to you. The associate disconnected the call due to the manner in which you spoke to them.

  I would now like to address the particulars in your complaint.

  - Why were you not promptly informed of this discrepancy on the very first day? 
  I have reviewed the interaction with you on 05/16/2024 and during this interaction you were advised the transaction had been completed already. You were advised that transfers can take 24 hours to appear in the recipients account. You advised that 24 hours had not passed so it may still appear and the associate agreed and advised you to wait. 

  - Why is there a constant shift in Remitly's stance on the matter? 

  During every interaction with you, Remitly advised that as you put the wrong information into the transfer, a refund was not guaranteed. However, the partner bank was contacted for a reversal. This is not something that is within Remitlys procedures but did so to try to retrieve your funds. 
  

  - If indeed the account number was incorrect and did not match the associated name and phone number you provided, why was the transaction not halted at that crucial juncture? 
  As you were previously advised, if the wrong account number is entered and the account does not exist, the funds will not be sent. Unfortunately, in this case, the account number you entered is an existing account so the funds were sent successfully. Please note that when you created your Remitly account, you agreed to be bound by the User Agreement. Each time you send funds to a recipient, you agree to the User Agreement by clicking on send funds. In this regard I would refer to the User Agreement where it states

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

  This means that you are responsible for ensuring that all details you enter are correct prior to sending funds. 
  

  - What is the purpose of collecting personal information such as name and phone number if Remitly's protocols fail to prevent such errors and discrepancies? 
  We use the info you provide to make sure the transfer details you entered are correct, youre really you, youre sending to the right person, and youre following our User Agreement. This helps us protect your personal information from scams, fraud, and other issues. It also helps us prevent transfer delays.

  We might also ask you for more information if we need to check that were able to support your transfer. Our business is highly regulated, and regular checks are one way we keep our service safe for everyone. Well reach out if we need help confirming your identity, approving you to send more money, or making sure your transfer details are correct.

  If we need to ask for any extra info to complete your transfer:
  - We may contact you by email or phone while your transfer is in progress.
  - You might get a notification that your transfer is being reviewed.
  - You might notice your transfer status change in the app or on our website.

  This is a normal step in the transfer process and theres no reason to be concerned. In most cases, we can verify that we have the right information without bothering you. Sometimes, we need something only you can provide. If thats the case, well let you know what we need to keep your transfer on track.

  You will find more details pertaining to this in the User Agreement and on our website. The User Agreement states:

  7. HOW AND WHY WE COLLECT PERSONAL INFORMATION

  Privacy Policy. By agreeing to this User Agreement, you acknowledge and consent to [Remitly's Privacy Policy](************************************************).

  - Customer Identification Program. Canadian law requires that we obtain, verify, and record information about you. We may require that you provide us with nonpublic, personal, identifying information. You authorize us to verify the information that you provide to us, including by making reference to credit report information obtained from Canadian credit reporting agencies or contacting such agencies regarding the existence or length of your credit file. We may also lawfully obtain information about you from other sources without your knowledge, including non-personal identifying information that we may obtain while you visit this website. For additional details, please see our *********************************************************************************** Disclosures. We may provide information about you and your Transactions to government authorities and law enforcement agencies, as described in our Privacy Policy.
  - Verifying information. You consent and 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.
  - Processing of Personal Information. Remitly transfers and stores personal data in ***************** and other international jurisdictions to perform its obligations and exercise its rights under the Agreement. The applicable privacy laws of those other international jurisdictions may differ from those in Canada.

  8. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS

  - Error Resolution. Let us know at any time if you have any problems with the Service. You can contact us using the contact information at the bottom of this User Agreement. For more information about error resolution click here.
  - Refunds. You can cancel your Transaction at any time prior to its completion. Completion means that your Recipient has claimed the money you sent either through cash pick-up, home delivery or the funds have been deposited to their bank account. Upon receipt of a cancellation request, we may confirm with our Service Providers to determine whether the transaction has been completed prior to initiating a refund. The Transaction Amount will not be refunded after completion.
  

  If, however, you are not satisfied with our service for any reason we will always refund the Service Fees. All refunds will be credited to the same Payment Instrument used to pay for the Transaction. Refunds are only made in Canadian dollars and will not be adjusted to account for changes in the value of the Canadian dollar or foreign currency from the time your Transaction was submitted.

  If you have a complaint, first contact the consumer assistance division of Remitly Canada, **** at ************** (or call *****************), if you still have an unresolved complaint regarding the company's business activities, please direct your complaint to your provincial consumer affairs agency.

  - Complaints. Although we encourage you to share with us any concerns or questions you may have about our service, including your account or a specific transaction, you may also want to contact the consumer affairs authority in your province.

  Unfortunately, based on the information outlined above, Remitly is not in a position to refund the $500 to you. I regret not being able to give you a more favorable response. I would suggest you contact your bank and advise them to look into the matter. 

  If you have further questions please do not hesitate to contact me.

  Yours sincerely,

  Ciara B.
  Complaints Specialist
  Remitly Inc
  

  
  

• Initial Complaint

  21/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Remitly to send money to my relative in ******. The transaction was authorized on 3-May however there were some system glitches which resulted the money to be sent on 5-May. However, the money was never received by the recipient. Tried multiple times with **************** to resolve the issue and they kept giving me run arounds. First customer service said we have the delivery confirmation from recipient bank which turn out to be a lie. Then, it was revealed that they have used another company/person ***** to send money. Based on my interactions and comments made by company I believe it's a scam and should be investigated further about their practices and ensure public is not harmed in anyway. Today, 19/May still the issue is outstanding and every time I tried to get in touch customer service tells me to wait 3 business days for response.

  Business response

  04/06/2024

  ***********************
  On L9T8B2
  Canada
  Email: ******************
  
  Better Business Bureau Reference: 21732425
  Remitly Reference: 41346014
  
  Dear ***********************,

  I am writing in response to your complaint filed with the Better Business Bureau on 05/19/2024 in relation to a transaction you sent through Remitly.

  I understand you used Remitly to send money to a relative in ******. The transaction was initiated on 05/03/2024 however due to system glitches the transaction was sent on 05/05/2024. The money was not transferred to the recipient as promised. Upon complaining to customer service, you were advised the money had been transferred to the recipients bank account and there was written confirmation - which turned out to be a lie. After one week, you escalated the matter and Remitly revealed that the money was sent to the partner (***) and they deposited the money in the recipients bank. However, the recipient has confirmed that the partner is blacklisted with their bank.

  I would like to sincerely apologize for the inconvenience this matter has caused. I have reached out to the management team who have raised this concern with the partner bank to resolve. As part of the overall delivery of payment services, Remitly relies on multiple dependencies which include processing banks and partners, and at times can lead to delays outside of our control. Remitly is currently working to enhance the relationship with the partner to ensure a resolution is made and improve the overall customer experience. In the Complainants case the app advised funds are usually delivered within 2 hours. 

  I apologize for the inconvenience caused to you and your recipient.

  I can confirm that the payment has been refunded to you in full. 

  I have also credited your Remitly account with $100 for the delay in responding to your complaint.

  Yours sincerely

  *************************
  Complaints Specialist
  

  
  

• Initial Complaint

  13/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made a money transfer through remitly on Apr 26 and the receipt haven’t received the money yet.

  Business response

  15/05/2024

  ****** ****** ********
  ** ********* ***** ********* ** *** *** ******
  Daytime Phone: ***** ********
  E-mail: **********************
  
  BBB Reference: ********
  Our Reference: ********
  Transaction Reference: ************
  
  Dear ****** ****** ********,

  We are writing in response to your complaint logged on 05/13/2024 in relation to the above transaction referenced.

  You have indicated you sent $1,500 to a beneficiary on 04/26/2024 but they have not received the funds.

  I have reviewed your Remitly account and can see on 05/06/2024 you contacted Remitly via the chat function and advised us 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. 

  6. 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.  

  We have contacted the partner bank on your behalf and asked them if it is possible to cancel the transaction and refund the amount to you. This is at the discretion of the partner and a refund may not be possible. As soon as we have an update, we will contact you. I regret any inconvenience this may cause.

  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. Customer Service 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

  15/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Please see the attachment. In this attachment it’s clearly mentioned that refund is possible for any errors during the transaction.

  I asked them the ticket number for the ticket number for the incorrect transaction, which they are unable to provide. I also request remitly to provide the proof of communication with recipients bank (***** ****) requesting the fund reversal.

  
  Sincerely,
  
  ****** ********

  Business response

  21/05/2024

  Dear ****** ****** ********,

  I am writing in response to your rejection letter of Remitly’s final response to your complaint.

  You indicated you are rejecting our response because of the following;

  In the User Agreement, it’s clearly mentioned that a refund is possible for any errors during the transaction.

  You asked for the ticket number for the incorrect transaction, which Remitly was unable to provide. You now request Remitly to provide the proof of communication with the recipient bank (***** ****) requesting the fund reversal.
  The section of the User Agreement you have provided states 

  We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation. Notwithstanding the foregoing, if your concern relates to a claim that your payment was unauthorised or incorrectly executed or that a loss, theft,
  misappropriation related to the use of the services took place, then we will review and if appropriate, execute a refund as soon as practicable and, in any event, not later than the end of the following business day after noting or becoming notified of the
  unauthorised or incorrectly executed Transaction or the loss, theft, misappropriation related to the use of the service.

  This clearly shows that we will determine if a refund is possible or not. This does not show that a refund is guaranteed. When funds are sent to a beneficiary, they are no longer with Remitly. The funds are sent to the partner bank from Remitly. In circumstances where a retrieval is requested, we will contact the partner bank to do so. Remitly is then reliant on the partner bank to retrieve the funds. You were informed of this during your chats with Remitly and advised that a refund was not guaranteed. You accepted this and asked for the partner bank to be contacted.

  There is no ticket number for the incorrect transaction. When Remitly contacted the partner bank, a reference number on our system generated ******** as the case number. The transaction reference number (************) was given to you when you submitted the transaction. The transaction reference number will allow Remitly to find and relay all information back to you.

  Remitly did not contact the recipient bank. Remitly contacted the partner bank, who in turn would contact the recipient bank. I have attached screenshots of our emails to the partner requesting a refund. As previously mentioned to you, Remitly has not received a response from the partner bank.
  

  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.  Our Customer Service Team is available in English and Spanish 24/7 at ***** ********.

  Thank you,

  Remitly Inc.
  

  Customer response

  21/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  
  Complaint: ********
  
  I am rejecting this response because:
  1) You mentioned I accepted your proposal which I did not 
  2) You never mentioned your partner bank is *** **** which is a clear miscommunication. We were trying from one end tirelessly with ***** **** to get out money back , which now we feel was waste of effort since the money is not with them.
  So your proposal is clearly not acceptable, since we have not contact with your partner bank (*** ****) it’s your responsibility to get the money back. If you are not getting a response from your partner bank, that means your partnership is not good. I still request a refund which I believe is fair. You can keep requesting for fund reversal from your partnership bank since the information entered was wrong. 
  
  Sincerely,
  ****** ********

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Remitly. I lost $812.84 in March 2024 as my Remitly Account through Remitly app and/or website was hacked and my money was transferred to someone in ****** without myself authorizing or permiting. I was in another country on vacation and got a notification from the bank about my account going into negative balance. Then I have realized that two fraudulent transactions were happened through the Remitly Account. I have been fighting since then to get my money back and nothing happened so far. I have contacted them several times and the last conversation was just now at 5.55 PM and they said they have no control over the fraud that has happened. So I warn everyone not to use the Remitly Account for any financial services.
  

  Business response

  14/05/2024

  *********************** ** *********************** ********* ** *** *** ****** ******* ****** ************** ******* ******************************* *** ********** ******** *** ********** ********

  
  Dear ***********************,

  I am writing in response to your complaint filed with the BBB regarding a transaction on your Remitly account.
  
  You have indicated that you have lost $812.84 in March 2024 as your Remitly account was hacked and money was transferred to someone in ***** without you authorizing or permitting the transfer. You were in another country on vacation and got a notification from the bank about your account going into a negative balance. You have since realized a further two fraudulent transactions on your Remitly account. You state you have been fighting since then to get your money back to no avail.
  
  I have reviewed your Remitly account and I can see the transaction (ref ************) was submitted on March 19, 2024 in the amount of $812.84 to a recipient in Kenya. Remitly could not have known that this transaction was fraudulent. You contacted Remitly on March 28, 2024 advising the transaction was fraudulent. 
  
  Remitly’s records show the transaction was completed before you contacted Remitly and therefore, we could not cancel the transaction. We contacted the partner bank to attempt a retrieval of funds. The partner has confirmed that they attempted a retrieval however, the funds were no longer available in the account. You were informed of this during a telephone call with Remitly on May 9, 2024.
  
  I understand that situations like this can be stressful and Remitly is determined to assist you in resolving this matter.
  
  In the meantime, I would recommend that you make contact with your bank to enquire if they can assist you in retrieving the funds. 
  
  Please feel free to contact us again if we can be of any further assistance. Customer Service can be reached 24 hours a day, seven days a week at ***** *********
  
  Thank you,
  Remitly Inc.

  
  

  Customer response

  14/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My bank has nothing to do with Remitly debiting my account.

  At the time of transfer I was not notified by e-mail or app about the transfers. Only time I was aware of such fraud was when my bank account went into negative balance. My bank rejected any suspicious activity from my bank account. The unauthorized transaction was initiated from Remitly app and/or website and I had no way if knowing such transactions. It is purely Remitly responsibility to keep its app and/or website secure so that the customer won't be penalized for unauthorized access by third parties. Please provide proof that Remitly has notified me about the transfers and the progress status like the transfers I have authorized until February 2024. Until then I used to receive e-mails and app notifications on my authorized transfers. 

  So I urge Remitly to refund the unauthorized transaction ASAP.
  
  Sincerely,
  
  ***********************

  Business response

  17/05/2024

  *********************** ************************************** ********* ** *** *** ****** ******* ****** ************** ******* ******************************* *** ********** ******** *** ********** ********
  
  Dear ***********************,
  
  I am writing in response to your follow up communication filed with the BBB regarding the transaction (************) on your Remitly account and *********************** response to your initial complaint.
  
  You have stated you are rejecting Remitlys initial response for the following reasons;
  
  Your bank has nothing to do with Remitly debiting your account.
  At the time of transfer you were not notified by e-mail or app about the transfers. The only time you were notified of any fraudulent activity was when your account entered into a negative balance. 
  The unauthorized transaction was initiated from the Remitly app and/or website and you had no way of knowing of such transactions. It is purely Remitly who is responsible to keep its app and/or website secure so that the customer won't be penalized for unauthorized access by third parties. 
  You have asked us to provide proof that Remitly had notified you about the transfers and the progress status like the transfers you have authorized until February 2024. 
  You urge Remitly to refund the unauthorized transaction ASAP.
  
  I have conducted a thorough review of your Remitly account from January 2024 to date and Remitlys records. I attach the notifications sent when the transaction took place. Please note that Remitly uses multi-factor authentication (MFA) to provide an additional layer of security by requiring users to provide two or more verification factors to gain access to their accounts, reducing the likelihood of an account being compromised by any cyberattacks, such as phishing and data breaches. This security feature combines something you know (your password) with something you have in your possession (your phone). Youre the person most likely to have both of these things, so this is one way we can make it harder for someone to sign in to your profile without your permission.  
   
  For security purposes, we have suspended access to your account, however, if you would like to continue using our services we recommend you to create a new account with a new email and a stronger password.
  
  For any unauthorized transaction it is recommended to contact your banking institution who would be able to dispute the transaction(s) for you. However, on this occasion, Remitly will provide you with a full refund of $812.84. If you can provide us with the account details, I can process the payment to your bank account. This is to include your IBAN and BIC,(or account number and sort code for UK accounts) the name on the account ,in addition to the name and address of your bank.
  
  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.  Our Customer Service Team is available in English and Spanish 24/7 at **************.
  
  Thank you,
  
  Remitly Inc.
  
  
  

  Customer response

  19/05/2024

  
  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 subject to the refund (the fraudulent transfer) of $812.84 to my account per the details (Bank details for refund) provided through BBB.
  
  Sincerely,
  
  ***********************

  Customer response

  03/06/2024

   
  Complaint: 21691484
  
  I am rejecting this response because:

  Rejecting the business response because my refund is not received.

  Sincerely,
  
  ***********************

  Business response

  06/06/2024

  ***********************
  76 ***********************
  ********, ON L7A 0S4 CANADA
  Daytime Phone: **************
  E-mail: *******************************

  BBB Reference: 21691484
  Our Reference: 40997430/41967473

  Dear ***********************,

  I understand you are rejecting our response as you have not received a refund. Please note that on 05/17/2024 we wrote to you asking for your details in order for Remitly to refund you. At your convenience please provide us with your IBAN and BIC,(or account number and sort code for UK accounts) the name on the account, in addition to the name and address of your bank.

  Without this information, Remitly is unable to provide you with a refund.

  Kind regards

  ***** B

  Complaints Specialist

  Customer response

  12/06/2024

   
  Complaint: 21691484
  
  I am rejecting this response because:

  I have not received any email from Remitly to which I can respond giving my banking details. 

  If they wanted to refund they can credit my bank account from which ********************** has taken money without my authorization or knowledge because someone committed fraud and accessed my credentials through their platform. 

  I am again willing to give again the banking details if they send me an email directly. Right now I don't know how to give them my banking details without them sending me an email.

  
  
  Sincerely,
  
  ***********************

  Business response

  18/06/2024

  ***********************

  BBB Reference: 21691484

  Remitly Reference: 42463858

  Dear ****,

  I refer to your correspondence to the BBB in relation to your complaint with Remitly.

  I understand you are unhappy with the status of your refund as you are unsure how to provide your details. 

  Please note if you respond to the BBB with your Bank details they will in turn provide them to me. Once I have those details I will be able to process the refund for you. Kindly provide your account number, routing number if applicable, name and address of your bank.

  Kind regards

  ***** B

  Complaints Specialist

  Remitly Inc

  Customer response

  29/06/2024

   
  Complaint: 21691484
  
  I am rejecting this response because:

  Banking information needed is as below:

  Bank Name : Scotia Bank 

  Institution Code: 002

  Transit: 61903

  *********************

  Address: *****************************************************

   L7A 0N5

   Canada 

  
  Sincerely,
  
  ***********************

  Business response

  03/07/2024

  ***********************
  **************************************
  ********, ON L7A 0S4
  Phone: **************
  E-mail: *******************************
  
  Re: BBB Complaint ID: ********
  
  Dear ****,
  
  Greetings from Remitly.
  
  You have contacted us and reported the transaction R995010851921 as unauthorised, since then you have asked for the refund of the full amount of $812.84. Thank you for raising this concern to our attention. We regret the distress this has caused you. 

  Unfortunately, we cannot issue a refund for a completed transaction directly. In this case, we recommend that you contact your bank and report the issue as soon as possible. Once you have filed a dispute with your bank, they will reach out to us to investigate the matter further.
  
  We will work directly with your bank to handle the dispute and ensure that all necessary information is provided for their review. The bank will be responsible for providing the final decision regarding the refund.
  
  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. 
  
  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,

  Customer response

  04/07/2024

   
  Complaint: 21691484
  
  I am rejecting this response because:
  

  1. On 17 May 2024 Remitly wrote to me that they will refund the full amount in question and waiting for my response.

  2. I have tried to call Remitly to give my banking details which they still have in my account with them, but the call center repeatedly rejected the refund.

  3. Tries to give bank details on several messages through BBB complaint resolution portal and emails.

  4. Now on July 4 2024 Remitly is retracting themselves and informed me that they won't refund any amount to me.

  5. Relevant Correspondences between Remitly and me are attached here.

  
  Sincerely,
  
  ***********************

  Business response

  09/07/2024

  ***********************
  76 ***********************
  Brampton, ON L7A 0S4
  Phone: **************
  E-mail: *******************************
  
  Re: BBB Complaint ID: ********
  
  Dear ****,
  
  I hope this message finds you well.
  
  On the 10th of May, you filed the complaint 21691484 asking for the $812.84 refund for the transaction ************.
  
  We deeply regret the frustration and confusion you have experienced regarding this transaction. Please accept our sincerest apologies for the inconvenience caused by the differing outcomes you were previously provided.
  
  We understand how critical it is for you to have clarity and confidence in our service. We attempted to reach out to you on the 5th of July to provide the correct information and resolution personally. Unfortunately, the connection was unsuccessful. 
  
  Upon careful review of your case, we have taken corrective action to ensure that this matter is resolved appropriately. We issued a full refund for the transaction ************ on the 7th of July. As communicated earlier, the refund should be processed and reflected in your account within the next 10 business days from the date of cancellation.
  
  This is our final response to your complaint. 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.  
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding and continued trust in Remitly.
  
  Warm regards,
  
  Remitly ****

  Customer response

  10/07/2024

   
  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.
  

  Now after many months of  combined efforts from you and myself now finally I have received the payment credited to my bank account.

  Sincere thanks to BBB and especially *********************************** for making this happen .

  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Remitly has mishandled fund transfer that was crucial for a time-sensitive medical procedure. This complaint is lodged due to significant inefficiencies and a lack of ownership in customer service, leading to financial loss and considerable mental stress. *Incorrect Fund Transfer:* In a recent transaction facilitated by Remitly, funds intended for my account ending in ************************************************** 0073. This error occurred despite my having not made changes to the recipient details, which have been correctly stored on my Remitly profile for many years. This indicates a technical issue on Remitlys part in processing transactions.*Customer Service Inefficiency:* Upon noticing the error, I immediately reached out to Remitly's customer service. The team mentioned they cant do anything for money sent to wrong account despite the fact that money was sent to wrong account due to their mistake, I contacted the bank to which money was transferred and they helped me reversal of transaction, I contacted Remitly to get my money but the team has persistently stated they have not received the returned funds and have deferred action , even after I mentioned I have received proof of transfer. Each time I call they are merely stating they would contact me upon receipt of the funds. To date, no proactive communication or resolution effort has been forthcoming.**Financial and Emotional Impact:* The transferred funds were allocated for my mothers urgent surgery. Due to the delay in resolving this transfer, the surgery was postponed, causing significant mental stress and additional financial loss due to the need for multiple follow-*** and extended medical preparation.*Lack of Ownership:*There has been a notable lack of responsibility taken by any individual or department within Remitly. The generic responses and absence of a dedicated effort to resolve the issue reflect poorly on Remitlys commitment to customer satisfaction and resolution of serious issues.

  Customer response

  10/05/2024

  Hi thank you for reaching out, I can definitely try and talk to company so would like to change my desired out come to 
  Contact by the business they have changed the account deta i added to account which is not something that they should be doing and till date did not refund money, I am also filing a court case about this but in first place I want some response from team.

   

  thank you again.

   

  Business response

  18/05/2024

  Dear ****** ****, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on (05/08/2024). Thank you for bringing your recent experience to our attention.  
  Upon review, you have proceeded to submit this complaint because your transfers with reference #************ and #************ were sent to an incorrect or different bank account, and you confirmed with your bank that the funds will be reversed to Remitly.

  We want to bring to your attention that we have been able to receive confirmation that funds have been successfully transferred back to Remitly. Therefore, we have proceeded to refund this money back to you, and as you may have been previously informed, refunds from Remitly are processed immediately; nevertheless, your bank may take up to 10 business days to post them back.

  On the other hand, you reported that you did not make any changes to the recipient's information; however, we concluded upon investigation that changes made to your account details occurred at the moment of the transfer and were initiated by you. Our system logs show no deliberate alterations on our side or by anyone else at Remitly.

  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 response

  21/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: the account changes were not made on my end , I have added payee few years back and made no changes to it later. Remitlys transaction flow never asked me to update account details so there is no need for updating details which I added long back. They did not investigate this technical issues which happened on their end properly and trying to blame it on me regardless of me confirming multiple times I have not updated account. I tried same flow with 10 other accounts with friends and every one confirmed once the account added unless we change it by clicking any of the edit button in last step of transaction it wont get updated which I never did on end. Regardless there will be a timestamp saying when account details were updated in DB it cant happen right at the moment of transfer because if we edit that step will be prior to transaction not at the exact moment. There is some technical glitch which is not being looked into so I not accepting this response which caused me lot of mental stress during last month. 
  
  Sincerely,
  
  ****** ****

  Business response

  27/05/2024

  Dear *****************,

  I am writing in response to your contact made through the Better Business Bureau on 05/21/2024 in relation to Remitlys response to your complaint.

  You have stated you are rejecting this response because the account changes were not made by you. You have added a payee a few years ago but no changes since. You feel this relates to a technical issue that has not been properly investigated by Remitly as there would be a timestamp of the changes.  

  I enclose screenshots of your account and would refer you to the contact information. On 02/28/2017 you added a contact in the name of ***************** and have successfully sent 110 transactions since then. On 04/23/2024 you added a new contact in the name of ***********. Within two minutes of the addition, you submitted the two transactions in question and sent them to the new contact. Further amendments have been made to the new contact since 04/23/2024.

  I regret any inconvenience caused to you. I am happy to note that a full refund for the two transactions were sent to you.

  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 response

  27/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: as you have meticulously I have added payee in 2017 and have done than 100 transactions since then. This transaction was done On April 13th I have sent few transactions which were sent to wrong account without me change anything on payee that I added. 
  

  since you mentioned it I added new payee on 23rd April which is UPI payee but did not change anything with old payee on which account details were changed without my intervention and transactions were done on April 13th and 18th way before 23rd on which date I added nee payee , old payee on account still reflecting wrong account number even today. 
  

  So the old payee with bank details that has account ending in 0773 that was changed to 0073 without my intervention is in question and you were talking about the recently added payee on 23rd. 
  

  i did not want to alter anything about old payee so that I will have the proof is the reason I added nee payee and using without using old one that now has wrong account number. 
  

  I am not very sure why the new payee details were being discussed ?
  

  I have not made any changes to old payee ****** **** with bank account not new payee ****** **** with UPI id.

  once adding payee with account we cant really alter anything about payee until we explicitly do that in which case I did not. If you look at transactions on 13th April I tried sending it to my dads account which was failed and then I tried instant transfer to my account which was failed but by then account was wrong already Submitted 13 Apr, 2024 9:11 AM EDT
  Reference No. R29 653 691 090 . And then I tried normal transfer which was sent to wrong account number that was on my payee successfully this time Submitted 13 Apr, 2024 9:12 AM EDT
  Reference No. R67 590 099 681 . By the time I started transaction Reference No. R29 653 691 090 account number was already changed on my account which I did not . 
  

  I was very unhappy that this is not being investigated properly by Remitly team .

  the got my money back but due this issue with account being changed amount being sent to wrong account my mothers surgery was delayed and till date I couldnt not send money back. I am still processing this transaction fro  another bank which otherwise might have gone long back if not for Remitly issue. I paid additional interest for 1 month for this money I borrowed for no reason. All because account number was changed. Which is not a small mistake. The amount of stress and trauma is unexplainable because of this.
  

  could you please properly look the right payee and right dates to make sure this is investigated properly. 

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  REFERENCE NUMBER: *** *** *** *** **. REMITLY. March 15,2024. I made a remittance of $80.00cad to ********************* in *****. Minutes later, I realized there was an error in the recipient mobile number. I phoned Remitly to cancel the transaction. I was assured that a cancellation notice has been issued to ***************** Wallet and to *** for the funds. to be reversed to my bank account within 48 hours. On March 27, I was assured by '****' that the refund has been processed, and I should expect the reimbursement by April 1 with an email follow-up. Nothing! To date, I have made 9 phone calls to Remitly customer service with each agent telling a different story.

  Business response

  10/04/2024

  ***************************
  8633 *************, 
  ******, 
  BC V4N 5W1
  Phone number *************** 
  Email *******************
  
  Better Business Bureau Canada Reference: ********
  Our reference: ********

  Dear ***************************,

  I am writing to you in response to your complaint to Remitly, regarding transaction reference **************. On March 15 2024, you transferred CAD ***** to a beneficiary in ******

  You contacted us on March 16 2024, to advise that the recipient had not received the funds. Later that same day, you advised us that you entered an incorrect beneficiary mobile number, 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. The partner bank is still awaiting a response from the Mobile money provider, regarding your transaction.

  I have contacted the partner bank on your behalf and asked them if it is possible to cancel the transaction and refund the amount to you. However, this is done on a best endeavors basis and is at the discretion of the partner bank. It seems unlikely that the funds will be returned, but we will update you if there is any new information.
  
  I understand you've reached out multiple times for updates, despite our promise to keep you informed. Please accept my sincere apologies for our lack of communication and for any inconvenience this may have caused you.

  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

  16/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: based on multiple interactions with Remitly ***************** I was made to understand that refund  process was underway. In view of this, I trust the partner bank will do the needful and best endeavor practice to ensure a just resolution expeditiously.
  
  Sincerely,
  
  ***************************

  Business response

  29/04/2024

  ***************************
  BC V4N 5W1
  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 transaction. 
  
  This is the update on a recent case involving the transaction ************** that was submitted with incorrect information.
  
  As a gesture of goodwill and our commitment to customer satisfaction, ********************** has taken proactive steps to resolve the issue. Upon review today, it was confirmed that you have successfully canceled the transaction. In accordance with our procedures, a refund was immediately processed through our rapid refund gateway, ********
  
  We anticipate that the refund should appear on your account on the same date as the cancellation. However, due to varying banking policies, it may take between 1-2 business days for the refund to be fully processed and visible in the customers account.
  
  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. 
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.

  Regards,

  Customer response

  02/05/2024

  
  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

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Remitly to send money to *********** on Thursday March 28th 2024 the company promises the money would reach in minutes but it didnt and it has been 4 days as I am writing this I contacted the company through their chat service since they dont provide a phone number to call their customer service and all they keep saying is they need 24 to 48 hours that their partner bank has technical issues, I have contacted them more than 10 times and they keep saying the same thing I have asked them to refund my money but they havent given me a straight answer all I want is a refund, the whole experience has been awful. I dont see any reason why they cant cancel the transaction and give me back my money since the recipient hasnt received the money.

  Business response

  09/04/2024

  *********************
  ***************************************, 
  ******, 
  ** L1P 1X1
  
  BBB Reference: ********
  Our Reference: ********
  Transaction Reference: ************
  
  
  Dear *********************,

  We are writing in response to your BBB complaint logged on 03/31/2024 in relation to the transaction referenced ************. 

  You have indicated that you sent funds to *********** on Thursday 03/28/2024 with the expectation, based on Remitly's advice, that the transaction would be completed within minutes, which did not happen. In the absence of a customer service phone number, you reached out to Remitly via chat, only to be told repeatedly to wait an additional ***** hours due to technical issues at the partner bank. Despite contacting Remitly over ten times, the response has remained the same. Upon requesting a refund from Remitly, you've been unable to secure a clear resolution.

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

  I can see you submitted a transaction on 03/28/2024 to a beneficiary in Africa for $100.00 (279,744.00UGX). The original delivery promise was 03/28/24 8:49:26 AM Pacific time. A notification was sent to you advising that your transfer would be slightly delayed due to a processing issue. We were doing everything we could to get things back on track in the next four hours. We apologized for the inconvenience. You contacted us via chat on 03/28/2024 and you were advised to wait 24 hours as there was an issue with the partner bank. As a result, the funds could not be processed and Remitly had to wait for the partner bank to confirm the issue had been resolved. The same day a second notification was sent to you confirming the funds had been successfully sent to *** ****** ***** and expected to be available by 12:49 EDT, on Thursday 03/28/2024.   

  I note you contacted Remitly a number of times between 03/28/2024 and 03/30/2024 looking for updates and a refund. You were advised you would need to wait ***** hours each time. I am sorry for any inconvenience this may have caused. Remitly was awaiting confirmation from the partner bank regarding the matter and until such time as we had received a notice from them, we were unable to successfully process a refund. I can confirm that on 04/03/2024 a refund was processed and a notification was sent to you confirming that we had canceled your transaction and sent the funds to your card ending in 7737. Depending on your bank, it may take up to 10 business days for the credit to appear on your account.

  If you still have not received your refund please contact us. I understand that my colleague deposited $10 credit to your Remitly account as a gesture of goodwill to apologise for the inconvenience.

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

  Thank you,
  Remitly Inc.
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used remitly to transfer fund to my family back home - Pakistan I was charged full price for instant transfer and they failed to complete transfer They are also running adverts online stating if transfer is not completed in 4 hours , they refund us the money and still complete the transfer which is ***** advertisement I been using them for year now but the service has gone down the drain and will make sure to share this with everyone
  

  Business response

  14/03/2024

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

  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 due to the delay in your recent transaction. 
  Upon learning of the situation, I took immediate action and communicated to you yesterday regarding the options available to either cancel or amend the transaction. I have been made aware that you have reached out to our customer service team and opted to amend the transaction details. 
  I am pleased to inform you that the matter has been successfully addressed and resolved. In acknowledgement of the discomfort caused, a credit of $5 has been added to your Remitly profile as a gesture of goodwill. 

  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. 

  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,
  

  
  

  Customer response

  15/03/2024

  
  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

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent money to my brother in ***** by using Remitly app, but my brother didnt get the money.

  Business response

  08/02/2024

  ***********************
  **** ****************
  **************, ** *** *** CANADA
  Daytime Phone: **************
  E-mail: ************************
  
  Re: BBB Complaint # ********
  
  Dear ***********************,
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on February 6, ****. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you expressed concerns regarding a transaction you completed to your beneficiary's account, where the funds were not received. Additionally, you requested a refund for this transaction.
  
  After reviewing your account, we noticed a transfer for $836.33, including the service fee, with the reference number ************ on January 31, ****, intended for your beneficiary, *******************************.
  
  Upon investigation, we discovered a processing failure on the part of our partner in *****, leading to the funds being returned to us.
  
  As per your request, we have canceled the transaction and initiated a refund to your payment method. You should expect the refund to appear within 10 banking days. Should the refund not be visible after this period, please reach out to us for further assistance.
  
  To apologize for the inconvenience caused, we've credited your account with a $20.00 discount, available for use on your next transfer immediately.
  
  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 response

  09/02/2024

  
  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i used remitely a app to send money to india from canada and the amount was 550$ canadian dollars . First they took longer time to process with the money and moreover they did not send money to the right account and when i tries to cintact them and register my complaint the they register my complaint but i didnt get any response or anything from them i even tries to conact them lot of times to ask what is happening and they didnt give me respone . Moreover i ask them to gave me a fair resciept for the transcation and they denied it and still i have nothing for that . i want my refund back
  

  Business response

  04/01/2024

  *************************
  ********************************************* CANADA
  Daytime Phone: **************
  E-mail: ************************
  
  Hello ******,

   

  Greetings from Remitly.

  
  This acknowledges receipt of a complaint case that you have directly filed with the Better Business Bureau (BBB) under complaint #******** concerning your Remitly transaction under Ref# ************.
  
  Careful review of the transaction in question, shows that the issue was initially caused by the wrong account number indicated on the transaction. Note that as per our User Agreement, we will not be liable to you for any losses associated with the execution of a transaction if you don't provide us with the correct, accurate and complete details of your Recipient (including, without limitation, their banking details).
  
  Remitly is in fact, extending hands to our customers to recover funds in this type of situation. We have requested a recall from our relevant partner for a refund. Fortunately, we were advised that the funds were successfully processed and reversed.
  
  We have previously provided you an option to amend or cancel the said transaction. Per checking back, we would like to confirm that we have initiated the cancellation of the said transaction and refund has been processed and as previously advised, the refund will be in **** banking days from today.
  
  To reiterate, we'd like to convey the importance of providing the correct recipient details when processing a transaction and to prevent the same experience, we highly recommend logging in your Remitly profile to delete your existing contact entries for your *** Account.
  
  Currently there are 2 entries and one of which has incorrect information. We suggest you delete both and to simply re-enter the information with updated details the next time that you will be sending funds. This is to ensure that correct and accurate information is saved in the system. Furthermore, please make sure to review the details of your transfer on the summary page prior to submitting it for processing.
  
  Thank you for trusting Remitly. If you have other concerns, you may reach us by clicking on the following links: **************** or ***********************************************.
  
  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. ↩