ComplaintsforRemitly Canada Inc.

• Initial Complaint

  25/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried Remitly's services last night (Sept. 23 at 9:35 p.m. MT) for the first time. I wanted to send money to my bank account to the ***********. I chose Interac as a way to send the fund to Remitly. Remitly sent me a "request for money" email and I transferred $480 to fund the money transfer because they have a promotion for first time users where they will give $20 that would then round up my total transfer to the *********** to $500. I received a confirmation from my bank saying that the money has been deposited to Remitly's account *********************************** I started to worry because the Remitly tracker did not change status. It's still showing AWAITING FUNDS up to now (Sept. 24 9:20 p.m. MT). I reached out to **** and the agent said that the money has been deposited as of 11:00 PM MT the night before and that there is nothing they can do to help me. I've been on the phone with Remitly multiple times (chat and call) and they are insisting that they have not received the funds. That money is for my son in the *********** and he needs it urgently. I am now worried because even if I cancel the transfer, I don't know who will give my money back because both CIBC and Remitly are claiming it's no longer/not with them. I tried reaching out to ******* but they have a voice mail saying that they don't hold money and they have no way to trace the money, and that I should call my bank. Then again, bank is saying there's nothing they can do as they have already deposited the money to Remitly's account. Please help me, I'm stuck!

  Business response

  02/10/2024

  ***** ****** ***
  AB T5X 3R1 CANADA
  Daytime Phone: ************
  E-mail: *********************************************
  
  BBB Reference: #********
  Remitly Reference: 47664336
  Transaction Reference: R55359750861 
  
  
  Dear ***** ******, 
  
  We are writing in response to your complaint logged on 9/25/2024 in relation to transaction R55359750861 .
  
  You have indicated that you submitted a transaction which was delayed and did not meet the expected delivery promise. Additionally, you mentioned that you are happy to consider a refund or also satisfied if the transaction is completed. 
  
  On review of Remitlys records, it shows that the transfer was delayed but transferred to the recipient account. I would like to explain the details of the transaction and how the delivery process works in this case.
  
  Remitly works hard to deliver money quickly and efficiently, however, sometimes delays can take place. These delays can be due to the following reasons: 
  
  
  -Identity verification: We may need more information to verify your identity, so we can keep your account safe and prevent fraud. Take a look at our article on completing the verification process for more details.
  -Pending sending limit increase: If youve recently requested a sending limit increase, transfers with an amount above your tier limit wont process until the request is approved.
  -Incorrect recipient information: If theres a problem with your recipients delivery information, you can edit the transfer to fix any problems. Once its fixed, well attempt to deliver your transfer again.
  -Transfer being reviewed by our delivery provider: Just like us, our delivery providers have a responsibility to review and confirm that every transfer meets international regulations. We'll let you know if we need any additional information.
  -Delivery provider temporarily unavailable: If the bank or cash pickup provider is experiencing an issue, your transfer may be delayed. Well process your transfer as soon as theyre available. You dont need to take any action.
  
  You can read more about this here: ***********************************************************************************;
  
  By accepting the User Agreement as indicated below, you consented to receive and view disclosures, notices, statements and other communications (collectively, Communications) from Remitly relating to your account electronically by any of the following means:
  
  -Text to your mobile phone number associated with your account (which may include a link to Communications on our website or in our Service);
  -To your email associated with your account; or
  -Notifications from our web or mobile application.
  -Delivery by any of these means will constitute proper notice to you under applicable law. You acknowledge that Communications will include, but may not be limited to, the following:
  -Our website, Privacy Policy, or User Agreement (Legal Policies and Agreements);
  -Disclosures and/or amendments we may provide you under our Legal Policies and Agreements;
  -Activity and any other information regarding your use of our Service and account;
  -Receipts, confirmations, status updates, authorizations and transaction history for your account
  -Communications regarding the resolution of any claimed errors; and
  -Communications required or permitted by law or regulation.
  
  The chance of potential delays are also outlined in the user agreement. I would like to draw your attention to the sections of our User Agreement which outline the relevant sections applicable to this case: 
  
  -We highlight in our user agreement that we work with banks and third party outlets to send funds to the recipient. 
  
  4. RECEIVING A REMITTANCE
  Service Providers. We work with local banks and other third party outlets (each, a "Service Provider") to make funds available to Recipients. As a Sender, you are appointing your Recipient as your agent for the purpose of receiving funds transmitted through the Service. We try to provide current information on our website about the location, availability, and hours of our Service Providers. However, we are not responsible for any inaccurate or incomplete information that may be posted on the website.

  -Section 5 outlines that your Remitly transaction may be delayed:

  5. IMPORTANT SERVICE RESTRICTIONS
  
  Delays. Your Transaction may be delayed by our effort to verify your identity and validate your Payment Instruments and otherwise comply with laws or manage our financial risk. You may be entitled to a refund in certain circumstances and you may cancel your transaction at any time while it is pending.
  
  I have reviewed the transaction associated with the Remitly account in question. The transaction was submitted on 2024-09-23 19:25:52 PT. You received an email notification at 2024-09-23 7:26PM, approximately 30 seconds after the transaction was submitted. This stated Dear ***** ******, Your transfer is not yet complete. To complete this transaction, accept our Interac e-Transfer money request you'll receive by email or SMS. It may take up to 4 hours on Saturdays. Avoid transfer cancellation by accepting our money request within 72 hours. After accepting the request, it can take up to 13 hours to process your transfer.Thanks for using Remitly. To this request you proceeded with selecting Interac e-Transfer which indicated the delivery time to be 24 Sep, 2024 7:54 AM MDT. 
  
  At 2024-09-24 23:25:47 PT Remitly sent you an email mentioning Dear ***** ******,We have confirmed funds were deposited to your recipient's Bank of the ****************** account. Your transaction is complete and we hope to see you again. Thanks for using Remitly indicating that the transfer had been completed at that time. 
  
  As per our user agreement if there is a delay in the promised delivery time we refund the transaction fees: 
  
  7. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  
  Delivery Promise. Before you submit a Transaction, and in your Transaction receipt, we will provide you with an exact date and time when you can expect your money to be delivered. If the money is delivered after the date and time we display both prior to sending your Transaction and in your receipt, you are eligible for a refund of the Service Fees we charged for the Transaction. To receive this refund of the Service Fees, you must contact us here or use the contact information at the bottom of this Agreement.
  
  Ive checked the transaction and can confirm that no fees were taken therefore you would not be eligible for a fee refund. However, I see that $20 was credited to your Remitly account due to the delay, which we have offered as a gesture of goodwill and I hope this resolves the issue for you. 
  
  If you have any further questions please feel free to contact Remitly.
  
  Kind regards, 
  
  Remitly Complaints Team
  
  

  
  

  Customer response

  03/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am not at all pleased as it was clear that they did not understand the basis of the complaint.  My money transfer was successfully processed after a stressful ordeal with them, and pursuing the case will just add to the stress that I have already experienced.  Hence, I'm presenting this "as if I am satisfied" since I no longer want to waste our time (yours and mine).

  I just want to document that I was not complaining about the delay in transferring the money to the recipient. I clearly stated that it is the fact that no one can confirm where my money was after transferring funds to Remitly's ******* account. I hope they can be reminded that the process is that (1) the sender transfers funds to Remitly, then once received, (2) Remitly will send it to the recipient's account.  It's actually on step one where they faltered...not step two which is what they were trying to explain at length in their response. I would have appreciated it if someone from Remitly could have advised me that they already received my money. No one was able to do so despite multiple chat and calls.  As explained, their tracker just kept on showing AWAITING FUNDS and the countdown they've set for me to send the money to them was continuously moving to show less and less time. I'd like to also point out that the dates they mentioned are just messed up since they gave different time zones.  Some are not even aligned with the records that I have, which I can confidently present if we were in court.

  At this point, I am already at ease since the money was already transferred to the recipient's account.  However, I will no longer use Remitly (even with the $20 credit they gave me) because of the stress they brought upon me. The higher amount that recipient's get by using Remitly is not just worth it.  

  I appreciate your time looking into this matter for me.  I am no longer expecting any action at this point.

  Sincerely,
  *****

• Initial Complaint

  16/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1. I transferred $999 CAD (Canadian Dollars) to a **************** account in *****, on September 14, 2024, at 1:05 PM.2. The estimated time was given as September 14, 2024, by 4:20 PM EDT.3. The money was not received by the recipient in the given timeframe.4. So, I contacted the customer service of the company, ************************. **************** Agents, on calling 4 times, gave different answers and there was no consistency in the provided solutions.5. One agent, named ********, informed me that the transfer might complete in 24 hours.6. Another agent, named *****, declined to commit to that timeframe given by ********, and said that it might take 3 business days.7. I opted for Express Remittance, for which I have to pay higher conversion fees, in exchange for a faster remittance service.8. But after *****'s comment about 3 business days, I believe that the company has cheated me by giving false advertisements about **************** and taking advantage of the money transfers.9. They also have another format of the service, which they call ****************** which takes about 3-5 business days to transfer the remittance. And which has a lesser fee in exchange for a slower service.10. So, I believe that Remitly has cheated me by providing another service format which charged higher fees, and provided not only a slower service, but also has not completed my transaction.11. I also submitted a complaint via Remitly's website.12. Reference number for the transaction is R58541069455.

  Business response

  19/09/2024

  *********************************
  ***************************************************
  Phone: **************
  E-mail: *************************************
  
  Re: BBB Complaint ID: ********
  
  Dear *******,

  I hope this message finds you well. I am following up on the concerns you raised regarding your transaction (R58541069455) submitted on September 14, 2024. First and foremost, we sincerely apologize for the delay in processing your transfer and the inconvenience this has caused.

  Your transaction was expected to be completed on the same day, as indicated when you selected our *************************** Unfortunately, the transfer was not finalized until September 17 due to a technical issue with one of our payment partners. We fully understand your frustration, especially since you chose the **************** which typically ensures faster transfers. We regret that this issue impacted the timely delivery of your funds.

  We recognize the importance of timely remittances and the trust you place in us to meet our commitments. The delay you experienced does not reflect the high standards we strive to maintain, and we have taken steps internally and with our partners to prevent similar issues in the future.

  Regarding your interactions with our customer service team, I would like to personally apologize for any inconsistency in the information provided during your calls. Our aim is to offer clear and accurate guidance, and I understand that receiving conflicting details may have added to your frustration. Rest assured, we are reviewing this internally to ensure our agents deliver consistent and reliable responses to all customers.

  Additionally, we attempted to reach you by phone yesterday to discuss the situation in more detail and gather your feedback, but unfortunately, we were unable to connect. Please know that we are committed to providing the highest level of service and are available to assist you at any time that is convenient for you.

  As a gesture of goodwill, we applied a 5 CAD credit to your account on September 16, which you have already used for transaction R91143451070 on September 17. While the credit has been utilized, we remain fully committed to supporting you and improving your experience with Remitly moving forward.

  We understand how vital it is for you to rely on Remitly for fast and secure money transfers, and we regret that we were unable to meet your expectations on this occasion. We are actively working with our partners to ensure that such issues do not recur and will continue to enhance our processes to meet customer expectations.

  This serves as our final response on the matter. Your satisfaction is our top priority, and we remain committed to providing the highest level of service to all our customers. I hope this resolution meets your expectations.

  Should you need further assistance or have additional concerns, please feel free to contact us at your convenience.

  Thank you again for your understanding.

  Warm regards,

  Customer response

  19/09/2024

   
  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

  16/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I transferred ******* CAD from my international bank account to my *********** account on 29 July. The transaction went on hold I dont know why, and so I canceled the transaction. Its been 15 Business days My money has not been refunded to my bank account. Whenever I call remitly they reply that investigation is being held. I have provided them my bank statement showcasing no refund. Still no answers

  Business response

  20/08/2024

  ***********************
  ****************************
  *******, ON M1L 2X7
  Phone: ***************
  E-mail: ************************
  
  Re: BBB Complaint ***********
  
  Dear Rolika,
  
  I hope youre doing well.
  
  Thank you for reaching out to us and sharing your concerns regarding the CAD ******** transfer that you initiated on July 29th. I completely understand how concerning it can be when youre waiting for a refund. I sincerely apologize for any stress or inconvenience this situation has caused you.
  
  I want to reassure you that weve thoroughly reviewed your case. Our records confirm that the refund for your transaction was processed on July 29th, the same day you requested the cancellation. Typically, refunds should appear in your bank account within a few business days, but in some cases, they may take longer depending on your bank's processing times.
  
  Since it had been 15 business days and you could not locate the refund in your account, we recommended providing your bank with the following ARN (Acquirer Reference Number) to assist them in tracing the transaction: ***********************. This number is a unique identifier that your bank can use to locate the refund within their system and provide you with further assistance.
  
  I am glad that I had the opportunity to speak with you today and hear that you were able to see the refund for transaction R99376507001 in your bank account. I understand how important this resolution is to you, and Im happy we could clarify the situation together.
  
  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

  21/08/2024

   
  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.
  

  I got my refund.
  
  Sincerely,
  
  Rolika Verma

• Initial Complaint

  13/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a transfer on the 18th of July and called shortly after making the complaint - the officer asked me if I was related to this person, I said No but its fraudulent. He put my account on suspension but let me know that he will get a refund for me in 2 business days. After 7 days, I called again with the same questions, if I knew the person, I said Yes but asked me how I was relatedto the ********** said I was not related to the person however its fraudulent. Now, the 2nd ***** said, to give him till 10th of August, that he was reaching out to the receipents bank its 13th of August and nothing. .. I called today at 12:55MIDNIGHT & the rudest, inconsiderate lady spoke to me..sorry yelled at me, wouldn't let me speak and kept cutting me off.. 3rd ***** wouldn't give me access to my account or reference number to call my bank! I'm reporting this to BBB. I need a solution. I was told ill get a refund by Sunday (11th August) but nothing but rude & inconsistent *****s. I need my refund. Customers beware

  Business response

  14/08/2024

  Dear Ms. **************** hope this email finds you well. This is our final response to this matter. 
  

  I can understand how distressing this experience has been with us. Your frustration is completely understandable, especially given the serious nature of your situation. I deeply regret the confusion and inconsistent communication you've encountered, and I want to assure you that your concerns are being taken very seriously.
  

  After reviewing your case, I see that you reported the transaction as fraudulent on July 18th and were informed that we would attempt to reverse the transaction by contacting the recipient's bank. While our representative explained that we would do our best to retrieve the funds, it was communicated that this process was not guaranteed and typically takes ***** hours for our provider bank to respond. Unfortunately, despite our efforts, it appears that the recipient was able to withdraw the funds, which means they are not recoverable at this time.
  

  I deeply regret that this outcome has not met your expectations and that the communication around this process may not have been as clear as it should have been. I also recognize the additional frustration caused by the inconsistent responses and the poor treatment you received from our representatives. No one should feel dismissed or unheard when seeking help, particularly in such a stressful situation. I will ensure that your experience is reviewed internally and that the necessary corrective actions are taken to address these service failures.
  

  I also noticed that there was some confusion during the interactions about your relationship with the recipient. While you may have tried to explain that you knew the recipient on a commercial level but did not have a personal relationship, this seems to not have been fully understood by the associate, leading to significant friction in the final interaction. Nevertheless, it's important to note that you have only reported the transaction as a scam to avoid future issues, and despite other transactions being commercial in nature, you have not had previous issues. The suspension of your account should have been handled as an educational warning to be careful next time in case you decide to continue using the services for commercial purposes.
  

  However, keep in mind that our services are not intended for sending money to unknown parties, and as such, these transactions are conducted at your own risk. Remitly cannot be held liable for any losses incurred or for the non-delivery of products or services paid for through our platform.
  Nonetheless, given these findings, your account can be reinstated, but unfortunately, a refund cannot be issued, and you will be liable for the transaction. I will be sending formal feedback to the customer support teams involved to address the mishandling of both interactions. In recognition of the unfair treatment you experienced, I have added a $60 compensation to your account.
  

  I made two attempts to contact you directly, but it seems the calls did not connect properly. To prevent further delays and additional inconvenience, I have proceeded with the reactivation of your account. Again, I sincerely apologize for the inconvenience and frustration this situation has caused, and I hope this resolution meets your needs.

  Thank you for bringing this matter to our attention. Your feedback is invaluable, and we are dedicated to making things right. Please feel free to contact me if you have any further questions or need additional assistance.
  

  Regards,

  Customer response

  18/08/2024

   
  Complaint: 22133425
  
  I am rejecting this response because:

  1. I was told that the money should be back in my account within ***** hrs. NO ONE RESPONDED. after which, I was told that you will be disputing the money with the bank in ***** as they asked for the issues which I didn't hear back from you on that. 

  2. I NEVER told you that it was for a stranger or for goods and services either. You guys kept putting words into my mouth over and over. I'm guessing your strategy is to keep pushing clients and then wasting time till its outside thecollection timeframe because NO ONE updated me. I kept calling you guys to ask for an update.

  3. The last agent I  spoke with is the worst agent I've ever spoken to in my life.  Very rude, very dismissive. Even the voicemail you left was very dismissive. Then I asked to reinstate my account and you said NO that my account is fraudulent and just got it reinstated because of my complaint here. 

   

  4. The only promise you've made which you haven't fulfilled is NOT in my account. $60 nowhere to be found 

  I want my refund back. yoy guys delayed and delayed until the receiver cashed out the money. Do your job. I was very nice and polite throughout the times I called. 

   

  
  Sincerely,
  
  Moyin Oso

  Business response

  23/08/2024

  Moyin Oso
  N/A, BC V6B 1S1
  Phone: **************
  E-mail: ******************
  
  Re: BBB Complaint ID: ********
  
  Dear **********,
  
  Thank you for reaching out and sharing your concerns with us. I want to start by sincerely apologizing for the frustration and inconvenience this situation has caused you. We understand how important it is to resolve these issues, and I appreciate the opportunity to address them directly.
  
  On the 18th of July you submitted the transaction R32285063431and this was completed on the same day.
  
  On July 30th, you reported the transaction R32285063431 as fraudulent, and we immediately began the process of attempting to reverse it by contacting the recipients bank. As explained by our representative, while we did our best to retrieve the funds, the process was not guaranteed and typically takes ***** hours for our provider bank to respond. Unfortunately, despite our efforts, it appears that the recipient was able to withdraw the funds, making them unrecoverable at this time. Im truly sorry that we were unable to recover the funds and for any communication gaps you experienced during this process.
  
  You initially informed us that the transaction was for services you needed but that what you received was not what you expected. You also mentioned that the receiver was unresponsive and that you had no prior relationship with them, referring to them as a seller. Later, you indicated that the seller was actually a friend. We apologize if our team misunderstood your situation or if it seemed like we were putting words into your mouth. Our intent was solely to gather accurate information to assist you in the best way possible.
  
  Im very sorry to hear about your negative experience with one of our agents. This is not the level of service we strive to provide. Regarding your account reinstatement, I want to clarify that the decision to reinstate your account was based on a thorough and exhaustive review of your account history and activity. The review process is designed to ensure that we make fair and accurate decisions, and was not influenced by any external complaints. Your account was reinstated because our review determined that it was appropriate to do so.
  
  The $60 credit that was promised has been applied to your Remitly profile. You can view this credit in the "rewards" section of your account. Additionally, this credit will automatically be applied as a discount on your next transfer with us.
  
  This is our final response to this matter. I understand that this situation has been incredibly frustrating, and I regret that our efforts did not lead to a more favorable outcome for you. We value your feedback and will use it to improve our services.
  
  If theres anything else I can do to help, or if you have further concerns, please dont hesitate to reach out.
  
  Thank you for your patience and for allowing us to address these issues.
  
  Best regards,
  

• Initial Complaint

  31/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 9999$ CAD to Remitly Canada, which I wanted to send money to my brother in ***** for his education. But, they transferred the money to the wrong account without verification. I have contacted them multiple times about this issue and asked them to reverse the funds. However, they did not respond, saying they would investigate the problem and get back to me. But they never contacted me with an update. It has been one year now. I am having mental stress because of this situation. I hope this issue can be legally escalated to them.

  Business response

  02/08/2024

  *******************************
  ******************
  1506
  *******, BC V5H 1S7
  Phone: (**************
  E-mail: ********************************
  
  Re: BBB Complaint ID: ********
  
  Dear *****,
  
  I refer to your BBB complaint regarding the transaction R98039115151, which you reported as not received by your beneficiary, despite it is shown as completed in our system.
  
  Complaint Understanding:
  - You reported that you sent through Remitly the transaction R98039115151 totalling $9999 CAD to your brother in ***** but the money was sent to wrong account without verification.
  - You claim you have contacted Remitly multiple times asking for a refund but got no response, only promises of investigation. One year has passed with no updates and you have experiencing mental stress and are considering to take legal action.
  
  Customers Request: You would like to have the refund for the full amount of $9999 CAD related to the transaction R98039115151.
  
  Summary and Findings:
  
  On 05/05/23 transfer R98039115151 in the amount of $9,999.00 was sent to ***************************.
  
  On 05/12/23, you reported that the funds were not received despite in our system the transaction is marked as completed. We conducted an investigation and found that the transfer was sent to an incorrect account number to the Bank of Baroda.
  
  After this, immediately, we contacted our partner bank in *****, SBI, and requested the reversal of the funds. We informed you that a reversal was not guaranteed since the transaction was sent with the details you provided. Cancellation is only possible if our partner agrees to reverse the transfer and if they are able to recover the funds.
  
  Exactly, our partner asked Bank of Baroda: "Hence, we request you to please recover the amount (after obtaining the consent of the beneficiary) and return the same to the under-mentioned SBI account". 
  
  Our partner received a response indicating that to revert the funds the transfer has been paid and a reversal is not possible at this stage. We communicated this outcome to you and we previously attached our partner bank's proof of deposit for your reference.
  
  We understand this situation has caused you significant stress, and we sincerely apologize for any inconvenience caused. 
  
  To prevent future inconveniences, we have removed *************************** from your list of contacts in your Remitly profile. For future transfers, we strongly recommend verifying all recipient details carefully before confirming your transactions. This step is crucial to ensure your funds reach the intended recipient correctly.
  
  Regarding your request for us to to provide a written notification of the interactions SBI had with Bank of Baroda stating that you transferred to an incorrect account number and asking for the reversal of the funds, we regret to inform you that Remitly cannot provide you with the specific documentation and that we do not have control over the operational procedures and policies of our partners. 
  
  While we strive to work with reputable and reliable partners, each partner has its own protocols and standards that they follow independently.
  
  Conclusion:
  - The transfer was sent to an incorrect account number to Bank of Baroda.
  - The funds could not be recovered as the transfer had already been paid. 
  - We removed the recipient *************************** from your list of contacts in your Remitly profile to prevent you from sending to the same incorrect account number.
  
  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,
  
  Remitly Inc.
  

  Customer response

  03/08/2024

   
  Complaint: 22069283
  
  I am rejecting this response because:

  
  Remitly mentioned that they sent money to the given bank information. How did they sent money to different bank branch and different recipient name?
  Who did the verification?
  Who is responsible for verifying the account details should match before transferring the fund?

  How can I get my money back? Answer this question.

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

  Business response

  10/08/2024

  *******************************
  ******************
  1506
  **************************
  Phone: (**************
  E-mail: ********************************
  
  Re: BBB Complaint ID: ********

  Dear *****,

  I refer to your BBB complaint regarding the transaction R98039115151, which you reported as not received by your beneficiary, despite it being shown as completed in our system.

  Complaint Understanding: 
  - You reported that you sent through Remitly the transaction R98039115151 totalling $9999 CAD to your brother in ***** but the money was sent to wrong account without verification.
  - You claim you have contacted Remitly multiple times asking for a refund but got no response, only promises of investigation. One year has passed with no updates and you have experiencing mental stress and are considering to take legal action.

  Customers Request:
  - You are requesting a refund for the full amount of $9,999 CAD related to transaction R98039115151. 
  - You would like an explanation of why the funds were sent with the incorrect information without verification, and who is responsible for ensuring that the account details match the intended receiver before transferring the funds.

  Summary and Findings:

  On 05/05/23, transfer R98039115151 in the amount of $9,999.00 was sent to ***************************.

  On 05/12/23, you reported that the funds were not received despite our system showing the transaction as completed. We conducted an investigation and found that the transfer was sent to an incorrect account number to the Bank of Baroda.

  After this, we immediately contacted our partner bank in *****, SBI, and requested the reversal of the funds. We informed you that a reversal was not guaranteed since the transaction was sent with the details you provided. Cancellation is only possible if our partner agrees to reverse the transfer and if they are able to recover the funds.

  Our partner asked Bank of Baroda: "Hence, we request you to please recover the amount (after obtaining the consent of the beneficiary) and return the same to the under-mentioned SBI account."

  Our partner received a response indicating that to revert the funds, the transfer had been paid, and a reversal was not possible at this stage. We communicated this outcome to you and previously attached our partner bank's proof of deposit for your reference.

  Explanation:

  I understand your concern about the funds being sent to an incorrect bank account and your expectation that we should have checked if the name of the account owner matched the account number. Allow me to explain how our service operates and the responsibilities involved.

  We, Remitly, partner with various banks and financial institutions globally to facilitate the transfer of funds. When you initiate a transfer, we rely on the information you provide to direct the funds to the correct recipient. This process involves our partner banks processing the transaction based on the details you entered.

  It is important to note that we, at Remitly, do not have the capability to verify the recipient's name against the account number provided. This verification process is not something we can perform because we do not have direct access to the recipient banks internal systems. The responsibility for ensuring that the details are correct lies with the sender, as highlighted in our user agreement, Section 5, "Receiving a Remittance," subpoint 6, which states that it is your responsibility to make sure your transaction details are accurate.

  We strongly advise our customers to double-check all recipient information before completing a transaction to ensure accuracy and prevent errors. Unfortunately, once the funds are sent to the provided account number, it is challenging to retrieve them if the information was incorrect.

  We understand this situation has caused you significant stress, and we sincerely apologize for any inconvenience caused. We have removed *************************** from your contacts to prevent future inconveniences. Please verify all recipient details carefully before confirming transactions to ensure funds reach the intended recipient.

  Regarding your request for documentation of SBI's interactions with Bank of Baroda, we cannot provide this as we do not control our partners' operational procedures. Each partner follows its own protocols independently. While we strive to work with reputable and reliable partners, each partner has its own protocols and standards that they follow independently.

  Conclusion:
  - You sent the transfer R98039115151 to an incorrect account number to the Bank of Baroda. 
  - The funds could not be recovered as the transfer had already been paid.
  - We removed the recipient *************************** from your list of contacts in your Remitly profile to prevent you from sending to the same incorrect account number.

  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,

• 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,
  
  ****** ****

*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. ↩