ComplaintsforRemitly Canada Inc.

• 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.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a Canadian. My wife, young daughter and myself decided to visit my wife's ******** family and in preparation, I told me wife I would like to send some money ahead so when we landed , we could have some working capital and avoid the malls so close to christmas. I sent 10,000 pesos (about $250 CAD) on or about Dec 21, 2023 from my home in canada for pick up in the Philippines. When I went to pick it up, I was impressed by the extreme measures to protect remittances. I had to present my passport and even had my photo taken at the *** ***** in Davao City. A week later I needed more money so I went online. I was shocked to see that someone had taken about $1200 Cad from my same bank account, via Remitly in about 5 withdrawals in one day. I called Remitly Customer Service (Chat) and eventual phone call and just got a complete run around on recovering my money and or getting info I could take to the police. All agent contradicted one another on process and policy but all made it clear I was not getting my money back or info that I could present to the police. I was told the Philippine police would have to go to court and obtain a su***ena to obtain critical info on the perpetrator of this fraud, which I knew was never going to happen. They seemed fully dedicated to protecting the perp and not heling me at all.
  

  Business response

  04/01/2024

  *************************
  **************************************************;
  ** *** ***
  Daytime Phone: ***************
  E-mail: *******************
  
  Re: BBB #********
  
  Dear *************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 30, 2023. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you have indicated that the only transaction you made with your Remitly profile is for the amount of $239.01/10000.00 PHP for reference #************ dated 12/21/23. You also mentioned that the reason you decided to send this amount is for you to have an advance budget when you visit ***************. 
  
  After your first transaction, several transactions were also made on 12/24/2023 under your name, *************************. Transactions were permitted since these were made using the same mode of payment and then several transactions were created for a different recipient.
  
  Part of our investigation are all those sets of questions we sent to you so we can better know you and the purpose of your remittance. 
  
  Our Customer Protection Team then suspended your profile right after we received your report that your account has been compromised.
  
  We also canceled all of those unauthorized transactions and immediately processed a refund back to your account and the last associate tried to inform you about this; however, your conversation was cut short.
  
  It is deeply concerning to learn that someone accessed your account and executed further transfers without your consent. 

  This is a serious matter, and we are treating it with the utmost urgency and care. Our team is actively investigating this incident to prevent any similar occurrences in the future. 

  We take the trust you place in our services seriously, and we understand the importance of maintaining the highest security standards.
  
  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

  13/01/2024

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

  I still need critical info as to how this happened and with which associated agents of Remitly so I can do the best I can at plugging any security holes. The only tidbit of info I received from them was an agent , more by accident, than intent, telling me the name the perp used. He asked if i was xxxxxxx,  or who was xxxxx and whether or not I still wanted them attached to my account. I never authorized any attachments to my account and I'd love to know why I was not informed of them when they were. 

  Remitly was outrageously uncooperative with me during my communications. They even suggested that the police , with whom I wished to file a criminal complaint, would have to get a court su***ena to get any info from them. This is shocking when one considers that *************** is notoriously and grossly back logged by years for even getting jailed suspects to trial, never mind minor administrative inquiries. Furthermore, it's not like the perp is going to reveal their real identity by coming forward with a privacy violation complaint. ******* ** ** **** *********** ** ******** *** **** ** ***** ** ********* ****** ******* * ******** ******** * *** **** ** **** Remitly Canada incorporated at ****************, Canada is doing, ********** * ******** ******** I'm very well versed on the law.

  Clearly Remitly is trying ** ***** *** *** ****** **** ******* *** **** ** ***** **** ***** ******* ********* ** ********* *************** As I said in my complaint, when I claimed my money from them at ***, in a mall kiosk, I was photographed and had to use my passport. What happened here is still a mystery until Remitly accounts for their *** security. They continue to obstruct more than accept responsibility. I am clearly not going to confront the agents but ask them if they had any photo of the perp in case I recognize them and i can get the police involved in that regard.

  I am still vulnerable, absent any info and cannot go to the cops without info to lay before them.
  
  Sincerely,
  
  *************************

  Business response

  17/01/2024

  *************************
  **************************************************;
  ** *** ***
  Daytime Phone: ***************
  E-mail: *******************
  
  Re: BBB #********
  
  Dear *************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 15, 202. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you have indicated that the only transaction you made with your Remitly profile is for the amount of $239.01/10000.00 PHP for reference #************ dated 12/21/23. You also mentioned that the reason you decided to send this amount is for you to have an advance budget when you visit ***************. 
  
  After your first transaction, several transactions were also made on 12/24/2023 under your name, *************************. Transactions were permitted since these were made using the same mode of payment and then several transactions were created for a different recipient.
  
  Part of our investigation are all those sets of questions we sent to you so we can better know you and the purpose of your remittance. Based on our investigation we found out that your account has been compromised as you reported that there is unauthorized transaction. We canceled all of those unauthorized transactions and immediately processed a refund back to your account and the last associate tried to inform you about this; however, your conversation was cut short.
  
  We understand that you wanted to know additional information about how your account was compromised. Trust that the Remitly profile where your account has been utilized is now showing as suspended in our record and will no longer be available for future use. Please understand that we will not be able to disclose any further information pertaining to the said profile. For more information, you may click on this link: *************************************************************************** to be directed to our support page on How you can use Remitly safely. 
  
  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

  17/01/2024

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

  This is nonsense.

  Remitly did not willingly refund my money, rather yanked me around, as they say, and refused to do so. If indeed they were willing to refund these monies they could have easily communicated that to me, or made the offer in initial chats. They clearly, in several chats and subsequent phone call, refused to reimburse me for my losses and are now reliant on a voice conversation, of which I have no copy. During the conversation they again made it clear that I was not getting a refund and even went as far as saying that if I wanted to report this crime to the police, the police would have to get a ******** from the courts - they didn't say which one, the ********** or ******** or ********- which they knew or ought to have known was never going to happen, for any info.

  If they wish to continue suggesting that it was I, or the ***** here in ***************, who ended the call abruptly as they were willing to refund me without any further aggravation, let them produce the audio recording of the call. It was only when I indicated to several related parties, included my ************ that advocated for me, that I had a legal claim prepared and wanted the names of their ******** CEO, for service of that claim, that they paid me. My account was closed because I ordered it closed. I am obviously not going to reuse this service after what happened.

  It's interesting to note that, in no part of their response, do they indicate what sort of scrutiny was used when making the payout, or did they ever contact me for verification. These amounts are not to be debited to bank accounts or credit cards until the amounts are collected, so how and where were they collected ? They won't say and it's not because of a genuine concern for security. ******* **** *** ********** *** ********** ** ***** ******** *** ***********

  If Remitly wishes to defend the indefensible, please ask them to produce the audio recording to me, or speak to the matter of their refusals at indemnifying me for my loss in repeated chats and let them demonstrate integrity by cooperating with the police, giving them evidence for an investigation.

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sent money to my sick mother and the money went to wrong recipient.The full name on the receipt doesnt match the wrong recipient name.I need Remitly to reverse the funds to the right recipient

  Business response

  20/12/2023

   

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

  ***********************************************************
  Daytime Phone:
  **************
  Email: ********************

  Re: BBB Complaint ID: ********

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

  Greetings from Remitly!

  We are hoping that all is well with you.

  We are writing in response to the complaint that you filed with the Better Business Bureau on December 12, 2023. We are sorry to hear about your experience and appreciate you letting us know about your concern.

  Thank you for your patience as we review your complaint. Weve gone through your Remitly profile and based on our records, the transfer you made with reference number **************, amounting to $474.61, was completed. A completed transfer means that the funds were successfully deposited into your elected beneficiarys bank account.

  Since you have reported that the mobile number is incorrect, weve coordinated this with our partner bank in *****. As one time courtesy, Remitly returned the funds to your account since you have been a loyal and valued customer of Remitly.

  We are happy to inform you that the amendment was successful, and now canceled the transaction, please be aware that the refund will be processed within minutes December 20, 2023, please note that the refund may appear before charge depending on the timing of cancellation.

  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. Customer Service can be reached 24 hours a day, seven days a week at **************.

  
  Thank you,

  Remitly Inc.
  

  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Remitly closed my account and they cannot provide any reason why they cancelled it They just saying they cancelled coz it goes against their policy.But when i read their policy there was nothing wrong that i did against their terms and conditions.

  Business response

  13/10/2023

  ****** *****
  *** ***** ******* ** *** ******** ** ****** *** ******* ****** ***** ******** ******* ***********************
  
  Re: BBB Complaint ********
  
  Dear ****** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on October 4, 2023. Thank you for bringing your recent experience to our attention.  
  
  We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements. As part of our verification and security procedures, we have reviewed your Remitly profile and we regret to inform you that based on the result of our investigation we cannot reinstate your account. 
  
  As mentioned above, we are a regulated financial services company and must comply with banking regulations. To comply with these policies and regulations, we will not be able to share specific details aside from the result of our review. You may visit our User Agreement for more details.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Please feel free to contact us again if we can be of any further assistance. Customer Service is available through chat 24 hours a day, seven days a week at **************** *** ** ***** ** * ***** *** * *****
  Thank you,
  
  Remitly, Inc. 

  Customer response

  21/11/2023

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

  Since they didnt mention what wrong i did.
  

  Sincerely, 
  

  ******
  

  Business response

  01/12/2023

  ***********************
  **************************************************************************************
  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 October 4, 2023, and the response we received on November 21, 2023. Thank you for bringing your recent experience to our attention.
  
  We took a second look at your account in view of your concern. It is with regret though that we cant reinstate it based on the result of our investigation. We cant also provide you with the details of its closure to protect the integrity of our system. Rather, you can view our User Agreement on our website to better understand what happened. We understand how this could have been frustrating for you, but like any other financial services we need to deploy rigorous procedures in order to meet security and compliance requirements.
  
  It is necessary that our customers are using our service in the most legal and responsible way. That guarantees that we continue to offer our customers a reliable, affordable and secure way to send money. To manage risks and protect our customers, transfers undergo a standard review process. That is why, Remitly and its banking partners follow the prescribed government-mandated verification requirements. This includes validating customers' personal information and requests of supporting documents for verification.
  
  As mentioned above, we are a regulated financial services company and must comply with banking regulations. Therefore, we are expected to mitigate the risk of relevant financial fraud as well as prohibit activities that may dismiss our license.
  
  Thank you for understanding our need to create a safe environment for our customers.
  
  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, ****

  Customer response

  01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Of incomplete information on their user agreement 
  Sincerely,
  
  ***********************

• Initial Complaint

  21/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used remitly to send money to someone in the ** for ***** CAD. The transaction was on Aug 4, 2023. Transaction number is *************, promised delivery date was Aug 15. On Aug 14, I got email confirmation that it was deposited at 14 Aug, 2023 4:33 AM PDT. I reported to ******, and Escalations Specialist through email the transaction did not go through. No email reply or update. I called on Aug 20 and was informed again it was deposited successfully and they gave me a transaction number the recipient can give to their bank, **** of America. Partner Transaction **************. The recipient called BoA and they could not pull it up and there is no record of the money. I called again Aug 21 and was informed the same thing. I dont know where my money is. **** **** **** ****** *** *** ********* ** ******* ***** **** ********* ** ***** **** **** **** *** ****** * **** ***** **** ** ****** ****** ** ***** ***** *** ********* ****** ** ** **** *** *** *** ********* ****** ** ***** **** **** **** *** ****** Please help me get my money back. Thank you *

  Business response

  31/08/2023

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 21, 2023. Thank you for bringing your recent experience to our attention.  
  

  We have reviewed your account and found the submission of the transaction with reference number ************* amounting to $2255.00 on August 4, 2023. You opted to send money using our *************** by using your checking account. Hence, the payment has to go through the clearing process which usually takes 3-5 banking days. 
  

  On August 11, 2023, we confirmed that the payment was successful. The funds were then forwarded to our partner bank for processing. Due to the bank processing time, the transfer was confirmed completed by the bank on August 14, 2023. 
  

  When you reported that the funds were not received by the recipient, our **************** escalated the concern to our Escalations team. Our Escalations Team worked closely with our partner bank to trace the funds. Our team then determined that the funds cannot be deposited into the given account due to invalid beneficiary details. At your request, we have canceled the transaction and processed a refund.  
  

  Our team also added a total of $40.00 discount on your Remitly profile. The $20 discount was applied towards your transfer with reference number ************. As of the date of this writing, you have an available discount of $20.00. 

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

  Remitly, Inc. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: July 07 2023 From Canada to ***** Amount paid: 750 CAD (converted to ********* INR)Transaction Number: ************ I used the express option for instant money transfer to my *********** account.Payment was withdrawn from my ******** account on 06 July ********** pm. It has been 12 hrs now and the money hasn't been received at the beneficiary account.They promised a 12hr resolution because of partner bank maintenance.When I called them again, they mentioned they need 24 to 48 hours for the partner bank to release funds.Everytime, it has been a different reason. I need the money urgently in *****.I want the money to be transferred to the beneficiary account immediately.

  Business response

  15/07/2023

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 7, 2023. Thank you for bringing your recent experience to our
  attention.

  In the complaint, you have indicated that youve sent $750.00 to ***** and the transfer was delayed. You also mentioned that Remitly should complete the transfer. 
  

  We reviewed your Remitly profile and found the transaction with reference number ************ in the amount of $750.00 submitted on July 6, 2023, at  5:02 PM Pacific time with a delivery promise of July 6, 2023, at 12:33 PM Pacific time. 

  The transaction was immediately approved by Remitly and was forwarded to the  partner bank for processing, however, the bank was not able to provide us with the final state. If this happens, we need for the partner bank  to complete reconciliation or manual settlement which usually takes 3 working days. On July 9, 2023, we received confirmation that the bank rejected the transaction. Our team then reprocessed the transfer which was completed on July 9, 2023, at 12:26 PM Pacific time. We then notified you of the status via email. A member of our Escalations team also reached out to you to check in and make sure that the money was deposited into the intended receiving account in which you confirmed. 

  Our team also added a $75 discount on your Remitly profile that you can use on your next transfer. 

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

  Thank you,

  Remitly, Inc.

  
  

  Customer response

  17/07/2023

  
  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,
  
  *************************

*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. ↩