Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a transfer to a bank account abroad and the money was never received. Ive sent them proof and still no resolutio

  

  Business Response

  Date: 04/09/2025

  ***** *********
  ******************************
  Daytime Phone: **************
  Email: ********************************
  
  Date: Apr 9, 2025
  Re: Complaint Number 23167868
  
  Dear ***** *********,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 4/6/2025. Thank you for bringing your recent experience to our attention.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.

  In your complaint, you mentioned that you sent a transfer to a bank account abroad, but the funds were never received, and you requested a refund.

  Our team initiated an investigation with our delivery provider to resolve the issue. As part of this process, we confirmed that the funds for transaction R36932668286 were returned to us by our delivery provider. We also see that you have disputed the charge with your bank. As a result of this chargeback, the payment was reversed to your bank.

  We will accept the chargeback, so no further action is needed on your part with us. At this stage, we recommend allowing your bank to complete the chargeback process and confirm the final outcome.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim with *************** to remitly and they said they give me my money 1275$ back because I tried to cancel the transaction and the claim was denied and Im not sure why I need my 1275$ if they have to deduct the 1275 from the other persons account or cancel my ******************** account so be it but I need my 1275 back, they told me *************** had the money and that was a lie

  

  Business Response

  Date: 04/03/2025

  *************************
  *************************************************************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  Date: Apr 3, 2025
  Re: Complaint Number 23154682
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 04/03/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported that you submitted a claim to your bank, ***************, and attempted to cancel a transaction in the amount of $1,275, but the claim was denied. You also mentioned being informed that the funds were still with ***************. You are requesting a refund of the $1,275 and have suggested that Remitly either deduct the funds from the recipients account or close your ********************** account if necessary to resolve the issue.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation, we found you created a Remitly account on January 17, 2025 and completed your first transaction. Our records show that your Remitly account was created on January 17, 2025, and your first transaction was completed that same day. The transaction referenced in your complaintR59629083592was initiated on January 18, 2025.
  
  On February 1, 2025, we received a chargeback related to this transaction. You informed us that you were paying for a service that was ultimately not delivered by the recipient, which led you to file a dispute with your bank.
  
  While we understand the frustration caused by such situations, it's important to clarify that Remitly does not assume responsibility for the quality or delivery of goods or services provided by third-party recipients. As outlined in our User Agreement, once a transfer is successfully completed, we are not able to guarantee refunds.

  Specifically, under Section 9, ***************** Restrictions, subsection 4 (Commercial Transactions), the User Agreement states: We are not responsible for the quality or delivery of goods or services for which you pay a Recipient by using the Service. You accept that using the Service to transfer funds for payments for goods and services is at your own risk.

  Additionally, before confirming a transfer, our app displays the following message: Do you know your recipient? If you send a transfer to a scammer, we might not be able to help and you could lose your money.

  Regarding your concern about the funds being held by ***************, here is some clarification:

  When a chargeback is submitted, the funds are temporarily reversed and typically a provisional credit is issued to the cardholder. Since we provided documentation to support that the transaction was authorized and completed at your discretion, we successfully represented the chargeback. As a result, the funds were returned to Remitly, and no refund will be issued.

  Additionally, after a careful review of your account activity, we identified behavior that violated our User Agreement, which led to the decision to suspend your account. For internal policy reasons, we are unable to disclose further specifics. However, the terms governing the use of our service are fully available in our User Agreement, which can be found on our website.

  We truly appreciate your time and your long-standing relationship with Remitly. Please know that your feedback is valuable and helps us improve the service we provide to all our customers.

  If you have any further questions or need assistance, our **************** team is here for you 24/7 at **************.

  Thank you for choosing Remitly.

  Warm regards,
  
   Remitly, Inc.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23154682
  
  I am rejecting this response because: I was not told Do you know your recipient? If you send a transfer to a scammer, we might not be able to help and you could lose your money. And its really disheartening that you would continue to keep a scammers account open and suspend mine. I did not receive any chargeback and I filed the claim with *************** while the transaction was still processing its on you (Remitly) who let it clear in the scammers bank account. 

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

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am looking to formally dispute a $500 transaction made on March 11, 2025, with Merchant ******* ****, phone number ************, as services were not rendered. Once, I paid the $500.00 that we agreed upon, they continued to ask for more money in which I refused. After allowing this merchant to rectify the situation, they have still not done so, and I would like a refund and to sever our ties. Despite the merchant initially indicating that I would receive a refund, they have since ceased communication without refunding my money, leaving me without the service I paid for. Given these circumstances, I believe this transaction is fraudulent, and I kindly request assistance in recovering my funds. I appreciate your attention to this matter and look forward to your support in resolving it and obtaining a full refund of my $500.00.

  

  Business Response

  Date: 04/03/2025

  Dear ******,

  I am writing to you in relation to your BBB complaint. 

  Please find attached Remitly's response to your complaint.

  If you have any queries please let me know.

  Kind regards

  Ciara B.

  Remitly Inc.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23139694
  
  I am rejecting this response because:

  To say that I am repulsed by this response is an understatement. Considering all the information I sent to substantiate my claim for a refund, I do not accept your response. You've all stated that Ive been a customer since 2023 and have not had any issues with this new merchant, which also substantiates my claim for a refund. I did say that I would give this merchant more time. However, they have still not delivered what was purchased and are requesting an additional amount between $250 and $500, in addition to what was already paid, without our prior discussion. I believe this to be a scam and would like to be refunded my $500, which will enable me to sever all ties with this merchant completely. What else do you need me to show in addition to the screenshots between myself and the merchant, which clearly states that I should be refunded? This merchant must be a scam. 

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

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a $3500 transaction going on since march 14th in the app. They are supposed to send the money to my fathers account but they are saying the recipient bank is asking for information. I talked with the recipient bank and they assure me that there is not a transaction going on. Every time I talk with a customer service employee, something I have done every day for a week and a half as of march 30th, they tell me it is gonna be finished in the next 24 hours and it never does.

  

  Business Response

  Date: 04/03/2025

  Barnald ****** ******
  *******, Heredia  *******, 
  NA  ***** CRI
  Daytime Phone: *************
  Email: *********************************
  
  Date: 04/03/2025
  Re: Complaint Number 23136012
  
  Dear Barnald,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated March 30, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that your transaction **************, submitted on March 14, 2025, was pending and that you were attempting to send funds to your father.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.
  
  After carefully reviewing your $3,500 transaction, we confirmed that it was held for review by our provider bank. As outlined in our User Agreement under Section 9 9.3 Transfer Speed: Any transfer speed information or estimates for any of your transactions that we provide on our website or in our mobile app are estimates of the delivery date and time based on the payment method, delivery method, transaction review, and system availability of Remitly, our partners, and service providers.
  
  We understand that you contacted the recipient bank; however, since the transaction was still under review by our provider bank, it had not yet reached the recipient institution. During this review, additional documentation was requested. Unfortunately, the information provided did not meet the requirements necessary to release the funds.
  
  On March 30, 2025, you updated the transaction by changing the recipients bank account. Were pleased to confirm that the funds were successfully delivered that same day under reference number **************, and a confirmation was sent to your email.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve our 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

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Remitly tried to SCAM me On March 3. I sent money to ******* to my sisters account number. Somehow, it ended up being sent to a bank in *****I have proof it went to **** since I was mistakenly sent the proof of payment. They denied this and tried to say I selected the wrong bank from my country and didnt want to reimburse me until I escalated the situation. Be aware when sending money to an account number this ********** took them 2 weeks to reimburse me, meanwhile I had to spent an additional 500$ to ensure my family back home could resolve their immediate issue while I went back and forth with Remitly so many times. Remitly hasnt reimbursed me my additional expenses, they havent apologized, and based on the numerous answers I received from their different agents, I know it was a SCAM.I want to be reimbursed for my extra expenses due to their scam.

  

  Business Response

  Date: 04/03/2025

  ********* ****
    , *******; 77433
  Daytime Phone: **************
  E-mail: ******************************
  
  Re: BBB # ********
  
  Dear Fatimatou **** *****,

  We are writing in response to the complaint you filed with the Better Business Bureau on March 3/27/2025 . Thank you for bringing your recent experience to our attention.

  In your complaint, you reported that Remitly attempted to scam you when you sent a transfer to your sister, and that the funds were mistakenly sent to ****. You mentioned that you were able to verify this due to a proof of payment that was inadvertently shared with you. Additionally, you requested a reimbursement of $500.00 for the extra expense you incurred as a result.

  We understand how frustrating and concerning this situation must be, and we want to assure you that we have conducted a thorough review of your case.

  We attempted to reach you by phone using the number listed on your Remitly profile, but were unable to connect. 

  First and foremost, we sincerely apologize for any confusion or inconvenience caused. Please know it is never our intention to create difficulties when using Remitly to send money to your loved ones.

  Upon reviewing your account, we found that a transfer was submitted on March 3, 2025, with reference number R709636715146, in the amount of $1,000.00, to *******, for the recipient Yacine ***** ****. The transaction was marked as completed on March 4, 2025 at 2:14 AM Pacific Time.

  To clarify, Remitly does not have the ability to modify transfer details once a transaction has been confirmed. The destination bankFBNBank Sngalwas selected based on the information you entered during the transfer setup.

  Before a transfer is processed, customers are directed to a confirmation screen showing all transaction details, including the recipients name and bank. To proceed, you must click the Confirm button. Once confirmed, the transaction is processed, and a receipt is generated, displaying the final transfer details. In this case, your receipt clearly lists FBNBank Sngal as the destination bank.

  Upon receiving your report on March 4, 2025, at 8:51 AM Pacific Time that the funds were sent to an incorrect bank, we promptly reached out to our partner in ******* to request a reversal. Please note that once funds have been forwarded to our partners, cancellations are no longer guaranteed unless the partner institution explicitly rejects the transfer.

  In one of your communications with us, you mentioned having a background in banking and being aware that Remitly works with intermediary banks. Remitly is an online remittance service that operates through a network of financial institutions and intermediary partners. While we partner only with reputable providers, we do not have visibility into the internal operations or third-party partnerships of these intermediaries.

  The payment confirmation you received was generated by our partner and reflects the data available to them at that time.

  Tracing the funds required coordination between our intermediary partners and the destination bank, which contributed to the delay in resolution.

  On March 11, 2025, our partner confirmed that the recipient's bank account details were incorrect and successfully reversed the funds. We then updated the transaction status in your Remitly profile and provided you the option to either correct the recipient details or cancel the transfer. You chose to cancel, and the refund is now being processed.

  You can expect the refund to appear in your account within 710 business days, depending on your banks processing time. For tracking purposes, please use the Acquirer Reference Number (ARN): ***********************. We recommend sharing this ARN with your banks support team for assistance in locating the funds.

  To help prevent similar issues in the future, we have removed Yacine ***** **** from your recipient list. If you wish to send money to this recipient again, you may re-add them at your convenience. Please ensure all recipient and bank details are accurate before confirming any transfer to prevent delays or errors.

  As a general reminder, we encourage all customers to carefully review recipient details before submitting a transaction, as accuracy is essential to ensuring that your hard-earned money reaches the intended recipient on time.
  Regarding your request for a $500.00 reimbursement, we regret to inform you that we are unable to honor this request. However, as a gesture of goodwill, we have added a $100.00 discount to your Remitly profile, which will be automatically applied to the total value of your next transfer.

  If you would like to discuss this matter further, please reply to the separate email we have sent and provide an alternate contact number and your preferred time for a callback. Our team will be happy to assist you further.

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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 Answer

  Date: 04/14/2025

  Hi,
  
  Im not in agreement with the way they handled the dispute because they didnt address the money lost during this process. I am also certain this was an attempt to scam me, which they are still providing excuses for.
  
  Thank you.
  Fatima **** *****

  Customer Answer

  Date: 04/14/2025

  Remitly reimbursed me the 1000$ I sent, but didnt reimburse me for the expenses encountered due to their negligence or scam. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb ******* I submitted a transfer to a out of country person and I didnt receive the goods that I paid for which was $384 and contacted remitly and they didnt resolve the issue with my refund and closed the case

  

  Business Response

  Date: 04/02/2025

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

  Date:April 2, 2025
  Re: Complaint Number 23120452

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on March *******. Thank you for bringing your recent experience to our attention.

  Summary of Your Complaint
  You reported that on February 21, 2025, you used Remitly to send $384 to an individual overseas as payment for goods; however, the items were never delivered. You also mentioned that you contacted our Customer Support team for assistance but were unable to obtain a resolution or refund, and that your case was eventually closed.
  We understand how distressing this situation must be and take such matters very seriously. After conducting a thorough review, we have outlined our findings below.

  Account Registration
  Upon reviewing your account registration, our records indicate that you created a Remitly account on February 17, 2025, at 5:29 PM Pacific Time using the email address ****************************

  Transaction History and Review
  On February 18, 2025, at 11:19 AM Pacific Time, you initiated your first money transfer through Remitly, attempting to send $385 to ******* Delfin ******. The intended recipients account was held at **** Bancomer in ******, ending in 1018, and the transaction was assigned reference number ***********. However, the transfer was not completed, as the payment was declined by your bank. As a result, no funds were withdrawn from your account, and the transaction was recorded as unsuccessful in our system.

  On February 20, 2025, at 9:38 AM Pacific Time, you initiated a second money transfer for the same amount of $385 to the same recipient, ******* Delfin ******. This transaction, referenced under number ***********, was successfully processed and marked as completed. There were no interruptions or errors during processing, and the funds were confirmed as successfully deposited into the recipients bank account in accordance with the instructions you provided.

  Customer Support Interaction
  March 22, 2025, at 3:26 PM Pacific Time: You submitted a formal dispute via our webform, reporting that the services promised by the recipient were never delivered and indicating that you may have been defrauded.
  
  March 26, 2025, at 1:37 PM Pacific Time: You followed up via chat to inquire about the dispute status. The associate explained that the reversal request had been denied by our partner, as the funds had already been successfully deposited into the recipients account. Additionally, the associate shared information regarding our policy on commercial transactions.
  

  Actions We Took:
  1. Reversal Request: As part of our efforts to assist you, we immediately contacted our partner in ****** to request a reversal of funds for the disputed transaction. However, our partner denied our request, stating that cancellation is no longer applicable as the funds were successfully deposited into the recipient's bank account according to your instructions along with the proof of disbursement. Please see the attached file for your reference

  It is important to note that fund recall requests are conducted on a best-effort basis and are not guaranteed. Once a transaction has been successfully completed, the ability to recover funds depends entirely on the recipients bank policies and the status of their account.

  2. Preventative Measures for Your Security:  To help safeguard your account from potential misuse, we have taken the following security steps:

  Recipient Restrictions: The recipients account has been flagged for further review within our system.

  Account Suspension: Your Remitly account has been permanently suspended to prevent any potential fraudulent activity and ensure the security of your financial transactions.

  Recommendations and Next Steps
  1. File a Police Report We strongly encourage you to report this incident to your local law enforcement agency. Filing a police report not only supports your case but also helps in combating fraud on a larger scale. 
  2. Review Scam Prevention Guidelines We recommend reviewing our ************************** which provide valuable insights on identifying and avoiding potential scams.

  We deeply regret that you had potentially fallen victim to a scam. At Remitly, we prioritize the security of our customers' transactions. However, once a transaction has been successfully processed and completed in accordance with your instructions, it cannot be canceled. Unfortunately, this means we are unable to issue a refund for the transaction in question. We would like to refer you to the following sections in our User Agreement, which outline important policies regarding transaction security and fraud prevention.

  Section 2.3 ********************************* should only be used to send money to people that you know and trust, such as family and friends. Do not use the Service to send money to people you do not know, are not familiar with, or do not trust. 

  Always be on the lookout for fraud. We urge you to think carefully before sending money to anyone that you do not know well. You should be cautious of deals or of ers that seem too good to be true. Please contact us immediately by telephone at ************** if you think you have been or might be a victim of fraud. 

  If you are aware of anyone or any entity that is using the Service inappropriately, please email us at ******************************* If you receive any fake (phishing) emails, purporting to be from Remitly, please forward them to us at *******************************

  Section 9.4 ***************** Restrictions: 
  Commercial Transactions. We are not responsible for the quality or delivery of goods or services for which you pay a Recipient by using the Service. You accept that using the Service to transfer funds for payments for goods and services is at your own risk
  

  Section 12.5.A Error Resolution, Cancellations and Refunds 
  Refunds. Please see the Remitly Error Resolution and Cancellation Disclosures for information about what to do if you believe there is an error with your transaction and for information about circumstances in which your Transaction amount, and any applicable fees and taxes, may be refunded to you. If Remitly determines that you are entitled to a refund for a specific Transaction, whether in accordance with our obligations under applicable law or otherwise, we will refund the full Transaction Amount, taxes, and any Service Fees that you paid as part of the Transaction.

  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

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6, 2024, my Remitly account was hacked, resulting in three unauthorized transactions totaling $1,830 to an unknown recipient in ******. The transactions were: R668398968625 ($370.00), R19404012228 ($650.00), and R33568752165 ($810.00). Remitly committed to providing a secure platform for money transfers, but they failed to do so. The dispute arises because these transactions were fraudulent, as evidenced by a device mismatch (Windows NT vs. my Windows 10 Pro), bot activity (rapid timing, identical amounts), wrong location (*******, ** vs. my ****************, **), mismatched phone numbers on receipts, lack of 2FA, a "Change KYC" event, inconsistent names in their data ("******" vs. my name), and an "Unknown" device name, all indicating a botnet. I immediately disputed the charges with Remitly, but they denied my claim, stating their investigation found no unauthorized access, relying only on a device ID that hackers spoofed. I also disputed with *****, which declined the dispute, ruling in favor of the transactions. Remitlys email on March 19, 2025, claimed the transactions were legitimate, citing Chases decision, the device ID, and their User Agreement, which prevents refunds for completed transactions. However, their agreement requires them to investigate errors, which they failed to do by ignoring my evidence of fraud. I made multiple attempts to resolve this, but Remitlys responses, including their final one on March 20, 2025, were dismissive, refusing to reconsider or offer a refund. Their investigation lacked transparency, providing no explanation for their conclusion. This negligence puts other consumers at risk due to Remitlys inadequate security measures, potentially warranting a class action if their practices persist. I seek a full refund of $1,830, compensation, and for Remitly to implement mandatory 2FA to protect users. I urge the BBB to hold Remitly accountable and to push for systemic changes to prevent future fraud.

  

  Business Response

  Date: 04/04/2025

  ****** *******
  *******************;
  *************, CA 90210
  ****************
  *******************************************
  
  Date: April 4, 2025
  Re: Complaint Number 23120447
  
  Dear ****** *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated March 26, 2025. Thank you for bringing your recent experience to our attention.
  
  Were truly sorry to hear about the distress this situation has caused you. We recognize how alarming it is to discover transactions you didnt authorize, and we appreciate you taking the time to report this and work with us. Please know that at Remitly, we take full responsibility for reviewing and addressing every customer concern with care, urgency, and transparency.
  
  In your complaint, you shared that your Remitly account was accessed without your permission on December 6, 2024, resulting in three transfers totaling $1,830 to a recipient in ******. You expressed concern about the security of your account, particularly the absence of two-factor authentication at the time.
  
  We acknowledge how concerning this must have been, and we want to reassure you that your case received a thorough investigation.
  
  Upon investigation, we found:
  Our review identified irregular activity on your account, which supports your report of unauthorized access. 
  
  Action We Took:
  Given the findings and the circumstances you shared, we have approved a full refund of $1,830 for the unauthorized transactions. In addition, we are providing $157 to cover the fees you incurred during the dispute process. This brings the total refund to $1,987, which will be sent to your ******** account within 14 business days.
  
  Recommendations and Next Steps:
  We strongly recommend enabling 3D Secure (3DS) through your card provider if available, which adds an extra layer of protection for online transactions. We also encourage you to report this incident to your local law enforcement in case your personal or financial information was compromised.
  
  Going forward, please consider updating your passwords regularly and using unique login credentials for different services. Stay cautious of emails, calls, or texts that seem suspicious or ask for sensitive information.
  
  Again, we sincerely appreciate your patience and the trust you placed in us by raising this issue. We remain committed to your security and satisfaction, and your feedback is helping us improve how we protect our customers. If there's anything more we can do, our **************** team is available 24/7 at **************.
  
  Thank you for being part of the Remitly community.
  
  Sincerely,
  
  
  Remitly, Inc.
  
  

  Customer Answer

  Date: 04/04/2025

   
  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

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a formal complaint against Remitly regarding the sudden and unexplained suspension of my account. Despite my efforts to resolve this matter directly with the company, I have not been provided with any clear information regarding the specific policies I am alleged to have violated or the reasons for my account suspension.When I contacted Remitlys customer service for clarification, I was informed that the company is not obligated to provide any justification for their decision. Additionally, the representative I spoke with suggested that Remitly reserves the right to suspend accounts without explanation and can discriminate against customers as they see fit. This response was both unprofessional and deeply concerning.I have reviewed Remitlys terms of service and acceptable use policy, and I am unaware of any violations on my part. As a customer, I believe I am entitled to a clear explanation of why my account was suspended and the opportunity to resolve any potential issues.I am requesting that Remitly provide a detailed reason for the suspension of my account and conduct a formal review of this decision. I also expect a prompt resolution to this matter.Thank you for your time and assistance.

  

  Business Response

  Date: 03/30/2025

  ******* **** ******
  *********************************
  Daytime Phone: **************
  Email: ******************************
  
  Date: March 30, 2025
  Re: Complaint Number 23108806
  
  Dear ******* **** ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 3/24/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that your Remitly account was suddenly suspended without explanation. You shared concerns about the response you received from our customer service team and requested a detailed reason for the suspension, a formal review, and a prompt resolution.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.

  After careful consideration, we have determined that your Remitly profile will remain deactivated in accordance with our User Agreement. This decision is final.
  Due to our policy, were unable to provide additional details regarding this matter. Thank you for your understanding.

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They (Remitly)allowed an unauthorized charge of over $1200 to my bank by some **** ********* that I never heard of. I check my balance and transactions daily and caught it within 24hrs but still have to wait for my bank to do an investigation to get the fund back. This is fraud. Then a few days later even though the account is closed (only open for investigation purposes) they let them try again but it was blocked this time for over $1600. It was blocked for closed account and I have a block on all accounts for **********************. My bank had even called them the week before and started the investigation on the account number and they allowed them to try again on the same account number. ***.

  

  Business Response

  Date: 03/25/2025

  ********* *******
  , MN 55902
  Daytime Phone: **************
  Email: ****************************
  
  Date: March 25, 2025
  Re: Complaint Number 23107355
  
  Dear ********* *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 3/24/2025. Thank you for bringing your recent experience to our attention.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation, we could not locate an account linked to your name or email. In this situation, where you are unlikely to have this information, such as a registered account name, email, or transaction reference number, we recommend filing a chargeback request with your bank. The process is as follows:
  -Once you initiate a chargeback, your bank will submit it to Remitly.
  -Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  -If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  If you suspect that you are a victim of identity fraud, we encourage you to seek assistance from your local law enforcement agency.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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 Answer

  Date: 03/25/2025

   
  Complaint: 23107355
  
  I am rejecting this response because: I have done as you suggested  with my bank and gotten  the fund back that way but they are on hold. This is because 3 days later your company  let the same person  do it again. So due to that pending  charge  from your company that is fraud after you were already  contacted  about  it and let same person  come in and do it again with same account information  that was stolen and committing  fraud  you let them do it again knowing they were doing it vs I don't reporting them? Or at very least  saying  no! I caught charge  in time and will be reversed  but I shouldn't have  to especially  after my bank contacted you. And it has been reported to all proper channels  just in case. But your company doesn't  even verify even worse after notice  of fraud of both what account  number  they are using and person  name you still did nothing. And no per investigation  I can't give out on here you were given that information  via the contact. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted use Remitly to transfer ******** dollars from my US bank *** to my bank account in ******, initially Akbank 3/21/2024. I placed the transfer early in the morning 8:21 AM, using Remitly, but the transaction did not go through for hours which was odd as it usually only takes minutes, then in the evening I received a message from Remitly saying that the transaction was failed. I called their service 6:40 pm, at which time I was told there was an issue with the receiving bank, but they would not tell me the exact issue. I was told that if I repeated the transaction, it would go through in 24 hours. On 3/22/2025 I get yet another message saying my transaction was again failed. I called their call center again 10:20 AM to be told that the receiving bank was declining the transfer, and I was prompted to change the receiver. I comply and give them my other account in *************** and we repeat the transaction. This time get a message that the transfer was successful, and the amount was deposited in the receiving account. Since I am both the sender and the receiver, I have access to both accounts, and I unfortunately found out that it was not the case. The funds were in my receiving account. I called them again 11:07 AM only to be told they will be "investigating", but at this point my trust in them is zero. I was told they will be sending me proof from the receiving bank that the funds were deposited, which essentially means they are accusing me of not telling the truth. I will be attaching all the email notifications and the receiving bank account actions history so you can determine that I am telling the truth. Thank you

  

  Business Response

  Date: 03/27/2025

  Can Vuruskan
  *********************************;
  *********, ** 15905
  ***************
  *****************************
  
  March 27, 2025
  
  Re: Complaint Number 57128919
  
  Dear Can Vuruskan,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB) dated March 22, 2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported that a $3,700 transfer initiated via Remitly on March 21, 2024, failed multiple times due to issues with the receiving bank. You stated that after switching to another receiving account, the transfer was marked as successful, but the funds were not received. Despite several follow-ups, you expressed frustration over the ongoing investigation and noted feeling accused of dishonesty. You have requested a refund for the undelivered transfer.
  
  We understand how concerning this situation has been and have conducted a thorough review of your case.
  
  Findings from Our Investigation:
  You initiated a $3,700 Express transfer on March 21, 2025, with a local disbursement amount of ********** TRY. The initial attempt and several resubmissions were declined by partner banks. The final attempt was completed on March 22, 2025, at 6:56 AM PT.
  
  However, the transfer was sent to the receiving bank outside their working hoursSaturday at 4:41 PM ******** time. Since transfers over ******* TRY are classified as EFTs, they are only processed on business days between 8:30 AM and 5:00 PM. As a result, the funds were processed on the next working day: Monday, March 24, 2025, at 8:30 AM Istanbul time (March 23, 2025, at 10:30 PM PT).
  
  Action Taken:
  We confirmed with our partner bank that the funds were successfully delivered. We also reviewed your account and transfer history to ensure all charges and actions were accurately handled.
  
  Following our attempts to contact you by phone, we sent a follow-up email on March 26, 2025, requesting confirmation of receipt. On March 27, 2025, you confirmed via email that the deposit was successfully received.
  
  Resolution:
  As the funds have been successfully delivered and confirmed by you, no refund of the principal amount is applicable. However, we refunded the transfer fee twice as a courtesy. A total of $9.98 has been returned to your original funding account and should have reflected on your bank account by now.
  
  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 Answer

  Date: 03/27/2025

   
  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 just want to point out that the company returning the transfer fees in noway can be considered "out of courtesy" as I paid for those transfer fees without getting the transfer in the first place, and paying refunds for services paid but not provided is their duty and not of goodwill as otherwise that would be fraud, I would like this to be communicated to the company as this wording is not only incorrect but also condescending. Thank you.
  
  Sincerely,
  
  Can Vuruskan