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:12/21/2023

  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.

  I sent money to my interbank account in **** like I usually do in order to send it to my daughter that lives over there. On 12/15/2023 I sent $35 in the morning which arrived as they said a couple of hours later I sent $215 and when they indicated that it arrived and when I went to go check the money wasnt there. I proceeded to call and start a claim, to which they said that it was delivered on their end and to speak to the receiving bank. When I called the bank they said that there was no money deposited nor was there any money processing so at that point I get angry and call Remitly back. They ask me for a bank statement which I sent them via email and told me they would be responding within 72 hours. Monday the 18th I call and they said the investigation was on going and that it was 72 BUSINESS HOURS not 72 hours. I call them back Wednesday 12/20 to see if there is any update and they tell me that there isnt and that they are going to escalate the process, every single time I called they said that they were escalating the process. I proceeded to send $20 and then $30 to interbank account thru ********************** to see if it would arrive AND IT DID!!!! I sent my girlfriend $175 to interbank thru Remitly and my cousin $1700 and it also arrived as well!!!!!! I have sent Remitly a bank statement every single day and they still refused to believe that the $215 hasnt arrived. At this point Im extremely irritated and sad that this is going on, and all they are asking is for me to wait and wait and wait!!! I WANT MY MONEY!!! $215 just doesnt disappear into thin air!!

  

  Business Response

  Date: 12/28/2023

  *************************
  ** 33156
  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 December 22, 2023.  Thank you for bringing your recent experience to our attention.

  We reviewed your account and found the submission of a transfer in the amount of $215.00  with reference number R53780223791 on December 15, 2023. Almost immediately, the transfer was forwarded to our partner bank for processing and we received a completion confirmation. 

  When you reported non deposit of funds to the recipients account, we reached out to our partner bank to investigate the status of the funds. On December 22, 2023, we received a confirmation from our partner bank that the funds were returned. Upon your request, we have processed the cancellation and refunded the payment. 

  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: 12/28/2023

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

• Initial Complaint

  Date:12/21/2023

  Type:Order 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 made a transfer using Remitly services to send funds to my mother in ******* to help her with her rent and utilities. Remitly canceled the transfer and suspended my account saying it goes against their user policy. I reviewed their policy and the purpose of my transfer was not against their policy as I was sending to help my mother with her Rent. The funds was refunded successfully. However the suspending of the account was prejudicial and uncalled for. I am asking for remitly to restore the account soonest.

  

  Business Response

  Date: 12/27/2023

  *************************
  ********************************************************
  Daytime Phone: **************
  E-mail: *******************
   
  Re: BBB Complaint 21040211 
   
  Dear *************************, 
   
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 21, 2023. Thank you for bringing your recent experience to our attention. 
   
  In your complaint, you outlined concern relating to the suspension of your Remitly profile without any explanation from Remitly. You also mentioned that you are sending money to support your family.
   
  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 account 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. **************** is available through chat 24 hours a day, seven days a week at help.remitly.com and by phone at ******************.
  

  
  Thank you,
   
  Remitly, Inc.

• Initial Complaint

  Date:12/20/2023

  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.

  On 12/06/2023, I sent the amount of $247.49 to my mother in ******, and paid Remitly the fee of $3.99. Remitly debited my checking account on the next day, on 12/07 the total amount of $251.48. It has been two weeks and the funds never got deposited into my brother's account. The transfer no. is R91 489 483 278. Remitly assured me that the funds would be deposited on 12/12. I have been calling Remitly everyday since 12/12, and even though the representatives keep saying that the issue is being investigated by a specialized team, the issue has not been resolved. When I ask to talk to a manager, the customer service representative just say that they are working on it, and I would receive a call from the specialized team. Nobody has contacted me with a resolution and I am frustrated and tired of waiting, especially Christmas will be in few days and I told them that I just want my money back. They are being very irresponsible, and I don't trust them anymore and I just need assistance from BBB to resolve this. Thank you.

  

  Business Response

  Date: 12/29/2023

  *************************
  ** 30076
  Daytime Phone: ************
  E-mail: **********************
  
  Re: BBB Complaint# ********
  
  Dear *************************,
  
  Greetings from Remitly.
  
  We have received a follow-up from the Better Business Bureau (BBB) under Complaint Case# ******** concerning the refund from your transfer with reference number: R91489483278.
  
  This transfer you submitted on 12/06/23 to *********************** amounting to $247.49 (plus a customer fee of $3.99) is showing as completed in our system.
  
  You have stated in your complaint that the funds never arrived at your intended recipient's account.
  
  Allow us to explain that for transfers to ******, the recipient may have two types of accounts (saving or checking) linked to the same account number; however, more often than not, recipients are not familiar with this type of arrangement. The common scenario is that beneficiaries look for funds into the checking account when the funds were sent to the savings account. Please have your recipient coordinate the matter to his/her bank.
  
  Thank you for your patience and understanding as we resolve your concern.
  
  If you need further assistance, you may reach us by clicking on the following links: help.remitly.com or ***********************************************.
  
  Our company, Remitly, Inc., is continuously looking 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.

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 21038970
  
  I am rejecting this response because:Remitly emailed me on 12/28/2023 requesting me to check with the recipient if the funds were received into his savings account. I contacted my brother and confirmed once again that the funds were never deposited. I requested Remitly to provide me the Trace ID, as this is a mandatory unique 15 digit number to each ACH transfer, which can be used to investigate and track missing transfers. Unfortunately, Remitly is not even capable of proving to me that information, at this point I do not trust that the funds were sent, I believe that Remitly is just trying to buy some time. I just want my money back and appreciate BBB assisting me with this issue.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/12/2024

  *************************
  ** 30076
  Daytime Phone: ************
  E-mail: **********************
  
  Re: BBB Complaint# ********
  
  Dear *************************,
  
  Greetings from Remitly. We are writing in response to the complaint we received from the Better Business Bureau on December 20, 2023, and the response we received on December 30, 2023. Thank you for bringing your recent experience to our attention.
  
  Our team reviewed the concern you have raised relating to the funds not received by the receiver despite the completion of your transaction with reference number R91489483278
  
  This transfer you submitted on December 6, 2023 to *********************** amounting to $247.49 (plus a customer fee of $3.99) is showing as completed in our system.
  
  You have stated in your complaint that the funds never arrived at your intended recipient's account. 
  
  Allow us to explain that for transfers to ******, the recipient may have two types of accounts (saving or checking) linked to the same account number; however, more often than not, recipients are not familiar with this type of arrangement. The common scenario is that beneficiaries look for funds into the checking account when the funds are sent to the savings account. Please have your recipient coordinate the matter to his/her bank.
  
  Following our investigation with our partner of your Remitly transfer submitted on December 6, 2023 to *********************** amounting to  $247.49 (plus a customer fee of $3.99), we have confirmed that the funds were delivered to the intended recipient.
  
  The transaction id is ************ and you can use this to trace the inward remittance with the receiving bank. We are unclear of the trace ID being requested by your bank. To further investigate this, we highly recommend that the receiver reach out to the receiving bank and ask for more information regarding their checking and savings account. 
  
  A member of our Escalations team has also tried to connect with you via phone call but was unsuccessful. Please do not hesitate to arrange a call with our team by responding to the email sent. 
  
  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: 01/13/2024

   
  Complaint: 21038970
  
  I am rejecting this response because:
  

  Dear BBB,

  This is the same email Remitly sent me on 12/28/2023, I attached all the screenshots I am referring to on this email.
  
  Since then, Remitly and I have been sending emails back and forth.I was requested to send a copy of the recipient bank statement, which I did on 01/05/****. Remitly finally acknowledged that the funds were never deposited into the recipients bank account.I was instructed to then go back to their website and either reenter the recipient's bank account or request a cancellation. I requested the cancellation and received the confirmation the funds will be deposited back into my account in 10 business days

  This money was earmarked for my family in ****** for the holidays and it has been held up for weeks due to Remitly's negligence. It is ridiculous that the burden of proof is solely on me when Remitly is the one who lost track of the deposit. The company should be held responsible and should be liable to send me a document proving the deposit was processed to *************************** account. 

  
  Remitly is giving me a reference number R91489483278, this is an internal reference number used within their company, and does not proof that the remittance was processed. I have worked in the bank industry in the past,banks utilize trace ID numbers which is a mandatory unique 15 digit reference number given to each ACH transfer between banks, which can be used to investigate and track missing transfers.
  
  Please see below copy of the email I am sending to Remitly today, January 13, ****:

  I am frankly disturbed that after all the evidence I have provided, you still keep giving me reasons to prolong this issue. It has been 40 days since Remitly lost my deposit due to their negligence and up until then, all communication have been over email. There is no reason for us to talk on the phone, and given the circumstances of this issue, any and all communication between us needs to be written, so that we are all legally protected. 
  
  On January 9, Remitly finally admitted that the funds were never deposited. I was instructed to then go back to their website and either reenter the recipient's bank account or request a cancellation. I requested the cancellation and received the confirmation the funds will be deposited back into my account in 10 business days (see corresponding screenshots below). 
  
  Legally, Remitly's last day to deposit the funds back into my account is January 24th, ****. If Remitly again fails to comply with their duty, I will have no other recourse than to file a complaint with the court.
  
  
  Sincerely,
  
  *************************

   

  Customer Answer

  Date: 01/13/2024

  Hello BBB,

  I am attaching additional evidence from my checking account with **** of America, which shows that on December 7th, 2023, Remitly deducted the amount of $251.48 from my checking account. The screenshot also provides the Trace ID Number ********************* is an official and mandatory unique 15 digit reference number given to each ACH transfer between banks, which can be used to investigate and track missing transfers.
  

  I am requiring Remitly to provide me with a screenshot proofing that the funds were deposited, showing me the same courtesy and openness that I am providing. And above all, showing me the official Trace ID Number, not an internal reference number they use in their office. This is a transaction between two banks and should be treated with seriousness and in a professional manner.

  Thank you,

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

• Initial Complaint

  Date:12/19/2023

  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.

  Company trying to take money out of my account

  

  Business Response

  Date: 12/27/2023

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

  Re: BBB Complaint: 21032299
  
  Hello *********************, 
  
  We are sending this correspondence to you in response to the formal complaint we have received from the Better Business Bureau (BBB) on December 19, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern about your financial account being almost compromised. For your guidance, we are employed as a Payment Card Industry, or PCI, certified company, we adhere to technical and operational standards set by the payment card industry to ensure your card data is protected. In other words, we use advanced technology and predictive tools to detect unusual account activity before it becomes a problem.
  
  Additionally, we have a specialized team of professionals who oversee transactions and look into any potentially suspicious behavior. We assessed the information provided in your complaint and verified that there is no associated account.
  
  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:12/18/2023

  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 used remitly service to send my USD from ********* to CAD into TD ************ I had used this account to do small transaction earlier (6months back) and have same source(BofA) and same recipient(TD Bank Account number). This time I needed money for down payment of house with funds needed on 18th december. I executed total 5 transactions for ****** in totals from 5th dec. till 7th december(transaction submission date) and funds were to be recieved from ***** december, allowing me enough time in case of a delay. Fast forward 13th december and I had received first 2 transactions and last 2 transactions. However the 3rd transaction with transaction reference number: R67 680 893 803, for CAD: ***** was nowhere to be found. Susprisingly and shamelessly, remitly sent me an email confirmation that funds were delivered. I checked and found no trace of 3rd transaction. I quickly reached out to remitly and asked about the confirmation, and after chatting with them whole day, they asked me that they are submitting escalation request, which will be resolved within ****************************************************************************************** as without those funds my home deal would fell through. I kept following up daily and they kept pushing the date. First they told me it will be exactly 72 hours, Then they said they dont work over weekend and today when 72 hours ended, they told me that they have asked their partner bank about the status and they will hear back in 48 hours. so in summary 1. They lost my money when the from and to account are same and are not providing consistent answer.2. They didnt fulfill the promise date 3. I am reaching out to friends and families to take loan to make the down payment else I would lose my deposit $27,000 4. I ended up paying high transfer and conversion fees and interest amounting to $900.5. I dont know yet, where is my money, remitly neither depositing nor refunding and just keep buying more time.

  

  Business Response

  Date: 01/03/2024

  ***************************
  ***********************************************************************
  *******, ** L6A4B3 ******
  Daytime Phone: **************
  E-mail: ******************************

  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 18, 2023. We are sorry to hear about your experience and appreciate you letting us know about your concern.

  Your patience is highly appreciated as we review your complaint. Weve gone through your Remitly profile and based on our records, your transfer with reference number R67680893803, amounting to $15000.00, was delivered late.

  While we apologize for this experience, please know that just like Remitly, our partner banks have a responsibility to review and confirm that every transfer complies with international and local regulations.

  Please know that we communicated the delay of your remittance to our partner in ******. Although it took us some time to hear back, we consistently followed this throughout.

  On a lighter note, we are happy to see that the reversal and amendment were successful, and your transfer is now completed with the new reference number R88193381839.

  In hopes to compensate for any inconvenience this may have caused, we have applied a $1000 discount which you can use on your next Remitly 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.
  

  
  

• Initial Complaint

  Date:12/18/2023

  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.

  On 12/14/23 I made Transfer No.: R22 417 812 784 3 to send money to a person in ******** and Remitly used my debit card to extract $116.80 from my bank account. They charged me a total of ****** with fees or taxes. I've sent many thousands of dollars to help people with charitable-faith-based related help in medical, educational and general help with living expenses through Remitly but they suddenly said I was violating their user agreement. They asked me many personal questions about my relationships with these people and I honestly answered them. They asked for verification of my banking sources which I sent them. My employer & what I did-I told them. They said give them ***** hours and they locked me out & 4 days later after I complained on their chat line today, finally send me email saying I was permanently out for violating user agreement. According to their posted user agreement that is not true. Further, they still are charging my bank account ****** with no refund on the blocked transfer Transfer No.: R22 417 812 784 3 The fact that their business model states they facilitate undocumented workers to send money out of country plus they lobby US Congress to help them help these people avoid IRS tax laws seems an issue. When I'm working as a ********* to help poor people in ******** then I'm not meeting their standards to send money through their system. I need my money back, need to be reinstated or I will look into legal action for discrimination & denial of service for religious reasons. There are poor **** families, some needing medical help, other trying to build a house being denied by cutting me off.

  

  Business Response

  Date: 12/27/2023

  *************************
  **************************************
  *******, ** 37658
  Daytime Phone:**************
  Email:*****************

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on December 18, 2023.  Thank you for bringing your recent experience to our attention.  

  In the complaint you requested to reinstate your Remitly account. You also mentioned that you have been using our service for charitable purposes. We have reviewed your account and found that our **************** team requested personal information and financial documentation as part of our verification and security procedures. We made this request to keep our service secure and comply with applicable US laws and regulations relating to know-your-customer requirements. 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.
  
  Following an additional review of your account, we regret to inform you that based on the result of our investigation we cannot reinstate your remitly account. 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 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: 12/28/2023

   
  Complaint: 21022802
  
  I am rejecting this response because:  I have reviewed the criteria on their web site regarding violations of their standards and know definitely I have not been guilty of any of them.  I provided them all the financial information and very personal information of receivers they asked of me and it seems apparent their ideology clashes with ********* biblical and charitable principles.  Their motivation as declared in their home website is to enable illegal immigration and facilitate the movement of untaxed income out of *******.   
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/13/2023

  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.

  Hello, Once upon a time, I tried to do a transfer with remitly. My account was put on hold. When I try to login to my account, it says I must answer some questions, but will not take me anywhere to answer questions. I used the chat, where **** kept asking how my name appears on my account. Well, I can't get into my account. I have never actually done any business with remitly, and now I no longer wish to.

  

  Business Response

  Date: 12/23/2023

  *************************
  ** 54810
  Daytime Phone:**************
  Email:****************
  Re: BBB Complaint 21001448

  *****************************,  

  Greetings from Remitly.  We are writing in response to the complaint you filed with the Better Business Bureau on December 13, 2023. Thank you for bringing your recent experience to our attention.  

  We acknowledge your recent complaint concerning security issues and your request for account deletion. Upon reviewing your account, we noted that our **************** team had asked for personal information. This is a standard part of our verification process, aimed at maintaining the security of our services and ensuring compliance with US laws, particularly the 'know-your-customer' regulations.

  We recognize that this might have caused some inconvenience and frustration. However, as a financial institution, it's imperative for us to adhere to stringent security and compliance measures, similar to other money transmitters and financial entities.

  Our team closed your account based on our Privacy Policy Right to Delete: You have the right to delete personal information that we have collected from you. Note that there are some reasons we will not be able to fully address your request, such as if we need to complete a transaction for you, to detect and protect against fraudulent and illegal activity, to exercise our rights, for our internal purposes, or to comply with a legal obligation. 

  Again, we 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:12/13/2023

  Type:Order 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.

  My bank account got hacked and this app was used to send unauthorized money on. They refuse to refund me my money even though this was a very fraudulent transaction.

  

  Business Response

  Date: 12/23/2023

  *******************************
  ** 07011
  Daytime Phone: **************
  E-mail: **************************
  Re: BBB Complaint 16107777

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 13, 2023. Thank you for bringing your recent experience to our attention.  

  After a thorough review of your Remitly profile, we have identified two transactions submitted and completed on December 12, 2023, for a total of  $1500.00. These transactions are tagged with the reference numbers R99700339456 and R24475334053. As a part of our standard security protocol and in compliance with US 'know-your-customer' regulations, we required the submission of a liveness video and a government-issued ID before we could proceed with processing your transactions.

  Following the successful receipt and verification of these required documents, we proceeded with the processing of the aforementioned transactions. The funds were subsequently delivered to the designated recipient. Consequently, as the transactions have been completed and the funds delivered to the recipient, a refund can no longer be processed. 
  Please know that we take the security of our customers' information very seriously. We also use advanced technology and predictive tools to detect unusual account activity before it becomes a problem. We always encrypt sensitive information so it's never stored in plain text for someone else to read.

  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:12/07/2023

  Type:Service or Repair 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.

  November 29 I was trying to send $850 to my sister in ******, I received an email that my transaction was cancelled by remitly it needs more information. I called and a representative help me re-do my transfer but ended up unsuccessful and they locked my account. I was promised that my money will be returned to my bank. Same day November 29, they returned and same day they took it back! No one can give me an answer why! Now I've been talking to numerous remitly representative and cannot give me my money. That fund was hard earned money from 3 people to help my sister out. And remitly is very unhelpful and very inconvenient, incompetent, untrustworthy business.

  Customer Answer

  Date: 12/12/2023

   yes my issue with remitly has been resolved.  Thanks for responding.

• Initial Complaint

  Date:12/07/2023

  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.

  They respond to no one. Do not respond to emails. Have ripped people off on several occasions. If you get ripped off of which I have they do nothing. Put you on hold transfer to to someone else. This company and their team should be in jail and hopefully one day they all will be. Their reviews are terrible no matter where you look. This is a scam company.

  

  Business Response

  Date: 12/25/2023

  *********************** *****
  ** 19808
  Daytime Phone: **************
  Email: *************

  Re: BBB Complaint 20971578 

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

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

  Upon review it was identified that we received a report from you that the person youve been sending money to is not the person they claim they are. Thank you for letting us know about this issue, we are sorry that you have to deal with this. 

  Since the transactions were processed successfully, requesting a recall of the transaction from our partner bank wasnt an option. We understand the frustration this caused and emphasized the importance of knowing the recipient when sending funds. Section 5 of our user agreement notes: You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk.

  Our team also conducted an investigation and suspended access to your Remitly account. To conclude our inspection and reinstate the account, our team reached out to you to go over some details via email. 

  Should you wish to have your account reinstated, please work with our team to complete the verification required over the phone. This request is to keep our service secure and comply with applicable US laws and regulations relating to know-your-customer requirements. 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.

  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.