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:12/06/2023

  Type:Customer Service 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.

  There was 3 fraud transactions(2500 cad, 500 cad and 500 cad) happened in my Remitly account today *************. Someone trying to log in to my account and modified my existing racipient account info and transferred around ****CAD from my TD account today. I tried to log complaints in Remitly. No updates so far. I also called my Bank , they at least logged one claim .******** customer care said they will wait for the bank to provide the info. I am not sure who, how and when this communication will happen. I am really frustrated calling here and there. But no use. I have lost trust on such a great financial organization called Remitly now.

  

  Business Response

  Date: 01/04/2024

  *******************************
  71 ************************.
  Scarborough, ** M1L4L1 ******
  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 06, 2023. Thank you for bringing your recent experience to our attention.
  
  In the complaint you submitted, you detailed security issues in relation to unauthorized transactions on your Remitly account. We appreciate you bringing this issue to our attention and regret that you are experiencing this situation. 
  
  On January 02, ****, our team received multiple dispute cases from your bank regarding the transactions in the total amount of $3500.00. A temporary credit was also issued by your financial institution when you disputed the charges. Our team will work with your issuing bank to settle the dispute. 
  
  Moreover, we have suspended the access to your Remitly profile to prevent further activity from being performed. You may still create a new account so you can send money to your loved ones. 
  
  Please note that we are conducting a thorough investigation to determine the cause of these unauthorized transactions and to ensure that all necessary measures are taken to prevent recurrence in the future. 
  
  Thank you for your patience and understanding as we work towards resolving this matter.
  
  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:12/02/2023

  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.

  I am writing this email to you for a complaint. My transfer was cancelled by Remity today on 2nd of December at ***** am. But I already transferred the money to Remitly via manual bank transfer on 2nd of December at ***** am. The money gone from my account straightaway as it was manual bank transfer. I transferred my money to Remitly's account number which was ******** and the sort code was 20-00-00. The Remitly staff confirmed that the account detail belongs to Remitly and my bank confirmed the match as well. Now the issue it, after my manual bank transfer, I received an email from Remitly after 17 minutes that transfer is cancelled. When I contacted Remitly via chat service, I was told by the staff that they haven't got my money. I called my bank straightaway and they confirmed it to me to it has left my account and it is with Remitly. Payment reference is R22146945228. After my concern was raised, staff asked me to send them bank statement, but statement generates every month, not daily basis. I explained the staff that the latest statement I have got it was generated on 2nd Nov 2023 and they can't see new transaction into it. But I did send the screenshot of the transfer to Remitly. My bank told me that money is 100% with Remitly and it is not with the bank. Since it is bank transfer and was immediate payment, it transferred straightaway. Remitly is saying that they haven't got my money which I know is a lie and a scam. I was told by the staff they can't access bank account and see the transaction but I was asked to send them the bank statement. Again, it will take time which means someone is taking advantage of this waiting time and can do anything with my money. Firstly, the transfer should not be cancelled and if it did, Remitly should confirm the customer that they have received the money after checking into their account. But to make customer's life misery and playing with the system, they came up with this tactics. I need my money back asap.Thanks,*****

  Customer Answer

  Date: 12/02/2023

  Thank you for forwarding my complaint to Remitly. I have received my funds now. It was a nightmare dealing with Remitly. I am really grateful for your help. I have a request. When making this complaint public, please remove my name from it. I would highly appreciate it. Thanks. 

• Initial Complaint

  Date:12/02/2023

  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 November 28, 2023, at 12:34pm I send myself (recipients name: *********************** ***************************** and transaction number: R33 359 934 131) through Remitly, $2,999 to my ********* bank ending in ****. The transfer was held for more information. I send that information on November 30, 2023. On December 1, 2023 a someone claiming to be from Remitly called to discuss the issue. They identified me with my name and the exact amount that I was transferring. They said that the bank was still verifying the funds but that they would change the verification officials. They didnt ask me any information nor did I provide any of my passwords or data. When I went to check on the transaction it was complete but someone had changed the transfer number R46 162 841 842, the recipient to a ********************* ***************************, and the bank account to one ending in ****. This change was done without my authorization. I called Remitly and was routed to their fraud department that said that they would close my account, look into the matter, and to go file a claim with my bank. The representative said that this was a case of fraud and that they would work with my bank to return my money and shut down my Remitly account. He noted that I only ever send to my own account and this was suspect to him. At my bank they said that it was on Remitly to refund my stolen money as on their end the transaction was legitimate. When I called back to Remitly they quickly changed their tune and said it was not fraud and I had authorized the rerouting. I asked how they knew it was me that rerouted the funds, they said I spoke through them through text and confirmed via a text sending a temporary password. I never spoke to them nor did I receive a text from them. They said that they had my IP address of my phone as ********************. On that day I was not in ******************** either. When I asked for the full bank account of where the money went to pursue the case through ******** legal system, they said they would not provide it.

  

  Business Response

  Date: 12/19/2023

  *************************
  *************************************************;
  ************, ** 10801
  E-mail: ***************************
  Date: December 19, 2023
  Re: BBB Complaint 20948225
  Dear *************************,
  Greetings from Remitly. We are writing in response to the complaint received from the  Better Business Bureau. Thank you for bringing your recent experience to our attention.  
  In the complaint, you outlined concerns about your transfers going through a review process and then being sent to the wrong recipient. We truly understand how this can be frustrating for you and we would like to get this matter addressed.
  We have reviewed your account and found a transaction that was submitted on November 22, 2023, with reference number R46162841842. On November 28, 2023, the transaction was held by our partner for a compliance review process. The required information and documentation was requested to you, and you were able to submit it on November 30, 2023.
  On December 01, 2023, you contacted us to check on the status of the transaction and we informed you that our partner was reviewing the documentation. You requested to amend the transaction and change the recipient of the transaction, then the transaction was completed. Later that day you contacted us and reported that someone else changed the recipient and not you.
  We initiated a fraud investigation but did not find any sign of account takeover or fraud. On December 04, 2023, we received a chargeback for the total amount of the transaction. We coordinated with your bank and the total amount of the transaction was sent to your bank account. Your bank will conduct its own review, and you should await your banks decision.
  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:11/27/2023

  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 tried to send my pregnant wife money and was told my account was suspended and was told to submit info to reinstate. Few days later i tried to chat them and they ended chat and then called and was told account was permanently terminated for breaking terms and conditions and I kept asking what rules I broke and was told they can refuse anyone service and dont have to tell me anything. My brother and few friends same week also told their accounts permanently terminated after giving more info from being suspended. When I asked what I can do to get my account back I was told they didnt see any more reason to discuss the matter since I am permanently banned for trying to send money to my wife using an app that is made to send money and was told to just use different app.

  

  Business Response

  Date: 12/23/2023

  *************************
  ** 75491
  Daytime Phone: **************
  E-mail: ******************

  Re: BBB Complaint 20923051

  Dear *************************, 

  Greetings from Remitly.  We are writing in response to the complaint you filed with the Better Business Bureau on November 27, 2023.  Thank you for bringing your recent experience to our attention. 

  We acknowledge your recent complaint concerning security issues and your request for account reinstatement. 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.

  To address your concerns in detail and discuss the necessary steps to appeal your Remitly profile suspension, our Executive Escalations Team will be in contact with you shortly.

  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: 12/23/2023

   
  Complaint: 20923051
  
   I am rejecting this response because: I was asked for some documents and gave them all. I understood needing to show information and I sent right away. You make it sound as if I did not send and thats why account was suspended. Insent everything that was asked for and gave all information about it being family was sending to. I was rejected without even a look into my account and any time I asked what I can do or why I was told I should just go somewhere else because was pointless to even talk about the issue any more. I was told several times would have escalation team contact me and they **** the ones that would hang up or say not worth discussing. The original people I would talk to that would be more friendly and send to escalation team where it would end.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/01/2024

  *************************
  ** 75491
  Daytime Phone: **************
  E-mail: ******************
  Re: BBB Complaint 20923051

  Dear *************************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 27, 2023, and on December 23, 2023.  Thank you for bringing your recent experience to our attention. 

  We acknowledge your recent complaint concerning security issues and your request for account reinstatement. 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. After an in-depth discussion with the team, we have reactivated your Remitly profile and you are very much welcome to use our services to send money to your loved-ones. 

  While we are very committed to providing customer friendly service while making sure to adhere to government mandated policies and procedures, we cannot share specific information other than the result of our review. You may visit our User Agreement for more information. We regret that these security procedures may cause an inconvenience on your end at times.  

  We will definitely use your experience to improve our services.

  As a token of appreciation, we have added a $20 discount on your Remitly account. The said discount will apply to the final bill value of your next transfer. 

  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: 02/09/2024

  I am still waiting to see if issue will be resolved. Account was reinstated and then first transaction didnt go through and called and was sent to compliance team and then was banned again. I called and asked why was banned again and was told broke terms and conditions and cant get account back and will not give any more information. I informed will update my complaint on BBB and hung up. *** minutes later had a manager call back and said would fix account that compliance team added something and will unban again and get it removed. Then account got locked again. Called back again and was told have to wait 48 hours or would lock again and waited 72 hours and first try account got locked again. Then called and they said maybe change phone number for other person and try again in 2 hours so did and again was locked. Called back again and was told reinstated account and wait 48 hours. I mentioned that ***** worked and keep getting locked and was something flagging account. They said nothing was there and was good so waited 48 hours and tried again. It was declined once more and account got locked. Called back asking for a supervisor and was told that the flag is in fact still on account and last manager and other person still have not been able to remove and this guy is getting back in touch with compliance since said they never responded to managers communication and he will also let a manager know and should get communication by call or email and i informed him I was told by last guy that a manager would call ke within 2 hours and never revieved any call. So right now i am still sitting with account locked for probably 5th time waiting for resolution. I am trying to give the company the chance to fix it and some have been nice about it and others have been rude. It is just taking time since have to wait 48 hours every time account gets added back just to get blocked again

• Initial Complaint

  Date:11/25/2023

  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.

  Remitly is a money transfer service. On their website it clearly states that transfers can be canceled if the funds have not been deposited or picked up. I wanted to cancel a transfer that wasn't deposited or picked up and they would not cancel the transaction.

  

  Business Response

  Date: 12/18/2023

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 25,2023. Thank you for bringing your recent experience to our attention.
  In the complaint, you indicated that Remitly is not allowing you to cancel a transaction. 
  
  We reviewed your account and found the submission of a transfer with reference number R11421819219 in the amount of $1998.01  submitted on November 24,2023, 6:41 AM Pacific time with a delivery date of November *******, at 6:51:30 AM Pacific time.
  
  The transaction was immediately forwarded to our partner bank for processing. We take many factors into account when we calculate our delivery promise, but unexpected issues can come up that can cause delays, including identity verification, recipient information errors, or network outages.
  
  While we are waiting for our partner to confirm the status of the transaction, you requested cancellation. Our Customer Support immediately reached out to our partner bank to obtain the final status and requested cancellation, but was not guaranteed because the funds were already being processed by ****************************. 
  
  On  November 25, 2023, **************************** confirmed that the transaction was already canceled. We immediately notified you of the updated status via email. 
  
  Furthermore, we have added a $30.00 discount into your Remitly profile as a token of our appreciation to you for your patience while we investigate the matter.  This discount will automatically be applied on your next transfer with us.
  
  Our company always looks for the 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:11/19/2023

  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 had made 2 transactions with reference id number ************ of $185.25 and reference id number ************ of $277.88 on November 18, 2023. It had shown that both reference id number has been delivered to my girlfriends account since that account is connected to my mortgage in ***************. But when I had logged in to the app that my bank is using, Unionbank, the money is not there. I had made 2 attempts to call Remitly and they told me I need to wait 3 days for them to find a resolution. But keep in mind on November 16, 2023, I made the same transaction with the same amount of money but it was delivered as it stated on their website. Just this transaction on November 18, 2023 is being a hassle. Remitly gives you promising dates and times but doesn't pull through. We pay remitly processing fees but get that refunded back to us when we call customer support. We don't just want our $1.99 back, we want our money to go to where it should be going. I feel like Remitly may have stolen my money and trying to say it's delivered but not delivered as pretending that I could not access my own bank account overseas. I've been using Remitly for quite some time now and I have sent over $12,000 or more within a span or 1 to 2 years. I need your help BBB.

  Customer Answer

  Date: 11/21/2023

  They finally completed my transaction without email or calling me. Customer service stated they're working on it on but could never give me any status about it. 

  I decided to delete my profile as they made me way too worried where my money went without notification. Case closed. 

• Initial Complaint

  Date:11/17/2023

  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.

  I sent USD $2,100 to DR to be deposited into my own account on 10/16/23 and a Month later still no deposit to my account in **. Contacted several times Remitly to find out the status and they kept telling they'll call me back but never did. I then called them and they said that they were trying to reach me but I did not answer, I checked my phone and there's no miscall. Today is 11/17/2023 a Month later ans still no refund. Every time I called Remitly they said to wait anther 3 or 5 days and they will get back to me. Right at this moment I'm feeling hopeless and my only option is to complain to BBB, maybe they can do something abouf this Remitly and close it down for good. When I checked the complains on BBB I didn't know there were so many.

  

  Business Response

  Date: 12/05/2023

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

  Re: BBB Complaint #********

   Dear ******, 

   Greetings from Remitly. We are writing to the complaint you filed with the Better Business Bureau on November 17, 2023. Thank you for bringing your recent experience to our attention.

   In the complaint, you indicated that the money was not delivered to the recipient although the transaction was successfully completed.

   We reviewed your Remitly profile and found the submission of a transaction with reference number R68529882841 on October 16, 2023 with the amount of  $2100.00. The transfer was immediately forwarded to our partner bank for processing. 

   Shortly after the completion, the transaction was reversed on October 20, 2023, because of an error. After a successful attempt to resubmit  the transfer, it was completed again with new reference R95329198893. However,  it was again rejected. As a result, you changed the information once more, and at last, it was completed.

   On October 27, you gave us a call and reported the non-receipt  of your transfer with reference number R68529882841.

   We communicated to our partner bank in the ****************** and confirmed that the transfer was successfully deposited to your beneficiary bank account, which you verified as a correct account number. 

   As a one time courtesy, we have manually reversed the transaction and which you opted to cancel on November 26, 2023. Furthermore, we have added a $20 discount into your Remitly profile as a token of our appreciation to you for your patience while we are trying to investigate the matter. 

   This discount will automatically be applied on your next transfer with us.

   Our company always looks for the 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: 12/05/2023

   
  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:11/17/2023

  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 went to Remitly website and says that the exchange rate was $55.99. I sent $1000 for my moms birthday. After putting all the information and debit card, it says the total amount that my mom will receive was 55,990php. After clicking the SEND MONEY I saw on the screen that my moms account only received *********. I contacted the customer service right away if they can correct it otherwise Ill refund my money. The *** said he cannot do anything about it instead give me a $20 credits for future transaction. I cannot accept that because I want them to correct the mistake of their website and be fair to their customer not misleading them.

  

  Business Response

  Date: 12/04/2023

  *******************************
  *******************************************************
  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 November 17, 2023. We are sorry to hear about your experience and appreciate you letting us know about your concern.
  
  In your complaint, you mentioned that the promotional exchange rate was not applied on your transfer last November 17, 2023 amounting to $1000.00 with a reference number R88961230056. 
  
  Based on our investigation, our system detected that you have more than 1 account under your name which goes against our User Agreement Policy. Please note that your expected foreign exchange rate promotion applies to first time customers only.
  
  Furthermore, a $50 discount was added on your account as a one time courtesy that you can use on your next transaction. Please dont forget to maintain one account to ensure seamless and worry-free transfers going forward. 
  
  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:11/13/2023

  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.

  Date: 6/24/2023 Amount: $495.98 (*****, ******, ******) charged on bank card Remitly transferred funds from my bank to international seller.Goods were never sent, no tracking. Website/instagram no longer exists. True fraud.Have tried to contact Remitly, who said to give seller more time (since June, now Nov without resolution). Have contacted bank, who received letter from Remitly stating that "buyer ALLEGES no goods were received".

  

  Business Response

  Date: 12/15/2023

  **** **************************
  *************************************
  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 November 13, 2023. Thank you for bringing your recent experience to our attention. 
  
  In your complaint, you indicated that you wish to receive your refund amounting to $495.98, and reported that your recipient named ************* is a scammer.
  
  On December 06, 2023, we were notified by your bank that they have successfully credited the disputed amount to your account.

  In adherence to our internal policies and procedures, please be guided that we will no longer accommodate future transactions made for this recipient and we will not be able to process future transactions on your behalf. 
  
  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: 12/16/2023

  Remitly states that on Dec. 6 money was added to my bank account.  There is no record of that in my account.  Please advise.

  

  Business Response

  Date: 12/24/2023

  **** **************************
  *************************************
  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 November 13, 2023. Thank you for bringing your recent experience to our attention. 
  
  In your complaint, you indicated that you wish to receive your refund amounting to $495.98, and reported that your recipient named ************* is a scammer.
  
  After a thorough review of your transactions, and the series of chargebacks you raised, the funds amounting to $495.98, your bank subsequently added tthe funds to your account on December 06, 2023. Please be guided that we have also received a confirmation from your bank, therefore, it is considered as successful refund.
  
  If the funds still are not reflecting on your account, we highly suggest you contact your bank to have it addressed further. 

  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: 12/26/2023

  This is my third reply to this message from the company.  *********** has stated that the funds were credited back to my bank on Dec. 6.  That is not true.  It is now Dec. ***************************************************** from the company.

  I have emailed ****************** as well as *****************************************.

  Please advise what will happen next.

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

  

  Business Response

  Date: 01/10/2024

  **** **************************
  *************************************
  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 November 13, 2023. Thank you for bringing your recent experience to our attention. 
  
  In your complaint, you indicated that you wish to receive your refund amounting to $495.98, and reported that your recipient named ************* is a scammer.
  
  After a thorough review of your transactions, and the series of chargebacks you raised, the funds amounting to $495.98 subsequently added to your account on December 06, 2023. Please be guided that we have also received a confirmation from your bank, therefore, we can confirm that this was a successful refund (in a form of chargebacks)
  
  If the funds still are not reflecting on your account, we highly suggest you contact your bank to have it addressed further. 
  
  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.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 20862092
  
  I am rejecting this response because:

  The two document submitted to BBB are duplicates of the same message.  This document does not address the disputed amount.  I just confirmed with my bank that there has not been any chargeback from Remitly, as Remitly has stated repeatedly.  Please provide proof or return the fraudulent charges.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/08/2024

  **** **************************
  ***************, 
  **********, 
  LA 70448 
  Daytime Phone: ************** 
  E-mail: ****************** 
  
  Re: BBB Complaint #******** 
  
  Dear **** ***************** Rimmer 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 13, 2023. We apologize for the inconvenience caused to you in this matter and thank you for your continued patience. 

  In your complaint, you indicated that you wish to receive a refund amounting to $495.98, and reported that the recipient named ************* is a scammer. 
  A chargeback request was submitted on receipt of your request for the following transactions;
  
  Remitly Ref. R20630436312 // Date & Time: 06/24/23 11:09AM // Amount $ & Fee $ ***** 2.99
  Remitly Ref. R58058514147 // Date & Time: 06/24/23 7:09AM // Amount $ & Fee $ ****** 2.99
  Remitly Ref. R28814027597 // Date & Time: 06/24/23 5:26AM // Amount $ & Fee $ 155.00 2.99

  Remitly disputed the above transactions on your behalf in October 2023. We received a response on December 6, 2023 advising the amounts were successfully credited to your account. I can see you submitted a screenshot dated November 3, 2023 showing the refunds had been reversed by your bank. Please note that Remitly had no knowledge of this reversal and it does not align with the date of the successful chargebacks, (December 6, 2023). To ascertain the reasoning for the reversal, I would suggest contacting your bank directly. 

  I note that you told us your bank has no record of the refund as of December 26, 2023. This is not in line with our records. For ease of reference, I enclose copies of the records showing the full refund in the amount of $495.98 on December 3, 2023. These records indicate that the disputed transaction amounts were not returned to Remitly. This should be listed in your bank statement for December. If you have a bank statement which highlights any discrepancy and can share this with us, this may enable us to investigate further. 
  
  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: 03/13/2024

   
  Complaint: 20862092
  
  I am rejecting this response because:

  Here is the correspondence from the bank:

  
  Campus Federal Contact Agent11/13/2023, 8:45:44 AM
  
  Good Morning,
  
  Per our conversation by phone, unfortunately the dispute claim was declined. Please let me know if you need further assistance.
  
  Thanks,
  *********
  
  ***************** RIMMER11/13/2023, 8:23:08 AM
  
  I see there are three withdrawals (*****, ******, and ******) that I am not familiar with.
  
  Please provide more details.
  
  Thanks,
  ****

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

  Customer Answer

  Date: 03/14/2024

  I called the number provided by Remity to get further clarification.  They could not confirm that the fraudulent charges were deposited back to my bank.  I asked for document/paperwork showing the charge back.  They said they could not provide documents because they did not have any documents.  I asked to speak to the executive that has been in communication with BBB.  The said "Jaharah" is not the executive but a customer service representative.  So many open-ended issues.

  This is unacceptable practice for a company, especially a financial one.  My bank said that they will start looking into this again.

  H.R.

  Customer Answer

  Date: 03/14/2024

  This is the email I received from Campus Federal bank:

  Good Morning,
  
  I researched all transaction authorizations on card ending in 5786 and there are no credit attempts from Remitly. We are only able to research authorization from September- current.
  You may provide this email confirmation to the merchant, as verification that you have received no credit from this merchant, to your Campus Federal account.
  
  Please let me know if you need anything else.
  
  Thank you,
  
  *********************** | Senior **** Services Specialist
  

  

  Business Response

  Date: 04/22/2024

  Remitly, Inc.

  

  Business Response

  Date: 04/22/2024

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 13, 2023. Thank you for your ongoing cooperation as we work to resolve the issue regarding the disputed transaction with Remitly. We appreciate your patience and commitment to clarifying the matter.
  From the information provided by your bank and our records, there seems to be a need for further clarification regarding the debit card used for the transactions in question. We understand from your bank's communication that they have investigated transactions on the card ending in 5786. However, our records indicate that the transactions were initially made with the card ending in 8149.

  To assist us in our review and to ensure we are looking at the correct details, could you please confirm if the card ending in ***************************************************************** 8149? This information is crucial as it helps us trace the history of the transactions accurately and address your dispute effectively.
  Upon reviewing the details you provided, it appears there is a misunderstanding about the source of the credit. Typically, in cases of disputed transactions, the credit you receive is not directly issued by Remitly but by your bank as a temporary measure. This is probably why your bank's investigation into transactions on the debit card did not show a credit from Remitly, as they would only see their own entries for the temporary credit provided following a dispute.

  Additionally, we kindly ask you to provide the bank statements for the debit card ending in 8149 for the months of October, November, and December, along with any statements showing the charges in question. These documents are vital for our comprehensive review of your case.
  Please attach the requested bank statements and confirm the card replacement detail in your response. If you have any questions or require further assistance, do not hesitate to contact our customer support team.

  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.

  
  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 20862092
  
  I am rejecting this response because: the last message sent from Remitly via BBB was blank.  It was an empty - no text.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 20862092
  
  I am rejecting this response because:

  Due to the fraudulent charges from Remitly, the bank issued a new card with new numbers.  I have the same account with the same bank but to prevent more thief, bank issued new card number.

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

• Initial Complaint

  Date:11/10/2023

  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 open Remitly account from my phone to send money faster to ******. They promise to provide perfect service .october 3 i send first transfer for 3 000$ dollar , since they have limit per day 3000$ i have to wait 24h before send all today 9 000$ ...I contact several time costumer service to make sure transfer will be go true.But after money arrive to ****** bank Remitly refuse to provide additional information to ****** bank and ****** bank block money...i contact remitly every day since october 18 but they refuse to help me ,they also refuse to give me money back..!!!!!! i attach statement where Remitly took money from my bank and never send it to ******!!!

  

  Business Response

  Date: 12/21/2023

  *************************************
  ********************************************br>** ***** *** 
  Daytime Phone: ***************
  E-mai: ******************
  
  Re: BBB Complaint 20852031
  Dear *************************************, 
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 10, 2023. Thank you for bringing your recent experience to our attention.  
  We are truly sorry to hear about the issues you've experienced with your transfers to ****** through Remitly. Regarding the transfers totaling $8,974.00 and the subsequent delay and issues with the bank in ******, it's concerning to hear that the funds have been blocked and that you have faced difficulties in resolving this matter with our customer service team. 
  Our team has diligently looked into your concern with our partner bank and we can confirm that the funds have indeed been released to the intended recipient. To thoroughly investigate the issue, our Escalations team will be in contact with you shortly. For a more detailed investigation, we may need a copy of the recipient's bank statement. Your cooperation in providing this information will be greatly appreciated and will assist us in resolving the matter efficiently.
  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

  since November i try to get refund my $ **** nine thousand dollar from Remitly !!!! they took money and never send them !!!!!!!! every time i called them different people pick up the phone and said ok,we understand the problem dont worry we will send you money back. And nothing happen, please help me to get my money back from this criminal ,money laundering criminal gang!!!!!

  

  Business Response

  Date: 01/29/2024

  Hello *************************************,
  
  Greetings from Remitly.
  
  We are writing back in response to the complaint you filed with the Better Business Bureau on January 19, ****. We would like to thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that Remitly took an amount of about $9000 which was never sent to your recipient. We reviewed your Remitly profile and found the submission of three (3) transactions and the details are as follows:
  
  1.
  Date: 10/03/23
  Reference #R47771402216
  Amount:  $2,980.00
  Recipient: Dzmitry Harelchyk
  
  2.  
  Date: 10/04/2023
  Amount: $2,997.00
  Reference #R92957342219
  Recipient: Dzmitry Harelchyk
  
  3. 
  Date: 10/05/2023
  Amount: $2,997.00
  Reference #R25734645379
  Recipient: Dzmitry Harelchyk
  
  These transactions were all completed. On our end, a completed transfer means that the funds were successfully deposited into your recipient's bank account. Also, please be advised that even if an account is locked or dormant, it will still receive deposits and can be reactivated as long as the recipient contacts their bank and follows the necessary procedures.
  

  On the other end, since you have reported otherwise, we coordinated this with our ************ and they confirmed that the funds were successfully deposited into the given receiving account (recipient's account ending in ****) and they already responded to us several times that they need a fresh bank statements for the recipient's account ending with *******.
  
  In this case, several previous Remitly associates ask you to submit to us so we can forward it to our partner bank however, you still refused to provide us the documents.
  
  Please be reminded that prior to this complaint, you already filed a BBB complaint back on November of 2023 and we also responded in that complaint and indicated there that in order for us to better investigate your concern, we need a copy of your recipient bank statement. This BBB complaint with ID number ******** was closed because BBB did not receive any response from you.   
  
  Kindly be reminded that for some transactions, in accordance to our policy, we may request for the some documents in order for us to process the transfer or to help resolve whatever issues our customer may encounter. This is also indicated on our User Agreement . You may refer to this link: Section 7. HOW AND WHY WE COLLECT PERSONAL INFORMATION.
  
  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.