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:11/08/2023

  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.

  11/06/2023 Remitly started taking money out of my bank account using my debit card. I have contacted them 3 different times. This is not a real company. You can not talk to anyone in charge. I asked where they were located and all three answers, where all over. I asked for a street address and state. All three responses where there is no such thing. I work at Bank of *******, *******, **. We have had serval customers with this same issue. The customer service people ask for a transaction ref. number. I have given them the transaction number on the debit card, but that's not good enough. None of our bank customer's have an account with these people, therefore no one has a reference number they want. On our customer's debit card after every time this Remitly company tries to take money out of a bank account there's a different 4 digit code after the word Remitly. We would appreciate if the Better Business Beau would look into to on going issue.

  

  Business Response

  Date: 12/08/2023

  
  
  Re: BBB #********
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 07, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined your concern regarding an unauthorized charge on your account from **********************. You also mentioned that you do not have a Remitly account. 
  
  Upon further review, we have identified that the reported transaction in the total amount of $103.99 that was processed on your husband's bank account was canceled on December 01, 2023. The refund has been processed and should be posted to your account within ten banking days. To prevent any further transfers to be processed, we also suspended the access of the Remitly profile that was used to process the transfer.
  
  To reiterate, we sent you a separate email regarding Acquirer Reference number ***********************. This is to easily track the status of the refund with your husbands bank.
  
  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 invaluablePlease 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:11/08/2023

  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.

  This company stole ****** out of my bank account. Whoever the person was that used my card fraudulently. When I contacted this bank they were rude and asked me to send over my bank statement so they could investigate. They seen I had no account with them but wanted me to send my information over to them. I asked for a fax number the lady told me they had no fax number. Ok that part right there told me this was a scam that stile from me. I contacted my bank and put them on the phone with me. This company told me that the charges had already paid out and they said it would be investigated if I get my money back. I canceled my card went to my bank file a compliant to get my money back. Very unacceptable for them to do this and let charges go thru.

  

  Business Response

  Date: 12/03/2023

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 08,2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined your concern regarding an unauthorized charge on your account from **********************. You also mentioned that you do not have a Remitly account. 
  
  Please note that we may only conduct a thorough review on the reported transaction once we are provided specific details our Fraud Team has requested from you. 
  
  On the other hand, to protect the integrity of our internal processes and liabilities, we are unable to provide you with the specific details aside from the results of our investigation. We value your cooperation with your bank.
  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:10/31/2023

  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.

  I have fradualent transaction done from my remitly account on oct 31st .Some one logged into my account and transferred amount of $2435.16 for each transaction.Total amount is $4870.32 .There are 2 reference numbers R81292883473 and R19717358164.The amount went to some bank in *****.That is not my bank account details .I called Remitly and told them ,Customer support kept me in hold for more than 35 minutes and said they dont see any fraud and they cant help **** am not sure why they cant help me .This is purely fraud .I also called BOA and asked them to stop the payment .They asked me to file a complaint ,i did .I called Remitly again and they said they cant help .I have no place to go .Please help .

  

  Business Response

  Date: 11/09/2023

  Hello Team, this email is to address the customer concern and we found there was acq count taken over as aanc

  

  Business Response

  Date: 11/09/2023

  Hello Team, Please find here our findings related to out customer concern in which ********************************* reported there were two transactions fraudulently made on her Remitly account, it was confirmed there was an account take over from our side as there was different ******* from different devices and location. Originally we received formal complaints reported to Remitly from our customer and the final resolution over the phone due to it was verified fraudulent activity therefore we were going to proceed with the refunds, nevertheless, customer was previously advised to submit a dispute with her bank and while speaking to her she confirmed bank submitted dispute towards Remitly, since customer took this action we would not be able to proceed personally with customer with the refund as once we receive claim from her bank we will proceed to accept the dispute and funds will be reversed to our customers bank account, if we proceed with the refund personally with the customer this will be a double loss to **********************.

  The customer has now already been informed about the resolution to her case, we are now waiting her bank to send to Remitly the formal dispute report for us to proceed with the refund to her bank account.

• Initial Complaint

  Date:10/31/2023

  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.

  Was using their service, when suddenly after one transaction, it was suspended - required more info to verify me. They asked for: 1) drivers license; 2) photo; 3) video (live); and they already had a stored debit card.When they denied my transaction, and permanatly suspended me, they refused to explain the reason. Subsequently, I asked that my account, and all personal/private info be deleted. They refused.This company was evasive, calling it a permanent suspension. Now, they have all my private info, in their site, and refuse to delete it. Who knows, what kind of hacking of their DB, or other security breaches, my info could be exposed.10/29/2023

  

  Business Response

  Date: 11/09/2023

  As our customer mentioned, we requested documentation to verify his identity to discard possible events where the customer could be victimized that could result in losses, and by doing our internal evaluations, we guarantee the security of our users. We do this to ensure everyone using our service is abiding by local laws, money transfer regulations, and the conditions of our user agreement in order to keep providing a secure and dependable way to send money.

  Based on our assessment, we decided to proceed with the suspension of the account, and for internal reasons, we didn't provide the customer with the main reason why we had taken this difficult decision.

  When a customer requests to delete his information from a Remitly profile, as permitted by law, we may retain some of his personal information even after we process the deletion of his profile. An example of why we do this is to comply with our companys legal obligations as a regulated financial institution and to protect our customers from fraud. For example, we may retain transaction data to comply with our financial, tax, and anti-money laundering reporting obligations.

  As part of processing his data deletion request, we only proceeded to delete his two debit cards, and he received an automated email from Remitly confirming that his profile had been closed.

• Initial Complaint

  Date:10/18/2023

  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 $250 dollars to my brother to ****** Sunday Oct 15th at 334pm - it was supposed to take 30mins to send. Transferred showed as completed. However, my brother had not received money. He personally went to his bank Banorte to get a solution since he has changed debit card and thought that could be the issue even though transfer was sent to bank account which remained the same. ******* denied any transfer being done. On the 3 day maximum for a solution (Wednesday) I call Remitly and they said probability of getting my money is zero. That the transfer was completed and there was nothing they could do. This was through costumer service since you cant speak to their solution team or supervisors. I state to them Banorte is claiming they returned money to them and costumer service agent **** was perplexed. Over all, I understand the quantity isnt huge but its hard earned money THAT DID NOT belong to them. Its the moral of the company and their corrupt procedures that lead me to file a complaint because if they did this to me they will do it to everyone. Based on their reviews here I can see this is a normal practice to them.

  Customer Answer

  Date: 10/25/2023

  My name is *****************************, I had opened a complaint against Remitly - complaint # referenced above. 
  I wanted to inform you this issue has been solved, not by Remitly but by Banorte (recipients bank) I obtained absolutely NO help from Remitly. I called so many times for help and direction and I was always met with the same answers our investigation team is investigating, we have no new information someone will call you 
  I never received a call from such department until last night after they received my complaint through BBB they contacted me to follow up. And still had no answers but questions about my case. Thankfully by this point I had already learned from my brother his bank had aide him in getting the money. 
  It was thanks to my brother the recipient who went and spoke to his bank and called multiple times including calling Banxico(mexicos main bank) for help that we continuously received information on the case and the where abouts of the money. 
  ******* managed to obtain the money and deposit it to my brothers bank account despite his debit card having expired and therefore his card number changed. 
  Thank you,
  *****************************
  

  
  

• Initial Complaint

  Date:10/18/2023

  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 through remitly un express way, which my recipients suppose to receive in minutes, but its been 5 days its still in processing. I am calling every single day but no solution. They are not refunding it to me neither to my recipient and keep lying.this is happened to me before too.no customer services at all.

  Customer Answer

  Date: 10/25/2023

  I wanted to let you know that my complaint  no   20745011 has been resolved .remitly gave me my money.
  Thank you so much for your help. 

• Initial Complaint

  Date:10/05/2023

  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.

  This company tried to steal $989 dollars from ** and went as far to spoof the banks phone number to trick us in to stealing more. I called the bank and they said they did not call us and will be taking care of the charges I will be filling a report with the ** as well.

  

  Business Response

  Date: 10/12/2023

  ***************************
  *****************************************************************************
  Daytime Phone: ***********
  E-mail: ****************
  
  Re: BBB Complaint ID: ******** 
  
  Dear  ***************************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on October 05, 2023. Thank you for raising the matter to our attention. 
  
  We have thoroughly investigated the matter and regret to inform you that we were unable to locate your customer account in our system.  To rectify this issue, we kindly request that you provide us with additional information to assist us in locating your account. Please provide us with any relevant details such as the transaction reference number, the email address, name and contact number  registered in the Remitly profile. This will enable us to conduct a more thorough search and locate your account accurately.
  
  Once we receive the requested information, our dedicated team will prioritize resolving this matter promptly. We assure you that we will make every effort to locate your account and provide you with the necessary assistance to address your concerns.
  
  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:09/27/2023

  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 paid Remitly $167.00 USD to send to someone in ******, ***********. The Transfer Number is R34 435 296 478 The date was August 22, 2023. OVER A MONTH AGO.Remitly claimed they sent it, but my friend never got the money. Then I called them and they said they would investigate and call me back... BUT THEY NEVER DID.If Remitly is not a scam, then they are just very very bad at what they do, and they lie, and they do not follow up. They do not care about their customers. I'll be lucky if I get a refund. We'll see.

  

  Business Response

  Date: 10/05/2023

  *************************
  ** 94502
  Daytime Phone: **************
  Email: *****************
  
  Re: BBB Complaint #********

  Dear ****, 
  
  Greetings from Remitly. We are writing to the complaint you filed with the Better Business Bureau on September 27,2023. 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 R34435296478 on August 18, 2023 with the amount of  $164. The transfer was immediately forwarded to our partner bank for processing. 
  
  On September 14,2023, you informed our customer service that the money was not received by the recipient. Remitly Customer Support escalated your concern  and our team reached out to our partner bank to obtain the final status. Our partner bank confirmed that the money was successfully deposited into ***************************** ******************** account ending in 3385.
  
  Based on our investigation, we can confirm that the transaction was authorized and you agreed to send money in line with our User Agreement Policy. We regret to inform you that we will not be able to issue you a refund. 
  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: 10/06/2023

   
  Complaint: 20661901
  
  I am rejecting this response because:  Remitly LIES and only give fraudulent excuses to keep the funds.  They have provided absolutely no proof of their claims.  They have only provided fraudulent, internally-generated documents.  I maintain that Remitly is a SCAM OPERATION.  Use At Your Own Risk.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/23/2023

  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.

  09/05/2023 Two fraudulent Unauthorised Transactions were permitted by Remitly $ ***** and $ ***** Amounts. Account was closed They took no responsibility for it

  

  Business Response

  Date: 10/02/2023

  *******************************
  **************************************;
  **********, ** 15218
  Daytime Phone: ***************
  Email: ******************
  
  Re: BBB Complaint #********
  
  Dear *******************************,
  
  Greetings from Remitly. We are writing in response to the complaint case that you filed with the Better Business Bureau (BBB) on September 23, 2023. Thank you for bringing your recent experience to our attention. 
  
  In your complaint, you outlined security concerns relating to unauthorized transactions from your Remitly profile. We are sorry that you have to deal with this. 
  
  On September 03, 2023, we received your call that someone tried to access your account. Based on our investigation, two questionable transactions (R37915337222 and R79957333576) in the total amount of $25.98, were made and our Customer Protection team was able to immediately suspend the account and advise you to create a new Remitly Profile.

  On September 30, 2023, a member of our Escalations team reached out to you via email, reversed the two transactions and issued a refund. Note that the refund would take up to 10 banking days to reflect on your account. 

  We have also sent you another email to inquire about any recent phishing attempts, suspicious emails that you may have been opened or replied to, reports of winning lottery prizes, and instances of compromised accounts. This information is necessary in order to address any fraudulent activity related to your account. To ensure the utmost security and protection for your data, we employ several stringent security measures including banking-grade encryption. Your Remitly account undergoes regular verification procedures as part of our commitment to maintaining high levels of security, trustworthiness, and safeguarding user information.  
  
  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:09/21/2023

  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.

  I have never done business with this company but on September 18 5 separate charges appeared on my bank statements.I attempted to contact them and got a call center located in ***** that took my information and stated a higher up team would review the information.According to my bank this company has been attempting to take money out of my account since the 14 the if September.My account is overdrawn and I have bills to pay and no way to pay them.I want my money reimbursed and the overdraft fees reimbursed and any other things I may suffer from this reembursed

  Customer Answer

  Date: 09/22/2023

  I have called the number several times to still only get the call center and same story over and over. I have requested to speak to the ***************** was told they can't give me the info nor transfer me. No one has reached out to me to resolve this

  

  Business Response

  Date: 10/01/2023

  *********************
  6867 Winchester Dr
  *******, ** 73036
  Daytime Phone: ************ 
  E-mail:*******************
  Re: BBB Complaint 20635141 
  
  Dear *********************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 21, 2023. Thank you for bringing your recent experience to our attention. 
  
  In your complaint, you outlined concern relating to unauthorized transactions on your card from Remitly. You also mentioned that you did have an account with **********************.
  
  Our team investigated the charges you reported as unauthorized. Our team conducted an extensive review of your concern and reached out to you to ask for additional information.  Please be assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this matter aside from the results of our investigation. 
  
  In addition, you also informed our team that you have reached out to your bank to report the said charges. Rest assured that we will work with your bank to settle the 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.
  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20635141
  
  I am rejecting this response because:
  The company contacted me on 9/21/23 or about then and I gave them all the information they requested and they  stated I would hear back from them by 09/26/2023. This is the first time I have had any contact from them since I gave them the information. The charges are still on my account and my bank has not heard anything. My bank told me that **** has up to 45 days to reverse the charges. So all of my finances are in a mess. I feel this company is doing nothing but blowing smoke. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/05/2023

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

  Re: BBB Complaint 20635141 

  Dear *********************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 21, 2023, and the response received on October 2, 2023.. Thank you for bringing your recent experience to our attention. 

  In your complaint, you outlined concern relating to unauthorized transactions on your card from Remitly. You also mentioned that you did have an account with **********************. Our team investigated the charges you reported as unauthorized. Our team conducted an extensive review of your concern and reached out to you to ask for additional information.  Please be assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this matter aside from the results of our investigation. 

  In addition, you also informed our team that you have reached out to your bank to report the said charges. Rest assured that we will work with your bank to settle the matter. 

  We regret to hear that you have rejected our response, and we understand your concerns and frustrations. In light of your rejection of the initial resolution, we kindly request that you withdraw your dispute from your bank and send us a copy of the confirmation letter. Otherwise, we will work with your bank to settle the dispute and the investigation will be dependent on your bank's process. 

  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: 10/16/2023

   
  Complaint: 20635141
  
  I am rejecting this response because: I never said I had an account with you. I Never have had or will have an account with you someone in your company stole my info and drained money from my account. Why would I reverse my request for a charge back that has not been given yet 
  You stole from me once and want me to say it is ok. 

  To resolve this situation I want my money back and charged filled on the people responsible 
  Sincerely,
  
  *********************