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:20/05/2025

  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 do transaction with remity on 27 April ******************************************************************************************************* they sent money idfc first bank since last 10 days I contacted remitly customer care each and every time I received one respond wait 24 to 48 hours no one give me final solution

  Business Response

  Date: 27/05/2025

  ***** *****
  ********************************************** 4X1 CANADA
  Daytime Phone: **************
  E-mail: **********************************************

  Date: May 27, 2025
  Re: Complaint Number 23342955

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated May 16, 2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported that your transaction has been delayed and that you received various assurances regarding the resolution timeline.

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

  Upon investigation, we found the submission of a transfer on April 25, 2025 for reference number R68809255450 amounting to $2,000.00. 

  Clarification on the Delay

  While the majority of transactions are processed instantly, certain factors may impact delivery times, including:

       The accuracy of the information provided, including both sender and recipient details
       Operating hours of the receiving bank or cash pickup location
       Requests for additional verification to ensure transaction security
       System updates or maintenance by our partners
       Unforeseen technical issues or downtimes experienced by our partners

  In your specific case, an incorrect IFSC code was provided during the transaction. Once a transfer is sent to our partner, changes can only be made with their approval. Please also note that as an online remittance service, Remitly does not have direct access to your bank account. As a result, we rely on our partners to provide updates and process changes. Additionally, we encountered a technical issue that contributed to the delay.

  We acknowledge that you've reached out multiple times and have received various assurances regarding the resolution timeline. Our team strives to provide the most accurate information available at the time of each inquiry.

  Action We Took

  As requested, transaction R68809255450 was canceled on May 21, 2025. We appreciate your confirmation during our phone conversation that the $2,000.00 refund has been received.

  To help avoid future issues, we have removed the recipient ***** ****** ***** from your contact list. You are welcome to re-add this recipient at any timejust ensure all details are accurate.

  As a goodwill gesture for the inconvenience, a $100 discount has been added to your Remitly profile and will be automatically applied to your next transfer.

  Additionally, an update regarding this matter has been sent to your registered email address: ************************************.

  Recommendations and Next Steps

  Weve noted that your husband has contacted us on your behalf on several occasions. While we understand that language barriers can be a challenge, for your security, we kindly request that you contact us directly in the future. Were happy to arrange a language translator to assist during the call.

  Please also be reminded that sharing your username and password is not permitted. Your Remitly profile is for your personal use only.

  As you confirmed during our recent communication that you have no further concerns at this time, we are now marking this case as resolved and closed.

  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: 28/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/05/2025

  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.

  I am writing to file a formal complaint against Remitly regarding a recent incident in which I was scammed out of my money using their platform. I used Remitly to send money to a recipient in ***** named ***** *****, under the impression that I would receive a service in return. Unfortunately, I never received the promised service, and after the transaction was complete, the recipient blocked all contact with **** contacted Remitly to report the issue and seek support or a refund. However, their response was dismissive and unhelpful. They informed me that being scammed through their platform is not their responsibility, even though the transaction was clearly linked to fraudulent activity.I have attached screenshots of the transactions for your reference. The payments were made on or around April 28th and May 1st, 2025, totaling over Ksh ****** (approximately CAD 230). These transactions were completed using Remitlys services, yet they have not taken any steps to investigate or assist in resolving the issue.I am deeply disappointed in Remitlys handling of this matter and the lack of protection they offer to their customers in cases of fraud. I request that the BBB investigate this issue and hold Remitly accountable for its failure to support consumers and address fraudulent use of its platform.Thank you for your time and attention to this matter.Sincerely, Chukwuka

  Business Response

  Date: 18/05/2025

  ******** Okwusiuno
  ,ON L6X 5G5 Canada
  Daytime Phone: **************
  Email: *************************

  Date: May 19, 2025
  Re: Complaint Number 23318768

  Dear ******** Okwusiuno,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on May 12, 2025. Thank you for bringing your recent experience to our attention.

  Summary of Your Complaint
  You reported being the victim of a scam after transferring funds to a recipient in ***** in exchange for a promised service that was never delivered. Following the transaction, the recipient ceased all communication, leading you to believe the arrangement was fraudulent. You contacted Remitlys customer support team to request assistance in recovering the funds.

  You also shared that your experience with our support team left you feeling dismissed and that your concerns were not taken seriously. You expressed dissatisfaction with what you perceived as a lack of thorough investigation and accountability from Remitly, particularly in regard to the role our platform may have played in facilitating the fraudulent activity.

  We understand how distressing such situations can be and want to assure you that we take these matters seriously. Below is a summary of our investigation and the actions taken.

  Account Registration
  Our records show that you created a Remitly account on April 8, 2025, at 10:57 PM Pacific Time using the email address *************************.
  

  Transaction History and Timeline
  April 28, 2025 at 1:40 AM Pacific Time - You initiated a transfer of $75.00 to ***** ***** via M-Pesa mobile wallet ending in 8394 (Reference Number: R99672697974). The transaction was completed immediately according to your instructions.
  
  April 30, 2025 at 3:12 PM Pacific Time - You sent an additional $150.00 to the same recipient (Reference Number: R68725013745). This transaction was also completed without delay.
  
  May 1, 2025 at 2:50 PM Pacific Time - A final transfer of $30.00 was made to the same recipient (Reference Number: R85732913721) and was successfully completed.
  

  The payments for these transactions were successfully verified using 3D Secure (3DS) authenticationa widely recognized security protocol designed to protect online payments by ensuring that only the authorized cardholder can complete the transaction. Depending on your card issuer, this process may involve a one-time passcode, biometric verification, or other secure methods.

  In your case, each of the three transactions was successfully authenticated through the 3DS process. This confirms that the payment was initiated and authorized by you before the funds were released and delivered to the recipient. This security measure helps protect you as a cardholder and provides assurance that the transfers were processed securely and as intended.

  Scam Report and Our Immediate Response
  On May 1, 2025 at 4:06 PM Pacific Time, you contacted our support team via chat to report a scam. You explained that you had been communicating with someone claiming to be a product vendor. After sending payments based on their requestsfor shipping, order processing, and other expensesyou discovered the claims were false and were subsequently blocked by the individual.

  Immediately after receiving your report, we suspended your Remitly account to prevent further losses, flagged the recipients account for further review, submitted reversal requests to our partner for all completed transactions, explained to you that this recall request is handled on a best-effort basis and success depends on the policies of the recipients bank, and referred you to our User Agreement.

  As of this writing, we have not received confirmation of any successful reversals from our partner. Regrettably, this means we are unable to issue a refund for the completed transactions. Once a transaction is marked as complete, it is considered final and irreversible. We understand this is not the outcome you were hoping for and sincerely apologize for any frustration or inconvenience this may cause.

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

  6.3 IMPORTANT SERVICE RESTRICTIONS
  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.
  

  8. 2 ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  Refunds. You can cancel your Transaction at any time prior to its completion. Completion means that your Recipient has claimed the money you sent either through cash pick-up, home delivery or the funds have been deposited to their bank account. Upon receipt of a cancellation request, we may confirm with our Service Providers to determine whether the transaction has been completed prior to initiating a refund. The Transaction Amount will not be refunded after completion.
  

  16. SECURITY
  Your security is very important to Remitly, and we use a variety of security measures to make sure that your information is secure. We urge you to think carefully before sending money to anyone that you do not know well. In particular, you should be cautious of deals or offers that seem too good to be true. If you think you have been or might be a victim of fraud, please contact us immediately by telephone at ************** (or *****************). If you are aware of anyone or any entity that is using the Service inappropriately, please email us at ******************************* If you receive any fake (phishing) emails, purporting to be from Remitly, please forward them to us at *******************************
  

  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:08/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: March 08, 2025 10:31PM.Amount of money paid to the business: $230.00 Nature of Dispute: I have been using this business for a while with multiple transactions in the past. The last transaction had an issue. The $230.00 has been deposited to the business as supported by the letter from my bank and bank statements. The transaction was still in 'pending status' after I have completed the interac transfer to business. Afterwards, I called Remitly Agent and was advised to cancel the transaction to recover the amount and restart the money send. No refund has been deposited back to my **************** tried to resolve the problem: Every time I will call them, I always get the same response - which is they're currently investigating. I figured to file complaint here and also advised by a friend of mine, to have a different approach to recover my money.

  Business Response

  Date: 09/05/2025

  ****** Edrian *******
  ON M4C 2J9 CANADA
  Daytime Phone:************** 
  Email: ********************************
  
  Date: 05/09/2025
  Re: Complaint Number 23300083
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated May 8, 2025. Thank you for bringing your recent experience to our attention.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  In the complaint, you reported that after completing the Interac e-Transfer for your $230 transaction on March 8, 2025, the transfer remained pending, and despite canceling as advised, you did not receive a refund.
  
  Upon investigation, we confirmed the transaction was pending because the funds had not yet reached us. After receiving your bank statement and confirmation letter, our ****************** worked with *********** to trace the funds. On May 7, 2025, we received confirmation that the funds had been successfully delivered to Remitly.
  That same day, we contacted you and provided two options for your refund:
  
  -A wire transfer to your bank account.
  -A credit of $230 applied to your Remitly account.
  
  You chose to receive the refund as an account credit. We applied the $230 to your Remitly profile and added an additional $20 credit as a gesture of goodwill for the inconvenience, bringing your total available credit to $250.

  This credit does not expire and can be used toward a future transaction. To apply the credit, we recommend selecting a debit card or bank account as your payment method. You will not be charged for the $250 amount if your transfer total matches the credit available.
  
  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: 09/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Edrian *******

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following was the email I sent to the Remitly which they didnt even bother to check and it addresss my issue: Hi I am writing to express my disappointment regarding an unauthorized charge of $12.50 to my account. I attempted a transaction, but it failed and was never completedyet I was still ********** prevent any future charges, I tried to remove my card details from the platform. Unfortunately, I found no option to delete the card permanentlyonly the option to temporarily stop the service for six months. I selected that option, expecting it would pause any charges, but to my surprise, I was immediately charged $12.50 without any notification or confirmation.This is extremely frustrating, especially considering I did not use the service and was only trying to secure my account from future charges.I respectfully request a full refund of the $12.50 and would appreciate your assistance in ensuring my card details are removed from the platform permanently to avoid any such issues going forward.

  Business Response

  Date: 09/05/2025

  Rashamdeep Kaur
  , ON L5B 3N3 Canada
  Daytime Phone: **************
  Email: ****************************

  Date: May 9, 2025
  Re: Complaint Number 23283800

  Dear Rashamdeep Kaur,
  

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on May 5, 2025. Thank you for bringing your recent experience to our attention.
  

  Summary of Your Complaint
  You reported being unexpectedly charged $12.50 following a failed transaction, despite efforts to remove your card information and pause the service. You requested a full refund for this amount and asked that your card details be permanently removed from our system to prevent future charges..

  We understand how distressing this situation must be and take such matters very seriously. After conducting a thorough review, we have outlined our findings below.

  Investigation and Findings
  After receiving your complaint, we carefully reviewed your Remitly account and transaction history. Our investigation found no evidence that a $12.50 charge was made by Remitly. This includes all completed transactions and any standard service fees.

  To gather more context,  a member of our team contacted you by phone on May 7, 2025. During the call, you indicated that the charge in question occurred on April 15, 2025, and was withdrawn from your checking account ending in 1887. At that time, we kindly requested a copy of your bank statement covering the period from April 15, 2025 to the present, which you agreed to provide.

  Document Review
  We received your bank statement on May 8, 2025, and immediately forwarded  it to our internal team for detailed review.

  Upon examination of the document, we confirmed that the $12.50 charge appears as a service fee assessed by your bank, rather than a charge from Remitly. In many cases, financial institutions may apply such fees in connection with stop payments or account protection services. 

  Because the charge was assessed directly by your bank and not by Remitly, we are unfortunately unable to issue a refund. We strongly encourage you to reach out to your financial institution for additional information about the fee and whether it can be reversed.

  Card Details and Account Status
  According to our records, there is currently no debit or credit card enrolled on your account. This means there is no saved card on file that could be used for future transactions or accidentally charged.
  

  For added peace of mind, you can verify this by logging into your Remitly account and reviewing the Payment Methods section.
  

  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:28/04/2025

  Type:Customer Service 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 two remitly accounts. I used one of the account to send money back home through my bank account [line of credit] to ***** for relative( my wife's uncles wife's account). ********************** customer service called and confirmed. **** requested information. Like bank statement. Remitly customer service mentioned they are not able to send transaction as I violated there policy guidelines. When requested for clarification was prompted to read guidelines. When requested how I can resolve the situation. They mentioned i have banned for life use there service. Wanted clarification on what mistakes I committed.

  Business Response

  Date: 29/04/2025

  ******** ****** **** *******
  , ON M9R 3Y9 CANADA
  Daytime Phone: **************
  Email: ****************************
  
  Date: April 29, 2025
  Re: Complaint Number 23254977
  
  Dear ********,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 4/26/2025. Thank you for bringing your recent experience to our attention.
  
  We reviewed your Remitly activity again and determined that we will not be able to reactivate your profile because it violates our User Agreement. This decision is final.
  
  We understand this may be disappointing, but please know that this outcome followed a thorough review of the information associated with your account. Due to our policy, were unable to provide you with additional details on this matter moving forward thank you for your understanding.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.
  
  

  Customer Answer

  Date: 30/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****** **** *******

• Initial Complaint

  Date:25/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to present a problem as follows:On April 16, 2025, I sent some money to ******* through the Remitly money transfer service. They sent me the notice of money that was successfully delivered immediately. But when I checked my account in *******, there was no money. On April 17, I contacted Remitly and the consultant said that I entered the account error, so the money was sent to the wrong account.(I don't think I did it wrong) When I asked them to send me the details of the account number I had transferred to make sure I entered the wrong one as they told me, they did not give it because it was the personal security information (the receipt showed only the last 4 digits numbers and those are right). They advise me to work with the **************** But when I informed the **************** they said that there was no $ ******* ( ************* VND ) transferred to their bank on that day and they required the account number that I had entered wrong to check accurately. I continued to contact Remitly but they kept telling me that they couldn't provide personal security information. When I asked if I entered the wrong, why the account number and the name did not match the money was still successfully transferred, and they could not explain it. Remitly said they would send a reversal email to the 3rd party and I would have to wait ***** hours for their response. Today, April 24, 2025, I still don't have any issues with Remitly. On the other hand, the *************** is sure to me that there is no $******* transfer to them. If they have it they will transfer it back cause the account and the name do not match. I really want a full refund of that amount

  Business Response

  Date: 30/04/2025

  *** ****** **** ***
  **************************************************************** 2V9 CANADA
  Daytime Phone: **************
  Email: ******************************
  
  Date: April 30, 2025
  Re: Complaint Number 23248262
  
  Dear *** ****** **** ***,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 4/24/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that on April 16, 2025, you sent $2,443.77 to ******* through Remitly and received confirmation that the funds were delivered. However, the money did not arrive in the intended account. You were later informed that the funds were sent to the wrong account due to an input error, which you dispute. You requested the full account number used to verify this, but it was not provided due to privacy policies. The recipients bank confirmed that no such transfer was received and asked for the account number to investigate. Although ********************** submitted a reversal request, you stated that as of April 24, 2025, no update has been provided.
  
  Upon investigation, we found that on April 17, 2025, you contacted us to report that the transaction was not completed. Our team requested the recipients bank account details and identified that the funds were sent to an incorrect account number. You were informed that we submitted a cancellation request to our delivery provider; however, the reversal was not guaranteed. As of the time of this response, our delivery provider has been unable to cancel the transaction.
  
  As outlined in our User Agreement, you may cancel a transaction at any time before its completion. A transaction is considered completed once the recipient has claimed the fundseither through cash pickup, home delivery, or a successful bank deposit. When a cancellation request is submitted, we coordinate with our service providers to confirm the status. Given that our delivery provider has been unable to reverse the funds, we regret that the transaction is not eligible for a refund.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  
  Thank you.
  
  Remitly, Inc.
  
  
  
  

• Initial Complaint

  Date:14/04/2025

  Type:Customer Service 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.

  An unsuccessful and a successful attempt to were made to take money from my account through this company. The individual somehow got a hold of my **** debit card information and initiated a transfer using a fake name to the *********** wit Remitly when *** never had an account before. They refuse to tell me when or how my refund will be issued and how they will stop fraud like this from happening in the future.

  Business Response

  Date: 20/04/2025

  ******** ******
  8 *********************************************************** 2P6 CANADA
  Daytime Phone: **************
  E-mail: ***************************************
  

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

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated  April 13, 2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you reported that there were unsuccessful and successful attempts to send unauthorized transactions through our platform. And you have confirmed that you do not have a Remitly profile. You mentioned that ...They refuse to tell me when or how my refund will be issued and how they will stop fraud like this from happening in the future.

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

  Thank you for providing a screenshot of the successful unauthorized transaction. Based on the information you shared, we were able to identify and suspend the associated Remitly profile.

  Both transactions now appear as cancelled. The successful transaction was cancelled following the suspension of the profile after your email to us on April 10, 2025. The refund should be available on your account within 510 business days from the date of cancellation, depending on your banks processing time.

  You may use the Acquirer Reference Number (***): *********************** to track your refund's status. We recommend that you reach out to any representative of your bank and provide the *** for assistance.   

  We are glad to hear that you have reported this to your bank for proper handling.

  Please be aware that there are several ways personal information can be unknowingly exposed:
          Using public and/or unsecured connections
          Browsing and/or visiting unprotected websites
          Installing unverified apps on your devices

  If you receive an email or text message from a company you do business with and think its real, its best not to click on any links. Instead, contact them using a website you know is trustworthy or look up their phone number independently. Dont call a number provided in the message or from your caller ID.

  Due to confidentiality and regulatory obligations, we are unable to share more specific details about the nature of our investigation. This policy helps protect all our customers and maintain the integrity of our security procedures. If you would like more information on our terms of service, we encourage you to review our User Agreement, which provides further insight into our policies and how they are applied in situations like this.

  If you have further questions or would like to speak with us directly, feel free to provide an alternate contact number and your preferred time for a callback.

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

  
  Thank you.

  Remitly, Inc.
  

  
  

  Customer Answer

  Date: 22/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/04/2025

  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.

  Ur 3 agents are very slow and 3 agents are answer in 3 different different ways.And remitly is charge in express and deliver like normal Than why we are pay charge in express And ur agents are not connect with supervisor Agents are west my 3 -4 hours in chat I have chat screenshot and audio .Very bad behavior and etc...Remitly can not solve my problem is have many proofs .My 2 transection Both transection same issue than why we are pay extra Remitly is fraud

  Customer Answer

  Date: 03/04/2025

  Remitly is charged express and proceed with normal 

   

  And I can pay like express way 

   

  Than why Remitly charge ?

  Business Response

  Date: 05/04/2025

  **** *****
  ******************************************************** CANADA
  Daytime Phone: **************
  E-mail: ***************************
  
  Date: Apr 5, 2025
  Re: Complaint Number 23152933
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 04/02/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you expressed concern that your recent transactions were charged as Express transfers but were delivered with regular processing time.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation we found that both transactions were submitted using Interac e-Transfer as the payment method. While we understand you were expecting an express delivery, it is important to note that Interac e-Transfer functions similarly to paying with your bank account but without requiring you to enter your banking credentials directly. The payment is approved separately, usually via email or SMS, and this additional step can impact the speed of the transfer.
  
  Because of this process, transactions funded through Interac e-Transfer do not qualify for express delivery and instead follow the regular delivery timeframe, similar to payments made with a bank account, which may take longer to process and deliver.
  
  Now, both transactions have been successfully delivered within the expected delivery date provided at the time you submitted the transactions.That said, we are pleased to confirm that both of your transactions were delivered successfully and within the expected timeframes provided at the time of submission.
  
  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:01/04/2025

  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.

  I frequently send money to my relatives in *******, as reflected in my transaction history. However, on March 31, 2025, at 3:36 AM EST, I mistakenly sent funds to the wrong recipient due to a similar last name. Unfortunately, when I reached out to customer service for assistance, not only was the representative unhelpful, but also extremely unprofessional.Given this experience, Im considering taking my business elsewhere.

  Business Response

  Date: 04/04/2025

  Dear Hana,

  Please find attached Remitly's response to your BBB complaint.

  If you have any queries please do not hesitate to contact us.

  Kind regards

  Ciara B

  Complaints Specialist

  Remitly Inc

• Initial Complaint

  Date:20/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $400 to a person named **** *****, it was for an item. But I never received it. They have completely stopped answering me. So I thought Id take it up with the money sending service Remitly, I messaged them and they told me they arent responsible for things like that.

  Customer Answer

  Date: 20/03/2025

  Remitly will not refund my money that was taken from me when I was scammed. They say its not within their jurisdiction or guidelines. I lost $400 to a person named **** ***** from the ***********. He will not answer any of my messages or calls. He keeps ignoring me, I never received what I paid for.

  Business Response

  Date: 21/03/2025

  Jaileena ********
  ***************
  *********************
  Daytime Phone: **************
  Email: *************************************
  
  Date:03/21/2024
  Re: Complaint Number 23089451
  
  Dear Jaileena,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated March 20th, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that you were a victim of a scam involving a transaction made on March 19, 2025, for $400, which you sent to the ***********. We regret to hear about the situation youve encountered, and we understand how frustrating it must be not to receive what you paid for. We also appreciate you sharing screenshots of your conversation with the recipient, which help illustrate your concern.
  
  After reviewing the details of your case, we regret to inform you that we are unable to issue a refund for this transaction. As outlined in Section 6 of our User Agreement, under ***************** Restrictions Commercial Transactions, Remitly is intended for sending money to friends and family. You should not use the service to send money except to people 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.
  
  We do our best to help protect customers by displaying a warning before completing a transfer:
  Do you know your recipient? If you send a transfer to a scammer, we might not be able to help, and you could lose your money.
  
  We understand this is not the outcome you were hoping for. Please know that this decision is in place to protect the integrity of our service and our customers.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company is always looking 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.