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:23/01/2025

  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.

  I did one transaction via Remitley on 20Dec 2024. Pick up location was not releasing my funds and making excuses. On 26 Dec 2025 I cancelled the transaction due to Remitley issue. The policy says with in 10 business's days refund will be deposited in to my account but till now they are not depositing my money and making excuses. I shared my bank statement twice with Remitley and they are not refunding me.

  Business Response

  Date: 28/01/2025

  ******** ***** ******
  **************************************************************************** 3S1 Canada
  Daytime Phone: ***********
  E-mail: ********************************
  
  Date: January 28, 2025
  Re: Complaint Number BBB # ********
  
  Dear ******** ***** ******,
  

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated January 22, 2025. Thank you for bringing your recent experience to our attention.
  

  In the complaint, you reported that you have not received your refund despite sharing your bank statement twice.
  
  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.

  Transaction Details

  On December 20, 2024, at 8:02 AM Pacific Time, you submitted a transfer with reference number *********** amounting to $3,000.00.
       At 12:24 PM Pacific Time the same day, the transfer was marked Available for Pick-up by your recipient.
       At 2:32 PM Pacific Time, you contacted us to request the addition of "Texas" to your recipient's information. This amendment generated a new reference number: ***********.

  The updated transfer was queued for review by our partner. Please note that Remitly and its partners are required to comply with banking regulations, which include verifying customer information and requesting supporting documents to ensure secure transactions.

  On December 24, 2024, we received an update from our partner requesting additional details, including a copy of your recipients ID and Social Security Number (SSN).

  We appreciate your submission of the requested information and ID. However, as you declined to provide your recipients SSN, the transfer could not be processed. This led to the cancellation of the transfer on December 27, 2024. An email confirming the cancellation of reference number *********** was sent to you on the same day at 2:02 PM Pacific Time.

  As the transfer was processed through Interac e-Transfer, the refund must also be returned via their system. This process requires the following steps:
      Registering for an auto-deposit with your bank.
      Accepting the refund by answering a security question.

  Actions We Took

  On January 10, 2025, you confirmed during a phone call that you had enabled auto-deposit with your bank account. However, our records indicate that we have not yet received an Interac e-Transfer money request from your bank.

  We have escalated this issue to our team and are actively working with our partners to resolve the matter.

  We also acknowledge your multiple contacts between January 13 and 24, 2025, and we appreciate your cooperation in sending your bank statement twice, which has greatly assisted in our investigation.

  On January 27, 2025, during another phone call, you confirmed that:
      You have not received any SMS or email for the required security code.
      The previous link provided by Interac e-Transfer is no longer accessible because multiple incorrect attempts were made to input the security code.

  We have escalated this issue again to our team and our partners to investigate further.

  Refund Process

  As we do not have a definitive timeline for resolving this issue with Interac e-Transfer, we are offering you a manual refund as an alternative. Typically, manual refunds take 14 business days after approval. However, given the seriousness of your case, we are expediting the process, and your refund will be processed within 710 business days upon receipt of the required details.

  To process your manual refund, we kindly request the following information:
      Account Number
      SWIFT Code
      Bank Name
      Bank Address

  We appreciate your cooperation in providing the required information and have already received approval to proceed with the refund process.

  Rest assured, we will keep you informed of any updates as soon as they become available.

  Goodwill Gesture

  To compensate for the inconvenience, we have taken the following steps:

      Added a $100.00 discount to your Remitly profile, which will automatically apply to the final bill value of your next transfer.
      Refunded the $3.99 customer fee associated with this transfer.

  Our Recommendations 

  Moving forward, we recommend double-checking your recipient's information before submitting a transfer to avoid such inconveniences. Accurate details ensure that your hard-earned money reaches the intended recipient smoothly.

  Our Commitment To You

  We are fully committed to resolving this matter as quickly as possible. While we process your manual refund, we assure you that updates will be shared promptly as they become available.

  We sincerely apologize for the inconvenience this situation has caused and thank you for your patience and understanding. 

  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:30/12/2024

  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.

  Sender SS ******** ***** **************************************************************************** ************** Recipient KJ ***** ****** *************** Payment Details Submitted24 Dec, 2024 1:29 PM EST Reference No.R35 292 403 591 DeliveryBank Deposit BankState ************* (SBI)Bank AccountAccount ending in 6982 Delivery SpeedExpress CurrencyINR Available24 Dec, 2024 1:29 PM EST 24 Dec, 2024 11:59 PM IST Payment MethodMasterCard ending in 5882 Amount Sent85.65 CAD Fee1.99 CAD Total Amount Charged$ ***** CAD Total to Recipient? ******** INR Exchange Rate1 CAD = ***** Hello, I sent this amount to one of my friend to ***** using remitly service via an express method which promise to deliver the amount same day. They say it has been already deposited to the recipient bank account but recipient bank has not been credited. I contacted their support multiple times, without much help, they finally gave me a transaction request ID **********************. Recipient contacted their bank with the reference number they provided but they said they have not received any amount under this reference number. Can you please help me in this? I am very frustrated by their non-sense responses.

  Business Response

  Date: 01/01/2025

  ******** *****
  *****************************************************************
  Daytime Phone: **************
  Email: ***********************************
  
  
  Date: January 1, 2024
  Re: Complaint Number 22742003
  
  Dear ******** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 12/19/2024. Thank you for bringing your recent experience to our attention.
  
  Thank you for taking the time to speak with us on December 31, 2024. We appreciate your effort and patience as we worked to resolve the issue you experienced with your recent transfer.

  We are glad to hear that the recipient has now received the funds for transaction reference number R35292403591 in their ******************* account. As a token of our appreciation for your understanding, we have added a $20 credit to your account. This credit will be automatically applied to your next transaction with Remitly.

  Should you have any further questions or concerns, please feel free to reach out. We are here to help and remain committed to ensuring a smooth experience for you.
  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: 02/01/2025

   
  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:02/12/2024

  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 transferred $10,000 CAD to ****** ***** on October 07, 2024 in *****. My transfer was cancelled by Remitly on October 08, 2024 and was informed that I should get full refund of $10,000 within 3-10 business days. I was informed by Remitly on October 16, 2024, "However, due to an unforeseen technical issue, the refund was not processed as intended. We deeply regret this oversight and want to assure you that we are committed to rectifying the situation promptly." I was offered the option of a manual refund by Remitly and I provided all the required wire transfer details. However, I still never received my refund. I contacted their customer team multiple times and was given multiple answers. I was told that Remitly is investigating and I will receive an update within 24 hours. But they never called me back. I was promised Manager callbacks by Remitly **************** agents but managers never called me. They were not replying to my emails on time and the only email I get was they are investigating. I was informed funds are sent from their end and I should receive it. I was provided with a reference number. Upon providing that reference number to my bank, even my bank could not track that transfer. I provided multiple bank statements confirming missing refund. I filed a complaint with the complaint department of ********** and was informed Remitly used wrong Swift code and account number. ********************** blamed it on my bank and said its their problem. My bank advised me that receiver bank cannot track a transfer and that Remitly must coordinate with their sender bank to track the transfer and resend it. But my request was rejected by Remitly. I received a final response from Remitly on November 29, 2024 and was informed to maintain your correspondence with ********** to ensure your refund is processed smoothly." Please help me get my refund of $10,000.

  Business Response

  Date: 11/12/2024

  Re: You have a new message from the BBB # ********
  

  ********* *****
  , AB T5L 3R2 CANADA
  Daytime Phone: **************
  E-mail: ************************************

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

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

  We are writing in response to the complaint you filed with the Better Business Bureau on November 30, 2024. Thank you for bringing your recent experience to our attention. 
  

  In your complaint, you stated that on October 7, 2024, you transferred $10,000 CAD to *****, but the transaction was canceled by Remitly. Despite being promised a refund within 310 days and providing the required details, you have not received the funds. Your bank informed you that incorrect details were used, and the issue remains unresolved. On November 29, 2024, you were told to follow up with your bank.

  We understand how distressing this situation must be for you, and we take your concerns very seriously. To ensure clarity, weve carefully reviewed your case and summarized the key events and steps taken so far:

  Background of Your Transfer

  On October 7, 2024, you initiated a transfer of $10,000 CAD to ****** ******* account at the ********************* (account ending in 3520) with reference number R45942399223.
  Later that day, our partner bank in ***** rejected the transfer due to an "Invalid Account Status." As a result, the transaction was moved to an amendable state, allowing you to update recipient details or cancel the transfer.

  Refund Timeline and Issues

  October 8, 2024: You called our **************** team to cancel the transfer, and we processed the refund, expecting it to be completed within 710 business days.
  October 11, 2024: You followed up to check the status of the refund. Our team informed you of the expected timeline.
  October 14, 2024: You contacted us again, noting you had not yet received the refund. We reiterated that the funds should be returned by October 21, depending on your banks processing time.
  October 16, 2024: A technical issue on our processing banks side caused the refund to fail. Our team communicated this to you promptly and requested your bank details for a manual refund.
  October 18, 2024: A manual refund was initiated based on the bank details you provided.
  

  Efforts to Resolve Your Case

  Despite our actions:

  On October 21, 2024, you informed us via email that the refund still hadnt been received.
  On October 23, 2024, we provided proof of refund, including the Unique End-to-End Transaction Reference (UETR) and GPI Tracker, advising you to share these details with your bank to help locate the funds.

  Our records show the refund was processed successfully on our end. However, you have reported that the funds are still missing.
  

  Discrepancy in Account Details

  During our investigation, we identified discrepancies in the account information you provided for the refund:
  

  The account number submitted to us was 7 digits instead of the required 12 digits. This error was confirmed during a review of your phone and email communications with our team.
  Incorrect details can prevent the successful delivery of funds, as processing banks rely on the accuracy of the provided information.

  Next Steps Were Taking

  To address the ongoing issue:

  Our bank processor is actively working to recall the funds from **********. In the meantime, to avoid further delays, we have decided to initiate a new manual refund. However, please note that we have not yet received any returns from your bank.

  What We Need from You
  To expedite the resolution, we kindly ask you to:

  1. Please verify and confirm your complete bank account details with your bank, ensuring all required information is accurate. This includes your full account number, routing number, SWIFT code, bank name, and bank address..
  2. Please provide a reliable phone number and a convenient time for us to call you, allowing our Complaints Specialist to discuss the next steps and ensure all details are accurate for processing.

  Our Commitment to You
  We deeply regret the inconvenience and delays youve experienced. Please know that we are prioritizing your case and will work diligently to resolve it. Our team is ready to process the refund immediately once we receive the correct details from you.

  Again, we truly appreciate the time you've taken to bring this matter to our attention. Your feedback is invaluable as we continuously strive to improve our services. If you have any further questions or require additional assistance, please don't hesitate to contact us. Our **************** team is available 24/7 at **************.
  

  Thank you,

  Remitly, Inc
  

  
  

• Initial Complaint

  Date:29/11/2024

  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 would like to formally lodge a complaint against Remitly for their malpractice. On November 25, I transferred $1,483.61 (Php62,000) and was assured that the funds would be transferred within 12 hours via *******. I promptly accepted the request to send the funds, and the amount was deducted from my account immediately.However, the next day, the status showed Awaiting Funds, even though the funds had already been debited from my account. I made a phone call to follow up, and the representative informed me that there was an issue with their system. They stated there was no way to verify if Remitly had received the funds (this was on November 26).I followed up twice more, but I was given the same responsethat they could not locate the funds. On November 27, I followed up again and was once more advised to cancel the transaction. I did so and was promised that the funds would be returned to me within 12 ******** of now, more than 12 hours have passed, and my funds are still in limbo. When I called today to inquire, the representative assured me over the phone that I would receive the funds today. However, when I requested an email confirmation of this promise, they denied my request and stated that nothing more could be done on their end.I am seeking your assistance in retrieving my funds and resolving this matter. Additionally, I believe it is important to share my experience with others to warn them against using this company for sending money abroad.Thank you for your time and understanding.

  Business Response

  Date: 04/12/2024

  ****** *****
  **************************************
  Daytime Phone: **************
  Email: ********************************
  
  Date: 12/04/2024 
  Re: Complaint Number 22616682
  
  Dear Runald,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on 11/28/2024. We sincerely regret the inconvenience and frustration caused by the issues you encountered with your transfer (R34559620694) initiated on November 25, 2024. We understand how critical it is for your funds to reach your loved ones promptly, and we deeply apologize for any disruption this has caused.
  
  Upon reviewing your transaction, we verified that the funds were not received by our system. As a result, we advised you to wait 24 hours to allow us to confirm with your bank whether the transfer would be successful. However, we understand you canceled the transfer on November 27, 2024.
  
  To provide further clarity, we conducted a thorough investigation with our ******************* who confirmed that the funds were never received on our end. This information was communicated to you on December 3, 2024, following your original complaint filed on November 28, 2024.
  
  As the funds have not been received by Remitly, we recommend contacting your bank directly. They may need to unblock the transaction, and if the e-Transfer was canceled, your bank should process the return of your funds.
  
  If you would like to send another transaction using Interac e-Transfer, we recommend following these guidelines to ensure a smooth process:
  
  Accept the Request for Money within 3 hours to meet the processing deadline.
  Accept the Request for Money within 72 hours to avoid cancellation of the transfer.
  It may take up to 13 hours after accepting the payment request for us to receive notification and proceed with processing the transfer.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.
  

• Initial Complaint

  Date:02/10/2024

  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.

  Subject: Formal Complaint Regarding Mismanagement of Funds Urgent Assistance Required Dear BBB personnel,I am writing to formally raise a complaint regarding an unresolved issue with Remitly involving a significant transaction I made on September ******* , Remitly preauthorized on September ******* I sent $6,172.44 CAD to my sisters account for her tuition fees. However, due to mishandling by Remitlys customer service representatives, the funds were incorrectly deposited, and my recipient has not received any money.Despite contacting Remitly multiple times through various channels (phone, chat, and email), no resolution has been provided. On September 26 a representative named ********* requested updated recipient details, which I provided. Despite this, an error was made in changing the account details, and the funds were deposited into an unknown account. ********************** has failed to rectify this, and I am deeply concerned about the whereabouts of my hard-earned money.The transaction remains unresolved, and this delay is causing significant stress, as the funds are intended for my sisters tuition fees with a pressing deadline. I kindly request your assistance in ensuring that Remitly investigates and resolves this matter urgently, either by recovering the funds or properly crediting them to the correct account.This experience has stressed me out enough if I suppress my anger and frustration I shiver and it is not good for my health either.I would appreciate your guidance on how to proceed and any steps I can take to expedite the resolution process.Thank you for your time and assistance.Sincerely,Habsaparveen Shaikh Transaction ID: *********************************** Case Reference: ********

  Business Response

  Date: 09/10/2024

  Habsaparveen Shaikh 78 Sam frustaglio Dr 
  North York, 
  ON M9N 3Y7 CANADA 
  Daytime Phone: (647) 716-7860 
  E-mail: [email protected]
  
  BBB reference: 22355586
  Remitly reference: 48039510 
  
  Dear Habsaparveen, 
  
  We are writing in response to your follow up message to your BBB complaint logged on September 29, 2024 with reference # 22355586.
  
  It has been indicated by you that a transaction of  $6,172.44 was submitted on September 21, 2024, however incorrect information was added which led to a delay in the processing of the transaction. 
  
  Please note, as outlined in our User Agreement, it is the customer's responsibility to ensure the accuracy of the bank account details provided. If incorrect information is submitted, Remitly is not responsible for any loss that occurs:
  
  TRANSACTION TERMS
  WHAT YOU NEED TO KNOW
  What these Transaction Terms are for. These Transaction Terms describe how you can use Remitly to send money outside of the United Kingdom to your friends and family. They apply each time you want to make a money transfer and will end once your money transfer has been completed. These Transaction Terms are agreed in addition to the User Agreement, which you agreed to when you first created your Remitly account.
  
  3.5 Accepting your Transaction. Because Transactions are a request from you to us to process a Money Transfer, we can accept or reject a Transaction for any reason. However, we generally only reject a Transaction for a good reason, such as if you violate your obligations under these Terms. A Transaction is considered valid if you provide us with all current, accurate and complete information we request about yourself, your use of Money Transfers and have paid us correct amounts and fees for the Money Transfer. If you provide incorrect information, we are not responsible for any losses caused by the incorrect information.
  After a comprehensive review of the transactions in question, I would like to provide you with a detailed update. On September 21, 2024, you initiated the transaction under reference R21176117184. However, on September 26, 2024, we were informed by our partner bank that the transaction could not be completed due to discrepancies in the provided information.

  In an effort to resolve the matter promptly, an attempt was made to correct the details and reprocess the transaction. Despite these efforts, the payment was still not successfully completed. As a result, we immediately reached out to our partner bank and requested the retrieval of the funds associated with this transaction.

  While we acknowledge that there has been an unexpected delay in this process, I would like to assure you that the retrieval has been fully initiated, you should expect the funds to be credited to your account within the next 10 business days.

  I would like to acknowledge that there was a delay with the delivery of the transaction. As part of the overall delivery of payment services, Remitly relies on multiple dependencies and includes processing banks and partners, which can at times lead to delays outside of our control. We understand this may have caused some inconvenience, and we sincerely apologize for that. As a gesture of goodwill, we'd like to offer you $150. We can do this in the form of a credit to your Remitly account, which will be available to you immediately to use for your next transaction. Alternatively we can make a payment to your bank account, which will take up to 10 business days.  If you would like to have it sent to your bank account we will need the following details:

  Account number:
  IBAN:
  Sort Code:
  Address of Bank:
  Bank name:
  Swift code:
  
  Please let us know which option you prefer, and we’ll process it right away. Please contact us at [email protected]  and use the reference 48039510. 

  We sincerely appreciate your patience and understanding throughout this matter. Should you have any further questions or require additional assistance, please do not hesitate to reach out.

  Kind regards, 
  Complaints Specialist Team,
  Remitly Inc. 
  
  
  

  
  

  Customer Answer

  Date: 10/10/2024

   
  
  Complaint: 22355586
  
  
  
  I am rejecting this response because:

  The information was not added by my I put the right info The customer representative of Remitly has added the wrong information and that is why I made a complaint in first place. I mentioned that into my complaint too. Vaishnavi was her name she made the changes and added the wrong account number instead of what I provided her. I made this conversation in chat Remitly would have this conversation. 
  
  
  
  Sincerely,
  
  
  
  Habsaparveen Shaikh

  Business Response

  Date: 16/10/2024

  Habsaparveen Shaikh 78 Sam frustaglio Dr 
  North York, 
  ON M9N 3Y7 CANADA 
  Daytime Phone: (647) 716-7860 
  E-mail: [email protected]
  
  BBB reference: 22355586
  Remitly reference: 48039510 
  
  Dear Habsaparveen, 
  
  We are writing in response to your rejection of our previous response. 
  
  We wish to take this opportunity to express our sincerest apologies for the inconvenience caused by the incorrect information inserted by one of our customer service representatives. We understand how frustrating such situations can be, and we deeply regret any confusion or disruption this may have caused in your experience with us.
  
  In recognition of the inconvenience, and as a testament to the high regard in which we hold your relationship with us, we would like to extend a gesture of goodwill in the amount of $150, as previously mentioned in our initial communication to you. It is our sincere hope that this reflects both our commitment to addressing the matter and our appreciation for your continued trust in our services. 
  We can do this in the form of a credit to your Remitly account, which will be available to you immediately to use for your next transaction. Alternatively we can make a payment to your bank account, which will take up to 10 business days.  If you would like to have it sent to your bank account we will need the following details:
  Account number:
  IBAN:
  Sort Code:
  Address of Bank:
  Bank name:
  Swift code:
  
  Please let us know which option you prefer, and we’ll process it right away. Please contact us at 
  [email protected]  and use the reference 48039510. 
  
  
  At Remitly, our customers are at the core of everything we do, and we are dedicated to ensuring that your experiences with us are nothing short of exceptional. We truly value you as a customer and hope that this gesture demonstrates our attempt to make things right.
  
  Should you have any further concerns or require any additional assistance, please do not hesitate to reach out. 
  
  Kind regards,
  Complaints Specialist Team,
  Remitly Inc.
  
  
  
  

  Customer Answer

  Date: 16/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22355586, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Habsaparveen Shaikh

• Initial Complaint

  Date:25/09/2024

  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 tried Remitly's services last night (Sept. 23 at 9:35 p.m. MT) for the first time. I wanted to send money to my bank account to the ***********. I chose Interac as a way to send the fund to Remitly. Remitly sent me a "request for money" email and I transferred $480 to fund the money transfer because they have a promotion for first time users where they will give $20 that would then round up my total transfer to the *********** to $500. I received a confirmation from my bank saying that the money has been deposited to Remitly's account *********************************** I started to worry because the Remitly tracker did not change status. It's still showing AWAITING FUNDS up to now (Sept. 24 9:20 p.m. MT). I reached out to **** and the agent said that the money has been deposited as of 11:00 PM MT the night before and that there is nothing they can do to help me. I've been on the phone with Remitly multiple times (chat and call) and they are insisting that they have not received the funds. That money is for my son in the *********** and he needs it urgently. I am now worried because even if I cancel the transfer, I don't know who will give my money back because both CIBC and Remitly are claiming it's no longer/not with them. I tried reaching out to ******* but they have a voice mail saying that they don't hold money and they have no way to trace the money, and that I should call my bank. Then again, bank is saying there's nothing they can do as they have already deposited the money to Remitly's account. Please help me, I'm stuck!

  Business Response

  Date: 02/10/2024

  ***** ****** ***
  AB T5X 3R1 CANADA
  Daytime Phone: ************
  E-mail: *********************************************
  
  BBB Reference: #********
  Remitly Reference: 47664336
  Transaction Reference: R55359750861 
  
  
  Dear ***** ******, 
  
  We are writing in response to your complaint logged on 9/25/2024 in relation to transaction R55359750861 .
  
  You have indicated that you submitted a transaction which was delayed and did not meet the expected delivery promise. Additionally, you mentioned that you are happy to consider a refund or also satisfied if the transaction is completed. 
  
  On review of Remitlys records, it shows that the transfer was delayed but transferred to the recipient account. I would like to explain the details of the transaction and how the delivery process works in this case.
  
  Remitly works hard to deliver money quickly and efficiently, however, sometimes delays can take place. These delays can be due to the following reasons: 
  
  
  -Identity verification: We may need more information to verify your identity, so we can keep your account safe and prevent fraud. Take a look at our article on completing the verification process for more details.
  -Pending sending limit increase: If youve recently requested a sending limit increase, transfers with an amount above your tier limit wont process until the request is approved.
  -Incorrect recipient information: If theres a problem with your recipients delivery information, you can edit the transfer to fix any problems. Once its fixed, well attempt to deliver your transfer again.
  -Transfer being reviewed by our delivery provider: Just like us, our delivery providers have a responsibility to review and confirm that every transfer meets international regulations. We'll let you know if we need any additional information.
  -Delivery provider temporarily unavailable: If the bank or cash pickup provider is experiencing an issue, your transfer may be delayed. Well process your transfer as soon as theyre available. You dont need to take any action.
  
  You can read more about this here: ***********************************************************************************;
  
  By accepting the User Agreement as indicated below, you consented to receive and view disclosures, notices, statements and other communications (collectively, Communications) from Remitly relating to your account electronically by any of the following means:
  
  -Text to your mobile phone number associated with your account (which may include a link to Communications on our website or in our Service);
  -To your email associated with your account; or
  -Notifications from our web or mobile application.
  -Delivery by any of these means will constitute proper notice to you under applicable law. You acknowledge that Communications will include, but may not be limited to, the following:
  -Our website, Privacy Policy, or User Agreement (Legal Policies and Agreements);
  -Disclosures and/or amendments we may provide you under our Legal Policies and Agreements;
  -Activity and any other information regarding your use of our Service and account;
  -Receipts, confirmations, status updates, authorizations and transaction history for your account
  -Communications regarding the resolution of any claimed errors; and
  -Communications required or permitted by law or regulation.
  
  The chance of potential delays are also outlined in the user agreement. I would like to draw your attention to the sections of our User Agreement which outline the relevant sections applicable to this case: 
  
  -We highlight in our user agreement that we work with banks and third party outlets to send funds to the recipient. 
  
  4. RECEIVING A REMITTANCE
  Service Providers. We work with local banks and other third party outlets (each, a "Service Provider") to make funds available to Recipients. As a Sender, you are appointing your Recipient as your agent for the purpose of receiving funds transmitted through the Service. We try to provide current information on our website about the location, availability, and hours of our Service Providers. However, we are not responsible for any inaccurate or incomplete information that may be posted on the website.

  -Section 5 outlines that your Remitly transaction may be delayed:

  5. IMPORTANT SERVICE RESTRICTIONS
  
  Delays. Your Transaction may be delayed by our effort to verify your identity and validate your Payment Instruments and otherwise comply with laws or manage our financial risk. You may be entitled to a refund in certain circumstances and you may cancel your transaction at any time while it is pending.
  
  I have reviewed the transaction associated with the Remitly account in question. The transaction was submitted on 2024-09-23 19:25:52 PT. You received an email notification at 2024-09-23 7:26PM, approximately 30 seconds after the transaction was submitted. This stated Dear ***** ******, Your transfer is not yet complete. To complete this transaction, accept our Interac e-Transfer money request you'll receive by email or SMS. It may take up to 4 hours on Saturdays. Avoid transfer cancellation by accepting our money request within 72 hours. After accepting the request, it can take up to 13 hours to process your transfer.Thanks for using Remitly. To this request you proceeded with selecting Interac e-Transfer which indicated the delivery time to be 24 Sep, 2024 7:54 AM MDT. 
  
  At 2024-09-24 23:25:47 PT Remitly sent you an email mentioning Dear ***** ******,We have confirmed funds were deposited to your recipient's Bank of the ****************** account. Your transaction is complete and we hope to see you again. Thanks for using Remitly indicating that the transfer had been completed at that time. 
  
  As per our user agreement if there is a delay in the promised delivery time we refund the transaction fees: 
  
  7. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  
  Delivery Promise. Before you submit a Transaction, and in your Transaction receipt, we will provide you with an exact date and time when you can expect your money to be delivered. If the money is delivered after the date and time we display both prior to sending your Transaction and in your receipt, you are eligible for a refund of the Service Fees we charged for the Transaction. To receive this refund of the Service Fees, you must contact us here or use the contact information at the bottom of this Agreement.
  
  Ive checked the transaction and can confirm that no fees were taken therefore you would not be eligible for a fee refund. However, I see that $20 was credited to your Remitly account due to the delay, which we have offered as a gesture of goodwill and I hope this resolves the issue for you. 
  
  If you have any further questions please feel free to contact Remitly.
  
  Kind regards, 
  
  Remitly Complaints Team
  
  

  
  

  Customer Answer

  Date: 03/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am not at all pleased as it was clear that they did not understand the basis of the complaint.  My money transfer was successfully processed after a stressful ordeal with them, and pursuing the case will just add to the stress that I have already experienced.  Hence, I'm presenting this "as if I am satisfied" since I no longer want to waste our time (yours and mine).

  I just want to document that I was not complaining about the delay in transferring the money to the recipient. I clearly stated that it is the fact that no one can confirm where my money was after transferring funds to Remitly's ******* account. I hope they can be reminded that the process is that (1) the sender transfers funds to Remitly, then once received, (2) Remitly will send it to the recipient's account.  It's actually on step one where they faltered...not step two which is what they were trying to explain at length in their response. I would have appreciated it if someone from Remitly could have advised me that they already received my money. No one was able to do so despite multiple chat and calls.  As explained, their tracker just kept on showing AWAITING FUNDS and the countdown they've set for me to send the money to them was continuously moving to show less and less time. I'd like to also point out that the dates they mentioned are just messed up since they gave different time zones.  Some are not even aligned with the records that I have, which I can confidently present if we were in court.

  At this point, I am already at ease since the money was already transferred to the recipient's account.  However, I will no longer use Remitly (even with the $20 credit they gave me) because of the stress they brought upon me. The higher amount that recipient's get by using Remitly is not just worth it.  

  I appreciate your time looking into this matter for me.  I am no longer expecting any action at this point.

  Sincerely,
  *****

• Initial Complaint

  Date:16/09/2024

  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.

  1. I transferred $999 CAD (Canadian Dollars) to a **************** account in *****, on September 14, 2024, at 1:05 PM.2. The estimated time was given as September 14, 2024, by 4:20 PM EDT.3. The money was not received by the recipient in the given timeframe.4. So, I contacted the customer service of the company, ************************. **************** Agents, on calling 4 times, gave different answers and there was no consistency in the provided solutions.5. One agent, named ********, informed me that the transfer might complete in 24 hours.6. Another agent, named *****, declined to commit to that timeframe given by ********, and said that it might take 3 business days.7. I opted for Express Remittance, for which I have to pay higher conversion fees, in exchange for a faster remittance service.8. But after *****'s comment about 3 business days, I believe that the company has cheated me by giving false advertisements about **************** and taking advantage of the money transfers.9. They also have another format of the service, which they call ****************** which takes about 3-5 business days to transfer the remittance. And which has a lesser fee in exchange for a slower service.10. So, I believe that Remitly has cheated me by providing another service format which charged higher fees, and provided not only a slower service, but also has not completed my transaction.11. I also submitted a complaint via Remitly's website.12. Reference number for the transaction is R58541069455.

  Business Response

  Date: 19/09/2024

  *********************************
  ***************************************************
  Phone: **************
  E-mail: *************************************
  
  Re: BBB Complaint ID: ********
  
  Dear *******,

  I hope this message finds you well. I am following up on the concerns you raised regarding your transaction (R58541069455) submitted on September 14, 2024. First and foremost, we sincerely apologize for the delay in processing your transfer and the inconvenience this has caused.

  Your transaction was expected to be completed on the same day, as indicated when you selected our *************************** Unfortunately, the transfer was not finalized until September 17 due to a technical issue with one of our payment partners. We fully understand your frustration, especially since you chose the **************** which typically ensures faster transfers. We regret that this issue impacted the timely delivery of your funds.

  We recognize the importance of timely remittances and the trust you place in us to meet our commitments. The delay you experienced does not reflect the high standards we strive to maintain, and we have taken steps internally and with our partners to prevent similar issues in the future.

  Regarding your interactions with our customer service team, I would like to personally apologize for any inconsistency in the information provided during your calls. Our aim is to offer clear and accurate guidance, and I understand that receiving conflicting details may have added to your frustration. Rest assured, we are reviewing this internally to ensure our agents deliver consistent and reliable responses to all customers.

  Additionally, we attempted to reach you by phone yesterday to discuss the situation in more detail and gather your feedback, but unfortunately, we were unable to connect. Please know that we are committed to providing the highest level of service and are available to assist you at any time that is convenient for you.

  As a gesture of goodwill, we applied a 5 CAD credit to your account on September 16, which you have already used for transaction R91143451070 on September 17. While the credit has been utilized, we remain fully committed to supporting you and improving your experience with Remitly moving forward.

  We understand how vital it is for you to rely on Remitly for fast and secure money transfers, and we regret that we were unable to meet your expectations on this occasion. We are actively working with our partners to ensure that such issues do not recur and will continue to enhance our processes to meet customer expectations.

  This serves as our final response on the matter. Your satisfaction is our top priority, and we remain committed to providing the highest level of service to all our customers. I hope this resolution meets your expectations.

  Should you need further assistance or have additional concerns, please feel free to contact us at your convenience.

  Thank you again for your understanding.

  Warm regards,

  Customer Answer

  Date: 19/09/2024

   
  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:16/08/2024

  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 transferred ******* CAD from my international bank account to my *********** account on 29 July. The transaction went on hold I dont know why, and so I canceled the transaction. Its been 15 Business days My money has not been refunded to my bank account. Whenever I call remitly they reply that investigation is being held. I have provided them my bank statement showcasing no refund. Still no answers

  Business Response

  Date: 20/08/2024

  ***********************
  ****************************
  *******, ON M1L 2X7
  Phone: ***************
  E-mail: ************************
  
  Re: BBB Complaint ***********
  
  Dear Rolika,
  
  I hope youre doing well.
  
  Thank you for reaching out to us and sharing your concerns regarding the CAD ******** transfer that you initiated on July 29th. I completely understand how concerning it can be when youre waiting for a refund. I sincerely apologize for any stress or inconvenience this situation has caused you.
  
  I want to reassure you that weve thoroughly reviewed your case. Our records confirm that the refund for your transaction was processed on July 29th, the same day you requested the cancellation. Typically, refunds should appear in your bank account within a few business days, but in some cases, they may take longer depending on your bank's processing times.
  
  Since it had been 15 business days and you could not locate the refund in your account, we recommended providing your bank with the following ARN (Acquirer Reference Number) to assist them in tracing the transaction: ***********************. This number is a unique identifier that your bank can use to locate the refund within their system and provide you with further assistance.
  
  I am glad that I had the opportunity to speak with you today and hear that you were able to see the refund for transaction R99376507001 in your bank account. I understand how important this resolution is to you, and Im happy we could clarify the situation together.
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,
  

  Customer Answer

  Date: 21/08/2024

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

  I got my refund.
  
  Sincerely,
  
  Rolika Verma

• Initial Complaint

  Date:13/08/2024

  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 made a transfer on the 18th of July and called shortly after making the complaint - the officer asked me if I was related to this person, I said No but its fraudulent. He put my account on suspension but let me know that he will get a refund for me in 2 business days. After 7 days, I called again with the same questions, if I knew the person, I said Yes but asked me how I was relatedto the ********** said I was not related to the person however its fraudulent. Now, the 2nd ***** said, to give him till 10th of August, that he was reaching out to the receipents bank its 13th of August and nothing. .. I called today at 12:55MIDNIGHT & the rudest, inconsiderate lady spoke to me..sorry yelled at me, wouldn't let me speak and kept cutting me off.. 3rd ***** wouldn't give me access to my account or reference number to call my bank! I'm reporting this to BBB. I need a solution. I was told ill get a refund by Sunday (11th August) but nothing but rude & inconsistent *****s. I need my refund. Customers beware

  Business Response

  Date: 14/08/2024

  Dear Ms. **************** hope this email finds you well. This is our final response to this matter. 
  

  I can understand how distressing this experience has been with us. Your frustration is completely understandable, especially given the serious nature of your situation. I deeply regret the confusion and inconsistent communication you've encountered, and I want to assure you that your concerns are being taken very seriously.
  

  After reviewing your case, I see that you reported the transaction as fraudulent on July 18th and were informed that we would attempt to reverse the transaction by contacting the recipient's bank. While our representative explained that we would do our best to retrieve the funds, it was communicated that this process was not guaranteed and typically takes ***** hours for our provider bank to respond. Unfortunately, despite our efforts, it appears that the recipient was able to withdraw the funds, which means they are not recoverable at this time.
  

  I deeply regret that this outcome has not met your expectations and that the communication around this process may not have been as clear as it should have been. I also recognize the additional frustration caused by the inconsistent responses and the poor treatment you received from our representatives. No one should feel dismissed or unheard when seeking help, particularly in such a stressful situation. I will ensure that your experience is reviewed internally and that the necessary corrective actions are taken to address these service failures.
  

  I also noticed that there was some confusion during the interactions about your relationship with the recipient. While you may have tried to explain that you knew the recipient on a commercial level but did not have a personal relationship, this seems to not have been fully understood by the associate, leading to significant friction in the final interaction. Nevertheless, it's important to note that you have only reported the transaction as a scam to avoid future issues, and despite other transactions being commercial in nature, you have not had previous issues. The suspension of your account should have been handled as an educational warning to be careful next time in case you decide to continue using the services for commercial purposes.
  

  However, keep in mind that our services are not intended for sending money to unknown parties, and as such, these transactions are conducted at your own risk. Remitly cannot be held liable for any losses incurred or for the non-delivery of products or services paid for through our platform.
  Nonetheless, given these findings, your account can be reinstated, but unfortunately, a refund cannot be issued, and you will be liable for the transaction. I will be sending formal feedback to the customer support teams involved to address the mishandling of both interactions. In recognition of the unfair treatment you experienced, I have added a $60 compensation to your account.
  

  I made two attempts to contact you directly, but it seems the calls did not connect properly. To prevent further delays and additional inconvenience, I have proceeded with the reactivation of your account. Again, I sincerely apologize for the inconvenience and frustration this situation has caused, and I hope this resolution meets your needs.

  Thank you for bringing this matter to our attention. Your feedback is invaluable, and we are dedicated to making things right. Please feel free to contact me if you have any further questions or need additional assistance.
  

  Regards,

  Customer Answer

  Date: 18/08/2024

   
  Complaint: 22133425
  
  I am rejecting this response because:

  1. I was told that the money should be back in my account within ***** hrs. NO ONE RESPONDED. after which, I was told that you will be disputing the money with the bank in ***** as they asked for the issues which I didn't hear back from you on that. 

  2. I NEVER told you that it was for a stranger or for goods and services either. You guys kept putting words into my mouth over and over. I'm guessing your strategy is to keep pushing clients and then wasting time till its outside thecollection timeframe because NO ONE updated me. I kept calling you guys to ask for an update.

  3. The last agent I  spoke with is the worst agent I've ever spoken to in my life.  Very rude, very dismissive. Even the voicemail you left was very dismissive. Then I asked to reinstate my account and you said NO that my account is fraudulent and just got it reinstated because of my complaint here. 

   

  4. The only promise you've made which you haven't fulfilled is NOT in my account. $60 nowhere to be found 

  I want my refund back. yoy guys delayed and delayed until the receiver cashed out the money. Do your job. I was very nice and polite throughout the times I called. 

   

  
  Sincerely,
  
  Moyin Oso

  Business Response

  Date: 23/08/2024

  Moyin Oso
  N/A, BC V6B 1S1
  Phone: **************
  E-mail: ******************
  
  Re: BBB Complaint ID: ********
  
  Dear **********,
  
  Thank you for reaching out and sharing your concerns with us. I want to start by sincerely apologizing for the frustration and inconvenience this situation has caused you. We understand how important it is to resolve these issues, and I appreciate the opportunity to address them directly.
  
  On the 18th of July you submitted the transaction R32285063431and this was completed on the same day.
  
  On July 30th, you reported the transaction R32285063431 as fraudulent, and we immediately began the process of attempting to reverse it by contacting the recipients bank. As explained by our representative, while we did our best to retrieve the funds, the process was not guaranteed and typically takes ***** hours for our provider bank to respond. Unfortunately, despite our efforts, it appears that the recipient was able to withdraw the funds, making them unrecoverable at this time. Im truly sorry that we were unable to recover the funds and for any communication gaps you experienced during this process.
  
  You initially informed us that the transaction was for services you needed but that what you received was not what you expected. You also mentioned that the receiver was unresponsive and that you had no prior relationship with them, referring to them as a seller. Later, you indicated that the seller was actually a friend. We apologize if our team misunderstood your situation or if it seemed like we were putting words into your mouth. Our intent was solely to gather accurate information to assist you in the best way possible.
  
  Im very sorry to hear about your negative experience with one of our agents. This is not the level of service we strive to provide. Regarding your account reinstatement, I want to clarify that the decision to reinstate your account was based on a thorough and exhaustive review of your account history and activity. The review process is designed to ensure that we make fair and accurate decisions, and was not influenced by any external complaints. Your account was reinstated because our review determined that it was appropriate to do so.
  
  The $60 credit that was promised has been applied to your Remitly profile. You can view this credit in the "rewards" section of your account. Additionally, this credit will automatically be applied as a discount on your next transfer with us.
  
  This is our final response to this matter. I understand that this situation has been incredibly frustrating, and I regret that our efforts did not lead to a more favorable outcome for you. We value your feedback and will use it to improve our services.
  
  If theres anything else I can do to help, or if you have further concerns, please dont hesitate to reach out.
  
  Thank you for your patience and for allowing us to address these issues.
  
  Best regards,
  

• Initial Complaint

  Date:31/07/2024

  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 9999$ CAD to Remitly Canada, which I wanted to send money to my brother in ***** for his education. But, they transferred the money to the wrong account without verification. I have contacted them multiple times about this issue and asked them to reverse the funds. However, they did not respond, saying they would investigate the problem and get back to me. But they never contacted me with an update. It has been one year now. I am having mental stress because of this situation. I hope this issue can be legally escalated to them.

  Business Response

  Date: 02/08/2024

  *******************************
  ******************
  1506
  *******, BC V5H 1S7
  Phone: (**************
  E-mail: ********************************
  
  Re: BBB Complaint ID: ********
  
  Dear *****,
  
  I refer to your BBB complaint regarding the transaction R98039115151, which you reported as not received by your beneficiary, despite it is shown as completed in our system.
  
  Complaint Understanding:
  - You reported that you sent through Remitly the transaction R98039115151 totalling $9999 CAD to your brother in ***** but the money was sent to wrong account without verification.
  - You claim you have contacted Remitly multiple times asking for a refund but got no response, only promises of investigation. One year has passed with no updates and you have experiencing mental stress and are considering to take legal action.
  
  Customers Request: You would like to have the refund for the full amount of $9999 CAD related to the transaction R98039115151.
  
  Summary and Findings:
  
  On 05/05/23 transfer R98039115151 in the amount of $9,999.00 was sent to ***************************.
  
  On 05/12/23, you reported that the funds were not received despite in our system the transaction is marked as completed. We conducted an investigation and found that the transfer was sent to an incorrect account number to the Bank of Baroda.
  
  After this, immediately, we contacted our partner bank in *****, SBI, and requested the reversal of the funds. We informed you that a reversal was not guaranteed since the transaction was sent with the details you provided. Cancellation is only possible if our partner agrees to reverse the transfer and if they are able to recover the funds.
  
  Exactly, our partner asked Bank of Baroda: "Hence, we request you to please recover the amount (after obtaining the consent of the beneficiary) and return the same to the under-mentioned SBI account". 
  
  Our partner received a response indicating that to revert the funds the transfer has been paid and a reversal is not possible at this stage. We communicated this outcome to you and we previously attached our partner bank's proof of deposit for your reference.
  
  We understand this situation has caused you significant stress, and we sincerely apologize for any inconvenience caused. 
  
  To prevent future inconveniences, we have removed *************************** from your list of contacts in your Remitly profile. For future transfers, we strongly recommend verifying all recipient details carefully before confirming your transactions. This step is crucial to ensure your funds reach the intended recipient correctly.
  
  Regarding your request for us to to provide a written notification of the interactions SBI had with Bank of Baroda stating that you transferred to an incorrect account number and asking for the reversal of the funds, we regret to inform you that Remitly cannot provide you with the specific documentation and that we do not have control over the operational procedures and policies of our partners. 
  
  While we strive to work with reputable and reliable partners, each partner has its own protocols and standards that they follow independently.
  
  Conclusion:
  - The transfer was sent to an incorrect account number to Bank of Baroda.
  - The funds could not be recovered as the transfer had already been paid. 
  - We removed the recipient *************************** from your list of contacts in your Remitly profile to prevent you from sending to the same incorrect account number.
  
  This is our final response to this matter. Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. 
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you,
  
  Remitly Inc.
  

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 22069283
  
  I am rejecting this response because:

  
  Remitly mentioned that they sent money to the given bank information. How did they sent money to different bank branch and different recipient name?
  Who did the verification?
  Who is responsible for verifying the account details should match before transferring the fund?

  How can I get my money back? Answer this question.

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

  Business Response

  Date: 10/08/2024

  *******************************
  ******************
  1506
  **************************
  Phone: (**************
  E-mail: ********************************
  
  Re: BBB Complaint ID: ********

  Dear *****,

  I refer to your BBB complaint regarding the transaction R98039115151, which you reported as not received by your beneficiary, despite it being shown as completed in our system.

  Complaint Understanding: 
  - You reported that you sent through Remitly the transaction R98039115151 totalling $9999 CAD to your brother in ***** but the money was sent to wrong account without verification.
  - You claim you have contacted Remitly multiple times asking for a refund but got no response, only promises of investigation. One year has passed with no updates and you have experiencing mental stress and are considering to take legal action.

  Customers Request:
  - You are requesting a refund for the full amount of $9,999 CAD related to transaction R98039115151. 
  - You would like an explanation of why the funds were sent with the incorrect information without verification, and who is responsible for ensuring that the account details match the intended receiver before transferring the funds.

  Summary and Findings:

  On 05/05/23, transfer R98039115151 in the amount of $9,999.00 was sent to ***************************.

  On 05/12/23, you reported that the funds were not received despite our system showing the transaction as completed. We conducted an investigation and found that the transfer was sent to an incorrect account number to the Bank of Baroda.

  After this, we immediately contacted our partner bank in *****, SBI, and requested the reversal of the funds. We informed you that a reversal was not guaranteed since the transaction was sent with the details you provided. Cancellation is only possible if our partner agrees to reverse the transfer and if they are able to recover the funds.

  Our partner asked Bank of Baroda: "Hence, we request you to please recover the amount (after obtaining the consent of the beneficiary) and return the same to the under-mentioned SBI account."

  Our partner received a response indicating that to revert the funds, the transfer had been paid, and a reversal was not possible at this stage. We communicated this outcome to you and previously attached our partner bank's proof of deposit for your reference.

  Explanation:

  I understand your concern about the funds being sent to an incorrect bank account and your expectation that we should have checked if the name of the account owner matched the account number. Allow me to explain how our service operates and the responsibilities involved.

  We, Remitly, partner with various banks and financial institutions globally to facilitate the transfer of funds. When you initiate a transfer, we rely on the information you provide to direct the funds to the correct recipient. This process involves our partner banks processing the transaction based on the details you entered.

  It is important to note that we, at Remitly, do not have the capability to verify the recipient's name against the account number provided. This verification process is not something we can perform because we do not have direct access to the recipient banks internal systems. The responsibility for ensuring that the details are correct lies with the sender, as highlighted in our user agreement, Section 5, "Receiving a Remittance," subpoint 6, which states that it is your responsibility to make sure your transaction details are accurate.

  We strongly advise our customers to double-check all recipient information before completing a transaction to ensure accuracy and prevent errors. Unfortunately, once the funds are sent to the provided account number, it is challenging to retrieve them if the information was incorrect.

  We understand this situation has caused you significant stress, and we sincerely apologize for any inconvenience caused. We have removed *************************** from your contacts to prevent future inconveniences. Please verify all recipient details carefully before confirming transactions to ensure funds reach the intended recipient.

  Regarding your request for documentation of SBI's interactions with Bank of Baroda, we cannot provide this as we do not control our partners' operational procedures. Each partner follows its own protocols independently. While we strive to work with reputable and reliable partners, each partner has its own protocols and standards that they follow independently.

  Conclusion:
  - You sent the transfer R98039115151 to an incorrect account number to the Bank of Baroda. 
  - The funds could not be recovered as the transfer had already been paid.
  - We removed the recipient *************************** from your list of contacts in your Remitly profile to prevent you from sending to the same incorrect account number.

  This is our final response to this matter. Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.

  Thank you,