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:01/01/2024

  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.

  I am a Canadian. My wife, young daughter and myself decided to visit my wife's ******** family and in preparation, I told me wife I would like to send some money ahead so when we landed , we could have some working capital and avoid the malls so close to christmas. I sent 10,000 pesos (about $250 CAD) on or about Dec 21, 2023 from my home in canada for pick up in the Philippines. When I went to pick it up, I was impressed by the extreme measures to protect remittances. I had to present my passport and even had my photo taken at the *** ***** in Davao City. A week later I needed more money so I went online. I was shocked to see that someone had taken about $1200 Cad from my same bank account, via Remitly in about 5 withdrawals in one day. I called Remitly Customer Service (Chat) and eventual phone call and just got a complete run around on recovering my money and or getting info I could take to the police. All agent contradicted one another on process and policy but all made it clear I was not getting my money back or info that I could present to the police. I was told the Philippine police would have to go to court and obtain a su***ena to obtain critical info on the perpetrator of this fraud, which I knew was never going to happen. They seemed fully dedicated to protecting the perp and not heling me at all.
  

  Business Response

  Date: 04/01/2024

  *************************
  **************************************************;
  ** *** ***
  Daytime Phone: ***************
  E-mail: *******************
  
  Re: BBB #********
  
  Dear *************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 30, 2023. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you have indicated that the only transaction you made with your Remitly profile is for the amount of $239.01/10000.00 PHP for reference #************ dated 12/21/23. You also mentioned that the reason you decided to send this amount is for you to have an advance budget when you visit ***************. 
  
  After your first transaction, several transactions were also made on 12/24/2023 under your name, *************************. Transactions were permitted since these were made using the same mode of payment and then several transactions were created for a different recipient.
  
  Part of our investigation are all those sets of questions we sent to you so we can better know you and the purpose of your remittance. 
  
  Our Customer Protection Team then suspended your profile right after we received your report that your account has been compromised.
  
  We also canceled all of those unauthorized transactions and immediately processed a refund back to your account and the last associate tried to inform you about this; however, your conversation was cut short.
  
  It is deeply concerning to learn that someone accessed your account and executed further transfers without your consent. 

  This is a serious matter, and we are treating it with the utmost urgency and care. Our team is actively investigating this incident to prevent any similar occurrences in the future. 

  We take the trust you place in our services seriously, and we understand the importance of maintaining the highest security standards.
  
  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: 13/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I still need critical info as to how this happened and with which associated agents of Remitly so I can do the best I can at plugging any security holes. The only tidbit of info I received from them was an agent , more by accident, than intent, telling me the name the perp used. He asked if i was xxxxxxx,  or who was xxxxx and whether or not I still wanted them attached to my account. I never authorized any attachments to my account and I'd love to know why I was not informed of them when they were. 

  Remitly was outrageously uncooperative with me during my communications. They even suggested that the police , with whom I wished to file a criminal complaint, would have to get a court su***ena to get any info from them. This is shocking when one considers that *************** is notoriously and grossly back logged by years for even getting jailed suspects to trial, never mind minor administrative inquiries. Furthermore, it's not like the perp is going to reveal their real identity by coming forward with a privacy violation complaint. ******* ** ** **** *********** ** ******** *** **** ** ***** ** ********* ****** ******* * ******** ******** * *** **** ** **** Remitly Canada incorporated at ****************, Canada is doing, ********** * ******** ******** I'm very well versed on the law.

  Clearly Remitly is trying ** ***** *** *** ****** **** ******* *** **** ** ***** **** ***** ******* ********* ** ********* *************** As I said in my complaint, when I claimed my money from them at ***, in a mall kiosk, I was photographed and had to use my passport. What happened here is still a mystery until Remitly accounts for their *** security. They continue to obstruct more than accept responsibility. I am clearly not going to confront the agents but ask them if they had any photo of the perp in case I recognize them and i can get the police involved in that regard.

  I am still vulnerable, absent any info and cannot go to the cops without info to lay before them.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 17/01/2024

  *************************
  **************************************************;
  ** *** ***
  Daytime Phone: ***************
  E-mail: *******************
  
  Re: BBB #********
  
  Dear *************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 15, 202. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you have indicated that the only transaction you made with your Remitly profile is for the amount of $239.01/10000.00 PHP for reference #************ dated 12/21/23. You also mentioned that the reason you decided to send this amount is for you to have an advance budget when you visit ***************. 
  
  After your first transaction, several transactions were also made on 12/24/2023 under your name, *************************. Transactions were permitted since these were made using the same mode of payment and then several transactions were created for a different recipient.
  
  Part of our investigation are all those sets of questions we sent to you so we can better know you and the purpose of your remittance. Based on our investigation we found out that your account has been compromised as you reported that there is unauthorized transaction. We canceled all of those unauthorized transactions and immediately processed a refund back to your account and the last associate tried to inform you about this; however, your conversation was cut short.
  
  We understand that you wanted to know additional information about how your account was compromised. Trust that the Remitly profile where your account has been utilized is now showing as suspended in our record and will no longer be available for future use. Please understand that we will not be able to disclose any further information pertaining to the said profile. For more information, you may click on this link: *************************************************************************** to be directed to our support page on How you can use Remitly safely. 
  
  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: 17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is nonsense.

  Remitly did not willingly refund my money, rather yanked me around, as they say, and refused to do so. If indeed they were willing to refund these monies they could have easily communicated that to me, or made the offer in initial chats. They clearly, in several chats and subsequent phone call, refused to reimburse me for my losses and are now reliant on a voice conversation, of which I have no copy. During the conversation they again made it clear that I was not getting a refund and even went as far as saying that if I wanted to report this crime to the police, the police would have to get a ******** from the courts - they didn't say which one, the ********** or ******** or ********- which they knew or ought to have known was never going to happen, for any info.

  If they wish to continue suggesting that it was I, or the ***** here in ***************, who ended the call abruptly as they were willing to refund me without any further aggravation, let them produce the audio recording of the call. It was only when I indicated to several related parties, included my ************ that advocated for me, that I had a legal claim prepared and wanted the names of their ******** CEO, for service of that claim, that they paid me. My account was closed because I ordered it closed. I am obviously not going to reuse this service after what happened.

  It's interesting to note that, in no part of their response, do they indicate what sort of scrutiny was used when making the payout, or did they ever contact me for verification. These amounts are not to be debited to bank accounts or credit cards until the amounts are collected, so how and where were they collected ? They won't say and it's not because of a genuine concern for security. ******* **** *** ********** *** ********** ** ***** ******** *** ***********

  If Remitly wishes to defend the indefensible, please ask them to produce the audio recording to me, or speak to the matter of their refusals at indemnifying me for my loss in repeated chats and let them demonstrate integrity by cooperating with the police, giving them evidence for an investigation.

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

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent money to my sick mother and the money went to wrong recipient.The full name on the receipt doesnt match the wrong recipient name.I need Remitly to reverse the funds to the right recipient

  Business Response

  Date: 20/12/2023

   

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

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

  Re: BBB Complaint ID: ********

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

  Greetings from Remitly!

  We are hoping that all is well with you.

  We are writing in response to the complaint that you filed with the Better Business Bureau on December 12, 2023. We are sorry to hear about your experience and appreciate you letting us know about your concern.

  Thank you for your patience as we review your complaint. Weve gone through your Remitly profile and based on our records, the transfer you made with reference number **************, amounting to $474.61, was completed. A completed transfer means that the funds were successfully deposited into your elected beneficiarys bank account.

  Since you have reported that the mobile number is incorrect, weve coordinated this with our partner bank in *****. As one time courtesy, Remitly returned the funds to your account since you have been a loyal and valued customer of Remitly.

  We are happy to inform you that the amendment was successful, and now canceled the transaction, please be aware that the refund will be processed within minutes December 20, 2023, please note that the refund may appear before charge depending on the timing of cancellation.

  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. Customer Service can be reached 24 hours a day, seven days a week at **************.

  
  Thank you,

  Remitly Inc.
  

  
  

• Initial Complaint

  Date:04/10/2023

  Type:Order 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.

  Remitly closed my account and they cannot provide any reason why they cancelled it They just saying they cancelled coz it goes against their policy.But when i read their policy there was nothing wrong that i did against their terms and conditions.

  Business Response

  Date: 13/10/2023

  ****** *****
  *** ***** ******* ** ***
  ******** ** ****** ***
  ******* ****** ***** ********
  ******* ***********************
  
  Re: BBB Complaint ********
  
  Dear ****** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on October 4, 2023. Thank you for bringing your recent experience to our attention.  
  
  We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements. As part of our verification and security procedures, we have reviewed your Remitly profile and we regret to inform you that based on the result of our investigation we cannot reinstate your account. 
  
  As mentioned above, we are a regulated financial services company and must comply with banking regulations. To comply with these policies and regulations, we will not be able to share specific details aside from the result of our review. You may visit our User Agreement for more details.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Please feel free to contact us again if we can be of any further assistance. Customer Service is available through chat 24 hours a day, seven days a week at **************** *** ** ***** ** * ***** *** * *****
  
  Thank you,
  
  Remitly, Inc. 

  Customer Answer

  Date: 21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Since they didnt mention what wrong i did.
  

  Sincerely, 
  

  ******
  

  Business Response

  Date: 01/12/2023

  ***********************
  **************************************************************************************
  Daytime Phone: **************
  E-mail: ***********************
  
  Re: BBB Complaint #********
  
  Dear ***********************,
  
  Greetings from Remitly.
  
  We are writing in response to the complaint you filed with the Better Business Bureau on October 4, 2023, and the response we received on November 21, 2023. Thank you for bringing your recent experience to our attention.
  
  We took a second look at your account in view of your concern. It is with regret though that we cant reinstate it based on the result of our investigation. We cant also provide you with the details of its closure to protect the integrity of our system. Rather, you can view our User Agreement on our website to better understand what happened. We understand how this could have been frustrating for you, but like any other financial services we need to deploy rigorous procedures in order to meet security and compliance requirements.
  
  It is necessary that our customers are using our service in the most legal and responsible way. That guarantees that we continue to offer our customers a reliable, affordable and secure way to send money. To manage risks and protect our customers, transfers undergo a standard review process. That is why, Remitly and its banking partners follow the prescribed government-mandated verification requirements. This includes validating customers' personal information and requests of supporting documents for verification.
  
  As mentioned above, we are a regulated financial services company and must comply with banking regulations. Therefore, we are expected to mitigate the risk of relevant financial fraud as well as prohibit activities that may dismiss our license.
  
  Thank you for understanding our need to create a safe environment for our customers.
  
  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, ****

  Customer Answer

  Date: 01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Of incomplete information on their user agreement 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:21/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used remitly to send money to someone in the ** for ***** CAD. The transaction was on Aug 4, 2023. Transaction number is *************, promised delivery date was Aug 15. On Aug 14, I got email confirmation that it was deposited at 14 Aug, 2023 4:33 AM PDT. I reported to ******, and Escalations Specialist through email the transaction did not go through. No email reply or update. I called on Aug 20 and was informed again it was deposited successfully and they gave me a transaction number the recipient can give to their bank, **** of America. Partner Transaction **************. The recipient called BoA and they could not pull it up and there is no record of the money. I called again Aug 21 and was informed the same thing. I dont know where my money is. **** **** **** ****** *** *** ********* ** ******* ***** **** ********* ** ***** **** **** **** *** ****** * **** ***** **** ** ****** ****** ** ***** ***** *** ********* ****** ** ** **** *** *** *** ********* ****** ** ***** **** **** **** *** ****** Please help me get my money back. Thank you *

  Business Response

  Date: 31/08/2023

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

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

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

  We have reviewed your account and found the submission of the transaction with reference number ************* amounting to $2255.00 on August 4, 2023. You opted to send money using our *************** by using your checking account. Hence, the payment has to go through the clearing process which usually takes 3-5 banking days. 
  

  On August 11, 2023, we confirmed that the payment was successful. The funds were then forwarded to our partner bank for processing. Due to the bank processing time, the transfer was confirmed completed by the bank on August 14, 2023. 
  

  When you reported that the funds were not received by the recipient, our **************** escalated the concern to our Escalations team. Our Escalations Team worked closely with our partner bank to trace the funds. Our team then determined that the funds cannot be deposited into the given account due to invalid beneficiary details. At your request, we have canceled the transaction and processed a refund.  
  

  Our team also added a total of $40.00 discount on your Remitly profile. The $20 discount was applied towards your transfer with reference number ************. As of the date of this writing, you have an available discount of $20.00. 

  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:07/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 07 2023 From Canada to ***** Amount paid: 750 CAD (converted to ********* INR)Transaction Number: ************ I used the express option for instant money transfer to my *********** account.Payment was withdrawn from my ******** account on 06 July ********** pm. It has been 12 hrs now and the money hasn't been received at the beneficiary account.They promised a 12hr resolution because of partner bank maintenance.When I called them again, they mentioned they need 24 to 48 hours for the partner bank to release funds.Everytime, it has been a different reason. I need the money urgently in *****.I want the money to be transferred to the beneficiary account immediately.

  Business Response

  Date: 15/07/2023

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

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

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

  In the complaint, you have indicated that youve sent $750.00 to ***** and the transfer was delayed. You also mentioned that Remitly should complete the transfer. 
  

  We reviewed your Remitly profile and found the transaction with reference number ************ in the amount of $750.00 submitted on July 6, 2023, at  5:02 PM Pacific time with a delivery promise of July 6, 2023, at 12:33 PM Pacific time. 

  The transaction was immediately approved by Remitly and was forwarded to the  partner bank for processing, however, the bank was not able to provide us with the final state. If this happens, we need for the partner bank  to complete reconciliation or manual settlement which usually takes 3 working days. On July 9, 2023, we received confirmation that the bank rejected the transaction. Our team then reprocessed the transfer which was completed on July 9, 2023, at 12:26 PM Pacific time. We then notified you of the status via email. A member of our Escalations team also reached out to you to check in and make sure that the money was deposited into the intended receiving account in which you confirmed. 

  Our team also added a $75 discount on your Remitly profile that you can use on your next 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.

  
  

  Customer Answer

  Date: 17/07/2023

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

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2023, I sent my friend in ****** $ 350, equivalent to ***** BRL. (Transaction Reference # ************) My friend informed me that the money still needed to be delivered, but I have yet to receive it. I reported the matter directly to Remitly Customer Service. I was told their agent in ****** had given the funds, which is false. When I was sending the money, I was only required to provide the name and phone number of the recipient. Remitly needed to prove that the fund was delivered. They have yet to confirm that the funds were credited to the right person's Pix account. I kept the account information of the recipient private from Remitly. Therefore, they would have needed the information to credit the recipient's account.Additionally, I have contacted Remitly several times to have the matter resolved but have yet to demonstrate good faith to resolve the issue. They consistently *** that the funds were credited to the right recipient account without any proof to corroborate their claim. All I need is to have my hard-earn money refunded $350, because they failed to transfer the funds as promised

  Business Response

  Date: 14/07/2023

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

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

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

  In your complaint, you have outlined your transaction  for ********************************* with the reference number ************, amounting to $350.00, were not received. You have also requested a full refund.

  We have further investigated the matter and based on our records, when the transfer was initiated on June 22, 2023, it was completed. On our end, a completed transfer means that the money was successfully received by your beneficiary. Since you have reported otherwise, we have reached out to our partner bank in ****** and confirmed the status of the transfer from their end.

  Our partner bank has confirmed that the funds were successfully deposited into your beneficiarys bank account. We tried to request a reversal of funds from our partner bank, in good faith and following proper procedures, but unfortunately, they were unable to accommodate our request.

  To resolve the complaint you have raised, Remitly returned the funds to you on July 9, 2023, and we processed your refund almost immediately.

  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. Customer Service can be reached 24 hours a day, seven days a week at **************.

  Thank you,
  Remitly, Inc
  

  
  

  Customer Answer

  Date: 20/07/2023

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

• Initial Complaint

  Date:06/07/2023

  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.

  Transfer Number: ************. I am writing to seek your assistance in resolving a significant issue I have encountered with a recent money transfer. The transfer, initiated on June 27, 2023, involved sending CAD **** from my ********** account to an Indian account via the ********************** service.Unfortunately, despite the indicated transfer date of July 4th, the funds have not been received by the intended recipient. Remitly has informed me that the money was mistakenly delivered to a different account due to an alleged error in the account number entry. However, I firmly maintain that I entered the correct recipient details during the transaction process.Of great concern is the fact that Remitly has refused to provide me with the account number to which the funds were transferred. This information is essential in determining whether an error was made on my part or if Remitly bears responsibility for the misdirected transfer. It is my belief that the lack of transparency demonstrated by Remitly is unacceptable, and I am now seeking your intervention and guidance in this matter.

  Business Response

  Date: 16/07/2023

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 5, 2023. Thank you for bringing your recent experience to our attention. 

  We reviewed your account and found the submission of a transaction in the amount of $549.04 with reference number ************ on June 27, 2023. The transaction was cleared from Remitlys end and was forwarded to our partner bank for processing and got completed on July 4, 2023.

  When you reported non deposit, our **************** reached out to the partner bank to investigate the status of the transfer. Our partner bank confirmed that the transaction failed and the funds were returned to Remitly. Upon your request, we have reprocessed the transfer which got completed on July 4, 2023. When we received the second report of non deposit, our team validated the recipient account number with you and also reached out to our partner bank to validate the status of the transaction. 

  While we are investigating the matter, we have canceled the transfer and refunded the payment based on your desired settlement. The credit should reflect to your account within ten banking days. 

  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: 17/07/2023

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

• Initial Complaint

  Date:23/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1, 2023 I made a transfer from Canada to Pakistan, in my name. Here are the details:
  Amount Sent 1,999.01 CAD
  Fee 0.99 CAD
  Total Amount Charged $ 2,000.00 CAD
  Total to Recipient Rs 420,572.00 PKR
  
  Recipient: ******* ****** (myself)
  Transfer No.: *** *** *** ***
  
  Amount was suppose to be available in my Pakistani bank account on June 7, 2023. Amount didn’t get credit to my Pakistani bank account. However, the payment was withdrawn from my bank account on June 2, 2023 for $2,000.
  
  On June 7 Remitly sent me an email that funds were successfully sent. Same message on June 8. But I didn’t get any text on my phone confirming transfer. Historically when the funds are available in the account, I would get notified on my Canadian and Pakistani cell, which as of today I didn’t get any confirmation.
  
  On June 13 I got an email that funds are “on hold” and they need to speak to me. I called them back. No changes were required and I was told that funds would be available in 3-4 hours. But didn’t happen. Screen shot attached
  
  I had multiple chat messages since June 10, confirming they are working on it and it would be resolved in 2-3 days. But no resolution.
  
  On June 15 Remitly rep gave me 26023029 investigation number and assured me that she (Haidy) has escalated this issue and it will be resolved in 3 business days. But no resolution. Screen shot attached
  
  I spoke to Remitly representative Nour on June 21 and he positively assured me that he will call me back in 2 days with resolution. No call received
  
  I spoke to Remitly representative Dayand on June 23 and he positively assured me that he will arrange a call back on 2-3 hours on June 23. No resolution or call back yet.
  
  I would like my funds to be refunded to my Canadian bank account for $2,000.

  Business Response

  Date: 30/06/2023

  ******* ******
  *** * ***** **** **
  ******** ** *** *** ******
  ******* ****** ***** ********
  ******* *************************
  
  Re: BBB Serving Mainland B.C. Consumer Complaint #********
  
  Dear ********* ***** , 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 23, 2023.Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concerns relating to your completed transactions; however, the funds were not deposited into the intended receiving account. 
  
  A member of our Escalations team attempted to connect with you using the phone number registered on your Remitly profile, however, the call went straight to voicemail. 
  
  We reviewed your account and found the submission of a transaction in the amount of $1999.01 with reference number ************ on June 1, 2023 5:44 PM Pacific time.
  
  We immediately communicated with the bank partner to request the actual status of your transfer as we reported that the funds were still not deposited to your account even though the transaction was reflected as completed on our system on June 15, 2023 2:11 AM Pacific time. 
  
  We received a response from our partner that they successfully returned the funds to us. In this case we are still working with our partner to know the specific error why the funds did not push through as we have not received the specific reason for the delay.
  
  Per your request we have canceled your transaction and refunded your payment method. The refund should show on your account in 10 banking days or sooner. If you don't see the refund after this time, please let us know.
  
  In hopes of compensating the inconvenience, we have added a $100.00 credit on your account which you can use immediately on your next 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. Customer Service can be reached 24 hours a day, seven days a week at ***** ********.
  
  Sincerely,
  
  Remitly, Inc.
  
  

  Customer Answer

  Date: 01/07/2023

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

  I hope Remitly will refund my amount of $2,000 to my account in the stated time period. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a money transfer to ***** yesterday at June 8th 2023 at 315pm the funds was supposed to be in the receiver account by 335pm as of today June 9th 2023 nothing was done remitly keep giving me excuses about errors bank error delayed by 3rd party never-ending excuses ?? all I need is the money to be in receiver account asap or a refund immediately they have not live up to any such things so far!

  Business Response

  Date: 17/06/2023

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

  Dear ***************************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 9, 2023. Thank you for bringing your recent experience to our attention.  

  We reviewed your account and found the submission of a transaction in the amount of $172.58 with reference number ************ on June 8, 2023, with a delivery promise ofJune 8, 2023, at 11:35:29 AM Pacific time. 

  Almost immediately, the transfer was forwarded to our partner bank for processing. The bank was unable to provide the final status straight away, hence, the bank had to manually settle the transfer. The reconciliation process usually takes three working days. 

  On June 10, 2023, our partner bank confirmed that the funds were successfully deposited into ***************** ******************** (PNB) Account ending in 0263. 

  As a goodwill gesture, we have refunded the transaction fee to your card ending in 1022. 

  Our team also reviewed your Remitly profile as part of our verification and security procedures. This step is to keep our service secure and comply with applicable laws and regulations relating to know-your-customer requirements. We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements.

  Following an additional review of your account, we regret to inform you that based on the result of our investigation we have suspended access to your Remitly account.
  As mentioned above, we are a regulated financial services company and must comply with banking regulations. To comply with these policies and regulations, we will not be able to share specific details aside from the result of our review. You may visit our User Agreement for more details.

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

  Thank you,

  Remitly, Inc. 
  

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to delete my account profile on **********************. On their website they say there is an option under Profile to do this if you have no outstanding transactions. I have no outstanding transactions but there is no online option to delete my account. I called their **************** number which is answered by Customer Protection. The refused to transfer me to **************** when I told them the reason - I was told it was against their policy. They informed me that they could not delete my account it was against Remitly policy I asked for the name of the regulatory agency so that I could file a complaint - they refused again stating it was against Remitly Policy

  Business Response

  Date: 25/06/2023

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 9, 2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined your concern relating to your request to delete your Remitly profile. You also mentioned that your request was not granted. 
  Our team reviewed your Remitly profile as part of our verification and security procedures. This step is to keep our service secure and comply with applicable laws and regulations relating to know-your-customer requirements. We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements.

  Our Customer Protection Team connected with you to verify additional information, however, you did not wish to proceed with further verification and requested deletion of your Remitly profile. 

  On June 12, 2023, our team closed your Remitly profile based on our Privacy Policy Right to Delete: You have the right to delete personal information that we have collected from you. Note that there are some reasons we will not be able to fully address your request, such as if we need to complete a transaction for you, to detect and protect against fraudulent and illegal activity, to exercise our rights, for our internal purposes, or to comply with a legal obligation. 

  Again, we 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.