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:02/06/2023

  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 transferred fund to my sister in Australia on 18th may 2023 using remitly’s express service. She was in urgent need of fund for her fee which was due on 23rd of may 2023. Remitly first held the funds until 23rd of may I called them time and again to resolve and they kept on saying its ************ bank in Aus holding funds and when I escalated it to a manager they started showing the funds as delivered. I called back informing that its not a true story she hasn't received anything. To which they said we will escalate it will take 3 business days and they have been doing same thing every time I call they say we are going to escalate this and its 1st of June now still they haven’t done anything. And telling me same story we will escalate. Who is responsible for the financial loses me and my sister went through. They are just ***** and ******** people. I have all the statements available to prove.
  

  Business Response

  Date: 12/06/2023

  **** *****
  ** ******** **** ***
  ********* ** *** *** ******
  ******* ****** ***** ********
  ******* ***********************
  *** *** ********* ********
  Dear **** *****, 
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 1, 2023. Thank you for bringing your recent experience to our attention.  
   We reviewed your account and found the submission of a transfer in the amount of $1363.64 with reference number ************* on May 18, 2023. The funds were immediately forwarded to our partner bank for processing. We take many factors into account when we calculate our delivery promise, but unexpected issues can come up that can cause delays including bank processing hours. On May 23, 2023, the bank confirmed that the funds were successfully deposited into the intended recipient’s account.
   When you reported non deposit of funds, our team immediately reached out to our partner bank to investigate the status of the transfer. Our partner bank confirmed that the money was paid to the receiver on May 22, 2023. 
  While we are finalizing the investigation, we received a dispute from your issuing bank on June 9, 2023. Our team will contact you on an ongoing basis to resolve the dispute. Otherwise, we will work with your bank to settle the dispute. 
   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:19/05/2023

  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.

  Transfert latenever arrived WoW the reason i use REMITLY was because of TRUSTpilot review.So my first exprience using a transfert party ( REMITLY ) to help us transfert the funds in a Time Line that was reasonnable. So as we waited on the transfert of funds for a certain timing. Well it never happen. So call the customer service some where in the world.Couple hours later, finally hot Nice person on the line traying to tell ** it is out in proccess and that their partner in the country X of our bank is now in the process of transferring the funds. When i ask to the great helpfull person ? maybe in 6-8 hoursSo finally, do your research dont trust angine with your money especcially when it is a type of emergency.So we dont know How it is going to end up.But this a bad exprience with remitly.A day later the 18 may still nothing transferred. And they send me a email confirmation it is deposited, NEVER WAS DEPOSITED.The only thing they have is a consumer phone service some where in the world.My wife in the Hopital bills to pay so she can leave.2 laters still no money. Wife is going crazy. The Hopital wants there money.Now we are having extras for late payement.NEVER USE REMITLY THEY DONT ASSUME ANY RESPONSABILITIES.

  Business Response

  Date: 28/05/2023

  *************************
  ********************************************************** CANADA
  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 May 18, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern relating to your transfer that was not delivered to the recipient although the status is completed. You also mentioned that the money was needed for your wifes hospital bill. You then reached out to Remitly Customer Support but still had not gotten any resolution.
  
  We reviewed your account and found the submission of a transfer in the amount of $1825.00 with reference number ************ on May 16, 2023. The transfer was immediately forwarded to the partner bank for processing. 
  
  On May 17, 2023, a member of our Escalations team reached out to you to inform you that the partner bank requires additional information from the recipient to complete the transfer. The recipient should coordinate with the bank to complete the requirements. 
  
  The following day, May 18, 2023, we were notified by our partner bank that the funds were delivered to the recipient and we notified you of the status. When you reported that the money was not received by the recipient, our **************** team reached out to our partner bank to check on the status of the transfer. 
  
  Another associate from our Escalations team checked with our partner, and we confirmed that the money was successfully transferred to your recipients bank account. In an effort to resolve the matter, our team called the number listed on file thrice but we were being routed to voicemail. We have also sent an email to the email address registered on your Remitly profile but did not receive any response.
  
  Additionally, we have refunded your transfer fee of $36.50 for the delay.
  
  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: 29/05/2023

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

  Since my complaint, they called me 3 times at 06h30 am and 4 times at pass 23h00.

  it is harassment.

  they are calling me at any time of the day
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/06/2023

  *************************
  ********************************************************** CANADA
  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 May 18, 2023 and May 30, 2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined concern relating to your transfer that was not delivered to the recipient although the status is completed. You also mentioned that the money was needed for your wifes hospital bill. You then reached out to Remitly Customer Support but still had not gotten any resolution.

  We reviewed your account and found the submission of a transfer in the amount of $1825.00 with reference number ************ on May 16, 2023. The transfer was immediately forwarded to the partner bank for processing. 
  On May 17, 2023, a member of our Escalations team reached out to you to inform you that the partner bank requires additional information from the recipient to complete the transfer. The recipient should coordinate with the bank to complete the requirements.

  The following day, May 18, 2023, we were notified by our partner bank that the funds were delivered to the recipient and we notified you of the status. When you reported that the money was not received by the recipient, our **************** team reached out to our partner bank to check on the status of the transfer.

  Another associate from our Escalations team checked with our partner, and we confirmed that the money was successfully transferred to your recipients bank account. In an effort to resolve the matter, our team called the number listed on file thrice but we were being routed to voicemail. We have also sent an email to the email address registered on your Remitly profile but did not receive any response.
  

  Additionally, we have refunded your transfer fee of $36.50 for the delay.

  In response to your complaint, our team called the phone number listed in the complaint form but it gets straight to voicemail. Rest assured that our team is connecting with you to help with your concern and we apologize if you felt otherwise.

  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:18/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Remitly service and initiated funds transfer from Canadian savings account to my homecountry bank ******** on 09 May, 2023 6:24 PM EDT
  
  Remitly request Transfer No.: *** *** *** ***
  
  Remitly confirmed Receipient account details are correct and transfer is completed on 15 May, 2023 8:46 AM EDT but funds are not received in the receipient account.
  
  Despite escalating, they came back to me with no resolution saying funds are already deposited
  
  I shared bank statement, which clearly shows there are NO transactions after may 8th.
  
  support keeps escalating with no resolution. Literally no one followed up and asked me to wait 3 business days, now again saying that I need to wait 3 days more.
  
  I requested supervisor, no one transferred me to supervisor, saying they are in meeting every single time
  
  resolution: please contact me on ********** I NEED MY MONEY ASAP

  Customer Answer

  Date: 24/05/2023

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

• Initial Complaint

  Date:14/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 3rd, 2023 I saw a transaction not authorized on my credit card by this company of $408.00, I have cancelled my credit card due to this and am super upset because 400 is a lot of money to come out right before I made a huge move to Cranbrook. Please refund my money immediately!

  Business Response

  Date: 23/04/2023

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

   

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

   

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

   

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 14, 2023. Thank you for bringing your recent experience to our attention.

   

  In your complaint, you mentioned that there was an unauthorized transaction on your credit card for $408.00 on March 3,2020 - via our service, Remitly, Inc.

   

  We reached out to you to gather further information. We appreciate your cooperation for without it, we would not be able to locate the Remitly profile where your credit card was compromised. The necessary action has been carried out, the said profile has been suspended and the profile holder has been blacklisted from the use of our service.

   

  As for your refund request, we regret to inform you that we are unable to process the request. Careful review shows that we have received a chargeback from your bank on March 30th - we believe that temporary credit has been issued by your bank while the investigation is on-going. As we have accepted the dispute on April 5th, the funds should have been made available to you by your bank as part of your spending balance. In this regard, we recommend that you coordinate with them to gather more information concerning the availability of the funds to you.

   

  Our company, Remitly, Inc., is continuously looking for ways to improve our 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 (888) 736-4859.

   

  Thank you,

   

  Remitly, Inc.

• Initial Complaint

  Date:03/03/2023

  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 used remitly’s website to send money to Peru on Feb 21. I’ve done it before and no issues. It’s been 10 days and the money hasn’t reached my account, despite the estimated date of completion was Feb 24. I had obligations in Peru due on the 25th and March 3 which I haven’t been able to fulfill and I’m going to be in serious problems due to this. I’ve been trying to find an explanation from Remitly but no luck so far. First they blamed the recepient bank, ********** Peru but this bank couldn’t see any pending transactions for my account. Then Remitly blamed their partner bank (***) and I tried to contact them but no luck, they kept blaming Remitly and transferring me to unhelpful customer service reps. So far the only thing I know is that I’m missing C$1,925 which were supposed to be used to pay a loan in Peru (I’m in default now) and the monthly fees for my father’s nursing home (he will be locked out if I don’t pay ASAP). I also want to mention that all my calls to Remitly have been fruitless. I’m very frustrated, tired of trying, missing almost C$2,000 and very angry about the company’s inability to provide any kind of help. Please help me solve this issue. They can’t just take my money, misplace it, and then not show face for this.

  Business Response

  Date: 12/03/2023

  **** ******* ******* **********
  **** ** ********
  ******** ** ****** ******
  ******* ****** ***** ********
  ******* ********************
  
  Re: BBB Complaint (BBB #********)
  
  Dear **** ******* ******* **********
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 6, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you have outlined the delay of your express transfer you processed on February 21, 2023 amounting to $1925.00 with reference number *************. Moreover, you also reported that you were penalized due to late payment of your loan and your father´s nursing home bills.
  
  Upon receipt of your formal complaint, we found out that your transfer was not immediately processed at our partner bank’s end in Peru. We immediately initiated an investigation into the matter and sent a formal request to our partner bank for an explanation and resolution of the delay. We were told  by our Partner on February 26, 2023 that the deposit will be after 3-5 banking days.
  
  On March 4, 2023 A member of Escalations team connected with you via email to inform you that since the timeframe that our partner bank gave had lapsed, we sent many follow-up requests for an update on the status of your transfer. The investigation took a couple of days since they missed to provide the exact reason about why your transaction is in pending status given that we already submitted your transfer right after we captured your funds. 
  
  On March 7, 2023, you canceled the transaction and we sent you an email confirming the cancellation and we are now finalizing the refund of $1930.99. We also reiterated that we have applied a $60 discount on your account to compensate for the inconvenience it caused you.
  
  On March 8, 2023, we sent you another email to give you more insight about the delay of your transfer. Heres the exact content of the email we sent to you: 
  
  ¨********** had to place your transaction on hold since your beneficiary seems like a joint account and since it is worth $1925.00 transfer, they need to make sure that it complies with applicable regulations in Peru. Thus, timelines vary based on the partner and the specific details related to your transaction¨. 
  
  Looking at your account, it is already refunded. The ARN/Reference number is ***********************. You may call your bank and have them check the ARN to confirm the posting of your refund. 
  
  As a token of appreciation we have added another $100 discount on your Remitly account. The discount will automatically apply 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 (888) 736-4859.
  
  Thank you,

  Remitly, Inc
  

  
  

  Customer Answer

  Date: 13/03/2023

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

  how was I supposed to know the issue? I was never informed of the reason why my funds were being held. Now I have this credit in my account, which I tried to send to my account in Peru but the transaction is not going through. What’s the benefit in having the credit in my account if I can’t make a transfer?

  also, in the past I have completed around 6 transactions of the same kind, to the same account in Peru and similar amounts and I never had any issues.

  I need to know how to make a transfer to benefit from the credit I have. I tried a few days ago and I was getting an error message. Even if I complete the transaction, how am I supposed to know the receiving bank has something to say? Remitly never notified me of the issue until now, and ********** Peru didn’t have any records of anything pending in my account. 
  

  this is really a mess, and Remitly blames third parties and these third parties either Cosme Remitly back or don’t know anything about the issue (other parties being *** BANK and ********** Peru
  
  
  
  Sincerely,
  
  
  
  **** ******* ******* **********

• Initial Complaint

  Date:26/01/2023

  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.

  Date of Transaction:
  Jan 25, 2023
  
  Nature of Dispute:
  An unauthorized transaction was processed and later canceled by Remitly on my account to Ukraine (Cash Pickup) charged and later credited to my credit card.
  
  I only used Remitly for the monthly transactions to an Indian Account.
  How can Remitly allow the following without authentication:
  - Access to add a recipient that I do not know and recognize and in a different country.
  - Allow debit of said transaction amount on my credit card (returned later after the cancellation of the transaction)
  
  
  I was lucky that the transaction got canceled by Remitly after an hour of it being processed. But when asked about who initiated the transaction, the Remitly team was clueless and instructed that I shall change my password. Without them proving that the transaction was placed by using my password, how can they be so lax? What kind of web security are they using to prevent wire fraud? What if the security breach is internal?
  
  When contacted customer support, I was told that they do not know who and where my Remitly account was accessed to initiate the transaction. How can I trust an institution that does not have any kind of clue about what happened here?
  
  Transaction reference:
  *********** ****** ********* ****** *** 

  Business Response

  Date: 02/02/2023

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

  Dea* ******* **** *****

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 26, 2023. Thank you for bringing your recent experience to our attention.

  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.

  Following an additional review of your account, we have decided to deactivate your Remitly profile to prevent any further unauthorized transactions.

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

  Thank you,

  Remitly, Inc.
  

  
  

• Initial Complaint

  Date:09/01/2023

  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.

  *** *** *** *** This was a cancelled transaction and I have been contacting them for three weeks letting them know that the transaction was posted to my credit card - I uploaded proof that it was but they continue to tell me it was refunded or will be in ten days - transaction cancelled Dec 13 and It's Jan 9th today - no refund yet and spent another 30 min on the phone with them today with no refund. They don't seem to understand the time zone difference and impact to transaction dates between Canada and the Philippines.

  Business Response

  Date: 19/01/2023

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

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

  Dear ****** *******

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

  We reviewed your account and found the submission of a transfer in the amount of $501.38 with reference number ************ on December 12, 2022. You have submitted another transfer on December 13, 2022, in the amount of $501.38 with reference number ************ followed by another transfer in the amount of $500.00 with reference number ************.

  The transfers with reference numbers ************ and ************ were delivered to the intended recipient, ***** *** ******* while the transfer with reference number ************ was canceled at your request. The payment was voided before the transfer settled -  an unsettled transaction can be voided which stops the payment from processing and removes it from your account, effectively canceling the payment. Your bank can validate that you were not charged for this transfer.

  We assessed the bank statement you have submitted on January 7, 2023, and on December 12, 2022, there was a charge of $516.39 for a completed transfer with reference number ************ and on December 13, another charge of $514 appeared for the transfer with reference number ************. Therefore, your bank did not deduct any amount of the remittance with reference number ************.

  We have also confirmed that you have filed a dispute with your issuing bank. Our team  received a chargeback for the transfer with reference number ************. Our team will contact you on an ongoing basis to resolve the dispute. Otherwise, we will work with your bank to recover the money. This may also result in the suspension of your Remitly profile.

  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 (888) 736-4859. 

  Thank you,

  Remitly, Inc. 

  Customer Answer

  Date: 20/01/2023

  
  
  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:30/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of transaction made was on Nov 20, 2022. The transaction amount was $100 + $1.99 transaction fee charged by remitly. After few minutes of sending money, I got an email that transferred money has been deposited into the receipent account. However, when I checked with the receipent if they have received the money, to which I got to know they didn't not. I have been using remitly since 2018 , I had not faced any such issue. After knowing, the money was not received by the receipent. I had contacted remitly customer service numerous times through the chat and call. Everytime, I was told that they had investigated and money has been deposited into the receipent account. The transaction number from remitly is *** *** *** ***. I was provided with a Partner Transaction ID *************** from remitly which did not helped receipent bank to locate the funds too. At this point, I am requesting remitly to refund my money .

  Business Response

  Date: 04/01/2023

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

  
  Dear ***** *******,  
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 26, 2022. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that the transfer processed on November 20, 2022, amounting to $100 plus $1.99 customer fee, was not received by your beneficiary in India. Hence, you have requested for this transfer to be refunded.
  
  Upon investigating your concern, we confirmed from our banking partner that the funds were returned to us. We would like to apologize for the inconvenience this has caused you. We appreciate you for reaching out to us about this matter.
  
  A member from our Escalations team manually updated the status of your transaction, which was canceled from your end on December 27, 2022 through the mobile app. The refund should be posted to your account within ten banking days.
  
  Please be assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this matter aside from the results of our investigation. 
  

  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 (888) 736-4859.
  
  Thank you,

  Remitly, Inc.

  Customer Answer

  Date: 05/01/2023

  
  
  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:09/12/2022

  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.

  Fraud transactions happened in my remitly account between dates of july 5th to 25th july 2022, total of 12 transactions. I contacted remitly customer service, they did not provide me refund or any sastifactory reponse and they locked my account without any reason. Then i contacted my bank and i filled a complaint, investigation happened one month and they told me to contact remitly, as they cant do anything. i am suffering from this from last 4-5 months. Please pay attention to my complaint.

  Business Response

  Date: 18/12/2022

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

  Date: December 18, 2022

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

  Dear ********* ***** 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 7, 2022. Thank you for bringing your recent experience to our attention.  
  In the complaint, you outlined security concerns relating to unauthorized transactions and requested to have your account reinstated. 

  We reviewed your account and found 12 completed transfers between July 5 to 25, 2022, with a total amount of $8766.00. As outlined within your instructions, the funds were delivered to the intended recipient. 

  Our Escalations team reviewed your claim and connected with you to further the investigation. Based on the results of our review, your Remitly profile was updated and reinstated. However, we regret to inform you that we cannot refund the payment for the completed transfers.

  We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we have deployed rigorous procedures to meet security requirements. To comply with 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.  Customer Service can be reached 24 hours a day, seven days a week at ***** ********.  

  Thank you,

  Remitly, Inc. 

  Customer Answer

  Date: 19/12/2022

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

  Customer Answer

  Date: 21/12/2022

  Hi,
  Thank you for getting back to me. In my previous email, i rejected remitly’s solution, first of all,  there’s clearly no solution, i asked for my money refund and they clearly stated we are not providing any refund, but i am asking here why? Its been 4-5 months, i am struggling for my own money because of these fraud transactions. I contact remitly hundreds of times, but everytime they are saying contact you bank for refund and my bank’s saying remitly ‘s third party app contact them for refund, i did not understand who should i contact. I did formal complaint with my bank and after 2 months of investigation they told me to contact remitly, because they said these transactions are cash like transactions and via these transactions somebody sent my money overseas. I attached 2 screenshots with my response. First one, according to financial consumer agency of canada, i am eligible for refund if somebody did fraud transactions with my account and here remitly here totally failed to protect my account against fraud. The 2nd screenshot is from remitly’s official site and they said i am eligible for refund and investigation of these matter because of fraud. I am done with my bank process and clearly they are not providing me refund and remitly’s third party app, so i should get refund from remitly, they failed to protect my account and lost my money. In the previous email they said account is updated and restored, so what i am gonna with that, i am asking for my lost money, not for account access. I swear i  am not gonna use remitly ever again in my life, its giving me such a hard time.
  Hope you understand my concern. 
  

  Business Response

  Date: 03/01/2023

  ******** ****
  **** *** ********** **
  ******** ** *** *** ******
  ******* ****** ***** ********
  ******* *****************************
  
  
  Re: BBB Complaint #********.
  
  
  Dear ********* *****
  
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 7, 2022, and your response on December 22, 2022. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you have mentioned unauthorized transactions in your Remitly account. You have also mentioned that you contacted us and your bank however no resolution has been provided.
  
  On July 5, 2022 you have reached out to inform that between July 5, 2022 to July 25, 2022, there were 12 unauthorized transactions in your Remitly account. Based on the result of our investigation, we confirmed that there was no fraudulent activity in your account. We have a chat record confirming that you authorized all the reported transactions going to the recipient, Dev Sharma. The transcript was provided to you as per your request. After a careful review of your account, we regret to inform you that we will not be able to issue a refund.
  
  Based on our User agreement Section 8:2 "ERROR RESOLUTION, CANCELLATIONS AND REFUNDS - 2. Refunds. You can cancel your Transaction at any time prior to its completion."
  
  All your transactions are completed; thus, cancellation is no longer an option.
  
  Protecting you is our priority, like other financial institutions and money transmitters we have deployed rigorous procedures in order to meet security and compliance requirements. Rest assured that your Remitly account is secured.
  
  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: 09/01/2023

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

  As you told me that you sent me a chat log, i accept it that i received it on 19th dec, 2022, after that i sent you a email regarding that chat log, but i think you did not check it and its been a month i did not received response to my that email, which shows really un professional as a business. In response to that chat log, i told you i did not even contacted remitly that day. I told you hundreds of times earlier that my account is hacked, somebody steal my account to send my money to somebody. I never contacted remitly via chat earlier, so i dont know where the chat came from. Why you are not understanding that my account got hacked and its been 7 months, i am still struggling for my hard earned money. Its your responsibity to keep my account safe from theft.
  
  
  
  Sincerely,
  
  
  
  ********* ****

  Business Response

  Date: 18/01/2023

  ******** ****
  **** *** ********** **
  ******** ** *** *** ******
  ******* ****** ***** ********
  ******* *****************************
  
  Re: BBB Complaint #********
  
  Dear ********* *****
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 7, 2022, and your response on December 22, 2022, and January 10, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you have outlined concerns regarding unauthorized transactions in your Remitly account. You have also mentioned that you contacted Remitly and your bank, however no resolution has been provided. It was also noted that you did not authorize the transfers through chat with Remitly Customer Support. 
  
  We reviewed your account and found that on July 5, 2022, you reached out to our team to report that between July 5, 2022 to July 25, 2022, there were 12 unauthorized transactions in your Remitly account. Protecting you is our priority, like other financial institutions and money transmitters we have deployed rigorous procedures in order to meet security and compliance requirements. 
  
  Your Remitly account is also subject to verification procedures including customer contacts to maintain high levels of security, trust, and protection. Following an additional review of your account, we regret to inform you that we will not grant the refund request based on the result of our investigation. 
  
  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: 30/01/2023

  Fraud transactions happened in my remitly account between dates of july 5th to 25th july 2022, total of 12 transactions. I contacted remitly customer service, they did not provide me refund or any sastifactory reponse and they locked my account without any reason. Then i contacted my bank and i filled a complaint, investigation happened one month and they told me to contact remitly, as they cant do anything. i am suffering from this from last 4-5 months. Please pay attention to my complaint.
  

  
  

  Business Response

  Date: 10/02/2023

  I am reaching out regarding Complaint #********. The customer has submitted multiple complaints and rejections requesting a refund for twelve transactions and reactivation of her account. The customer's account was initially suspended when the customer reported she did not authorize the transactions. Further investigation and conversations with the customer led us to conclude that the customer did indeed authorize the transactions, and since an account takeover did not appear to have occurred, the customer's account was reinstated. We've already responded to the customer multiple times, both directly through our customer service.

  
  

• Initial Complaint

  Date:04/11/2022

  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 sent $300.00 CAD on October 15, 2022 to India through Remitly app. Initially I received an error message from Remitly but they took money from my account. After few hour I received a message saying that they have processed the transaction and it is deposited into my recipient's account in India. But my recipient confirmed there is nothing in the bank that got deposited. I called Remitlly right away to investigate and they told me to wait for 24 to 48 hours. I heard nothing back from them, called again and they requested to send them the account statement of the recipient's bank account, which I attached and sent them as requested. After another 48 hours i heard nothing back. Called again and i got the response that they will refund the funds in next 48 hours. I waited and still nothing. On November 03, 2022 I called again to see the status and they put the allegation on me that i tempered with the statement that i provided and account number doesn't match. I have been using remitly for quite a while now and never edited my receipts banking information, had no problems before. Upon requesting a proof of "changed or edited account number" , of course another 48 hours they need to figure that out. I don't think i trust this app anymore. Anyways, I just need this resolved either deposit the funds in my recipient's account or refund me my money back. It was such a horrible experience. Thank you!

  Business Response

  Date: 13/11/2022

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

  Date: November 13, 2022
  

  Re: BBB Complaint ******** 
  

  Dear ********* ***** 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 4, 2022. 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 $300.00 with reference number ************ on October 15, 2022, with a delivery promise of October 15, 2022, at 7:27:32 PM 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.  
  When you reported non deposit, our Customer Service reached out to the partner bank to investigate the status of the transfer. Our partner bank confirmed that the funds were returned to Remitly. Based on your desired settlement, we have canceled the transfer and refunded the payment. The credit should reflect to your account within ten banking days. 
  

  We have also added a $20 CAD  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.  Customer Service can be reached 24 hours a day, seven days a week at (888) 736-4859.  
  

  Thank you,
  

  Remitly, Inc.