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:02/11/2022

  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.

  Hello,
  I transferred 549.04$ from my Canada account (***********) to my Indian bank account (***********) through remitly on Oct 17th 2022. This is the reference number ************ .Then on 21st oct, I got an update from Remitly that they deposited money in my bank account. But when I checked , funds were not there in my Indian account. I called Remitly many times and the only answer I am getting is that they have sent an email to the recipient bank and waiting for their reply. I spoke to many agents till day and they are not giving me a proper response. I even called my Indian bank but they confirmed that funds are not received. This was a loan payment and because of the delay I was charged interest. Please help me in resolving this issue.

  Business Response

  Date: 07/11/2022

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

  Date: November 7, 2022

  Re: BBB Complaint 18342665

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 1, 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 $549.04 with reference number ************ on October 17, 2022, with a delivery promise of October 21, 2022, at 6:05:32 AM Pacific time. Once the bank cleared the funds, the transfer was forwarded to our partner bank for processing but encountered an error with the recipient details. The transfer was reprocessed and got completed on October 21, 2022, at 5:06 AM PT.

  When you reported non deposit of funds, 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 $50 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. 

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent $1170.76 from my **** Account to my Indian *** Bank acount on Sept 18, 2022. It shows deposited on Remitly as on Sept 22, 2022. But its still not deposited.
  
  I talked with 6 or 7 different remitly customer service agents about this issue. I uploaded both my **** acccount statement and *** Account statements in remitly app as per agent requests. They told me they sent email to their partner is India and will give me update within 2 business days. But I didn’t received any update. I called again and got same reply. This happened for 6 times now. Same reply. Last agent told their partner replied saying they deposited it already to the recipient. I asked them to investigate again. This is really frustrating now.
  
  I don’t trust remitly anymore . Please help me to get my money deposited to the recipient bank account asap. As I am paying interest on my recipient account, I don’t think its fair to ask me to wait again.

  Business Response

  Date: 19/10/2022

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

  Date: October 19, 2022
  

  Re: BBB Complaint ******** 
  

  Dear ***** *****, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on October 7, 2022. Thank you for bringing your recent experience to our attention.  
  

  We have reviewed your account and found a transaction in the amount of $1170.76 that was submitted on September 18, 2022, at 3:00 AM PT with reference number R18064811210. On September 22, 2022, at 5:53 AM PT, our partner bank confirmed that the funds were released to the intended beneficiary account. 
  

  When you reported non deposit of the funds to the recipient’s account, our team worked with our partner bank to investigate the status of the funds. While we were waiting for the partner bank to provide us with the final status, our team manually reversed the transfer. Our team also asked the partner bank to recall the money from State bank of India. At your request, the transfer was canceled and refunded. 
  

  On October 11, 2022, the partner bank confirmed that the funds were returned to Remitly. As a gesture of appreciation for your patience, a member of our team added a $30 discount on your Remitly profile which was applied to your transfer with reference number ************.
  

  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: 22/10/2022

  
  
  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:04/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made a transaction through Remitly to my dad’s ****** account, usually it gets transferred in minutes but in this case I sent money on Oct 1 it didn’t go through the minutes so I called the customer service they said we don’t have the funds it’s already been sent to state bank of India which is recipient bank , they gave a deadline for the transaction to complete. After the deadline passed I see the status still pending then the Remitly customer service it’s recipient bank holidays so I have to wait for another 24 hours , Remitly has to provide the information about their direct partners downtime and holidays in order me to make necessary arrangements , the funds I sent is through emergency basis. I called them multiple times spoke to the reps , managers everyone gave me the false information that they will call me in next 1-2 hours , no one calls me and I have to call them back and explain the whole story again and again but still no resolution I insisted to speak to the financial head no response their reps can’t even give me the right head office address . As of now Oct-4 I sent my dad to the bank in India they said no money has been sent to my dads account, I called sbi customer service and provided the partner transaction I’d which Remitly sent me the SBI rep said it’s an failure transaction we don’t have the funds contact the median you used which is Remitly again I called them they still gave me written email promise someone will call me after 2 hours which would be the second night I am awake till 2 in the morning to get sorted out . Finally , no response from them and it’s not a small amount that I can wait on , it’s $2000 and I asked Remitly to give my money back they want me to wait for another 3-7 days for my money which is on their end no issues from my account or my dad’s account why would I have to wait for all these days.********* * **** ******** ** *** ***** * * *** ** **** **** ***** *** **** * ***** **** *** ******** * i am stressed out now

  Business Response

  Date: 13/10/2022

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

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

  Dea* **** ******** 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on October 4, 2022. 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 $2000.00 submitted on October 1, 2022, at 5:28 PM PT with an original delivery promise of October 2, 2022, at 10:35:47 AM Pacific time. 
  

  The transfer was forwarded to the partner bank for processing, however, due to a technical error the money was not delivered within the estimated delivery time. We take many factors into account when we calculate our delivery promise, but unexpected issues can come up that can cause delays, including network outages and system errors. 
  When we received your report that the money was not received, we validated the status and found out that the transfer failed. Our team updated the recipient details at your request and the money was delivered to the new recipient on October 4, 2022, at 7:31 PM PT. 
  

  We also understand how frustrating it can be when you expect a call from us but no one reaches out to you. This has been raised to the team to ensure that this experience will be addressed. As a gesture of appreciation for your patience and understanding, we have added a $50 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 ***** *********  
  

  Thank you,
  

  Remitly, Inc. 

• Initial Complaint

  Date:28/09/2022

  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.

  So I had made 4 transactions to a recipient with the reference numbers ************* ************* ************* ************* On the following dates- 24-Jun-22, 27-Jun-22, 17-Jun-22, 5-Jul-22. And all 4 transactions were a total of $1683.
  Remitly notified me that all 4 transactions were deposited which they weren’t ( I have the recipient’s bank statements which I have attached to prove that ) I raised this concern with Remitly and they told me they were working on it and would escalate the issue and someone would contact me within 3 business days I trusted them and thought everything would go smooth but no response from Remitly. I call them again and they say the exact same thing and again no response. Today I have called them for the 20th time and it’s the exact same thing it seems like the process is starting over again each time I call. I loved using Remitly and still use it actually for many transactions however this is very unprofessional and definitely has left a sour taste in my mouth and I would just like my refund please and would like this to be done with.
  Thank you

  Business Response

  Date: 07/10/2022

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

  Date: October 6, 2022
  

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

  Dear *********** ****** 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 27, 2022. Thank you for bringing your recent experience to our attention.  
  

  We reviewed your account and found the submission of four transactions with a total amount of $1686.22 sent to ****** ****** The funds were forwarded to our partner bank for processing and was released to the recipient’s account. 
  

  When we received your report that the money was not received, we validated the account and found out that the account number provided was incorrect. Our team reached out to the partner bank to investigate the status of the transfers and confirmed that the funds were paid to the recipient. 
  

  A member of our Escalations team reached out to you to further our investigation but did not receive a response as of the date of this writing. A recall was requested but is based on a best endeavor basis and no guarantee of getting the funds back as this is based on the beneficiary bank.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance.  Customer Service can be reached 24 hours a day, seven days a week at (888) 736-4859.  
  

  Thank you,
  

  Remitly, Inc.

• Initial Complaint

  Date:13/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using Remitly off and on for just over a year. My last transaction with this business was on August 5, and then for some reason they suspended my account, but won't tell me why - not even the slightest hint. It's an inconvenience but I do have other means of sending money overseas. However, what I do need is a receipt from my previous transactions and they just simply won't speak to me. It's a bit bizarre, but I have paid them money and I do require a receipt, which they will not provide.
  
  The only response I get is this:
  "Our customer protection team has identified behavior on your account that violates our User Agreement, so we have decided to suspend your access to your Remitly account and not allow the use of our service anymore. We appreciate your past use of our money transfer service. In order for Remitly to continue offering its customers a reliable and affordable way to send money, we have to make sure our customers are using our service legally and responsibly. This occasionally forces us to make difficult decisions regarding customer accounts. For more information, you can view our User Agreement on our website."
  
  Anyway, I do feel others should be warned about this service, as I have a few friends that use it to send money back to family who have become dependent on those transfers. They are all afraid now that they will be cut-off as well. It's just very bizarre to me that they refuse to provide any sort of reason for suspending my account.

  Business Response

  Date: 20/09/2022

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

  Date: September 20, 2022
  

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

  Dear ******* ******, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 13, 2022. 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 Canada 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 cannot reinstate 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.
  

  A member of our team also sent a copy of your transaction history to the email address registered in 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.

• Initial Complaint

  Date:15/07/2022

  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.

  April 24,2022. Amount of C$506.67 paid to Remitly for a transfer. Receiver’s bank hold the funds saying reason I put doesn’t validate for a business account. After that got cleared. Receiver’s bank sent the refund back. At the moment Remitly is not processing the refund. Remitly Customer agents do not have any answer for the delay. When asked for a manager, agents would reply “manager will give you a call back” but I haven’t received a single call from a Manager. I had to contact the receiver’s bank to check what is going on and they confirmed money has been refunded back. I have spend so much time with Remitly agents on the phone for last 3months to resolve the issue but they failed to provide any possible outcome or assurance about my funds.
  Remitly Reference no. ************

  Business Response

  Date: 25/07/2022

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

  Date: July 25, 2022
  

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

  Dear ******** ****** 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 14, 2022. Thank you for bringing your recent experience to our attention.
  

  We have reviewed your account and found the submission of a transaction in the amount of $506.67 with reference number ************ on April 24, 2022. Almost immediately, our partner bank confirmed completion of the transfer. 
  

  When you reported that the recipient did not receive the deposit, our team reached out to our partner bank to investigate the status of the transfer. Our partner bank confirmed that the transfer was initially held due to incorrect purpose code and the bank reached out to the receiver to complete credit authorization. The funds were released to ****** **** after they had completed the credit authorization on April 25, 2022. 
  

  As a goodwill gesture, we have manually reversed the transfer while our team investigated your concern. At your request, we have canceled the transfer and refunded the payment. The credit typically takes ten banking days to settle. 
  

  Again, we 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.