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:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an ongoing issue regarding unauthorized charges to my account. Despite not initiating any transactions with Remity since my last authorized transaction on June 15, 2025, I have observed multiple unauthorized deductions from my bank account. I have attached the statement from Remity as well as my bank statement with the ones highlighted in yellow are *************** total, these unauthorized transactions amount to $474.84. At no point was I notified of these charges, nor have I received any explanation for them despite multiple attempts to resolve this matter with your customer service team. To date, my efforts to dispute these charges have been unsuccessful. Each time Ive contacted your support line, Ive either been placed on hold indefinitely or received no follow-up. This lack of resolution is unacceptable.

  

  Business Response

  Date: 07/01/2025

  Javkhlanbayar Otgonbayr
  IL  60062
  Daytime Phone: **************
  E-mail: ************************************

  Date: Jul 1, 2025
  Re: Complaint Number 23532251

  Dear Javkhlanbayar,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 6/28/2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported that since your last authorized transaction on June 15, 2025, there have been multiple unauthorized deductions from your bank account totaling $474.84. You also attached statements from both Remitly and your bank and highlighted the transactions in question, further expressing dissatisfaction with the lack of response and support from our customer service team.

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

  Following a thorough investigation, we have identified that your Remitly account was created on March 21, 2025. Since then, you successfully completed 19 transactions to ********. All transactions on your account were submitted using the same device and IP address that had previously been used for other successful transactions and our records do not indicate any suspicious activity or unauthorized access to your account.

  We have not received any chargeback request from your bank regarding the disputed transactions. If you have formally submitted a dispute with your financial institution, please note that the final outcome will be determined by them.

  Some of the charges you highlighted in your bank statement as unauthorized appear to date back to March and early June. We have not found any record of contact from you reporting unauthorized activity during or shortly after those periods.

  Additionally, not all of the amounts you referenced were found in your Remitly account history. Since we were unable to locate all the charges you reported as unauthorized, we kindly ask that you file a formal chargeback request with your bank. The chargeback process works as follows:

  - Once you initiate a chargeback, your bank will submit it to Remitly for review.
  - Upon receipt, Remitly will immediately return the disputed funds to your bank, granting you provisional credit while the investigation is ongoing.
  - If the chargeback is found to be valid, the funds will remain with you. If it is deemed invalid, Remitly will contact you to recover the refunded amount or escalate the matter with your bank as needed.
  We encourage you to initiate this process if you believe there are discrepancies that require further investigation.

  We would also like to inform you that, after a final review of your account activity, we identified behavior that violated our User Agreement. As a result, your account was suspended. While we are unable to disclose further details due to internal policy, the terms and conditions governing our services are available for your review in the User Agreement.

  Based on the findings of our investigation, Remitly is unable to issue a refund for the transactions in question. All payments were processed in accordance with our standard security protocols, and we have not received any formal claim or chargeback from your bank to date. We recommend continuing to work with your financial institution if you have submitted a dispute or initiating a chargeback process if you have not yet done so.

  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:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their service to submit a transfer to my Mexican account which they claim was delivered but as my bank statement that I sent them shows, it was never delivered. For the last two weeks they keep telling me that they will reach out to me to update in less than three days but they never do.

  

  Business Response

  Date: 07/01/2025

  ***** *******
  TX  79848
  Daytime Phone: **************
  Email: **********************************
  
  Date: 07/01/2025
  Re: Complaint Number 23489556
  
  Dear *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 25, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that the transfer (reference R20220700246) submitted on May 30, 2025, to your personal account in ****** was marked as delivered, but your bank statement confirmed that the funds were never received. You also mentioned that, over the past two weeks, you were repeatedly assured of an update within three days, but no follow-up was provided. 
  
  We sincerely apologize for the inconvenience this has caused. We fully understand how important it is to receive your funds promptly and the frustration that delays can bring.
  
  Upon investigation, we found that you contacted us on June 3, 2025, to report the issue. We immediately initiated an investigation with our partner bank to trace the funds. On June 20, 2025, we received confirmation that the funds were returned to us. You then chose to resend the transfer, but it was unfortunately rejected due to transaction limit restrictions. On June 23, 2025, you opted to cancel the transaction, and a full refund was issued. Depending on your bank, it may take up to 10 business days for the funds to appear in your account.
  
  We appreciate your continued use of our services and value the trust youve placed in us. As a gesture of goodwill, we have applied a $50 credit to your Remitly account, which can be used toward 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.
  

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  initiated a money transfer to ***** on June 13 through Remitly. Generally it takes about 3 days to complete. This time around it showed delivered but the amount wasn't received in ***** when I called the bank in ***** to inquire. I then called the third party to see what was happening. They were asking me all the questions because I wasn't able to make the payment and they were the ones who manually entered the details in the first place. But they made the mistake of sending it to the wrong bank. They had to get it to ******************* rather sent it to ********************. ******************** has been merged with 2 other banks to become ********************. It is no longer a bank. And the bank account number is unique. I had provided my details and without verification they sent it to the wrong account in another bank. The amount is $4340. I spoke with Remitly and they are saying they wouldn't guarantee a money back but will try their best and give me a response in 24 hours. It's been more than 3 business days and I am concerned because it is the money I am sending for loan repayment. Also, I am concerned that the wrong account holder might use my amount and I wouldn't get anything back.

  

  Business Response

  Date: 06/26/2025

  Arvin Prem Kumar
  1047 W 2nd St  Tempe, AZ  85281
  Daytime Phone: (480) 738-3813
  Email: [email protected]
  
  Date: 06/26/2025
  Re: Complaint Number 23503988
  
  Dear Arvin,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 23, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that transaction R91386356260, submitted on June 13, 2025, was mistakenly sent to United Bank of India instead of Union Bank of India. You also expressed concern that United Bank of India has since been merged into Punjab National Bank, which could have prevented the rightful recipient from receiving the funds. Additionally, you raised concerns about the delay, potential misuse of the funds, and the urgency of this transfer for a loan repayment.
  
  We completely understand the stress this situation may have caused and want to assure you that we took immediate steps to investigate and resolve the matter.
  
  Upon review, we confirmed that United Bank of India was selected during the transaction creation process. Please note that only the sender has the ability to enter recipient information at the time of creating the transfer. Our records show that you initially attempted to send a payment under transaction R60689458395, which failed due to a bank decline. You then successfully submitted the second transaction on the same day, June 13, 2025, and it was completed on June 15. You contacted us on June 19 to report the issue, at which point we verified your intended recipient bank and confirmed that United Bank of India was selected.
  
  While we typically cannot modify transaction details once submitted, as outlined in our User Agreement, Section 9: Important Service Restrictions, we escalated a reversal request with our partner. Fortunately, the funds were successfully returned. We reprocessed the transfer to Union Bank of India on June 24, 2025, under the new reference number R98529873844, and this transaction has been successfully completed.
  
  To help avoid future issues, we have removed the previously saved recipient details from your account. We kindly encourage you to double-check all information before submitting future transfers, in line with Section 6.5 of our User Agreement, which outlines the sender’s responsibility for the accuracy of recipient 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 (888) 736-4859. 
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23503988, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Arvin Prem Kumar

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used to sent money to ****, so I can pay a bill, but the person never received the money. They told me that their partner said that the money was sent, but it never happened. Im trying to talk with them and they ALL ask for me waiting for 72 hours and dont resolve anything. I need to pay the bill, because of the late pay, i will have to pay an extra fee. I need help, I need that the transfer be confirmed.

  

  Business Response

  Date: 06/26/2025

  Wesley Dias Serafim
  10 SNOWSHOE DR Snowshoe, WV 26209
  Daytime Phone: +552196665599
  Email: [email protected]
  
  Date: Jun 26, 2025
  Re: Complaint Number 23497825
  
  Dear Wesley Dias Serafim,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/20/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that you used our service to send money to Peru to pay a bill, but the intended recipient never received the funds. You shared that although our partner claimed the money had been sent, the recipient did not receive it. You also expressed frustration with the support you received, noting that each time you reached out for assistance, you were advised to wait 72 hours without receiving a resolution. Additionally, you highlighted the urgency of the situation, explaining that due to the delay in payment, you are now subject to an additional late fee and are seeking confirmation of the transfer as soon as possible.

  Upon investigation, we found that transaction R87629871911 was marked as completed on June 15. While we are still working with our delivery provider to clarify the status of the funds, we understand the urgency of your situation and the importance of resolving this matter promptly.

  To support you in addressing the pending bill, we have made the funds available on your account so you can choose to either cancel the transaction or resend it. You can take action by logging into your Remitly account and selecting the transaction to edit the recipient details or cancel it.

  If you choose to resend, please make sure that all recipient details are accurate and up to date to help prevent any further delays.

  Additionally, we have added a $30 credit to your Remitly account. This credit will be applied automatically to your next transaction.

  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: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23497825, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Wesley Dias Serafim

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They told it it will be transfered within 2hours, they asked all the sensitive infos, but the money is still on hold. They took the money and did nothing about it.

  

  Business Response

  Date: 06/24/2025

  Sardorbek Hakimov
  6023 Ruby Way Nine Mile Falls, WA 99026
  Daytime Phone: (325) 283-2250
  
  Date: Jun 24, 2025
  Re: Complaint Number 23488585
  
  Dear Sardorbek Hakimov,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/18/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you indicated that transaction R42236315478 was expected to be completed within two hours. You also mentioned that, although you provided the requested sensitive information, the funds appear to remain on hold. Additionally, you expressed concern that the money may have been taken without further action to complete the transfer.
  
  Upon investigation, we found that transaction R42236315478 was successfully completed on June 18, 2025. We understand how important it is for transfers to be processed smoothly, and we regret any confusion or inconvenience this may have caused.
  
  If additional assistance is needed, we recommend contacting the sender directly. They can get in touch with our customer service team, and we’ll be glad to support them in reviewing the transaction further.
  
  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:06/18/2025

  Type:Order 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.

  Remitly suspended our MAAPFoundation ****************** in the ***account that was used to send charity to Catholic medical clinics in ****** via an approved non *********** reinstatement

  

  Business Response

  Date: 06/23/2025

  Donald Grossnickle
  1253 S Walnut Arlington Heights, IL 60005
  Daytime Phone: (608) 415-7489
  Email: [email protected]
  
  Date: Jun 23, 2025
  Re: Complaint Number 23483375
  
  Dear Donald Grossnickle,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/17/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that the Remitly account registered under MAAPFoundation (MAAPFoundation.org) in the United States was suspended. You explained that this account was used to send charitable funds to Catholic medical clinics in Uganda through an approved nonprofit organization. You expressed your desire to have the account reinstated so you may continue supporting these initiatives.
  
  We reviewed your Remitly activity again and determined that we will not be able to reactivate your profile because it violates our User Agreement. This decision is final.
  
  For more information, please take a look at the types of transfers we can support. Due to our policy, we’re unable to provide you with additional details on this matter moving forward — thank you for your understanding.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  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:06/11/2025

  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.

  On Saturday, June 7, I tried to make a transfer from my account to an account in ****** to pay my rent. When I did they suspended my account. The customer service *** could not give me an answer to why they said it was due to VPN. I utilize VPN sometimes in order to protect my accounts. I dont have a clue why on earth. My account was suspended whenever I was just trying to do business. My account was double verified throughmy bank account so there was no fraud that could have happened. Now *** got an account that is suspended for really no reason. Im very upset with this and I need someone from corporate office to fix my account. If not, Im following a complaint with the ************************ also.

  

  Business Response

  Date: 06/18/2025

  Bradley Pollack
  380 E San Ysidro Blvd, 
  San Ysidro, CA 92173
  (619) 863-8072
  [email protected]
  
  Date: June 18, 2025
  Re: Complaint Number 23457593
  
  Dear Bradley Pollack,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 12, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that your account was suspended following a transfer attempt on June 7, 2025, which prevented you from completing your intended transaction. You also mentioned using a VPN as part of your personal security practices.
  
  We understand how inconvenient and frustrating this experience must have been and want to assure you that we conducted a thorough review of your account activity and history.
  
  Upon investigation, we found that your original account under [email protected] was compromised in April 2025, resulting in an unauthorized transaction. This matter was resolved in your favor, and the funds were successfully returned.
  
  On May 14, 2025, you reached out to us expressing interest in using Remitly again. Following our advice, you created a new profile under [email protected]. Subsequently, you attempted three transfers using the second profile:
  -The first was returned due to an invalid receiving account number, and you opted to cancel it;
  -The second was declined by your bank during payment processing so it did not push through;
  -The third was declined during our screening, which resulted in your profile suspension.
  
  On June 9, 2025, we received a suspension appeal for the second profile. An email was sent on June 10 requesting confirmation to proceed with reactivation; however, we have not received a response to date.
  
  On June 11, 2025, you created a third profile under [email protected] and successfully completed a transfer.
  
  Action We Took
  In line with our security policies, the second profile was suspended based on internal review findings. Our investigation concluded that additional information was required from you before any reactivation could proceed. As we have not received a response to our outreach, the profile remains inactive at this time.
  
  To make up for the inconvenience caused by the account compromise, the suspension, and the delays in resuming service, we have applied a $50 credit to your currently active profile ([email protected]) as a goodwill gesture.
  
  Recommendations and Next Steps
  Remitly allows only one active profile per customer. Please confirm whether you wish to retain your current active profile ([email protected]) or would prefer us to reactivate your second profile ([email protected]). If you opt to continue with the second profile, we will gladly transfer the $50 credit accordingly.
  
  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:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint on Remitly money transferring service. Hello, I send 80$ through bank account transfer to my recipient in *********, ******** on *******. I chose Remitly because they said they will transfer my money within a day but my money hasn't been transferred for close to 2 weeks ( 13 days today to be exact ). I reached out to Remitly customer service through their chat option ( more than 6 times) but all of them said the same thing "give it ***** hours and it will be transferred" and each time I waited but my money never got transferred. And I requested for the money to be reversed because obviously they aren't able to transfer my money. But they said " since the money is already in ***********, ******** - our partner back isn't willing to give the money back". It is really frustrating ! They said they emailed their partner bank but aren't willing to call and facilitate the transfer, they aren't willing to give me the number of " their partner bank" so I can call them and do it myself. Not only that they aren't also willing to tell me what is expected from me so the money can reach the recipient or reversed back to me. Its very disappointing because they are trying to steal my money and there is not thing I can do about it. I appreciate all the help that I can get. Best regards,

  

  Business Response

  Date: 06/17/2025

  ******* ********
  NY  11238
  Daytime Phone: **************
  Email: **********************************
  
  Date: 06/17/2025
  Re: Complaint Number 23451940 

  Dear Eskedar,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 11, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that despite choosing Remitly for its promise of timely delivery, your $80 transfer (reference number R95602937792), submitted on May 27, 2025, to ********, had not reached your recipient after 13 days. You also shared that, after multiple contacts with our support team, you were advised to wait an additional 24 to 48 hours, yet the issue remained unresolved.
  
  We understand how upsetting this situation has been, and we regret that the experience did not meet your expectations for clarity and support.
  
  Please know that this situation is not typical of the service we aim to provide. From the moment you first contacted us, we began investigating the issue with our provider bank to determine the cause of the delay. Upon investigation, we found that on June 12, 2025, we received a response from our provider confirming that your recipients bank had canceled the original transaction due to disturbances in their system network at the time of the transfer.
  
  To resolve the matter, the transaction was reinitiated, and a new reference number was generated: R71765009776. However, understanding your need for a timely resolution and to avoid further waiting, we made the decision to cancel the transaction altogether. A full refund of $80 has been issued and will be returned to your original payment method within 10 business days.
  
  As a gesture of goodwill for the inconvenience caused, weve added a $15 credit to your Remitly account, which can be used toward a future transfer.
  
  Additionally, we would like to highlight that our cash pickup option is available as an alternative. This allows your recipient to collect the funds directly from a local partner bank, and you will be able to view all available pickup locations when you set up 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: 06/18/2025

   
  Better Business Bureau:
   
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I would like the case to be kept open until I actually get the money from them, since the business have been promising but failing to deliver. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/09/2025

  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.

  remitly was great at 1st, then there was sloppy blunders from filipinos I was helping, any misspelled name in gcash is idiotic and hard to reverse, they told me they were on top of it and demanding my refund from gcash, simple reversal, instead today they insult my intelligence and suspend my account, NO competent and reasonable answers were given, I talked to some clumsy foreigner today I couldnt understand, and he gives me his mumble jumble that he cant or doesnt know how to find out? How stupid is that? Reckless and sloppy incompetence?

  

  Business Response

  Date: 06/17/2025

  Michael Ohnstad
    , SD  57108
  Daytime Phone: (605) 910-1327
  E-mail: [email protected]

  Date: June 17, 2025
  Re: BBB# 23444270

  Dear Michael Ohnstad,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 9, 2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you stated that your Remitly profile was unjustly suspended and requested a refund of $120.00 for three (3) completed transactions, claiming the funds were not received due to misspelled recipient names.

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

  Transaction Review
  Our records show three (3) transactions sent on May 30, 2025, to GCash mobile wallets:
        3:45 PM PT — Reference R99309434247 — $40.00 — Rodina Dumale
        4:05 PM PT — Reference R82604694433 — $40.00 — Henedina Cacayan
        4:08 PM PT — Reference R68715418371 — $40.00 — Rodino Dumale

  All three transactions were marked as completed, which means that the funds were successfully delivered to the designated GCash mobile numbers.

  As previously communicated, GCash processes transactions primarily based on the mobile number provided, not the recipient’s name. You confirmed that the mobile numbers used were correct. Therefore, even if a recipient name is misspelled, the funds will still be credited to the GCash account associated with the valid mobile number.

  While we submitted a reversal request on your behalf, our partner confirmed that the funds were deposited successfully and declined the reversal. Please note that transfer reversals are not guaranteed and are subject to the policies of our partners. Once a transaction is marked as completed, any cancellation or reversal depends entirely on the partner’s internal procedures.

  As a result, we regret that we are unable to issue a refund, as the transactions were delivered according to your instructions.

  If further assistance is required, we recommend that your recipients reach out directly to the GCash Help Center for support.

  Account Suspension
  At Remitly, we are committed to maintaining the security of our platform and ensuring compliance with all applicable regulations. Our account review processes are designed to proactively identify and mitigate risk while promoting the legal and responsible use of our services.

  Following a comprehensive investigation, we have determined that your Remitly profile will remain deactivated.

  Due to confidentiality and regulatory requirements, we are unable to provide specific details regarding the outcome of our review. This policy is in place to protect the privacy of all our customers and to uphold the integrity of our security protocols. If you would like more information about our terms and conditions, we encourage you to consult our User Agreement, which offers further insight into how our policies are applied in situations such as this.

  We recognize that this may not be the outcome you were hoping for, and we sincerely regret any inconvenience this decision may have caused.

  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:06/09/2025

  Type:Sales and Advertising 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.

  They hacked into the account I have with ********************** and took all of my funds over $900. They do not want to help in getting my refund although it was their system that got hacked and stole my information. Remitly had to suspend my account because they kept trying to get more money from my account as I was on the phone with Remitly filing a dispute.

  

  Business Response

  Date: 06/12/2025

  ****** *******
  *********************************
  Daytime Phone: **************
  Email: *********************************************
  
  Date: Jun 12, 2025
  Re: Complaint Number 23443809
  
  Dear Customer Name,
  
  Greetings from **********************. We are writing in response to the complaint received from the BBB dated 6/9/2025. Thank you for bringing your recent experience to our attention.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  In your complaint you mentioned that someone gained access to your Remitly account and withdrew over $900 without your authorization. You explained that while you were on the phone with our team to report the issue and file a dispute, there were continued attempts to withdraw additional funds, which led to the suspension of your account. You also expressed that the activity may have been possible due to a failure in our systems security and that you have not received the assistance you were expecting in securing a refund.
  
  Upon investigation, we found that your Remitly account was suspended to prevent any further unauthorized transactions after the activity you reported. Transactions R82490804909 and R46313752951 were disputed with your bank. The chargeback process works as follows:
  -Once you initiate a chargeback, your bank will submit it to Remitly.
  -Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  -If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  If you need more information or updates regarding the status of your dispute, we recommend contacting your bank directly, as they are managing the chargeback process on your behalf.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23443809
  
  I am rejecting this response because:
  I have not received any type of refund whatsoever or any type of payment since the complaint. I dont know why they offer that when they clearly have not tried to give my money back after my bank has already started the dispute
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/30/2025

  ****** *******
  *********************************
  Daytime Phone: **************
  Email: *********************************************
  
  Date: Jun 30, 2025
  Re: Complaint Number 23443809
  
  Dear ****** *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/9/2025. Thank you for bringing your recent experience to our attention.

  You mentioned that you have not received any type of refund or payment since filing your complaint and that your bank has already started the dispute process.

  Wed like to clarify that transactions R82490804909 and R46313752951 were disputed with your bank. Since the disputes were initiated through your bank, the chargeback process is now being handled by them. This means that we are unable to issue a direct refund on our end while the banks investigation is ongoing.    

  Once a chargeback is initiated, your bank submits the request to Remitly. We then return the disputed funds to your bank, allowing them to provide you with provisional credit while they complete their review. If the chargeback is approved, the funds remain with you. If the bank declines the dispute, the provisional credit may be reversed.

  Its important to note that we do not control the timeline or outcome of this process. While it can take up to three months to finalize, many banks complete their investigations sooner. We encourage you to reach out to your bank directly for updates on the status of your disputes, as they are managing the process on your behalf.

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

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23443809
  
  I am rejecting this response because:
  This should have never happened in the first place and I will never use remitly again
  Sincerely,
  
  ****** *******