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:12/23/2024

  Type:Sales and Advertising 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.

  Sending money to my mother in law to use for my son. Transfer was marked complete before funds were disbursed to her. Not the first time this has happened with this service, but I am not going to let it slide anymore. Support has had me running in circles, attempting to deny any accountability for failing to provide safe transfer of funds. When all I want is my money returned to me at this point. No longer planning to use Remitly for any remittance services as I no longer trust Remitly to be responsible for making sure the funds sent through their service reach their intended receiver.

  

  Business Response

  Date: 12/31/2024

  ****** ********
  WI  53177
  Daytime Phone: *************
  E-mail: ********************************************
  
  Date: Dec 31, 2024
  Re: Complaint Number 22724443
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/23/2024. Thank you for bringing your recent experience to our attention.
  
  You stated that the transaction R80410038799, submitted on 12/18/24, was marked as complete before the funds were disbursed to your beneficiary.
  
  Upon reviewing the transaction, I found that it was submitted for cash pickup as the delivery method you selected. When you reported the issue, we contacted our partner bank to obtain proof of disbursement showing that the funds had been picked up by your receiver. They informed us that instead of being picked up, the funds were deposited directly into a GCash mobile wallet associated with your receiver.
  
  Its important to note that the partner handling this transfer, **** HUB, has a partnership with *****, enabling users to receive international remittances directly into their GCash accounts through the **** HUB Digital Remittance Platform. They indicated that this is what occurred in your case.
  
  During our conversation, you mentioned that your receiver does not have a GCash mobile wallet account. Based on this, we have taken full responsibility and issued a refund for the full amount of the transaction as per your request. The funds will be credited back to your payment method within the next 10 business days.
  
  Additionally, as a token of appreciation for your patience during our investigation and to apologize for this unforeseen issue, we have added $50 to your Remitly account, which will automatically be applied as a discount on your next transaction.
  
  To prevent similar issues in the future, we have removed this receiver from your contact list. If you wish to send a new transfer to this person, you can re-add their details at your convenience.
  
  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 **************. 
  
  Best regards,
  

  Customer Answer

  Date: 12/31/2024

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

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $500 was just ripped from my account without consent. I didn't purchase anything from this company, or wire/transfer money from ******. Did not even know what company it was until this morning when I called my bank. It was pending and now it's officially taken out.They need to return my f****** money. Or I will be pressing charges. I've got more money to settle that, too. I can destroy this "company."

  

  Business Response

  Date: 12/25/2024

  **** ******
  CT  06277
  Daytime Phone: **************
  Email: ******************************
  
  Date: 12/25/2024
  Re: Complaint Number 22723451
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/23/2024. Thank you for bringing your recent experience to our attention. We sincerely regret the frustration and inconvenience caused by the unauthorized transaction you reported.
  
  We understand the seriousness of your concern and appreciate you contacting us on December 23, 2024, to share the details of the $499 charge from Remitly. We identified the charge in question and have taken immediate action by deactivating the associated profile to prevent any further use.
  
  Our investigation revealed that the transaction was 3D Secure (3DS) verified. This verification is an additional layer of security implemented to confirm that the cardholder authorizes the transaction. Typically, this process involves steps such as entering an SMS code sent to your phone or approving a notification on your registered device. If this verification step is not completed, our system flags the transaction as unverified. However, in this case, the transaction was verified successfully.
  
  Since you have reported this issue to your bank, we want to reassure you that we will fully cooperate with their investigation and provide any necessary details they require. Your bank will work directly with you to resolve the dispute based on their findings.
  
  We deeply regret the inconvenience and frustration this experience has caused you. 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:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 12/22/2024 I wanted to transfer money from the ** to *******, but I selected the wrong bank. I choose **** instead ********. Even though I entered the correct account number, ********************** still accepted the transfer and processed it. However, I want my money back because it was sent to the wrong bank.

  

  Business Response

  Date: 12/25/2024

  Thu ****
  CA  92707
  Daytime Phone: **************
  E-mail: ********************************
  
  Date: Dec 25, 2024
  Re: Complaint Number 22723234
  
  Dear Thu,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/23/2024. Thank you for bringing your recent experience to our attention.
  
  You reported that while attempting to transfer funds from ***************** to *******, you selected the wrong bank (**** instead of ********) for the recipients account. Although the account number was correct, the transaction ************ was processed to the incorrect bank, and you requested a refund of the funds sent.
  
  As outlined in our User Agreement (Section 6. SENDING A TRANSACTION, 5. Remitlys Liability), it is the sender's responsibility to ensure all transaction details, including the recipients information and banking details, are accurate before submitting a transaction. Once a transaction is initiated, it may not be possible to modify the details.
  
  In this instance, the incorrect banking information led to the funds being sent to the wrong bank. However, we made every effort to recover the funds, and I am pleased to confirm that our recovery attempt was successful.
  
  To prevent this issue from recurring, we have deleted the contact ***** THU **** ******, which contained the incorrect recipient details. This ensures the details will not be used in future transactions. 
  
  A refund for the recovered funds has been issued and may take 5-10 business days to settle in your payment method.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service. 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.
  

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  money transfer but everything is a scam. they have taken my money and every communication after that is 'we understand' and 'our partner' but meanwhile i have no money and recipient has no money. i need my refund immediately

  

  Business Response

  Date: 12/25/2024

  ******* ******
  , *******; 11791
  Email: *************************
  
  Date: Dec 25, 2024
  Re: Complaint Number 22711258
  
  Dear ******* ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 12/19/2024. Thank you for bringing your recent experience to our attention.
  
  Upon investigation, we found that transaction ************ failed and was subsequently canceled on December 20, 2024. The refund process was initiated, and typically, refunds may take up to ****************************** your bank account, depending on your bank's processing times.
  
  As a gesture of goodwill, we have added a $30 credit to your account, which will be applied automatically to your next transaction.

  
  We recommend checking your account for the refund during this period, and if it has not appeared after 10 business days, please let us know so we can assist further.
  
  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: 12/25/2024

   
  Complaint: 22711258
  
  I am rejecting this response because:

  i have contacted them and they are consistently inaccurate and dishonest. where is my refund
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/25/2025

  ******* ******
  , *******; 11791
  Daytime Phone: **************
  Email: *************************
  
  Date: January 25, 2025
  Re: Complaint Number 22711258
  
  Dear ******* ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 12/19/2024. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you requested a refund for transaction R17078032599, as the transaction was not successfully completed. Additionally, you mentioned receiving conflicting information regarding the status of your refund.
  
  Upon investigation, we found that the transaction was canceled on December 20, 2024. A refund was initiated on the same day, and it typically takes up to 10 business days to be processed. If you have not received the refund within this timeframe, we kindly ask that you provide a full bank statement in PDF format showing the account activity during the indicated period. This statement should clearly display your full name, the bank's name and logo, the account number, and the relevant transaction dates. Once we receive this document, we will promptly investigate further.
  
  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: 01/25/2025

   
  Better Business Bureau:
  
  I received my refund but with no interest. This business is still considered a fraud and I have reported them to the Attorney General of NY. They gave me many conflicting responses by initially telling me that the transaction was successful and then telling me it was not. **************** was terrible to deal with. Communication was poor.

   

  They also tried to bribe me with money. Telling me that they would give me varying amounts of money and even transfer the money to my bank account. I have these in writing from them

   

  Terrible service
  
  ******* ******

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I on the 23rd of November 2024 I was scammed over the phone by someone pretending to be from my bank, they gained access to my debit card ending in 4378 and transferred $3,800 NZD to a Remitly account. I contacted the ********* straight away who blocked the card and emailed Remitly advising of the fraudulent transaction. I then called Remitly customer support and advised them of the situation. Over the course of three weeks I have filled out Remitly's online forms, emailed them, used their webchat and called them again however I never hear anything back or received confirmation. I have advised the local police but as i am in *********** I require assistance in dealing with an ***************** Police Letter File Ref 241123/0385.I would like my funds returned please.

  

  Business Response

  Date: 12/19/2024

  ******* ********
  ***********************************************************************************; ***** NZL
  Daytime Phone: ************
  E-mail: ************************************************
  
  Date: Dec 19, 2024
  Re: 22702755
  
  Dear *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau. Thank you for bringing your recent experience to our attention.

  You reported being scammed over the phone on November 23, 2024, by an individual impersonating your bank. The scammer gained access to your debit card ending in 4378 and used it to transfer $3,800 NZD through Remitly. We understand how distressing this situation must be and appreciate your efforts in providing detailed information regarding the fraudulent transaction.

  We have taken the necessary steps to address this issue and prevent further transactions to the recipient using your payment method. Additionally, we have implemented measures to prevent this individual from carrying out unauthorized actions through our services.

  As you have reported this matter to your bank and the New Zealand police (File Ref: 241123/0385), they will be responsible for investigating and providing a resolution, including any refund considerations. We will cooperate fully with their investigation and provide any required information to support the process.

  If you remain dissatisfied with our response or if you do not consider that we have settled your complaint, you have the right to refer your complaint to the ************************************ ("****") free of charge - but you must do so within three months of the date of this correspondence.
  
  We will work with any complaint you may make with the ***** The **** can be contacted via the following methods:
  
  Phone: ************
  Email: ********************************
  Online: **************************************************
  Post: ************************************
  PO Box 2272, Wellington 6140, ***********
  
  Yours sincerely,

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22702755
  
  I am rejecting this response because: The bank has made numerous efforts to contact you but you haven't replied or resolved.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/10/2025

  ******* ********
  ************************************************************************
  Daytime Phone: ************
  Email: ************************************************
  
  Date: Jan 10, 2025
  Re: Complaint Number 062284
  
  Dear *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the ************************************ dated 12/20/2024. Thank you for bringing your recent experience to our attention.
  
  You reported being scammed over the phone on November 23, 2024, by an individual impersonating your bank. The scammer gained access to your debit card ending in 4378 and used it to transfer $3,800 NZD through Remitly. We understand how distressing this situation must be and appreciate your efforts in providing detailed information regarding the fraudulent transaction.
  
  The payment in question was processed using the 3D Secure (3DS) verification system, an online authentication protocol that confirms the identity of the cardholder. During the transaction, the issuing bank requires specific authentication, such as entering a one-time code sent to the cardholder's mobile device or providing a password known only to them. In this instance, the payment was fully authenticated, meaning you authorised the transaction when verifying the 3DS.
  
  After thoroughly reviewing the case, we regret to inform you that we are not upholding your complaint and therefore cannot issue a refund. 
  
  We are aware that you have reported this matter to your bank and the New Zealand police (File Ref: 241123/0385). Your bank will carefully review this matter and determine whether their policies allow for a refund in such circumstances. Additionally, we see that the police have already provided a response. Please rest assured that we will fully cooperate with both your bank and the police in any investigation and provide any necessary information to support the process.
  
  We sincerely appreciate the time youve taken to bring this matter to our attention. At Remitly, we are committed to continually improving our services. If you have any further questions or need assistance, please dont hesitate to reach out. Our **************** team is available 24/7 to support you.
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22702755
  
  I am rejecting this response because: The scammers had access and gained the code. The transaction was in a funds hold situation for seven days and Remitly was notified straight away by myself and the bank to cancel the transaction however a lack of action from Remitly allowed this transaction to go through.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Remitley money sending company made a fake account with my name and started taking all my money out of my bank.

  

  Business Response

  Date: 12/19/2024

  ****** *****
  ***********************; **************************************; 43701
  Daytime Phone: **************
  E-mail: ***********************************
  
  Date: Dec 19, 2024
  Re: Complaint Number 22698455
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau. Thank you for bringing your recent experience to our attention. We understand how challenging and frustrating this situation must be for you, and we want to assure you that we have thoroughly reviewed your case.

  You reported that on December 17, 2024, two unauthorized transactions totaling $60 were withdrawn from your bank account through **********************, even though you are not a Remitly user. To address this issue promptly, we took immediate action by suspending access to the Remitly profile associated with your information to prevent any further unauthorized activity.

  To move forward, we kindly ask you to file a formal chargeback request with your bank. The chargeback process works as follows:
  1. Once you initiate the chargeback, your bank will submit the request to Remitly.
  2. Upon receiving the chargeback, Remitly will immediately return the disputed funds to your bank, providing you with provisional credit while the investigation is ongoing.

  If the chargeback is deemed valid, the funds will remain with you. If it is found to be invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank as needed.

  Once your bank processes the dispute and submits the chargebacks to us, we will collaborate with them to investigate further. Please note that your bank will ultimately be responsible for providing you with the final outcome of their investigation.

  If you have further questions or need assistance initiating the chargeback, please dont hesitate to reach out.

  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.

  Customer Answer

  Date: 12/20/2024

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

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made a transaction from remitly they said money will deposited to recipient account in 2-3minutes but its been 12hrs money hasnt delivered and no support from remitly.. I have to send that money very emergency

  

  Business Response

  Date: 12/23/2024

  **** **********
  CA  94536
  Daytime Phone: **************
  Email: ****************************************
  
  Date: 12/23/2024
  Re: Complaint Number 22698348
  
  Dear Bala,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/17/2024. Thank you for bringing your recent experience to our attention. We sincerely regret the inconvenience you faced with your transaction (R79054594809), submitted on December 16, 2024, and we deeply apologize for the delay in processing, especially given the urgency of this transfer.
  
  We understand how frustrating and concerning it must have been to face a delay after being informed that the funds would be delivered within a few minutes. This situation is not typical, as we reviewed your account history and noticed that your previous transactions have been completed without any issues or delays.
  
  The delay occurred due to a technical error experienced by our provider bank while processing the transaction. The provider was awaiting an update from *** regarding the transaction's status. Unfortunately, this issue was beyond our immediate control, and as a result, the transaction was completed within three business days, on December 18, 2024, instead of the expected timeframe December 16, 2024.
  
  To address this situation:
  
  Fee Refund: We have refunded the $3.99 transaction fee you paid for this transfer. The refund was issued on December 16, 2024, and you can expect the funds to be credited back to your account within 10 business days.
  
  Compensation Credit: We have also credited $30 to your Remitly account as a gesture of goodwill and to acknowledge the inconvenience caused. You can use this credit for your next transaction.
  
  We truly value your trust and patience as we worked to resolve this issue. At Remitly, our goal is to ensure a seamless experience for all our customers, and we regret that we fell short on this occasion. Rest assured, we will use your feedback to improve our processes and ensure accurate information is provided to prevent similar situations in the future.
  
  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:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2024, I sent $2,950 to a family member's bank account through **********************. According to my Remitly account, the funds were delivered, but the money has never been deposited into the receiver's account. I have been calling Remitly daily since the issue occurred, but to this day, no resolution has been provided. I have submitted all the documents they requested, yet the issue remains unresolved. Until this transaction, my experience with Remitly had been great.

  

  Business Response

  Date: 12/24/2024

  ****** ****
  **********************************************************************; 12309
  Daytime Phone: **************
  E-mail: ***************************
  
  Date: Dec 24, 2024
  Re: Complaint Number 22695698
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/17/2024. Thank you for bringing your recent experience to our attention.
  
  You reported that on December 3, 2024, you sent $2,950 to a family member's bank account using **********************. While your account indicated that the transaction was delivered, the funds were never deposited into the receiver's account. 
  
  Our review shows that transaction R30534894961 initially went through a review process and later failed, though we were initially notified it had been completed. On December 17, we identified the transaction as failed and initiated the cancellation process. The cancellation was confirmed on December 23, and the refund process is underway. Please note that it may take 5-10 business days from December 23 for the refunded funds to settle in your payment method.
  
  Additionally, the $88.50 transfer fee associated with the transaction was refunded promptly when you first reported the issue on December 6, as the funds were not delivered despite the system showing the transaction as complete.
  
  We sincerely apologize for the confusion and delays surrounding this transaction. The cancellation has been confirmed, and the refund is in progress. Please allow up to 10 business days from December 23 for the funds to appear in your account.
  
  As a token of appreciation for your understanding and patience while this matter was resolved, we are pleased to offer you a free of charge transaction. The fee waiver will be automatically applied to your next transaction.
  
  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.
  

  Customer Answer

  Date: 12/25/2024

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

• Initial Complaint

  Date:12/15/2024

  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 20 November after months of continued advertising from Remitly about how easy their money transfer system is, I attempted to transfer money from a bank account in ********* to one in *******. Remitly recorded all my personal details and pretended to attempt the transaction. They then cancelled the transaction and suspended my account. I requested a review on why the account was suspended, and after a few weeks received an email asking me to call them. Remitly refused to tell me why the account was suspended, but told me to create new bank accounts and create a new Remitly account if I wanted to continue to use their services. I believe at a minimum this company is undertaking false advertising, providing purposely misleading information to consumers in an attempt to gather personal information not readily available. And at worse, the business is a scam and attempts to take individuals banking details for sale to others at a later date. Their business practices are illegal and they should be investigated.

  

  Business Response

  Date: 12/22/2024

  ****** ********
  DC  20004
  Daytime Phone: **************
  Email:  ****************************
  
  Date: 12/22/2024
  Re: Complaint Number 22689871
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated December 15, 2024. Thank you for bringing your recent experience to our attention, and we sincerely apologize for any frustration or inconvenience caused.
  
  We understand your disappointment regarding the deactivation of your Remitly account and the challenges you faced in obtaining an explanation. Ensuring the security of our customers' information and transactions is a top priority for us, and we regret any miscommunication that led to your concerns.
  
  After reviewing your case, wed like to clarify the following:
  
  -On November 20, 2024, you initiated a transaction (R317329034858) for $10,000. However, the transfer was canceled, and we did not receive the funds from your bank.
  -For security reasons, your profile was automatically deactivated when you attempted this transaction. This safeguard is designed to protect our customers and their funds, but we recognize that this may not have been adequately explained.
  -On December 12, 2024, we attempted to contact you but did not receive a response.
  -On December 15, 2024, you contacted us, and we discussed your accounts status. We apologize for the confusion caused by a suggestion to create new bank accounts, as this is not standard practice.
  -On December 19, 2024, we attempted to contact you again, but you preferred to receive an email rather than continue the phone discussion. Unfortunately, we were unable to proceed without verifying your identity, which is essential to ensure we are speaking with the account owner. Additionally, the phone number associated with your inquiry ****************) is not registered in our system, further complicating the verification process.
  -Respecting your preference, we sent an email providing an estimated response time of three (3) days. Unfortunately, we did not receive a response within that timeframe.
  
  If you would like to continue using Remitly, we are here to assist in reactivating your account. To do so, we will need to verify additional information. Since your account is based in ********* while you reside in *****************, this verification is required under our User Agreement (Section *****:
  
  "We may request additional information from you in order for us to meet our regulatory and compliance obligations."
  
  To proceed, we kindly request the following:
  
  A government-issued ID.
  A bank statement in PDF format for your checking account ending in 5523.
  
  Since we did not receive any response from you, your account will remain deactivated. However, you may contact us at any time to provide the necessary information if you decide to use our service in the future.
  
  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: 12/22/2024

   
  Complaint: 22689871
  
  I am rejecting this response because: you have only listened to my complaint and providing reasoning on why my account was suspended after I complained to an external agency. You company obviously has zero integrity and only behaves appropriately when under the eye for an external body. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/14/2024

  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.

  Dear BBB ************************,My name is Mr. ***** *****, born on *****************. I have been a loyal and repeat customer of ********************** for several years, primarily utilizing Remitly to send funds to family members in the ***********. Additionally, I have occasionally used the Remitly service to send money to friends for medical needs, birthdays, and other significant family events. My decision to trust Remitly was based on its positive reviews on ************** and the Better Business Bureau (BBB).Over the years, there were instances where I forgot my password, which I recently discovered inadvertently led to the creation of multiple accounts under my name. My sole intention has always been to maintain and use a single, functioning account. Unfortunately, my account was recently blocked, and I was subsequently informed that I have been permanently denied access to Remitly services due to a violation of the Terms of Service.I want to emphasize that I never intentionally violated any terms of service. When I contacted your customer service team to address this matter, I was informed (and I have a recorded call as proof) that the reason for the account ban was the presence of multiple accounts under my name. Despite my efforts to clarify and resolve this situation, I was not provided with a satisfactory resolution or meaningful assistance to rectify the issue.I am disappointed with how this matter has been handled, as it reflects poor business practices. Consequently, I will be filing a formal complaint with the BBB to document my experience. However, my primary objective remains to have my account reinstated, as my family in the *********** depends on me for financial support during emergencies and special occasions.I respectfully request that Remitly review this case thoroughly, consolidate or close any duplicate accounts, and reinstate my primary account to good standing.

  

  Business Response

  Date: 12/19/2024

  Dear *****,

  I am writing to you in relation to your BBB complaint pertaining to the suspension of your Remitly account.
  

  Please find attached Remitly's response to your complaint.

  If you have any further questions please feel free to contact us.

  Thank you,

  
  Remitly Inc.
  
  

  Customer Answer

  Date: 01/13/2025

  Dear Remitly,
  

  Thank you for your response and the ??me taken to review my case. I would like to begin by expressing that I have always respected Remitlys services and have used them regularly to send money to my family in the ***********. The inconvenience I have encountered was never intentional but due to technical difficulties surrounding account access and password resets.
  

  I fully acknowledge the issue of multiple accounts being created, which, as you rightly pointed out, stemmed from my struggles with accessing my primary account. Your own records clearly show that I never intended to create more than one account, and the creation of the other accounts was a result of my password issues. This is further evidenced by the fact that my initial account had been active with over 414 successful transactions, and I had always intended to use just one account to manage my transfers.
  

  I understand the importance of adhering to Remitly's terms and conditions and can assure you that at no point did I intend to violate your policies. I have always been a loyal customer, and the inability to access my account has caused considerable hardship, especially since my family in the *********** depends on me for financial support.
  

  I humbly request that Remitly reconsider my case with these facts in mind. My goal is simply to resolve this issue and con??nue using your service, as I have always trusted Remitly to help me stay connected with and support my loved ones.
  

  I would appreciate any further review you can conduct to allow me to regain access to my account. I trust in your understanding and hope that we can come to a satisfactory resolution.
  

  Thank you for your time and consideration.
  

  Sincerely,

  ***** *****