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:12/13/2024

  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 Transactions: November 16, 2024 Amount Paid: Transaction 1: 1400 Transaction 2: 727 Details of the Issue:I used Remitly to transfer funds (1400 and 727) to my landlord's bank account as rent payments. While the amounts were successfully debited from my bank account, the recipient (my landlord) never received the funds. This caused me significant inconvenience, as I had to use an alternative method to send the money, which was received without any issues.Nature of the Dispute:Although the Remitly app status indicates that the money was "sent," the recipient never received it. I am confident this is an error on Remitly's part, as the same bank account successfully received funds via another channel.Resolution Attempts:I contacted Remitly's customer support three times to resolve this issue but received unsatisfactory responses each time. I was repeatedly asked to provide the recipient's bank statement as proof, which is a sensitive and private document my landlord is unwilling to share. Despite providing all the necessary transaction details, the issue remains unresolved.Requested Resolution:I request Remitly to please cancel these transactions and refund me the full amount as I have already paid the rent through another channel.

  

  Business Response

  Date: 12/19/2024

  Dear ********,

  I am writing to you in relation to your BBB complaint pertaining to transactions referenced R75893682505 & R33155307518.
  

  Please find attached Remitly's response to your complaint.

  Should you have any additional questions or require further assistance, please do not hesitate to contact us.

  Yours sincerely
  

  Remitly Inc.
  

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I woke up to an email saying thank you for creating my account with Remilty, uknown of this and not aware until I had 8 declined transaction from my bank involving this company, followed by another e-mail stating my account had been closed. Having no knowledge of Remilty or its purpose until further contacting my bank, and then Remitly directly. They assured me this account was closed but no information of how it was opened with my information including bank and personal information.

  

  Business Response

  Date: 12/17/2024

  ******* ********
  1644 Gray Pl  *******, MD  21222
  Daytime Phone: **************
  E-mail: ************************************
  
  Date: December 17, 2024
  Re: Complaint Number 22683499
  
  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 concerning this situation must be, and we are committed to addressing your case thoroughly.
  
  You reported receiving an unexpected email confirming the creation of a Remitly account, followed by another email stating that the account was closed. You also noticed eight declined transactions from your bank associated with our services, despite not having prior knowledge of Remitly or its purpose.
  
  Our investigation confirms that an account was created using your information. As you mentioned, we do not see any successful charges associated with these declined transactions. Following your communication with us, the account has been permanently closed.
  
  We have taken the necessary actions to flag the details used to create the unauthorized account within our system. This measure is to prevent any further unauthorized activity using your personal information.
  
  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. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 12/17/2024

   
  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:12/12/2024

  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.

  October 28 2024, fraud for amount of $291.52 taken from my account approved falsely by remitly. Had to change bank cards etc

  

  Business Response

  Date: 12/16/2024

  ****** *******
  MA 02780
  Daytime Phone: **************
  Email: ****************************
  
  Date: Dec 16, 2024
  Re: Complaint Number 22676806
  
  Dear Customer Name,
  
  Greetings from **********************. We are writing in response to the complaint received from the Better Business Bureau dated 12/12/2024. Thank you for bringing your recent experience to our attention.
  
  You have reported the transaction *********** in the amount of $291.5 as unauthorized. You mentioned that you are not a Remitly user and are requesting a refund due to the unauthorized charges on your payment method.
  
  After a thorough review of your case, we can confirm that this transaction has been disputed with your bank, **************. As part of this process, we have fully cooperated with their investigation by providing the necessary details related to the transaction. Your bank will be responsible for reviewing the dispute and providing you with a resolution.

  Additionally, after a thorough review of the Remitly profile under your name, we identified behavior that violated our User Agreement, which led to the decision to suspend the account. For internal reasons, we are unable to provide further details, however, our User Agreement, available on our website, outlines the terms and conditions for the use of our services.

  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.

• Initial Complaint

  Date:12/11/2024

  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.

  Remitly has falsified information to cover their tracks from a dispute with my ********* to cover themselves from false charges. They lied about everything. While sending money thru Remitly, an unknown person named ********* ***** hooked up to my Remitly account and quickly took all my money out of my bank so fast. All happened on Oct ******. When I reached out to Remitly after it happened- I was told that this ********* ***** had done this before to other people and they would ban him from their site. Incidentally they banned me too. ********* ***** stole $890 which should have been returned to me. That is theft

  

  Business Response

  Date: 12/19/2024

  ****** ******
  ********************************; 
  ******, *******; 30080
  Daytime Phone: **************
  Email: *******************************

  Date: 12/19/24
  
  Re: Complaint Number 22675723
  
  Dear ****** ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/12/2024. Thank you for reaching out and for sharing your concerns regarding the situation involving your Remitly account. Please allow us to sincerely apologize for the distress and inconvenience caused by this experience. We deeply regret the impact this has had on your trust in our service.
  
  We appreciate that you contacted us on October 8, 2024, to report the unauthorized activity on your account. Your prompt action enabled us to suspend the profile to prevent any further misuse. We also understand you reported the charge to your bank and updated your bank account details, steps which were essential to securing your financial information.
  
  Additionally, we verified that we recommended you create another profile; however, the accounts you opened were deactivated because we had an investigation pending with your bank following the dispute received on October 10, 2024. On December 7, 2024, we received the resolution from your bank, which decided in your favor. This resolution confirmed that you would retain the temporary credit for the unauthorized transaction dated October 7, 2024.
  
  We attempted to contact you on December 19, 2024, to provide these updates and to address how you may continue using our service, should you choose to do so. While your prior accounts were deactivated due to the investigation, you are welcome to create a new Remitly account using a new email address and a strong password.
  
  To help safeguard your account moving forward, we highly recommend the following best practices:
  
  Use a strong, unique password and update it regularly.
  Avoid sharing your sign-in information with anyone.
  Keep your mobile number and email up to date in your profile.
  Sign out of shared devices and public computers after use.
  Ensure your device has the latest software updates and consider enabling biometric security (e.g., fingerprint or facial recognition).
  
  At Remitly, the security of our customers is our top priority, and we remain committed to protecting you. If you have any additional concerns or questions, please dont hesitate to reach out. We would be happy to assist.
  
  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:12/11/2024

  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.

  I have never had any accounts or transactions with remitly. However, they kept sending me this Remitly: We were not able to complete your transfer to Mariel because we need more information from you. To update your transfer, sign in and follow the instructions. Almost everyday I will get a text from remitly stating We wanted you to know that we received an error sending your transaction. There is nothing you need to do and we are working hard to get it back on track. This is really annoying.

  

  Business Response

  Date: 12/16/2024

  Re: You have a new message from the BBB # ********

  M G
  , AZ  85142
  Daytime Phone: **************
  E-mail: ******************************

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

  Dear M G,

  We are writing in response to the complaint you filed with the Better Business Bureau on December 11, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you reported receiving unsolicited text messages from Remitly, despite never having had an account or conducted any transactions with us.

  We understand how concerning this situation must have been for you, and we want to assure you that we take this matter very seriously.

  Upon reviewing our records, we can confirm that no Remitly account is associated with the phone number or other details provided in your complaint.

  We have made two attempts to contact you via the phone number listed in your complaint, but unfortunately, we were unable to reach you. Additionally, we sent an email to the address you provided, requesting confirmation of the phone number receiving these messages.

  To ensure a swift resolution, we kindly ask that you reply to our email with the phone number in question. If you prefer a direct call, please share a callback number and your preferred time for us to reach you.

  We want to assure you that once we receive the requested information, we will thoroughly investigate the issue and take all necessary steps to stop any further unsolicited messages. Your satisfaction is our top priority, and we remain committed to resolving this concern as quickly and effectively as possible.

  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.

• Initial Complaint

  Date:12/10/2024

  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.

  THE COMPANY SUSPENDED MY ACCOUNT WITHOUT PROPER NOTICE AND WITHOUT A PROPER LEGAL EXPLAINATION. THEY HIDE BEHIND MYSTERIOUS & FUZZY A.I. ALGORITHMS. IMPLYING & SAYING SOMETHING CONNECTS YOU [ ME J. J. THE COMPLIANTANT ] TO TERRORISM; BUT THEY WON'T ELABORATE? JUST SMEARING MY REPUTATION AND GOOD NAME. OFFERING NO EXPLAINATION, NO APPEAL PROCESS, & NO FACTS ARE EVER PROVIDED - JUST THEIR WHIM AND NEBULOUS CLOUDY ILLOGICAL MYSTERIOUS A.I. / ALGORITHMS ? THEY ACT LIKE THEY ARE THE ************* MI 6 ~ MOSSAD WITH A BULLY I.R.S. TYPE ATTITUDE. >>>> REPEATED CALLS AND ONLINE CHAT SEEMINGLY NEVER GET ANYWHERE. JUST YOU ARE SUSPENDED, THAT IT, NOTHING WE CAN DO ABOUT IT, FOREVER, AND EVER UNTO ETERNITY PAST + ONE DAY. JUST "EAT IT!" "JUST **** IT UP, BUTTERCUP!" END OF DISCUSSION, NO APPEAL, NO EXPLAINATION ! GET LOST ! I WAS A LOYAL CUSTOMER SINCE 2014 = ELEVEN 11 YEARS AND AM TREATED LIKE AN ISLAMIC JIHADI TERRORIST. THIS KINDA ATTITUDE AND TREAT MENT IS UNCALLED FOR. THEY OWE ME INTEREST ON THE FUNDS KEPT IN MY ACCOUNT, AND NEED TO PAY IT! THEY BROKE THEIR CONTRACT TOWARDS THE CONSUMER/ CUSTOMER. THEY DID NOT ACT WITH THEIR FIDUCIARY RESPONSIBILITY. MORE STATEMENTS TO COME LATER >>>

  

  Business Response

  Date: 12/15/2024

  Jeremiyah *******
  *********************************** 107  ***********, 
  ********************, *******; 56470
  Phone: ***********
  Email: *****************************
  
  Date: 12/15/2024
  Re: Complaint Number 22663811
  
  Dear Jeremiyah,
  
  Greetings from Remitly.
  
  We are writing in response to the complaint received from the Better Business Bureau dated December 10, 2024. Thank you for bringing your recent experience to our attention and for your loyalty as a customer over the years. We genuinely appreciate the trust you have placed in Remitly and regret that your recent experience did not meet your expectations.

  After thoroughly reviewing your complaint and the interactions you had with our team on December 5, 2024, we can confirm that our associates did not provide the specific reason for your account suspension. They informed you that they were unable to disclose the details.
  
  We understand this has been a frustrating experience, and we sincerely regret that this situation has caused you to feel that your reputation is being questioned. Please know that this decision was not made lightly; it was taken with the intention of ensuring your security and maintaining the integrity of our services.
  
  We would like to reaffirm that the decision to suspend your account is final, and you will not be able to use our service moving forward. We encourage you to review our User Agreement, specifically Section 3.3, which states:
  
  "We reserve the right to terminate your Remitly Account, suspend or stop providing our Service to you, or otherwise stop your use of our Service at any time without liability to you."
  
  With regard to your Remitly Circle profile, our verification confirmed that there was no remaining balance in your account, as all available funds had been used in transactions sent to your recipients.
  
  Additionally, we acknowledge your request for your transfer history for 2024. As of December 15, 2024, we have fulfilled this request and sent the relevant information to you.
  
  Regarding your request for a correction to your credit report, we would like to inform you that Remitly does not report financial information to credit agencies, as we operate solely as a money transfer service.
  
  We recognize and value the time and effort you have invested in this matter. While we regret that we are unable to reverse the decision, we hope this response provides clarity regarding your concerns.
  
  Thank you again for your years of loyalty to Remitly. Please feel free to contact us again if we can be of further assistance. **************** can be reached 24 hours a day, seven days a week, at **************.
  
  Warm Regards,
  
  Remitly, Inc.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22663811  ~ TO WHOM IT MAY CONCERN ~
  
  I am rejecting this response because: MY PHONE NUMBER IS WRONG:  ************    REPEAT MY PHONE NUMBER IS ************    THE NUMBER IN THE COMPLAINT IS WRONG / ESPECIALLY THE **** CODE -

   

  ACTION REQUIRED - CORRECT MY PHONE NUMBER TO READ:   ************

  NEXT: I REQUEST MY ACCOUNT BE RESTORED TO ALL EARNED AND APPROVED PREVIOUS LEVEL; INCLUDING, ALL PREVIOUS LIMITS, STATUS AND BENEFITS.   * I REQUEST MY ACCOUNT BE RESTORED  & LABELLED AS: A CLIENT, CUSTOMER & ********************** MEMBER IN "EXCELLENT STANDING!"   

  ALL NEGATIVE & ERRONEOUS A.I. GENERATED REPORTS ARE FALSE; ARE FOUND TO BE WITH PREJUDICE AND MISLEADING,  PERTAINING TO MR. ********* *******.   HE WILL BE RESTORED AND MADE WHOLE WITH HIS "REMITLY CIRCLE APP" AND REGULAR LAPTOP "REMITLY WEB SITE ACCOUNT."  HIS ACCESS AND ALL PASSWORD SETTING, AND FUNCTIONALITY RESTORE IN FULL i.e. 100%.    BOTH AVENUES [ THE REMITLY CIRCLE APP, & LAPTOP ACCESS WED SITE ] & ALL NEANS OF SENDING MONEY OVERSEAS AND ALL RATES AND BENEFITS RESTORED 100%. 

  ANYTHING LESS IS NOT A SATISFACTORY RESOLUTION OF THIS CASE OR COMPLAINT ~ 22663811

  SAID CLIENT [ ********* ******* ]  RESERVES THE RIGHT TO SUE OR JOIN ANY CLASS ACTION LAWSUITS FORTHCOMING IN THE FUTURE; DUE TO REMITLY'S RECKLESS, INDISCRIMATE, AND WHIMSICAL BEHAVIORS  TOWARDS MR. ********* ******* AND OTHER DISCRIMINATED CLIENTS.  HE RESERVES HIS RIGHTS TO TESTIFY AND DOCUMENT HIS ORDEAL WITH REMITLY AND ALL HER INCORPATIONS & SHELL COMPANIES.   PARENT COMPANY REMITLY  et al   ~ SHALL PERSERVE ALL DOCUMENTS PERTAINING TO MR. ********* *. ********* HISTORY, TRANSACTION HISTORY, AND INTERNAL MEMOS, AND INTERNAL COMMUNICATION REGARDING SAID MATTER DESCRIBED ABOVE !  AND MAKE ALL DOCUMENTS IN THEIR COMPUTER AND ALL ************ MEMOS & PAPER TRAIL DOCUMENTS AVAILABLE TO MR ******* AND ANY CLASS ACTION INVESTIGATION VIA THE CIVIL AND CRIMINAL COURTS, AND ATTORNEY REPRESENTING MR ******* AND OTHER HARMED INDIVIDUALS, TREATED IN THE SAME RECKLESS & DISCRIMINTORY WAY.    
  
  Sincerely,
  
  Jeremiyah *******

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I woke up on 11/30 to ***************************** the amount of *****. When I called and spoke to them they said they couldnt find me in their system based off of the information that I provided. However next to each transaction is their telephone number that is how I found them in the first place before even looking up their name. The representative I spoke with said that they cant give me any information because I dont have an account with them which is true I dont but its insane how they were even able to get into my account in the first place. It is no doubt the charges came from this company especially with their telephone number right next to each transaction.

  

  Business Response

  Date: 12/14/2024

  Tajhanae *******
  , AZ  85021
  Phone: **************
  E-mail: ***************************
  
  BBB Complaint ID: ********
  
  
  Dear Tajhanae,

  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 12/9/2024. Thank you for bringing your recent experience to our attention.
  We understand that on November 30, 2024, you experienced 18 unauthorized transactions totaling $1,186 withdrawn from your bank account via **********************. You also mentioned that despite prior communication, you have not received a resolution or refund from us.

  Upon being notified in November, we immediately suspended the Remitly profile involved to prevent further unauthorized activity. You also informed us that you reported this issue to your bank, and we assured you of our collaboration with them to address this matter.

  To proceed, we kindly request you file a formal chargeback request with your bank. Here is how the chargeback process works:

  1.Once you initiate the chargeback, your bank will submit the request to Remitly.

  2.Upon receipt, Remitly will return the disputed funds to your bank, granting you provisional credit during the investigation.

   3.If the chargeback is deemed valid, the funds will remain with you. If invalid, Remitly may contact you for recovery of the amount or escalate the issue with your bank as necessary.

  4.Your bank will provide you with the final outcome of their investigation.

  Once your bank submits the chargeback to us, we will collaborate with them to ensure a thorough review.

  We truly value your feedback and the time youve taken to address this matter. Please know that we are committed to continuously improving our service. If you have additional questions or need further assistance, feel free to reach out to our **************** team, available 24/7, at **************.

  Thank you for your understanding and patience.

  
  Sincerely,
  Remitly, Inc.
  
  
  

  
  

  Customer Answer

  Date: 12/21/2024

   
  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,
  
  Tajhanae *******

• Initial Complaint

  Date:12/10/2024

  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 am writing to report a dispute regarding a transaction I made through Remitly on May 13th, 2024, for the amount of $1,000.00. The payment was sent to ***** *****/***** **** for the purchase of a massage bed. Despite being promised delivery within 60 days, I have not received the product to date. I submitted a complaint since *****, the person I sent the payment to, has not replied to me. ***** hasnt been able to confirm my delivery confirmation for the product I purchased. He sent the bill of landing but It does not include a tracking number or where the product will be delivered. *****, referred me to contact the shipping company, I reached out to them and spoke with *****. ***** states he doesnt know where or when my order will be received. I have yet to received a response so I submitted it to Remitly as fraud since its been 7 months since the purchase date. As a result they closed my account rather than helping ***** provide a clear timeline of events:May 13th: I sent $1,000 via Remitly to ***** *****/***** **** for the purchase of a massage bed.July 18th: After not receiving the product within the promised timeframe, I contacted the seller and was given the shipping point of contact, *****.August 8th: ***** informed me that he did not know the status of the delivery.Since then, I have made multiple attempts to resolve the issue, but I still have not received the product or confirmation of its whereabouts.I am requesting Remitlys assistance to resolve this matter. Specifically, I would like to:1.Confirm the recipients details for this transaction.2.Determine if there are any protections or claims I can pursue through Remitly for non-delivery of goods.

  

  Business Response

  Date: 12/16/2024

  ***** *******
  ******************
  Apt 1106
  *****************
  Daytime Phone: **************
  Email: *******************************

  Date: December 16h, 2024
  Re: Complaint Number 22666482

  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 claim you disputed the transaction R46803223912 sent via Remitly on May 13th, 2024, to ***** **** for a massage bed, which has not been delivered despite a 60-day promise. Attempts to resolve the issue with the seller and shipping contact (*****) have been unsuccessful, with no tracking details or delivery confirmation provided. 

  At Remitly, our mission is to help customers send money to their loved ones while maintaining the integrity of our services. Upon reviewing your case, we found that this transaction was processed for payment of goods and services, which is not an intended use of our platform.

  According to our User Agreement, under Section 5: ***************** Restrictions, 3. Commercial Transactions, it states: "You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk."

  This being said, a refund for this transaction cannot be processed since we completed the transaction that you decided to send. 

  After a thorough review of your account activity, we identified behavior that violated our User Agreement, which led to the decision to suspend your account. Unfortunately, for internal reasons, we are unable to provide further details. However, our User Agreement, available on our website, outlines the terms and conditions for the use of our services.

  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: 12/16/2024

   
  Complaint: 22666482
  
  I am rejecting this response because:

  While I understand your reference to your User Agreement, I must reiterate that the core issue remains unresolved: the seller, ***** ****, has failed to deliver the product, and no tracking details or proof of delivery have been provided.
  
  Dear Remitly Team,
  
  
  Thank you for responding to my BBB complaint. While I understand your claim that the transaction in question violates your User Agreement, I would like to clarify and challenge your position based on the following points:

  
  1.Relationship with the Seller
  I used your platform to send money to someone I considered a trusted friend. This individual was not an unknown party, and I had no reason to believe the transaction would result in fraud. Your policy emphasizes sending money only to people you know and trust, which I complied with.

  
  **** Delivery or Proof of Delivery
  Despite assurances from the recipient that goods would be delivered, I have provided documentation demonstrating that no item has been received to date. The seller has failed to provide tracking information or any confirmation of delivery. As per your agreement, Section 12.4, undeliverable transactions should result in a refund when a transaction cannot be completed due to recipient error or failure.

  
  3.Potential Support of Fraudulent Activity
  Allowing the seller to utilize your platform to receive money for undelivered goods directly supports fraudulent behavior. Refusing a refund despite clear evidence of fraud raises concerns about whether Remitly takes appropriate measures to protect users from such actions.

  Your agreement states Please contact us immediately by telephone at
  ************** if you think you have been or might be a victim of fraud.If you are aware of anyone or any entity that is using the Service inappropriately,
  please email us at ******************************* If you receive any fake (phishing) emails,
  purporting to be from Remitly, please forward them to us at ******************************* However I received no response after reaching out in July, August and October. Remitly does not protect its users from fraud, you suspend their accounts as a result instead.
  
  

  4.Filing a Complaint with the CFPB
  Due to your refusal to refund the transaction and the lack of transparency regarding the suspension of my account, I will escalate this matter by filing a complaint with the ************************************ (****). It is essential to ensure that platforms like Remitly are not complicit in facilitating fraud or failing to protect consumers.
  
  
  Request for Resolution
  
  
  I kindly request the following actions:
  1.A refund for the transaction in question, as there is no evidence of goods being delivered.
  2.A review and explanation regarding the suspension of my account, as I acted in good faith and complied with your policy to only send money to trusted individuals.
  

  I am requesting an immediate refund for this transaction, as you have not provided proof of delivery or taken any measures to hold the seller accountable. I also request clarification on why my account was suspended despite my role as the victim in this fraudulent transaction.
  
  
  I hope you will prioritize resolving this matter promptly and demonstrate Remitlys commitment to protecting its customers from fraud.
  
  I trust that you will take this matter seriously and prioritize resolving it promptly.
  
  
  Sincerely,
  ***** *******
  
  
  

• Initial Complaint

  Date:12/10/2024

  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.

  An account was fraudulently made in my name as well as hacked my debit card (which is only used at my local gas station) and transfered $780 into PHP currency. I called this company and was told the transaction was completed so i will not be receiving any money back. The only thing they can do if close the account that was created in my name! This company needs to be investigated it seems the majority of these complaints on BBB are all the same with fraudulent activity.

  

  Business Response

  Date: 12/13/2024

  *. *****
  Address: CT 06460
  Daytime Phone: *******
  Email: ******************************
  
  Date: December 13th, 2024 
  Re: Complaint Number 22666026
  
  Dear *. *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau  dated 12/10/2024. 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 conducted a thorough review of your case.

  You reported that a Remitly account was fraudulently created in your name, and your debit card was hacked to process a transfer of $780. As soon as you reported this issue, we took immediate action by suspending access to the Remitly profile to prevent any further unauthorized activity. 

  To move forward, we kindly ask you to file a formal chargeback request with your bank. Once your bank processes the dispute and submits the chargeback 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.

  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.

• Initial Complaint

  Date:12/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is ****** ******* Account holder of **********************. I have sent $1000 to **** ***** ***** in ***** on 13th Nov reference id ************. The recipient didnt receive the amount it was due to wrong account number then ********************** team cancelled the transaction and ask me to update the account details and I did the same updated the correct account details cross verified 3 times but Remitly app didnt taken the updated bank details in contrast (it took the previous account number ). Now Im following up on this issue from more than a week representative saying that they are waiting a reply from the partner bank. Representative confirmed that the *** is 48hrs now it crossed more than a week but no response from remitly side(saying they still didnt receive response from partner bank). If it is successful then please ask partner bank to share me the proof If it not then refund my Amount asap Could you please look into this matter and resolve the issue asap? I lost more than 3 weeks

  

  Business Response

  Date: 12/16/2024

  Re: You have a new message from the BBB # ********

  ****** *******
  , IL  60148
  Daytime Phone: ************
  E-mail: ************************************

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

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

  We are writing in response to the complaint you filed with the Better Business Bureau on December 01, 2024. Thank you for bringing your recent experience to our attention. 

  In your complaint, you reported an issue with a $1,000 transfer to **** ***** ***** in ***** on November 13 (Reference Number: R36630692646). The issue occurred because the recipient's account number was entered incorrectly. Even after updating and confirming the correct account details, the app continued to show the outdated information. You also mentioned that, despite following up for over a week, the only responses youve received cite delays with the partner bank.

  We understand how frustrating and concerning this situation must have been for you, and we want to assure you that your concerns have been treated with the utmost seriousness. Below is a summary of our investigation and actions taken:

  Timeline and Findings

  Transfer Initiation
  On November 13, 2024, at 2:11 PM Pacific Time, you initiated a transfer of $1,000 to an account at ******************* ending in 4790.
  The expected delivery date was November 18, 2024, at 8:48 PM Pacific Time.

  Delivery Confirmation
  On November 18, 2024, at 9:53 PM Pacific Time, our partner bank confirmed that the funds were deposited into the recipients account.
  

  Initial Contact
  On November 21, 2024, at 6:25 AM Pacific Time, you contacted us via chat, reporting that while the transfer status showed "delivered," the recipient had not received the funds.
  During this conversation, you informed our associate of an additional digit in the recipient's account number. The associate confirmed that the transfer had been processed based on the details provided during submission and shared the partner transaction ID ***************** to help the recipient trace the funds with ********************
  

  Reversal Request
  On November 21, 2024, at 11:16 AM Pacific Time, you reached out again to request cancellation of the transaction due to the incorrect account number.
  A reversal request was promptly initiated, but we also communicated that the reversal timeline would depend on our partner bank.
  

  Reversal Update
  On November 22, 2024, at 1:22 PM Pacific Time, we received confirmation from our partner bank that the funds had been successfully returned to **. The transaction was then moved to an amendable state, allowing you to either update the recipient details or cancel the transfer.
  At 1:31 PM Pacific Time, you contacted us via phone to reprocess the transaction with the correct details. Unfortunately, a technical error resulted in the transaction being rejected due to a "Partner Duplicate Record".
  

  Cancellation and Refund
  To resolve the issue, the transaction was once again moved to an amendable state, and you opted to cancel the transfer.
  The cancellation was completed on December 2, 2024, and a refund was initiated. You confirmed that the refund was credited to your account within the expected timeframe on December 10, 2024.
  

  Discount Applied
  As a valued customer of **********************, we applied a $50 discount to your Remitly account. This discount was automatically applied to your transfer (reference number R87535196161), which was completed successfully without any further issues.
  

  Preventive Action
  To avoid similar incidents in the future, we have removed **** ***** ***** from your contact list.
  

  Additional Account Review
  Upon reviewing your Remitly profile and records, we confirm that the email address registered to your account is **************************** During our recent conversation, you also verified that the email address provided in your complaint belongs to you.
  

  Recommendations for Future Transfers
  To ensure a seamless experience, we strongly encourage you to carefully review all recipient details before confirming transfers. Once a transaction is processed and completed, it becomes final and cannot be reversed within our system. Verifying the accuracy of the recipient information can help prevent delays or complications.
  

  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: 12/24/2024

  Thanks for the support!
  This is ****** ******* holding the case number ********. Issue got resolved please close the case.
  
  Regards,
  ****** *******