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:12/09/2024

  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.

  This is a scam site that let's users use stolen credit cards to transfer money abroad. A fraudulent account was made in my name and the site refuses to close the account. Representative simply asked for more info and midway through the conversation more attempts were made to withdraw money.

  

  Business Response

  Date: 12/16/2024

  ********** *********
  TX  75048
  Daytime Phone: ************** 
  Email: **********************************
  
  Date: 12/16/2024
  Re: Complaint Number 22618674
  
  Dear Alessandro,
  
  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 deeply regret to know that your personal information was compromised and used to create an account on ********************** without your authorization.
  
  Upon reviewing your interactions with us on November 29, 2024, we confirmed that you contacted us to request the closure or blocking of the fraudulent account. At that time, our Customer Protection Team requested your date of birth to verify the account's details and ensure the correct profile was being addressed. We fully understand your decision to withhold this information, given the circumstances, and want to reassure you that we took immediate action to protect your information.
  
  To address any potential misuse, we proceeded to suspend the profile to prevent further activity. Our records confirm that no transactions were completed using the account. However, we strongly recommend you contact your financial institution to safeguard your payment details and update your card information if needed.
  
  At Remitly, safeguarding the security of our platform and protecting personal accounts is our top priority. As part of our commitment to maintaining a secure system, we have identified and suspended the account in question.
  
  Please be assured that this suspension ensures no further access will be granted to this account, protecting both the account's integrity and the broader security of our system.
  
  Again, we truly appreciate the time you have taken to address this matter with us. 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

   
  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:12/09/2024

  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.

  I am a Kenyan-American with dual citizenship in both countries. I usually use ****** services to send money to ***** to help my family and service my monthly mortgage payment in *****. Though I never authorized withdrawal on September 27, 2024, almost 13 transactions by Remitly took place that day from my Citizen business account funds, totaling about USD 5000 until my account was negative. The ************ charged me several overdraft fees. Remitly Company promised to investigate and refund the money, but I cannot establish any truth until today. They have not refunded any money and keep giving false promises, but nothing has been done.

  

  Business Response

  Date: 12/12/2024

  **** *****
  Address: **************************************************
  ****************************
  Daytime Phone: ***************
  Email: **************************
  
  Date: Dec 12, 2024
  Re: Complaint Number 22618505
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB. 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 on September 27, 2024, nearly 13 unauthorized transactions, totaling approximately $5,000, were withdrawn from your ************* business account using **********************. These transactions caused your account to go negative, resulting in multiple overdraft fees. Additionally, you mentioned that despite prior communication, you have not received a refund or a clear resolution from us.

  As soon as you reported this issue back in September, we took immediate action by suspending access to your Remitly profile to prevent any further unauthorized activity. You also informed us that you reported this matter to your bank, and we assured you that we would collaborate with them to help resolve the issue.

  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 immediately returns the disputed funds to your bank, granting you provisional credit while the investigation is ongoing.

  3. 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 the investigation.

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

• Initial Complaint

  Date:12/07/2024

  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 requested to send money to *******, they advertized the money would be delivered in minutes. It has been 4 days since and the money was not delivered. When i requested the refund, i was told they can not refund me.

  

  Business Response

  Date: 12/11/2024

  ***** *******
  *****************************, 
  *****************
  Phone: **************
  Email: ***************************
  
  Date: 12/11/2024
  Re: Complaint Number 22653958
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/09/2024. Thank you for bringing your recent experience to our attention. We sincerely regret that your recent interaction with Remitly did not meet your expectations.

  After carefully reviewing the transaction associated with reference number R27085627654, we would like to address your concerns.
  
  When you submitted your transaction on December 5, 2024, to *******, the receipt provided indicated that the funds would be delivered by December 8, 2024. This timeframe aligns with the delivery promise outlined in our User Agreement, specifically Section 7.2, which states:
  
  "Before you submit a transaction, and in your transaction receipt, we will provide you with an exact date and time when you can expect your money to be delivered."
  
  We understand that you initially contacted us on December 5 to inquire about the transaction status, expecting it to be completed within minutes. At that time, we informed you of the December 8 delivery timeline and recommended waiting 24 hours for the transfer to be processed.
  
  Following this, the transaction was successfully completed on December 5, and the funds were sent to the recipient. On December 6, when you contacted us to request a cancellation, we provided the tracking number (**********) to assist your recipient to locate the funds. Unfortunately, when you reached out again on December 7 to request a cancellation, we were unable to proceed as the funds had already been delivered successfully.
  
  Our records also confirm that our provider bank verified the transaction as completed, and no reversals were received. We deeply regret any inconvenience or misunderstanding this situation may have caused.
  
  We understand your decision to close your Remitly profile and respect your choice. While we are saddened to lose you as a valued customer, we appreciate the trust you placed in us during the time you used our services to send money to your loved ones.
  
  On December 10, 2024, we attempted to reach out to you directly to address your concerns, but you indicated that you preferred to receive a response from the Better Business Bureau. 
  
  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: 12/11/2024

   
  Complaint: 22653958
  
  I am rejecting this response because: the money have not been paid to customer to this day Dec 11, 2024.  Secondly, while sending the money, i was giving 2 options first within 3 hours, and the second option was 24 hrs the money would be collected.  So I chose the first option.  As Dec 9th, the money was not collected and when i requested to get refund they we can not refund you eventhough they knew the money still has not reached its target.

   

  my issue is the false advertisement, which is 3 hrs the money should reach its target or i should get the refund.  Thats why i rrquested the refund within 24 hrs of sending.  I am not sure why you said the money would be recieved on Dec 8th.  If thats the case i would not have sent the money through remitly.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/22/2024

  ***** *******
  *****************************, 
  *****************
  Phone: **************
  Email: ***************************
  
  Date: 12/22/2024
  Re: Complaint Number 22653958
  
  Dear Molid,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/18/2024. Thank you for replying to the response we previously sent to you on December 11, 2024.
  
  After reviewing the details you provided in your response, as well as the information in our system, we would like to offer further clarification:
  
  Delivery Time Options:
  At Remitly, we provide customers with an exact estimated delivery time for each transaction before submission. Based on our records, we do not offer options to choose between different delivery times. Instead, the delivery timeframe is determined by the service type and recipient location. This information is displayed clearly during the transaction process and on your receipt. This ensures transparency and helps set accurate expectations for when the funds will be delivered.
  
  Transaction Misidentification:
  We have also reviewed the screenshot you provided and confirmed that the details pertain to a transaction processed through another remittance service provider, **********. As a result, we recommend contacting ********** directly to address your concerns regarding the delivery timeframe and refund request for that transaction.
  
  At Remitly, we strive to ensure transparency and reliability in all our services. While this particular situation appears to involve another provider, **********, we would like to clarify that it is a separate company, and Remitly has no relation or affiliation with it. We remain committed to providing any assistance you may need in resolving your concerns.
  
  Once again, we truly appreciate the time you have taken to address this matter with us. Please feel free to contact us if we can be of 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: 22653958
  
  I am rejecting this response because:
  For sure I had sent several times to the reciepient in the past.  There were more than one screen shot, so i sent the wrong one.  I hope someone would look into this matter because you have several options when sending money with different rates.   I chose the 3 hours option, unfoetunetly the reciepient have not recieved to this day and it seems you are still refusing to refund my money.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/26/2024

  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.

  This company is fraud. They send money to other countries but will request information to process the transaction, say it takes 24 hours for receiptent to receive refund and will not send the mmm ***** and keep asking for the same supporting documents. Once the sender gets fraustrated they will ask for a refund and say it takes 10 days for a refund and will not refund the money until you call again. There is no escalation department. They do nothing to help the customer. They are taking money from people and committing fraud advertising false promises of same delivery of money and will make it impossible to get a refund. I have called them several times to resolve this issue. I am beyond frustrated.

  

  Business Response

  Date: 12/03/2024

  ****** ******
  *******************************************************************
  Daytime Phone: **************
  Email: ******************************
  
  Re: Complaint Number 22606777
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau Regulator dated 11/26/2024. Thank you for bringing your recent experience to our attention.
  
  We understand your frustration regarding the delays and challenges with your transaction A84811658315. You submitted this transaction on November 22nd, expecting it to be completed the same day. However, due to unexpected delays, you requested its cancellation on November 25th. Youve expressed concerns about the process, including delays in completion, lack of updates, and dissatisfaction with the handling of your case.
  
  After reviewing your case, we found that the transaction was delayed due to a regulatory review by our partner. This review required additional information, and delays in communication with our partner further impacted the processing time. Consequently, your transaction was not completed within the expected timeframe.
  
  On November 25th, you requested the cancellation of the transaction. This request was fulfilled on December 1st by our partner, after which the transactions destination was amended, allowing it to be successfully completed on the same day.
  
  We deeply regret the inconvenience caused by these delays and for not meeting the promised delivery timeline. Consequently, we have refunded the $3.99 transaction fee you paid. Additionally, as a gesture of goodwill, we have credited $5 to your account as a token of our appreciation for your patience. This credit will be automatically applied as a discount on your next transaction with Remitly.
  
  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.
  

• Initial Complaint

  Date:11/25/2024

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Remittly regarding the unexpected suspension of my account. My name is *****, and my account was recently suspended without a clear explanation as to why this action was taken. I believe that I have been treated unfairly, and I am seeking assistance in resolving this ************************************** is email on file Transaction History:Total number of transactions made: 6 Largest single payment: $300 USD Recipients: Friends in ****** and a business contact in ***** for digital marketing services I was fully verified on my Remitly account with all necessary identification submitted.I originally set up my Remitly account using my business email to pay my digital marketing freelancers. However, despite having a minimal transaction history and being fully verified, my account was suspended. I contacted Remitly for clarification, but I was not provided with specific information about which policy I allegedly violated. I was only told that my account violated their policies, without further details.I strongly believe the suspension was unjust and possibly discriminatory, as I am a U.S. citizen residing in ******. My transactions were legitimate, and I have consistently followed the guidelines set by Remitly. Given that the largest payment I made was only $300 USD, I fail to understand the reasoning behind the suspension.I am requesting the Better Business Bureaus assistance in investigating this matter and helping me achieve a resolution. Specifically, I would like:A clear and detailed explanation from Remitly regarding why my account was suspended.Assistance in reinstating my account if no valid violations occurred.Assurance that Remitly will handle this matter transparently and fairly.I am willing to provide any additional documentation if needed. Thank you for your time and attention to this matter. I look forward to your help in resolving this issue with Remitly.

  

  Business Response

  Date: 12/06/2024

  ***** *****

  ******** (**) *****, ***

  Daytime Phone: **************

  E-mail: **********************************

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

   

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

  Greetings from Remitly.

  We are writing in response to the complaint you filed with the Better Business Bureau on November 26, 2024. Thank you for bringing this matter to our attention. 

  In your complaint, you expressed concerns regarding the suspension of your account, highlighting that it was fully verified and used for legitimate transactions. You also requested clarity on the policies involved and assistance with reinstating your account.

  As a registered financial institution, Remitly is deeply committed to maintaining compliance with applicable laws and regulations. This commitment is essential not only for safeguarding our ability to provide services but also for ensuring the reliability, security, and affordability of money transfer options to the countries we serve. Upholding these protects the integrity of our platform and allows us to continue offering secure and dependable services to all our customers.

  After a thorough review of your account, we regret to inform you that the suspension will remain in place. This decision was reached following a comprehensive investigation. While we are unable to share the specific details of the findings due to our policies, we encourage you to review our User Agreement for additional context on the principles that guide such decisions.

  We recognize that this outcome may not meet your expectations, and for that, we sincerely apologize. Please know this decision was not made lightly.

  Our team conducted an exhaustive evaluation and explored all available options to pursue the best possible resolution. Throughout this process, our dedication to addressing your concerns and serving your needs remained our top priority.

  We appreciate your patience and understanding as we worked to address this matter.

  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: 12/06/2024

   
  Complaint: 22604013
  
  I am rejecting this response because they cancel my account and won't tell me why and I think it's due to discrimination. A company should tell you why they're not working with you going forward and this has put me in a hardship because I live in ****** and It is hard to send payments sometime as I have a bank from ***************** and sometimes my banks don't always work.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/24/2024

  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.

  I sent a money throw them application to my brother in ***** on 21 of November and it is showing delivered but my brother bank account didn't get it , we are today 24 of November, I spoke with customer service and they said you need to wait 3 business days more and I don't trust it because it is shown that status of transfer delivered also it didn't ,,, and it is disrespectful that's why , I need money to be delivered or full refund of the money

  Customer Answer

  Date: 11/27/2024

  Hi there , My complaint #******** has been solved and money sent to my brother , thank you for helping me to keep my right 

• Initial Complaint

  Date:11/20/2024

  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.

  Subject: Urgent: Compensation Request for Financial and Emotional Hardship Caused by Remitly Circle App Issue To Whom It May Concern,My name is ****** ******, and I reside at **************************************. My contact number is **************. I have been a loyal customer of ********************** for a long time. However, I am writing to express my extreme dissatisfaction and demand compensation for the significant issues I encountered with your services recently.On November 14, 2024, I initiated a transfer of $6,000 from my *************** account to my ********************** Circle wallet. The funds appeared in my wallet on November 18, 2024. I urgently needed to transfer this money to my sister, ***** ******, and her husband, ***** ******, in ***** to cover critical medical expenses as my sister was hospitalized in a severe condition.Unfortunately, despite multiple attempts between November 18 and November 20, 2024, your app consistently failed to process the transaction. I repeatedly contacted your support team, escalated the issue, and provided screenshots through the secured email you requested. However, your team was unable to resolve the issue.Due to this failure, my funds were effectively held hostage in your system. Tragically, I was informed this morning, November 20, 2024, that my sister passed away. This caused immense emotional distress, frustration, and hardship for my family, as the funds could have been used to assist in her critical care.I hold Remitly accountable for:1.The failure to deliver reliable service when it was most needed.2.The undue financial and emotional stress caused to me and my ********* light of the above, I demand the following:1.Immediate release of my $6,000 from the Remitly Circle wallet.2.Compensation of $20,000 for the severe pain, suffering, and hardship caused by your service failure.I trust that you will treat this matter with the urgency, seriousness, and fairness it deserves.Sincerely,****** ******

  

  Business Response

  Date: 11/29/2024

  ****** ******
  *************************************
  Daytime Phone: **************
  E-mail: *****************************

  
  BBB Reference: 22582997
  Remitly Reference: 50605350

  
  Dear ** ******, 

  I am writing to you in response to your complaint to the Better Business Bureau, about a recent experience you had with Remitly, which we received on November 20, 2024. 
  We hoped to speak with you to try to resolve your complaint over the phone, as I indicated in my email to you, but I understand this may be a difficult time for you and your family, so I am writing to you to try to address your concerns and resolve your complaint. 

  I have undertaken a detailed review of your complaint, including all call recordings and interactions which you had with our support team. As we explained, there was a technical isolated issue with your transaction, which regrettably caused a delay in completing the transaction. I would like to apologize to you for the time and inconvenience that it took to resolve the issue. 

  We have confirmed that your money has been delivered as requested. Per separate correspondence, I have made an offer to resolve any outstanding issues that you had with your experience with our services. 

  We are committed to working with you to ensure that your complaint has been resolved.  

  Yours sincerely, 

  Jennifer 
  Complaints Manager
  Remitly
  

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  10/28/24 REMITLY *** DES:REMITTANCE ****************** INDN:******** ****** CO ************* WEB ********** The transaction was cancelled on Oct 31 and Remitly customer care keeps telling me wrong information that refund was issued but nothing has been recieved by my bank. I have attached my statement

  

  Business Response

  Date: 11/25/2024

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

  BBB Complaint # ********

  Remitly Complaint # 50548848

  Dear Abhishek,

  I am writing to you in relation to your complaint pertaining to transaction reference R29472060673.

  You have indicated that the transaction was cancelled on 31 October 2024 and you were advised you would receive a refund within 10 business days. However, the 10 business days have passed and you have not received a refund.

  I have reviewed Remitly's records and I can see the transaction was cancelled as the amount transferred surpassed the limits of the recipient's account. Therefore, a refund was initiated on 31 October 2024. Unfortunately, due to unforeseen circumstances, the refund was not completed. I can confirm the refund was successfully completed on 21 November 2024 and you should receive the funds in your account by 3 December 2024. In the event this does not happen by that date, please send us an up to date bank statement and we will investigate the matter further.

  As a way of an apology to you for the delay in receiving your refund, we would like to offer you a gesture of goodwill in the amount of $500. If this is acceptable to you, please let us know and provide the following information:

  Bank Name

  Bank Address

  Bank Account Number

  Name on Account

  Routing Number (if applicable)

  IBAN/BIC (if applicable)

  I hope this goes someway to resolve the matter for you. I apologise for the delay incurred.

  Kind regards

  Ciara B

  Complaint Specialist

  Remitly Inc

• Initial Complaint

  Date:11/14/2024

  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.

  I have been customer of ********************** for several years. I was recently offered by Remitly the "Remitly Flex Plus", which is a service that allows you to make a transaction and pay later. I was offered, what I believe is their maximum of $250 as an available limit. They charge a membership fee of $4.99 and had no problem charging my credit card for it. However, when I tried to use the ************* it consistently would cancel the transaction. I called customer support numerous times creating several case numbers (********, ********, ********, ********, and ********) and ticket #LEND-5514. With each call, I was told the issue was being escalated and someone would call me back. I had conversations with representatives from both the Flex Plus Team and the Customer Protection Team, which none could provide an update or a resolution. One time when I spoke with a *** from the Customer Protection Team, I was told that the system was reset, and I should try again in 2 hours and it should go through. Needless to say, that didn't happen! Now, my last call I was told that the service is no longer available to me, and that they couldn't disclose the reason. All I want to know is why I was offered the service, and now the service is no longer available to me?

  

  Business Response

  Date: 11/18/2024

  
  *** *******
  ***********************
  Apt 109
  ********************
  Phone: **************
  E-mail: **************************

  BBB Complaint ID: ********

   

  Dear Guy,

  Thank you for your patience and for sharing your concerns with us. We truly value your loyalty as a long-time Remitly customer and regret the inconvenience experienced with the Remitly ****************** a feature designed to send money now and pay later for added flexibility.

  Due to technical issues, some customers have been unable to use the ************ as expected. We understand how frustrating this must be, especially after being offered the service and encountering repeated difficulties when attempting transactions.

  To address your concerns, a $5 credit has been added to the account to compensate for the membership fee that was charged. Additionally, a $30 credit has been applied as a gesture of goodwill. Both credits will be automatically applied to the next transaction.

  At this time, it is recommended to cancel the recurring membership service to prevent any future charges. This can be done by navigating to Manage, selecting Remitly Flex, tapping More, choosing Membership Details, and then selecting Cancel.

  Efforts are underway to resolve the technical issues affecting impacted customers of the ************. Notification will be sent if the service becomes available again in the future.
  We appreciate your patience. If you have any further questions or require additional assistance, our **************** team is available 24 hours a day, seven days a week at **************.

  Thank you for bringing this matter to our attention.

  Regards.
  
  
  

  
  

• Initial Complaint

  Date:11/13/2024

  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.

  Complaint Name: Remitly Case ID Provided by **********************: ******** Complaint Summary:I am filing a complaint regarding an unauthorized transaction on my bank account that occurred through Remitly. An amount of $1,372.50 was fraudulently taken from my account, which left my balance in the negative.Detailed Description of the Problem:On November 13, 2024, I discovered a fraudulent charge of $1,372.50 from Remitly, which I did not authorize. I immediately contacted Remitly to report the issue, and they were responsive, suspending the scammers account and providing a case ID for tracking. However, Remitly informed me that the scammer had already cashed out, and they were unable to reverse or cancel the ********** bank advised me to wait until the payment posts to file a dispute, at which point they can provide provisional credit until the investigation is complete (estimated ***** days). While Remitly has committed to cooperating with the banks investigation, I am seeking additional support through the Better Business Bureau to ensure that Remitly takes all possible actions to secure my funds and prevent similar incidents in the future.Desired Resolution:1.Remitly to work closely with my bank to expedite the investigation and ensure full transparency.2.If possible, Remitly to cover the amount lost in the unauthorized transaction since they were unable to stop the funds from being cashed out.3.Strengthening of Remitlys fraud prevention measures to prevent such incidents from happening to other ***************** Information:Name: ******** ********* Contact Number: ************ Email: ************************* Preferred Contact Method: E-mail

  

  Business Response

  Date: 11/16/2024

  ******** *********
  FL  33177
  Phone: **************
  E-mail: **********************************
  
  Re: BBB Complaint ID: ********

  Dear ********,
  
  Thank you for taking the time to bring your concerns to our attention through the Better Business Bureau. We sincerely regret the distress caused by the unauthorized transaction of $1,372.50 on your bank account on November 13, 2024, as we understand how important it is to resolve this matter promptly and effectively.
  
  We appreciate the details you provided, including how you discovered the charge and confirmed that you are not a Remitly customer. It appears that someone used your personal information to create a fraudulent profile. Upon your contact with us on November 13, 2024, we immediately took action by deactivating the fraudulent account to prevent further misuse.
  
  Unfortunately, as you mentioned, the funds were already cashed out from your account before we could intervene, and we advised you to contact your bank to dispute the transaction. Please rest assured that we are fully committed to cooperating with your banks investigation to facilitate a swift resolution. Once your bank raises a formal dispute, we will collaborate with them to provide the necessary documentation and support.
  
  Regarding your desired resolutions:
  
  -Expedited Investigation: We are prepared to work closely with your bank to ensure transparency and expedite the investigation to the best of our ability.
  
  -Reimbursement: While Remitly does not hold the funds and is unable to reverse the transaction directly, we remain committed to supporting your bank in their efforts to resolve the matter. Your banks dispute process will determine the final resolution.
  
  -Fraud Prevention Measures: At Remitly, we take security very seriously and have robust systems in place to safeguard our customers' information and transactions. Unfortunately, in this instance, the fraudulent party used legitimate information to create an account.
  
  This is our final response to this matter. Were here to support you throughout this process, so if you have any further questions or concerns, dont hesitate to contact us. Our team is available 24/7 and ready to assist you at any time.
  
  Thank you for your understanding.
  
  Warm regards,