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:11/11/2024

  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.

  On 9-23-2024 I used Remitly to wire funds to a loved one in ******, when family member went to retrieve the funds they were advised that funds were are paid out. I then proceeded to talk to customer care at ********************** and they gave me the run around with explanations and hour long wait times on every phone call with no end solution. After a long dispute with customer service and hour long phone calls I have no resolution to this matter. I spoke with several customer **** at ********************. Names are as follows ****** ****** reference #******** ***** reference #******** ******** **** ***** 4 of their customer service **** did find that indeed Remitly made an error and funds were not paid out to anyone and still wont tell me how they will refund my money. Very bad way of conducting business and taking peoples money after they know that there is an error on their part and still refuse to refund me.

  

  Business Response

  Date: 11/19/2024

  Dear *****,
  

  We hope this email finds you well.

  Thank you for reaching out and for submitting your complaint through the Better Business Bureau. We appreciate the opportunity to address your concerns, and please accept our sincere apologies for the issues youve experienced with your transaction R15244378487 on September 23, 2024. We understand how crucial it is to send funds to loved ones in ****** without delay, and we are truly sorry for the inconvenience this has caused both you and your recipient.
  
  We verified that youve been in contact with several of our representatives to resolve this matter. We deeply regret the prolonged wait times and lack of clarity in communication, as well as the unsuccessful retrieval attempt made by your recipient at the designated branch.
  
  Upon further investigation, our provider bank informed us on October 2, 2024, that your transaction had been incorrectly marked as paid. We apologize for this mistake and the subsequent confusion. On October 10, 2024, a chargeback was issued from your bank, which provided you with a temporary credit while they investigate the matter further.
  
  We understand you recently informed us that your bank reversed the funds back to Remitly. At this stage, the process requires an additional 5-day period for your bank to complete its final resolution. If your bank's decision favors you, the temporary credit will become permanent. Otherwise, should the banks final decision be in our favor, we will promptly issue a refund on Monday, November 25, 2024, and you will receive the funds within 10 business days. Depending on your bank, it could take less time.
  
  Please also note that we attempted to contact you on November 12, 2024, but we did not receive a response. Rest assured, we are actively monitoring your case and will continue to provide timely updates based on your bank's final decision.
  
  Additionally, once the investigation is finalized, we will proceed to reactivate your profile. This will allow you to continue using our services without any further interruptions.
  
  Thank you for your patience and understanding. If you have any further questions, please dont hesitate to reach out to us directly.
  
  Warm regards,

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22540013
  
  I am rejecting this response because:
  I have attached a copy of their email.they hav had my funds since September and I dont comprehend how up to this day,Remitly hasnt refunded my money. I want immediate refund.  

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

  

  Business Response

  Date: 11/27/2024

  ***** *******
  20060 Azul Marble Loop  Land O 
  Lakes, *******; 34638
  Phone: **************
  E-mail: *****************************
  
  Re: BBB Complaint ID: ********
  
  Dear *****,
  
  We hope this message finds you well. We are reaching out to provide a resolution of your complaint regarding transaction R15244378487.
  
  We  would like to thank you for your patience throughout this process. We understand how frustrating this experience has been, and we sincerely apologize for any inconvenience caused. Below is a summary of the key updates on your case:
  
  Initial Issue: Your transaction on September 23, 2024, was incorrectly marked as "paid" by our provider bank. We understand the confusion and delays this caused, particularly the unsuccessful retrieval attempt by your recipient.
  
  Chargeback Issued: On October 10, 2024, a chargeback was issued by your bank, providing you with a temporary credit while the matter was under investigation.
  
  Bank Decision: On November 23, 2024, we received the final resolution, and your bank decided in our favor. Following this, we canceled the transfer on November 27, 2024, and you will receive the refund within 10 business days. Depending on your bank, this could take less time.
  
  Account Reactivation: We have reactivated your Remitly profile to ensure you can continue using our services without further interruptions.
  
  Compensation Provided: To express our regret for the inconvenience caused, we have added a $50 credit to your Remitly account, which you can apply toward your next transaction.
  
  We also noted that on November 22, 2024, you expressed disagreement with the resolution and requested an immediate refund. While we regret the extended timeline required to process this matter, we have worked diligently to resolve the issue in compliance with the procedures outlined by your bank.
  
  This is our final response to this matter. If you have any additional questions or need further assistance, please do not hesitate to contact us. We value your trust and look forward to serving you better in the future.
  
  Warm regards,
  

  Customer Answer

  Date: 11/29/2024

   
  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:11/10/2024

  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.

  My account was hacked on October 26, 2024. The hacker did multiple attempt to transfer the money out of my bank account and one went through for $790. I called Remiltly to report an unauthorized transaction, but they told me that the transfer was already approve and went through. So They cannot refund the money.

  

  Business Response

  Date: 11/16/2024

  Tashatai Ngamboon
  IL  60062
  Phone: **************
  E-mail: ****************************
  
  Re: BBB Complaint ID: ********
  
  Dear Tashatai,
  
  We hope this email finds you well.
  
  Thank you for reaching out, and please accept our sincerest apologies for the frustration and inconvenience youve experienced regarding the unauthorized transaction of $790 on your Remitly account dated October 26, 2024. We understand how concerning it is to face issues of this nature.
  
  We have received your complaint submitted to the Better Business Bureau and we are committed to ensuring that this matter is handled with the care and attention it deserves. We apologize for the confusion regarding the recovery process. It seems there was a misunderstanding in our communication about contacting the provider bank for recovery efforts, and we regret any misleading impression this may have caused.
  
  We appreciate you taking the time to speak with us on November 14, 2024, to provide a resolution to this matter. Following our review, we confirmed that your account was compromised, and you did not make this transaction R73862614813. As a result, we refunded the $790 transaction. You should receive the refund within 10 business days, although it could take less depending on your bank. You can also trace the refund with your bank using this Acquirer Reference Number: 24000774320000022972809.
  
  For security purposes, we have deactivated your Remitly profile to prevent any future unauthorized use. If you would like to continue using our services, we recommend creating a new Remitly account with a new email address and a strong password.
  
  Additionally, for your ongoing protection, we recommend the following steps to keep your account secure:
  
  How to Keep Your Account Secure:
  
  -Keep your profile info private: Never share your password or profile details with anyone even someone claiming to work for Remitly. Our team will never ask for your password or access to your computer or phone screen.
  -Dont reuse passwords: Choose a strong, unique password that you havent used anywhere else.
  -Change your password regularly: Update your password every few months, and immediately if your credentials may have been compromised.
  -Keep your profile up to date: Ensure your contact and personal information are accurate to prevent unauthorized access.
  -Monitor your profile activity: Sign in regularly to review account activity and ensure everything looks correct.
  -Be vigilant against scams: Learn to recognize and avoid scams to protect your information.
  

  We deeply value your patience and understanding as we work to ensure this matter is resolved to your satisfaction. This is our final response to this matter. 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.
  
  Warm regards,

• Initial Complaint

  Date:11/08/2024

  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.

  My debit card was fraudulently used on Remitly. I was told by my ************ to try to have them reverse the charge. I talked to them and they said to give them 48 hours and that they would send me an email. They did not. After that 48, I talked to them again and was told they escalated the case and they would have a resolution to me in 24 hours. Again, they did not and I talked to them again and they said it would be another 24 hours. I've wasted so much of my time trying to get an answer from them and keep getting the run around. My case number is ********.

  

  Business Response

  Date: 11/11/2024

  
  ****** *******
  ************************; 
  *******, *******; 68506
  Phone: **************
  E-mail: *******************************
  
  BBB Complaint ID: ********
  
  Dear ******,

  Thank you for reaching out regarding the $65.00 charge on your debit card. We understand how frustrating this experience has been, and we appreciate your patience.

  We can see that the transaction was verified through 3D Secure (3DS), a security feature managed by the bank to help ensure the payment is authorized by the cardholder. Given that this charge passed 3DS verification, we were confident that it was approved by the account owner. However, since you believe this was unauthorized, we recommend disputing the $65.00 charge directly with your bank, as they are best positioned to investigate and potentially reverse the transaction on your behalf.

  We regret any inconvenience you've encountered and are here to support you. If you have further questions or need additional assistance, please dont hesitate to reach out.

  Thank you for allowing us the opportunity to assist.

  Best regards,
  
  

  
  

  Customer Answer

  Date: 11/12/2024

   
  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:11/07/2024

  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.

  I was making a rent payment from my Remitly account back home to ******************. In the process in completing the transaction I was log out from the app with no reason. I try to log back in to my account and I couldnt. I contacted the ***************** on 11/01/2024 and ask why I couldnt log on my account?. My account was suspended because the system detected an error or security error. They told me I was going to receive a email in 24 or 48 hours about the re activation of my account. Today I call again and spoke to ***** from customer service about why I havent received no email yet and why my account was suspended. Also how long is going to take them to respond back to me. I have a lot of important beneficiaries and receipts on that account that I cant not afford to lose all the information. I was almost denied to speak to a supervisor. I spoke to a ****** supervisor that didnt make no effort to help. He told me I need it to wait indefinitely. **************** is not giving me a fair customer service help.

  

  Business Response

  Date: 11/09/2024

  ******* ********
  *****************; 1a 
  ******, *******; 07103
  Phone: **************
  E-mail: **********************************
  
  Re BBB Complaint ID: ********
  
  Dear *******,
  
  Thank you for reaching out to us and for taking the time to file a complaint with the BBB on November 07, 2024. We apologize sincerely for the challenges you encountered while trying to access your Remitly account and for any frustration caused by the lack of timely support.
  
  We appreciate you taking the time to discuss your concerns with us over the phone on November 9, 2024. After a thorough second review, we identified that the temporary suspension was due to our systems detection of a security risk associated with adding a payment method not under your name. Our priority is always to maintain the security of your account.
  
  We understand that your fianc had permitted the use of his payment method for your transactions. To help prevent any future disruptions and ensure smooth support if assistance is ever needed, we strongly recommend using your own payment profiles.
  
  Please be informed that we have reactivated your account, and you should now be able to make transactions again. We suggest sending a transaction within the next 48 hours. Additionally, as a gesture of goodwill for the inconvenience you've experienced, we have credited your account with $20, which you will be able to use toward your next transfer.
  
  We would also like to thank you for the valuable feedback you provided regarding your recent contact with us, and we apologize for any disappointment caused by not receiving the assistance you deserved. Your loyalty in continuing to do business with us is greatly appreciated, and we are committed to providing you with a more positive experience moving forward.
  
  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,
  

• Initial Complaint

  Date:11/07/2024

  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 11/07/2024 Remitly fraudulently made 6 separate withdrawls from my ********** account. I do not have an account with ********************** and I have no idea how they are allowing someone to remove money from my bank account. They were zero help when I called them. The total that they have stolen from me as of right now is $574.94 split into 6 different transactions. How did they not suspect fraud with all these many transactions. And how are they taking money from my account when I have no account set up with them??

  

  Business Response

  Date: 11/09/2024

  *** *****
  15460 Journey
  Ln  *******************, *******; 23059
  Phone: **************
  E-mail: **************************
  
  Re: BBB Complaint ID: ********
  
  Dear ***,
  
  We hope this email finds you well.
  
  Thank you for contacting us and for bringing this matter to our attention. We understand how concerning and frustrating unauthorized charges can be, and we regret that you had to experience this situation.
  
  Upon reviewing your case, we confirm that you contacted us on November 7, 2024, to report six unauthorized transactions totaling $574.94. We appreciate your cooperation in providing the necessary details, which has allowed us to take appropriate actions to prevent further unauthorized use.
  
  Based on our records, we see that you have already disputed four of these charges with your bank. These are:
  
  R7677 - $173.99
  P833B - $37.99
  AD033 - $89.99
  Q1262 - $77.99
  
  For the remaining two charges:
  
  EF103 - $104.99
  B0F6A - $89.99
  
  We are awaiting further communication from your bank to proceed with these disputes. We will work closely with your bank and provide any necessary information to assist in resolving the matter. Please rest assured that we will fully cooperate with your bank throughout the dispute resolution process.
  
  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,
  

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22525399
  
  I am rejecting this response because: As you can see from the attached file, All six fraudulent charges are included in the claim and the claim number is shown at the top for your reference.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:11/07/2024

  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.

  Remitly indicates that my transaction is complete, but the recipient hasn't seen the funds in their bank account. The reference number is R13567276254. When I inquired about this, they promised to investigate. Later, I received an email requesting full details of the recipient. I provided the information they asked for, but I never received a response from them. My family members, who are refugees from *******, urgently need those funds, yet Remitly is not taking any action to resolve the issue.

  

  Business Response

  Date: 11/13/2024

  **** ********
  ****************; 
  *********, *******; 27863
  Phone: *************
  E-mail: ****************************
  
  Re: BBB Complaint ID: ********
  
  Dear ****,
  
  We are reaching out to address the matter you reported to the BBB on November 7, 2024, regarding your transaction (Reference Number: R13567276254). We sincerely apologize for the inconvenience and stress this experience has caused you and your family.
  
  We understand how crucial it is for your loved ones to receive their funds promptly, especially under challenging circumstances. Your transaction was submitted on October 31, 2024, and marked as complete on November 5; however, we received a contact from you reporting that the recipient had not received the funds.
  
  Upon your initial inquiry, we promptly initiated an investigation with our provider bank. Due to compliance requirements related to remittance regulations, they required additional details about your recipient, including his full name, date of birth, and address. While we attempted to reach you by phone on November 7 to request these details, we did not receive a response at that time. We appreciate your later email providing the required information, which we immediately forwarded to our provider bank. On November 8, they confirmed that the funds had been released to your recipient's account.
  
  On November 13, we attempted to contact you again to verify if the funds had been received; however, we did not receive a response at that time. If your recipient still has not received the funds, we kindly ask that you provide a bank statement from your recipients account so that we may initiate a new investigation and ensure a swift resolution.
  
  As a gesture of goodwill, we have added a $30 credit to your Remitly account, which can be applied to your next transaction. We hope this demonstrates our commitment to addressing your concerns promptly and thoroughly.
  
  This is our final response to this matter. 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,
  

• Initial Complaint

  Date:11/04/2024

  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 Oct ****** I was charged approx 200 dollars from my bank account on fraudulent charges. My bank was hacked and I am trying to get the money back that was stolen from my account.

  

  Business Response

  Date: 11/05/2024

  ****** ******
  **********
  ******, IN  **********
  Phone number: **************
  E-mail: **************************************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  We hope this message finds you well.
  
  We are reaching out regarding the four unauthorized transactions, totaling approximately $200, that occurred on October 7th and which you reported to **. We understand how concerning it is to discover unauthorized charges, and we regret any stress this situation may have caused.
  
  On October 22nd, upon receiving your report, we deactivated the profile associated with your payment method to prevent further use of your card. We also appreciate the additional precaution you took by blocking and changing your card.
  
  Since you have already reported these charges to your bank, they will initiate a formal dispute process and may contact us for further information. Please rest assured that we will work closely with your bank, providing any necessary information to assist in resolving the matter.
  
  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, please dont hesitate to reach out. Our team is available 24/7 and ready to assist you at any time.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:11/03/2024

  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 sent money to ****** through Remitly. The pix id was saved because I always send the money to the same account. I received an email saying the funds were delivered and it never was.

  

  Business Response

  Date: 11/06/2024

  ****** ********
  SC 29445
  Phone: **************
  E-mail: **********************************************************************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  We hope this message finds you well.
  
  We are writing in response to your BBB complaint received on November 4, 2024, regarding transaction R98966738226, submitted on November 3, 2024. You indicated that the funds had not been received, despite the transaction being marked as successfully completed within the estimated timeframe provided on your receipt.
  
  On the same day, you also reached out twice to inform us of the issue. In response, we promptly initiated an investigation with our partner bank, having confirmed that all details on file were accurate. The bank has since verified that the funds were indeed successfully deposited into your account in *******
  
  Yesterday, we emailed you the proof of deposit, and we appreciate your prompt reply confirming receipt of the funds.
  
  This will be our final response regarding this matter. However, should you have any additional questions or require further assistance, please do not hesitate to reach out. Our team is available 24/7 and always ready to assist.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  

• Initial Complaint

  Date:11/02/2024

  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.

  Sent $1000 to a siblings' international account for medical purposes on Oct 1. The money was never deposited. I called Remitly 3 times about the transaction and was told that they were reaching out to their partner bank. After 1 week of the money not deposited I contacted them again to proceed with cancelling the transaction altogether. It 's November 2 and still no refund. I have contacted Remitly and still get the same response (reaching out to partner bank) from all the **** I spoke to. Ref number for the transaction is R76269448127. This is unacceptable business practice and clients should have to take these measures to get their refund

  

  Business Response

  Date: 11/04/2024

  **** *****
  TX  78660
  Phone: **************
  E-mail: ******************************
  
  BBB Complaint ID: ********
  
  Dear ****,
  
  We are writing in response to your complaint filed on November 2, 2024, regarding the transaction R76269448127, which was not completed. We appreciate you taking the time to speak with us today.
  

  As discussed, the transfer experienced a delay due to downtime with our delivery provider, and we confirmed that the transaction was canceled. You also indicated that you received the refund today, November 4, 2024.
  
  We want to assure you that we are constantly working with our delivery providers to improve our customer experience. As a token of our appreciation, we have added a $50 credit to your account, which will be applied automatically towards your next transaction.
  
  Thank you for your patience. If you have any further questions or concerns, please feel free to reach out.
  
  Best regards,
  
  
  
  

  Customer Answer

  Date: 11/04/2024

   
  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:11/01/2024

  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.

  On October 1, 2024, I used Remitly to transfer money to a family member in ***********. Remitly said the transfer was completely successful, but no deposit was made to my family member bank account. I called ********************** and it's been a month, and they can't tell me where my $2,800 is and last time I talked to them, they said they can refund my money since, they don't have it.

  

  Business Response

  Date: 11/04/2024

  ******* *******
  ***************************************************************************
  Phone: ***********
  E-mail: *************************************
  
  BBB Complaint ID: ********
  
  
  Dear *******,

  We are reaching out in response to the complaint filed on November 1 regarding transaction *********** for $2,800.00. Thank you for bringing this to our attention, and for taking the time to speak with us today, November 4, 2024. We regret to know that you encountered an issue with this transaction and appreciate your patience as we worked together to resolve it.

  During our call, we were able to successfully send the funds directly to your recipient's bank account, and we're pleased that you confirmed the recipient has received the money this time.

  If you have any further questions or require additional assistance, our **************** team is available 24 hours a day, seven days a week at **************.

  Regards.

  
  

  Customer Answer

  Date: 11/05/2024

   
  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,
  
  ******* *******