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:11/01/2024

  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.

  On October 9, 2024, and October 11, 2024, I made two transfers of $5,000 each (totaling $10,000) through Remitly to send funds to a family member in ******. The application stated that the transfer would be completed within 2-3 business days, and the app later showed the transfers as complete. However, my recipient has yet to receive any funds.Since then, I have contacted Remitly almost daily, providing them with my recipient's bank statements each time to assist in locating the funds. Despite my patience and cooperation, each customer service representative has repeatedly instructed me to wait another ***** hours. In several instances, I have experienced prolonged hold times (over 30 minutes) and disconnections, without any escalation to a manager despite my *********** complicate matters further, Remitly appears to have altered one of the transactions, showing it as being sent to a different, unknown bank account that my recipient does not have. Remitly maintains that the funds were transferred, but the transfer cannot have succeeded if my recipient has no account at the listed bank.I have made it clear to Remitly that I would file a complaint if they did not take immediate action to resolve or cancel these transfers by October 29, 2024, which marks 20 days since the initial transaction. Despite this, no meaningful action has been taken.This $10,000 is a substantial amount of money for my family, and they urgently need these funds. I respectfully request that Remitly take swift action to either complete the transfer to the correct account or issue a full refund.Thank you for your assistance.

  

  Business Response

  Date: 11/08/2024

  ***** *****
  **************************************************************************
  Daytime Phone: **************
  E-mail: ********************************
  
  Re: BBB Complaint ID: ********
  
  Dear *****,
  
  Thank you for your patience and for allowing us the opportunity to resolve this matter. Here is a detailed update on the two transactions you placed between October 9th and October 11th, totaling $10,000.
  
  You reached out to us with concerns regarding transactions R116342714651 and R655594433587, stating that although both transactions appeared as completed in our system, the beneficiary did not receive the funds. You also mentioned that for transaction R116342714651, the funds were sent to the wrong bank. We understand that this delay has caused distress, as your family urgently needed these funds. Additionally, you shared your beneficiarys bank statements and contacted us multiple times to seek resolution.
  
  After a thorough review, we identified that both transactions were originally reversed on October 19th by our partner bank, despite being marked as completed in our system.
  
  On October 21st, after you contacted us, a customer service associate re-routed both transactions through a new partner, **** However, transaction R116342714651 was mistakenly amended to Bank Hapoalim instead of the intended ********, despite confirmation of the beneficiary details.
  
  Despite showing as completed, the beneficiary reported not receiving the funds. We contacted our partner bank, who requested a recent bank statement from your recipient to investigate further. After receiving the statement, we again requested a reversal for both transactions.
  
  The partner declined a refund for transaction R655594433587 and informed us they were investigating the payer banks role regarding transaction R116342714651.
  
  To resolve this, we took responsibility for ensuring a refund for transaction R116342714651. On November 6th, we contacted you, and you confirmed over the phone that the refund was visible in your account. Additionally, we removed the receiver from your contact list to prevent future issues and added a $10 credit to your Remitly profile to allow you to test a new transaction with the recipient.
  
  For transaction R655594433587, the funds were reversed to us on November 8th. Upon contacting you, you opted to cancel the transaction and received $4,990 (the original $5,000 amount minus the $10 discount applied at the time of processing). We have since reissued this $10 as a credit to your Remitly profile, bringing your total available credit to $20.
  
  If you have further questions or need additional assistance, please feel free to reach out. We appreciate your understanding and cooperation throughout this process and are here to support you.
  
  Warm regards,

• Initial Complaint

  Date:10/30/2024

  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.

  There are charges that were not authorized by me in two transactions. One charge was for $200 and another for $100 on October, 29th, 2024. Do not have an account, or have ever used the application.

  

  Business Response

  Date: 10/31/2024

  ****** *********
  RI 02908
  Phone: **************
  E-mail: ****************************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  We hope this message finds you well.
  
  We are reaching out regarding your BBB complaint about the unauthorized charges on your account: one for $100 and the other for $200, both dated October 29, 2024. We understand the concern and stress that such unexpected charges can cause, and we apologize sincerely for any distress this may have brought.
  
  Thank you for taking the time to speak with us, and for providing the last four digits of the card in question, which enabled us to locate the associated profile. We are pleased to confirm that we successfully canceled the $100 transaction, with no funds debited from your account. Your bank should release these funds within 8 business days, though timelines may vary. To potentially expedite the release, please feel free to share the System Trace Audit Number (****) ****** with your bank.
  
  We also appreciate you informing us that you have reported this matter to your bank. For the remaining $200 charge, as you have initiated a report with them, we will fully cooperate with their formal dispute process as soon as they contact us.
  
  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:10/30/2024

  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.

  I got an email from Remitly that I had sent money in to someone in the ***********. I did not . Someone got my debit card information somehow online and put it in Remitly's site. They made a withdrawal in the amount of $430 and a pending amount of $575.00 all on 10/28/2024. I caught the problem on 10/29/2024 in the morning and contacted my bank immediately. Then I contacted Remitly and they cancelled the $575 amount but told me they are not for sure about the $430 amount. I don't even have an account with them and should be refunded the full amount. I have also filed a police report with my local police department. If they stated the the $575 amount is unauthorized then so should the $430. I have never heard of this place until today. Remitly sent me the women's name and account number but they are not for sure if they can do a refund?!

  

  Business Response

  Date: 10/30/2024

  **** ******
  *****************************
  Apt H
  *****, OK 74133
  Phone: **************
  E-mail: ******************************
  
  Re: BBB Complaint ID: ********
  
  Dear ****,
  
  We hope this message finds you well.
  
  We are reaching out to address your recent report regarding an email you received and the unauthorized use of your debit card information for transactions processed through our service. You confirmed that two charges were made on October 28, 2024one for $430 and the other for $575and that you identified these transactions on October 29, 2024.
  
  We fully understand the concern and distress that unauthorized charges can cause, especially with notifications from a service you dont use. We sincerely apologize for the inconvenience and worry this may have brought.
  
  After receiving your report on October 29, 2024, we acted promptly to cancel the transaction of $575 and suspended the associated profile to prevent any further charges. For this transaction (reference number R80239884459), no funds were debited by us. Your bank will release these funds within 8 business days, although the timeframe may vary. To assist in expediting this, please provide your bank with the System Trace Audit Number (****) ******, which may help facilitate the fund release.
  
  We appreciate you informing us that you have reported this matter to your bank and filed a police report with your local authorities. Regarding the additional charge of $430, as you have already reported this to your bank, we will be fully cooperating with them as soon as they reach out to us as part of their formal dispute 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: 10/30/2024

   
  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:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent a payment of 460$ through Remitly to the *********** to Muhammad ******* ***** on October 20th 2024 , Remityl claims the funds have been delivered the next day on October 21 2024 but the funds have not *** delivered to the account. I have escalated the issue multiple times with Remitly support but I am getting no solution to the issue. After doing research on this issue I have found many other have had the same issue of missing funds send through Remitly. I would like a full refund of the 460$ , the reference number for the payment is R34990853900

  

  Business Response

  Date: 10/28/2024

  ******** *******
  MD  21045
  Phone: (682) 812-543
  E-mail: *******************************

  BBB Complaint ID: ********
  
  Dear ********,

  We are writing in response to your complaint filed on October 27, 2024, regarding transaction R34990853900. The concern was related to the recipient not receiving the funds. Thank you for taking the time to speak with us today, October 28, 2024, to further discuss the issue.

  As confirmed during our conversation, the issue was resolved as the transaction has been canceled, and a refund is being processed. You can expect the funds to be returned to your account within 1-2 business days, depending on your banks processing times.

  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:10/26/2024

  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 made a transfer in the amount of ******* USD. The recipient never received the funds as indicated via the bank statement below. ******* has verified the funds were never received yet Remitly is stating the funds were deposited. There is no record on the recipients side. I have been patient in trying to get this resolved but Remitly keeps moving the goal posts in getting this resolved amicably. This is the first time this has ever happened with me sending funds to ******* on that app. ****** is requested immediately.

  

  Business Response

  Date: 11/01/2024

  ******* ******
  NJ 08536
  Phone: **************
  E-mail: ********************************

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

  Dear *******,

  Thank you for your patience and for giving us the opportunity to help resolve your concern. I understand how frustrating it must be when a transfer does not appear to reach its destination, especially when were dealing with such important transactions. Please know that our goal is to support you in getting this matter resolved as soon as possible.

  Regarding transaction R81352992146 for $2,500, we have thoroughly reviewed the transfer with our partner bank, and at this time, all available evidence indicates that the funds were successfully deposited into the specified account. To investigate further, we have requested an official bank statement from your recipients account (ending in 4540) showing all transactions from October 15th to the current date. This document is necessary to validate the status of the deposit on the receiving banks end and will allow us to continue our investigation.

  We understand that gathering additional documentation can feel uncomfortable, but this official statementprovided in PDF format directly from the bankis essential to ensure the accuracy of our findings. Unfortunately, we have not yet received this document, which is required to proceed.

  Rest assured, as soon as we receive this information, we will continue working closely with our partner bank to confirm and resolve the matter. We appreciate your cooperation and patience, and we are here to support you every step of the way.

  This is our final response to this matter. Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.

  Thank you for your understanding.

  Warm regards,

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22476985
  
  I am rejecting this response because: 

   

  the recipient and I communicate through WhatsApp and on Remitlys end I have sent several responses to include what you needed already to investigate this claim. It is still not resolved. ******* is still stating they never received the funds even after the session ID was given to them. 
  

  I will not be using Remitlys services again after this point considering $2,500 of my money was lost in this transaction on Remitlys part and no refund was given. 
  

   

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

  

  Business Response

  Date: 11/25/2024

  Dear *******,
  
  We understand that you reached out to us with concerns about transaction R81352992146 for $2,500, where the intended recipient did not receive the funds.
  
  Upon receiving your initial communication, our team conducted a review of the transaction. This included verifying the payment trail, collaborating with our partner bank, and analyzing the details in the documentation you provided. Additionally, we communicated with both the payer and recipient banks to trace the funds and determine the exact status of the transfer.
  
  To support our investigation, we requested the official receivers bank statement in PDF format, which you provided on November 5th. This documentation was invaluable in expediting our efforts and ensuring a swift resolution. The funds were successfully returned to your account, on the same day, after we received the required documentation. 
  
  As a gesture of our appreciation for your patience and understanding during this challenging process, we have credited $5 to your Remitly account. This credit will automatically be applied as a discount on your next transfer, should you choose to continue using our services. We understand that the challenges you faced may have impacted your trust in our services. 
  
  If you have any additional questions or concerns, please dont hesitate to reach out, our team is here to assist you.
  
  Warm regards,

• Initial Complaint

  Date:10/25/2024

  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.

  10/20/24 Someone used my ****** credit card (MasterCard) to take out four $200 transactions using your service. I need to know who it was. Thank you

  

  Business Response

  Date: 10/31/2024

  ******* **********
  ****************
  Unit 35 Klamath
  Falls, *******; 97603
  Phone: ************** 
  E-mail: **********************************

  Re: BBB Complaint ID: ********
  
  Dear *******,
  
  We hope this email finds you well.
  
  We wanted to reach out to address the matter you reported concerning four unauthorized transactions, each totaling $200, which occurred on October 20th using your ****** credit card (MasterCard) through our service. We fully understand the concern and inconvenience such unauthorized charges can cause, and we would like to extend our sincerest apologies for any distress this situation may have caused.
  
  On October 26th, we attempted to contact you via email to gather additional information. Unfortunately, despite our efforts, we did not receive a response.
  Based on our investigation, we were unable to identify any transactions that match the details you provided. Although the information you shared was helpful, it was not enough to locate the Remitly profile associated with the unauthorized charges.
  
  In cases like this, more specific information is required to track down the transaction and address the issue as soon as possible. Specifically, to assist us further, we kindly asked you to provide the following details:
  
          1-The last four digits of your card
          2-The country where the payment method was issued
          3-The name exactly as it appears on the card
  
  In view of these circumstances, we strongly advise you to contact your bank, if you have not already done so, to report the unauthorized charges. Upon receiving your report, your bank will initiate a formal dispute process and will reach out to us as part of their investigation. 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,

• Initial Complaint

  Date:10/25/2024

  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.

  Remotely has taken money from my account on 2 separate occasions on October 25th 2024. The first was $24.00 and the second was for $37.00. I have never heard of this company therefore they were not authorized to take any amount of money from my account without my authorization. When I called them to inquire and get a refund they wanted more personal information that was suspicious to me..

  

  Business Response

  Date: 10/25/2024

  Qolayah Sirafi
  ********************************************************
  Phone: **************
  E-mail: *******************************

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

  Dear Qolayah,

  I hope this message finds you well.

  I understand how concerning it is to discover unauthorized transactions on your account, and I want to assure you that we take this matter very seriously. You mentioned that two charges, one for $24 and another for $37, were made on October 25th, 2024, totaling $61. However, based on the information youve provided so far, we have not been able to locate these charges in our system.

  The reason we were trying to gather more details from you was to help us locate the account under which the charges were made. Earlier, when you contacted our team to assist with our investigation, we required to gather more details to locate the charges in our system; part of the needed info would have been the last four digits of the card that was used, whether the card is a **** or Mastercard and the description (descriptor code) of the transaction from your bank statement.

  In any case, we strongly recommend that you reach out to your bank to report the issue as well. Your bank can begin their own investigation, which will allow us to work together to resolve this matter.

  Please let us know if there is any other way we can assist you.

  Thank you for your understanding and patience.

  Best regards,

  Customer Answer

  Date: 11/05/2024

  *********** has not resolved this issie.

• Initial Complaint

  Date:10/22/2024

  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.

  I sent 6000$ via Remitly app to my international bank account in ***** called ********* on Oct 13th.On Oct 17th I got informed that more information is needed by Remitly to continue my transaction and it was set on hold. I talked to customer agent on Oct 17th and after providing the account number and receivers name they continued the transaction.After few hours I was notified that my transaction was completed.I checked my axis bank account and the money is not reflected. On Oct 21st I called the Remitly team to talk about the issue and they said that there is no issue on their end, and they provided me with a transaction tracking number YESB42923096649 and asked me to follow up with *********.Upon calling ********* they mentioned via email to meDear ************ is to inform you regarding the said transaction reference no YESB42923096649. That we did not recieved any of the amount related to this referance.Kindly check with remitly apps or track from the same.Regards, ***** **** AVP&Branch Head **************Harsh Heritage | *************************************** | Opp. ********************************* | Bicholi Hapsi | Indore ******* Tel: (Direct) ************* | (Mobile) ************** I called Remitly again saying that they have opened an investigation which might take days and they are not refunding the money back to my US account. Some agents say that they are sending email to yes bank and some says they are talking to *********. At this point its been almost 10 days and I would just prefer a refund from Remitly since they are not being transparent about this situation.I have added the remitly transaction completion screenshot, some screenshots of the chats with remitly customer agents. I have also added the receiving bank account statement reflecting that the money has not been received. Any help would be really helpful as its a lot of money which I sent for my parents well being.

  

  Business Response

  Date: 10/25/2024

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

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

  Dear *******,

  Thank you for your patience and for providing detailed information about your recent transaction R47533398986. I completely understand your concern, especially since this involves a significant amount of money sent for your parents well-being, and we would like to offer a clear explanation of what has occurred.

  During the process of transferring your $6,000 to the ********* account in *****, there was an unforeseen issue with our partner bank. While they attempted to transfer the funds to *********, the transaction could not be completed, and the funds were ultimately reversed back to us. We sincerely apologize for this complication and any confusion it may have caused.

  Once we became aware of the issue on October 24th, we made the funds available to you. You decided to cancel the transaction at that time, and as mentioned, refunds typically take 7 to ****************************** your bank account. We understand the frustration of this delay and sincerely regret any inconvenience it has caused. Rest assured, the refund is being processed, and you should see the funds in your account soon.

  We also acknowledge that the communication around this issue has not met your expectations. Our intention is always to provide transparency, and we apologize if there was any confusion regarding our interactions with the different banks involved, whether it was ********* or ********. We are actively working to ensure our communications are clearer in the future.

  As a token of our appreciation for your understanding, we have added a $10 credit to your Remitly account, which will be automatically applied as a discount on your next transaction. We truly value you as a customer and appreciate your patience while we work through this matter.

  This is our final response to this matter. Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. 

  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.

  Thank you for your understanding.

  Regards,

  Customer Answer

  Date: 10/26/2024

   
  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:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 9, 2024, at 10:44 pm, a transaction was completed without allowing me the opportunity to cancel. Within a few seconds, I contacted the office and was told to go to the edit section and recall it instead of attempting to retrieve or cancel it themselves; it did not happen. The edit button was not available for me. At this time, I was told to contact the person and ask them to resend the money; I stated that I was not in contact with the person, nor did I have any idea of their weblogs since the last money I sent them was two years ago. I was forced to contact my credit card company and cancel the transaction since Remitly was unwilling to assist me. I was told I had to cancel the $160.97 they had to pay for the transaction. Now, for me to do business with them, I must pay this amount to them since they are not willing to take responsibility. This is unacceptable for an organization this size.

  

  Business Response

  Date: 10/25/2024

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

  BBB Reference: 22449111
  Remitly Reference: 48962300
  
  Dear ******, 

  We are writing to you regarding your complaint logged on 10/21/2024 pertaining to your transaction that you were unable to cancel.  

  You stated that you submitted a transaction that you were unable to modify or cancel. Upon contacting Remitly, you were informed that the transaction had already been completed and could no longer be altered. Additionally, you mentioned that after disputing the transaction with your bank, you have been unable to process further transactions.

  I have reviewed the transaction associated with the information that was shared. On 10/09/2024 at 18:44:26 PM PT you submitted a transaction of $160.97 which was processed within six minutes at 10/09/2024 18:50:13 PM PT, meaning the funds were delivered to the recipient at this time. You contacted Remitly on 10/09/2024 at 20:08 PM PT to mention that you had sent to the wrong recipient. The customer service associate communicated with you that once a transaction is completed it can not be amended. 

  I would like to highlight that as the transaction had been completed it could not be amended. 
  Please find below the information pertaining to this from our User Agreement:
  
  5. IMPORTANT SERVICE RESTRICTIONS
  6. No Changes. We generally do not let you change the details of your Transaction once it's submitted to us for processing. It is your responsibility to make sure your Transaction details are accurate.
  

  On 10/19/2024 a chargeback was received in connection with a dispute you filed with your bank. As a result, Remitly initiated enhanced monitoring of subsequent transactions on your account to prevent any potential issues. This measure ensures that any concerns regarding the payment are thoroughly addressed. The temporary hold placed on your account is a standard procedure during the dispute investigation process, implemented to safeguard all parties involved.
  

  On 10/23/2024 you kindly agreed to resolve the outstanding chargeback by settling the remaining balance. This resolution has enabled Remitly to successfully process the chargeback and bring the dispute to a close. We are pleased to inform you that, as a result of this proactive step, you can now continue using Remitly without any further concerns or interruptions. We appreciate your cooperation and look forward to serving you seamlessly in the future.
  

  If you have any questions or would like to clarify anything further please feel free to contact us quoting the reference: 48962300
  

  Kind regards,
  Remitly Complaints Team
  

  
  

  Customer Answer

  Date: 10/26/2024

   
  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.

  However, based on the transaction menu's inability to allow for modifications, as the agent informed me, my suggestion as a customer is as follows: If a credit card is used, I think there should be a safeguard that allows the customer to cancel within the first hour.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was the first time I use Remitly. I use Remitly because they have a customer purchase protection, which I dont know why they have it because it does absolutely nothing I sent money for an outfit to be made, and it turned out to be a scam I opened a dispute with my credit card company. Remitly caused problems. Ive contacted them numerous times. I keep getting told different things. I even was told that there has been a refund already sent to me and they gave me a tracking number DU_1PIXIWALSSCHA2XT5IPSC4MI, which was invalid Ive been very patient and working with them, but they just seem to be not doing much.

  

  Business Response

  Date: 10/24/2024

  Dear ***** Devi,

  We are writing to you in relation to your BBB complaint with reference 22443380.

  Please find attached Remitly's response to your complaint.

  If you have any further queries please let us know.

  Kind regards

  Remitly Inc

  Customer Answer

  Date: 10/24/2024

  I called Remitly after I received their response as they sounded like they wanted to solve the problem.  I was wrong.  For months now they have been playing with me, promising my refund and at one point telling me it has been processed and even gave me a refund tracking number.  I have spoken with many **** and they all have said this.  The person I spoke with was very rude and condescending and said we won the case we not going to refund you I tried to go through with the facts but he didnt want to know. 
  
  Before I opened an account with ********************** I called them because I wanted to make sure that they are similar to ****** and not western union as they have a customer protection program.  I also told them that I am using this platform to send money for an outfit, I was made assure that they have my back if anything goes wrong. Their actions do not meet their words.
  
  I am sorry that I have to bother you about this and asking for your help, and I hope you can as Remitly also has conned me.
  
  If you need any other info please do not hesitate to contact me.
  
  Kind regards,
  
  
  ***** Devi