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:10/18/2024

  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 September 21, 2024, I initiated a $1,000 transfer from my Checking Account (1721) to MBBank Account ****** with Reference Number R98276786855. The transfer was originally scheduled for delivery on September 26, 2024. However, I soon received a status update indicating delays.On October 2, 2024, I was informed that the recipient bank reported a currency mismatch, which is perplexing, as I have successfully sent funds to this account multiple times in the past, always in USD. After chatting with two support representatives on the same day, one refunded my $9.99 transfer fee while the other initiated a resend of my transfer, estimating delivery for October 9, 2024.I followed up with support again on October 14, 2024. At that time, I was told that they needed confirmation from the partner bank and that my transfer status would be updated to arrive on October 18, 2024. I was also advised to wait ***** hours for further updates from the partner bank. As of today (10/18/2024), I have not received any communication regarding the status of my transfer, and it has now been almost a month since my initial transaction.Given the ongoing delays, lack of clear communication, and unsatisfactory support, I wish to request the cancellation of this transfer. I believe that my experience reflects a significant failure in service that warrants attention.

  

  Business Response

  Date: 10/25/2024

  ********* Le
  ********************************************************************************************************************
  ***************   
  *********************************
  
  BBB Complaint # ********
  Remitly Complaint # ********
  
  Dear Hong,

  I am writing to you in relation to your BBB complaint filed on 10/18/2024 pertaining to transaction reference R98276786855.

  Summary of your complaint:

  On September 21, 2024, you initiated a $***** transfer from your Checking Account (1721) to an MBBank Account ****** with Reference Number R98276786855, scheduled for delivery on September 26, 2024. However, you received a status update indicating delays. On October 2, 2024, you were informed that the recipient bank reported a currency mismatch, which was confusing since you have successfully sent funds to this account multiple times in USD. After speaking with two support representatives, one refunded your $9.99 transfer fee while the other initiated a resend, with an estimated delivery date of October 9, 2024.

  You followed up again on October 14, 2024, and were told that the partner bank needed confirmation and the transfer status would be updated to arrive on October 18, 2024. You were advised to wait ***** hours for further updates. As of today, October 18, 2024, you have not received any communication, and it has now been almost a month since the initial transaction. Given the ongoing delays, lack of communication, and unsatisfactory support, you wish to request the cancellation of this transfer, as your experience reflects a significant failure in service.

  Our findings:

  Remitlys records show that on 09/21/2024 you initiated a transfer of $***** to an account in *******. This was outlined in the email receipt sent to you on 09/21/2024. The recipient bank was unable to process the transfer as you had indicated the receiving funds as ***** US Dollars. On 10/02/2024 an email was sent to you asking you to edit the account details of your recipient as the transaction could not be completed.

  I can see you canceled the transfer on 10/22/2024. Upon cancelling the transfer, Remitly sent the funds back to your account and the funds can take up to 10 working days to reach your account.

  This time can vary depending on how quickly your bank can process the refund.

  If you have any questions or concerns please contact us. 

  Yours sincerely,

  Ciara B.
  Complaints Specialist
  Remitly Inc
  

  
  

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. However, I am not satisfied about the lack of an apology. I have already pointed out that I SENT TO THE SAME ACCOUNT WITH USD CURRENCY MULTIPLE TIMES, so there is no way the currency didn't match. The history of my past transfers are all in Remitly App. There must have been error in Remitly system but they failed to acknowledge that. I am disappointed. Additionally, Ive attached proof that options for sending new transfers to certain banks, including my recipient bank ******, are currently greyed out and unavailable, but **************** representative failed to inform me about that then proceeded to initiate my transfer again, causing further delays in getting my funds back . Due to this experience, I will not be using Remitly in the future. Thank you.

  Sincerely,
  
  Hong Ngan Le

• Initial Complaint

  Date:10/16/2024

  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 October 17, 2024, I received 4 charges to my checking account from ********************** while traveling internationally to *****. I have never engaged with Remitly nor requested their services, yet there were 4 charges amounting to $138 to my bank account that are fraudulent and without authorization.

  

  Business Response

  Date: 10/22/2024

  ****** ******
  ******************
  Apt 33
  *****, ** 19333
  Phone: **************
  E-mail: *******************************

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

  Dear ******,

  I hope this message finds you well.

  I wanted to reach out to address the matter you reported regarding the four unauthorized transactions totaling $138 on October 17th. We understand how concerning and stressful it can be to encounter unauthorized charges, especially while traveling, and understand the distress this situation may have caused.

  On October 17th, we attempted to contact you over the phone to gather additional information, and we also sent a follow-up email. Unfortunately, despite our efforts, we were unable to reach you and 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:

  - The last four digits of the card or bank account used for the transactions
  - The amount of each individual transaction
  - Whether the card was a **** or Mastercard
  - The country where the payment method was issued
  - The currency in which the transactions were processed

  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:10/14/2024

  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.

  sometime between 12am and 4am Oct 12th a person created an account for me (using my identity) to wire themselves money. I have never used remitly nor have created an account on it for myself. I woke up Satuaday morning and checked my bank account and approximately $800 had been take from my bank account in $40 and change increments 18 times. I received text at 4:06am stating they were unable to process my transfer to JAMIJ. I have no idea who this is. And, I WAS ASLEEP during all of these transfers. I called remitly, they said they could not help me. They were extremely rude. This is nearly an entire paycheck of mineI have attached the banking transactions and the text from remitly at 4am. This was fraudulent activity that occurred on their website or through their company.

  

  Business Response

  Date: 10/23/2024

  Hi *******, 

  Greetings from Remitly.

  I have attached Remitly's response to your complaint as a PDF below. 

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

  Kind regards,
  Complaints Specialist team, 
  Remitly Inc. 
  

  
  

• Initial Complaint

  Date:10/12/2024

  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.

  Date of the transaction: The transfer was made on August 25, 2024.The amount of money I paid: The transfer in question was for ******.What the business committed to provide: Remitly was responsible for transferring the funds to a specified *** Mobile Money account in my name, ****** Arneson ******, and the *** card I had in my phone.What the nature of the dispute is: The dispute revolves around the funds being transferred to the wrong mobile number (**********), which is under a different name, even though I have access to the *** card. I seek either the funds to be transferred to the correct account or confirmation of the funds' status.Whether or not the business has tried to resolve the problem: Remitly's complaints team has stated that the transfer was completed, and unfortunately, a reversal is no longer possible. However, I believe the funds may still be recoverable within the *** system.If the issue involves advertising: This point does not apply to my case.

  

  Business Response

  Date: 10/22/2024

  ****** Arneson ******
  ***************, 
  ******, 
  10587 
  *******
  *************************************
  
  BBB Complaint # ********
  Remitly Complaint # ********
  Transaction Reference # R27 104 297 012
  
  Dear Harvard,

  Greetings from Remitly. We are writing to you in relation to your BBB complaint pertaining to the above transaction reference. 

  Summary of your complaint:

  In your complaint, you have explained that on August 25, 2024, a ****** transfer was made via Remitly to an *** Mobile Money account intended for yourself. However, the funds were mistakenly sent to the wrong mobile number (**********), which is registered under a different name, despite you having access to the *** card. The dispute centers on either transferring the funds to the correct account or receiving confirmation of the transaction status. Although Remitlys complaints team has stated that the transfer is final and irreversible, you believe the funds may still be recoverable within the *** system. 

  Our timeline/findings:

  On August 24, 2024, at 11:03 PM Pacific Time, you initiated a transfer of ****** to your *** Mobile Money account ending in 0402, under reference number R27104297012. On August 26, 2024, at 3:35 PM Pacific Time, Remitly resubmitted the transaction after confirming that the partner's downtime had ended. Later that day, at 2:43 PM Pacific Time, the transaction was successfully completed.

  On August 28, 2024, at 8:57 AM Pacific Time, you contacted us via chat and spoke with one of our *************************** to report that you had mistakenly sent money to the wrong mobile number while transferring funds to yourself in *******. You inquired about the possibility of recalling the transaction but was disconnected before the conversation could be completed.
  On the same day, at 9:18 AM Pacific Time, you contacted us again regarding the same issue. The customer service associates informed you that the transaction had already been completed. Therefore, a refund/cancellation was not possible.

  I can confirm that the transaction was successfully cancelled on October 15, 2024 and the amount of 200 plus the transaction fee of 4.99 was refunded to you.

  I regret any inconvenience caused to you and I am sorry for the delay in having the transaction cancelled. 

  If you have any further questions or concerns, please do not hesitate to contact me.

  Thank you for your patience and understanding. We value your business and are dedicated to ensuring your satisfaction with our service. 

  Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.

  Thank you for bringing this matter to our attention. 

  Remitly ****
  

  
  

  Customer Answer

  Date: 10/22/2024

   
  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,
  
  ****** Arneson ******

• Initial Complaint

  Date:10/07/2024

  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.

  Subject: Formal Complaint Against Remitly for Delayed and Mismanaged Transfer of Funds Dear Better Business Bureau,I am writing to file a formal complaint against Remitly regarding a problematic international funds transfer that has caused me significant distress. On September 9, 2024, I initiated a transfer of 3600 from ******, which was debited by my bank the same day. According to Remitly, the funds were supposed to be delivered to my recipient in ******* by September 12, 2024.However, the transfer did not arrive as promised. The initial transaction reference was R93603227003. After several unsuccessful attempts to obtain clarity from Remitly, I was given misleading information by one of their representatives. I was told to provide a six-digit code that had been sent via SMS under the pretext that it would expedite the process. Trusting that the code came from Remitly, I complied. Immediately after doing so, I noticed that my transaction reference changed to ***********, and the delivery date was postponed to September 18, ******* of today, I have still not received the funds. I have contacted Remitly numerous times, but their responses have been inconsistent, and I have been repeatedly misinformed. I have retained all evidence, including call recordings, written communications, and documentation of the transaction and debit from my bank account.I am seeking the BBBs assistance in resolving this matter. I believe I am entitled to:Immediate delivery of the funds.A refund of any fees associated with this transfer.Compensation for the significant delay and misleading customer service.A formal explanation from Remitly regarding the mishandling of my case and steps taken to prevent such issues in the future.I have attached all relevant documents, including my bank statement and communication records with Remitly, for your review. I appreciate your help in addressing this issue and ensuring that Remitly is held accountable for their poor service.

  Customer Answer

  Date: 10/09/2024

  attached is the photo of the code received by remitly that they sent me on the 12th, I don't know that they updated it at the recipient level 
  attached the photo of the recipient who is supposed to receive the money in *******, it is indeed me
  RECIPIENT :
  Ms. EL OUEDRHIRI ******* SALMA 
  TEL: ************* to this day I have still received nothing 
  NB: please see the last message from remitly on 09/12/2024 attached the photo which proves the statement 
  I am counting on you and your professionalism to help me recover my fund of 3,600
  
  
  given that I did not receive my money on 09/12/2024 as expected I therefore canceled the transaction but still did not receive any refund of 3,600
  
  cordialement 
  Mme EL OUEDRHIRI ******* *****

  

  Business Response

  Date: 10/15/2024

  Salma El ouedrhiri 
  *********************;
  *****, 
  75009 ******
  Email: ************************************
  
  BBB Complaint # ********
  
  Dear Salma,

  Greetings from Remitly. I am writing to you in relation to your CFPB complaint received on 10/07/2024 in regards to transaction reference R93603227003/***********.

  My understanding of your complaint:
  You reported that you have not received your money for transfer *********** submitted on 09/08/2024. The transfer was made via instant payment, and your bank confirmed that the funds were debited on the same day. According to Remitly, the expected delivery date for the funds to reach the destination in ******* was 09/12/2024. After realizing that the transaction was not completed by the promised date, you contacted Remitly several times. The initial transaction reference number was R93603227003.

  During one of these calls, you told us that you believe a Remitly representative gave you incorrect and misleading information, claiming that sharing a six-digit code sent via *** would expedite the transfer. Trusting that the *** was from Remitly, you provided the code as instructed. Immediately after sharing the code, you noticed that the transaction reference changed to ***********, and the expected delivery date was postponed to 09/18/2024.Despite repeated inquiries and follow-ups with Remitly, you have not received the funds. You believe you have been given inconsistent and conflicting information during each call made to resolve the issue. You have retained all relevant evidence, including call recordings and written communications with Remitlys support team, as well as the bank's debit notice and your monthly statement confirming the initial payment.

  You believe you have been misled and that Remitly has not taken appropriate action to resolve this issue. If necessary, you are prepared to pursue legal action to recover your funds. You have attached the relevant documents, including the debit notice, bank statements, and call recordings.
  
  My investigation/findings:

  After reviewing the situation, I would like to clarify that both reference numbers, R93603227003 and ***********, refer to the same transfer which is in the amount of 3600. The change in reference number occurred when we requested additional information regarding the recipients location, which triggered the system to assign a new number.

  I have thoroughly examined the documents you submitted and can confirm that Remitlys records show the transaction was submitted on 09/08/2024. On that day, an email receipt was sent to you stating the transfer was on hold due to Remitly not receiving funds. The money would be available on 09/12/2024 if you paid within 24 hours. You were advised that we would automatically complete the transfer and send you a confirmation email once the funds were received. If there was a delay in completing this transfer it may have resulted in your transaction being cancelled.

  I can confirm that Remitly did not receive the funds so the transaction was canceled on 09/12/2024.
  
  I would like to explain the details of the transaction and how the refund process works in this case.

  Initiation: When you initiate a remittance transaction, the amount is temporarily held by your bank as a pending charge. This is a standard procedure to ensure that funds are available for the transfer.
  Review Process: This review may involve verifying the details of the transaction and ensuring compliance with regulatory requirements.
  Transaction Hold: Transactions can be put on hold due to a routine review by Remitly. During this hold period, the funds remain in a pending state and are not yet deducted from your account.
  Cancellation: You canceled the transaction before the review process was completed. As a result, the transaction did not proceed to the final stage, and no funds were transferred.
  Pending Charge Removal: Since the transaction was canceled before completion, Remitly did not charge you for this transaction. The pending charge you saw on your bank statement should be removed within 10 business days after the cancellation. This is the standard time frame for pending charges to be released by your bank.

  As stated above, Remitly never received funds from your account, therefore, a refund is not applicable in this case. The pending charge you saw on your bank statement should have been removed within 10 business days after the cancellation. This is the standard time frame for pending charges to be released by your bank. If there is still a discrepancy please send us a revised statement from the date of the transaction to todays date. This can be sent to ********************************** and we will investigate further.

  Please note you were also not charged a fee for this transaction either. 
  

  I understand you submitted a call recording of a conversation you had with a representative of Remitly. Kindly note that this recording was conducted without the permission of the staff member and we would ask you to please delete the recording that you have. 
  

  I appreciate the stress you felt during this experience, and regret that you felt Remitly added to this. That is certainly not the intention of any of our staff. I note that during some of your interactions with Remitly you were advised to contact your bank for assistance and to submit a chargeback request. I apologise for this information as a chargeback would not have been successful as Remitly never received funds from your account. As a result, I can see that Remitly added a credit of ***** to your Remitly account on 10/02/2024 as a gesture of goodwill. 
  

  I hope this goes some way in resolving the matter for you. However, if you have any further questions please do not hesitate to contact me.
  

  Yours sincerely 
  Ciara B.
  Complaint Specialist
  Remitly Inc.
  

  
  

  Customer Answer

  Date: 10/17/2024

   
  22392659 remitly sent me my money 3600 on 10/18/2024
  I want to thank you for everything!! remitly refunded my money on 10/18/2024 I will never transfer with them again
  
  for all the time wasted 1 month of waiting and the lie of saying that they received nothing!, I am asking for damages and interest for everything they have done to me until today
  
  I am counting on you to do what is necessary in this regard. 

  

  Business Response

  Date: 10/24/2024

  ***********************;
  *********************;
  *****, 
  75009 
  ***********;
  Email: ************************************ 

  BBB Complaint # ******** 
  Remitly Complaint # ********

  Dear Salma,

  I am writing to you in relation to your response to Remitlys letter dated 10/15/2024.

  You have stated that Remitly sent you your money on 10/18/2024. For the 1 month of waiting and the lie of saying that Remitly received nothing, you are asking for damages and interest for everything done to you until today. 

  I appreciate the frustration you have experienced and regret to note you remain unhappy with Remitlys service. Please note that Remitly never received money from your bank, therefore, the funds were not returned by us. The transaction was cancelled as we did not receive the funds from your bank. As previously stated, once a transaction is cancelled, your bank will release the funds from pending back into your available balance. This can take up to 10 working days which appears to have been completed on 10/18/2024.

  Remitly is not in a position to provide you with compensation or interest. This is because we never received the funds from your account. As such, ********************** did not provide you with incorrect information regarding this.

  If you remain dissatisfied with our response and in particular, if you do not consider that we have settled your complaint, you have the right to refer your complaint to the ****************** and Pensions Ombudsman (FSPO). We will work with any complaint you may make with the FSPO.

  The FSPO can be contacted via the following methods:
  Phone: ***************
  Email: *******************
  Online: ********************
  Post: **************************************************************************************

  If you have any further questions please do not hesitate to contact us. 

  Kind regards

  Remitly Complaints Team
  Remitly Inc.
  

  
  

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22392659
  
  I am rejecting this response because: everything you say is totally false and a lie since the first day // proof of payment 3600 from remitly 10/18/2024

  Good morning,

  attached is the proof of payment received of ***** from you remitly on 10/18/2024 after having filed a complaint against you on 10/07/2024 1 month is 9 days of lies frankly in your place I would be ashamed, you are not at all serious and you always continue to deny that the problem does not come from you remilty!! yet here are the written documents justifying everything said!!!I am therefore asking for damages for everything you have put me through psychologically and morally during all this time because if I had not filed a complaint against you I am sure that you will have stolen my money!! you are crooks! you have a habit of scamming people because i'm sure i'm not the only victim I am asking for my right to damages for everything you have put me through until today
  
  Sincerely,
  
  Salma El Ouedhriri

• Initial Complaint

  Date:10/04/2024

  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.

  Dear BBB,I am writing to file a formal complaint against both ***** Fargo and Remitly regarding their denial of my fraud claim and improper handling of unauthorized transactions on my ***** Fargo account.On 06/23/2024, three unauthorized transactions were made through Remitly using my **************** account ending in 2102. While I promptly reported these to both companies, my claims were mishandled by both parties.Remitly denied my dispute and closed my account without providing an adequate explanation. Despite this, I reported all three fraudulent transactions to **************** on 06/23/2024, within the 60-day window for disputes. ***** Fargo only investigated two of the transactions, leaving the third unfiled. After multiple attempts to correct this, I was told that the unfiled transaction, which amounts to $1,474.99, could not be investigated because it was now beyond the 60-day limit.When I contacted **************** about this issue, I was told that the merchant was able to show that I had authorized this transaction. However, I strongly dispute this claim, as I did not make or approve the transaction in question.This has caused me significant financial distress, and I am seeking a full refund of the remaining $1,474.99. I believe both ***** Fargo and Remitly failed to properly investigate my claims and correct their errors in a timely manner.I am requesting BBBs assistance in resolving this issue and ensuring that either ***** Fargo or Remitly refunds me the $1,474.99 lost due to these unauthorized transactions.Thank you for your help.Sincerely,Bouna

  

  Business Response

  Date: 10/11/2024

  Bounama Keita
  3440 Wildes Road, 
  Loveland, 
  CO 80538 
  United States
  [email protected]
  
  BBB Complaint # 22381818
  
  Dear Bounama, 
  
  Greetings from Remitly. 
  
  I am writing to you in response to your BBB complaint logged on 10/04/2024 in relation to an unauthorized transaction on your account for $1,474.99.
  
  My understanding of your complaint
  You are filing a formal complaint against Wells Fargo and Remitly for mishandling your fraud claim and unauthorized transactions on your Wells Fargo account. On 06/23/2024, three unauthorized transactions occurred through Remitly, and despite promptly reporting them, both companies mishandled your claims. Remitly denied your dispute and closed your account without proper explanation, while Wells Fargo only investigated two of the three transactions. The third transaction, amounting to $1,474.99, was not investigated and was later deemed outside the 60-day dispute window. You strongly dispute the claim that you authorized this transaction, which has caused significant financial distress. You are seeking a full refund of the $1,474.99 and are requesting assistance from the BBB to resolve this issue.
  
  My investigation/findings
  On review of your account, I can see two transactions on your account which you disputed. The transactions are as follows
  
  Ref                               Corridor                                  Submitted On            Partner                                 Amount Sent           Amount Received          Card           Status
  R13238326144           United States - Senegal        06/22/24 1:33PM        TransferTo mobile wallet      $1,000.00                588,650.00XOF        8965[debit]      Completed
  R53094973442           United States - Senegal        06/21/24 9:36AM        TransferTo mobile wallet      $1,000.00                586,960.00XOF        8965[debit]      Completed
  
  Please note there is no transaction on your Remitly account after 22 June 2024. I have located a transaction on 25 April 2024 for $1,474.99 which you disputed with your bank. If this is the transaction you are referring to, I have outlined Remitly’s position below.
  
  On 4/25/2024, 2:25 AM, you requested our business facilitate the transfer of $1,474.99 to Zaneeha Kaleel. We successfully completed this transaction and notified you on the same day. In this dispute, we have compelling evidence to support our position that the transaction in question was not fraudulent. Our records show that we followed standard verification procedures, including to confirm your identity. Moreover, we have a solid history of successful transactions with you, indicating a trustworthy relationship. The delivery of the remittance transfer was confirmed through our reliable systems, and we proceeded to notify you by sending receipts and email notifications. Given these facts, it is evident that the transaction was legitimate and in accordance with our standard procedures. In addition to this, our senders accept that once the transaction is completed, we will not be able to cancel it or provide refunds. These terms and conditions were accepted after clicking Send Money at checkout.
  
  Your account is protected by Multi-Factor Authentication (MFA). MFA is used to provide an additional layer of security by requiring users to provide two or more verification factors to gain access to their accounts, reducing the likelihood of an account being compromised by any cyberattacks, such as phishing and data breaches. This security feature combines something the customer knows (their password) with something they have in their possession (their phone). They are the person most likely to have both of these things, so this is one way we can make it harder for someone to sign in to the customer's profile without their permission. 
  
  Further to the above, I can confirm that Remitly suspended your account as a security measure to protect your future financially due to you reporting unauthorized transactions on your account.
  
  I sincerely regret any inconvenience caused as a result. 
  
  Yours sincerely
  
  Ciara B.
  Complaint Specialist
  Remitly Inc.

• Initial Complaint

  Date:10/02/2024

  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 with *********** was hacked and the hackers took $475 from my personal bank account. ********************** customer service was rude and dismissive regarding this issue and told me that they will not refund the money.

  

  Business Response

  Date: 10/16/2024

  ******* Prando 
  *********************; 
  ***********,
  NM  87123 
  Daytime Phone: ************** 
  E-mail: ************************************
  
  BBB reference: 22373036
  Remitly reference: 48066812
  
  Dear *******,

  Greetings from Remitly.

  I am writing to you in relation to your BBB complaint lodged on 10/02/2024 regarding an unauthorised transaction on your account. We regret that you have had such a distressing experience. 

  My understanding of your complaint:

  You told us that $475 was fraudulently withdrawn from your personal bank account. You told us that you contacted Remitly but the associate you spoke to was rude and unhelpful.

  My investigation into your complaint:

  We undertook a detailed review of your report and the transactions on your account. We can see 4 transactions, 3 were unsuccessful but one for $430 was successful.

  We believe that you have been the victim of a sophisticated scam, and we understand that this has been a very stressful and distressing experience for you. Following our review of your complaint, we would like to refund you for these five transactions. This means that you cannot also dispute these charges with Remitly through your bank. I hope this is an acceptable resolution for you. 

  In order for us to process your refund, we will need some information from you. 

  Required information: 

  Your address
  Your email address
  Your phone number 
  Account Number
  Routing Number 
  Beneficiary Swift Code
  Bank name
  Bank address
  

  If you can make contact with us at ********************************** to provide this information, we will process the refund for you. Once we receive this information, it can take up to 10 working days to complete the refund process. 
  

  With regard to the previous associate you spoke to, please note we value your feedback and take it very seriously. At Remitly, customer feedback is vital for us to ensure we adhere to the high standard we set ourselves and we appreciate the opportunity to improve this.

  Please dont hesitate to contact us if you have any further questions. 
  

  Yours sincerely 
  Remitly Complaints Team
  

  
  

• Initial Complaint

  Date:10/02/2024

  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.

  Complaint Summary:I am filing this complaint against Remitly for their unlawful withholding of funds, failure to provide services as promised, and lack of customer support and transparency. On [date], Mr. ***** ******* attempted to send $990 through Remitly to a beneficiary in ****** for urgent medical expenses. The funds were withdrawn or placed on hold by Remitly, but the transaction was canceled without explanation. The funds remain withheld, and Mr. ******** account was suspended.Despite multiple attempts to contact Remitly via phone, email, and chat, no clear resolution has been provided. **************** responses have been generic and unhelpful, leaving Mr. ******* without answers and no access to his money. One customer service representative even advised Mr. ******* to create a new account, which he did, but the transaction was canceled again, with no justification provided.Remitlys actions are not only frustrating but also misleading, as they advertise a reliable, secure service for transferring money internationally. Their failure to complete the transaction or return the funds violates the principles of good business practice. Additionally, the lack of transparency regarding the account suspension and the withholding of funds raises concerns about their business operations.This situation has caused significant distress, particularly because the funds were intended for an 82-year-old legally blind beneficiary who urgently needs the money for medication. This kind of service failure is unacceptable, and it reflects poorly on Remitly's integrity.Resolution Requested:Immediate release of the withheld $990 or a refund to Mr. ******** account.A clear explanation for the account suspension and transaction cancellations.A written apology for the poor service and lack of transparency.Compensation for the inconvenience and stress caused by this ordeal.

  

  Business Response

  Date: 10/07/2024

  Jacob Groover
  160 W Camino Real 102
  Boca Raton, FL 33432
  Phone: (561) 770-8909
  E-mail: [email protected]
  
  Re: BBB Complaint ID: 22370763

  Dear Mr. Groover,

  I hope this message finds you well. I’m writing to provide a detailed update regarding the issues raised in your recent communications, as well as to address the points brought up by your representative, Mr. Robert Scarcell.

  Complaint Understanding:

  On October 2nd, you informed us via email that you created a Remitly account on the recommendation of a friend and initiated a transfer (R76766781482), which was placed on hold, later canceled, and your account subsequently suspended. You also mentioned that you have not been able to repay the loan due to the refund not being processed.

  In addition, Mr. Scarcell, your representative, raised the following concerns:

  - The transaction was canceled despite you providing all necessary documentation.

  - Your account was suspended without sufficient explanation.

  - The funds are being withheld, and Remitly informed you that the refund process could take up to 10 business days, which Mr. Scarcell believes violates consumer protection laws.

  - He also mentioned that the funds were intended for purchasing medicine for Mr. Scotton’s 82-year-old, blind mother.

  Your Request:

  - You and Mr. Scarcell have requested:

  - Immediate refund of the transaction R76766781482 (amount: $993.87).

  - An explanation for the account suspension and transaction cancellation.

  - A written apology for the situation.

  - Compensation for the distress caused.

  - Reinstatement of your account and prompt release of the funds.
  

  Summary and Findings:

  After reviewing your transaction, we found that during its submission, it underwent a standard review process. As a result, the transaction was declined, and Remitly did not receive any funds from your account. The amount you see is held by your bank as part of the authorization process and was never transferred to us.

  In such cases, when a transaction is declined, Remitly does not receive funds unless the transaction is approved. Since your transaction was not authorized, your bank holds the funds and they were never transferred to Remitly. We verified in our system that the authorization related to the transaction R76766781482 was reversed.

  In this situation (e.g. authorization without an approval), you will not see a refund credited to your account, but the original authorization will simply drop off your statement after a few days. There will be no payment or refund reflected on your statement. The charge should disappear from your pending transactions by October 8, 2024, depending on your card issuer.

  To assist you further, please provide your bank with the System Trace Audit Number (STAN): 115789 to trace the refund.

  Account Suspension:

  We understand that you are seeking clarification about your account suspension. After a thorough review of your account activity, we identified behavior that violated our User Agreement, which led to the decision to suspend your account. Please see our User Agreement, available on our website, which outlines the general terms and conditions for use of our services.

  Conclusion:

  After a second review of your account and considering the circumstances, we have concluded that the suspension of your account will remain in place. While we understand your frustration, the decision was made to protect the integrity of our platform and in accordance with our User Agreement.

  We highly recommend that you contact your bank directly to confirm the reversal of the transaction, using the tracking number provided above.

  We appreciate your patience and understanding as we work to maintain a secure and compliant environment for all of our customers. We hope that we have addressed your concerns, and that any outstanding issues may be resolved with your bank.

  Best regards,

• Initial Complaint

  Date:10/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a purse and paid through Remitly, the company ****** had 100% guarantee. When I contacted them about dissatisfaction of the purse. They said I could not return it, but I could order a new purse for the cost of what I paid. There guarantee online does not say anything about not being able to return you must order a new purse. Well Since I paid through Remitly I cannot dispute the charge. I ordered two items that come up to the original cost of the purse I originally ordered and wanted to return. I have not received any information about them shipping of the two new items. I would really like my $319.00 back. But if I cannot get the money back them, I would like the two purses I ordered in replacement of the poor-quality items I received.

  

  Business Response

  Date: 10/03/2024

  ***** ******
  *******************************************
  Daytime Phone: (561) 801-287
  E-mail: ****************************
  
  Dear *****,

  Greetings from Remitly.

  We are writing to you in relation to your Better Business Bureau complaint logged on 10/02/2024 regarding transactions for $319, which you used to purchase goods from a company called ******. You told us that you are not happy with the quality of the goods you received from ****** and you would like Suluxy to refund you. Since you did not receive a refund from ******, you would like Remitly to refund you. You provided an order reference number of #*****. 

  On review of your Remitly account, I can see that you sent two transactions: 
  R66039238858 for $127.00 on 07/28/24
  R83694219646 for $192.99 on 06/91/24. 
  We do not recognise order number #***** - this may be a reference number for Suluxy.
  
  On 10/02/24 you contacted Remitly via chat and indicated that you were not happy with the quality of the products you purchased from Suluxy and wanted Remitly to refund you. Our **************** and Consumer Protection teams explained to you that these transactions are commercial in nature and as a result Remitly is not responsible for the quality of these services. In addition, due to the time delay since the transactions, these transactions have been completed and we cannot cancel or amend the transactions. 
  
  I would like to refer you to Remitlys User Agreement, which you accepted when you signed up for our service and when you transacted. The User Agreement outlines that ********************** is not responsible for commercial transactions: 
  3. Commercial Transactions. You should not use the Service to send money except to people that you know. We are not responsible for, the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk. 
  
  The User Agreement also outlines that transactions cannot be canceled or refunded once completed: 
  3. Refunds. You can cancel your transaction at any time prior to its completion. Completion means that your recipient claimed the money you sent either through cash pick-up, home delivery, or bank account deposit. Upon receipt of a cancellation request, we may confirm with our Service Providers to determine whether the transaction has been completed prior to initiating a refund. The Transaction Amount will not be refunded after completion.

  As a result, I regret we are not in a position to refund you. You may need to contact Suluxy to discuss any refunds or quality issues with them directly. 
  If you have any other questions please do not hesitate to contact us.

  Yours sincerely
  Jennifer  
  Remitly Inc

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22369081
  
  I am rejecting this response because:
  R66039238858 for $127.00 on 07/28/24
  R83694219646 for $192.99 on 06/91/24. Were payments made through Remitly, and the money for these two orders was suppose to go toward the new product. All payments were made through Remitly and they have the contract with ******. It would seem Remitly could reach out to ****** as they have the business relationship. I have also sent a complaint to e-commerce about this whole transaction. Ultimately the money went to Remitly who paid Sulxuy. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/30/2024

  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.

  They took $352.99 out of my bank account and are refusing to return my money. I have never done business with this company nor heard from this company prior to the fraud.

  

  Business Response

  Date: 10/07/2024

  ********* **********
  , IA  50153
  Daytime Phone: **************
  E-mail: ******************************

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

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

  We are writing in response to the complaint you filed with the Better Business Bureau on September 30, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you mentioned an unauthorized withdrawal of $352.99 from your bank account by **********************. You also noted that you had no prior relationship with our company and were unaware of our existence until this fraudulent incident occurred. Additionally, you raised concerns about our refusal to refund the amount, despite your claim of being a victim of fraud.

  We understand how distressing this situation must be for you, and we take your concerns very seriously. After conducting a thorough review of your case, We have summarized our findings below.

  Our records confirm that the $352.99 transaction was successfully completed and processed securely through the 3D Secure (3DS) protocol. This is an advanced security feature designed to protect users from unauthorized transactions by adding an additional layer of verification. During this process, the user is prompted to confirm their identity by entering a password or unique code provided by their bank. This ensures that only the authorized cardholder can complete the transaction, significantly reducing the risk of fraud.

  Given that the transaction was securely completed and verified, we are unable to issue a refund for the completed transaction. We understand this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience this may cause.

  On August 20, 2024, at 12:04 PM Pacific Time, you contacted us by phone to report the unauthorized use of your card to complete a transfer. The Customer Protection Associate you spoke with advised you to report the potential compromise to your bank and initiate a dispute for the charges, a course of action that you acknowledged and agreed to.

  Additionally, to further protect your account, the associate took a proactive step by suspending it as a precautionary measure to prevent any further unauthorized activity.

  As of this writing, we have not received any chargeback case from your bank. We want to assure you that we will fully cooperate with your bank to resolve any disputes promptly once we receive it.

  Again, We truly appreciate the time you've taken to bring this matter to our attention. Your feedback is invaluable as we continuously strive to improve our services. If you have any further questions or require additional assistance, please don't hesitate to contact us. Our **************** team is available 24/7 at **************.
  
  Thank you,

  Remitly, Inc
  

  
  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22357643
  
  I am rejecting this response because:

  I was told by ******* in ***** as well as ******* and ****** that the money would be placed back into my bank account with in 2 business days from my initial fraud. 
  
  Sincerely,
  
  ********* **********