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:09/29/2024

  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 have no idea what Remitly even is but I was charged $199.99 on my debit for something from them. Its a scam.

  

  Business Response

  Date: 10/07/2024

  Date: 10/07/2024 
  Kaike Martin,
  TN 37214,
  United States.
  Daytime Phone: (615) 512-2868
  E-mail: [email protected]
  
  BBB Ref: 22354978
  Remitly Reference: 47860583
  Transaction Reference: R48474246686 

  Dear Kaike, 

  We are writing in response to your complaint logged on 09/29/24 in relation to the above transaction referenced. I understand that you were reporting an unauthorized transaction.

  You have indicated that a transaction of $199.00 was charged from your account on 09/28/2024 however you did not authorize the transaction. 

  I have reviewed the transaction associated with the Remitly account in question. On 09/28/2024 one transaction R48474246686 was processed sending $199.00 to a recipient in UGA. The issue was reported to Remitly by you to our customer service team on 09/29/2024; however, by that time, the transaction had already been completed. I would like to draw your attention to the sections of our User Agreement which outline the relevant sections applicable to this case: 
  
  7. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  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. If, however, you are not satisfied with our service for any reason we will always refund the fee amount. All refunds will be credited to the same Payment Instrument used to pay for the Transaction. Refunds are only made in U.S. dollars and will not be adjusted to account for changes in the value of the U.S. dollar or foreign currency from the time your Transaction was submitted. Please note that residents of certain jurisdictions may have certain refund rights and complaint procedures, as described here
  
  We acknowledge the inconvenience caused by the unauthorized transaction of $199.00. However, the transaction was 3DS verified. This indicates that you, as the cardholder, authorized the transaction by verifying it through an additional security step, such as receiving an SMS code on your phone or approving a push notification on a registered device. If this verification wasn't completed, our system would show 3DS unverified or “no”. In such cases, we highly recommend that you contact your bank at your earliest convenience to initiate a formal dispute. Remitly will fully cooperate with the bank with any details they require. 

  Please let me know if further assistance is needed or if you have any additional questions regarding this matter.

  Yours sincerely,
  Complaints Specialist Team,
  Remitly Inc.
  

  
  

• Initial Complaint

  Date:09/27/2024

  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 September 21 2024, I have sent $2000 dollars using the ************************ web site for an international transaction #*********** from *** to ****** and they haven't delivered the money yet arguing that their partners bank needs to verify my personal information to prove my identity and source of income. I have provided all the documents required over and over and they haven't delivered the money. I asked for a cancellation and they said that they have to wait until the partner bank give the ok and that may take 7 to 10 days. In the additional days waiting for resolve I want and need my money right away.

  

  Business Response

  Date: 10/04/2024

  ******* ********
  
  ********************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  BBB Reference:  22351559
  Remitly Reference: 47800957 
  Transaction Reference: 424 272 557 02/ 67314894139  
  
  
  Dear ******* ********, 
  
  We are writing to you in response to your complaint of 09/28/24 in relation to the delay in your transactions and status of funds. 
  
  You have indicated that a transaction was submitted on September 21, 2024, and the corresponding funds for this transaction have yet to be deposited into your account in *******
  
  On review of Remitlys records, it shows that the transfer has been completed and funds have been deposited into your recipient's account. I would like to explain the details of the transaction and how the delivery process works in this case.
  
  Remitly works hard to deliver money quickly and efficiently, however, sometimes delays can take place. These delays can be due to the following reasons: 
  
  
  -Identity verification: We may need more information to verify your identity, so we can keep your account safe and prevent fraud. Take a look at our article on completing the verification process for more details.
  -Pending sending limit increase: If youve recently requested a sending limit increase, transfers with an amount above your tier limit wont process until the request is approved.
  -Incorrect recipient information: If theres a problem with your recipients delivery information, you can edit the transfer to fix any problems. Once its fixed, well attempt to deliver your transfer again.
  -Transfer being reviewed by our delivery provider: Just like us, our delivery providers have a responsibility to review and confirm that every transfer meets international regulations. We'll let you know if we need any additional information.
  -Delivery provider temporarily unavailable: If the bank or cash pickup provider is experiencing an issue, your transfer may be delayed. Well process your transfer as soon as theyre available. You dont need to take any action.
  
  You can read more about this here: *****************************************************************************;

  The chance of potential delays are also outlined in the user agreement. I would like to draw your attention to the sections of our User Agreement which outline the relevant sections applicable to this case: 
  
  We highlight in our user agreement that we work with banks and third party outlets to send funds to the recipient. 
  
  4. RECEIVING A REMITTANCE
  Service Providers. We work with local banks and other third party outlets (each, a "Service Provider") to make funds available to Recipients. As a Sender, you are appointing your Recipient as your agent for the purpose of receiving funds transmitted through the Service. We try to provide current information on our website about the location, availability, and hours of our Service Providers. However, we are not responsible for any inaccurate or incomplete information that may be posted on the website.

  Section 5 outlines that your Remitly transaction may be delayed:
  5. IMPORTANT SERVICE RESTRICTIONS
  
  Delays. Your Transaction may be delayed by our effort to verify your identity and validate your Payment Instruments and otherwise comply with laws or manage our financial risk. You may be entitled to a refund in certain circumstances and you may cancel your transaction at any time while it is pending.
  
  I have reviewed the transaction associated with the Remitly account in question. The transaction was submitted on 2024-09-21 18:00:48 PT. You received an email notification at 2024-09-21 18:00:48 PT 6:01 PM which stated Dear *******, Our partner is taking a look at your transfer to ******** ******* **** ********, which means we need additional info from you such as a valid ID or proof of income. This may take up to a few business days, but typically completes in less time. Dont worry, this is common. Heres how you can be ready. Thanks for using Remitly. This meant that the funds were with the partner and in review in order to complete the transaction. 
  
  Due to an unexpected delay with the previous partner, our customer service representative took the initiative to redirect the transaction in an effort to assist you and ensure its timely completion. At 2024-09-28 12:02 PM you received an email stating Dear *******, We have confirmed funds were deposited to your recipient's ********** account. Your transaction is complete and we hope to see you again. Thanks for using Remitly. As the transaction has been completed it can not be refunded. Please find information pertaining to this from our User Agreement: 
  
  7. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  
  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. If, however, you are not satisfied with our service for any reason we will always refund the fee amount. All refunds will be credited to the same Payment Instrument used to pay for the Transaction. Refunds are only made in **** dollars and will not be adjusted to account for changes in the value of the **** dollar or foreign currency from the time your Transaction was submitted. Please note that residents of certain jurisdictions may have certain refund rights and complaint procedures, as described here
  
  As per our user agreement if there is a delay in the promised delivery time we will refund the transaction fees: 
  
  7. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  
  Delivery Promise. Before you submit a Transaction, and in your Transaction receipt, we will provide you with an exact date and time when you can expect your money to be delivered. If the money is delivered after the date and time we display both prior to sending your Transaction and in your receipt, you are eligible for a refund of the Service Fees we charged for the Transaction. To receive this refund of the Service Fees, you must contact us here or use the contact information at the bottom of this Agreement.
  
  In light of this, our customer service associate had credited your Remitly account with the fee amount of $1.99.
  
  If you have any further questions or need additional assistance, feel free to reach out to us.
  
  Kind regards, 
  Complaints Specialist Team
  Remitly Inc.

  
  

• Initial Complaint

  Date:09/26/2024

  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 had a Remitly account that was suspended for reasons unknown. I called Remitly and was advised my only recourse was to open another account using a different email address this I did I tried using the new account and entered my debit card Quote from Remitly ( This payment option is associated with another Remitly account. To proceed, please sign into that account to delete this payment option. Or try sending money with another card or bank account.) the account is suspended so I can not access it to delete the payment option associated with my Debit card. I have spoken with Remitly and ask why it was suspended and was given a general answer that i have violated their policies with no explanation as to what policy someone can make sending money to a friend in ******. by denying me use of my debit card leaves me with two options a credit card or give Remitly access to My banking account something I would never do. the Crdit card takes up to 4 days to process and I am charge a fee ***** for the transaction it seems to me they are suspending accounts so you have to open a new account and can only use a credit card and pay the fee.

  

  Business Response

  Date: 10/01/2024

  ***** ******
  **************
  CT Katy, 
  TX 77450
  E-mail: **********************************
  
  BBB Complaint # ********
  Remitly Complaint # ********
  
  Dear *****,

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 26, 2024. We thank you for your continued patience whilst we investigate this matter. 

  In your complaint you indicated that you had your Remitly account suspended for unknown reasons. You created a new account, as previously advised by Remitly, but when you entered you payment details it would not allow you to use the same one. 

  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:

  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.

  We conducted a further review of your account, and we advised that the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.

  In regards to the payment method you are using, please note you can use Remitlys services to send money to friends and family if you have alternative payment methods. Unfortunately, the one you are trying to use cannot be accepted. We regret any inconvenience. 

  We are sorry for the inconvenience, but this decision is final. Thank you for your understanding.

  Thank you,
  Remitly Inc.
  

  
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22343912
  
  I am rejecting this response because: As stated this action again does not say what act or payment method violated the user agreement all payment methods used for transactions were on US bank cards within the terms of agreement from Remitty. All persons the funds were transferred to are known to me. The action by Remitty seems to be nothing more then a effort to force the user to use a credit card instead of a Debit card thus incurring additional charges of 13 dollars per transfer. It seems that the inferred infraction of Remitly polices warranted a suspension of the account that they would ban the user instead of readily telling them to open another account but neglecting to inform them the payment options utilized on the suspended account could not be used with the new account.      
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/17/2024

  ***** ******
  **************
  CT Katy, 
  TX 77450
  E-mail: **********************************

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

  Dear *****,

  I am writing to you in relation to your rejection of our initial response to your complaint, filed with the BBB.

  You have told us that you are not happy with Remitlys initial response as it did not say what act or payment method violated the user agreement. All payment methods used for transactions were on US bank cards within the terms of agreement from Remitty. All persons the funds were transferred to are known to you. The action by Remitty seems to be nothing more than an effort to force the user to use a credit card thus incurring additional charges of $13 per transfer. You feel that the suspension of your account was conducted instead of telling you to create a new account and failing to tell you that the payment option on the account could not be used with the new account. 

  I have reviewed Remitlys records again and I can see an email was sent to you on 2 October 2024 regarding your account. Within this email, you were advised that your Remitly account had been closed after we discovered that an unauthorized individual gained access.

  Please rest assured that your payment information remains secure, as Remitly encrypts all customer data. However, to protect your financial details, we have removed your payment information and restricted access to the account. To continue using our services, you'll need to create a new account with a different email address and a strong password.

  We understand this may cause some inconvenience, but it's a crucial step to ensure your account's security. For more information about this issue, security resources, and tips to protect your personal information, please visit our Remitly Transaction and Account Security page.

  To safeguard your account, we recommend following these steps:
  1. Create a new, strong password that is not related to your previous one or any personal details like your birthdate, address, or social security number. For tips on creating a secure password, visit this page.
  2. Change the security questions and answers for any other accounts where you used the same or similar email and login information.
  3. Be cautious when sharing personal information, such as your email address, phone number, or account details. Avoid sharing this information with unauthorized users, even family members.
  

  As your debit card was linked to this account, it could not be used on the new account.
  

  Please contact us if you have any questions.
  

  Yours sincerely
  

  Ciara B
  Complaints Specialist
  Remitly Inc

  
  

• Initial Complaint

  Date:09/25/2024

  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 send $1,000 pesos to my aunt they charge "instant" that turns out is not instant they took the money from my account and now they told me it will take ***** hours to process last time I check that's fall advertisement that's not right they make u think one thing and turn around and it's another and if I cancel transfer it takes 2 weeks to get my money back that's not right.

  

  Business Response

  Date: 10/07/2024

  Silvia Chavez
  519 Jefferson St
  Delano, CA 93215
  Email: [email protected]
  
  BBB Complaint # 22340456
  Remitly Complaint # 47688051
  
  Dear Silvia,

  Greetings from Remitly.

  I am writing to you in relation to your BBB complaint lodged on 09/25/2024 regarding transaction reference 67314992565.

  My understanding of your complaint:

  You sent $1,000 to a family member on 09/25/2024 and Remitly’s system stated the funds would reach your family member instantly. However, when you contacted Remitly for an update you were advised the transaction was being reviewed by our partner and this could take 24-48 hours. You are unhappy with this as you feel it is false advertising by Remitly. If you had cancelled the transaction you could have been waiting 10 working days to receive the funds. You have asked for the discontinuation of the advertisement and contact by the company.

  My investigation into your complaint:

   Our records show on 09/25/2024 11:08AM PT, you submitted a transfer (reference 67314992565) for $1,000. When you submitted the transfer, the original delivery time was 09/25/24 11:13:44 AM PT. 

  As part of the overall delivery of payment services , Remitly  relies on multiple dependencies that include processing banks and partners, which can at times lead to delays outside of our control. An explanation of delivery timing is set out in our User Agreement and on our website. I understand you were notified that the funds would reach the recipient instantly. Unfortunately, this is not always the case due to reasons outside our control and  we apologise for the inconvenience caused to you and your recipient.

  You spoke to Remitly on 09/25/2024 and you were advised that the partner bank had requested additional information from you. As part of their security measures, the partner will also conduct their own review of the transaction and request additional information should they need it. 

  In your case, you were required to provide information along with a copy of your photo ID. You did this and the funds were delivered to your recipient. Remitly confirmed this to you by way of email.
  In relation to the refund time, when a transaction is canceled, Remitly processes the refund immediately. The funds are returned to the sender. Usually, the refund is received quickly but it can take up to 10 working days, depending on how quickly the sender's bank can process the refund.

  Our outcome:

  I would like to thank you for taking the time to reach out with your feedback. Customer feedback is greatly appreciated to improve our services.

  In line with our User Agreement, I can confirm I have refunded you the transaction fee of $3.99 to your Remitly account. 

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

  Ciara B.
  Complaint Specialist
  Remitly Inc.
  
  

  
  

• Initial Complaint

  Date:09/24/2024

  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.

  ******************* ******** *********************************************************************** ************************* ******************/9/2024 Better Business Bureau Council of Better Business Bureaus ********************************************************************************************************* Dear ************* Complaint against Remitly regarding Incorrect Transfer Amount I am writing to file a formal complaint against Remitly, a money transfer service provider, regarding an incorrect transfer amount. On 24/9/2024, I initiated a transfer of $1,200 USD from my *************** account to my *********** account in ******* through Remitly.According to Remitly's receipt, the estimated amount I should have received was $182,000 JMD. However, I only received $175,000 JMD. This discrepancy amounts to $13,000 JMD.Upon investigating, *************** confirmed that they did not charge any fees for the transfer, and there is no record of any deductions on my account. When I contacted Remitly, they denied any responsibility for the discrepancy.I believe Remitly is at fault, as they were the intermediary handling my transfer. I request that Remitly investigates this matter and takes responsibility for the missing amount. I would like to receive the full $182,000 JMD, as initially estimated.Please find below my contact information and supporting documents:Contact Information:Name: ****** ****** Address: ********************************************************************************************************* Email: ************************* Phone: ************** / ************** Supporting Documents:- Remitly transfer receipt R18282713226 - *************** account statement PMNT SENT 09/24. -$1,202.99 RMTLY* E81F9. $41.77 +xxxxx364859 WA - *********** account statement Oct Pos Tsf-Remitly: ****** ****** ******* Us Thank you for your attention to this complaint. I look forward to your assistance in resolving this matter.Sincerely,****** ******

  

  Business Response

  Date: 09/27/2024

  ****** ******
  ******* Garden Kingston 7 St Andrew  ********,  55555 JAM
  Daytime Phone: ***********
  E-mail: **********************************

  Dear *****,

  Greetings from Remitly. 

  We are writing to you in relation to your Better Business Bureau complaint logged on 09/24/2024 regarding transaction R18282713226.

  You have indicated that you sent $1,200 from your USA account to your Jamaican account. You were supposed to receive circa *******JMD but only received ******* JMD. *************** have confirmed to you that they did not deduct any fees from the amount sent.

  On review of your Remitly account, I can see the transaction for $1,200 to your account in *******. The receipt emailed to you when the transfer was completed confirmed that *******JMD was sent to your Scotia account. I understand you submitted a bank statement to show the discrepancy, however, please note the bank statement is up to 09/05/2024 and the transfer occurred on 09/24/2024. 

  During interactions with you on 09/24/2024, you were advised to contact *********** directly to enquire if they had deducted any fees or if anything had been debited from your account.

  **********************'s records show that the full amount of *******JMD was successfully transferred to your account. I would suggest you contact *********** to investigate.

  I regret not being able to assist you further.

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

  Yours sincerely

  Ciara B

  Remitly Inc

• Initial Complaint

  Date:09/23/2024

  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.

  I use Remitly to send money. I had two transactions fail so I contacted Remitly using their chat. The chat stated I had to call or my account would be suspended. I called and the person was rude and told me my account was suspended. They refused my request to speak to a manager. They refuse to tell me what I did to cause my account to be suspended.

  

  Business Response

  Date: 09/26/2024

  ****** ********
  **********************, 
  Stow, 
  OH 44224 
  *************
  ***************************
  
  
  Better Business Bureau Reference: 22327824
  Our Complaint Reference: 47574292
  
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 23, 2024. We thank you for your continued patience whilst we investigate this matter. 
  
  In your complaint you indicated that you had been sending money through Remitly, however, two transactions were declined. When you contacted us via chat, you were advised you had to call us or your account would be suspended. You further state you were declined the opportunity to speak to a manager and you wish to know why your account has been suspended. 
  
  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:
  
  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.
  
  I have reviewed the chat interaction you had on September 23, 2024 and I have passed your feedback to the relevant management team in Remitly. I am very sorry for any inconvenience caused to you as a result of this interaction. It does not reflect the high standards we set ourselves. 
  
  We conducted a further review of your account, and the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.
  
  We are sorry for the inconvenience, but this decision is final. Thank you for your understanding.
  
  Thank you,
  
  Remitly Inc.
  
  

• Initial Complaint

  Date:09/23/2024

  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.

  I noticed two separate unauthorized charges on my debit card statement paying out to Remitly, a company I had never used and did not have an account with. I reported the fraudulent charges to both venmo and remitly and ordered a new card. However, nothing has been done to remedy the situation despite my efforts to catch it quickly. I don't often keep money in this account for very long or at all. It bothers me greatly that it was only moments after money had been deposited for the first time in a long while that the scammer decided to try the account.

  

  Business Response

  Date: 09/27/2024

  ****** ******
  *****************************************
  Lot 3D
  ************
  **
  72703
  Email: ***************************
  
  Better Business Bureau Complaint # ********
  Remitly Complaint # ********
  
  Dear ******,

  Greetings from Remitly. 

  We are writing to you in relation to the Better Business Bureau complaint logged on 09/23/2024 in relation to two unauthorized transactions on your Venmo account.

  You have indicated that two transactions totalling $30 was debited from your account without your consent. You are unhappy as you feel there has been nothing done to help you retrieve the funds.
  I have searched Remitlys records and can confirm there is no account in your name. Please note that with no information pertaining to the transaction, we are unable to look into this matter. I would urge you to contact your bank to trace the transfer as they may be able to provide more specific information on the nature of the transaction.

  I sincerely regret not being able to assist you further. If you have additional information which you can share with us, we would be happy to investigate further.

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

  Remitly Inc.

  
  

• Initial Complaint

  Date:09/21/2024

  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.

  I made a transaction of ******* USD on 11th to ************************** to "****** ******" that was supposed to be delivered instantly as the business claims. I received a message that the transaction could take a couple of hours to complete and I waited for that to happen to no avail. Since then, I have been making calls on the same each day to make a follow-up and all the agents tell me is that the transaction should be resolved in 24hrs. At one point they mentioned that the money had been sent to their partnering bank in ***** and that is "who" has not deposited the money in the recipient's bank or the money has been sent to "*************************" but the transaction has not been updated. I kept calling each day and Yesterday I decided to call the ************************* to follow-up the issue to which they informed me that they don't have such a transaction and that if I used remitly, the money should have reflected immediately. I called remitly to confirm this and asked them to refund the funds to me if the transaction cannot be completed. They agreed to this but told me the only person that can cancel this transaction so that the refund process can begin is their partnering bank in ******** concern is, they informed me severally that they had contacted this bank to complete the transaction but never received a response, how is it possible for me to wait for a refund process to begin if the "partnering bank" doesn't respond to them?. Its been 10 days with no response. Remitly has also promised severally to call me back and update me each time but nothing happens, no calls. The transaction is still pending, showing delivery expected on 12th Sept and for something that was supposed to be instant, they've taken too long. Can I be helped to resolve this? I appreciate

  

  Business Response

  Date: 09/26/2024

  ***** *******
  ************************, 
  **********************, 
  **************

  Email: *********************************** 
  Phone: **********
  BBB Reference: #********
  Remitly Reference: 47428323
  Transaction Reference: ************  

  Dear ***** *******, 

  We are writing in response to your complaint logged on 09/21/24 in relation to the above transaction referenced.

  You have indicated that you initiated a transaction of $7,892.65 using Remitly and the funds were not delivered to the recipient in a timely manner. Additionally, you mentioned you wished to initiate the refund process as the funds were not received. 

  I have reviewed the transaction associated with the Remitly account in question. From Remitly records it can be seen you were contacted on Sep 24, 2024 by a customer service agent requesting if you would like  to proceed with the transaction being canceled or processed to the recipient. During this conversation you confirmed you would like to proceed with the transaction. On Sep 25, 2024 the transaction ************ was processed sending $7,892.65 to your recipient in ****** 

  I would like to acknowledge that there was a delay with the delivery of the transaction. As part of the overall delivery of payment services, Remitly relies on multiple dependencies and includes processing banks and partners, which can at times lead to delays outside of our control. We understand this may have caused some inconvenience, and we sincerely apologize for that. As a gesture of goodwill, we'd like to offer you $50. You can either have it sent to your bank account or added to your Remitly account to use for your next transaction. If you would like to have it sent to your bank account we will need the following details:

  Account number:
  IBAN:
  Sort Code:
  Address of Bank:
  Bank name:
  Swift code:
  
  Please let us know which option you prefer, and well process it right away. The transfer to your bank will take up to 10 business days. 

  Thank you for your patience and understanding.

  If you have any questions please feel free to reach out to us at Remitly. 

  Kind regards, 
  Complaints ***********************************
  

  
  

  Customer Answer

  Date: 10/07/2024

  Thank you very much for helping me resolve my issue with remitly. The company did reach out to me and they ensured the funds were deposited in the recipient's account shortly after. I appreciate it!!!

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 11 someone fraudulently used my debit card to send over $1020 to wherever using a Remitly account. On Sept 11, 2024 at approximately 5pm est I contacted Remitly and was transferred to the "customer protection department" to report the fraud & was told they would launch an investigation as the charge was still pending and had not reached the person's destination, meaning the money was still with my bank. Unfortunately, my bank does not have a mechanism for stopping pending transactions & therefore told me I would have to have the merchant block the transaction or file a dispute once the transaction goes through. On Sept 12, 2024 I called Remitly again and was transferred to a "customer protection department" **** who identified themselves as ***** or ****.I gave her my name, last four digits of my card and two identifying transaction #'s provided by my bank since technically the charge had not gone through which would allow them to identify the pending transaction and block it. Well, she told me she was able to identify the fraudulent account holder and the transaction and she was able to block the transaction and the account. She went on to say that my bank should be able to settle the issue and refund my money. I asked her to send me an email confirmation of the block and she told me that she was not allowed to and that I should contact my back & cancel the dispute. On September 13, 2024 I noticed that the charge was no longer pending but had gone through so of course I called Remitly again. This time I was told that they had no record of my conversation with *****/**** and that the charge went through and I would have to dispute it with my bank. Here is where I realized that Remitly is a criminal organization operating to help thieves and other criminals send unauthorized money overseas. I have collected 3 case numbers with no resolution as they now have no record of the charge. With a BBB rating of 1 how is it that you exist?

  

  Business Response

  Date: 09/24/2024

  Ms. *****
  ******************
  ******************
  E-mail:**************************
  
  BBB Complaint # ********
  Remitly Complaint # ********
  
  Dear Ms. ********************** from Remitly. I am writing to you in relation to your BBB complaint regarding unauthorized transactions on your debit card through Remitlys service.

  My understanding of your complaint:

  On September 11, 2024, someone fraudulently used your debit card via a Remitly account to transfer over $1020. You contacted Remitly's ****************************** and were told they would investigate since the transaction was still pending and hadn't reached the recipient. However, your bank couldn't stop the transaction, suggesting that you either work with the merchant or dispute it after it went through.

  On September 12, 2024, you called Remitly again, spoke to a representative named *****/****, who confirmed the fraudulent transaction, blocked it, and informed you that your bank should refund the money. However, you were not given an email confirmation of the block.

  By September 13, 2024, the transaction went through despite the earlier assurances, and when you contacted Remitly again, they had no record of your conversation with *****/****. Now, after multiple attempts to resolve the issue and with three case numbers, Remitly has no record of the charge, leading you to believe that the company is facilitating criminal activities.

  My investigation into your complaint:

  I have thoroughly reviewed Remitlys records for the transactions in question and can confirm I have located the account where the card was used. 

  The transaction in question was for $999 plus a fee of $29.97, bringing the total amount to $********. 

  Following a detailed investigation into this complaint, and in light of new facts that have emerged as a result of this investigation, we have decided to issue a full refund to you in the amount of ********. This decision comes as a result of our commitment to upholding the highest standards of customer satisfaction and is reflective of our dedication to resolving issues in a manner that acknowledges and compensates for any inconvenience caused.

  We can make a payment directly into your bank account. Please provide us with the following information to do so;

  Name on account
  Account number
  Bank name
  Bank address
  IBAN & BIC if applicable
  Swift code/sort code if applicable

  As soon as we receive the above information from you, I will arrange to have the payment made. Please note that it can take up to 10 working days for the funds to reach your account, depending on how quickly your bank can process the payment.

  I sincerely apologize for any inconvenience caused and I hope this goes someway in resolving the matter for you.

  Yours sincerely
  Ciara B.
  Complaints Specialist
  Remitly Inc.
  

  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22308272
  
  I am rejecting this response because I will not provide my bank details to a company who seemly harbors and protects those committing fraudulent transactions using their platform.

  If the company seeks to compensate me for this fraudulent act I request they send a certified bank check for $1028.97USD made out to

  By ******** and mailed to *.***** *****************************************
  
  Thank you
  
  Ms *****

  

  Business Response

  Date: 10/01/2024

  Ms. *****
  ******************
  ********, NY 10032
  E-mail:**************************
  
  BBB Complaint # ********
  Remitly Complaint # ********

  Dear Ms. ************** am writing in response to your letter regarding the refund from Remitly.

  I understand you are unhappy to provide your account details in order to receive the refund. 

  I have checked with our payments team and regrettably, we are unable to provide you with a bank cheque/draft for the funds. We can only send funds via wire transfer and we require account details to do so. 

  I can assure you that your details will be safeguarded and treated solely for the purpose of the refund. 

  I apologise for any inconvenience caused.

  Yours sincerely

  Ciara B.

  Complaints Specialist

  Remitly Inc

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22308272
  
  I am willing to provide bank details over a private platform through my bank.  I wish not to provide my personal or business bank details to be posted on an open forum.

  Please communicate with my bank, Bluevine attention to ******* via this email - ***************************** so they can provide you with a Bluevine routing number and bank account number to provide the refund.
  Sincerely,
  
  Ms *****

• Initial Complaint

  Date:09/12/2024

  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.

  A woman I had been dating in ********, staying with me in a hotel there, got up while I was sleeping, opened my laptop, and used my Remitly account to send herself $618. I called Remitly, and the woman I talked to was very understanding and helpful. I hired an attorney to press charges against this Colombian thief, and submitted my police report and lots of other documentation to my bank, ********. I just got the uncalled for, attached threatening letter from Remitly, and I don't like the condescending arrogance. They are basically calling me a liar. I want an apology from the Remitly fraud department. Plain and simple.

  

  Business Response

  Date: 09/20/2024

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

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

  Dear *** ******,

  We are writing in response to the complaint you filed with the Better Business Bureau on September 12, 2024. Thank you for bringing your recent experience to our attention.
  In your complaint, you expressed dissatisfaction with how Remitly handled your case involving unauthorized access to your account. You described an incident in which a woman you were dating in ******** accessed your laptop without permission and transferred $618 to herself using your Remitly account. After discovering this, you took legal action and reported the incident to both the police and your bank.

  While you commended the initial Remitly representative for being understanding and helpful, you were disappointed by a follow-up letter from Remitly, which you found to be condescending and accusatory. You felt that the letter unfairly implied dishonesty on your part.

  We understand how frustrating and upsetting this situation has been for you. Its incredibly difficult to cope with a breach of trust, especially when someone you knew misused your personal information and your Remitly account. Receiving a response that felt condescending and accusatory, rather than supportive, undoubtedly added to your stress. Please know it was never our intention to make you feel this way, and we sincerely apologize for any distress this has caused.

  Upon reviewing your transfer of $600.00, along with an $18.00 transfer fee (totaling $618.00), reference number R70748497682 to ***** ****** Bancolombia account ending in 4298, we can confirm the following:

  The payment was approved by your bank at the time the transaction was submitted on July 6, 2024. The transfer was completed immediately, meaning the funds were successfully deposited into the recipient's account.

  Please note that once a transfer is marked as completed, we are unable to cancel or reverse it.

  On July 20, 2024, at 9:13 AM Pacific Time, you contacted us by phone and spoke with one of our customer service associates, reporting that you had not authorized the $600 transfer to ***** ******* Bancolombia account. During this conversation, the associate informed you that the transaction had already been completed and could not be reversed.

  On August 22, 2024, at 10:45 AM Pacific Time, we received a chargeback case from your bank regarding the disputed $600 transfer.

  On September 3, 2024, at 5:28 AM Pacific Time, you responded to our email, stating that you had reported the incident to the hotel manager, who suggested contacting the police. However, you chose to wait for "*****" to reimburse you. She eventually returned approximately $250 from an ATM, but the remaining balance remains unpaid.

  Our team is in contact with your bank to settle the dispute. Please note that your Remitly profile will remain suspended while our team settles the dispute with your bank. Your bank will let you know of the decision.

  To help prevent similar incidents in the future, we strongly recommend that you avoid saving your password on shared or accessible devices. Keeping your login credentials secure is crucial, especially when others may have physical access to your device.

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

  Remitly, Inc

  
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22251252
  
  I am rejecting this response because:

   

  I'm only rejecting it to keep it open, as I do have a couple more questions and one unresolved complaint.   I was pleasantly surprised to hear my account is only suspended temporarily, while you discuss it with Citi.   The guy on the phone told me it was permanently suspended, and to unsuspend it, I would have to PAY REMITLY $618 ????   WHAATTT?    

  Did you not receive all the documents I sent you on this theft?   I'm being made to feel like a *****.  But I still haven't received the email from the Colombian prosecutor, which I was supposed to.   I can't believe how slow they are.

  Yes, of course, I'll never make that mistake again, regarding passwords.   I had known this woman 6 years, and I trusted her.   I will keep everything password protected from now on if I'm around anyone else, even if I know the person.   I actually felt really stupid about this, and expressed that to everyone I talked to.

  So what did Citi tell you?  They told me the case is resolved, and that all this was credited back to my Citi account.

  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/02/2024

  *** ******
  ***********************
  *****************
  Daytime Phone: **************
  E-mail: *****************************
  
  BBB Reference: #********
  Remitly Reference: 47715210 
  Transaction Reference: R70748497682
  
  Dear *** ******, 
  
  We are writing in response to your follow up message to your BBB complaint logged on September 12, 2024 with reference #********.
  
  It has been indicated by you that a transaction of $618 was charged from your Remitly account without permission by a previous partner. You, as the account holder, did not provide consent for this charge.

  I would like to share communication related to the BBB case #******** that was previously shared with you. Please find the response below for your reference:

  Upon reviewing your transfer of $600.00, along with an $18.00 transfer fee (totaling $618.00), reference number R70748497682 to ***** ****** Bancolombia account ending in 4298, we can confirm the following: 

  The payment was approved by your bank at the time the transaction was submitted on July 6, 2024. The transfer was completed immediately, meaning the funds were successfully deposited into the recipient's account. 

  Please note that once a transfer is marked as completed, we are unable to cancel or reverse it. On July 20, 2024, at 9:13 AM Pacific Time, you contacted us by phone and spoke with one of our customer service associates, reporting that you had not authorized the $600 transfer to ***** ******* Bancolombia account. 

  During this conversation, the associate informed you that the transaction had already been completed and could not be reversed.

  On August 22, 2024, at 10:45 AM Pacific Time, we received a chargeback case from your bank regarding the disputed $600 transfer. 

  On September 3, 2024, at 5:28 AM Pacific Time, you responded to our email, stating that you had reported the incident to the hotel manager, who suggested contacting the police. However, you chose to wait for "*****" to reimburse you. She eventually returned approximately $250 from an ATM, but the remaining balance remains unpaid. 

  Our team is in contact with your bank to settle the dispute. Please note that your Remitly profile will remain suspended while our team settles the dispute with your bank. Your bank will let you know of the decision.

   To help prevent similar incidents in the future, we strongly recommend that you avoid saving your password on shared or accessible devices. Keeping your login credentials secure is crucial, especially when others may have physical access to your device.

  Id like to take the time to explain to you what the dispute process entails and what the next steps may be. Since you've filed a dispute with your bank, the bank will investigate the evidence and provide a decision. This process can take up to 90 days, we have not received an update yet. Once the bank reaches a decision, both you and Remitly will be informed of the outcome.

  -If the bank rules in Remitlys favor, your account will be reinstated and activated for future use.

  -If the bank does not rule in Remitlys favor, you would need to settle the outstanding amount in order to reactivate your account.

  This ensures that any issues with the payment are fully resolved. This temporary suspension is a standard procedure during the dispute investigation to safeguard all parties involved.

  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 **************.

  Kind regards,
  Remitly Complaints Team
  
  

  
  

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22251252
  
  I am rejecting this response because:

   

  You say, if the bank does not rule in remitly's favor, I will need to pay $600???   Whattt?    I will do no such thing.   So it sounds like you folks don't recognize fraud.   Even with all the documents on the police case I sent to you.  Really?   Are you serious?
  
  Sincerely,
  
  *** ******