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:09/12/2024

  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,
  
  *** ******

• Initial Complaint

  Date:09/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After using Remitly for months, without issue, I initiated several person to person transfers using this service. Remitly stopped one of the transfers, alleging a violation of their User Agreement, but refused to expand on what part of the user agreement was allegedly violated. After several phone calls to untrained representatives, company officials refused to acknowledge how they plan to comply with the California Privacy Rights Act ("CPRA") and the California Consumer Privacy Act ("CCPA"). Based on the company's failure to reply, I have reason to believe employee theft and/or sale of my personally identifiable information could happen now, or in the future.

  

  Business Response

  Date: 09/18/2024

  ******* *****
  CA 90064
  Phone: **************
  E-mail: *****************************************

  BB Reference: 22269328
  RemitlyReference: 46916288

  Dear *******,

  We have received your complaint regarding transaction R84199697060. I am sorry you have had cause to complain. From my understanding, you have asked us to resolve a problem with the delivery of the transaction and the closure of your Remitly account.

  We want to assure you that the decision to halt your transfer was made after a thorough review of our policies and procedures. This action was taken to ensure that we uphold the highest standards of security and compliance. While we cannot disclose specific details regarding the alleged violation, please be assured that it was a necessary measure to protect both your interests and the integrity of our services in accordance with our User Agreement. I would like to highlight the pertinent clauses related to this matter:

  5. IMPORTANT SERVICE RESTRICTIONS

  1. 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.

  4.Unauthorized Transactions. You may not use the Service in violation of this Agreement or applicable laws, rules or regulations. It is a violation of the Agreement to use the Service for any of the following: sexually-oriented materials or services, gambling activities , fraud, money-laundering, the funding of terrorist organizations, or the purchase or sale of tobacco, tobacco related paraphernalia, firearms, prescription drugs, or other controlled substances; or to send money to a Recipient that has violated the Agreement. If you use the Service in connection with illegal conduct, Remitly will report you to law enforcement.  

  7.Restricted Activities. In connection with your use of our website or the Service, or in the course of your interactions with Remitly, a user or a third party, you will not:

  1.Breach this Agreement, or any other agreement between you and Remitly;
  2.Provide false, inaccurate, or misleading information;
  3.Refuse to cooperate in an investigation or provide confirmation of your identity;
  4.Use an anonymizing proxy;
  5.Provide yourself a cash advance from your credit card (or help others to do so);
  6.Use any automatic device, or manual process to monitor or copy our website.
  
  The full text of the Remitly User Agreement may be accessed here: 

  ********************************************************************;

  Regarding your questions about our adherence to the California Privacy Rights Act (CPRA) and the California Consumer Privacy Act (CCPA), Remitly fully complies with the California Privacy Rights Act ("CPRA") and the California Consumer Privacy Act ("CCPA"). 

  We take the privacy of your personal information very seriously. Additional details on how we process your personal information and keep it secured are included in our Privacy Policy, which you can access via ************************************************.

  If you believe that we have failed to comply with your privacy rights under the CPRA/CCPA, you have the right to file a complaint with the ************************************* (****), free of charge. Contact information is provided for the **** via: *****************************************

  If you have any additional questions or need further clarification, please do not hesitate to contact our customer support team.

  Thank you once again for your patience and understanding.

  Warm regards,
  Remitly Complaints Team.
  
  ****************************

  Any e-mail sent from the company may contain information which is confidential and/or privileged. Unless you are the intended recipient, you may not disclose, copy, or use it; please notify the sender immediately and delete it and any copies from your systems. Are you a Remitly supplier? If so, we process your personal details in accordance with our Supplier Privacy Policy.
  Remitly, Inc. is Licensed as a Money Transmitter by the ***********************************************, as a ************************** by the *******************************, and LICENSED BY THE *****************************************. NMLS No. 1028236

  
  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22269328
  
  I am rejecting this response because: your response is not consistent with the complaint. Moreover, you are directed to provide a COMPLETE history of all transactions.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/09/2024

  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.

  Sep 07, 2024 12:51 PM CDT Nro. de referenciaR84 199 697 060 EnvoEntrega a domicilio SocioCaribe Express MonedaDOP DisponibleSep 09, 2024 12:04 PM CDT Sep 09, 2024 1:04 PM AST

  

  Business Response

  Date: 09/13/2024

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

  BBB Reference: 22260809
  Remitly Reference: 46843858

  Dear *************************, 

  Greetings from Remitly. We received your complaint regarding transaction R84199697060. I am sorry you have had cause to complain. From my understanding, you have asked us to resolve a problem with the delivery of the transaction..  
  I have undertaken a detailed review of your account and the issue you reported. Your account was recently suspended by our system in the course of our ongoing risk management activities. This caused the issue with the delivery of your transaction. We have carefully assessed all details and I am pleased to inform you that your account has now been reinstated. You will  now be able to resume submitting transactions to your friends and family. However, please wait for 48 hours before sending money again to allow our systems to update. 

  As a goodwill gesture we have added $20 to your Remitly account as a discount for your next transaction. We apologize for any inconvenience caused to you and thank you for your patience whilst we resolved this issue for you. 

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

  Kind regards,
  Remitly Inc 
  

  
  

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08-06-2024: I tried an international remittance of $1000.00 through Remitly to *****. The transaction was cancelled from their end, and I got the refund immediately.08-06-2024: I tried again. This time, it showed "delivered", but the recipient(my Indian account) didn't receive that.08-08-2024: I contacted Remitly, and they informed me the *** ID was incorrect. They said they had mailed it to their partner bank in *****. After they receive the money back, I can edit/cancel the transaction. I was told to wait for three business days.08-12-2024: I contacted them over chat. They told me to wait for three more business days.08-12-2024: I contacted them again. This time, a kind woman was able to retrieve the money. I updated the details to another *** ID, which I had successfully used in Oct 2023 to send money. It showed delivered again.08-14-2024: I contacted them. I was told that since this is an updated transaction, it will take more time. 08-15-2024 to 08-23-2024: I contacted them many times in between and got the same response about waiting. I was also informed the *** ID was ******************: I was told that the Indian side faces issues due to system updates and maintenance. I was told to wait 4 business days and get a refund, or the recipient will get the money.08-25-2024 to 09-09-2024: Called them 3 times in between and chatted multiple times. I have sent them a statement of the ***** account through the app. They say they are still investigating and will take some time.

  

  Business Response

  Date: 09/12/2024

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

  I hope you are doing well.

  First and foremost, I would like to sincerely apologize for the inconvenience and frustration caused by the issue with your transaction R92835484385. I understand how concerning it must have been to see the transaction marked as completed in our system while the funds did not appear in your UPI account. Please know that we take this matter very seriously, and I want to assure you that we are committed to making things right.

  After thoroughly reviewing your case, we have taken full responsibility for the error and have worked diligently to rectify the situation. I personally reached out to you by phone to inform you that we have issued a full refund of $1,000. While the funds should typically appear in your account within 10 minutes, please note that depending on your bank, it may take up to 10 business days for the refund to be fully processed.

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

  Customer Answer

  Date: 09/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/06/2024

  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 August 28th, 2024, I used Remitly to send $941.47 to my daughter's school. However, the school never received the money, and I am still waiting for my refund from Remitly. They are now saying that they cannot find the transaction.

  

  Business Response

  Date: 09/07/2024

  *********************************
  Address: *****************
  ****************
  Phone number: **************
  Email: *************************
  
  Re: BBB Complaint ID: ********
  
  Dear Saridania,
  
  I trust this email finds you well. I wish to express my sincerest apologies for any inconvenience you may have experienced due to the delay in your recent transaction R75770414855. We understand how concerning and frustrating this situation must have been for you.

  After investigating the issue, we discovered that the problem was due to an error on the part of our disbursement partner, which resulted in the funds being reversed to us rather than successfully reaching the intended recipient. I want to assure you that we have taken corrective actions, and as of today, we have completed your request.

  We have issued a full refund of the transaction amount, including the fee you paid. The total refund of $951.99 should be visible in your bank account shortly. We greatly appreciate your patience and understanding while we worked to resolve this matter.

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

  Customer Answer

  Date: 09/07/2024

   
  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,
  
  Saridania ***********************

• Initial Complaint

  Date:08/31/2024

  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.

  so i was scammed thru remitly app by a seller in pakistan of 656$ i reached out to remitly on 6/17/2024 told them gave them police report they didnt help me . nor i heard from them after they said they will reach out to the scammer bank nd close her account nd try to get me my money back ( bear me this is remilty everyone uses to send money either business or family ) on 7/17/2024 i got email to do survey nd provide my opinion for $20 i did i told remitly how issue wasnt solved i didnt log into remitly app until 8/30/2024 nd it says my account is suspended i was shock i reach remitly to provide me reason they said they dnt want to unsuspend me nd keep my account suspended nd they dnt have to give me reason y does not make sense im scammed my money were gone nd remitly get to play victim here witout giving me any notice i use remitly to mostly send money to my family just once i used to send money who i bought stuff from nd was scam in ******** seller use remitly to get money they dc if its family app or wat thts how they accept nd international ppl have no choice but to use this app ... remitly did me wrong im mad at them for this insteaf of helping me get my money back they ban me they should be ashame of them self i tried to work with them nd didnt even go with my bank wen they said they would reverse the payment i have proof of email i went straight to remitly to have them refund me nd they didnt they basically helped a scammer nd looting ppl everyone uses remitly to send money back to family or business someone even logged into my account i had to reset my pass too

  

  Business Response

  Date: 09/01/2024

  Dear ******************, 
  

  I hope this email finds you well. 
  

  This is our final response to this matter.
  

  Thank you for taking the time to reach out and for providing detailed information regarding your experience. I want to sincerely acknowledge the frustration, stress, and disappointment youve felt throughout this situation. We understand how important it is to trust the services you use, especially when it involves your hard-earned money and the well-being of your family.
  

  At Remitly, we take the security of our customers and their funds very seriously. We strive to provide a safe and reliable platform, and we regret that your experience has not met the standards we set for ourselves. When you first reported this issue, we immediately initiated an investigation and reached out to the receiving bank to attempt to recover your funds and prevent further fraudulent activity. While we cannot control the outcome of these external processes, please know that every effort was made to assist you within the limits of our abilities and the scope of our User Agreement. Given these circumstances, Remitly is not obligated to provide a refund, as the risk was assumed on your part.

  I understand that the subsequent suspension of your account has added to your frustration. Account suspensions are never taken lightly, and they are part of our ongoing efforts to protect our customers and our platform from potential risks. While I recognize that this decision has affected your ability to use our service, it was made with the broader goal of ensuring security and compliance.
  

  Regrettably, transactions involving unknown parties for the purchase of goods or services are inherently risky and fall outside of the protections we can offer. This limitation is in place because our service is primarily designed for remittances to trusted individuals, typically for personal or family support. As much as we wish we could, we cannot intervene in disputes or recover funds lost in transactions that do not align with this purpose. Therefore, your account suspension will remain in effect.
  

  I deeply regret that we could not provide the resolution you were hoping for and understand how upsetting this situation must be. We genuinely value your business and the trust youve placed in us over the years, and Im truly sorry that this incident has shaken that trust. Your feedback is incredibly important to us, and we are constantly working to improve our processes and security measures.
  

  Once law enforcement contacts us for further investigation on the scheme committed, we will fully cooperate with them to collaborate on any relevant information needed to help you.
  

  Please know that we are here to assist you in any way possible within our guidelines. If you have any further questions or need additional clarification, do not hesitate to reach out.
  

  Best regards,

• Initial Complaint

  Date:08/30/2024

  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 June 15 th I send funds 6500$ and 6500$ twice to another account by mistake twice just thats day I gave a call to Remitly to cancel that transaction and they told once sure I will and you will get you funds like that they told buy later on I have not gotten reply them I called so many times and I provided more documents that and all . Still they are denying to refund. and Remitly saying its already completed and I cannot refund this amount like this. After one week Remitly account is blocked and I am not able log in to my account .Its not a single amount its total 13000$ And I have not received till still fighting for that .

  

  Business Response

  Date: 09/06/2024

  *********
  MD 21075
  Daytime Phone: **************
  E-mail: *******************

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

  Dear *********,

  We are writing in response to the complaint you filed with the Better Business Bureau on August 31, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you described a situation where, on June 15, 2024, you accidentally sent two payments of $6,500 each, totaling $13,000, to a recipient's bank account. Shortly after realizing the mistake, you contacted Remitly to cancel the transfers. Initially, you were told that the transactions could be reversed and a refund processed.

  However, despite your prompt follow-up and providing additional documents, you were later informed that the transactions had already been completed and could not be refunded. Adding to your frustration, about a week later, your Remitly account was unexpectedly blocked, leaving you unable to access your account or track your funds. You are still seeking the recovery of the $13,000 and a resolution to this issue.

  We understand how unsettling and frustrating this has been for you. After a thorough review of your case, we have outlined the following findings:

  Timeline of Events:

  July 14, 2024, 4:55 PM PT: You initiated a transfer of $6,518.22 to ************** account. The transaction was completed successfully on the same day.
  July 14, 2024, 5:35 PM PT: You made a second transfer of the same amount to the same recipient, which was also completed immediately.
  July 14, 2024, 7:04 PM PT: Realizing an error, you contacted customer service to cancel the transfer. The associate confirmed the account details but informed you that the transaction could not be canceled. A reversal request was submitted, but it could not be guaranteed.
  July 14, 2024, 10:14 PM PT: Despite the issues, you initiated a third transfer of $6,500 to the same recipient, which was completed immediately.
  June 17, 2024: You expressed concern that the funds had been sent to the wrong account. Another reversal request was submitted, but again, it could not be guaranteed.
  June 17, 2024, 10:21 PM PT: We received confirmation that the funds were successfully deposited into the recipient's account, meaning a refund could not be processed.
  June *****, 2024: You contacted us multiple times seeking refunds for the three transfers, totaling $19,536.44.
  June 20, 2024, 11:36 AM PT: We provided proof of disbursement and requested the recipients bank statement to further investigate your refund request.
  July 12, 2024: We received a chargeback case from your bank, leading to the temporary suspension of your Remitly profile.

  Findings:
  According to our records, you manually entered the recipients information three times, corresponding to each transfer. This indicates that the transactions were initiated intentionally by you, using the saved information in your account. The payments were processed based on the exact details you provided.

  Since the funds were successfully deposited into the recipients account, our partner bank denied the reversal request. Therefore, we are unable to issue a refund. We apologize for any inconvenience this may cause.

  Important Information:

   Per our User Agreement Section 5.3, you should only use our service to send money to people you know. We are not responsible for the quality or delivery of goods or services paid for using our service, and using it for such purposes is at your own risk.

  To prevent similar incidents, we have deleted ************* / ******************* from your contact list.

  Profile Reactivation:

  We have successfully reactivated your Remitly profile.

  Additionally, for your safety and security, we recommend that you only transfer funds to individuals you personally know. This precaution can significantly reduce the risk of falling victim to scams.
  
  We also encourage you to explore our comprehensive guidelines on how to avoid scams. These tips are designed to help you identify potential scams and protect your financial interests.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at *************.
  
  Thank you,
  
  Remitly Inc.

• Initial Complaint

  Date:08/29/2024

  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 August 29th at 8:59am EST I made a transaction on my husbands name (since we have a joint bank account) to my bank account in *******I got a rate of R$5,64 since that was my first time using Remitly, all the other times we travel to ****** I use TransferWise.After confirming all the information and sending the transaction, I receive an email at 9:02 that my transaction has been canceled and my account suspended because I violated an user agreement that they could not even specify what. That was my very first transaction very first time using the company how could I have violated something. I had to create a whole new other account as my got suspended. So I created one with my husbands email. That was 10 minutes after, they changed the rate to R$5,52 more than 10 cents less, and made me paid a fee that before wasn't showing. So literally they blocked my first account and canceled my transaction because they were about to CHANGE AND LOWER THE RATE. Otherwise the same problem of violating the user agreement and canceling th transaction should have happened as I used THE SAME information from before.After talking with customer service the person said there was nothing that could be done, and they coudn't point what was my mistake for the account being suspended.DO NOT USE REMITLY, TransferWise has NEVER dissapointed me in 5 years I have lived abroad.

  

  Business Response

  Date: 09/07/2024

  **********************************
  VA 22031
  **************
  E-mail: *************************

  Re: BBB #: 22213291

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

  We are writing in response to the complaint you filed with the Better Business Bureau on August 29, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you described initiating a transfer at 8:59 AM EST to your joint bank account in ******, using your husband's name. At that time, you were offered a favorable exchange rate of R$5.64, which understandably made the transaction seem promising. However, just a few minutes later, at 9:02 AM, you received an email notification from Remitly stating that your transaction had been canceled and your account suspended due to a violation of the user agreement. The email, unfortunately, did not provide specific details regarding the violation, leaving you confused and unsure of how to resolve the issue.

  We completely understand how unsettling this must have been, especially given that it was your first experience using our service. We sincerely regret that the communication surrounding your account suspension was unclear, contributing to your dissatisfaction.

  Our Findings:

  Upon reviewing your case, we identified that there is indeed an account registered under the email address you provided, ************************** However, we also noticed that the name associated with this account does not match your own.

  As part of our commitment to maintaining strict security and privacy protocols, we are unable to provide any further details about the account in question or share personal information related to it with anyone other than the registered account holder. This policy is in place to protect the privacy of our users and ensure that their personal and financial information remains secure.

  However, please rest assured that we will take appropriate action by reaching out to the account holder directly. We will inform them about the situation and work with them to resolve the matter as quickly and smoothly as possible. Our goal is to ensure that all accounts are in compliance with our user agreement and that any issues are handled with both security and transparency in mind.

  Important Policy Reminder:

  As outlined in our User Agreement, specifically in Section 2: Eligibility for the Service, it is important to note that transactions cannot be submitted or received on behalf of another person. This means that each user must initiate and receive transfers in their own name. The account ******'s name must match the name of the person conducting the transaction to comply with our terms.

  This policy is a fundamental part of our commitment to ensuring the safety and security of our users and their funds. By enforcing this rule, we are able to minimize the risk of unauthorized transfers, fraud, or potential misuse of accounts. It also helps us maintain compliance with international financial regulations, which are designed to prevent illegal activities such as money laundering and identity theft.

  Ensuring that every transaction is tied directly to the rightful account holder protects not only our platform but also your personal information and financial security. We understand that this may seem inconvenient at times, but these measures are in place to safeguard your account and provide you with a secure and trustworthy service.
  We greatly value your business and are committed to continuing to provide you with the best possible service. To help ensure that your future transactions are seamless and trouble-free, we recommend creating an account using your personal information.

  Exchange Rate Information:

  With regard to the exchange rate of R$5.64 that was initially offered to you, we want to clarify how our exchange rates work. At Remitly, we aim to provide competitive rates that reflect real-time fluctuations in global currency markets. These rates are subject to change frequently throughout the day, influenced by a variety of market factors, such as exchange rate volatility and international financial conditions.

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

  
  

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 11 th, I made a transfer to my husband's account in ****** using Remitly. The money arrived at the recipient's bank, but the bank rejected it for some reason and returned it to Remitly.I have had this issue of the bank rejecting the money with another money transfer company, but they had like an automated system that detected when the recipient's bank had rejected the money and provided an immediate refund.I have tried several times to contact Remitly to resolve my issue but they keep insisting that the recipient received the money.I've got some proofs from the bank in ****** stating that the money was returned, and I will attach it here.

  

  Business Response

  Date: 08/29/2024

  *****************************
  ********************, 
  ************, 
  IL 60133
  
  Better Business Bureau Complaint # ********
  Remitly Complaint # ********
  Dear ******,

  Greetings from Remitly. I am writing in response to your BBB complaint received on 08/28/2024 in relation to your transfer (ref R50416909708) which you submitted on 08/11/2024.

  Our understanding of your complaint:
  On August 11th, you made a transfer to your husband's account in ****** using Remitly. Although the money reached the recipient's bank, it was rejected for some reason and returned to Remitly. You had encountered a similar issue with another money transfer company in the past, but they had an automated system that detected when the recipient's bank rejected the money and provided an immediate refund. However, despite multiple attempts to contact Remitly to resolve the issue, Remitly continued to insist that the recipient had received the money. You have obtained proof from the bank in ****** confirming that the money was returned and have provided that documentation.

  Our findings:

  I have reviewed your Remitly account and I can confirm that the funds were sent to our partner on 08/11/2024. However, the partner returned the funds to Remitly on 08/14/2024. I sincerely apologise for any inconvenience caused to you as a result of this and the misinformation you received from our associates. 

  Please note I have refunded the funds to your paying bank account and they should appear in your account within 10 working days, depending on how quickly your bank can process the payment. 

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

  Your sincerely
  Remitly Inc
  

  
  

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $200 Australian dollars into my husbands account on July *********. Remitly claims the money was delivered however my husband never received it. On August 2, 2024 GTBank in ******* claims the money was reversed and never placed into my husbands account. They apparently have proof of this with the money being reversed to ********* which is part of Remitly. We have been going back and forth with both banks. GTBank has been helping us every step of the way, however Remitly is making up lies saying they have tried contacting GTBank, which they have not. They are hiding the money. Since this happened I have read countless stories from other former Remitly clients who have also lost money through them m. They have been told the money was delivered yet it never makes it into the persons bank account. They have tried blaming me multiple times for entering the wrong account number, which I have not. I have made multiple payments into this same account and never changed the details and never had any issues. I just want my money back. My husband has not been able to pay bills or eat properly for a month because we can no longer trust Remitly will not steal our money.

  

  Business Response

  Date: 08/28/2024

  *********************
  IL 61030
  Phone: ****************
  E-mail: *********************
  
  Re: BBB Complaint ID: ********
  
  Dear ********,

  I sincerely apologize for the distressing situation youve faced and the frustration caused by the issues with your recent transfer R71893696617. I understand how concerning this experience has been, especially when being told that you had entered the wrong account number, despite your confidence in the details you provided.
  
  After thoroughly reviewing your case, we have taken full responsibility for the error. We have made the funds available for you, and Im pleased to inform you that we noticed you proceeded to amend the transaction. I can confirm that the transaction has now been successfully completed.
  
  As a token of our appreciation for your patience during this time, we have added a $10.00 credit to your account. This credit will be automatically applied as a discount to your next transaction with Remitly.
  
  We deeply regret the inconvenience this has caused you, and we truly appreciate your understanding as we worked to resolve this matter. 
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.

  Regards,