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:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated an express transfer which promises to be done in an hour on 8/25 at around 1am EST.as soon as transfer initiated the app changed estimation time from 1 hour to 8/26 8;20pm EST.Since my transfer was urgent for an order to be completed I couldnt wait that long so I reached out to customer service right away to cancel my transfer as they failed to meet the guaranteed time. I was told it would take time to request to their partner to cancel and its not a guarantee. So I couldnt even use a different service to complete order as there was no guarantee if this would be cancelled.They said the best thing to do would be to wait and this will be completed sooner than the time posted.Faster forward to 8/26 past the 8:20pm.I reached out to chat support to see what is going on with transfer. And they said that it will take another 24 hours.I asked for refund as this goes way over the 2 estimations provided and also means I cant complete my order. I was denied refund, and told I have no choice but to wait,This is totally unacceptable. As this is not what I signed up for when I clicked on initiate transfer. I transferred because I was assured it will be done in an hour. I took the express fee and debit card payment due to that reason. And instead they have made this transfer slower than a normal transfer. I would like my money back so I can complete my order with a different service. What they did is legally not even correct. I was assured in an email as well that will be completed before the new estimated of 8/26 8:20pm EST along with a $10 compensation for the original delay of missing the 1 hour express delivery. But now it is past the 2nd estimation as well with no idea of when it will be completed.

  

  Business Response

  Date: 08/27/2024

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

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and stress caused by the unexpected delays in your R58192526651 express transfer.
  

  We understand that you initiated the transfer on August 25th with the expectation that it would be completed within the promised one-hour window. The initial delay and subsequent change in the estimated delivery time are not the experience we aim to provide, especially for an urgent transaction like yours.

  The transfer was processed during non-business hours, which unfortunately extended the timeframe for completion. Despite our best efforts, these limitations affected our ability to fulfill the transfer within the initial estimated time.
  

  We also regret that the cancellation process added further uncertainty and frustration to your situation. As soon as we received your request to cancel the transfer, we promptly contacted our provider to reverse the funds. Im pleased to inform you that the cancellation has been successfully processed on August 26th, and we have issued a full refund using our most efficient refund method for faster resolution.
  

  To further address the inconvenience youve experienced, we initially applied a $10 discount to your Remitly account. However, understanding the significance of this situation, I have increased the discount to $20. This will allow you to send a higher amount with us next time, and I hope this gesture helps to restore your confidence in our service.
  

  I would also like to take this opportunity to clarify our commercial policy based on our User Agreement. We noticed that the funds were intended for a business transaction. Commercial deals inherently carry their own risks, and as such, we must emphasize that Remitly cannot guarantee outcomes for these types of transactions. Our platform is primarily designed for sending money to individuals you know personally, and we do not oversee the quality or delivery of goods and services paid for through our services. By using our services to facilitate this payment, you have agreed to assume all associated risks.
  

  We acknowledge the impact this has had on your order and for not meeting the high standards of service you expected and deserve. Your feedback is invaluable, and we will use this experience to improve our processes and communication moving forward.
  

  If theres anything else we can do to assist you, please dont hesitate to reach out.
  

  Regards,

• Initial Complaint

  Date:08/26/2024

  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.

  On 8/24/24 this person withdraw money from my checking account $300 and on 8/26/24 ******** sent money from my Credit card $154.50 to Remitly and I called @ 2:45 pm and 2:57pm and they where no help .Just said they will wait from my credit card company Thats pathetic

  

  Business Response

  Date: 08/30/2024

  Re: You have a new message from the BBB #********

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

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

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

  We are writing in response to the complaint you filed with the Better Business Bureau on August 26, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you mentioned that on August 26, 2024, a transaction of $154.50 was made using your credit card via Remitly. You also noted that, despite contacting our customer service team twice, the assistance you received did not meet your expectations. Specifically, you were advised to wait for a response from your credit card company, which you found unsatisfactory.

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

  Our records confirm that the $154.50 transaction was successfully completed and processed securely through the 3D Secure (3DS) protocol. This is an advanced security feature designed to protect users from unauthorized transactions by adding an additional layer of verification. During this process, the user is prompted to confirm their identity by entering a password or unique code provided by their bank. This ensures that only the authorized cardholder can complete the transaction, significantly reducing the risk of fraud.

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

  On August 26, 2024, at 12:04 PM Pacific Time, you contacted us by phone to report the unauthorized use of your credit card and phone number to complete a transfer. The Customer Protection Associate you spoke with advised you to report the potential compromise to your bank and initiate a dispute for the charges, a course of action that you acknowledged and agreed to.

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

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

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

• Initial Complaint

  Date:08/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been relocated to the *** RECENTLY FOR WORK. I have sent money 2000 CAD from my ************* account to US bank account.I used interac mode of transfer to send money to Remitly on 6th August 2024. Till now the money is not deposited to my US account ********************** is saying the money is deposited.

  

  Business Response

  Date: 08/24/2024

  Manibarathan ***********
  Address: *************************************
  ***************
  Phone: **************
  Email: ***********************************
  
  Response to your BBB complaint: 22189335
  
  Dear Manibarathan,
  
  We sincerely apologize for the inconvenience and distress you have experienced with your recent transaction, especially during your relocation to the ***. We understand how critical it is for your funds to be transferred without issues, and we regret that this did not happen as expected.
  
  After a thorough review, we have identified and rectified the issue with your transaction R70343842860. The funds have been reversed, and you should see them reflected in your bank account within one business day.
  
  To express our appreciation for your patience and to acknowledge the inconvenience youve faced, we have credited your Remitly profile with 250 CAD. This credit has already been applied as a discount to your transaction R808890574265.
  
  This is our final response to this matter. We value your trust and are committed to improving your experience with Remitly. I hope this has now resolved the matter to your satisfaction. 
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to ensure that your future transactions are seamless and satisfactory.
  
  Thank you for your understanding.
  
  Warm regards,
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22189335
  
  I am rejecting this response because:though they marked the status as cancelled..I did not get my money back to my Canadian account..I sent them the bank statements..called them multiple times 
  
  Sincerely,
  
  Manibarathan ***********

  

  Business Response

  Date: 09/12/2024

  Manibarathan ***********
  Address: *************************************
  ***************
  Phone: **************
  Email: ***********************************

  Response to your BBB complaint: 22189335

  Dear Manibarathan,

  I am writing to you in relation to the refund for transaction reference R70343842860. 

  I understand you state you have not received the refund and have sent in bank statements to show this.

  Please note that the refund was made on 29 August 2024 and the statement you submitted is up to 22 August 2024. 

  Please review your up to date statements and if you still do not have the refund, please submit a new statement. The statement can be sent to *****************************************************************.

  I regret the inconvenience caused to you.

  Kind regards

  Remitly Inc.

• Initial Complaint

  Date:08/21/2024

  Type:Sales and Advertising 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 11th 2024 I processed a money transaction through Remitly usually the transaction is less than a minute that the promised agreement to get the money delivered in minutes..on the 12th the transaction still hasnt been processed since the 12th they had not refunded nor delivered the money transaction of 700. 00 I asked every day since they keep telling my family the recipient the I should ask Remitly to cancel Remitly has consistently gave me false information I want my money refunded or delivered immediately

  

  Business Response

  Date: 08/24/2024

  ***************************** ********
  Address: **********************************************
  ****************
  Phone: **************
  ************************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  I want to sincerely apologize for the inconvenience and distress this situation has caused you. We understand how frustrating it must have been to experience such a delay, especially when you were expecting the transaction to be completed quickly.
  
  Regarding your transaction R84047592347, processed on August 11th, 2024, Im pleased to inform you that it has now been completed as of August 22nd. The delay was due to issues in our partners system, and we deeply regret any confusion or frustration this may have caused.
  
  As a gesture of our appreciation for your patience and understanding, we have added a $10 credit to your Remitly profile. This credit will automatically be applied as a discount on your next transaction with Remitly.
  
  We genuinely value your trust in us and are committed to ensuring that your future experiences with Remitly are smooth and timely. 
  
  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,
  

• Initial Complaint

  Date:08/19/2024

  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.

  My family and I are abroad in ******** at the moment. On July 5, 2024 my mother sent $966 to my bank that I attempted to transfer through Remitly, expecting to receive TZS ********* on the other end. The transfer didn't go through immediately so I assumed it would take some time. After it didn't come the first day, I assumed it would come within a couple of weeks, as this has happened in the past with profoundly less amounts of money. After about a couple weeks, the transfer status came back as delivered on Remitly, but the money never arrived. During the span of then to the present, I have contacted them (I believe) four times, but it has always been the same result. All the representative on the other end can do is contact the affiliate in ******** for a transfer confirmation. I can't talk to a supervisor, and I can't contact the affiliate myself and I have waited too long. This is way too much money they're holding that my family and I desperately need.

  

  Business Response

  Date: 08/24/2024

  *******************************
  Address: RI 02860
  Phone: ************
  Email: *************************
  
  Re: BBB Complaint ID:  ********
  
  Dear ********,
  
  We sincerely apologize for the distress and frustration you and your family have experienced during this process. We understand how critical these funds were, particularly given the circumstances, and deeply regret the time it took to reach a resolution.
  
  After a comprehensive investigation into your transaction, we have processed a full refund of $966.00 for transaction R98640042084. While the refund should already be visible in your account, please note that it may take up to 10 business days to fully process, depending on your banks procedures.
  
  We recognize the importance of these funds and regret any inconvenience caused by the delay. We appreciate your patience and understanding throughout this process.
  
  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,
  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed on Remitly on August 9th 2024 for the amount of $300.This business does not provide a warning when transferring money or a disclaimer. They refer to their terms and conditions that are hidden unless you go into depth in the app or website and read them. Un-suspecting victims of wire transfer scams and fraud are left with no way to recover their funds and the customer service workers always refer to the terms and conditions. It is obvious that scammers use this app because they know that the terms and conditions will protect their predatory activities against consumers.

  

  Business Response

  Date: 08/23/2024

  ***********************
  *****************, 
  ************, 
  TN 38017
  Email: *******************
  
  BBB Complaint # ********
  Remitly Complaint # ********
  
  Dear Tikyha,

  Greetings from Remitly. We are writing in response to your BBB complaint received on 08/19/2024 in relation to a transfer you sent for $300.

  Our understanding of your complaint:

  You mentioned that you were a victim of a scam and feel that Remitly is relying on their Terms & Conditions without providing any warning before you completed the transaction to prevent the scam.
  

  Our Investigation:

  When the account was created on 08/01/2024, you accepted the User Agreement, *********************** Terms & Conditions. I would like to outline the following clauses which are relevant to this case:

  1. THE SERVICE
  We recommend you use the Service to send money to friends and family and, therefore, you should not use the Service to send money to strangers.

  5. IMPORTANT SERVICE RESTRICTIONS
  3. Commercial Transactions. You should not use the Service to send money except to people that you know. We are not responsible for, the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk.

  Prior to submitting the transaction, a warning message was shown to you which stated, in some form:

  Do you know your recipient? If you send a transfer to a scammer, we may not be able to help you and you could lose your money

  You chose to submit the transfer and send the funds anyway.

  Based on the above information and supporting documentation, unfortunately, Remitly cannot provide a refund. As previously outlined to you, we encourage you to contact your bank and local police department if you wish to make a report. 

  I understand that this is a difficult situation for you and regret I cannot be of further assistance. 

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

  Yours sincerely
  Remitly Inc
  

  
  

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22162795
  
  I am rejecting this response because:
  

  The scammers STILL in fact are operating on your platform and scamming more unsuspecting people. Most people accept terms and conditions because they want to use the app. People are asking people to download your app and put in their information to receive funds. You are focusing so much on your terms and protections that scammers get to keep peoples hard earned money. Like I said many people are UNSUSPECTING. I hope you get your scamming issues under control before more people become victims.

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

• Initial Complaint

  Date:08/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone was stolen and accessed and over ******* dollars from my ***** Fargo Account was wired to ****** to unknown recipients that i did not authorized. I tried to dispute these matters for 8 months now and nothing has been resolved. the Bank suggested i contact Remitly to get my money returned.

  

  Business Response

  Date: 08/22/2024

  JessicaBerneice Holllins
  ********************************************
  *********************
  Phone: **************
  E-mail: *****************
  
  Re: BBB Complaint ID: ********
  
  Dear *******,
  
  I refer to your BBB complaint regarding the unauthorized transactions using your payment profile.
  
  I'm truly sorry to hear about the distress you've experienced due to these unauthorized transactions, especially following the theft of your phone. I understand how frustrating this situation must be, and I want to help guide you through the necessary steps to resolve it.
  
  You mentioned that unauthorized transactions totaling around $200,000 were processed to ****** using a Remitly profile. In order to proceed with the investigation and take further action, it is essential to follow these steps:
  
  - File a Police Report: This will officially document the theft and the unauthorized transactions. Sharing this report with us is crucial, as it will allow us to take the appropriate action on your behalf.
  
  - Dispute the Charges with ********** While I understand your concern about the potential 90-day resolution period, disputing the charges with your bank is a necessary step. Your bank has the capability to investigate these charges, and we will fully cooperate with them to expedite the process. Working directly with your bank may lead to a quicker resolution.
  
  This is our final response to this matter. We are truly sorry for the distressing situation you have faced. I assure you that we are committed to providing the highest level of service to all our customers.
  
  Should you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Thank you,
  

• Initial Complaint

  Date:08/16/2024

  Type:Billing 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 Aug 16 2024 I noticed 9 transactions from remitly. I have never used their services or had an account with them. After calling them about my concern they said they blocked the offending account and my card but are unable to issue a refund. If they can fraudulently debit my account they should have no issues debiting it. They tell me to contact my bank my bank says I'll get a response within ****************************************************************** get to work, which will result in losing my job, followed by my home......all I want is the money refunded.

  

  Business Response

  Date: 08/24/2024

  ***********************
  Address: n/a
  Phone: **************
  Email: ****************
  
  Re: BBB Complaint ID: ********
  
  Dear *****,
  
  I want to begin by expressing our sincere apologies for the distressing situation you are currently facing. I understand how incredibly difficult this must be for you, especially given the significant impact it is having on your ability to manage daily expenses and responsibilities. Please know that we are committed to assisting you in resolving this issue as swiftly and effectively as possible.
  
  We understand your frustration regarding the unauthorized transactions that appeared on your account on August 16, 2024. I want to assure you that we take situations like this very seriously, and our primary goal is to help you recover your funds and restore your financial security.
  
  While we have already taken steps to block the offending account and your card to prevent any further unauthorized activity, I deeply regret that we have not yet been able to trace the charges on our end. However, I want to emphasize that we are fully prepared to cooperate with your bank to resolve this matter with the urgency it deserves.
  
  When your bank initiates a dispute and contacts us, we will work closely with them to ensure that the situation is thoroughly investigated. Although we cannot directly issue a refund without the banks involvement, we will do everything in our power to support the dispute process and expedite a resolution. Your bank will be able to provide you with the final outcome based on the findings of the investigation.
  
  We understand how critical it is for you to regain access to your funds, especially given the severe consequences this situation is having on your daily life. Please be assured that we are here to support you every step of the way, and we are committed to ensuring that this issue is resolved as quickly as possible.
  
  In the meantime, if there is anything else we can do to assist you or if you have any additional concerns, please do not hesitate to reach out to us. We are here to help and will continue to do everything we can to address your needs during this challenging time.
  
  Thank you for your patience, understanding, and trust as we work to resolve this matter.
  
  Sincerely,
  

  Customer Answer

  Date: 08/24/2024

   
  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:08/11/2024

  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 May 31, 2024 I transferred $323 to what turned out to be a scammer who happened to steal my money and not provide services. I immediatly (within minutes ) initiated a chat with a representative with Remitly. Through chat that rep informed me, the transfer had already been completed, I needed to contact my bank. On May 31, 2024 I filed a dispute with *********** with contact made I recieved a VM on June 27, 2024 from a representative from Remitly asking me to return the call, as they had recieved the dispute from my bank. On June 28, 2024 I returned the call to , my call was initiated at 10:38 am CST - in total **************************************** to another line, I spoke to a man who told me, that if I wanted my $323 back, that he would need to " suspend my account with **********************, he only was willing to do so once I told him, I had already filed this dispute with my bank. I told him, fine, suspend the account, *** never had a need to use Remitly and after this experience i never will again. He assured me I was going to be retunred the $323. THAT DIDNT HAPPEN. He did suspend my account, so I wasnt able to pull my prior chat for reference, or start one about where my refund is. No- Remitly did not return my money. Instead I recieved a response from my bank, and eventually a copy of Remitly provided to Chase as a response to my dispute. A copy of the **** agreement. Basically taking on no liability for services not renederd. For scammers taking my money, I wonder if the scammers still have Remitly accounts. ********************** believes they should not be held accountable because per their user agreement, we should only send money to friends and family. Yet Remitly you are paid a service fee, you are hiding behind a vail, that will land you bankrupt.A copy of this complaint will also be sent to *********** Remitly, return my $323 and I would highly suggest if the merchants involved in this transction, still hold active accounts with you ********************** , maybe explain why.

  

  Business Response

  Date: 08/12/2024

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

  I hope this message finds you well. This is our final response to this matter.
  

  We are writing to address your claim regarding the $323 transfer made on May 30, 2024. We deeply regret any inconvenience and distress this situation has caused you. We attempted to reach you today but did not receive a response.
  

  After reviewing your initial interaction with one of our customer service associates, we understand that misleading information was provided when promising a refund. According to our User Agreement and policies, this was not possible. Nonetheless, we are taking responsibility for this mistake. 
  

  As a result, we have issued a full refund for your transaction R30565982255 to the bank account associated with your card ending in 4593. The refund should be received within the next 5 to 10 business days.
  

  However, the status of your account will remain unchanged as our service was used for commercial purposes, which goes against our policies. These policies are in place to prevent situations like fraud and scams.
  

  We appreciate your patience and understanding as we resolve this matter. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  

  Regards,

  Customer Answer

  Date: 08/15/2024

   
  Better Business Bureau:
  
  First things first- Remitly has FINALLY returned the $323 that I was scammed out of on the Remitly platform. A platform I never used, never intended to use, BUT  the scammer has an account on *********************** platform, which I guarantee the scammer still has. Nearly 3 months fighting for my money to be returned and it takes a complaint to the BBB for it to get returned 80 plus days after being scammed. Dont worry Remitly- I wont ever use your services again your user agreement, and your inability to protect a customers funds while handling transfers- no thank you. Bbb - Remitly it would be ideal to have Remitly investigated and see if the accounts once held by scammers with Remitly are still active.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2024

  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 8/1/2024 I sent money to a trusted travel agent. I had to send the payment in 2 transactions because Remitly changed the rate initially advertised in the middle of the transaction. I contacted them to request that they honor the exchange rate and send the correct amount. After a ***** minutes conversation they gave me a $10 credit to start a transaction and send the money needed to cover the payment to the travel agent. Remitly quickly withdrew the funds from my account and notified me that the money was delivered. The travel agent called today stating that the money was not deposited in their account. I called ********************** today and confirmed the ***** (account number) was accurate and they confirmed it is. They said they have to investigate their partner bank in ****** and refused to returned my money. They said it will take several days, at least 3, for them to investigate. This may cause us to lose our tour as the deadline to pay was Friday, 8/2/2024

  

  Business Response

  Date: 08/11/2024

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

  Thank you for bringing this matter to our attention. This is our final response regarding this issue.
  

  As confirmed in our recent interaction, I am pleased to inform you that the travel agent has clarified the funds were deposited correctly on the same day you sent them. There was an initial oversight with the account balance information, which has now been rectified.
  

  Regarding your concerns about the exchange rate during the transaction, I understand the frustration this has caused. We have taken your feedback seriously and credited $10 to your account as compensation for the inconvenience. Additionally, our team of programmers is actively investigating the exchange rate discrepancy to ensure similar issues do not occur in the future. Please note that once a transaction is initiated, the exchange rate is locked and does not change unless the transaction is not completed.
  

  We acknowledge the time and stress you experienced are invaluable, and we sincerely apologize for any inconvenience caused. Our goal is to provide a seamless and positive experience for all our customers, and we regret that this situation did not meet those standards.
  

  Please be reminded that Remitly takes full responsibility for our customers' hard-earned money, provided the service was used in accordance with our User Agreement. Commercial transactions cannot be guaranteed by us. Entering into this type of transaction is at your own risk, and we are not liable for the outcome or any losses that may arise. Our service should not be used to send money to people you do not know, and we are not responsible for the quality or delivery of any products or services paid for using our services.
  

  If you have any further concerns or need additional assistance, please do not hesitate to contact us. Our customer service team is available 24/7 in both English and Spanish and can be reached through www.remitly.com/help.
  

  Thank you for your understanding and for allowing us the opportunity to resolve this matter.
  

  Best regards,

  Customer Answer

  Date: 08/13/2024

  Good morning, *****, 
  
  ******** received the $27,807.92 MXP, the first transaction. 
  
  The second transaction for $371 MXP has not been paid. 
  
  Can you please follow up with your  associates in Mxico and let me know why they have not deposited it?
  
  These transactions were not paid as Remitly promised. 
  
  Thank you. 
  
  ****

  

  Business Response

  Date: 08/20/2024

  Dear ****************************
  
  I am writing to you in relation to the BBB complaint you filed (ref ********) regarding the transaction (ref 67313171244). 
  
  You have stated you sent a transfer to ****** for $20/371 MXN on 08/01/2024 but the recipient has not received the funds.
  
  As requested, our partner in ****** has been contacted. The partner has confirmed that the funds were successfully transferred into account ending 7727. Please ask the recipient to check their account again and if they still have not received the funds, please send a bank statement to help us with our investigation. The bank statement can be sent to *****************************************. 
  
  If you have any further concerns or need additional assistance, please do not hesitate to contact us. Our customer service team is available 24/7 in both English and Spanish and can be reached through www.remitly.com/help.
  
  Thank you for your understanding and for allowing us the opportunity to resolve this matter.
  
  Best regards,
  
  Remitly Inc.
  
  

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the money delivery resolution was satisfactory. However, they still need to look into the abrupt change in the exchange rate in the middle of the transaction and ensure this never happens again to any of their customers. 

  It was very hectic to receive confirmation of the delivery; I believe their process can improve.

  Thank you so much for your prompt response and for all you do!

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