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:08/03/2024

  Type:Customer Service 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.

  The blocked my access. They lied. At some point they said they reestablished my account to be able to send money. However, is not true. They blocked the access to send money. They lied. Worst service ever.

  

  Business Response

  Date: 08/08/2024

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 3, 2024. We appreciate your patience while we investigated this matter.

   In your complaint, you mentioned that Remitly informed you that your account was reactivated to send money. However, when you attempted to do so on March 15, 2024, you were unable to send money due to account restrictions. Following your suspension appeal, we informed you on multiple occasions that we could not reactivate your account due to a violation of our User Agreement. This was also communicated in our response also to the Better Business Bureau in March with reference number 21461582.

  To ensure a safe and reliable service for all our customers, we must enforce our User Agreement. Sometimes, this requires us to make challenging decisions regarding customer profiles. According to the User Agreement, specifically:
  
  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 apply to individual or linked accounts. We reserve the right to modify or discontinue any part of the Service at any time.
  
  We reviewed your account and found it did not meet our security measures or comply with our User Agreement terms, leading to its closure. This decision was confirmed upon receiving your complaint. Regrettably, we cannot reinstate your account. Please understand that this decision is final based on our policies and procedures and is not personal.
  
  We apologize for the inconvenience and thank you for your understanding.
  
  Best regards,

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22086892
  
  I am rejecting this response because: they are not solving nothing. They don't want to reactivate my account. Worst service ever.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2024

  Type:Order 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 on 12th July and canceled on 13th. I got a message that money will be refunded in 10 business days. I called them on around 27th or so and got 1 st email that my money will be deposited on 29th. I checked my account on 29th and it didnt get deposited. I called again they said and also emailed to me that money will Be deposited on 1st August and that also did not happen. Everytime they ask me my bank statement and I send them. On August 1st when I had a chat they again asked for bank statement and the latest I had was until July 14th and I called the bank for latest statement and they could not provide me. I have been with Remitly for years now and made hundreds of transactions and their customer service is the worst. I have proof of the chats and also the emails that they promised my money will be deposited $361.35 in my bank account on 1st August which never happened

  Customer Answer

  Date: 08/03/2024

  Please close the below issue as it has been resolved. 

  

  Business Response

  Date: 08/03/2024

  *****************************
  *******************br>*****************
  Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear *******,
  
  I hope this message finds you well.
  
  I am writing in response to your concern about not yet receiving the refund for transaction R28413190545. I understand how important it is for you to have clarity on this matter.
  
  You submitted the transaction on the 12th of July and canceled it yourself later the same day. Immediately, we recalled the refund request. We have verified in our system and are not holding any funds for the transaction, so your money should be reflected in your bank account. We recommend you check directly with your bank or review your bank statement. It could happen that you see the refund, or the charge may simply vanish as if you were never charged for that transaction.
  
  When a refund is issued for a transfer paid with your checking account, the process can take up to 10 business days to complete. Heres why:
  
  Bank ***************** When a refund is initiated, it goes through multiple stages within the banking system. The initial stage involves Remitly instructing our bank to process the refund. Our bank then communicates this request to your bank. Each of these steps involves internal processing times that can add up to several days.
  
  Inter-Bank Communications: Refunds to checking accounts often involve inter-bank communications that can be slower. This includes verification and reconciliation processes between the two banks to ensure the correct amount is refunded to the right account.
  
  Batch Processing: Banks typically process refunds in batches, not in real-time. This means your refund request might be queued with other transactions and processed in the next available batch, adding to the overall time required.
  
  You should start counting the 10 business days from the date we promised the funds would be delivered, as this is when we expected to receive the funds. Once updated in our system, the refund process would have started. Therefore, you should have seen the refund no later than the 1st of August.
  
  We noticed the screenshot you shared from your bank app, but please be aware that these updates can take longer to reflect. This could be why you are still unable to trace the funds as a positive balance.
  
  If you have any further questions or need additional assistance, please feel free to reach out to us. We appreciate your patience and understanding.
  
  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.
  
  Thank you for choosing Remitly.
  
  Warm regards,

• Initial Complaint

  Date:07/31/2024

  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.

  My name is *************************** and on July 3rd someone stole my information and sent 3 separate payments to a company called Remitly. I called Remitly straight away when I saw the first charge of $300. While I was on the phone with them trying to see what was happening 2 more charges of $300 and $200 were taken out of my venmo debit card. I called venmo and suspended that card. I got notified July 29th that my disputes were denied. Ive called Remitly numerous times and they told me that their investigation was unauthorized stolen account. They also said no one from venmo even contracted them to try and figure this out. I would like to have these disputes refunded.My phone number is ************ Thank you for helping.***************************

  

  Business Response

  Date: 08/01/2024

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

  Thank you for reaching out to us regarding the unauthorized charges on your Venmo debit card. We understand how distressing this situation must be for you and appreciate your patience as we work to address your concerns.
  

  We would like to assure you that we have located the fraudulent account used for these transactions and have suspended its access to prevent any further unauthorized use. We take such matters very seriously and prioritize the security of our customers.
  

  Upon investigating the transactions, we found that all three charges were 3DS verified. This means that the payments were authenticated as authorized by the owner of the payment method at the time they were processed. Due to this verification, the charges went through successfully, and we are unable to process any refunds directly as all transactions were completed.
  

  Given the circumstances, the appropriate course of action would be to pursue this matter directly with your bank. They are equipped to initiate a dispute process and work with us to resolve such issues. Once the bank initiates the dispute, we fully cooperate to provide any necessary information to support the investigation.
  

  However, it has come to our attention that your Bank has denied your disputes. This might be due to certain policies and restrictions related to such incidents. We recommend that you continue to push for a review of your case with them, as sometimes a different outcome can be achieved upon further consideration.
  

  Additionally, we strongly advise you to file a police report regarding this incident. This can provide further documentation and support for your case with your bank.
  

  Thank you for trusting Remitly. If you have other concerns, please visit www.remitly.com/help where you can find answers to common questions or contact us directly. Our **************** Team is available 24/7.
  

  Kind regards,

  Customer Answer

  Date: 08/01/2024

  In response to the email I received from you, Im writing to let you know that the issue is still not resolved. In the Remitly response, it states that the three payments were authenticated by the owner of the payment method. As I stated earlier, I had nothing to do with any of these charges, and in fact, three accounts were set up with false information. I had called Remitly  straight away when the first charge came in and while I was on the phone with them, two more charges were taken out. Please let me know if you need any more information from me so I can receive a refund on these three charges.
  Thank you,
  ***************************

  

  Business Response

  Date: 08/04/2024

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

  This is our final response to this matter.
  

  Thank you for your response. We understand the frustration and concern that comes with these unauthorized charges, and we appreciate your prompt communication regarding this matter.
  

  Upon thorough investigation, we have confirmed that the three charges in question were 3DS verified. This verification process ensures that the payments were authenticated as authorized by the owner of the payment method at the time of the transaction. Due to this stringent verification, we are unable to process refunds directly, as all transactions adhered to established payment security protocols.
  

  We advise you to continue working with your bank to dispute these charges, especially since you have stated that the 3DS verification did not come from you. It is important for your bank to evaluate this discrepancy as part of their investigation. While we understand that your initial disputes were denied, persistence and additional documentation, such as a police report, *** help in reconsidering your case. Your bank is equipped to handle disputes of this nature and can initiate a more detailed investigation.
  

  Although we cannot issue a refund directly at this time, please be assured that we will fully cooperate with your bank and law enforcement to provide any necessary information to support their investigations.
  

  We appreciate your understanding in this matter. If you have any further questions or need assistance, please do not hesitate to contact our **************** Team, available 24/7. You can also visit www.remitly.com/help for answers to common questions.
  

  Best regards,

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22073911
  
  I am rejecting this response because:
  
  I whole heartedly reject the business response as it is clear that the verification process bragged about, is broken and not working. Three separate fraudulent accounts were setup with different email addresses. Only one had my correct address. As soon as I was notified of the fraudulent charge I was on the phone with your customer service disputing the claim. Literally, while being slow rolled by your customer service, two additional charges were processed with false emails. Instead of putting a hold on the account during my complaint, two additional charges were processed during the call. 
  

  Its very apparent the loose criteria used to allow account setup and subsequence verification are not working. The company needs to own their internal issues and make right the credit to my account of $800.00 for the three separate erroneous transactions of $300, $300 and $200.

  Please resolve this situation and issue the credit as soon as possible so we can all move on.

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

• Initial Complaint

  Date:07/31/2024

  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 sent a payment and canceled it with support due to it being the wrong type of payment. They confirmed the cancellation and started processing it. I thought everything was fine, then 2 hours later, I got an email saying the payment went through! Now I'm down $700 because they lied to me and said the payment was canceled. I took it up with my bank and they said to speak to the merchant first. Remitly support admits to it being canceled, then goes through. This company moves very shady and I want my money back ASAP.

  

  Business Response

  Date: 08/01/2024

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

  We have tried to contact you using the phone number associated with your account, but after two attempts we were unable to reach you. We understand the importance of your case, and we are here to address your concerns.
  

  We thank you for bringing your concern to our attention. We understand your frustration regarding the recent transaction and appreciate the opportunity to clarify the situation.
  

  We have reviewed your case in detail. You initially requested to cancel the transaction R51238608228 because it was made with the wrong payment method while the transaction was in a "Pending Partner Response" status. Our associates informed you that cancellation was not guaranteed at that stage, but we submitted the request on your behalf. As our system processes transactions in real-time to ensure prompt service, we are limited in our ability to intervene or reverse transactions once they are completed, about to be paid into the recipient's account.
  

  Later on, when you mentioned that the transaction was related to fraud as you were scammed, we understood your concern and informed you accordingly that despite our efforts to cancel the transaction, it was completed. The notification we sent indicated that the cancellation request was in progress, but it did not confirm or guarantee that the cancellation would be completed.
  

  We regret any confusion caused by this. However, the initial advice provided indicated that cancellation was not guaranteed. We prioritize the security of our customers' hard-earned money when our services are used in accordance with our User Agreement. Unfortunately, the nature of your transaction falls outside the scope of our guarantees. Our services are not intended for sending money to unknown parties, and such transactions are conducted at your own risk. Remitly cannot be held liable for any losses incurred or for the non-delivery of products or services paid for through our platform.
  

  Following your report, we received a dispute request from your bank. Our Fraud and Dispute team is currently working on this investigation. As it remains pending, you will receive the outcome directly from your bank.
  

  Given the circumstances and our internal findings, we must inform you that we cannot issue a refund for this transaction. While we acknowledge that the situation has been difficult for you, we never assured a cancellation. Since the transaction was completed and paid, and considering that you were sending funds for commercial purposes, we are not liable for any loss.
  

  We recommend that you report this scam incident to your local authorities to ensure an investigation is conducted.
  

  Thank you for your understanding and cooperation. If you have any further questions or need additional assistance, please feel free to contact us directly.
  

  Best regards,

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22072027
  
  Thank you for your detailed response. I appreciate your efforts to address my concern regarding transaction R51238608228.

  
  However, I must express my dissatisfaction with the outcome. While I understand your systems limitations and the nature of the transaction, I feel that the response provided does not fully address the gravity of the situation, particularly in light of the fraudulent nature of the transaction.

  
  The initial advice about the uncertainty of cancellation did not fully convey the urgency or potential for recovery given the fraudulent circumstances. The email given to me confirming cancellation did not say it was in progress, it said it was already cancelled and my refund would be given in a few days. It would have been beneficial if there was more proactive communication or guidance on steps to take in such situations, beyond the scope of cancellation.

  
  As you mentioned, my banks Fraud and Dispute team is involved, and I hope for a resolution through their investigation. Meanwhile, I still find it necessary to escalate this issue due to the substantial financial impact it has had.

  
  I will be reporting this incident to the relevant authorities, as advised. However, I believe it is crucial for your company to revisit this case with a more accommodating approach, considering the exceptional nature of the issue.

  Thank you for your attention to this matter. I look forward to any further steps you may suggest or additional assistance you can provide.
  
  Sincerely,
  
  Nas

• Initial Complaint

  Date:07/24/2024

  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 paid a ANBI HAIR, a merchant using remitly service $900+ dollars in May for human hair goods. The goods were never received. I am at a loss for $900+ dollars. I would the funds to be returned to me, in the form of a refund. I attached the invoice. I had even left the rep a tip. Never received and i placed this order in the middle of May Today is july 24th. I have been scammed by a vendor that regularly uses Remitly to collect payments from consumers. I would like a refund please. Please do the right thing, as there is a business using your services to do the wrong thing. Thank you kindly

  

  Business Response

  Date: 07/25/2024

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

  Dear Crystal,

  I trust this email finds you well. I wish to express my sincerest apologies for any inconvenience you may have experienced.

  I am writing in response to your report regarding transaction R86817082891 in the amount of $925. You mentioned that this commercial transaction was to pay for hair services, but unfortunately, it turned out to be a scam.

  As a reminder, "We do not recommend you use Remitly to send money to people you have not met in person, or to pay for goods or services as doing so can expose you to potential scams, and we are not responsible for the quality or delivery of any goods or services. If you choose to do this, you accept it is at your own risk and that you may lose your money."

  Upon reviewing the case, we noticed that you reported this incident to your bank and initiated a dispute process. The funds were reversed to you, but the investigation with the bank is ongoing, and they will provide you with the final resolution. Additionally, we have taken the necessary steps to prevent this individual from continuing these fraudulent practices.

  We apologize for any inconvenience this situation may have caused and appreciate your understanding.

  This is our final response to this matter. We are committed to providing the highest level of service to all our customers. Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.

  Thank you for your understanding

  Warm regards,

• Initial Complaint

  Date:07/17/2024

  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.

  I sent money to the ****************** using Remitly. I sent $2000 to a company. The company says the recipient never received the money. When I contacted Remitly they said someone already picked up the money. Then later they ask to see the bank statements for the recipient, the dollar account and the dominican pesos too, I sent Remitly both, showing the money never was received by the recipient and now they tell me because I sent the money in dollars to a dominican pesos account they don't know what happened to the money. They cant even do a reversal, and telling me to call the recipients bank, the recipients bank have no deposit. and I have been dealing with this since August 25, 2023 and there has been no resolution. I need to know where my money went. Remitly is not helping me at all they just tell me the money is lost and they have no idea where its at. The account number that it was sent to is correct but the money was never received and they cannot tell me where it went. Please

  

  Business Response

  Date: 07/24/2024

  ***********************
  5962 linnet st
  *******************
  Phone: **************
  E-mail: *********************
  
  Re: BBB Complaint ID: ********
  
  Dear *****,
  
  We refer to your BBB complaint regarding transaction R55409904121, submitted on August 25, 2023, to ******************* Sas in the ******************, totaling $2000.
  
  Complaint Understanding: You reported that on the 25th of August you sent the transaction R55409904121 in the amount of $2000 to a company in the ****************** using Remitly, but this never reached the receiver's bank account.
  
  Customers Request: You wanted to know where were the funds for that specific transaction.
  
  Summary and Findings:

  On the 25th of August 2023 you submitted the transaction R55409904121 to the ******************* Sas in ****************** totalling a full amount of $2000.

  On January 31, 2024, you contacted us for the first time to report that the funds for the mentioned transaction were not received by the recipient. We immediately initiated an investigation and contacted our disbursement partner in the ******************, who confirmed that the funds had been deposited. We relayed this information to you.

  Given the conflicting information, we requested your receivers bank statements. You provided statements for both the dollar and Dominican pesos accounts. Upon reviewing these, we were unable to locate the funds for the transaction. On July 16, 2024, we communicated our resolution to you, but you were not satisfied as we found no evidence that deemed a reversal necessary.

  Following your continued concerns, we reopened the investigation and contacted our partner bank again, this time specifically requesting a reversal of the funds. Today, they confirmed the annulment of the deposit, and the funds were made available to you. Subsequently, you decided to cancel the transaction, and you can expect to see the $2000 refunded to your bank account within the next 10 business days.

  We sincerely apologize for the inconvenience and the time it took to resolve this matter. We appreciate your patience and trust in our services.

  As a reminder, we strongly advise you that we do not recommend you use Remitly to send money to people you have not met in person, or to pay for goods or services as doing so can expose you to potential scams, and we are not responsible for the quality or delivery of any goods or services. If you choose to do this, you accept it is at your own risk and that you may lose your money.

  Conclusion:

  - You have been refunded the full amount of $2000 for transaction R55409904121 as of July 24, 2024.
  - You should see the refund in your account no later than August 7, 2024".
  - We have provided you with information about commercial transactions to help avoid similar issues in the future.
  
  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,
  
  Remitly Inc.

• Initial Complaint

  Date:07/17/2024

  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.

  On 7/18/2024 I received notification from my bank, ******************* of **********, ** requesting that I replay yes or no regarding whether I "used my debit card ending {my last four digits} RMTLY B6A7F, $499.00," I responded "NO" because i did not do this transaction, have never even heard of this company, nor did I ever request $499.00 for any reason. I then checked my bank account and saw this debit, PURCHASE-SIG RMTLY* PDA25 ******* WA ******** 585675-499.00. I did not request this debit, I have never even heard of this company, nor did I request any money, or purchase anything from this company, nor from any other company. I filed a dispute with my bank, who called the company, but they wouldn't talk to my bank and me on a 3 way conversation and said I had to call the company. So, my bank told me to call the company, then call them back. I called the company insisting they refund my money, and they said it would take up to 4 days to get my money back. I can't afford to be without my money. Horrible company.

  

  Business Response

  Date: 07/18/2024

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

  I hope this email finds you well.
  

  We appreciate you bringing the recent fraudulent activity involving your personal information to our attention. We understand how alarming this experience can be, and we are here to help guide you through securing your information and preventing future incidents.
  

  Our investigation has confirmed that the fraud profile created in your name has been suspended, ensuring that no further unauthorized use can occur. Additionally, the transaction you reported was not completed, as you did not authorize the payment with your bank. However, there was another attempt that was 3DS verified and thus successfully completed. Unfortunately, we are unable to process a refund for this transaction as it has already been settled. We recommend contacting your bank to initiate a dispute process to try to recover your funds.
  

  We have taken the appropriate actions to prevent this from happening again. To help you safeguard your information and stay alert for similar incidents, we recommend strong and unique passwords for all your online accounts. Keeping a 2FA can enable you wherever possible to add an extra layer of security. Be cautious of unsolicited emails, messages, or phone calls requesting personal information. Always verify the source before responding. Keep sensitive documents, such as bank statements, passports, and social security cards, in a safe place and shred any documents containing personal information before discarding them.
  

  In addition to this fraudulent activity, it is crucial to contact your bank immediately to request a replacement for your compromised card. This step ensures that no further unauthorized transactions can occur. Regularly monitor your bank and credit card statements for any suspicious activity, and report any unauthorized transactions to your bank immediately. Also, we recommend filing a police report for further investigation into this matter. This can provide an official record of the incident and may assist in preventing future occurrences. 
  

  We are grateful that your bank was able to intercept the fraudulent transaction and stop the funds from being transferred. If you have any further concerns or need assistance, please do not hesitate to contact us.
  

  Thank you for your attention to this matter. We are committed to helping you safeguard your information and ensuring your security.
  

  Best regards,

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date if the Transaction: Jul 7, 2024 Nature/Commitment : Transfer of money from my US ********** Account to ********** of India (SBI)Dispute : The transaction shows completed at Remitly Website but was never completed.Details provided by Remitly Customer Support : ************************* support repeatedly said that their Indian partner bank is YES BANK and the reference transaction number : YESB41946854510 and transaction is completed.2) I used my internal contacts at YES BANK to find out that the money is still with YES BANK and cannot be completed as it shows invalid account/amount ( not clear what is exactly invalid). Infact YES BANK representative said they have initiated an email to REMITLY to refund the amount.3) When I shared this information with Remitly support on July 14 , they said following will happen: they will ask YES BANK to refund the amount -> Transaction status will change on remitly portal -> then I can cancel the transaction and get the refund.However no such change of status has happened on remitly portal and I am disappointed of their insincere efforts towards this. First I had to use internal contacts to find out the actual transaction status and now for refund also I have to run rings around their customer support which is not fair.

  

  Business Response

  Date: 07/18/2024

  *********************
  ********************************************;
  **********************
  Phone: (213) 649-796
  E-mail: **********************

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

  Dear ******,

  Thank you for your patience and for bringing this matter to our attention.

  I wanted to address your concern regarding transaction R15403259941. You reported that you did not receive the funds and that the bank informed you they had reversed the funds to us, yet no resolution had been provided from our side.

  Upon reviewing our tools, I found that Yesbank had indeed reversed the funds. I contacted you to discuss the matter, and you decided to cancel the transaction. As a result, a full refund of $5,828.82 was issued on the 17th of July. I informed you that the refund should be reflected in your bank account within the next 10 business days from the cancellation date.

  
  As a token of our appreciation for your patience and understanding during this process, we have applied a discount of $100 to your account.
  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,
  Remitly Inc.
  
  *********************
  *******************************************************************************************************
  Phone: (213) 649-796
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear ******
  
  Thank you for your patience and for bringing this matter to our attention.
  
  I wanted to address your concern regarding transaction R15403259941. You reported that you did not receive the funds and that the bank informed you they had reversed the funds to us, yet no resolution had been provided from our side.
  
  Upon reviewing our tools, I found that Yesbank had indeed reversed the funds. I contacted you to discuss the matter, and you decided to cancel the transaction. As a result, a full refund of $5,828.82 was issued on the 17th of July. I informed you that the refund should be reflected in your bank account within the next 10 business days from the cancellation date.
  
  As a token of our appreciation for your patience and understanding during this process, we have applied a discount of $100 to your account.
  
  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,
  
  Remitly Inc.

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  

  Yes, The resolution was provided yesterday on call and I confirm that the issue NOW stands resolved.
  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:07/16/2024

  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 two different dates (most recent Sunday 7/14/24) Remitly allowed someone to utilize my credit card for online transfers to someone in the *********** to someone named ***************************** (Transfer # R81 241 498 739 and one other on 7/9/24) without requesting my authorization or sending an email to my actual email address. One day prior, I had my wallet stolen and someone clearly utilized my stolen card to make these transfers (totaling $95.00 USD) and Remitly did not verify these accurately. The email used for these is not my valid email (they used an old email of mine), and I am unable to reach Remitly by phone!As I did not make or authorize these transfers I request an immediate refund of my funds IN FULL of $95.00 USD to my card used, ending 0080. Please contact me urgently from REMITLY SENIOR MANAGEMENT prior to further grievances and civil action.

  

  Business Response

  Date: 07/19/2024

  *****************************
  CA 90814
  Daytime Phone: **************
  Email: ******************
  
  Date: July 19, 2024
  Re: BBB #********
  
  Dear *****************************,
  
  We are responding to the complaint received from the Better Business Bureau on July 16, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you stated that Remitly allowed someone to use your credit card for unauthorized transfers to ***************************** in the ***********, with reference number R81241498739 and another on July 9, 2024. You mentioned that your wallet was stolen the day before, and the thief used your card to make these $95 transfers. You highlighted that Remitly did not properly verify these transactions. Additionally, the fraudster used your old email address, and you have been unable to reach Remitly by phone.

  The experience you described in your complaint must have been very distressing for you. We take these matters very seriously and are committed to assisting you through this challenging time. I have conducted a thorough review of your complaint and have outlined my findings below.

  Our review identified a Remitly account associated with the email address ********************** Upon investigation, we found that two transfers were submitted from this account between July 9, 2024, and July 14, 2024. Both transfers were completed successfully. When we spoke, you confirmed that this is your email address. 
  We regret to inform you that we cannot process a refund for a completed transfer. We understand this may not be the outcome you were hoping for, and we apologize for any inconvenience this may cause.

  To prevent similar incidents from occurring in the future, we have suspended the account associated with this activity. In order to address the issue of the unauthorized charges, we would ask you to report this to your  immediately and ask them to  dispute the charges on your behalf. Once we receive the dispute from your bank, we will fully cooperate with their investigation to resolve the matter.

  Your security and satisfaction are our top priorities, and we are committed to taking all necessary steps to protect your account and prevent any further unauthorized transactions.

  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: 07/19/2024

   
  Complaint: 21996458
  
  I am rejecting this response because:

   

  I have demanded to speak with Remitly Chief Executive ******************************* as a result of this egregious mistreatment and refusal to refund my money for unauthorized charges. As a bank dispute would take upwards of 90 days to complete, I once more request immediate escalation of my complaint and refund of these unauthorized charges prior to a formal complaint with the following:

   

  I. Federal **************** (FTC)

  II. California Attorney General 

  III. ****************** Protection Bureau

  IV. Local media (10NBC) Consumer Investigative reporters to aid in this matters full and final immediate reoslyirom and to ensure all future consumers are aware of Remitlys abusive practices.

   

  Thank you kindly in advance for your urgent escalation and refund of these unauthorized charges, prior to all aforementioned actions. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/15/2024

  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.

  Made transaction with them on July 11th, 2024 for $159 to be sent to Gcash for pickup by the receiver. I entered the incorrect phone no for the receiver. The funds are just sitting around at Gcash.Remitly stated to me this issue would be resolved in ***** hours for a refund but it has not. They keep telling me to call back ***** hrs with no results. Ive been long time customer of theres and they are reluctant to resolve this matter

  

  Business Response

  Date: 07/17/2024

  ***************************
  ******************************, 
  **********, ** 36066
  Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  Thank you for your patience and for bringing this matter to our attention.
  
  I understand that you made a transaction on July 11th, 2024, for $159 to be sent to Gcash for pickup by the receiver. Unfortunately, an incorrect phone number was entered for the receiver, causing the funds to be stuck at *****. You were informed that this issue would be resolved within ***** hours, but it has taken longer than expected, and for this, we sincerely apologize.
  
  I'm pleased to inform you that after our concerted efforts to recover the funds with our partner bank in the ***********, we have received a positive response. As per your request, we have successfully resent the transaction with the correct receiver details you provided.
  
  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,
  
  Remitly Inc.
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21994224
  
  I am rejecting this response because:

  Same Error occurred. This need to be sent the receiver for cash pickup

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

  

  Business Response

  Date: 07/25/2024

  ***************************
  606 McQueen Village Road Apt G, 
  **********, AL 36066
  Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,

  Thank you for your patience and for bringing this matter to our attention.
  
  We were calling to assist you because you rejected our previous response. You mentioned that everything was resolved; however, we are not able to provide further context because it's unclear if this is related to a new transaction. We attempted to call you, but you said you were not available to speak.
  
  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,

  Customer Answer

  Date: 07/25/2024

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