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:06/08/2025

  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 June 6, 2025, $761.00 was debited from my account. It was an ACH Debit to/for/from Remitly ****************** When I contacted Remitly by phone on June 7, 2025, after they asked me to provide the last 4 digits of my checking account and the last 4 digits of my debit card, they told me they were unable to locate the transaction.

  

  Business Response

  Date: 06/10/2025

  ****** *******
  NY  10016
  Daytime Phone: ************
  Email: ***********************************
  
  Date: 06/10/2025
  Re: Complaint Number 23440724
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 09, 2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported an unauthorized charge of $761.00 you noticed on June 6, 2025. You mentioned that the charge appeared as an ACH debit from Remitly ****************** and that when you contacted us by phone on June 7, 2025, we were unable to locate the transaction after requesting the last four digits of your checking account and debit card.
  
  We understand how concerning this must be, and we regret to know that your bank account information may have been compromised.
  
  We appreciate you providing all the details in an effort to help us locate the charge. However, after a thorough investigation, we were unable to identify any account or transaction associated with the information provided. In cases like this, where critical details such as a registered account name, email address, or transaction reference number are unavailable, we recommend filing a chargeback request with your bank. The process is as follows:
  
  -Once you initiate a chargeback, your bank will submit it to Remitly.
  -Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  -If the chargeback is valid, the funds remain with you. 
  
  Lastly, if you suspect that you are a victim of identity fraud, we encourage you to seek assistance from your local law enforcement agency.
  
  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:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Remitly to send a transfer of $500 from my U.S **** account to my ******************* account ************* on 30 March 2025, using my Mastercard ending in 3953 and money was expected to be available 08 April. This transaction has Reference No. R57 648 451 670 and is marked Completed, but the funds never arrived. I contacted Remitly support three times. Each time, I was told I likely entered the wrong account number. However, I carefully reviewed the information I submitted including the account number, account holder name, and the last four digits of the account number were all correct. I asked them to explain how exactly I entered the account number incorrectly, but they said they could only see the last four digits and couldnt verify the rest. Notwithstanding this shortcoming, yet they continued blaming me without providing proof. When I asked how the transfer could be marked Completed if the account number or name didnt match, they said that if the account number I mistakenly entered happened to belong to someone else at that bank, the money could have been deposited there. I am so disappointed with that explanation as it doesnt make sense. I provided correct account number, account name, and bank address, which should have prevented a mismatch from going through. They also said they would contact their partner bank in ******** and follow up in two business days, but Ive received no update. Now Im being told I may not recover the funds.I am writing to request a full investigation into the destination of the missing funds for completed transaction through Remitly (Reference No. R57 648 451 670), including confirmation of the exact account number used in the transfer. If the funds were sent to the wrong account, I expect ********************** and their partner bank in ******** to take responsibility, either recover the funds or issue a full refund.

  

  Business Response

  Date: 06/12/2025

  Said R. Nyenge
  *********, MD  20852
  Daytime Phone: **************
  E-mail: ***************************

  Date: June 12, 2025
  Re: Complaint BBB# ********

  Dear ****************************** from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 5, 2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported non-receipt of your funds due to an incorrect recipient account number.

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.
  
  Our Investigation
  On March 30, 2025, at 1:01 PM Pacific Time, you initiated a money transfer of $500.00 to ******** under reference number R57648451670. The transaction was completed on April 2, 2025, at 1:04 PM Pacific Time.
  

  During our correspondence, you confirmed that the funds were mistakenly sent to an incorrect account number. Please note that ********************** is a digital remittance service and does not have direct access to bank accounts. Once a transaction is confirmed by the sender, it cannot be canceled unless our partner agrees to reverse the transfer.
  
  Action We Took
  Upon receiving your report, on April 15, 2025, we promptly contacted our partner in ******** to request a possible reversal of the funds. However, please note that reversal requests are not guaranteed. Once a transaction has been forwarded for processing, cancellation is no longer possible unless our partner agrees to reverse the transfer.
  While Remitly partners with reputable financial institutions, we do not have direct oversight of their operational procedures or the internal processes of their downstream partners.

  Our partner has confirmed that the transfer was successfully paid out, and as a result, a reversal is no longer possible. We regret to inform you that we are unable to issue a refund, as the transaction was processed and completed based on the information you provided at the time of transfer.

  To help prevent similar issues in the future, we have removed the recipient from your contact list. You are welcome to re-add the recipient at any time, ensuring all details are accurate.

  A separate update regarding your concern was sent to you via email.

  Recommendations:
  At Remitly, we are committed to providing a secure and reliable service. To avoid similar issues in the future, we recommend the following:
  
       Carefully review all recipient details before confirming any transfer.
       Ensure the recipient's bank account number and name match exactly, as outlined in Section 6.5 of our User Agreement.
       Keep in mind that once a transaction is completed, it is final and cannot be reversed.

  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:06/04/2025

  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 5/23/2025 I send money to ****** 1000 and they were going to recieve in 20 minutes on 5/23/2025, they have not recieved anything till today 6/3/2025, I cancelled transaction they were going to refund me they havent I just heard from my bank they tryed to take another 1000, but bank denied it

  

  Business Response

  Date: 06/10/2025

  ****** ****
  ***************************, 
  CA 91505
  Daytime Phone: **************
  Email: **************************
  
  Date: Jun 6, 2025
  Re: Complaint Number 23417829
  
  Dear ****** ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/4/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that you sent $1,000 to ****** on May 23, 2025, expecting the recipient to receive the funds within 20 minutes. You also noted that the recipient had not received the money as of June 3, 2025, and that you canceled the transaction. Additionally, you expressed concern that a second attempt was made to charge your account, which your bank declined.
  
  Upon investigation, we found that transaction R29675954113 was canceled on June 3, 2025, after our delivery provider confirmed that the transfer had been reversed. Following the cancellation, a refund was automatically initiated. Please note that refunds typically take up to 10 business days to be processed by your bank, depending on their policies. Regarding the concern about a second charge, we have reviewed the account and found no indication that another payment attempt was submitted by us. The declined transaction may have been an authorization check rather than an actual charge. We recommend confirming this with your bank, and we remain available to provide supporting details if needed.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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:06/04/2025

  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.

  My banking info was used to fraudulently transfer money, when called they stated they cannot refund the money because i dont have an account with them Clearly i do not have an account with them as it is fraud.

  

  Business Response

  Date: 06/10/2025

  ****** ******
    , *******; 76210
  Daytime Phone: **************
  E-mail: ****************************

  Date: June 10, 2025
  Re: Complaint Number 23417617

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 4, 2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported an unauthorized transaction in the amount of $660.00, which you reported occurred on the same day. 

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.

  Your Contact and Our Review

   Our records confirm that you contacted Remitly multiple times on June 4, 2025, to report this issue. We appreciate your effort in providing the details to help us identify the charge. However, despite our review of all available systems and records, we were unable to locate a transaction or profile linked to your information.

  Given this, we strongly recommend that you submit a chargeback request directly with your bank to report the unauthorized charge. 

   Chargeback Process Explained

   Heres how the chargeback process typically works:

       You initiate the chargeback through your bank.
       Your bank submits the claim to Remitly.
       Upon receipt, Remitly returns the disputed funds to your bank, allowing them to provisionally credit your account while the investigation proceeds.
       If the chargeback is validated, the funds will remain with you.
       If the chargeback is declined, Remitly may contact you to reclaim the refunded amount or work with your bank for further resolution.
  

  We recognize the financial and emotional stress that this situation may cause, and we urge you to continue working closely with your bank for the fastest resolution.
  

  Important Note on Identity Fraud

  If you suspect that this transaction may be the result of identity theft, we recommend that you also report the incident to your local law enforcement authorities.

  Please be aware that personal information can sometimes be compromised in ways we may not immediately recognize. For your safety, we encourage you to follow these best practices:
       Avoid using public or unsecured Wi-Fi connections when handling sensitive information.
       Be cautious when browsing unprotected or unknown websites.
       Do not install apps unless they are verified and from trusted sources.
       If you receive suspicious emails or text messageseven from companies you trustdo not click on any links. Instead, navigate directly to the companys official website       or call a verified phone number (not one provided in the message).

   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:06/03/2025

  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 wanted to send money through this company , so I opened an account and sent a small amount of $100 to make sure that it will go through since this was my first time. After my sister in law confirmed that it went through, I now went ahead and tried with a bigger amount because it is to support my family. But for whatever reasons they suspended my account , debited my card and locked me out of the account. I called them and they were not able to tell me why they locked me out of my account, but debited my card anyway. They are refusing to refund the money. This is outrageous . I would like some intervention, my family need that money to survive.

  

  Business Response

  Date: 06/06/2025

  **** *****
  ************************; 
  **************, *******; 99212
  Daytime Phone: **************
  Email: ****************************
  
  Date: 06/06/2025
  Re: Complaint Number 23414153
  
  Dear Bani,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated June 03, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that your account was suspended after sending a second transaction to your sister-in-law, even though your first transfer of $100 was successful. You also mentioned that your card was debited, you were locked out of your account, and you were unable to obtain clear information when you reached out to our support team.
  
  We understand how important it is to support your loved ones, and we sincerely apologize for the inconvenience and frustration this situation has caused. We want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation, we found that your profile was automatically deactivated by our security system as a preventative measure. These actions are sometimes triggered to help protect accounts from potential misuse. We understand how concerning this must have been, especially when your goal was to support your family.
  
  Regarding your second transaction, reference number R51679789003, we can confirm that it was canceled and that Remitly did not receive the funds. If you're seeing a pending charge in your bank account, this is an authorization hold. Your bank should remove the hold and release the funds back to your available balance within 8 business days.
  
  We appreciate that you contacted us on June 3, 2025, and explained the reason for your transactions. Based on your communication and our review, your account has now been reactivated. As a gesture of goodwill, weve added a $20 credit to your profile, which will be available for use on your next transaction.
  
  To ensure a smooth experience, we recommend waiting 48 business hours before attempting your next transfer.
  
  To help keep your Remitly account secure, please ensure the service is used only to send money to people you know and trust, such as family and close friends.
  
  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:06/03/2025

  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 made an express transaction of $200 from the ** to ****** on May 27th, 2025. The transaction was supposed to be completed within 5 minutes, but its now been 7 days and the recipient still hasnt received the money.Ive reached out to customer service multiple times, and each time Im told to wait 24 hours but Ive been hearing that same message for a week now, with no resolution.The recipient urgently needs the funds by June 5th, and this delay is really causing a lot of stress. At this point, Id either like the transaction to be completed immediately or for the money to be reversed back to me. Unfortunately, Ive been told neither option is available, which is frustrating.

  

  Business Response

  Date: 06/05/2025

  ****** *****
  , NY 10456
  Daytime Phone: **************
  Email: *********************************
  
  Date: Jun 5, 2025
  Re: Complaint Number 23413732
  
  Dear ****** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 6/3/2025. Thank you for bringing your recent experience to our attention.

  In your complaint you mentioned that you submitted an express transfer of $200 from ***************** to ****** on May 27th, 2025, which was expected to be completed within minutes. You shared that the recipient had not received the funds even after several days, despite multiple follow-ups with our **************** team. You also expressed frustration about being repeatedly asked to wait 24 hours with no resolution, and the stress caused by the delay. We understand your request for either an immediate completion or reversal of the transaction due to the urgent nature of your transfer.

  Upon investigation, we found that transaction R50737077069 was successfully completed on June 4, 2025. We sincerely regret the delay in processing, as we recognize the impact it had on both you and your recipient. To acknowledge the inconvenience caused, we refunded the $2.99 transaction fee. In addition, a $5 credit was added to your Remitly account on June 2, 2025, and applied to transaction R59511858685. A further $10 credit was added on June 3, 2025, and will automatically apply to your next transaction. These steps were taken as a gesture of goodwill.
  

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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:06/01/2025

  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 used Remitly to transfer funds internationally from my U.S. checking account to a recipient bank account in ***** on three separate occasions: May 18, May 19, and May 20, each for $11,750.Despite the app indicating that the transactions were "successful," the funds have not been received by the recipients bank account till date. Between May 20 and May 31, I made multiple calls and exchanged several emails with Remitlys customer support over the phone and through support channels to trace the missing funds, and I was given no concrete response or resolution. Initially, I was informed that the transfer failed due to an incorrect recipient name. I repeated and verified the recipient details, which were correct.Remitly then stated they would restart the transfer.A few days later, I was again informed that the recipient name was incorrect.Subsequently, the transfer was put on hold, and when I called again, I was told that the issue was with their partner bank, ********, and that they would switch the transaction to ********* instead.After a few hours, the status changed to Complete, but the recipient still did not receive the money.I waited another 2 days and followed up. I was then provided three HDFC transaction reference numbers and asked to have the recipient bank investigate.When the recipient checked with ****, they responded that they had no way to trace these transaction numbers.On May 29, I called again, and the agent said they would escalate the issue internally and resolve it within 72 hours.Since then, each time I call, the customer support is either extremely rude, abruptly ends the call, or says we will get back in 24 hours without ************* of today, there is still no trace of the $35,250 that was supposedly transferred successfully. I have not been given any formal documentation or transaction trace from Remitly. This lack of transparency and accountability is highly alarming.

  

  Business Response

  Date: 06/05/2025

  Pooja ****** **********
  *************************************************************************************************************
  *************** 
  *************************************

  Date:05 June 2025

  Re: Complaint Number 23404850

  Dear Pooja,

  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 02 June 2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported that you used Remitly to make three transfers of $11,750 each from your U.S. checking account to a recipient in ***** on May 18, 19, and 20. Although the Remitly app indicated the transfers were "successful," the recipient has not received any of the $35,250. Despite repeated calls and emails to customer support between May 20 and May 31, Remitly provided no clear explanation or resolution.

  Initially, you were told the transfers failed due to an incorrect recipient name, which you verified multiple times as accurate. Remitly then stated they restarted the transactions but again claimed the name was incorrect. Later, Remitly attributed the issue to their partner bank (********) and switched to *********. Although the status changed to Complete, the recipient never received the funds.

  Remitly subsequently provided transaction reference numbers for ********** but HDFC could not trace them. Customer support promised escalation and resolution within 72 hours on May 29, but since then, agents have either been rude, abruptly ended calls, or promised callbacks within 24 hours without any progress.

  To date, the $35,250 remains unaccounted for, and Remitly has provided no formal documentation or transaction trace, raising significant concerns about transparency and accountability.
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.

  Upon investigation, we sincerely apologize for the difficulties you've experienced with your transactions. We identified issues related to the recipients bank account. Our partner bank confirmed to Remitly that the transactions were rejected because the account number provided does not belong to, or is not associated with, the intended recipient or institution.

  After further reviewing your most recent transaction, R45054689689, we confirmed that your mother successfully received these funds, as evidenced by the bank statement you shared. It appears the earlier issues could have been related to the amount sent or specific banking restrictions.

  We acknowledge that you've already spoken to our ********************* and requested the cancellation of all three previous transactions. We can confirm that these transactions have been successfully cancelled, and a full refund has been processed to your original payment method (bank account ending in 7997). Please allow up to ******************************************** your account.

  As a gesture of goodwill and recognition of the inconvenience caused, a $100 credit has been applied to your Remitly account. We deeply regret any inconvenience and appreciate your patience and understanding.

  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 **************. 

  Yours sincerely,

  Remitly, Inc.
  

  
  

• Initial Complaint

  Date:05/30/2025

  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 5-28-2025 $92.99 was fraudulently taken from my *************** account using my account number and touting number I was told by the bank. I quickly closed my checking account to prevent further fraud. I did contact REMITLY

  

  Business Response

  Date: 06/03/2025

  ******** *********
  *********************************
  Daytime Phone: **************
  Email: ******************************
  
  Date: Jun 3, 2025
  Re: Complaint Number 23399950
  
  Dear ******** *********,
  
  
  Greetings from Remitly. We are writing in response to the complaint received from the ** dated 5/30/2025. Thank you for bringing your recent experience to our attention.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation, we could not locate an account linked to your name or email. In this situation, where you are unlikely to have this information, such as a registered account name, email, or transaction reference number, we recommend filing a chargeback request with your bank. The process is as follows:
  1.Once you initiate a chargeback, your bank will submit it to Remitly.
  2.Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  3.If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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:05/28/2025

  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.

  Unauthorized ach requested from bank from this company.

  

  Business Response

  Date: 06/06/2025

  ***** *****
  *******, ********; 33304
  **************
  *******************************
  
  June 6, 2025
  Re: Complaint Number 23387630
  
  Dear ***** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated on May 28, 2025. Thank you for bringing your recent experience to our attention.
  
  We understand your concern regarding an unauthorized ACH transaction resulting in a $1,850.00 withdrawal and recognize how distressing this situation can be. Please know that we have conducted a thorough review of our references in an effort to identify the reported charge.

  Your Complaint:
   You reported that your bank account was charged without authorization and requested a full refund.

  What We Did:
  We attempted to locate any profile using the name, email address, and address provided in your complaint, but we were unable to identify any account that matches your personal information. The only detail available to us was the reported amount and a general payment method type, which was not sufficient to identify the transaction. As a result, we reached out to you to request additional information that could help us proceed with the investigation.
  Despite our attempts to reach you through phone and email to request more information, we have not received the necessary details to proceed with an investigation.

  Next Steps:
   To move forward, we kindly ask that you provide specific information to help us locate the transaction, such as:
  -The last four digits of the account or card charged
  -The exact amount and date of the charge
  -The charge descriptor as shown on your bank statement
  -Any additional references that may assist in identifying the transaction
  
  Alternatively, you may file a dispute directly with your bank. If we receive a dispute from your financial institution, we will fully cooperate with their investigation.
  Again, we sincerely appreciate your patience and the trust you placed in us by raising this issue. We remain committed to your security and satisfaction, and your feedback is helping us improve how we protect our customers. If there's anything more we can do, our **************** team is available 24/7 at **************.
  
  Sincerely,
  
  Remitly, Inc.

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  At first I thought it was something like ******. I made a purchase through a website only to have my money stolen from me. I contacted remitly they gave me the run around. There customer service doesnt speak English very so, it extremely hard to understand what them. Ive reached out to them on multiple occasions and still nothing.

  

  Business Response

  Date: 05/30/2025

  **** ********
  *********************************************************************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  Date: May 30, 2025
  Re: Complaint Number 23385988
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 05/28/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you mentioned that you used Remitly thinking it was a service similar to ******, and that after making a purchase through a website, your money was stolen. You also noted that you reached out to us but have not yet received a resolution, and you are now requesting a refund.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Our records show that you signed up for Remitly on March 11, 2025, and completed your first transaction on March 12, 2025. A second transaction was sent on April 2, 2025, both to the same recipient.
  
  It was until May 15 2025 that you contacted us to report you had purchased an item through a website, that the person had received the payment but you hadnt received the product and were asking for a refund. 
  
  On May 15, 2025, you contacted us to report that you had sent money for a purchase but did not receive the item. We reached out to our partner to explore the possibility of reversing the funds. Unfortunately, they confirmed the transaction had been completed and could not be canceled or refunded.
  
  While we understand how disappointing this situation is, we want to clarify that Remitly is intended for sending money to people you know and trust, such as family and friends. As stated in our User Agreement, using the service to pay for goods or services is done at your own risk, and once a transfer is successfully completed, we are unable to guarantee a refund.
  
  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.