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: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,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  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 recently had someone steal my information And get money transferred out of my to an unknown person . I've never worked with this business nor have I heard of them. Luckily my bank caught it. And stopped the funds from coming out. This company has approved someone else besides me. there has to be a Way to verify if the person is really who they say they are ????

  

  Business Response

  Date: 07/14/2024

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

  I hope this email finds you well.
  

  This is our final response to this matter. 
  

  We have attempted to contact you by phone using the information provided, but after several attempts, we were unable to reach you.
  

  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.
  

  We understand your concern regarding the verification of identities. At Remitly, we employ robust verification processes, including multi-factor authentication, document verification, and real-time fraud detection systems, to ensure that the person initiating a transaction is who they claim to be.

  Despite these comprehensive measures, fraudsters can sometimes exploit systems if they possess sufficient personal information. Rest assured, we are constantly enhancing our security protocols to stay ahead of such threats and protect our customers.
  

  Protecting your information can start by using strong, unique passwords for all your online accounts. Consider using a password manager to keep track of them securely. You could also enable two-factor authentication (2FA) wherever possible to add an extra layer of security. Always be cautious of unsolicited emails, messages, or phone calls asking for personal information, and verify the source before responding. Additionally, keep sensitive documents, such as bank statements, passports, and social security cards, in a safe place. Shred any documents that contain personal information before discarding them.
  

  Following 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. Consider that some banks offer additional security measures, such as alerts for unusual transactions.
  

  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,

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21983328
  
  I am rejecting this response because because if you had employed some type of verification  this shouldn't have happened at all. I got a call from remitly originally stating that they were my bank and telling me they were canceling my card because there was fraudulent activity and I know it was them because it came up on my caller ID. ************************ They've called me numerous times trying to get my information. , I got a call again from the supposed bank manager that asked me my information again and it was the same exact person the same exact number I have all these numbers saved in my phone with times and dates
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/23/2024

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

  I hope this message finds you well.
  

  Thank you for providing more information regarding the situation you experienced. We take such issues very seriously and have conducted a thorough internal investigation concerning the phone calls you mentioned.
  

  Our records indicate that there have been no calls made from Remitly to your phone number provided. Please note that Remitly will only contact customers or other users if they have reached out to us first or have requested assistance.
  

  Even though the caller ID indicated **********************, it is possible for fraudsters to use applications to manipulate caller ID information, making it appear as though the call is coming from a legitimate company. We assure you that these calls were not from us.
  

  We strongly recommend not sharing any personal or financial information over the phone unless you are certain of the caller's identity. 
  

  Thank you for your understanding. If you have any additional concerns or require further assistance, please feel free to reach out.
  

  Best regards,

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21983328
  
  I am rejecting this response because: remitly showed up on my bank account and charged me. I don't understand how a business name can be used to take money out of your own account. When the link sends you directly to remitly the company. I would like my money back that was taken out of my account There should be steps in place so this doesn't happen to anyone else
  
  Sincerely,
  ********
  *****************************

• Initial Complaint

  Date:07/11/2024

  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 tried to make a transfer on Remitly on April 19th. It didnt work so I was refunded the money. 3 days later on the 22nd it was taken out again from Remitly and never put back. Ive been fighting with them to get my money back. They keep making me upload my bank statements or say it was refunded. My bank statements show it was taken out and not returned. I would really like my money back. Its $1,000.00. I hope you can help me!

  

  Business Response

  Date: 07/13/2024

  Dear *****,
  
  This email is to provide you with the final results of the investigation we have conducted regarding your refund for transaction R78713398375 for the amount of $1000. 
  
  Complaint Understanding:
  - You are concerned about the refund for transfer R78713398375, submitted and canceled on the 19th of April, in the amount of $1000.
  - You claim that the transaction was initially refunded but then re-debited on April 22nd without being returned.
  

  Customers Request: You are requesting a refund for the transaction R78713398375 totaling $1,000.
  
  Summary and Findings: Since the 22nd of May, you have been contacting our customer service team regarding the refund for transaction R78713398375. In June, you were asked to provide bank statements showing the charge involved, and you were informed that the refund had been issued. We conducted a new investigation, reviewed our system and our payment processor, and confirmed that the refund was issued through our rapid refund processor. The refund was issued shortly after the charge. Therefore, in your bank application, the refund might appear before the charge. However, the bank statements you shared on July 8th and 9th confirm a refund for the full amount of $1000 issued on the 19th of April with the descriptor code RMTLY* AF7F3.
  
  Conclusion:
  - Remitly issued the refund for the transaction R78713398375 on the 19th of April,
  - We have attached a copy of the proof of refund provided by our refund payment processor: Tabapay.
  
  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: 07/13/2024

   
  Complaint: 21974932
  
  I am rejecting this response because: the amount was taken out 3 days after the refund and not returned. My bank has said that and anyone else Ive talked to and shown. I will not stop until my money is returned. I dont want to have to take legal action. Please just return the money. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/09/2024

  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 just open an account sent money for work that was done for me!! I sent a transaction amount and forgot it was a different amount.. I sent one payment in and than another one like 5 mins later and one hour later logged back in and see they suspended my account.. Im like what!! For what!! No reasonsthey sent me and email requesting things and I sent it in.. account still locked!! Ridiculous!! If youre not gonna give me my account back! Than delete it.. just stupid and hat people ahve yo be going through this!!!

  

  Business Response

  Date: 07/15/2024

  *********************************

  Email: *******************

  BBB Complaint # ********

  Dear Roderica,

  Greetings from Remitly. I am writing in response to your complaint filed with the BBB in relation to your Remitly account.
  
  You have indicated in your complaint that Remitly suspended your account and you don't know why.
  
  I have reviewed your Remitly account and can see you contacted Remitly via the chat facility on 07/09/2024 regarding the suspension of your account. ********************** advised you this was due to activity conducted on your account which was in violation of our User Agreement. Please note you agreed to be bound by the User Agreement upon creating your ********************** account on 07/09/2024. I would refer you to the following clauses within the User Agreement
  
  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
  

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

  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.
  
  4. Unauthorized Transactions. You may not use the Service in violation of this Agreement or applicable laws, rules or regulations. It is a violation of the Agreement to use the Service for any of the following: sexually-oriented materials or services, gambling activities , fraud, money-laundering, the funding of terrorist organizations, or the purchase or sale of tobacco, tobacco related paraphernalia, firearms, prescription drugs, or other controlled substances; or to send money to a Recipient that has violated the Agreement. If you use the Service in connection with illegal conduct, Remitly will report you to law enforcement. 
  
  7. Restricted Activities. In connection with your use of our website or the Service, or in the course of your interactions with Remitly, a user or a third party, you will not: 
  1. Breach this Agreement, or any other agreement between you and Remitly; 
  2. Provide false, inaccurate, or misleading information; 
  3. Refuse to cooperate in an investigation or provide confirmation of your identity; 
  4. Use an anonymizing proxy; 
  5. Provide yourself a cash advance from your credit card (or help others to do so); 
  6. Use any automatic device, or manual process to monitor or copy our website. 
  
  Remitly, as a regulated financial institution, is required to adhere to guidelines to protect our customers' personal information. During the last review of your account, our compliance squad investigators team (CSI) found a behavior that went against our User Agreement Policies. As a result, we have closed your account to ensure the safety and integrity of our platform and protect our users from potential risks. Remitly reserves the right to disclose further details of why we made this difficult decision.

  We understand that this decision may raise questions and concerns. Therefore, we encourage you to review our user agreement, where you can find comprehensive information about our policies and guidelines.

  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. 

  Thank you,
  Remitly, Inc.
  

  
  

• Initial Complaint

  Date:07/09/2024

  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.

  This company allowed one of their customers to steal my money from checking account and after confronting them they told me they would refund my money.After calling back they said they had no phone call from me calling in and told me to contact my bank about it. My bank had to start a dispute that will take up to 10 business days to get my money back.I believe this company is stealing money from the US citizens and sending money internationally.I have provided screenshots where they took the money out of my account and the many attempts the tried to get more. I also screenshot the phone number where I called them on 07-05-2024 when this incident took place. My second call with them was today where they stated they had to proof that I called, and they didn't know what I was talking about.

  

  Business Response

  Date: 07/11/2024

  *************************************
  ***********************
  ****************
  Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear *******,
  
  I refer to your BBB complaint regarding the unauthorized transactions using your payment profile.
  
  Complaint Understanding:
  - You are concerned because there are unauthorized transactions made through Remitly using your checking account.
  - You claim we initially promised a refund. Upon following up, you were told there was no record of your initial call and were advised to contact your bank to initiate a dispute, which will take up to 10 business days. 
  - You believe the we may be involved in fraudulent activities, stealing money from U.S. citizens and sending it internationally. 
  
  Customers Request:
  You request that we investigate this for fraud.
  
  Summary and Findings:
  On the 5th of July several transactions attempted to be processed using your payment method, one of those was completed and the amount involved is $400.00. You contacted us on the 5th of July to report the unauthorized transactions, also, you mentioned that you did not know what Remitly is and never provided your personal information to anyone.
  
  Later, I understand that you were informed we could not locate your previous interactions with us. You have provided evidence of the unauthorized transactions and your attempts to resolve the issue with us. I called you today, unfortunately, I was unable to reach you.
  
  After conducting a thorough review of our system, I was able to find the interactions by performing a deep search through our tools. The difficulty in locating these interactions was due to the payment method being associated with different accounts, which required a detailed investigation.
  
  I know you are concerned about potential fraud and want to assure you that we take security very seriously. We have taken the necessary steps to prevent any unauthorized use of your payment profile or information.
  
  Regarding your specific case, we found that a transaction amounting to $400 was completed using your payment profile. Since you have mentioned disputing this transaction with your bank, we are currently awaiting the chargeback from your bank and will accept the loss.
  
  Conclusion:
  - We have taken the necessary internal steps to prevent any unauthorized use of your payment profile or information.
  - We will accept the loss for the disputed amount of $400 and once you bank reports the chargeback, we will accept it.
  
  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. 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 reach out.
  
  Thank you,
  
  Remitly Inc.
  

• Initial Complaint

  Date:07/08/2024

  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.

  Someone made an account in my email address, which required no verification! They then initiated a money transfer, which prompted me to get emails about the transfer, which I had to verify (and I didnt so it was ultimately canceled). I keep getting emails about logins on different devices and those along the lines of thanks for contacting customer service, how was your experience.Prior to this I had never even heard of this platform. I have never made an account, and when I attempted to log in to change my password, I was unable to as it required a date of birth verification that was set by whoever created the account. Had ********************** verified my identity when the account was being created and this wouldnt be an issue. I called their customer support who confirmed an account it created and then wanted to transfer me to tech support which I was on hold for, for quite some time - dealing with a process I didnt even do!!! I dont want to spend an hour of my day speaking to your offshore team and listening to hold music

  

  Business Response

  Date: 07/11/2024

  *************************
  Email: *********************
  
  BBB Complaint # ********
  
  Dear *******,

  Greetings from Remitly. I am writing in response to your BBB complaint received on 07/08/2024 in relation to a Remitly account created with your information.
  You have indicated that an account was created using your email address. You contacted Remitly and you were able to have the transaction canceled but you are concerned that someone could create an account in your name with no verification measures.

  Please note that Remitly takes the security and privacy of all our customers and their personal data very seriously. To protect you and do our part to prevent fraud we may ask you to verify your identity by providing us with additional information, your photo ID, or supporting documents. Here are a few examples of when we might ask you to verify your identity:
  - You're sending your first transfer.
  - You've requested an increase to your sending limit.
  - Your transfer is being reviewed by one of our delivery providers.
  - We've noticed unusual activity on your account and need to take extra measures to protect you.

  I can confirm that Remitly used these measures for this account and the account holder had to provide information before a transaction was approved for release.

  Fortunately, you received the email and you were able to cancel the transfer before funds were taken from your account. I can also confirm that I have suspended the account in question to prevent future activity. 

  Following password best practices and learning how to avoid common scams are great examples of steps you can take to increase the safety of your information and finances. We recommend applying these measures to anything you do online. Please note the following information which may be of interest to you:

  Both Remitly and our customers are responsible for safeguarding their accounts and information. We take precautions to protect customers so they can send money safely. To help us keep a customers profile secure:
  - Choose a strong password and update it often. Use our password tips.
  - Reset your password if something doesnt seem right.
  - Dont share your sign-in information with anyone.
  - Keep your mobile number and email updated in your profile. When you sign in from a new device, well send a code or notification to make sure its really you.
  - Sign out on shared phones and public computers. If youre accessing Remitly from a device you dont own, be sure to sign out when youre done.
  - Update your device regularly. Check for software updates on your computer and update your mobile device to the latest version of iOS or Android to make sure you get security updates.
  - Turn on biometric security. Add an extra layer of protection by using a fingerprint, iris scan, or facial recognition to lock your mobile device.
  - Learn to identify and avoid scams. To keep scammers from getting your info or money, learn how to spot common scams.
  

  If someone is trying to use someones identity, payment info, or Remitly profile, they might notice:
  - Profile changes that they didnt make
  - An email confirming their information was changed when they didnt make any changes
  - A password reset email that they didnt request
  - An SMS notification or email requesting that they confirm your sign-in information
  - A two-factor authentication code or push notification when theyre not trying to sign in
  - An unexpected charge from Remitly on their bank or card statement
  - An unexpected transfer listed in their Transfer History
  - A charge on their statement or a notification from us even though they dont have a Remitly profile
  

  Further ways of safeguarding your information can be sourced through your bank or online.
  

  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 for bringing this matter to our attention. 
  

  Remitly Inc. 
  

  
  

• Initial Complaint

  Date:07/08/2024

  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 my family from *** to ***** using the Remitly App. I have sent it out multiple times successfully, but the last time I sent it out on the app it shows that they have been delivered to the recipient but they have not been received by the bank in *****. When I contacted the bank in ***** they said that they have rejected the transaction because of the incomplete account number. Previously, when I used to send the money to the bank they used to change the account number manually, but as per the new RBI guidelines they are not allowed to change the account number. So, the bank in ***** rejected the transaction. But, Remitly said that the funds have been delivered to the bank account, whereas I have proof (attached) that the bak has rejected the transaction. Remitly also said that since the money has been delivered they cannot refund the amount. Even after multiple calls with Remitly they are just saying that they are in contact with the partner bank and keep on delaying the conversation. I would like to get a full refund of my amount and the late fees associated with it.

  

  Business Response

  Date: 07/11/2024

  ***** *********************
  Email: *****************
  
  BBB Complaint # ********

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

  Greetings from Remitly. I am writing in response to the BBB complaint received on 07/08/2024 in relation to transaction R37974301835. Thank you for bringing this matter to our attention.

  You have stated you sent $2,409.93 to a recipient in ***** on 06/01/2024. The recipient bank normally amends the account number on their side, however, due to new rules they were unable to do so this time and rejected the transfer. You have provided confirmation of this, but the transfer is still showing as completed on Remitlys side.

  I have reviewed the transfer in question and I can confirm the funds were sent to our partner bank on 06/01/2024. The recipient bank rejected the transfer and the funds were sent back to Remitly on 06/05/2024. Unfortunately, Remitly did not return the funds to you. 

  I have reversed the transfer today and an email was sent to you. You will see within the email you now have two options:
  1. Resend the transfer, or;
  2. Cancel the transfer 

  I would like to sincerely apologise to you for the inconvenience caused by the delay in returning your funds. I have added a $150 credit to your Remitly account and I hope that this goes some way in restoring your faith in Remitly. 

  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:07/06/2024

  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.

  I have never conducted business with Remitly, had not even heard of it prior to these incidents. On June 28th, my debit card was charged $202.99. I did not make this purchase. There was also an attempt for another $802.99 for the same day; however, this second transaction not go through due to insufficient funds. I called Remitly; they stated they would have someone look into and call me. I also called my bank and reported the charges. The bank closed out my card and issued me a new one. On July 4th, my account was charged again for another $302.99 with Remitly. This time, using my new card, which I did not even have in my possession yet. I reported it again. Remitly says they have no record of these charges, and that they appear to be unauthorized, but they are unable to reverse the charges. The bank once again closed out my card, and issued me another one. On July 5th, my account was charged another $402.99 from Remitly. This time, against my newest card, which I don't have in my possession yet. My account has been charged over $900 in the last week, with no resolution or a promise of a resolution.

  

  Business Response

  Date: 07/07/2024

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

  I want to express my sincere apologies for the distress and inconvenience you have experienced regarding the unauthorized transactions associated with your debit card. Your concerns are of the utmost importance to us, and we take them very seriously.
  

  We have thoroughly reviewed your case, and the Remitly profile associated with the payments was suspended immediately upon notification of the fraudulent activity to prevent any further unauthorized activity.
  

  Regarding the fraudulent charges:
  - The last charge of $402.99 debited on July 5th was reversed by our provider when you initially reported the fraud. We proceeded to cancel the transaction, and you should receive the refund within the next 5 to 10 business days.
  - The first charge of $202.99 debited on June 28th is currently in dispute with our Fraud and Dispute Team after your bank supported the request.
  - The $302.99 charge debited on July 3rd is still showing as completed. However, since you have reported this charge to your bank also, it is likely it will also be subject to a dispute soon.
  

  It is important to note that all unauthorized transactions were made with your initial card ending in 4987 from ***** Fargo, despite the issuance of two replacement cards. To further protect your financial information, we strongly suggest considering changing your bank account information.
  

  Additionally, we recommend that you file a police report regarding these fraudulent activities. This will enable us to cooperate fully with any pertinent investigations and ensure that all necessary steps are taken to address this matter comprehensively.
  

  If you have any further questions or need additional assistance, please do not hesitate to contact us. We deeply regret the inconvenience this situation has caused and appreciate your patience and understanding as we work to rectify it.
  

  Warm regards,

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21950364
  
  I am rejecting this response because:

  I was only offered a refund on the most recent charge, and have still not received that. I was told that I would have to go through my bank for the other refunds due to the fact that they had already posted. However, I called Remitly when I was first charged and was told they could not reverse the charges because they could not find the charge. I called again after the second charge and was told they could not do anything to reverse the charges. I filed a complaint with the BBB and they called me the very next morning stating that they were able to find the profile being used. However, since they waited so long, they will only refund the last charge for $402.99, but they still have not even done that. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/16/2024

  I did receive a refund for the last transaction, which totaled $402.99; however, Remitly stated that they were unable to refund me for the first two transactions, one of which was $202.99 and the other was for $302.99. They stated this was due to the transactions having already posted. ***** Fargo has issued a provisional credit while this is being investigated, but Remitly stated they would not be able to refund the first two charges.

• Initial Complaint

  Date:07/06/2024

  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 trying to send money with my account and it got suspended, I tried reaching out to customer service and they did not give me any reason why my account was closed. Some of my family members depended on me to send money and now I cant use the account because it was unfairly suspended. As per your agreement, if this issue is not resolved, I will be initiating arbitration with ADR.

  

  Business Response

  Date: 07/06/2024

  *************************
  ****************
  *******************
  Phone: **************
  E-mail: ********************
  
  Re: BBB Complaint ID: ********
  
  Dear Angel,
  
  I hope this message finds you well.
  
  I would like to show gratitude for letting us know about all your concerns and feedback as we improve our service. Because of that, I'm getting back to you after making a second review on your account as per your request.
  
  Remitly accounts are subject to verification procedures to maintain high levels of security, trust, and protection; your account passed through a regular review process before you process your first transaction. 
  
  At this point, we have identified a behavior on your account that violates our user agreement, so we have made the difficult decision to suspend your access to your Remitly account and not allow the use of our service anymore. Our priority is your security and because of that, we sometimes have to make these types of decisions.
  
  In order to protect the integrity of our system, we can not provide you with more details about why the account has been closed. However, we really appreciate you considering Remitly as your remittance service.
  
  This is our final response to your complaint. 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. 
  
  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:07/01/2024

  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 of transaction: 20 June 2024 Amount of money: ****** (including 5.99 fee)Business: international money transfer within 3-6 days Nature of dispute: Today is July 1st, after 11 days, I haven't received my money they promised to transfer; however they already marked in their system that they already delivered. They confirm all recipient information I sent is correct, and told me wait for 3 days but I never receive. In the 3rd time I reached out to them, they kept ask me to wait. Whether or not business has tried to resolve the problem: No, they just told me keep waiting

  

  Business Response

  Date: 07/10/2024

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

  *******************
  ************************************************************************************************;
  Daytime Phone: ***************
  Email: Re: **********************

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

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

  We are writing in response to the complaint you filed with the Better Business Bureau on July 1, 2024. Thank you for bringing your recent experience to our attention.
  In your complaint, you expressed concerns regarding a transfer that was completed but not received by the recipient. You also mentioned that three days have passed, and you were asked to keep waiting.

  We have reviewed your transfer (reference number R24649485750) for $500.00, submitted on June 20, 2024, at 7:44 PM Pacific Time via economy transfer. The transaction was completed on June 27, 2024, at 5:27 PM Pacific Time.

  On June 30, 2024, you contacted our Customer Support through chat to report that the funds had not been deposited into the recipients account. Our **************** team promptly contacted our partner bank to investigate the status of the funds.

  Between July 1, 2024, and July 3, 2024, our team thoroughly investigated the issue and stayed in constant communication with our partner bank. We reviewed all transaction details, verified the transfer status, and worked with the bank to identify any discrepancies or delays. Our goal was to ensure the funds were located and transferred to the recipient's account as quickly as possible.

  On July 4, 2024, our partner bank confirmed the successful deposit of funds into the intended recipient's  bank account. Proof of disbursement has also been provided.

  On the same day, at 9:47 PM Pacific Time, a member of our Complaints Team called you to discuss your transfer issue. You confirmed that the funds were still not showing in the recipient's BIDV account, despite our records indicating that the transfer was completed. The associate then emailed you the partner transaction ID, which the recipient can use to trace the remittance with BIDV. You agreed to this course of action.

  On July 5, 2024, you informed us via chat that BIDV had placed your transfer funds on hold due to an incorrect name format. The correct format should be "Do *****************" instead of "***************** Do," as Vietnamese names are typically arranged as [LAST NAME, MIDDLE NAME, FIRST NAME].

  At Remitly, we adhere to a specific name format to ensure consistency and accuracy across our system. The format we use is as follows:
  

  First Name
  Middle Name
  Last Name

  On July 6, 2024, a member of our Complaints Team attempted to contact you through the phone number listed in your profile, but the calls were redirected to voicemail. The associate then emailed our partner bank, requesting a reversal of funds due to the incorrect name format and included the recipient's bank statement confirming the non-deposit of funds.

  To assist you, our team decided to move your transaction to an amendable state. This gives you the option to either change the recipient of your transfer or cancel it to trigger a refund. This ensures you won't be left waiting while we work with our partner bank to recover the funds.

  On July 9, 2024, a member of our Complaints Team contacted you by phone and offered to amend or cancel the transaction. You chose to cancel it using the self-service option. The refund should reflect in your account within 7-10 banking days. Please let us know once the refund is received.

  To prevent similar incidents, we have removed "***************** Do" from your contact list and requested our team to investigate if any updates are needed for the recipient's name format for transfers to ********

  In the meantime, we recommend interchanging the recipient's first name and last name if you will send money to the same recipient.

  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: 07/15/2024

   
  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,
  
  *******************