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:06/30/2024

  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.

  I opened an account with Remitly in order to send money to an acquaintance who helped me with some video editing work. The money went through fine and I never received anything from Remitly that something was wrong with my account.The next time I try to send money, I am told my account was suspended. I reached out to the help chat and was told there was a "Fraud Violation" but was given no details as to what that meant. I was redirected to someone who just said I had violated the User Agreement but could not say what had happened due to "security reasons" which is a ridiculous excuse. They refuse to give any information and only directed me to appeal and review their "suspension" article which outlines possible reasons for being suspended, none of which applied to my situation.While I appealed, given the lack of any help or transparency from the help desk (******), I have no confidence in the appeal process to actually give me any information or be held accountable for their actions.Apparently, this is also a common issue among other users.

  

  Business Response

  Date: 07/03/2024

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

  Thank you for bringing your concerns to our attention and for your patience as we reviewed your situation. We apologize for any inconvenience you experienced.
  

  Upon opening an account with **********************, you aimed to send money to an acquaintance for video editing work, and we understand that the initial transaction proceeded without issues. However, your account was subsequently suspended due to a "Fraud Violation," and you were not provided with detailed information regarding this matter. We regret any frustration caused by the lack of transparency from our support team and the difficulties you encountered during the appeal process.
  

  After careful manual review, we determined that your account is indeed in good standing. The initial suspension was a preventive measure to safeguard against potential fraud, which is a standard procedure to protect our users. We understand the inconvenience this may have caused and appreciate your understanding.
  

  It is important to note that the transaction in question was commercial in nature. As outlined in our User Agreement, **********************'s platform is not intended for sending money for commercial transactions or to individuals with whom you do not have a personal relationship. Our primary focus is to facilitate safe and reliable money transfers for personal use. Therefore, we cannot guarantee outcomes or oversee the quality or delivery of goods and services paid for through our services.
  

  As a gesture of goodwill for the inconvenience you experienced, we have credited your account with $20. We hope this compensation helps to mitigate some of the frustration you faced.
  

  We value your feedback and are committed to improving our services. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.
  

  Thank you for your understanding and continued trust in Remitly.
  

  Best regards,

  Customer Answer

  Date: 07/03/2024

   
  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:06/28/2024

  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 sent a remittance to my sister because she is in the hospital and need money to pay for her hospital bill. Without knowing that my sister already closed her account with g-cash I sent it to that number. When I found out that the account has already been closed I called remitly ASAP to report it. I was promised a call back within 24 to 48 hours but no one called me hence I called back again to followup and I was yet promised another call back to resolve my issue. I sent the money on June 18 2024 it is now June 27th and still no call back from anyone. I have called again today and requested a supervisor and was denied because that is not their protocol that I have to wait another 2 hours to speak to someone. This should be a simple reversal of funds because the money is just sitting no where. I demand a refund and a response from someone in management or corporate.

  

  Business Response

  Date: 07/02/2024

  *******************************
  ****************
  ****************************************
  Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  Greetings from Remitly, I hope this email finds you well.
  
  Thank you for reaching out to us regarding your transaction R85277496159. We understand that you are seeking a refund because the funds were sent to an inactive mobile wallet number and you mentioned that the funds were intended for medical reasons.
  
  Unfortunately, our partner has informed us that they will no longer accept requests for refunds or adjustments related to errors such as incorrect mobile numbers or incorrect amounts. Therefore, we are unable to issue a refund for this transaction.
  
  We understand that this outcome may cause frustration or dissatisfaction, and we empathize with your situation. Please know that your experience is important to us, and we are committed to addressing any other concerns you may have.
  
  I would like to highlight the fact that in our user agreement we have the terms relevant to your transaction:
  
  5. Important Service Restrictions
  
  6. No Changes: We generally do not let you change the details of your transaction once it's submitted to us for processing. It is your responsibility to make sure your transaction details are accurate.
  
  This means that it is your responsibility to enter the correct recipient details, and regrettably, we are unable to issue a refund in this case.
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. 
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,

• Initial Complaint

  Date:06/24/2024

  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.

  I canceled a transaction quite immediately with Remitly before they take the fund out of my bank account. Right after that I chatted with their customer service agent to ensure that ********************** will not attempt to take the fund from my bank account after the cancellation. The agent confirmed with me that Remitly would not attempt to withdraw the fund from my bank account. However, 3 days after that, I realized my money was deducted from my bank account balance. I called my bank previously as well to ensure that this transaction could not go through. However, Remitly and **** of America both let the fund withdrawal transaction happened 3 days after my cancellation, without my authorization. I feel like I am robbed by my bank and Remitly without my consent. I have spent hours wasting my time over the phone and chat with the customer services agent without being able to stop the transaction.

  

  Business Response

  Date: 06/26/2024

  *****************
  *************************************************
  Phone: **************
  E-mail: ******************************
  
  Re: BBB Complaint ID: ********
  
  Dear An,
  
  Thank you for reaching out to us and sharing your concerns regarding the cancellation of your transaction R69832094020. We sincerely apologize for any inconvenience this situation has caused you.
  
  Even though you canceled the transaction on the same day it was submitted, since the payment was made using a checking account via the economic method, the process of withdrawing the funds from your bank account had already been initiated. Unfortunately, this process is slower when it involves bank account operations.
  
  As of today, June 26th, the transaction refund process has started, when Remitly was expected to receive the funds. The cancellation has been approved and you should see the $3000 returned to your account within the next 10 business days.
  
  We understand that you were assured by our customer service agent that no funds would be withdrawn after the cancellation. We deeply regret any misunderstanding and frustration this may have caused. Please rest assured that we are working diligently to rectify the situation and ensure the funds are returned to you as quickly as possible.
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. 
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,

• Initial Complaint

  Date:06/23/2024

  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.

  Remitly did not do much to protect my account. They use a birthday to open your account with them. Just like what happened here. Last Friday, Sept 21, 2024, at around 10:30, someone called me and said he was an agent from Remitly and said that I had received a discount on my next remittances for referring my friend. Then ask for my birthday and I gave it to him. Then he used it to open an app within Remitly called Remitly Circle that I dont even know then made several payments to himself. My bank balance at the time was depleted by $1,350.I got a notification from ***** Fargo that the $2000 withdrawal was denied. I was alerted to this and immediately called both Remitly and ***** Fargo to file the dispute. Remitly said that the transactions were already completed. The recipient in the *********** already took the money. It was just that simple. Remitly will not even give me the exact location where the money was picked up. I feel that they are part of the problem here.Using a birthday to gain access to your account is not enough. Plus the unusual activities in my history should not be allowed. I request that they refund me what I lost here for $1,350.

  

  Business Response

  Date: 06/25/2024

  Dear *****, 

  I hope this email finds you well. 
  

  We wanted to let you know that we have tried to contact you over the phone but we have unfortunately not been able to fully connect after three attempts, consequently, this email will serve as our final resolution.
  

  As discussed previously, we have noted your complaint lodged with the BBB regarding a security breach involving an impersonator who accessed your Remitly account by obtaining your date of birth and resetting your password. This fraudster also created a profile on one of Remitly Circle, which allows users to store funds, share balances with loved ones, and transfer money internationally without transfer fees, within the *********** and ******
  

  My team and I have confirmed the occurrence of fraud. This person passed our verification process using your previous email and date of birth. We have since escalated this issue to our Product Managers Team to enhance our security measures and prevent such incidents from occurring in the future.
  

  Given the ongoing dispute that you confirmed to have initiated with your bank, Remitly will support your banks claim to recover your funds and we will honor once we receive your chargeback, acknowledging that all actions taken were unauthorized. We have suspended both the fraudulently created profile and your original profile to prevent further unauthorized access.
  

  We are glad to know that you have taken proactive steps by replacing your debit card and changing your email address, which are critical in safeguarding your personal information. Please rest assured that Remitly was not complicit in these events, yet we are fully committed to making this right.
  

  For your safety, always confirm the identity of callers claiming to represent companies before disclosing any personal information. Remitly will continue to assist you throughout the dispute process and take the necessary steps to ensure your peace of mind.
  

  Thank you for your understanding and cooperation. We deeply regret the inconvenience and concern this situation has caused you.
  

  If you remain dissatisfied with this resolution, please feel free to reply to this email with a detailed description of the way we can help or contact our customer support team which is available 24/7.
  

  Best regards,

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21890534
  
  I am rejecting this response because no refunds were made yet. When that happens then I will close this complaint.

  I have already communicated with my bank and they said they are following a process to resolve this issue.

  Thank you.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/10/2024

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

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

  Dear *****,

  I refer to your BBB complaint ******** regarding the unauthorized transactions on your Remitly account.

  Complaint Understanding: You reported that someone contacted you, pretending to be a Remitly agent, and mentioned a referral promotion which would apply a discount. You were asked for your date of birth to access the promotion. This person then used this information to access the to your Remitly account, bypass the **** and create a Remitly Circle account, which you had no knowledge of. Payments totaling $1,350 were made using your payment method. 

  Customers Request: You are requesting a refund for the unauthorized transactions totaling $1,350.

  Summary and Findings:

  The case was initially worked on via complaint on the 25th of June. You have been with Remitly since 2014. Someone contacted you, pretending to be a Remitly agent, and mentioned a referral promotion that would apply a discount to your next transactions. You were asked for your date of birth to access the promotion. This person then used this information to access your Remitly account, bypass the **** and create a Remitly Circle account, which you were unaware of.

  Payments totaling $1,350 were completed using the payment method registered in your Remitly account. These transactions were sent to the ***********. You disputed three transactions processed through our Remitly Circle program, and these disputes were accepted by us, meaning that the bank returned the funds to you and we accepted the loss. As a precautionary measure, we have restricted access to your Remitly account, and it has been suspended to prevent any further unauthorized activity. 

  Conclusion:

  1. After a thorough review, we have concluded that the unauthorized transactions were indeed fraudulent. We have accepted the disputes and assumed the loss of $1,350. Therefore, a refund has been processed to compensate for the unauthorized transactions.

  2. We have restricted access to your Remitly account and suspended it. 

  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: 07/11/2024

   
  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:06/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11th I initiated the process to send $10,000 to my account overseas to close a real estate deal due on June 20th. The expected delivery date was June 17th so I assumed there was plenty of time should some delay occur. By the 18th, nothing has been delivered and I contacted Remitly for the first time. They asked to wait 24 hours. On the 19th again I was asked to wait 24 hours. On the 20th I was desperate because I was going to lose the deal and the deposit. I explained it all and they told me the issue would be resolved that same day. Result : today is the 21st and they keep asking for more time . I lost the deal and the deposit made of $1000. They dont care, zero accountability and keep blaming third parties. They refuse to provide any proof that the money was sent to the bank although they keep saying it has been. One of the most frustrating experiences of my life with the worst possible timing. The consequences are immense. So irresponsible. I wish I had come here earlier and seen these complaints , I would know to never use this company. I need to receive my money asap , either at the destination or refunded back to me. Theres absolutely no reason for them to deny that.

  

  Business Response

  Date: 06/22/2024

  Dear *********,
  
  I hope this message finds you well. Following your request, we have cancelled transaction R68515777138. We sincerely apologize for the delay in processing your transaction and the inconvenience this has caused.
  
  Please be assured that the refund is being processed, and you should expect to see the amount credited back to your account within the next 10 business days. The delay was due to compliance-related thresholds at our partners end, which required additional review due to the significant amount involved within a short period.
  
  While we aimed to expedite this process, ensuring compliance with regulatory standards meant we could not guarantee immediate resolution. We understand the discomfort this situation may have caused. It is important to note that we rely on third-party companies in each receiving country to handle transactions, and they operate under their own policies. At the time, the funds were held by them, limiting our ability to act more swiftly.
  
  We deeply regret any inconvenience this has caused you and appreciate your understanding as we navigate these necessary compliance procedures. We are committed to improving our services to prevent similar delays 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 for your patience and understanding.
  
  Warm regards,

• Initial Complaint

  Date:06/21/2024

  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 sent $858 to my friend on 6/14 and the money was supposed to arrive that day. 6/15 I received an email asking for additional information which I provided immediately. 6/17 the funds still had not been sent and I got another email asking for the same info. I called Remitly and was assured the funds would be released in 24 hours. I have call every day since and everyday they insist the funds will be released. Ive been told 24 hours, 1 hour , 4 hours 2-4 hours and Im constantly being told it has been escalated. But still its now 6/21 and the funds have not been released to my friend. Every time I speak to a new representative they contradict the prior representative and refuse to provide me any proof that they have done anything on my account.

  

  Business Response

  Date: 06/25/2024

  **********************
  ***********************
  *********************
  Phone: **************
  E-mail: *******************
  
  Re: BBB Complaint ID: ********
  
  Dear *********,
  
  Thank you for reaching out and for your patience during this process. We sincerely apologize for the inconvenience youve experienced regarding your transaction *********** sent on the 14th of June.
  
  The delay you encountered was due to our partner bank in ****** annulling the transaction because it was not classified as a family remittance. We understand the frustration this has caused, especially with the conflicting information you received from our representatives.
  
  We are sorry for the delay in providing a resolution. We have now processed the refund, and you should see the amount credited back to your payment method. Please note that depending on banking protocols, it may take up to 10 business days for the refund to appear in your account.
  
  If you do not see the refund within this timeframe or have any further questions, please do not hesitate to contact us. We value your business and are committed to improving our service to prevent such 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 for your understanding.
  
  Warm regards,

• Initial Complaint

  Date:06/20/2024

  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 paid for a service and sent $230 and have had an issue with the merchant and needed to dispute the charge. Remitly customer service person called me and threatened me to take the dispute back and when I said that I will not do that until the issue is resolved he cut my call and told me that he is blocking me from Remitly forever. His attitude was very obnoxious and rather than talking about the issue, he threatened me and blocked me.

  

  Business Response

  Date: 06/21/2024

  ******************************
  ******************************************************************************************
  Phone: ****************
  E-mail: *************************
  
  Re: BBB Complaint ID: ********
  
  Dear ********,
  
  I hope this message finds you well. I want to extend our sincere apologies for any distress you may have experienced during your interaction with our team. We understand that this has been a particularly difficult situation, especially with the unfortunate incident of being scammed.
  
  Please be assured that we take matters like this very seriously. In response to the situation, we have taken immediate actions to address the issue and reinforce the security of our services. As part of our commitment to maintaining a safe environment for all our customers, we have decided to suspend your account. This is a standard precautionary measure within our policies when potential fraudulent activities are detected.
  
  We understand that this might be inconvenient, but please know that this decision was made with your best interests and security in mind. We are here to support you through this process and are eager to resolve any concerns you may have.
  
  Thank you for your understanding and cooperation in helping us maintain a secure environment for everyone.
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. 
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21877371
  
  I am rejecting this response because I am still banned from Remitly despite of telling you it wasn't a scam and I was having a disagreement with the person I sent the money to and that resolved later on but you never lifted my ban.

  I would accept the apology if you will lift the ban and re-activate my account.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14th, 2024, I transfer money to the *********** in Remitly amounting to 225$.l with the transfer no. R63 028 482 ******************************** progress up until now, June 20th, 2024. I contacted Remitly through chat every day for they give me reason to wait 24 hours and it would be completed but it hasn't been. They told me the funds were already in the recipient bank but the bank said no they don't have. The recipient bank also tried to contact Remitly but Remitly deny receiving email from the bank. Remitly keeps on saying don't worry when I have no idea where my money is. They gave me 10$ as an apologize fee for the waiting but what I need is my money to be sent to my recipient. Now they resubmitted my transaction and the update was still in progress. No changes just promises. I work hard for my money and this is frustrating.

  

  Business Response

  Date: 06/21/2024

  ***************************
  **************************************************************************
  Phone: **************
  E-mail: **************************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  I hope this message finds you well. I am reaching out to update you regarding your transaction R79380664665. We sincerely apologize for the delay you experienced. I am pleased to inform you that the issue has been resolved, and your transaction is now complete.
  
  As a token of our appreciation for your patience during this time, we have applied a $10 discount to your recent transaction, R30402476473. We hope this gesture demonstrates how much we value your continued trust in our services.
  
  We are delighted to have you as a customer and are committed to providing you with the highest level of service. Thank you for your understanding and for choosing us for your transaction needs.
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and I assure you that we are committed to providing the highest level of service to all our customers. I hope this has now resolved the matter to your satisfaction. 
  
  Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,

  Customer Answer

  Date: 06/27/2024

   
  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:06/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  R27475783896 Made a transfer on 5/28/24 to my own bank account overseas for an expense to cover. Received email very next day that the money was delivered. Checked bank account and the money was not there. I first thought it was just some kind of delay and gave it a couple more days. Still nothing, contacted Remitly and was advised that it might take another 72 hours. No problem, I waited a few more days but my money was still missing. Contacted customer service and they advised to upload a bank statement, which was done. I was promised a resolution within a couple days; never heard back from them. I gave them the benefit of the doubt and called back for an update. They keep telling it is still under investigation. Another few days go by and I am not getting any updates from them I call back again and keep getting the same response, apparently their partner is telling them they sent the money but they cant provide me with any proof. I ask them to contact my bank to confirm the funds were not delivered and they tell to wait for an update from their partner. An update that I still havent gotten today, after many calls Whenever I call and ask for a manager they tell me that they are all busy and will call within a couple hours; but nobody ever calls back. I have proof of all of this!Im not sure if this is the way they operate but they seem to just want to get you off the phone and managers never call back. Ive been through this so many times these past 2 weeks. Very sad that a company like this misleads customers and violates their own policy and delivery terms.Ive been a loyal customer with them for years, *** sent over 150 transactions with them, and have referred lots of people who have spent tens of thousands of dollars with them just like I did. All comes to an end now!If this is what this company has become, I have no business dealing with them at all Will contact my bank for assistance with this as Remitly is not willing to assist R27475783896

  

  Business Response

  Date: 07/02/2024

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

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

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

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

  We are writing in response to the complaint you filed with the Better Business Bureau on June 19, 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 you were promised a call back but never received one.

  We have reviewed your transfer with reference number R27475783896 for $2,976.00, which was submitted on May 28, 2024, at 11:31 AM Pacific Time. Your transfer was approved on Remitlys end and immediately forwarded to our partner bank for processing. On May 29, 2024, at 4:49 AM PT, we received a notification from our partner bank that the funds were successfully deposited into your recipients CIH Bank account ending in 0003.

  On May 30, 2024, you contacted our Customer Support to report that the funds had not been deposited into the recipients account. Our **************** team promptly reached out to our partner bank to investigate the status of the funds and escalated your concern to our Consumer Support Advocate team.

  Between May 30, 2024, and July 2, 2024, our team conducted a thorough investigation and maintained constant communication with our partner bank. They confirmed the deposit and requested a copy of the recipient's bank statement from May 28, 2024, to June 28, 2024, to verify the transaction with CIH Bank. This statement is essential to verify the transaction and address your concern effectively.

  On July 2, 2024, a member of our Complaints Team contacted you via phone to discuss the ongoing issue with your transfer. During the call, you confirmed that the funds were still not reflecting in your CIH Bank account, even though our records showed that the transfer had been completed. To assist with the investigation, the associate requested that you provide a copy of the recipients bank statement covering the relevant period. You agreed to send this document, understanding that it would help our partner bank verify the transaction details and identify any discrepancies that might be causing the delay in the funds appearing in the account.

  On the same day, we received a copy of your recipient's bank statement. We promptly forwarded it to our partner bank for review.

  While we continue to work on resolving this matter with our partner bank, Remitly has moved your transaction to an amendable state. This allows you to either amend your transfer to a different recipient or cancel it and trigger a refund, as a one-time courtesy to ensure you are not left waiting. This gesture demonstrates our commitment to your satisfaction, even though we have not yet received the funds from our partner bank. We are actively pursuing the issue and will keep you informed of any developments.

  At 7:23 PM Pacific Time, a member of our Complaints Team contacted you by phone to offer the option to amend or cancel the transaction. You chose to amend the transaction to a cash pick-up.

  To prevent similar issues in the future, we recommend using the cash pick-up method, which may work best for you.

  Regarding the promised callback that you did not receive, please rest assured that we are addressing this issue with our team to ensure it does not happen again.
  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:06/17/2024

  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 transferred a large amount to my India account.it was a large amount. It was a wire transfer. The process is complicated and they wanted me to manually transfer from my bank . I did . Typically banks takes time for this . Remitly promptly cancelled the transfer . Any they cancelled after my bank processed my transfer. Now they took the money and now cancelled my transfer. The customer service was very slow and I am spending hours interacting with them . But they are not helpful. transfer IN41592470

  

  Business Response

  Date: 06/25/2024

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

  BBB Complaint Reference: 21861610

  Remitly Complaint Reference: 42711853

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

  I refer to your complaint filed with the BBB on 06/17/2024 in relation to a transaction reference IN41592470.

  You have stated you transferred a large amount to your Indian account. The process is complicated and you were asked to manually transfer from your bank which you did. You state that Remitly promptly cancelled the transfer after your bank processed the transfer. You say Remitly took the money and cancelled the transfer. The customer service was very slow and you have been spending hours interacting with them.

  I have thoroughly reviewed Remitly's records and using the details you have provided, and regrettably, I am unable to locate the transaction you have referenced. The last transaction showing on your account was completed on 04/20/2021.

  If you have additional information I will be more than happy to review the matter for you.

  If you have any further questions please do not hesitate to contact us.
  
  Yours sincerely,
  
  ***** B
  Complaints Specialist
  
  
  
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21861610
  
  I am rejecting this response because: I am surprised the mention in Instarems response that the team didnt find my transaction? Then how come the team have responded with reference to same transaction number ? Looks like the team does not want to resolve. Please understand that people trust you . Request the team to show diligence when you respond to a request.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/04/2024

  ***********************
  37 ********* dr ************************************** **************
  E-mail: *********************
  
  Re: BBB Complaint ID: ********
  
  Dear ********,
  
  I hope this message finds you well.
  
  We have carefully reviewed your complaint regarding the cancellation of the large wire transfer IN41592470 to your India account and the associated customer service experience.
  
  You mentioned that you transferred a large amount of money to your India account through a wire transfer. The process required a manual transfer from your bank. After completing the transfer, you mention that we promptly canceled the transaction, despite the bank having already processed it. You have expressed frustration with the slow response from our customer service team and the hours spent interacting with us without a satisfactory resolution.
  
  With the information provided, we have not been able to locate any transaction related to the amount in question. The last transaction we have on record under your personal details dates back to 2021. I have attempted to call you twice to address this matter personally but received no answer.
  
  To move forward and resolve this issue, we need more details about the specific Remitly transaction reference number in question. Please provide the transaction reference number so we can investigate this matter thoroughly or provide us with a convenient time to call you.
  
  Once we have the correct details, we will review the situation accurately and assist you as swiftly as possible. Your cooperation in providing the necessary information is greatly appreciated.
  
  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,