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:06/14/2024

  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 took ************************************************************************************************ that they were checking and that they would send it the next day and every day they said the same thing, until it was 20 days late, I needed the money and nothing, I do not advise anyone to send money through them, very irresponsible with the customer and I do not know how they are still in the market. Their service is very bad, nothing works, they leave you waiting on the line for hours and then come with the same story that there is nothing they can do and that the other responsible company needs more time, in short, total stress with them.I dont trust this company anymore they are not professional, not responsible.

  

  Business Response

  Date: 06/25/2024

  BBB Complaint Reference: 21854054
  Remitly Complaint Reference: 42593180
  
  
  Dear *********************************,
  
  I am writing in response to your complaint filed with the BBB on 06/14/2024 in relation to transaction R60376439991.
  
  You have stated that Remitly took 20 days to send your money and every day you called to find out what was happening. You were told that we were checking and that we would send it the next day. This has not happened and you are very unhappy with the situation. 
  
  As part of the overall delivery of payment services , Remitly relies on multiple dependencies and this includes processing banks and partners, which can at times lead to delays outside of our control. An explanation of delivery timing is set out in our User Agreement and on our website. 
  
  The partner in this case, requested additional information from you as the beneficiary's account limit had exceeded. I understand you provided this information and unfortunately the partner has not released the payment. I sincerely apologize for this.
  
  I can confirm I have canceled the payment today for you. You will receive the funds within 10 business days. If you have any issues please contact me.
  
  Yours sincerely,
  
  ***** B
  Complaints Specialist

• Initial Complaint

  Date:06/13/2024

  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.

  We trasfer payment to 2 supplier in ******* and they never got it and this cause me the delay of my cargo shipment. I can Remitly everyday and the said to wait 2 hours and they will resove the problem and they don't since June 9, it suppose to be instant transfer and delivery the payment to my supplier and it it no happening. I contactehm at least 3 to 4 time a day.

  

  Business Response

  Date: 06/19/2024

  ***********************************
  
  Better Business Bureau Reference: 21847762
  Remitly Reference: 42536735
  
  Dear ***********************************,

  I am writing in response to your complaint filed with the Better Business Bureau on 06/13/2024 in relation to a payment on your Remitly account in the amount of $5,293.22.

  You have indicated you transferred a payment to 2 suppliers in ******* and they never got it. This caused you delays with your cargo shipment. You contacted Remitly everyday and you were advised to wait 2 hours and the problem would be resolved. Since 06/09/2024 the problem remains. You state it is supposed to be an instant transfer but it wasnt.

  You state you made a payment of $5,293.22 but you have not identified the transaction(s) in question. There is no one payment for this amount. You have also advised the matter has been ongoing since 06/09/2024 and I have located contact with you relating to 3 transactions which total $5,293.22 so I have conducted my investigation into these transactions. 

  The first transaction (R67725487418) was submitted on 06/10/24 7:25AM PT and the second transaction (R52874610959) was submitted on 06/10/24 2:28PM PT. At that time an email was sent to you advising our partner was taking a look at your transfers to ******************, which meant we needed additional information from you such as a valid ID or proof of income. This process could take up to a few business days, but is typically completed in less time. 
  You called Remitly on 06/10/2024 regarding the transfer. You were advised at that time to wait 24 hours which you agreed to do.

  On 06/11/2024 you contacted Remitly via chat to request the release of the payment as you had already uploaded the documentation and provided answers to the questions. The associate confirmed they would forward this information to the partner to process the transaction and you disconnected the chat. You contacted Remitly a second time that day and the associate advised that the information was sent to the partner an hour earlier and asked you to await a response.
  A few hours later you contacted Remitly to advise you made another transaction which was also pending. The associate advised you that the funds had been successfully transferred from Remitly but the partner bank was reviewing it for security reasons. You were requested to wait 24 hours. You were very unhappy and disconnected the chat.

  The final transaction (R84721034541) was submitted on 06/11/24 12:29PM PT
  You contacted Remitly twice on 06/12/2024. The first time was a call wherein you advised the associate that if the funds  were not released within 1 hour you would be contacting Remitly with your Lawyer.  The second contact from you was via chat and upon reviewing the transactions, it was noted that the transactions ending 419 and 445 had been canceled as per your request. You were advised a refund can take up to 10 business days. I understand you were very upset with Remitly during this conversation. 

  On 06/13/2024 and 06/14/2024 you contacted Remitly advising you would be reporting the matter to the New York District Attorney. 

  I would like to take this opportunity to address the delays in your transfers.

  As part of the overall delivery of payment services, Remitly  relies on multiple dependencies that include processing banks and partners, which can at times lead to delays outside of our control. An explanation of delivery timing is set out in our User Agreement and on our website. Just like us, our delivery providers have a responsibility to review and confirm that every transfer complies with international regulations. Remitly sends customers a notification if one of our providers is reviewing a transfer. This is something that happens regularly and customers are informed every step of the way.

  After customers receive the initial review notification, it's a good idea to regularly check their email for additional updates or requests for information. If the delivery provider does request more information, Remitly sends an email explaining what we need and how to send it to us securely through the Remitly app or Remitly.com.

  We work closely with our delivery providers to make sure the process is completed as quickly as possible, but review timelines vary based on the delivery provider and the specific details of the transfer. Some reviews may take more time, especially those that need more information from customers or their recipient.

  In line with the above information, Remitly sent you an email regarding the transactions as the partner bank advised that due to compliance reasons the transfer could not be completed. You were required to edit some details. You edited the details of the transaction but the same response came back and you were asked to edit some details. The details were changed and on 06/19/2024 an email was sent to you confirming the recipient had the funds for transactions R67725487418 and R52874610959. The final transaction was received by the recipient on 06/17/2024.

  Please note within the User Agreement, the following is outlined

  Delivery Promise. Before you submit a Transaction, and in your Transaction receipt, we will provide you with an exact date and time when you can expect your money to be delivered. If the money is delivered after the date and time we display both prior to sending your Transaction and in your receipt, you are eligible for a refund of the Service Fees we charged for the Transaction. To receive this refund of the Service Fees, you must contact us here or use the contact information at the bottom of this Agreement.

  Refunds. You can cancel your transaction at any time prior to its completion. Completion means that your recipient claimed the money you sent either through cash pick-up, home delivery, or bank account deposit. Upon receipt of a cancellation request, we may confirm with our Service Providers to determine whether the transaction has been completed prior to initiating a refund. The Transaction Amount will not be refunded after completion. If, however, you are not satisfied with our service for any reason we will always refund the fee amount. All refunds will be credited to the same Payment Instrument used to pay for the

  Transaction. Refunds are only made in **** dollars and will not be adjusted to account for changes in the value of the **** dollar or foreign currency from the time your Transaction was submitted.

  It also states: 
  

  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.
  

  I can confirm that the transaction fee was refunded to you for each transaction. However, based on the above information, I regret to inform you that Remitly is not responsible for the delays incurred by our partner banks and is not in a position to provide you with a refund or compensation of $25,000 which you had asked for.
  

  I regret the inconvenience caused to you.
  

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

  Yours sincerely,
  

  ***** B
  Complaints Specialist
  

  
  

• Initial Complaint

  Date:06/12/2024

  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.

  Please note this is my second attempt for the same case, but this time with more evidence.I had made a money transfer using Remitly on Apr 26 to my wifes account in *****. The amount was 1500$. Wrong account was given during the transaction, resulting in unsuccessful delivery. I have contacted Remitly numerous times, but they were not intersted in this case at any point. Instead I was getting same reply saying that they have informed this matter to their matter to their partner bank and waiting for a reply from them. Initially they never mentioned their partner banks name. So I was trying from my end to get my money bank. I contacted recepients bank (union bank) many times, and they said they never received the cash since the account number given was wrong. Later, ******************** informed me that it is not union bank , instead they deal with their partner bank which is yes bank. Then I contacted yes bank , and they give me confirmation that money has been returned to Remitly because the account number given was wrong.Now I am giving you proof that money has been returned. So I request remitly to either return my money fully , or an email to my email id ********************** saying that yesbank has not received the money.I have been chatting with their customer care representatives, all of them are useless. They give the same reply regardless. They dont give any contact for further escalation. Even their email id wont work properly, no one replies to the email , instead they send auto replies.

  

  Business Response

  Date: 06/18/2024

  *************************
  
  Better Business Bureau Reference: 21837379
  Remitly Reference: 42451134
  
  Dear ******,
  
  I am writing in response to your complaint filed with the Better Business Bureau on 06/12/2024 in relation to the refund of transaction reference R34350234667.
  
  You have indicated that you had made a money transfer using Remitly on 04/26/2024 to an account in *****. The wrong account number was used resulting in unsuccessful delivery. You have contacted Remitly numerous times, but they were not interested in this case at any point. Instead you were getting the same reply saying that they have informed their partner bank and waiting for a reply from them. You contacted the recipients bank (union bank) many times, and they said they never received the cash since the account number given was wrong. ********************** informed you that it is not ********** but *** bank. You contacted *** bank and they provided confirmation that the money has been returned to Remitly. 
  
  I have reviewed Remitlys records in relation to this transaction. The transaction was submitted on 04/26/2024 12:18AM PT. The transaction was completed from Remitly to the partner bank. You contacted Remitly on 05/04/2024 as the recipient had not received the funds. I can see a number of interactions with you since 05/04/2024 to date where Remitly advised you that the partner had not responded and to wait for a response.
  
  I have checked Remitlys records which shows that the transfer of $1,500 was received from the partner on 05/02/2024. Remitly transferred the funds to your account the same day. 
  
  I understand you state you have not received the funds. I sincerely regret the inconvenience this has caused. Please provide a copy of your bank statement for the month of May and I will trace the funds for you. 
  
  I note your dissatisfaction in this case and with your interactions with Remitly. Please accept my sincere apologies for this, it is never the intention of Remitly to cause upset to our customers and I regret you feel this way.
  
  At your earliest convenience, please send me the bank statement and I will trace the funds for you.
  
  Kind regards
  
  ***** B
  Complaints Specialist
  Remitly Inc.
  
  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21837379
  
  I am rejecting this response because:

  attaching bank statement. Please comment on the proof provided. I have provided the reply from union bank and yes bank (your partner bank) as proof. 

  
  Sincerely,
  
  ***************************************;

  

  Business Response

  Date: 07/02/2024

  *************************
  44 lakecrest trail
  ********, ON L6Z1S6
  Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ********
  
  Dear ******,
  
  Greetings from Remitly.
  
  I hope this message finds you well. Thank you for contacting us again and providing additional evidence regarding your transaction. I sincerely apologize for the frustration and inconvenience you have experienced in resolving this matter. I understand how important this is to you and I want to assure you that we are here to help.
  
  You mentioned that on April 26, you made a transfer of $1,500 (transaction R34350234667) to your wifes account in *****, but unfortunately, the wrong account number was provided, resulting in the transaction being unsuccessful. I can only imagine the stress this has caused, especially when the funds were meant for such an important purpose.
  
  Initially, you were informed that the recipient bank was *********** However, it was later clarified that our partner bank handling this transaction is ********* After contacting ********* they confirmed that the money was returned to Remitly due to the incorrect account number. I understand that this confusion has added to your frustration, and for that, I apologize.
  
  In your initial complaint, you asked Remitly to return the funds to you. On review of your complaint, I can see that the charge was disputed with your bank. I am pleased to inform you that the dispute was resolved in your favor, meaning that you have already received your money back through the dispute process. Our records show that the funds have been successfully returned to you via your bank. If there are any discrepancies or if you believe there is an error in this process, please let us know immediately so we can further investigate and resolve any remaining issues.
  
  This is our final response to this matter.
  
  I hope this resolves the issue for you. As a gesture of goodwill and to show our appreciation for your patience and understanding, we have added a $20 credit to your Remitly account. This credit will be applied as a discount on your next transfer with Remitly. We hope this small token demonstrates our commitment to ensuring your satisfaction and our appreciation for your continued trust in our services.
  
  Once again, I sincerely apologize for any inconvenience caused and appreciate your patience throughout this process. If you have any further questions or need additional assistance, please do not hesitate to contact us. 
  
  Thank you for your understanding.
  
  Best regards,

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau,

   

  
  Better Business Bureau:
  
  Yes, 
  Thats true. Dispute with my bank was my last step to get my money back. I believe it was the right action from me, otherwise I should never have received money from Remitly. I contacted you several times with the same evidences, but you never tried to help me at any stage. Finally I received money due to my own effort and my bank (tangerine) helped me to get my money back. Remitly never offered my money back at any stage, instead Remitly threatened me saying they will block my account for filing the dispute with the bank. Thank for your 20$ bonus, but I will think twice before taking another service from you.
  
  Sincerely, 
  
  *************************
  
  *************************

• Initial Complaint

  Date:06/11/2024

  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.

  Money was taken from my bank account to transfer to someone I do not know in another country. I talked to the company when it happened & they said they would try to refund me, but they did not.

  

  Business Response

  Date: 06/19/2024

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

  Better Business Bureau Reference: 21836148
  Remitly Reference: 42430610
  
  Dear *****,

  I am writing in response to your complaint filed with the Better Business Bureau on 06/11/2024 in relation to transactions on your bank account.

  You have indicated that money was taken from your bank account to transfer to someone you do not know in another country. You spoke to Remitly when it happened & you were advised we would try to refund you, but you did not receive a refund.
  

  I have reviewed Remitly's records which show you have raised a chargeback dispute through your bank and this dispute is currently being investigated. Please wait for a decision on this dispute and if you are not satisfied with the outcome please contact me.

  I trust this is to your satisfaction. If you have any further questions please contact me.

  Kind regards

  ***** B
  Complaints Specialist 
  Remitly Inc

  
  

• Initial Complaint

  Date:06/11/2024

  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 was scammed by someone who stole my information and remitly refused to give any assistance.I provided documents to prove this and was ignored after a promise to be contacted in 72 hours. when I finally got someone they refused to help.

  

  Business Response

  Date: 06/17/2024

  Better Business Bureau Reference: 21835241
  Remitly Reference: 42412449

  Dear *************************,
  
  I am writing in response to your complaint filed with the Better Business Bureau (BBB) on 06/11/2024 in relation to the transaction (Ref R91973680872) on your Remitly account.

  You have indicated that you were scammed by someone who stole your information and Remitly refused to give any assistance. You provided documents to prove this and was ignored after a promise to be contacted in 72 hours. When you finally got someone they refused to help.

  I have thoroughly reviewed your Remitly account and I would like to take this opportunity to outline my findings to you.

  A Remitly account in your name was created on 11/24/2023 @11:48:57 AM. The account was created using the information you provided to the BBB. Upon creation of the account, as with all customers, ********************** asks for acceptance of the User Agreement. By creating the account the user confirms they agree to adhere to *********************** User Agreement and our Privacy Policy.

  Approximately 9 minutes later a transaction for $1,500 was initiated on the account. This transaction was declined by your bank but 4 minutes later a second transaction for the same amount was successfully sent. The transaction was sent to a beneficiary in the ***********. When sending funds, customers again are advised that by clicking on send funds now, they are agreeing to the User Agreement and Privacy Policy. By clicking on send funds now, they are also agreeing to the following question;
  Do you know your recipient? Be wary of scams as you may lose your money with no recourse.

  The funds were sent on 11/24/2023 @ 12:01PM PT and 3DS verified. 

  As this was a new account and the first transaction, Remitly attempted to contact you to discuss the transaction. At that time, there was no answer from you. Following this, an email was sent to you advising Remitly required to verify your identity. To complete your transfer, you were required to log into your account and submit information. The following questions were asked and you provided the following answers on 11/24/2023.

  - What is the name of your business?Jomazon LLc
  - Please provide your Tax Identification Number (TIN). xxxx2225
  - What type of work do your employees do for your business? Amazon Fbm
  - How many employees do you expect to pay through Remitly? 4
  - At what frequency do you expect to pay your employees? Monthly
  - If requested, would you be able to provide information about how you track payments to your employees, such as a timesheet? Yes
  - What is the nature of your business with the recipients? Buisiness Partner

  At that point, the transaction was approved and processed and an email was sent to you confirming this.

  On 05/28/2024 you contacted Remitly advising that this transaction was a scam. We contacted the partner to request a reversal of funds, however, as it was 6 months later the funds had already been debited from the recipients account. Unfortunately, there was nothing we could do in terms of retrieving the funds. 

  I would like to refer you to the User Agreement in which you agreed to be bound to where it states:

  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.

  I understand you state you were advised you would be contacted within 72 hours but this did not happen. Remitlys records show the initial contact with you was when Remitly attempted to call you on 11/24/2023 but was unable to reach you. You returned the call to Remitly the same day and based on the conversation, the transaction was approved and processed. The next time Remitly spoke to you was in May 2024 when you contacted us to advise it was a scam. You contacted Remitly advising it was a scam and you were advised we would contact the partner to request cancellation of the transaction. During the telephone call you were advised that the partner had been contacted and it can take up to 10 business days for a response. You contacted Remitly on 06/11/2024 and you were advised that unfortunately there was nothing we could do for you. The transaction occurred 6 months earlier and the funds had been credited from the recipients account. 

  Regrettably, based on the above information, we are unable to refund the $1,500 to you. I would advise you to contact your bank or your local police who may be able to help.

  I sincerely regret the inconvenience caused to you.
  

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

  Yours sincerely
  ***** B
  Complaints Specialist
  Remitly Inc

  
  

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, *****************************, sent ***************************** $40.00 USD on May 14th, 2024, but she never received the money in her GCash account despite the Remitely site sending me a confirmation email claiming it was sent, and that she had received it.I emailed ******************************** about a month ago, but they never responded to my email, nor did they refund the $40 amount.

  

  Business Response

  Date: 06/17/2024

  *****************************
  
  Better Business Bureau Reference: 21832499
  Remitly Reference: 42396590
  
  Dear *****,

  I am writing in response to your complaint filed with the Better Business Bureau on 06/11/2024 in relation to a transaction on your account.

  You have stated you sent $40 on 05/14/2024 but the recipient has not received the funds. 

  I have reviewed your Remitly account and I can see the transaction (R37127167446) sent on 05/14/2024. You contacted Remitly via chat on 05/15/2024 enquiring why the recipient did not receive the funds. The associate asked you some questions to review the transaction but you had ended the conversation.

  You sent an email to Remitly on 05/16/2024 asking if we could either issue a refund or attempt the transaction again. I would like to offer my sincere apologies to you as our records show you were not contacted. 

  I have, today, added a credit of $100 to your Remitly account to represent the transaction amount plus a gesture of goodwill as a result of Remitly not responding to you. The credit should be available on your account now.

  I hope this goes some way in resolving the matter for you. However, if you have any questions please feel free to contact me.

  Yours sincerely

  ***** B
  Complaints Specialist
  Remitly Inc
  

  
  

  Customer Answer

  Date: 06/17/2024

   
  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. Thank you for the credit.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2024

  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.

  I transferred $3000 to ***** through Remitly on June 2nd, 2024 (Ref# R26394626836) using express delivery where the funds were supposed to be delivered within 5mins. One hour later, I received a message saying that the transaction was completed. However, the funds were not deposited into the recipient's account even after three days of the transfer. I called Remitly customer service for help & they mentioned that have escalated the issue with the recipient's bank. They asked me to wait for 72hrs for a response & provided a partner ID for the transaction. In the meantime, I contacted the recipient bank to verify if there was any hold up from their end & shared the partner ID that was given by remitly. They were not able to retrieve any information with the partner ID number nor the funds were deposited to the bank or in the foreign exchange. I called Remitly customer service again after *********** they are saying that the recipients account number is not matching with the information on file & they cannot do anything since the transaction was already completed. This account is my mom's account & is an existing account on my ******************** profile. I transferred the money to this account multiple times earlier so I don't understand why the account information can go wrong suddenly. The agent was not ready to confirm what is the difference in the account numbers or share any details with me. Also, I am not sure why the system/app would allow the transfer if the account number is not matching in the first place. It all seems very sketchy. These funds were transferred to my mom to make some urgent payments, its been more than a ******** am not sure what to do. Remitly is not helping in any way, they don't seem to care about the issue at all. It is a huge amount for ******* is important for us to make those payments immediately. I would really appreciate if you can help me get a refund for this transfer & I am definitely not going to use Remitly anymore until its resolved.

  

  Business Response

  Date: 06/10/2024

  Dear *********,
  
  I hope this email finds you well.    
  
  On June 2, 2024, you submitted your transaction with the reference number R26394626836 that was completed on the same day. Then, you contacted us on June 5,2024 to report that your mother has not received the fund, so we advised you that the investigation could take 72 business hours. 
  
  We understand your concerns, especially since this is your first experience with such an issue. Ensuring timely funds transfer to your loved ones is our priority.
  
  We were working with our provider bank and today, we received confirmation from them that the transaction was not deposited because the account number does not exist. We confirmed that an additional digit had been included compared to previous transactions. To prevent future discrepancies, we have removed the incorrect contact details from your account. You can re-add your mothers accurate information at your convenience.
  
  As per your request, we have canceled the transaction and initiated a refund, which should be credited to your account within 10 business days, although it may arrive sooner depending on your banks processing times.
  
  For this complaint case, it will be marked as resolved and under the terms of our internal complaint procedures, this is our final response on this matter. If you need further assistance, we recommend going to Remitly.com/help where you can find answers to common questions or reach out to us directly at **************. Our **************** Team is available in English and Spanish 24/7. 
  
  Regards, 
  

  Customer Answer

  Date: 06/12/2024

   
  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. The only concern/suggestion I would like to make is for Remitly to improve their app/system so that it wouldn't allow any transaction to be processed if there are errors in the account details specially for the existing ones. It would be easy if the customer gets to know the error before making the transaction to avoid these issues. However, I see that the transfer is now cancelled & the funds were refunded to my account. I really appreciate the quick response & support from BBB. Thank you!

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

• Initial Complaint

  Date:06/06/2024

  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.

  I often used remitly to send money overseas. On January of 2024 I had made a payment to send money which I then canceled after realizing I sent it to the wrong person. They states I would receive my refund of $84.74 in about 7-10 business days. They never refunded I provided bank statements. Multiple calls to supervisors which ended in no call backs. They ultimately closed my account out leaving me with no access. I would like my money back.

  

  Business Response

  Date: 06/07/2024

  *****************************
  MI 49504
  Phone: **************
  E-mail: ***********************
  Re: BBB Complaint ID: ********

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

  I hope this email finds you well. Thank you for reaching out with your concerns, and I appreciate your patience as we address the issues you've raised regarding your transaction and account status with **********************.

  You mentioned that in January 2024, you initiated a payment which was subsequently canceled after you realized a mistake in the recipient's details. According to our records, a refund for the amount of $84.74 was processed, which typically should have been visible in your account within the standard timeframe of 7-10 business days.

  Please note, depending on the payment method used and your banks specific procedures, the time it takes for a refund to be reflected can vary. Occasionally, rather than appearing as a separate credit, refunds issued shortly after charges may result in the original charge being reversed. This means the original charge could be removed from your statement entirely, rather than showing as a separate refund transaction.

  Upon reviewing the bank statements you provided, we have confirmed two transactions from Remitly as follows:

  Transaction Reference R53372182536: $97.97, dated December 3rd, 2023 (REMITLY* B5E1)
  Transaction Reference R33845610275: $84.38, dated December 31st, 2023 (REMITLY* S08E)

  These charges correspond to the transactions listed with their respective reference numbers and do not pertain to the transaction in question (R70768062996).

  Regarding the suspension of your account, after a detailed review of the circumstances and in line with our commitment to uphold our security standards and regulatory compliance, we have decided to maintain the suspension. This decision is our final stance on the matter.

  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: 06/17/2024

  Good evening, 
  
  I have yet to hear back from remitly about my case refund. Not sure what my next steps could be.
  
  
  Thank you,
  **************************;

  

  Business Response

  Date: 06/29/2024

  *****************************
  MI 49504
  Phone: **************
  E-mail: ***********************
  Re: BBB Complaint ID: ********
  
  Dear *******************************,
  
  I hope this email finds you well. Thank you for reaching out with your concerns and for your patience as we address the issues regarding your transaction and account status with **********************.
  
  In January 2024, you mentioned you initiated a payment that was subsequently canceled after you realized a mistake in the recipient's details. According to our records, a refund for the amount of $84.74 was processed, which typically should have been visible in your account within 7-10 business days.
  
  Please note that the time it takes for a refund to appear can vary depending on the payment method used and your banks procedures. Occasionally, refunds issued shortly after charges may result in the original charge being reversed, meaning the original charge could be removed from your statement entirely rather than showing as a separate refund transaction. This is what happened in your case.
  
  Upon reviewing the bank statements you provided, we have confirmed two transactions from Remitly:
  
  Transaction Reference R53372182536: $94.97, dated December 30rd, 2023 (REMITLY* B5E1)
  Transaction Reference R33845610275: $84.38, dated December 31st, 2023 (REMITLY* S08E)
  
  These charges correspond to the transactions listed with their respective reference numbers and do not pertain to the transaction in question (R70768062996). I understand that you do not agree with the outcome and mentioned that your bank representatives informed you that you were charged and no refund was issued. You can trace the reversal with your bank by providing the system trace audit number (****) 89898.
  
  I know that you are concerned because you cannot access your account to see the transaction history, but please remember that we can provide that specific documentation in PDF format upon your request. 
  
  Regarding the suspension of your account, after a detailed review of the circumstances and in line with our commitment to uphold our security standards and regulatory compliance, we have decided to maintain the suspension. This decision is final.
  
  This is our final response to this matter.
  
  Your satisfaction is our top priority, and we are committed to providing the highest level of service to all our customers. I hope this resolves 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: 07/03/2024

   
  Complaint: 21811347
  
  I am rejecting this response because: the communication on remitly end has been horrible. I have never had such a hard time with you all. If that was the case why wasent it said in the beginning? Why was I promised so many call backs that never happened it had to get to this point. I was told that I would see a negative balance then a refund. Never was I told what you are telling me now. I have no problem moving up further and also letting all my social media platform followers know of how bad of a customer service you guys have. ZERO explanation as to why my account was cancelled. And you guys have NOT resolved my issue. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/13/2024

  *****************************
  MI 49504
  Phone: **************
  E-mail: ***********************
  Re: BBB Complaint ID: ********

  Dear ******,
  
  Thank you for your recent communication. We regret to inform you that we have no further comments to add regarding your complaint.
  
  As previously explained, in January 2024, you initiated transaction R70768062996, which was subsequently canceled as per your request due to a mistake in the recipient's details. A refund request for the amount of $84.74 was processed and issued shortly after the charge. Consequently, the original charge was reversed rather than appearing as a separate refund transaction.
  
  This reversal should have been traceable in your account within 7-10 business days after the cancellation. The time it takes for a refund to appear can vary depending on the payment method used and your banks procedures. You can trace the reversal with your bank by providing the system trace audit number (****) 89898.
  
  Upon reviewing the bank statements you provided, we confirmed two transactions from Remitly:
  
  Transaction Reference R53372182536: $94.97, dated December 30th, 2023 (REMITLY* B5E1)
  Transaction Reference R33845610275: $84.38, dated December 31st, 2023 (REMITLY* S08E)

  These charges correspond to the transactions listed with their respective reference numbers and do not pertain to the transaction in question (R70768062996).
  
  We have carefully reviewed your account and your case with the importance it deserves, and we appreciate the value that our company has for you. Based on a second review of your account, we have identified behaviors that violate our user agreement. Therefore, to protect the integrity of our system, we have decided that your account will remain suspended.
  
  For internal reasons, we reserve the right to withhold further details on why your account has been closed. However, you can view our user agreement on our website for general information.
  
  This is our final response to this matter. We are committed to providing the highest level of service to all our customers. Should you require any further assistance or have additional concerns, please feel free to contact us at your convenience.
  
  Thank you for your understanding.
  
  Warm regards,

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 24th 2024, I used the Remitly app to send money internationally to *****. The transaction shows as delivered from the remitly app, but the money has not been delivered to the recipient. I called the Remitly numerous times to refund the money, but they have not been able to help.

  

  Business Response

  Date: 06/12/2024

  *****************************
  Email: *************************
  
  Better Business Bureau Reference: 21809261
  Remitly Reference: 42122290
  
  Dear ********,

  I am writing in response to your complaint filed with the Better Business Bureau on 06/05/2024 in relation to a transaction on your Remitly account.

  You have indicated that on 05/24/2024, you used the Remitly app to send money internationally to *****. The transaction was shown as delivered on the app, but the money had not been delivered to the recipient. You called Remitly numerous times to refund the money, but they have not been able to help.

  I have reviewed your Remitly account and can see a transaction for $1,921.45 which was sent to a mobile wallet through MPesa. This transaction was submitted on 05/24/2024. However, at the same time, your bank declined the transaction. Remitly sent you an email confirming your card was declined by your bank. There's a few reasons this may have happened and you were given a link to access our website for tips.

  4 minutes later you resubmitted the transaction to a different recipient. Initially Remitly sent an email receipt to you advising the funds had been sent and you would receive regular updates as to when the funds would be available. At that time, the partner MPesa, advised Remitly that due to compliance reasons the funds could not be sent. You were asked to amend the details of the transaction. 

  On 05/24/2024 9:19 PM PT you requested to cancel the transaction. Remitly wrote to the partner to cancel the transaction. On 05/25/2024 6:25 AM PT you contacted Remitly stating that you sent money to yourself but you had entered your name as *********************** instead of ***************************** and you had not received the funds. Upon checking the wallet, the transfer was completed where the recipient mobile wallet number was correct but the recipient name was not. A follow up email was sent to the partner for reversal of the transaction.

  As part of the overall delivery of payment services, Remitly relies on multiple dependencies and include processing banks and partners, which can at times lead to delays outside of our control. An explanation of delivery timing is set out in our User Agreement and on our website. Unfortunately, in this case, the partner did not respond to Remitly straight away.

  The partner did advise Remitly the transaction had failed because the recipients wallet limit was exceeded. On 06/05/2024 you spoke to Remitly after filing a complaint. During this conversation, the recipient was amended and you confirmed to Remitly that the recipient had received the funds. 

  The matter had been resolved on 06/05/2024 and your complaint was closed.

  I regret any inconvenience caused to you.

  Please contact us if you have any further questions.

  Yours sincerely
  ***** B
  Complaints Specialist
  

  
  

• Initial Complaint

  Date:06/05/2024

  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.

  Use this as a payment gateway to pay somebody and I never received my goods. Asked to be refunded from merchant and service company and was told no . Im I disputed with my bank and this company called me trying to make me cancel my dispute with my bank even though I was out of $500. Then told me if I dont cancel it I will not be able to use the platform again

  

  Business Response

  Date: 06/07/2024

  Marche *******
  ************************
  
  Better Business Bureau Reference: 21804455
  Remitly Reference: 42064597
  
  Dear Marche *******,
  
  I am writing in response to your complaint filed with the Better Business Bureau on 06/05/2024 in relation to transactions on your Remitly account.
  
  You have indicated that you used Remitlys services to pay somebody but you never received the goods purchased. You asked to be refunded from the merchant and Remitly and you were told no. You disputed the transactions with your bank and Remitly called you trying to make you cancel the dispute with your bank even though you were out $500. You were then advised if you dont cancel the dispute, you would not be able to use the Remitly platform again.
  
  Please note you have not identified which transactions you refer to but having reviewed your Remitly account I can see three transactions sent to *************************** via JS Bank Direct JS Bank which I believe are the transactions in dispute. 
  
  I would like to firstly outline the background to this case.
  
  The first transaction (reference # R74076845583) was for $100.00/27,336.00PKR and was sent on 04/12/24 11:03AM. This transaction was declined by your bank.
  
  The second transaction (reference # R39851059334) was for $100.00/27,336.00PKR  and was sent on 04/12/24 11:05AM PT. This transaction was successful.
  
  The third and last transaction (reference # R59360626905) was for $356.00/97,472.80PKR and was sent on 04/18/24 12:40PM PT. This transaction was also successful.
  
  On 05/13/2024 you contacted Remitly via chat to advise non receipt of purchased goods. You asked about the reversal of the completed transactions. At that time you were informed that we wouldnt be able to reverse the funds as the transactions were already completed. Remitly does not have a procedure for refunds pertaining to commercial transactions. 
  
  Following this interaction, we received a dispute from your bank for the two successful transactions. On 05/24/2024 we spoke to you. It has been noted that you filled out the dispute due to the fact that you didn't receive the purchased items. You decided to keep the dispute and refused to pay Remitly the chargeback. You stated you wouldnt won't use Remitlys service any longer. On 05/21/24 6:57AM transaction R39851059334 was reversed. For transaction reference R59360626905 the payment was reversed on 05/23/24 6:30AM.
  
  I would now like to address the points raised in your complaint.
  
  You asked to be refunded from the merchant and Remitly and you were told no. You agreed to Remitlys terms and conditions for the first time on account creation after clicking Join now. These terms and conditions were also accepted at the time of each transaction submission, you consented to Remitly's terms and conditions at checkout.
  
  Remitly was unaware of the purpose of the transactions until after they were completed and you contacted us. Within our User Agreement that you agreed to, it clearly states 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... You sent the funds to the recipient despite this clause and the warning displayed which states if you send funds to someone you dont know you may lose your money and Remitly may not be able to recover it.
  
  I would also note the User Agreement where it states:
  
  5. IMPORTANT SERVICE RESTRICTIONS
  3. Commercial Transactions. You should not use the Service to send money except to people that you know. We are not responsible for, the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk.
  
  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.
  
  7. ERROR RESOLUTION, CANCELLATIONS AND REFUNDS
  2. Refunds. You can cancel your transaction at any time prior to its completion. Completion means that your recipient claimed the money you sent either through cash pick-up, home delivery, or bank account deposit. Upon receipt of a cancellation request, we may confirm with our Service Providers to determine whether the transaction has been completed prior to initiating a refund.
  
  The Transaction Amount will not be refunded after completion. If, however, you are not satisfied with our service for any reason we will always refund the fee amount.
  
  You disputed the transactions with your bank and Remitly called you trying to make you cancel the dispute with your bank even though you were out $500. You were then advised if you dont cancel the dispute, you would not be able to use the Remitly platform again. Usually when customers file a dispute, their bank sends the chargeback to Remitly. When we receive a chargeback from the bank, our system will immediately send the funds back to the issuer bank while we keep the investigation ongoing. This allows the customer to have provisional funds while the dispute is investigated. If the chargeback case is valid, the funds remain with the customer. However, if the chargeback case is deemed invalid, Remitly will attempt to recover the funds sent at the beginning of the investigation. This is done by contacting the customer directly. In the event the customer declines to return the funds, ********************** will raise the issue with the customer's bank. In these cases, the customer's ********************** account will be suspended and they will not be able to use our services. 
  
  As you declined to return the funds, your Remitly account was suspended on 05/30/2024.
  
  Unfortunately, under these terms, we are unable to retrieve the funds. I regret that we cannot offer a more favorable resolution to this issue. I understand this outcome is not what you hoped for, and I sympathize with your situation.
  
  Thank you for your patience and understanding. We value your business and are dedicated to ensuring your satisfaction with our service. 
  
  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. 
  
  ***** B

  Complaints Specialist 
  

  
  

  Customer Answer

  Date: 06/17/2024

  This matter is still not solved them not the bank have kept me updated on the process. They are saying funds were reversed and my bank is saying they havent received anything.

  

  Business Response

  Date: 07/02/2024

  Marche *******
  ************************
  
  Better Business Bureau Reference: 21804455
  Remitly Reference: 42064597
  
  Dear Marche *******,
  
  I am writing in response to your complaint filed with the Better Business Bureau in relation to transactions on your Remitly account. ********************** previously replied to your complaint. I attach a copy of this response for your reference. 
  
  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 **************.
  
  Best regards,
  
  ***** B
  Complaints Specialist