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:06/02/2024

  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.

  Money transfers claim to be DELIVERED to target bank account, but in reality the money is being held by REMITLY until you call them to ask, "where is my money?".This is completely deceptive and blatantly FALSE. The funds have NOT BEEN DELIVERED.I have attached two supporting documents.proof of transaction: Remitly_RECEIPT_claiming_to_have delivered the money.pdf proof from chat support that my money has indeed NOT BEEN DELIVERED: Remitly_support_transcript.txt

  Customer Answer

  Date: 06/03/2024

  I have cancelled the transaction via Remitly and I am awaiting a refund.  Of course, they must hold my funds (it will be a total of 20 days that they will have held my funds) while they "process" the return....  they skate around the edges of what would be considered good faith handling of their cases.  All to the financial inconvenience of the customer.  Shady!!

  

  Business Response

  Date: 06/07/2024

  *****************
  **************************************************************************************
  E-mail: ************************
  
  Better Business Bureau Complaint Reference: 21791391
  Remitly Complaint Reference: 41931707
  
  Dear *****************,

  I am writing in response to your complaint filed with the Better Business Bureau on 06/02/2024.

  You have indicated that your transfers are claimed to be delivered to the recipients bank account, but in reality the money is being held by Remitly until you call them to ask, "where is my money?". You state this is completely deceptive and blatantly false as the funds had not been delivered.  

  I have reviewed your Remitly account and I can see you transferred $956.37 to a recipient on 05/25/2024. 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. When you submitted the transaction, Remitly sent the funds to the partner. Our original delivery promise, which was emailed to you was 05/31/2024 at 9:34PM EDT.

  On 05/31/2024 an email was sent stating we had confirmed the funds were deposited to your recipient's ********** of ****** ***** account. You contacted us on 06/02/2024 advising the recipient had not received the funds. You were advised to wait as the matter had been escalated to the specialist team to locate the funds. 

  On 06/03/2024 an email was sent to you advising that unfortunately, we were unable to complete your transfer to *************************. We received a post settlement return on R52303296222 because ********** of ****** ***** reported a problem with the recipient account, such returns can be due to one of the below reasons:
  - Invalid account number
  - Account is dormant or suspended
  - Invalid account currency
  - Bank account KYC status
  - Account type not eligible to receive remittances.

  To help us process this transaction, we requested you to check the status of the bank account with your receiver and update the details by editing your transfer. Transfers that are not edited within 72 hours would be canceled and refunded.

  You contacted us via the chat facility on 06/03/2024 and you were informed that the funds were with Remitly and of the options available to you:
  - We could change the receiver and also delivery methods to cash pickup, or;
  - We could cancel the transaction and if you canceled the transaction the funds will be credited to your account within 7-10 business days 

  You did not respond to the chat on that day. Later that day on 06/03/2024 you canceled the transaction and $956.37 was refunded to your account.

  I regret any inconvenience caused to you. Please do not hesitate to contact us if you have further questions or require additional assistance.

  Kind regards
  ***** B
  Complaints Specialist
  

  
  

  Customer Answer

  Date: 06/07/2024

   
  Better Business Bureau:
  

  The company returned the funds to my account.  

  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:06/01/2024

  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.

  This issue took place today 1 June 2024. Prior to this i have had not problems with Remitly that were not able to be resolved. I tried to send a money transfer to the *********** as I normally do today but my long-in seemed dismantled. I tried to reset my password but i got a message saying my account is suspended. I called customer service and they say they noticed some illegal activity that are against the rules. I am the to tell me about this illegal activity, They explained they cannot tell me why my account is suspended. I asked to talk to a supervisor, they declined. But told me i can make a different account. I did, and the money seemed to go through, but at the end of the transaction, it said the transaction was canceled and I would get the money back in up to 10 days. I called them again and ask what did I do wrong. Again, they could not tell me. I have not done anything wrong. I dont deserve to be treated this way.

  

  Business Response

  Date: 06/03/2024

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

  BBB Complaint (21790543)

  Greetings from Remitly.

  We are writing in response to the complaint you filed with the Better Business Bureau on (06/01/2024). Thank you for bringing your recent experience to our attention.  

  Please be assured that our intention is not to inconvenience you.

  Remitly, as a regulated financial institution, is required to adhere to guidelines to protect our customers' personal information. During the last review of your account, our compliance team found behaviors that did not meet our security measures and went against our User Agreement Policies.

  As a result, we have closed your account to ensure the safety and integrity of our platform and protect our users from potential risks. To protect the integrity of our company. Remitly reserves the right to disclose further details of why we made this difficult decision.

  As for the transfer with the reference number R44815325403 that you attempted to process on a new profile created, it was reversed, meaning that any pending authorizations made on your bank account should be released by your bank since we did not collect the funds. You may get in touch with them to confirm that any pending charges with this amount should drop off by June 8th, or depending on how fast your bank will process it, you may use this system trace audit number ****** for reference.

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

  Regards,

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21790543
  
  I am rejecting this response because: I still don't know what i did wrong. I have read the compliance requirements and i I did adhere to the rules. I have several friends in the *********** and i send them small amounts of money at times to help them in thier struggle to survive as life is hard over there. But here is not illegal or shady going on. I at least deserve to know what i did to be expelled from the website. I will not accept this ruling gracefully, its discrimination. You randomly picked me out and decided to close down my account and refuse to say why. I did nothing wrong and do not deserve to be treated this way. I will peruse this injustice. I strongly reject your response and you have said nothing. And you have not attempted to resolve this issue. My complaint stands for life. I hope someone brings you to justice
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/01/2024

  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 tried sending money to my self in ******* since Monday the 27th of 2024 and Remitly has been holding my money due that they dont have my money and the other bank ***** they used to transfer the money is the one whos holding the money. I contacted *** and submitted all the required documents in the end they informed me that Remitly how holding your money and they are the only one who can refund your money. My vacation turned to phone calls and hold time for hours without any resolution. Please help me.

  

  Business Response

  Date: 06/02/2024

  Dear ******,

  We sincerely regret any inconvenience you experienced with your recent transfer (ID: ************. Following your request, we have now cancelled this transfer. Please be assured that the refund process has been initiated and should reflect in your account within 10 business days.

  As a gesture of goodwill and to express our commitment to your satisfaction, we have added a $30 credit to your account. Please note that this credit will be automatically applied to your next transfer with us, making your future transactions even more convenient.

  If you have any questions or need further assistance, please feel free to reach out to our customer support team at any time. We are here to assist you and ensure your transactions are smooth and hassle-free.
  
  Thank you for your understanding and patience. We value your trust in our services and look forward to serving you again soon.
  
  Warm regards,

  Customer Answer

  Date: 06/03/2024

   
  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:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference number: R29999328469 On May 28 I tried to send $180 to Vietnam but my transaction was delayed and put on hold. I contacted the customer service and they said the money was sent but I just needed to wait for confirmation from the partner bank. It was a rush kinda money so I decided to cancel the transaction and I made another new transaction. The new transaction went through smoothly, but at this point, I got some troubles with the previous transaction. I contacted the agent. The first agent said my transaction could be cancelled but they weren't allowed to cancel the transaction on their own and needed to wait for the technical department to do it and it should only take a few hours. After a few hours, there was no update so I reached out to another second agent. They said they couldn't cancel it on their own and I just needed to wait for a business day so that they can work on it. After over a day, there was still update. I reached out to a third agent, she said I had to wait for up to 10 business days because she couldn't cancel it on their own. At this point I really felt like I was scammed! I reached out to a forth agent and he said he would need to email the recipient bank so that the bank will cancel the transaction and I needed to wait for 72 hours to get any updates from them. Each time, each agent gave me a different/ vague answer, nobody was able to give me an accurate answer and at this moment, maybe I am the unlucky one that was scammed by Remitly! So sad that a big business decided to scam an individual :(

  

  Business Response

  Date: 06/03/2024

  Dear *****,
  
  I hope this email finds you well. 
  
  On May 28, 2024, you submitted your transaction with the reference number R29999328469. This transaction was placed in review by our provider bank and we were waiting for updates and we did not have a specific time frame when they would reply to us. 
  
  We regret to hear about the difficulties you've experienced with your transactions to *******, especially given the urgent nature of your need to transfer funds.
  
  We understand that receiving conflicting information from different agents can be frustrating and confusing. Please rest assured, it is never our intention to make our customers feel uncertain or misled about the status of their transactions. We deeply value your trust and aim to resolve any issues as swiftly as possible.
  
  We recently received an update from our provider bank that the transaction failed and for this reason they could not complete it. So, we proceeded to cancel the transaction and you will receive your money back within 10 business days; depending on your bank, it could take less. 
  
  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, 

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to send money to ***** on 3/20/24,(Reference# ***RT166464180). Within 10mins of sending the $500, I got a message that it could not be delivered because of some errors. I contacted the merchant and asked them to cancel it. I also attempted to get it canceled in the app and got notifications stating it was being canceled. After 15mins it went to hold and I contacted them again and they assured me it is now going to be canceled but I still don't have my $500.Reference # ***RT166464180

  Customer Answer

  Date: 06/01/2024

  Issue has been resolved and I want this case closed. 

  

  Business Response

  Date: 06/05/2024

  *****************
  Email: *******************
  
  Better Business Bureau Reference: 21781037
  Remitly Reference: 41784659
  
  Dear *****************,

  I am writing in response to your complaint filed with the Better Business Bureau on 05/30/2024 in relation to a transaction on your Remitly account.

  You have indicated that you sent money to ***** on 3/20/2024, (Reference 455RT166464180). Within 10 minutes of sending the $500, you received a message that it could not be delivered because of some errors. You contacted the merchant and asked to cancel it. You also attempted to get it canceled in the app and got notifications stating it was being canceled. After 15 minutes, it stated on hold and you contacted Remitly again and they assured you it is now going to be canceled but you still don't have the $500. 

  In relation to the refund timeframe, Remitly processes your refund request immediately. However, it can take longer to get the money back in your card or bank account. The timing can vary depending on the payment method and when you cancel. Here are the expected timelines for each payment method:
  Debit or credit card payments: It usually takes 3 to 5 business days for your money to be deposited back into your account. But it can take up to 10 business days depending on your bank.
  Bank account payments: It can take up to 10 business days for your money to be deposited back into your account.

  We know it can be frustrating to wait for your refund. Refund timelines vary depending on the payment method, country, and how quickly your bank can process the refund.

  I can confirm the transaction has been canceled and you were advised of this on 05/31/2024 when you spoke to Remitly. You were advised to wait up to 10 business days and you were happy to do so.

  Thank you for your patience and understanding. 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

  
  

• Initial Complaint

  Date:05/30/2024

  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.

  The date of this transaction for 5/27/2024 and I made a transaction using *** transaction and canceled it immediately and made a debit card transaction to pay a seller so funds would reach sooner. Even after canceling the *** transaction, and telling me it would be credited to my account in a few days, they go ahead and charge me on May 30th. I ask Remitly and speak to Chat ***** and he tells me to contact the seller as it is not remitly's fault. Horrible in terms of customer service and not honoring their cancellations.

  

  Business Response

  Date: 06/05/2024

  ***************************************
  Email: *****************
  
  Better Business Bureau Reference: 21778546
  Remitly Reference: 41769985
  
  Dear ***************************************,

  I am writing in response to your complaint filed with the Better Business Bureau on 05/30/2024 in relation to a transaction on your Remitly account.

  You have indicated that you made an *** transfer of $13.99 on 05/27/2024 and canceled it immediately and made a debit card transaction to pay a seller. Even after canceling the *** transaction, and Remitly advising the funds would be credited to your account in a few days, you were charged again on 05/30/2024. You contacted Remitly and you were advised to contact the seller as it is not Remitly's fault. 

  I have reviewed your Remitly account and I can see you sent two transactions on 05/27/2024 to a recipient in *****. I understand you advised you had immediately canceled the first transaction, however, from reviewing Remitlys records, I have not located any interaction with you in relation to canceling the transaction. If you have further information pertaining to this request, please let me know and I will be happy to assist you.

  During the chat conversation with Remitly you advised you had canceled the transaction made through your bank account. The associate checked the transaction and as the funds had already been deposited into your recipients account, we were unable to recover the funds. You were advised to contact the recipient directly and request a refund. 

  I sincerely regret any inconvenience caused to you. I appreciate you bringing this matter to our attention and again, if you have any further information please let me know. 

  Please feel free to contact us again if we can be of any further assistance. Customer Service can be reached 24 hours a day, seven days a week at **************.

  Kind regards

  ***** B
  Complaints Specialist
  

  
  

• Initial Complaint

  Date:05/28/2024

  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.

  May 24th I had sent a payment through Remedy to an account for **** Bank in ********, the recipient claims they never received it and informed me that **** Bank had a networking issue, because i was paying for a service I had to pay another $194 or 55K PKR to the user I spoke with ********************** and they originally told me that this was a rare occurance and that the bank would reverse the charge Today now Remitly is telling me that the transaction was marked as delivered and there is nothing they can do They told me 2 different things, I am requesting a refund of 194$ for transaction Reference number R12159495228

  

  Business Response

  Date: 05/29/2024

  *********************
  E-mail: ***********************
  
  Better Business Bureau Reference: 21768339
  Remitly Reference: 41674835
  
  Dear *********************,
  
  Greetings from Remitly. 
  
  I am writing in response to your complaint filed with the Better Business Bureau on 05/28/2024 in relation to transaction reference R12159495228.
  
  In your complaint, you outlined concerns related to your transaction that were not received by the beneficiary. I have contacted the partner who has confirmed their records show the funds have been sent to the recipient. When a transaction is submitted, Remitly sends the funds to our partner bank who in turn sends the funds to the recipient. In this case, the partner states the funds were sent without error. 
  
  If you can provide evidence that the funds have not been received, such as a bank statement, please contact me and we will look into the matter.
  
  We would like to apologize for the inconvenience this has caused and we sincerely appreciate your patience as we worked to resolve this issue for you. If for any reason you encounter
  additional problems, please dont hesitate to contact us once more.
  
  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. Customer Service can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  Remitly, Inc
  
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21768339
  
  I am rejecting this response because:

   

  When I had originally sent the first payment, the recipient said they did not receive it and it was due to a network error on their banks part

  My original phone call with Remitly, the representative informed me that this is a rare occurrence and that the transaction would be reversed and refunded to me and that I did not have to do anything

  The recipient is not cooperating and not providing the bank statements but I should not have to even do this because the original Remitly representative said It would be reversed regardless

  Remitly gave me false information 

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

• Initial Complaint

  Date:05/27/2024

  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.

  Today (May 27 2024) i tried to use Remitly to send $7000 to a relative abroad. I used their services before, and to this particular account before. Today they said there was an issue in transfer so the transaction couldn't be completed and informed me that it would take them 10 days to transfer back my money. If this is the case for when they cant compete a transaction there should be a very clear disclaimer to all users about the fact that in the event of an issue, only option would be to ask the user to cancel their transaction - as this is an issue user cant foresee the money should be immediately returned as the service is not completed. This has dire consequences for the users and this is a deceptive and unethical practice

  

  Business Response

  Date: 05/29/2024

  Ekin Yasin
  *****************
  E-mail: **********************
  
  
  Better Business Bureau Reference: 21766265
  Remitly Reference: 41639685
  
  
  Dear *******************,
  
  I am writing in response to your complaint filed with the Better Business Bureau on 05/27/2024 in relation to transaction reference R19824946227.
  
  You have indicated that on 05/27/2024 you initiated a transaction to send $7000 to a relative abroad. You had sent funds to this recipient before, however, there was an issue with this transfer. You contacted Remitly and you were advised it couldnt be completed so you would  receive a full refund. You were advised the refund would take 10 days. You state this is not noted anywhere and this has dire consequences for customers and is a deceptive and unethical practice.
  
  On reviewing your account I can see you sent $7,000 on 05/27/2024 and an email was sent to you shortly afterwards stating the funds had been sent to QNB Finansbank. Remitly received a notification that there was an error in sending the funds successfully to the recipient but we were working to resolve it. Remitly emailed you on 05/27/2024 advising we were unable to complete your transfer to Ekin Powers because we needed additional information from you. 
  
  You contacted Remitly via chat on 05/27/2024 and following a review of your account, you requested to change the account details of the recipient. We sent this information to QNB Finansbank for processing. 
  
  QNB Finansbank advised us that the transfer could not be completed as the amount you sent exceeded their daily limits. Therefore, they could not accept the transaction and the funds were returned. The amount of $7,004.99 (amount sent plus the fee) was returned to your paying account ending 8040 on 05/28/2024.
  
  In terms of the timeframe for the refund, please note, when your transfer is canceled, Remitly processes your refund request immediately. However, it can take longer to get the money back in your card or bank account. The timing can vary depending on the payment method and when you cancel. Here are the expected timelines for each payment method:
  Debit or credit card payments: It usually takes 3 to 5 business days for your money to be deposited back into your account. But it can take up to 10 business days depending on your bank.
  Bank account payments: It can take up to 10 business days for your money to be deposited back into your account.
  
  Refund timelines vary depending on the payment method, country, and how quickly your bank can process the refund. 
  
  The above information can be found on our website www.remitly.com. I would also refer you to our User Agreement, which you agreed to, where it states:
  
  Please note that residents of certain jurisdictions may have certain refund rights and complaint procedures, as described here:
  **********. As a Sender located in the state of **********, you are entitled to a refund of all moneys received for transmittal within ten days of receipt of a written request for refund
  
  I regret any inconvenience caused to you. 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,

  ***** B
  Complaints Specialist
  
  
  

• Initial Complaint

  Date:05/24/2024

  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 had made a transaction #R34671377426 to ********** of India on 29-Apr-2024 and the money never reached the recipient's account, even though the status says complete. I have been calling Remitly customer service for last 3 weeks repeatedly and there has been no progress on my issue whatsoever. Their customer service agents keep beating around the **** and giving false promises that my money will be safe, but they have no clue where the money went. They keep saying they have sent emails to SBI branch, and they are waiting for response. I asked them why they can't arrange a call with local branch manager and have a discussion on what's going on. Yesterday, I asked the agent to arrange a call with his manager/team lead and he promised me the manager will call me within 2 hours. So far, I haven't received any calls from the business. The money sent was to support my mother-in-law who is 72 years of age and living alone after her husband's death few months ago. At this age, she is being forced to go and check ********** of India local branch to see if the money has come. This issue is causing great distress to me, and my family and it is pathetic to see the lack of responsibility from a public company like Remitly. I urge the business to take this issue seriously and find where the money has gone and if you can't find it, issue me a refund promptly.

  

  Business Response

  Date: 05/25/2024

  Dear ******,
  
  Thank you for reaching out and sharing the challenges you've faced with your recent transaction. We deeply regret the distress and inconvenience this has caused to you and your family, especially under such difficult circumstances.
  
  After our last conversation, we have confirmed that the funds did not reach the intended recipient. Consequently, we have processed a refund of the full amount of $492.99. This should reflect in your account within the next 5 to 10 business days.
  
  Additionally, we recognize that the service you received fell short of the high standards we strive to uphold. As a token of our appreciation and in recognition of the inconvenience this situation has caused, we have added a $40 Remitly discount to your account for future use.
  
  Please rest assured that we are taking comprehensive steps to investigate this matter thoroughly and implement measures to prevent such issues from recurring. Your experience has highlighted areas where we need to improve, and we are committed to making those improvements.
  
  We appreciate your patience and cooperation throughout this process. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  
  Warm regards,

• Initial Complaint

  Date:05/19/2024

  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.

  I used Remilty to send money to my relative in ******. The transaction was initiated on 3/May however due to system glitches the transaction was sent till 5/May. However, the money was not transferred to the recipient as promised. Upon complaining to customer service, I was advised the money has been transferred to recipient bank account and they have written confirmation - which turn out to be a lie. After one week, I had to escalate and customer services revealed that they gave the money to partner (***) and they deposited the money in recipient bank. Its been almost 3 weeks now (19/may) they are giving me run around on this transaction and every time I call they ask for 3 business days to respond. Recipient reached out to his bank and it turns out Remitly partner is blacklisted in their system. I had no other option to file a formal complaint to BBB for resolution and also request to investigate it further for unethical practices. I believe investigation is required so that public is not harmed in future.

  

  Business Response

  Date: 05/27/2024

  To whom it may concern,

  We are taking *************************** complaint seriously. We have escalated this matter to our partner involved in this transaction and anticipate receiving an answer by 29th May 2024. We will provide *********************** with a further update at this time. In the meantime, we would like to apologize for the delay and inconvenience caused and offer a gesture of goodwill of $100, which I have applied to the customer's account.

  I trust this is to your satisfaction.

  Kind regards

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

  

  Business Response

  Date: 05/31/2024

  ***********************
  On L9T8B2
  ******
  Email: ******************
  
  Better Business Bureau Reference: 21732462
  Remitly Reference: 41241302
  
  Dear ***********************,

  I am writing in response to your complaint filed with the Better Business Bureau on 05/19/2024 in relation to a transaction you sent through Remitly.

  I understand you used Remitly to send money to a relative in ******. The transaction was initiated on 05/03/2024 however due to system glitches the transaction was sent on 05/05/2024. The money was not transferred to the recipient as promised. Upon complaining to Remitly, you were advised the money had been transferred to the recipients bank account and there was written confirmation. After one week, you escalated the matter and Remitly revealed that the money was sent to the partner (***) and they deposited the money in the recipients bank. However, the recipient has confirmed that the partner is blacklisted with their bank.

  I would like to sincerely apologize for the inconvenience this matter has caused. I have reached out to the management team who have raised this concern with the partner bank to resolve. As part of the overall delivery of payment services, Remitly relies on multiple dependencies which include processing banks and partners, and at times can lead to delays outside of our control. Remitly is currently working to enhance the relationship with the partner to ensure a resolution is made and improve the overall customer experience. In the Complainants case the app advised funds are usually delivered within 2 hours. 

  I apologize for the inconvenience caused to you and your recipient.

  I can confirm that the payment has been refunded to you in full. 

  I have also credited your Remitly account with $100 for the delay in responding to your complaint.

  Yours sincerely
  *************************
  Complaints Specialist