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:05/18/2024

  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.

  There are two transactions in my bank account that I did not authorize. One for $150 and the other $200. Bank cant do anything until it clears.

  

  Business Response

  Date: 05/21/2024

  ***********************
  *****************************
  
  BBB Case Number: 21731382
  Our Case Number: 41230321

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

  We are writing in response to your complaint filed with the BBB on 05/18/2024  in relation to two transactions on your bank account.

  You have indicated that there are two transactions on your bank account that you have not authorized. 

  I have searched Remitlys records and can confirm there is no account in your name. Please note that with no information pertaining to the transactions, we are unable to look into this matter. I would urge you to contact your bank to trace the transfers as they may be able to provide more specific information on the nature of the transactions.

  If you have additional information which you can share with us, we would be happy to investigate further.

  If you have any questions please feel free to contact us.

  Remitly Inc.
  

  
  

• Initial Complaint

  Date:05/17/2024

  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 used this company to send money through to another company they told me being that i got scammed they would give me a refund & told my bank as well they would be the ones to give me my money back and now are saying they are not giving me my money back and i have to take it up with my bank when they are telling my bank a different story.

  

  Business Response

  Date: 05/22/2024

  ***********************
  *******************************
  
  BBB Complaint Reference: 21726284
  Our Complaint Reference: 41171716
  
  Dear ***********************,
  
  I am writing in response to your BBB complaint filed on 05/17/2024 in relation to transaction reference R33707011819.
  
  You have stated you were scammed in the amount of $1,050 and advised by Remitly you would receive a full refund which hasnt happened. Remitly are now advising that a refund cannot be facilitated and you are being referred to your bank.
  
  I have reviewed your Remitly account and I note the transaction in question was submitted to make a purchase. You did not receive the merchandise and since realised you were scammed. The User Agreement you agreed to be bound by clearly states that if you use our services for commercial purposes, you do so at your own risk. Remitly is not liable for any losses in this regard. A chargeback case was set up and I would note that the bank has found Remitly is not at fault for this transaction.
  
  Notwithstanding the above, Remitlys records show you were given misleading information. I sincerely apologise for the inconvenience caused to you as a result. Due to this misinformation, Remitly is going to refund in full in the amount of $1,050. If you could please provide details of the account you wish to receive the funds I will arrange the payment. Please include your bank details, bank name and address. 
  
  Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you for bringing this matter to our attention. 
  
  Remitly Inc. 
  
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21726284
  
  I am rejecting this response because: why would multiple people from your business tell me i will receive a refund already knowing the situation. They also stated that my bank has the funds and that my bank will refund me when my bank has sent the funds back. Why would i have to contact my bank when you told me as well as my bank that you will be the one issue my refund. You are trying to play both sides by telling me to contact my bank and then telling my bank that you will issue me a refund. My bank cant do anything about it when you constantly denying the issue and telling them you will be responsible for issuing my refund. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/22/2024

  I need to change my response I was looking st it from my phone and most the message from Remitly was cut off so I didnt see the part where they offered my a refund until i looked at it from my laptop.

  Customer Answer

  Date: 05/23/2024

  I want to take the refund they offered. My bank information is TD bank 
  My account information is 4430235493
  Routing 031201360
  

  
  

  

  Business Response

  Date: 05/24/2024

  ***********************
  *******************************
  
  BBB Complaint Reference: 21726284
  Our Complaint Reference: 41171716
  
  Dear ***********************,

  I refer to your acceptance of Remitlys offer of a refund in the amount of $1050. I am writing to let you know that I have processed the payment today to your nominated bank account. 

  Please allow some time for the funds to reach your bank account. 

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

  Yours sincerely
  

  Ciara 
  Complaints Specialist
  

  
  

  Customer Answer

  Date: 05/24/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 05/29/2024

  Goodmorning Remitly is saying they are not going to give me a refund after they reported to BBB that they were going to do so.

  

  Business Response

  Date: 05/30/2024

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

  I am writing in response to the contact you made with the Better Business Bureau in relation to the status of your refund.

  I note you have been advised by Remitly that you will not be getting a refund. 

  Firstly, please accept my sincere apologies for the inconvenience and stress this matter may have caused you. I assure you I have submitted the request for the refund to be made to your account. 
  Regrettably, due to the volume of requests we receive, there can be a slight delay in processing the refund for you. However, I have expedited the request today to have the refund processed.

  Rest assured, Remitly will be refunding you $1,050.

  If you have any questions pertaining to this please contact me and I will be happy to assist you.

  Again, I am sorry for the inconvenience caused to you.

  Thank you

  *****
  Complaints Specialist
  

  
  

  Customer Answer

  Date: 05/30/2024

   
  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:05/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent $4559.27 back home to ******* on 05/14/2024 and the transfer was supposed to be an instant transfer, i snet my aunt to pick up the money from the cash pickup location, when she got there they couldnt process the transaction as it was blocked by remitly. I contacted remitly and an agent suggested that she will change the reference number as she was doing so, literally a second into it the transaction magically popped up as completed but it never was and she said ohh sorry ** going to contact the bank and all that talk. To keep in mind the money i sent was to pay for my divorce back home and the final due date was yesterday and now Im suffering heavier and more severe financial problems and stress due this unprofessional mistake by them. When i cal every single day they say something different, like your money will be available in 2 hours i send my aunt still nothing, they provided me with a fake reference number and i sent my aunt again the cash agency back home said it doesnt even pop up in the system. My aunt contacted the corporate of the Wafacash in ******* and they told here weve sent an email to remitly and they have yet to respond so now Im suffering because of this and i need to pay a heavy fine because of this around $2000 extra and not to mention all the stress and health problems this has caused me and severe anxiety no sleep. The problem is no one has given me a solution to them its a game, they all say the same thing every single day, I cant play with them this game anymore! I am sending this to you to get an urgent response and solution. Please and thank you.

  

  Business Response

  Date: 05/20/2024

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

  I am writing in response to your complaint filed with the BBB on 05/17/2024 in relation to a transaction you made in the amount of $4,559.27.

  You state you sent funds to a recipient in ******* on 05/14/2024 and the transfer was supposed to be an instant transfer. However, when the recipient went to pick up the funds, they couldnt process the transaction as it was blocked by Remitly. You contacted Remitly and an agent suggested that she would change the reference number as she was doing so, the transaction was marked as completed but it never was.  

  I have reviewed your Remitly account and I can see that on 05/13/2024 you sent funds to *******. A notification was sent to you confirming the transaction was being reviewed which was normal procedure. Ten minutes later, a second notification was sent advising you that the funds had been sent to the recipient and they could be collected as follows;

  How can Nouheila collect this remittance?
  Provide the transaction reference number (***********) to Nouheila.
  Tell Nouheila to take an official government-issued photo ID to any Wafacash location.
  Have Nouheila inform the cashier that he or she has received a remittance through **************************** validating ********'s photo ID and reference number, the cashier will provide the amount of money shown above.

  As requested Remitly asked the partner bank to change the cash pickup location for the recipient. On 05/18/2024 the following was sent to you;

  Unfortunately, we were unable to complete your transfer to *****************.
  We received a post settlement return on *********** because ******** 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 request 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 will be canceled and refunded.

  Within one hour on 05/18/2024, Remitly confirmed to you that the funds had been sent successfully and the recipient had the funds. The pickup location had been amended and the recipient was able to collect the funds.

  I regret any inconvenience caused to you as a result of this. I would note that Remitly takes our customers accounts and information safety very seriously which means regular checks may need to be completed. We also want to ensure that the funds reach the intended recipient successfully.  I am happy to note that the recipient has the funds.

  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.  ******************** Team is available in English and Spanish 24/7 at **************.

  Thank you,

  Remitly Inc.

  
  

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14th, I initiated a transfer (remittance) with this company, whose "promised delivery" time frame was 30 minutes. This remittance was from my US based account to my own account in ********* soon as I clicked send, that changed and it said there was a "delay, but they were doing everything they could to finalize the transaction in the next 4 hours". By 5/15 at 9 am, the transfer still wasn't complete, so I reached out via chat and was told there was a hold up with the bank in ****** due to system updates but "no worries, it would be completed today". I let them know this was causing me financial stress, I had to make payments and would be charged late fees, but I kept getting the same copy/pasted responses from different reps saying "they'd take ownership and fix it" but the money wasn't in my account. On 5/16/24 I was even told that BBVA was "undergoing system maintenance and so, their system was down". I called BBVA - they denied this and said it was false, they had been receiving remittances and domestic and international transfers and that there was no incoming transfer into my account. Needless to say, I was ******. I contacted them again, asked to speak with a supervisor, asked for a refund and STILL kept getting the same copy/pasted replies to just be patient - and the last rep ******* was the worst of all, kept giving me the same copy/pasted responses, kept me in chat for over an hour when I repeatedly told him I just wanted my money back and if he couldn't do that, to transfer me to speak with a supervisor or someone who could, and he just kept repeating that a supervisor would tell me the same thing, when I wouldn't budge and told him I knew it was all lies, he finally told me the thing was all he could do was send an email to ask about the transaction because due to time zone differences there was no supervisor even there. They won't even give me my money back, they won't send it, and all they do is lie. I need help.

  

  Business Response

  Date: 05/18/2024

  Dear ******,
  

  I hope this email finds you well. This is our final response to this matter.
  

  I have tried to contact you by phone twice, but was unable to reach you. Nevertheless, we still want to ensure that this situation is addressed appropriately.
  

  Thank you for reaching out and sharing your experience with us. I understand how frustrating and stressful the situation must have been for you, and I sincerely apologize for the inconvenience you faced.
  

  On May 14th, you initiated a transfer from your US-based account to your account in ****** with a promised delivery time of 30 minutes. Unfortunately, due to unforeseen issues with our partner bank's system, there was a significant delay. Despite our best efforts to expedite the process, the transfer was not completed within the expected timeframe.
  

  By May 17th, the transaction was successfully completed after we resolved the maintenance issues with our provider. We deeply regret the misinformation and the repetitive responses you received during this time, which only added to your frustration. We understand the impact this had on your financial situation and the stress it caused.
  

  Please rest assured that we are taking corrective actions involving the representatives that assist you to prevent similar issues in the future. We are working closely with our partners to ensure better communication and reliability, especially when handling sensitive transactions. Additionally, we are reviewing our internal processes to improve the accuracy and helpfulness of our customer service responses.
  

  We have refunded the $1.99 delivery fee you paid, as we were unable to meet the promised delivery date. Additionally, as a gesture of goodwill and in recognition of your patience and your excellent history with Remitly, we have credited $100 to your account as a ********************** discount. You can use this credit for your next transfer to ****** or any other destination with no expiration date to be able to send a higher amount back home.
  

  Thank you for your understanding and continued trust in Remitly. If you have any further questions or need assistance, please do not hesitate to contact us. We are here to help and ensure your future experiences with Remitly are seamless and satisfactory.
  

  Best regards,

  Customer Answer

  Date: 05/18/2024

   
  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:05/10/2024

  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 used remitly on Apr 24, 2024, 7:19 PM PDT to transfer the funds to a bank account in ***** belonging to my grandfather. The amount has not been delivered to him as of today May 10th, 2024. They had promised to deposit the money on April 30th. The transfer was put on hold on April 30th due to some issues. I called them again and verified the details to resubmit the transaction. They processed and informed me that the amount was delivered on May 2nd. However, the amount has not been delivered so I have been calling customer care every alternate day for the last week and they are continuing the investigation. In the most recent call, the customer care agent confirmed the amount is stuck and he will try to cancel once they can recover the amount from their partner bank.

  

  Business Response

  Date: 05/15/2024

  Srivignessh **********************************
  *****************************************************************************
  Daytime Phone: **************
  E-mail: ************************
  
  BBB Reference: 21693855
  Our Reference: 40804351
  Transaction Reference: R59732694643

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

  I am writing in response to your complaint filed with the BBB on 05/10/2024 in relation to the above referenced transaction.

  You have indicated that on 04/24/2024 you sent  funds to a bank account in ***** belonging to a family member. The amount has not been delivered to him as of 05/10/2024. The original pay promise was 04/30/2024. The transfer was put on hold on 04/30/2024 due to some issues. You contacted Remitly and verified the details to resubmit the transaction. The transaction was processed and you were informed that the amount was delivered on 05/02/2024. However, the amount has not been delivered so you have been calling customer care every alternate day for a week and you have been advised Remitly is continuing the investigation. In the most recent call, the customer care agent confirmed the amount is stuck and they would try to cancel the transaction once they could recover the amount from the partner bank.

  I have reviewed your Remitly account and I can see the transaction being initiated on 04/24/2024. A notification was sent to you confirming that the funds would be available for your recipient by 9:25 AM PDT, on Tuesday, April 30th. Unfortunately, the funds could not be transferred as ******************** reported an issue with the details provided. You were asked to contact Remitly regarding the two options available to you;  
  You could update transfer details, and we would resubmit your transfer.
  You could cancel the transfer.

  You called Remitly on 04/30/2024 and you were advised to amend the recipient details as we had been informed they were incorrect. You confirmed you had already amended the details. 

  Following a conversation with you on 05/02/2024 the transaction had been escalated and the partner bank had been contacted for assistance. 

  I can confirm that Remitly emailed you today, 05/15/2024, confirming we were able to get in contact with our partner bank and reverse the transaction [R59732694643]. The funds had been returned to Remitly and you would receive another email within 24 hours, informing you that the transaction is waiting to be modified. This is so you can change the details of the transaction and try again. If you would like to attempt the transaction again please make sure to change the beneficiarys information so that this issue does not happen again. Otherwise, we suggest you cancel the transaction and send a new one with the same information. Just keep in mind that if you cancel it, the refund can take up to 10 business days, depending on your payment method. Kindly note we require you to upload a copy of your bank statement as per the email sent to you today.

  I understand that situations like this can be stressful and Remitly is determined to assist you in resolving this matter.

  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. 

  Remitly Inc. 
  

  
  

  Customer Answer

  Date: 05/16/2024

   
  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:05/06/2024

  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 sent money to family member on April 21, 2024. Recipient never received the funds. I have made several attempts to get my money back so I can try sending by other means and Remitly tells me to be patient, they are "sending emails" to the bank that received the funds, and that this will take long. I am not given a time frame on the resolution. I keep asking for my money back and I am being told to "be patient." When I ask to speak to a supervisor they say they will have the supervisor contact me, but that I should expect to get the same information.

  Customer Answer

  Date: 05/06/2024

  I was contacted by Remitly customer service and they have agreed to refund my money in next 5-10 business days.  Thank you!

  

  Business Response

  Date: 05/08/2024

  ***********************
  Email: *******************************
  
  BBB Complaint reference number: 21673377
  Transaction Reference Number: 42170608286
  Our Complaint reference number: 40618494
  
  Dear  ***********************,

  I am writing in response to your complaint filed with the BBB on 05/06/2024 in relation to the transaction referenced above (42170608286).

  I understand that you also logged a complaint with Remitly the same day and you spoke to my colleague who canceled the transaction as per your request. I enclose a copy of Remitlys final response letter sent to you on 05/06/2024 confirming the transaction had been canceled and a refund would be issued to you.

  A refund has been processed and should be reflected in your account within the next 10 business days. Should you have any further issues regarding this transaction, please contact us and we will be happy to assist you.

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

  Thank you for bringing this matter to our attention. 

  Remitly Inc.

  
  

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed an unknown charge of ****** pending in my credit union account at 8:03am (all ************* in summary of issue) on 4.19.24. The charge was from a company called Remitly, which I had never heard of. I immediately canceled my debit card ending in 4362 and called Remitly at ************. I spoke with ****** at approximately 8:25 am. I told him an unauthorized charge was pending on my bank account and did not have an account with **********************, nor have I ever heard of the company. He looked up the transaction and advised me he did see the charge and assured me that he promptly canceled the charge and it would not clear my account. The pending hold would come off and not clear, he assured me again. The ****** did clear my account soon after midnight on 4.20.24 so I called again and spoke with ***** at 1:30am .4.20.24. He assured me that the representative (******) did cancel the charge and since it did clear, it would be refunded back in my account on Monday. So, exact words of both reps of Remitly were "It was canceled". ****** told me it would definitely NOT clear my account and that even though it was pending, the hold would be released and not clear at all. ***** said it would definitely be refunded back in the account since it had been canceled very shortly after the suspect pushed the transfer through on my debit card. It is now May 6th and I have not received anything from this company. I expect the ****** back in my account. ASAP

  

  Business Response

  Date: 05/10/2024

  *************************
  Address: ***********************************************
  Daytime Phone: **************
  E-mail: ****************
  
  BBB Complaint Reference Number: 21672454
  Our Complaint Reference Number: 40618843
  
  Dear *******,

  I am writing in response to your BBB complaint in relation to fraudulent activity on your debit card ending in 4362. 

  You have indicated that you noticed an unknown charge of $220.00 pending in your credit union account at 8:03am on 4/19/24. The charge was from Remitly, which you had never heard of. You canceled your debit card ending in 4362 and called Remitly at ************. You spoke to Remitly at 8:25 am and advised of the transaction. He looked up the transaction and advised you he would cancel the transaction and it would not be debited from your account. However, on 04/20/2024 the $220.00 was taken from your account. You contacted Remitly and you were advised you would receive a refund the following Monday which also did not happen. 

  I have reviewed Remitlys records and I can see you contacted Remitly on 04/19/2024. Using the information you provided, I found two Remitly accounts in your name. There were 4 transactions on the accounts. Two of the transactions were for $220.00 which were made using the debit card ending in 4362. One of the transactions was canceled by the staff member you spoke to on 04/19/2024. Unfortunately, the staff member did not see the transaction on the second account and that transaction was successful. 

  I can confirm that both of the accounts have been suspended and will not be reinstated. Remitly will provide you with the refund of $220.00. Please provide us with your bank details and I will arrange payment as soon as possible.

  I sincerely apologise for the inconvenience caused to you.

  If you have any questions please feel free to contact us. 

  Thank you,
  Remitly Inc.

  
  

• Initial Complaint

  Date:05/05/2024

  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 was using this service to send money to ******, after using this service for a while they locked my account. I called them and sent due to fraud I was no longer able to send money using this service. I asked them what I can do to find out what kind of fraud or how to clear this up. They told me there can be nothing done and will never be able to use the service again. SO I made another account but because my debit card information is associated with the account that is claimed to have fraud on, I am not able to make another account I called them to have them remove my debit card information and they refuse to help me

  

  Business Response

  Date: 05/07/2024

  
  *******************************
  Email: *******************************
  
  BBB Reference Number: 21670038
  Our Reference Number: 40584611
  
  Dear *******************************,
  
  I am writing in response to your complaint filed with the BBB in relation to your Remitly account. 
  
  You indicate you were using this service to send money to ****** and after a while Remitly locked your account. You called ********************** and due to fraud you were no longer able to send money using this service. You enquired if there was anything you could do to sort it out but you were advised there was nothing you could do.  You tried to create a new Remitly account but due to your debit card information being the same, this was not possible. 
  
  I have thoroughly reviewed your Remitly account and can confirm that your Remitly account was created on 10/13/20 2:36:23 PM. There were 3 transactions submitted on 11/26/20 but they were unsuccessful. The first transaction occurred at 8:03AM for $250.00 but your bank declined the transaction due to insufficient funds in your account. At 8:05AM a transaction was submitted for the same amount but this was declined. At 8:09AM a third transaction was submitted and again this was declined by your bank. 
  
  Remitly called you by phone to enquire about the transactions. You advised Remitly at the time that you had not submitted these transactions. Therefore, to protect you and your accounts, ********************** suspended your account due to the fraudulent activity on 11/26/20. Remitly has not had any contact with you since November 2020.
  
  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:
  
  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.
  
  We conducted a further review of your account, and we are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.
  
  We are sorry for the inconvenience, but this decision is final.. Thank you for your 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. 
  
  Remitly Inc. 
  
  
  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21670038
  
  I am rejecting this response because:

  Though it was cancelled these transactions Im not sure why i am still not able to use this service again

  Also, It says my debit card is associated with another account that I also made, and they won't even delete that debit from that email address that is associated with which I don't remember the email address I created it with 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/04/2024

  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.

  Hello, I sent a wire transfer to *********************** of $1,000 on March 12th through remitly and was told they never received it, Remitly refuses to refund me and investigate what happen to the funds I WOULD LIKE A REFUND I filed a police report again this company and have also filed a complaint with the *** and *** for fraud

  

  Business Response

  Date: 05/05/2024

  Dear *******************************,
  
  Thank you for reaching out and submitting your complaint via the Better Business Bureau on May 4, 2024. We appreciate your patience as we have been reviewing the details of your case (Complaint ID: ********* concerning the wire transfer with reference R72158392710 sent to *********************** on March 12, 2024, for the amount of $1,000.00.
  
  Upon thorough review, it has been confirmed that the transfer was successfully completed on March 15, 2024. We understand your concerns regarding the non-receipt of products that were expected from the recipient as a result of this transaction. During a conversation on May 4, 2024, you informed us that you had initiated a dispute with your bank following the recipient's failure to send the agreed-upon goods.
  
  We have taken note that the main issue does not pertain to the transmission of funds, which was executed as per your request, but rather the non-delivery of products by the recipient. As per our user agreement, ********************** facilitates transactions between senders and known recipients, but we do not oversee or guarantee the quality or delivery of goods or services paid for using our service. Any commercial transactions conducted through Remitly are undertaken at the senders own risk.
  
  Regarding your dispute, we have officially received notification from your bank and are actively working with them as they lead the resolution process. It is important to understand that the decision regarding this dispute will ultimately be made by your bank, in accordance with banking regulations.
  
  We understand that this situation is frustrating, and we sincerely regret any inconvenience you have experienced. For updates and further details on the progress of your case, we encourage you to stay in contact with your bank.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  
  
  

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21666357
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/02/2024

  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.

  Today I signed into my Account only to find it has been suspended . I called customer service and to my surprise I actually talked to a human. After a little investigation she found that someone on their safety team made the final decision to suspend my account because I sent someone money that was receiving money from multiple people. I didnt send money to buy anything or pay for anything sexual. I sent money to help pay for clothing and a cellphone. No one contacted me to ask why account was suspended or to ask questions. There was NO due process. The decision was made by someone who doesnt know me. I feel that this is bad business and this company doesnt deserve a A+ rating from the BBB. It is very disappointing that this is a publicly traded company and they dont give their customers the common courtesy of due process and a thorough investigation.

  

  Business Response

  Date: 05/03/2024

  *********************************
  E-mail: *********************
  
  Better Business Bureau Reference: 21655909
  Our Complaint Reference: 40421152
  
  Dear *********************************,

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on 05/02/2024. We thank you for your continued patience whilst we investigate this matter. 

  In your complaint you indicated that you signed into your Remitly account to find it had been suspended. On review of your account, ********************** advised you that the Safety Team suspended your account as you had been sending funds to someone who had multiple recipients. You would like your account reinstated.

  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:

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

  We conducted a further review of your account and we advised that the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.

  We are sorry for the inconvenience, but this decision is final.. Thank you for your understanding.

  Thank you,
  Remitly Inc.
  

  
  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21655909
  
  I am rejecting this response because:
  I was afforded no due process. This business should not be used or recommended in any way.
  Sincerely,
  
  *********************************