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:04/30/2024

  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.

  I sent money to ***** but my receipt did not receive the money right away even after calling remitly customer service minutes after the transaction I did cal back several times and verified all info later only to be told my case had been escalated to for further investigation and would take upto 3 days to get my money back credit to my debit card.at all times I request for a supervisor to get ahold of did not happen. I finally called 4 days later and agent informed that I would get a refund within 24hrs back to my bank but i had to be charged 10 dollars deducted for the processing fee which I agree to.2 days later i called back and was given run around.i also requested a supervisor who told me that i was not going to get my bqck and offered me $15 dollars which i declined before she promised further investigation

  Customer Answer

  Date: 05/13/2024

   I have not received any communication or refund of my money I am disabled and on disability this funds are a lot money for me who is living paycheck to paycheck 

  

  Business Response

  Date: 05/13/2024

  ***************************
  ****************************************
  E-mail: ********************
  
  
  BBB Complaint Reference Number: 21646982
  Our Complaint Reference Number:40334300
  Transaction Reference Number: R20352700245
  
  Dear ******,

  I am writing in response to your BBB complaint filed on 04/30/2024. 

  You have indicated you sent money to ***** but the recipient did not receive the money right away even after calling Remitly customer service minutes after the transaction. You called Remitly back several times and verified your information. You were informed the case had been escalated for further investigation and would take up to 3 days to get the money back. You state that at all times you requested to speak to a supervisor which never happened. You called 4 days later and you were informed you would get a refund within 24 hours but you would be charged 10 dollars for the processing fee which you agreed to. You contacted Remitly again 2 days later and was given the runaround. You also requested a supervisor during this call and you were advised you would not get your money back but offered you $15. 

  I have reviewed the transaction in question and Remitlys records and I would like to outline my findings for you.

  The transaction was submitted on 04/24/2024 at 10:36PM PT and a notification was sent to you confirming the funds had been sent to the recipient. You made two phone calls to Remitly on 04/25/2024 advising the recipient had not received the funds. You were advised the matter had been escalated for review. The partner was contacted regarding a reversal of funds.  You contacted Remitly via the chat function on 04/27/2024 indicating you required assistance with supported countries. The associate engaged with the chat but you ended the chat without speaking to the associate.

  You called Remitly 4 times on 04/29/2024 as the recipient had reported to you they had not received the funds. During one of your phone conversations, it was identified that you had sent the funds to the wrong mobile number/mobile wallet.

  I can confirm the partner was contacted to initiate a reversal of the funds. You were advised that in order to do so, you would be required to pay a fee of $10. You agreed to this and the partner was noted. 

  It has been confirmed that you sent the funds to the wrong recipient, in this regard, I would refer you to our User Agreement which you agreed to be bound by. Please note the following clause:
  5. IMPORTANT SERVICE RESTRICTIONS
  6. No Changes. We generally do not let you change the details of your Transaction once it's submitted to us for processing. It is your responsibility to make sure your Transaction details are accurate.

  I have reached out to the partner again to recover the funds as you provided your consent to initiate a reversal with the fee of $10. The partner used, TransferTo/M-Pesa, unfortunately cannot recover funds sent to an incorrect account. However, they did attempt to recover the funds and they have advised that the recipients account had insufficient funds so the reversal was rejected. The funds have been sent to the chosen beneficiary and regrettably we are not in a position to refund you the funds.  I would advise you to contact the chosen beneficiary directly or your bank and request a full refund. 

  I understand that you state you requested to speak to a supervisor each time but this never happened. On review of the interactions with you, I can see you requested a call from a supervisor on 04/29/2024. An attempt was made to speak to you on 04/30/2024 but there was no answer. 

  I sincerely regret any inconvenience caused to you. 

  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: 05/20/2024

  The main issue is that the remitly promised to refund me my money and now they want to give only $15 dollars 

• Initial Complaint

  Date:04/30/2024

  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.

  Hello,I had initiated two transfers on the 16th and 17th of April, each for $25,000, totaling $50,000. However, even after waiting for 14 days, I was informed that I had to wait further for a partner bank to complete the transfer. I was promised that the transfers would be completed within seven days of receipt, so this delay was unexpected.Today, I decided to cancel both transactions, but I haven't received any email or cancellation form yet. I have tried contacting Remitly through calls and emails, but I haven't received any confirmation yet. I request your assistance in retrieving my money.Thank you!

  

  Business Response

  Date: 05/04/2024

  
  *******************************
  *****************************
  ***********, ** 01752
  Phone:**************
  Email:***********************
  
  
  Re: BBB Complaint ID: ********
  
  Dear *******,
  
  I trust this email finds you well. I wish to express my sincerest apologies for any inconvenience you may have experienced in your recent transactions. 
  
  This is an update regarding the transactions R99419544183 and R22704680097, each involving the amount of $25,000.00. After submission, these transactions underwent a regular review process by our disbursement partner in ******. Due to the large sums involved, the review identified that "the customer reached the maximum compliance beneficiary amount limit," necessitating further scrutiny.
  
  I can confirm that both transactions have been canceled. You should expect the refund for transaction R99419544183 by the 17th of May, and for transaction R22704680097 by the 14th of May. The refunds will be processed within 10 business days from their respective cancellation dates.
  
  We appreciate the opportunity to address and rectify this matter swiftly. Please do not hesitate to reach out if further information is required or to discuss this case further.
  
  I am pleased to inform you that the matter has been successfully addressed and resolved. 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.
  
  We are sorry for this experience, and we invite you to continue using our services with confidence.
  
  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:04/27/2024

  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.

  On 28th March 2024, I sent INR ******/= through Remitly. After I submit the transaction, I received an email message from Remitly that the transaction did not go through and asked me to resubmit the transaction. I was offered a credit of $5 towards that. I promptly resubmitted the transaction on 29th March, 2024. Later when I checked with my bank account, I found that ********************** made two withdrawals from my bank. I called Remitly many times to get the refund and each time they would say that they would get back to me. Today I talked to Remitly agents again and they told that they can't make any promises on refunding the money. I have attached the Email from Remitly for resubmission that clearly shows it is a mistake from Remitly. I want to get back the money that I lost due to the spurious transaction made by Remitly. Towards sending the said INR ******/=, two withdrawls were made by Remitly from my bank account. They are for the amount of $160.65 on 03/29/2024 and for the amount of $155.75 on 04/01/2024. I am asking Remitly to return the cancelled transaction's amount of $160.65.

  

  Business Response

  Date: 04/30/2024

  Dear ***********************************,
  
  Thank you for reaching out to us with your concerns. We are writing to address the complaint you filed with the Better Business Bureau on April 27, 2024, and we sincerely apologize for any inconvenience you have experienced.
  
  In your complaint, you indicated that you initiated a second transfer following an email from us advising you to resubmit your transaction due to an error with the initial transfer. Unfortunately, this led to both transactions being processed, contrary to your intention to send only one.
  
  To resolve this issue, we have canceled the second transfer and processed a full refund of $155.75 to your account. Additionally, we have applied the discount you received on this transaction to your Remitly account, ensuring you can benefit from it on a future transfer.
  
  Please expect to see the refund in your account within the next 10 business days. Should you have any questions or require further assistance during this process, please do not hesitate to contact us. 
  
  Best regards,

  Customer Answer

  Date: 04/30/2024

   
  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:04/26/2024

  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.

  This morning I received an email from my credit union about a possible fraud. It was indeed a fraud as someone attempted 3 times to use my debit card to make transactions with Remitly. One of the transactions was successful and my account was charged $153.99. The credit union had to close my debit card and I will have to wait up to 10 business days to get a replacement. This means that I don't have a card to pay my bills. My complaint has to do with Remitly. I initially called and complained and they assigned a case. A short while later I received a phone call from a person that could barely speak English. When she verified my complaint, she said to call the bank. I told her that I had called the bank and before I could finish, she hung up. A short while later, another call came in but I was on the company phone and could not answer. When I called back, I gave the woman who answered a brief description of why I was calling back and there was no response. I kept saying hello and then they hung up. I am very concerned about whether Remitely is responsible for the illegal transaction. They assigned a case #******** but that does not seem to matter to the woman I spoke with.

  

  Business Response

  Date: 04/27/2024

  Dear *****,

  I hope this email finds you well. 
  

  This is our final response to this matter.
  

  Thank you for bringing your concerns to our attention regarding the unauthorized transaction discovered on your bank account. We take this matter very seriously, and no fraud of any kind will be tolerated.
  

  We have attempted to contact you twice using the phone number provided in your complaint to discuss your case further. Unfortunately, both attempts were unsuccessful.
  

  We have searched for the transaction in question using the details you provided on your fraud escalation case. Nevertheless, we have not been able to locate any records of the transaction on our end. This suggests that further investigation is needed from the side of your Bank.
  

  To proceed effectively, we recommend that you contact your Bank to initiate a dispute fraud claim. Once this is processed, we can fully cooperate with your bank's dispute investigation to resolve this matter. This is a critical step in ensuring that we gather all necessary information and take appropriate action.
  

  We recognize the inconvenience and concern this situation has caused you, particularly due to the challenges you've faced during previous communications with our customer protection team. Please know that we take your feedback very seriously. 
  

  We are actively reviewing these interactions to ensure that all our representatives deliver clear, professional, and supportive service, especially during such critical times. I want to assure you that we are fully committed to integrity and transparency, and we are diligently working to enhance our safeguards to prevent similar incidents in the future.
  

  Thank you for the opportunity to make things right. If you have other concerns, please visit www.remitly.com/help where you can find answers to common questions or contact us directly. Our **************** Team is available 24/7.
  

  Best regards,

  Customer Answer

  Date: 04/27/2024

  The first time you tried calling, I was at work and on the call with another customer. I called back and got hung up on twice. Today I received two calls while I was in the middle of a meeting. There was no way I could answer the calls and the calls were back to back. 

  I've already contacted my bank and I gave all the information that they gave me about the transaction to your customer service department. I don't know what more information you need.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21631531
  
  I am rejecting this response because:

  They never tried to call again. When I call I get hung up on.

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

  

  Business Response

  Date: 05/13/2024

  Dear *****,

  I am writing in response to your correspondence regarding your previous complaint with Remitly.

  I note that Remitly sent a final response to you on 04/27/2024 confirming we had attempted to contact you by phone twice. You have refuted this claim.

  Remitlys records show that on 04/27/2024 two phone calls were made to the number you provided (ending 5361) but we were unable to reach you.

  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 ****
  

  
  

  Customer Answer

  Date: 05/13/2024

  I already addressed why I didn't answer the two back-to-back calls. I was in a meeting that was inappropriate to answer anyone's call. They didn't leave a message and did not offer a return number. Had they called a second time later then I would have been available, which shows they didn't take the claim seriously. I tried calling bank but it goes to the main number and the help deal was unable to assist me. 

  If they feel that calling twice in a row, not leaving a voicemail, nor a return number is their attempt to resolve the complaint then I believe they are not serious about resolving this issue.

  

  Business Response

  Date: 07/03/2024

  Date: 07/03//2024
  
  BBB Complaint # ********
  
  Dear *****************,
  
  Greetings from Remitly. We are writing in response to the complaint received on June 26, 2024 in relation to previous communications with you. Thank you for bringing this matter to our attention.
  
  I note you advised you were in meetings when Remitly called you and you did not have a contact number to return the call.
  
  Firstly, I would like to apologise for any inconvenience caused. I have reviewed Remitlys records and I can see that even though two calls were made to you with no success, a response was sent to you the same day. This response, along with previous conversations with you, you were advised to raise a dispute with your bank in order for Remitly to progress the dispute. Unfortunately, we were unable to locate the transaction on our system but the first step in resolving this matter is to raise a dispute case with your bank.
  
  If you have any further questions please do not hesitate to contact us.
  
  Thank you,
  
  ***** B
  Complaints Specialist
  Remitly Inc.
  
  

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A week ago I sent money through remitly, a few days later they contacted me to say that the transaction would be canceled because the bank could not receive the money, I accepted and then it appeared that the transfer was complete, but I did not receive the money in neither my Mexican account nor my Canadian account, when I try to contact customer service they answer the same thing and they don't solve anything, they even stop answering completely

  

  Business Response

  Date: 04/22/2024

  **** *************************** ******
  150 Rosemount av ************************************************
  Daytime Phone: **************
  E-mail: **************************
  
  
  BBB Reference: 21569856
  Our Reference: 39622171
  Transaction Reference: MP8433214666209
  
  
  Dear **** *************************** ******,
  
  We are writing in response to your BBB complaint logged on 04/12/2024 in relation to the transaction referenced MP8433214666209.
  
  You have indicated that you sent funds to your Mexican account on 04/02/2024 and a few days later Remitly contacted you advising that an error occurred and the transaction needed to be canceled. You received a second call from Remitly advising the transaction had been successful and the funds were sent to your account. You have not received the funds into your American or Mexican accounts.  In the absence of a customer service phone number, you reached out to Remitly via chat, as Remitly would not answer the phone.
  
  On review of Remitlys records, I have located two calls with you. The first of these calls was on 04/06/2024 where Remitly called you advising we had received a report from the partner bank and could not process your transaction. Remitly advised we would cancel on our side and then you could log into your Remitly account and either change the beneficiary details or cancel the trx. You advised you would cancel the transaction. 
  
  Remitly called you on 04/09/2024 and you advised of the call on 04/06/2024. Remitly advised we could cancel the transaction but this was unsuccessful as the partner banks system had resolved the matter and the recipient account was able to receive the funds. If you have additional information pertaining to calls you made please let me know.
  
  You have stated that you have not received the funds. At the time we sent a confirmation notice to you advising that the funds had been deposited. If you have some information, such as a bank statement for the recipient account, that would indicate that it wasn't received, we can look into the matter. I sincerely regret any inconvenience caused.
  
  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. 

  Remitly Inc. 
  

  
  

• Initial Complaint

  Date:04/08/2024

  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.

  On April 05, 2024, my bank account had a withdrawal of $15. I have never authorized any usage of Remitly, nor do I know how they obtained my bank account information. BEWARE of whatever this Remitly is, someone is tapping into accounts that they are not authorized to.

  

  Business Response

  Date: 04/09/2024

  *****************************
  144 ********
  ******, ** 35133
  Daytime Phone: **************
  E-mail: *********************
  
  
  BBB Reference: 21544024
  Our Reference: 39349728
  
  Dear *****************************,

  We are writing in response to your recent complaint logged with the BBB on 04/08/2024.

  You indicated that on 04/05/2024 your bank account had a withdrawal of $15. You have never authorized any usage of Remitly, nor do you know how your bank account information was obtained. 

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

  I assure you that no Remitly staff have access to your bank account. 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:04/05/2024

  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.

  Remitly sent the money to wrong account in *******, they promised to refund in 45 business days. I waited for 80 days but still no resolution. Anytime I called they came up with new excuse and asked me to call back in three days, I called back after 5 days and still no resolution and one time the customer service informed me likely I will not get the reimbursement even though it is their mistake sending money to the wrong account holder.

  

  Business Response

  Date: 04/10/2024

  ***************
  *******************************************************************************************************************
  Telephone number *************** 
  Email ******************************
  
  BBB Reference: 21534531
  Our Reference: 39295291
  
  Dear ***************,
  
  I am writing to you in response to your recent complaint to Remitly, regarding transaction reference R99188098748. You transferred USD ****** to a beneficiary in *******, on 22 December 2023. 

  On January 2 2024, you advised us by phone call that you entered incorrect beneficiary details, and as a result the transaction was not sent to the intended beneficiary. The transaction was completed when you advised us of the error and we were unable to cancel or amend the transaction. 

  I refer you to our User Agreement, and wish to point out the following terms which are relevant to your transaction. 
  5. Important service restrictions 

  6. No Changes. We generally do not let you change the details of your Transaction once it's submitted to us for processing. It is your responsibility to make sure your Transaction details are accurate. 

  This means that it is your responsibility to enter the correct recipient details and we are unable to issue a refund.  
  As part of our commitment to best practices, we contacted the partner bank that same day, to request if a transaction reversal was possible. We advised you the partner bank indicated they would have a response within 45 days. We are still awaiting a response from them, regarding your transaction.I have followed this request up with  the partner bank on your behalf. However, this is done on a best endeavors basis and is at the discretion of the partner bank. We will provide you with an update on this request, however, please note we have contacted them on a continued basis and have not had a response. 

  However, as we understand the stress this situation has caused to you, we have applied a credit of  $20.00, to your account, as a gesture of goodwill.
  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: 04/10/2024

  In December I submitted a request to transfer the money for my nephew help to pay for the medical emergency. Remitly asked for three pieces of information as full name, phone number to contact the receiver and bank account number. I did review the account with my nephew before submitting the request. One week later I received the notification from Remitly verified that money was received but it showed wrong account number by one number  of 13 numbers. I called Remitly to address the issue, they told me to wait for 45 working days to retrieve the money back but I waited for 4 months and kept calling them for the status but every time they told me to wait and they will notify me when they received info from bank from *******. Finally after I made a complaint with BBB they sent me the email addressed that I will not get my money back because it is my mistake of typing wrong account number. I asked if the bank in ******* verified other two pieces of info as name and phone number before transfer the money Remitly told me they dont do that they only need the account number.

  To me ********************** should be responsible for sending the money to the wrong account number and their partner fell to verify the receiver information before issuing the funds.

• Initial Complaint

  Date:04/03/2024

  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.

  context: got charged for money transfer that was not successful, agents unhelpful to solve my problem and trying to get information from me in a scammer-like manner Transfer #R24180815275 direct to card debit last April 1st, failed saying **** rejected the transaction. Unable to change the recipient debit card (recipient has no alternative) and app does not allow to choose any other sending option. By April 3rd, the transaction was still pending, and then Ive noticed that the system still charged me despite unsuccessful transfer. This is unfair because the service isnt rendered yet (in fact, should fall of the cliff if i fail to change or choose not to change the recipient details). This means that i will have to wait for 5-10 business days for a refund, which is unnecasary (no transactions happened), and inevitably locked in the funds that i could have send via a better service (i.e., remitlys competitor). I tried reaching out via an agent and the agent asked me to provide full account number which i am uncomfortable to do so i what i consider as an unsecure channel (remitlys app may have been employing a thrid party service to power the chat so i dont want the chat system to log the bank account). I found that the agents behaviour is questionable as **** (the agent) told me to provide the full amount as she initially told me thats its for verification only - meaning that they have access to the full account number so i can simply give them pieces of information (like the last 4 digits) to confirm the account number. I also offered to provide them supplemental information (like last transaction numbers and amounts). The agent was adamant to get the full account number hence i declined and ended the conversation altogether. This complaint is for money-grabbing platforms that charged you despite unsuccesful transaction and then make their customers wait for unecessary refund windows that should happen if they only charge the customers afther the service was rendered.

  

  Business Response

  Date: 04/09/2024

  *******************************
  89 ****************
  *******, ** T3N1K6 ******
  Daytime Phone: **************
  E-mail: *************************************************
  
  
  BBB Reference: 21523846
  Our Reference: 39115096
  Transaction Reference: R24180815275
  
  
  
  Dear *******************************,
  
  We are writing in response to your complaint logged with the BBB on 4/3/2024 in relation to transaction reference: R24180815275.
  
  You indicated that you were charged for a money transfer that was not successful. You contacted Remitly but you found the agents unhelpful.  You sent funds directly to a debit card but received a message saying it had failed as **** rejected the transaction. You were unable to change the recipient debit card and the recipient had no alternative. The Remitly app did not allow you to choose any other sending option. By 04/03/2024, the transaction was still pending, and you noticed that the system still charged you despite an unsuccessful transfer. You contacted Remitly and you were asked to provide the full account number which you were uncomfortable to do over chat. 
  
  I have reviewed your Remitly account and would like to outline my findings to you.
  
  I can see you submitted a transaction on 04/01/2024 for $147.86. A notification was sent to you advising that you needed to edit your transfer details. **** let us know the transfer couldnt be completed due to compliance-related reasons. Transfers that are not edited within 72 hours are canceled and refunded. 
  
  You contacted Remitly the same day asking why the transfer was being held. You were advised that we could cancel the transfer and a refund would be issued. You could then try again by sending another transfer. You enquired about the timeframe of receiving a refund and you were informed that the maximum time frame was 7-10 business days. You were unhappy with the timeframe and confirmed you would wait for the transfer to be canceled in 3 days. You asked for a copy of the transcripts from your chat. It was advised that unfortunately, a transcript could not be sent at that time and you ended the chat. 
  You contacted Remitly on 04/03/2024 regarding the transfer and you were advised that we could change the delivery method to bank deposit / Cash pickup / home delivery / direct to phone and you opted for bank deposit. You were asked to provide information regarding the beneficiary to verify on our system. You expressed you were unhappy to do so and confirmed you would be logging a complaint with the BBB and ended the chat.
  
  I can confirm that as the funds were not received by the beneficiary and you were seeking to change the delivery method,  we do need the full account number to verify. ********************** doesnt record the number on the system except for the chat transcript. It is used to compare it to what is in the transfer and it tells you if the original info matches the new information. That is how we check if a customer has made a mistake with their transfer or not. I assure you the security of our customers and their information is of utmost importance to Remitly. I am sorry that this was not clearly explained to you in the chat. 
  
  I can see a second notice was sent to you requesting updated information and as you did not provide this information, the transfer was canceled and refunded to you on 04/03/2024. 
  
  We apologize for the inconvenience caused to you. It can take some time for refunds or rejections to be completed, so we are very sorry for the delay. 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 hope that in addition to my apologies, your trust in Remitly will be restored. This is not the level of care we pride ourselves on.
  
  If you have any questions please feel free to contact us. 
  
  Thank you,
  
  Remitly Inc.
  
  Enclosed: 
  Copies of the notices from Remitly
  Copies of the chat transcripts with you

• Initial Complaint

  Date:03/31/2024

  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.

  On Thursday, March 28th I tried to send money to ****** via Remitly. The transaction was immediately cancelled but they held my money. I did not notice right away until I was on the phone with my bank who asked me to open the app to provide them with the reference number. I then noticed that I had a previous transaction from them from two years prior for which they had never returned the funds. I have since reported this as fraud to my bank to retrieve the money since Remitly would not issue a refund without first seeing my full bank statements for two months. It is easier to report fraud to the bank for them to investigate than it is to go through Remitly for a refund. Remitly customer service repeatedly states that they do not hold the money, but your bank does. When I spoke with my bank they confirmed that this is not true as it clearly states that Remitly has taken debited my account. They state that it takes three business days for a refund on their end but over the phone they say it takes ten to fifteen days. Considering they have no explanation for why the transfer was called in the first place, and the fact that they never returned the money from the transaction made over two years ago this feels like a very fraudulent company. One of the customer service reps even referred to ********************** as a bank, which is clearly a misrepresentation of the company. I would like my money back with interest.

  

  Business Response

  Date: 04/05/2024

  **************************;
  ********, 
  ** V8M 0C3
  ****** 
  Daytime Phone: (250) 885-923 
  E-mail: *******************
  
  
  
  Better Business Bureau Complaint Reference: 21510157
  Our Complaint Reference: 38997045
  
  
  Dear *************************,

  I refer to your complaint filed with the Better Business Bureau on 03/31/24 in relation to your experience with Remitly.

  You have indicated in your complaint that you submitted a transaction on 03/28/24 to a beneficiary in ******. The transaction was canceled but you believe the funds were held. You have since noticed that a transaction from 2 years ago which you believe was not refunded to you either. You have reported this as fraud to your bank as Remitly required 2 months bank statements before a refund could be issued. 

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

  Using the details provided in your complaint form, I have located an account you created on 05/15/20. The first transaction was submitted on 05/15/20 and the last transaction was submitted on 05/20/23. You deleted this account on 03/28/24. 
  I have also found a second account you created using a different email address. This account was created on 11/11/21 and based on the content of your complaint, I believe the second account contains the transactions in question. 

  I can see that the following 4 transactions were submitted on this account:
  *********** ****** ? ****** 11/11/21 2:04PM $423.00 + fee $3.99
  R61529718315 ****** ? ****** 03/28/24 1:52PM $428.00 + fee 5.49
  R55225151556 ****** ? ****** 03/28/24 1:55PM $428.00 + fee $5.49
  R23962825821 ****** ? ****** 03/28/24 3:05PM $406.00 + fee $5.49

  For clarification purposes, I would like to provide further information on the transactions. 

  67226185780 - You submitted this transaction on 11/11/21. On that day Remitly contacted you (copy of notification enclosed) advising that your transfer was on hold and in order to process your money transfer, we needed you to answer a few questions to verify your information. The communication noted that If we didnt receive the answers by Monday, November 15 it could result in a cancellation of the transaction. Remitly did not receive the required answers so a further communication was sent to you confirming that we had canceled your transfer. The charge to your card (ending in 2772) was voided, which would have been reflected in your account balance. ********************** has requested a bank statement from you to clarify if the funds were received. I can confirm that the transaction was refunded to your paying card and I would advise you to contact your bank to investigate further. It could be that as the transaction was never processed it was simply removed from your bank statement and the funds were not charged. Should we receive a bank statement from you we can investigate the matter further.

  The other 3 transactions were all submitted on 03/28/24 and all were declined. The reason for this was because we noticed some activity that isnt allowed under the terms of our User Agreement. The User Agreement you agreed to adhere to when creating your Remitly account describes the terms by which you would be bound when you use the services accessible at www.remitly.com ( "Service" ). It states do not use the Service if you do not agree to be bound by these terms. By using the Service you agreed to all of the terms contained in this User Agreement. ********************** customers are only permitted to have one active account at any given time.

  The notifications sent to you for the 3 declined transactions advised that if your payment method was charged, you would receive a refund within 10 business days. A notification for each transaction was sent to you and I have enclosed a copy of those notifications for ease of reference. Further, during a telephone conversation with you on 03/31/24 an associate advised that the transactions had been declined and a refund would show on your statement within 10 business days. I understand that you were unhappy with the timeframe provided, which we regret, but unfortunately this is the standard timeframe for this type of refund. 

  I can confirm that Remitly is not holding any funds and the funds for all 4 transactions should be with you. 

  I would like to provide you with an explanation regarding the information you received from Remitly and give some clarification surrounding the points you raised. 

  Firstly, 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. If you're thinking about canceling your transfer to change your cash pickup location, delivery method, or recipient details, you can choose to edit it instead. If you edit your transfer, rather than cancel, you wont have to wait for your refund to arrive.

  You told us you were advised that Remitly is a bank. I would note that Remitly is an ******** online remittance service based in *******, ************* that offers international money transfers to over 150 countries. If you can give me some further information around these interactions, such as times and dates, and the method by which you interacted with us, I will certainly review the matter for you again. Unfortunately, I have been unable to locate such information in this regard.
  
  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. 

  Remitly Inc. 

  
  

  Customer Answer

  Date: 04/23/2024

  The response from Remitly is not all true. I was informed on the phone with them that all the transactions made on the other account had all gone through and they shut it down as I did not realize I had created two separate accounts. 
  
  No funds were ever deposited back to my bank account for the transaction they kept from November 2022. I do not feel I should show them a full two months of my personal bank account statement as that is quite invasive so instead, I reported the fraud to my bank so they can attempt to retrieve the funds for me. My bank can clearly see that no funds were ever returned to my bank account from the transaction made in November 2022. 
  
  The funds for the three most recent transactions of March 27th 2024 have been returned to me. 
  
  Thank you,
  
  *************;

• Initial Complaint

  Date:03/28/2024

  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.

  On march 17 i used remitly to make send money to the ****************** for **************** to be the recipient.The app stated as shown in the images as delivered however the money never was delivered and or deposited into the bank acct.Attached are 2 pictures of an email i received from them acknowledging that it was true that the money was never delieverd (the email is broken down into 2 pictures so it can fit) and that they had corrected the jssue and proceeded to deliver/deposit the money.Today March 28 the money has not been deposited and called customer service spoke to ****** who identified herself as "customer service manager" requested a cancelation and refund and was basically denied this because even thought they had confirm on their end that the money was not deposited first time around still want proof of this from my end.Im tired and ashamed that im still getting asked when is the money coming and me not having anything to day after i confirmed that the money was being deposited after reading the email ive attached.I wamt to use another company to send the money but i need this money to be refunded, i feel like they are falsely guaranteeing olmy money as their client as stated in their advertisement, when they refuse to refund me knowing that they had an issue tried to fix it yet 5 and half day later nobody cant tell me where is the money/confirmarion.

  

  Business Response

  Date: 04/08/2024

  *****************************;
  ******************************************
  *********, 
  ** 17601
  Daytime Phone: **************
  E-mail: *************************************
  
  Better Business Bureau Complaint Reference: 21501008
  Our Complaint Reference: 38818326
  Transaction Reference: R29625514455
  
  Dear *******************************,

  I refer to your complaint filed with the Better Business Bureau on 03/28/24 in relation to your experience with Remitly.

  You have indicated in your complaint that you submitted a transaction (R29625514455) on 03/17/24 to a beneficiary in the ******************. The Remitly app showed the transaction as delivered, however, the funds were not received. You received an email from Remitly confirming the funds were not initially sent but the matter had been resolved and the funds were delivered. You contacted Remitly on 03/28/2024 as the funds had not been received and requested a cancellation but this was declined. You are not happy with being asked to provide a bank statement for the recipients bank account and feel ********************** is falsely guaranteeing the delivery of funds through advertisements. 

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

  You submitted transaction R29625514455 on 03/17/24. On that day Remitly contacted you (copy of notification enclosed) advising that your transfer was successfully sent to Banco Popular. This message noted that regular updates on the status of your transfer would be sent to you and we would notify you as soon as the funds are available which were expected by 12:04PM EDT, on Tuesday, March 19th. Later that day, a second notification was sent to you confirming that the funds were deposited to your recipient's Banco Popular account.

  I can see you contacted Remitly a number of times to enquire about the status of the funds as the recipient advised they had not received the funds. We escalated the matter to the specialist team as the transfer is showing as delivered. You were asked about your relationship with the beneficiary and you advised it was a friend but also that you did not know the beneficiary. 

  Please note the User Agreement (enclosed) you agreed to adhere to when creating your Remitly account describes the terms by which you would be bound when you use the services accessible at www.remitly.com ("Service"). It states do not use the Service if you do not agree to be bound by these terms. By using the Service you agreed to all of the terms contained in this User Agreement. Customers must not sent funds to anyone they dont know.

  Our records show the transaction has been delivered. We would ask you to check with the beneficiary if the funds have been deposited into the account or send us the bank statement for the beneficiarys account so we can investigate the matter further. 

  I have contacted the partner bank on your behalf and asked them if it is possible to cancel the transaction and refund the amount. However, this is done on a best endeavors basis and is at the discretion of the partner bank. We will provide you with an update on this request, however, please note we have contacted the partner on a continued basis and have not had a response. 

  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.