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:03/06/2024

  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 Feb 28, 2024 I initiated a transfer of $74.16 from my ***** ********** to my friend's MOMO mobile money account in ******* using Remitly.At the same day I received a notification that the transfer had been completed. As of Feb 29, 2024 I contacted my friend and was told she did not receive any money. After that she also showed me her bank statement showing that there was no transaction from Remitly from Feb 29, 2024 until now.I contacted Remitly customer service, and they requested me sending them my friend's bank statement. They told me to wait 3 bussiness days for the investigation, and they would contact me later but they never did. I contacted them again on March 5th, and one representative told me they already contacted the banking partner and the money was transferred to my friend. I then messaged my friend but she showed me her bank statement there was no transaction from Remitly up til that day.I called Remitly on March 5th, and one rep told me they did not accept the bank statement because it did not have my friend's name. So I sent them again her bank statement showing her name on it, and they told me to wait for the investigation.On March 6th, I called Remitly again to check on my case and this time one representative told me the file was not accepted because it was JPEG file. They wanted anl *** file. Therefore, I sent them the bank statement in *** file.Later that day, I called them and was being told that the *** file was kind of screenshot. And they refused to solve the issue. As I spoke to my friend, she said Remitly never contacted her bank account at the first time. And MOMO never received any funds from them, so clearly Remitly is lying and refusing to provide any useful information. I have asked Remitly repeatedly to provide me with emails they claim to have received from MOMO mobile stating the funds was deposited but they can't and they won't.

  Customer Answer

  Date: 03/08/2024

  Updated: On March 7th, 2024 Remitly called me and let me know the money was transferred to my recipient on March 4th, ****************************************** *******. They asked me to check with my recipient about that, and they closed the case. However, as I talked to the recipient, she did not receive any money from March 3rd to March 7th. She also showed me her bank statement. I called Remitly again and requested to open the case for more investigation.

  

  Business Response

  Date: 03/15/2024

  ***************************
  **************************************, 
  ** 68164
  
  BBB Reference: 21397444
  
  Dear ***************************,

  I refer to your complaint logged with the Better Business Bureau on 3/6/2024 in relation to a transfer (reference R51469854784) of $74.16 submitted on 2/28/2024. You advised us that the funds were transferred to a MOMO Mobile Money account in *******, but as of 2/29/2024 the funds had not been received and you contacted our **************** Team, who requested a bank statement from the beneficiary and you were advised to wait 3 business days while an investigation commenced. You contacted Remitly **************** again on 3/5/2024 and you were advised the partner had confirmed the funds were with the beneficiary. MOMO Mobile Money confirmed they have not received any funds and the beneficiary has not received anything from you. You have requested proof that the funds had been deposited but you told us that you feel that Remitly wont adhere to your request.

  Our records show you submitted a transfer on 2/28/2024 for $72.00 with a transfer fee of $4.15 to a MOMO Mobile Money account. On 2/28/*************************** issued you with a receipt confirming the funds had been transferred successfully to the beneficiary. On 3/4/2024 you contacted Remitly as the beneficiary advised non receipt of funds. An investigation case was set up and we informed you that it could take up to 3 business days to resolve. You uploaded the beneficiarys bank statement as requested and on 3/5/2024 you were advised you would be contacted once the investigation was completed. We advised you that the partner had sent a proof of disbursement to us to show that the funds had been transferred.
  Please find enclosed a copy of the notice from our partner bank advising the funds had been sent to the recipients bank. This confirms the funds were received by our partner bank, but not necessarily deposited into the recipients bank account. We apologize if this was not clear in our previous communication. 

  On 3/8/2024 you spoke to Remitly and you requested a refund of the transaction. When we processed the refund, it was identified that the funds could not be successfully transferred to the recipients bank account. This was because MOMO Mobile Money had confirmed a problem with the beneficiarys account and the transfer could not be completed. We are not aware of the exact problem, but such returns can be due to one of the below reasons:
  Invalid account number
  Account is dormant or suspended
  Invalid account currency
  Bank account status
  Account type not eligible to receive remittances.

  On 3/8/2024 Remitly informed you of this and the funds were returned to your paying account on 3/9/2024.

  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. I have credited your account with $20 and hope that in addition to my apologies, your trust in Remitly will be restored.

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

  Thank you,

  Remitly Inc.
  

  
  

• Initial Complaint

  Date:03/06/2024

  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.

  Remitly company set of rules for transfer money from my checking account to a recipient in ******** with an account in BanColombia was insufficient for the money transfer. The webpage requirements were all fulfilled and then more personal data was given but they didnt hold the promise of carrying on with the transaction. It is transparent, I agree and provide all the information but I couldnt satisfy all other extra requirements not in the webpage, no disclose to customer, so now they withhold my money for an unknown period of time If I go for a comercial transaction the rules and regulations are disclosed in the webpage where I am doing my business. They have the obligation to disclose what is required to do business, but with Remitly they keep moving the goal line a little further In the meantime my money is with them until they decide to do the right thing

  

  Business Response

  Date: 03/13/2024

  *************************,
  16568 *******************
  *********
  **, 78552
  Daytime phone number **************
  E-mail: *************************

  BBB complaint ref. 21397385

  Dear *************************, 

  I am writing to you in response to your recent complaint to Remitly, regarding transaction reference R64900318437. You transferred USD ******* to a beneficiary account in Columbia, on 4 March 2024. We later asked you for further information in order to complete the transaction. However you were not happy to provide proof of identity for the beneficiary, as requested. 

  On 6 March 2024 you asked us to cancel the transaction on your behalf, and your request was carried out. As per the agreement with our partner bank, it can take up to 10 business days, after the refund is issued, before funds are returned to a customer's account. 

  I refer you to our User Agreement, and wish to point out the following terms which are relevant to your transaction. These terms outline that we may require additional information. By using the Service you are agreeing to the terms of this Agreement. 
  4. Receiving a remittance 
  (2) Verification. Recipients will be required to prove their identities before receiving funds by presenting valid identification. Also, Recipients may be required to provide a reference number or another similar identifier associated with their Transactions. 
  6. How and why we collect personal information 
  (1) Verifying information. You authorize us to make any inquiries, to you or to others, which are necessary to validate the information that you provide to us. This may include asking you for additional information, requiring you to take steps to confirm ownership of your email address or financial instruments, verifying your information against third party databases, or through other sources. 

  
  Thank you for your patience and understanding. I hope this clarifies the issue you raised with us and we apologize if this has inconvenienced you. We value your business and are dedicated to ensuring your satisfaction with our service. 

  Please feel free to contact us directly 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:03/04/2024

  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 seen charges on my bank statement from remitley so I called them and told them it was not me they told me the bank took the money not them the bank showed me where they took the money out of my bank account I want it back

  

  Business Response

  Date: 03/09/2024

  *********************
  *********************************************************************
  **********, ** 15218
  Daytime Phone: **************
  E-mail: *******************
  
  Re: BBB# ********
  
  Dear *********************,
  
  Greetings from Remitly. We are writing in response to the complaint case that you filed with the Better Business Bureau (BBB) on March 4, 2024. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you are requesting refund for your transfers:
  
  - R51188126841 submitted on January 2, 2024 amounting to $255.00, and
  - R28372648950 submitted on January 3, ***** amounting to $100.00 (plus a customer fee of $1.99).
  
  These transfers were submitted to your ************ for dispute. 

  On 01/06/24, we received a chargeback for $255.00. Another chargeback was received the next day for $101.99, totaling $356.99 . 
  
  In your complaint, you were requesting for a $450.00 refund.    
   
  On January 17, 2024, the reconciliation process for transfer R51188126841 was initiated, marking the commencement of a collaborative effort between the financial institution of **************, ************, and Remitly. During this process, a significant adjustment was made, with the classification of ****************** dispute reason being revised from a claim of information theft to an instance of First Party Misuse, as identified by our Fraud and Dispute team.
  
  Subsequently, on January 23, 2024, a similar reconciliation endeavor was undertaken for transaction R28372648950, further extending the scope of our dispute resolution efforts.
  
  By March 1, 2024, a resolution was reached, with ************ concluding both disputes in favor of Remitly. This resolution resulted in both cases being officially marked as resolved in our favor, showcasing the efficacy of our dispute resolution protocols and the successful collaboration between ************ and Remitly in addressing and finalizing these matters.
  
  Therefore, Remitly will not issue a refund.

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  

  
  

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21382252
  
  I am rejecting this response because:
  They will not give me a refund when I have sent them proof i was a victim of fraud 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/04/2024

  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.

  My name is ******************************* and I have send the wrong person a payment and I need it to be cancel for me or refunded back to me or disputed on yall end when I contact yall chat support they couldnt cancel it or refund me please help me here is my information Hi ***************,I just sent you ?********* via Remitly. The money will be deposited to your *********** (UBL) account by 2 March at 3:04 AM +0500 your time. Ref#R20687498456.

  

  Business Response

  Date: 03/08/2024

  *******************************
  304 *********
  ********************
  Daytime Phone: **************
  E-mail: ***********************

  Re: BBB Complaint Ref. 21380953
  
  Dear ****************************;

  I am writing to you in response to your recent complaint to Remitly, regarding transaction reference R20687498456. You transferred USD ****** to an account in ******** on 1 March 2024, but later discovered you had entered the incorrect beneficiary details. 

  You advised us 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.  

  I have contacted the partner bank on your behalf and asked them if it is possible to cancel the transaction and refund the amount to you. However, this is done on a best endeavour basis and is at the discretion of the partner bank. We will provide you with an update on this request. We would also recommend that you contact the beneficiary directly and ask them if they could return the funds to you. 

  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: 03/13/2024

   
  Complaint: 21380953
  
  I am rejecting this response because: When I hear back from yall?
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/22/2024

  *******************************
  304 *********
  ********************
  Daytime Phone: **************
  E-mail: ***********************

  
  Re: BBB Complaint Ref. 21380953
  
  Dear *******************************,

  I am writing to you in relation to your response regarding your complaint to Remitly, (transaction reference R20687498456). This follows my previous letter dated 7 March 2024.

  As I indicated in my previous letter, I contacted the partner bank on your behalf on 12 March  2024 and asked them if it was possible to cancel the transaction and refund the amount to you. However, as we noted, this is done on a best endeavour's basis and is at the discretion of the partner bank. Regrettably, this was not successful.

  In my letter dated 7 March 2024, I referred you to our User Agreement, to highlight the  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 regrettably we are unable to issue a refund.  

  If you have not already done so, we would also recommend that you contact the beneficiary directly and ask them if they could return the funds to you. 

  Thank you for patience whilst we investigated this matter.

  Remitly Inc.
  

  
  

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21380953
  
  I am rejecting this response because: Can I dispute it fraudulent with yall?
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/30/2024

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

  Greetings from Remitly. We are writing in response to your follow-up question to Complaint Ref
  21380953 received from the Better Business Bureau.
  

  As weve indicated in our letter dated March 22, 2024, Remitly contacted the partner bank on
  your behalf on March 12 and asked if it was possible to cancel your transfer and refund the
  amount back to you. However, as we noted, this is done on a best effort basis since the
  transaction was completed based on the information you provided. Any cancellations/refunds
  after successful completion of a transfer are at the discretion of the partner bank. Regrettably, in
  this case, the partner bank was unable to cancel or refund your transaction
  

  Please note the following section from our User Agreement:
  

  5. Important service restrictions
  

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

  If you have not already done so, we recommend that you contact the beneficiary directly and ask
  them to return the funds to you. Alternatively, you may contact your financial institution for
  assistance.
  

  Again, we truly appreciate the time you have taken to address this matter with us. Our company
  always looks for ways to improve our service and feedback such as yours are invaluable. Please
  feel free to contact us again if we can be of any further assistance. **************** is available
  through chat 24 hours a day, seven days a week at help.remitly.com and by phone at 1 (888) 736 -
  4859.
  

  Thank you,
  Remitly, Inc.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21380953
  
  I am rejecting this response because: I want y'all someone to contact me further.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/04/2024

  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 business to transfer funds from my ******** bank account to a receiving bank in *********** total amount of $3376.54 was sent on Jan 27th, 2024 and not received in the recipient account as of todays date Mar 4th, 2024. I have been in contact with them for over one month with little to no help, they are only telling that there team is investigating the matter, but cannot get a hold of me or the recipient bank. I have provided them with my email, phone numbers, as well as bank emails and contact information to contact us and send us documents multiple times, yet receive nothing and they only email me from a no reply account asking for bank statements from the recipients accounts which have been submitted over 8 times.

  

  Business Response

  Date: 03/15/2024

  Dear *****,
  

  Thank you for the opportunity to assist you and get this matter sorted out. I hope this email finds you well. 
  

  This is our final response to this matter.
  

  As we previously discussed, your transaction with reference number R467558592467 has been successfully canceled as per your request. We deeply regret any trouble caused and the wait for our reply about your case.
  

  We want to take this opportunity to express our appreciation for your cooperation and understanding in this matter. To make up for the difficulties you had, we have refunded $100 manually to your SIMPLII ************** account. We continue to keep careful attention on the deposit to make sure it arrives as promptly as possible, but please be aware that it may take up to 14 business days for it to reach you.
  

  In order to prevent further inconveniences with your transfers, we will keep coordinating with our provider to find out what occurred with the first attempt when sending the money. We are pleased to provide you with the resolution on this situation, and we'll take steps to ensure that it doesn't happen again while you are sending money to your loved ones.  
  

  Thank you for trusting Remitly. 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: 03/23/2024

  Remitly has finally reimbursed the full amount back to my ******* financial bank account. I thank ******************** for your kind intervention to help resolve the matter that felt hopeless the time I approached BBB.

  Thank you!

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

• Initial Complaint

  Date:03/01/2024

  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.

  My bank account was hacked by this company for over $900 Dollars

  

  Business Response

  Date: 03/06/2024

  ***********************
  ****************, ** 48304
  Daytime Phone: *************
  E-mail:  ********************

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 01,2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined your concern regarding the unauthorized charges on your account from **********************.
  
  Our team investigated your complaint using the details provided in the Better Business Bureau, however we are unable to locate the charge on your bank account. 
  
  To assist us in conducting a detailed investigation into the reported unauthorized charge on your account, please provide the last four digits of your account number and the date of the related transfer.
  Again, we truly appreciate the time you have taken to address this matter with us.
  
  Our company always looks for ways to improve its service and feedback such as yours is invaluablePlease feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc

• Initial Complaint

  Date:02/21/2024

  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 February 2nd 2024 I made a transfer to ******** for ******* dollars plus fee. I paid for the express fee that is supposed to make your transfer in minutes. Didnt happen. After 24 hours of talking with different agents that lied to me in several occasions of the transfer situation. This money was for my moms medicine that shes terminally ill. They didnt let me cancel the transaction and just said I had to wait for Bancolombia to answer them where was the money. They never sent the money to Bancolombia and they had the money and didnt refund me or do anything with the transaction. Just tell me several lies, like it was cancel and it was not, that i should wait 4 hours then 72 "banking" hours and if i want my money back itll be like a month to get it. if something happens to my mom because of their negligence i would press criminal charges against this company

  

  Business Response

  Date: 03/07/2024

  Dear *******,   

  I hope this email finds you and your family well.  

  On February 20, 2024, you submitted the transaction that went in pending partner response. Then, you contacted us to verify the status of your transfer and we advised you that it was pending to be deposited. We understand that you were concerned about this situation since you needed to receive the funds to buy your mothers medicine.    

  However, we had an issue when we were trying to transfer the funds to your mobile wallet. We started an investigation with our provider bank to verify if they had received the funds. Today, we received confirmation from Bancolombia that the transaction was not in their system.    

  I contacted you to provide you with the information that we received from Bancolombia. I offered you the option to send the funds through cash pickup and you needed to go to the branch to collect the funds. However, we could not send it because our provider bank did not accept it due to the amount. So, we sent the funds again to your mobile wallet account and you were able to receive the funds immediately.    
  

  Due to the inconvenience caused, we offer you compensation of $100 that we applied on your Remitly account, and you will be able to use it in your next transaction. We appreciate the second chance that you gave us to process your transfer again. Please keep in mind that you have the compensation, and you can use it at any time.    
  

  For this complaint case, it will be marked as resolved and under the terms of our internal complaint procedures, this is our final response on this matter. If you need further assistance, we recommend going to Remitly.com/help where you can find answers to common questions or reach out to us directly at **************. Our **************** Team is available in English and Spanish 24/7. 
  

  Regards, 

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference No: R75 598 923 898 I bought a camera from a woman on ********* she said that the app to use to send her the money was Remitly as shes from ***************. I went and tried to send her the money and Remitly told me the transaction did not go through but they STILL took money out of my account. Thats fraud and Ive never seen any money transfer service deny a transaction but still take money out of someones account. There is absolutely 0 reason why the transaction shouldnt have gone through. They refused to tell me why my transaction didnt go through and why my account was deleted. They said Id get my money back in up to 10 days but multiple other people had this same issue and said they never got their money back or waited up to 3 months. I contacted their customer service team and they were no help at all. Thats absolute ludicrous!!! They are a scam company and apparently they engage in money laundering!!!! I want my money back now!!

  

  Business Response

  Date: 03/05/2024

  Dear ******,

  This is ***** from the Remitly team. I hope this email finds you well.

  We appreciate that you brought your transaction inquiry R75598923898 into our attention so we can clarify this without further delay, and avoid any misunderstandings with your finances. 
  

  We recognize that, as this was your first experience using our services, you *** have been a little uncertain after learning about other customers' refund experiences. However, every situation is unique and requires a case-by-case analysis to fully understand the problem and come up with a solution.

  In your case specifically, after completing our investigation we found out that the funds from this transfer have been reversed successfully on Feb 18th, 2024. The pending authorization you currently have on your Bank account, it is just a temporary hold that banks usually do before releasing the funds completely. 

  The removal of this kind of authorization from your account typically takes between 24 to 48 business hours, although certain institutions *** require up to 10 business days (March 1st, 2024). Once it is reversed, you will not see a refund credit on the statement; you will just see the charge taken off. There will be no payment, and no refund. It will appear as if the whole transaction never happened.

  Additionally, when it comes to commercial related transactions they cannot be guaranteed by us. Entering into this type of transaction is at your own risk and we are not liable for the outcome or for any losses that *** arise.
  

  Our service should not be used to send money to people you do not know. We are not responsible for the quality or delivery of any products or services you pay for using our Services. This is outlined in our User Agreement, therefore, based on the terms of our User Agreement, and to protect the integrity of our system, we have decided that your account will remain suspended. 

  Thank you for trusting Remitly. 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.
  

  Kind regards,

• Initial Complaint

  Date:02/08/2024

  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 have authorized to transfer $2881.35 to my family members in *****. First time I entered the correct information and within a day or two they returned back to me and said the information is not correct. I gave 2nd bank and account information . That also did not go through. According to remotely, phone conversation the beneficiary Bank information cannot be found on Remitly system. Remotely has advised me that the best option is to refund the money back to me and I had to arrange money to my family member from other resources. The process started in the first week of December and on December 8 they updated in the App. that the transaction is complete. After that I called several times, Every time the person answering tells me to hold on for 2-3 minutes and come back on the line and tell me Someone will call you within ***** hours. I never hear from them until I call them. A week ago, I told them if the problem is not resolved in ***** hours, I am going to complain somewhere like Better business Bureau or U.S. Treasury.

  

  Business Response

  Date: 02/15/2024

  ***********************
  *********, ** 37027
  Daytime Phone: ************
  E-mail: ***************
  
  Re: BBB Complaint# ********
  
  
  Dear ***********************,
  
  Greetings from Remitly.
  
  We are writing in response to your Better Business Bureau (BBB) complaint filed on February 8, **** under Complaint Case# ********. Thank you for informing us about your recent experience.
  
  In your complaint, you highlighted that you have authorized a $2,881.35 transfer to *****. However, the said transaction encountered an issue with the recipients information and after providing an alternate recipient details, the same did not go through. That you were advised of a refund and to your surprise, the transaction got completed.
  
  Looking into what happened with the subject transaction (Ref# R88372660482, original reference), it appears that it was initiated on December 8, **** at approximately 5:11 PM Pacific Time (PT). The funds were then sent to our processor in ***** for processing to your recipients receiving account. Since there is an issue with the account details, the transfer was put on hold and we sent you a notification. December 14th when we then received your instruction to update the recipients details and under an updated Ref# R32413030496, the transaction got completed.
  
  We then received your report of non-receipt of funds and request for a reversal on December 18th. With the transaction showing as completed in our record, we have coordinated the matter with our processor in ***** and have requested for an investigation. However, it took a while for us to get an update despite religious follow-*** and communication.
  
  February 7th when we finally received an update from the technical team that the said transaction did encountered an issue in the processing stage causing the transfer to be marked as completed by mistake. Upon receipt of the reversal, we revert the transaction from being completed into a state wherein you were given an option to either amend the transaction or have it canceled. February 9th when you took action and decided to cancel the transaction via the self-service option on our mobile application. The refund was immediately initiated on the same day and should only take **** banking days for the funds to settle on your funding account.
  
  If you still havent received your refund to date, please dont hesitate to let us know and wed appreciate it if you could provide us with a copy of your dated February transaction history for our further checking and coordination with our payments team.
  
  We apologize for the inconvenience caused and if the previous experience is far from being excellent, trust that it is never our intention to make it difficult for you and that this is not how we envisioned customer satisfaction.
  
  To somehow compensate for the inconvenience this caused, we have applied a $25.00 credit on your profile which will automatically be applied on your next transfer as a discount. We hope that what transpired with this transaction will not deter you from further using the service.
  
  Our company, Remitly, Inc., is continuously looking for ways to improve our service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.

  Customer Answer

  Date: 02/15/2024

   
  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:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had made a transaction to a bank account that I normally send money to which is my account in ******************. the transaction erroneously went to a different bank. Once I realized this, I contacted Remitly and raised the issue, and called the recipient bank in the ******************, they confirmed that the bank account did not exist so the money would be reverted to where the transaction was made from. I called and chatted with Remitly multiple times after that only to be told that the case was being escalated and did not receive any response. I called Remitly again, only to be waiting in line for 30 minutes, spoken to rudely just saying we can't do anything for you and take it up with the bank. The amount is no small amount it is $560 for two transactions, ( Ref#: R34108721296 $ 200 Date: NOV. 24, 2023and Ref#: R19867344258 $ ****** Date: NOV. 25, 2023 )and have been calling remitly from November 28th of 2023 without any resolution. I have all the proofs along with the chats that I had with Remitly. But there is no way to contact a sane person from Remitly to resolve this. This is my last ditch effort before I go to the small claims court.

  

  Business Response

  Date: 02/13/2024

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

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

  Dear ******************************* Del *******,

  Greetings from Remitly!

  We are hoping that all is well with you.

  We are writing in response to the complaint that you filed with the Better Business Bureau on February 5, ****. We are sorry to hear about your experience and appreciate you letting us know about your concern.

  We have reviewed your Remitly profile and based on our records, your transfers with reference numbers R34108721296 for $200.00 on November 24, 2023 and R19867344258 for $360.00 on November 25, 2023 both were completed. However, you reported that it was sent to the wrong bank partner.

  Please know that when this was reported we immediately coordinated with our partner bank in the ****************** for assistance on reversal. We would like to inform you that the reversal and cancellation were successful and the refund will be credited to your account in 10 business days.
  
  In hopes to compensate for any inconvenience this may have caused, we applied a $20.00 discount which you can use on your next Remitly transfer.

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.

  Thank you,

  Remitly Inc.