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:02/01/2024

  Type:Customer Service 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 called remitly to possibly get a transaction canceled because I was scammed. The call was made less than 10 mins after the said transaction.Instead of helping me, the customer service rep pointed fingers at me and threatened to suspend my acct.His reason was that I have 2 accts. I explained that the other acct was under my maiden name and the other one is my married name. My divorce has been filed since 2018 and that is the reason for the other acct. Also, the other acct. I cant recover anymore.I have been using the acct where I got scammed from.After the call my acct from ******************** has been suspended.. not even a chance of me taking out my bank info saved on it.

  

  Business Response

  Date: 02/06/2024

  Melliza Dimasaca
  929 **************,
  ***********, ** 91914
  Daytime Phone: ***************
  Email:**********************

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

  Hello from Remitly,

  Thank you for reaching out and sharing your concerns with the Better Business Bureau on February 2, ****. Your feedback is invaluable to us.

  We've noted your report of a scam transaction and your feeling that the blame was shifted onto you due to the existence of two accounts in your name. We deeply regret any distress this has caused, especially since we strive to provide a seamless experience for those using our service for money transfers.

  Upon reviewing your account, we confirmed a transaction of $982.16 with reference number R96316311885 on February 1, ****, directed to Arsands Bakar Kids, a recipient you added that day. Although you've raised concerns, our records and confirmation from Gcash indicate the transfer was completed as intended. We sought to reverse the transaction upon your request, but unfortunately, Gcash has declined this reversal.

  It's important to mention, as per our User Agreement (Article 5, Section 3), our service is designed for transactions between individuals who are known to each other, and the responsibility for the nature of goods or services exchanged lies with the user.
  We've also looked into your interaction with our staff and, while our intention was to clarify our policies, it seems we may not have met your expectations, leaving you feeling criticized. We sincerely apologize for this and will take appropriate steps to address and improve our customer service practices.

  Regarding the matter of multiple accounts, we noticed you have two under the emails *********************** and *********************** Our policy allows for only one active account per customer to ensure a secure service environment. This was found to conflict with our user agreement, which explicitly states the limitation on multiple accounts.

  Understanding your unique situation regarding a name change due to personal circumstances, we have reactivated your account with the email *********************** Despite our efforts to resolve this issue, we understand you have chosen to discontinue using our services.

  We're sorry to see you go and want to assure you that your feedback has been taken seriously. Should you decide to discuss this further or reconsider your decision, we're here to help. 

  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.

  
  

• Initial Complaint

  Date:01/29/2024

  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 Dec 3 2023 I send via Remitly $10.00 and on Dec 5,2023 $377.76 to* Mr.********.The money was taken out of my account but the recipient has not been able to retrieve money. As of today, over 1 month after, Mr.******** does not have the money.I have called and email Remitly over 5 times. ** was told the money is in a bank in ********. The recipient called the bank and can not solve the issue. I am taking this 1st step and will continue to call ******* ****** of ********* Regulations ************ and file a complaint with the **************** and the Consumer ********* Protection Bureau if the issue is not resovelved

  

  Business Response

  Date: 02/05/2024

  ***************************
  ******************************************************************************************
  Daytime Phone: ***************
  E-mail: ********************
  Re: BBB Complaint ID ********

   

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

  Greetings from Remitly. We are sending this correspondence to you in response to the formal complaint we have received from the Better Business Bureau on January 29, ****. Thank you for bringing your recent experience to our attention.

   In your complaint, you indicated that your recipient did not receive the funds from transactions R78151165271 and R13274961745. We truly regret any inconvenience this has caused. Please be informed that we have conducted an investigation and coordinated with the appropriate teams on this matter. We value your cooperation and understanding. The refund is now in process and will be refelcted on your account within ten business days.

   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: 02/07/2024

   
  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, as long as the deposits are made within the 10 business days.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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 created an account with ********************** on January 20, ****, to send money to my girlfriend who lives outside the U.S., as soon as I made a transaction of $70.00 they canceled the transaction and suspended my account for Suspicious Activity and violating their User Agreement for just creating an account and send $70.00, I would just laughed in their face because now sending money as soon as creating an account is considered under the User Agreement, I appealed the decision and told me that after reviewing the account I could not keep the account, these people are incompetent stupid brats, the employees with everyone in there, they f****** made an app for foreign transactions and when I use it they can eliminate their customers for no f****** reason and get away with it (No wonder why they have bad review in BBB), me, a individual who does nothing bad tries to send money to my girlfriend and i get locked for suspicious activity without knowing f****** nothing about just 70 f****** dollars, they asked me questions of who the person is and how I am related when trying to appeal it and their stupid incompetent a** decided to lock me up permanently because they are stupid. How can decent people who sends money to their families abroad get locked for suspicious activity according to these stupid people who dont even have a father and maybe they went for cigarettes and never came back. These people eliminate whoever they want for any reason

  Customer Answer

  Date: 01/24/2024

  Good evening, I would like to cancel a complaint that is already solved, complaint number is #******** Thank you

• Initial Complaint

  Date:01/20/2024

  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 am regular user of ********************** App and has been using it for remittances to ***** (sending money to my ***** Bank account ending with *******). On Oct 30, 2023 I have initiated a C$2000 to my ***** account (ref # ************* through Remitly and received an acknowledgement that money is deposited in ***** account successfully after few days. However upon checking at ***** account the money had not been deposited.We filed compliant with Remitly on Nov 10th by contacting customer care *********************** Case Id: ********** and also sending email to ********************************* They advised that they will investigate and let us know. After multiple follow *** On Nov 21st they asked us to submit the ***** bank statement to prove that money has not received, we obliged. They finally said that the ***** bank account number had been entered incorrectly by us hence the money is NOT deposited (last 3 digit of account was erroneously typed as 248 instead of 258), even though the account profile name is correct. Since then Remitly never shared any status nor refunded the money back to us even after multiple follow ***. Remitly is pointing finger at ***** bank for this however for us it is Remitly that took the money from our account so they are accountable for this refund. They didn't do validations to check mismatch in account name vs number, which they should have returned money. ASK with BBB: This has been already over 80 days. We need BBB help is resolving this issue get the $2000 refunded back to our ******** account where the fund was debited by Remitly from us.We think that there are loose internal controls at Remitly both process and system end. That resulted in this mistake at their end, however now they do not want to refund the money back. This may have far reaching implications to wider customer base as well and potentially not complying with ******** or any other regulation requirements. We have more proofs supporting this issue, happy to share as needed.

  

  Business Response

  Date: 01/26/2024

  **********************************
  ****************************************************
  Daytime Phone: **************
  Email: ************************
  
  Re: BBB Complaint #********
  
  Dear Gangajyothi, 

  Greetings from Remitly. We are writing to the complaint you filed with the Better Business Bureau on January 20,2024. Thank you for bringing your recent experience to our attention.

  In the complaint, you indicated that the money was not delivered to the recipient although the transaction was successfully completed.
  
  We reviewed your Remitly profile and found the submission of a transaction with reference number R50425254361 on October 30,2023 with the amount of $2000. The transfer was immediately forwarded to our partner bank for processing. 
  On November 08,2023, you informed our customer service that the money was not received by the recipient due to the incorrect account number. ********************** Customer Support escalated your concern  and our team reached out to our partner bank to obtain the final status. 
  
  We worked with our partner bank to recall the money from the recipients account. However, reversal of funds is dependent on the recipients approval. 
  
  To help you out, we have manually reversed the transaction status and initiated cancellation on January 23,2024. You can expect your funds to reflect in your bank account in **** banking days. Furthermore, we have added a $30 discount into your Remitly profile as a token of our appreciation to you for your patience while we are trying to investigate the matter. 
  
  This discount will automatically be applied on your next transfer with us.
  
  Our company always looks for the 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.

• Initial Complaint

  Date:01/19/2024

  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 has locked and suspended my account without providing any kind of explanation. When I called they stated that account holder (me) violated their policy and didn't want to tell me the reason. I demand my account to be back active and apology from the Remitly for taking actions without asking me about the type of transactions, nor reason for sending those funds, nor relations to the senders. They allow me to create two account when I repeatedly asked them if this is okay to do so, their rep stated "this is absolutely fine, which is why we have business accounts as well". I said okay, while I have my personal account I opened account for my business as well. As a loyal citizen I was using Remitly business account only for business purposes. They went ahead and suspended my account just because they "think" some way, without any sort of proof of violation. They violate my right, they failed to provide a written reason for suspension and also on top of it they been holding me for almost two hours on the phone waiting for someone that can speak with me to explain.

  

  Business Response

  Date: 01/20/2024

  
  Dear ****************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on 1/19/2024. Thank you for bringing your recent experience to our attention.  

  We regret to inform you that we are unable to provide specific details regarding the suspension of your account. Our compliance department has determined that the account cannot be reinstated, and this decision is final. We apologize for any inconvenience this may cause and appreciate your understanding.

  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. 
  

  
  

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated a $6000 transfer to a bank in ********. Remitly said the transfer didn't go through because the bank rejected it due to being over limit. I contacted the bank and they said they did not reject it and have no limit on transfers.I contacted Remitly again and this time they said there is a $3000 limit because of the contract they have with the bank. I asked Remitly to split it into 2 $3000 payments and they told me they can't do that and I should just cancel the transfer and send 2 $3000 transfers. The $6000 disappeared from pending on the app so I assumed they canceled it so I sent the 2 $3000 transfers. I checked my account and they had taken the $6000 out as well as $3000 for one of the 2. The other $3000 failed. I contacted Remitly again they said the $6000 transfer was on hold. I asked them to cancel it but now I'm out $9000 and my recipient only has $3000. So I'm down $6000 and Remitly isn't going to give it back for **** days. Scam to keep my money. IF what they told me about the bank contract limit being $3000 why did they accept a transfer for $6000? They have already had the money 4 days so I'm out $6000 for 2 weeks due to their fraud and that is assuming I get the money back at all.

  

  Business Response

  Date: 01/23/2024

   

  *************************
  ** 76262
  Daytime Phone: **************
  E-mail: ***********************

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

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

  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 January 19, ****. We are sorry to hear about your experience and appreciate you letting us know about your concern.
  In your complaint, you outlined concern regarding your transfer with reference number ***********.  

  Based on our records, you submitted a transfer for $6,000 on January 15, ****, with reference number ***********. The transaction was forwarded to our partner bank for processing, however, the transaction was canceled on January 19, ****, because you sent more than the allowed limit, which will be $3,000 per transfer.

  If you are planning on sending $6000,00, we highly recommend that you submit two transactions and limit it to $3,000 per transaction. 

  In addition, the refund has been processed on January 19, ****, and should be posted to your account within **** banking days. 

  We have also added a $20.00 discount on your Remitly profile that you may use on the next transaction.

  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.,

   

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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.

  Completely opaque and unresponsive customer service, regulatory and support channels. Don't I deserve an appeal process to understand the accusations and correct any errors? Transparency and fairness,please! What is (which is very likely an error which can be corrected?)

  

  Business Response

  Date: 02/07/2024

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

  Greetings from Remitly.

  Thank you for bringing this concern to our attention.

  We conducted a review of your account in July 2022, and we advised you that your account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. We carried out a detailed review of this suspension at your request at that time and were unable to reinstate your account.

  Following your recent request, we have undertaken a further review. Thank you for your patience while we completed this task. Unfortunately, were not able to reactivate your account.
  To continue to offer a safe and reliable way to send money, we have to make sure everyone using our service is following local laws, money transfer regulations, and the terms of our User Agreement. That can require us to make difficult decisions about customer profiles. You can find more information about our terms in our User Agreement.

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

  Regards,
  

  
  

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21155206
  I am rejecting this response due to the complete lack of transparency and the total disregard and refusal to provide the real cause of blocking my account. "

  In July 2022, we conducted a review of your account, and we advised you that your account was closed because IT DID NOT MEET OUR SECURITY MEASURES AND/OR WAS NOT IN LINE WITH THE ***** IN OUR USER AGREEMENT. It is clear that the company is unable or uncapable (algorithms?) probably using an automated agents. Hence, it completely denies my right to proper disclosure.

   Therefore, I totally reject this response and will pursue all possible avenues to obtain a proper and specific response. 

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

• Initial Complaint

  Date:01/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been sending money to ********* through this company for more than three years. I attempted to send $60.00 to a bakery in ****** in November so they could make a birthday cake for my niece. My account was suspended by Remitly, and I haven't been able to access it to update my transactions in preparation for filing taxes ever since. I have made multiple requests to ************************ for the full three years' worth of statements, but they have declined to provide them to me. Please help me obtain my statements for the entire year. Thank you **************

  

  Business Response

  Date: 01/14/2024

  Pathmathasan **********
  ************************************************
  Daytime Phone: **************
  Email: **********************
  
  Re: BBB Complaint BBB #********

  Dear ******, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 29,2023. Thank you for bringing your recent experience to our Attention.

   Our team reviewed your Remitly profile as part of our verification and security procedures. This step is to keep our service secure and comply with applicable laws and regulations relating to know-your-customer requirements. We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements.

  Following an additional review of your account, we regret to inform you that based on the result of our investigation we cannot reinstate your Remitly account.

  Furthermore, your transaction history request has been sent since January 11,2024.
  
  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

• Initial Complaint

  Date:01/11/2024

  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.

  This is the 2nd time I have been unfairly permanently banned. After they reinstated my account mostly every transaction required me to call them on the phone in which I complained about. On January 10th my grandfather who is a 70 year old US Vet called me about a tough financial situation he was experiencing in ******. He only had $400 left due to poor planning skills and not enough money to cover hotel expenses for the month until his retirement check. I told him to wait and I will contact someone I know who owns a condo in Quezon. I contacted them and they told me that they would be ok housing him but they would need a security deposit for him to move-in. The problem was that if he paid the security deposit it would make it harder for him to budget for food. I then volunteered to send the security deposit via gcash using Remitly. I sent **** php which was successful followed by ***** php which wasn't successful. The agent asked me "Is this person a family member or friend?" . I hesitantly responded "friend" because I don't know this person well enough to call a friend. Rep comes back about 5 minutes later and tells me that he has cancelled my account. I was told I broke the User Agreement when on the website it clearly states the service can be used for "Help with house payments, rent, utility bills, or medical expenses" . Finally I want to say that a common complaint I received was the amount I would send per transactions. 90% of my transactions are to *************** which is a poor country in the world. When I send small amounts to myself it is so I can use gcash to pay for food deliveries because they don't take foreign card deposits. There's no need for large transactions to ***************. Even when I send money to myself they question me which is something I am failing to understand.

  

  Business Response

  Date: 01/15/2024

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

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

  Dear Delvonte,

  Greetings from Remitly. 

  We are writing in response to the complaint you filed with the Better Business Bureau on January 11, ****. Thank you for bringing your recent experience to our attention.

  You mentioned security concerns in your complaint regarding the second instance of your Remitly account being suspended. After a thorough review we've reinstated your account so you may keep sending money to your loved ones. 

  In response to your complaint, we have appropriately labeled your profile to help prevent such occurrences in the future. To make up for the inconvenience, we have credited your account with twenty dollars, which you can use right now for your subsequent transfer.

  Again, we truly appreciate the time you have taken to address this matter with us. 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 ******************.

  
  Thank you,
  
  Remitly, Inc.

  Customer Answer

  Date: 01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 account. Once I realized this I contacted Remitly and raised the issue and called my recipient bank in *****, and they confirmed that the bank account did not exist so the money will 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. On a call with Remitly one of the agent suggested i Dispute with my **** here in ************* and so I did. After this was done, on my next call to Remitly, I was told that they now have a response from their bank in ***** that money was reverted to their account and can transfer the money if I cancelled my Dispute with my bank in ***. I asked them for an email evidence statig this and and they refused to provide one, so I was inclined to stay with the dispute as the agent said, they already paid **** of America for the dispute. After a month now, **** of America sent me the dispute closure letter, where Remitly stays it completed the transaction. I called Remitly again, only to be waiting on the 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 $2500 and have been calling remitly from November 28th of 2023 without any resolution. I have all the proofs along with the Chat's 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: 01/20/2024

  Vamsi Krishna Bande
  20225 ************************************************************************************************
  Daytime Phone: ***************
  E-mail: ************************

  Re: BBB Complaint (35204871) 

  Dear Vamsi Krishna Bande, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on (01/11/2023). Thank you for bringing your recent experience to our attention.  

  Upon review, you have proceeded to submit this complaint because you sent a transfer to an incorrect or different bank, and you confirmed with your bank that the account where funds were sent does not exist and funds were going to be reversed to Remitly.

  Then you have been suggested by a representative to submit a dispute with your bank. As we received the funds back from *****, we suggested to you to cancel your dispute with your bank, but you refused since we were not able to provide you with email evidence regarding funds reversal from your bank in *****, therefore you continued with the dispute.

  Since you decided to continue with the dispute process, we are now working with your bank, but we understand that you received a dispute closure letter where your bank stated Remitly had completed your transfer.

  As per records, we are still working with your bank to provide a resolution to your case, as we received a chargeback from them, and based on the last updates, your bank is still reviewing the dispute case, and we expect a response by February 6th, **** with their decision.

  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: 01/21/2024

   
  Better Business Bureau:
  
  Although the issue is not resolved yet. I have a path way for resolution now.

  Remitly has conducted business in bad faith and I had to suffer for three months now waiting for them. They only responded because I had my bank reopen the claim.

  
  Sincerely,
  
  ***** Bande