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: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.

  On 12/27/2023 I sent money to My brother using remitly mobile app, they told me My recipient got the money which is not true,I have been trying to recover the money back and I have been told that the partner bank is working on the issue it's been over ten days and I still haven't got any resolution.

  Customer Answer

  Date: 01/13/2024

  To whom it may concern! I would like to send my gratitude to the BBB for the prompt response to my complaint, which subsequently got my Case resolved, I was able to get a refund from remitly! Thank you so much BBB. 

  

  Business Response

  Date: 01/17/2024

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

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

   Dear *************************,

   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 this matter to our attention. 

   In your complaint, you indicated that your transfer with reference number R46161955335, amounting to $600.21 was not received to your beneficiary mobile wallet in ******. 

   After our investigation, we have confirmed that your transfer with reference number R46161955335 was completed on December 28, 2023. However, on the same day, we received your report of non-receipt of funds. We communicated this promptly to our partner bank in ****** and havent got their response up to this day. 

   However, we extended our efforts in locating your funds and confirmed that the funds were reverted to us by our partner. We then reversed your transfer, which we have confirmed you canceled on January 13, ****. Please expect the funds to be back to your funding account immediately or up to two business days.

   We have applied a $30 discount which you can use for 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.

• Initial Complaint

  Date:01/10/2024

  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.

  On Jul 5, 2023, Remitly withdrew $203.99 from my **************** account for sending $200 to the *** Provincial of the Society of ***** in ***, *****. Despite several collection efforts, the money was never disbursed. The money should be refunded to my bank account immediately.

  

  Business Response

  Date: 01/15/2024

  *******************************
  ******************************************** *************
  *************, ** 20906
  Daytime Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint ID: ******** 
  
  Dear *******************************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 08, ****. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined a concern relating to the charges deducted to your **************** account amounting to $203.99 using our service and you are asking for refund.
  
  We would like to inform you that we received a dispute from your bank on December 27, 2023 amounting to $203.99 and we recommend you to reach out to your issuing bank about your refund status. For your guidance, while we are communicating with your bank to settle the dispute, your bank will be responsible to issue a refund in the chargeback process.
  
  Trust that the Remitly profile where your bank account has been utilized is now showing as suspended in our record and will no longer be available for future use. Please understand that we will not be able to disclose any further information pertaining to the said profile.
  
  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 **************.
  
  Regards,
  
  

• Initial Complaint

  Date:01/07/2024

  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.

  Today is ******* 6,2024 Ive been using Remitly since July 21,2023. When I originally setup the account I had two accounts opened because the first one went through after the second account was opened. I continued sending money with the second login email with no issues for months. December 29th I called to check on a transfer because it was taking long than usual to arrive to the receiver. When I spoke to the customer service agent to inquiry about the transfer to make sure everything was good and the receiver would receive it and if not I wanted to cancel it before it got to the bank account the agent told me it couldnt be canceled and it would have to be refunded because the transfer was already sent to the other persons bank. I felt that was a little odd because I called the customer service number immediately after making the transfer and not being able to cancel it on my end through the app. So I decided to make sure the account information was correct which it was and told the agent to let the transfer process as normal since she reassured me the person would receive the funds as normal. On ******* 4th I was going to perform another transfer and I was asked to prove my identity which I felt was strange since never before since I used the services have I needed to confirm my identity for sending the money. So I showed my ?? and also gave a utility bill to prove my address is correct and I am who I say I am. After verification I was able to proceed to send money as normal. Today was the last transferred I did which my credit card rejected the transaction so I used Apple Pay and every thing went through normal. But a few hours later when I needed to send some more money the transaction was canceled and didnt allow me to send the money. I called customer service because they suspended my account and after speaking to two agents my issue wasnt resolved. The second agent said it was suspended and closed due to having two accounts opened but I only used one.

  

  Business Response

  Date: 01/17/2024

  *****************
  *********************************************************
  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 06, ****. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you expressed concern over your locked profile. We have put in place security measures to protect your account and our services, as well as to ensure that we follow all applicable laws and regulations. We regret that our processes can occasionally cause difficulties for our customers. We are responsible for reviewing and confirming that all transfers comply with international rules. We appreciate your understanding and cooperation. 
  
  We checked your profile and were pleased to find no evidence of fraudulent claims. Please be advised that we have already reactivated your account. You may begin making transfers after 48 hours. To compensate for the inconvenience, we added $15 to your profile, which you can apply to your next 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 ****

  Customer Answer

  Date: 01/22/2024

   
  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:01/04/2024

  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.

  WIRE TRANSFER via REMITLY.COM (for accommodations booked on Booking.com through a company called Travel-Villas.com to a "apartment owner" called *********************** with a bank account at Banco Stantander, S. A.):WIRE TRANSFER 1 Company: Remitly.com Date: 6/29/2023 Amount: $3088.97 WIRE TRANSFER 2 Company: Remitly.com Date: 6/30/2023 Amount: $3088.97 WIRE TRANSFER 3 Company: Remitly.com Date: 7/3/2023 Amount: $855.50 WIRE TRANSFER 4 Company: Remitly.com Date: 7/3/2023 Amount: $93.66 ALL to Recipient: *********************** ALL toRecipient Bank: Banco Stantander, S. A.ALL to Routing #: ************************ ALL to SWIFT Code: BSCHESMMXXX I have tried to resolve this issue with my credit card company, ***** Fargo. I have filed a complaint with them, the complaint was not resolved in my favor so I disputed the resolution. The dispute also did not get resolved in my favor, however I was never contacted to discuss the matter or the supporting documents I submitted with my dispute. I have filed another dispute and **************** rejected the claim since the payment to Remitly was completed by me on their app, even though the entire scheme was a fraud. I figured ***** Fargo had much more influence and relationships with the well known, online companies I used to try to book accommodations for myself and family in ******, but I was told none of the financial institutions involved could recover my money.Before sending money via Remitly.com to secure the accommodations, I called ***** Fargo to discuss the transaction. The representative I spoke to on 6/30/2023 said it would be covered by ****************'s fraud protection so I could proceed without worry. Remitly.com seemed like a legitimate company when through a quick online search of the name so I used my ***** ********** card to send payment.

  

  Business Response

  Date: 01/09/2024

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

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

   Dear *********************,

   Greetings from Remitly.

   We are writing in response to the complaint you filed with the Better Business Bureau on January 4, ****. Thank you for bringing this matter to our attention. 

   In your complaint, you indicated that you have sent a payment to the beneficiary but did not receive the service you paid for. It was mentioned that you booked an accommodation through a third party service Booking.com.

   After our careful review of your account, we can confirm that you successfully processed a total of four completed remittances for the supposed booking reservation. The remittances were completed and delivered to your beneficiary account as outlined to your original request.

   We strongly advise our customers to send money to people they only know as indicated in our  User Agreement Section 5. IMPORTANT SERVICE RESTRICTIONS; 3. Commercial Transactions. You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk.

   We regret to inform you that based on the result of our investigation, we will not ***** your refund request.

   To address the complaint you raised, we put proper restrictions on the receiver to avoid any more incidents of this kind. We have suspended your Remitly profile for safety.

  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:01/04/2024

  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.

  Date of transaction: December 2nd 2023 Tracking number:R55 276 295 369 Money not deposited in the bank yet

  

  Business Response

  Date: 01/10/2024

  ***************************
  H NO 127 ********
  ******, ** 40360
  Daytime Phone: *************
  E-mail: *****************
  
  Re: BBB Complaint #********
  
  Dear ****************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 4,  2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined a concern relating to your completed transactions that you sent to your beneficiary under ************************* however, funds not received.
  
  When we received your complaint, a member of our Escalation team reached out to you to confirm the status of your account, however, the calls were redirected to voicemail. 
  
  Upon checking, you recently processed a transaction with reference number R55276295369  amounting to $370.34 including the service fee. Based on our records the status of the transactions are completed. 
  
  As you reported the issue, we immediately coordinated with our partner's bank to request the reversal of the funds. Our partner bank has already confirmed that the funds were successfully returned to Remitly, the transaction returned with a reason : ACCOUNT DOES NOT EXIST. Based on our records you have successfully canceled your transaction using your Remitly app on January 04, 2024.  Please note that the refund may take up to 10 business days to be processed and will appear in your account.
   
  We recommend you to always check your recipient account details every time you process a transfer before sending to avoid any hassle in the future.
  
  In hopes of compensating the inconvenience, we have added a $20.00 credit on your account which you can use immediately on your next 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.
  
  

  Customer Answer

  Date: 01/10/2024

   
  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:12/31/2023

  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 the date of 11-13-2023, I purchased what I believed was an authentic Balsam **** Christmas Tree. I used my ***** ********** Debit Card for payment thereto. However, a debit was made by *************** / ******************* On the dates of 12-3-2023 & 12-4-2023 REMITLY GBF3 . WWW. REMITLY.C WH made 2 debits to my account in sum of $6,003.98 ($3001.99 each). On the date of 12-5-2023, REMITLY GBF3 . WWW. REMITLY.C WH, made a transfer via telephone from savings to checking in the sum of $400.00 and a third withdrawal in the sum of $1,802.99. At no time whatsoever, did I authorize nor aware of such withdrawals. I never heard of Remitly nor used its services. I only discovered this theft when my entire grocery purchase was denied for NSF bank funds! When pulling up my online bank statement, did I discover these fraudulent actions which has left me penniless! I searched internet to find REMITLY and wrote back and forth on its online chat system. Afterwards, I contacted REMITLY by phone. I was advised that a *******************************, AGE 20 AND FROM *********** used my ***** Fargo debit card when first becoming REMITLY'S CUSTOMER. I do not understand as to how or why REMITLY did not first confirm all bank information given to them by ******************************* or how or why they believed they had a legal right to make approximately $8,206.97 in fraudulent cash withdrawal transfers to a foreign country. I am a 75-year old single retired woman who has recently been near critically ill with a severe pulmonary blood clot disorder. I could not buy food or anything during the holiday because every cent I once had has been stolen by REMITLY. I was also advised by REMITLY, that they suspended its client's account. How can any person provide a money transfer company someone else's banking information as their own and then have REMITLY not confirm, verify or authenticate such information before making fraudulent cash withdrawal transfers?

  

  Business Response

  Date: 01/03/2024

  ***********************
  2009 ***********
  **********, ** 33823
  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 December 30, 2023. Thank you for bringing your recent experience to our attention.
  In your complaint, you outlined concern about your new debit card being compromised. For your guidance, we are employed as a Payment Card Industry, or PCI, certified company, we adhere to technical and operational standards set by the payment card industry to ensure your card data is protected. In other words, we use advanced technology and predictive tools to detect unusual account activity before it becomes a problem.

  In addition, we have a dedicated team of experts who monitor transactions and investigate any suspicious activity. We reviewed your profile and are glad that there was no evidence of fraudulent claims.
  Furthermore, we have a team of professionals committed to monitoring transactions and investigating any questionable activity. We were able to discover the account where your card was used. We have placed the necessary restrictions on this account to prevent further unwanted activity. In regards to the charge from the other website, we suggest that you contact your bank 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 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:12/31/2023

  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 have been helping a family in ******* for about 3 years with money for food, medical, rent, generators, clothing, bought a tricycle for the father so he could work and support his family. I got a notice saying they want my bank statements for November if I want to continue helping this family. I did send it and now they closed my account for suspicious activity. They won't tell me exactly what it is. I have told them I can probably account for almost everything with possible receipts for which the family bought. They won't talk to me so I can tell them I will try to get receipts. They told me the account is closed for suspicious activity. I have never done anything illegal in my life. They just said find another company to help you we will not tolerate anything suspicious. If I was doing anything dishonest would I give them my bank records. I am angry because they won't let me prove how the money was spent.I talk to this family face-to-face. When they asked me if I have met them in person I should have lied and said yes, but I told the truth I am being treated like a criminal and I am so hurt and upset.

  

  Business Response

  Date: 01/05/2024

  **************************;
  *************************************************
  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.
  
  As mentioned above, Remitly is a money business service required to comply with rules and regulations, hence,  we are unable to provide you with specific details aside from the results of our investigation. 
  
  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: 01/05/2024

   
  Complaint: 21074429
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I think you are being completely unfair. I have not done anything wrong. I submitted my bank records if I was doing something wrong would I do that?  I told you I can supply receipts on what the family spent the money on. 

  Right now Oritse Diamond is in Health is *************** in ****** you can check that. I they want money to keep him alive. He was hit by a car on Monday 01/01/2024 and he is in a coma that family needs help for medical bills and since Oritse is not working they will need food. You can check the hospital if you don't believe me. 

  I have been with Remitly over 2 years. 

  You don't want to listen when I said I can show proof 

  This makes me sick because I have never done a dishonest thing in my life but just to give to people in need. 

• Initial Complaint

  Date:12/27/2023

  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 12/26/2023 I logged onto my account to find out that it was suspended. I have contacted Remitely several times only to be told that I have violated some terms of their agreement. I have not violated any of their terms and only use this service to send small amounts of money to my Husband in *****. No one can also tell me what terms I have violated which I feel I am *********** know.

  

  Business Response

  Date: 12/28/2023

  ****************************************
  6939 Decatur Plsace
  ***********, ** 20784
  Daytime Phone:**************
  Email:*************************
  
  Dear ****************************************,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on December 27, 2023. Thank you for bringing your recent experience to our attention.  

  In the complaint you indicated that your Remitly profile was deactivated without further explanation. You also requested to reinstate your Remitly account. 
  
  Were very committed to providing customer friendly service while making sure to adhere to government mandated policies and procedures. We regret that these security procedures may cause an inconvenience on your end at times. 

  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 profile. We highly recommend that you update your credentials related to your email address *************************. This step is to protect your personal information. To continue using our service, you can create a new Remitly profile using a new email address. 

  As mentioned above, we are a regulated financial services company and must comply with banking regulations. To comply with these policies and regulations, we will not be able to share specific details aside from the result of our review. You may visit our User Agreement for more details.

  Again, we 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:12/26/2023

  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've used this company to send money to ****** every month for the past 3 years!Usually I don't have problems, but since they increased the fee the services has not gone better.They cancelled a transaction saying that it wasn't enough funds, however my bank always pays whatever comes out from my account since I have a overdraft contract with my bank. I spoke with 2 representatives last week and yet my money is not back in my account yet!As you can see by the screenshots, the transaction was for $51.30 however they took from my bank $48.90 which you'll also see the $25.00 overdraft fee that my bank charged me for not having sufficient funds available, but the bank did paid them!Now where is my refund??? I want my refund IMMEDIATETLY PLEASE!They did tried to compensate me for this mistake, but honestly that is not enough!!!

  

  Business Response

  Date: 01/02/2024

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

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

   Dear ***************************, 

   Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 28, 2023. Thank you for bringing your recent experience to our attention.

   After reviewing your account and your previously raised transfer with reference number R57043323073, amounting to $51.30, the transfer didnt go through as we failed to capture the required amount to cover your remittance. Thus, there should be no charges of the same amount or any amount lesser for this transfer. If a charge appears on your account in regards to this, it is most likely a fee from your bank in relation to using it with insufficient balance and/or overdraft fee.

   Section 3 of our User Agreement notes:  Other Charges- We are not responsible for fees that *** be imposed by financial institutions associated with your Payment Instruments. For example, some credit card issuers *** treat the use of your credit card to use the Service as a "cash advance" and *** impose additional fees and interest cost for the transaction. Remitly is not responsible for any NSF fees, chargeback fees, or other, similar charges that might be imposed on you by your bank, credit card issuer, or other provider

   Please make sure to have enough balance on your funding account before sending a transfer as your transaction will not push through. It is to avoid failure of your transfer and other charges to be charged by your bank. 

   We have issued a $15 credit to your Remitly account as a gesture of goodwill which you were able to use for your recent remittance. Since you have reported an overdraft charge of $25 as well, as one time courtesy we have applied another $20 discount.

   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:12/21/2023

  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 sent money to my interbank account in **** like I usually do in order to send it to my daughter that lives over there. On 12/15/2023 I sent $35 in the morning which arrived as they said a couple of hours later I sent $215 and when they indicated that it arrived and when I went to go check the money wasnt there. I proceeded to call and start a claim, to which they said that it was delivered on their end and to speak to the receiving bank. When I called the bank they said that there was no money deposited nor was there any money processing so at that point I get angry and call Remitly back. They ask me for a bank statement which I sent them via email and told me they would be responding within 72 hours. Monday the 18th I call and they said the investigation was on going and that it was 72 BUSINESS HOURS not 72 hours. I call them back Wednesday 12/20 to see if there is any update and they tell me that there isnt and that they are going to escalate the process, every single time I called they said that they were escalating the process. I proceeded to send $20 and then $30 to interbank account thru ********************** to see if it would arrive AND IT DID!!!! I sent my girlfriend $175 to interbank thru Remitly and my cousin $1700 and it also arrived as well!!!!!! I have sent Remitly a bank statement every single day and they still refused to believe that the $215 hasnt arrived. At this point Im extremely irritated and sad that this is going on, and all they are asking is for me to wait and wait and wait!!! I WANT MY MONEY!!! $215 just doesnt disappear into thin air!!

  

  Business Response

  Date: 12/28/2023

  *************************
  ** 33156
  Daytime Phone: **************
  E-mail: *****************

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

  Dear *************************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 22, 2023.  Thank you for bringing your recent experience to our attention.

  We reviewed your account and found the submission of a transfer in the amount of $215.00  with reference number R53780223791 on December 15, 2023. Almost immediately, the transfer was forwarded to our partner bank for processing and we received a completion confirmation. 

  When you reported non deposit of funds to the recipients account, we reached out to our partner bank to investigate the status of the funds. On December 22, 2023, we received a confirmation from our partner bank that the funds were returned. Upon your request, we have processed the cancellation and refunded the payment. 

  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: 12/28/2023

   
  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,
  
  *************************