Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/24/2025

  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.

  Remitly app took 1900$ from our *************** on 12th May account to transfer to my account in ********************* Remitly forwarded a message on 16th of May that money was deposited in my bank alfalla account but money can't be found Called several times send bank statement But no help at all They are not providing any paper work or proof of receipt that recipient received the money in the account Any help in this matter will be greatly appreciated

  

  Business Response

  Date: 05/27/2025

  ***** ****
  *****************************************
  Daytime Phone: **************
  Email: ********************************
  
  Date: May 27, 2025
  Re: Complaint Number 23373880
  
  Dear ***** ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 5/24/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you mentioned that $1,900.00 was debited from your *************** account on May 12 for transfer to your Bank Alfalah account in ********. You shared that on May 16, you received a notification from Remitly stating the funds had been deposited, but you were unable to locate the funds in your Bank Alfalah account. You also stated that despite reaching out to customer service multiple times and submitting your bank statement, you have not received confirmation or proof of receipt. Based on this, you have requested a refund.
  
  Upon investigation, we found that our delivery provider was unable to complete the transaction and confirmed that the transfer was rejected on their end. For this reason, and in alignment with your request for a refund, we have proceeded to cancel the transaction in our system.
  
  The refund has been initiated and may take up to ****************************** your bank account, depending on your banks processing times.
  
  As a gesture of appreciation for your patience, we have added a $30 credit to your Remitly account. The credit will be applied automatically to your next transaction.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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.
  
  

• Initial Complaint

  Date:05/23/2025

  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 placed a transaction with Remitly to send $1500 to a vendor.I was informed by Remitly that the transaction could not be completed.Remitly informed me that no funds will be withdrawn from my bank account for this cancelled transaction.The following day Remitly withdrew $1500 from my bank account despite having told me they would not.I am told that Remitly will refund the funds in 10 days. Then a different representative at Remitly told me that Remitly did not withdraw the funds from my bank despite my bank ledger showing Remitly removing $1500 and my bank confirming this transaction has been completed.

  

  Business Response

  Date: 05/27/2025

  Dear *******,

  I am writing to you in relation to your complaint received on 24 May 2025.

  Please find attached Remitly's response.

  If you have any further queries, please feel free to contact us.

  Kind regards

  Ciara B.

  Complaints Specialist

• Initial Complaint

  Date:05/23/2025

  Type:Delivery 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 submitted a $500 USD transfer via Remitly on April 17, 2025 (Reference No. R47 617 341 449) from my ***** Fargo account (ending in 1544) to *************** (account ending in 0039), for the recipient Nasef **** ***** in **********, ******The original delivery date was April 25, 2025, as shown in the initial receipt. However, Remitly changed the delivery date afterward to April 29, 2025 without notifying me, which is misleading and dishonest. As of today, May 23, 2025, the funds have still not been delivered and the transaction is marked In Progress.I contacted customer service several times:On May 16, I was told the funds would be released within 24 hours that never happened.On May 18, I sent a formal email no response.I contacted them again via chat they said they emailed the partner bank and requested I wait 72 hours.After waiting, still nothing was resolved and I have received no follow-up by email or phone.This level of delay and poor communication is unacceptable. I have been waiting over a month for this transfer and have lost complete trust in the process. I respectfully request immediate action to:1.Deliver the funds without further delay OR 2.Refund the full amount of $500 USD And I also seek a formal explanation and apology for the delay, lack of transparency, and unresponsiveness.

  

  Business Response

  Date: 05/28/2025

  ****** *****
  *************************************************; 11756
  Daytime Phone: **************
  E-mail: *******************************
  
  Date: May 28, 2025
  Re: Complaint Number BBB#********
  
  Dear ****** *****,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated May 23, 2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you reported a delay in your transaction and indicated that you had received various assurances regarding the resolution timeline.

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.

  Upon investigation, we found the submission of a transfer on April 17, 2025 for reference number R47617341449 amounting to $500.00 to ****** 

  Clarification on the Delay

  While the majority of transactions are processed instantly, certain factors may impact delivery times, including:

       The accuracy of the information provided, including both sender and recipient details
       Operating hours of the receiving bank or cash pickup location
       Requests for additional verification to ensure transaction security
       System updates or maintenance by our partners
       Unforeseen technical issues or downtimes experienced by our partners

  As Remitly is an online remittance service, we do not have direct access to customer bank account. Once a transfer is confirmed, it is forwarded to our partner for processing.

  Please also note that, as you used a checking account for this transfer, the transaction was subject to a standard clearing period of 35 business days, excluding weekends and holidays.

  We recognize that you were given various assurances throughout this process. Please rest assured that our team always provides the most accurate information available at the time of each inquiry.

  Action We Took

  Once you reported the delay, we immediately contacted our partner in ***** to request an update. However, as of today, we have not yet received a formal response regarding the cause of the delay.

  We sincerely regret the inconvenience this has caused. While we work closely with reliable partners, each one operates under its own procedures and timelines, which are beyond Remitlys direct control.

  As a token of our appreciation for your patience and understanding, a $100.00 discount has been added to your Remitly profile. This will be automatically applied to your next transfer.

  Recommendations and Next Steps

  We are pleased to confirm that transaction R47617341449 is now marked as completed in our records. You may wish to confirm this directly with your recipient for added assurance.

  As you confirmed during our recent call that you have no further concerns, we are now marking your case as resolved and closed.

  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: 05/29/2025

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

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17, 2025 there was a debit purchase to remitly for $2111.50 from my debit card ending 7454. I immediately contacted remitly reported the fraud and was issued a Case #********. The charge was unauthorized and fraudulent

  

  Business Response

  Date: 05/26/2025

  Telia ***** ******
  15606 ****** Canyon 
  Ln  *******, *******; 77429
  Daytime Phone: **************
  Email: *****************************
  
  Date: 05/26/2025
  Re: Complaint Number 23366477
  
  Dear Telia,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated May 22, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that a debit purchase of $2,111.50 was made to Remitly on April 17, 2025, using your debit card ending in 7454. You stated that you did not authorize this transaction, as you do not have a Remitly account, and you immediately reached out to report the issue. We issued Case #******** in response.

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  

  Upon investigation, we found that the transaction was processed successfully and the funds were deposited. On the day you contacted us, we advised you to reach out to your bank to initiate a dispute, as this is the most effective course of action in such cases. While we also engaged our provider bank to explore the possibility of recovering the funds, we were informed that a reversal is not possible.
  

  As a precaution, we deactivated the profile where your debit card was used. At this time, we are unable to process a refund directly. We kindly ask that you contact your bank to file a formal chargeback. The process is as follows:

  -Once you initiate the chargeback, your bank will forward it to Remitly.
  -Upon receipt, we return the disputed amount to your bank, which may provisionally credit your account during the investigation.
  -If the chargeback is deemed valid, the funds will remain with you. If not, we will work with you and your bank to determine the appropriate next steps.
  
  We understand that this may not be the response you were hoping for, and we truly regret the inconvenience and frustration this situation has caused. 
  

  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: 05/27/2025

   
  Complaint: 23366477
  
  I am rejecting this response because:

  my bank will not initiate the chargeback I was told to contact the merchant. So if I cant get my money back I guess Ill file arbitration

  
  Sincerely,
  
  Telia ***** ******

• Initial Complaint

  Date:05/16/2025

  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 04-07-25 I sent $100.39 a money transfer through Remitly to ******. However, the dollar kept fluctuating, two days later the dollar went up again, so I decided to cancel the first one and see, and I sent another one right after, with the same amount $100.39 on 04=09=25 but again I decided to cancel the second transfer again. On 04-10-25 I decided to send another transfer of the same amount $100.39. and I kept it. This was the only transfer that I decided to keep. Of course I requested the cancellation of the first two shipments, but when I saw my bank statement, I noticed that Remitly had only refunded one time transfer instead of the two that I had canceled. That's where my nightmare began. I contacted them over 15 times or more and explained everything that had happened through their customer service. However, I noticed that their customer service is trained not to refund customers' money. Because even though I sent them my bank statement proving that they had only refunded me once. $100.39 and not twice as they were supposed to have refunded me. I've tried every possible and imaginable way to get my money back. However, even after sending all the evidence to Remitly, they refuse to refund my money back . I would really like your help in trying to get my refuned back. this will be my last attempt, if they refuse to do the right thig l will take them to Court and file a lawsuit against them, and I will have to include moral damages for all the stress I have been going through with this DISHONEST ************. Thank you BBB for your attention and help.

  

  Business Response

  Date: 05/23/2025

  ***** **********
  **********************************************************
  Daytime Phone: **************
  Email:  ***************************************
  

  Date: May 22, 2025
  Re: Complaint Number 23342183

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on May 17, 2025. Thank you for bringing your recent experience to our attention.
  

  Summary of Your Complaint
  You shared that you initiated three transfers of $100.39 each, with the first twosent on April 7 and April 9, 2025being canceled. While one refund has been successfully received, the second refund remains outstanding. You've made multiple attempts to resolve the matter through customer support and have proactively provided all requested documentation. Despite these efforts, the issue is still unresolved. Youve expressed growing concern and frustration, as you believe the experience has not met your expectations of fairness and transparency

  We understand how distressing this situation must be and take such matters very seriously. After conducting a thorough review, we have outlined our findings below.
  

  Transfer Activity Review
  Our records indicate that you initiated four transfers of $100.00 each to your Pix account ending in 2400 between April 4 and April 9, 2025. Please see the attached file for your reference.
  
  Upon further review:
  Transfer R39432959561: This transaction was voided prior to processing. Since no funds were captured by Remitly, there was no withdrawal from your bank account, and therefore no refund was necessary.
  Transfer R31431818497: This transfer was canceled, and the full refund was successfully processed by our system. Typically, it takes 7 to 10 banking days from the date of cancellation for the funds to be reflected on your bank account.

  Report of Missing Refund and Actions Taken
  On May 15, 2025, you contacted our Customer Support team by phone to report that you had only received one refund, despite two transfers being canceled. During this conversation, you also mentioned that your bank had confirmed a discrepancy. Our support associate requested a copy of your bank statement to assist in our internal investigation. The call concluded shortly thereafter.

  Following your report, your case was promptly escalated to our internal team. Upon investigation, they confirmed the following:
  No payment was captured for the voided transaction (R39432959561), hence no refund was due.
  The refund for the canceled transaction (R31431818497) was issued successfully. This refund was processed back to the original payment method used at the time of transfer.

  Chargeback Case Initiated
  On May 20, 2025, we received a formal chargeback case from your bank related to transfer R31431818497. As part of the chargeback process, our team is now working with your bank to address the dispute. Please note that the final decision regarding this chargeback will be made by your bank, and they will provide the outcome directly to you once the review is completed.

  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:05/15/2025

  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 used Remitly to send two transfers from my Canadian TD account to my U.S. Chase ******** $2,400 CAD on May 5th and another $2,400 CAD on May 7th. Both are marked Completed, but the funds never arrived.I contacted Remitly support three times. Each time, I was told I likely entered the wrong account number. However, I carefully reviewed the information I submitted and the routing number, account holder name, bank address, and the last four digits of the account number were all correct.I asked them to explain how exactly I entered the account number incorrectly, but they said they could only see the last four digits and couldnt verify the rest. What they could see matches my account number, yet they continued blaming me without providing proof.When I asked how the transfer could be marked Completed if the account number or name didnt match, they said that if the account number I mistakenly entered happened to belong to someone else at that bank, the money could have been deposited there. But that explanation doesnt make sense. I provided correct routing number, name, and bank address, which should have prevented a mismatch from going through.They also said they would contact ********** and follow up in two business days, but Ive received no update. Now Im being told I may not recover the funds.I am requesting a full investigation into the destination of the missing funds for two completed transactions through Remitly (Reference number: R-95032722666, Reference number: R-42392225518) including confirmation of the exact account number used in the transfer. If the funds were sent to the wrong account, I expect ********************** to take responsibility and either recover the funds or issue a full refund.

  

  Business Response

  Date: 05/19/2025

  *****************
  **************************** Apt. 1603
  ******************* ******
  Daytime Phone: **************
  Email: *****************************
  
  Date: May 19, 2025
  Re: Complaint Number 23336582
  
  Dear ***** ***,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 5/15/2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you mentioned that you submitted two transfers from your Canadian TD account to your U.S. ***** account$2,400 CAD on May 5 and another $2,400 CAD on May 7. Although both transactions were marked as Completed, the funds did not arrive in your ***** ******** You also noted that you were told multiple times that the issue may have been due to an incorrect account number. You asked for clarification on how the account number could be incorrect if the visible details matched, and expressed concern that no clear explanation or resolution had been provided. You also shared that a follow-up with ********** was promised but not delivered.

  Upon investigation, we found that both transactionsR95032722666 and R42392225518were initially marked as completed by our delivery provider. However, on May 13, 2025, after we escalated your concern, we requested a reversal for both transfers. Our delivery provider successfully reversed the funds. On May 18, 2025, the option to cancel or edit the transactions was made available to you in the Remitly app, and we can confirm that both transfers were canceled.

  Due to the payment method used, please note that the refund may take up to 1 business day to reflect in your ********

  We regret any frustration this situation has caused. While our systems only allow us to view the last four digits of the recipient account for privacy reasons, we took the necessary steps to recover the funds and ensure they were not lost.

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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:05/15/2025

  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 a customer for the last (5) years never had any issues until one day I was sending money to ****************** and my account was suspended a few months ago I called spoke with an agent they advised me that Im not allowed to use other people card even with permission I agreed to not do it again and havent done it fast forward to today I go to log in and Im suspended and I call and this time they are giving me the run around and telling me to read the terms and conditions that I violated I hardly use the service and when I do is to send money using my debit or credit card and to friends and family or to a bank in ****************** I would like my account reinstated

  

  Business Response

  Date: 05/20/2025

  ***** *******
  , ********
  Daytime Phone: **************
  Email: *******************************

  Date: May 20, 2025
  Re: Complaint Number 23332716

  Dear ***** *******,
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on May 15, 2025. Thank you for bringing your recent experience to our attention.

  Summary of Your Complaint
  You shared that you've been a loyal customer for five years without any issues, and that a few months ago, your account was suspended after using someone else's card. You understood that this went against our policies, took responsibility, and committed to following the rules moving forward. Since then, youve taken care to comply, which is why the recent suspensionwithout a clear explanationhas left you feeling frustrated and confused. You believe you've done your part, and you're now asking for your account to be reinstated.

  We deeply value your long-standing relationship with Remitly and understand how disappointing and frustrating this experience must be. Please rest assured that we have conducted a thorough review of your case. Below is a summary of our findings and the actions weve taken based on our investigation.

  Our Findings
  At Remitly, the safety and security of our customers' accounts are of the utmost importance. We implement stringent security policies and procedures to ensure that our services comply with both internal standards and legal regulations. These protocols are designed to protect our customers from potential fraud, identity theft, and other risks. While we always strive to minimize any inconvenience, there are times when these safeguards may impact a customers access to their account unexpectedly.

  Following an extensive review of your profile and all related activities, we regret to inform you that we will not be able to reinstate your profile. This decision is based on the findings of our investigation, which were guided by both compliance regulations and our internal security processes. We fully understand that this outcome may be disappointing, and we sincerely apologize for any frustration this may cause.

  Unfortunately, due to confidentiality and regulatory obligations, we are unable to share more specific details about the nature of our investigation. This policy helps protect all our customers and maintain the integrity of our security procedures. If you would like more information on our terms of service, we encourage you to review our User Agreement, which provides further insight into our policies and how they are applied in situations like this.

  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: 05/20/2025

   
  Complaint: 23332716
  
  I am rejecting this response because: i am being falsely accused of violating terms and conditions and nothing is being explained in clear detail just that my profile was suspended 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/13/2025

  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.

  Got hacked for 1429 dollars by remotely they did not protected my information and someone stoled money out of my bank account

  

  Business Response

  Date: 05/14/2025

  ****** *****
  **********************************; ***************************************************
  Daytime Phone: **************
  E-mail: *************************************
  
  Date: May 14, 2025
  Re: Complaint Number 23326476
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 05/13/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you expressed concern that your bank account was compromised and that $1,420 was stolen using our services. You are requesting a refund for these unauthorized charges.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon review, we were unable to locate an account associated with your personal information or trace any transactions using the details you provided. Additionally, the screenshot you shared shows pending charges, which appear to be authorization holds. These are temporary charges placed by the card issuer and do not result in an actual debit unless the transaction is completed. These holds are typically removed within ten business days, and the funds are returned to your account.
  
  If you are not a Remitly customer and notice any posted charges that you do not recognize, we recommend contacting your bank to report the activity and request a chargeback. The chargeback process is as follows:

  1. Once you initiate a chargeback, your bank will submit it to Remitly.
  2. Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  
  If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  We also recommend ensuring that no one else has access to your payment method. This is particularly important if a family member has a Remitly account and may have used your card.
  
  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:05/09/2025

  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.

  Originally I registered with Remitly and since they aren't clear in their directions I accidently put in the name of the recipient in the place my name was supposed to go. It still worked. I tried with all the reason and logic in the universe to get them to correct my mistake and in response the cancelled my account. I then opened a new account with the correct name and sent $ to a missionary. But when I tried to send money again they had suspended my account, no reason, no explanation, just arbitrary decision. Even though I had verified my US citizenship and used the valid credit card. This malicious act against a U.S. Veteran is discrimination and they certainly should be held accountable. In the meantime they charged my card $150.

  

  Business Response

  Date: 05/17/2025

  ****** *****
  ****************************************************************************
  Daytime Phone: **************
  E-mail: ****************************
  
  Date: May 17, 2025
  Re: Complaint Number 23308820
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 05/09/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you stated that you mistakenly registered your account using the recipients name instead of your own. You noted that your account was suspended when you attempted to correct this issue, and that a second account you created was also later suspended. You also reported being charged $150 and requested both the reinstatement of your account with the correct information and a refund.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Our records show that you first contacted us in 2024 to request a name correction, stating that you had mistakenly entered your recipients name as the account holder. At that time, we requested valid identification to verify your identity, but you declined to provide one.
  
  Later, when you created a new account with the correct details, you submitted identification and a liveness video. During the verification process, you informed us that the intended recipient is a seminary student whose tuition you are paying. You explained that you have been friends for years but have never met in person.
  
  As previously communicated, Remitlys service is intended for sending money to individuals you personally know and trust, such as family and close friends. Our User Agreement advises against using the service to send money to individuals you have not met in person, and any such transfers are made at your own risk.
  
  Depending on your card issuer, the original charge should have disappeared from your pending charges by May 16, 2025. For your reference, the **** (System Trace Audit Number) is ******, which can help your bank trace the reversal. Please allow 510 business days for the full settlement to reflect on your account.
  
  We attempted to contact you by phone on May 13 and May 14, 2025, and followed up via email requesting a response. Since we did not receive a reply, access to your Remitly profile will remain suspended.
  
  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: 05/17/2025

   
  Complaint: 23308820
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/21/2025

  While it's true they did send an email and made 2 phone calls they didn't leave  a message and the email was un-noticed.  As they stated in their response however they had no reason not to activate my account as everything was done correctly,  instead they chose to not activate my properly applied account.  It still shows arbitrary discrimination and no apology on their part  for not operating as a fair and honest business.   Also when I looked up the email they sent me,  I did respond and they did not reply.

   

• Initial Complaint

  Date:05/05/2025

  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.

  My account with ******************** was suspended back in late February when I had my phone stolen and unauthorized transactions made. Remitly refused to reactivate my account even as I could prove that I was stolen, they argued that I would have to open an account under a different email account, which argued back saying that I wouldn't open an email account just to use with Remitly, in the end it makes no sense, as I am the same user. After a complaint and mediation through BBB remitly reactivated my account and I was able to use it again. In April 22nd, out of nowhere, my account was suspended again, with no warning or explanation. Again I seeked for help within remitly and again they told me to open a new account with a different email account, which again does not make any sense, this time I don't even know why my account was suspended. I just did my usual transfer between my US account and Brazilian account.

  

  Business Response

  Date: 05/09/2025

  ****** ***** ***** *******
  **********************
  ******************
  Daytime Phone: **************
  Email: **************************************
  
  Date: May 9, 2025
  Re: Complaint Number 23287809
  
  Dear Camila,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 5/5/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that you reported that your Remitly account was suspended again on April 22nd, 2025, without prior warning or explanation. You also mentioned that your account had previously been suspended in February after your phone was stolen and unauthorized transactions were made, and that you had already gone through a mediation process to regain access.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation, we confirmed that your account was initially suspended earlier this year due to unauthorized transactions made from your device, which you reported to both Remitly and your bank. These transactions were later reversed by your bank following your report. While we understand the circumstances and appreciate your cooperation, please note that these actions impact how we are able to support continued access to your original account under our internal risk policies.
  
  Unfortunately, we are unable to reactivate your existing account. To continue using Remitly, we kindly ask that you create a new account using a different email address. This step is necessary to comply with our internal security and compliance protocols, and we are unable to make exceptions.
  
  We understand this may be frustrating, and we truly value your past use of Remitly. Should you decide to register a new account, our team will be happy to support you through the setup process.
  
  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.