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:09/16/2023

  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 made the transfer on Sept 7-8 of $100 to ******** with the Transaction R40 731 156 634 which was expected to be received on Sept 8, 2023 I called multiple types of customer service and got the ******** answer that Today Sept 16, 2023 passed and I lost the money and lost the times of 8 and would say another week where money might be refunded to me. I do not understand why they do not communicate or act fast, they work within 24 time frame or least **** hrs working time, why do they not reply Next or even Sept? 10 This is a bad experience I have with Remitly for now.

  Customer Answer

  Date: 09/18/2023

  This issue has been resolved now. 

  

  Business Response

  Date: 09/26/2023

  *****************
  *********************************
  ********, ** 75072
  Daytime Phone: **************
  E-mail: *********************
  

  Re: BBB Complaint 20615098

  Dear *****************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 16, 2023. Thank you for bringing your recent experience to our attention.  
  

  In review of your account, we identified a transaction for $98.00 with reference number R82123947585 sent on September 8, 2023, with an initial delivery promise of  September 8, 2023, at 10:23:27 AM Pacific time. Almost immediately, the funds were forwarded to our partner bank for processing. Regrettably, we have encountered an error while processing the transaction. 
  

  Our team worked closely with our partner bank to investigate the status of the transaction. Upon confirmation that the transaction failed, our team reprocessed the request. On September 17, 2023, our partner bank confirmed that the funds were successfully deposited into the intended recipients account. 
  

  In hopes of compensating the delay, we have added a $98.00 discount on your Remitly account that was applied towards your transaction with reference number R57680326752. We have also refunded the $1.99 transaction fee to your **** debit card ending in 6304. 
  

  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: 09/26/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:09/15/2023

  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.

  On August 18th I made a transfer of **$90.17, on top of this transfer I was charged a fee. Remitly did not deposit the funds into the account that the money was sent to. Since then, I have called remitly multiple times stating I need them to give me a refund and they have stalled and ignored me multiple times. My desired resolution is for me to get my money back, including fees.

  

  Business Response

  Date: 09/24/2023

  *************************
  19760 ******************
  ********, ** 97229
  Daytime Phone: **************
  E-mail: **********************

  Re: BBB Complaint 20613177

  Dear *************************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on September 15, 2023. Thank you for bringing your recent experience to our attention.  

  We have reviewed your account and found the submission of the transaction in the amount of $90.17 with reference number R47262879522 submitted on August 18, 2023. Almost immediately, the transfer was forwarded to the partner bank for processing. 

  On August 19, 2023, we were notified by our partner bank that the transfer had been completed. 

  On August 24, 2023, we received your report wherein the funds were not received by the intended recipient. Our **************** reached out to our Escalations team to raise your concern. Our Escalations team worked with our partner bank to investigate the status of the transfer. 

  On August 30, 2023, our partner bank confirmed that the funds were successfully deposited into the intended recipients account. Although we have confirmed the success of the transfer, our Escalations team manually reversed the transfer and initiated cancellation of the reported transfer to help you out. The refund was triggered and was posted to your account on September 15, 2023.

  Our Escalations team also issued a $60.00 discount to your Remitly profile. The discount will automatically apply on the final bill value of 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: 09/24/2023

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

• Initial Complaint

  Date:09/07/2023

  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 received a phishing email from Remitly today. Using an account with my information which I have never opened. I called the company to let them know someone was using my information that it was not really me but identity theft. This is the same company that made fraudulent transactions using my ***** Fargo account in June/July this year ( I filed a police report with the *******************) they made three different transactions totaling about $8000.00 Remitly stated they would close my account (again, which I never opened) but that there was nothing else they can do on their end.

  

  Business Response

  Date: 09/20/2023

  ***********************
  13216 ****************
  ***********, ** 92394
  Daytime Phone: **************
  E-mail: **************************
  

  Re: BBB Complaint 20571995

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on September 7, 2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined security concerns relating to the use of your information and bank account as you were a victim of a phishing scam. Protecting you is our priority, like other financial institutions and money transmitters we have deployed rigorous procedures in order to meet security and compliance requirements. In addition, to protect your information, dont give your personal or financial information in response to a request that you didnt expect. Legitimate organizations wont call, email, or text to ask for your personal information, like your ********************* account, or credit card numbers.

  If you get an email or text message from a company you do business with and you think its real, its still best not to click on any links. Instead, contact them using a website you know is trustworthy. Or look up their phone number. Dont call a number they gave you or the number from your caller ID.
  
  Per your request, we have closed your account with ********************** to prevent further activity from being performed. While we have closed your account, we cannot delete your personal information as it is being processed by us:
  to comply with our legal obligations and/or
  for the establishment, exercise or defence of legal claims (including, but not limited to, to protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity).

  Please note that as a regulated financial institution we are required to comply with laws such as those related to anti-money laundering. These require us to keep records of all of our customers. We also need to keep details of our customers information if we ever need to defend a claim against us.

  Even though we are unable to delete your personal information, please be assured that we take the privacy of your personal information very seriously. Additional details on how we process your personal information and keep it secure are included in our  privacy policy.

  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:09/07/2023

  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.

  7/21/23 I use remitly app to send money for a purchase I made which was a scam. I never received the service. I spoke to remitly they cancel my account. And suggest to talk to my bank. Stating that the payment wasnt processed yet. Then on 9/7/23 I spoke again with remitly since $100 was taken of my bank account. ********************** said there was no payment posted on their side, that I had to talk to my bank only they could have access to doing that. So I called chase they deny my reimbursement and took my money. And blame remitly. I told chase remitly didnt see any payment on their side. And ask them where did my money go. They had no answer but to say ***** claims denied my case. Because remitly didnt want to work with them. Stated to complain with you guys BBB. All I want us my $100 back.

  

  Business Response

  Date: 09/12/2023

  *************************
  34 **********
  ********* , ** 89110
  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 September 08,2023.
  
  In your complaint, you outlined a concern relating to your completed transactions that you sent to your beneficiary account who turned out to be a fraud.
  
  We reviewed your account and found that on July 20, 2023 you have sent money to your recipient, ********************************** with reference ID  ************ amounting to $100.00. Upon checking, your transfer was processed by our partner bank and the funds were delivered to the intended recipient as outlined within your instructions. 
  
  In addition, we received a dispute from your bank related to the same transaction and our team will continually work with your bank to settle the dispute. In this case you may reach out to your bank for further information. 
  
  We strongly advise our customers to send money to only people they know as indicated in our User Agreement. Stipulated in **** under 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 our Services. You accept that using our Services to pay for goods and services is at your own risk. In particular, as we are not involved in, nor responsible for, nor have any control over any underlying arrangement you may have with any other person associated with your use of our Services, we will not mediate any disputes, nor enforce or execute any arrangement you may have with such persons."
  
  Based on the result of our investigation, we have flagged the recipient information in our system to prevent money transfers to him from completing. While our team is working with your bank to settle the dispute, we have suspended access to your Remitly 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 **************.
  
  Thank you,
  
  Remitly, Inc
  
  

• Initial Complaint

  Date:09/07/2023

  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 September 2 I made a transaction send 500 to ****** The delivery promisse was for same day After I found that they needed more info so I sent everything to them and now 4 day after they everyday come with a excuse And today for my surprise they just lying asked weird documents I asked for refund and they told me to wait 10 days No way my money it's out of account for so long I can't accept

  

  Business Response

  Date: 09/17/2023

  ***************************************;
  ** 94401 
  Daytime Phone: **************
  E-mail: *******************

  BBB #********

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

   Greetings from Remitly!

   We are writing in response to the complaint you filed with the Better Business Bureau on September 7, 2023. Thank you for bringing your recent experience to our attention.

   In your complaint, you raised concerns about the delayed transfer you submitted on September 2, 2023.

   After reviewing your profile, we found that you submitted a transfer on September 2, 2023, at 5:28 PM Pacific Time towards your PIX account ending in **** in the amount of $500.00. Your transfer was approved on Remitlys end and was immediately forwarded to our partner bank for processing. Your transfer was reviewed by our partner bank which requires additional information/documents for them to release the money.

   Just like Remitly, our delivery providers have a responsibility to review and confirm that every transfer complies with international regulations.

   Our team reached out to you to obtain required documents in order to release the money. However, there were some missing documents that we had not received. 

   On September 8, 2023, we canceled your transfer at your request. The refund should reflect to your account in **** banking days.

   On September 16, 2023, You were contacted by a member of our Escalations Team on the phone, and you acknowledged receiving the refund. In addition, per your request, we have closed your account with ********************** to prevent further activity from being performed. While we have closed your account, we cannot delete your personal information as it is being processed by us:

   to comply with our legal obligations and/or

  for the establishment, exercise or defence of legal claims (including, but not limited to, to protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity). Please note that as a regulated financial institution we are required to comply with laws such as those related to anti-money laundering. These require us to keep records of all of our customers. We also need to keep details of our customers information if we ever need to defend a claim against us.

  Even though we are unable to delete your personal information, please be assured that we take the privacy of your personal information very seriously. Additional details on how we process your personal information and keep it secure are included in our  privacy policy.

   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 feelfree 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:08/31/2023

  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.

  Frauded out of $1700. Money sent on my debit card. I had NEVER heard of company, know no one outside the states. Have filed dispute with my bank however I called Remitely who refused to discuss with me

  

  Business Response

  Date: 09/06/2023

  ***************************
  1911 ************** U165
  ************, ** 37129
  Daytime Phone: *********
  E-mail: *********************
  
  Re: BBB Complaint (BBB #********)
  
  Dear ***************************,
  
  Greetings from Remitly. 
  
  We are writing in response to the complaint you filed with the Better Business Bureau on September 02, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined security concerns relating to an unauthorized charge on your account from **********************. Thank you for letting us know and we are sorry that you have to deal with this. 
  
  A member of our Escalations team reached out to you and requested a copy of your bank statement showing the charge to further our investigation. As of this writing, our team has not received any response. Our team will continually reach out to  you to identify the reported charge and resolve the matter.
  
  Again, we truly appreciate the time and effort 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:08/30/2023

  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.

  Hello, I'm *****, referance nummer R89742983256 while everything was going well, my money was taken from my account, they canceled the transaction 2 minutes later, I went to the bank, my money was transferred to their account, live support, they said wait 72 hours, I waited. now they say 7 to 15 days, the necessary receipts are attached to the return process, I want my money

  

  Business Response

  Date: 09/06/2023

  *********
  ********************************, 70378
  Daytime Phone: **************** 
  E-mail: ********************
  
  Re: BBB Complaint# ********
  
  
  Dear *********,
  
  Greetings from Remitly.
  
  We are writing in response to your Better Business Bureau (BBB) complaint filed on August 30, 2023 under Complaint Case# ********. Thank you for informing us about your recent experience.
  
  In your complaint, you included your transfer Ref# R89742983256 and according to your assertion, the transaction was automatically canceled by the system minutes after it was submitted for processing. 
  
  You stated that according to your bank's, ***** was deducted from your account as payment for the rejected transfer and you have waited for the refund, which you did not receive despite the 72-hour time frame that was initially provided to you and when you inquired about the reimbursement, you were told that it would take another **** business days.
  
  Looking into what happened with the subject transaction, it appears that it was initiated on August 28, 2023 at approximately 2:57 AM Pacific Time (PT), and according to our records, we waited for the payment until it was automatically canceled around 3:01 AM PT of the same day, which corresponds to your claim of being canceled minutes after initiating.
  
  Further investigation with our payment processor revealed that our payment request was in a pending state from 11:58:18 on August 8 and had been canceled around 12:01:24 of the same day. The payment was deferred around 12:01:48 on August 28th and captured at 07:21:26 on August 29th (note that the timestamps are of our processor's time zone).
  
  The money was released to us at the time that your transfer has already been canceled and with the transaction already canceled, the refund is supposed to be processed automatically.  With the refund showing in our record as initiated/processed, the normal refund timeline of  72 hours was advised to you. Please note that the standard  refund process is within **** banking days depending on the banks.
  
  We never realized that the automatic refund failed until we have received your report. Per checking with our processor, it turned out that the automatic refund failed due to some technicalities. As a resolution, manual processing has been initiated. With the normal refund timeline, expected posting of funds is by the 14th of September. This has been communicated to you via email on the 2nd of September, which you may have missed. Please check your inbox or spam folder for the said email.
  
  Please check your funding account for the refund by the 14th and should there be no refund posted, please dont hesitate to let us know.
  
  To somehow compensate for the inconvenience this caused, we have added a ***** discount on your profile which will automatically be applied on your next transfer. We hope that the previous experience will not deter you from further using the service.
  
  Our company, Remitly, Inc., is continuously looking for ways to improve our service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  

  Customer Answer

  Date: 09/07/2023

  Better
  Business Bureau:
  
  Isletmenin sikayet numarasi 20541717'ye istinaden verdigi yaniti inceledim ve bu zmn benim iin tatmin edici oldugunu grdm.
  
  Saygilarimla,
  
  *********

  Customer Answer

  Date: 09/15/2023

  Hello I waited until the 14th of the month as the business said. But the money has still not been refunded to my account. I respectfully request and request that the situation be corrected immediately and my losses be remedied.

  Customer Answer

  Date: 09/19/2023

  The refund was not made to me on the specified date.

  

  Business Response

  Date: 09/23/2023

  *********
  ********************************, 70378
  Daytime Phone: **************** 
  E-mail: ********************
  
  Re: BBB Complaint# ********
  
  
  Dear ***** nal,
  
  Greetings from Remitly.
  
  We have received a follow-up from the Better Business Bureau (BBB) under Complaint Case# ******** concerning the refund from your canceled transfer with Ref# R89742983256.
  
  I believe that what transpired with this transaction was provided to you as part of our initial response to the BBB case that you filed on August 30, 2023. In the same response, we also advised that your refund is expected to be posted on the 14th of September.
  
  Thank you for bringing to our attention that to date, you still havent received your refund. I sincerely apologize for the inconvenience this has caused and is still causing you. 
  
  Per coordination with our payments team, we were able to re-confirm that indeed, the refund was processed from our end on the 31st of August with the expected posting date of September 14th.
  
  As a result of our follow-through, our payments processor has advised and confirmed that there has been an ongoing system issue and system maintenance affecting all refunds initiated from August 31st to date to miss their expected posting date. Per confirmation, the amount didnt leave our bank account. This is now an escalated case and is a top priority. We will let you know as soon as there is an update.
  
  Please bear with us as we work with our payments processor on this matter. Thrust that I will have this case monitored and I will be giving you an update as soon as one becomes available. To save some time and to prevent from repeating yourself and explaining your concern each time you follow-up, please wait for an update that will be coming directly from me instead.
  
  Our company, Remitly, Inc., is continuously looking for ways to improve our service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20541717
  
  I am rejecting this response because:
  Approximately 1 month has passed and my money has not been refunded.  As a result, they trust their system so much that I have been victimized for the second time in 1 month due to the same system. I was promised that it would be paid on August 14th, but today, September 26th, my money has still not been refunded.
  Sincerely,
  
  *********

  

  Business Response

  Date: 09/29/2023

  *********
  Zanderweg 18
  *********, ***** DEU
  Daytime Phone: ************
  E-mail: ********************
  

  Re: BBB Complaint 20541717

  Dear ***** nal, 
  

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on August 30, 2023, and the response we received on September 7, 2023, September 22, 2023, September 26, 2023, and September 27, 2023. Thank you for bringing your recent experience to our attention.
  

  We have reviewed your account and located a transaction in the amount of  ***** with reference number R89742983256 submitted on August 28, 2023.  Due to an error in the payment, the transaction was canceled. The payment was deferred. This means that we dont have the money yet, but we expect the bank to update us of the success of the payment within  seven business days. When we confirmed that the funds are with Remitly, the refund was immediately processed. However, our payment partner encountered an issue in processing refunds which resulted in the delay. 

  Our partner confirmed on September 28, 2023, that the refund has been successfully processed and the credit should be posted to your account within five working days. 

   As a gesture of appreciation for your patience while our team investigated your concern, we have added a total of  35 discount on your Remitly account which were applied to your succeeding transactions. 

   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:08/29/2023

  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.

  I used this service to send money to ******* on August 15th. I am in total shock what happened after that. Money was not delivered. Two weeks this company is giving me run around. They asked for statement from receipts bank, I provided it. Then again, I provided statement of all deposits. Money are not there. They said they will call back, they never did. Every day they are giving me he same information, requesting more statements. They do not transfer to supervisor or manager. Calling center is just collecting the same information. I am reading online the same complains as mine. BBB should look at this company more carefully and exclude them from this organization or downgrade their rating. I am still cannot get any answer from them and cannot get my money back. In my opinion this company is fraudulent and should be looked at.

  

  Business Response

  Date: 09/06/2023

  *************************
  ** 19014
  Daytime Phone: ************ 
  E-mail: ***********************
  Re: BBB Complaint 20536306 

  Dear *************************, 

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

  In your complaint, you outlined the delay of your transaction R39099768181 for $669.99. Upon checking your Remitly profile, we have requested a copy of your recipient bank statement to confirm if the funds were received, however the recipient bank can only issue every end of the month.  Our team coordinated with our partner in ******* to check the actual status of your transaction. We have received confirmation from our partner that the funds successfully deposited to your beneficiary account.

  On August 25, 2023, you submitted a copy of the account statement from your recipient account but the transactions are limited only and we are unable to validate the transaction. We also received a dispute from your bank on August 29, 2023.

  We would like to inform you that we have already coordinated with your bank and it was confirmed that your requested dispute has been approved. This means the amount of $669.99 successfully returned to your account as a temporary credit by your bank and this will be permanently reflected in your bank statement of September.

  I suggest you can reach your bank to confirm the status of the transaction. On the other hand, if funds are still not reflecting on the account, you may send us a copy of the statement so we can forward it with our Payments Team to trace the funds.
  We are yet to determine the cause of its failure and we are closely monitoring this case. It is totally understandable that you would feel bad for the time spent without getting a reasonable answer.

  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: 09/10/2023

   
  Complaint: 20536306
  
  I am rejecting this response because:there is no answer what happened. Why company did not make concrete steps to resolve the issue and did not issue the refund. I had to file complain  and dispute the charge through my bank to get my money back. Remitly did not delivered transfer, did not return any phone calls, provided failed information that money were delivered. I provided issued by receivers bank statement, including separate statement of all deposits, which is confidential information. However, I never got anything back from Remitly. This is absolutely unacceptable. I am reading posts on the Internet, that exactly the same date as I submitted my transfer, August 15th, others are going through the same as I did: money are not delivered, company does not respond. BBB should closely look at this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/26/2023

  Type:Sales and Advertising 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 used Remitly online remittance service to transfer funds to my family in *************** for several years. Same time frame and the same recipients each month. My two, 1st of August 2023 support payments of $160 and $60 were transacted routinely. On the 15th of August, while monitoring my checking account, I noticed that unknown bank withdrawals were being made via Remitly online remittance service. Thousands had been fraudulently transferred to unknown foreign recipients. I immediately deactivated my **** DEBIT bank card and contacted Remitly. Remitly customer service (located in a *********** in ***************) denied any responsibility while claiming they must have been "HACKED". Remitly had also increased my account SENDING LIMIT without my consent, so their cronies could empty my account faster. The so-called fraud department regretted that, their fraud monitoring system and two step verification had apparently failed. I demanded that my account be deactivated to prevent further fraud attempts. Instead, Remitly conveniently deleted my account and erased all historical transactions. Remitly refused to reverse the fraudulent transactions or reimburse the stolen funds. I believe Remitly has criminal operatives within the company, conducting systemic cybercrime on a regular basis.

  

  Business Response

  Date: 09/02/2023

  *************************
  *********************************************************
  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 August 26, 2023. Thank you for bringing your recent experience to our attention.
  

  In your complaint, you outlined concern relating to unauthorized transactions that were processed using your payment instrument and you are requesting for a refund. 
  

  On August 15, 2023, you contacted our customer support hotline and reported that there were unauthorized transfers made using your Remitly profile.
  

  A member of our Escalations team investigated your concern and reached out to our concerned department on August 28, 2023. We were able to identify all the transactions that you are referring to, and after a careful review, we issued a refund to your account. You should see the credit in your account within 10 business days.
  

  Rest assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this matter 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.

• Initial Complaint

  Date:08/25/2023

  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.

  Have used this service to transfer money. It says receipt successful but the funds were not delivered to the recipients bank account

  

  Business Response

  Date: 09/03/2023

  ***** B
  MD 21043
  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 August 25, 2023. Thank you for bringing your recent experience to our attention.

   In your complaint, you outlined concern regarding a transfer which was completed but funds were not received by the recipient.

   We have reviewed your transfer with reference number R709483438797 in the amount of $250.00 which was submitted on August 25, 2023, at 6:33 AM Pacific Time. Your transfer was approved on Remitlys end and was immediately forwarded to our partner bank for processing.

   On the same day, at 8:05 AM Pacific Time, we received a notification from our partner bank that the funds were successfully deposited to your recipients **** of America account ending in 5541.

   Later that day, at 5:36 PM Pacific Time, you reached out to our Remitly Customer support reporting non deposit of funds to the recipients account. Our **************** Associate immediately reached out to our partner bank to investigate the status of the funds

   Between August 26, 2023, to August 30, 2023, we are in constant communication with our partner bank to investigate the status of the funds.

   On August 31, 2023, at 4:52 PM Pacific Time, we received a response from our partner bank that your transfer was canceled in their system. On the same day, at 5:36 PM Pacific Time, a member of our Escalations team connected with you through the phone and assisted you in canceling the transfer at your request. The refund was immediately processed the same day it got canceled.

   We have also issued a $20 discount to your Remitly Profile which will automatically apply on your next transfer.

  On September 03, 2023, at 4:33 PM Pacific Time, you were contacted by a member of our Escalations team over the phone for follow-up, and you confirmed that you had received the refund. In this case, we are now closing this case as resolved.

  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: 09/06/2023

   
  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.
  
  Special thanks to ***** from the escalation team to help coordinate between me and the partner bank and get this resolved soon. Thanks a lot!

  
  Sincerely,
  
  ***** B