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:08/25/2023

  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 have had mixed relationship with Remitly.Initially my account was closed upon opening ot a while back and by escalation, it got reopened after it was proven I did nothing wrong.The same thing has happened and now I am requesting an explanation of why this keeps happening. This is an inconvenience as it prevents me from conducting necessary transactions and if my history is examined, I have only sent to select individuals.I am asking for this issue to be examined please. Thank you

  

  Business Response

  Date: 09/03/2023

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

  Re: BBB Complaint BBB #********
  
  Greetings from Remitly. We are writing 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 the complaint, you outlined your concern relating to your closed account. We have security policies in place to make sure that your account and our services are secure as well as to comply with laws and regulations. We do regret that at times, our processes can cause our customers to be inconvenienced. 
  
  After a careful review, we have reactivated your Remitly Profile and endorsed your account to our compliance team for clearing and you shouldnt experience any further login issues. You may process a new transaction after 72 hours. 
  
  Furthermore, we have added a $30 discount into your Remitly profile as a token of our appreciation for your patience while we are trying to investigate the matter. 
  
  Our company always looks for the ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you, 
  Remitly, Inc.

• Initial Complaint

  Date:08/23/2023

  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.

  Remitly insisted I needed to send copies of back side of my military ID. I mentioned that is illegal and I was not able to do that. I told the person that I could provide my Passport and DL but she insisted I still needed to provide all sides of my Military ID to pass verification since we are military and have a APO address. I even offered to provide our military orders that would have my sponsor and my name on it with our base info but she said the military ID was still required. THIS IS ILLEGAL.I was told my transaction would be cancelled so nothing I can do about it but this is something REMITLY should definitely look into. Military orders have always been proof enough. They need to review their requirements and stop requesting copies of military IDs.

  

  Business Response

  Date: 08/29/2023

  Hello ******,

  Greetings from Remitly. 

  We are writing back in response to the complaint you filed with the Better Business Bureau on August 23, 2023. We would like to thank you for bringing your recent experience to our attention.

  In your complaint, you mentioned that you do not want to provide the other side of your Military ID (the side that contains your date of birth), since that is illegal. 
  

  We reviewed your Remitly profile and found the submission of a transaction in the amount of $1000.00 with reference number R24554723520 on August 22, 2023. The transaction was held for review and a member of our Customer Protection team reached out to you to ask additional verification questions and also required you to submit a back to back copy of your Military ID.

  Apparently, this transaction was eventually canceled since we did not receive the required documents in time. While we understand your frustration, US law requires us to obtain, verify, and record information about you.

  We may require that you provide us with nonpublic, personal, identifying information. We may also lawfully obtain information about you from other sources without your knowledge, including non-personal identifying information that we may obtain while you visit this website.

  For more information, you may refer to our User Agreement. You may refer to this link: Section 7. HOW AND WHY WE COLLECT PERSONAL INFORMATION.

  Furthermore, kindly be reminded that for future transactions, in accordance to our policy, we may request for the same documents in order for us to process the transfer. 

  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: 08/29/2023

   
  Complaint: 20513176
  
  I am rejecting this response because:
  The issue here is how remitly insists on getting copies of Military IDs. My transaction was  cancelled by your agent because I insisted I was not going to provide my military ID. I clearly told her I could provide passport and my military orders but she was adamant that if I did not provide my military ID it was going to be cancelled anyways. On her email says military ID to verify birthday but my passport can easily verify that. She said she needed it to verify military status, well our orders would do that but she would not take those alone. I even read her the statute where it says business can not require copies of that and if they do to provide other ID but she did not accept that. Please go back to the call to hear the conversation. 

  Anyways, I just hope you stop asking for that to future clients. 

• Initial Complaint

  Date:08/20/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been a customer for quite some time of ***********************. I tried to send money to my father who i send money regularly. I had sent my father money using his card and Remitly marked this transaction as suspicious. I called spoke with them and they advised me I needed to change the payment option to my own card. Later on I tried sending money with my card and the transaction was successful only for me to then get an email saying that the transaction did not go through. No further explanations. A day later when I tried to go into my account it said my account was blocked. I contacted them and they claimed they suspended the account. I asked the agent why I did not receive a cancellation email? He claimed they do not sent cancellation or suspension emails. My issue here is I am concerned that I dont have a confirmation email from this company saying my account was suspended, all my personal information and account information along with all my recipients are still in the account and I dont have an email for the future saying they suspended. I would like for Remitly to send me a suspension email as proof that my information was indeed not going to be use and its safeguarded. Thank you.

  

  Business Response

  Date: 08/29/2023

  *********************
  ***********************************************, 
  ****************, ** 12590
  Daytime Phone: **************
  E-mail: ************************

  Re: BBB Complaint 20496813

  Dear *********************, 

  Greetings from Remitly.  We are writing in response to the complaint you filed with the Better Business Bureau on August 20, 2023. Thank you for bringing your recent experience to our attention.

  In the complaint you outlined concerns regarding the deactivation of your Remitly profile when you sent money using a payment profile owned by a family member. You also requested to have your account reinstated. We have reviewed your account and found that our **************** team requested personal information as part of our verification and security procedures. We made this request to keep our service secure and comply with applicable US 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.

  After an in-depth review, our team reactivated your Remitly profile and you are very much welcome to use our services to send money to your loved-ones. Please note that you must use your own payment profile to fund your transfers. We have also added a $20 discount on your Remitly profile that you can use on your next transfer. 

  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. 

  Customer Answer

  Date: 08/30/2023

   
  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:08/20/2023

  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 made a transaction using Remitely to *****. Accidentally I placed the last digit wrong on 27-Jun-2023.On follow up multiple times they were claiming that money never received to any one. They have all the recordings which they are not sharing with me any more.They raised a request for Reversal ******** on 08/03/2023. On 08/19/2023, they sent me an email that money has received to some another account. Which is completely a lie because - The account number and person name does not match then no way the money can transfer to any individual - They have already raised a ticket for Reversal on 08/03/2023 then how come money is sent to another account.Call was : - 07/03/2023 or 1 or 2 days before - I need my money back. Let me know how BBB can help.

  

  Business Response

  Date: 08/29/2023

  *******************
  ********************************************************************
  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 20, 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 own account, however funds were not received because you entered the incorrect account number.
  
  As discussed with one of our **************** Associate, regarding your transaction with reference ID: ************ that you sent to your own account in ***** with the amount of  $1000.00. We are in the process of communicating with the Bank to retrieve the funds back.

  As one of our valued customers here in Remitly, we have canceled your transaction as per your request. Kindly note that this is just a one-time courtesy and you can expect your refund to reflect in your bank account within the next **** banking days. If in case refund is not received after the given time frame, please let us know.
  
  We recommend you to always check your recipient account details every time you will process a transfer before sending to avoid any hassle in the future.
  
  In hopes of compensating the inconvenience, we have added a $50.00 credit on your account which you can use immediately on your next transfer.
  
  Thank you for your understanding and cooperation.
  
  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 **************.
  
  Sincerely,
  
  Thank you,
  
  Remitly, Inc.
  

• Initial Complaint

  Date:08/18/2023

  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.

  Today, I created a profile on Remitly under my name. I went through the entire process, which included submitting my state ID, completing a video verification, and transferring $500 to my son in *****. The website deducted the money from my account immediately and promised that it would be back in my account within 30 minutes. However, when I checked my profile, it showed that I had violated some rules, and my account was suspended. This was my first time creating an account and I had completed all verifications. Remitly took my $500, and it seems like this website is a fraud, cheating customers in the name of remittance. I believe that serious action should be taken against them.

  

  Business Response

  Date: 08/27/2023

  *************************************
  *******************************
  **********, ** 60173
  Daytime Phone: **************
  E-mail: **********************

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

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

  Greetings from Remitly!

  We are hoping that all is well with you.

  We are writing in response to the complaint you filed with the Better Business Bureau on August 19, 2023. Thank you for letting us know of your concern, and we are sorry you have to go through this.

  In the complaint, you have outlined that after you completed the verification to send your transfer for the amount of $500.00, your account was suspended.

  We reviewed your Remitly Profile and found the transfer with Reference Number R97224176750 for $500.00, submitted on August 18, 2023, at 12:03 PM Pacific Time.

  We have identified that the transfer was submitted prior to the account getting suspended. The account was deactivated on August 18, 2023, at 01:17 PM Pacific Time. All transfers that were made prior to the deactivation of the account, will not be affected and should be processed as normal. Furthermore, by the time you reach us to cancel the transfer, our partner has already processed the transfer as agreed upon. 

  As for the reactivation of your account, following the result of our investigation, we regret to inform you that we can no longer reinstate your Remitly profile. We apologize for any inconvenience caused, but our decision to deactivate your account is final and cannot be reversed.

  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:08/17/2023

  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.

  The fraud team department and her name is ***, to asked me if I want to pay it back the $971.74 because I was reported to my bank before the seller that I sent the money did not give my items. Before I called my bank I called remitly first to asked for help if they can file a complaint to BPI bank. But the first I called nobody contacted the bpi. then I called again I spoked someone and adviced me to report to my bank. So I did, after a couple days my bank tooked the money to remitly and I called after and I spoked Joy and she told me that they my bank and I said yes I saw that my bank credit that to me. And she asked IF I wat to pay back the $971.74 ad I said yes but help me first to message or file a complaint to bpi. And the next day I called my bank to cancel my claim to remitly and they did that just have to wait 1 week then I called again joy to let her know that I cancelled my claim and released the money to remitly. But joy told cant wait for 1 week and my account in remitly is going to suspended forever if I will not pay it back right away! So ok I will pay you back but what is gonna happened to my another $971.74 because my bank going reversal the money to remitly. She said once they received the money from my bank they gonna refund me in 10 days! Because my bank reversed the $971.4 on july 31,2023 and I paid joy on August 1,2023. I called joy and told her I saw in my bank statemet that you already credit to you again the $971.74 so I paid two times the remitly but I only sent once of $971.74 I submitted all the documents they need but until now They didnt refund me yet!! I trusted joy and remitly! I will not tolerate this kind of service!! I will file a case againts remitly for not giving back my $971.74!!!

  

  Business Response

  Date: 08/27/2023

  **************************************
  2236 *****************
  *******, ** 55322
  Daytime Phone: **************
  E-mail: ********************
  
  Re: BBB Complaint #********
  
  Dear **************************************
  
  Greetings from Remitly. We are writing in response to the email complaint you filed with the Better Business Bureau on August 17, 2023. Thank you for bringing your recent experience to our attention. 
  
  In your complaint, you have outlined that you were charged twice the amount of $971.78 from your transaction R94393323987. The transfer was initiated on May 05, 2023, as a payment for the jewelries you ordered to *****************************. Upon receipt of the item, you verified that it was a counterfeit. 
  
  We have further investigated the matter and based on our records, on July 21, 2023, you filed a dispute to your bank and on July 31, 2023, you reached us via phone and agreed to cancel the claim. Since your bank charged us $971.78, a member of our Compliance team manually collected the funds as agreed upon. As you cancel the claim with your bank, they reversed the funds to Remitly and on August 02, 2023, we processed the refund and advised that this will be posted to her bank account in the next **** banking days. 
  
  On August 11, 2023, you called Remitly for a follow up on your refund. You also mentioned that apart from the manual charge, the temporary credit was also collected from your account. Our associate reiterated that the refund normally takes **** banking days to post on your sccount. And on  August 18, 2023, we received the chargeback again. A member of Escalations team, tried to reach out to you via email on August 24, 2023, however, we didn't receive any response from you.
  
  On the other hand, this particular transfer was a confirmed commercial transaction as stated on your complaint and through the conversations youve had with our associates over the phone. Please be guided that our User Agreement under Article 5, Section 3 clearly stipulates that 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. 
  
  Our company always looks for the ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you, 

  Remitly, Inc.

• Initial Complaint

  Date:08/17/2023

  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 8/7, I used the bank transfer service, copy/pasting the recipient's account number instead of keying it in-- just to make sure there is no entry error. I provided all the required information, and I received a notification that the funds were delivered on 08/10. When the recipient did not actually receive the funds, I called ***, and she and a supervisor insisted that I keyed in the wrong account number. This is completely false; again, to make sure that I didn't make any entry error, as I copied/pasted the account number. Prior to this transaction, I contacted *** multiple times regarding issues that I was facing with a transaction to another bank based in *******. When they couldn't resolve the problem, I asked that they transfer me to a manager, and I never received a call from a manager. This problem has been two weeks in the making; and now that the money is missing, Remitly is trying to shift the blame on me. I filed on a complaint on their system as well. Below are the details of my interactions with Remitly so far:- Phone calls I made to Remitly: 08/02 @ 1:37pm 08/04 @ 1:24 pm 08/17 @ 11:08 am - Completed the *** survey I received on 08/08 and reported the negative interactions

  

  Business Response

  Date: 08/25/2023

  Codou Samba
  *****************************
  *********, ** 37909
  Daytime Phone: **************
  E-mail: *****************

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

  Dear Codou Samba,

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 17, 2023. Thank you for bringing your recent experience to our attention.

  In the complaint, you have indicated you received a notification that funds were delivered on August 10, 2023 yet the funds were not received by your recipient. You further explained - ...I called CSR, and she and a supervisor insisted that I keyed in the wrong account number. This is completely false; again, to make sure that I didn't make any entry error, as I copied/pasted the account number

  We tried numerous times to call you using the number registered on your Remitly profile to address the issue with your transfer Ref# R965966334651 - that *************************** has not received the funds amounting to $100.00. However, we are unable to reach you. We also sent you emails providing updates on your transfer.

  Based on the result of our investigation, the account number we are seeing in our system - ******- is different from the account number that you are sending money to - ******. As a courtesy, we have reversed your transfer. This is the new reference number: R201598940611. 

  Also, we have deleted your recipient - *************************** - from your contact list. You may add her again, kindly make sure that you input the correct details. We recommend  that you do not copy-paste since this may include unnecessary or incorrect details.

  We are glad to see that your transfer has been 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.
  

  
  

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20484127
  
  I am rejecting this response because: the problem was on your end, not mine. There can be an entry error when the verified information is copy/pasted; it doesn't matter how many times you say otherwise. Also, calling someone twice within two minutes and getting no response within that timeframe doesn't make that person unreachable. Your CSRs need to get better training, especially in communication.

  With that said, I acknowledge that you have finally fixed things on your end and that the recipient has received the funds that I sent back in August 7.
  

  
  Sincerely,
  
  Codou Samba

• Initial Complaint

  Date:08/16/2023

  Type:Customer Service 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 am writing in regards to K485 ********************************** the amount of $220 and Q90A **** in the amount of $499.00. I did not authorize this transactions nor do I have an account with **********************. I have contacted my bank and they are investigating but I wanted to also let BBB know.

  

  Business Response

  Date: 08/23/2023

  ***********************
  22524 *****************
  ******************, ** 48082
  Daytime Phone: ************
  E-mail: ****************
  Re: BBB Complaint 20478106

  Dear ***********************, 

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

  In your complaint, you outlined security concerns regarding unauthorized charges in the amount of  $220.00 and $499.00 on your bank account initiated by **********************. To further our investigation, our team requested a copy of any of your government issued identification cards. Our team has yet to receive a copy of the requested document.  

   Our team will continually work with you to resolve the matter. Please respond to the email communication our team sent to the email address you have provided in your complaint, ****************. 

   Thank you for letting us know about this issue, we are sorry that you have to deal with this. 

   Please be 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. 

  Customer Answer

  Date: 08/29/2023

  Good morning,
  
  The money has been put back in my account.
  
  Thank you so much!
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  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.

  July 4 2023 ******** -Remitly stated the money got returned by the recipient bank due to error and would be returned back to Credit Card -No money returned after several ***** hour holding patterns we were put in with customer service.-No phone calls returned after our repeated attempts.-No emails returned after repeated attempts.-The business has committed every time to resolve the issue within ***** hours and nothing happens. A black hole where they keep our money.Reference: R89625876214

  

  Business Response

  Date: 08/24/2023

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

  Re: BBB Complaint BBB #********
  
  Greetings from Remitly. We are writing to the complaint you filed with the Better Business Bureau on . Thank you for bringing your recent experience to our attention.
  In the complaint, you indicated that the money was not delivered to the recipient although the transaction was successfully completed.
  
  We reviewed your Remitly profile and found the submission of a transaction with reference number R89625876214 on July 04,2023 with the amount of $2387. The transfer was immediately forwarded to our partner bank for processing. 
  
  On July 19, 2023, you informed our customer service that the money was not received by the recipient. Remitly Customer Support escalated your concern and our team reached out to our partner bank to obtain the final status.
  
  We worked with our partner bank to recall the money from the recipients account. However, reversal of funds is dependent on the recipients approval. 
  
  To help you out, we have manually reversed the transaction status and initiated cancellation on August 23,2023. You can expect your funds to reflect in your bank account in **** banking days.
  
  Furthermore, we have added a $30 discount into your Remitly profile as a token of our appreciation to you for your patience while we are trying to investigate the matter. 
  This discount will automatically be applied on your next transfer with us.
  
  Our company always looks for the ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you, 
  Remitly, Inc.

• Initial Complaint

  Date:07/27/2023

  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 was going to send money with this company then i cancel it in less than 20 minutes in my account shows they cacel and refund on July 19- then they charge me on the 20 of July same amount- i send them my bank statement showing they took the amount ***** i talk to them open a case- 6 days pass and they refuse my refund claiming that it was refunded- and it has not- i talk to my bank they say it only shows they took the money- no refund yet-

  Customer Answer

  Date: 07/29/2023

  Please cancel complain- it was resolved. Thanks