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:07/26/2023

  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 hava a very simple question to ask I downloaded the app to transfer money from ****** to ***** but before transfer I received a message that someone logged into my account from my near city. I got scare and deleted the app. I just wanted to ask if it really can happen? Is it possible to hack someones remiy account?Thank you

  

  Business Response

  Date: 08/02/2023

  *************************
  ********, ** T6L6J5 ******
  Daytime Phone: **************
  E-mail: *********************
  
  Re: BBB Complaint 20378054

  Dear Khushi,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 26,2023. Thank you for bringing your recent experience to our attention.

  In the complaint, you indicated that someone from an unrecognized device logged into your Remitly account. In review of the report, we noticed that your account is not yet complete and there is no other risk found on your Remitly Profile. You can help protect yourself from scams and fraudulent activity by choosing a strong password, enabling two-factor authentication, and keeping your account information private.
  
  Two-factor authentication also called 2FA is a security feature you can use to protect your Remitly account. This security feature combines your password and your phone. Youre the person most likely to have both of these things, so this is one way we can make it harder for someone to sign in to your profile without your permission.
  
  For your guidance, we use a variety of security measures to make sure that your information is stored with banking-level encryption. Your Remitly account is subject to verification procedures to maintain high levels of security, trust, and protection.
  
  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:07/23/2023

  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 used the Remitly app for several years. Recently my account was suspended with no notification. When I called, I was told that my account had been suspended indefinitely for suspicious activity. I asked if I had broken any laws, they said no. I asked what the suspicious activity was and they couldn't give me an answer. I did not do anything wrong. I would like my suspension lifted so that I can continue using the Remitly app to make transfers. Please help.

  

  Business Response

  Date: 07/31/2023

  *******************************
  ********************************************* A
  **************, ** 92405
  Daytime Phone: **************
  E-mail: *************************
  Re: BBB Complaint 20365024
  

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

  Greetings from Remitly. 

  We are writing in response to the complaint you filed with the Better Business Bureau on July 24, 2023. Thank you for bringing your recent experience to our attention.
  

  In your complaint, you outlined security concerns relating to your request to reinstate your Remitly account.
  

  We reviewed your Remitly profile and found the submission of a transaction in the amount of $56.03 with reference number R53162747385 on June 1, 2023. The transaction was held for review and a member of our Customer Protection Team reached out to you to ask additional verification questions. The transaction was forwarded to the partner for processing and on the same date, the partner confirmed that the money was deposited into the intended recipients GCash 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. 
  

  We took a second look at your Remitly profile and we regret to inform you that we will not reinstate your Remitly account based on the results of our investigation. In line with that, we cannot share specific information other than the result of our review.

  You may visit our User Agreement for more information.

  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: 08/02/2023

   
  Complaint: 20365024
  
  I am rejecting this response because:

  I confirmed that the transactions on my account are not fraud. Remitly has also made this confirmation.

  I did nothing wrong.

  My transactions are legal.

  I did not break any terms of service.

  Remitly is refusing to provide any valid reason why my account is currently deactivated, or why they will not reactivate the account.
  

  Remitly is refusing to properly respond to this complaint.

  I am requesting my account be reinstated immediately!

  Additionally Remitly is in Violation of CCPA, by refusing to provide all the information regarding their decision to deactivate my account.

  In accordance with CCPA I am formally requesting all information Remitly has saved regarding *******************************, be released to *******************************, and to the BBB dispute team. This information shall Include all data, internal memos, emails, calls, and more specifically, transcripts or audio of the phone interview between ******************************* and the Remitly fraud team member where inappropriate questions were asked of ******************************* by the fraud team member. Privacy rights were blatantly violated on this call.  As an alternative to this request you may reinstate the account of ******************************* and the above discovery request will not be necessary.

  This is Remitly's chance to make things right for its long time customer, and for the people that depend on Remitly services. I am hopeful that Remitly will make the right decision and reinstate the account without delay.

   Sincerely,

  
  *******************************

  

  Business Response

  Date: 08/18/2023

  ***************************;
  

   ***************************************** Apt A 
   **************, ** 92405 
  

  Daytime Phone: ************** 
  

   E-mail: *************************
  

   Date: August 15, 2023 
  

  Re: BBB Complaint 20365024 
  

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

   We  are  writing i n  response  to  the  complaint  received  from  the  Better  Business  Bureau.  We  understand  that  you  have  made  a  request  under  the  CCPA,  and  you  would l ike  to  understand  why  your  account  was  suspended and why we cannot reinstate it. 
  

  We  are  happy  to  ful?ll  your  CCPA  request  for  all  of  your  personal i nformation.  Before  we  can  proceed  with  the  processing  of  this  request,  we  must  verify  your i dentity  due  to  the  nature  of  the  personal i nformation  we  hold  on  our  customers.  One  of  our  Associates  will  reach  out  to  you  at  the  phone  number  or  email  associated  with  your  Remitly  account  to  complete  this  veri?cation  and  then  we  will  work  to  process this request within the timeframe required under CCPA. 

  Please  feel  free  to  contact  us  again i f  we  can  be  of  any  further  assistance.  Customer  Service  can  be  reached 24 hours a day, seven days a week at **************. 
  

  Thank you, 
  

   Remitly, Inc. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20365024
  
  I am rejecting this response because:

  I have already given written permission for you to release my information to myself & the BBB.

  I am currently in the same country that my transactions were sent to.  I am not reachable by my ************* phone number at the moment. 

  Additionally I do not accept your deflection of my request. It is now a demand. Reinstate my account.

  I require an explanation to myself and the BBB the specific nature of the alleged  "SUSPICIOUS ACTIVITY" ..?

  What has Remitly is accused me of?

  What specifically has my account been banned for?

  I am very curious to find out what I am being WRONGLY accused of?  I'm Sure the BBB Is also curious why your company policy is to ban its customers under a secret allegations and vague statement like "Suspicious Activity" with no other explanation. 

  Remitly's failure to properly explain its actions, is now making this appear to be some sort of personal discrimination or attack against ******************************* as an individual. 

  Please take this request for reinstatement seriously. Settling disputes on BBB is a lot more cost effective as a company. Reinstate my Account. Settle this here so it does not turn into something much bigger than it has to be. Reinstating the account is the right decision.

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

• Initial Complaint

  Date:07/17/2023

  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.

  I am contacting you in regards to transfer number: R83 037 541 348. The recipient told me that they did not receive Rs ********** in their bank account even though the status in Remitly website says 'delivered'. The transfer was sent to the **************** account.The Recipient's name is: ********************* and the **************** account number is: ************************. The bank it was sent to was ********** (HBL).Please can you investigate this matter with your partner ********** (HBL) please as the Receiptent said that they did not receive this transfer.

  Customer Answer

  Date: 07/18/2023

  Please can you **** my complaint as resolved as Remitly has resolved my matter and I am satisfied with Remitly's response.
  
  Please can you close this case.

  If you have any questions, please do not hesitate to contact me.
  
  Kind regards,
  
  *******************

  Customer Answer

  Date: 07/19/2023

  Hi, I sent money to **********************

   

  I (*******************) is the original complainant in this matter.

  Customer Answer

  Date: 07/20/2023

  Dear Sir/Madam,
  
  I am contacting you in regards to Complaint ID: ******** that was filed on July 17, 2023.

  
  

  I contacted you via email on July 18, 2023 that my complaint has been resolved.

  
  

  On your website, there was a request to upload a power of attorney that my complaint has been resolved.

  
  

  Please kindly note that I am the original complainant in this matter and matter has been resolved on July 18, 2023.
  
  Please can you close my complaint on your website as Remitly has resolved my matter and I am satisfied with Remitly's response.
  
  Please can you close this case.
  
  If you have any questions, please do not hesitate to contact me.
  
  Kind regards,
  
  *******************

• Initial Complaint

  Date:07/14/2023

  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.

  Date of transaction May 22nd 2023.Charge to the account of ******$My name is *************************, I had sent money to my spouse on May 22nd 2023 and the sent it to the wrong recipients so I canceled that transaction and sent it to the recipient. The. Following day I was charged twice for the transaction. I tried contacting Remitly on May 23rd and I didnt get a response, so I contacted the bank and they disputed the charges back to my account. Couple days later I tried sending another transaction to my spouse and the app told me to contact them and they put my transferred on hold. So I contacted them and they told me that I owed them money of 203.99$ even though I sent out one payment but was charged twice after canceling the other transaction I had made towards my spouse. Forward to todays date which is July 13th and they was a reverse back out of my account and over drawn my account of the amount of 203.99$. I knew it was Remitly and I contacted the bank and they told me there wasnt nothing else I can do. So later today I tried contacting Remitly and they was very unhelpful to get the account back so I can see the transaction and get the information of why they canceled my account and why I was suspended and had these charges against my account. I am very unsatisfied by Remitly customer service and how I been treated over a transaction that was a mistake and tried to cancel and being charged twice for something.

  

  Business Response

  Date: 07/23/2023

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

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

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

  Greetings from Remitly.

  We are writing in response to the complaint that you filed with the Better Business Bureau on July 14, 2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you highlighted your May 22nd transfer and the $203.99 that were charged to your account twice. You also mentioned that your succeeding transfer was put on hold and that you owe us money and that your account was suspended. That on July 13th, $203.99 was taken out of your account.

  I contacted you recently to discuss and to properly address the matter. Unfortunately, you are currently at work and unable to stay on the phone. Thus, this email is being sent in response to your complaint case.

  After careful review of your Remitly profile and the associated transactions, we were able to confirm that on May 22nd (21st in our record), you initiated a transfer with Ref# *********** amounting to $203.99 (including the fee) for *****************************. After an hour and 10 minutes, you initiated another transfer with Ref# ************ for the same amount $203.99 this time  for ***************************. This explains why you are seeing two $203.99 charges on your account, one for each transfer.

  On May 22nd after 12 hours and 30 mins of creating Ref# ***********, you initiated its cancellation due to an incorrect recipient being selected, *****************************, instead of your wife, ***************************. Since it got canceled, we immediately initiated the refund back to your funding account, **** ending in **** [debit].

  Seeing two (2) $203.99 charges on your account and thinking that you already canceled Ref# ***********, you filed a dispute with your bank for the canceled transfer and we received the chargeback case from your bank on May 27, 2023. Since you filed a dispute, your bank issued you another credit/refund - which your bank took out of our account considering that we already issued you a refund. 

  Technically speaking, you have been refunded twice for your canceled transfer; by us and by your bank. It is in this regard that when you initiated your transfer Ref# *********** on June 6, it was put on hold as we are trying to reach you to manually collect the extra $203.99 that was refunded to you.

  We have sent you an email on June 2nd (see Attachment 1 for reference) regarding this matter trying to get your side and further understand why you have disputed a canceled transfer. In the same email, we also have advised you that we will settle the matter with your bank should we not receive an action from your end. We also have tried reaching out to you by phone to no avail until we have received your call concerning your transfer Ref# *********** that is on hold. On the same call, we tried to discuss the matter with you. Unfortunately, no resolution has been made.

  Despite our effort to settle the matter directly with you rather than with your bank, we have not received your cooperation and we fail to secure your approval to charge your account to recover the extra refund. As a result, your transfer Ref# *********** was declined / canceled and your Remitly profile has been temporarily suspended due to unsettled collection.

  Please note that the payment request for your declined transfer (Ref# ***********) has been voided and no funds were taken out of your account - his refund went through in the form of a reversal. In the case of a reversal, you won't see a refund credit on your statement   you'll just see the original authorization drop off your statement entirely. There will be no payment, and no refund. It'll appear as if the whole transaction never happened. Your bank should be able to confirm this for you. Depending on your card issuer, the original charge should have disappeared from pending charges by Jun 14, 2023.

  On July 11th, we coordinated with your bank in an attempt to recover the funds and represented the case. Supported with valid documentations attesting that we have successfully refunded you for your disputed transaction (Ref# ***********), we have won the representation. Your bank then processed a reversal of funds for $203.99 out of your account and refunded the amount to Remitly. This is the debit/reversal entry made by your bank that you said you saw dated July 13th. 

  With the amount, ($203.9) finally recovered and refunded to us, we reactivated your Remitly profile on July 17th and sent you an email notification advising about your account being reinstated (see Attachment 2  for reference).
  

  After receiving your complaint case, we carefully reviewed your profile and associated transfers and contacted you on July 21st. Later that date, you have returned the call and have requested the deletion of your Remitly profile which we processed based on your request. Please be advised that should you change your mind, you can sign-up and create your new Remitly profile at any time. You may also get in touch with us to request profile reactivation.
  

  We understand the inconvenience and the frustration this has caused. To get further clarification, we suggest that you contact your bank and check with them your $203.99 charges from Remitly. You should be able to confirm two (2) successful charges from May 18th to June 6 for your transaction with Ref# *********** (this is before your disputed canceled transfer) and Ref# ************. For your reference, please see Attachment 3 for a copy of your transaction history covering May 1st to June 6th - highlighted in Red and Blue are the related transactions.

  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.

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings there,I have contacted many and numerous times with customer service on this matter. This is a major stress for me since I have expenses and bills to pay. There is still $1000 and more from Remitly transactions that I was not able to retrieve in numerous previous transactions. I spoke with several customer service agents on this matter and still waiting for the proper results. I need to use it ASAP. I cannot also access my accounts and having technical issues. Also need this to be resolved. Remitly Accounts and e-mails - ********************** ****************************** *********************** *********************** ***************************** Need kind assistance on this matter to resolve this major issue please. Thank you very much.

  

  Business Response

  Date: 07/23/2023

  *****************************
  ********************************************************************
  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 July 13, 2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined concern relating to the deactivation of all your Remitly profiles. You also requested a refund of some transactions that you have processed.

  Our team reviewed all the Remitly profiles that you have created on July 16, 2023, as part of our verification and security procedures. This step is to keep our service secure and comply with applicable laws and regulations relating to know-your-customer requirements. We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements.

  Following an additional review of your account on July 18, 2023, we regret to inform you that based on the result of our investigation we will keep all your Remitly profiles deactivated. We have also confirmed that your completed transactions were delivered to your recipients as outlined within your instructions. In addition, all your canceled transactions with payments captured were refunded. While the rest of the canceled transactions failed due to insufficient funds, hence, no refund is due.
  

  We are a regulated financial services company and must comply with banking regulations. We are very committed to providing customer friendly service while making sure that we also adhere to government mandated policies and procedures. We regret that these security procedures cause an inconvenience on your end. You may visit our User Agreement for more details.
  

  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:07/06/2023

  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.

  Yesterday May 5, I sent $1,50000 to my elder mother through this money service.I gave them my mother's bank information and everything apparently went well.I received a confirmation from the company that the money was delivered, but my mother did not receive a *****.Now we are in a worse condition, my mother does not have her money, nor do I send it to her.The following is a copy of the confirmation email I received from them which includes dates, times, and the reference number for the transaction Remitly Inc.Recipient: Ma. ************************************ Transfer No.: 673 051 064 08 DELIVERED MEX$25,285.00 Dear *****,We have confirmed funds were deposited to your recipient's Citibanamex account. Your transaction is complete and we hope to see you again.Thanks for using Remitly Send again ARRIVAL TIME Jul 05, 2023 5:34 PM PDT (Jul 05, 2023 7:34 PM CDT)

  

  Business Response

  Date: 07/12/2023

  *******************
  ****************************************, 
  *********, ** 89014
  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 July 6, 2023. Thank you for bringing your recent experience to our attention.  
  
  We have reviewed your account and found a transfer in the amount of $1500.00 that was submitted on July 5, 2023, with reference number *********** which was showing completed in our system.
  
  Upon receipt of your complaint that funds were not received by the intended recipient, our team reached out to our partner bank to investigate the status of the transfer. 
  
  One of our Escalations Associate reached out to you to verify the transfer, to which you confirmed that the funds had not been received by your recipient. 
  
  Based on the result of our investigation, our partner bank encountered an error which shows the transfer as completed while still in progress. We apologize for the inconvenience this has caused you and your recipient.
  
  Your transfer has been canceled at your request. The refund has been processed and will be posted to your account  within **** banking days.  We have also provided you with a $20 discount and two (2) free transactions which will be applied on your next transfer.
  
  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. Customer
  Service can be reached 24 hours a day, seven days a week at **************.
  
  
  Thank you,
  
  Remitly, Inc. 
  
  

  Customer Answer

  Date: 07/27/2023

  The company contacted me 2 times and they refund the money because they couldn't send the money to my relatives.

  Even though it was not fast they resolved the issue and refund my money.

  Thank you very much for all your help, I love having you on my side every time I receive an unjustified bad service.

• Initial Complaint

  Date:07/05/2023

  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.

  On 7/5/23 at about 2pm est., I noticed a charge for 500 dollars and two coming to a total of almost **** dollars for a company called Remitly. We have never used the merchant Remitly. We called our bank and we called Remitly. We blocked the debit card with 5/3 and Remitly said they could not refund the money because our card has been blocked.

  

  Business Response

  Date: 07/12/2023

  *************************************
  **********************************************************************
  Daytime Phone: **************
  E-mail: ******************
  
  Re: BBB #********
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 05,2023. Thank you for bringing your recent experience to our attention. In your complaint, you outlined your concern regarding an unauthorized charge on your account from **********************. You also mentioned that you do not have a Remitly account.
  
  Please be assured that our Fraud team conducted a thorough review on the reported account. We also put proper restrictions to make sure that no other fraudulent activities will be permitted.
  
  On the other hand, to protect the integrity of our internal processes and liabilities, we are unable to provide you with the specific details aside from the results of our investigation. We strongly suggest that you coordinate directly with your bank.
  
  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:07/04/2023

  Type:Delivery 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.

  R32655702207 The above referenced transfer was initiated to a digital wallet provider, *****, in ********. Upon reaching them, they advised that they only offer remittances via *** and PayPal. What is the process to obtain a refund? The sir ******** support asked that you call them. Their phone number is ****************. If your system advises that its been delivered and the receiving financial institution is advising the opposite, what is your company policy, in that scenario?

  

  Business Response

  Date: 07/22/2023

  *************************
  PO Box ***** *****, ** **********
  Daytime Phone: **************
  Email: ***********************

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

  Dear ****, 

  Greetings from Remitly. We are writing to the complaint you filed with the Better Business Bureau on July 04,2023. Thank you for bringing your recent experience to our attention.
  

  In the complaint, you indicated that you were advised by ***** that they only offer remittances from *** and PayPal. You also mentioned that you wanted to obtain a refund. 
  

  We reviewed your Remitly profile and found the submission of a transaction with reference number R32655702207 on June 30,2023 with the amount of  $371.35. The transaction was immediately forwarded to our partner bank for processing without an issue. Please note that Nequi is one of our Partners which is licensed to do business in ********. 

  We take many factors into account when we calculate our delivery promise, but unexpected issues can come up that can cause delays, including identity verification, recipient information errors, or network outages.
  
  When you reported the matter, our team reached out to you through email and you confirmed that funds were successfully deposited into your account. Furthermore, we have refunded the transaction fee of $3.99 and 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 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:07/03/2023

  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.

  Subject: Request for Immediate Refund - Confirmation Number: *********** Dear Remitly Customer Service,I am writing to express my dissatisfaction with a recent transaction conducted through your platform. I believe there has been an error in beneficiary selection, and I am seeking an immediate refund of the funds transferred.On June 30, 2023, I initiated a transfer through Remitly with the intention of sending funds to a specific beneficiary. However, the system changed the beneficiary to ***** ***************************, despite me selecting a different recipient during the transaction process.Immediately upon receiving the confirmation number, ***********, I contacted Remitly to report the error and requested an immediate cancellation. According to the Money Transfer Policies in *****************, Remitly has ***** minutes to put a transfer on hold for review of AML/BSA alerts. Despite contacting Remitly within that cancellation timeframe, my request was denied, and the funds were transferred to the unintended beneficiary.I have made multiple attempts to contact Remitly since then, but my efforts have been unsuccessful. If Remitly does not refund my funds within 10 days from this notice, I will have no choice but to pursue legal action. I will also contact the ********** of ********************************* in accordance with Section **** of the ********** Financial Code.I kindly request that Remitly immediately refunds the full amount of the transfer to my account. I followed the necessary steps to rectify the situation in a timely manner and requested a refund before the funds left *****************. Failure to comply with this request will force me to escalate the issue further.I hope for a prompt resolution to this matter. I trust that Remitly values its customers and aims to provide excellent service. I eagerly await your response.Thank you for your attention to this matter.

  

  Business Response

  Date: 07/08/2023

  ***********************
  ***************************************************************
  Daytime Phone: ************
  E-mail: ***********************
  
  Re: BBB Complaint# ********
  
  
  Dear ***********************,
  
  Greetings from Remitly,
  
  After careful review of your transfer with reference *********** for ***** ***************************, I regret to inform you that we are unable to process the reversal of funds for the following reasons as stated in the Terms and Conditions of our User Agreement:

  
  Article 5 Section 6 - We process transactions based on the information provided to us. It is the sender's responsibility to make sure that transaction details are accurate.
  Given that there may have been an issue/error in the "beneficiary selection" page and that you have selected the correct recipient and per your claim, the system automatically updated the selected recipient to the unintended one during the transaction process. While this may be true, know that prior to the submission of the transaction, there is a confirmation page where sender/customer are given some time to review the details of the transaction. The sender/customer will then have an option to either:
  Cancel and go back to previous screens to update the details of the recipient in case there is an error or mismatch. Or,
  Proceed and submitted the transaction for processing after confirming the accuracy of information. - By submitting the transaction for processing, we assume that the sender/customer has read and reviewed and confirmed the accuracy of the submitted information (details of the transaction).
   
  Article 7 Section 2 - You can cancel your transaction at any time prior to its completion (completion means that your recipient claimed the money you sent either through cash pick-up, home delivery, or bank account deposit). Upon receipt of a cancellation request, we may confirm with our Service Providers to determine whether the transaction has been completed prior to initiating a refund. The Transaction Amount will not be refunded after completion. If, however, you are not satisfied with our service for any reason we will always refund the fee amount. All refunds will be credited to the same Payment Instrument used to pay for the Transaction. 
  At the time of receipt of your cancellation request, the funds, along with the details of the transfer were already forwarded to our processing  partner in Mexico for payment to the indicated recipient. This is why cancellation of any transfer at this stage is not guaranteed - as the funds may already have been processed and credited back-end but the actual status on our record is not yet updated as our processing partner has not updated the status from their end.
  Your intent to cancel the transaction was communicated and requested to our processing partner; however, they have responded that the funds were already released to the recipient. Thus, cancellation for reversal is no longer an option.

   

  We understand the inconvenience and the frustration this has caused. You may instead communicate with the recipient, ***** *************************** to arrange a debit authorization form with Santander for the recovery of funds. Upon fulfillment of the debit authorization form, ********* will retrieve the funds from *****' bank account and reverse the funds back to our processor in Mexico. Only after we have received the reversal from our processor in Mexico can we process and initiate a refund.

  
  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.

• Initial Complaint

  Date:06/30/2023

  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 tried transfering money using this service. The money never reached its final destination. I had to pay vendor a late fee, suffer reputational damage and pay out of pocket because this service never submitted the payment it collected from me. Here is my reference number: R78661384920 Upon calling MULTIPLE times I was told someone would call me back. No one ever did. I want this business to not only pay me back when they owe but also pay back 100 dollars in late fees I was responsible for. I AM BEYOND frustrated with this company. I have never had such a hard time getting my money back WHICH THEY TOOK FROM ME TO SEND TO SOMEONE ELSE AND I HAD TO PAY A FEE FOR THEM TO DO IT. I need my money back ASAP and I don't wish to call this business ever again.

  

  Business Response

  Date: 07/07/2023

  *********************************
  2018 *************
  ********, ** 77469
  Daytime Phone: **************
  E-mail: **********************
  
  Re: You have a new message from the BBB #********
  
  Dear, *********************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 02, 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 not received.
  
  As discussed, we found out that your transaction with reference ID ************ amounting to $657.55 was reflected as completed on our system. This means the funds were deposited to your beneficiary account as per your instruction. 
  
  Per your request we call your beneficiary unfortunately, the number cannot be reached.
  
  As we received your concern, we diligently worked with the partner bank to trace the funds. We received confirmation from our partner bank that the transaction was deposited on your beneficiary account and the transaction amount will no longer be canceled.
  
  To give you an insight, this is what happened when we initiate a recall request:
  
  Once a recall request has been sent to the beneficiary bank, the branch will then request for debit or credit authorization from the owner of the account where the funds were sent.
  
  In order to claim the funds of your recipient, the owner of the account under *** THE FASHION STUDIO will need to go to the bank and request to fill out the credit authorization form. This is the process of the receiver bank to release the funds and to deposit on his/her account. Without the said authorization, the branch will not be able to credit the account. Turn around time will be in 3-5 banking days or may take longer as it will depend on how soon the branch will get the authorization from the registered account holder.
  
  On the other hand if you would like to return the money back to your account you will need to advise your beneficiary to fill out the debit authorization form his/her bank to reverse back the funds to Remitly. Once we receive the reversal of the funds from your beneficiary bank, we will be having the option to cancel the transaction. In this case your bank will process the refund which normally takes 10 business days for the credit to reflect on your account. 
  
  Hope this clarifies your concern. 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,
  
  Remitly, Inc.