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Business Profile

Money Transfers

Remitly

Complaints

Customer Complaints Summary

  • 455 total complaints in the last 3 years.
  • 197 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2023

    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.
    Remitly is a company that sends money internationally, *** used them the first time and had no issues sending money, I sent money 6/23/2023 at 4:47 am to ***** ***** for a family member, and I called them 4 times to see what taking so long for them to send the money at this point I need my funds returned

    Business Response

    Date: 07/02/2023

    ***********************
    ************************************************
    Daytime Phone: **************
    Email: ***********************
    Re: BBB #********

    Dear ***********************,  

    Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 23,2023. Thank you for bringing your recent experience to our attention.
    In the complaint, you indicated that the transfer with reference number  455RT193200529 was not delivered within the provided delivery promise. 

    We reviewed your account and found the submission of a transfer with reference number 455RT193200529 in the amount of $50  submitted on June 23, 2023, 12:32 AM Pacific time with a delivery date of June 23, 2023, at 12:47 AM Pacific time. 

    The transaction was immediately forwarded to our partner bank for processing. 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.

    While we are waiting for our partner to confirm the status of the transaction, you requested cancellation. Our Customer Support immediately reached out to our partner bank to obtain the final status and request for cancellation, but was not guaranteed because the funds were already being processed by MTN Mobile Money.  On June 24, 2023, MTN Mobile Money confirmed that the funds were deposited into the 
    *********************** Adjaklos  MTN Mobile Money account,  hence cancellation is no longer an option. We immediately notified you of the updated status via email. 

    Furthermore, we have added a $20.00 discount into your Remitly profile as a token of our appreciation to you for your patience while we 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:06/23/2023

    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.
    I sent ***** through Remitly on 6/6/23 to ********** a girl I'm supporting by paying her college tuition. I sent her a notice the same evening that she should be able to obtain the ***** on 6/7. I didn't find out until 6/17 that she had been unable to get the *****. I tried calling but had to wait too long that day. On 6/18 I chatted with customer service in the morning and they told me the concerns were sent to management & would take up to 3 days to address. In the afternoon I tried calling requesting to speed up the process of resolving the issues but was told they couldn't do that. I even spoke with management & still no help. ********* called on 6/19 & was told they didn't recognize her phone #. I had to send Angelique ***** through another organization to be sure she received it in time to continue her college education with success. I filed a complaint online today & was told at the end I'd receive confirmation that they received complaint but still didn't get that. Reference # for ***** transfer- R98 333 894 483.

    Business Response

    Date: 07/01/2023

    ***************************
    2146 **************
    ************, ** 17202
    Daytime Phone: **************
    E-mail: *****************************

    Re: BBB Complaint 20230211

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

    Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 23, 2023. Thank you for bringing your recent experience to our attention.  

    We have reviewed your account and found a transfer in the amount of $152.00 that was submitted on June 6, 2023, with reference number R98333894483. On June 13, 2023, our partner MTN Mobile Money confirmed that the funds were released to the intended beneficiary. 

    When we received your report that the funds were not received by the intended recipient, our **************** reached out to our partner to investigate the status of the transfer. Our partner confirmed that the remittance was successfully settled and paid to the beneficiary, with Payer transaction id: **********.

    Our Escalations team also reached out to you to confirm the transfer, to which you replied that the funds had not been received by your recipient. As a one time courtesy, your transfer was canceled as you have requested. As agreed, refund will be within **** banking days.

    After reviewing your Remitly profile, it is with regret that we are deactivating your use of our service. It is necessary that our customers are using our service in the most legal and responsible way.

    That guarantees that we continue to offer our customers a reliable, affordable and secure way to send money. To manage risks and protect our customers, transfers undergo a standard review process. That is why, Remitly and its banking partners follow the prescribed government-mandated verification requirements. This includes validating customers' personal information.

    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: 07/03/2023

     
    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.

    I'm attaching documents to show that ********* did receive her money from the bank but not through Remitly. I had sent money through another company called WorldRemit as she had to have the money by June 20 or she would not have been able to continue her college education. 


    Sincerely,

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

  • Initial Complaint

    Date:06/23/2023

    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.
    Ref# R89298287839 amount $314.00. I made a transf to a family member account back on 06/12/23. I paid the express fee so the amount would be available the same day. The recipient never received the money I sent. I contacted remitly about 7x in the past 2 weeks, I provided them with a copy of the recipient bank statement showing that no money was ever received on their account. I verified the bank account with ******************** multiple times. Everytime I call them they tell me the same thing that someone will call me back and no one calls me back. No one gives me a status, its been 2 weeks I provided everything possible for them to give me my money back and I havent heard back from them. I feel like they stole my money. Please help me get my money back. Thank you

    Business Response

    Date: 07/02/2023

    ***********************
    *************************************************************** 33076
    Daytime Phone: **************
    E-mail: *****************************

    RE: BBB #********

    Dear ***********************, 

    Greetings from Remitly.

    We are writing in response to the complaint you have submitted to the BBB. We are sorry you have to go through this.

    After careful review regarding your transaction (R89298287839), we have decided to issue a refund of $318.99 to your account ending in **** [debit]. You may expect your money back within **** banking days from today.

    In addition, we have decided to add another $50 discount which will apply to 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.


  • Initial Complaint

    Date:06/22/2023

    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.
    Told I needed to apply to tier 2 to send money. I sent over my social security, driver license, and bank statement. Then I was blocked without warning.

    Business Response

    Date: 06/28/2023

    *********************
    ***************************
    **********, ** 27407
    Daytime Phone: **************
    E-mail: ******************

    Re: BBB Complaint 20220681

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

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

    In your complaint, you outlined concerns regarding the security of your information and  the suspension of your access to your Remitly profile.

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

    While we appreciate you sending us your information and supporting documents, following an additional review of your account, we regret to inform you that based on the result of our investigation we cannot reinstate your Remitly account.

    In addition, Remitly takes your privacy very seriously. The information you provided us will be used in accordance with our Privacy Policy. If youd like more information on how we collect, use, share, and secure your personal information, please review 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 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:06/21/2023

    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.
    Suspended my account and then told me we will be opening the account and then said for security reasons we have closed the account without providing any facts or telling what happened with the account.

    Business Response

    Date: 06/30/2023

    *******************
    *************************
    ************, ** 11951
    Daytime Phone: **************
    E-mail: **********************

    Re: BBB Complaint 20215892

    Dear *******************, 

    Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on June 21, 2023. Thank you for bringing your recent experience to our attention. 

    In the complaint, you outlined concerns relating to the deactivation of your Remitly profile. You also mentioned that you wanted to receive an explanation. 

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

    Following an additional review of your account, we regret to inform you that based on the result of our investigation we cannot reinstate your Remitly account.

    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:06/18/2023

    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 paid Remitly to send $500 U.S. dollar To a recipient over seas The money never arrived I called then ,chat with them ,many times they keeps telling , this and that and make me waiting And do not fix my situation I want my money back

    Business Response

    Date: 06/27/2023

    *****************************
    ***********************************************************************
    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 June 19, 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 regarding your transaction with reference ID: ************ to your own account in ****** amounting to $500.00. We are in the process of communicating with the Bank to retrieve the funds back.

    As one of our valued customers here in Remitly, per your request we resubmit your transaction to your recipient under *********************. Based on our record, the transaction status is now completed with its new reference number R66750285306. 

    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,

    Remitly, Inc.

    Customer Answer

    Date: 06/27/2023

     
    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:06/13/2023

    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.
    Remitly has blocked my transfer for payment to online instructors in *******. Every few days, it demands new documents. I provide the documents, and it demands more information. It is holding my money hostage and refusing to return it. At this point, they have a lot of my personal information and I am worried I will be a victim of identity theft at the hands of such an unreliable company. They refuse to issue a return of the transfer and send my money back.

    Business Response

    Date: 06/22/2023

    *** **** 
    *******************************; 
    **********, ** 20895 
    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 June 14, 2023. Thank you for bringing your recent experience to our attention.

    In your complaint, you outlined concern regarding your Remitly profile and your money transfer being blocked. You also mentioned that Remitly refused to return your money and you were  worried about the security of your personal information.

    We have reviewed your Remitly profile and found two  canceled transfers with reference number ************ and ************, amounting to $140.00 each. The refunds were successfully processed on our end, and the refund should reflect to your account in **** banking days.

    A  member of our escalation team tried to connect with you through the phone number listed in your profile but the call is going straight to voicemail

    In addition, your security is very important to Remitly, and we use a variety of security measures to make sure that your information is secure. We use advanced technology and predictive tools to detect unusual account activity before it becomes a problem. Well always let you know anytime your account information is updated. We do this to make sure you see an update was made and to confirm that you were the person who made the change. 

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

    Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.

    Thank you, 
    Remitly, Inc

  • Initial Complaint

    Date:06/11/2023

    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.
    06/08/2022 Transfer Id *************** Amount $220 I used this app to send money over to a cousin in ****** I was recieved an email that my account was cancelled to do violating a policy I contacted the customer service via chat and was told I used another debit card that was not under my name, which is not true. The card I used is under my name. They emailed me saying there unable to open up my account

    Business Response

    Date: 06/20/2023

    *****************************
    *********************************************************;
    **********, ** 53228
    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 June 12, 2023. Thank you for bringing your recent experience to our attention.

    We reviewed your account and found the submission of a transfer in the amount of $300.00 with reference number- R91697251911 on June 8, 2023, at 1:14PM - Pacific time. Your transfer was declined as part of our compliance procedures. We understand how this could have been frustrating for you, but like any other financial services we need to deploy rigorous procedures in order to meet security and compliance requirements. Based on our teams assessment, your transfer was declined and your account was deactivated.

    Following an additional review of your account, we regret to inform you that based on the result of our investigation we cannot reinstate your Remitly account. We have tried to call you to no avail. We have also sent you an email informing you of our decision.  Additionally, because your transaction was not processed, any hold placed on funds by your financial institutions should have been released already.

    As mentioned above, we are a regulated financial services company and must comply with banking regulations. Therefore, we are expected to mitigate the risk of relevant financial fraud as well as prohibit activities that *** dismiss our license. 

    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:06/05/2023

    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.
    R87287664288 I made a payment around $295 and once I sent them the payment, and I havent received anything back the past few days and the next thing I know that they went completely silent, I am a so furious that I sent them that much and they havent sent anything back in return so Im requesting this refund to get my money back

    Business Response

    Date: 06/08/2023

    ******************************
    ******************************
    ***********, ** 91792
    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 June 2, 2023. Thank you for bringing this matter to our attention. 

    In your complaint, you indicated that you have sent a payment to the beneficiary but did not receive the item you paid for. In addition, you also mentioned that the recipient no longer communicates with you to have this addressed.

    After our careful review of your account, we can confirm that your Remitly transfer with reference number R87287664288, submitted on May 30, 2023 has completed and deposited to your receivers account almost immediately.

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

    Our Escalations team tried to contact you several times to discuss your concern further, but it went straight to voicemail.

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

    To address the complaint you raised, we put proper restrictions on the receiver to avoid any more incidents of this kind. We have also deleted this receiver from your contact list for your safety.

    Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.

    Thank you,

    Remitly, Inc.

  • Initial Complaint

    Date:05/31/2023

    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 submitted a transfer of funds ($185 + $2.99 in fees) to an account in ************ Africa on March 31, 2023. The recipient never received the funds. I traveled to the recipients house at the end of April and while I was there, I went to the bank with him and got a copy of his bank statement showing that the funds were not deposited into his account as ********************** stated that the funds were deposited. Prior to going to the country, I had a chat with Remitly customer service who stated that in order to resolve the issue, I needed to get a statement. Once I sent that to them, I never heard back. I chatted again and they assured me they would resolve this. They didn't respond so I called them on May 25th at 11:07am and a customer service agent told me the funds would be refunded to me within 3 days. I have not received a refund. This has been going on for many months now and it doesn't look like they are willing to return my money. I just want a refund. They basically stole my money. I've attached the Remitly transfer information, the bank statement of the recipient that shows he didn't receive the funds (which I sent Remitly over a month ago), and 2 online chat transcripts.

    Business Response

    Date: 06/07/2023

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

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

    Dear ***********************, 

    Greetings from Remitly. We are writing to the complaint you filed with the Better Business Bureau on May 31, 2023. 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 R430345423380 on March 31,2023 with the amount of  $185. The transfer was immediately forwarded to our partner bank for processing. 

    On  April 16,2023 our partner bank notified ** that the funds were successfully deposited into the recipients account. 

    On April 14, 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. Our partner bank confirmed that the money was successfully deposited into ***************************** ************************************* *************** account ending in 3500.

    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 June 3, 2023. You can expect your funds to reflect in your bank account in **** banking days. Furthermore, we have added a $20 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.

    Customer Answer

    Date: 06/07/2023

     
    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,

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

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