Complaints

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

• Initial Complaint

  Date:05/13/2023

  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 am amending my prior complaint with this message to the company since in the user agreement, Im allowed to ask for a refund as a resident of the ******************* I am requesting a refund as a **************** resident at *************************************************************** under the terms of your agreement on your website since the funds were not delivered on transfer and you have no proof it was# R20587292306 within the 10 days I am allows by your governing contract. I have requested a refund to the Better Business Bureau as well so if you choose to ignore this email in case has been logged with them with the date that I requested a refund before the money was sent. **********. As a Sender located in the *******************, you are entitled to a refund of all moneys received for transmittal within ten days of receipt of a written request for refund unless any of the following occurs Please refund the money back to the ******** Airlines debit card that you were provided immediately. A letter was sent to Remitly, Inc., attn: ***************** ********************************************************************************Please provide the refund per your agreement. Many Thanks,***********************************

  

  Business Response

  Date: 05/23/2023

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

  Your concern is in progress and is being worked on by our team. We would like to ask for additional time as we are still conducting an extensive review to issue the best resolution to your concern. 

  Please be assured that we are committed to provide a resolution as soon as possible. 

  Thank you for your patience while we work through this. 
  
  Our company, Remitly, Inc., is continuously looking for ways to improve our service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.

  Thank you,

  Remitly, Inc.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20055109
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************************

   

  your policy states that if you did not send the money thats refundable to **************** resident within 10 days and I notified you within 10 days and you didnt send the money so you need to get my money back to my account. I dont care if it comes from your holding account or elsewhere, but you set my money, smart, you lost my money you need to return it immediately or I will have to take other measures to get the money back  

  

  Business Response

  Date: 06/05/2023

  ***********************************
  ***************************************
  *******, ** 98203
  Daytime Phone: ***************
  Email: **********************

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

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

  Greetings from Remitly. We are writing in response to the email complaint you filed with the
  Better Business Bureau on May 13, 2023. Thank you for bringing your recent experience to our
  attention.

  In your complaint, you have outlined that the funds youve sent to your beneficiary amounting to
  $826.39 with reference number R20587292306, were not received. The transfer was initiated on
  May 7, 2023, for the purpose of securing an apartment in ********.

  We have further investigated the matter and based on our records, when the transfer was
  initiated on May 7, it was not immediately processed at our partner banks end. According to our
  partner bank, they received the transfer on May 7 as well, however, it was a non-banking day
  and they advised ** that it will be processed on the next banking day.

  Eventually, the status of the transfer was updated and got completed. On our end, a completed
  transfer means that the money was successfully received by your beneficiary. Since you have
  reported otherwise, we have reached out to our partner bank in ******** and confirmed the
  status of the transfer from their end.

  Our partner bank has confirmed that the funds were successfully deposited into your
  beneficiarys bank account. We tried to request for a reversal of funds from our partner bank,
  however, this request was denied.

  To resolve the complaint you have raised, Remitly returned the funds to you, today, June 2,
  2023, and you can expect the funds to reflect in your bank account in **** banking days.

  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: 06/06/2023

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

  however, the beneficiary never received the money because I have viewed their bank accounts and they did not get the money. 
  

  Youre here by to close my account with your company and erase any of my banking data and if I ever have any withdrawal with you again or any problems, they will be addressed immediately and swiftly and not like this because this took forever your customer service is terrible and it took this long and for me to have to send you a threatening legal letter, basically in order to get the money back

   

  Your company list of people I dont really wanna hear any ish that you have about it you constantly have complaints about losing money abroad and they never received it. I saw the statements so I know that your company is disorganized and youre robbing ***** to pay **** and everything but I dont want anything to do with Unique further Im not leaving any good reviews. Im not gonna bother with the bad reviews, but do not touch my information ever ever again and delete my account with you. 

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

• Initial Complaint

  Date:05/11/2023

  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.

  On Nov 12th I have sent money to ***** 3900$ using remitly and after 24hrs still amount has not been received in ***** account I reaached out customer care and they said they gonna look in to this On 31st Jan I got email from Remitly they please correct the details as you have entered wrong IFSC code Which I did and still no money has been received Its been 6 months and all the agents are telling me that they escalated and no reply from them I have attached the screenshot of ************* statement and remitly convers I need remitly director to respond and take over the case and do something asap

  

  Business Response

  Date: 05/20/2023

  Hello Nagarjuna,
  
  Greetings from Remitly.
  
  We are writing in response to the complaint case that you have filed with the Better Business Burea (BBB) Great West + Pacific on May 15, ****. Thank you for bringing the matter to our attention.
  
  Please note that your Remitly account/profile is registered with Remitly ******, a separate licensed entity that is registered in ******. As such, please direct your complaints to the Better Business Bureau (BBB) ******.
  
  Below are the contact details as follows:
  BBB of Mainland ****************
  500-*******************************************************************************
  
  Telephone: **************
  Email: **********************************************
  Website: www.bbb.org/local-bbb/bbb-serving-western-*******
  
  Thank you and best regards,
  
  Remitly, Inc.

• Initial Complaint

  Date:05/10/2023

  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.

  The company Remitly advertises that for every qualified referral that you send, to use their platform you will receive a $25 dollar credit plus your referral will also receive a $25 dollar credit.On April 18, 2023, I sent a referral by the name of ***********************, the email with an invitation was sent to *********************** by me, and the referral signed up and sent 200 dollars qualifying her to receive a credit of $25 dollars to which we both did not receive such credit.When I contacted Remitly about their broken platform or linkage or disconnect between what they advertise and what is promised they apologized and said they could not do anything. After pressing for more answers they decided to give me a credit for one free Remitly transfer of money which I did not receive. Nevertheless, this is not what is advertised.My referral email is ***************************** .....There is definitely a disconnect between what they advertise online and what is promised.

  

  Business Response

  Date: 05/19/2023

  *************************
  3528-A ********
  *********, ** 28208
  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 May 10, 2023. Thank you for bringing your recent experience to our attention.

  In your recent complaint, you have outlined that you and your referee didnt receive the referral credit amounting to $25 each in your respective Remitly profiles.

  We have thoroughly reviewed this on our end, and based on our records, we were able to confirm that your referee indeed sign up an account with **, however, ***************************** didnt sign up using your referral link.

  She directly signed up through our website, www.remitly.com, and that is the reason why both of you didnt receive the referral credits after she completed her initial transfer with us. Your referee redeemed the free transaction instead and this was applied on her completed transfer.

  We understand that there was some confusion with our referral program and to resolve the matter, we have manually added the $25 referral credits in both of your Remitly profiles which can be used on your next transfer with **.

  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: 05/19/2023

   
  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:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used remitly to send money to *******. Some were picked up but $500 is still left hanging since February. I've asked them so many times to send my money back to me but I keep getting different stories from remitly every time I call. I'm disabled and make nothing can you please help me get my money back from remitly?

  

  Business Response

  Date: 05/18/2023

  *********************
  1809 *******
  ***********, ** 32303
  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 May 10,2023.
  
  In your complaint, you outlined a concern related to the  completed transaction  that you sent to your beneficiarys  account in *******, however, the funds were not claimed successfully and you are requesting for a refund.
  
  We reviewed your account and found that on February 09, 2023 you have sent money to your recipient, ***************************************. The transaction was processed by our partner bank and the funds were delivered to the intended recipient as outlined within your instructions. 
  
  One of our ********** associates reached out to you and discussed over the phone about your complaint for transaction reference number ************ 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 at  Remitly  we have  canceled your transaction per your request as a one-time courtesy and  your refund will reflect in  your bank account within 10 banking days. Please contact ** right away if the refund is not received within the provided time frame.
  
  For your guidance, if you send **** dollars to an account that was opened using Naira currency, your recipient's bank will automatically create a new account and the bank will require your recipient to visit the branch to complete the dollar account requirement. To avoid this from happening again, it is important for you to make sure that your recipient is in ******* in order to claim the funds.
  
  We 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 **************.
  
  Remitly, Inc
  
  

• Initial Complaint

  Date:05/01/2023

  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 robbed my account if over $3,000.00 in the past 3 days, left me with 10 dollars, my rent is due, I'm hungry, elderly and sick. My family is elderly and unwell and I take care of them. They took $2,000.00 and was supposed to deposit it on the Bank of ******** and did not not do it, leaving my rent unpaid. They kept the money, and have returned nothing. This is grand felony theft. I demand their ACCREDITATION be removed immediately, and the matter turned over to police and the ************************ for prosecution. I will be homeless in days. We are hungry. Refind all fees, money immediately. Now, immediately.

  Customer Answer

  Date: 05/06/2023

  Remitly took thousands if dollars of my money, without my permission, and did not send the transfer, they kept the 2K and said they would return it, they did not. I have reported them to the ************************* which assigned me a case no. 2023-11## and now I'm asking for police Intervention. If my money is not in my account by early next week, I'm filing Police charges of felony crime in *******, grand theft. Remove their Accrediting now. This is going to end with their license pulled. Get this straight. I will sue.

  Customer Answer

  Date: 05/08/2023

  Dear BBB This is an entirely New complaint which had by no means been addressed, please do your job. Rdmitly had robbed me if $3,000.00 in late April, early May. I paid them to send $3,000.00 to the Bank of ********, but they did NOT DO THAT, THEU KEPT THE ENTIRE $3,000.00 AND ***** RETURNED ONE CENT TO MY ACCOUNT. I have Notified the ATTORNEY GENERAL'S OFFICE AND THEY HABE ACCEPYED MY COMPLAINT AS criminal, grand theft and assigned me a case number. I have demand the removal of their business license, contacted my corporate lawyer. Things ate in motion. Rdmitly accepts no responsibility in the lllegitmite grand theft of my $3,000.00 and refuses to return it having stolen every cent, and acted as if its every day business, with impunity. Return all my money, charges, fees and get the frak out of my life. I refuse to send evidence of bank statements that prove you robbed me, get off your a** and sort it and return my income. ******************************

  

  Business Response

  Date: 05/29/2023

  ***************************
  3827 ***********************
  **********, ** 27265
  Daytime Phone: **************
  E-mail: ***************************

  Re: BBB Complaint Case 20005555

  Dear ***************************, 

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated May 2, 2023, May 12, 2023, and May 23, 2023. Thank you for bringing your recent experience to our attention. 

  In your complaint, you outlined concerns advising that you were robbed and that the money meant to be sent to your recipient in ******** was never sent. You also stated that it was a total of over $3000. We truly understand how frustrating and concerning this must be for you, and we will make sure that this matter is resolved today. 

  A member of our Escalations team investigated your concern and found no evidence of your claim or about the said charges that totaled the amount of $3000. We reached out to you via email with an attachment showing the list of your transactions including the fees. 

  To further investigate, we have also requested your official bank statement. On April 14, 2023, you sent the screenshots of your bank statement from February to March 2023 and mentioned "I would never under any circumstances paying a whopping $913.00 to make a $100.00 transfer nor was that extraordinarily large charge self-evidenced when making that transfer." Upon receiving the bank statement, a member of the Escalations team conducted a thorough investigation and found that the $913.00 on March 2 and March 4 is a deposit from SSA Treas under the Deposits and other additions section, which is credit to your account, not a charge. The associate stated that the charge of $1,333.99 on March 31, 2023 is for the transaction with reference number R421225472827 for ********************** while the charge of $1,403.99 on April 3, 2023 is from the transaction R923591465841 for *********************. The charges on your bank statement match the transfers reflected in your Remitly account and were appropriately charged. 

  In conclusion, we have found no evidence of any error or discrepancy in our transactions. 

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

  Remitly, Inc.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20005555
  
  I am rejecting this response because: You are a dam liar  drop fraking dead.   You never sent my money to the Bank of ******** and so, I've reported the matter to Banking regulators, you've done a great job of twisting everything to your advantage, but you never sent my money, never returned my fees, charges and I've reported you to the FTC  and Attorney General and much more.  Your troubles are just beginning.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Remitly, a money transfer company based out of ******* **.On March 21 i sent $10 to *************** in *******, ********. It was deposited within minutes no problem. However, 10min later when i sent a larger amount for $450 (+$2.99 service fee) it was never deposited.Several calls and emails have been ignored. They state they will contact me within 24hrs but Ive never hear from them again.On April 18 i flew to ******* and personally visited *************** and they stated that the $10 deposit was sent by a 3rd party: ********************* 75/78-79 31st Floor *************, Sukhumvit **************************** ******* ***** Phone # *********** This transaction does clearly shows on the receivers bank account coming from ************* not from Remitly.Sender: ***************************** from ********** **. *** Receiver: ************************ from *******, ********.Transaction Date: March 21, 2023 for $450 + $2.99 fee = Total Charged $452.99 Transaction Reference:#R19 934 436 786

  

  Business Response

  Date: 05/01/2023

  *****************************
  *******************************************************************************;
  Daytime Phone: ***************
  Email: ********************
  
  Date: May 1, 2023
  
  Dear *****************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on April 23, 2023. Thank you for bringing your recent experience to our attention.

  In your complaint, you have outlined that you initially processed a $10 transfer with reference number R199344367865 last March 21, 2023, which you confirmed was successfully deposited into your beneficiarys bank account. You have mentioned that the funds were processed by a third party under the name of Sawasdee shop (based on the attached file youve sent).
  
  This will be further looked into, and to help us with the investigation, we would like to request for a copy of your beneficiarys bank statement for March 2023.
  
  On the other hand, you also mentioned your concern related to a $450 transaction with a $2.99 service fee that was not received by your beneficiary. We would like to get this matter resolved, however, there is already an on-going case for this specific transfer since you filed a dispute with your bank, and we will be coordinating this internally with them.
  
  As a token of our appreciation to you for your patience and kind understanding while we are working on this matter, I have added a free transaction in your Remitly profile.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  

  
  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19966195
  
  I am rejecting this response because:

  Remitly refuses to accept responsibility for non payment of my $450 money transfer. Im still waiting for my money 

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

• Initial Complaint

  Date:04/06/2023

  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.

  Dear BBB I have been defrauded of approx. $2,200.00 by Remitly for a service that costs about 5 dollars. I am demanding the return of my money, an apology, and the immediate removal of their Accreditation should they have one. ***************************

  

  Business Response

  Date: 04/16/2023

  ***************************
  ********************************************************************************
  Daytime Phone: **************
  E-mail: ***************************
  
  Re: BBB Complaint (BBB #********)
  
  Dear ***************************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on April  6, 2023. Thank you for bringing your recent experience to our attention. 
  
  Based on your complaint, we charged you approximately $2,200 and we only returned the 200 GBP on your account. Based on the attached screenshot, Remitly charged you of ******** from your  transaction R421225472827 amounting to ********. Thank you for letting us know about the matter and we are sorry that you have to deal with this. 
  
  On April 10, 2023, a  member of the Escalations team investigated the concern and found no evidence of your claim nor any agreement with Remitly about the said charges. We reached out to you via email with an attachment showing the list of your transactions including the fees. To further our investigation, we have also requested your official bank statement. 
  On April 14, 2023, you sent the screenshots of your bank statement from February to March 2023 and mentioned "I would never under any circumstances pay a whopping $913.00 to make a $100.00 transfer nor was that extraordinarily large charge self-evidenced when making that transfer"

  Upon receiving the bank statement, a  member of the Escalations team conducted a thorough investigation and found that the $913.00 on March 2 and March 4 is a deposit from SSA Treas under the Deposits and other additions section. The associate stated that  the charge of  $1,333.99 on March 31, 2023 is for the transaction with reference number R421225472827 for ********* Investments, while the charge of $1,403.99 on April 3, 2023 is from the transaction R923591465841 for *********************. The same goes with the charges on his statement - all of those are accurately reflected in our system and were appropriately charged. As a conclusion, We have found no evidence of any error or discrepancy in our transactions.
  Thank you for raising this matter to our attention and allowing us to address it. 
  
  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: 04/29/2023

  I have been robbed of my entire ssn of 913 dollars and today, without my having even used the service, they robbed my account of nearly $200.00 without my knowledge or consent. I demand that their Accreditation be removed i demand my money return, all 913 dollars, which I was never aware of till I discovered the theft through my bank statement and I would never pay such an outrageous fee for a single bank transfer.

• Initial Complaint

  Date:04/04/2023

  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 am writing regarding Transfer Number: R33 832 434 950. The transfer has not been delivered to the Beneficiary as their Jazzcash account does not allow excessive amount in their Jazzcash account. The beneficiary contacted Jazzcash who said any excessive amount is automatically reversed, but yet I have not received a refund. This matter has been escalated on 20 March 2023, but I have not heard anything nor is the issue resolved. I am getting very anxious and depressed due to the lack of communication, as I have still not received my refund - this has been escalated many times but this has still not been resolved.I would like to request an update on the status of my refund. I would also like to request that you escalate this matter to a manager or supervisor. I am very frustrated with the lack of communication and the fact that this issue has not been resolved.

  Customer Answer

  Date: 04/05/2023

  Dear Sir/*****,

   

  I am contacting you in regards to Complaint *********** that was filed on 04/04/2023

   

  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,

   

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

• Initial Complaint

  Date:03/29/2023

  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.

  So my friend ******************* sent money to my Santa **** account in *********.Remitly sent notification that money were delivered to my account but money never arrived and never were refunded to any account.More than two months no answer and no more.My friend accused me to have that money.I already sent official statement from my bank,all of them just open cases and kinda make investigation but money is nowhere.

  

  Business Response

  Date: 04/03/2023

  ***********************
  ******,********** Los cocos d13
  **********, NA ***** DOM
  Daytime Phone: **************
  E-mail: **********************
  
  Re: BBB Complaint 19868405
  
  Dear ***********************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 29, 2023. Thank you for bringing your recent experience to our attention.
  

  In your complaint, you outlined your concern relating to the money that was sent to you but you never received. You also mentioned that you want a refund. 
  
  As a security measure and to protect our customers personal information, we only provide transaction information, updates, and queries to our customers. 
  
  Being the recipient of the transfer, we highly suggest you coordinate with your sender on the status of the transaction. 
  
  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: 04/04/2023

   

  Good morning,

  Thank you so much for such a quick resolution and solution of   the problem. It's simply amazing.One more time I am happy to know you are there to help.I got a refund within 24 hours and email from them.

  Thank you one more time.Very appreciate your help

  Sincerely,

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

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: March 7, 2022 Transfer # R43 951 660 789 After numerous calls and online chats with Remitly customer service, I received no help. My husband in ******* never received the Transfer but Remitly sent me messages saying the money was deposited to my husband's USD account. I was with my husband in ******* and I know that money never showed up. I fear my money was stolen and Remitly has lied and not returned. It only returned the **** transfer fee to my bank account. I want my money back or the hold lifted so my husband, *********************************** Normans, can get the money I sent to help pay our lodging cost while I was with him in *******. I just returned from ******* today and still, no sign of my money.

  Customer Answer

  Date: 03/30/2023

  My Case # ******** / Remitly
  

   

  I received a response phone calls from Remitly, and the company corrected the issues and sent the money to my recipient.  Thank you for your assistance!

   

   

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