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:03/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction on 3/09/2023 with Remitly sending my loan payment to my account in the ******************. This is a transaction that was SUPPOSED to occur the same day and it did not. Remitly asked for a form, then asked for my bank statement, then asked for a pay stub...all these were sent to them. When the transaction still was not made by the 15th I asked for a cancellation of the transaction and return of my money so that I could send it through another company. Today is the 27th of March and my transaction has neither been cancelled nor has my money been refunded to me. This is ********************************************** less than 6 hours. Every single time I call its the same answer that they are waiting on the answer from their "partner" in the ******************.

  

  Business Response

  Date: 04/06/2023

  ***********************
  ***********************************************************************
  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 March 27, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you have outlined that there was a delay in the posting of funds on the remittance youve sent previously. Just like Remitly, our delivery providers have a responsibility to review and confirm that every transfer complies with applicable regulations. 
  
  We work closely with our partners and delivery providers to make sure the review process is completed as quickly as possible. However, review timelines vary based on the partner and the specific details related to your transaction.

  Upon receipt of your formal complaint, we found out that your transfer was not immediately processed at our partner banks end in the ******************. In adherence to the Global AML Policy, Cooperativa San **** prioritizes customer safety and security in every transaction made through their platform. Since your bank statement showed an insufficient amount than what you had tried to send, Cooperativa San **** asked for your additional document so that they can validate the transaction. Once your transaction is in compliance with their AML policy, your transfer will be processed promptly and posted into your beneficiary's bank account. It may cause delays, but this process ensures a secure and transparent financial system for all parties involved.
  
  Several documentations have been asked from you, which you successfully comply with. Based on our records, the transfer you have made with reference number R11414502599, amounting to ********* DOP, is now canceled and refunded based on your request. 
  
  We are hoping that this experience will not deter you from further using the service. As a token of our appreciation for your continued patronage, we have added a $50 account credit in your Remitly profile. I know that this isnt too much, but we wish that it could help you in some ways.
  
  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:03/18/2023

  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 have never heard of this company before at all and starting at 6 am Eastern standard time this company tried to take ******* from my personal banking account, and when i reached out to them they were of no help

  

  Business Response

  Date: 03/27/2023

  *********************
  ********************************************** 19040
  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 March 19, 2023. Thank you for bringing your recent experience to our attention.

   

  In your complaint, you mentioned that you never heard of Remitly yet there was an attempt to charge your account. Our team was unable to identify the transaction using the information you have indicated in the complaints form. To further our investigation, one of our Escalations team reached out to you on March 23, 2023.

   

  Unfortunately, we were unable to obtain enough information as the call got disconnected. An attempt to reconnect was made but was unanswered. Thus we sent you an email requesting for additional information that will lead us to the Remitly profile where your card has been suspected to have been used - we did not receive a response from you on this to date.

   

  On the 25th, we are unable to get you on the line and an email advising you that the investigation is pending as we are still not in receipt of the requested details from you. In another email from the same date, we have informed you how vital the requested information is in our investigation. We also have provided you with an option along with the steps we plan on taking in addressing the matter. Again, there is no response from you on this email.  In our effort to properly address the issue and come up with a better resolution, another follow-up email was forwarded to you on the 26th.

   

  As we are not receiving your full cooperation, if you have been actually charged through our platform, we strongly suggest that you coordinate directly with your bank and file a dispute. We will wait for your banks dispute notification and will work on the case directly with them.

   

  Our company, Remitly, 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: 03/27/2023

   
  Complaint: 19619612
  
  I am rejecting this response because: I have spoken with someone from the company on Thursday evening gave them my information and was told that I would hear back that evening and never did. I then proceeded to call them sunday night at 10 pm and the customer service agent I spoke with was very rude and when asked to be put on with a supervisor and was treated very poorly by both employees and accused of lying and scamming them. This company is very very sketchy and its employees are very rude.
  
  Sincerely,
  
  Brytan *******

  

  Business Response

  Date: 03/31/2023

  *********************
  ***********************br>*******, ** 19040
  Daytime Phone: **************
  E-mail: ***********************
  
  Re: BBB Complaint #********
  
  Dear *********************,
  
  Hello Brytan,
  
  Greetings from Remitly.
  
  An update from the Better Business Bureau (BBB) states that our response to you declined our response to your complaint.
  
  Please note that we aim to address and resolve the matter directly with you when the complaint was received. Unfortunately, despite multiple phone contacts and email follow-**** were unable to  receive your response on the requested information that we need to properly conduct our investigation.
  
  We're glad that the card details were provided by your mother, *************************, when she us. Using the card information, we are able to locate the Remitly profile where the attempted charges came and trace the transaction records. The profile has already been suspended and the registered owner will no longer be able to use the said profile.
  
  Per review, there were two $406.99 transfers and one $306.99 for a total of $1,120.97. Via our platform, these are the only transfers made using your card. Therefore, the attempted charges to your card by Remitly is not $2300. Please check with your bank to confirm if the remaining attempted charges were from Remitly.
  
  Note that when these transactions were queued for processing, our *************** detected the unusual activity and suspended the Remitly profile. Due to insufficient funds in your account, the payment requests for these three transactions were outright rejected by your bank. Since no funds were taken out of your account and released to Remitly, there would be no refund necessary.
  
  If ***** Fargo confirms successful charges from Remitly, you may either file a dispute and we will deal with the matter directly with ***** Fargo. Or, you may also reply to this email with a copy of your bank statement (showing the charges) attached for us to process a refund. To set proper expectation, note that should a refund be necessary (as attested by your bank statement), refund will be initiated and will go through the normal process and not in a form of a written check that will be hand-delivered to your doorsteps.
  
  Clearly, your card has been compromised. It would be best that you request for a card replacement from your bank and whenever necessary, kindly update any and all of your online credentials, especially those that are associated with your personal banking account.
  
  As you already have disputed the charges with your bank and have reported the matter with the ************** of ************* ****** we will be waiting for the correspondence coming from these institutions and will provide our response upon receipt. This correspondence is being sent directly to BBB in response to the complaint case you have filed with them.
  
  Remitly is a duly registered company that is engaged in money transfer and is operating legally not only in the US but in other countries as well. We worked hard to obtain our licenses in various parts of the world, not to mention the trust of our customers. With our licenses at stake, we will not be engaging in any activity that will tarnish our business nor our reputation as a known and reliable remittance company. Remitly does extend help to any individual (customer or not) who is a victim of fraud, specifically of stolen identity via our platform. With these customers' cooperation and without the need for threatening our organization, we were able to address the matter and have provided a resolution in a timely manner.We take full responsibility for our customers' hard-earned money.
  
  Our company, Remitly, 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:03/11/2023

  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 January 20th, 2023, I made a purchase for a bumbag with a seller. I was advised the item was authentic and would receive a refund back if the bag wasnt authentic. I paid the seller through Remitly $900 and the seller immediately set a response back that the bag would be shipped next day. I finally receive the bag and take it to get its authenticity verified and was told the bag was a fake. I call Remitly to advise about the fraudulent purchase and was told there was nothing they could do about it. Remitly will not refund my monies nor go after the person that is doing fraudulent activity. If I verified the person is doing illegal activities how can they still let them utilize their platform. It says you are protected but your actually arent. I want my monies refunded and the persons account deactivated.

  

  Business Response

  Date: 03/20/2023

  *************************************
  ******************************************************************
  Daytime Phone: ***************
  Email address: ******************
  
  Re: BBB Complaint #********
  
  Dear *************************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 14, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you have outlined that you purchased a bag from a seller in ***** amounting to $900, which the seller claimed to be authentic. Upon receipt of the item, you verified that it was a counterfeit.
  
  Based on our records, this transfer, with reference number R33709330377, was initiated on January 20, 2023 and has been successfully completed. This particular transfer was a confirmed commercial transaction as stated on your complaint and through the conversations youve had with our associates over the phone.
  
  Our User Agreement under Article 5, Section 3 clearly stipulates that You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk.
  
  We tried to reach out to you via email on February 17 and 22, 2023 and to obtain additional details regarding the dispute you have filed with your bank, however, we didn't receive any response from you. Please be advised that we are unable to process your refund request and we will be needing to do a manual collection from you for the amount of the transfer that you have disputed with your bank.
  
  According to the conversation you had with one of our associates on March 15, 2023, you have confirmed that the recipient will return the funds to you and will reach out to us to pay for the unsettled amount in your Remitly profile. Until then, your profile is deactivated.
  
  We look forward to hearing from you soon.
  
  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. Customer

  Service can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  

• Initial Complaint

  Date:03/02/2023

  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.

  3/1/2023: sent money using Express option. Charged me for using this and promised to deliver money within 10 mins. Money didnt arrive. Said system error. I called 2 times to get it canceled and refunded. Was promised that I will get my refund.3/2/2023: transaction status changed to completed. Account was actually never credited. Fraud! Give me back my money.Transfer No.: R99 494 102 586

  

  Business Response

  Date: 03/10/2023

  *********************
  201 *****************
  *******, ** 30329
  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 March 2, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern relating to the delay of your transfer which you eventually requested to be canceled.
  
  On March 1, 2023 you initiated a transfer amounting to $3000 under reference number R9949410258. The transfer did not go through because we encountered an error, that the account number you entered is incorrect. You received a notification that there was an error and you were able to amend the transfer and reprocess. After several hours, you contacted our customer service hotline multiple times, and requested to cancel the transaction since the money was not deposited at the time that you expected it to be delivered. Our customer service associates advised you that the transaction cannot be canceled since the status is still in process.
  
  Please note that we take many factors into account when we calculate our delivery promise, but unexpected issues can come up that *** cause delays, including identity verification, recipient information errors, or network outages.
  
  We connected with our partner bank and they confirmed on March 2, 2023 that the funds were successfully deposited into your recipients bank account in *******.
  
  A member of our Escalations team reached out to you on March 7, 2023 to make sure that your recipient received the money. We have confirmation from you that the funds were received.
  
  We have issued a $30 discount to your Remitly account that you can use on your next transfer.
  
  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: 03/10/2023

   
  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:02/28/2023

  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.

  Date of transaction with Remitly: 2/28/2023 Amount sent through Remitly to my friend: $700 USD Remitly committed to provide me with their services of sending money to loved ones abroad. My friend is a loved one. I had already given EXTREMELY detailed and invasive information to them per THEIR request on a previous transaction on 2/27/2023 and that supervisor ultimately approved that transaction and said he added notes to my account that I would be sending more money to the same loved one, the same friend, ********************* in ****** whom I began a friendship with over our shared love of ***********************. This man is like my brother now. Remitly refused to give me any actual reason for why they cancelled my transaction on 2/28/2023 for $700 to ********************* in ******, Africa, to the point they wouldn't even give me a generalized basis for which they have not only unduly cancelled my transaction but also closed my account permanently and said this decision is from their "Compliance" Team and is "irreversible" yet using such final and strong language wouldn't cite even a generalized reasoning for this action.It's an outrage especially because he and the orphans he cares for are now going to be evicted because this transaction was cancelled. They now will be at the mercy of the streets/local government as to what to do with them when they just needed enough to pay back rent owed and get some food and clothes. This is how Remitly does business?? I'm deeply saddened by Remitly's treatment of me and my loved one, and did not appreciate the hour long interrogation they gave me just to put the 2/27/2023 $500 transaction for food and clothing for a large group of orphaned struggling children through. I had to answer such invasive questions. No one should be treated in such a manner when they are well within the policy of that company. I did no wrong. Recipient: ********************* Transfer No.: 120 601 070 78 Amount: $700 USD on 2/28/2023 from card ending in ****

  

  Business Response

  Date: 03/07/2023

  ***********************
  917 *******
  **********, ** 25701
  Daytime Phone: ***********
  E-mail: **************************
  
  Date: March 7, 2023

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 1, 2023. Thank you for bringing your recent experience to our attention.

  Our team reviewed your transfer 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.

  We regret to inform you that based on the result of our investigation, we were unable to process your transfer with reference number ***********. The payment was voided. In the case of a reversal you won't see a refund credit on your statement. There will be no payment, and no refund. It will 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 will disappear from your pending charges by March 7, 2023.

  Following an additional review of your account, we cannot reinstate your Remitly profile.To comply with these policies and regulations, we will not be able to share specific details aside from the result of our review. You may visit our User Agreement for more details.

  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: 03/07/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:02/26/2023

  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.

  Hi Payment reference number Remitly money exchange company R16736750020 I am not happy about the situation I am in. I transferred **** pounds on 21 Feb 2023 and the mobile application showed payment will go into the account in ******** on 22.02.23 but so far money has not been arrived. The app showing money has been transferred. Whenever I called your customer services they told me that someone will give me a call back and no one call me back. Its not really good. I have checked with my bank ****************** in ******** and they emailed me back that they cannot traced the payment. I would like you to check and transfer my money into ********* bank account as a matter of urgency. I really need this money as someone is in hospital from my family and I have to pay the bills of the hospital. Can someone cal me as well during ** time from 9am till 9pm anytime on my number 00447883913320.Please see the email below from HBL as well.__________________From: ************************* <*********************************>Date: Fri, 24 Feb 2023, 12:40 Subject: RE: Ebanc Roshan Account To: *********************** <*************************>Dear **** ** discussed over the call your payment is not traceable at HBL end Best Regards,************************* Digital Relationship Manager HBL eBanc Roshan Digital ************ Customer Experience =================Regards ***********************

  

  Business Response

  Date: 03/06/2023

  ***********************
  14 *********************************************************************************************************** ***
  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 February 27, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern regarding a transfer which was completed but funds were not received by the recipient. You also mentioned that you were  promised a call back but never received one.
  
  We have reviewed your transfer with reference number R16736750020 in the amount of ******* which was submitted on February 21, 2023, at 3:39 AM Pacific Time. Your transfer was approved on Remitlys end and was immediately forwarded to our partner bank for processing. On February 21, 2023, at 9:30 PM PT we received a notification from our partner bank that the funds were successfully deposited to your recipients ********** (HBL) account ending in 3999. 
  
  On February 22, 2023, you reached out to our Remitly Customer Support reporting non deposit of funds to the recipients account. Our **************** immediately reached out to our partner bank to investigate the status of the funds and raised your concern to our Escalations team. Between February 23- 27, 2023, our Escalations team investigated the transaction and  was in constant communication with our partner bank to investigate the  status of the funds . Our partner bank confirmed that the funds were forwarded to **********. On February 27, 2023, a member of our Escalations team connected with you via phone in which you confirmed that the recipient received the money. Due to the amount of the transfer, the completion may take longer than expected due to the banks process. 
  
  With regards to the promised callback that you did not receive, rest assured that we are working with our team to ensure that this will be addressed. 
  
  We have also issued a 50 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:02/21/2023

  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.

  I am a business owner that works with manufacturers overseas. The manufacturer that I dealt with recommend this company for bank transfers in order to process orders. I sent a deposit of $400 in December of 2022 to the manufacturer through Remitly, and in the end I ran into an issue with the manufacturer which led to me requesting my deposit back. The manufacturer stopped responding to my calls/text so I contacted Remitly to assist me in this matter since theyre a third party affiliate who works with the recipients bank. The employees at Remitly stated they could not assist me and to basically continue trying to reach out to the recipient (who has declined my calls and stopped answering my text).

  

  Business Response

  Date: 02/27/2023

  ******************************************************************************************************** 48111
  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 February 22, 2022. 

  In your complaint, you outlined concern relating to your two completed transfers totaling to $400.00 intended to purchase clothing from a manufacturer in ********. You also requested to receive a t refund because your beneficiary is no longer responding to you  after receiving the payment. 

  We reviewed your account and found that on December 10, 2022 and December 23, 2022, you have sent money  to your recipient ****************************  All transfers were immediately forwarded to our partner bank for processing and were completed. 

  When you reported the matter, our team reached out to our partner bank to recall the money from the recipients account. However, we received confirmation that the transactions were successfully processed and paid. Hence, cancellation is no longer an option. 

  In addition, with your first transaction with reference ID ************ , we received  a dispute from your bank and our team will continually work with your bank to settle the dispute.

  We strongly advise our customers to send money to only people they know as indicated in our user agreement **** Commercial Transactions stating that You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using our Services. You accept that using our Services to pay for goods and services is at your own risk. In particular, as we are not involved in, nor responsible for, nor have any control over any underlying arrangement you may have with any other person associated with your use of our Services, we will not mediate any disputes, nor enforce or execute any arrangement you may have with such persons." 

  While our team is working with your bank to settle the dispute, we have suspended access to your Remitly profile. 

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

  Thank you,
  

  Remitly,Inc

  
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19445270
  
  I am rejecting this response because:
  You stated your partner bank received and processed the funds, but yet I have nothing to show for the money I sent. The manufacturer has not sent me my custom order so at this point he has my funds along with my merchandise so how is that fair when this is a running business that is on social media and has a website. I even have text messages to prove the company has stopped answering my text about where my clothes are and my refund. If you need those please let me know so that I can receive my money back!!
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/16/2023

  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.

  Date of Transaction is Dec 29, 2022.The receiver has not gotten the *** ****** i sent.Refrence number is R401682265294.I made a call to complain three times. Yet nothing has been done. They have asked to get the receiver's bank statement. I have provided it. Your customer care is appalling. They do not follow up on anything. I would like to speak to a Manager. And get refunded. Else, we would meet in court.You can reach me on ************. Or ************************ Regards,Babatunde

  

  Business Response

  Date: 02/23/2023

  Babatunde Banjo
  30 ***********
  ********, ** R2n 3m2 ******
  Daytime Phone: **************
  E-mail: ***********************

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

   

  Dear Babatunde Banjo,

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on February 19, 2023.  Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined your concern relating to your transaction being completed but funds were not received.  You also mentioned that you want a refund. 

  When we received your complaints, a member of our Escalation team reached out to our partner bank and they confirmed that the transaction was rejected. We immediately reached out to you if you wish to resend or cancel the transaction. You have chosen to cancel.

  To compensate for the inconvenience, we have added $20 to your Remitly account which will apply on your next 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.
  
  
  

• Initial Complaint

  Date:02/14/2023

  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 1/4/2023 I purchased clothing from a website but I received a counterfeit Cartier ring. Their website states hassle free postage paid returns but when I contacted them regarding their error they offered me 60% of my purchased price and to keep the ring. When I refused offer they told me I had to pay for shipping to *****. I disputed charge with Passbook by Remitly but they refused to dispute the charge by this fraudulent website

  

  Business Response

  Date: 02/22/2023

  February 22, 2023

  
  Passbook by Remitly
  1111 ******* #****
  *******, **  98101
  
  Better Business Bureau
  Complaint ID # ********
  
  
  To Whom It May ******************** am writing to follow up regarding the complaint submitted to the Better Business Bureau and assigned an ID of ********.
  
  On February 09, 2023, the customer disputed a transaction for a total amount of $61.63. After reviewing the dispute, we confirmed that the merchant was able to offer a refund to the customer. Later, the customer sent evidence that the merchant was only offering a partial refund. Therefore, we proceeded to further investigate the dispute, and on February 15, 2023, we applied a provisional credit for the total amount of the transaction. The customer can expect a final resolution by April 01, 2023.
  
  We thank you and hope this resolves the case.

  
  
  Sincerely,

  
  
  **********************************************
  Compliance Analyst

  
  * Passbook is an app by Remitly that provides access to banking services from Sunrise Banks N.A., Member FDIC.

• Initial Complaint

  Date:02/08/2023

  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.

  My name is ***************************. I am the founder and CEO of a 501(c)(3) nonprofit organization in *****************. We have used Remitly for our remittance services for more than one year. We regularly send funds to our partners in *****, ********, and *******, having done so without any issue up until now. Today February 8, 2023, we received a notification on the Remitly app that our account had been suspended. After contacting customer support, we were again informed that our account had been suspended, and the customer service agent could not provide us with any information as to why our account was suspended. The agent was adamant that an email had been sent to us at ******************** notifying us of our account suspension on February 5th, 2023. We never received any such communication from Remitly regarding this matter. We were instructed to Remitlys help page to see possible reasons for account suspension, and it is clear that we have not violated any of the terms or conditions stated. We are asking for a detailed explanation as to why our account has been suspended as we have been a loyal customer and have not violated any of the terms and conditions provided by Remitly. We kindly ask that our account be reinstated and in good standing order to avoid further inconvenience. Thank you, Sincerely, ***************************

  

  Business Response

  Date: 02/16/2023

  *******************************
  7020 ********* Trl
  Almont, ** 48003
  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 February 8, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern relating to the deactivation of your account after receiving a notification from the Remitly app. You also requested reinstatement of your Remitly profile. 
  
  Our team reviewed your Remitly profile on February 5, 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 February 13, 2023, we regret to inform you that based on the result of our investigation we cannot reinstate your Remitly profile.
  
  As mentioned above, 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.