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:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complaint is being filed in an attempt to get Remitly to comply with an email I sent them two weeks ago to remove my account and any/all information associated with my account from their servers. When I try and log in to the account I still receive information that I need to contact them due to a security concern. I do not trust Remitly or any of their related services to have any information from me. They are not a reputable business in any sense. When I call them they are still able to verify my birthdate, Phone number, and street address. Clearly my information remains on their servers and they have not followed through with my request.I have called this company and verified all information they needed to verify my identity according to their security procedures. This was done on Feb 6th, 2023 at approximately 11:30 AM CST. The agent informed me the account was suspended. Again, I asked for the account to be closed and all of my personal data removed from their servers. I had previously written an email to Remitly witht he same request. They replied to my email stating in their response, I needed to call them. I have done this twice on Feb 6th 2023. The first agent refused to connect me with a supervisor and then disconnected my call with him. I called back and the agent I spoke with was unable to verify my information would be removed. They would not give me their name. When asked for their name they disconnected the call.This company is VERY suspicious! I have spoken with friends of mine that have had the same problems I have experienced.

  

  Business Response

  Date: 02/13/2023

  *******************
  PO Box 383
  *******, ** 75454
  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 6, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined security concerns relating to deletion of your account and personal information from our service. 
  
  We reviewed your account and found the submission of a transfer in the amount of  $320.00 with reference number R13293731418 on January 18, 2023.  As part of our verification and security procedures, our Customer Protection team reviewed your account. This step is to keep our service secure and comply with applicable US laws and regulations relating to know-your-customer requirements. We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements.
  
  Our team requested a copy of your government issued identification but did not receive the requested documentation. You also confirmed that the date of birth registered on file is what you used for online transactions.  Based on our teams assessment, your transfer was declined and your account was deactivated.
  
  Per your request, we have closed your account with Remitly to prevent further activity from being performed. While we have closed your account, we cannot delete your personal information as it is being processed by us: to comply with our legal obligations and/or for the establishment, exercise or defense of legal claims (including, but not limited to, to protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity).
  
  Please note that as a regulated financial institution we are required to comply with laws such as those related to anti-money laundering. These require us to keep records of all of our customers. We also need to keep details of our customers information if we ever need to defend a claim against us.
  
  Even though we are unable to delete your personal information, please be assured that we take the privacy of your personal information very seriously. Additional details on how we process your personal information and keep it secure are included in 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:02/04/2023

  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 sent A LOT in individual transactions via Remitly so I never imagined there being a problem. Often I send my friend money just for basic things. I sent her about 20 bucks and there was an alert. I called and they began asking invasive questions like "where did you meet her? How long did you meet? How do you communicate with her?" and alluded to the idea that the money was in exchange for sexual services . I actually laughed and made a joke because it was unbelievable. They told me they were closing my account. I appealed and the decision did not change. I really don't care about Remitly but I really didn't like the conversation and I didn't like my account being closed for no reason. This has never happened to me before but it's ok. What's sad is that I was helping someone that couldn't get my help immediately as a result of Remitly accusing our friendship as being something that it's not. If this experience teaches people anything it is not to be truthful because if you are they may use it as a way to ban your account. I don't want anything because I know a company like this doesn't value their customers and just based on their responses to others they never think they've done anything wrong.

  

  Business Response

  Date: 02/13/2023

  *****************************
  5101 ******************
  ************, ** 46241
  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 4, 2023. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that you sent $20 to your recipient when you received an alert from Remitly and contacted customer support over the phone. You were asked questions in connection with your relationship with your recipient that you found very invasive. After the review, our associate informed you that your account will be closed. You also mentioned that you filed an appeal to reopen your profile, however, the decision remained the same.
  
  Upon investigating your concern, you made two (2) separate transactions on December 8, 2022 to different recipients with the amount of $10 each. While the first transaction got completed, the second one was sidelined for review by our Customer Protection team. You called the customer service hotline and was transferred to one of our associates. After answering the security questions, you were advised that your transfer will be declined and your Remitly account will be closed.
  
  On December 9, 2022, you contacted again to request the re-opening of your account. An email stating that your profile will be kept closed was sent to your registered email address as our final response.
  
  Please be guided that our Customer Protection team reviewed your profile as part of our verification and security procedures. This step is to keep our service secure and to comply with applicable laws and regulations. Although we understand how frustrating this has been for you, like other financial institutions and money transmitters, we need to deploy rigorous procedures in order to meet security and compliance requirements.
  
  On February 13, 2023, a member from our Escalations team contacted you over the phone to discuss your concern. Based on our thorough assessment, your profile was reinstated after we have verified the needed details on your account.
  
  Moreover, you were made aware of and agreed that (1) your future transactions will be sidelined for review, (2) you will submit additional documentation or verify further information about your succeeding transactions when needed, and (3) Remitly will not be held liable for any issues that you encounter with your recipients who you will meet online.
  
  As a token of our appreciation for your continued business with us, we have added a $10 discount on your Remitly profile that you may use on your next transaction. The said discount can be viewed in the Rewards dashboard when you open your account using the app or website.
  
  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:02/02/2023

  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.

  I want this company to closed any account with my name and info in there files am victim of identity theft I file police report I never authorized money to be sent with this company access to my bank accounts compromised and a lot of money wired I want this company closed any profile with my name in there company I never authorized this transactions

  

  Business Response

  Date: 02/09/2023

  *****************************
  1020 *********
  ***********, ** 33168
  Daytime Phone: **************
  E-mail: *************************
  
  Re: BBB Complaint 18969252
  
  Dear *****************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on February 2, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined your concern relating to you being a victim of an identity theft, and also mentioned that your information be deleted and want a refund.  
  
  When we received your complaint, a member of our Escalation team reached out to you, however, the calls were redirected to voicemail. 
  
  On February 8, 2023, our Privacy team closed your account based on our Privacy Policy Right to Delete: You have the right to delete personal information that we have collected from you. Note that there are some reasons we will not be able to fully address your request, such as if we need to complete a transaction for you, to detect and protect against fraudulent and illegal activity, to exercise our rights, for our internal purposes, or to comply with a legal obligation. 
  

  Our team, together with our Fraud and Dispute team conducted a second look at your account. After our in-depth discussion and based on the result of our investigation, we confirmed that there was no unusual activity in your account. We regret to inform you that we will not be able to issue a refund. 
  

  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: 02/09/2023

   
  Complaint: 18969252
  
  I am rejecting this response because: I submitted it police report I never authorized any profile or money to be taken from my account I demand immediate refund to my account as you allowed fraudulent transactions in your company 
  
  *******************************************************

• Initial Complaint

  Date:02/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Remitly closed my account after all information was verified correctly.

  

  Business Response

  Date: 02/11/2023

  *********************
  2255 *********** Apt. 6
  *****, ** 33167
  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 1, 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 you verified the additional information we have asked from you.
  
  On February 1, 2023, you reached out to our **************** team via phone after finding out that your Remitly profile was inaccessible. A member from our Customer Protection team advised that your account was deactivated under the terms of our User Agreement.
  
  On February 10, 2023, our Escalations team connected with the concerned department to take a second look at your account. Based on the result of our investigation, we will keep our decision and not reinstate your Remitly profile. In line with this decision, we will not be able to provide specific information other than the result of our investigation.
  
  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: 02/11/2023

   
  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:01/30/2023

  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.

  I am a customer with **********************. I make money transfer with them. On Friday January 27 I received a call from an agent of remitly trying to verify two recent transactions, I explained to the remitly representative that I didn't make any transactions on this day (1/27/2023)And she said shevis going to give me a credit for unknown transactions.I contect the banks that I use with remitly and I found out that two of my bank accounts with chase and my *********** credit card where hacked. The chase account hacked with ****** and *********** 2506.80.My bank chase confirmed that I had a pending tr section, as well .y credit card

  

  Business Response

  Date: 02/09/2023

  ***********************
  334 ********* Apt 2B
  Brooklyn, ** 11212
  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 January 30, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern relating to unauthorized transactions that were processed on January 27, 2023 using your Remitly profile.
  
  On January 27, 2023, you contacted us via phone to report that there were several transactions made without your knowledge and you requested a refund.
  
  Our Escalations team reviewed your profile and we were able to identify the transactions you have reported as unauthorized. Reference number R54302155308 amounting to $588.00, reference number R27447205792 amounting to $800.00, reference number R90410344094 amounting to $898.00, and reference number R49207073323 amounting to $688.00.
  
  The following day, January 28, 2023, you contacted customer support again for a follow up where one of our ******************* associates advised that you file a dispute with your bank.
  
  On February 1, 2023, we received the dispute case that you filed from ************ The transactions that were charge under the said bank; R54302155308 ($588.00), R27447205792 ($800.00), R90410344094 ($898.00), were already settled on February 7, 2023.
  
  On the other hand, we have not received any dispute for the transaction reference number R49207073323 ($688.00) from your other bank. A member of our Escalations team already made a manual update on the status of your transfer and canceled it on February 7, 2023 for refund. You should see the credit  in your other bank account within 10 business days.
  
  To prevent further unauthorized transactions on your account, we have decided to permanently close your Remitly profile for security reasons.
  
  We appreciate the time you have taken to address this matter with us.
  
  Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising 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 money $3000 through Remitly on January 15th, 2023, to my sister ******** No. R92 309 076 865 I received an email stating funds will be available for your recipient by January 20th.Mo0ney did not get there by January 20th. I received an email stating " We have confirmed funds were deposited to your recipient's standard chartered Bank account. My recipient checked her account and money was not in the account.She called and sent an email to her bank to check the status of the funds.She was told by her bank no money was deposited to her account.I called Remitly they told me the account number was wrong and they don't know where the money is. The recipient ********** name and the last 4 of the account number is correct which I provided to ********************** when I transferred the money. I had to make a payment which was due on 01.21.23 which now I am late, and might will lose my land which I was buying. Remitly has no answer to me and saying they don't know where the money went. They want me to relax and wait for a phone call in seven days.to me this is very frustrating that they sent me a confirmation email stating funds were deposited to the account.I want my money back ASAP so i can send and make my payment. I am requesting my own money back from Remitly. There are several bad reviews about Remitly which i did not check before since ****** was referred to me by a friend. I will appreciate your help to get me my money $3000 back from Remitly.

  

  Business Response

  Date: 02/02/2023

  *******************
  8805 ******************
  *********, ** 89131
  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 January 24, 2023. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that you processed a transfer on January 15, 2023, amounting to $3,000.00 with the reference number R92309076865.  As cited, you received an email notification from Remitly confirming the availability of funds in the beneficiary's account on January 20, 2023. However, the funds never reached the recipient. You also outlined in the complaint that the beneficiary reached out to the bank and confirmed that no money was deposited by Remitly. Hence, you are requesting a refund as settlement.
  
  Our Escalations team investigated your concerns and found that the transfer in question amounting to $2,999.00 was completed. A communication was sent to our partner bank in ******** for transaction status verification. On January 24, 2023, we initially received an email from our partner bank advising that funds were disbursed to the beneficiary account on January 23, 2023 at 10:37:35, ******** time, with the Registered Identification **************************************************** January 25, 2023, we made a follow through request to our partner bank to re-confirm the status of the transfer in connection to your complaint. On the same day, our partner bank updated the transfer status as the funds were returned to Remitly. You were also prompted by our system about the progress and contacted our customer support through phone. With our **************** Associate on the line, you requested for the transfer to be resubmitted to the same recipient details. The transfer got completed within a few minutes generating a new reference number R27878613689.
  
  A member of our Escalations team connected with you on January 29, 2023, in which you confirmed that the funds were successfully received by your recipient.
  
  We have issued a $100 discount plus a free transaction in your Remitly profile that you can use on your next transfer with us.
  
  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: 02/02/2023

   
  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,
  
  Farhat Mir

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/21/2023, Remitly took $499 out of my checking account. I did not approve this, nor do I even have a Remitly account! They allowed their system to be hacked and refuse to acknowledge my concern or allow refund. Their customer service team was horrible and were unable to assist me. They even refused to give any details about the theft to "protect" the identity of the thieves!!!

  

  Business Response

  Date: 01/31/2023

  ***********************
  494 PO Box
  ********, ** 50142
  Daytime Phone: **************
  E-mail: ***************************
  

  Re: BBB Complaint 18883132
  
  

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 24, 2022. Thank you for bringing your recent experience to our attention.
  
  When you reported the matter, our team immediately reached out to our Fraud and Dispute team for an investigation. Following an additional review of your account, and based on the result of our investigation, the charges are unauthorized.
  
  On January 25, 2023, A member of our Escalation team connected with you to discuss the refund details. You may reach out to your bank to confirm the status of your refund and provide this number to easily track your refund Acquirer Reference Number (ARN): 82711163026000006735041.
  
  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:01/19/2023

  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.

  On January 7, 2023 I transferred $100.00 via Remitly to ************************************* ******, ***********. The method of transfer used was mobile money which was supposed to be instantaneous. For days the money got stuck in Remitlys partner bank- ********** for review. Remitlys phone does not work so I resorted to chatting. Everyday I chatted to get an update of the status of my money. I only get one answer: the money is already in the partner bank and your recipient should get it in 24 hours. But until today nothing is happening. Its been 12 days and my recipient is still waiting.

  

  Business Response

  Date: 01/23/2023

  *****************************
  3171 **********
  *********, ** 94533
  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 January 19,2023. Thank you for bringing your recent experience to our attention.
  

  In your complaint, you have outlined concern relating to the delay in completing your transfer. You also mentioned that you had repeatedly contacted Remitly Customer Support but had not gotten any resolution.
  

  We reviewed your account and found the submission of a transfer in the amount of $100.00 with reference number R73749325268 on January 7, 2023. The transfer was immediately forwarded to our partner for processing, and  was declined on January 9, 2023, with no specific reason provided.

  Between January 10 to January 18, 2023, our Escalations team worked with our partner bank to complete the transfer.

  On January 18, 2023, at 9:36 AM Pacific Time, you requested to cancel the transaction due to the delay. Our Escalations team reached out to our partner bank and requested for the bank to reject the transaction. Upon confirmation that the funds were returned to Remitly, our team canceled the transfer on  January 19, 2023, and the refund was immediately triggered. You should see the credit in your account within 10 business days from the 19th of January.

  A member of our Escalations team reached out to you on January 20, 2023, and it was found that the intended recipient does not have an active GrabPay mobile wallet and you intended to send money to the recipients GCash mobile wallet but selected GrabPay in error.  

  We appreciate the time you have taken to address this matter with us and as a gesture of appreciation, we issued a $50 discount to your Remitly account that you can use on your next transfer.

  Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at
  **************.
  
  

  Thank you,

  Remitly, Inc.
  
  

  
  

  Customer Answer

  Date: 01/27/2023

   
  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:01/15/2023

  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 used to transmit money through Remitly early in 2022 from ******* to ***** and ************. However, they began to question my source of income, which I readily provided, including my bank statements and Paypal statements. Yet, the request for proof of income became so persistent that it became an annoyance. I sent them all their requested requests on more than **** occasions and I was promised that I will never receive that request again only to be worried with the same request the next day!! Interestingly, they blocked me from using their service when I ignored their last request after providing them with all that they needed and their assurance that it won't happen again. I have no problem if they stop me from using their service (because it was not the best anyway), but they also reported me to other money transfer services such that I am unable to use other money transfer services again to send money to my mum at home. This is a very unfair and irresponsible action from Remitly and I am filing a complaint against this predatory practice of worrying customers persistently to provide information about their source of income; after they do so, you persistently continue asking for the same information and later block them from your service and also erroneously report them to other transfer services when the fault is yours and not his.Complaint Actions 1. I am asking for Remitly to conduct a thorough investigation into what happened to see that I did provide them with all that they requested and that they were wrong to suspend my account. 2. I want them to reverse that irresponsible report about me to other money transfer services that make it impossible for me to transfer money to my parents at home. 3. I want them to absolve me of any wrongdoing in this case and admit their fault for blocking me after cooperating with them and giving them what they requested for.

  

  Business Response

  Date: 01/23/2023

  ***************** *******
  100 *********** Apt 102
  ************, ** 08691
  Daytime Phone: **************
  E-mail: ******************
  
  Re: BBB Complaint 18817197

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 6, 2023.  Thank you for bringing your recent experience to our attention.

  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

  On April 26, 2022, you processed a transaction with a reference number R97717796541 going to ***************** ******* and amounting to $50.00. You were requested by our Customer Protection Team to submit your April 2022 **** statement. However, you request to cancel it due to you being unable to provide the documents required.  

  On May 3, 2022, when you processed another transaction with reference number R25434611410 going to ***************** ******* and amounting to $100.00. You submitted your April **** statement, however, our Customer Protection Team requested additional supporting documents which is your Paypal statement. A screenshot of the additional documents was submitted, and your transaction was approved. However, when our Customer Protection Team  reviewed your documents, they requested a valid *********** statement. After 12 business days, your account was deactivated due to non-compliance.  

  A member of our Escalation team contacted you and provided you information with the required documentation format. Upon receipt, we have forwarded it to our Customer Protection Team for review. Following an additional review of your account, and based on the result of our investigation we have reinstated your Remitly account. 

  Remitly takes your privacy very seriously. If youd like more information on how we collect, use, share, and secure your personal information, please review our Privacy Policy.

  As a gesture of goodwill, we have issued a $50 discount to your Remitly profile that you can use 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.
  

  
  

  Customer Answer

  Date: 01/23/2023

   
  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:01/15/2023

  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 tried to make a transfer to my girlfriend I knew online to prepay some cost for visiting her. They think it was suspicious and canceled the transfer. However, they also suspended my account. It said my activities violated their user agreement. It may be understandable that they canceled my transfer, but why did they suspend my account when I did nothing wrong? I tried to call their customer service to ask them which term in the agreement I violated. They couldn't answer and asked me to file a case with the portal. However, even if I filed the case, they never really got back to me with a meaningful answer.

  

  Business Response

  Date: 01/20/2023

  *******************
  975 ************
  ********, ** 06410
  Daytime Phone: ***********
  E-mail: **********************
  
  Re: BBB Complaint: 18815387

  Dear *******************,
  
  Greetings from Remitly.
  
  We are writing in response to the complaint you filed with the Better Business Bureau on January 15, 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 $500 with reference number R63229926287 on January 12, 2023, at 12:10 PM- Pacific time. Your transfer was held for verification and our system requested personal information as part of our manual review process. 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. Additionally, because your transaction was not processed, any hold placed on funds by your financial institution 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.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18815387
  
  I am rejecting this response because:

  I did absolutely nothing wrong in my activities. They failed to give any good reason for suspending my account.

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