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:04/30/2025

  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: 3/21/2025 Amount of Money paid to the Business: Not paid, but taken without permission: $2,474.23 total.What the business committed to provide you: A safe, secure 3rd party application to send money outside of the ****Nature of the dispute is: Fraud Whether or not the business has tried to resolve the problem: No, On 03/21/2025, a Remitly customer service agent advised contacting the bank to dispute the fraudulent transaction. After investigation, the bank denied the claim, citing Remitlys confirmation of user authorization. A follow-up call to Remitly on 04/30/2025 resulted in one agent disconnecting the call and another stating nothing could be done. A supervisor reiterated the same response.MORE INFO:Remitly is a 3rd party transfer company that we used to pay for services in ******************. Within the 2-3 years that we used Remitly, no other transfers were done other than DR ******** to the same person). On 3/21/2025, we noticed 2 fraudulent charges on the account that went out to *****. We contacted Remitly and ********** immediately, and reported both transactions. There was no authentication/confirmation code done before the money was sent, which is strange because whenever we used to send money to *** it asked us for verification. We have never sent money to *****, nor know anyone there- yet Remitly says that we made the transaction. Fast forward to 4/30/2025; ***** tells us that the fraud dispute fell through, and that no fraud was done. Remitly has held our account, information, and funds suspended ever since the first fraud report was done, with no solution to the problem. It feels as though Remitly does not want to take responsibility for the mistake in their system, which in turn makes us collateral damage.Attached you will find Emails of the transactions, Chase ********** and our account being suspended.

  

  Business Response

  Date: 05/07/2025

  ****** ******
  ********************************
  Daytime Phone: **************
  Email: ********************************
  
  Date: May 7, 2025
  Re: Complaint Number 23270614
  
  Dear ****** ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 4/30/2025. Thank you for bringing your recent experience to our attention.

  We carefully investigated the transactions submitted on March 21, 2025, and confirmed that both transfers were completed using the same device previously associated with your Remitly account. No signs of unauthorized access or irregular activity were found on the profile.

  We are aware that you disputed these transactions through your bank. Following their investigation, they concluded that the transactions appeared authorized, and as a result, your claim was not upheld. Based on their findings and the outcome of our internal review, we are unable to offer a refund. For any additional information regarding the dispute outcome, we kindly recommend reaching out directly to your bank.

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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: 05/07/2025

   
  Complaint: 23270614
  
  I am rejecting this response because:

  Over the span of 4 years, 9 months, and a day now- we have used Remitly. The only activity that was present on our account within that time frame are 2 names; ******** and *****. We transferred money to ***** a total of 6 times. The other 90~ transfers were done to ********. From this, we know a couple things:

  
  1.We have never sent money to ******

  2. The fraudulent transfers were declined at first with names of people that have never been transferred money from us in the past.

  3. The transfers were reported right away to both Remitly and our Bank.

  4.The only activity in the account was money being transferred to a total of TWO individuals, in which one had the majority of transfers (********).

  Based on this information, Remitly still believes that the money was sent from our account with no actual proof. 
  
  Please see the Email attached to view the transfer activity. It was provided in Email format because Remitly permanently suspended our account and we cannot access these records.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal Remitly customer for over a year and have consistently used your service solely to send money to my family in *********. To my knowledge, I have not violated any of your policies, so I was extremely surprised to find that my account has been closed without prior notice.This morning, as part of my routine transfer every two weeks, I attempted to log into the Remitly app, only to discover that my account had been disabled. Upon contacting your customer service team, I was informed that my account was linked to another account allegedly involved in suspicious activity.I want to clarify that I have never created or used any other Remitly account. This situation raises serious concerns for me regarding the security of my personal information. If my account has been mistakenly associated with another, I request a full explanation of how and why this connection was made.Specifically, I would like:-A clear explanation of the specific policy or policies Remitly believes I have violated.-Detailed information about the other account that was allegedly linked to mine.-Assurance that my personal and financial information has not been compromisedand if it has, I request immediate disclosure and support on how to proceed.-My account access to be reinstated promptly, or an explanation of the steps I need to take for that to happen.I hope this matter can be resolved quickly and professionally. Please treat this request as urgent, as it directly affects my ability to support my family.

  

  Business Response

  Date: 05/03/2025

  ****** **** ********* *****
  MN  55435
  Daytime Phone: **************
  E-mail: ******************************
  
  Date: May 3, 2025
  Re: Complaint Number 23268250
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 04/30/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported that you have been a long-time Remitly customer, and that your account was suddenly closed without prior notice. Upon attempting to make a routine transfer to your family in *********, you discovered that your account had been disabled. After contacting our support team, you were informed that your account was linked to another account allegedly involved in suspicious activity, which you deny any association with. You have requested:
  
  - A clear explanation of any policy violations,
  - Details about the linked account,
  - Assurance their personal/financial information is secure,
  - Account reinstatement or steps to regain access.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  As part of our investigation, we reviewed your suspended Remitly account and attempted to contact you by phone to discuss the matter further, but were unable to reach you. During our review, we also noted that you have since created a duplicate Remitly account, which you are currently using to access our services.
  
  After careful evaluation, we determined that your original Remitly account is eligible for reinstatement. However, since a duplicate account has already been created and is active, we will not be reactivating the suspended profile. We also want to remind you that, in accordance with our User Agreement, each customer is allowed to maintain only one active Remitly account.
  
  If it is determined that a customer is using multiple accounts, ********************** reserves the right to merge or terminate one or more accounts, limit service usage, or suspend account access. Additionally, we want to emphasize that customers are permitted to use only payment methods and profiles that belong to them personally. The use of third-party payment information violates our policies and may lead to further action.
  
  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: 05/07/2025

   
  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:04/29/2025

  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 was a victim of a scam and reported the fraudulent transaction to Remitly. On April 9, a Remitly representative called me and clearly promised I would receive a full refund within 710 business days. I was assured that the case had been reviewed and that the refund process was underway.However, when I followed up (after the waiting period passed), I was told by different agents that the refund was a mistake, and that they could not help. I explained clearly that I had been promised a refund, and that Remitly should have the case and call recording in their system. Despite my multiple follow-ups via phone and chat, I continued to be told that someone will call me back or that the matter is being looked into but no one ever contacted me again. I was misled, ignored, and disrespected.This issue is no longer just about a transaction it is about a company breaking a formal verbal commitment, misleading a customer, and causing serious emotional distress. The amount involved is $2,450 CAD Remitly must be held accountable for the promise made by their representative. This situation has caused me serious emotional distress and financial pressure.I am requesting that Remitly honors the refund they committed to and stops delaying the resolution.

  

  Business Response

  Date: 05/07/2025

  **** Thuy ***
  ON, K4M 1B4 CAN
  **********
  **********************************
  
  May 7, 2025
  Re: Complaint Number 23263278
  
  Dear **** Thuy ***,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated April 29, 2025. Thank you for bringing your recent experience to our attention.
  
  We have carefully reviewed your complaint regarding the refund for two transfers reported as part of a scam. We understand how distressing this experience must have been and have conducted a thorough review of your case history, including call transcripts, transaction records, and previous correspondence.
  
  In your complaint, you stated that a Remitly representative promised you a full refund within 710 business days during a phone call on April 9, 2025. You expressed concern that no further updates were given despite follow-ups, and you felt misled by the conflicting responses from our team.
  
  Upon Investigation, We Found:
  
  -On April 5, 2025, two transactions were sent: one for $450.00 CAD to ***** **, and another for $2,000.00 CAD.
  -That same day, you contacted us to report that these transfers were part of a job commission scam
  -You were advised in multiple interactions that completed transactions are generally not refundable unless recovered from the partner.
  -However, during a call on April 9, 2025, our associate unintentionally confirmed a refund would be processed for both amounts. This miscommunication led to an expectation of a full refund within 10 business days.
  
  Action We Took:
  While our policy generally does not allow refunds for completed transfers, we recognize that a verbal assurance was provided to you during the April 9 call. In good faith and in honor of that commitment, we have initiated a full refund of $2,453.98. The transaction was canceled in our system to trigger the refund process, which is expected to reflect in your account within 10 business days.
  
  Moreover, we applied the necessary restrictions to the recipient and submitted a recovery request to our partner bank in ******* in the hope of retrieving the funds. Additionally, weve escalated internal feedback regarding the communication on the call to help ensure greater clarity and accuracy in future customer interactions.
  
   We strongly encourage sending funds only to individuals you know and trust. Scams involving job offers and commission-based schemes are increasingly sophisticated, and your safety remains our top priority. If you need support or guidance in the future, our team is always here to help.
  
  Again, we sincerely appreciate your patience and the trust you placed in us by raising this issue. We remain committed to your security and satisfaction, and your feedback is helping us improve how we protect our customers. If there's anything more we can do, our **************** team is available 24/7 at **************.
  
  Sincerely,
  
  Remitly, Inc.
  

  Customer Answer

  Date: 05/07/2025

   
  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,
  
  **** Thuy ***

• Initial Complaint

  Date:04/28/2025

  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 canceled a money transfer with Remitly using Apple Pay. The amount was for ******* I have waited 5 days still no refund. Have attempted to call the company and no response. I have never dealth with such a difficult company. My Rent is a due in 2 days and I cant even get a live agent.

  

  Business Response

  Date: 05/06/2025

  ******** *****
    , OK  74014
  Daytime Phone: **************
  E-mail: ********************************
  
  Re: BBB # ********
  
  Dear ******** *****,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated  April 28, 2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you reported that you have not received a refund for your submitted transfer.

  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.

  Our records show that on April 25, 2025, you submitted a transfer under reference number R16449470859 for $1,640.00 (plus a customer fee of $2.99). This transaction was cancelled the same day after we received confirmation from our partner, ***, that the recipients bank had exceeded its receiving limit and could not accept additional funds.

  As the transfer was cancelled, a refund was automatically initiated. The refund should be available on your account within 710 business days, depending on your bank's processing times. To assist with tracking the refund, you may provide your bank with the following Acquirer Reference Number (ARN): 24000775116100011824832.

  To avoid delays, we recommend verifying any limitations or restrictions on your recipients account before initiating a transfer. This helps ensure that your hard-earned money reaches the intended recipient securely and without interruption.

  We have attempted to contact you by phone using the number registered on your Remitly profile, and we have also sent follow-up emails requesting an alternate contact number. As we have not received a response, we are now marking this case as resolved and the concern as closed.

  If you still need assistance or have further questions, please do not hesitate to reach out to us again.

  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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:04/22/2025

  Type:Sales and Advertising 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 paid for an expresspay remittance. After 2x the promised delivery time had surpassed, I contacted customer care to cancel. They assured me it was canceled and I would be credited the funds, so I proceeded to pay vendor in cash. Then they processed the payment anyway and refuse to reimburse the funds. The is the second such instance of the exact same scenario; they are terrible.

  

  Business Response

  Date: 05/01/2025

  ****** ********
  799 Fenwick Loop The Villages
  *******, 32163
  Daytime Phone: **********
  Email: *********************************
  Date: April 30, 2025
  Re: Complaint Number 23234647

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

   Greetings from Remitly. We are writing in response to the complaint you submitted to the ************************************ (****) on April 22, 2025. Thank you for bringing your recent experience to our attention.

   Summary of Your Complaint

   You shared that you selected the Express Pay option for your transfer, expecting it to arrive within the promised timeframe. When it was delayed, you requested a cancellation and were advised that a refund would be issued, prompting you to pay the recipient in cash instead. However, the transfer was later completed, and the refund was not processed as initially expected.

   We acknowledge how frustrating and inconvenient this experience has been for you. Following a thorough review of your case, we have outlined our findings below.

  Transfer Initiation
  On April 10, 2025, at 11:14 AM Pacific Time, you initiated a transfer of $10 USD to Queen ****** *****, a recipient with a ********* account ending in 5118. The transaction was assigned reference number R43485079886. The funds were promptly forwarded to our payout partner in ******* for processing, with an estimated delivery time of 11:48 AM PT on the same day.

  Review of Customer Support Interactions
  April 10, 2025, 1:50 PM Pacific Time: You contacted our customer support team via chat to cancel the transaction. Our associate promptly attempted to cancel it but encountered a technical issue. To address this, your request was escalated to our partner for further action. Despite these efforts, the transaction was inadvertently resubmitted and the funds were ultimately delivered to the recipient.

  April 11, 2025, 1:43 AM Pacific Time: You followed up with us to inquire about the status of your refund. At that time, our team confirmed that the funds had already been delivered, andrecognizing the inconvenienceyou asked us to take further responsibility. A formal reversal request was submitted to our partner bank.

  April 22, 2025, 4:56 AM Pacific Time: You submitted a formal complaint through our webform, restating that your cancellation request had been made before the transaction was finalized.

   April 22, 2025, 5:36 AM Pacific Time: During a subsequent chat, our associate clarified that a reversal had been requested, though reversals of this nature are not always guaranteed. As a gesture of goodwill, we added a $10 credit to your Remitly account.

   April 23, 2025, 12:51 PM Pacific Time: Our Consumer Support Associate provided a detailed summary of the case by email. You responded by expressing concern over the timing of the cancellation and the communication you received. You also requested that Remitly take accountability for the inconvenience caused.

  Action We Took:
  We have  taken the following steps to resolve your concern and show our commitment to service:
  

  Refund Issued: While the funds were successfully delivered, we took proactive measures to initiate a cancellation and issue a refund to help avoid any further inconvenience The refund should reflect in your account within 710 banking days, depending on your financial institutions processing times.

  Goodwill Credit Applied: A $10 credit was added to your Remitly account and will be automatically applied to your next transfer. We hope this serves as a small token of appreciation for your patience and understanding.

  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:04/21/2025

  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.

  My remitly account was hacked during the month of February without my acknowledgement. I later realized when there were almost ***** dollars were missing from my account. I immediately reached out to remitly representative and alerted them I have never sent money to this particular country and why would I send almost ***** dollars to the unknown country that I do have any affiliation with!!I asked them to refund me immediately and initiate the full investigation. I also contacted my ********** for the above mentioned issue. Bank agreed and reversed the credit until so called remitly figure out what occurred. Instead, they lied to my bank and mentioned that there was no fault errors etc, despite bank disagreed because bank usually alerts customers for the large amount withdrawal which I never received to begin with!!!I have contacted remitly over and over and presented them with evidence but they continued to decieve me by pretending that they were investigating. It has been few months. I need full amount of refund of below transactions numbers immediately. They even reversed the partial credit of 1600 dollars! Meanwhile, I have alerted district attorney regarding their fraudulent and unethical behavior. This is my hard earnings money and I will take it to the court if I have to. I need my refund immediately to the bank account ending with 3891. This is email is regarding inquiry for 5 transfers that I have disputed to the bank and your company, the transactions that were made from a fraudulent activity as you reported R76747291481, R36127381620, R49654599743, R77608045981 and R26300043295.

  

  Business Response

  Date: 04/29/2025

  *** *****
  NY 11720
  ***************
  ******************************
  
  Date: April 29, 2025
  Re: Complaint Number 23229977
  
  Dear *** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated April 21, 2025. Thank you for bringing your recent experience to our attention.
  
  We have carefully reviewed your report regarding transactions you indicated were not authorized. As part of our process, we conducted a detailed review of your cases.
  
  In your complaint, you indicated that your Remitly account was hacked in February and that nearly $10,000 was sent without your permission. You reported the issue to both Remitly and your bank, ****** A partial refund of $1,600 was initially provided by the bank but later reversed, which you believe was due to inaccurate information from Remitly. You also shared concerns about delays in the investigation and denied authorizing several specific transactions. Youve reported the matter to the district attorney and are requesting a full refund.
  
  Upon Investigation, We Found:
  The transactions in question were processed using the login credentials, devices, and access patterns previously associated with your account. No unusual activity, errors, or indications of unauthorized access were identified by Remitly during the reported period.
  
  We also noted inconsistencies in your reporting:
  -On February 5, 2025, you contacted us by phone and reported that the funds sent to a recipient in ****** were not received, despite our records confirming that the transfers had been successfully picked up under the intended recipients name.
  -On February 7, 2025, during a separate phone call, you stated that the transfers to ****** were not authorized and suggested that someone may have accessed your phone. You also mentioned that the last transaction you recalled authorizing was to your wife on January 31, 2025.
  
  Both of these phone calls were made using your verified phone number registered to the account. We also cross-referenced the voice on these calls and confirmed that the individual speaking matched prior authenticated interaction.
  
  Additionally, account login history confirms that the same device has been in consistent use, and no signs of unauthorized access or login anomalies were identified during the timeframe of the reported transactions.
  
  These findings, along with the shifting narrative presented in your reports, were taken into account during the investigation.
  
  Action We Took:
  We reviewed your report in full and suspended your profile to prevent further activity. A formal dispute process was also initiated through your bank. Following the joint review, the case was resolved in Remitlys favor.
  
  Recommendations and Next Steps:
  As the investigation and dispute process have concluded, we will not be issuing a refund for the transactions in question. If you wish to challenge the outcome further, we recommend contacting your bank directly for any remaining options on their end. 
  
  Again, we sincerely appreciate your patience and the trust you placed in us by raising this issue. We remain committed to your security and satisfaction, and your feedback is helping us improve how we protect our customers. If there's anything more we can do, our **************** team is available 24/7 at **************.
  
  Sincerely,
  
  Remitly, Inc.
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23229977
  
  I am rejecting this response because I had never complained regarding any transactions in the past. I am a public servant and a loyal to my duties. My phone was diagnosed and found viruses due to black hacking. I shared all of this information to you and the bank.

  Bank agreed and continued to assist me with dispute but they stated that Remitly intentionally denying the facts and deceiving us both since Remitly company is constantly contradiction over and over with words. Initially they agreed to charges and fraudulent and then they changed their minds. 

  Bank also alerted me about notifications regarding higher amounts were not sent prior to withdrawal of the amount. Remitly didn't refund me anything whatsoever and I have a proof for it.

  This is my hard earnings income and I will be reaching out to the news reporter and state regarding this because this is about $10,000.00 income that I lost. Bank is still standing beside me and willing to help but Remitly on the other hand playing tricks. I have recorded conversation and they do as well. 

  We need to come with some sort of  resolution. Remitly have bad reputation with customers and their is a reason for it. If you can't provide me with full refund then provide me at least 75 percent refund!

  It is absolutely absurdly disgusted that your company can play with people lives. 

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/17/2025

  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 am writing to formally file a complaint against Remitly regarding a serious issue involving unauthorized transactions on my account and the companys failure to take appropriate ********* account on the ********************** platform was compromised, and $444.47 was fraudulently sent to a different country. Following this incident, my account was closed. Fortunately, I was able to document all transaction notifications and submit them to Remitly to support my claim and assist in their **************** my great disappointment, Remitly has yet to acknowledge my complaint or provide any updates regarding the status of their investigation. I have not received a single email confirming receipt of my complaint, outlining any steps they are taking to resolve the matter, or offering a timeline for when I can expect a refund.Despite my repeated attempts to follow up with their compliance team, I have not received any meaningful response. Instead, I was advised to contact my bank, which I did. However, Remitly has still refused to initiate a refund, and it has been several weeks without resolution.I am requesting BBBs assistance in addressing this matter and urging Remitly to take responsibility for the unauthorized transaction and provide a full refund of the stolen amount.Thank you for your attention to this matter. I am happy to provide any additional documentation upon request.Sincerely,******* ***** Imalele Your Contact Information: ************************* OR ************ Date of Transaction: March 1st, 2025 Email associated with Remitly account: *************************

  

  Business Response

  Date: 04/22/2025

  Eguagie Imalele
  ****************************************************************************************************************
  Daytime Phone: **************
  E-mail: ************************************
  
  Date: Apr 22, 2025
  Re: Complaint Number 23217960
  
  Dear Eguagie,
  
  We are writing in response to the complaint received from the Better Business Bureau dated 04/17/2025. Thank you for bringing your recent experience to our attention.
  
  In your message, you reported that your Remitly account was compromised, resulting in three  unauthorized transfers totaling $444.47 USD to ******* between February 28, 2025 and March 1, 2025. You also stated that your account was closed by ********************** and that, despite submitting documentation and following up multiple times, Remitly refused to initiate a refund of the $444.47.  Instead you state that Remitly advised you to contact your bank to try to recover the funds. You indicated that contacting your bank did not lead to a resolution or return of the 444.47.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your complaints.
  
  Our records show that your Remitly account was created on October 26, 2022. After that, you completed approximately 42 transactions via the Remitly app to various countries. On February 28, 2025, ******* was added as a receiving country on your profile, along with two new beneficiaries. Later, two transactions on February 28, 2025 and one transaction on March 1, 2025 were successfully completed to these new recipients in *******. In addition to these three transactions, you also submitted another transaction that was placed on hold so we could verify that the transaction did not raise any fraud or regulatory issues. However, after we requested the additional documentation from you regarding this transfer, you canceled the transaction and the requested verification documentation was not submitted.
  
  On March 1, 2025, a fifth transaction was submitted and successfully completed. You submitted two additional transactions on that same, but you canceled them before completion after we requested information to verify that the transactions were not fraudulent. After we requested this information and you canceled the transaction you, not Remitly, also deleted your account.
  
  In total, between February 28th and March 1st, you submitted a total of seven transactions. Three of those, totalling $444.47 were completed successfully. Four transactions were initiated but then canceled after we requested additional information from you. 
  
  Later that same day (March 1, 2025), you contacted our support team to report that your account had been compromised. You stated that you discovered the issue upon waking up. You also confirmed that you had reported the incident to your bank and had received a provisional credit, which was later reversed. Additionally, you stated that you had not shared your credentials with anyone and that you use fingerprint authentication to access your account.
  
  Following a detailed review, we did not detect any suspicious activity or unauthorized access to your account. The transactions in question were submitted from the same device and IP address that had previously been used on the account for the other approximately 39 successfully completed transfers that were not questioned by you. Our records indicate that during our conversation, you confirmed that you had not lost access to your device and that no one else had access to your credentials.
  
  At the time you contacted us, the three successful transactions had already been completed, and it was no longer possible to reverse the funds. Based on these findings and the absence of any system irregularities, we are not upholding your complaint and will not be issuing a refund for the completed transfers.
  
  As of today, we have not received any chargeback request from your bank regarding the disputed transactions. If you submitted a formal dispute, the final resolution remains with your bank. Remitly is unable to issue a refund for these payments, as they were processed in accordance with our standard security protocols.
  
  To help protect you from further unauthorized activity, your Remitly profile remains suspended. Additionally, we have taken preventive steps to ensure that your payment method cannot be used again within our system.
  
  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: 04/23/2025

   
  Complaint: 23217960
  
  I am rejecting this response because:

   

  They are  trying to silence  or cover up the negligence  on their end so they dont  refund me my money stolen on their platform.
  
  Sincerely,
  
  Eguagie Imalele

• Initial Complaint

  Date:04/06/2025

  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 transfer to a bank account abroad and the money was never received. Ive sent them proof and still no resolutio

  

  Business Response

  Date: 04/09/2025

  ***** *********
  ******************************
  Daytime Phone: **************
  Email: ********************************
  
  Date: Apr 9, 2025
  Re: Complaint Number 23167868
  
  Dear ***** *********,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 4/6/2025. Thank you for bringing your recent experience to our attention.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.

  In your complaint, you mentioned that you sent a transfer to a bank account abroad, but the funds were never received, and you requested a refund.

  Our team initiated an investigation with our delivery provider to resolve the issue. As part of this process, we confirmed that the funds for transaction R36932668286 were returned to us by our delivery provider. We also see that you have disputed the charge with your bank. As a result of this chargeback, the payment was reversed to your bank.

  We will accept the chargeback, so no further action is needed on your part with us. At this stage, we recommend allowing your bank to complete the chargeback process and confirm the final outcome.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** 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:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim with *************** to remitly and they said they give me my money 1275$ back because I tried to cancel the transaction and the claim was denied and Im not sure why I need my 1275$ if they have to deduct the 1275 from the other persons account or cancel my ******************** account so be it but I need my 1275 back, they told me *************** had the money and that was a lie

  

  Business Response

  Date: 04/03/2025

  *************************
  *************************************************************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  Date: Apr 3, 2025
  Re: Complaint Number 23154682
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 04/03/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported that you submitted a claim to your bank, ***************, and attempted to cancel a transaction in the amount of $1,275, but the claim was denied. You also mentioned being informed that the funds were still with ***************. You are requesting a refund of the $1,275 and have suggested that Remitly either deduct the funds from the recipients account or close your ********************** account if necessary to resolve the issue.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon investigation, we found you created a Remitly account on January 17, 2025 and completed your first transaction. Our records show that your Remitly account was created on January 17, 2025, and your first transaction was completed that same day. The transaction referenced in your complaintR59629083592was initiated on January 18, 2025.
  
  On February 1, 2025, we received a chargeback related to this transaction. You informed us that you were paying for a service that was ultimately not delivered by the recipient, which led you to file a dispute with your bank.
  
  While we understand the frustration caused by such situations, it's important to clarify that Remitly does not assume responsibility for the quality or delivery of goods or services provided by third-party recipients. As outlined in our User Agreement, once a transfer is successfully completed, we are not able to guarantee refunds.

  Specifically, under Section 9, ***************** Restrictions, subsection 4 (Commercial Transactions), the User Agreement states: We are not responsible for the quality or delivery of goods or services for which you pay a Recipient by using the Service. You accept that using the Service to transfer funds for payments for goods and services is at your own risk.

  Additionally, before confirming a transfer, our app displays the following message: Do you know your recipient? If you send a transfer to a scammer, we might not be able to help and you could lose your money.

  Regarding your concern about the funds being held by ***************, here is some clarification:

  When a chargeback is submitted, the funds are temporarily reversed and typically a provisional credit is issued to the cardholder. Since we provided documentation to support that the transaction was authorized and completed at your discretion, we successfully represented the chargeback. As a result, the funds were returned to Remitly, and no refund will be issued.

  Additionally, after a careful review of your account activity, we identified behavior that violated our User Agreement, which led to the decision to suspend your account. For internal policy reasons, we are unable to disclose further specifics. However, the terms governing the use of our service are fully available in our User Agreement, which can be found on our website.

  We truly appreciate your time and your long-standing relationship with Remitly. Please know that your feedback is valuable and helps us improve the service we provide to all our customers.

  If you have any further questions or need assistance, our **************** team is here for you 24/7 at **************.

  Thank you for choosing Remitly.

  Warm regards,
  
   Remitly, Inc.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23154682
  
  I am rejecting this response because: I was not told Do you know your recipient? If you send a transfer to a scammer, we might not be able to help and you could lose your money. And its really disheartening that you would continue to keep a scammers account open and suspend mine. I did not receive any chargeback and I filed the claim with *************** while the transaction was still processing its on you (Remitly) who let it clear in the scammers bank account. 

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

• Initial Complaint

  Date:03/31/2025

  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 am looking to formally dispute a $500 transaction made on March 11, 2025, with Merchant ******* ****, phone number ************, as services were not rendered. Once, I paid the $500.00 that we agreed upon, they continued to ask for more money in which I refused. After allowing this merchant to rectify the situation, they have still not done so, and I would like a refund and to sever our ties. Despite the merchant initially indicating that I would receive a refund, they have since ceased communication without refunding my money, leaving me without the service I paid for. Given these circumstances, I believe this transaction is fraudulent, and I kindly request assistance in recovering my funds. I appreciate your attention to this matter and look forward to your support in resolving it and obtaining a full refund of my $500.00.

  

  Business Response

  Date: 04/03/2025

  Dear ******,

  I am writing to you in relation to your BBB complaint. 

  Please find attached Remitly's response to your complaint.

  If you have any queries please let me know.

  Kind regards

  Ciara B.

  Remitly Inc.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23139694
  
  I am rejecting this response because:

  To say that I am repulsed by this response is an understatement. Considering all the information I sent to substantiate my claim for a refund, I do not accept your response. You've all stated that Ive been a customer since 2023 and have not had any issues with this new merchant, which also substantiates my claim for a refund. I did say that I would give this merchant more time. However, they have still not delivered what was purchased and are requesting an additional amount between $250 and $500, in addition to what was already paid, without our prior discussion. I believe this to be a scam and would like to be refunded my $500, which will enable me to sever all ties with this merchant completely. What else do you need me to show in addition to the screenshots between myself and the merchant, which clearly states that I should be refunded? This merchant must be a scam. 

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