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:01/11/2023

  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 sent money on Jan 3rd to one of my family members in ******** using Remitly. They sent me a confirmation on Jan 5th saying money has been deposited. Recipient didn't receive money till today which is Jan 11th. I made numerous phone calls and have even provided them with recipient's bank statement. They have been giving me a run around and not depositing my money or giving it back to me.

  

  Business Response

  Date: 01/23/2023

  *********************
  3203 **************************************
  ********, ** 77406
  Daytime Phone: ***************
  Email: *********************
  
  Re: BBB Complaint #********
  
  Dear *********************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on January 11, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you have outlined that the transfer youve sent to your recipient was not received. 
  
  Upon reviewing your Remitly profile, you initiated the transfer on January 2, 2023, for $400 with reference number R74975024221. On January 6, 2023 you reached out to us and reported that the funds were not received by your recipient. You also submitted the copy of your beneficiarys bank statement confirming non-deposit of funds, due to incorrect bank account number.
  
  We reached out to our bank partner in ******** and recalled the funds. To give you an insight, this is what happened when we sent a recall request to our bank partner: Once a recall request has been sent to the home branch, the branch will then request for debit authorization from the owner of the incorrect account where the funds were sent. We then wait for the debit authorization to be approved and processed before we can proceed with the amendment to the correct account.
  
  Please note that recall requests are based on a best endeavor basis and no guarantee of getting the funds back as this is based on the beneficiary bank. Our partner bank has confirmed that the funds were already deposited to the incorrect bank account, thats why our recall request was not granted.
  
  To resolve the matter, our Escalations associate has manually updated the status of the transfer and gave you the option to cancel or amend it to a different recipient. You were given the option to amend or cancel the transfer, and upon your request, we have then amended the transfer to a different beneficiary and is now completed with a new reference number R54409344778.
  
  As a gesture of goodwill, a $30 discount was added into your Remitly profile which was applied on the transfer that you have processed on January 18, 2023.
  
  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:01/07/2023

  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.

  The company allowed someone from ***** take $540 dollars out of my bank account. They told me 2 times I was going to get my money back and then the third time I called they told me I had to contact my bank to file a dispute. I told them I did not authorize the transactions. They still made me file the dispute. They seen the charges took from my bank from there end, so I don't need to provide the bank statement.

  

  Business Response

  Date: 01/16/2023

  ***********************
  210 *******************
  ******, ** 60505
  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 7, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concerns relating to unauthorized transactions on your card from Remitly. You also mentioned that you did not create an account with Remitly.
  
  A member of our Escalations team investigated your concern and reached out to you to ask for additional information. We were able to identify the charges you have reported. After careful review, we issued a refund to your account amounting to $540. You should see the credit in your account within 10 business days.
  
  Rest assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this matter aside from the results of our investigation.
  
  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:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Remitly service to send money to ******. My transaction was put on hold and I was required to call the customer service. The customer service representative started asking me personal questions. She first asked me how I am related to the receiver, I said I receive online service. She then asked what type of service. I said he is my psychologist and I get therapy. I started feeling uncomfortable and I shared this with her. She then asked what type of therapy I am getting. At this point I said I won't share that information, this is invasion of my privacy and it is ridiculous asking this question to me. She wouldn't complete and approve my transaction without me answering this question and I asked her to cancel the transaction and close my account. I feel embarrassed and humiliated.

  

  Business Response

  Date: 01/15/2023

  *******************
  7750 *************
  *******, ** 30041
  Daytime Phone: ***************
  Email: **************************

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

  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.

  In your complaint, you have outlined the conversation you had with one of our associates over the phone, wherein you were requested to verify additional information in order to process the transfer you have initiated.

  We have reviewed your Remitly profile and based on our records, you have reached out to us on January 6, 2023, to check on the status of your transfer. Our **************** team reviewed your transaction 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.

  There are instances wherein our system would require manual verification, before a transfer gets approved. This is exactly what happened in your transaction. Our system was not able to electronically approve your transfer, thats why we obtained additional details from you. 

  We further the investigation of your account and wed like to let you know that we have reinstated your Remitly profile. As a gesture of goodwill, we have added a $25 discount into your account which you can use on your next transfer 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: 01/17/2023

   
  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:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money with remitly and the amount that arrived in the receiver's account was incorrect. After all fees were accounted for the deposit was still $300 less than what should have arrived. I attempt no less than 4 times to get a resolution via Remitly's online chat function. There is no method for opening a support ticket, no online from, no email, and no phone number, only online chat. Unfortunately, this is worthless for me. Four times I tried to address the problem and each time I could not get a support ticket number or any sort of tracking. I have the transcripts, each time they said they would try to do something and nothing ever happened, so I was forced to start over again with a new agent the next time I was able to get online. I uploaded all the documents that were asked for, proving that the deposit amount was not correct.

  

  Business Response

  Date: 01/15/2023

  ***************************
  *****************************************************
  Daytime Phone: **************
  E-mail: *******************
  
  Re: BBB Complaint 18695823
  
  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.
  

  As a security measure and to protect your personal information, we process requests received only from the email ID which is registered with us. Our team initiated an investigation procedure upon receipt of your complaint. A member of our Escalations team reached out to both the email id  registered in your Remtily profile and the email id indicated in your complaint. Moving forward, we would request you to kindly write to us from your registered email.
  

  A member of our Escalations team will continually connect with you to address the matter. 
  

  Wed also like to mention that weve also escalated your experience to our managerial team and we will work with our **************** to improve this experience.

  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: 01/15/2023

   
  Complaint: 18695823
  
  I am rejecting this response because:

   

  Remitly has been in contact with me, but the investigation is ongoing. A $30 credit was offered as a gesture but that is not an acceptable alternative to the $300 which was taken out of the transfer.

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

  

  Business Response

  Date: 01/29/2023

  ***************************
  *****************************************************
  Daytime Phone: **************
  E-mail: *******************
  
  Re: BBB Complaint: 18695823
  
  Dear ***************************, 
  
  Greetings from Remitly. 
  
  We are writing in response to the complaint you filed with the Better Business Bureau on January 9, 2023, we have responded on January 15, 2023 and received a rejection on January 24, 2023.  Thank you for bringing your recent experience to our attention.
  

  As a security measure and to protect your personal information, we process requests received only from the email ID which is registered with us. Our team initiated an investigation procedure upon receipt of your complaint. A member of our Escalations team sent you an email using the registered email id in your Remtily profile and at the same time, responded to the email id indicated in your complaint.  
  
  When we received your complaint, one of our ********************* reached out to you from January 16, 2023 until January 26, ***** to resolve the matter. However, we only received a response from you on January 29, 2023. Our Escalations team will continually contact you to resolve the issue.  
  
  We encourage you to check your registered email on your 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: 02/06/2023

   
  Complaint: 18695823
  
  I am rejecting this response because:

   

  Company has sent multiple emails but still hasn't gotten to the root of the problem. The investigation is ongoing, and the missing amount of money has not been refunded.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/24/2023

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

  
  Re: BBB Complaint 18695823

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

  
  Greetings from Remitly.

  
  We are writing in response to the complaint you filed with the Better Business Bureau on February 6, 2023 and received a rejection on February 14, 2023. Thank you for bringing your recent
  experience to our attention.

  
  In your complaint, you outline your concern relating to the fact that your recipient did not receive the full amount as processed. You also mentioned that you want a refund.

  
  As a security measure and to protect your personal information, we process requests received only from the email ID which is registered with us. Our team initiated an investigation procedure upon
  receipt of your complaint. A member of our Escalations team sent you an email using the registered email id in your ********************** profile and at the same time, responded to the email id indicated in your
  complaint.

  
  On November 11, 2022, you have reached out to inform us that your recipient received less than what you have sent. You have provided a screenshot of a dollar amount and an incorrect
  transaction number. Kindly note, that when you processed the transaction you have chosen the currency in PEN not in US Dollar. Our *************************** requested for the recipients
  actual bank statement to support the claim.

  
  From January 9, 2023 until January 29, 2023, a member of the Escalation team connected with you but did not receive any response.

  
  In hopes of compensating for the inconvenience, we have added a $150 discount to your Remitly account 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.

  
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18695823
  
  I am rejecting this response because:

   

  I have been in contact with Remitly via email from November of 2022 through March of 2023. I have provided proof of statements and transactions about a half a dozen times now, and every time the response I get is "that's not good enough" or "that's not what we are looking for." At this point, it's becoming apparent that this is the strategy and Remitly is never going to make me whole for the $300 that was wrongly taken away from the transfer.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/11/2023

  Attached

  

  Business Response

  Date: 03/27/2023

  ***************************
  *********************
  ********, ** 56401
  Daytime Phone: **************
  E-mail: *******************
  
  Re: BBB Complaint 18695823
  
  Dear ***************************, 
  
  Greetings from Remitly. 
  
  We are writing in response to the complaint you filed with the Better Business Bureau on February 14, 2023 and March 11, 2023.  Thank you for bringing your recent experience to our attention.
  
  As a security measure and to protect your personal information, we process requests received only from the email ID which is registered with us. Our team initiated an investigation procedure upon receipt of your complaint. A member of our Escalations team sent you an email using the registered email id in your Remtily profile and at the same time, responded to the email id indicated in your complaint.  
  
  A member of our Escalation Team is in constant contact with you to request the necessary documentation to resolve your issue. 
  
  In hopes of compensating for the inconvenience, we have added a $300 discount to your Remitly profile. You have acknowledged and used the discount to process a new transaction.  
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  
  Remitly, Inc.
  
  

  Customer Answer

  Date: 03/29/2023

   
  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:01/04/2023

  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.

  Dec 27th i sent E Toro, a RELATIVE, 60 dollars thru Remitly, they promised to deliver the CASH instantly, I paid the fees. They refuse to deliver and have sent *********** on 3, THREE, trips to their bank, Bancolumbia. They sent me 3 notices which I forwarded to ***********...He has been embarrassed and humiliated by the refusal to deliver MY MONEY TO HIM. NOW ABOUT MY LOSSES-- I have been called 8 times by Remitly during dinner, lunch, showers, friends visits....I have spent more than 8 hours on the phone with employees who dont know what they're doing!!! Furthermore dont respect my time or VALUE MY TIME. the 1st call was an automated call asking me to wait for ****, who never picked up HIS CALL TO ME, after 35 minutes I left the call. I have tried calling Remitly and they have never had a respo0nsible manger return my calls. Ther unable employees just are confused.. I become frustrated and angry, my blood pressure is an issue and my age.... THEY DONT CARE. I want to be compensated for ************* time( # visits) and my 8 hours of wasted time and frustration. 500 dollars is reasonable. this is the transfer:Recipient: ************************* ********** Transfer No.: R11 246 565 941 IN REVIEW COL$275,300.00 Dear ***********,Bancolombia is reviewing your transfer because your recipients identity needs to be verified. Do not worry, this is common and all your recipient has to do is visit the nearest Bancolombia location to carry out the validation. For more details, please visit our website.Thanks for using Remitly

  

  Business Response

  Date: 01/11/2023

  *************************************
  3620 **************
  *********, ** 34420
  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 4, 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 $60 with reference number R11246565941 on December 27, 2022, at 8:02 AM PT with an original delivery promise of December 27, 2022, at 8:22:13 AM Pacific time. The transfer was forwarded to our partner bank for processing and was held for review. 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 and information requested from the sender or the recipient.

  Our customer service team has worked with you to notify the recipient that they need to go to the bank to submit the required documents between December 27, 2022, to January 1, 2023, to comply with our partners request; however, you also mentioned that the bank rejected the recipients identification. Banks require specific documentation from the recipient to release the money. 
  

  On January 1, 2023, the transfer was canceled at your request and the payment was refunded with acquirer reference number ***********************. Our team also issued a $30 discount on your Remitly profile which was applied towards your transfer with reference number 41453144564. 

  We understand the frustration this caused and emphasized the importance of submitting the required information by our partner banks. Section 4 of our User Agreement notes: Recipients will be required to prove their identities before receiving funds by presenting valid identification. Also, Recipients may be required to provide a reference number or another similar identifier associated with their Transactions.
  

  While we are unable to provide a $500 compensation at this time, we value your business and would like to offer you a discount of $50 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: 01/12/2023

   
  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:01/03/2023

  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.

  An agent in Remitly locked my account. So, it's impossible to send money.To solve this issue: Unlock my account so I will be free for send money again. Thank you

  

  Business Response

  Date: 01/12/2023

  *************************
  5418 Bnky
  *************
  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 3, 2023. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concern regarding the deactivation of your Remitly profile and requested to have the account reinstated. 
  
  We  reviewed your account and found that you have created multiple Remitly profiles. 
  

  On February 22, 2022, you reached out to our **************** and requested to get the new customer promotion in conjunction with the new account you have created. Our team validated that the new customer promotion was applied to your first Remitly transfer under reference number **********. Our team also reminded you to not create multiple Remitly profiles to get the new customer promo. Despite the warning, we noticed that you have created additional Remitly profiles. Our team deactivated all accounts to comply with our user agreement. Section 2 of our User Agreement notes: Senders may only have one active account. If we determine that a sender is using multiple accounts we reserve the right to merge or terminate one or more of the accounts, limit the sender's use of the service, or refuse their continued use of the service.
   
  Following an additional review, a member of our Escalations team reinstated your Remitly profile and connected with you to discuss the use of our service. In the event that you create an additional account, Remitly would have no other choice than close all accounts and may not allow you to use the service again.

  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: 01/12/2023

   
  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:12/28/2022

  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 signed up for the Remitly service and initiated a transfer to a friend in ********. It was denied. After contacting customer service, they asked numerous, very personal questions about who I was transferring to. It was to someone I had known and communicated with for a year. Their service advertises international payment to friends and family. Eventually they said they had made a mistake and they let the transfer go through and gave me credit towards the fees. Then I sent a second transfer to a different person in ******** who I knew and had met in person (not a scam). My account was then immediately closed permanently and customer service would not tell me why nor would any manager talk with me. I believe Remitly is not only not fulfilling their claim to send money to friends and family, but they are discriminating against people in ********. Or their very personal questions are used to define who is a "friend." Or they are taking it upon themselves to save me from potential scams from people who I already know personally. I am particularly frustrated that they automatically closed and banned my account and refused to say why or if I did something wrong.I request that they reopen my account and allow me to transfer money to my friends in ******** exactly in line with what they say their company does.

  

  Business Response

  Date: 01/04/2023

  ************************************************************************************* 98117
  Daytime Phone: **************
  E-mail: *****************************************
  

  Re: BBB Complaint 18653000

  Dear *************************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 28, 2022. 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 $10.06 with reference number R24269923525 on November 28, 2022. Your transfer was held for verification and you were asked to submit a liveness video and ID. After meeting the said requirements, your transfer was manually reviewed. Based on our teams assessment, your transfer was declined and your account was deactivated. 
  

  Our **************** team reassessed your account and reinstated your Remitly profile. A $20 discount was also issued to your account which was applied towards your transfer to Narinthip Kuensee. 
  

  Another transfer was submitted on November 28, 2022, in the amount of $14.35 with reference number R39871905023. Our **************** team requested personal information as part of our verification and security procedures. We made this request 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.
  

  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 profile. Additionally, because your transaction was not processed, any hold placed on funds by your financial institution should have been released within a few business days.
  

  As mentioned above, we are a regulated financial services company and must comply with banking regulations. 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: 01/07/2023

   
  Complaint: 18653000
  
  I am rejecting this response because: the response is cryptic and inaccurate. 

  1) For the first transfer I complied with all of your requests despite the question being very personal and more than enough to fit under the definition of a "friend" who I should be allowed to transfer about $10 USD to. 

  2) When I made the second transfer, my account was immediately terminated, no questions asked. So I called Remitly to ask what I had done wrong. They requested NO further information and just said my account was closed and they could not provide an explanation as to why. I asked to speak to a manager who could possibly answer why and the customer rep took my information and said a manager would call me back because he could not transfer me. I never received a call back.

  The conclusion that my account was closed upon further review and because Remitly must follow banking standards is not an explanation as to what I did wrong or how I could correct it in order to maintain an account and send money to friends as they advertise that a customer can do. There is an implication that I did something that violated general banking security guidelines by sending a very minimal amount to a friend in ******** who I have met and know to be real. Why can't you say what I supposedly did wrong? Why can't you reopen my account and let me know specifically what violation I committed so I won't do it again? All I did was send a minimal payment to two friends in ******** and my account has been permanently suspended with NO EXPLANATION. There is something very suspicious going on here and I would like to get to the bottom of this. You are being very oblique in your response that does not provide any real reason. Saying my account was closed because you reviewed it IS NOT A REASON. Did I not provide you with enough information or answers to your questions (I answered everything that was asked)? Was there something wrong with the bank account in ********? How am I supposed to know? Just say what the real reason is and allow me to correct it.

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

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Remitly to send money to a friend in Columbia, the took my money and told me instant payment was available, I PAID the fees and used my credit card. Bancolombia is reviewing your transfer because your recipients identity needs to be verified. Do not worry, this is common and all your recipient has to do is visit the nearest Bancolombia location to carry out the validation. For more details, please visit , *********** did as requested and they refused to give money. They called me and put me on HOLD for 35 minutes, YES 35 minutes!!! Then refused to deliver the money for 3-5 days. They took my payment and refused to honor their contract. I want 500 cash for my wasted time and my friends wasted time. I will be contacting **** And ***** to refuse the p[ayments I made/ These people are THIEVES, they did not deliver, they stole from me! I want my time replaced and my friends time replaced, 500 is not enough but that will start.... SINCERELY *************************

  

  Business Response

  Date: 01/08/2023

  *************************************
  3620 **************
  *********, ** 34420
  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 December 28, 2022. 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 $60 with reference number R11246565941 on December 27, 2022, at 8:02 AM PT with an original delivery promise of December 27, 2022, at 8:22:13 AM Pacific time. The transfer was forwarded to our partner bank for processing and was held for review. 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 and information requested from the sender or the recipient.
  

  Our customer service team has worked with you to notify the recipient that they need to go to the bank to submit the required documents between December 27, 2022, to January 1, 2023, to comply with our partners request; however, you also mentioned that the bank rejected the recipients identification. Banks require specific documentation from the recipient to release the money. 
  

  On January 1, 2023, the transfer was canceled at your request and the payment was refunded with acquirer reference number ***********************. Our team also issued a $30 discount on your Remitly profile which was applied towards your transfer with reference number 41453144564. 
  

  We understand the frustration this caused and emphasized the importance of submitting the required information by our partner banks. Section 4 of our User Agreement notes: Recipients will be required to prove their identities before receiving funds by presenting valid identification. Also, Recipients may be required to provide a reference number or another similar identifier associated with their Transactions.
  

  While we are unable to provide a $500 compensation at this time, we value your business and would like to offer you a discount of $50 and no fee 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: 01/08/2023

   
  Complaint: 18652472
  
  I am rejecting this response because:

  Remitly needs to accept responsibility for their promises, their logo "REMITLY 'PROMISES DELIVERED'" was a lie and IS A LIE ! I HAVE WASTED 8.3 HOURS WIUTH THEM LYING AND MAKING PROMISES THEY NEVER INTEND TO DELIVER.  So now they need to act like a responsible company and fix their reputation. I am going to social media, this is not an isolated incitant, they have done this many times and I will gather names and get a "class action" started as well and get my time and *************' refunded ( he was told 3 times to go collect the money Remitly promised (again their logo PROMISES DELIVERED) --- if that is the way they choose. The 500 is a reasonable amount and 50 is NOT. It is Remitlys decision. Again this email was sent to me 3 TIMES;

  Bancolombia is reviewing your transfer because your recipients identity needs to be verified. Do not worry, this is common and all your recipient has to do is visit the nearest Bancolombia location to carry out the validation. For more details, please visit our website.
  

  I EXPECT REMITLY TO REIMBURSE ME & *********** ACCORDINGLY. 
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/20/2022

  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 sent money on the 8th, and my mom was able to receive it. however 4 days later I sent money to help someone with a cardiac surgery and the money wasn't received. my mom went to the bank multiple times for 2 months, they cant find the money or track it.. when I called Remitly (multiple times) they said the money was received. I asked for a SWIFT number that the bank in ******* asked for to track the money, they refused to give it to me or refind me my money.. My uncle had the same situation.

  

  Business Response

  Date: 12/30/2022

  ************************************************** ******************
  ********, ** 20166
  Daytime Phone: **************
  E-mail: *****************
  
  Re: BBB Complaint #*************************************************************************************** from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 20, 2022. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you indicated that the money was not delivered to the recipient although the transfer completed. You also mentioned that the money was needed for a surgery and the recipient had to visit the bank multiple times. You then reached out to Remitly Customer Support but still had not gotten any resolution. 
  
  We reviewed your account and found the submission of a transfer in the amount of $500.00 with reference number R315338022403 on September 12, 2022. The transfer was immediately forwarded to the partner bank for processing. 
  
  On September 13, 2022, we were notified by the partner bank that the funds were delivered to the recipient and we notified you of the status. When you reported that the money was not received by the recipient, our **************** reached out to our partner bank to investigate the status of the transfer. 
  
  A member of our Escalations team connected with our partner bank and confirmed that the funds were returned to Remitly. At your request, we have reprocessed your transfer with updated details and new reference number 10080483906. 
  
  Our partner bank confirmed that the funds were successfully deposited into your recipients bank account in *******. We tried to reach out to  you via phone and email to let you know of the status of the transfer and at the same confirm with you if the money was already received by your recipient, however, we were routed to voicemail and there was no response via email. 
  
  We have issued a $20 discount to your Remitly account 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.
  
  
  

• Initial Complaint

  Date:12/15/2022

  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.

  To start I would like to make clear that I am not a Remitly customer, nor have I ever created a ********************** account. I had two charges on my personal debit card from Remitly on 11/28/22, one for $195 and one for $200. Neither transaction was approved by me. A Remitly user used my card information to send these funds. I disputed the charges with my bank, but my card issuer (MasterCard) said they were unable to dispute the charges because Remitly uses 3DSECURE which requires customers to complete an additional verification step with the card issuer when paying. Quote from my bank "So it sounds like whoever had your card number set up a profile with their phone number to get this verification so they could go forward with the charges". My bank told me to contact Remitly directly to proceed with disputing the charges. I spent forever on the phone with a representative explaining the situation multiple times. I had even called Remitly the day of the charges and they gave me a reference number to refer this case to, and when I called back of course there was no existing reference number. The agent I spoke with today gave me another reference number for my case ************ but my guess is that doesn't work. The agent kept telling me that my bank needs to dispute this and I repeated several times that they already tried! Clearly I'm extremely frustrated with the situation.

  

  Business Response

  Date: 12/21/2022

  Connor Board
  1241 ********** Apt D209
  *******, ** 59715
  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 December 15, 2022. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you outlined concerns relating to unauthorized charges on your card from Remitly. You also mentioned that you have disputed the charges with your issuing bank and were declined.
  
  We investigated your concern and were able to identify the charges you have reported. We are sorry that you have to deal with this and thank you for letting us know of this matter.
  
  A member of our Escalations team manually reversed the reported transfers and initiated a refund. The refund should be posted to your account within ten banking days.
  
  Please be assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this matter aside from the results of our investigation.
  
  To protect your information, dont give your personal or financial information in response to a request that you didnt expect. Legitimate organizations wont call, email, or text to ask for your personal information, like your ********************* account, or credit card numbers.
  
  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.