Complaints
Customer Complaints Summary
- 456 total complaints in the last 3 years.
- 200 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/12/2022
Type: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 would like a refund of 240$ back due to a fraud of a person who recommended this app for transaction. I have all the evidence on this upload to support this cause please and thank you.
Business Response
Date: 12/18/2022
****** ***************************
4606 *********
*********, ** 89107
Daytime Phone: **************
E-mail: **********************
Re: BBB Complaint 18560644Date: December 18, 2022
Dear ******,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 13, 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined concerns relating to a product you paid for but did not receive. You also mentioned that you wanted to receive a refund.
We have reviewed your account and found the submission of two transactions on November 26, 2022, in the amount of $220.00 with reference number R99684986790 and a transaction with reference number R37210387130 amounting to $20. Both transfers were immediately forwarded to our partner bank for processing and were completed.
When you reported the matter, our team reached out to our partner bank and requested reversal. The partner bank declined the reversal request as the funds were already paid to the recipient. We strongly advised our customers to send money to people they know. Be vigilant when purchasing products online.
We regret to inform you that based on the result of our investigation, we will not be able to ***** the refund request. In addition, once the funds are sent to the bank, cancellation is no longer an option.
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:12/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want my money back , refund for the fee that I payed and reparations for the treatment that I had on the phone with their representative! Worst customer service in The worldBusiness Response
Date: 12/15/2022
***********************
19 *********
******, ** 01852
Daytime Phone: **************
E-mail: ************************
Re: BBB Complaint 18552324
Date: December 15, 2022Dear ***********************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 12, 2022. Thank you for bringing your recent experience to our attention.In your complaint, you outlined concerns relating to a transfer that did not complete within the provided delivery promise. We have reviewed your account and found the submission of a transaction in the amount of $400.00 on December 9, 2022, at 2:13 PM PT with reference number R21887793756 with an original delivery promise of December 9, 2022, at 4:18:28 PM Pacific time.
The transfer was forwarded to our partner bank for processing and on December 9, 2022, at 2:23 PM PT the transaction completed.
When you contacted Remitly Customer Support to report non deposit of funds, our customer service reached out to our partner bank to investigate the status of the transfer. Our partner bank confirmed completion of the transfer on December 10, 2022. We take many factors into account when we calculate our delivery promise, but unexpected issues can come up that can cause delays, including time difference, identity verification, or network outages.
As a gesture of goodwill, we have refunded the transaction fee and issued a $20 discount to your Remitly profile that you can use on your next transfer.
Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.Thank you,
Remitly, Inc.Initial Complaint
Date:12/06/2022
Type: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 made a transaction with this company on 11/25 with the expectation of receiving the money in my account on 11/30. I have not received the money until today.They call me and send an email that I will receive the money the next day but I do not receive it.Business Response
Date: 12/14/2022
********************
8931 *************
**********, ** 34786
Daytime Phone: **************
E-mail: ************************
Date: December 15, 2022
Re: BBB Complaint #********
Dear ********************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on 7 December 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you have outlined that there was a delay in the posting of funds on the remittance youve sent previously. Just like Remitly, our delivery providers have a responsibility to review and confirm every transfer complies with applicable regulations. We work closely with our partners and delivery providers to make sure the review process is completed as quickly as possible; however, review timelines vary based on the partner and the specific details related to your transaction.
Upon evaluating your Remitly profile, you initiated your transfer on 25 November 2022, amounting to $10,000, with reference number R17373068072. The transfer was not immediately posted into your beneficiarys bank account, due to some additional information that still needs to be obtained and verified.
Since this was a huge amount of transfer, our partner bank needed additional details before theyd be able to process the transaction from their end. You were successfully provided all the documentations that they required from you, and 8 December 2022, your transfer was completed.
We understand that this is way past the delivery promise indicated in your transfer receipt, however, we can guarantee you that the funds youve sent were deposited into your beneficiarys bank account.
As a token of our appreciation to you, for your patience and kind understanding, we have added a free transaction into your Remitly account along with a $20 account credit, which you can use on your next transfer with us.
We are hoping that this unpleasant experience would not hinder you from using our service moving forward. Rest assured that your feedback about our service is highly regarded, and this would help us improve our platform moving forward.
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: 12/15/2022
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.To Remitly
My case is already solved, you gave me $500 to cheer me up. But I had a lot of stress to receive my money in ******.
If you or your partners have a deadline to analyze documents then you must add this count in your system because when we make a transaction with you waiting for day X, we want the money in the account on day X. question of deadlines if you already have a history of how each case can change according to the value, then you should improve your processes.
The costumer service should also be better trained to give more blunt answers. Because each person in customer service will give a different answer.
Anyway, your service still needs to improve a lot.
Sincerely,
********************Initial Complaint
Date:11/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a transaction that did not go trough with Remitly and was supposed to get a refund between **** business days but now it has been 3 months they are refusing to send me my money back . I waited and contacted them many times over the phone . After that they blocked my Remitly account . I filed a claim with my bank then contacted Remitly again . They said they are working on my refund and would refund me as soon as possible . I called Remitly today again and After I informed the agent I was talking to that I filed a claim she placed me on hold and came back saying that my bank was in their favor . But In their favor for what ? For a transaction that wasnt completed ? Then I contacted my bank they said that Remitly is lying and that they werent able to reach out to anyone from Remitly which is why they closed the claim . So now Im still waiting on a refund for the money Remitly is trying to steal from me from a transaction that never occurred . Thank youBusiness Response
Date: 12/08/2022
Asmaou ******************************************************************* 98204
Daytime Phone: **************
E-mail: *******************
Date: December 9, 2022
Re: BBB Complaint 18487473
Dear Asmaou Sow,
Greetings from Remitly.
We are writing in response to the complaint you filed with the Better Business Bureau on December 1, 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined concern regarding a transfer which was canceled but not refunded by Remitly. You also mentioned that you have raised a dispute with your bank.We reviewed your account and found the submission of a transaction in the amount of $310.78 with reference number R25828369278 on September 8, 2022. The transfer was immediately forwarded to the partner for processing and was rejected due to invalid beneficiary number. At your request, the transfer was canceled and the payment was immediately refunded.
On September 29, 2022, we received a chargeback from your bank. Our team reviewed the dispute and determined that the payment was refunded to your payment instrument on the same day it was canceled. A temporary credit was also issued by your financial institution when you disputed the charge. Our team worked with your issuing bank to settle the dispute.
A member of our Escalation team connected with you to discuss the transfer details. Your bank statement reflected a refund issued by Remitly in the amount of $310.78 on September 8, 2022, while the charge was reflected on September 9, 2022. When you initiated the transfer on September 8, 2022, the payment was authorized but was settled by your bank on September 9, 2022, hence, the charge appeared a day after on your statement.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:11/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/29/22 I had 2 transactions in my checking account for ****** and ******. Those charges were from someone else using my debit card, which they apparently obtained illegally. I contacted my bank and they instructed me to contact Remitly. I contacted them and they said they would not refund my money. "It wasn't their problem who used my card. I also explained to them that this had caused my account to be overdrawn and would now cost me an overdraft charge.I have no account with Remitly and had never heard of company until today. This seems like a fraudulent business to me and that they don't run an above board business, At the very least it is a scam and poor business practices. I would think they would have some sort of security system to verify where and who money comes from. I believe they should be reprimanded or shut down and should refund my moneyBusiness Response
Date: 12/08/2022
*******************
596 *******************
**********, ** 72927
Daytime Phone: **************
E-mail: **********************Date: December 8, 2022
Re: BBB Complaint 18486108
Dear *******************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on December 1, 2021. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined security concerns relating to an unauthorized charge on your account from Remitly. Thank you for letting us know about the matter and we are sorry that you have to deal with this.
A member of our Escalations team reached out to you and requested a copy of your bank statement reflecting the charge to further our investigation. As of the date of this writing, our team has not received a response. Our team will continually connect with you to identify the reported charge and resolve the matter.
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:11/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/25/22, I received a fraud alert from my bank, Chase. REMITLY* G0E attempted to charge my debit card $547.99. Luckily my bank caught this and it was declined. However, this is creating a huge hassle for me, as this card is now cancelled. Also, I am very concerned if someone at this company has my information and if there are any accounts opened in my name. I've never heard of this company until today. After a bit of research, this seems to be a problem with this company.Business Response
Date: 12/04/2022
***********************
4722 *******************,
******* Oaks, ** 91423
Daytime Phone: **************
E-mail: ******************Date: December 4, 2022
Re: BBB Complaint 18464067
Dear ***********************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 26, 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined concern regarding an unauthorized charge on your account from Remitly. You also mentioned that you do not have a Remitly account.
Our Escalations team reviewed your complaint and identified a Remitly profile based on the information you indicated in your complaint. While your complaint is being looked into, we received a phone call and an email from you stating that your issuing bank rejected the payment due to suspicious activity. You also mentioned that you have created the Remitly profile in question and that you have received a refund from your bank. Based on your confirmation, we conclude that you have authorized the Remitly profile in question.
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 **************.
Sincerely,
Remitly, Inc.
Customer Answer
Date: 12/04/2022
Complaint: 18464067
I am rejecting this response because: I never heard of Remitly prior to my bank informing me of this suspicious activity. I have never authorized a Remitly account. I do not have a Remitly account. I do not want a Remitly account. If there is an account in my name, it is fraudulent and I need it to be closed immediately because it is fraudulent. This company lied in their response to my complaint. I have screenshots of the interaction via email attached to this message. I have never call Remitly and I have never spoken to their company via telephone. They have failed to properly respond to my inquiry, they have failed to be truthful, and apparently there is an account in my name which I have never authorized, according to Remitly.
Sincerely,
***********************Business Response
Date: 12/11/2022
*********************************************************************************************** 85122
Daytime Phone: **************
E-mail: **************************
Date: December 12, 2022
Re: BBB Complaint 18464067
Dear ***********************,
Greetings from Remitly.
We are writing in response to the complaint you filed with the Better Business Bureau on December 1, 2022, and the response received on December 8, 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined security concerns relating to an unauthorized charge on your account from Remitly. Thank you for letting us know about the matter and we are sorry that you have to deal with this.
A member of our Escalations team reached out to you in light of your recent report and confirmed that your issuing bank declined the payment. 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.
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:11/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/23/22 Someone with a Remitly account tried to withdraw $202.99 from my checking account. Money was taken from my account without any approval. I have no account with remitly nor have I ever had one, and I have never used Remitly for anything. I was charged without any claim to goods, services, or remittance to any party known to me. The reference information is: REMITLY* f394 WWW.REMITLY.C WA Date 11/23/22 0 ********** 4 ****. And another on 11/24/22 for $200 REMITLY* N3B6 WWW.REMITLY.C WA Date 11/24/22 I did not authorize this charge and would like this matter to be taken care of as well as my money refunded and any Remitly account in my name permanently closed, as I never opened one with them.Business Response
Date: 12/03/2022
***************************
5119 ****************** Apt 2
************, ** 46227
Daytime Phone: **************
E-mail: **********************Date: December 4, 2022
Re: BBB Complaint 18459315
Dear ***************************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 24, 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined security concerns relating to a charge on your account initiated by Remitly. Thank you for letting us know about this issue, and we are sorry that you have to deal with this.
A member of our Escalations team reached out to you and requested a copy of your bank statement reflecting the charge to further our investigation. As of the date of this writing, our team has not received a response. Our team will continually connect with you to identify the reported charge and resolve the matter.
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:11/16/2022
Type: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.
Nov 10, 2022REMITLY* QC19 WWW.REMITLY.C WA 11/10 On November 1, 2022 Remitly charged my bank account $1988.00 This was an unauthorized transaction. I believe I am a victim of theft by REMITLY How did this business or company get my personal bank information? I do not have an account with REMITLY. I never had an account with with Remitly. I have never even heard of REMITLYBusiness Response
Date: 11/26/2022
*************************
41545 Lexington Dr
****************, ** 48038
Daytime Phone: **************
E-mail: *****************Date: November 26, 2022
Re: BBB Complaint 18413342
Dear *************************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 16, 2022. Thank you for bringing your recent experience to our attention.
In your complaint, you outlined security concerns relating to a charge on your account initiated by Remitly without your authorization. Thank you for letting us know about this issue, and we are sorry that you have to deal with this.
Our team reached out to you to get additional information and as of the date of this writing, have not received a response. You mentioned that you have reported the matter with your bank; we will work with your bank to settle the dispute.
To keep your data safe, never send credit card numbers, Social Security Numbers and other personal information via email. Always be on the defensive with your private information. Never give out personal information to telemarketers or respond to emails from someone claiming to represent your bank, credit card issuer, a government agency, a charity, or other organization. If you think the request is legitimate, contact the company directly to confirm.
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: 11/28/2022
Complaint: 18413342
I am rejecting this response because: REMITLY has asked me for personal information regarding my bank account number! They robbed me why would i release personal information to them. I do not trust them and have sent them this same reply. They can work with my bank CHASE who is in contact with them according to the emails response. I sent them the information that I have regarding the amount of money the date and Remitly QC number ( I dont know what that means). Also they now have the case number from CHASE and the phone to call regarding this theft. I will be waiting for their reply. My Bank has issued my account a temporary amount and will notify me when this case is resolved.
Sincerely,
*************************Initial Complaint
Date:11/15/2022
Type: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.
Occidental ************** issued a direct deposit to my passbook by remitly checking account at 1pm eastern time & 5 hours later, there still hasnt been a deposit made. I called their customer service who were very unprofessional & repeatedly asked for a reference number for the deposit while stating they could not find my account information. I will definitely switch my online banking account and I rate Passbook by Remitly a negative 5 out of 5 stars. They are terrible, almost seems like a scam their customer service is that terrible.Business Response
Date: 12/01/2022
December 01, 2022
Passbook by Remitly
1111 ******* #****
*******, ** 98101
Better Business Bureau
Complaint ID # ********
To Whom It May ******************** am writing to follow up regarding the complaint submitted to the Better Business Bureau and assigned an ID of ********.
On November 16, 2022, Mr. ************* called Remitly customer service, and the call was received by the remittance department, therefore some information was requested to locate the transaction. After validating that the inquiry was regarding a deposit into the customers Passbook* account and not around a remittance transaction, the customer was transferred to Passbooks customer service. After validation, the customer was able to confirm that the deposit was already received in his account and that he did not need further assistance.
After the investigation we did not find rudeness in the interactions with the customer. On November 30, 2022, we contacted the customer again and asked if we could assist him in any other issue. The customer stated that the issue was resolved and that he was satisfied with the service.
We thank you and hope this resolves the case.
Sincerely,
***************************************************************
Compliance Analyst
* Passbook is an app by Remitly that provides access to banking services from Sunrise Banks N.A., Member FDIC.Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to transfer money with this company the first time I did it was for $1300 it went through I didnt realize there were three levels of the company so I tried to upgrade to the third level so that my spending limit was bigger. I was put through to customer service they kept me on the phone for four hours interrogating me forcing me to tell them all my personal information about my bank my banking numbers everything that I had to do with my bank basically they have everything about me that you could know my passport Social Security number everything bank numbers then I tried to send a transaction because they said I could and they canceled it so thats once another hour goes by and being interrogated by the sliding in ********* in the service center like she was supposed to be the best !!! Well apparently I didnt make her happy so she hit my credit card two times after that she literally stole $9000 from me now theyre telling me oh I dont get that back for 10 days no I did not authorize you to touch my card I did not authorize you any time after you canceled my transaction I told her I called today after I talk to the bank they said they would call me back second day in a row no call!! They literally stole the money right out of my account my bank could not believe that they hit me three times and at no point in time during that conversation did I ever tell her that she could go ahead and hit my bank again that conversation was recorded and needs to be pulled up!! And they tell me I cant have my money back for 10 days I dont think so that is my money and they stole it I expect my money back inside my bank thats straight up theft and they know it its fraud for using my personal information and my banking information without my consent!! 2 times now they are refusing contact and will not explain themselves! And they are going to collect interest on my money!! I can understand waiting for 1 but 3!!! Not a mistake!!!Business Response
Date: 11/23/2022
***********************
413 PO Box
******, ** 77995
Daytime Phone: **************E-mail: *************************
Date: November 23, 2022
Re: BBB Complaint 18403924
Dear ***********************,
Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 14, 2021. Thank you for bringing your recent experience to our attention.
In review of your account we located a transaction in the amount of $3050.00 with reference number R89531029983 submitted on November 13, 2022. To proceed with the transfer, you requested an increase in your sending limit. Upon initiation of your transaction, we requested additional information before we could process. You provided copies of your bank statement to the **************** team, and following an additional assessment our team declined your request to increase your sending limit and canceled your transfer. The payment was refunded to your debit card on the same day.
Our **************** team conducted an investigation and deleted your account as requested. Please know that we cannot erase or delete your personal information due to required compliance with applicable US laws and regulations. Even though we are unable to delete your personal information, please be assured that we take the privacy of your information very seriously. Additional details on how Remitly collects, uses and protects personal information are included in our Privacy Policy.
Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
Thank you,
Remitly, Inc.
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