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:11/10/2022

  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.

  The business commit to transfer an amount of $400 US dollars from US to ******** on 10/03/2022, 37 days later I'm still waiting for a response, the money disappeared. Receiver never received the money, they updated status on site delivered. I called them 10 times, spoke to 4 supervisors , they keep telling me, we are investigating. Their customer service every time I contact them, they just give me excuses and not solve the issue. The worst experience any one can have. Money just disappeared and no one knows, what happened. Transaction #R47553981631

  

  Business Response

  Date: 11/19/2022

  *********************
  6910 ***********
  **********, ** 77479
  Daytime Phone: **************
  E-mail: ********************
  

  Date: November 19, 2022
  

  Re: BBB Complaint 18384363
  

  Dear *********************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 10, 2022. Thank you for bringing your recent experience to our attention.  
  

  We reviewed your account and found the submission of a transaction in the amount of $400.00 with reference number R47553981631 on October 3, 2022, at 6:22 AM PT with a delivery promise of October 6, 2022, at 8:19:32 AM Pacific time.  
  

  Once the bank cleared the funds, the transfer was forwarded to our partner for processing and the money became available for pick up. On October 11, 2022, at 12:22AM PT, the partner released the money to the recipient. 
  

  When you reported that the recipient did not receive the money, our **************** reached out to the partner to investigate the status of the transfer. Our partner confirmed that the funds were released to the recipient. While our team works with the partner to further investigate the matter, our team manually reversed the transfer. Based on your desired settlement, we have canceled the transfer and refunded the payment. The credit should reflect to your account within ten banking days.

  We have also added a $20 discount on 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:11/08/2022

  Type:Order 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 ******** in *******. The ******** created a new bank account with US dollars and never gave access to the account or to the money to my recipient. I begged Remitly for over a month to assist me in contacting ******** as my recipient has had to take 5 taxi's up to bank to be refused access to the money. Remitly refuses to assist me. The case was closed and when I asked Remitly support who they spoke with at the eco bank, no name, no case number. No one called. Then I took it upon myself to report everything federally and to the central bank of *******. The follow up: eco bank is waiting for USD to process their transaction. From October 8 to November 8. 2022 my recipient has yet to receive their funds. Yet Remitly has this ******** listed in ******* so they can continue to do this to others. Scam suspicious

  

  Business Response

  Date: 11/15/2022

  ***************************
  659 *************
  *******, ** 32725
  Daytime Phone: **************
  E-mail: ********************
  

  Date: November 15, 2022

  Re: BBB Complaint 18369861
  

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 7, 2022. Thank you for bringing your recent experience to our attention.  
  

  We reviewed your account and found the submission of a transaction in the amount of $200.00 with reference number R518859139981 on October 8, 2022, with a delivery promise of October 8, 2022, at 2:37:53 PM Pacific time. The transfer was forwarded to our partner bank for processing and almost immediately the bank confirmed completion of the transfer. 

  If you send U.S. dollars to an account that was opened using naira, your recipient's bank will automatically create a USD account. The beneficiary may not be aware of this and have to reach out to the bank and specifically ask for their USD account to complete the formality. We are sorry to learn what your recipient had to go through. To make things right, we have manually reversed the transfer and refunded the payment with Refund Tracking Info ***********************. The credit should be posted to your account within ten banking days. 
  
  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:11/08/2022

  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 have been using Remitly for a few months now and have never had an issue until today. I have been sending money to two friends living in *************** into their Gcash accounts. They use the money I send primarily for phone service and small item food purchases When I attempted to send a small amount of money today, my account reflected it was locked because Remitly noticed what they determined were suspicious activity. I called Remitly customer service, and they stated that my account was suspended not locked. I asked why my account was suspended and they stated they couldn't give me any specific information. I have never used Renitly for any illegal or inappropriate service. I have only used Remitly to give humanitarian aid to two friends in ***************.Remitly needs to either unsuspend my account or give me specific details regarding what I have done to warrant suspension of my account and denial by Remitly for me to continue using their service.

  

  Business Response

  Date: 11/15/2022

  *********************
  3925 **********
  ********, ** 75087
  Daytime Phone: **************
  E-mail: *************************
  

  Date: November 15, 2022
  

  Re: BBB Complaint 18376539
  

  Dear *********************,  
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 8, 2022. Thank you for bringing your recent experience to our attention.  
  

  Our team reviewed your Remitly profile as part of our verification and security procedures. This step is to keep our service secure and comply with applicable laws and regulations relating to know-your-customer requirements. We understand how this could have been frustrating for you, but like other financial institutions and money transmitters we need to deploy rigorous procedures in order to meet security and compliance requirements.
  

  Following an additional review of your account, we regret to inform you that based on the result of our investigation we cannot reinstate your Remitly account.
  

  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: 11/15/2022

   
  Complaint: 18376539
  
  I am rejecting this response because: Remitly acted in an arbitrary manner and failed to give a specific explanation of their actions. Remitly generalized their response and did not in any manner justify their inappropriate actions. Such generalized responses are nothing more than a cover up by Remitly and in no way justified their misconduct.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/07/2022

  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.

  On 11/3/22 Someone with a Remitly account tried to withdraw $1,500.00 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* N501 WWW.REMITLY.C WA Date 11/03/22 0 ********** 4 ****. 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: 11/15/2022

  *****************************
  17189 ********************* Unit 201
  *********, ** 92127
  Daytime Phone: **************
  E-mail: *********************

  Date: November 15, 2022

  Re: BBB Complaint 18369861

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 7, 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.
  

  We identified the transaction related to the reported charge of $1500.00 on November 3, 2022. We received a chargeback from the issuing bank and based on the result of our investigation, we have accepted the dispute. Hence, the payment was refunded through the chargeback process. 

  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. 

  Customer Answer

  Date: 11/15/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/04/2022

  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.

  SINCE MARCH 2022 HAVE BEEN SENDING MONEY THROUGH THIS SERVICE AND HAVE BEEN COMPLAINING BECAUSE THEY ARE CHARGING ME THE **** THEY CHARGE WHEN THE SHIPMENT IS PAID WITH A CREDIT CARD AND MY CARD IS A DEBIT CARD, AFTER CORROBORATING THIS WITH MY BANK I SEE THAT THEY HAVE BEEN OVERCHARGING ME ,AND THEY DON'T WANT TO PAY ME BACK

  

  Business Response

  Date: 11/13/2022

  ****************************
  1204 ******
  ******, ** 27509
  Daytime Phone: **************
  E-mail: ********************

  Date: November 13, 2022

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on November 4 , 2022. Thank you for bringing your recent experience to our attention. 

  In your complaint you outlined concerns regarding the extra fees charged for your transfers. We understand how these fees can add up for you, and we certainly value your business with us. Hence, we try to add the most value in terms of customer experience.

  We reviewed your account and confirmed that you have used a business debit card to send money. In most countries, banks treat business debit cards like credit cards and charge the same processing fees. Merchants generally incur higher costs when consumers choose to pay by credit card or business debit card compared to other payment methods. The surcharge fee covers the cost to the merchant of accepting that means of payment, such as the merchant service fee imposed by the credit card company.

  We recommend using a personal debit card or a bank account for the lowest possible fees. As a gesture of goodwill, we have added a $50 discount on your Remitly profile that you can use 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: 11/13/2022

   
  Complaint: 18361128
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:10/31/2022

  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.

  On 06/23/2022 I completed a transfer of $86.97 USD dollars and Remitly committed to transfer it in 3 business days. The destination account never got the money. I called on 08/26/2022 and they said they would call me back in the upcoming week because the situation was going to be escalated to the financial department. My case number was ********. One week passed, and NO ONE called me back. I called back on 09/24/2022 and guess what? No one ever checked anything and at this time they wanted to check the bank statements. So I sent it to them and they said that in 10 business days that would be solved and they would give me an answer. Again, it's been over 3 months and I am still with NO RESPONSE, NO MONEY BACK. They are scams and try to steal money from their customers. I am exhausted from calling and getting a new number of cases. I want my money back.

  

  Business Response

  Date: 11/05/2022

  ***************************
  23614 **************
  ******, ** 80018
  Daytime Phone: **************
  E-mail: ********************
  

  Date: November 5, 2022
  

  Re: BBB Complaint 18340141
  

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on October 31, 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 $86.87 on June 23, 2022, with reference number R87568781772. The funds were forwarded to our partner bank for processing and was rejected due to an error with the beneficiary details. At your request, the recipient details were updated and the transfer was reprocessed.  
  

  When we received your report that the money was not received, our team reached out to the partner bank to investigate the status of the transfer and confirmed that the funds were paid to the recipients Savings account. Beneficiaries In ****** have two types of accounts(saving or checking) linked to the same account number; however, beneficiaries sometimes are not aware of this. In most cases, beneficiaries are only monitoring their checking account. 
  

  Although we have confirmed that the funds were paid, we have manually reversed the transfer and initiated cancellation. The credit should reflect to your account within ten banking days. Please note that we may require the recipients savings account statement in the future to validate the claim should we receive the same report.

  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: 11/07/2022

   
  Better Business Bureau:
  
  Hello, 

  Regarding the response that I got from Remitly, I will be waiting for my refund in 10 banking calendar days. However, I would like to state that I have never made any updates on my account or the destination profile, and I have transferred money to this and other profiles several times before and even after the incident, so the problem was on Remitly's side. If I don't get the full refund in 10 banking calendar days, I will be back complaining and seeking for my refund.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/28/2022

  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.

  Oct 26,2022 at 1:46am I received an email from Passbook stating that my Passbook account at my email address has been temporarily suspended to protect me and my money. Then it asked the question: What should you do?Reply to this email with a photo of yourself holding an unexpired government-issued photo ID (as shown in the illustration below). Make sure the photo includes all four corners of the document and that the document is not folded or creased. This helps us verify that your account hasnt been compromised. Once we receive it, you will hear back within 3 business days about the next steps.We're constantly improving our systems to protect your account, and with your help we can clear this up.Always a reply away,Passbook I knew this had to be a scam so I deleted the email. I have now saved it as proof so I can file a complaint with you all. I have never heard of Passbook. I had to ****** them to see who they were. Then yesterday, I checked my mail and I have a debit card with my name on it from this company. Now I am horrified because of the email I received and now the debit card coming in the mail from a company I never heard of, much less every reached out to. Someone must have used my name, address and email address. This is ID theft so the company needs to know this and delete my name and information from their database. Please let me know what I need to do to resolve this issue.

  

  Business Response

  Date: 11/06/2022

  
  November 06, 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 October 20, 2022, a Passbook account* was opened under the name of *****************************, using a Social Security Number (SSN). The identity information was verified through an electronic database matching the Address, Date of Birth, Name and SSN. 

  
  On October 25, 2022, as a result of our internal fraud controls, this account was flagged for a manual review by our fraud team. The fraud team investigated the Passbook account, and after the investigation, the account was suspended due to suspected fraud. The account owner was required to provide additional identity verification documents. However, the customer did not respond to this request. 

  
  Shortly thereafter, we received this complaint and on November 1, 2022, proceeded to close the account. No transactions were made or attempted in the account.
  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.

  Customer Answer

  Date: 11/06/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/28/2022

  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.

  The business committee to transfer an amount of ******us dollars from US to ****************** on 10/21/2022, 7 days later I'm still waiting for a response, the money disappears, their customer service every time I contact them, they just give me excuses and not solve the issue. Transaction #R72385533019

  Customer Answer

  Date: 11/03/2022

  My complaint has been solve by the provider Remitly.

• Initial Complaint

  Date:10/27/2022

  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.

  On October 7 2022 Remitly charged my bank account $499. This was an unauthorized transaction. I do not currently have an account nor have I ever had an account with Remitly. I was able to speak over the phone with someone from Remitly and was told that they were aware that it was fraud and that they do not have the ability to refund my bank account.

  

  Business Response

  Date: 11/02/2022

  ****** Best
  1922 ***** Road, ******************************************** - *************
  Phone Number: ***************
  Email address: ******************** 
  

  Date: November 1, 2022
  

  Re: BBB Complaint 18319950
  

  Dear ****** Best, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on October 27, 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.
  

  We identified the transaction related to the reported charge of $499 on October 7, 2022. Based on the result of our investigation, we have refunded the payment and depending on your card issuer, the credit will reflect in your account within seven to 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 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: 11/02/2022

   
  Complaint: 18319950
  
  I am rejecting this response because:
  Taking to long to return my money They just keep on giving excuses and feel the money should be returned immediately 
  Sincerely,
  
  ****** Best

• Initial Complaint

  Date:10/21/2022

  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 Remitly money on 10/3/22 in the amount of $165 to be given to ***************************************** with a Reference # R70312644636 to be delivered by *****. She was having problem retrieving this money and so I called Remitly at ************ on 10/4/22, 10/9/22, 10/11/22 & 10/13/22. During those time they said they will follow up and expedite my request so my recipient will get her money which was supposed to be there within hours and now it has been days, I called and waited patiently and at the end I wanted to get a refund and still they said to wait to 48 to 72 hrs. I got sick and was not able to follow up again and still up to now I have not received any update by mail, email, phone calls, etc. Each time I called there was no email to support my inquiries. My family needed that money asap but up to now I have not receive any refund to send them since I been waiting for this to be returned to my bank to resend it again (with another company). They have my email and phone number but no response. Please assist me in getting my money back which is causing hardship and frustration to me and my family. Your assistance in this matter is greatly appreciated.

  

  Business Response

  Date: 10/27/2022

  *******************************
  11918 ***************
  ********, ** 90605
  Daytime Phone: **************
  E-mail: ************************
  

  Date: October 28, 2022
  

  Re: BBB Complaint 18295003
  

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on October 21, 2022. Thank you for bringing your recent experience to our attention.  
  

  We have reviewed your account and found a transaction in the amount of $165.00 with reference number R70312644636 that was submitted on October 3, 2022. Almost immediately, our partner confirmed that the funds were released to the intended beneficiarys GCash account. 
  

  When you reported that the recipient cannot access their GCash account, a member of our Escalations team reached out to the recipient to extend assistance. The recipient confirmed that she is having issues with the two step verification process to reset her password. We understand the urgency of getting the funds back, hence although the funds are confirmed deposited, our team manually reversed the transfer and initiated cancellation. The payment has been refunded and should be posted to your account within ten banking days. Our team also asked the partner to recall the money from Gcash. 

  We would like to reiterate that once the money is deposited into the recipients account, cancellation is no longer an option. Recipients should work with their provider to gain access to their account.
  

  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: 11/02/2022

   
  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.
  
  Sincerely,
  
  *******************************