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:08/31/2022

  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.

  Sent Money Thru Remitly and they called to take bank statements. And ******************** was very rude. They ended up blocking my account after. Worst Company Ever . Dnt use it ANd worst people working for this company

  

  Business Response

  Date: 09/10/2022

  ***********************
  57556 ********************
  ****************, ** 92277
  Phone: **************
  E-mail: *********************
  
  Date: September 10, 2022 
  
  Re: BBB Complaint 17809162 
  
  Dear ***********************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 31, 2022. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you outlined security concerns regarding your suspended account as well as your experience with our customer service. 
  
  We have reviewed your account and found that our **************** team requested personal information, as part of our verification and security procedures for applying to a higher sending limit. 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.
  
  After an in-depth review of your case, our Escalations team decided to reinstate your Remitly account and approve your sending limit to Tier 2. You may now log in to your Remitly account and start using our services again with the updated sending limit. 
  
  We would like to mention that we are now reviewing the feedback that you have sent about your recent experience with our customer service. Please know that we do not tolerate such kind of behavior and we will definitely use your feedback to prevent this from happening in the future. 
  
  As a gesture of appreciation for your patience while our team investigated your concern, we have added a $20 discount and a free transaction fee promo 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 on **************.
  
  Thank you,
  
  Remitly, Inc.
  

• Initial Complaint

  Date:08/30/2022

  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.

  Recipient: *********************** Transfer No.: R48 821 218 718. DELIVERED. Rs37,844.00 Dear *****, We have confirmed funds were deposited to your recipient's *********** account. Your transaction is complete and we hope to see you again.ARRIVAL TIME Aug 29, 2022 10:19 PM PDT. (Aug 30, 2022 10:19 AM PKT)Recipient: *************************** Transfer No.: R25 435 345 728. DELIVERED. Rs610,764.00 Dear *****, We have confirmed funds were deposited to your recipient's Bank *************** account. Your transaction is complete and we hope to see you again.ARRIVAL TIME Aug 29, 2022 5:48 AM PDT. (Aug 29, 2022 5:48 PM PKT)

  

  Business Response

  Date: 09/09/2022

  *********************;
  10245 blossom ************************* ** 95757 
  Phone: ************** 
  E-mail: *********************** 
  
  Date: September 9, 2022 
  
  Re: BBB Complaint 17802542 
  
  Dear *********************, 
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 30, 2022. Thank you for bringing your recent experience to our attention.
  
  We have reviewed your account and found two transactions amounting to $175.00 with reference number R12081656216, submitted on August 23, 2022, at 6:54 PM PT and $2800.00 with reference number R25435345728, submitted on August 24, 2022, at 9:50 AM PT. On September 5, 2022, at 9:19 PM PT, our partner bank confirmed that the funds for the transaction with reference number R12081656216 was released to the intended beneficiary account. The funds for the other transaction with reference number R25435345728 were released on August 29, 2022, at 4:48 AM PT, as confirmed by our partner bank.
  
  When you reported that the funds were not received by the recipients, our team reached out to our partner bank to investigate the status of the funds. While our Escalations team worked with our partner bank to trace the funds, we canceled the transactions and refunded the payment. Please allow seven to ten business days for the credit to be posted to your account. 
  
  In hopes of compensating for the delay, we have provided a free transaction fee promo to your Remitly account which can be used on your next 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 on **************.
  
  Thank you,
  
  Remitly, Inc. 
  

• Initial Complaint

  Date:08/25/2022

  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.

  Remitly took $499.00 from my bank account. I have no idea how they gained access to my account, I've never had an account with them before.

  

  Business Response

  Date: 09/02/2022

  ***********************
  6140 ************* #2B
  *******, ** 60659
  Daytime Phone: **************
  E-mail: *************************

  Date: September 2, 2022

  Re: BBB Complaint 17767095 
  

  Dear ***********************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 25, 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. We have identified the reported unauthorized charge of $499.00 and processed a refund. The credit should settle in your account within ten banking days.  
  

  Thank you for letting us know about this issue and we are sorry that you have to deal with this. 
  

  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:08/17/2022

  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 made a money transfer on Remitly on 10th of August and cancelled the transfer so that I can make a payment to a different beneficiary account for the amount of $4520. Money has been deducted from my account two different times, putting my bank account in an overdraft of around ~-2950$. Which put the transaction which I was making to a different beneficiary account on hold due to low balance. Remitly was supposed to refund the money for the transaction made on August 10th and they are not. Whenever I call them up, they tell me to talk to my bank and whenever I talk to the bank, they tell me to talk to Remitly. Now, they asked me to send in my bank statement and I did. I literally have to guide the customer care representatives to SHOW their own company deducting money from my account. Whenever I do, they tell me that they haven't received the money and talk to my bank by one representative and they keep telling me it would take ***** hours by a different representative/ supervisor and it has been way longer than that and I still haven't received my refund. They have put the transaction to the different beneficiary account on hold and refunded that money but not the transaction which I cancelled on August 10th, 2022. This is really upsetting and makes me reconsider the business I do with the company.

  

  Business Response

  Date: 08/27/2022

  ********* Byreddi
  1799 ************************************************************************************** 42101
  Daytime Phone: **************
  E-mail: ***************************************
  

  Date: August 27, 2022
  

  Re: BBB Complaint 17728507 
  

  Dear ********* Byreddi, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 17, 2022. Thank you for bringing your recent experience to our attention.
  

  We have reviewed your account and found the submission of a transaction in the amount of $4520.00 with reference number R38317934327 on August 10, 2022, using your checking account. While we were waiting for the bank to confirm the success or failure of the payment, the recipient details were updated and the transfer was eventually canceled at your request.
  

  When we received confirmation from the bank that the payment was successful, the refund was automatically triggered but was rejected due to an error returned by the bank. A member of our Escalation team reached out to you to discuss the options in receiving your refund. Since you opted to receive the refund to your bank account, we require your bank details to wire the refund.  Sensitive information such as payment methods are encrypted so it's never stored in plain text for someone else to read. 
  

  A member of our Escalations team has reached out to you for the required details to complete the wire. We  are looking forward to receiving the required information so we can process the wire transfer.   
  Again, we appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable.  Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  

  Thank you,
  

  Remitly, Inc.
  

  
  

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received 2 text messages in the last 48 hours saying that Your Remitly transfer of (PHP556.0 first time, PHP4,280. 00 second time) to ******* is now complete. Thank you for choosing Remitly.I have never heard of this company, I do not know a ******* and I did not approve any transfer of funds nor should they have any of my information.

  

  Business Response

  Date: 08/25/2022

  *************************
  110 *********
  ********, ** 56074
  Daytime Phone: **************
  E-mail: ********************
  

  Date: August 26, 2022
  

  Re: BBB Complaint 17720640 
  

  Dear *************************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 15, 2022. Thank you for bringing your recent experience to our attention.  
  

  In your complaint, you outlined security concerns relating to the use of your mobile number. Upon review it was identified that one of our customers registered their contact number incorrectly. Thank you for letting us know about this issue, we are sorry that you have to deal with this. 
  

  Please be assured that we have removed your mobile number on file and you will no longer receive notifications from Remitly. Security is very important to us and we have taken the necessary steps to ensure that this matter is addressed; however, we will not be able to provide specific details on this 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:08/12/2022

  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.

  In conjunction with the complaints I made over the telephone on August 8, 2022 with Remitly representative and the request to suspend the transmittals of the 4 remittances done from my account without my knowledge with the amount posted on my banking account $19.00; $980.00; $1000.00; $1000.00. When I spoke with the Remitly representative 2 transmittal was suspended amounting $980.00 and $1000.00 (for *************************** and *************************** respectively as provided by your representative; I have no transmittal receipts) but the $19.00 and $1000.00 was transmitted. ( according to your representative the amount of $19.00 was sent to *************************** and $1000.00 was sent to *********************** which is quite impossible for me to send him money because he is dead. Died on March 26, 2022) So how and what kind of identification was provided when it was claimed? I did not have the receipts of transmittal on all those transactions.The last official remittance I made was sent to *************************** on June 28, 2022 with the amount of $400.00. The $19.00 and $1000.00 amount my family did not receive because they dont have receipts and didnt get notified. Im requesting further investigation on those transactions done by hackers, not only for my safety, peace of mind, but for safety of your business and the people trusting you with their hard earned money.

  

  Business Response

  Date: 08/20/2022

  ***********************************
  221 ******************
  Staten Island, ** 10314
  Phone: **************
  E-mail: ********************

  Date: August 20, 2022

  Re: BBB Complaint 17447612

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on August 12, 2022. Thank you for bringing your recent experience to our attention.

  In your complaint, you outlined security concerns and reported several unauthorized transactions charged by Remitly. Thank you for letting us know about this issue and we are sorry that you have to deal with this.

  We have identified the four transactions made in the amount of $2999 in total. We have canceled the two transactions amounting to $1000.00 and $980.00 per your request. Since these transfers were not processed, the pending charges on your account will be removed by your bank within a few banking days.

  Our team will work with your bank to settle the dispute you have raised regarding your transaction in the amount of $19.00. The results of the investigation will then be communicated to you by your bank.

  Based on the result of our investigation, we have refunded the payment of $1000.00 for your other transaction to your debit card ending in ****. Depending on your card issuer, the credit will reflect in your account within seven to ten banking days.

  To prevent further activity from reoccurring, we have suspended access to your Remitly profile, and you may create a new account so you can continue using our services.

  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. Please feel free to contact us again if we can be of any further assistance. **************** is available through chat 24 hours a day, seven days a week at help.remitly.com and by phone at ******************.

  Thank you,

  Remitly, Inc.

  Customer Answer

  Date: 08/21/2022

   
  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:08/08/2022

  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 to a consumer that did not receive the agreed upon services. Remitly refused to refund my money, and it's disgusting that they refuse to resolve it. How do I escalate this and get my money refunded?

  

  Business Response

  Date: 08/15/2022

  ***********************
  29035 *******************
  **********, ** 48034
  Daytime Phone: **************
  E-mail: *******************************
  

  Date: August 15, 2022
  

  Re: BBB Complaint 17686926
  

  Dear ***********************, 
  

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

  Upon review it was identified that we received a report from you that you were a victim of a scam. Thank you for letting us know about this issue, we are sorry that you have to deal with this. 
  

  We received a chargeback from your bank and while our team conducted an investigation, we have suspended access to your Remitly account. We have also identified that the reported transfers are legitimate transfers from our website/app which was delivered to the recipient. Our team worked with our partner bank for possible reversal, however, the reversal request was declined by the bank as the reported transfers were completed. 
  

  We are expecting your card issuer to provide us with their decision by September 6, 2022. To continue using our services, you can settle the chargeback with our team by paying the disputed amount or withdrawing the dispute from your bank. 
  

  You may also refer to our User Agreement 5: Important restrictions 3. Commercial Transactions. You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk.
  

  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: 08/16/2022

   
  Complaint: 17686926
  
  I am rejecting this response because:
  

  I simply want a refund. That is all I want at this time. I don't care about all the other stuff. I was a victim of fraud, and as a company, they should be more than willing to accommodate others in this regard, and they have not. I just want my money back for the services I paid for not even being delivered. I told this to Remitly, and nothing was done about it. My complaint stands until I am fully refunded. I will continue to file complaints about this until this is resolved favorably. 

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

• Initial Complaint

  Date:08/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed an unauthorized charge of $998 pending in my bank account to Remitly on 8/4/22, a company I have no account with and had never heard of. I called them and reported this as fraud and that I had not initiated it. They said they already had the money but the recipient hadn't picked it up yet, and would be refunded **** days. They also blocked the account. While on the phone with them, I also got an email that cancelled another charge of $969 Euros, and that indicated the name of the person the money was going to. There were no emails regarding the first charge that went through of $998, that has been stolen from my account. I am very suspicious of this company as they didn't ask for the spelling of my name or try to confirm any details with me regarding the charges or cancellations of the account. Why didn't I get an email regarding the status of the first charge? That it had been initiated or cancelled? Why didn't I get an email that the second charge had been initiated? And as an electronic transfer, there's no reason for it to take **** days, especially, as they say, if it hasn't left the Remitly platform. It's obvious by the number of similar complaints on here that their identification verification system doesn't work. On the same day, I also received 4 different other suspicious emails/texts and phone calls, and the next I received notification that someone was trying to open a credit card. This seems to me to be too coincidental, and am somewhat convinced that this is company is fraudulent, or is too easy for fraudulent people to take advantage of.

  

  Business Response

  Date: 08/16/2022

  ************************************************************************************ 94040
  Daytime Phone: **************
  

  E-mail: *******************
  

  Date: August 16, 2022
  

  Re: BBB Complaint 17684267 
  

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

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

  In your complaint, you outlined security concerns and reported an unauthorized charge by Remitly. Thank you for letting us know about this issue, we are sorry that you have to deal with this.

  We have identified the transaction in the amount of $998.00 which was canceled at your request. Since the transfer was not successfully processed, the funds were returned to your account. We have also suspended access to the reported Remitly profile to prevent further activity from occurring.

  Please be assured that we are taking steps to ensure that this matter is addressed; however, we will not be able to disclose specific details on this matter other than the results of review.

  Know that we take the security of our customers' information very seriously. We use advanced technology and predictive tools to detect unusual account activity before it becomes a problem. We always encrypt sensitive information, such as Social Security Number (SSN) and payment methods, so it's never stored in plain text for someone else to read.

  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: 08/19/2022

   
  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:07/30/2022

  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.

  My husband and I both obtained Passbook by Remitly debit card accounts. I deposit funds from my US bank acct into the Passbook accounts so my husband can withdraw funds in ******, where he is right now, awaiting a ** ***** These accounts are advertised fir immigrants to ***. In mid- July, I deposited $800 From my US bank acct (posted July 22) to his Passbook card. Passbook immediately LOCKED the card and FROZE our funds, then locked MY card as well and froze my funds, they stated that did not have to give us the reason why. I have contacted them by email, chat and telephone MANY times to no avail. At first they asked for selfie photos holding his ID, I sent several of those. Then they said his ID wasnt good enough ( a ****** drivers license and passport both give IDs) and said they required a Mexican ID!! We are NOT Mexican! I am in *******, my husband is in ****** awaiting a ** ***** The cards are advertised to be for immigrants to **! We obtained them by passing all of their requirements, now they say we are locked out permanently with no reason given! They also requested a ****************** ID?? My husband has never stepped foot in the DR!!! *** they say we are restricted forever and can never hold Passport cards again. I have called NUMEROUS times for my funds to be returned,,.NOONE will answer me, .they all ay someone will call me back in 1-2 hoursno one EVER calls back. I have telephones, emails, chatted, asked fir a supervisor,,,no replies, no results EVER, I went on ******** and BBB ti review then and I see this happens ALL THE **** with this company! This is criminal FRAUD, I NEED my funds back! That is MY MONEY, my husband had to sleep on the street the night they locked his card! One email told me they would close the account on September 24th.OVER 2 MONTHS after they received MY FUNDS and then it would be another 24 days to release them.as they take all the interest! I want my funds returned NOW, this is INTERNATIONAL FRAUD! The app wont let me in

  

  Business Response

  Date: 08/09/2022

  Better Business Bureau
  Complaint ** # ********
  
  To Whom It May **************** am writing to follow-up regarding the complaint submitted to the Better Business Bureau and assigned an ** of ********.

  On July 26, 2022, we performed a review to ********************************* Passbook account and our risk team proceeded to reached Ms. **** and requested a selfie ** to validate the account information. At the time the customer was not willing to provide any documentation, therefore the account was suspended until the ** was received.

  On August 4, 2022, we reached again to the customer and explained why we needed the required documentation. This time Ms. **** was happy to assist and sent the required documentation, therefore we were able to unsuspend 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: 08/10/2022

   
  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. Although I must add that the wording of their response is untrue. My husband and I sent MANY photos. There were too many people from Passbook writing for more and more information that made no sense (for example a license from a country we have never been to!!) thankfully, a very kind gentleman took over the case in August 4th and took the time to understand my side and apologized profusely but also explained many things. The outcome was clear for both sides and satisfactory. Hopefully Passbook will now look into situations better.
  
  Sincerely,
  
  **** And *********************************

• Initial Complaint

  Date:07/28/2022

  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.

  An UNAUTHORIZED transaction was deducted (debited) from bank account on 07/27/2022 in the amount of $300.00 by "Remittance Remitly, Inc., 3RFW8H5J"Reference # ********** I have never heard of this company, nor did I initiate or authorize this transaction. I have filed a dispute with my bank and reported this activity as fraud so an investigation can be conducted. I would like my money refunded!!!

  

  Business Response

  Date: 08/07/2022

  ***********************
  20146 ***********
  ******, ** 33928
  Daytime Phone: **************
  E-mail: *******************

  
  Date: August 8, 2022

  
  Re: BBB Complaint 17636253

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

  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 28, 2022. Thank you for bringing your recent experience to our
  attention.

  In your complaint, you outlined security concerns regarding a $300 charge on your account initiated by Remitly. To further our investigation, our team tried to reach you through the phone 
  number you provided, however we only reached your voicemail. And you also mentioned that you have already raised a dispute with your bank to address this matter.

  Our team will work with your bank to settle the dispute you have raised. The results of the investigation will be communicated to you by your bank. Thank you for letting us know about
  this issue, we are sorry that you have to deal with this.

  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.