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:07/27/2022

  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 reported a past fraud from over a year ago to them in order to bring it to there attention.I was a victim of a scam and they immediately canceled my access to my account.They gave me no information, not even a case number. The man I was speaking to never gave me his name just stopped my access and is now denying me service.

  

  Business Response

  Date: 08/05/2022

  *****************
  2314 ***********
  ***********, ** 78207
  Daytime Phone: **************
  E-mail: *******************************
  

  Date: August 5, 2022
  

  Re: BBB Complaint 17633583
  

  Dear *****************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 27, 2022. Thank you for bringing your recent experience to our attention.  
  

  Upon review it was identified that we received a report from you that the person youve been sending money to is not the person they claim they are. Thank you for letting us know about this issue, we are sorry that you have to deal with this. 
  

  Our team conducted an investigation and suspended access to your account. To conclude our inspection and reinstate the account, our team reached out to you to go over some details. However, you opted to discuss the matter via email. 
  

  Should you wish to have your account reinstated, please work with our team to complete the verification required over the phone. This request is 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.
  

  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:07/26/2022

  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.

  I sent a $6000 dollar transfer to a bank account in ***** last month they are saying that it has been delivered but I have sent them bank statements and stuff showing that the money has not been received and they said that will call me back in 24 hours everyday and I have asked for a refund.

  

  Business Response

  Date: 07/28/2022

  ***********************
  ****************** S
  ******, ** 35611
  Daytime Phone: **************
  E-mail: ************************
  

  Date: July 28, 2022
  

  Re: BBB Complaint 17626845
  

  Dear ***********************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 26, 2022. Thank you for bringing your recent experience to our attention.  
  

  In review of your complaint, we determined that the reported transfer was initiated by your wife, *******************. Our Escalations team conducted an investigation and reached out to your wife to remediate the issue. 
  

  Please know that we cannot disclose specific details related to the transfer other than to the Remitly user. Even though we are unable to share additional personal information, please be assured that we have taken care of 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. 

  Customer Answer

  Date: 07/28/2022

   
  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:07/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $400 was fraudulently taken from my bank account. I have never had an account with Remitly, didnt even know it existed until I had money stolen from me. No other fraudulent charges except this company. When I called they tried to tell me they could not locate the account BECAUSE I dont have one. How can a business be in charge of money transfers and not have any security in place to protect peoples bank information. Venmo, cash app, every other mainstream money service requires some sort of verification or ID. This is completely unacceptable.

  

  Business Response

  Date: 07/27/2022

  ***********************
  190 ************ Apt 8
  *******, ** 38112
  Daytime Phone: **************
  E-mail: *************************

  Date: July 27, 2022

  Re: BBB Complaint 17620373 
  

  Dear ***********************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 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. Upon review, it was identified that the reported unauthorized charge of $400.00 did not go through as the transfer was declined by our team. 
  

  Since the transfer was not processed, the pending charge on your account will be removed by your bank within a few 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:07/25/2022

  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 ***** Via Remitly (Ref#R93 752 841 117). Transaction date was on July 20th. My receiver didn't receive the money to their bank account. Although I chose **************** I called several times to Remitly customer service. They said I will receive a call back soon. No one called me. I am unable to understand the customer service agent's accent in English. I desperately in need of help regarding my transaction.

  

  Business Response

  Date: 07/27/2022

  *************************************
  8019 *************
  *****, ** 91708
  Daytime Phone: **************

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

  Date: July 27, 2022

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

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 25, 2022. Thank you for bringing your recent experience to our attention.

  We have reviewed your account and found a transaction in the amount of $1260.00 that was submitted on July 20, 2022, at 5:21 PM PT with reference number R93752841117. On July 20, 2022, at 5:22 PM PT, our partner bank confirmed that the funds were released to the intended beneficiary account.

  When you reported non deposit of the funds to the recipients account, our team worked with our partner bank to investigate the status of the funds. Our partner bank confirmed completion of the transfer.

  Our Escalations team reached out to you to check in and make sure that the funds were received by the recipient in which you have confirmed.

  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 tocontact 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: 07/27/2022

   
  Complaint: 17618597
  
  I am rejecting this response because: please reimburse me with economy rate for this transaction please.
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/22/2022

  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 withdrew $400 from my checking account on 7/21/2022 without my authorization. I have never heard of this company nor have I ever released any of my information, banking or personal to this company. They are using stolen Information to steal money from random people.

  

  Business Response

  Date: 07/27/2022

  *************************
  2504 **********
  ********, ** 66049
  Daytime Phone: **************
  

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

  Date: July 27, 2022
  

  Re: BBB Complaint 17609223 
  

  Dear *************************, 
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 22, 2022. Thank you for bringing your recent experience to our attention.  
  In your complaint, you outlined security concerns regarding a $400 charge on your account initiated by Remitly. To further our investigation, our team requested additional information relating to the charge.

  We understand your reluctance to share additional information and raising a dispute with your bank to address the 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.

• Initial Complaint

  Date:07/21/2022

  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 some money to my Father on the 14th of July using Remitly, i provided all the necessary information needed to send the money. On the 15th, I was told by Remitly that the money has been delivered. I called my father to confirm only to discover that he hasnt received the money. Its been almost a week and I have been trying to get in touch with Remitly but they keep stalling me telling me that they would resolve the issue and call me back but I havent received any call from them. I provided all the necessary information like my fathers bank statement showing he hasnt received the money. I worked so hard in the US to send money to support my father and I feel I have been scammed and cheated of my hard-earned money! Help I would like the department to help me in retrieving my money back. Its a lot of money! Over $2000. Thank you! I just want them to give me my money back. They are a fraud and I wished I saw the bad reviews about them before I sent money through them. I dont understand why they are still operating legally in *****************!!!

  

  Business Response

  Date: 07/27/2022

  **************************************************************************************** 58104
  Daytime Phone: **************
  E-mail: ***********************

  Date: July 27, 2022

  Re: BBB Complaint 17598421

  Dear *************************, 

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 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 $2040.00 that was submitted on July 14, 2022, at 3:15 PM PT with reference number R309774022748. On July 14, 2022, at 11:33 PM PT, our partner bank confirmed that the funds were released to the intended beneficiary account. 

  When you reported that the funds were not received by the recipient, 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 transaction and refunded the payment. Please allow seven to ten business days for the credit to post to your account. 
  

  In hopes of compensating the delay, we have provided a $50 discount 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 at **************.  
  

  Thank you,
  

  Remitly, Inc. 

• Initial Complaint

  Date:07/18/2022

  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 did the Transfer of 333 cad on July 1st to *****( ref no:R68 997 412 567). within few hours got the email that the transfer was completed and the money was deposited in the recepient account. Then after couple days later on july 3rd, I checked with recepient and the money was not there. On July 4th, I called the customer support and was told that they will look into the issue and you will hearback within ***** hours. but nothing after that. Called again on July 8 and was told same that they are working on it and will fix the issue. But again nothing. Contacted again third time on july 15 and agent promised me that she will call the bank tommorrow and will send you update tommorrow. its been two days and i havent heard back from remitly. Not once Have I received any email that they are doing something nor they provide any timeline. Now Its been ********************************* the bank. That money was for family support.

  

  Business Response

  Date: 07/26/2022

  *****************************
  32464 ********************************************************* ******
  Daytime Phone: **************
  E-mail: *********************
  

  Date: July 26, 2022
  

  Re: BBB Complaint 17580915
  

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

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on July 18, 2022. Thank you for bringing your recent experience to our attention.  
  

  We have reviewed your account and found a transaction in the amount of $331.46 that was submitted on July 1, 2022, with reference number R67109533643. Due to a processing issue, our team had to re-route your transfer which generated a new reference number R68997412567. On July 1, 2022, at 9:31 AM PT, our partner bank confirmed that the funds were released to the intended beneficiary. 
  

  When we received your report that the funds were not received by the intended recipient, our **************** reached out to the partner bank to investigate the status of the inward remittance. Our partner bank confirmed that the remittance was processed on July 1, 2022, through NEFT mode with UTR number N182222020873737. Our Escalations team reached out to you to check in and make sure that the deposit was received by the recipient in which you have confirmed.

  As a gesture of appreciation for your patience while our team investigated your concern, we have provided a $10 discount 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 at **************.  

  Thank you,
  

  Remitly, Inc. 
  

  
  

  Customer Answer

  Date: 07/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and just to inform the money was deposited on july 8th not on july 1. Since the money is in the bank I am satisfied 
  
  Sincerely,
  
  *****************************