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:03/17/2025

  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.

  On 3/17/25 a company called Remitly **** took $950 from my checking account. I do not have an account with **********************. I have never heard of them. I contacted my bank and they indicated it was an ACH transfer to an individual.

  

  Business Response

  Date: 03/17/2025

  **** *******
  OH  44147
  Daytime Phone: **************
  Email: *******************************
  
  Date: 03/17/2025
  Re: Complaint Number 23075012
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB), dated March 17th, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported an unauthorized charge of $950 on March 17th, 2025. We understand how concerning this situation is, and we sincerely regret any inconvenience this has caused you.
  
  We appreciate you providing us with the amount to locate the charge; however, we could not find it due to insufficient information. We advise you to contact your bank to report the unauthorized charge. 
  
  In cases where you are unable to provide the necessary information to help us locate the account or transaction, such as a registered account name, email, or transaction reference number, we recommend filing a chargeback request with your bank. The process is as follows:
  
  Once you initiate a chargeback, your bank will submit it to Remitly.
  Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  We understand the financial burden this situation has caused and encourage you to continue working with your bank to resolve this matter as quickly as possible.
  Lastly, if you suspect that you are a victim of identity fraud, we encourage you to seek assistance from your local law enforcement agency.
  
  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 ************** or you can email us at us-*********************************** referencing the BBB complaint number: 23075012.
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23075012
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/13/2025

  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.

  I had no idea why this company took funds from my account. I don't have any account with ********************** business at all. I contacted my online found bank account as well as their customer support. ********************** representative told me that they can't provide me with any email or visible additional information. My bank support suggested that I submit it with this organization for a refund.

  

  Business Response

  Date: 03/17/2025

  ******* *******
  ****************************************; Beach Park, 
  IL  60083
  Daytime Phone: **************
  Email: ***********************************
  
  Date: 03/17/2025
  Re: Complaint Number 23059699
  
  Dear *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated March 13, 2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported an unauthorized charge of $2,060 on February 28th. We understand how concerning this situation is and sincerely regret any inconvenience caused.
  
  After reviewing our system, we confirmed that you contacted us on March 11, 2025, regarding this issue. We appreciate the details you provided to help us locate the charge. We found the associated profile and have suspended it to prevent future use of your card. For security reasons, we are unable to share further details of the case.
  
  To resolve this matter, we recommend filing a chargeback request with your bank. The process is as follows:
  
  Initiate the chargeback with your bank, which will submit it to Remitly.
  Upon receiving the chargeback, we will immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  If the chargeback is valid, the funds will remain with you. If deemed invalid, we will contact you to recover the refunded amount or escalate the issue with your bank as necessary.
  We understand the financial burden this situation has caused and encourage you to continue working with your bank to resolve the matter as quickly as possible.
  
  Lastly, If you suspect that you are a victim of identity fraud, we encourage you to seek assistance from your local law enforcement agency.
  
  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 ************** or you can email us at us-*********************************** referencing the BBB complaint number: 23059699.
  
  Thank you.
  
  Remitly, Inc.
  

  Customer Answer

  Date: 04/01/2025

  Hello, I spoke with one of your representatives and was told to contact you about this matter. I have had a 3 way phone call with my ********** representative and a Remitly company representative. They were told they can refund my funds to the bank. Once again, this is the 3rd time they said that they will escalate the case and respond within ***** hours. They never responded and now I don't know what else to do. I've been told untrue statements from Remitly repeatedly and I am in dire need for the return of the funds stolen from my account. Please help me out with this ?? 
  Sincerely,
  ******* Stewart 

  

  Business Response

  Date: 04/08/2025

  ******* *******
  ****************************************; **********, 
  IL  60083
  Daytime Phone: **************
  Email: ***********************************
  
  Date: 04/08/2025
  Re: Complaint Number 23059699
  
  Dear *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated April. Thank you for your continued follow-up and for letting us know that you did not accept our previous response. We sincerely regret your experience and understand how distressing this situation has been.

  After carefully reviewing your interactions with our team, we confirmed that you were advised to contact your bank. While we regret any miscommunication, we want to clarify that for unauthorized transactions, the most effective and secure resolution is to initiate a chargeback through your financial institution.
  
  Once your bank submits the chargeback request to us, we will fully cooperate with their investigation. We understand this may not be the resolution you were hoping for; however, this is the appropriate process to pursue. Your bank will provide a final decision once their review is complete.
  
  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: 04/24/2025

  Everything they have said is untrue statements because they never called me back. Each time I have spoken to their representatives I was told my case was being escalated and I would receive a phone call within ***** hours. It's never happened after 4 different times. I have not received anything in writing except from the beginning of my case. I did a 3-way phone call with them as requested and they were told to refund my money. It's just a big run around over and over again.

  Customer Answer

  Date: 05/13/2025

  I have sent you all of the correspondence from my former banking institution. They decided not to keep my account open and it's because of the Remitly Company transaction. I don't know what else to do because they haven't responded to any of my own concerns. The resolution has not been made as of today 

  

  Business Response

  Date: 05/15/2025

  ******* *******
  *********************;
  Ct  **********, *******; 60083
  Daytime Phone: **************
  Email: ***********************************
  
  Date: 05/15/2025
  Re: Complaint Number 23059699 
  
  Dear *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated May 13, 2025. We understand how distressing it must be to have your bank account closed and to feel unsupported during this time.
  
  We have thoroughly reviewed the information you provided, along with our previous correspondence. While we understand this is not the resolution you were hoping for, we want to reiterate that our position remains the same.
  
  As previously explained, we are unable to issue a refund directly. In these situations, the resolution must come through your banking institution. If your former bank believes the transaction was unauthorized or problematic, they are the appropriate party to initiate a chargeback. Once the chargeback is filed, they may contact us directly, and we will fully cooperate with them to support the process.
  
  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: 05/15/2025

   
  Complaint: 23059699
  
  I am rejecting this response because:
  I haven't had a resolution that is correct in any way.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/12/2025

  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 had transferred money of $1500 to my aunt for an emergency and the money has not been received in over two weeks even though they said that the money transfer would be completed within 30 minutes as advertised I have submitted all information and ID of beneficiaries and nothing is done

  

  Business Response

  Date: 03/12/2025

  ***** ******
  ************************************
  Daytime Phone: **************
  Email: ****************************
  
  Date: Mar 12, 2025
  Re: Complaint Number 23054051
  
  Dear *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 03/12/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you reported that you sent transaction *********** in the amount of $1,500 to your aunt for an emergency. You mentioned that our app indicated the funds would be delivered within 30 minutes, but we requested additional information, including your beneficiarys **. As of today, the transaction had not been completed, and you now wish to cancel it.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Your transaction was submitted on February 24, 2025, but it was placed under a mandatory review process required by our partner. As part of this review, we requested that you complete a verification form and provide a clear image of both the front and back of your beneficiarys **.
  
  On the same day, you completed the form and submitted the *** but we only received the front side. The back side of the ** was received on March 12, 2025. Following our call with you today, and per your request, we have initiated the cancellation and requested the reversal of funds.
  
  As discussed during our phone call, the refund will be processed, and you can expect to see the funds back in your account within 10 business days, depending on your banks processing time.
  
  As a gesture of goodwill and appreciation for your patience, we have added a $10 credit to your Remitly account, which will be automatically applied as a discount on your next transaction. Additionally, your next transfer will be free of fees.
  
  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:03/08/2025

  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.

  I had an unauthorized charges on my debit card dated 3/7/2025, for $1,500 from REMITLY *** DES: REMITTANCE. The transaction is linked to an individual named ***** Aviles ******** *** whom I do not know, and I have never conducted any business with Remitly. This is concerning, and I need assistance to resolve this issue.

  

  Business Response

  Date: 03/12/2025

  **** *****
  PO BOX 47258  *******, *******; 98146
  Daytime Phone: **************
  Email: *****************************
  
  Date: March 12, 2025
  Re: Complaint Number 23038562
  
  Dear Ayla,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB), dated March 8, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that you had unauthorized charges for $1,500 on March 7. We understand how concerning this situation is, and we sincerely regret any inconvenience this has caused you.
  
  After reviewing our system, we verified that you contacted us on March 10, 2025, to report this situation. We appreciate you providing us with all the details to try to locate the charges; however, we could not find them. We advised you to contact your bank to report the unauthorized charges. We want to assure you that we have conducted a thorough review of your case.
  
  Upon investigation, we were unable to locate an account linked to your information or the described situation. In this situation, where you are unlikely to have the required information to help us locate the account or transactions, such as a registered account name, email, or transaction reference number, we recommend filing a chargeback request with your bank. The process is as follows:
  
  Once you initiate a chargeback, your bank will submit it to Remitly.
  Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing. If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  We understand the financial burden this situation has caused and encourage you to continue working with your bank to resolve this matter as quickly as possible.
  
  Lastly, if you suspect that you are a victim of identity fraud, we encourage you to seek assistance from your local law enforcement agency.
  
  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 ************** or you can email us at us-*********************************** referencing the BBB complaint number: 23038562.
  
  Thank you.
  
  Remitly, Inc.
  

• Initial Complaint

  Date:03/07/2025

  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.

  This complaint is about Remitly. I do not have an account with them but on 3/3/25 and again on 3/6/25 they made unauthorized withdrawals from my bank account, totaling almost $12,000. I have contacted my bank and they are investigating but I also wanted to file this complaint. I attempted to contact Remitly but they were not helpful.

  

  Business Response

  Date: 03/11/2025

  ******** **********
  , CT 06410
  Daytime Phone: **************
  Email: *****************************
  
  Date: March 11, 2025
  Re: Complaint Number 23033015
  
  Dear ******** **********,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 3/7/2025. Thank you for bringing your recent experience to our attention.
  
  You reported that on March 3, 2025, and again on March 6, 2025, unauthorized withdrawals totaling almost $12,000 were made from your bank account through **********************, even though you do not have a Remitly account.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your case.
  
  We kindly ask you to file a formal chargeback request with your bank. The chargeback process works as follows:
  -Once you initiate a chargeback, your bank will submit it to Remitly.
  -Upon receiving the chargeback, we immediately return the disputed funds to your bank, granting you provisional funds while the investigation is ongoing.
  -If the chargeback is valid, the funds remain with you. If deemed invalid, Remitly will contact you to recover the refunded amount or escalate the issue with your bank if necessary.
  
  Once your bank processes the dispute and submits the chargebacks to us, we will collaborate with them to investigate further. Please note that your bank will ultimately be responsible for providing you with the final outcome of their investigation.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  
  Thank you.
  
  Remitly, Inc.
  
  
  
  

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as my bank is able to work something out with Remitly so that all funds are restored to me.  I have already contacted my bank regarding the fraudulent transactions and they have taken measures to investigate.   I will contact them again to tell them the response I received to this complaint and to urge them to recoup all the money that was taken.  So far I have only gotten half back.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:03/06/2025

  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.

  Someone signed me up for an account on this website fraudulently and started sending money under my name, email, phone number and a previous mailing address. I called and they told me they could only delete the account if I provided my birthday to them. I objected to this as it's my personal information and I did not consent for it to be provided to begin with as I did not sign up for the account. There was not an email asking me to confirm my identify or confirm anything and the fraudulent person was able to continue using this account without any verification from me, but I could not delete it without providing information. I find that unacceptable and very upsetting as a customer. They then advised me that it was my fault for providing my personal information to someone, when I did not do that to begin with.

  

  Business Response

  Date: 03/07/2025

  ******** ******
  ***************************************************************************************************************
  Daytime Phone: **************
  E-mail: *********************************
  
  Date: Mar 7, 2025
  Re: Complaint Number 23032291
  
  Dear Brittany,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 03/07/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that  a Remitly account was fraudulently created under your name and personal information, including your email address, without your consent. Please know that we take these matters very seriously.
  
  Upon investigation, we confirmed the existence of an account under your email address. As part of our commitment to security, we have deactivated the unauthorized profile and implemented additional security measures to prevent further unauthorized use of your information.
  
  Following your phone call with our Customer Protection Team, we took immediate action to address this issue and prevent bad actors from using your email address to create accounts in the future. Your security and privacy remain our top priorities, and we continuously work to strengthen our processes to protect our customers from fraudulent activity.

  We sincerely regret any distress or inconvenience this situation has caused and appreciate your patience as we worked toward a resolution. Should you have any further concerns or require additional assistance, please dont hesitate to contact us.

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23032291
  
  I am rejecting this response because:

  a) When I spoke to the customer service agent, they told me there was not a way to prevent my email from being reused and continually told me I need to be careful giving out my information to people. I did NOT give my information to anyone, and I found this to be a very unprofessional and an inappropriate response. They were also frustrated with me for being hesitant about sharing my birthday, and I felt pressured to do so in order to close a fraudulent account that I did not create to begin with. I was on the phone for nearly 30 minutes trying to close this account I did not create.

  b) I did not get a confirmation that the fraudulent account was closed via email even though I was told by the customer service agent I would receive that. I also expressed to them that I did not receive it in the call.

  c) Why is someone able to create an account in my name, using my information, and immediately start sending payments without any 2FA confirmation from my phone number or email address? 

  d) I was very upset that I was required to provide my personal information to close an account I did not create. I never consented for my information to be used, and it's uncomfortable to share this information when I did not create the account. I was also calling from the phone number listed on the account, and I have access to the email used on the account. Why were none of those methods able to be used to confirm? 

  I understand that my money was not used to send these funds, but I found the customer service to be lacking and very unprofessional, continually acting like it was my fault for sharing my information to some random person - which I did not do purposefully. If the call was recorded, I invite someone to review it as I expressed my concerns multiple times from telling them I did not want to share my birthday, that I needed confirmation of account closure, and that I wanted my email address blocked from future use, etc.

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

• Initial Complaint

  Date:03/05/2025

  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.

  I checked my checking account today and saw that an unauthorized payment to Remitly for a total of $5920 on 3/4/25 was posted. I did not ever give permission to this company nor any individual for this transaction. I never use my debit card and my bank informed me my debit was never used. They said it was a wire transfer done by getting my account number and routing number. I am not use how that is possible since I am the only one that knows my bank login.

  

  Business Response

  Date: 03/13/2025

  ******* **********
  ****************************, 
  ******************** US
  (718) 213-889
  ****************************

  
  Date: March 13, 2025
  Re: Complaint Number 23023003

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

  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB) dated March 5, 2025. Thank you for bringing your recent experience to our attention.

  
  In your complaint, you reported unauthorized transactions totaling $5,920, stating that you were charged on your bank account without authorization and that you have no affiliation with Remitly. You have requested a full refund and a prompt resolution of this matter.
  We understand how concerning this situation has been and have conducted a thorough review of your case.

  
  Findings from Our Investigation:
  -On March 3, 2025, a Remitly profile under the name ******* ********** was created.
  -A total of $5,920 was loaded into the profile wallet, and a $5,900 transfer was initiated and completed within minutes.
  -Our investigation confirmed that while the identity details used in the profile matched your information, the contact inputs were not associated with you.
  -Given these findings, we classified this as a fraudulent account, suspended the fraudulent profile, and flagged the remittance accordingly.

  
  Action Taken:
  -The fraudulent profile has been permanently suspended to prevent further unauthorized use.
  -A recovery request was submitted to our partner bank; however, since the remittance was completed, fund recovery is not guaranteed.
  -On March 13, 2025, we attempted to contact you via phone to discuss resolution options but were unable to connect. An email was sent requesting your preferred contact method to proceed with one of the available resolutions.
  

  Resolution Options:
  We acknowledge the impact of this unauthorized transaction and remain committed to assisting you. We are offering the following resolution options:
  -Bank Dispute: You may file a dispute with your bank for the unauthorized charge. Remitly will fully accept the claim as a loss and cooperate with the dispute process.
  -Direct Refund: If you prefer not to file a dispute, we are prepared to process a refund of the disputed amount directly to your preferred bank account.
  

  To proceed, please confirm which option you would like to pursue at your earliest convenience. An email has been sent to your registered contact information for further coordination.
  

  We appreciate your patience and cooperation as we work toward a resolution. Please let us know how you would like to proceed.
  

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  Remitly, Inc.

  
  

  Customer Answer

  Date: 03/13/2025

   
  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:03/04/2025

  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.

  March 3, 2025 I sent 2 transactions to the *********** through Remitly. I've been using them for over 2 years. I have businesses in the *********** managed by my son. I used to send bigger amounts as investment. Anyway, on March 3 night, I sent P5000 to a friend of mine whom I would ask to check on my house. After I sent, their website said need to answer some questions as part of their review then they'll review it and the process would take 2 hours. In the morning I checked the money I sent, it was still under review. Past midnight still under review. Also, this time I sent P2700 to my ***** for my monthly payment of a burial lot. It wwnt to under review also so I called customer service. Had to wait cuz it said they were busy. 5min after somebody answered my phone call. I'm sure not an American cuz the accent and pronunciation of the English language was difficult to understand. Then she passed me to another ***** whom she said could resolve my problem so I had to wait again. This time it was already almost 1am. I waited patiently but already frustrated. The second ***** spoke better English but I could tell a Filipino. Of course, I had to tell again about my complaint. I was told again that the review is part of their policy. I told him why the 2 hours waiting as was told in the website became over 24 hours. He said because we have to get more information from you. I said, why then I wasn't told then. So this time I was already upset cuz the receiver of the P5000 I sent needed the money to buy medicines for her baby who has infected belly button. This ***** repeated again about their review policy. I got fed up of his arrogance as if no concern of my complaint. I said it's stupid that the 2 hours review went to over 24 hours. This time my tone of voice was louder. This ***** gave me a warning that they don't tolerate profanity words. I said, in ******* when one said about the system or process being stupid...it's not profanity then he hanged up on me.

  

  Business Response

  Date: 03/05/2025

  ****** ******
  ********************************************************************************
  Daytime Phone: **************
  E-mail: ****************************
  
  Date: Mar 5, 2025
  Re: Complaint Number 23017652
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 3/4/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that there was an unexpected delay in processing two transactions sent on March 3, 2025, to the *********** through Remitly. Despite the website indicating that the review process would take two hours, both transactions remained under review for over 24 hours without prior notice that additional information was required. This delay caused significant distress, particularly because one recipient urgently needed funds to purchase medicine for a baby. 
  
  You claim that when you contacted our customer service, you experienced long wait times. The call was then transferred to a second ****** who reiterated company policy without addressing the urgency of the situation. Frustrated by the lack of resolution and empathy, you claim you raised your voice, after which the agent issued a warning about profanity and disconnected the call, leaving the issue unresolved. 
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  Upon review, we noticed that both transactions were canceled, and we understand that this process was unexpected for you.
  
  As a regulated financial institution, we are sometimes required to verify our customers identity through documents or security questions. We acknowledge that this process can feel personal, but please know that our top priority is protecting your information and ensuring the security of your transfers.
  
  Regarding your interaction with our associate, we regret that it did not meet your expectations. We take customer feedback seriously and are committed to continuously improving our service. We have reviewed your concerns and shared feedback with the relevant teams to enhance how we handle every interaction with our customers.
  
  Additionally, we attempted to reach you by phone to address this matter personally and gather your feedback, but unfortunately, we were unable to connect. Please rest assured that we have actively worked on this issue and remain focused on improving our processes.
  Moving forward, please be aware that any future transactions may still be subject to review as part of our compliance with financial regulations and to ensure that our policies are being followed. If you have any questions or need further clarification, please dont hesitate to reach out.
  
  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:03/03/2025

  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.

  To Whom It May Concern,I am writing to formally address the suspension of my Remitly account (associated with the email address ************************ which occurred on March 03, 2025.Attached is my demand letter detailing the immediate actions required to resolve this issue. I expect prompt attention to this matter, or I will be forced to pursue further action.Regards,Ans ****** **************

  

  Business Response

  Date: 03/09/2025

  Ans ******
  *************************************************
  **************
  *************************

  Date: March 7, 2025
  Re: Complaint Number 23011439 

  
  Dear Ans ******,

  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB) on March 3, 2025. Thank you for bringing your concerns to our attention.

  
  In your complaint, you reported that your Remitly account (associated with email: *********************** was suspended without prior notice, causing inconvenience. You have requested a full explanation for the suspension and reinstatement of your account so you can continue using our service.

  
  We understand your concerns and have conducted a thorough review of your case.

  
  Findings from Our Investigation

  
  As a regulated financial services provider, Remitly is required to implement compliance measures to prevent misuse of our services and ensure security. These measures are applied consistently across all customer profiles and transactions.

  
  Our records indicate that your account was suspended due to a violation of our User Agreement. Specifically, we identified factors that required us to take this action in alignment with our compliance policies.

  
  -In November 2022, a review took place on your profile and weve found an unverified payment method (card ending in 5317).
  -You initially stated the card  belonged to you and your mother, but later clarified that it was not a joint account and re-added it under your name.
  -In August 2024, your account was reinstated after providing the required bank statement for the previously under-reviewed payment method.
  -On March 3, 2025, your account was suspended again due to an attempt to use Remitly for business purposes within the profile used for personal use, which violates our policies.
  -During our recent conversations, you confirmed that you no longer intend to use Remitly for business transactions and only wish to send funds to family members in ******** using your own verified payment methods.
  

  Action Taken
  -We reviewed your case and verified the legitimacy of your new payment instruments. We appreciate you submitting your bank statement.
  -You agreed to provide additional documentation to confirm ownership of your new payment method.
  -Following our review and your cooperation in submitting the requested documents, we have successfully reactivated your Remitly account.
  -As a gesture of goodwill, we have also applied a $20 discount to your account.
  

  Resolution
  

  Your Remitly profile has been reinstated, and you may resume using our services for personal remittances. Please note that all remain subject to our compliance policies and periodic reviews transactions 
  

  We appreciate your cooperation in resolving this matter. If you have any further questions or require clarification, please let us know.
  

  Best regards,

  Customer Answer

  Date: 03/09/2025

   
  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,
  
  Ans ******

• Initial Complaint

  Date:02/28/2025

  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 was scammed into sending not just $2,000 via Remitly but $9,500 to this person whom I do not know.I received an email that appeared to be from Norton, and upon checking my bank account, I noticed a charge exceeding $400 payable to Norton. The email instructed me to call a provided number to cancel the transaction and request a refund, which I proceeded to do. During the call, I was informed that an error had occurred, resulting in them sending me $10,000, and I was instructed to withdraw this amount from my account and return it to them via Bitcoin. After taking a moment to calm down and thoroughly review my account, I discovered that they had actually withdrawn $10,000 from my savings and transferred it to my checking account, falsely claiming it was sent to me by mistake. As a 70-year-old, that $10,000 represented my entire emergency savings. They then stole another $2,000 via Remitly to the person listed below without my authority.Transaction Reference No.: R52103090553 Submitted On: 01/21/25 10:45AM PT Beneficiary: Kaishari Begum Dispute Amount: $2,000.00 Payment Information: **** ending in 7247 [debit]

  

  Business Response

  Date: 02/28/2025

  ****** ********
  **********************************************************************************************; 08831
  Daytime Phone: (908) 528-168
  E-mail: *****************************
  
  Date: Feb 28, 2025
  Re: Complaint Number 23002259
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 02/28/2025. Thank you for bringing your recent experience to our attention.
  
  Based on your complaint, you reported that you were scammed into sending a total of $9,500 to a fraudster, including $2,000 via Remitly.
  
  You mentioned receiving an email that appeared to be from your bank, claiming you were charged over $400 and instructing you to call a provided number to request a refund. During the call, the scammers tricked you into believing they had mistakenly sent you $10,000 and directed you to return the funds via *******. Additionally, you stated that $2,000 was sent via Remitly to Kaishari *****, which you later disputed with your bank.
  
  You claim that this total of $10,000 served as emergency savings, and you are seeking a refund for the $2,000 related to the transaction R52103090553 processed via Remitly, which you disputed with your bank.
  
  We acknowledge how challenging and frustrating this situation must be for you, and we want to assure you that we have conducted a thorough review of your cases.
  
  After thoroughly investigating your case, we confirm that we received a dispute for transaction R52103090553 on February 8, 2025. When you filed the dispute with your bank, they should have provided you with a provisional credit for the disputed amount.
  
  On February 20, 2025, we accepted the dispute, meaning we acknowledged the chargeback and the associated debit. As a result, the provisional credit issued by your bank serves as the refund for this transaction. Since the dispute was resolved in your favor, your bank is responsible for communicating the final outcome to you.
  
  Additionally, after reviewing your account activity, we identified behavior that violated our User Agreement, which resulted in the suspension of your account. Due to internal policies, we are unable to provide further details on this decision. However, our User Agreement, available on our website, outlines the terms and conditions governing the use of our services.

  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  Thank you.
  
  Remitly, Inc.

  Customer Answer

  Date: 03/03/2025

   
  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,
  
  ****** ********