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: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 After taking a moment to calm down and thoroughly review my account, I discovered that they had actually withdrawn $10,000 from my savings and transferred it to my checking account, falsely claiming it was sent to me by mistake.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,
  
  ****** ********

• Initial Complaint

  Date:02/25/2025

  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.

  I used Remitly to send a $20.00 transfer to ***** ******* (Reference #R63636783680) on February 22, 2025. Despite advertising fast transfers, Remitly paused my transaction without notice, citing a compliance review. Days have passed with no resolution, and customer support has provided contradictory and vague responses that keep shifting the timeline.Each time I contact support, I receive the same scripted excuses with no clear answer about why my transfer is delayed or when it will be completed. I was told my transaction would be resolved within 24 hours, yet this timeframe keeps extending with no accountability.When I asked for written confirmation that my transfer would be completed, Remitly refused to provide it, raising serious concerns about their transparency and reliability. They also refused to disclose what information they are reviewing or when they received it, stating, For security reasons, we cannot share that information. This lack of transparency is completely unacceptable, especially when dealing with financial transactions.I demand an immediate resolution. If Remitly cannot process my transaction within 24 hours, I expect a full refund without delay. I also urge the BBB to investigate Remitly for misleading customers, failing to provide clear communication, and delaying transfers without justification. If my issue is not resolved, I will escalate my complaint to consumer protection agencies and publicly warn others about this companys unreliable service.This experience has been frustrating, unprofessional, and unacceptable. Holding customers money without clear communication is unethical and potentially fraudulent.I will seek further legal action against the company because this is not the first time

  

  Business Response

  Date: 02/28/2025

  ********* *******
  MA 02780
  Daytime Phone: **********
  Email: *****************************
  

  Date: February 28, 2025
  Re: Complaint Number 22986661
  
  Dear ********* *******,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated February 25, 2025. Thank you for bringing your recent experience to our attention.

   Summary of Your Complaint

  You shared concerns about delays in your transfers, expressing frustration over the unexpected wait
  times and the explanations provided. You also requested a detailed review to understand the reasons
  behind the delays and to ensure that the process remains transparent and efficiently handled for a timely
  resolution.

  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. Below is a summary of our findings.
  

  Initiation Transfer
  On February 19, 2025, at 12:11 PM Pacific Time, you initiated a $23.92 transfer to ***** Henriettes
  Orange Money Cameroon mobile wallet (ending in 3516, Reference Number: R34332031933). As part
  of our security measures, the transaction was flagged for review, requiring additional information before
  processing.

  Customer Support Interaction
  ? On the same day, at 12:53 PM Pacific Time: You reached out for an update. Our associate explained the review process and confirmed with you the following information:

  ? Your occupation: Independent contractor.
  ? Source of funds: Employment earnings.
  

  ? The associate also provided guidance on how VPN or hosting service usage can impact
  transaction processing, which you acknowledged.
  ? You were informed that a specialist would review your case and follow up as soon as possible.
  

  Why Your Transfers Were Delayed
  At Remitly, we take security and compliance seriously to ensure safe and reliable money transfers. As
  outlined in Section 9.2 of our User Agreement, we may sometimes delay transactions to verify identity
  and payment details, comply with financial regulations, and prevent fraud and protect our customers.
  We understand that delays can be inconvenient, but these measures are in place to protect your account
  and ensure the safety of all transactions.
  

  Second Transfer
  On February 22, 2025 at 6:37 AM Pacific Time, you initiated a $20.00 transfer to ***** Ngankams
  Orange Money Cameroon mobile wallet (ending in 8224, Reference Number: R63636783680). Similar
  to your first transfer, this transaction was also flagged for review, which required additional processing
  time.

  Final Resolution & Follow-Up
  On February 26, 2025 at 8:46 AM Pacific Time, after completing our review, both transactions
  (R34332031933 and R63636783680) were successfully processed and completed. At 3:39 PM Pacific
  Time, a Complaints Specialist contacted you by phone to confirm whether your recipients had received
  the funds. During the call, you mentioned that you had not yet received confirmation from your
  beneficiaries. To ensure resolution, a follow-up call was scheduled for the next day, which you agreed
  to.
  

  On February 27, 2025 at 3:59 PM Pacific Time, our Complaints Specialist followed up with you by
  phone. You confirmed that ***** ******* successfully received the funds for transaction
  R63636783680. However, you have not yet received confirmation from ***** ********* regarding
  R34332031933. The specialist informed you that we would send a follow-up email and requested that
  you reply once you received confirmation from the recipient. You agreed to this approach.
  

  We truly appreciate your patience and cooperation throughout this process and understand how
  important timely transfers are. As a token of our appreciation, we have added a $50 discount to your
  Remitly account, which will be automatically applied to your next transfer.
  

  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:02/24/2025

  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.

  A scammer who pretended to be from Remitly was able to get information regarding my Remitly account. This scammer then sent money ($2800.00) on line, using my Remitly account.Remitly, a remittance company, proceeded with the transactions, even if I did not make a call to them using my cell phone. Thru the cell phone number, being used, they can validate my identity. Per their e mail, the money will not be sent until I call them.Also, during the time when the transaction was being processed, I was able to open my account on line and I should be able to cancel the transaction; however, the screen was frozen.When I informed them about the fraud, I was reassured by the first ****** that they can credit me back the money in 24 , hours because the money is still at the receiving bank,,*********, but it did not happen. Whenever I I follow-up for update,, all they can tell me is that they are working on it. I found out also that after 4 days, per Metrobank, Remitly, did not even inform them about the fraud transfer.

  

  Business Response

  Date: 03/04/2025

  ********** ********
  ******************;
  ***********, ** 22153
  **************
  *************************************
  
  Date: March 5, 2025
  Re: Complaint Number 22986213
  
  Dear ********** ********,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB) dated February 25, 2025. Thank you for bringing your concerns to our attention.
  
  In your complaint, you reported unauthorized transactions totaling $2,800 (Reference Numbers: R55332657945, R61619356182) made through your Remitly account. You stated that a scammer posing as a Remitly representative gained access to your account, and despite security measures in place, the transactions were processed without your direct authorization. Additionally, you were assured a refund within 24 hours, but this did not happen. You have requested a full refund and a prompt resolution of this matter.
  
  We understand how distressing this situation has been and have conducted a thorough review of your case.
  
  Findings from Our Investigation:
  -Your Remitly account was created on August 3, 2020, and remained active without any reported issues until this incident.
  -On February 20, 2025, two transfers were initiated to a known beneficiary on your profile but with a new bank account. These transactions underwent additional verification, including ID and selfie submission.
  -A verification call was also conducted, during which the sender confirmed their location and the purpose of the transfer. Based on this verification, the transactions were approved.
  -Shortly after, you reported fraudulent transactions, stating that an individual posing as a Remitly representative obtained your personal information, including an OTP, ID, and a selfie.
  -Upon your report, we immediately suspended your profile to prevent further unauthorized activity and initiated a recovery request with our partner bank. However, the bank confirmed that the remittances were successfully deposited, and reversal was not possible.
  
  Action Taken:
  -Your account was suspended to prevent further financial loss.
  -A recovery request was submitted to our disbursement partner, but the funds could not be retrieved.
  -We attempted to contact you twice via phone and sent an email requesting your best contact number and availability to discuss possible resolution options.
  
  Resolution:
  While the compromise of your account occurred due to unknowingly providing your details to the fraudster, we acknowledge that you were assured a refund during your initial contact with our support team. In line with our commitment to delivering on our promises, we will proceed with returning the disputed amount of $2,800.
  
  To facilitate this:
  -Dispute Process with ********** Please confirm if you have already disputed these transactions with your bank. If so, we will fully cooperate in the dispute process.
  -Alternative Resolution: If you have not yet filed a dispute, we would like to discuss options to settle the amount. Please provide us with your best contact number and a convenient time to speak. An email was sent to you requesting for information.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company is always looking 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. Our **************** team is available 24 hours a day, seven days a week at **************.

  Thank you.

  Remitly, Inc.
  
  

   

  
  

  Customer Answer

  Date: 03/04/2025

   
  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.

  However, it was frustrating that they allowed the scammers get away by not informing their partner bank immediately about fraudulent transfer; although Remitly was informed within 10-15min when money were transferred.

  According to the receiving bank, they will hold the deposit as doon as Remitly contacts them. 

  Thank you very much BBB.
  
  Sincerely,
  
  ********** ********

• Initial Complaint

  Date:02/24/2025

  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 create an account on the ********************** website yesterday evening. I entered my debit card information and submitted a transfer of $1000 USD to a friend the ***********. The transaction appeared to go through successfully, and I confirmed with my bank that the transaction is currently pending. I woke up morning to an email indicating that the transaction had been canceled, and that my account was suspended. I went to the Remitly website today, in an attempt to log into determine why my account was canceled, but was not allowed to do so. I initiated a chat with a service representative, and asked to be given an explanation about why my account was suspended and transaction suspended. The first ***** told me that They must follow laws and policies for every country in which they operate. This of course, was not an answer to why my account was suspendedor transaction canceled. So I requested to speak with the supervisor and was transferred to a second ****** who again asked me how they could help me. I requested to know why my account was suspended and why my transaction was canceled. Within a matter of minutes, this representative canceled the chat anddisconnected. This company still has my ******al anddebit card information. They clearly dont have a reasonable explanation for having canceled my transaction of spit in my account, otherwise that wouldve been articulated by one of two people with whom I communicated this morning. In the absence of a justifiable reason to prevent me from sending money to my friend, they instead have canceled The chat, which is unprofessional, but not unexpected from a business like this. At the very least, I want a refund of my $1000, and to have all of my information permanently deleted from their site.

  

  Business Response

  Date: 03/03/2025

  ******* ********
    , *******; 63144
  Daytime Phone: **************
  E-mail: *************************************

  Date: March 3, 2025
  Re: BBB #********

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB) dated  February 24, 2025. Thank you for bringing your recent experience to our attention.

  In your complaint, you reported that your transfer was canceled and your Remitly profile was suspended without explanation.

  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.

  While we strive to provide a seamless experience, we recognize that our security measures may sometimes result in unexpected challenges. At Remitly, we have strict security policies in place to protect both your profile and our services while ensuring compliance with legal and regulatory requirements. We regret that these processes may occasionally cause inconvenience to our customers. To manage risks and safeguard our users, all transfers undergo a standard review process. Remitly and its banking partners adhere to government-mandated verification requirements to ensure that our services are used legally and responsibly. These measures allow us to continue offering a reliable, affordable, and secure way to send money.

  Please note that your transfer submitted on February 23, 2025 with reference number R18753714526 amounting to $1,000.00 was canceled due to the suspension of your profile. No funds were captured by Remitly, so no refund is necessary.

  For tracking purposes, you may provide your bank with the System Trace Audit Number (****): ***** to check the status of the authorization hold release.
  
  Action We Took

  We have made multiple attempts to contact you at the phone number registered to your Remitly profile to assist with your profile status but were unable to reach you. Additionally, we have sent emails requesting an alternate contact number and your preferred callback time but have not yet received a response.

  Next Steps

  Your account remains suspended at this time. If you require further assistance with your profile status, please reply to the email we previously sent so we can discuss your concerns in more detail.

  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: 03/04/2025

   
  Complaint: 22981369
  
  I am rejecting this response because:
  

  I have received 2 emails from this business, but in neither of them is there an explanation of why my account was suspended and the transaction cancelled.  They expect me to just accept that they arbitrarily prevented me from helping my friend.  I won't accept it.  Their lack of explanation or ability to identify which policy I violated is proof that they had no legitimate reason for their action.  Nevertheless, as a private business they can decide to arbitrarily turn away business from honest customers if they desire.  With that said, the pending $1000 transaction on my account has been cancelled, and therefore I have lost no money.  I've only lost time.  I have no intention of doing business with this company, and am not interested in restoring my account with them.  I want them to remove my identifying information and debit card information from their site, as their actions thus far have been unscrupulous and I do not want my identity stolen. 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/16/2025

  ******* ********
    , MO  63144
  Daytime Phone: **************
  E-mail: *************************************

  Date: March 16, 2025
  Re: BBB #********

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

  We have received your response via the Better Business Bureau (BBB) indicating that you are rejecting our initial reply. Thank you for bringing this to our attention.

  As mentioned in our previous emails, we have made multiple attempts to contact you via phone and email. Our goal was to speak with you directly regarding the status of your profile and explore the possibility of reactivating it. However, we have not received a response from you.
  
  Please note that reviewing customer accounts is an essential part of our security process. These reviews help us safeguard your personal information from scams, fraud, and other security risks while also preventing transfer delays. Additionally, we may request further information when necessary to ensure that we can support your transactions in compliance with our regulatory obligations.

  Due to confidentiality and regulatory obligations, we are unable to share more specific details about the nature of our investigation. This policy helps protect all our customers and maintain the integrity of our security procedures. If you would like more information on our terms of service, we encourage you to review our User Agreement, which provides further insight into our policies and how they are applied in situations like this.

  As you have indicated that you are no longer interested in restoring your profile with us, we respect your decision to use other services for your transfer needs and to remove your information from our service.

  We are sorry to see you go, but we're happy to help with your request. We sent you an email on March 13, 2025 in response to your request for us to delete your personal information.  

  In the email we mentioned that we need to verify your identity to make sure you're the true owner of the Remitly profile related to this request. If we can't verify your identity within three business days, we'll close this request.

  We provided options on how you can verify your identity:

  Phone: Navigate to our Contact Us page and select "Call Us". Then refer to your data deletion request, and answer any verification questions.
  

  Chat: Navigate to our Contact Us page and select Chat with us. Then refer to your data deletion request, and answer the verification questions.
  

  Email: Reply to this email with the following information:

        Note: If you haven't sent any transfers in the last three months, please use the Phone or Chat option listed above.
                 Your full name.
                 Your date of birth (month, day, year).
                 The physical address associated with your Remitly profile.
                 Details of a Remitly transfer completed within the last three months including the following details:
                           Full name of your recipient
                           Transfer amount
                           Date transfer completed

  Once we have verified your identity, we'll proceed with your request within the time period designated by applicable law.

  Please note that, as permitted by law, we may retain some of your personal information even after we process your request.  Some examples of why we do this are:
  

          To comply with our companys legal obligations as a regulated financial institution and to protect our customers from fraud.  For example, we may retain                transaction data to comply with our financial, tax, and anti-money laundering reporting obligations. 

          As part of processing your data deletion request, you may receive an automated email from Remitly confirming that your profile has been closed.
          Remitly takes your privacy very seriously. If youd like more information on how we collect, use, share, and secure your personal information, please review          our Privacy Policy.

  As we have not received a response within the required timeframe, we will be temporarily closing your request to delete your information. If you wish to proceed in the future, please verify your identity using one of the provided options.

   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: 03/17/2025

   
  Complaint: 22981369
  
  I am rejecting this response because:

  This business has continued to fail to provide me with an explanation regarding why my account was suspended and my transaction cancelled.  Instead, they continue to stonewall.  The questions I've asked should not be challenging for a legitimate business.  Yet, after multiple emails back and forth, there has been no progress.  

  Now they are requesting that I confirm my identity, as though there were multiple people with my name, email address, and who submitted a $1000 transaction to GCash on that specific date.  I doubt it.  They know exactly who submitted this complaint.  

  I've requested to have my account permanently removed, and my personal information deleted from their system, which they have also failed to do as yet.  I don't believe that anything I've requested from this business is unreasonable.  As such, I am declining to accept their resolution to this complaint. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/24/2025

  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 am writing to report an urgent issue regarding my Remitly account ************************ My account has been locked and I discovered several transactions on there that I did not authorise:300, 300, 400, 45, 45, 24, 24, 50, 50, 30, 30 I kindly request to please process a refund for these transactions and help restore my account to full functionality.I appreciate your prompt assistance in resolving this matter.Thank you for your attention.

  

  Business Response

  Date: 03/03/2025

  **** *****
  CA 90210
  ***************
  ****************************

  
  Date: March 3, 2025
  Re: Complaint Number 22981323

  
  Dear **** *****,

  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau (BBB) dated February 24, 2025. Thank you for bringing your recent experience to our attention.

  
  In the complaint, you reported that your Remitly account *********************** was locked and that several unauthorized transactions were made, totaling 300, 300, 400, 45, 45, 24, 24, 50, 50, 30, and 30. You have requested a refund for these transactions and assistance in restoring full access to your 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.

  
  Upon investigation, we found:

  
  Your account was created on October 30, 2020, with all standard verification procedures completed successfully. Therefore, we are confident that you created and authorized the creation of this profile.
  On July 8, 2021, you reported being scammed by a recipient you met on ******** and requested a refund. However, our review of your login history, usage, and transaction history indicated consistent account activity, confirming account security at the time of the transfers.
  As a precautionary measure, your profile was suspended, and restrictions were placed to prevent further unauthorized transactions.
  A recall request was submitted on July 12, 2021, to recover the funds, but the partner bank confirmed on July 13, 2021, that the recovery was not feasible as the funds had already been received and utilized by the beneficiary.
  Historically, multiple complaints have since been submitted through BBB, the *************************** (FOS), and the ************************************ (****), all of which have been investigated and resulted in the same outcomeconfirming that the transactions were processed per your authorization and that a refund could not be issued.
  Additionally, multiple requests for account reactivation have been denied due to security measures in place.

  
  Action We Took:

  Your account remained suspended to prevent further financial loss.
  The reported beneficiary was restricted from further use of the Remitly platform.
  We submitted multiple recovery requests to our disbursement partners, but these were unsuccessful.
  We have provided you with detailed transaction records and previous final resolutions confirming the legitimacy of the transactions.

  
  Recommendations and Next Steps:

  
  Recovery and Refund Requests: Per our User Agreement and Transaction Terms, once a transfer is completed and received by the recipient, it is considered final and irreversible. While we made a best-effort attempt to recover your funds, our partner bank confirmed that reversal was not possible. We strongly recommend reporting this matter to the appropriate authorities for further assistance.

  
  Personal Use and Risk Awareness: Remitlys services are designed for personal transactions only, and we strongly encourage customers to send money only to trusted individuals. As outlined in our Transaction Terms, using Remitly for commercial transactions or transfers to unknown recipients carries inherent risks. We advise customers to exercise caution when engaging in online transactions to avoid potential scams.

  
  We appreciate your time and patience throughout this process. While we regret that we could not provide a different resolution, we remain dedicated to assisting our customers with any concerns related to their transactions. 

  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company is always looking 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. Our **************** team is available 24 hours a day, seven days a week at **************.

   

  
  Thank you.

  
  Remitly, Inc.

  
  

• Initial Complaint

  Date:02/21/2025

  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 had my phone stolen in **************, ****** last week. A transaction was made by the thief and reported such to remitly. Remitly did not inform me about the resolution of the dispute, but gladly I was able to reverse the transaction as it was made through my credit card and they reversed it. Later when I started to have my accounts restored and tried to login to remitly to transfer money to ****** (as Ive been doing through remitly for years) a message popped up saying that my account was suspended. I tried to contact remitly multiple times and they tell me that I am banned from remitly forever. I get my phone stolen, report the unauthorized transaction and victim (me) gets banned?! Unbeliveable!

  

  Business Response

  Date: 02/26/2025

  ****** ***** ***** *******
  ************************************************************; 11216
  Daytime Phone: **************
  E-mail: **************************************
  
  Date: Feb 26, 2025
  Re: Complaint Number 22973377
  
  Dear Camila,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 02/22/2025. Thank you for bringing your recent experience to our attention.
  
  In your complaint, you stated that your phone was stolen in **************, and an unauthorized transaction was made by the thief, which you reported to us. You also mentioned that you disputed the charge with your credit card provider and successfully reversed the funds. However, upon attempting to access your Remitly account, you were informed that it had been suspended and that you are no longer allowed to use our services.
  
  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.
  
  Upon investigation, we found that a new receiver was added to your account on 02/11/2025. However, the majority of the transactions failed, with only one transaction (R81581064428) being successfully completed.
  
  Following your report of the incident, we took immediate action to suspend access to your account on. You subsequently contacted us, requesting access to your account, but we informed you that we were unable to reinstate it. Despite this, I would like to clarify that you can continue using our services by creating a new account with us.

  Regarding the transaction in question, we were unable to issue a refund, as outlined in our user agreement, specifically in Section 3: GETTING STARTED AND USING OUR SERVICE Security of Your Remitly Account. This section states that you are solely responsible for safeguarding your security credentials. 
  As a result, we are unable to offer a refund under these circumstances.

  We understand that you reported the theft of your phone to the police and notified your bank about the unauthorized transaction, which resulted in a reversal of the funds. However, please note that if we were to receive any chargeback from the bank, we would proceed to dispute it based on the aforementioned terms.

  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: 02/26/2025

   
  Complaint: 22973377
  
  I am rejecting this response because: Remitly is telling me to create a new account to use their services, However, when I try to create a new account it obviously says that I already have an account and that the account is suspended, which is the whole point of this complaint. I am not going to create a new email just to be able to create a new account with ********************. I dont understand what other evidence Remitly may need to prove that I had my phone stolen. An official police report should be enough. 
  
  Sincerely,
  
  ****** ***** ***** *******

  

  Business Response

  Date: 03/13/2025

  ****** ***** ***** *******
  ************************************************************; 11216
  Daytime Phone: **************
  E-mail: **************************************
  
  Date: Mar 13, 2025
  Re: Complaint Number 22973377
  
  Dear Camila,
  
  Greetings from Remitly. We are writing in response to the rejection of our response received from the Better Business Bureau on March 7, 2025. We understand your frustration and appreciate you sharing your concerns.
  
  You mentioned that when you try to create a new account, you receive a message stating that you already have an account with that email address. You also expressed frustration because this would require you to create a new email address in order to open a new Remitly account.
  
  As we discussed during our phone call today, we deleted the Remitly account associated with your email address so that you could create a new account using the same email. However, this action was only taken after you confirmed that you had secured your email, which had been involved in unauthorized transactions. Please note that your old account remains suspended.
  
  We confirm that you have successfully created your new Remitly account.
  
  We truly appreciate the time you have taken to address this matter with us. At Remitly, we continuously strive to improve our services, and feedback like yours is invaluable. If you need any further assistance, please feel free to reach out. Our **************** team is available 24/7 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:02/20/2025

  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.

  Multiple fraudulent wire transfers.

  

  Business Response

  Date: 02/22/2025

  ****** *******
  WI  54911
  Daytime Phone: **************
  E-mail: ***************************
  
  Date: Feb 22, 2025
  Re: Complaint Number 22970009
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 02/20/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that multiple fraudulent wire transfers are being processed through Remitly, which has forced you to close your accounts. You state that Remitly should verify and acknowledge fraudulent transfer requests before processing them. Additionally, you suggest that if a fraudulent request is detected, the associated customer profile should be suspended to prevent further unauthorized activity.
  
  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.
  
  Upon investigation, we found that while a Remitly account exists under this email address, no transactions have been completed. Although we did not identify any unauthorized transfers, we take security very seriously. 
  
  As a precaution, we have implemented additional security measures and, upon receiving your report, immediately deactivated the profile associated with your information to prevent any future transactions.
  
  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:02/19/2025

  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.

  On 26, 27, and 28 October last year, someone made transactions in my account to Vietnamese currency for **************************************************************************** to do because I used Remitly for years. They claim they monitor transactions like the Banks do but they blame me for not taking my security seriously

  

  Business Response

  Date: 02/21/2025

  **** ********
  ****************************; ******,  ***** NLD
  Daytime Phone: **************
  E-mail: ***********************************
  
  Date: Feb 21, 2025
  Re: Complaint Number 22963162
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 02/19/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that on October 26, 27, and 28, 2024, unauthorized transactions totaling ***** were made from your Remitly account to Vietnamese currency without your approval. You emphasize that these transactions were unusual compared to your normal usage pattern, as you have been a long-time Remitly user.
  
  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.
  
  Our records indicate that you created a Remitly account on May 26, 2024, using the email address ************************* On June 24, 2024, a second Remitly account was created with the same personal details but using a slightly different email: *********************** (with a missing "t"). Both accounts were accessed using the same IP addresses and device IDs.
  
  Regarding the transactions sent to *******, our review confirmed that 24 transactions were successfully processed from the account registered under ************************* The device used to complete these transactions had previously been linked to the other account you later deleted.
  
  Additionally, successful Multi-Factor Authentication (MFA) verifications were recorded via both email and SMS before these transactions were processed. Since SMS authentication was sent to your registered phone number, which was never changed, only a user with access to that phone should have been able to complete the transactions. Given that no password reset requests were made, our system did not detect this as unauthorized activity at the time.
  
  Upon receiving your report, we immediately deactivated your profile to prevent further transactions. However, based on our investigation, the transactions were conducted using your registered device and phone number, and there is no indication of unauthorized access or external compromise. Given these findings, we are unable to uphold your complaint, and as a result, these transactions will not be refunded.

  However, you still have the option to file a chargeback request with your bank. The chargeback process generally works as follows:
  - Once you initiate a chargeback, your bank will submit the request to Remitly.
  - Upon receiving the chargeback, Remitly will immediately return the disputed funds to your bank, which may provide you with provisional credit while the investigation is ongoing.
  - If the chargeback is approved, the funds will remain with you. If it is denied, Remitly may contact you regarding the outcome or escalate the issue further with your bank.
  - The final decision will be made by your bank, as they are responsible for processing the dispute and determining the resolution.
  

  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:02/18/2025

  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.

  Remitly just took my $400 dollars from MyPaymentVault account. I didnt do any transaction with them ever, I was just searching who they are! I dont even understand how they get my card number, since that card is almost never in use! Date 02/18

  

  Business Response

  Date: 02/20/2025

  ***** Rajevac
  FL  33101
  Daytime Phone:  *************
  Email: **********************************

  Date: February 20, 2025
  Re: Complaint Number 22957262

  Dear ***** Rajevac,

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau on February 18, 2025. Thank you for bringing your recent experience to our attention.

  Summary of Your Complaint
  You reported an unauthorized withdrawal of $400 from your account, stating that you did not initiate the transaction.

  We understand how concerning this situation is and sincerely regret any distress it has caused you. Please know that we have conducted a thorough review of your case. Below, we outline our findings and the recommended next steps.

  Our Investigation Findings
  Following a comprehensive review, we were unable to locate a Remitly account associated with the unauthorized transaction based on the details provided in your complaint.

  Action We Took
  To assist you further, we sent an email to the address provided, requesting the last four digits of the card used for the transaction. However, as of this writing, we have not received a response from you.

  Recommended Next Steps
  While we were unable to find a corresponding transaction in our system, we strongly recommend taking the following steps to secure your account and dispute the unauthorized charge:

  1. Contact ********* Immediately: We recommend reaching out to your bank as soon as possible to dispute the charge and request assistance.
  2. Report Possible Identity Theft: If you suspect that your personal or financial information has been compromised, we strongly encourage you to report the matter to your local law enforcement agency.

  Our Commitment to You
  Should your bank initiate a formal chargeback request, we will fully cooperate with their investigation and provide any necessary information to assist in resolving 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.
  

  
  

  Customer Answer

  Date: 02/21/2025

   
  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,
  
  ***** Rajevac

• Initial Complaint

  Date:02/18/2025

  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 am filing a complaint against Remitly regarding the additional 3% fee charged on my transactions made using my debit card. Over the past year, I have made a total of 91 transactions, all of which were charged this extra fee. I used my debit card for these transactions, not a credit card, and was not informed that such a fee would apply.I reached out to Remitlys customer support to resolve this issue, but their response was unsatisfactory. They claimed that Remitly is not responsible for fees charged by financial institutions, stating that some banks may treat debit cards like credit cards, which is beyond their control. However, I contacted my bank, and they confirmed that no additional fees were applied to my debit card transactions, nor do they treat debit card payments as credit card transactions.I requested a refund for the extra fees charged, but Remitly offered a credit to my account instead, which I do not find acceptable. I would prefer a refund directly to my bank account. Despite my efforts, I have not received any satisfactory resolution to this matter. No more follow-up response from them after I received the first email reply. The customer support is sooo terrible.

  

  Business Response

  Date: 02/20/2025

  **** ***
  ***************************************;
  *************, *******; 94040
  Daytime Phone:************** 
  Email: ********************************
  
  Date: 02/20/2025
  Re: Complaint Number 22954855
  
  Dear Qing,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated February 13, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that you were charged a 3% fee on transactions made using your debit card. 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.
  
  After conducting this review, we confirmed that your transactions were processed using a business debit card, as verified through the bank statement you provided on November 11, 2024. As we previously communicated, some financial institutions treat business debit cards similarly to credit cards, which may result in additional processing fees beyond Remitlys control.
  
  On February 13, 2025, we received your request for a refund of these fees. In response, we explained that, as outlined in our User Agreement, ********************** is not responsible for any fees imposed by financial institutions, including banks or card issuers. To assist you, we offered a credit to your Remitly account, which you declined in preference for a direct refund.
  
  Additionally, on February 13, 2025, you informed us that you did not intend to continue using the same payment method moving forward. However, our records indicate that on February 18, 2025, you proceeded with another transaction using the same business debit card.
  
  While we understand your frustration, we must reiterate that Remitly does not impose these fees, and we are unable to process a refund. We strongly recommend using a personal debit card or bank transfer to ensure the lowest possible fees for your transactions in the future.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company continuously seeks ways to improve our service, and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** is available 24 hours a day, seven days a week at **************.
  
  Thank you.
  
  Remitly, Inc.