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:02/17/2025

  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 have been helping some friends of mine while they are in school for conservation training where they volunteer to train orphans and street kids about wildlife once a month where I pay for the treats. I have been doing this since 2018. I lease land for the kids to grow Maize and Beans to avoid starvation. I send less than $200 a month with average being $25. Out of the clear blue I was cut off without ever having a problem and without any explanation. We are planning to eventually build in ****** and will visit there with the Founder of ******************** where we are on their Board of Directors. If I broke their rules then being told that they can't share that info is a ridiculous way to run a company.

  

  Business Response

  Date: 02/20/2025

  **** **********
  OR  97014
  Daytime Phone: **************
  E-mail: ****************************
  
  Date: Feb 20, 2025
  Re: Complaint Number 22954312
  
  Dear ****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 02/17/2025. Thank you for bringing your recent experience to our attention.
  
  We understand how frustrating this situation must be for you and appreciate the time you have taken to share your concerns. Please know that we have thoroughly reviewed your case to ensure we provide you with a fair and accurate response.
  
  In your complaint, you mentioned that your account was suspended without explanation and expressed concerns about the lack of clarity regarding this decision. After a thorough review of your account activity, we identified behavior that violated our User Agreement, which led to the decision to suspend your account. Unfortunately, for internal reasons, we cannot provide further details, but our User Agreement, available on our website, outlines the general terms and conditions for use of our services.
  
  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:02/12/2025

  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 used the service to send money to family to the ***********, and then had an Issue with the transaction and canceled the transaction. (3) $900.00 transactions = $2700 I received an emailed confirmation stating my transaction was canceled and a refund would be issued. ( 1/27/25 refund was issued ). My bank statement states the refunded. When I checked my bank statement on 1/28/25 the money was debited out again for the (3) $900. Ive called Remitly with my issue and was told to provide bank statements, they Check statements and acknowledge the transactions credit and debit. But said that credit was issued and that my bank made an error is the transaction. Meaning the debit was after the credit was issued. The bank had not made any errors and that they refuse to refund my money due to the transaction date. Would my money back since I did cancel the transactions before money was debited. Emails to prove it. Ive provided all the necessary documentation and spoke with higher supervisors with no results for my compensation. Please assist with this matter.

  

  Business Response

  Date: 02/18/2025

  ******* *****
  Customer Address: HI  *****
  Daytime Phone: **************
  Email: *****************************
  
  Date: Feb 18, 2025
  Re: Complaint Number 22935433
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 02/18/2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported sending three transactions of $900 each ($2,700 total) to the ***********, encountered an issue, and canceled them. You received an email confirmation on 01/27/2025 stating the refund was issued. However, when checking your bank statement on 01/28/2025, you noticed the same amounts were debited again.
  
  We acknowledge how challenging and frustrating this situation must be for you. Upon careful review of the corresponding refunds and debits on your bank statement, we would like to provide clarification on the transaction history to ensure full transparency.
  
  On 01/23/2025, you initiated transaction R39680473817 for $2,700, which was later canceled. The refund was successfully processed on 01/27/2025 through Tabapay, and we have attached proof of this refund for your reference.
  
  Additionally, you initiated the following three transactions of $900 each on 01/25/2025:
  - R75537007936 - $900
  - R64776652255 - $900
  - R79312732756 - $900
  
  These transactions were canceled on 01/27/2025, and the refund was successfully processed the same day. Your bank statement confirms three deposits of $900 each on 01/27/2025, verifying that the refund was credited to your account. On 01/28/2025, your statement reflects three debits of $900 each, corresponding to the same transactions mentioned above.
  
  While it may seem that the funds were withdrawn again after being refunded, we have verified that your account balance remained consistent. There was no charge for these transactions on 01/25/2025 when they were originally submitted, meaning the transactions and refunds are simply appearing out of order on your bank statement.
  
  If you have any concerns about how these transactions are displayed, we recommend reaching out to your bank for further clarification, as banks may process credits before debits, which can sometimes cause confusion in transaction sequencing.
  
  We have attached proof of refund for all the mentioned 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.
  

  Customer Answer

  Date: 02/25/2025

   
  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:02/12/2025

  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 drugged at a park while in ******** (*************) by thieves who stole my phone and wallet. They also gained access to my phone's passcode. When I woke up the next morning, an hour before all the banks open, I immediately called ***** to cancel my credit/debit cards. However, their automated messages repeatedly ask you for your account or debit/credit card number, which I did not have available since my cards were in my stolen wallet and my ***** *** was in my stolen phone. I tried explaining this to the automated agent, telling it "I don't have that available" and "speak with an agent", but the agent did not direct me to anyone. After an hour of repeatedly attempting to reach an agent, the banks opened . At that time, the thieves executed multiple online transfers to themselves and ***** allowed them to drain 100% of my funds within just 1.5 hours (about $5200). The most I had withdrawn prior to this incident was 25% of my balance in one day ($1500). They refunded me about 2/3 of the money (about $3500) that was stolen, but the *************** Transfer Act says I am only liable for $50, since I reported the incident immediately, about 7-8 hours after the robbery ******************* failed to refund me $1350, therefore, I believe they owe me $1300 ******* the file uploads, I have included the text messages exchanged between my Dad and I to prove that I was actively attempting to contact ***** before the thieves actually stole my money. I also included the police report that I filed, as well as my *****/Remitly transaction history to show that these transactions were highly unusual and ***** failed to protect my money. I included my Remitly transaction history since ***** says that Remitly told them that I "benefitted" from the transaction which is absolutely false.

  

  Business Response

  Date: 02/17/2025

  **** ******
  21674 hampton ct  
  Kildeer, *******; 60047
  Daytime Phone: **************
  Email: ****************************************
  
  Date: 02/17/2025
  Re: Complaint Number 22934882
  
  Dear ****,
  
  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.
  
  We sincerely regret the distressing situation you encountered and understand how challenging this must have been for you.
  
  In your complaint, you reported that while at a park in ********, you were drugged and subsequently had your phone and wallet stolen. We appreciate the details and supporting evidence you provided regarding this incident.
  
  After a thorough review of your case, we confirm that you initially reported unauthorized transactions to us on December 14, 2024, specifically disputing a $900 transfer. Upon receiving your report, we promptly deactivated your profile to prevent further transactions. Our investigation determined that the transaction was processed using your phone without any indication of a password reset, which is why our system did not detect it as an unusual activity at the time. Please be assured that Remitly has multiple security measures in place to protect accounts from unauthorized access.

  Additionally, we received a dispute from your bank on December 19, 2024. In response, we fully cooperated with their investigation, which was ultimately resolved in our favor. Given this outcome, we regret to inform you that we are unable to issue a refund for the disputed transaction. 
  
  We understand that this may not be the resolution you were expecting, and we sincerely empathize with your situation.
  
  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: 02/17/2025

   
  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.  

  I strongly disagree with your conclusion and find it offensive that you reply without a mention of any of the points I made in the complaint.  However, ***** has refunded me the money, so I will accept the response.

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

• Initial Complaint

  Date:02/12/2025

  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 transferred $25,000 with Remitly with an anticipated arrival date of 6 to 7 days. It is now on day ********************************************************************************************************************************** that there are delays on my transfer of monies ...Still haven't received my Money

  

  Business Response

  Date: 02/18/2025

  ***** ******
    , *******; 34758
  Daytime Phone: **************
  E-mail: ***********************************
  
  Re: BBB# ********
  
  Dear ***** ******,

  We are writing in response to the complaint you filed with the Better Business Bureau on  February 12, 2025 . Thank you for bringing your recent experience to our attention.

  In your complaint, you reported that you have yet to receive your fund for your transfer submitted on January 29, 2025.

  We are truly sorry to hear about this distressing experience, as it's certainly not what we want our customers to go through. 

  Transaction Overview

  On January 29, 2025, your Remitly profile was created using details that differ from those provided in your BBB complaint form.

  At 4:25 PM Pacific Time, you initiated a transfer with reference number R878393737643 of $25,000.00 to ********** using a checking account.

  While most transactions are completed instantly once an account is fully verified, several factors can impact delivery times, including:

          Accuracy of the sender and recipient information.
          Operating hours of the receiving bank or pickup location.
          Additional information required for security and compliance.
          System updates or maintenance on our partners end.
          Unforeseen technical issues affecting our business partners.

  Unfortunately, at the time of your transaction, our partner in ********** experienced technical difficulties, contributing to the delay.

  Additionally, because this transfer was funded using a checking account, the default delivery method was an economy transfer, with an estimated delivery time of 35 banking days. The initial expected completion date was February 5, 2025, at 1:04 AM Pacific Time, later updated to February 11, 2025, at 8:35 AM Pacific Time.

  Actions Taken & Required Documentation

  On February 6, 2025, we refunded your $1.99 customer fee as we were unable to deliver your funds by the initially promised date.

  When the transaction was not completed on the revised delivery date, we immediately contacted our partner for an update.

  We received an update from our partner that the funds were not delivered to the recipients account and already reached the limit in receiving funds. They have also requested the following documentation to proceed:
  

            A copy of the senders passport.
           The relationship between the sender and the beneficiary.
           The purpose of the transfer.
           Proof of the senders occupation or the source of funds.

  In one of your contacts, you have mentioned that you have provided the requested documents but we are unable to find these in our records.

  Please note that as a regulated money remittance service, Remitly and its partners are legally required to verify customer identities and may request additional information and/or documents for security and compliance purposes. While we understand that providing these requirements may be an inconvenience, it is necessary to ensure the safety and security of all transactions.

  Cancellation Request & Next Steps

  Since you have requested to cancel this transaction, we have contacted our partner in ********** to initiate the cancellation process. As the funds were already transferred to our partner, we must wait for their confirmation that the funds have been reversed before proceeding with the cancellation.

  We acknowledge your multiple contacts and sincerely apologize for any inconvenience this delay has caused. Please rest assured that we are working diligently with our partners to process your cancellation request for transaction R878393737643.

  Once the cancellation is confirmed, the refund will be credited to your account within 710 business days from the cancellation date.
  
  Communication Attempts

  On February 16, 2025, a member of our Complaints Team attempted to contact you at the phone number registered to your Remitly profile but was unable to reach you.

  An email was also sent to your registered email address, as we noticed that your BBB complaint form contained a different email address and phone number.

  As part of our internal complaint procedures, all communications must be sent to the email address associated with your Remitly profile. This measure helps protect your personal information, maintain account security, and ensure efficient support.

  In our email, we requested an alternate contact number and your preferred callback time to discuss your concerns further, but we have not yet received a response.

  Current Status

  We are actively working with our team and our partner to process your cancellation request. 

  We appreciate your patience and understanding. 

  We are fully committed to resolving this matter as quickly and effectively as possible. Once we receive an update from our partner, we will get back to you.

  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: 02/19/2025

   
  Complaint: 22930539
  
  I am rejecting this response because: I have dilegently reached out in every way possible I've been back and forth with supervisors I have sent all required documents to ******************************** and that information was requested prior to me waiting 11 days and then finally cancelling the transaction, it has now been 22 days and i still have not received my $25,000 dollars this is not acceptable and the ONLY RESPONSE I GET FROM MULTIPLE SUPERVISORS that are located in ***** is that they are waiting on the transfer bank to send them my Money so that they can return it to my account ..This transaction was done on January 29th ..Do you find this acceptable??? And worst is there is no Legal team or Higher end to get involved, this may require the attention of the Attorney General ..All i want is that what is spokes to be a legitimate business Registered with the BBB is to simply return my Funds ...
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/10/2025

  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 February 10, 2025 $848 was withdrawn from my checking account. I have never heard of this company before (Remitly) I have never once in my life sent money to any other account overseas. and no we didn't make any purchase of this size.

  

  Business Response

  Date: 02/18/2025

  **** ********
  ************************;
  *****, ID *****
  Daytime Phone: ************
  Email: ************************

  Date: February 17, 2025 
  Re: Complaint Number 22921753
  

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau February 10, 2025. Thank you for bringing your recent experience to our attention.

  Summary of Your Complaint

  You reported an unauthorized $848 withdrawal on February 10, 2025, and stated that you are unfamiliar with Remitly and have never sent money overseas.

  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. Below is a summary of our findings and the recommended next steps.

  Our Investigation Findings

  Upon conducting a thorough review, we were unable to locate a Remitly account associated with the unauthorized transaction using the information provided in your complaint.

  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 advise you to reach out to your bank as soon as possible to dispute the charge. 
  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.

• Initial Complaint

  Date:01/19/2025

  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.

  I usually use Remitly to send money to my wife and family in ****** and with the new year Remitly starts a regular suspension and hold and my transfers with out a valid reason only they said a normal checking remitly rules that is costing my loved ones a big and painfull times They in the beginning told me that I need to send a statement of the November 2024 of the card I use to makes the money transfers and I send it to them and again they depended my transfers because they said the picture of the statement was a border cut that they need a pdf from my debit card bank and I send it and now again they said the document is not valid So I noticed the willing of the remitly to involve in business malpractice with me and my desperate family in ****** so I present my case to the BBB to get my problem resolved and stop this business to involve and target theirs customer without valid reason only the show willing the harm the people that needs desperately a money transfers to have a living

  

  Business Response

  Date: 01/21/2025

  ******* ******** *****
  ********************************************************************
  ***************
  ************************
  
  

  Dear *******,

  We are writing to you in relation to your BBB complaint (ref 22832798).

  Please find attached Remitly's response to your complaint.

  If you have any additional questions, please feel free to contact us.

  Kind regards

  Remitly Inc

• Initial Complaint

  Date:01/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone created an account using my information on Remitly. There is no verification code or anything needed to use this account. Once the account was made, they had access to my information and sent money. When I called Remitly, they gave me no reassurance they would reverse the transaction as they didn't even provide me with the reference number from the fraudulent claim. They couldn't even give me any information other than the information I gave them about the claim. I couldn't even speak to a supervisor. I just want the transaction reversed. The email even shows that they sender had the name wrong by using the last name as the first name. It shouldn't have been taken out with the wrong name.

  

  Business Response

  Date: 01/20/2025

  ***** *******
  ****************************************************************,
  AB  T5Z3W6 ******
  Daytime Phone: **************
  Email: *****************************
  
  Date: 01/20/2025
  Re: Complaint Number 22831504
  
  Dear *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated January 20, 2025. Thank you for bringing your recent experience to our attention.
  
  In the complaint, you reported that your personal information was compromised and used to create a profile on our platform on January 19, 2025. 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 the account was registered with your name, phone number, and email address, and the details provided allowed the $396 transaction to proceed. As soon as you contacted us, we promptly suspended the profile. Unfortunately, the transaction was completed, and we cannot cancel or refund it directly.
  
  We appreciate your prompt actions in reporting this to your bank and blocking the compromised card. To pursue a resolution, we recommend filing a formal chargeback request with your bank, which will initiate their dispute process. Rest assured, we will fully cooperate with your bank by providing all necessary information to support the investigation. Your bank will provide you with the final resolution.
  
  We also acknowledge the challenges you faced during your initial contact with us, including the lack of reassurance and reference details for the fraudulent claim. For security reasons, we cannot share further details about the account since it was not created by you. These measures are in place to protect sensitive information.
  
  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:01/19/2025

  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.

  This app is being used to scam people out of money. App claims all money sent is refundable, asked for a refund immediately after sending money and not receiving service from a vendor and now remitly has lost the funds.

  

  Business Response

  Date: 01/27/2025

  ******* **********
  *******************************************, 
  CT ***** *** - *************
  Daytime Phone:  **************
  E-mail: *******************************

  Date: January 27, 2025
  Re: Complaint Number BBB # ********

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

  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated January 19, 2025. Thank you for bringing your recent experience to our attention.

  In the complaint, you reported that you were scammed using our platform and you are requesting a refund of $250.00 for the lost funds. 
  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. 

  Account Creation & Transactions

  On January 8, 2025, at 1:47 AM Pacific Time, you created a Remitly account using the email address *********************** Shortly after, at 2:14 AM Pacific Time, you initiated a transfer of $125.00 (Reference # R53092829202) to an OVO mobile wallet. This transaction was immediately completed.

  At 2:57 AM Pacific Time, a second transfer was submitted, with reference number R86570550332, for an amount of $50.00 (plus a $2.99 customer fee). This transaction was successfully completed at 3:12 AM Pacific Time.

  The third transfer with reference number R81383725203 , for $69.00 (plus a $2.99 customer fee), was submitted at 3:27 AM Pacific Time and marked as completed at 3:28 AM Pacific Time.

  All three transactions were sent to the same recipient, Rohaili Ovo, located in **********

  Later that day, at 4:30 AM Pacific Time, you contacted us to report that you had been scammed and requested a refund for the funds sent. During the call, you explained that you were attempting to sell your gaming account online and had been advised to contact the recipient, Rohaili Ovo, for assistance in making your gaming account saleable. However, after transferring the funds, you stated that the recipient blocked you and ceased communication.

  During this call, we informed you of the following actions to be taken:
   1. Your Remitly account would be permanently suspended to prevent further unauthorized or fraudulent activity.
   2. The recipient, Rohaili Ovo, would be flagged in our system to mitigate future fraudulent transactions.
   3.Since the transactions had already been completed, reversal would not be guaranteed. We explained that a reversal request would be submitted to our partner, but their approval would be required to process any refund.

  4.You were reminded that money should not be sent to individuals you do not know personally.

  You acknowledged and agreed to these actions during the call.

  Actions We Took

  Following your report, we immediately contacted our partner in ********* to request a reversal of the funds sent in the three transactions. However, as previously communicated, reversal requests are not guaranteed, as they rely on our partners agreement to reverse the transactions.

  We have since received an update from our partner, requesting a police report to proceed further with their investigation.

  We appreciate your cooperation in promptly providing the requested document and your explicit consent for us to share the report with our partner.

  As mentioned in our previous communication, the police report has been forwarded to our partner in *********, and we are currently ******** their response. Unfortunately, we cannot provide a definitive timeline for updates, as the progress depends on their investigation process. Rest assured, we will notify you as soon as we receive any updates from our partner.

  At this stage, we regret to inform you that we are unable to issue a refund for these transfers, as the funds have already been disbursed and delivered according to your instructions.

  Our Recommendations

  To help prevent similar incidents in the future, we recommend reviewing our Scam Prevention Guidelines, which provide valuable tips on identifying and avoiding potential scams.

  Additionally, we would like to draw your attention to the following section of our User Agreement:

  Section 9.4   IMPORTANT SERVICE RESTRICTIONS:
  Commercial Transactions. We are not responsible for the quality or delivery of goods or services for which you pay a Recipient by using the Service. You accept that using the Service to transfer funds for payments for goods and services is at your own risk.
  

  Our Commitment To You

  As we have not yet received a response from our partner regarding the police report, we assure you that we will contact you promptly once we receive any updates.

  We understand this is not the outcome you were hoping for, and we sincerely apologize for any inconvenience this situation may have caused. Please feel free to reach out to us if you have any further questions or concerns.

  We are fully committed to resolving this matter as quickly and effectively as possible. Once we receive an update from our partner, we will get back to you.
  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:01/16/2025

  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.

  An unknown individual opened this account using my information to send his or herself money fraudulently. I contacted the company to let them know the situation and was promised a full refund within 10 days. Its been 10 days and still no refund for $266

  

  Business Response

  Date: 01/18/2025

  ********* Self
  , FL  32536
  Daytime Phone: **************
  Email: *********************************
  
  Date: January 18, 2025
  Re: Complaint Number 22821315
  
  Dear ********* Self,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 1/16/2025. Thank you for bringing your recent experience to our attention.
  
  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 reviewing your account, I see that transaction R28531367183 was for $10.00, not $266.00, and it was not completed. You were informed that a refund would be processed within 10 business days because no charge was made for this transaction (transaction reference number R28531367183). However, it is possible that your bank placed an authorization hold for this amount, which would typically be released within the same time frame. If you have not yet seen the funds returned to your account, I recommend contacting your bank for confirmation on the release of the hold.
  
  Regarding the $266.00, this amount corresponds to transaction R98562684063, which was completed successfully. 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.
  
  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.  *********** 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: 01/18/2025

   
  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,
  
  ********* Self

• Initial Complaint

  Date:01/13/2025

  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.

  Heres a complete response for your BBB complaint:Subject: Fraudulent Transaction Through Remitly and Lack of Resolution Complaint Details:On January 13, 2025, at 3:13 AM, $266 was stolen from me through a fraudulent transaction facilitated by Remitly. At the time of the transaction, I was sound asleep, and I did not authorize or initiate any transfer. Someone hacked into my account, created an account with **********************, and used their platform to send my money to a hacker.When I contacted Remitly to report the fraud, I was told to contact my bank to dispute the charge. However, when I contacted my bank, they told me to work with Remitly to resolve the issue. This has created an endless cycle of blame-shifting with no resolution.This situation is unacceptable. Remitly has the ability to investigate and take action to protect its customers from fraud, yet they have done nothing to assist me. The money was sent using their platform, and they bear responsibility for allowing this fraudulent activity to occur.I am demanding that Remitly:1.Investigate this fraudulent transaction thoroughly.2.Refund the $266 that was stolen from me.3.Take immediate steps to improve their fraud detection and prevention systems to protect other customers from similar ************** a customer who trusted ********************** to securely handle transactions, I am appalled by their lack of accountability and ********. I am asking the BBB to assist in holding Remitly accountable and ensuring that this issue is resolved.Details:Date of Transaction: January 13, 2025 Time of Transaction: 3:13 AM EST Amount Stolen: $266 Current Status: No resolution from Remitly or my bank I look forward to a prompt resolution and the return of my funds.Sincerely,******* ******* This response should cover the details the BBB requires and highlight the urgency of your situation. Let me know if youd like any adjustments or additional details!

  

  Business Response

  Date: 01/15/2025

  ******* *******
   , *******; 30273
  Daytime Phone: **************
  Email: *************************************
  
  Date: January 15, 2025
  Re: Complaint Number 22805932
  
  Dear ******* *******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 1/13/2025. Thank you for bringing your recent experience to our attention.
  
  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.
  
  You reported that on January 13, 2025, an unauthorized transaction of $266.00 was withdrawn from your bank account through **********************, even though you are not a Remitly user
  
  To address this issue promptly, we took immediate action by suspending access to the Remitly profile associated with your name to prevent any further unauthorized activity.
  
  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.