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: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.

  I TRANSFERED ****** DOLLARS THROUGH REMITLY TO MY ****** ****** DZIDZONU ALIFO ON DECEMBER 20TH, 2024 AS A FAMILY REMITTANCE AND IN THE PROCESS I MADE A MISTAKE BY ENTERIING A WRONG NUMBER. MY NEPHEW'S NUMBER IS ************ INSTEAD I ENTERED ************. I REALIZED THE MISTAKE RIGHT AWAY BECAUSE I CALLED MY NEPHEW AND ASKED IF HE HAD RECEIVED THE MONEY I SENT TO HIM WHICH HE ANSWERED IN THE NEGATIVE. AT THIS POINT, I WENT OVER THE NUMBER TO MAKE SURE I GOT THE NUMBER RIGHT. LOH AND BEHOLD, I ENTERED THE LAST DIGIT AS 3 INSTESD OF 8. I CALLED REMITLY BACK RIGHT AWAY AND I EXPLAINED TO THEM I MADE A MISTAKE ON THE PHONE NUMBER. I CANCELLED THE TRANSACTION AND WAS PROMISED REFUND WILL BE IN 24 HOURS. I MADE NUMEROUS ATTEMPT TO GET MY MONY BACK TO NO AVAIL. AT THIS POINT, I MADE SEVERAL ATTEMPTS FOR A REFUND WHICH REMITLY REFUSED AND I HAVE NO OTHER CHOICE TO ESCALATE THE ISSUE BY GETTING BBB INVOLVED SO I CAN GET MY MONEY BACK.Thank you very,Sincerely,****** *****.

  

  Business Response

  Date: 01/18/2025

  ****** *****
  *************************; *********,
  NY  11729
  Daytime Phone: **************
  Email: *************************
  
  Date: January 17, 2025
  Re: Complaint Number 22746517
  
  Dear ****** *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 12/30/2024. 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.
  
  We requested a reversal of your transaction to our delivery provider on a best-effort basis. Unfortunately, the reversal was unsuccessful because the mobile number entered during the transaction is linked to a valid mobile wallet, and the funds have already been utilized by the recipient.
  
  As outlined in our User Agreement, it is the sender's responsibility to ensure that all transaction details are accurate before completing a transfer. Double-checking the recipient's information is essential to avoid such situations, as once a transaction has been successfully processed, it may not always be possible to reverse or alter the details.
  
  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: 01/22/2025

   
  Complaint: 22746517
  
  I am rejecting this response because: 

  IN RESPONSE TO YOUR FLIMSY EXPLANATION THAT PAYMENT WAS MADE OUT TO THE AN UNKNOWN PERSON WHOSE NAME DOES NOT MATCH THE PHONE NUMBER. PHONE NUMBERS ARE UNIQUE IDENTIFIERS. NO TW0 PEOPLE HAVE THE SAME PHONE NUMBER. THE EXCUSE THAT MONEY WAS PAID OUT TO AN UNKNOWN PERSON WHOSE NAME AND PHONE NUMBER DOES NOT CORRESPOND WAS A BOLD FACE LIE. MY QUESTION TO YOU IS WHERE IS THE DUE DELLIGENCE? WHY WILL YOU MAKE PAYMENT TO THE UNKOWN IF THE PHONE NUMBER IN QUESTION DOES NOT CORRESPOND WITH THE NAME ASSOCIATED TO THE PHONE NUMBER?. FROM ZEILLE, ***********, CASH APP  TO NAME A FEW MONEY TRANSFER COMPANIES THAT ARE WORLD REKNOWNED MONEY TRANSFER COMPANIES AND ARE HELD IN HIGH ESTEEM BECAUSE OF THEIR DUE DELIGENCE TO PROTECT THEIR NAMES, CUSTOMERS, AND PREVENT FRAUD. YOUR COMPANY SOUNDS MORE OF A ************* EXPLOITING INNOCENT CUSTOMERS. THE GENUINE MONEY TRANSFER COMPANIES ALWAYS MAKE SURE THE PHONE NUMBER MATCHES WITH THE NAME STATED ON FILE. I, THEREFORE, CATEGORICALLY REJECT YOUR EXPLANATION. ALL I WANT IS REFUND MY 200 DOLLARS. ENOUGH WITH THE SCHEME! FRAUSDSTER!
  Sincerely Yours,
  ****** *****.
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/02/2025

  ****** *****
  *************************; *********,
  *******; 11729
  Daytime Phone: **************
  Email: *************************
  
  Date: February 2, 2025
  Re: Complaint Number 22746517
  
  Dear ****** *****,

  Thank you for reaching out again regarding your transaction. We understand your frustration and regret the inconvenience you have experienced.

  We acknowledge that your complaint concerns a transaction you sent on December 20, 2024, where you mistakenly entered the incorrect mobile number for your recipient. After realizing the mistake, you contacted us regarding the issue and requested assistance in recovering the funds.

  As mentioned in our previous response, we submitted a reversal request to our delivery provider on a best-effort basis. Unfortunately, the reversal was unsuccessful because the funds were deposited into a valid mobile wallet and have already been used by the recipient.

  As outlined in our User Agreement, it is the senders responsibility to ensure that all transaction details are correct before submitting a transfer. Specifically:

  You are solely responsible for entering the correct information for the Recipient to whom you are sending money. Subject to applicable law, you, not Remitly, are responsible for any amounts that are transferred to the incorrect person because you entered incorrect information related to the Recipient for a Transaction.

  We sincerely regret that we are unable to retrieve the funds after they have been claimed. Unfortunately, once a transaction is completed, we are unable to alter or reverse it unless the recipient agrees to return the funds, which, in this case, did not occur.

  As a gesture of goodwill, we have added a $30 credit to your Remitly account, which will be automatically applied to your next transaction.

  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: 02/02/2025

   
  Complaint: 22746517
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/06/2025

  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 sent a transfer to a family member and Remitly didnt process the transfer but still didnt return the money back. After calling ans speaking with a supervisor my refund still not processed.

  

  Business Response

  Date: 01/07/2025

  ****** ****
  IL  60453
  Daytime Phone: **************
  E-mail: *****************************
  
  Date: Jan 1, 2025
  Re: Complaint Number 22772371
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 01/06/2024. Thank you for bringing your recent experience to our attention.
  
  The transaction *********** you initiated was reviewed by our partner bank in ******, as they required additional information to complete a mandatory compliance review. Since the necessary documentation was not provided, and you opted to cancel the transaction, we processed the cancellation as requested. 
  
  The refund has been initiated, and the funds should now be returned to your payment method. Please note that this process varies depending on your bank and may take up to ****************************** your account.
  
  Additionally, as a gesture of goodwill, we have added a $30 credit to your Remitly account. This credit will automatically be applied as a discount on your next transfer with us.
  
  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.
  

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 20th and November 23rd of 2024, I made two transactions, one for $260 and the second one $259.99 to a bank account in the ******************. Apparently there was an error with the recipient`s account number and the money was never deposited on the bank account. I had the recipient go to the bank and the bank told them that unless they verify that the recipient`s name and bank account match the transaction would not go through. So my money is still in the air. I contacted Remitly about this issue and they haven`t provided me with a resolution. The recipient`s bank never received the money so my money is still with Remitly. Transaction numbers ****************************

  

  Business Response

  Date: 01/05/2025

  ***** *******
  ************************************; 
  Federal Way, 
  WA  98023
  Daytime Phone: **************
  Email: ******************************
  
  Date: 01/05/2025
  Re: Complaint Number 22767785
  
  Dear *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 01/04/2025. Thank you for bringing your recent experience to our attention. We regret to know that your recipient's account information was not correct and that you feel Remitly has not been cooperative in resolving this matter. Our goal is always to assist our customers to the best of our ability, and we understand the importance of providing clarity and support in such situations.
  
  We understand the importance of these transactions and regret any inconvenience this situation may have caused. Upon reviewing your case, here is a summary of our findings:
  
  Transaction R43797979362 for $260.00 was submitted on October 20, 2024, and completed on the same day.
  Transaction R94174082284 for $259.99 was submitted on November 23, 2024, and completed on November 27, 2024.
  
  On November 27, 2024, after the second transaction was completed, you contacted us to report that the recipient had not received the funds from either transaction. Our team verified the recipient's account details in our system and identified that the account number entered for the recipient was incorrect. Specifically, the last four digits were entered as 6420 instead of 6430.
  
  While we understand the difficulty this error has caused, Remitlys system relies on the information entered by customers. As part of the transaction process, a summary of the recipients details is provided for review prior to submission to ensure accuracy.
  
  To assist in resolving the matter, we immediately reached out to our provider bank and requested a reversal of the funds. We advised you that while we would attempt this reversal, recovery of the funds could not be guaranteed. Unfortunately, our provider confirmed that the funds could not be recovered, as the transactions had already been completed.
  
  As outlined in Remitlys User Agreement, the following section is relevant to your case:
  
  6. SENDING A TRANSACTION
  5.Remitlys Liability. When you send a Transaction through our Service, it is your responsibility to make sure that all the Transaction details are complete, accurate, and correct (including, without limitation, the Recipients information and the Recipients banking or other account details) as we may not be able to let you change the details of your Transaction once it is submitted to us for processing.
  
  You are solely responsible for entering the correct information for the Recipient to whom you are sending money. Subject to applicable law, you, not Remitly, are responsible for any amounts that are transferred to the incorrect person because you entered incorrect information related to the Recipient for a Transaction.
  
  We understand this is not the resolution you were hoping for, and we regret that we are unable to refund these transactions. To help avoid similar issues in the future, we have deleted the recipients contact information from your profile. This action is intended to prevent inconvenience should the same incorrect information be used again.
  
  We recommend carefully reviewing all recipient details before submitting any future transactions to ensure accuracy.
  
  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:01/02/2025

  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 12/20/24, a scammer posing as a representative from an airline that owed me money claimed that they would send compensation via Remitly. The scammer then asked me to authorize two $1,000 transaction in the Remitly app - but when I saw that the transactions were entered as debits from my account rather than credits, I called Remitly and advised that I believed the transaction to be part of a ******* the time of this phone call (12:25 on 12/30/2024), only one $1000 transaction appeared on my online banking statement as pending. The Remitly representative stated that the pending transaction was canceled, and my account was suspended to prevent fraud. I therefore believed the pending transaction was going to be reversed, and the second transaction was canceled. I also contacted my bank immediately and advised them that all Remitly transactions on my account were fraudulent and should be blocked.I later saw that a $1000 debit to Remitly cleared my bank account on 12/31/2024. On 1/1/2025, I used Remitly's online chat to inquire and a representative wrote, "Up on [sic] checking I see that your transaction was declined by our compliance team and will [sic] get your refund with in [sic] 7-10 business days based on your banks [sic] compliances [sic] the funds are stuck in your banks [sic] international server ..." and "stay rest assured you will get your refund". On 1/2/2025, I again used Remitly's online chat to confirm the above. This time, the representative stated that only one of the two $1000 transactions was successfully canceled, and stated that they could not recover the funds. Remitly should refund my $1000 because I alerted them to the fraud before this transaction even cleared my bank account, and based on my conversation with their representative I did expected this transaction to be reversed.

  

  Business Response

  Date: 01/09/2025

  Re: You have a new message from the BBB # ********

  ****** *****
  **********************************************************
  ******************
  Daytime Phone: **************
  Email: ***********************************************************

  Re: Re: BBB # ********
  

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

  We are writing in response to the complaint you filed with the Better Business Bureau on January 2, 2025. Thank you for bringing your recent experience to our attention.
  

  In your complaint, you mentioned a $1,000 fraudulent transaction and shared that you had contacted Remitly shortly after the transfer was initiated, prior to the funds being cleared. However, you noted receiving conflicting responses.
  

  We understand how challenging and frustrating this situation must have been. To provide you with clarity and support, we have conducted a thorough review of your case. Below, we have detailed the key events, actions we have taken, and our recommendations moving forward.
  

  Account Creation & Transactions
  On December 30, 2024, at 7:41 AM Pacific Time, you created a Remitly account using the email ************************* Shortly after, at 8:48 AM Pacific Time, a $1,000 transfer (Reference # ************) was initiated to an *********** account ending in 7898. This transaction was placed on hold for review, requiring additional verification documents. By 8:52 AM Pacific Time, you provided the requested documentation, including a liveness video and a drivers license. The transfer was approved, and at 8:54 AM Pacific Time, the funds were confirmed as deposited into the recipients account.
  

  Later, at 9:22 AM Pacific Time, another $1,000 transfer (Reference # ************) was initiated to the same recipient. This transaction was flagged for further review as part of Remitlys security measures. At 9:51 AM Pacific Time, you contacted Remitly by phone, explaining that a "************** representative" had instructed you to use Remitly for flight reimbursement. During the call, you realized that you fell victim to a scam. Remitly informed you that the flagged transaction would be declined, and your account would be suspended to prevent further unauthorized activity. You acknowledged and agreed to this course of action.
  

  Refund Requests
  January 1, 2025, at 3:07 AM Pacific Time: you inquired via chat about a refund for the flagged transaction (Reference # ************). Remitly confirmed that the transaction had been canceled and clarified that the refund would appear as a reversal on their bank statement by January 6, 2025.
  

  January 2, 2025, at 11:27 AM Pacific Time: you raised concerns about the initial $1,000 transaction (Reference # ************). Remitly explained that a refund was not possible as the funds had already been disbursed to the recipient.
  

  Actions We Took
  We contacted our partner bank in ***** to request a reversal of the funds for the completed transaction (Reference # ************). Unfortunately, the request was declined because the recipients account no longer had sufficient funds. Regrettably, we cannot process a refund for a completed transfer, as such transactions are considered final and irreversible.
  

  To prevent further unauthorized activity and safeguard your financial interests, we have implemented the following measures:
  

  a. Recipient Restrictions: The recipient's account has been flagged in our systems for fraud review.
  b. Account Suspension: Your Remitly account has been permanently suspended to protect your financial security and allow you to fully assess the situation.
  

  Our Recommendations
  

  1. File a Police Report: We encourage you to report this incident to your local law enforcement agency. This not only helps address your case but also assists in combating fraud on a larger scale.
  

  2. Share Refund Details with ********** For the canceled transaction (Ref: #************), provide your bank with the System Trace Audit Number (****: ******) for confirmation.
  

  3. Review Scam Prevention Guidelines: We recommend you to review our ************************* for tips on identifying and avoiding potential scams.
  

  We understand this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience this may have caused. We would like to refer you to the following sections in our User Agreement.
  

  Section 2.3 ************************************ should only be used to send money to people that you know and trust, such as family and friends. Do not use the Service to send money to people you do not know, are not familiar with, or do not trust.
  
  Always be on the lookout for fraud. We urge you to think carefully before sending money to anyone that you do not know well. You should be cautious of deals or offers that seem too good to be true. Please contact us immediately by telephone at ************** if you think you have been or might be a victim of fraud.
  If you are aware of anyone or any entity that is using the Service inappropriately, please email us at ******************************* If you receive any fake (phishing) emails, purporting to be from Remitly, please forward them to us at *******************************
  

  Section 9.4 ***************** 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.
  

  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:01/02/2025

  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.

  On November 23, 2024 I was contacted by Remitly by phone as I was trying to send money to who I thought was a business associate in ********. This was my first and only transaction with Remitly. They needed to talk to me over the phone as apparently they do not accept any business transactions and I was not aware of this. They said they would make an exception and approved the transfer of money. The very next day I realized that it was a scam and another individual had opened an account with ********************** using my business associates full name. I contacted Remitly and they told me that I was in breach of their policies. I then wrote the president and his staff called me and told me the same, but would not and could not tell me what policy I broke. They informed me that they closed my account! I asked them to close the account of the fraudulent person and they refused to do so, citing that I was the one to break the rules. I explained that Remitly was well aware that I was sending money to a business (the rule is that you can only send money to individuals and not businesses) and THEY approved it. I have a recording of the conversation with Remitly where they refused to do anything about the fraudulent person's account and also refused to tell me what policy I broke. They did explain that ANYONE can open up an account with ANYONE's name and that no proof of identification is required, meaning that it is wide open to fraud. As I informed Remitly the very next day, it is unbelievable that they refused to put a hold on an account when I informed them that it was fraud and instead cancelled/closed my account instead.

  

  Business Response

  Date: 01/03/2025

  ******* *****
  ***************************,
  Suite 2020 ********,
  AB T5J 3R8 ******
  Daytime Phone:  **************
  Email: *********************************************************
  
  Date: January 3, 2025
  Re: Complaint Number 22756446
  
  Dear ******* *****,
  
  Greetings from Remitly. We are writing in response to the complaint received from the BBB dated 1/2/2025. Thank you for bringing your recent experience to our attention.
  
  We understand how this situation has caused frustration and would like to provide clarification regarding your transaction, R25887007153.
  
  During your call with our representative on November 23, 2024, you mentioned that the transfer was intended as payment for a service. While our service is primarily designed for personal money transfers, transactions for goods or services are permitted under specific terms outlined in our user agreement.
  
  As stated in the user agreement:
  
  "Commercial Transactions: You should not use the Service to send money except to people that you know. We are not responsible for the quality or delivery of goods or services that you pay for using the Service. You accept that using the Service to pay for goods and services is at your own risk."
  
  Additionally, before submitting the transaction, a message is displayed in the app or on our website: Do you know your recipient? If you send a transfer to a scammer, we might not be able to help, and you could lose your money. By proceeding with the transfer, you acknowledged these terms and agreed to assume the associated risks.
  
  We regret to inform you that we are unable to issue a refund for this transaction. As outlined in the user agreement, funds sent to pay for goods or services or in cases involving scams are not guaranteed to be recoverable.
  
  Your account was deactivated due to the reported scam in order to prevent any further transactions. This action was taken to ensure the security of our platform and to protect you and other customers from potential risks.
  
  We regret the challenges you have faced. If you have initiated a police report regarding the scam, we are willing to cooperate with law enforcement as part of their investigation.
  
  Again, we truly appreciate the time you have taken to address this matter with us.  *********** always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************. 
  
  
  Thank you.
  
  Remitly, Inc.
  
  
  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22756446
  
  I am rejecting this response because:

  1 - Their policy is to not accept payments from businesses, yet they accepted my payment after I told them it was for a business transaction.  Then they told me, and confirmed here below, that I broke their policy which resulted in them cancelling my account, not the scammer's account. If this is a policy, does Remitly need special licensing from the ******************** to allow for such transactions?

  2 - They informed me, and I have a recorded audio from the phone call to confirm this, that anyone can create an account with anyone's name and that no ID is needed to collect funds.  This is not legitimate and when I register my complaint with the ****, they will confirm whether this is legally permitted or not.
  
  3 - Again I want to point out that I called Remitly within 24 hours and they took no action against the scammer and refused to put a hold on the funds while they looked into the matter. Instead, their course of action was to cancel my account as if I am the scammer. This makes no sense to me and instead, shows enabling of illegal activities. 

  4 - If this matter is not cleared to my satisfaction and immediately, my next steps will be to contact the **** and then my lawyer.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/02/2025

  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 sent money through the Remitly application on Jan 2nd to my brother. The transaction went through in 1 minute. Due to different time zones, I wasnt able to confirm with him until later today. To my surprise he still hasnt received it, as he said his account can only receive USD. I immediately contacted Remitly saying that if his account cant receive the money how is it even showing delivered. Please see the screenshots for their response. They refuse to issue a refund. I believe this business is shady as many people also went through some sort of frauds like this. Please help me issue a refund as this is a lot of money for me. They wanted me to use debit card so that I cant contact my credit card bank for a refund.

  

  Business Response

  Date: 01/04/2025

  ***** ******
  ******************************************
  Daytime Phone:  **************
  Email: ******************************
  
  
  Date: January 4, 2025
  Re: Complaint Number 22755706
  
  Dear Customer Name,
  
  Greetings from **********************. We are writing in response to the complaint received from the BBB dated 1/2/2025. Thank you for bringing your recent experience to our attention.
  
  Thank you for taking the time to speak with us earlier regarding your concern about transaction R27492518930. We understand how important it is for you to resolve this matter promptly, and we truly appreciate your patience.
  
  As discussed during our call, the transaction has been canceled as per your request. The refund process has been initiated, and the funds will be returned to your payment method. Please note that refunds typically take up to ****************************** your account, depending on your bank's processing times.
  
  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.
  
  

• Initial Complaint

  Date:12/29/2024

  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.

  On 7/2/24, I was the victim of a phishing scam on Discord. I received a phishing message from a compromised friend's account claiming they and their friends accidentally reported my Discord account for fraud. They directed me to an account impersonating Discord's trust and safety team to resolve the issue and avoid a ban. This person deceived me into sending money, claiming it was for verification and would be refunded. Later that evening, I realized it was a scam and contacted ***** Fargo to dispute the charges. Most transactions were blocked, but two went through: $1,005 via ****** and $1,000 via Remitly. The ****** transaction was resolved, but Remitly's was not. I filed a claim with ***** Fargo (***********), but it was declined around 8/20/24 because Remitly was uncooperative. **************** advised me to contact Remitly, but their customer support was unhelpful. I reopened the claim with evidence of the phishing attempt (*************), but it was denied on 9/19/24. I escalated it (*****************), but it was denied again on 10/9/24. ***** Fargo told me to contact Remitly again. A branch representative suggested threatening to report Remitly to the BBB. Despite this, Remitly's support remained uncooperative.

  

  Business Response

  Date: 12/29/2024

  ****** *********
  *****, *******; 55436
  Daytime Phone: **************
  Email: **********************************
  
  Date: 12/29/2024
  Re: Complaint Number 22741956
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/29/2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you described being a victim of a phishing scam through the Discord platform, where someone pretending to be a trusted source deceived you into sending $1,000 through Remitly for verification purposes. You contacted ***** Fargo, initiated a dispute, and later reached out to us, requesting a refund for this unauthorized transaction. You believe that Remitly has not been cooperative in resolving this matter, and **************** advised you to contact us directly to seek a resolution.
  
  After reviewing your account, we found the following:
  
  -On July 2, 2024, you created your Remitly account and initiated a $1,000 transaction (R90580395266), which successfully passed our automatic verification process and was completed as intended.
  -During account setup, you provided valid identification and completed a liveness video, which met our verification requirements.
  -On the same day, you attempted a second transaction, which was flagged and declined after a review by our Customer Protection Team. Your account was subsequently suspended to prevent further potential fraudulent activity.
  
  You indicated that you realized you were a victim of a scam on the same day and promptly contacted your bank, ****************, to open a claim. You also shared that, aside from using Remitly, you had used another platform to send funds to this individual. Most of these attempts were automatically blocked by their systems, except for one additional transaction processed through *******
  
  For the transaction with Remitly (R90580395266), you escalated a dispute twice, and each time we received a chargeback request related to it. We represented this transaction in every instance, and each dispute was ultimately resolved in our favor. In the end, a **************** representative advised you to reach out to us directly, suggesting you mention the potential filing of a BBB complaint.
  
  As outlined in Remitlys User Agreement, the following section is relevant to your case:
  9. IMPORTANT SERVICE RESTRICTIONS
  3. 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.
  
  Additionally, before submitting a transaction, we display a disclaimer advising customers to send money only to people they know personally. You can find more information in our *********** articles:
  
  -How do I protect myself from scams or fraud? This article reminds customers to send money only to people they know personally. Remitlys service is intended for transfers to family, friends, and others with whom you have a personal connection.
  -We note that if you send money to a scammer, we might not be able to assist in recovering your funds, and you could lose the money sent.
  
  These policies are in place to safeguard the integrity of transactions processed through our platform.
  
  In this case, we regret to inform you that we are unable to uphold your complaint. The transaction was completed per your request, and the chargeback dispute was resolved in our favor. We understand this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience or confusion experienced.
  
  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: 01/02/2025

   
  Complaint: 22741956
  
  I am rejecting this response because:
  

   

  I was a victim of phishing, I never intended to send money to a random person who wasn't affiliated with Discord over Remitly. Remitly is falsely accusimg me of intending to make the transaction.

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

• Initial Complaint

  Date:12/28/2024

  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.

  Fraud was comitted on Nov 21, 2024 using my debit card. Two transactions occured and one I have eeceived compensation for from my bank. I called Remitly on Nov 13, 2024 when I saw the charges and explained the situation and they agreed to refund me because they found I did not have an account with them. Since then ive been waiting and calling back on Nov 21, Nov 24, Dec 11, Dec21, and today Dec 28 all of 2024. They tell me my case is being escalated and it never was each agent tells me somethibg different and nithing transpires and now he just told me that they are not going to give me my money so ive been waiting for nothing. Ive had bills that were late because of this and have been charged late fees also I have file a comolaint on the ******* website that my bank told me to do in order to reopen this closed case and then they told me they could not reopen it. I would like a full refund and whatever else Im entitled to for late fees if thats possible. Ive included the case number below that I have with Remilty when i filed the complaint.

  

  Business Response

  Date: 12/30/2024

  ****** *****
  CA  92308
  Daytime Phone: **************
  Email: ***************************
  
  Date: 12/30/2024
  Re: Complaint Number 22741099
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/30/2024. Thank you for bringing your recent experience to our attention. We deeply regret to hear about the challenges youve faced and the inconvenience caused by this situation. We understand how distressing it can be to discover unauthorized transactions, especially when they result in financial stress. 
  
  After reviewing the case, we note that the transaction in question, totaling $39, was reported to us on November 13, 2024. At that time, we deactivated the associated profile to prevent any further unauthorized activity. We acknowledged the inconvenience caused by the unauthorized transaction of $39. However, the transactions were 3DS verified. This indicates that you, as the cardholder, authorized the transaction by verifying it through an additional security step, such as receiving an SMS code on your phone or approving a push notification on your registered device. If this verification wasn't completed, our system would show 3DS unverified or no. 
  
  We also recommended that you contact your bank to update your card details and dispute the charge directly. Once your bank contacts us, we will cooperate with them or the card provider by providing any required details. Your bank will then provide you with the final 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.
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22741099
  
  I am rejecting this response because:
  If I was lying about this I would have a story, but I don't . I don't know how to commit fraud or get peoples information and use it to buy things, so I really don't know what to say. All I know is that you have to have an account with ********************** to send money out of the country, so if they confirmed I don't have an account , then how did someone send money without one ? You would think they would have opened one in my name right,? You said you would refund me the very first time I contacted you and you gave me the run around for a month after that. I can't get any information on where my money went and that would clearly clear this up. So who are you protecting in this matter? I'm not giving up and certainly will let everyone know how you do business. You clearly lied to me and that doesn't look good on you.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/29/2025

  ****** *****
  CA  92308
  Daytime Phone: **************
  Email: ***************************
  
  Date: 01/29/2025
  Re: Complaint Number 22741099
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated December 30, 2024. Thank you for bringing your recent experience to our attention.
  
  We understand how challenging and frustrating this situation must be, and we appreciate the opportunity to provide further clarification. Please know that we take these matters seriously and have thoroughly reviewed your case.
  
  You expressed concern about not having a Remitly account and how the transaction was processed. The transaction was authorized through 3D Secure (3DS) verification, which confirms the cardholder's identity using a one-time code sent via SMS, a push notification, or another authentication method. Without this verification, the transaction would have been flagged as unverified and likely declined.
  
  While Remitly does require an account for sending transactions, if valid payment credentials are used and security verification is passed, the system recognizes the payment as authorized and allows the transfer to proceed. In cases of unauthorized transactions, we strongly recommend reporting the charge to your bank, as they have the ability to investigate and take appropriate action.
  
  We want to assure you that Remitly does not have any incentive to withhold funds or protect fraudulent activity. Since the charge was verified, your bank is best positioned to assist. Once they initiate a dispute, they will contact us for additional details, and we will fully cooperate with their investigation. Your bank will then provide the final resolution based on their findings.
  
  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:12/26/2024

  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'm on a robot, November 26th a company named ************************ took all the money out of my account to transfer it to someone don't know who went to the bank and talked to the bank and they had a file 3 cases of fraud. And then I got my money back. I don't know if it was from the company. Or from the bank, I think it was from the bank and the very next day after I got my money back. The same company went in and took $600. And now I have no bank account that closed out the third bank account. And I. Have no access to money. Because my account is locked and I would like you to help me. Look into this to see what's going on. Because I don't know what to do further about this. I've been to the bank. I've been on the phone. I've done everything. Human. Possibly to settle this regions. Just can't get them stopped from going into my account. So thank you very much.

  

  Business Response

  Date: 01/02/2025

  Re: You have a new message from the BBB # ********

  ******* ****
  ******************************
  ************, *******; 72801
  Daytime Phone: **************
  E-mail: *****************************
  
  Re: BBB # ********

  Dear ******* ****,
  
  We are writing in response to the complaint you filed with the Better Business Bureau on December 26, 2024. Thank you for bringing your recent experience to our attention.

  In your complaint, you reported that on November 26, money was withdrawn from your account by ********************** and ************ without your knowledge. Your bank filed fraud cases, and the funds were returned. However, the next day, $600 was taken again, leading to your account being closed. 

  We understand how troubling and inconvenient this situation must be for you. Please rest assured that we take unauthorized transaction reports very seriously and are committed to thoroughly investigating and resolving such matters.

  Actions Taken So Far

  After carefully reviewing the details provided in your complaint, we were unable to locate an account within our system that matches your information. Our team has made several attempts to contact you through the phone number and email address included in your complaint; however, we have not been able to establish contact.

  Next Steps to Assist You

  To help us investigate further and provide you with the support you need, we kindly request additional information regarding the transaction. Specifically:

      The last four digits of the card used in the transaction(s) in question and the amount/s charged.

  This information will enable us to conduct a more comprehensive search and ensure we address your concerns accurately.

  Recommendations for Immediate Action

  While we continue our investigation, we strongly recommend taking the following steps to secure your account and funds:
  

      Contact ************:
              Inform them about the subsequent unauthorized withdrawal of $600 on November 27, 2024.
              Request additional measures to secure your account and prevent further unauthorized activity.
      Monitor Your Account Statements:
              Keep a close eye on your account for any unusual activity.
              Report any suspicious transactions to your bank immediately.

  If you suspect that you were a victim of identity fraud, we encourage you to seek assistance from your local law enforcement agency.

  Our Commitment to Resolving Your Issue

  We are fully committed to resolving this matter as quickly and effectively as possible. Once we receive the requested information, we will prioritize the investigation and provide you with updates throughout the process.

  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
  
  

  
  

• Initial Complaint

  Date:12/25/2024

  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 received an email from Remitly stating that my wire transfer was complete to someone named ***** ***** for $840 in ***************. I have never heard of Remitly, nor have I ever sent money with them. I do not know anyone in *************** . My information has been stolen including my name, address, phone number and debit card. That stolen information was used to create an account and transfer funds from my bank through Remitly. This transaction took place at 1:57am December 25th,2024. I contacted Remitly at 1:54pm December 25th and informed them of the fraudulent charge. They told me they would work to find the party who stole my information, but could not say that I would receive a refund. I feel that they are fully responsible for this fraud. They do not verify emails when members create an account and they do not verify the phone numbers associated with the account. I have read many stories of the same fraudulent activity happening to them. I'm worried that I will not get a refund since the funds have been collected and they will cancel my investigation. I feel exploited and unable to do anything since all banks are closed today for Christmas. I was given confirmation code from Remitly and it is *********. In a nutshell my identity was stolen and used to create a Remitly account under my name. Said account then used to charge my stolen debit card information to send $840 to ***** ***** who I have never heard of. The receipt sent to my email had the confirmation code of R52 826 372 477.

  

  Business Response

  Date: 12/26/2024

  ****** *****
  *******************************************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  Date: 12/26/2024
  Re: Complaint Number 22729985
  
  Dear ******,
  
  Greetings from Remitly. We are writing in response to the complaint received from the Better Business Bureau dated 12/26/2024. Thank you for bringing your recent experience to our attention. We understand how distressing it can be to have your personal information compromised, and we appreciate your swift action in contacting us on December 25, 2024, regarding this issue.
  
  We sincerely regret to hear that your identity was stolen and that a Remitly profile was created without your knowledge or consent. We understand that the transfer R52826372477 of $840 was not authorized by you, and that you have no association with this transaction.
  
  Unfortunately, since the transfer was completed before we could address your concern, we are unable to cancel the transaction as the recipient has already collected the funds. During your conversation with our Customer Protection Team, we advised you to contact your bank immediately to update your payment information to prevent any further unauthorized use of your compromised information. We have also taken the step to suspend the Remitly profile associated with your name to avoid any future misuse.
  
  We kindly ask you to file a formal chargeback request with your bank. We want to reassure you that we will fully cooperate with their investigation and provide any necessary details they require. Your bank will work directly with you to resolve the dispute based on their findings.
  
  We deeply regret the inconvenience and frustration this experience has caused you. 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: 12/31/2024

   
  Complaint: 22729985
  
  I am rejecting this response because: I received the emails stating the time of the transfer and time of pickup. The difference in time was 1minute. There is no way I could have stopped the pickup. I never received a verification sent to my email to confirm my identity. I fear this will happen to others who will lose their savings just as I have. Scammers are using this wire transfer service because of all the gaps in Remitly security. It would seem that Remitly will always defer scammed individuals to speak with their bank and hope they can recover their funds. My identity was stolen and changed (my date of birth and phone number) so that I could not stop the transfer, nor could I cancel the account made in my name without authorization. I not only fear this will happen to me again in the future due to such lax security, but I also fear for all the innocent people who might not have the chance to recover their funds in the future. I have reported this to the BBB because I feel that Remitly is unintentionally on the side of scammers with little care to the people affected by these scammers.
  
  Sincerely,
  
  ****** *****