|
10849298
|
2024-11-19
|
Other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Other transaction problem
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-11-19
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-19
|
| Complaint What Happened |
What happened?
On XX/XX/year> an unauthorized transaction of {$1300.00} was processed through Remitly using my account. I did not authorize this transaction. I immediately contacted Remitly to report the fraud and provided evidence, including a police report. I even called Remitly customer service to try and locate the fraudster via IP address and the agent was able to pinpoint it to XXXX or XXXX. I live in XXXX. I have zero relatives or associates in those cities. This is highway robbery in broad daylight.
Remitly admitted in writing that the transaction was fraudulent but has refused to issue a refund despite acknowledging the fraud. This violates their responsibility to protect consumers from unauthorized transactions.
What steps have you already taken to resolve the issue I contacted Remitly to report the fraud and provided all required documentation I submitted a police report and other supporting documents.
Despite acknowledging the fraud, Remitly denied my refund.
How would you like this issue to be resolved?
I am requesting that Remitly refund the {$1300.00} that was fraudulently taken from my account and ensure their compliance with consumer protection laws. Remitly ADMITTED to this being a FRAUDULENT TRANSACTION & they suspended the fraudster posing as me to transfer Ugandan currency to themselves. Clearly they are very much aware that they are at fault.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10752302
|
2024-11-12
|
Problem with customer service
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Problem with customer service
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Foreign currency exchange
|
| Date Received |
2024-11-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-12
|
| Complaint What Happened |
I have a lot of previous transactions with the Application and I have never had any problems before. This time I transferred huge a amount and sent it to a bank in the XXXX but never received it. 2 transactions failed also because the customer service told me to try again and still did not receive it. Now lost bigger amount and it was for my moms medication.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7537520
|
2023-09-12
|
Managing an account
|
Checking or savings account
|
|
| Issue |
Managing an account
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Checking or savings account
|
| Sub Issue |
Deposits and withdrawals
|
| Sub Product |
Checking account
|
| Date Received |
2023-09-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-09-12
|
| Consumer Consent Provided |
Consent not provided
|
|
|
5472108
|
2022-04-20
|
Unauthorized transactions or other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Unauthorized transactions or other transaction problem
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Mobile or digital wallet
|
| Date Received |
2022-04-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-04-20
|
| Complaint What Happened |
I used the Remitly app to transfer money to a XXXX XXXX digital mobile money wallet account. I need to report two transactions : Remitly Reference number XXXX : XXXX for {$50.00} XXXX on XX/XX/2022 Remitly Reference number XXXX : XXXX for {$150.00} on XX/XX/2022 These transactions are showing as 'delivered ' on the Remity app but there is no record of receipt on the XXXX XXXX XXXX wallet app.
I am suspecting fraud from either Remitly or XXXX.
I spoke to Remitly and was told the transactions have been delivered and confirmed as delivered by the XXXX partner bank. This contrasts the statement from XXXX XXXX that said they have not received the funds from Remitly and no deposit has been made to the recipients XXXX account.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3415540
|
2019-10-23
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Servicemember
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2019-10-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-10-23
|
| Complaint What Happened |
Complain is in regards with the money that I sent to my family in the XXXX which haven't been claim yet I sent the money last XX/XX/2019 with name of XXXX XXXX XXXX the name was correct and the address, phone number but suddenly the account was enter was wrong i don't know why i report it to remilty that the account was enter was wrong them to correct but they tell me to contact the XXXX in XXXX. my Family in XXXX went to the bank they told her the account number that sent the money was not exist so the money was not sent to XXXX account they said that we have to contact again the remitly but remitly still insist that the transcation was completed been seeking for help for almost a week now still no answer which is so frustrating.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10435126
|
2024-10-12
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Foreign currency exchange
|
| Date Received |
2024-10-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-12
|
| Complaint What Happened |
On XX/XX/year>, I received a text message on my cell phone that a transfer had been completed by REMITLY Bank to a person named XXXX ( who I do not know, and did not make the transfer ) ; Soon after, I tried to access my REMITLY account and received information about a DATA LEAK ; I accessed my XXXX XXXX app and noticed that the transaction was pending and they had used my XXXX XXXX debit card information for this transfer. I then called customer service and spoke to the XXXX XXXX fraud department ( XX/XX/XXXX, XXXX XXXX ). I was informed that I should go to a bank branch on Monday, after the transaction was completed, because since it was pending there would be nothing to do ; I then ( XX/XX/XXXX XXXX ) logged into REMITLY BANK 's customer service chat where I spoke to XXXX XXXX XXXX about what had happened, she referred me to XXXX XXXX from the fraud department who advised me that my account should be cancelled, that the transaction would not be completed and the money would be returned to my account ; As per the guidance received during the call with XXXX XXXX customer service, I scheduled an in-person appointment for FRAUD CLAIMS ( XX/XX/XXXX, XXXX XXXX ) ; On Monday, XX/XX/XXXX, I went to the bank branch and spoke to XXXX XXXX XXXX ( Relationship Banker II ). I had already blocked my card online. She advised me to cancel it and issued a new debit card. However, the transaction was still pending and she asked me to speak to her as soon as the transaction was completed ; On Tuesday, XX/XX/XXXX, the transaction was completed, so I sent an email to XXXX XXXX XXXX, but I had already made the claim online ( Claim ID XXXX ) ; On XX/XX/XXXX at XXXX XXXX I called REMITLY BANK again, asking about the return of my money. I spoke to XXXX XXXX, who asked me for several pieces of information. Using my debit card number she was able to find the transaction to the account of a woman named XXXX XXXX. I told her that I didn't know this person and had not carried out this transaction. She said that since the transaction used my XXXX XXXX debit card, I should start a claim with the bank so that they could return the money and a internal investigate will be open. I asked them to send me the recording of the call. She told me that this was property of REMITLY BANK so she couldn't send it to me
|
| Consumer Consent Provided |
Consent provided
|
|
|
3646857
|
2020-05-11
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2020-05-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-05-11
|
| Complaint What Happened |
I wonder where this money of mine my registration number : XXXX
|
| Consumer Consent Provided |
Consent provided
|
|
|
3623782
|
2020-04-26
|
Problem with customer service
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Problem with customer service
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Refund anticipation check
|
| Date Received |
2020-04-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-04-26
|
| Complaint What Happened |
I made three transfers using the remitly application, later I canceled them and I was informed that I would have to wait 10 business days to receive my money, it has been 3 weeks and I do not receive any refund, I try to communicate with the company but I do not have access to the customer service.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6216189
|
2022-11-17
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Foreign currency exchange
|
| Date Received |
2022-11-17
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-11-17
|
| Complaint What Happened |
I SEND WITH REMITLY THE AMOUNT OF {$550.00} AND {$280.00} ON XX/XX/XXXX THE MONEY NEVER GET TO THE XXXXXXXX XXXX ACCOUNT ITS HAVE BEEN A MONTH AND NOT ANSWER FROM THEN AT AT ALL I HAVE MAKE SEVERALS CALL AND NOTHING BE RESOLVED
|
| Consumer Consent Provided |
Consent provided
|
|
|
10564352
|
2024-10-24
|
Other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Other transaction problem
|
| Timely |
No
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-10-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-24
|
| Complaint What Happened |
This company who i have a verified account with allowed someone to make 9 purchases with a debit card with my name on it under an account that is not mine.. this company only allows users to sign up and use their services if you have successfully verified your identity which i did when i signed up so how was some allowed to make a verified account in their own name and use my debit card that has my name on it. Which they obtained by getting into my bank account creating a virtual card to use on this site. My bank has denied my claims for a dispute and the company will not return my calls or answer .. on XX/XX/year> for the 3rd time my bank gave access to someone else I did not regain access to my account until XXXX all my accounts and even social media has been hacked .. they were able to get access to my phone emails and all accounts..
|
| Consumer Consent Provided |
Consent provided
|
|
|
4869147
|
2021-11-02
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Older American
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2021-11-02
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-11-02
|
| Complaint What Happened |
XX/XX/2021 On XX/XX/2021 process was initiated to send money to my son in XXXX XXXX as I had done several times previously. After not receiving the transfer I called and was told there was a delay... later that day I received email requesting proof of my identity, which was provided by the means they requested.
Called back on XXXX XXXX, and XXXX XXXX they said all was OK and would be solved in 4 hours.
Nothing to this date. And this is the second time they do this with the same excuse
|
| Consumer Consent Provided |
Consent provided
|
|
|
9766314
|
2024-08-09
|
Other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Servicemember
|
| Issue |
Other transaction problem
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-08-09
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-08-09
|
| Consumer Consent Provided |
N/A
|
|
|
7578426
|
2023-09-20
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-09-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-09-21
|
| Complaint What Happened |
ON XXXX XXXX I CREATE AN ACCOUNT FOR TRANSFER MY MONEY ( XXXX ) FROM XXXX ( XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX. MY MONEY DIDN'T ARRIVE SAFFETELY THEY SEND ME REQUIREMENTS OF MY PERSONAL INFORMATION OF THE ACCOUNT IN EMAILS. THEN MY DEBIT CARD THAT WAS PROVIDED FOR MAKE THE TRANSFER, THEY TRY TO MAKE CHARGES IN DIFFERENT STORES OF CALIFORNIA IN XXXX I WAS VICTIM DE SCAM OR FRAUD AFTER THEY MAKE THE CHARGE APPROVED BY ME. MY MONEY WAS DEBITED FROM MY BANK ACCOUNT ( XXXX ) WITHOUT AUTORIZATION. VIOLATING MY SECURITY INFORMATION THEY GIVE ME A RESOLUTION OF REFUND MY FUNDS. THE NEXT DAY THE TOLD ME THEY WON'T REFUND ME BECAUSE WHAT HIS AGENTS SAID WAS NOT GUARANTEED IN THESE DAYS. AGENTS HANG UP MY CALLS.AND DIDN'T TRATE ME WITH RESPECT. MY XXXX BANK ACCOUNT IS NOW IN INVESTIGATION OF XXXX. I DONT HAVE ACCESS, I WAS TRYING TO LOOK VERY CLOSE WHAT HAPPEN AND I GUESS I HAVE A XXXX ( PHONE WITH XXXX ) I CONNECT TO A LOT OF WI-FI IN AIRPORTS AND ONE OF THE COMPANY REMITLY STOLE MY INFORMATION.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7035929
|
2023-05-27
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-05-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-05-27
|
| Consumer Consent Provided |
Consent not provided
|
|
|
10481438
|
2024-10-16
|
Managing an account
|
Checking or savings account
|
|
| Issue |
Managing an account
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Checking or savings account
|
| Sub Issue |
Deposits and withdrawals
|
| Sub Product |
Checking account
|
| Date Received |
2024-10-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-21
|
| Consumer Consent Provided |
Consent not provided
|
|
|
8192873
|
2024-01-20
|
Problem with a purchase shown on your statement
|
Credit card
|
|
| Issue |
Problem with a purchase shown on your statement
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Credit card
|
| Sub Issue |
Credit card company isn't resolving a dispute about a purchase on your statement
|
| Sub Product |
General-purpose credit card or charge card
|
| Date Received |
2024-01-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-01-20
|
| Complaint What Happened |
XX/XX/XXXX I ordered a membership for discount oversea travel with XXXX $ but then they ask me to put credit card information and the account use to transfer money to activate account, but then I dont know they got my password and charge XXXX $ and XXXX $ without my permission I try contact them but they blocked me, and then I call my bank to dispute it at XX/XX/XXXX until XX/XX/XXXX they declined my dispute, and I already contact to Remitly App money transfer they block my acc and refused to help resolve this case. I need u guys help to fix it please!
|
| Consumer Consent Provided |
Consent provided
|
|
|
7223652
|
2023-07-08
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-07-08
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-08-04
|
| Complaint What Happened |
Transaction receipt from Remitly : Recipient : XXXX XXXX XXXX Transfer No. : XXXX XXXX XXXX XXXX DELIVERED XXXX {$100000.00} We have confirmed funds were deposited to your recipient 's XXXX XXXX account. Your transaction is complete and we hope to see you again.
ARRIVAL TIME XX/XX/2023 XXXX XXXX EDT ( XX/XX/2023 XXXX XXXX AST ) TRACK YOUR TRANSFER Your debit card Remitly Recipient 's bank Recipient 's account Success! Your deposit has been confirmed.
XX/XX/XXXX, XXXX XXXX EDT As I post this complaint ( XX/XX/2023 @ XXXX ), I have yet to receive the funds in my account, although the transaction status shows " delivered '' on the Remitly website : XXXX XXXX XXXX XXXX USD XXXX DOP Reference number XXXX DELIVERED We have confirmed funds were deposited to your recipients XXXX XXXX account. Your transaction is complete and we hope to see you again.
Your debit card Remitly Recipient 's bank Recipient 's account Success! Your deposit has been confirmed.
XX/XX/XXXX, XXXX XXXX EDT I contacted the customer service chat and the customer service rep told me it takes their " specialized unit '' about 3 business days to contact me for a response.
THE PROBLEM : I was offered a lower USD/DOP rate of exchange for the " Express Service '' yet I will end up receiving the money in 7 days, which on the Remitly website the offer for a 7 day transaction, the Rate of exchange is higher than that of the " Express Service ''.
|
| Consumer Consent Provided |
Consent provided
|
|
|
8232077
|
2024-01-26
|
Unexpected or other fees
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Unexpected or other fees
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-01-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-01-26
|
| Complaint What Happened |
1 ) I created a Remitly account using my personal information.
2 ) Added a my brother as a recipient.
3 ) Added my own debit card as a payment method.
After all of the above, I proceeded to complete the transaction and got a confirmation email they are reviewing the transfer.
After few minutes later my transfer got cancelled, and my Remitly account got locked without any attempt to contact me or requesting information/documentation. I then proceeded to call Remitly to find out more information as to why my transfer was cancelled but they could not provide me with an answer, and was advised by a the phone representative to use their online chat to submit a request to unlock the account so I did.
But after they reviewed the account they sent me an email saying : " we will not be able to reactivate your profile because it violates our User Agreement. This decision is final '' Like I mentioned previously, I have reviewed my account and sender details as well as payment method used, and everything was in accordance to their term and conditions.
I had created an account using my personal information to send money to my brother in XXXX, and using my own payment method under my name, therefore the reason I am completely lost as to why I wasn't able to complete the transfer without an explanation which seems completely unfair.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6736714
|
2023-03-22
|
Other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Servicemember
|
| Issue |
Other transaction problem
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-03-22
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-03-22
|
| Consumer Consent Provided |
Consent not provided
|
|
|
8413454
|
2024-02-24
|
Other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Older American
|
| Issue |
Other transaction problem
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-02-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-02-24
|
| Consumer Consent Provided |
Consent not provided
|
|
|
7984119
|
2023-12-11
|
Problem with customer service
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Older American
|
| Issue |
Problem with customer service
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Foreign currency exchange
|
| Date Received |
2023-12-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-12-14
|
| Complaint What Happened |
I have been using Remitly.com to transfer money to my friends in XXXX over the last couple of years. Occasionally, During 2023 I had four transactions that were debited from my account that I had to cancel. I received confirmation emails that the transactions were canceled but the money was never deposited to the account. I have been trying sent XXXX of 2023 to resolve the issue. Basically, they have been blowing my off saying the money was returned even though I sent statements in showing the money went out of the account but was never returned. The four transactions add up to over {$500.00} XX/XX/2023 XXXX USD ( on this one there were two transactions around this date that were canceled and they return one of them ) XX/XX/2023 XXXX USD XX/XX/2023 XXXX USD XX/XX/2023 XXXX USD I have all the cancellation notices and sent them all my bank statements showing the money was never returned. They keep on saying the money was returned and I should have my bank trace the money. They basically stole over {$500.00} from me
|
| Consumer Consent Provided |
Consent provided
|
|
|
8136979
|
2024-01-10
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Foreign currency exchange
|
| Date Received |
2024-01-10
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-01-10
|
| Complaint What Happened |
I am writing to bring to your attention a concerning issue related to a recent transaction conducted through the Remitly APP using my Bank XXXX XXXX XXXX The details of the transaction are as follows : Date of Transfer : XX/XX/2023 Time of Transfer : XXXX PM EST Amount : {$6900.00} Original Recipient : XXXX XXXX XXXX XXXX Original Reference Number by Remitly : XXXX I opted for the express delivery service, which the merchant ( Remitly ) failed to fulfill within the specified timeframe. Subsequently, the merchant requested additional personal information, including my documents such as Social Security, XXXX, and Driver 's License, to verify my identity and transaction details. Despite providing the required information promptly, the transfer did not occur as promised.
Following numerous attempts to seek updates on my transfer, I received an email and text from Remitly, dated XX/XX/2023, at XXXX PM EST, confirming the completion of the transfer. However, to my dismay, the recipient 's name had been changed to XXXX XXXX XXXX XXXX, and a new reference number, XXXX, was assigned, without my authorization or consent. I hereby declare that I do not know the individual named XXXX XXXX XXXX XXXX, and I have no relationship or association with him. The unauthorized change of the recipient 's name to XXXX XXXX XXXX XXXX in the Remitly transfer is a matter of serious concern, and I affirm that I did not initiate or approve any such alteration to my transaction.
I immediately contacted Remitly seeking an explanation for this unauthorized change and requested a refund since it contradicted the original terms and conditions agreed upon during the transaction. In response, Remitly closed my account, initiated a claim on file, and instructed me to contact my bank for further assistance. Despite my inquiries, Remitly has not provided any explanation for the change in recipient and reference number. This was an internal fraud by Remitly.
I would like to emphasize that, as per Remitly 's terms and conditions, any alterations to a transfer are prohibited after the transfer receipt or upon reviewing. I did not authorize or initiate any changes to my transaction. The actions taken by Remitly are in clear violation of the agreed-upon terms.
I kindly request to investigate this matter thoroughly, retrieve the funds transferred erroneously, and take appropriate action against Remitly for their unauthorized changes and failure to comply with agreed-upon terms. I am more than willing to provide any additional information or documentation required for a swift resolution of this issue.
Thank you for your prompt attention to this matter.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6317111
|
2022-12-13
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2022-12-13
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-12-13
|
| Complaint What Happened |
On XX/XX/XXXX I sent {$2000.00} to myself through XXXX to my acct in XXXX XXXX. I chatted with XXXX to let them know I had noticed a mistake in the bank acct number. They stated the money had been delivered yet it was not showing in my account in the XXXX XXXX. I have already contacted both compliance departments at XXXX XXXX XXXX and XXXX which I spoke to the head of the money transmissions division who couldn't find the transaction registered on his system either with my name or my phone number. He told me to tell XXXX to contact him directly ( which they didn't do ). When I first contacted XXXX to present the claim, the stated they would escalate to the escalation team which would reach and let me know of the status. Every time I have called, I receive the same answer and nobody calls me back. MY previous 2 caslls I spoke to supervisor XXXX who told he would call me back by the end of the day but never did either. I am still waiting on an answer from anyone at XXXX. There is also misleading information since the XXXX system states the funds were delivered yet the money is not yet available ( images uploaded ).
|
| Consumer Consent Provided |
Consent provided
|
|
|
7337482
|
2023-08-02
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Older American
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-08-02
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-08-02
|
| Consumer Consent Provided |
Consent not provided
|
|
|
10253411
|
2024-09-26
|
Confusing or missing disclosures
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Confusing or missing disclosures
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
Foreign currency exchange
|
| Date Received |
2024-09-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-09-26
|
| Complaint What Happened |
On XX/XX/XXXX I place a money transfer to XXXX from the US and it now XX/XX/XXXX three weeks past I have not received it. Remitly claim the XXXX government is asking for documents I supply all the documents XXXX different times. Sometimes the same documents was ask over XXXX times. I sent all the documents. I still haven't got my money in XXXX. I asked for proof of the requested documentations, and why my money is not being delivered and I had no reply about it all these days. My money is on hold somewhere disrupting my business.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10323399
|
2024-10-02
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-10-02
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-04
|
| Complaint What Happened |
I am filing this complaint regarding the unlawful withholding of funds by Remitly and their lack of transparency, poor communication, and failure to provide an explanation or resolution.
Details of the Issue : I attempted to transfer {$990.00} through Remitly from the account of XXXX XXXX XXXX to a beneficiary in XXXX, XXXX XXXX. The transaction was canceled by Remitly without explanation, and the account was subsequently suspended. Despite this, Remitly has withheld the funds and suggested that will hold for it over 10 days, leaving them in a pending status.
XXXX XXXX has made several attempts to contact Remitlys customer service via phone, email, and chat and they XXXX himself XXXX XXXX also via whatsapp and his email, but no resolution has been offered. The only response received has been a generic acknowledgment that his emails were received, without any further action or explanation. A representative named XXXX advised XXXX XXXX to create a new account after couple attemting to sent the funds to XXXX occurred. But the same issue occurred with the second account, with the transaction being canceled again and the funds still withheld from XXXX XXXX XXXX bank account.
This situation has caused significant distress, as XXXX XXXX, the intended recipient, is XXXX citizen, XXXX XXXX XXXX, legally XXXX, and relies on the funds for essential medications. Remitly 's continued withholding of these funds is unlawful under consumer protection laws and regulations, including the Electronic Fund Transfer Act ( XXXX ) and Consumer Financial Protection Bureau ( CFPB ) guidelines, which mandate transparency and fairness in financial transactions.
Remitly has failed to provide any clear communication, has not returned the funds, and has taken no action to resolve this issue despite repeated efforts to contact them.
XXXX Requested : I am requesting that Remitly immediately release the funds to the intended recipient or return them to XXXX XXXX account. Additionally, I request that they provide a clear and transparent explanation for the account suspension and cancellation of the transaction.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6827667
|
2023-04-11
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-04-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-04-11
|
| Complaint What Happened |
I sent U {$150.00} from USA to Colombia with express payment but the funds where not deliver not the day neither the next day and when I contacted the company they said the complaint may take 7 business days to resolve
|
| Consumer Consent Provided |
Consent provided
|
|
|
6535026
|
2023-02-06
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Tags |
Servicemember
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-02-06
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-02-07
|
| Complaint What Happened |
I advised this company remitly i was a victim of identity theft someone stole my identity and open profiles in there company sent money from my business account to overseas falsificate documents and I want them to refund my money and closed any profile they have of my name XXXX XXXX XXXX or my company XXXX of there site I submitted police report I never authorized someone to open a profile in this company any transactions auhthorize are fraudulent and product of theft I never open a account I sent police report this company allows theft
|
| Consumer Consent Provided |
Consent provided
|
|
|
9598783
|
2024-07-24
|
Other transaction problem
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Other transaction problem
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2024-07-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-07-24
|
| Complaint What Happened |
I paid a XXXX XXXX a merchant using remitly service $ XXXX XXXX in XXXX for XXXX XXXX goods. The goods were never received. I am at a loss for $ XXXX dollars. I would the funds to be returned to me, in the form of a refund.
I attached the invoice. I had even left the rep a tip. Never received and i placed this order in the middle of XXXX XXXX is XX/XX/XXXX.
I have been scammed by a vendor that regularly uses Remitly to collect payments from consumers. I would like a refund please. Please do the right thing, as there is a business using your services to do the wrong thing.
Thank you kindly
|
| Consumer Consent Provided |
Consent provided
|
|
|
7151643
|
2023-06-22
|
Fraud or scam
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Fraud or scam
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2023-06-22
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-06-22
|
| Complaint What Happened |
I have been used Remitly to send money without problem. On XX/XX/2023, I sent a {$1800.00} USD transfer to a bank in XXXX. The money never arrived. Since that day I have been traying to obtain a copy of the bank transfer number ( not the Remitly reference ) without success. They offer to return the money then said that the bank in XXXX received, that they escalate the situation. It is no manager or legal department to talk and no one have a real answer. Has been 22 days.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3779062
|
2020-08-05
|
Money was not available when promised
|
Money transfer, virtual currency, or money service
|
|
| Issue |
Money was not available when promised
|
| Timely |
Yes
|
| Company |
Remitly, Inc.
|
| Product |
Money transfer, virtual currency, or money service
|
| Sub Product |
International money transfer
|
| Date Received |
2020-08-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-08-13
|
| Complaint What Happened |
Remitly is the money transfer company. Ive sent {$500.00} to XXXX express however the account number fo the recipient was incorrect and the transfer was never finalized. Yet Ive received a receipt from Remitly showing the money was delivered successfully. I have all the records on my phone and pictures of the transfer transaction.
Since then Ive corrected the account number and sent and addition {$100.00} to see if it would be delivered with no problem, which it was.
All this started on XX/XX/2020 and I have been talking with Remitly several times but theyre giving the run around- saying theyre are working on it as Ill know in 4 hours. I need help in disclosure this unsafe and dishonest way of dealing with American citizens. I cant afford to loose money.
Please contact me if you can help further - I do have evidence of all transactions made. XXXX XXXX
|
| Consumer Consent Provided |
Consent provided
|
|
