Remitly
complaints

I was using my transfer as usual and then they decided one day to suspend my account because I violated some agreement they have...how? All I've done is send money and it all works out every time I've used you for a year.

Customer service could not give me any explanation why my account is permanently suspended... I have done nothing wrong at all.. never again.

My Remitly account was recently suspended without explanation. I was told that there would be no explanation due to security concerns. I don't believe that I violated the user agreement, but am being given no opportunity to defend myself. If one of my recipients did something wrong, I could sever ties with that person to protect myself from similar victimization in the future; but I can't do that without information from Remitly. Also, people who need financial assistance are being deprived because I am now afraid to send money to anyone through any company, not knowing who I can trust. I am a long-time Remitly customer and believe I deserve better treatment.

You will be stopped using their service for no reason and won't tell you why, the customers transaction gets cancelled or suspended and there will be no notification of what the problem is.

Support employees telling you to expect a call within 48 hours but won't call at all.

The customer himself needs to inquire, in my case an account review kept going on for more than a week while an support employee guarranteed me it was cleared.

After filing a complaint on their website they called to close my account without telling the reason.

I transferred money to India on 27-28th of march 2023, but it got cancelled due to unknown reason, but it shows it has been completed and when i open it , it again shows incomplete, i called remitly so many times regarding this, they always say that we will initiate the refund and you will receive it in 8-10 business days, but i never received it. I really need compensation because on that time, there was some medical emergency in my family but they didn’t receive the amount , which caused me mental harassment. Here is the reference number of transaction - R74563449998

For the first time they asked me to send 10$ and they said there will be no fee and as soon as I click submit they took $13.99 and immediately within 2 mins I called customer care and said to cancel transaction. They said there is no options to cancel the transaction. Well money wasn’t reached or processed yet but they couldn’t cancel the transaction. I am using other services but they give 30 minutes time limit to cancel the transaction, but this MF they don’t have cancel transaction option.

This MF are charging $3.99 for sending and what ever the money u send they i will charge $3.99. I’m using xoom service for sending money to India they charge 2.99$ and also if u send above 1000$ there is no charge for that transaction.

I recommend not to use it remitly use XOOM it is cheaper and faster. For the first time they might take some time, but trust me they are good. For the second they will be process within seconds.

I do not recommend this application. I would always send money to my brother in Mexico. Keep in mind i did it for over a year. Always trusted this company. Then i started to have problems with them. They only allowed me to send a limited quantity of money. They decided to block my account. I called they said i was able to unblock it. Then they hung up on me. Some girl name Diana then tells me they suspended my account. And i was not allowed to use their service anymore. All i did was send money to my family members... This company make me feel like in doing something wrong. They asume im doing some “kind of suspicious activity” way to address a loyal costumer. I hope Remitly approves my petition of deleting all my files from their system. If you guys don’t want to provide me service never again i don’t agree to you guys having my personal information. Heads up people this is app is a no no. If i was able to put 0 starts i would.

The first experience of use is a complete fiasco of the service, causing damage to the user. I urgently needed to send money to my lonely and desperately needy mother in Russia. I send her part of my disability benefits every month because it's vital. This time, I bought into Ramitly's high grades and low taxes. For some technical reason, Sberbank could not accept my transfer and I asked the service to cancel. Simultaneously with the cancellation notification, my bank's notification came - I was glad that the money was returned so quickly and I can send it to my mom in a different way. But it turned out that the service, on the contrary, transferred to itself the same amount for the second time, which it should return, thereby leaving both my mother and me without a livelihood. But they promised to believe in ten days. Ten days without money for me and ten days without drugs for my mother. Hopefully this forgives me my rating of this app.

I researched and a friend recommended Remitly.

Summary of this review is I contacted customer service a couple of times. They would not tell me why my transaction was canceled and account canceled. They said they would call back but never did.

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I downloaded. Fairly easy process on download and set up. Series of questions.

I sent payment to someone I recently met. Everything seemed to go ok. Payment processes and received.

A couple days later I decided to send a second payment.

That payment didn’t go through and my account was canceled.

I contacted customer service through chat as the note suggested. Customer services asked questions most customer service doesn’t like date of birth. I complied.

They said I had violated a policy. I asked what policy. They would not say. They said read the policy. It’s a long policy. I still don’t see anything I did wrong. If anything it was inadvertent but makes no sense to me they can’t say what I did wrong.

I saw an ad for Remitly and decided to give it a shot to send money to Brazil. I used the same banking info for the recipient (I send money monthly) that I used in the past with Xoom, Western Union, and Ria but Remitly kept saying it was incorrect and kept blaming me for this issue. They couldn’t tell me exactly what was wrong. They kept emailing the recipient bank and never got a response and that’s all they would do. Remitly kept resending my transfer the same way expecting different results but the transfer would still get return. They said they would call me but never did, I asked for a manager to call me and they would never call when promised. After 2 weeks of waiting I gave up and asked for my money back. Not only I wasted my time but also lost money since when I finally made the transfer (using a different app) the exchange rate was way lower than 2 weeks earlier. Horrible service. I’ll stick to the other apps I mentioned earlier. Lost a customer for ever

Initially I sent money and it went smoothly but that quickly changed.

They asked me to verify my account. I sent authentic documents - a copy of my passport and a piece of mail. After I uploaded the official mail they changed the requirements and said I needed to upload additional documents. Who does that?

I understand that a verification process is expected but why change the requirements after I sent the requirement documents? Why ask for more and more documents? That is unreasonable.

Why change the requirements after the fact? It felt so invasive. I sent what they asked then they changed the requirements and ask for more and more documents - this was unreasonable.

It made me wonder: What are they doing with my personal information?

I’ve sent no more than $50 about 2-3 times per month yet they want this much personal information? No, what they’re asking for is unreasonable.

Choose a different app to send money, an app that is more reputable & reliable.

I used the services of this app for several years. Then I started to send transactions more often due to medical expenses of my relatives. So this people started to ask me for personal information like ID , social security number at first I agree and provide some documentation but then they asked me for my bank statement? Like seriously who they think they are? I refused to share my personal information, and they wouldn’t let me send money. So I took my business to a different company. There are better companies out there than this company I recommend MoneyGram, BarryMoney, WorldRemit, Elektra just to name a few. STAY AWAY FROM THIS COMPANY SINCE THEY ONLY CARE ABOUT MAKING MONEY AND NOT TO CUSTOMERS.

To Developer. I understand perfectly about regulations. That’s why proper identifications are provided but to ask more private information it’s not right. YOU got no right to ask for more confidential information that not even government agencies ask for. And for that more customers will stop using this service.

I like the idea of this app, I hate the ridiculous fees and wait time that Western Union has but if you’re going to send a relatively large amount of money you’re probably better off using Western Union.

I sent $2000 USD to a city in Mexico. I’ve sent that amount a few times through Western Union and I’ve never had an issue with my family receiving the money. Well, when they went to pick up the cash they were told that they were only allow to withdraw $18,000 Pesos (≈850 USD). I called customer service and was told that I had to cancel the order and wait 10 days to receive my funds back.

So if you’re sending an amount over $500USD I’d recommend you either call the bank ahead of time or simply go through Western Union. Some people send a large portion of their checks home and if it’s your first time and can’t afford to wait 10 days for your funds it’s important you do the research.

I like the idea of the app, just wish they had better communication with the banks to warn you that you’re sending over the limit.

Remitly is a safe way for scammers now a days to get your money and never hear from them again. Happened to me as well. I got scammed for almost $400 that I worked very very hard for. I should’ve read these reviews before I decided to use this app. Customer service is THE WORST you can find out here. They hang up on you if you have any issues and they say they will call you back and never do.
They have canceled my remitly account in order to keep me from getting into the account. Which makes no sense. This app supports fraud that is being committed over seas.
Once your money goes through couple of clicks your money will be gone forever. Remitly and people that work for remitly refuse to help you with any help that you need. Even though the company policy says that if there’s any issue with transfer., they can give you a refund within 180 days. DO NOT BELIEVE THIS. Once your money gets through remitly, it is gone. I have been trying to get in touch with customer service for the past month now regarding the refund that I requested literally a day after it was done and they won’t help. BE AWARE.

I initiated a transfer of $300 in 10/09 and they charged me $300 on my bank account, which is fine. On 10/11 the transfer was not successful. The system told me there is something needs my attention in my account. I went to the app and click cancel transaction.

Now comes the surprise. When I logged in my bank account, I saw it was charged for $300 again! Yes, a total $600 charge for a failed $300 transfer! I have no idea what the second charge on 10/11 is for? For canceling the transaction?! The double charging almost overdraft my account!

I called the customer service to get it back. I was told that I need to upload the bank statement. OK, you know most the banks (including mine) issue the statement at the end of each month, and they were asking something that don’t even exist yet. Asked whether I can provide the screenshot and get rejected. Now they can withhold my fund for another half a month.

Very bad experience with Remitly. Unethical double charging just to keep you fund longer for interest. Customer support is not helpful at all. (I was told because they work from home so they don’t have a manager to transfer me to.)

Please don't use Remitly if you want a smooth transaction. They claim that the money will be available on a particular day but it's not the case. Also on cancellation, it takes 10 business days for your money to be back to your bank account. They have mentioned on the website that if you cancel a transaction within 24 hours, no money will be deducted from your account. However when I did so because I was getting a far more better rate on Xoom, they deducted my money from the bank 3 days after I had already canceled the transaction (within 24hours). When I contacted the customer care, they were rude and non-cooperative and brushed away my concerns. The amount I was sending was not small but in thousands and it mattered to me that my funds reached on time. Now I'm left with no option but to wait for another 10 business days to transfer my money.

I was so disappointed that I immediately uninstalled the app and decided never to use Remitly again.

Advice to Remitly: The customer service is the worst. Please help your loyal customers or else all the other money transfer services that give better rates and smoother transfers will soon take over.