Remitly
reviews and complaints

I send money 3 months ago to the phillippine to my niece and until today she never received it and I never got it (my money) back either with all my effords to convince them on sending it back to my own account. They only spit on my face and send me on the street like a dog. I will inform all the people (already started) in the world how this compagny is working and how unprofessional and impolite they are. This compagny is a big scam. Have a nice day.

I sent over $2000 to Jamaica on November 24th and its now December 13th and I still have not receive my funds. I call Remitley every day and I get a different person every day. Each time they tell me it will be resolved within 24 to 48 hours. I ask to speak to a manager each time and there is never one available. I'm not sure who runs this company, but their business model when it comes to complaints and solving Delima like mine SUCKS! I need my money please! R65877683103.

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.

I sent a $480 money transfer with Remitly on Sept. 17, 2023 at 1:15 PM . The arrival time was to be Sept.17 at 1:55 PM. It didn't make that arrival time. So I called customer service and was told with it being on a Sunday it wouldn't arrive until Monday morning. So I said that's fine as long as it's there by Monday morning. Well it didn't get to my recipient Monday either. So I called again and was told it was with their partner and he hadn't gotten to put it in my recipient account yet. So I waited again. 3 days went by and it still hadn't gotten to my recipient so I asked to cancel it and just give me my money back. The guy I talked to said he had cancelled it and I would get a email stating it was cancelled. I waited for the email and it never came. So I called back and asked what was up I cancelled my transfer but never got a email saying it was cancelled. The lady checked and it was not even cancelled. So I told her to cancel it . And this time I got the email on the 21st of Sept. It would be 3 to 10 days before i got my money back. I waited the 10 days and no money came back. So I called again. Mind you I'm a little angry now. I told the guy it had been 10 days since I cancelled my transfer and I hadn't received my money back to my account yet. I was put on hold for 5 mintutes only to be told it was 10 business days not actually 10 days. Now it is Sept. 31st. He said it would be Oct.4th before the 10 days was up. So its now Oct.5th and no money back so I called and was told they were waiting on their partner to get in touch with them before it would be totally cancelled.This is bullcrap. I'm a little more angry every day . This is Ridiculous. It's not away to handle business at all. I'm waiting now for the supervisor to call me. They said he would call within the hour and they have 10 mintutes and I say he probably wont call. But I will call back. Dont use Remitly they aren't a very good company to do business with. I will use something different if I need this service again.

I have used Remitly online remittance service to transfer funds to my family in the Philippines for years. Same time frame and the same recipients each month. My two, 1st of August 2023 support payments were transacted routinely. On the 15th of August, I noticed that unknown bank withdrawals were being made via Remitly online remittance service. Thousands had been fraudulently transferred to unknown foreign recipients. I immediately deactivated my Visa DEBIT bank card and contacted Remitly. Remitly customer service (located in a Call Center in the Philippines) denied any responsibility while claiming my account must have been "HACKED". Remitly had also increased my account SENDING LIMIT without my consent, so their cronies could empty my account faster. The so-called fraud department regretted that, their fraud monitoring system and two step verification had apparently failed. Remitly cleverly used Mobile Money transfers to avoid tracking the scam. I demanded that my account be closed to prevent further fraud attempts. Instead, Remitly conveniently deleted my account and erased all historical transactions. Remitly refused to reverse the fraudulent transactions or reimburse the stolen funds. I believe Remitly has criminal operatives within the company, conducting systemic cybercrime on a regular basis. Remitly is under investigation for fraud by local, state, and federal authorities. A Class Action preliminary investigation is forthcoming. Details to: [protected]@proton.me

Tip for consumers: Remitly does not have advanced technology to monitor and report suspicious activity. Your money is NOT safe with Remitly.

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 am writing to express my deep dissatisfaction and frustration with the recent experience I had with your money transfer service. On 27 March 2023 I initiated a transfer of $334 through Remitly to support my family. Unfortunately, the money was not delivered to them, which caused significant distress and inconvenience.

Upon realizing the issue, I immediately contacted your customer support and filed a complaint on [date]. Shockingly, it took an excruciating two months for the matter to be resolved and for me to receive a partial refund of only $321. The delay in providing a resolution compounded the emotional strain and financial burden on me and my family during an already difficult time.

Regrettably, the consequences of this failed transaction extended beyond the financial aspect. The stress and anxiety caused by the missing funds and subsequent delays in refunding significantly impacted the mental well-being of myself and my family. Tragically, one of my family members, who was heavily reliant on the funds, passed away during this period, exacerbating the emotional distress and hardship we endured.

Given the circumstances, I strongly urge you to conduct a thorough investigation into the failed money transfer and subsequent mishandling of my complaint. I expect a comprehensive explanation regarding the reasons for the initial transfer failure and the excessive delay in resolving the issue. Additionally, I demand appropriate compensation for the emotional distress, mental harassment, and financial losses incurred as a direct result of Remitly's failures.

I kindly request prompt attention to this matter and a swift resolution. Failure to address these concerns adequately will leave me no choice but to explore legal remedies and escalate this complaint to relevant consumer protection agencies.

Reference number : R74563449998

Please provide me with a timeline for resolving the issue and compensating for the damages caused.

I look forward to your prompt response and a satisfactory resolution.

Yours sincerely,

Kiran

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

I have made a transaction of 2839.45 Euro on 30-June to Indian beneficiary account with transaction Ref #R52213680127.

I’ve added the Benificiary details on July 2022 and doing the transaction to same account from then.

After lot of follow ups on 3 July Remitly claimed the amount was delivered but I didn’t received money into my account.

Upon the call to customer care on 3 july , I was informed that the account No I told and the account No to which the money delivered are not matching.

They also informed me this is system breach and they will fix and transfer the money to beneficiaries account or refund the amount to me. And will get an update within 3 business days

I was continuously following up with Remitly and every time they give conflict answers.No resolution yet

I escalated this to supervisor and he’s informing that the account details and everything are fine it’s partner bank issue they need update and again need 48 hours time.

I’ve completely lost the trust now. Not sure what to do!

The money was wanted to pay back some dues and am receiving fine amounts for it. Also I lost my peace of mind and not able to concentrate on work. It’s been more than 8 days and money is not in account

I sincerely request this to be taken care and please provide my money back🙏

Your sincerely

Vishal Hosure

so I sent money to my relative in Pakistan the second time and after I did a transaction, they put the money on hold and kept asking questions. I answered everything and even sent my bank statement. I paid for express shipping, I don’t understand why it’s taking so long for u guys to process my money. I used Xoom before and never had a problem like this there and the only reason I used this app because of their rate but now, they r not even transferring my money even though it’s suppose to be express. I don’t understand why you guys can’t process this information fast. My money is still on hold. If u can’t transfer the money on time, then why bother us after that.

I chat online and they said it’s for security reason and I completely understand that. But then, why didn’t u ask ton of questions before I sent money the first time. Why are u guys asking after we are sending it the second time to the SAME EXACT PERSON. I don’t understand why r u promising to send this on a certain date and asking us to pay money for express money when u r going to hold the transaction and even after providing with the information, you guys aren’t doing anything about it. I don’t understand why the people I chat with on your website couldn’t review my bank statement and process my transaction. You guys are seriously loosing customers because of this.

Had a very very bad experience with Remitly.. Or I would say still having it.. I sent some amount to my parents in India for urgent use.. The scheduled receive date was January 24th. On the 24th it showed me that the money was received. However, it was still not credited in my parent’s account. We followed up with bank in India for next 2 days and when the money was still not received, i called Remitly and explained the situation. Since then they have been dodging the problem by saying the money has been delivered. The customer support service is so irresponsible, they keep telling you that they will call back in 24 hrs but doesn’t do that. When you call them it goes to altogether a new rep and again a wait for 24-48 hrs. I even uploaded indian bank statement to prove that the money has not been received but after 6 days of doing nothing now they are saying the statement is invalid that too when i called them to ask for an update. I am left with no option but stop using their service. They are neither resolving problem nor giving my money back in 1-2 business days so that i can send it using some other service. I am extremely disappointed and just recommend not using remitly if you need the money to be received on timely manner and need honest answers if something goes wrong. Remitly.. what bad service.. disappointing to the core!

Easy to send money, but NOT so easy to get your money deposited or back ! Had to send money to family in Brazil for medical coronavirus emergency, on may 13 Remitly sent confirmation that my transfer was completed and money was deposited in my family bank account in Brazil, today is May 20 and NO money was never deposited in my family account but the money was credited from my US account . In the last 3 days I have already chatted with 4 different people, trying to solve the issue, they say will contact the bank in Brazil and give a feedback but they never did, I sent to Remitly a bank statement to prove NO money was deposited and now I’m finally trying to cancel the transaction and get my money back and they told me first it was not possible, after contact them again they told me it will take up to 10 days for a refund. And now I need contact Remitly again to get any information on my case. In a total they will have hold my money for almost 3 weeks for nothing. It’s an medical emergency my family need my help and I can’t help them because Remitly is holding my money, so shameful! Now when I get my money back I have to send it with another money transfer so it will take longer to my family finally get it, hope it’s not too late for them. It’s a very stressful process and situation. Its was definitely my first and last time sending money with Remitly .

I had been using this app for a while and had no issues until last week when I noticed that one of my credit cards was charged twice through Remitly. I called Capital One as they notified me about this possible fraud, I did not recognize the charges as I never set up my card with my Remitly account. So I continued using my Remitly account and made a couple of more transactions but to my surprise next time my account was locked out, I called customer service and the first woman put me on hold for more than 20 minutes, she was unprofessional and rude, never came back so I hang up and called again. The second woman tried to explain to me the problem, I told her that I didn’t send that money but she would say I am sorry, I am sorry, and in the end told me if I wanted to use my account I had to pay the $100 that was taken by scammers through theft identity or any other way. The supervisor called me as I requested to speak to a manager, and he assured me my relative got the money based off his computer screen, which I found very disrespectful and unprofessional as I explained the facts to him but continue saying that the money was collected by my relative. They cancelled or suspended my account, and so far I don’t think I will get a good resolution but it seems to me that I’m not the first one when I read other customers complaining about scams/frauds. I hope a legal action can be taken against them as the way they treated me was like I was in fact the one committing fraud.

When I first used this app last year my transfer was sent in minutes overseas to the recipient which was great. However, when I tried to use it last month I was given a “scheduled deposit date” that was 5 days after I sent the money. The date came & went and the funds were still processing. When I called the customer service number no one was able to clarify what the issue was, how long it would take to get resolved, or when the recipient would actually receive the money. I also was never updated about anything regarding the transaction via email until I called. After 10 BUSINESS DAYS (almost 2 wks) of the transaction processing with no movement, I called again to cancel the transaction. I was then told that there was no guarantee that I would get my money back because it had “already been sent to the partner bank” but that I should wait another 10 BUSINESS DAYS to be refunded. After 2wks of waiting, and NO REFUND. I called again, the rep that I spoke with assured me that the money was sent back to my account the week prior & that I should contact my bank. After having to escalate the situation to a higher up, because I knew that I was being lied to, I was then told that they never processed the refund in their system and that I would have to wait another 10 BUSINESS DAYS. After being egregiously lied to by Remitly’s customer service reps their only remedy was a $10 discount to send money again through their app. Which is disgustingly disrespectful to think that I would ever use their services again after this month long + ordeal.

Worst service among the money transfer app and customer service.

Their verification methods are useless to be deployed for verification. They cannot trust their own verification method. To get verified, First I need to verify using phone SMS authentication. Once I sent my first payment, I need to verify the debit card payment code charges showing up in my bank account. I need to login to my back account to verify that info. After doing these two verifications. they still think my account has suspicious activity (I am trying to send payment of $45). Do they really think it’s that easy to hack into a major bank website to get the payment code for verification?

I call them up regarding the message popping up in my account about suspicious activity. Their customer service is useless. They do not know what’s going on except there is suspicious activity, and will not work with u. Then they change the story that I’m a business account, and they do not allow that. I am individual, and if I am a business I wonder what kind of business transaction would be for $45. What a business transaction would cost me $45? It’s just enough for a family meal! They don’t have any idea how much it would cost in real world to be considered as business transaction. P/s I am paying for a service for someone to help me on shipping.

So They cancel my account without me knowing what is the reason it is being cancelled. Is it suspicious or business? There is no good reason. My account is cancelled, and they are retaining my bank account in their system. I have big concern of them retaining my bank account and privacy info that I can no longer access.

I used Remitly for many transactions, same one different times months ect. Never had an issue, I just followed the app steps and it was done. Until one day my transaction gets cancel right at the end. My account gets lock for “suspicious activity”. I called in and they told me my account is locked for suspicious activity and cannot be unlock. Pretty much they gave me the boot. I asked why and I was told to read the terms and conditions and I may find my answer. Why can’t you just tell me what happens? I just followed the app and made the transaction. Anyways I’m looking elsewhere with better customer service.

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After a few days Remitly contact me regarding my review and after further investigation it looks like there’s nothing they can do because you get flag from the US government. At the end of the day Remitly does not know why this happened to me or why is happening to many customers. But I have a theory, I believe that there’s many Banks in my case in Mexico and Bancopel that want to people in Mexico to open bank accounts and let as few people pick up cash without a bank account. You see in Mexico they charge you to have a bank account and they add services like “life insurance” and others and charge you each month until you they clean you dry out of the little money you have.

So Remitly does not ask much information to senders, just a few simple questions and you can send money for cash pick up. The banks in Mexico then flags it as a suspicious activity which with collaboration with the US they flag your account and then Remitly has to close your account.
I believe if Remitly gets more information about the sender, like picture of your ID, you taking a pic of your face to match your ID, they can proof it is you and make it harder for banks to flag it.

Anyways I’m happy that Remitly took the time to call me and tried to unflag my account but sadly they were not able too. Like I said it’s not only me it’s happing to many customers.

I have been a customer for several months now. The App is user friendly and smooth. However, Remitly has started delaying my transactions. Each time i send a transfer to a loved one, I get an automated message stating that “our partner is taking a look into your transaction… which means more information is required to complete it.” It’s unclear why this has started happening but whatever the cause, I find it quite annoying.

The last time I spoke to a customer rep, they asked that I provide a copy of the ID card of my cousin and tell them when I last saw him. Only after that my cousin was finally able to collect the funds. I didn’t mind doing this because it was a large amount.

But the same issue is happening even when I send a small amount. For instance, I just sent less than $150 to another loved one, and the same message is coming up. Remitly says I must provide a copy of their ID card for the transaction to go through. Here is what I don’t understand. The recipient will never be able to collect their funds if they don’t have a government issued ID card or passport. So why must I show their ID when I’m the sender?

Does Remitly expect me to send them a copy of the ID card of each person I send money to? Are they excepting me to call them and go though this process for each transaction? How is this going to prevent fraud? Also, Remitly says the verification is being required by their partner. This isn’t quite true. I spoke to a rep in a foreign country who emphatically said that all his office requires is for the recipients to show an ID when they come to collect their funds. But they’re not asking the sender to show an ID of the recipient.

So, I don’t get it and I’m clearly not willing to continue with this extra layer of bureaucracy. It’s not business friendly and it’s certainly not going to prevent any fraud. I’ll update this review if things change. Until then, my rating stands at three stars. I could go lower if this issue isn’t resolved.

They get the job done. Which is to be expected. It looks like they charge a flat fee. I sent out a larger amount and the fee stayed the same. Which it should be as it doesn't cost them more money.
July 7

08/9: Today they wanted more information. I was told that the person I'm sending the money to has a common name. If the bank on the receiving recognizes the name as belonging to a particular account number why is Remitly now requiring more information? But from another email they sent. They said the bank doesn't recognize the name. I'm using another app and if the transfer goes through I will drop Remitly and knock them down to one star. I will take them down to two stars for now. There are lots of common names in any country. It has been the same account I've been sending the money to. I wonder if they're using this method to get potential marketing information.
The other app I used has completed the transfer. One email from Remitly said that the bank on the receiving end didn't recognize the person and they (Remitly) need more information from my friend. This is after several months of using their service. The other app didn't receive a request for more information from the receiving bank. So right now it looks like Remitly is lying about the bank on the receiving end wanting more information. Remitly may work for a while but they have changed and became difficult to work with.
It was okay while it lasted.
09/02: I thought I would give them a try again. But the transaction was held up. They want photo copies of information from the person receiving it. It's going to Mexico BTW. It would take too long to do all that. I was told this time that the person receiving it is on a list of people who can't be sent money. Don't if that's true. I sent the money using another app and everything worked out. I wonder if it's a real list or someone's interpretation of guidelines. I will use the other app. Maybe at some future I might send Remitly's requested information but for now I will use the other app. It all works for me.