CFPB COMPLAINT DATABASE
115 real consumer complaints filed against Remitly, Inc. at the Consumer Financial Protection Bureau in the last 12 months. 0 received relief from the company. Median federal response time: 15 days.
The 30 most recent complaints against Remitly, Inc. where the consumer chose to publish their narrative.
I have transferred {$1400.00} from my XXXX debit card to my XXXX bank account last XX/XX/year>. The said funds were said to be delivered to the receiving bank XXXX XXXX, however, when I contacted my receiving bank in XXXX, they said they couldn't see that transaction and there are no pending incoming deposit or transfer.
Frustrating experience with Remitly especially for business users. Heres what happened : XX/XX/year> " XXXX USD They advertise a new-user promotional rate, but after signing up, I was told Im not eligible because they couldnt text my phone even though XXXX texts worked just fine. the just bait customers like this. I proceeded anyway and initiated a XXXX XXXX business transfer ( to a well-known sporting goods company ). After days of delays and document verification, it was approved only to be put on hold AGAIN days later. This time, they claimed their partner bank rejected the transfer and suggested I send to a personal account or switch to cash pickup. Seriously? For a legitimate XXXX transaction? Support ( including a supervisor ) repeated the same unacceptable options with no real resolution. My funds were held for XXXX days- with XXXX accountability.…
On XX/XX/year>, at XXXX XXXX EDT, I initiated an international money transfer through Remitly ( a licensed money transfer operator ) from my XXXX XXXX XXXXXXXX bank account to a XXXXk XXXX XXXX bank account located in XXXX. The total amount sent was {$1100.00} USD, which was converted to XXXX INR at the time of the transaction. After the transfer was marked as " Delivered '' by Remitly, I discovered that I had accidentally entered an incorrect recipient bank account number during the transaction setup. The funds were therefore credited to an unintended and incorrect bank account in XXXX. Upon discovering this error, I immediately contacted Remitly customer support by phone at XXXX to report the wrong transfer and request an urgent recall of the funds. During this call, Remitly 's front-line support representative informed me that they are unable to provide the UETR ( Unique End-to-End Transaction Reference ) and BIC ( Bank Identifier Code ) associated with this XXXX transaction.…
I am filing a complaint against Remitly regarding an unresolved international money transfer in the amount of {$1000.00} USD that I initiated on XX/XX/year>, to my personal bank account in XXXX and XXXX. As of today, the funds have still not been received in my bank account. I have contacted Remitly multiple times over the course of nearly six weeks and have spoken with at seven different representatives. During each interaction, I was told to wait another 24 hours and that the issue had been marked as urgent. Despite these repeated assurances, no actual resolution has been provided. Remitly requested that I submit my XXXX bank statement to confirm that the funds were not deposited. I complied and submitted the requested documentation, which clearly shows that no deposit was made to my account. The last update I received from Remitly stated that the investigation was closed and that they would contact their business partner and XXXX to obtain proof of deposit.…
I am filing a complaint regarding my experience with Remitly. On XX/XX/2026, I initiated an international transfer through Remitly. The company failed to complete the transfer. After that, I attempted to send the same amount to another recipient, but that transfer also failed and was not completed. Because both transfers were unsuccessful, I requested that the transactions be cancelled and that my money be refunded. Remitly informed me that the refund would take up to 10 business days. They also stated that the refund has already been issued. However, despite multiple requests, Remitly has refused to provide any refund receipt, confirmation document, or transaction proof showing that the refund was actually processed. As a customer, I believe I have the right to receive written confirmation or documentation of a refund, especially for a financial transaction. At this point, I can not verify whether the refund has truly been processed or when I will receive my money.…
Complaint Against Remitly Missing {$4700.00} USD Transfer, False Delivery Claim, and Wrongful Account Suspension I am filing this complaint against Remitly for failing to deliver my funds, falsely marking a transfer as completed, and wrongfully suspending my account after I provided official bank verification. I sent XXXX transfers to my personal bank account in XXXX and XXXX, totaling {$4700.00} USD. Remitly marked both of these transfers as delivered. However, my receiving bank has officially confirmed that no funds were ever deposited into my account. There is no record of the transfer. Remitly requested that I provide my bank statements to prove the funds were not received. I complied and submitted my official bank statement from my bank, clearly showing that no such deposit was made. Instead of resolving the issue or locating the missing funds, Remitly suspended my account and implied fraudulent activity. This accusation is false, unjustified, and unacceptable.…
On XX/XX/year>, I initiated a {$1000.00} international transfer ( Transfer No. XXXX, Session ID : XXXX ). The company marked the transaction as successfully delivered. However, the recipients official bank statement ( downloaded directly from XXXX XXXX online banking portal in PDF format ) shows that no deposit was credited on XX/XX/year>. The bank has also verbally confirmed that no transaction referencing the provided Session ID was received or posted. There is a critical difference between a third-party delivery confirmation and actual posting into the receiving banks core ledger. A status of processed or delivered within the companys system does not prove that funds were credited to the recipients account. I have repeatedly provided official bank statements covering XXXX XXXX XXXX Despite this, the company continues to rely on partner confirmations rather than providing proof of actual ledger posting at the receiving bank.…
XX/XX/year> I sent a money transfer to pay an invoice in the amount of {$3600.00} through Remitly. The app showed it was successful transfer, but I received confirmation from the receiver the bank rejected the funds. Upon confirming with the recipient, the money never made it in to his account while Remitly showed me a confirmation of the funds transfer and deposit. I contact Remitly immediately once I confirmed the money never made it. As first they told me the recipient account numbers dont match ( not possible ) and I asked the rep again and she confirmed it matched. They told me XXXX hours they will contact the bank in question and get to the bottom of this. Now Ive been contacting Remitly and they keep delaying the process and asking for evidence when I already provided bank statement from the receiver with all the information and saying the money transfer was cancelled ( FROM THE RECEIVER BANK itself ) Now they are prolonging the process to refund me.…
On XX/XX/year>XXXX I sent a money transfer to XXXX XXXX but the money was not delieved to the person 's account and Remitly says that their system says that it was delivered. I check with the person 's bank and they sent me paperwork stating that the funds were not delivered to the recipient because of incorrect currency and that the bank rejected the money transfer. The transfer was for {$2000.00} dollars. The recipient bank is XXXX XXXX and the recipient name is XXXX XXXX and their account number is XXXX. I will provide the document that the recipient bank sent me as proof that the money transfer was rejected and not delivered to the recipient, XXXX XXXX.
I am submitting this formal complaint against Remitly regarding the suspension of my XXXX XXXX account and the withholding of {$500.00} in funds that belong to me. On [ XX/XX/year>XXXX ], my account was abruptly suspended without prior notice or a clear written explanation. At the time of suspension, my wallet contained a remaining balance of {$500.00}. Since that date, I have made extensive efforts to resolve this matter directly with Remitly. I contacted Remitlys customer service multiple times by phone. During each call, I was repeatedly instructed to contact my bank and was assured that Remitly would handle the refund once the bank completed its review. Relying on these representations, I promptly contacted my bank. My bank conducted a full investigation and confirmed that they took all possible actions within their authority.…
XX/XX/XXXXOn XX/XX/XXXX, 2026, Remitly canceled XX/XX/XXXX of my international money transfers and immediately suspended my account without a specific explanationXX/XX/XXXXThe transactions involved areXX/XX/XXXXReference XX/XX/XXXX for XX/XX/XXXX USDXX/XX/XXXXReference XX/XX/XXXXfor XX/XX/XXXXUSD.XX/XX/XXXXThe company sent me an official email on that same date stating that my transfers were canceled due to "activity inconsistent with the User Agreement" and explicitly promised that "Refunds for canceled transfers are typically issued within XX/XX/XXXX business days if the payment method was charged.XX/XX/XXXXAs of today,XX/XX/XXXX2026, more than XX/XX/XXXXbusiness days have passed, and the total amount of XX/XX/XXXX USD has not been returned to my bank account. My bank confirms there are no pending credits or incoming refunds from Remitly.…
I am filing this complaint regarding Remitly due to inaccurate and misleading information provided to the CFPB in a prior complaint and an unresolved repeated transaction failure. My previous CFPB complaint ( ID XXXX ) involved Remitly transfer reference XXXX. In their official response dated XX/XX/year>, Remitly stated that : The amended transfer XXXX was successfully completed on XX/XX/year>, and A {$100.00} goodwill credit was applied to my Remitly account. These statements are incorrect. The recipient has never received the funds for transfer XXXX, despite the status being marked as Delivered on XX/XX/year>. Additionally, on XX/XX/year>, Remitly emailed me stating that this same transfer was still being held for a standard AML review by their partner bank. This directly contradicts Remitlys claim to the CFPB that the transfer was successfully completed. Furthermore, the promised {$100.00} goodwill/inconvenience credit was never paid to my account.…
Summary of Issue Between XX/XX/XXXX and XX/XX/XXXX, I submitted a transfer of {$5100.00} to XXXX XXXX XXXX, specifying the recipients Opay account. The transfer never reached the specified account, proving a service failure. I escalated the matter with multiple CSRs, including XXXX, XXXX, and XXXX, who promised compensation for this service failure. Despite following Remitlys instructions and providing all requested documentation, I was issued only a goodwill payment on XX/XX/XXXX. Later, XXXX XXXX informed me that no further compensation would be provided, contradicting earlier promises and Remitlys own policy. Policy Reference * From Remitlys Terms & Conditions : If your transfer does not arrive within the guaranteed delivery time, you may be eligible for a refund of service fees. ( [ source ] ( XXXX XXXX XXXXXXXX ) ) * I complied fully with all requirements. Denial of additional compensation contradicts their policy on service failure.…
Funds sent via Remitly were misrouted or never reached the intended destination. Despite reporting promptly and providing extensive evidence, Remitly issued multiple premature final decisions without confirmation from the receiving partner bank. Investigations were repeatedly closed and reopened, partner bank communications were incomplete or nonexistent, and I was denied provisional credit due to an account suspension that occurred after good-faith fraud reporting. From XXXX to XX/XX/2025, I initiated multiple money transfer transactions through Remitly. These funds never reached the intended destination as expected. Upon discovering discrepancies, I promptly reported the transactions as fraudulent and provided all requested documentation in good faith. Over the course of more than 75 days, Remitly repeatedly assured me that investigations were ongoing, that refunds would be issued, or that the matter had reached final resolution.…
Purpose of this submission : This is a follow-up to Remitlys response to my CFPB complaint ( s ). I am submitting this rebuttal to correct materially inaccurate statements made by Remitly and to document unresolved issues that were not addressed in their response. Inaccurate Statement by Remitly : Remitly states : > As no operational, procedural, or compliance failure occurred on Remitlys part, reimbursement is not warranted, and the complaint is resolved. This statement is factually inaccurate and contradicted by Remitlys own records, internal actions, and customer support admissions. Documented Procedural and Compliance Failures : Contrary to Remitlys claim, the following failures occurred XXXX XXXX Multiple investigations were closed as final and later XXXX XXXX reopened XXXX XXXX indicating the original determinations were incomplete. * Final resolution decisions were issued before receiving confirmation from the receiving partner bank ( XXXX ).…
Summary of Complaint I am filing this complaint regarding severe and repeated service failures by Remitly over the past 74 days, resulting in financial harm and undue stress. The complaint is solely about Remitlys handling of my communications and service, not the outcome of a fraud case. Despite numerous attempts to resolve the issue through chat, email, and phone, Remitly has consistently provided deflective, delayed, and contradictory responses, and has refused to provide written documentation of communications or follow through on promised supervisor callbacks since XX/XX/XXXX. I am requesting immediate refund of funds due, along with written documentation of all communications and actions taken by Remitly, due to their repeated failures. Timeline of Events/ Failures : 1. XX/XX/XXXXXXXX : I reported suspicious transactions to Remitly regarding a recipient coercing transactions. 2. XX/XX/XXXX : XXXX XXXX promised a refund that was never documented in email. 3.…
Remitly permanently deactivated my account and stated they would not provide any explanation or additional insight into the decision. I am not requesting reinstatement. I am requesting a basic explanation for the closure so I can understand whether the action was based on an error, identity verification issue, automated screening, or compliance concern. As a consumer, I believe I am entitled to a reasoned response, particularly from a regulated money services business. Remitlys refusal to provide any explanation prevents me from correcting potential inaccuracies and raises concerns about transparency and due process. I am requesting that Remitly provide a written explanation identifying the general category of reason for permanent deactivation and whether the decision was automated or manually reviewed.
Subject / Summary : Ongoing Dissatisfaction Remitly Refusal to Issue Provisional Credit or Safely Pursue Fraud Funds I am submitting this follow-up to formally document my continued dissatisfaction with Remitlys handling of my fraud case. Remitly has acknowledged the refund amount of {$5100.00} related to * 116 fraudulent transactions * sent through their platform. These funds did * not reach the intended recipient account *, and the recipient has been flagged as fraudulent. Despite this, a Remitly supervisor suggested that I personally pursue the recipient or initiate legal action overseas. This suggestion is * not feasible or safe *. CFPB and IC3 have already been provided documentation showing that I was subjected to * cyberstalking *, and I am no longer in contact with the individual involved for my safety. Given this context, it is unreasonable and unsafe to expect me to pursue the scammer directly.…
b"I contracted with a person to develop software for a XXXX XXXX. The transaction services provided were good; I agreed to pay $XXXX in two installments of $ XXXX.\n\nI did the same and executed the transaction within 24 hours after billing and confirmation of work. \n\nBoth transactions were canceled after verification of all Know Your Customer requirements. I have never had issues with US or International Banks. \n\nThis is the message I got: Recipient: XXXX XXXX\nTransfer No.: XXXX XXXX XXXX XXXXCANCELEDXXXXDear XXXX,\nWe've canceled your $XXXX transfer to XXXX because we've noticed some activity that isnt allowed under the terms of our User Agreement.…
Subject : Urgent Complaint Remitly Refusal to Issue Provisional Credit for Fraud Case Complaint Details / Timeline : XXXX. XX/XX/year> : I reported fraudulent activity on my Remitly account involving a recipient I trusted personally. The total loss exceeds {$5100.00}. XXXX. XX/XX/year> : At the direction of my bank ( XXXX XXXX XXXX XXXX ), I updated my payment method to allow a chargeback. XXXX. Since then : XXXX Over XXXX 45 days have passed XXXX since the payment method change, and XXXX over 70 days since the original fraud report XXXX XXXX The recipient has been flagged fraudulent. XXXX I have received XXXX no provisional credit XXXX XXXX I am experiencing XXXX financial hardship XXXX including loss of income and inability to meet basic living expenses. XXXX. Recent interactions with Remitly XXXX XXXX Called multiple times, including a XXXX morning, and spoke with a XXXX ( XXXX XXXX and a supervisor.…
I used Remitly to make an express bank transfer of {$500.00} from the United States to an XXXX Bank account in XXXX on XXXX XXXX along with a fee of XXXX XXXX Remitly shows the transfer as delivered, but the money has still not been credited to the ICICI account even though XXXX days have passed. Since noticing that the account had not been credited, I have been in contact with both Remitly and the bank for the past XXXX days. However, neither side has given me a clear explanation of what is happening with this transfer. The only information I keep receiving is that they are checking with the bank partner, without any concrete update or resolution. Because the transfer is marked as delivered but the recipient has not received the funds, I am very concerned and dissatisfied with the handling of this issue. My Remitly transaction reference number is XXXX.…
I opened a XXXX account to send money to some relatives in 2025. I have used it twice since opening the account. First transfer was in XX/XX/year>, second transfer was in XX/XX/year>. I have not used the account since then, but never close the account since I figure it doesnt hurt to keep it there in case I need to use it in the future. However, I was traveling out of country from XX/XX/year> - XX/XX/year>. When I came back, I saw all these transfer transactions that were made when I was out of country. I contacted my bank as well as XXXX. XXXX created a claim for those fraud transactions but eventually denied it and advised me to work with XXXX directly. Ive emailed XXXX about those transfer transactions the moment I discovered it, and they advised me to contact my bank. Ive contacted both XXXX and XXXX.…
Subject : Urgent Action Required : Refund Outstanding for Cancelled Transfer To Remitly Customer Support Team / CFPB : I am writing to formally address a significant delay in receiving a refund for a cancelled money transfer made through the Remitly application. The details of the transaction are as follows : Original Transfer Date : XX/XX/year> Amount Transferred : XXXX XXXX Kronor ( SEK ) Currency Conversion : From SEK to Thai Baht ( THB ) Transaction Status : The transfer was successfully cancelled I have been waiting for my refund for more than XXXX business days since the cancellation date. I have already contacted your customer service representatives previously and was advised to wait XXXX business days for processing. This timeframe has now passed, and there has been no progress or refund issued to my account. I kindly request your urgent attention to this matter.…
Subject : Follow-Up Complaint Regarding Remitly Handling of Trusted-Recipient Fraud This case involves XXXX separate money transfers made over time to an individual I knew personally and trusted as a close family member, which demonstrates an established relationship and reliance inconsistent with Remitlys characterization of this matter as sending funds to an unknown or untrusted recipient. The harm in this case arose from the recipients fraudulent and deceptive actions, not from any failure or negligence on my part. I complied with all Remitly policies, and any XXXX risk indicators were solely triggered by the recipients conduct without my knowledge. I am submitting this follow-up complaint regarding Remitly, Inc. , in relation to a case of fraud committed by a recipient I trusted as a family member.…
I am filing this complaint because Remitly refused to provide a goodwill payment or provisional credit, even though I am a confirmed victim of fraud and an investigation is ongoing. On XX/XX/XXXX, I discovered that funds I sent via Remitly were directed to a party engaging in fraudulent activity. I immediately reported the issue, including contacting Remitlys support and filing with law enforcement. Despite clear evidence of financial hardship caused by this fraud, repeated requests for provisional credit or goodwill payment were denied. No escalation to a supervisor was offered, and no reasonable resolution was provided in a timely manner. This refusal occurred while the investigation was still ongoing, leaving me and my family in severe financial strain. Remitly allowed the transaction to proceed without enhanced due diligence, even after multiple fraud red flags were present
For approximately two months, Remitly has stated that a total of {$1400.00} was refunded to me for three money transfer transactions sent to the same vendor. However, I have only received {$110.00}, and Remitly has not provided documentation showing that the remaining funds were refunded. The three transactions were sent to the same vendor for the purchase of goods. The vendor failed to deliver the products and later advised that a refund was approved. Remitly is aware that all three transactions were sent to the same vendor and that the vendor did not fulfill the order. The transactions were : {$700.00} ( Reference XXXX ) {$590.00} ( Reference XXXX ) {$110.00} ( Reference XXXX ) Total : {$1400.00} Remitly has stated that because I filed a dispute with my bank, my account was closed and that the full {$1400.00} was refunded. Remitly has also stated that my account now shows a negative balance for the full {$1400.00} and that I must pay this amount to reinstate my account.…
I experienced financial harm after fraudulent transactions were processed through Remitly. Despite multiple fraud indicators, repeated contacts with Remitly, and documented concerns, the company allowed transfers to proceed without effective intervention or enhanced due diligence. I sent a formal written demand letter requesting review and resolution. Remitly did not respond to that letter at all. Instead, I received inconsistent and contradictory information from different representatives, and my case was repeatedly closed without meaningful explanation. Remitly has acknowledged hardship in prior communications and has previously exercised discretion via goodwill consideration, demonstrating that relief is possible. However, after my demand letter was ignored, Remitly refused further review and stated that the matter was final, without addressing the substance of my concerns.…
On XX/XX/year>, I intended to send {$3000.00} to XXXX using Remitly. The fee page showed several options for not using bank account : 1 ) XXXX XXXX : {$61.00}, 2 ) XXXX XXXX : {$61.00} ; 3 ) XXXX XXXX : {$150.00}. Comparing to {$29.00} for bank account transfer, the XXXX XXXX option seems reasonable and the fixed fee lead me to think it's a flat fee to use XXXX XXXX. After I choose the XXXX XXXX, the next confirmation page still shows the fee is {$61.00} and there is no more total charge confirmation beyond that point. However, after I selected the instrument in XXXX XXXX, I was instantly charged for {$3100.00} in my card, which shocked me. It's OK for me to pay XXXX XXXXXXXX more for using cards in my XXXX XXXX, but not XXXX XXXXXXXX. If I knew it would charge the same amount as using credit card directly, I would not use XXXX XXXX at all. I asked to cancel the transfer and they said they'll try to do that, but there is no update yet.…
The company Remitly ( US Company ) fraudently transfered XXXX XXXX from my account to XXXX XXXX XXXX in XXXX. I have not initiated the Transfer. Upon receiving the sms, i immediately disputed the transaction to the Bank & contacted Remitly as i had done a previous transaction with them on XXXX XXXX. i requested them to reverse the transaction, but not received much help from them as the company is based in US & the transaction was initiated from XXXX as per the Bank.
On XX/XX/XXXX, I sent {$68.00} via Remitly to an individual in XXXX who claimed to provide XXXX XXXX XXXX for my wife. This person disappeared with the funds ( fraud/scam ). I immediately reported the fraud to my bank ( XXXX ) and filed a chargeback claim under my consumer protection rights. XXXX initially processed the dispute but reversed their decision on XX/XX/XXXX, ruling in favor of Remitly. Following this reversal, Remitly suspended my account without warning or explanation. On XX/XX/XXXX, I contacted Remitly support ( agent " XXXX '' ) requesting : 1. Explanation of suspension and reinstatement options with ID verification 2. Escalation to compliance/appeals team 3 . Case/ticket number for this interaction 4. Specific User Agreement section justifying the closure 5. Compliance department contact information 6. Data retention/deletion policy confirmation Remitly refused all requests.…
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