Consumer complaint received 2023-09-11
Company: Remitly, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I was scammed and I use a 3rd party to send money to an individual that did not provided a service. I open a dispute claim with XXXX XXXX around XX/XX/XXXX. Once I submitted my complain, they dismissed my claim because it was to old, it was past 60 days, however I made serval transaction to the individual who scammed my dating from XX/XX/XXXX to XX/XX/XXXX. I understood that some of the charges was to old, but the more recent meets the 60 days cutoff. However, they wanted to treat all transaction as one and base on the1st transaction of XX/XX/XXXX even though they were for different reasons to the same person who scammed me. They told me write a reconsideration letter to continue the investigation, so I did. They were not satisfied but wanted to see dates on the letter explaining the situation further. I did that and they were satisfied. Now they determine that the transaction were legitimate because Remitly, the 3rd party site I used to send money to the scammer, had a disclaimer that they are not responsible for scams or money lost and any person that sends assume all responsibility and not Remitly. I understood Remitly 's reasons, however XXXX XXXX used there reasons to justify my dispute claim as there own and unfortunately that is not okay. When I made my claim with XXXX XXXX, I made the claim against the individual who scammed me, XXXX XXXX. I understand XXXX disclaimer, but it does not justify XXXX XXXX responsibility to get the money back from the scammer but XXXX XXXX states that Remitly is responsible. They asked me to right another letter which I did and submitted on XX/XX/XXXX. However, they did not accept the reasons. So I called being very frustrated and they told me to write another letter but keep it simple and state that I never received the service. The letter describe my conversation with Remitly that Remitly wanted to settle for XXXX USD for all transactions, XXXX with XXXX  XXXX and XXXX with XXXX XXXX which were use as payment and Remitly being the XXXX party to send the funds to XXXX XXXX who scammed me. Remitly refuse to have a written settlement but told me to tell my bank and they can pursue it. Now, Remitly does not have any notes regarding this and XXXX  XXXX no longer wants to peruse Remitly Breach of Contract but told me to write a letter stating I never received any services from Remitly. This behavior is unacceptable and tedious. No bank wants to take responsibility or pursue making the person who scammed me responsible. I also open a claim with XXXX XXXX XXXX  for XXXX of the transaction and told them what is happening with XXXX XXXX and Remitly. I told them about the disclaimer with Remitly. XXXX XXXX also denied my claim stating the transaction was legitimate however I spoke with a representative and they told me something different from there letter which I receive on XX/XX/XXXX. There reason on the phone is that they settle with remitly the XXXX USD and now it is between me, XXXX XXXX and Remitly to fix the rest of the transaction. However, that was not I wanted, I told XXXX XXXX that it was a possibility to go that route however, the scammer is the XXXX responsible. Regardless, now Remitly and XXXX  XXXX is in breach of contract and XXXX XXXX is involve even though they use that settlement as a way to not take responsibility and letting me deal with XXXX  XXXX and Remitly on my own. The amount in total is XXXX USD, XXXX transaction with XXXX XXXX Bank ( XXXX USD ), and XXXX transactions with XXXX  XXXX with a remaining of XXXX USD.

Company response to consumer: Closed with explanation