Consumer complaint received 2022-02-16
Company: Remitly, Inc.
State: AR
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2022 I opened the Remitly application and entered my profile information ( Name, Address, E-mail Address, Banking information, etc. ) and according to the application it verified my identity. After that I proceeded to create the recipient 's profile and provided her Name, Address, Bank Name, Bank Account #, E-mail Address and Phone Number. Please note that at the time that I created her recipient profile her contact information and banking details was the only information I had in front of me. Before submitting her information I reviewed her details 3-4 times to ensure I did not enter any incorrect information. The application claimed to be verifying her details before allowing me to create a money transfer. 

I proceeded to create a Remitly money transfer ( Ref : XXXX ). The request was to send {$2900.00} USD to the recipient in XXXX to her XXXX account. Remitly outlined that no service charge was applicable for this first money transfer and also explained that they profited off of the currency exchange. The first {$500.00} would be exchanged at {$1.00} USD = XXXX Quetzalez but the remainder {$2400.00} would be exchanged at {$1.00} USD = XXXX XXXX Current currency conversion shown in XXXX is $ XXXX = XXXX Quetzales. Remitly informed me that my recipient would receive these funds by XX/XX/2022. 

On XX/XX/2022 I submitted a second Remitly money transfer ( Ref : XXXX ) request via their mobile app. The request was to send {$740.00} USD to the same recipient mentioned above in XXXX to her Banrural account. Remitly proceeded to perform their currency exchange at {$1.00} USD = XXXX Quetzalez. Current currency conversion shown in XXXX is $ XXXX = XXXX Quetzales. Remitly informed me that my recipient would receive these funds by XX/XX/2022. 

On XX/XX/2022 at around XXXX XXXX the recipient contacted me to inform me that the ( Ref : XXXX ) funds had not been deposited into her account. I immediately proceeded to call Remitly and requested to know why did I receive e-mail confirmation that the recipient had received these funds when this was not the case. The customer service representative proceeded to point out that these funds were sent to a different account number and deleted the recipient 's account profile from my account. The customer service representative stated that the account number was incorrect. I informed the customer service representative that once the recipient 's profile was created I was not able to view her banking account information and she proceeded to inform me that this was for security reasons. I immediately requested that the second money transfer request ( Ref : XXXX ) be cancelled before the transaction was completed ( which was projected to be complete within a 2 hour time frame ). The customer service representative assured me that this would be addressed from their end after all the funds would not be deposited if the recipient 's name and banking information did not match. Within 30 minutes after my call with Remitly I received confirmation that the ( Ref : XXXX ) transaction had been completed. 

Please note that Remitly has recorded the numerous phone calls I have had with their customer service representatives through this whole ordeal ( about 4-5 phone calls at this point ). I have received a mix of different answers from their customer service representatives with no resolution to this problem. Some of Remitly 's customer service representatives have stated that since the account number was for an existing account the funds were deposited without checking if the recipient 's name matched the account and that they will not be able to retrieve these funds back.

Company response to consumer: Closed with explanation