Consumer complaint received 2023-02-02
Company: Remitly, Inc.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Statement of Facts I hereby declare that the statements below are true to my knowledge, information available and belief, and that I understand it is made for use as evidence and is subject to penalty for perjury. 

On or about XXXX of XX/XX/XXXX I received a call from Remitly, an online remittance company based in XXXX that irregular and unauthorized remittance using my bank account was used. Even after I called XXXX XXXX to cut my debit card to stop the unauthorized remittances yet still another remittance was made on XX/XX/XXXX. See Police report ( Exhibit #! 1 filed XX/XX/XXXX ) and exhibit # 2. 

Exhibit # 2 Copy of Bank Statement from XXXX XXXX that shows the unauthorized debits to my bank account that totaled {$9900.00} starting XX/XX/XXXX to XX/XX/XXXX Exhibit # 3 Bank Statement that shows and recognized authorized remittances on XX/XX/XXXX and XXXX, XXXX that are supported by Remitly transfer and receipt confirmation to sender recipient, my sister, XXXX and to my niece, XXXX XXXX XXXX XXXX ( Exhibit 11 and 12 respectively ). 

Exhibit # 4 a copy of submitted complaint to XXXX XXXX dated XX/XX/XXXX for {$9900.00} that I claimed as fraudulent in nature. 

Exhibit # 5 copy of Remitly email about unrecognized remittance with the following irregular transactions amounting exactly to what it was debited in my bank account and also based on my communication with XXXX XXXX, Remitly staff, she was wondering why XXXX XXXX didnt even bother to give them a call. 

Exhibit # 6 again another follows up with XXXX XXXX to which I stated if XXXX XXXX have communicated with Remitly. I attached Remitly email ( Exhibit # 5 ) for copy and reference.

Exhibit # 7 and # 8- to be able to access my REMITLY account SIX digits system generated passcode is issued and go directly to my mobile number to which I either used for regular remittances or just checking current FX rate. These passcodes are not present when the unauthorized/unrecognized transactions were made on XX/XX/XXXX to XX/XX/XXXX. Also, as these are of fraudulent in nature, NO CONFIRMATION RECEIPT, EMAIL was issued sent to any of the transactions made on XX/XX/XXXX to XX/XX/XXXX amounting to {$9900.00}. 

Exhibit # 9 Another follow up email to REMITLY asking why a need for XXXX XXXX is there to call or communicate with REMITLY regarding these unrecognized transactions. ( To date NO RESPONSE ) Exhibit # 10, # 11 and # 12 these are evidence of Regular Remitly Remittances to my intended recipient which are fully supported and documented with transmittal confirmation. 

Exhibit # 13 On XX/XX/XXXX, an unrecognized phone coming from XXXX, one of XXXX XXXX Managers stating to resolve the claim and that Remitly wouldnt service us ( XXXX XXXX ) without me on the other line. See voice transcript snip shot from XXXX XXXX XXXX XXXX. 

With all the above presented documentation and evidence clearly shows the security lapses of both companies, XXXX XXXX & REMITLY, multi factor access and vulnerability of their internal system from unauthorize use that supposedly provides its client account security. 
I have exhausted all means and to date after a month of going back and forth communicating with these two companies, XXXX XXXX and Remitly. I do not have any other recourse but no submit this complaint to Consumer Financial Protection Bureau and that my {$9900.00} worth of money be RETURNED/REFUNDED to my end. 

Thank you.

Company response to consumer: Closed with explanation