Consumer complaint received 2020-09-12
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Remitly, Inc. (NC)

CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT XX/XX/XXXX ABOUT REMITLY Remitly Reference # XXXX - I sent money to my niece thru Remitly on XX/XX/XXXX. Remitly acknowledged withdrawal from my bank the money. My niece was supposed to claim the money on XX/XX/XXXX but when she went there, she was told the money has been claimed. She wrote me and I forwarded her letter to Remitly. Remitly claimed their records indicate my niece has already claimed it. I asked for proof and they sent me disbursement slip 1 ) which did not have the claimant 's phone number, 2 ) no claimants ' address, 3 ) no  claimant 's email address and 4 ) the signature was not my niece '. Even the middle initial is wrong. I sent them a copy of my niece ' passport which contain her photo and signature - which was different from the signature from the disbursement slip. Pay agencies usually require presentation of these identifications but this disbursement slip did not have it. Pay agencies generally double check all reference numbers directly from the cell phone of the recipient to verify if reference numbers they have are correct and the same. Also my niece did an extensive research and learned that the money was claimed in XXXX, XXXX, XXXX. They initially traced the money being released in XXXX, XXXX, XXXX, XXXX which is physically very far from XXXX XXXX where my niece lives. 
I have emailed Remitly numerous times but the past month, this service have been unavailable. Whenever I call - it takes hours before I get a response, and when the customer service agents get on the phone, they are generally sympathetic and promises to get this resolved ASAP but to date, more than a month passed, all I have received are promises to work on it, no guarantee and no refund. Their responses have been the same ( Don't worry ; We will get back to you in 24 at most 48 hours ; We will call you or email you of the result ; etc, etc. ) - I have called 2-3 times a week but I get neither resolution nor refund. It is like they are reading same script of what to tell me and to reassure me but no result. 
THEY ACCEPTED THE RESPONSIBILITY TO DELIVER MY MONEY TO MY NIECE. THIS HAS NOT BEEN ACCOMPLISHED, SO THEY SHOULD REFUND ME THE MONEY A MONTH AGO. THERE SEEMS TO BE NO END IN SIGHT IN THEIR UNFULFILLED PROMISES. THEY HAVE AN INTERNAL- ORGANIZATIONAL PROBLEM AND I SHOULD NOT HAVE TO SUFFER BECAUSE OF IT. THEY SHOULD HOLD THEIR PARTNER IN THE XXXX LIABLE AND ACCOUNTABLE AND REFUND ME THE MONEY. 

On XX/XX/XXXX I filed a complaint to XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, ID XXXX ; XXXX XXXX XXXX XXXXXXXX. ; Complaint ID XXXX. I have not heard from them yet. 

I forwarded a copy of my XXXX complaint to Remitly and yesterday XX/XX/XXXX I received an email response from XXXX of the managers in Remitly - XXXX who basically wrote that " I am writing to you in regards to Formal Complaint we received from you related to your transfer # XXXX. After carefully reviewing your case, our partner XXXX XXXX informed that their verification was based on the documents and information provided to them by the client who visited their outlets. In this case, the client was able to provide necessary remittance information and identification to make this transaction as valid payout. Our partner would not return the funds to us because those were already paid to the beneficiary. Regretfully we will not be able to return the funds to you. Once again, my apologies for any inconvenience this may cause you. Regards, XXXX XXXX, Executive Escalations Team Remitly.com. '' I wrote back and asked if they accept what their partners inform them without getting to the root of the problem because the recipient - my niece has not received the funds. I asked what their protocol is in cases like this. I asked them to ask for the presented identifications they have that they considered valid for payout, picture of the claimant, remittance information and to contact the person who received the funds, as well as to contact my niece who has not received the money, so they can get to the bottom of this matter. Remitly has not responded. 
In fact the staff in XXXX XXXX XXXX suggested that a SUBPEONA issued by any law enforcement agency ( PNP, NBI, ETC ) or Court of Law can be submitted directly to : XXXX XXXX XXXX XXXX XXXX, c/o Sir XXXX XXXX XXXX ( if from Law Enforcement Agency ) or Legal Services Group ( if from the court ). The request is subject to their approval. The Area Manager of XXXX of XXXX is MSXXXX XXXX XXXX. The head office of XXXX XXXX is located at XXXX. XXXX XXXX XXXX. 
THIS IS SOMETHING REMITLY SHOULD UNDERTAKE AS THE PROCESS COULD INVOLVE ADDITIONAL TIME & COSTS TO FILE, FOLLOW UP, ETC. THIS SHOULD BE THEIR RESPONSIBILITY BUT I DO NOT KNOW IF THEY HAVE TAKEN ANY STEPS TO RESOLVE THIS. ALL THEY HAVE TOLD ME IS THAT THEIR INVESTIGATION REVEALED THAT THEIR PARTNER DISBURSED THE MONEY AND THEREFORE I WILL NOT GET A REFUND!!!!! 
My niece needed the money badly but has not received it. She has made promises to pay certain businesses with this money. Now it is significantly delayed. She may be charged additional amount for non payment because the money she expected to receive have not  been received. I hope for refund long overdue. Thank you. 

Complaint Detail - DESIRED OUTCOME - REFUND ASAP Date of Transaction : XX/XX/XXXX ; Date of First Problem/Issue : XX/XX/XXXX ; I have complained to Remitly starting : XX/XX/XXXX and phone follow up an average of 2-3 times a week. 
Amount disputed : {$2000.00} ; Product/Service : Money Transfer Reference # XXXX ; Payment Made : In Full ; Payment Method : Cash from XXXX XXXX XXXXXXXX to Remitly