Consumer complaint received 2025-11-26 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: Remitly, Inc.
State: AZ

Complaint narrative:
To be clear, this is a follow up of case number : XXXX ) I am filing a complaint to provide additional clarification regarding my previous complaint ( case number : XXXX ) and to reiterate why Remitlys current response on Consumer Finance Protection Bureau ( CFPB ) is both inadequate and inconsistent with the information I was repeatedly given by multiple customer service representatives. 

Throughout this process, I was explicitly told by at least two different Remitly agents that : A full reversal had been raised, I would receive a full refund ( as per Remitly policy on refunds ), I should wait 24 hours for updates ( never received ONE E-mail from Remitly to this day ), The case was being escalated due to fraud concerns and emotional distress. 

At no point was I informed that my refund would be partial, nor was I told that the recipient withdrawing the funds immediately would affect the reversal. In fact, the representatives clearly communicated that my refund would be issued in full. 

However, the formal written response I later received on XX/XX/2025 at XXXX XXXX XXXX from the CFPB portal presented with legal terminology contradicted everything I had been told. The explanation provided ( the recipient withdrew the funds immediately ) does not align with the earlier assurances nor with common industry practices regarding reversals. A withdrawal by the recipient does not, in itself, invalidate a reversal request or the companys responsibility to honor what their own agents communicated. 

While it is true that a recipient withdrawing funds can make a technical reversal more difficult, this does not eliminate Remitlys responsibility to attempt recovery or to honor promises made to me. From my perspective as the consumer : I acted in good faith and followed all required steps. 

I reported the fraud immediately after realizing I was being scammed on XX/XX/2025. 

I submitted all evidence, screenshots, and relevant information to Remitly, as confirmed by XXXX XXXX. 

I cooperated fully with Remitlys instructions and law enforcement. 

A Remitly agent, XXXX, explicitly promised a full refund on XX/XX/2025 Multiple representatives confirmed that a reversal had been raised. 

I relied on these assurances in good faith, as any reasonable consumer would. 

The withdrawal by the recipient does not negate Remitlys obligation. A withdrawal simply makes the reversal process more complex, but it does not invalidate the customers claim. Remitly has a duty to investigate, escalate, and make reasonable attempts to recover the funds, especially after a CSR promises a refund. 

Consumer protection laws and good business practice require consistent action. Misleading statements by agents, combined with the refusal to refund based solely on recipient withdrawal, constitutes inconsistent and unfair handling of my claim. The reversal effort should be considered in the context of Remitlys communications and the consumers reliance on those communications.The fact that the recipient withdrew funds immediately does not justify Remitly refusing a refund, especially when I was misled by multiple CSR assurances of a full refund. Remitly must be held accountable to follow through on its own promises and provide appropriate resolution. 

These contradictions raise two serious concerns : Misrepresentation / Conflicting Information The statements from customer service and the statements in the final decision do not match. 
I relied on the CSR assurances in good faith, as any reasonable consumer would. 

Incomplete or Improper Investigation It appears the investigation may not have fully reviewed the chat log I sent on XX/XX/2025 at XXXX XXXX XXXX, the documented fraud, or the emotional distress reports I submitted on XX/XX/2025 at XXXX XXXX  XXXX. 
The decision given to me does not reflect the full context of the case or the evidence available. 

I have provided every requested documentation, cooperated fully, and acted in good faith throughout this process. I am simply asking that Remitly do the same by honoring the commitments communicated to me. 

Thank you for your time and attention to this matter.

Company response to consumer: Closed with explanation