Consumer complaint received 2025-08-06 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: Remitly, Inc.
State: CA

Complaint narrative:
I am writing to formally file a complaint regarding my recent transfer ( Transaction ID : XXXX ) and the extremely poor experience I have had with your customer service, which has caused significant stress and inconvenience. 

On XX/XX/XXXX, I sent funds to an international recipient using Remitly. However, the funds were never deposited by the expected delivery date. The series of events that followed has been both frustrating and unacceptable : 1. Incorrect deposit confirmation and receipts Upon contacting customer service, I was told that the funds had been deposited and was provided with a deposit receipt from your transfer partner. Upon review, I identified that the receipt was incorrect. After pointing this out, I was sent another receipt. However, after confirming with the recipient, the funds had still not been deposited. 

2. Unreasonable requests and delayed handling When I called again ( weeks after the delivery date ), I was told that technical issues sometimes cause deposits to appear completed when they are not. I was instructed to obtain and submit bank statements from the recipient to verify the non-receipt of funds, which I complied with, providing statements covering XXXX through XXXX. 

3. Prolonged and inefficient escalation On XX/XX/XXXX, I spent over an hour on the phone with one agent who reviewed the situation and agreed to transfer me to the Customer Protection Team for resolution. However, the agent I was transferred to had no knowledge of the case, forcing me to repeat the entire history yet again. 

4. Unprofessional conduct, inappropriate questions, and baseless accusations The Customer Protection agent unjustifiably deemed the recipients official bank statements illegitimate based on flawed reasoning, including : - The use of & /OR for joint account holders names ( which many joint account holders have such symbols, or alternatively, the usage of " and/or '' in the names of the account holders ).

- The bank website not displaying the full bank name ( despite verification that it was the official bank site ). 
- The statement format not matching third-party sample statements found online which is extremely illogical given the agent verified the format through illegitimate and unverified online sources - The agent even suggested I " XXXX sample statements '' for comparison, which is wholly inappropriate. The agent also suggested that next time, I should google such sample statements on third party sources to verify the statements before submitting them. 
- They ( the agent ) then asked me a personal question about " where I am from '', which had no relevance to the issue at hand. After I answered, they presented an unrelated and confusing hypothetical scenario comparing banks in two different countries, which only added to the frustration and had nothing to do with my case.

- Furthermore, they mentioned I should only send money to close family members and not friends in the future given they would " never '' lie to me. Additionally, the agent accused of potentially conspiring with the recipient to lie about non-receipt of funds, and treated with suspicion and hostility throughout the call. These actions were unprofessional, irrelevant, and offensive. 

XXXX. Refusal of refund and resolution Despite my logical rebuttals and compliance with all requirements, the agent refused to issue a refund or assist further. Additionally, the agent also mentioned that they turned on extra verification on my account which will require fund to be verified before being sent in the future due to her flawed conclusion of illegitimacy of statements. I was given no evidence thereof and was unfairly penalized. 

This experience has been extremely stressful, unprofessional, and inconsistent with Remitlys advertised commitment to customer satisfaction and reliability. I have been using remitly for a long time now and have never had issues with transferring of funds in the past. However, this issue was not handled in an fair manner by the agent and I am extremely displeased by my entire experience of resolving this issue. 

I formally request : - A full refund for transaction # XXXX. 
- Fair compensation for the undue stress, delays, and unprofessional treatment I endured throughout this process.

- An internal review of the conduct of the Customer Protection agent involved in this matter.

Company response to consumer: Closed with explanation