Consumer complaint received 2022-04-20 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Remitly, Inc.
State: FL

Complaint narrative:
The consumer rights on the Remitly transaction receipt states : " Your Consumer Rights. Please contact us if you have questions about this transaction. Important information about our refund policy is available here. You have a right to dispute errors in your transaction. If you think there is an error, contact us within 180 days. You can view a written explanation of your rights by clicking here. You can cancel for a full refund anytime unless the funds have been picked up or deposited. '' The Remitly User Agreement under section XXXX, XXXX. IMPORTANT SERVICE RESTRICTIONS states : " Delays. Your Transaction may be delayed by our effort to verify your identity and validate your Payment Instruments and otherwise comply with laws or manage our financial risk. You may be entitled to a refund in certain circumstances and you may cancel your transaction at any time while it is pending. '' ( URL : https : //www.remitly.com/us/en/home/agreement # refund ) The Remitly on time delivery promise on their website states : " Every transfer carries a delivery promise. We deliver your transfer on time or your money back. '' ( URL : https : //www.remitly.com/us/en/ghana ) The Remitly missed delivery promise details on website states : Missed delivery promise. We take many factors into account when we calculate our delivery promise, but unexpected issues can come up that can cause delays, including identity verification, recipient information errors, or network outages. ( URL : https : //help.remitly.com/s/article/transfer-not-delivered? language=en_US ) The Remitly transfer cancellation policy on its website states : Note : You can cancel your transfer and receive a full refund as long as the transfer hasn't been received or collected by your recipient. ( URL : https : //help.remitly.com/s/article/refund-information? language=en_US ) The Remitly Refund process on their website states : Your Remitly transfer can be canceled as long as your recipient hasn't received their money yet. When your transfer is canceled, you'll be refunded automatically. ( URL : https : //help.remitly.com/s/article/cancel-transfer? language=en_US ) The Remitly XXXX translation delivery times on their website states : We may offer XXXX delivery speeds sometimes called XXXX or XXXX. We recommend using XXXX  when you need to send money fast, delivery is usually within minutes when using a debit card, and XXXX when youre able to wait XXXX business days for your funds to be delivered. ( URL : https : //help.remitly.com/s/article/transfer-speed? language=en_US ) The Remitly transaction cancellation policy states : When you contact us, you must provide us with information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. We will refund your money within XXXX business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipients account. ( URL : https : //www.remitly.com/us/en/home/errors ) _____________________________________________ DISPUTE STARTS HERE : This dispute is in regard to the Remitly international money transaction in the amount of {$150.00} on XX/XX/2022. I have XXXX chief complaints. 

Complaint XXXX : Violation of missed delivery promise which states, Every transfer carries a delivery promise. We deliver your transfer on time or your money back. 


Complaint XXXX details : Remitly defines a delivered transaction as XXXX that has been picked up or deposited into a recipient 's account. I initiated this transaction on XX/XX/2022 at XXXX XXXX XXXX with XXXX  delivery. Remitly provided an Expected Delivery date for XX/XX/2022 at XXXX XXXX XXXX. XXXX ). The expected delivery date exceeded the XXXX delivery selection. XXXX ) Even when taking into account Remitlys messaging on transaction delays, the transaction remained In Progress for well past the expected delivery date and didnt show as delivered on the Remitly app until XX/XX/2022 XXXX XXXX XXXX 

I reached out to Remitly customer service multiple times via phone call and customer chat to request a refund due to the missed delivery promise, money back guarantee ( see chat transcripts ). Instead, I was offered a {$10.00} compensation credit. A far cry from Remitlys claimed money back guarantee for failing to deliver on-time transaction deliveries. And I was told there was nothing more they could do.

Complaint 2 : Violation of cancellation policy and refusal to cancel a In Progress transaction. 

Complaint XXXX details : The Remitly transfer cancellation policy on its website states : Note : You can cancel your transfer and receive a full refund as long as the transfer hasn't been received or collected by your recipient. 

The website does not give me the option to cancel a In Progress transaction. There wasnt an available cancel or edit selection button to choose from post initiating the transaction.

I reached out to Remitly customer service multiple times on chat and on phone. I was told they couldnt cancel the transaction because they didnt have the option to do so. And they would request a cancellation or money reversal from the recipient 's bank. 

The next day XX/XX/2022, the transaction is shown as complete on the Remitly app. So, no cancellation was initiated by the Remitly customer service team as promised despite there being a policy that states : You can cancel your transfer and receive a full refund as long as the transfer hasn't been received or collected by your recipient So I wasnt given the option to cancel the translation while in progress and its not permitted to cancel the transaction after it has been completed.

This unethical behavior and disregard for consumer rights and the Remitly apps own Terms and Conditions and User Agreement robs a consumer of their trust in sending money or receiving money using the Remitly app.

Company response to consumer: Closed with explanation