Consumer complaint received 2026-03-18 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Remitly, Inc.
State: NC

Complaint narrative:
On XX/XX/year>, at XXXX XXXX EDT, I initiated an international money transfer through Remitly ( a licensed money transfer operator ) from my XXXX XXXX XXXXXXXX bank account to a XXXXk XXXX XXXX bank account located in XXXX. The total amount sent was {$1100.00} USD, which was converted to XXXX INR at the time of the transaction. After the transfer was marked as " Delivered '' by Remitly, I discovered that I had accidentally entered an incorrect recipient bank account number during the transaction setup. The funds were therefore credited to an unintended and incorrect bank account in XXXX. Upon discovering this error, I immediately contacted Remitly customer support by phone at XXXX to report the wrong transfer and request an urgent recall of the funds. During this call, Remitly 's front-line support representative informed me that they are unable to provide the UETR ( Unique End-to-End Transaction Reference ) and BIC ( Bank Identifier Code ) associated with this XXXX transaction. I then contacted XXXX XXXX XXXX XXXX directly, where my intended recipient holds an account. XXXX XXXX XXXX XXXX team confirmed they are willing to initiate a formal recall and reversal process for the wrongly credited funds. However, to proceed with the XXXX recall, XXXX XXXX XXXXXXXX explicitly stated that they require the UETR and BIC code from the sending institution, which in this case is Remitly or their intermediary bank. I contacted Remitly customer support multiple times by phone and also sent a formal written email requesting escalation of this matter to their Payments or Operations team, who would have access to the XXXX transaction details including the UETR and BIC code. Despite these repeated attempts, Remitly has failed to provide the requested information, has not escalated the matter internally, and has not taken any meaningful action to assist with the recall process. As a result of Remitly 's inaction and failure to provide basic XXXX transaction details, the recall process has been completely stalled. Every day of delay reduces the likelihood of successful fund recovery, as the unintended recipient may withdraw or use the funds at any time. It has now been several months since the wrong transfer occurred on XX/XX/year>, and the funds totaling {$1100.00} USD ( XXXX INR ) remain unrecovered. I am formally requesting that Remitly be directed to immediately provide the UETR and BIC code for this transaction to facilitate the XXXX XXXX XXXXXXXX XXXX recall process, and that appropriate action be taken against Remitly for their failure to assist a customer in a wrong transfer situation in a timely and responsible manner. Summary of Transaction : Transfer Date & Time : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX EDT Amount Sent : {$1100.00} USD Amount Received : XXXX INR Sending Institution : Remitly Sending Bank : XXXX XXXX XXXXXXXX Receiving Bank : XXXX XXXX XXXX XXXXXXXX Issue : Funds delivered to incorrect bank account number Information Requested from Remitly : UETR and BIC code for XXXX recall Current Status : Remitly has failed to provide required details despite multiple contacts

Company response to consumer: Closed with explanation