Consumer complaint received 2025-11-05 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Remitly, Inc.
State: MD

Complaint narrative:
To Whom It May Concern, I am submitting this complaint because Remitly, Inc. continues to deny responsibility and refuse to refund {$440.00} that was stolen from my account via the Remitly platform. The unauthorized transfers occurred on XX/XX/year>. I reported the fraud immediately to both Remitly and my bank ( XXXX XXXX XXXX XXXX ), provided all evidence I have ( screenshots, transaction history, emails ), and requested a full investigation. Despite this, Remitly keeps sending the same canned response and refuses to provide any technical proof or meaningful remediation. I now ask the CFPB to intervene. 

Summary of facts Date of incident : XX/XX/year> Amount stolen : {$440.00} ( three unauthorized transfers via Remitly ) Platform/merchant : Remitly , Inc . 

Bank : XXXX XXXX XXXX XXXX XXXX taken by me : Immediate report to Remitly and XXXX XXXX on XX/XX/year> ; repeated submissions of evidence ( screenshots, emails, transaction history ) ; filed prior complaints with CFPB and other agencies. 

Current status : Remitly denies refund, claims the transactions were authorized and sends identical template replies ; XXXX XXXX has not successfully disputed the charges with Remitly on my behalf.

What Remitly must produce If Remitly truly conducted a forensic investigation and concluded the transactions were authorized, CFPB should require them to produce the following, for each disputed
transaction : Full transaction logs and audit trail ( timestamps, UTC time, transaction IDs ).

IP address logs and geo-location data associated with each transaction.

Device identifiers and device fingerprinting data ( device ID, browser/OS metadata ). 

Any account session logs showing how authentication occurred ( including whether biometric/fingerprint checks were used or bypassed ). 

A complete written report describing the investigation steps, tools used, who handled the investigation, and the rationale for concluding the transactions were authorized. 

Copies of any communications between Remitly and XXXX XXXX regarding these transactions ( including dates and reference numbers ).

Evidence if Remitly claims they communicated with my bank ( who they contacted, when, reference number, and the content of that communication ). 

If Remitly can not or will not produce the above evidence, CFPB should treat their authorized claim as unsubstantiated and direct Remitly to refund the full {$440.00} immediately.

Additional concerns and evidence Remitly closed/deleted my account after the theft ; I have the email confirming this.

Remitly has repeatedly sent me the same template response ( which they also sent to CFPB ). I have copies proving the replies are identical and non-responsive to my requests for logs and investigation detail.

At one point a Remitly representative allegedly told me I would be refunded ; I received no refund and now receive denials.

I have retained all evidence I possess and can provide it to CFPB on request.

Company response to consumer: Closed with explanation