Consumer complaint received 2026-06-03 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Remitly, Inc.
State: PA

Complaint narrative:
Subject : Complaint Against Remitly for Withholding Funds and Failure to Provide Refund I am filing this complaint against Remitly regarding funds that were withdrawn from my bank account but never returned after my transaction was cancelled. I have been a Remitly customer for years and have used their services regularly to send money internationally. On this occasion, I deposited {$1000.00} from my XXXX XXXX XXXX checking account into my Remitly wallet using my debit card. Remitly Wallet is a wallet service that they have available to customer to make deposit to the wallet and keep the money there like a saving account to later use the funds in the wallet to pay for transactions or to send the funds internationally. After funding my account, I initiated a money transfer to XXXX on XX/XX/XXXX. Within seconds, I received a notification from Remitly stating that the transfer had been cancelled. When I attempted to log into my account to determine the reason, I discovered that my account had been suspended and my Remitly wallet suspended too. I immediately contacted Remitlys customer service department. I was informed that my account had been flagged by their system and that it would be restored within 24 hours. However, my account was never restored. After 2 weeks passed and I contacted customer service again about my account and to request my money back, customer service advised me again that in 24 hours my account will be restore. After I found that my account was restore. I contacted customer service to requested a refund of the {$1000.00} that Remitly was holding. I was assured that the refund would be processed within 24 hours. Once again, no refund was issued. After multiple contacts and unsuccessful attempts to resolve the matter, Remitly sent me an email instructing me to contact my bank and dispute the transaction in order to recover my funds. At that point, I had already initiated a claim with XXXX XXXX XXXX because Remitly had failed to return my money despite repeated promises to do so. After contacted customer service again many times and promised me to scale the problem and to resolve this in 24 hours and again that never happened because the reason that customer service gave me is that my Remitly wallet where my fund were return back is also suspended and need to be reactive again and that I need to wait another 24 hours to be able to access my Remitly Wallet to access my fund. After my Remitly Wallet was activated again customer service initiated the refund to my bank account and weeks passed and I don't have a clue where is my money. Remitly customer service can't find the money or the status of my refund and all the time is another 24 hours and nothing. From XX/XX/XXXX almost a month and I don't even know what happened to my {$1000.00} dollars. My concerns are : Remitly accepted and retained my funds while cancelling the transfer. My account was suspended without a clear explanation. Multiple promises of account restoration and refund were not honored. I was forced to involve my bank and file a dispute to recover my own money. The company failed to provide a timely resolution despite repeated contacts. I am requesting that Remitly immediately return the full amount of {$1000.00} and provide a written explanation regarding the suspension of my account and the handling of my funds. Thank you for your assistance in reviewing this matter.

Company response to consumer: Closed with explanation