Consumer complaint received 2022-05-22 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: Remitly, Inc.
State: CA

Complaint narrative:
Okay start from the beginning like I guess a week and a half ago I saw this ad online for remitly XXXX  which is supposedly and at XXXX immigrant people who don't have any Social Security numbers or documentation to be able to open up account and like send money to their families in other countries and all of that okay so they are open supposedly to you as residents because they gave me an account now mind you they did not ask me for any identification or anything like that when they gave me the account they never mentioned it they didn't mention it when I deposited my work checks nor did they deposited the whole week I was receiving email saying congratulations your check for verified and they'll be available on XX/XX/XXXX by so-and-so time I was getting all these welcoming wonderful emails until the day before my deposits were supposed to go through and then the man decides to tell me oh by the way I need a selfie with government-issued ID and I'm like well the situation that I just got out of I don't have any government issued ID I just got out of a XXXX  XXXX relationship and I'm now living in a XXXX  XXXX shelter I have sons I'm pregnanXXXX XXXX XXXX XXXX XXXX and I am just now trying to basically get back on my feet I had two jobs I still have one of them I'm a full-time student in a 4-year University online and I have to leave everything I own basically behind I sold that me and my kids would not have to go through the traumatic things we have to go through on a daily basis because of the relationship that I was in I don't understand so basically okay I guess it's somebody from my family or whatever was supposed to send me a certain amount of money to one of my XXXX accounts so I proceeded to start the transfer from there to meet XXXX past but depending on these people to do what they said they were going to do and unfortunately I didn't think that they weren't going to do it so I didn't cancel it before hand so it got returned or whatever was {$200.00} and I explained that to them and they put a limitation on my account then I guess I didn't know that I was fired from one of my job and I'm not making any of this up believe me it's my life as bad as it may sound me and my boss had a misunderstanding over the phone and I did not know that she was going to stop the check that she gave me and I did not definitely know that I was fired because nobody ever told me so I guess that check got returned but the other one of the other checks cleared my other work that clear I work two jobs remotely because I'm 7 months pregnant with twins and I'm just going through a lot and that's all I can do right now but they suspended my account after that I hope you guys can keep up with what I'm saying cuz I know I'm saying a lot but this is what's going on my account was suspended or whatever supposedly and they asked me they said they keep saying some about valid government-issued ID number and you I sent them my school ID my expired ID like they asked and I also sent them a notarized affidavit from the state of California which selfies like I don't understand how they can refuse the affidavit notarized by the state but they did and that's clearly my ID that's clearly my identification but now I think they've taken me completely out of their system because the man from remitly look for my phone number up in and he couldn't find any of my information but I have all of the emails and the transcript from the chat and everything that went on and I also have the download of the terms and conditions which state that either they require a government-issued ID it doesn't even say valid or a social security number which I clearly have and gave them it also states that they can determine from time to time who they decide to asked to supply government-issued ID all I'm saying is why wait a whole week to say that might even give me the account and let me deposit my check and tell me that their cash and all that but don't never mention nothing about a selfie with ID cuz I clearly could have tried to do something within that week to make sure that I had some valid government-issued ID or something but now I don't know I think they just took me out of your system and I had XXXX XXXX  in that bank to take care of me and my kids and I can't at this point even buy toilet paper for me and my kids to wipe XXXX XXXX and I'm So at the edge right now I really need some help

Company response to consumer: Closed with explanation