Money transfer, virtual currency, or money service -- Money was not available when promised -- Complaint #13834371
Complaint Overview
Complaint ID: 13834371
Company: Remitly, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Money was not available when promised
State: California
ZIP Code: 95134
Date Received: 2025-06-01T12:00:00-05:00
Date Sent to Company: 2025-06-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I used Remitly to transfer funds internationally from my XXXX checking account to a recipient bank account in XXXX on three separate occasions : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, each for {$11000.00}. Despite the app indicating that the transactions were " successful, '' the funds have not been received by the recipients bank account till date. Between XX/XX/XXXX and XX/XX/XXXX, I made multiple calls and exchanged several emails with XXXX customer support over the phone and through support channels to trace the missing funds, and I was given no concrete response or resolution. The following issues occurred during this period : Initially, I was informed that the transfer failed due to an incorrect recipient name. I repeated and verified the recipient details, which were correct. Remitly then stated they would restart the transfer. A few days later, I was again informed that the recipient name was incorrect, even though I had already clarified it. Subsequently, the transfer was put on hold, and when I called again, I was told that the issue was with their partner bank, XXXX XXXX, and that they would switch the transaction to XXXX Bank instead. After a few hours, the status changed to Complete, but the recipient still did not receive the money. I waited another 2 days and followed up. I was then provided three XXXX transaction reference numbers and asked to have the recipient bank investigate. When the recipient checked with XXXX, they responded that they had no way to trace these transaction numbers. Remitly also failed to follow up as promised. On XX/XX/XXXX, I called again, and the agent said they would escalate the issue internally and resolve it within XXXX hours. Since then, each time I call, the customer support is either extremely rude, abruptly ends the call, or says we will get back in XXXX hours without resolution. As of today, there is still no trace of the {$35000.00} that was supposedly transferred successfully. I have not been given any formal documentation or transaction trace from Remitly. This lack of transparency and accountability is highly alarming, particularly when it comes to high-value financial transactions.
Frequently Asked Questions
What is Complaint #13834371 about?
Complaint #13834371 was filed against Remitly, INC. regarding Money transfer, virtual currency, or money service specifically about Money was not available when promised. It was received by the CFPB on 2025-06-01T12:00:00-05:00.
How did Remitly, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Remitly, INC.?
Yes, visit the Remitly, INC. company profile at readthecomplaint.com/company/remitly-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.