Money transfer, virtual currency, or money service -- Money was not available when promised -- Complaint #19088602
Complaint Overview
Complaint ID: 19088602
Company: Remitly, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Money was not available when promised
State: Arizona
ZIP Code: 85296
Date Received: 2026-01-28T12:00:00-05:00
Date Sent to Company: 2026-01-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Summary of Complaint I am filing this complaint regarding severe and repeated service failures by Remitly over the past 74 days, resulting in financial harm and undue stress. The complaint is solely about Remitlys handling of my communications and service, not the outcome of a fraud case. Despite numerous attempts to resolve the issue through chat, email, and phone, Remitly has consistently provided deflective, delayed, and contradictory responses, and has refused to provide written documentation of communications or follow through on promised supervisor callbacks since XX/XX/XXXX. I am requesting immediate refund of funds due, along with written documentation of all communications and actions taken by Remitly, due to their repeated failures. Timeline of Events/ Failures : 1. XX/XX/XXXXXXXX : I reported suspicious transactions to Remitly regarding a recipient coercing transactions. 2. XX/XX/XXXX : XXXX XXXX promised a refund that was never documented in email. 3. XX/XX/XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX : Multiple CSRs and supervisors gave inconsistent answers, delayed responses, and failed callbacks, repeatedly instructing me to wait XXXX hours or expect a supervisor call that never occurred. 4. XX/XX/XXXX : XXXX XXXX promised a refund, but no confirmation or documentation was provided. 5. XX/XX/XXXX : After repeated deflections, I escalated to a * * supervisor via chat, but was told there is no department that provides provisional credits and still received no written proof. 6. Throughout the 74 days : I was ping-ponged between Remitly, my bank, and authorities in XXXX, without meaningful action from Remitly, forcing me to act as my own compliance team. 7. Bank Action : Due to Remitlys lack of communication, I was forced to dispute the merchant with my bank to protect my funds, a measure I only took because of unreasonable delays and deflective communication. Impact/ Harm : * Financial Harm : Compounding overdraft fees, bridges needed from friends, delayed access to my rightful funds. * Emotional / Mental Stress : Forced to manage a 74-day ordeal, repeatedly advocating for a refund while being ignored or misled. * Time Loss : Extensive personal time spent documenting and escalating the issue, doing the work Remitly should have done. Additional Notes : All actions taken by me were prompted by Remitlys repeated failures to act responsibly, including their refusal to provide written logs and inconsistent communication. I have kept detailed records of all contacts and escalations.
Frequently Asked Questions
What is Complaint #19088602 about?
Complaint #19088602 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 2026-01-28T12:00:00-05:00.
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.