Money transfer, virtual currency, or money service -- Other service problem -- Complaint #5971224
Complaint Overview
Complaint ID: 5971224
Company: Remitly, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Other service problem
State: California
ZIP Code: 94025
Date Received: 2022-09-11T12:00:00-05:00
Date Sent to Company: 2022-09-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My Remitly account has been suspended without cause. I use Remitly to send money to my family in XXXX since XX/XX/2020. XXXX, XX/XX/XXXX, I tried to log in to my account, but the following message was displayed " Your profile is locked. We've noticed some suspicious activity and took some precautions. Answering a few questions should clear this up ''. I immediately contacted the company via chat and they informed me that my account has been suspended because something indicated that I have violated the user agreement. I have been a loyal customer for years and I have read the user agreement and I did not violate anything. I asked to appeal and they asked to make an appeal and follow the instructions on this page XXXX XXXX XXXX XXXX XXXX I have not received any emails from the company informing me previously that my account was suspended or that they have received the appeal for my case. In addition to that, the company has a referral program that grants the customer {$30.00} per new customer that signs up and uses the Remitly service to send money. Because I advertise my referral link in my social network, I currently have more than {$150.00} that has been blocked on my account. So essentially, by suspending my account the company has blocked the referral bonus that I've earned, which is unfair and illegal. I ask that the company unblock my account so that I can continue to use the service to send money to my family members. I'm a loyal customer of Remitly and I'm very upset about how my account has been suspended unfairly.
Frequently Asked Questions
What is Complaint #5971224 about?
Complaint #5971224 was filed against Remitly, INC. regarding Money transfer, virtual currency, or money service specifically about Other service problem. It was received by the CFPB on 2022-09-11T12:00:00-05:00.
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.