Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #6042188
Complaint Overview
Complaint ID: 6042188
Company: Remitly, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Other transaction problem
State: California
ZIP Code: 95628
Date Received: 2022-10-02T12:00:00-05:00
Date Sent to Company: 2022-10-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Last XX/XX/XXXX my Remitly account did a transaction of {$710.00} using my XXXX account. They used my recipient name but changed the mode of payment/pick up to XXXX which is I never did used before. I only used XXXX pick up as I want my recipient to show there identification card when they do pick up money and the other one is a bank transfer. There is a lot of transaction made at the same time during that day that tried to withdraw money on my bank accounts and XXXX credit card which was saved on there application fortunately the other transactions was declined because of those XXXX accounts sent me notifications that the transaction was declined that's when I knew my account were compromised. I right away contacted Remitly and filed a dispute and was trying to cancel my account with them. I told them that it wasn't me who is doing the transactions and I am also currently at work at that time. I was talking to the fraud specialist during that time over the phone and he mentioned to me that the transaction was made in Texas and I told him that there is no way I did that transaction as I am currently living in California. He did insist that it was sent to my recipient that was on my file and i told him she did not received any money and I never sent money through XXXX. I told him I don't even know what Gcash means and how it works I have been here in the XXXX since XXXX. I was getting upset with the reasoning that he was telling me and the way he talked to me he seems to not believe my report. He said since the recipient was my cousin he assumed she has the money. During our conversation the line was cutoff and there is no resolution that was made. I also contacted my cousin and all the recipient on my account to ask them if they received money from me via Remitly and all of them said no. I also warned them about this case and what's going on. I contacted Remitly again today via chat and I have a screenshot of this conversation and all he ( XXXX ) have to say was this transaction was complete. I asked a lot of follow up question about that and he didn't reply at all.
Frequently Asked Questions
What is Complaint #6042188 about?
Complaint #6042188 was filed against Remitly, INC. regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2022-10-02T12:00:00-05:00.
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.