Money transfer, virtual currency, or money service -- Money was not available when promised -- Complaint #6518544
Complaint Overview
Complaint ID: 6518544
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: 94590
Date Received: 2023-02-01T12:00:00-05:00
Date Sent to Company: 2023-02-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I made a remittance transaction on XX/XX/2023 in the amount of $ XXXX to my son. This is not the 1st time that i made the remittance thru REMITLY and also not the 1st time that I encountered exactly the same problem situation. The original transsction number for this remittance was XXXX and was supposed to be in my beneficiary 's bank acct in minutes ( as Remitly 's promised time ) but to no avail. This prompted me to call Remitly to check what is happening again and said they will make a research on the problem. But i already complained to them that it's not the 1st time that same problem occured. They asked again for my beneficiary 's acct info. They said it will be resolved within 24 hrs. Eventually, I got a text message saying that the money has been deposited and delivered to my beneficiary 's acct and has been completed only to find out that up to this moment, the money has not yet been received and not even in the acct yet. And to my surprise, the transaction number has changed ( without them notifying me ). I called again Remitly and been pointing out their poor service conflicting with their promo ads that money will be received IN MINUTES. I mean, i send money almost everyday bec i have an ongoing project that needs to be completed and the money was supposed to pay for the labor, hence, it is crucial to have been received by the beneficiary bec they also need it for their family. What if the money is needed in extreme emergency case ( hopefully not between life and death )? What remittance service now can we rely to so that our hard earned $ $ $ reaches the beneficiary in the time that they needed it. Remitly 's promise was to resolve it, making research and etc etc. Their problem is their system. I pity the customer service agents bec they are the frontliners who absorb the anger of customers over the phone and when asked if I can speak to the supervisor, the latter doesnt take the call, instead they just instruct the agent what to tell the customer. Resolution offered by remitly today was compensation but I told them I dont need a compensation. I just need the remittance to be in my recipient 's acct! Nothing else! And by all means pls! REMITLY has to fix its XXXX system! This is really very upsetting! And not the first time that happened but several times already! I should have learned my lesson from last time 's problem. But what other remittance companies out there that can be RELIABLE and can provide excellent service to consumers? I request that this company be sanctioned for its poor service. Same situation I experienced from XXXX XXXX that is why I resorted to Remitly but these remittance companies are a joke! Promised time is a joke.
Frequently Asked Questions
What is Complaint #6518544 about?
Complaint #6518544 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 2023-02-01T12:00:00-05:00.
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.