Remitly

EDIT2: After my complaint to the BBB and they reached out and offered a full refund. I also asked that they refund the late fees incurred because of them and they did(in the form of a credit). I immediately used the credit and vowed not to use their service again.

EDIT: I submitted complaints via the BBB and CFBP shortly after my original post.

Today 1/12/2023 the status of the transaction magically changed from "completed" to on hold.

I called and Remitly couldn't tell me why the transaction was on hold or why they had initially marked it as completed to begin with.

After reconfirming that all the information was correct their resolution was to change the "banking partner" on the transaction to a different banking partner. I asked who the previous one was and who the new one would be and the rep said he couldn't share that info. Mind you I have been asking about these "banking partners" since the beginning because something about the whole thing seems fishy but Remitly won't share who these partners are and what they do exactly.

Anyways instead of doing that I asked to cancel the transaction so I can get a refund. As soon as the money is back in my account I'm resending using my bank's wire transfer and I'm closing the Remitly account for good. I don't need these headaches in my life.

TLDR; I sent a transaction of more than $3,000. Remitly didn't deliver the money but are claiming that they did. Every time I call they tell me they'll escalate the case and conduct an investigation. It's been 2 weeks and they keep telling me the same thing.

On 12/28/2023 1 initiated a transfer of $3154.57 from my US account to my international

account.

On 1/03/2024 I received a notification that the transfer had been completed. As of 1/10/2024, the money has not been delivered to the account.

I have called Remitly on 8 different occations and have been told different stories about what's going on, including:

• The transaction is complete and I'm incorrect

• My bank is closed(lt's not)

• Remitly is conducting an investigation and I'll hear back in 24 hours(l haven't)

I have provived Remitly with copies of my official bank statement that clearly show the money was never received. Depending on who picks up the phone or chat, the Remitly rep states either of the following:

• They spoke with my bank and my bank told them the money was deposited into my

account

• They are doing an investigation(again)

I have checked with my bank multiple times and they have told m e they have not been contacted by Remitly, and they have no received any funds from them so Remitly is clearly lying and refusing to provide any useful information. I have asked Remitly repeatedly to provide me with the emails they claim to have received from my bank stating the funds were deposited but they can't/won't. I have also asked to speak with the "internal department" conducting the investigation but have been told that I can't speak with them and that they will contact me once the investigation is completed.

Last week I was told the investigation would be completed and I would get a resolution today 1/10/2024. When I called today I was told all of the above again and now they are

supposedly conducting a new investigation...

I just filed a complaint with the Better Business Bureau but other than that I don't know what I can do here. Thoughts?