I am your regular customer that I use Remitly on daily basis to send the funds in different countries to help people for school fees. I never ever had any issues previously.

I am very very disappointed with your service that I am unable to get help on the chat and phone as well. All of the agents were giving me wrong info to cancel my funds even though, my fund was in pending status due to banks were closed in India told by one of the agent. I started calling and chatting on Saturday when I sent the fund.

Firstly, I want to explain you my situation.One of my friend's phone number was hacked in India. The hacker was asking funds to transfer in his bank account from everyone from the contact list. I got the message on my what's app that she needs 10,000 rs which was $170.95 urgently that she needs to send her friend immediately but she can not send from her own bank because she is already over used to sent funds per her limitations. She can not send from her bank right now but she will pay me back next week. She gave me her friend's account info:

Bank name:>INDIA POST PAYMENTS BANK
Account:>GAITHUILUNG
Account number:>*******149
IFSC:>IPOS*******
BANK BRANCH:>SENAPATI BAZAR

But she was begging me to send funds asap because she can't wait until Monday. Once I sent him then he asked me to send screenshots for info.
After 6 hrs later he asked me to send 800 via etransfer then I asked is it in dollars or rupees then he said dollars. I then got mad at my friend in my mind that she is taking my advantage but I don't send him anything. Suddenly, it clicked in my mind that could be hacker and I called my friend then she told me her ph no got hacked and hacker asking money from each one's from her contact list. I called right away to Remitly agent then he told me that money can't be transfer until Monday so he will cancel the fund. But I couldn't see the status changed on my Remitly account then I chat with agent she told me same thing that she will send mail to cancel the fund because they don't have tool to cancel it right away. But it was saying 48 hr left to send the money on my status on Remitly. I chat with another agent she said same thing to sent mail to cancel it. I called 2 times on the phone and 3 times on the chat. But I got email and message that the funds delivered then I got shocked badly why it happened even though I told your different agents when the funds were in pending to cancel it.

This is the info for my account:

The money $170.95 will be deposited to your India Post Payments Bank account by 7 January at 5:50 AM +0530 your time. Ref#R*******284.

Is there any manager or upper level management that I can talk or complaint that how I can retrieve my money back even it was 100% your agents fault. You can check the conversation that was recorded in your system that your department can communicate with receivers bank. The Remitly company runs worldwide so I am sure they have some rules and guidelines.

I hope you can help me for sure so i won't be disappointed so I can use this app peacefully in future.

Thanks,

RED FLAG! STAY AWAY! I AM STILL WAITING FOR MY REFUND?!?!?! FOR FIRST AND LAST TIME WITH REMITLY!

Remitly advertises itself as a quick/instant way to transfer money internationally, that is why I still choose it despite the low transfer rate.

I made a transaction to transfer money to my friend in Thailand on July 25 night. I chose to "card to card" method cause it's the fastest way, and it was estimated to take 1 hour to transfer. Then later, I received a notification that said the site need to verify my ID and proof of income. After taking about another 1 hour chatting with their representative, and turning all the needed documents in, he informed me it will take about 2 - 4 hours to process and complete my transaction.

I checked in the next morning but it still showed that the transaction was being processed. They have already withdrawn money from my bank account since last night. Then I contacted them again, went through the whole process of explaining what is going on with their representative, and received another answer - waiting for another 2 - 4 hours to process.

In total, on July 26, I contacted Remitly 3 times, 8 am, 7 pm and 11 pm. All of them were through online chat because their phone line is always busy. I had all transcripts as proof. The process was tiring when you keep explaining the same story over and over again but still receive the same promise that after another 2 - 4 hours wait, the transaction will be complete.

When chatting with the representative at 11 pm, she desperately asked me to wait for another 2 hours, and promise to make everything up. So I told her "I'll wait until tomorrow morning, if Remitly doesn't complete this transfer then I'll request a refund" and she said yes.

On July 27 morning, it has been over 24 hours since they withdraw my money, and the transaction was still under process. This time I tried to contact them again, and the same answer was given. The representative even asked me to turn in my ID again, as if she had never checked my previous chat with their company while I told her this is my 4th time asking the same question. I demanded a refund cause this is the 5th time I received this same answer from them. But she arrogant answered that they can't issue a refund because the money already transfer to that Thailand bank. I explained to her that if they don't issue a refund I'll have to file a claim with my bank and she confidently answers "go ahead" as if this wasn't their fault.

First of all, it has been almost 2 days but they are still unable to complete that transaction even those the given estimated time is 1 hour.

Second, their customer service is the worst, they keep giving out unfulfilled promises. If their representatives told me, it will take about 1 to 2 days, or the exact estimated day for the transaction to complete, I will be ok with that answer. If I knew the time will this long, I'll find another way to transfer money since my friend needed it asap. But in this case, every single representative told me it will take 2 - 4 hours max. I trusted their word, but nothing ever happens, to the point that I had to contact them 3 times a day because of this issue.

Third, their communication/contact is hectic. The phone line is always busy, and it keeps hanging up by itself after 10 to 20 minutes of wait time. Their online chat is worst, each representative seems clueless about what is going on. You have to explain the entire story over and over again as if they can't check the previous conversation at all.

One representative even asked me to send my ID again to verify as if I had never done it. I had to let her know that I have already done so, 24 hours ago. And she was like "let me check it,... oh yes you did turn it in".

Another one promised, "let me email the Thailand bank to escalate your case, we will keep your transaction as a priority" it will take another 2 - 4 hours. So that the next representative gave me the answer that "Upon checking I can see that the previous agent has already drafted an email to the partner bank...". What do you mean by DRAFTED? I thought that person already SENT it.

And last, when you ask for a refund, you get the answer "we don't have an option to cancel and refund", go ahead and file a claim with your bank cause it wasn't our business.

So I went ahead and file a report with my bank. It's funny how I was unable to call them for the entire yesterday, but several hours after speaking with the bank, I received a call from Remitly. The same process of apology and asking for another 8 - 9 hours of waiting time, and she told me yesterday the company already issued a $30 discount for their mistake which I never heard from any of represenative that I chatted with, nor receiving email from the company. In fact, the only email I got from Remitly is a "status update", right after my transaction was made.

I told her that I'm done with this and requested a refund or else my bank will contact them cause I already filed the claim. And her answer was "yes, they can definitely can issue a refund", which is totally opposite from their previous representative, a "go ahead" answer. When I asked her what she think about the poor experience I had gone through with multiple failure promises and wrong information that was given by their representative. All she cans answer is "we apologize".

Now it will take another 10 business days for them to issue the refund. I don't care anymore, I'll let my bank take care of it. If they give out the correct estimated waiting time rather than repeating failure promises of 2 - 4 hours, this will not be this bad.

Just don't use Remitly, so you don't have to go through the same hassle and stressful experience that I have been through.

I am writing these words to help the community being aware and avoid the lost I had during this nightmare.
I am giving here my personal experience story with this company (Remitly). Story started when I wanted to transfer funds to my suppliers in China and Morocco. I have done my research about new cost-effective solutions for transferring money quickly with an optimum exchange rate. After a Benchmark between many of them, Remitly cutches me by its good exchange rate spread and low transaction fee. The first transaction was done smoothly to a supplier in china which get his money same day on his Alipay account. My second transfer was made to a Moroccan supplier into his Moroccan bank (Attijari Wafabank). Transfer was made on the 5th of August 2020, Funds was supposed to be received by my supplier on the 12 August. Today is 24th and no funds was received. The supplier is someone who I have relationship with for decades, I know him very well. The amount is not to high (1400$) but still it is money. The problem is that the company have a ridiculous policy in the case funds are not received. They asked me to ask the supplier (receiver) to provide his bank statement which is ridiculous. No company will accept that. Bank statement has confidential information and even me I will refuse to provide it to my customers to prove that funds are received. So, I keep trying to explain that and the only cold answer from the customer service was sorry we can do nothing. For my supplier to track the transfer his bank asked the transaction swift code (which is a conventional way to track transaction for banks). Guess what, Remitly don't have it even if they withdraw the funds from my Wells fargo bank and transfer it to an international bank. They keep giving me some Transaction ID which can't be accepted by my supplier's bank. I asked them to contact the Moroccan bank and ask for a prove that funds has been deposited into my supplier account so I can show it to him: they say no. I asked them to forward the email they told me they received from the receiver bank confirming that funds has been deposit: answer is NO. Any request I made answer was NO. They said sorry we can't help. Basta your money is lost, and we can't do nothing. It is a frustrating situation when you are powerless and all you have is chatting or call center in Asia answering like a machine repeating each time same words with no compassion neither human understanding of the situation.

Bottom line: this is a company that want to make profit based on transaction fees and exchange rate spread with no customer service to provide neither guarantee that your fund will reach destination. Till today have no clue what to do!

Don't trust this company. They should be investigated by a senate overhearing comity for anti-American and communist practices but they have gotten too powerful. They systematically terrorize their customers with Gestapo style interrogations and call it a security measure. Then then seize your account hostage and refuse to delete your personal and banking information against your permission or will even under protest. Are you sure you understand what you are really agreeing to when you click that box for their term's agreement? It would take a room full of attorneys to interpret its intentions. Ever wonder why such a simple service has such a complicated agreement? Ever wonder why they have the need to require you to be totally vulnerable to them. According to them, under that agreement they have the right do anything they want to you without you having any recourse to stop them? The customer service security agent admitted to me that Remitly is constantly being used to transfer funds for illegal practices. I was then summarily accused of laundering money on a 30-dollar transaction so my friend could buy a lousy sim card! Are you freaking kidding me? My account was seized and placed into suspension permanently because they say the recipient gets too many transactions from other people. What does that have to do with me? Then they refuse to remove my personal and banking information even though I can no longer use my account. Why? They say they have the right to keep my banking and personal information against my permission! What kind of Nazis are these people? I love the Indian people but is anyone else getting tired of being transferred to India were their people are being exploited and trained to employ customer services practices that would never be allowed in USA? Is this really a company you want to give power over your financial freedom to? I could care less about them suspending my account. I don't even care about the lousy 30 dollars. You could not pay me to do business with such people now that I know who they really are. What makes me feel violated is that they are keeping my personal and banking information against my permission. Why? After the account is closed the business should be concluded and no reason to keep someone's banking and personal information. I am writing the banking commission and my senator to report Remitly for what I believe are illegal business practices they are conducting on USA soil! If anyone has any other resource to report these people to that I can use please contact me. And for gosh sake, please think twice before you click that box. You just may be giving up more rights than you understand. I only lost 30 dollars but I wonder how much money they make on this scam if they do it everyday. Do you know? I don't! I am going to keep posting this on as many sites as I can to warn the American people. Trust me. Americans do not want to support this kind of company. They are against every kind of freedom and rights we believe in.

I'll start by saying that I usually write a review because I'm thoroughly disgusted at the actions of a particular company. And this time is no exception. I live in the USA. My fiancé/girlfriend lives in the Philippines with her family. Like many others nowadays we met online and fell in love. We've been together for a year and a half. I'm planning to go there and marry her so she can get a marriage visa to come to the USA. She grew up extremely poor. I don't want her to have to work for 6 days a week, 12 hours a day, for $50, which is common there. So I fully support her whole family. I pay their rent, utilities, buy all the food, etc. I send her money every week. I've used several different money transfer services. I hadn't used Remitly yet, but thought I'd give them a try since they "appeared" to focus on the Philippine community. I figured that since they are a Philippines only transfer company they would have more concern and be more sympathetic to the Filipino people. But that is absolutely untrue! It's just the opposite. They don't give a damn about the Filipino people, consider them to be scammers, and could care less if they're starving to death. Just listen to this almost unbelievable first encounter I had with their company. My girlfriend's family had run out of food and had eaten nothing at all for 2 days due to a communication problem between us. Very mistakenly I decided to try Remitly to send her some money, only $50. I filled out the form and sent the money assuming it would get there in minutes like most other services. My girlfriend called back about an hour later to say there was no money available for that transaction number. She was weak from not eating and it was very hot and she had to ride her bike a long ways to pick up the money. In my email there was a letter from Remitly saying there would be a one hour delay while they double checked my information. I couldn't understand why they had to do that. I sent from my Visa debit card that I've used a hundred times before. All the info was correct, so what was the problem? After waiting and waiting for a few hours I suddenly get ANOTHER email from Remitly saying I need to send them a copy of a document that has my address on it. WHAT? I just wanted my girlfriend to get the money and finally have some food, so I quickly sent Remitly a government document with my name and address. Even though it was ridiculous to have to go through all that just to send $50. In all the years I've been using transfer services I've NEVER had anyone hold up my transaction and ask for proof of who I am. They acted as if I was a suspected terrorist or something. But hold on, it get's MUCH worse. So my gf rides all the way back again to pick up the money... but it's STILL not there. She has to ride all the way back to the café again to call me on the PC and tell me the bad news. She says she's getting very dizzy and feeling sick. About another hour after I send the document I get ANOTHER EMAIL AGAIN. This time Remitly is telling me that I need to call their customer service dept! So I call them and ask What is the problem NOW? The girl says Well sir, we need to ask you some questions to further verify your ID. I couldn't believe they actually still wanted more from me just to transfer a lousy 50 bucks. I asked What do you want to know? She then began asking me EXTREMELY personal questions that were none of her business. Who are you sending this money to? Are you related to them? How long have you known this person? I was getting VERY VERY pissed off at her intrusive line of questioning and wondering what in the hell did all this have to do with sending money. How is it ANY of Remitly's business who I want to send money to? I THINK I'm old enough to make that decision for myself! But I wanted this over and done with so my poor hot, weak, very tired and hungry girlfriend could finally go home and eat. I explained to her my gf and her family hadn't eaten going on 3 days. And I told her she was my fiancé who I've been with for a year and a half, etc., etc. After all that she had the nerve to ask me if I've ever met her in person! I said Of course not, I live in the USA and I'm planning to come there and marry her. But she keeps going on and says Well has she ever visited you? I had just told her I hadn't been able to be with her yet and she still asks me that. After her extremely rude Gestapo line of questioning was finally over she says I'll talk to my supervisor. She comes back after a very long wait and tells me Sir, based on the information you've given me I'm afraid Remitly will not be able to complete your money transfer. I couldn't even believe what I was hearing. I said You mean Remitly refuses to send a measly $50 just for the fact that I haven't yet personally met with my fiancé? You can't be serious. What is your reasoning behind all this ridiculous paranoia? She said A lot of people in the Philippines are known to scam people for their money. Since you haven't met her in person we don't know if she is just scamming you. I kept thinking This can't be real. I said to her So you're telling me that because of the very remote chance my fiancé has been scamming me for a whole year and a half Remitly refuses to send my money to her? I said, Who the hell is Remitly to dictate to me who I can and cannot send my own money to? I don't need Remitly to police my actions and make sure I don't make any mistakes! And even if I did choose to send money to a scammer that's NONE OF REMITLY'S BUSINESS! I can give my own money to whoever I damn well please! I'm not a little kid and Remitly is NOT my mother! She just said Well that's Remitly's policy sir, goodbye... and hung up. I just sat there numbed from what I had just been told. It was just unbelievable. How could any company be so incredibly callous and coldhearted? And actually dictate to me who I should or shouldn't send money to? How can any company make it their business to police your money? I have many Filipino friends here in the USA. I was telling one guy what happened. He said Oh I know all about it... they pulled that same exact crap on me last year, and I was only trying to send $25! That's why I will NEVER use Remitly and neither does anyone I know. Remitly suspects all Filipinos of being scammers. They totally SUCK. I told him I was in complete agreement. They treated me like I was a terrorist, then insinuated my fiancé was just a scammer. Overly suspicious isn't even the half of it. This company is straight up paranoid. In America we go by Innocent until proven guilty... But un American Remitly has made it clear they believe in just the opposite... Guilty until proven innocent. In effect, Remitly condemns the people of an entire country for the actions of a small minority. In my book, that's way too close to being prejudiced and a racist. There are plenty of other transfer services. And I most certainly will not use the one that goes against my rights as an American citizen. Anyone who supports this company is doing an injustice to their fellow Americans... and the people of the Philippines. Message to Remitly: If you intend to do business with Americans... then you'd better act like one.