Remitly

Thank you for bringing your recent experience to our attention and for giving us an opportunity to provide an explanationFirst, we’d like to apologize for any inconvenience you may have experience with your first transaction while using our servicesUpon review of the account and associated transaction, we found the transaction delivery was delayed due to incorrect recipient bank account details being supplied at the time of creating the transactionWhen attempting to deliver the funds to the supplied bank account number, we were notified by the receiving bank that the information provided did not match any account in their records As a result, we immediately sent an email and SMS notification to inform you of the delay and requested you to contact us in order to amend the transaction with the correct detailsUpon correcting the recipient’s banking information on May 11, 2017, the transaction was immediately processed and the funds were successfully deposited at 10:PM PDTA confirmation notice was sent at that time to notify the customer of the successful deliveryOur company always looks for ways to improve its service and feedback such as yours is therefore invaluableWe truly appreciate the time you have taken to address this matter with usPlease feel free to contact us again if we can be of any further assistanceCustomer Service can be reached hours a day, seven days a week at (888) 736-

Greetings from RemitlyWe are writing in response to the complaint filed with the Revdex.com regarding the delivery of your funds unintentionally directed to be deposited into an incorrect bank accountThank you for bringing this matter to our attention Upon review of the circumstances surrounding this account, we found two transactions were created on December 3rd and 4th, As we understand it, based on phone conversations that have taken place between our customer and our Customer Service team, the funds were delivered to a bank account not belonging to the intended recipient due to inaccurate banking information being provided at the time of placing the ordersAs instructed by our customer at the time of initiating the transactions, on December 4th and 8th we successfully delivered the two amounts of $and $1,to the bank account providedUnfortunately, we do not have a way of retrieving the funds once a transfer has completed While this unexpected error was out of our control, as we are reliant on our customers providing accurate recipient bank details, we do acknowledge the frustration and financial hardship incurred as a result of the error In order to resolve this matter, as a one-time exception, we have initiated a refund to payment instruments used to initially fund the transactionsThe amounts of $and $1,should appear as a credit on their next banking statementWe hope this resolution will be to his satisfaction and he will accept the refunded transaction as a token of goodwill on our part While these instances are rare, please know, we do take these situations seriously and understand the impact they have on our customer’s experienceWe will be following up internally to limit the possibility of this reoccurring in the future Again, we truly appreciate the opportunity to address this matterOur company always looks for ways to improve its service and feedback such as this is therefore invaluablePlease feel free to contact us again if we can be of any further assistanceCustomer Service can be reached hours a day, seven days a week at (888) 736-

While My transaction was being delayed I had a discussion with the Supervisor, as noted in the original responseI had been promised $for the compensation of this delayThis can always be analyzed from the recorded conversation during the call While I also explained the reason for me to getting any such statement from the government agencies in India would cause extensive length of time anywhere from six months to one yearThe reason is because the delay caused a cascading effect and the statement needs to come from various sources before it can come to me, and in the end even if I get such a statement, it would be causing me additional fee's and taxes This all had been discussed, not just once, but three time during the conference call with the supervisor, and I was advised to write it on the email explaining this, and which I didLater one they changed the person Moreover, I would also like to emphasize you that the customer support from this company is horribly worst, I have seenI had sent in the beginning around emails, and they did not respond even onceEvery time I called them, they assured the call back, but they never did call me back There are several reasons behind the delay mainly caused by the inefficient customer support and service, and they are just making lame excusesIf needed I shall be able to provide all the call history from my telephone records, as well as all the emails which had been sent for follow up just for one single transaction, and no response received for several days in the beginning Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Greetings from RemitlyThank you for contacting us regarding this matterWe appreciate the opportunity to respond to this customer’s concern We have reviewed the account history and can confirm that the transaction submitted on November 28, was delayed due to an unforeseen transaction review initiated by our partner bankThey partner bank submitted a request for a bank statement in order to verify the source of the money being sentUnfortunately this review resulted in the actual delivery time exceeding the availability date shared with our customer at the time their transaction was submitted We have since verified the transaction was successfully completed on December 5, to the intended recipient’s bank account An automated confirmation email was sent to them at that time to notify of the successful delivery We make every effort to ensure our transactions are delivered by the original promised delivery date, however the occasional unexpected delay is unfortunately unavoidableAlthough such instances are rare, we take these delays very seriously and understand the impact they have on our customers We will be following up internally to limit the possibility of this occurring in the future In the meantime, please accept our apology for any inconvenience the delay may have caused This customer’s recent experience does not meet the level of service our company strives to provide and, as an incentive to try our service again, we have applied a free transaction credit to their accountThis credit will remove the transaction fee associated with their next express delivery transaction We have already applied this credit to the account and, should they decide to transact further, it will be immediately available Again, we appreciate the opportunity to address this concernOur company always looks for ways to improve its service and feedback such as this is therefore invaluableOur customer is welcome to contact us again if we can be of any further assistanceCustomer Service can be reached hours a day, seven days a week at (888) 736-

Greetings from RemitlyThank you for contacting us regarding this matterWe appreciate the opportunity to respond to this customer’s concernWe have reviewed the account history and can confirm that the transaction submitted on July 20, was delayed due to an unforeseen technical issue encountered during processing by our partner bankUnfortunately this delay resulted in the actual delivery time exceeding the availability date shared with our customer at the time their transaction was submittedWe have since verified the transaction was successfully canceled on July 27th, per the customer’s request An automated confirmation email was sent to them at that time to notify of the successful cancelationWe make every effort to ensure our transactions are delivered by the original promised delivery date, however the occasional unexpected delay is unfortunately unavoidableAlthough such instances are rare, we take these processing delays very seriously and understand the impact they have on our customers We will be following up internally to limit the possibility of this occurring in the future In the meantime, please accept our apology for any inconvenience the delay may have caused Again, we appreciate the opportunity to address this concernOur company always looks for ways to improve its service and feedback such as this is therefore invaluableOur customer is welcome to contact us again if we can be of any further assistanceCustomer Service can be reached hours a day, seven days a week at (888) 736-

Thank you for followiwith us regarding this matterWe have reviewed Mr***’s response and can appreciate his concern surrounding the suspension of his account privileges As stated in our initial response, a review of his transaction history identified he had, we found he was sending money to individuals we have formerly identified as participating in activities that violate our User AgreementThis, in addition to the discovery that he has created more than one account when sending to numerous individuals located in the Philippines, have deemed his activity too risky which led to the refusal of serviceFor the above reasons we are regrettably unable to provide Mr [redacted] with further serviceThank you for your understanding

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed Mr [redacted] account and associated transaction and confirmed his transaction submitted on June 11, was subject to a delay caused by anunforeseen technical issue with our partner bankThis error caused a delay in processing and, ultimately, resulted in us missing the delivery date provided to the customer at the time their order was submitted.The technical issue surrounding his transaction was resolved on June 12th and we confirmed the money had been successfully transferredAt this time our Customer Service team phoned Mr [redacted] inform him ofthe successful completion of his transactionMr [redacted] indicated he was satisfied with the resolution at that timeRecently, we have also sent an email to the customer to apologize for the unexpected delay and offered a $account credit which can be used towards his next transactionIt is our hopes that he will acceptthis as a gesture of goodwill on our part and as a form of an apologyA copy of the email sent to Mr [redacted] on June 19, has been attached to this form for referenceAgain, thank you for bringing this issue to our attentionPlease let us know if any further action or information is required in order to consider this matter resolved.Thank you

Thank you for following up with us regarding this matterWe appreciate the opportunity to provide additional insight into the events surrounding your recent money transferAs mentioned in our initial response, the delivery of the customer’s funds were initially delayed due to incorrect recipient bank account details being supplied at the time of creating the transaction, April 28, At the time of initially attempting to transfer the funds, we received an error message from our partner bank indicating the funds could not be deliveredMr [redacted] called our Customer Support team on April 28th regarding the delayed transfer and steps were taken to re-initiate the transfer using an alternate processUnfortunately, at this time, we were not aware the recipient bank account details were the cause of the delayMr [redacted] contacted us again on May 11th to inform us that his recipient had not yet received the funds in questionSteps were then taken to contact our partner bank to determine the reason for the delay and it was discovered that the bank account details provided were invalidMr [redacted] was able to provide us with the accurate banking details and the transaction was reinitiatedAs a result of the updated information the transaction was immediately processed and the funds were successfully deposited at 10:PM PDTA confirmation notice was sent at that time to notify the customer of the successful deliveryPlease see the attached copy of the delivery notification sent via email on May 11, I hope this response helps to address any outstanding questions or concernsPlease let us know if any additional information is required in order to consider this matter resolvedThank you

Complaint: [redacted] I am rejecting this response because: My billing address has been the same as the source of payment During the course of my interaction with the customer care they did not even tell there is some issue with the billing addressNow at this point I am not sure what " other contributing factors" might have cause the transaction to get suspended neither I have been told one Sincerely, [redacted]

Greetings from RemitlyWe are writing in response to the Revdex.com (Revdex.com) complaint # [redacted] which we received on February 4, The notification we received was in regards to a transaction with Reference Number [redacted] for $2,(USD) that had missed its expected delivery dateUpon review of our customer’s account we have confirmed their transaction submitted on January 31, was subject to a delay caused by an unforeseen technical issue with our partner bankSpecifically, upon attempting to deliver the funds to the intended recipient’s bank account, we were notified by the partner bank, HDFC, that the funds attempting to be deposited were using an invalid Indian Financial System Code (IFSC)The IFSC is an alphanumeric code that facilitates electronic funds transfer in IndiaA code uniquely identifies each bank branch participating in the two main Payment and settlement systems in India, similar to the U.Sbanking system’s routing number process.We have since been in contact with the partner bank and were able to successfully deliver the funds to the recipientUnfortunately, this process took much longer than expected to complete and, ultimately, resulted in missing the delivery date provided to our customer at the time the transaction was created.In addition to the automated notifications sent, we also reached out to him via phone to ensure the funds were successfully delivered and to personally apologize for the length of time it took us to resolve the matter and for any frustration incurred The email response we received on February 7th informed us that he was able to verify the funds were successfully delivered and he was satisfied with the outcome at that time.While these instances are rare, please know, we do take these situations seriously and understand the impact they have on our customer’s experienceWe will be following up internally with our banking partners to limit the possibility of this reoccurring in the future Again, we truly appreciate the opportunity to explain the circumstances surrounding this complaintOur company always looks for ways to improve its service and feedback such as this is therefore invaluablePlease feel free to contact us again if we can be of any further assistance

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed the customer’s account and confirmed their transaction submitted on September 23, was subject to a delay caused by an unforeseen technical issue with our partner bankThis error caused a delay in processing and, ultimately, resulted in missing the delivery date provided to [redacted] at the time her order was submitted We were in contact with [redacted] on numerous occasions while attempting to cancel the transaction, as requestedUnfortunately, the cancelation process took much longer than expected to complete due to the same aforementioned technical issue residing with the partner bankWe are very sorry for any inconvenience this matter may have caused and truly understand the impact a delay of this kind can have As of today, November 3rd, we have confirmed her transaction has been successfully voided and the funds should have been fully reimbursed to the debit card used when initiating the transaction While these instances are rare, please know, we do take these situations seriously and understand the impact they have on our customer’s experienceWe will be following up internally with our banking partners to limit the possibility of this reoccurring in the future As a token of goodwill, and as a form of apology, we have applied a $credit to [redacted] ***’s account which can be used towards any future transactionWe have already applied this credit should she decide to transact further, it will be immediately available We have also attempted to contact her via phone today to apologize personally but was only able to reach her voicemailA follexplanation and apology letter have been sent via email, as wellAgain, thank you for bringing this issue to our attentionPlease let us know if any further action or information is required in order to consider this matter resolved

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed Mr***’s account and associated transactions and confirmed they had been returned by the receiving bank due to a name discrepancy on the receiving accountUpon further review of his contact history, it appears he contacted us on March 3rd to inform us of the situation and to request the funds be returned to the checking account used to fund the transactions.At this time we informed Mr [redacted] that we would need to escalate the situation to a member of our team that has been properly trained to take remedial action with the partnering bank, ICICI Bank, and to take appropriate steps to ensure the rejected funds would be successfully returned to his bank accountAs explained at the time of his call, unfortunately, situations such as his require us to contact the banking partner via email which can lead to a longer than desired resolution timeWe explained we expected to be able to provide an update within 24-hours of contacting ICICI Bank He called us back on March 4th, after this complaint was submitted, to inquire about an update, at which time we were able to verify the funds in question had been successfully returned by ICICIAt that time we canceled the transaction which allowed us to initiate a full refund of the fundsWe expect the funds to be returned to his bank account within 7-days of the cancelations being completed.Per his request, an email confirmation was also sent as a follow up to his phone call and he expressed the resolution was satisfactory at that time Again, thank you for bringing this issue to our attentionPlease let us know if any further action or information is required in order to consider this matter resolved

Greetings from RemitlyWe are writing in response to the complaint you filed with the Revdex.com (Revdex.com) which we received on November 17, The notification we received was in regards to a transaction with Reference Number [redacted] for $(USD) and the associated $ first-time customer promotional gift certificate you had expected to receive upon completing your first transactionThank you for bringing this recent experience to our attention and for alerting us of the disappointment our customer encountered when attempting to utilize one of our recent promotionsWe appreciate the opportunity to respond and to explain the circumstances surrounding your account.We have taken steps to review the account, and our logs, as an effort to determine what may have occurred when our customer attempted to place their qualifying order What we discovered was their transaction submitted on November 15, did qualify for the $gift card promotion; however, at the time of placing their order our system detected a previously opened account under their name and other personal detailsAs only new customers are eligible for the promotion in question, the gift card was not automatically applied to their new account as expectedDuring a phone conversation with our Customer Service team on November 18th we discovered a transaction had never been initiated via the original accountIn light of this information, a $gift certificate was manually applied to their account and the duplicate account was closed, as requestedOur customer expressed their satisfaction with the proposed solution and the gift card provided has since been usedWhile these instances are rare, please know, we do take these situations seriously and understand the impact they have on our customer experiencesWe will be following up internally to limit the possibility of this reoccurring in the future This recent experience does not meet the level of service our company strives to provide so as an incentive to try our service again, we have also offered our customer an account credit which can be used towards their next transactionAgain, we truly appreciate the time you have taken to address this matter with usOur company always looks for ways to improve its service and feedback such as yours is therefore invaluablePlease feel free to contact us again if we can be of any further assistance

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed Ms***- [redacted] 's account and associated transaction and confirmed her transaction submitted on March 13, was subject to a delay caused by an unforeseen technical issue with our partner bankThis error caused a delay in processing and, ultimately, resulted in us missing the delivery date provided to the customer at the time their order was submitted.The technical issue surrounding his transaction was resolved on March 22nd and we have since confirmed her requested cancelation has been successfully completed and her funds should be returned to her bank account soon, if not alreadyAt this time our Customer Service team spoke with Ms***- [redacted] to update her on the status of the transaction and her pending refundShe indicated he was satisfied with the resolution at that timeRecently, we have also sent an email to the customer to apologize for the unexpected delay and offered an account credit which can be used towards her next transactionIt is our hopes that she will accept this as a form of an apology and a gesture of goodwill on our part Again, thank you for bringing this issue to our attentionPlease let us know if any further action or information is required in order to consider this matter resolved

Complaint: [redacted] I am rejecting this response because: Please see attachments Thank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I believe that even with that being the case you should not be misleading in your advertising by sending out emails to customers who are ineligible for the ad you are sending themThen leading them all the way through a transaction without notifying the customer that they were buying a service with intentions of getting a reward from said advertising they recieved from you to only find out after the money was transferred and picked up that you were not giving the reward for said reasons spoken of by youSincerely, [redacted]

Greetings from Remitly
Thank you for bringing this customer’s concern to our attentionUpon review of the complaint, it appears this customer was disappointed to learn the transaction would incur a fee when attempting to send money to the Philippines in U.SdollarsTheir expressed desired
resolution is to 1) have the competitor fee comparison chart, located on our homepage, updated to accurately reflect our fees and 2) to provide customers with an easily located link of our rates and fees. We appreciate the opportunity to address this and to provide additional insight into the matter
As stated on our website, customers are able to send Peso based transactions using their bank accounts for free when using our serviceOur business model does apply a fee when submitting transactions via U.Sdollars. The amount of the fee varies based on the amount being sent and the speed of delivery selected at the time the transaction is created. The message indicates they did not expect to incur a fee for this service after reviewing the competitor fee comparison chart displayed on our homepage
The chart in question is presented in order to provide a comparison of Remitly’s most economical service’s fee with our competitor’s equivalent serviceWhile it is not feasible for the chart to include all of the possible fee scenarios, it does clearly state the fees shown are based on “Sending $in PHP via Cash Pickup.”
We make every effort to make our fees completely transparentIn order to provide a comprehensive list of all of our associated fees, out homepage includes an easily accessible link titled “Rates and Fees.” Additionally, the fees incurred for every transaction are calculated and clearly displayed on each relevant page when creating a transaction
Please click on the following link and select the “View Dollar-to-Dollar Fees” option to review the fees applicable to the desired remittancehttps://www.remitly.com/us/en/philippines/pricing
Based on our review of the customer’s message and the website details described above, we feel the customer’s requested resolution is already in effectPlease let us know if any further information or action is required on our part in order to resolve this matter

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed Mr***'s account and associated transaction and have confirmed his transactions submitted on May and 2, were subject to a delay caused by an unforeseen technical issue with our partner
bankThis error caused a delay in processing and, ultimately, resulted in us missing the delivery date provided to the customer at the time their order was submitted.We are reviewing the transactions further with our partner bank to help limit the possibility of this occurring in the futureIn the meantime, we have confirmed the transactions in question were completed, albeit approximately hours later than originally estimated.Recently, we have also sent an email to the customer to apologize for the unexpected delay and offered a $account credit which can be used towards his next transactionIt is our hopes that he will accept this as a gesture of goodwill on our part and as a form of an apology
Again, thank you for bringing this issue to our attentionPlease let us know if any further action or information is required in order to consider this matter resolved

Complaint: ***
I am rejecting this response because:This really does not explain anything at allIt should be up to me and what I do with my moneyI am not an it and I am very much aware of what I am doingThey keep saying that I did something against there policyIf they are going to say that I admitted that I never met someone I sent money to and therefore did something against their policyI also told them I would not send any money to anybody except my girlfriend whom I positively have metI told them that they can stop me from sending money to all othersSo if they are going by my words for one they should go by my words for the other.It is not up to any financial institute on what I spend my money on.
Sincerely,
*** ***