Remitly

Greetings from RemitlyThe purpose of this letter is to respond to a complaint filed surrounding an unauthorized money transfer of $from the U.Sto the Philippines. Thank you for bringing your recent experience to our attentionWe assure you that your message has been
received and we appreciate the opportunity to respond. We have reviewed your account and found the transaction submitted on August 16, does appear to have been initiated using our customer’s username and password without their permissionThe concerns surrounding the unauthorized activity are understandableWe have a robust and industry leading risk detection system that helps safeguard our customers’ personal information and account detailsSituation such as this are typically the result of one’s email address and password combination being compromised through an outside source or malicious software unknowingly installed on their home computer We have spoken with our customer and have ensured them the transaction has been fully refunded and additional steps have been taken to protect their account from future misuseThe refund should be completed soon, if not alreadyThis resolution was agreeable with our customer at the end of our last conversation on August 22, Again, we appreciate the time they have taken to address this matter with usOur company always looks for ways to improve its service and feedback such as this is therefore invaluableThank you

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed Mr*** *** account and associated transaction and confirmed his transaction submitted on March 20, was successfully processed on March 23, at 8:52AM Pacific Standard Time
As discussed with him on the phone, at the time he initially contacted us with his concerns, although his transaction was successfully completed, we suspect the funds were not appearing as available via his online banking account accessOnline bank account updates vary by institution and it is not uncommon for them to be delayed for a considerable amount of time
In order to rule out any technical or user errors created at the time of placing the order, steps were taken to confirm the bank account number entered at the time of placing the order matched the intended accountWe also requested a proof of deposit from the receiving bank, BPI, to verify the funds were successfully deposited to the correct recipientA proof of deposit was received which also verified the funds were deposited into the correct account within the appropriate timeframe
We have made further attempted to contact Mr*** *** via phone to confirm he has since received the funds but have not been able to reach him directlyWe do want to ensure his issue has been completely resolved to his satisfaction so a follemail has been sent asking him to contact us if for any reason he feels the matter has not been properly resolved
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 RemitlyThank you for contacting us regarding this matterWe appreciate the opportunity to respond to this customer’s concern We have reviewed the account in question and can confirm that the transaction submitted on June 20, was subject to an additional risk review
which ultimately resulted in the account being suspended by our Customer Protection TeamDue to the proprietary nature of our risk detection process, we’re unable to discuss any specific steps taken during the course of a security review or the exact reason an account may have been suspendedIn your case, unfortunately, we were unable to verify the billing details provided for your source of paymentThis, in addition to other contributing factors, ultimately resulted in the decision to decline your transaction As previously mentioned, the transaction was cancelled and the account has since been closedWhile we understand the disappointment this may cause, regrettably, we will not be able to reactivate the accountThese steps are taken in order to maintain a safe and trusted environment for our customers. Thank you for taking the time to address this matter with us and we hope this message has helped to address the concerns raisedPlease 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- Thank you for contacting Remitly

Greetings from Remitly Thank you for bringing this matter to our attentionAfter a recent review of Mr***'s account activity we felt it best to suspend his account access out of concern for his financial wellbeing Upon reviewing his recent transactions, we found he was sending
money to individuals we have formerly identified as participating in activities that violate our User AgreementWe encourage all of our customers to send money responsibly and, in almost all cases, to send only to people they have met in person We regret having to take this action and we realize that Mr*** was not happy with itWe have, however, asked him to understand our need to maintain a safe and trusted environment for our customers Mr*** has been informed that we will not be able to consider the reinstatement of his accountAgain, thank you for bringing this issue to our attention and please let us know if you require anything any further in order to consider this matter resolved

Complaint: ***
I am rejecting this response because: I have not received any message or email stating that funds has not been deposited in the accountWhen my parents went to the bank and tried to take the money out, I came to know that it's not delivered yetAfter that I called Remitly againThere was no action taken by Remitly, if they can provide me with the proof that they have sent me a notification after the second attempt when I provided the account information over the phone to customer service rep on the same day I sent money to my parents account, I will take my complaint back
Sincerely,
*** ***

Greetings from Remitly.Thank you for bringing this matter to our attentionWe have reviewed Mr*** account and associated transaction and confirmed his transaction submitted on April 1, may have been subject to a delay with our partner bankThe transaction was reported to
have been immediately completed and successfully delivered to the intended recipient bank accountWe have reached out to the partnering bank to acquire proof of the deposit; however, they have not sent a response in a timely manner
In order to avoid further inconvenience to Mr***, we have proactively refunded the transaction, including all fees incurred, until the matter can be properly resolvedWe will follow up with him directly regarding repayment of the transaction once the funds have been located and adequate proof of delivery has been obtained from the partner bankWe 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

Greetings from Remitly
We reached out to Ms*** via phone today to discuss the status of her recent transactionDuring the call she informed us that the matter has since resolved itself and that the funds were successfully transferred to the recipient’s bank account as expectedIt does
appear there was an unexpected delay on the end of the receiving bank account which we will be reviewing in order to avoid future experiences of this kindWe have refunded the express fees incurred for this transaction in order to appropriately accommodate for the delay
Ms*** indicated she was satisfied with the resolution during our call and mentioned she would be withdrawing the complaint previously filedThank you for bringing this matter to our attention and for the opportunity to address her concernPlease let us know if any further action or information is required in order to consider this matter resolved

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 me. Sincerely, [redacted]

Greetings from Remitly.Thank you for bringing this matter to our attention. We have reviewed Ms. [redacted]-[redacted]'s account and associated transaction and confirmed her transaction submitted on March 13, 2016 was subject to a delay caused by an unforeseen technical issue with our partner...

bank. This 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 already. At this time our Customer Service team spoke with Ms. [redacted]-[redacted] to update her on the status of the transaction and her pending refund. She indicated he was satisfied with the resolution at that time. Recently, 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 transaction. It 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 attention. Please 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: 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 address. Now 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]

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 me.
Sincerely,
[redacted]

Greetings from Remitly.Thank you for bringing this matter to our attention. We have reviewed the customer’s account and confirmed their transaction submitted on May 18, 2016 was subject to a delay with our partner bank. It appears the delay was caused by an unforeseen issue surrounding the...

beneficiary account holder name provided at the time of creating the transaction.
 
Unfortunately, as explained to Mrs. [redacted] during our recent phone conversations, the partner bank was not able to accept the name provided which caused a delay in processing and, ultimately, resulted in missing the delivery date provided to her at the time the order was submitted. Regrettably, the length of time between updating the account holder name and ultimately completing the transaction took longer than expected.
 
We spoke with her on June 3rd and were able to verify the name was appropriately updated and her funds were successfully delivered to the intended account on the same date. While these instances are rare, please know, we do take these situations seriously and understand the impact they have on our customer’s experience. We will be following up internally and with our banking partners to ensure future instances of this kind can be resolved in a more timely fashion. 
 
Mrs. [redacted] also requested compensation for the fees she incurred through her financial institution as a result of the delay. While Remitly cannot be responsible for fees imposed by outside parties, we have informed her that we will be willing to discuss an appropriate compensation for any fines directly generated by the delay. We have asked her to provide us with a statement from her financial institution displaying the fees incurred so we can determine what form of compensation may be appropriate. We have not received the document as of this date but will follow up with her directly immediately upon its receipt.
Again, thank you for bringing this issue to our attention. Please let us know if any further action or information is required in order to consider this matter resolved.

Greetings from Remitly. We 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 account. Thank 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, 2017. 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 orders. As instructed by our customer at the time of initiating the transactions, on December 4th and 8th we successfully delivered the two amounts of $500.00 and $1,000.00 to the bank account provided. Unfortunately, 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 transactions. The amounts of $500.00 and $1,000.00 should appear as a credit on their next banking statement. We 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 experience. We will be following up internally to limit the possibility of this reoccurring in the future.    Again, we truly appreciate the opportunity to address this matter. Our company always looks for ways to improve its service and feedback such as this is therefore invaluable. Please feel free to contact us again if we can be of any further assistance. Customer Service can be reached 24 hours a day, seven days a week at (888) 736-4859.

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 me. Sincerely, [redacted]

Greetings from Remitly.Thank you for bringing this matter to our attention. We have reviewed the customer’s account and confirmed their transaction submitted on August 18, 2016 was not eligible for the new customer promotion in question.
 
Upon review of their account, we found Mr....

[redacted] was not eligible to receive the gift card as the promotion is intended for new customers only and is limited to one per household, as mentioned on the website at the time of attempting to claim the gift card.
 
Our records indicate he was previously able to take advantage of the new customer promotion upon creation of his first account and transaction in January 2016. Per our policy, users may only permitted to maintain one account. In line with this, the duplicate account created on August 18, 2016 was not eligible for the promotion. As mentioned in the terms and conditions of the promotion “The Promotion is not valid with any other offer, is intended for new customers only, and is limited to one per household.” The complete terms and conditions can be reviewed by following the below link:
https://www.remitly.com/us/en/mexico/mexico-40-gift-tnc
 
The above explanation was sent to Mr. [redacted] via email at the time of removing the promotion. 
Again, thank you for bringing this issue to our attention. Please let us know if any further action or information is required in order to consider this matter resolved.

Greetings from Remitly. Thank you for contacting us regarding this matter. We appreciate the opportunity to respond to this customer’s concern. We have reviewed the account history and can confirm that the transaction submitted on July 20, 2017 was delayed due to an unforeseen technical issue...

encountered during processing by our partner bank. Unfortunately this delay 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 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 cancelation. We make every effort to ensure our transactions are delivered by the original promised delivery date, however the occasional unexpected delay is unfortunately unavoidable. Although 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 concern. Our company always looks for ways to improve its service and feedback such as this is therefore invaluable. Our customer is welcome to contact us again if we can be of any further assistance. Customer Service can be reached 24 hours a day, seven days a week at (888) 736-4859.

Thank you for following up with us regarding this matter. We appreciate the opportunity to provide additional insight into the events surrounding your recent money transfer. As 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, 2017. 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 delivered. Mr. [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 process. Unfortunately, at this time, we were not aware the recipient bank account details were the cause of the delay. Mr. [redacted] contacted us again on May 11th to inform us that his recipient had not yet received the funds in question. Steps 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 invalid. Mr. [redacted] was able to provide us with the accurate banking details and the transaction was reinitiated. As a result of the updated information the transaction was immediately processed and the funds were successfully deposited at 10:47 PM PDT. A confirmation notice was sent at that time to notify the customer of the successful delivery. Please see the attached copy of the delivery notification sent via email on May 11, 2017. I hope this response helps to address any outstanding questions or concerns. Please let us know if any additional information is required in order to consider this matter resolved. Thank you.

Greetings from Remitly. We are writing in response to the Revdex.com (Revdex.com) complaint # [redacted] which we received on February 4, 2017. The notification we received was in regards to a transaction with Reference Number [redacted] for $2,043.00 (USD) that had missed its expected delivery...

date. Upon review of our customer’s account we have confirmed their transaction submitted on January 31, 2017 was subject to a delay caused by an unforeseen technical issue with our partner bank. Specifically, 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 India. A code uniquely identifies each bank branch participating in the two main Payment and settlement systems in India, similar to the U.S. banking 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 recipient. Unfortunately, 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 experience. We 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 complaint. Our company always looks for ways to improve its service and feedback such as this is therefore invaluable. Please feel free to contact us again if we can be of any further assistance.

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 me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not as satisfactory but there is not other option. Thank you very much for taking my case serious. Really appreciate your help on this matter. Sincerely, [redacted]