Remitly

Complaint: [redacted]I am rejecting this response because:  Reasoning from Remitly was addressing customer's oversight or disappointment with fees.  To the contrary, website is camouflaged where customers have to really search for the true fees.  By customer visiting website they assume the fees are the best rates compared to companies elsewhere and the customer thinks/believes he/she is getting a good deal/fee for transmitting monies internationally.  
True comparison says differently.  [redacted].com fees to send USD are only $3 for bank-to-bank transfer and $4 for debit card transfer and sent $1,400. Remitly charges $8.99.   I sent two transfers and still fees were less than Remitly's one transfer. Do the math.  Want to see Revdex.com post my response to company website if they are members for other customers to review.
Sincerely,[redacted]

Greetings from Remitly.Thank you for bringing this matter to our attention. We have reviewed Mr. [redacted] account and associated transaction and confirmed his transaction submitted on June 11, 2015 was subject to a delay caused by anunforeseen 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 June 12th and we confirmed the money had been successfully transferred. At this time our Customer Service team phoned Mr. [redacted] inform him ofthe successful completion of his transaction. Mr. [redacted] 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 a $10.00 account credit which can be used towards his next transaction. It is our hopes that he will acceptthis as a gesture of goodwill on our part and as a form of an apology. A copy of the email sent to Mr. [redacted] on June 19, 2015 has been attached to this form for reference. 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.Thank you.

Greetings from Remitly.Thank you for bringing this matter to our attention. We have reviewed Mr. [redacted]’s account and associated transactions and confirmed they had been returned by the receiving bank due to a name discrepancy on the receiving account. Upon 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 account. As 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 time. We explained we expected to be able to provide an update within 24-48 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 ICICI. At that time we canceled the transaction which allowed us to initiate a full refund of the funds. We expect the funds to be returned to his bank account within 7-10 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 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 bringing this matter to our attention. We have reviewed the customer’s account and confirmed their transaction submitted on September 23, 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 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 requested. Unfortunately, the cancelation process took much longer than expected to complete due to the same aforementioned technical issue residing with the partner bank. We 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 experience. We 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 $40.00 credit to [redacted]’s account which can be used towards any future transaction. We 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 voicemail. A follow-up explanation and apology letter have been sent via email, as well. 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 appreciate our customer’s past use of our money transfer service; however, upon review of the account in question we found they are not currently...

eligible for the service. Upon speaking with our customer on July 10, 2017 we learned he is currently located outside of the United States and he was unable to provide us with a specific expected return date.  In order for Remitly to continue offering its customers a reliable and affordable way to send money, we have to make sure our customers are using our service within the terms of our User Agreement. Unfortunately, as we are only authorized to do business in the United States, we will be unable to process his transfers that are initiated from outside the U.S.  Per our Section 2.5 of our User Agreement: “Remitly, Inc. is not licensed to provide the Service outside of the United States of America. As a result, the Service may not be available for use in countries other than the United States.” We apologize for any inconvenience this may cause and understand any disappointment encountered. He is welcome to continue utilizing our service upon his return to our licensed area within the United States. 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.

While My transaction was being delayed I had a discussion with the Supervisor, as noted in the original response. I had been promised $150 for the compensation of this delay. This 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 year. The 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 did. Later 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 seen. I had sent in the beginning around 30 emails, and they did not respond even once. Every 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 excuses. If 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 Remitly. We are writing in response to the complaint you filed with the Revdex.com (Revdex.com) which we received on November 17, 2016. The notification we received was in regards to a transaction with Reference Number [redacted] for $100.00 (USD) and the associated $30...

first-time customer promotional gift certificate you had expected to receive upon completing your first transaction. Thank 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 promotions. We 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, 2016 did qualify for the $30 gift card promotion; however, at the time of placing their order our system detected a previously opened account under their name and other personal details. As only new customers are eligible for the promotion in question, the gift card was not automatically applied to their new account as expected. During a phone conversation with our Customer Service team on November 18th we discovered a transaction had never been initiated via the original account. In light of this information, a $30 gift certificate was manually applied to their account and the duplicate account was closed, as requested. Our customer expressed their satisfaction with the proposed solution and the gift card provided has since been used. While these instances are rare, please know, we do take these situations seriously and understand the impact they have on our customer experiences. We 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 transaction. Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is therefore invaluable. Please feel free to contact us again if we can be of any further assistance.

Thank you for following-up with us regarding this matter. We have reviewed Mr. [redacted]’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 Agreement. This, 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 service. For the above reasons we are regrettably unable to provide Mr. [redacted] with further service. Thank you for your understanding.

Greetings from Remitly. We are writing in response to a complaint filed with the Revdex.com (Revdex.com) which we received on March 15, 2018. The notification we received was in regards to a transaction placed on December 18, 2017 and the associated first-time customer promotional rate our...

customer expected to receive upon completing their transaction.    Thank you for bringing your recent experience to our attention and for alerting us of the disappointment encountered when attempting to utilize one of our recent promotions. We have taken steps to review the account, and our logs, as an effort to determine what may have occurred at the time of placing the order.  What we discovered was the transaction submitted did qualify for the exchange rate as this rate as only new customers are eligible for the promotion in question. The account in question was opened on August 11, 2017 at which time a transaction was created in the amount of $800, which is why the new customer was not applied to the later placed transaction in question.   As the initial transaction had been canceled before completion, in an attempt to avoid further customer disappointment, we made an exception to our policy and provided an account credit for the amount the customer had expected to receive on their second transaction. This credit was later applied to her account and applied to her subsequent transaction created on February 27, 2018.   Unfortunately, the transaction was subject to further review as it was initiated from outside of the United States. As a licensed money transmitter, we are only authorized to do business in areas in which we are licensed. We are currently authorized to do business in all 51 U.S. States (including D.C.).   Upon speaking with our customer, we learned she was currently residing in the [redacted] and was not able to provide us with an expected return date. Regrettably, as a result, the transaction was required to be canceled.   At this time, the account credit of $23.70 remains available on the account. Our customer is welcome to use the credit towards a future transaction initiated within the United States.   We truly appreciate the opportunity to explain this situation and hope this response provides some clarity. 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.

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 November 28, 2017 was delayed due to an unforeseen transaction...

review initiated by our partner bank. They partner bank submitted a request for a bank statement in order to verify the source of the money being sent. Unfortunately 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, 2017 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 unavoidable. Although 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 account. This 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 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.

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 them. Then 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 you. Sincerely,[redacted]

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

Thank you for your response. As mentioned in our initial response, due 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 suspended. The account in question was closed due to security concerns surrounding the validity of the transactions created. We will not be able to provide additional insight into the reason behind the account closure. Thank you for your understanding.

Thank you for bringing your recent experience to our attention and for giving us an opportunity to provide an explanation. First, we’d like to apologize for any inconvenience you may have experience with your first transaction while using our services. Upon 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 transaction. When 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 details. Upon correcting the recipient’s banking information on May 11, 2017, 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. Our company always looks for ways to improve its service and feedback such as yours is therefore invaluable. We truly appreciate the time you have taken to address this matter with us. 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]