Remitly
Reviews and Complaints

so I sent money to my relative in Pakistan the second time and after I did a transaction, they put the money on hold and kept asking questions. I answered everything and even sent my bank statement. I paid for express shipping, I don’t understand why it’s taking so long for u guys to process my money. I used Xoom before and never had a problem like this there and the only reason I used this app because of their rate but now, they r not even transferring my money even though it’s suppose to be express. I don’t understand why you guys can’t process this information fast. My money is still on hold. If u can’t transfer the money on time, then why bother us after that.

I chat online and they said it’s for security reason and I completely understand that. But then, why didn’t u ask ton of questions before I sent money the first time. Why are u guys asking after we are sending it the second time to the SAME EXACT PERSON. I don’t understand why r u promising to send this on a certain date and asking us to pay money for express money when u r going to hold the transaction and even after providing with the information, you guys aren’t doing anything about it. I don’t understand why the people I chat with on your website couldn’t review my bank statement and process my transaction. You guys are seriously loosing customers because of this.

Had a very very bad experience with Remitly.. Or I would say still having it.. I sent some amount to my parents in India for urgent use.. The scheduled receive date was January 24th. On the 24th it showed me that the money was received. However, it was still not credited in my parent’s account. We followed up with bank in India for next 2 days and when the money was still not received, i called Remitly and explained the situation. Since then they have been dodging the problem by saying the money has been delivered. The customer support service is so irresponsible, they keep telling you that they will call back in 24 hrs but doesn’t do that. When you call them it goes to altogether a new rep and again a wait for 24-48 hrs. I even uploaded indian bank statement to prove that the money has not been received but after 6 days of doing nothing now they are saying the statement is invalid that too when i called them to ask for an update. I am left with no option but stop using their service. They are neither resolving problem nor giving my money back in 1-2 business days so that i can send it using some other service. I am extremely disappointed and just recommend not using remitly if you need the money to be received on timely manner and need honest answers if something goes wrong. Remitly.. what bad service.. disappointing to the core!

Easy to send money, but NOT so easy to get your money deposited or back ! Had to send money to family in Brazil for medical coronavirus emergency, on may 13 Remitly sent confirmation that my transfer was completed and money was deposited in my family bank account in Brazil, today is May 20 and NO money was never deposited in my family account but the money was credited from my US account . In the last 3 days I have already chatted with 4 different people, trying to solve the issue, they say will contact the bank in Brazil and give a feedback but they never did, I sent to Remitly a bank statement to prove NO money was deposited and now I’m finally trying to cancel the transaction and get my money back and they told me first it was not possible, after contact them again they told me it will take up to 10 days for a refund. And now I need contact Remitly again to get any information on my case. In a total they will have hold my money for almost 3 weeks for nothing. It’s an medical emergency my family need my help and I can’t help them because Remitly is holding my money, so shameful! Now when I get my money back I have to send it with another money transfer so it will take longer to my family finally get it, hope it’s not too late for them. It’s a very stressful process and situation. Its was definitely my first and last time sending money with Remitly .

I had been using this app for a while and had no issues until last week when I noticed that one of my credit cards was charged twice through Remitly. I called Capital One as they notified me about this possible fraud, I did not recognize the charges as I never set up my card with my Remitly account. So I continued using my Remitly account and made a couple of more transactions but to my surprise next time my account was locked out, I called customer service and the first woman put me on hold for more than 20 minutes, she was unprofessional and rude, never came back so I hang up and called again. The second woman tried to explain to me the problem, I told her that I didn’t send that money but she would say I am sorry, I am sorry, and in the end told me if I wanted to use my account I had to pay the $100 that was taken by scammers through theft identity or any other way. The supervisor called me as I requested to speak to a manager, and he assured me my relative got the money based off his computer screen, which I found very disrespectful and unprofessional as I explained the facts to him but continue saying that the money was collected by my relative. They cancelled or suspended my account, and so far I don’t think I will get a good resolution but it seems to me that I’m not the first one when I read other customers complaining about scams/frauds. I hope a legal action can be taken against them as the way they treated me was like I was in fact the one committing fraud.

When I first used this app last year my transfer was sent in minutes overseas to the recipient which was great. However, when I tried to use it last month I was given a “scheduled deposit date” that was 5 days after I sent the money. The date came & went and the funds were still processing. When I called the customer service number no one was able to clarify what the issue was, how long it would take to get resolved, or when the recipient would actually receive the money. I also was never updated about anything regarding the transaction via email until I called. After 10 BUSINESS DAYS (almost 2 wks) of the transaction processing with no movement, I called again to cancel the transaction. I was then told that there was no guarantee that I would get my money back because it had “already been sent to the partner bank” but that I should wait another 10 BUSINESS DAYS to be refunded. After 2wks of waiting, and NO REFUND. I called again, the rep that I spoke with assured me that the money was sent back to my account the week prior & that I should contact my bank. After having to escalate the situation to a higher up, because I knew that I was being lied to, I was then told that they never processed the refund in their system and that I would have to wait another 10 BUSINESS DAYS. After being egregiously lied to by Remitly’s customer service reps their only remedy was a $10 discount to send money again through their app. Which is disgustingly disrespectful to think that I would ever use their services again after this month long + ordeal.

Worst service among the money transfer app and customer service.

Their verification methods are useless to be deployed for verification. They cannot trust their own verification method. To get verified, First I need to verify using phone SMS authentication. Once I sent my first payment, I need to verify the debit card payment code charges showing up in my bank account. I need to login to my back account to verify that info. After doing these two verifications. they still think my account has suspicious activity (I am trying to send payment of $45). Do they really think it’s that easy to hack into a major bank website to get the payment code for verification?

I call them up regarding the message popping up in my account about suspicious activity. Their customer service is useless. They do not know what’s going on except there is suspicious activity, and will not work with u. Then they change the story that I’m a business account, and they do not allow that. I am individual, and if I am a business I wonder what kind of business transaction would be for $45. What a business transaction would cost me $45? It’s just enough for a family meal! They don’t have any idea how much it would cost in real world to be considered as business transaction. P/s I am paying for a service for someone to help me on shipping.

So They cancel my account without me knowing what is the reason it is being cancelled. Is it suspicious or business? There is no good reason. My account is cancelled, and they are retaining my bank account in their system. I have big concern of them retaining my bank account and privacy info that I can no longer access.

I used Remitly for many transactions, same one different times months ect. Never had an issue, I just followed the app steps and it was done. Until one day my transaction gets cancel right at the end. My account gets lock for “suspicious activity”. I called in and they told me my account is locked for suspicious activity and cannot be unlock. Pretty much they gave me the boot. I asked why and I was told to read the terms and conditions and I may find my answer. Why can’t you just tell me what happens? I just followed the app and made the transaction. Anyways I’m looking elsewhere with better customer service.

***
After a few days Remitly contact me regarding my review and after further investigation it looks like there’s nothing they can do because you get flag from the US government. At the end of the day Remitly does not know why this happened to me or why is happening to many customers. But I have a theory, I believe that there’s many Banks in my case in Mexico and Bancopel that want to people in Mexico to open bank accounts and let as few people pick up cash without a bank account. You see in Mexico they charge you to have a bank account and they add services like “life insurance” and others and charge you each month until you they clean you dry out of the little money you have.

So Remitly does not ask much information to senders, just a few simple questions and you can send money for cash pick up. The banks in Mexico then flags it as a suspicious activity which with collaboration with the US they flag your account and then Remitly has to close your account.
I believe if Remitly gets more information about the sender, like picture of your ID, you taking a pic of your face to match your ID, they can proof it is you and make it harder for banks to flag it.

Anyways I’m happy that Remitly took the time to call me and tried to unflag my account but sadly they were not able too. Like I said it’s not only me it’s happing to many customers.

I have been a customer for several months now. The App is user friendly and smooth. However, Remitly has started delaying my transactions. Each time i send a transfer to a loved one, I get an automated message stating that “our partner is taking a look into your transaction… which means more information is required to complete it.” It’s unclear why this has started happening but whatever the cause, I find it quite annoying.

The last time I spoke to a customer rep, they asked that I provide a copy of the ID card of my cousin and tell them when I last saw him. Only after that my cousin was finally able to collect the funds. I didn’t mind doing this because it was a large amount.

But the same issue is happening even when I send a small amount. For instance, I just sent less than $150 to another loved one, and the same message is coming up. Remitly says I must provide a copy of their ID card for the transaction to go through. Here is what I don’t understand. The recipient will never be able to collect their funds if they don’t have a government issued ID card or passport. So why must I show their ID when I’m the sender?

Does Remitly expect me to send them a copy of the ID card of each person I send money to? Are they excepting me to call them and go though this process for each transaction? How is this going to prevent fraud? Also, Remitly says the verification is being required by their partner. This isn’t quite true. I spoke to a rep in a foreign country who emphatically said that all his office requires is for the recipients to show an ID when they come to collect their funds. But they’re not asking the sender to show an ID of the recipient.

So, I don’t get it and I’m clearly not willing to continue with this extra layer of bureaucracy. It’s not business friendly and it’s certainly not going to prevent any fraud. I’ll update this review if things change. Until then, my rating stands at three stars. I could go lower if this issue isn’t resolved.

They get the job done. Which is to be expected. It looks like they charge a flat fee. I sent out a larger amount and the fee stayed the same. Which it should be as it doesn't cost them more money.
July 7

08/9: Today they wanted more information. I was told that the person I'm sending the money to has a common name. If the bank on the receiving recognizes the name as belonging to a particular account number why is Remitly now requiring more information? But from another email they sent. They said the bank doesn't recognize the name. I'm using another app and if the transfer goes through I will drop Remitly and knock them down to one star. I will take them down to two stars for now. There are lots of common names in any country. It has been the same account I've been sending the money to. I wonder if they're using this method to get potential marketing information.
The other app I used has completed the transfer. One email from Remitly said that the bank on the receiving end didn't recognize the person and they (Remitly) need more information from my friend. This is after several months of using their service. The other app didn't receive a request for more information from the receiving bank. So right now it looks like Remitly is lying about the bank on the receiving end wanting more information. Remitly may work for a while but they have changed and became difficult to work with.
It was okay while it lasted.
09/02: I thought I would give them a try again. But the transaction was held up. They want photo copies of information from the person receiving it. It's going to Mexico BTW. It would take too long to do all that. I was told this time that the person receiving it is on a list of people who can't be sent money. Don't if that's true. I sent the money using another app and everything worked out. I wonder if it's a real list or someone's interpretation of guidelines. I will use the other app. Maybe at some future I might send Remitly's requested information but for now I will use the other app. It all works for me.

I recently send money to Mexico, first time using this app I normally use Xoom, but I want it to try it because the rate of exchange was a little better.
I send money 12/3 an amount of $1000 = $20,375 pesos. My beneficiary when to the place on 12/4 where she was gonna cash in Chedraui & she basically had a problem the card got declined and try it again and she was able to pull out 6,000 pesos but the recipe had a remaining of 8,375 pesos. She call me right away because I got a notification from the app that said, she had cash in all the money when it was false. The money gets the posit at whatever store they transfer the money 2 in this case Chedraui and after that there not responsible for nothing else, that’s what I’ve been told the 3 times that I’ve been on the phone with customer service, my beneficiary when back to check if the money appear should of been a sum of 14,375 pesos, but the money remaining was still 8,375 she pull out this money on 12/05 and I’ve been talking to customer service on Remitly and they can’t help don’t want to be responsible for the lost money.
When I send money thru Xoom I get a notification when the money gets pull out from Chedraui not when it’s gets deposit at Chedraui which in this case that’s what happen I think they should confirm the full transaction once the money it’s received on hand to the beneficiary not when it gets to the store other wise they do whatever they want with the money and it’s pointless using an app that DOSENT SECURE YOUR MONEY
Bottom line don’t use this app, for a few pesos u could get scam I lost $300 dollars that equal to 6,000 pesos and Remidly doesn’t want to be responsible for this lost neither those Chedraui, we only have 2 transaction sing which one of them was for 6,000 pesos and the second one for 8,375
6,000 are missing have you seen them?
Xoom it’s defiantly a better choice I’ve never had an issue like this with them ever.
I won’t recommend this service to anyone so think twice before u send ur money or you 2 can be scam.
Adrian Sánchez-Gonzalez

Been a user for may be almost a year and have sent remittance may be 6-8times now. The last 3 times I have sent money to the Phil. was a “where’s my remittance” “how long will it take” “please take action now” “me chasing my own money” “call customer service 2-4 times to get things done *expedited*** kind of service. First of all I understood the last 2 times because my recipient was a passbook/savings acct holder, and LBP is not Remitly’s “partner or prefered banks”. I was told it will be MANUAL deposit that will take 2-3days. Aaahhh hello?! Why would you charge me 3.99 for expedited? Never once I asked for my fees to be waved even it took 2-3days for the transaction to go through. Now my most recent one took me 4 calls to get it done, was promised 2-3hrs each time I called. My 4th call, I already told the lady, I was informed (fr. my 2nd call) to switch mode and place of transaction for my recipient from LBP to BPI, from deposit to bank account to cash pick up, then waited for 24hrs and my money IS STILL up in the air somewhere, not made it to “BPI” because it had to be verified? My mom who’s 81yr old mother needs it ASAP! Then I was informed it’s switched to cash pickup at a designated pawnshop places. I said that is not safe for my 81 yr old mother, BUT if that’s the best, fastest way for them to receive it now, then go ahead, BUT YOU (remitly) needs to switch the recipient to someone else (not my mom anymore) so that it can be safely picked up. It was reviewed and agreed before I hang up with the lady on the other line. 2 hrs later money was ready for pickup but the 2nd recipient was not on there (still my mom was the recipient). So she (2nd recipient) went home, drag my 81yr old mother to the pawnshop to pick up cash (its not just a few thousand) Imagine yourself doing all of that, having your family go back and forth and stay calm while making 2-4 calls to speak to some. otherwise the customer service people are all nice, apologetic and all but cant deliver what it claims “expedited, 3.99 fee your money in minutes”. If its for emergency remittance? I DO NOT advice using remitly. You dont want your family hanging in Phil esp during emergencies. Now to get your dollars worth (higher exchange rate than xoom or western union), pay less remittance and not sending urgent? Yes use this. I will might try them again but NEVER for emergencies. Thank you.

If I could rate the service lower than 1 star I would. To be fair, my interactions with customer service were always pleasant. They seemed to try to help as best as they could. However, each person I spoke to gave me different information.

The problem began when I was informed by Remitly that the transaction, started on the 8th, had been completed on the 14th. I checked with the actual recipient and was told that the money was not actually in the account. A few phone calls later I was informed that more information was needed to start an investigation which would take 24-48 hours. A bank statement was sent proving that the transaction was not actually completed. I was told that it would be resolved and the money would be deposited in the recipient’s account.

I checked again on the 16th. That didn’t happen. I received another request for information. I was then told that there was a computer problem at the destination bank and that even though it originally was listed as completed, that was incorrect. The transaction was put on hold.

In the end I was told that it would take another 20 days for an investigation to resolve the issue as to why the deposit was declined. At that point I couldn’t continue. I didn’t need to know why it was declined. I need the transaction to go through. I then asked for a refund.

On the 17th I was told that it would be canceled completely and I’d receive a refund in 10 days or less. That didn’t happen and wasn’t going to happen.

The 18th, today, I was sent another email asking for information. I called to find out what was going on. I was told that they needed confirmation from me to cancel the order, even though I had asked for a refund the night before. I was then told that it would be another 10 business days maximum for the refund, in effect that would be 11 business days from my request as the cancellation wasn’t put in effect when originally requested it the day before.

I’m extremely displeased. I’m not even sure, at this point, that I’ll get a refund within 10 more business days. I’m expecting yet another request for information.

As this is not a problem that I created, I shouldn’t be asked to wait for a refund that Remitly is holding onto for no other reason than I asked for a refund... for a transaction that couldn’t be completed in less than a months time. Actually, it was a transaction that couldn’t be completed! The refund should be automatic.

5 stars for a pleasant staff... 0 stars for the service as a whole. Never again.

I was using Remitly for a while now.

I don’t usually bother writing reviews but this service has really caused so much inconvenience that the others need to be aware of. I didn’t have issues when I first started using it.

However, in the past 2 months I have experienced really horrible, if not the worst, customer service. First, I was told that I can set up a Canadian and a US account. Since I’m a resident of Canada and legally working in the US, I have banking information that can be used depending on where I choose to send the funds from. So I did both. Last month I was told that I can only keep one and should close the other. I chose to keep my US account. Probably took 10 conversations with different people to get it straightened out. One frustration to note is, when they call, they don’t seem to read the notes previously taken by the last representative. So you have to repeat yourself several times.

Today, I spoke with another representative. First she asked where I am. I said I am in Canada today. Due to the nature of my job, I travel frequently between US and Canada. Then she questioned that I sent funds from my US account. I asked if there was a concern. She said that since I’m in Canada, they’re holding the transaction and can only proceed when I’m in the states. After I probed more questions, I was able to narrow it down that the concern was 2.3 of the agreement which states that the service is only open to US residents. I asked what the definition of a resident is? I was told it is limited to permanent residents and that I should switch back to my Canadian remitly account. I am considered a resident in the US for taxation purposes. I’m not a greenholder but I’m legally working with a valid work visa and have been paying taxes in the US and Canada.

It’s very frustrating for me that these things were not looked into the first time you signed up for the service. If it was limited to permanent resident only, why was it allowed to be opened in the first place? If it was against US banking laws as they state, why did they allow me to send transactions in the past months?

In summary, my basis of not recommending this app are:
1) They told me I can keep 2 accounts then after a while, they said I can’t and that I should only keep one. I chose the US account.
2) They told me my recent US transaction will not push through because I’m not a permanent resident of the US and section 2.3 is interpreted as for permanent residents only.
3) I have explained my situation repeatedly and nobody seems to acknowledge it or pass along to the next representative.

I have no problem complying with the regulations. But I would like to transact with a service provider whose competency I can trust and be confident with.

Today I am deciding to cancel my account and not recommend this app to anyone.

Update as of 04/10 - Happy to use a different app now - Xoom.

I send money 3 months ago to the phillippine to my niece and until today she never received it and I never got it (my money) back either with all my effords to convince them on sending it back to my own account. They only spit on my face and send me on the street like a dog. I will inform all the people (already started) in the world how this compagny is working and how unprofessional and impolite they are. This compagny is a big scam. Have a nice day.

I sent over $2000 to Jamaica on November 24th and its now December 13th and I still have not receive my funds. I call Remitley every day and I get a different person every day. Each time they tell me it will be resolved within 24 to 48 hours. I ask to speak to a manager each time and there is never one available. I'm not sure who runs this company, but their business model when it comes to complaints and solving Delima like mine SUCKS! I need my money please! R65877683103.

I was using my transfer as usual and then they decided one day to suspend my account because I violated some agreement they have...how? All I've done is send money and it all works out every time I've used you for a year.

Customer service could not give me any explanation why my account is permanently suspended... I have done nothing wrong at all.. never again.

My Remitly account was recently suspended without explanation. I was told that there would be no explanation due to security concerns. I don't believe that I violated the user agreement, but am being given no opportunity to defend myself. If one of my recipients did something wrong, I could sever ties with that person to protect myself from similar victimization in the future; but I can't do that without information from Remitly. Also, people who need financial assistance are being deprived because I am now afraid to send money to anyone through any company, not knowing who I can trust. I am a long-time Remitly customer and believe I deserve better treatment.

You will be stopped using their service for no reason and won't tell you why, the customers transaction gets cancelled or suspended and there will be no notification of what the problem is.

Support employees telling you to expect a call within 48 hours but won't call at all.

The customer himself needs to inquire, in my case an account review kept going on for more than a week while an support employee guarranteed me it was cleared.

After filing a complaint on their website they called to close my account without telling the reason.

I am writing to express my deep dissatisfaction and frustration with the recent experience I had with your money transfer service. On 27 March 2023 I initiated a transfer of $334 through Remitly to support my family. Unfortunately, the money was not delivered to them, which caused significant distress and inconvenience.

Upon realizing the issue, I immediately contacted your customer support and filed a complaint on [date]. Shockingly, it took an excruciating two months for the matter to be resolved and for me to receive a partial refund of only $321. The delay in providing a resolution compounded the emotional strain and financial burden on me and my family during an already difficult time.

Regrettably, the consequences of this failed transaction extended beyond the financial aspect. The stress and anxiety caused by the missing funds and subsequent delays in refunding significantly impacted the mental well-being of myself and my family. Tragically, one of my family members, who was heavily reliant on the funds, passed away during this period, exacerbating the emotional distress and hardship we endured.

Given the circumstances, I strongly urge you to conduct a thorough investigation into the failed money transfer and subsequent mishandling of my complaint. I expect a comprehensive explanation regarding the reasons for the initial transfer failure and the excessive delay in resolving the issue. Additionally, I demand appropriate compensation for the emotional distress, mental harassment, and financial losses incurred as a direct result of Remitly's failures.

I kindly request prompt attention to this matter and a swift resolution. Failure to address these concerns adequately will leave me no choice but to explore legal remedies and escalate this complaint to relevant consumer protection agencies.

Reference number : R74563449998

Please provide me with a timeline for resolving the issue and compensating for the damages caused.

I look forward to your prompt response and a satisfactory resolution.

Yours sincerely,

Kiran

I transferred money to India on 27-28th of march 2023, but it got cancelled due to unknown reason, but it shows it has been completed and when i open it , it again shows incomplete, i called remitly so many times regarding this, they always say that we will initiate the refund and you will receive it in 8-10 business days, but i never received it. I really need compensation because on that time, there was some medical emergency in my family but they didn’t receive the amount , which caused me mental harassment. Here is the reference number of transaction - R74563449998

I have made a transaction of 2839.45 Euro on 30-June to Indian beneficiary account with transaction Ref #R52213680127.

I’ve added the Benificiary details on July 2022 and doing the transaction to same account from then.

After lot of follow ups on 3 July Remitly claimed the amount was delivered but I didn’t received money into my account.

Upon the call to customer care on 3 july , I was informed that the account No I told and the account No to which the money delivered are not matching.

They also informed me this is system breach and they will fix and transfer the money to beneficiaries account or refund the amount to me. And will get an update within 3 business days

I was continuously following up with Remitly and every time they give conflict answers.No resolution yet

I escalated this to supervisor and he’s informing that the account details and everything are fine it’s partner bank issue they need update and again need 48 hours time.

I’ve completely lost the trust now. Not sure what to do!

The money was wanted to pay back some dues and am receiving fine amounts for it. Also I lost my peace of mind and not able to concentrate on work. It’s been more than 8 days and money is not in account

I sincerely request this to be taken care and please provide my money back🙏

Your sincerely

Vishal Hosure

For the first time they asked me to send 10$ and they said there will be no fee and as soon as I click submit they took $13.99 and immediately within 2 mins I called customer care and said to cancel transaction. They said there is no options to cancel the transaction. Well money wasn’t reached or processed yet but they couldn’t cancel the transaction. I am using other services but they give 30 minutes time limit to cancel the transaction, but this MF they don’t have cancel transaction option.

This MF are charging $3.99 for sending and what ever the money u send they i will charge $3.99. I’m using xoom service for sending money to India they charge 2.99$ and also if u send above 1000$ there is no charge for that transaction.

I recommend not to use it remitly use XOOM it is cheaper and faster. For the first time they might take some time, but trust me they are good. For the second they will be process within seconds.

I do not recommend this application. I would always send money to my brother in Mexico. Keep in mind i did it for over a year. Always trusted this company. Then i started to have problems with them. They only allowed me to send a limited quantity of money. They decided to block my account. I called they said i was able to unblock it. Then they hung up on me. Some girl name Diana then tells me they suspended my account. And i was not allowed to use their service anymore. All i did was send money to my family members... This company make me feel like in doing something wrong. They asume im doing some “kind of suspicious activity” way to address a loyal costumer. I hope Remitly approves my petition of deleting all my files from their system. If you guys don’t want to provide me service never again i don’t agree to you guys having my personal information. Heads up people this is app is a no no. If i was able to put 0 starts i would.

The first experience of use is a complete fiasco of the service, causing damage to the user. I urgently needed to send money to my lonely and desperately needy mother in Russia. I send her part of my disability benefits every month because it's vital. This time, I bought into Ramitly's high grades and low taxes. For some technical reason, Sberbank could not accept my transfer and I asked the service to cancel. Simultaneously with the cancellation notification, my bank's notification came - I was glad that the money was returned so quickly and I can send it to my mom in a different way. But it turned out that the service, on the contrary, transferred to itself the same amount for the second time, which it should return, thereby leaving both my mother and me without a livelihood. But they promised to believe in ten days. Ten days without money for me and ten days without drugs for my mother. Hopefully this forgives me my rating of this app.

I researched and a friend recommended Remitly.

Summary of this review is I contacted customer service a couple of times. They would not tell me why my transaction was canceled and account canceled. They said they would call back but never did.

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I downloaded. Fairly easy process on download and set up. Series of questions.

I sent payment to someone I recently met. Everything seemed to go ok. Payment processes and received.

A couple days later I decided to send a second payment.

That payment didn’t go through and my account was canceled.

I contacted customer service through chat as the note suggested. Customer services asked questions most customer service doesn’t like date of birth. I complied.

They said I had violated a policy. I asked what policy. They would not say. They said read the policy. It’s a long policy. I still don’t see anything I did wrong. If anything it was inadvertent but makes no sense to me they can’t say what I did wrong.

I saw an ad for Remitly and decided to give it a shot to send money to Brazil. I used the same banking info for the recipient (I send money monthly) that I used in the past with Xoom, Western Union, and Ria but Remitly kept saying it was incorrect and kept blaming me for this issue. They couldn’t tell me exactly what was wrong. They kept emailing the recipient bank and never got a response and that’s all they would do. Remitly kept resending my transfer the same way expecting different results but the transfer would still get return. They said they would call me but never did, I asked for a manager to call me and they would never call when promised. After 2 weeks of waiting I gave up and asked for my money back. Not only I wasted my time but also lost money since when I finally made the transfer (using a different app) the exchange rate was way lower than 2 weeks earlier. Horrible service. I’ll stick to the other apps I mentioned earlier. Lost a customer for ever

Initially I sent money and it went smoothly but that quickly changed.

They asked me to verify my account. I sent authentic documents - a copy of my passport and a piece of mail. After I uploaded the official mail they changed the requirements and said I needed to upload additional documents. Who does that?

I understand that a verification process is expected but why change the requirements after I sent the requirement documents? Why ask for more and more documents? That is unreasonable.

Why change the requirements after the fact? It felt so invasive. I sent what they asked then they changed the requirements and ask for more and more documents - this was unreasonable.

It made me wonder: What are they doing with my personal information?

I’ve sent no more than $50 about 2-3 times per month yet they want this much personal information? No, what they’re asking for is unreasonable.

Choose a different app to send money, an app that is more reputable & reliable.

I used the services of this app for several years. Then I started to send transactions more often due to medical expenses of my relatives. So this people started to ask me for personal information like ID , social security number at first I agree and provide some documentation but then they asked me for my bank statement? Like seriously who they think they are? I refused to share my personal information, and they wouldn’t let me send money. So I took my business to a different company. There are better companies out there than this company I recommend MoneyGram, BarryMoney, WorldRemit, Elektra just to name a few. STAY AWAY FROM THIS COMPANY SINCE THEY ONLY CARE ABOUT MAKING MONEY AND NOT TO CUSTOMERS.

To Developer. I understand perfectly about regulations. That’s why proper identifications are provided but to ask more private information it’s not right. YOU got no right to ask for more confidential information that not even government agencies ask for. And for that more customers will stop using this service.

I like the idea of this app, I hate the ridiculous fees and wait time that Western Union has but if you’re going to send a relatively large amount of money you’re probably better off using Western Union.

I sent $2000 USD to a city in Mexico. I’ve sent that amount a few times through Western Union and I’ve never had an issue with my family receiving the money. Well, when they went to pick up the cash they were told that they were only allow to withdraw $18,000 Pesos (≈850 USD). I called customer service and was told that I had to cancel the order and wait 10 days to receive my funds back.

So if you’re sending an amount over $500USD I’d recommend you either call the bank ahead of time or simply go through Western Union. Some people send a large portion of their checks home and if it’s your first time and can’t afford to wait 10 days for your funds it’s important you do the research.

I like the idea of the app, just wish they had better communication with the banks to warn you that you’re sending over the limit.