Review of Remitly


Rated 1 out of 5 stars

Remitly UK cancelled my transaction on…

Remitly UK cancelled my transaction on Friday 20th April 2018 the day I placed my order. They told me I would be refunded on the 23rd of April the next working day. On the 24th of April I rang customer services and asked why I had not received my refund. I was told they had some technical problems. I rang the next day and was told it had been handed to the "Escalation Team" whatever that meant. All emails were answered with a stock reply we will get back to you within 24-48 hours. The customer service department seems to be a call centre.

On 27th April a man from the Customer Service Department asked if I would be willing to let him do a conference call to my bank to confirm that they had not received the refund! I allowed him to speak to them after he had listened in to all my security questions from my bank. They confirmed that the money had not been received by them. He promised to ring me back the next day I am still waiting for that call.

I decided to do some research at Companies House in the UK. The Balance Sheet filed at Companies House by Remitly UK Ltd, as at 31st December 2016, showed that the company was insolvent and it's debts were being guaranteed for a year by Remitly Inc. I wrote on 2nd May 2018 to the director of Compliance of Remitly UK Ltd to point out that they may be trading illegally as they weren't paying their debts as and when they fell due. Particularly in the light that they were insolvent at 31st December 2016. The UK law under the Payment and Services Regulations 2009 which was the ruling contract for my deal MANDATES that cancelled transactions have to be refunded within 10 working days. The UK does not have a bank holiday on 1st May so the 10 working days expired on 4th May.

On 3rd May 2018 at 10pm. Philippine time I received a call saying instructions were being relayed to Remitly Inc to send my refund to Barclays Bank in London to refund to me on the 4th of May. At 4pm Philippines time on 4th May I was rung to say the funds were in London and should be with me that day. Needless to say as in all previous promises of Remitly UK Ltd/Remitly Inc whether to ring me or to get back to me the money didn't get credited to my account.

EDIT SINCE REMITLY REPLY

I have called your so-called help line more than 12 times in the last 3 weeks. Most of the time it appears to be answered by an outcall centre and I'm informed it's being handled by the Escalation Team. Yesterday 11th April I called your help line twice and was assured of a call back. I called at 7 am and again at 3 pm. I eventually got a call back at 5 pm by a Senior Manager who assured me I would be wired the money yesterday 11th April. It is still not in my account. He told me the money was in London. My account is in the UK Bank SWIFT CODE system it should have arrived within 10 minutes. My daughter sends me money from London and if I check my account say 10 minutes later it's my account.

My reference number is R28519276110.

I expect someone more senior than your incompetent helpline to deal with this issue. It is over 3 weeks that I have waited for my refund. Remitly is totally incompetent.

May 5, 2018
Unprompted review

Reply from Remitly

Hello Chris,

We appreciate your time in making this review.

We are sorry to hear that you have not been satisfied with our service and would like to hear more about it. Please send us an email through service@remitly.com to provide us with your phone number and the best time to call so we can discuss.

∞ Your Remitly Team