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3.6

I started a transfer Friday morning thru Remitly for the first time without knowing the nightmare i was about to go thru, i send money to Mexico at least once a week via xoom.com and I've been doing this for the last 7 years with no problem but, I've been seen Remitly's ads on Facebook and decided to give them a try, i set up my account and they asked me for a lot of documentation and had to go to an approval process that i never had to go thru before, then i completed the transaction and they told me it was going to take up to 2 hours for the transaction to be processed, i thought it was ridiculous but i had already sent the money so what the heck, after 3 hours the transfer was still pending so i decide to give them a call to see what the delay was about and they ask me for more documents to me emailed to them, after i sent all the required documents they informed me that it was going to take a couple more hours for the money to be available, after 4 hours of waiting i give them another call and they tell me they need my DL which they already had, and they needed to verify that i had the money in my bank account which they already had withdrawn from my account 8 hours ago, i had to prove them with documents from my online Banking that they had my money and after 35 minutes on the phone they tell me the money won't be available until the following day at 7am,the next day around 9 the money transfer was still pending so i gave them another call and they tell me they need my DL again which they already had and said the money would be available by 4pm,i waited until Sunday morning and nothing happened, the money was never transfered they said it was unusual and not their fault but the bank receiving the money in Mexico and asked to give it a few more hours, on Monday morning the money was still not available and i called to cancel the transaction just to find out they would hold my money for 5 days before getting it back, is a shame that something so simple turned to be a waste of time, i would never use their service or recommend it to nobody

Reason of review: Poor customer service.

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