Remitly

Review of Remitly A Deeply Disappointing and Frustrating Experience

Ive been a Remitly user for years, but my recent experience with their customer service has completely shattered any trust I had in the company.

Without prior notice or clear explanation, Remitly abruptly suspended my account. When I contacted customer service for answers, I was met with vague responses and intrusive questioning.

They asked highly personal questions like How do you know this person? and Where did you meet them? for each recipient I had ever sent money toincluding individuals I hadnt interacted with in a long time. I answered reluctantly, trying to cooperate, but the tone and attitude of the agentsparticularly from the Philippines call centerwere uncomfortable and at times judgmental.

When I mentioned one recipient was an ex-boyfriend, the discomfort in their response was obvious.

After this interaction, I noticed that a previously sent transaction was refunded to my account. I called again, hoping for clarity, but was told they could not provide a reason for the account suspension and that no appeals were allowed. They also insisted that the number I was calling was the only number available, referring oddly to it as a mobile number, which made no sense in this context.

What followed was a carousel of repeated calls, contradictory answers, and what felt like outright gaslighting. On one occasion, I asked to speak to a supervisor, and the person who came on the line sounded identical to the initial agentdespite claiming to be someone else.

My legitimate questions were dodged or met with irrelevant explanations.

I also raised concerns about my Flex account, explaining that I had removed my card information for security reasons and needed to know how to settle any pending charges. Yet again, I was redirected to unrelated policies and got no resolution.

As the calls dragged on, I requested to take the post-call survey. At the beginning of every call, it clearly says to press 1 at the end to access the survey. However, the agent insisted I would receive an email survey insteadwhich Ive never received in years of using the service.

I refused to hang up, and she repeatedly stalled, perhaps hoping Id disconnect. Eventually, the call ended andunsurprisinglythe survey came up, proving they were either misinformed or intentionally misleading me.

In the end, I never received a clear reason for the suspension, nor any real assistance or accountability.

It was the worst customer service experience Ive ever had with any financial service. I will never use Remitly again, even if they were to reinstate my account, and I strongly discourage others from trusting this company with their personal or financial information.