How to Resolve Missing Refund From Remitly After Bank Rejection

On October 1, 2025, my friend sent ₺24,618 to my old IBAN at QNB Enpara via Remitly. Since my IBAN had changed, the transfer was rejected. When I contacted QNB Enpara customer service, they informed me that the money would be refunded to the sender’s account. However, even after eight days, my friend has not received any refund to their Remitly account, and we have not received any update or notification from Remitly.

The transaction reference number is r90 359 361 678. Because Fibabanka appeared as the intermediary bank, I also contacted them, but they said they couldn’t help and advised me to reach out to Remitly. During my written communication with Remitly’s support team, I was told that the refund would be processed within 3–7 business days, but that period has already passed, and we are still facing this issue.

I request that the money be refunded immediately, that the process be expedited, and that I receive a clear and transparent update regarding the situation.