Remitly Canceled Transfer but Did Not Refund Money
In the evening, I created a new Remitly account and attempted to make a money transfer of approximately $174 via bank transfer. I entered all of my information completely and accurately, and the amount was deducted from my bank account. However, just a few seconds after initiating the transaction, I received a warning stating that my account had been suspended, and I was automatically logged out of the system. During this process, the money was neither delivered to the recipient nor returned to my account.
When I contacted live support, I was told that my transaction had been suspended for a reason that allegedly did not comply with Remitly's policies. I repeatedly asked what the specific reason was, but they insisted that they could not disclose this information and refused to provide a clear explanation. I was asked to provide my personal information again, and even though I answered all the questions accurately, I was told that my account had been suspended and my transaction had been canceled.
The payment was extremely urgent, but the money was neither transferred to the recipient nor refunded to me. Live support told me that the refund depended on my bank and that they did not know when the money would be credited back to my account. They did not provide any clear date or explanation. The customer service representatives were also extremely unhelpful and indifferent. They repeatedly dismissed my questions and tried to end the conversation simply by telling me that I could send an email.
Because this amount has been deducted from my account, I currently do not have enough money to make the transfer again, and the inconvenience I am experiencing is becoming more serious with each passing day. Therefore, I request that daily interest be applied to the amount for every day the refund is delayed, that my Remitly membership be permanently closed, and that all of my personal information stored in Remitly's systems be deleted.
I request that Remitly provide me with a clear written explanation of the reason my account was suspended and the specific policy under which my transaction was canceled. I also request that the approximately $174 deducted from my account be refunded without further delay and that I receive formal written information regarding the financial and personal inconvenience caused by this situation.
