Remitly Delayed My Transfer and Customer Service Couldn’t Explain Holding My Funds

On November 1, I sent money using Remitly; it has been more than a week and my money is still in flux. I had used the same exact same bank accounts on both ends as before without any problems, so it was perplexing when I received an email stating they needed "additional information" to handle the transfer shortly after sending. When I contacted customer service, they said a bank issue had resulted in the money being reimbursed to them. When the receiver called her bank, though, they verified they had not gotten anything. I am now left waiting another seven to ten days for a cancellation and refund to be handled before I can test another service. This pointless delay and lack of openness greatly irritate me.