Remitly Refund Delayed After Canceled Money Transfer
On September 22, 2026, I urgently sent money to Türkiye through Remitly because my mother needed surgery. €1,790 was debited from my bank account in Germany, and I saw a “Sent” status for the transaction in the app and also received an email confirming the transfer. However, shortly afterward, the transaction was canceled, and the app stated that my money would be refunded within 10 days. Despite the amount of time that has passed, the money has still not been returned to my account.
The reference number for this transaction is r38401879516. During this process, I was not only forced to wait during an urgent medical situation, but I was also left without access to a significant amount of money, which caused me serious financial and personal inconvenience. I was unable to reach Remitly customer service by phone from Germany. I could only communicate through the live chat, where I was essentially dealing with an AI-like system, and I was unable to receive any actual solution or meaningful assistance.
I request that my full €1,790 be refunded to my account as soon as possible. I also request a clear explanation of what happened, a thorough investigation into the handling of my transaction, and appropriate steps to ensure that similar situations do not happen to other customers in the future. After this experience, I do not intend to use the Remitly app again.
