Remitly Shows Transfer Completed but €5,600 Never Reached My Bank Account

On December 15, 2025, I made two separate international transfers of €2,800 each, totaling €5,600, through Remitly from my ABN AMRO Bank account in the Netherlands, which is registered in my name, to my Yapı Kredi Bank account in Turkey, also registered in my name.

Although both transfers show as “completed” in the Remitly app, when I checked my Yapı Kredi mobile banking, I saw that no funds had been credited to my account.

I first contacted Yapı Kredi Bank, and they informed me that there is no incoming or pending transfer visible in their system. I then contacted Remitly multiple times. Remitly stated that the funds appear as delivered to Yapı Kredi Bank, provided me with the transaction reference numbers, and said they had emailed the bank and opened an investigation. However, when I contacted Yapı Kredi again, they repeated that no such transfer exists in their records. Remitly, on the other hand, told me that I must wait for the bank’s response, that the transfers cannot be canceled, and that the money cannot be recalled.

At this point, neither Remitly nor Yapı Kredi is providing a clear or definitive explanation, and it is completely unclear where my money is. Remitly claims that the recipient states the funds were not received, but I am the recipient, and the money has not reached my own account. I have used Remitly many times in the past without any issues, but this is the first time I sent such a large amount, and I am now experiencing serious financial distress. I have spent an entire day contacting both the bank and Remitly, yet no funds have been credited to my account.

I request that Remitly urgently ensure the full €5,600 is credited to my Yapı Kredi Bank account as soon as possible. If this is not possible, I demand that the entire amount be fully refunded to my ABN AMRO account in the Netherlands. I also request a clear, detailed, and written explanation regarding the cause of this delay and uncertainty.
My Remitly reference numbers are r32135101644 and r36136709557.