Remitly Transfer Shows Delivered but Money Missing in Paycell

Money sent to my Paycell account via Remitly from a relative abroad has clearly gone missing. A total of €40 was sent—€30 on March 12 and €10 on March 25. Although both transactions appear as “completed/delivered” in the Remitly app, none of these amounts have been reflected in my Paycell account.

On the sender’s side, the transfers are marked as successfully completed, yet the funds have neither reached me nor been returned to the sender. The same person has previously sent me money multiple times through Remitly without any issues, so the fact that these two transactions failed indicates a clear error or negligence in the system.

I have contacted both Remitly and Paycell multiple times through messages and phone calls. Remitly clearly states that the issue is on Paycell’s side and shifts responsibility to them, while Paycell has not provided any satisfactory response or clear explanation. The whereabouts of the €40 remain unknown, and both institutions continue to leave this situation unresolved.

This situation has caused both financial harm and a loss of trust. I request that this transaction and communication failure between Remitly and Paycell be urgently investigated, and that the missing €40 be either fully credited to my Paycell account or promptly returned to the sender. Otherwise, I will pursue this matter through all official channels and take the necessary steps to resolve my grievance. I also expect a clear and written explanation regarding this process.