Remitly

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Remitly U.S. website: https://www.remitly.com/us/en
• Remitly U.S. complaints and error resolution: 1-844-604-0924
• Remitly Help Center: https://www.remitly.com/us/en/help
• File a complaint (How do I file a complaint?): https://www.remitly.com/us/en/help/article/complaints-process
• Complaints and error resolution: [email protected]
• Error resolution and cancellation notice line: 1-888-736-4859

Locations

Remitly complaints, delayed transfers, cancellations, refunds and how to reach Remitly (checked October 14, 2026)

Remitly is an online service for sending money internationally from the United States. Its User Agreement (effective date February 23, 2026) is a contract with Remitly, Inc., a Delaware corporation headquartered in Seattle, Washington. This page collects what Remitly's own pages say about cancelling a transfer, refunds and complaints, and what public databases show.

Cancelling a transfer. The User Agreement (Section 12) says a customer "can attempt to cancel your transaction at any time prior to its completion", and that completion means the recipient "has picked up the funds" or the funds "have been deposited into the Recipient's bank account". It adds that Remitly's ability to stop a transfer "depends on the method you select to disburse the funds to your Recipient and the time when you submit your cancellation request". If it can cancel, it will refund "the Transaction Amount, taxes, and any Service Fees"; the Transaction Amount "will not be refunded after the Completion of the Transaction". Remitly's Help Center article "How do I cancel my transfer?" says a transfer "can usually be canceled as long as your recipient hasn't received their money yet" and that a cancelled transfer is refunded automatically.

Late delivery. Section 12 (Perfect Delivery Promise) says Remitly gives "an exact date and time" for delivery before the transfer and on the receipt, and that if the money arrives after that time the customer "is eligible for a refund of the Service Fees"; the customer must request it by email, the complaints page, phone or mail.

Errors and complaints. Section 12 says a customer who believes an error occurred, or who is dissatisfied with the service, "must contact us within 180 days of the date that you submit your Transaction" by email to [email protected], through Remitly's complaints page, by phone at 1-844-604-0924, or by mail to Remitly, Inc., attn: Customer Service, 401 Union Street, Suite 1000, Seattle, WA 98101. The Help Center article "How do I file a complaint?" says complaints are "overseen by Remitly's designated Complaints Leader" and that for an immediate problem Remitly is "available 24/7 by phone or chat".

Remitly's separate error-resolution and cancellation notice. Remitly's "Error Resolution and Cancellation Notice" page gives a different telephone number, 1-888-736-4859, and a mailing address with "attn.: Error Resolution". It says: "You must contact us within 180 days of the date we promised to you that funds would be made available to your recipient". The User Agreement's Section 12 instead counts 180 days "of the date that you submit your Transaction". Both formulations are live on Remitly's site and are quoted here as written. The notice says Remitly "will determine whether an error occurred within 90 days after you contact us" and "will tell you the results within three business days after completing our investigation"; it asks the customer to supply name and email address, the error and why it is believed to be one, the recipient's name, the dollar amount and the transfer reference number from the receipt.

Cancellation under the notice. The notice says a customer has "the right to cancel a transfer and obtain a refund of all funds paid to us, including any fees" by contacting Remitly "before we deposit funds to a bank account or your recipient collects the remittance", and that "We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient's account". The User Agreement adds a Texas-specific term: a sender located in Texas may cancel and receive "an immediate refund of all money charged for the remittance, including any fees" "within thirty minutes of receiving a receipt, unless the intended recipient of the transaction has received the funds or its equivalent".

Held, delayed and undeliverable transfers. Section 8 of the User Agreement says Remitly has "sole discretion to delay your Transaction, in accordance with applicable law, to verify your identity, validate your Payment Instrument, manage our financial risk, or if we believe that the Transaction may involve fraud" or a violation of law, and that depending on the reason "you may be entitled to a refund or other remedies in certain circumstances". Under Section 12, if a transfer cannot be completed because of a mistake in the information provided, Remitly asks the customer to correct it and "reserve[s] the right to cancel your Transaction if you fail to take action ... within 72 hours", after which it will refund the full Transaction Amount, taxes and Service Fees.

Refunds. Per Section 12, refunds go to the same payment instrument, are made only in U.S. dollars, and "will not be adjusted to account for changes in the value of the U.S. dollar or foreign currency".

Outside routes. Remitly's complaints page lists the money transmitter licensing authority of each state for a dispute "not adequately resolved"; the CFPB accepts complaints about remittance transfers at consumerfinance.gov/complaint.

Licensing and regulator record

Remitly's licenses page says Remitly, Inc. "is registered with the U.S. Dept. of Treasury as a Money Services Business and licensed in several U.S. states as a money transmitter", that it is "authorized to transmit money in all U.S. states and Washington, D.C.", and that it does business in some states without a license "due to either the absence of an otherwise applicable law or the manner in which an existing law may be applied". The page lists state license numbers and agencies.

The California Department of Financial Protection and Innovation's regulated-entity page lists "Remitly, Inc." with license number 2451 and the address 401 Union St., Suite 1000, Seattle, WA 98101 (opened October 14, 2026).

No consent order, civil money penalty or other enforcement action naming Remitly, Inc. or Remitly Global, Inc. was identified in the sources checked on October 14, 2026: the CFPB enforcement actions listing (title search for "Remitly" returned no results), a CourtListener case-name search, and web searches. This is a scoped statement, not proof that none exists; it does not cover every state regulator's order database. Remitly's quarterly report states the company is "from time to time ... subject to inquiry, examinations, or enforcement actions from its various regulators".

Who operates Remitly and who owns it

The User Agreement names Remitly, Inc. as the contracting company. Remitly Global, Inc. (Nasdaq Global Select Market: RELY) files reports with the SEC; its Form 10-Q for the quarter ended June 30, 2026 says Remitly "was founded and incorporated in the State of Delaware in 2011 under the name of Remitly, Inc., which is now a wholly-owned subsidiary of Remitly Global, Inc." and that the company is headquartered in Seattle. The company's About page describes a footprint of "175+ countries" and "$75B Sent in 2025" (the company's own figures).

Terms to know. Section 19 of the User Agreement requires a 60-day informal discussion of a claim and then binding arbitration with a class-action waiver, subject to a small-claims exception. It allows an opt-out "in writing within 30 calendar days after accepting this Agreement", by mail to Remitly, Inc., Attn: Legal, 401 Union Street, Suite 1000, Seattle, WA 98101, with a signed statement.

Remitly complaint record: archive, CFPB, BBB and Trustpilot as displayed on October 14, 2026

Archive posts. A search of this site's archive on October 14, 2026 found no approved post that names Remitly, so no complaints on this site are linked to this profile.

CFPB database. Under the company name "Remitly, Inc." the CFPB Consumer Complaint Database showed 1,071 complaints received between March 28, 2015 and October 9, 2026, including 305 received from October 14, 2025 onward. Company responses shown: closed with explanation (1,066), closed with monetary relief (3), closed (2); timely response was shown as yes for 1,033 and no for 38. The most frequent labels were product "Money transfer, virtual currency, or money service" (998) and issues "Other transaction problem" (348), "Money was not available when promised" (285) and a fraud-related issue label (249). These are consumer-submitted complaints with the database's labels, not findings about Remitly, and the database does not publish every complaint.

BBB. The BBB profile for Remitly (Seattle, WA) shows an A+ rating, BBB Accredited status, 479 total complaints in the last 3 years with 124 filed in the last 12 months, and 97 customer reviews with a displayed average of 1.04 out of 5 stars. BBB's page notes that the displayed complaint text may not represent all complaints filed.

Trustpilot. The remitly.com page shows 122,517 reviews and a TrustScore of 4.6, a claimed profile since March 2015 and a paid Trustpilot subscription; Trustpilot states it does not fact-check reviews. These sources are shown separately and are not combined.

Court cases that name Remitly

A CourtListener case-name search for "Remitly" on October 14, 2026 returned two federal dockets, both ended. Remitly's quarterly report describes only intellectual-property and trademark disputes in certain jurisdictions as disclosed matters. Other proceedings, including state-court and arbitration matters, are not covered by this search.

Dzemyanovich v. Remitly Inc (W.D. Wash., 2:19-cv-01918-RSM). Filed November 25, 2019 by a self-represented former-employment plaintiff under a job discrimination (national origin) cause label; terminated February 7, 2020. A document on the case record is titled "Stipulation and Request for Order of Dismissal with Prejudice" and says the parties asked the court to dismiss "all of the claims and causes of action".

Rodriguez v. Remitly, Inc. (S.D. Tex., 4:22-cv-02724, civil action H-22-2724). Removed from state court on August 11, 2022; the plaintiff, proceeding without a lawyer, was described by the magistrate judge as claiming to be "a victim of identity theft" and seeking money "fraudulently transferred out of his bank account" from Remitly and another defendant, Woodforest National Bank. A stipulation of dismissal was filed on October 24, 2022 (docket entry 10), and the magistrate judge's January 3, 2023 report and recommendation states that "Rodriguez settled with Defendant Remitly, Inc." The report recommended dismissal of the remaining lawsuit with prejudice for failure to prosecute; the docket shows the case terminated on February 15, 2023. The report addresses the plaintiff's failure to participate and does not adjudicate the identity-theft allegations.

Is Remitly Legitimate?

Remitly, Inc. states that it is registered with the U.S. Treasury as a Money Services Business and licensed as a money transmitter in U.S. states, with license numbers listed on its licenses page. Its parent, Remitly Global, Inc., is listed on the Nasdaq Global Select Market and files quarterly reports with the SEC. The BBB profile shows an A+ rating and accreditation, alongside 479 complaints in the last 3 years as displayed; the CFPB database lists 1,071 complaints under the company name.

No enforcement action naming Remitly was identified in the sources checked on October 14, 2026. A reader sending money should compare the cancellation, delivery-time and arbitration terms above and keep the transfer receipt.

Court & Public Records

Company Relationships

• Subsidiary of: Remitly Global, Inc.

Frequently Asked Questions