Worst Experience – Remitly: Send Money & Transfer Review

I was using Remitly for a while now. I don’t usually bother writing reviews but this service has really caused so much inconvenience that the others need to be aware of. I didn’t have issues when I first started using it. However, in the past 2 months I have experienced really horrible, if not the worst, customer service. First, I was told that I can set up a Canadian and a US account. Since I’m a resident of Canada and legally working in the US, I have banking information that can be used depending on where I choose to send the funds from. So I did both. Last month I was told that I can only keep one and should close the other. I chose to keep my US account. Probably took 10 conversations with different people to get it straightened out. One frustration to note is, when they call, they don’t seem to read the notes previously taken by the last representative. So you have to repeat yourself several times. Today, I spoke with another representative. First she asked where I am. I said I am in Canada today. Due to the nature of my job, I travel frequently between US and Canada. Then she questioned that I sent funds from my US account. I asked if there was a concern. She said that since I’m in Canada, they’re holding the transaction and can only proceed when I’m in the states. After I probed more questions, I was able to narrow it down that the concern was 2.3 of the agreement which states that the service is only open to US residents. I asked what the definition of a resident is? I was told it is limited to permanent residents and that I should switch back to my Canadian remitly account. I am considered a resident in the US for taxation purposes. I’m not a greenholder but I’m legally working with a valid work visa and have been paying taxes in the US and Canada. It’s very frustrating for me that these things were not looked into the first time you signed up for the service. If it was limited to permanent resident only, why was it allowed to be opened in the first place? If it was against US banking laws as they state, why did they allow me to send transactions in the past months? In summary, my basis of not recommending this app are: 1) They told me I can keep 2 accounts then after a while, they said I can’t and that I should only keep one. I chose the US account. 2) They told me my recent US transaction will not push through because I’m not a permanent resident of the US and section 2.3 is interpreted as for permanent residents only. 3) I have explained my situation repeatedly and nobody seems to acknowledge it or pass along to the next representative. I have no problem complying with the regulations. But I would like to transact with a service provider whose competency I can trust and be confident with. Today I am deciding to cancel my account and not recommend this app to anyone.
Review by SaskWanderer? on Remitly: Send Money & Transfer.