Remitly: most-reported complaints
Automated analysis of 2,933 public Trustpilot reviews published 2025-11-20 to 2026-09-27. TrustScore 4.6 from 121,261 total reviews — see the Trustpilot page. Quick answer: is Remitly legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 28% of the 716 complaints identified in the last 2933 reviews. Issues with the account or app follow as the second most common complaint at 18%, while other concerns and billing errors each make up 17% and 15% respectively. The trend for unhelpful support is rising, whereas the trends for account problems, other issues, and billing errors remain flat.
How to reach Remitly
These are the contact details Remitly publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 1-844-604-0924, address 401 Union St, Suite 1000, Seattle, 98101, US.
The company claimed its Trustpilot profile on 2015-03-06, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 9 of 30 in Money Transfer Service. We last checked this profile on 2026-09-27 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 3.9★ on Google (568 reviews) · 4.8★ App Store (376,235)
TrustScore over time
4.6 → 4.6 across 14 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (94%, 0.3d) · 2026-08-23 (94%, 0.3d) · 2026-08-27 (94%, 0.3d) · 2026-09-01 (95%, 0.3d) · 2026-09-04 (95%, 0.3d) · 2026-09-07 (95%, 0.3d) · 2026-09-10 (95%, 0.3d) · 2026-09-13 (95%, 0.3d) · 2026-09-16 (95%, 0.3d) · 2026-09-20 (95%, 0.3d) · 2026-09-23 (95%, 0.3d) · 2026-09-27 (96%, 0.3d) · 2026-09-27 (96%, 0.3d).
Severity: 28% of this company’s 716 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.0 days between the experience and publishing their negative review (848 reviews record both dates).
US federal complaint record
The Consumer Financial Protection Bureau records 1,040 complaints against Remitly — most often other transaction problem (336), money was not available when promised (279), fraud or scam (242). see the CFPB database
Most-complained-about products: money transfer, virtual currency, or money service (969), checking or savings account (34), money transfers (14).
96% of complaints received a company response within the CFPB’s timeliness standard. Closed as: closed with explanation (1,035), closed with monetary relief (3), closed (2).
Official US federal complaint records, separate from our review analysis.
Measured reply time: across 806 negative reviews that received a public reply, the median wait was 0.2 days — the company profile reports an average of under a day.
Reply quality: of 806 company replies to negative reviews analysed, 48% engaged with the specific problem and 46% were generic templates.
What employees say
Employees rate Remitly 3.8★ overall from 528 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2220 company-invited reviews in the recent window average 4.73★, while 116 organic (uninvited) reviews average 1.41★.
67% of its 1944 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 28% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 29,755 of this company’s 121,261 Trustpilot reviews (25%) were written in the last 12 months.
What are the most common complaints about Remitly?
Support unhelpful
200 reports · 28% of complaintsrising since 2026-07“More than 10 days later, the refund still has not been returned to me.”
The company replied on 2026-08-08: “Hi Asif, we're very sorry to hear about the delay with your $957 refund and understand how frustrating this experience has been after your transfer was cancelled, this is not the kind of experience…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“false promises, don't do transaction if want to do it decent amount, they'll hold Money”
The company replied on 2026-08-07: “Hi Sheetala, we take reports like this very seriously and want to make sure you get expert help immediately. We understand how alarming it is to have larger transfers put on hold, and we're very…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“put accout on hold not letting transfer happen asking for non sense question.”
The company replied on 2026-07-28: “Hi there, we hear your concern and understand how frustrating it feels to have your transfer put on hold when your family is counting on those funds. Security and regulatory requirements sometimes…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Account/app problems
126 reports · 18% of complaintssteady“put accout on hold not letting transfer happen asking for non sense question.”
The company replied on 2026-07-28: “Hi there, we hear your concern and understand how frustrating it feels to have your transfer put on hold when your family is counting on those funds. Security and regulatory requirements sometimes…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“my account has been suspended pending investigation.”
The company replied on 2026-08-16: “Hi Des, we understand how concerning this situation is, particularly when trying to get clear reference details while your account is under review. We want to make sure your case gets the proper…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Access to the app and my account have been blocked.”
The company replied on 2026-08-05: “Hi Euhene, we're very sorry to hear about your experience with this account suspension and how stressful and intrusive the verification process felt when trying to send a gift to your friend in…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Other
123 reports · 17% of complaintssteady“Money is still pending. They do this when you send more than 3000$.”
The company replied on 2026-08-09: “Hi Rahul, we understand how critical it is for medical funds to reach your parents without delay, and we hear your concerns regarding your transfer status and customer care experience. Larger…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“this company was trying to harvest PII data from me.”
The company replied on 2026-08-03: “Hi there, we understand how frustrating and invasive document requests like bank statements or transaction details can feel when you're sending a transfer. We request documentation strictly to comply…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“customer service agents have 0 IQ level of knowledge to sort out any simple customer related issues”
The company replied on 2026-09-16: “Hi Meerab, we take reports like this very seriously and want to make sure you get expert help immediately. Remitly is a fully regulated financial institution, and we enforce strict anti-fraud…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Billing errors
109 reports · 15% of complaintssteady“They also sent me what appeared to be a fake/invalid reference number.”
The company replied on 2026-08-21: “Hello, we hear how stressful and unacceptable this experience was, especially with the bank location confusion and extra travel expenses involved. You can find general details on how cancellation…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they accepted it but later refused to issue a refund, incorrectly claiming the funds had been deposited”
The company replied on 2026-07-30: “Hi, we're sorry to hear Wise has been working better for your transfers and that you're dealing with delays and repeated verification steps. We know how frustrating it is when a transfer takes longer…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Still waiting for the $$ to be refunded to my account”
The company replied on 2026-07-28: “Hi there, we understand how alarming it feels when asked for personal documents, and we want to assure you that protecting your financial security is our top priority. We sometimes request identity…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
67 reports · 9% of complaintsfalling“Very expensive relative to other money transfer companies”
The company replied on 2026-08-23: “Hi there, we're sorry to hear that providers like MoneyGram or bank wire transfers have felt like a better value for your sends. We strive to offer transparent pricing, though overall costs vary…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They slap you with a fees while handing out terrible exchange rates, ripping you off on both ends.”
The company replied on 2026-08-22: “We're sorry to hear another service has been working better for your money transfers. Our exchange rates and fees depend on the sending country and delivery speed, and you can learn more about how…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They scammed me over £400 and their agents are extremely rude and cut the phone off on me.”
The company replied on 2026-09-16: “Hi Sumayyah, we're deeply concerned to hear about your experience and the money involved, as we hold our support team to high standards. You can access our security hub at…”
Our classifier read this reply as a template response.
Refunds delayed
65 reports · 9% of complaintsrising since 2026-07“More than 10 days later, the refund still has not been returned to me.”
The company replied on 2026-08-08: “Hi Asif, we're very sorry to hear about the delay with your $957 refund and understand how frustrating this experience has been after your transfer was cancelled, this is not the kind of experience…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“failed to return my refund within the deadline they themselves gave me”
The company replied on 2026-09-15: “Hi, we are deeply sorry for the frustration and stress caused by this canceled transfer and the delay with your refund. We know how critical it is to have clear, accurate information and a valid…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“ongoing delay with your refund since April.”
The company replied on 2026-08-23: “Hi Abid, we hear your deep frustration regarding your cancelled transfer R28164336605 and the ongoing delay with your refund since April. We know how exhausting repeated follow-ups are when you just…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Compare Remitly with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.