Genuine customer service - saw my case to completion
I sent a large amount of money through Remitly to my mother-in-law in Croatia, end of November 2020. Due to an error in IBAN (bank account) number, the Croatian bank had held on to the money, instead of rejecting the transaction straightaway or refunding it immediately to Remitly. They also responded very slowly to enquiries from Remitly on my behalf regarding the status of my remittance. Afterwards, despite providing the correct IBAN number, the Croatian bank still tried to hold on to the remittance and sent error message to Remitly. The entir...e waiting game took slightly over 2 months. I finally had enough of the undue delay and requested cancelation of the remittance to Remitly. Within 2 days of cancelation, Remitly had refunded the full amount and also the service fee. The executive escalation team, Mr Mico Angelo and also the CEO of Remitly, Mr Matt Oppenheimer were personally involved to resolve the undue delay. Even though I was initially frustrated with Remitly, I realise now that they are a genuine company and delays are more often than not due to their partner banks in the respective countries, which unfortunately is beyond their control. I will use Remitly services again in the future.
Quick, easy & reliable
First time I used this money-transfer to the Philippines and was pleased with my experience. I sent $AU500. and the Remitly rate was better than the once I previously used. My relative in the province, where I sent it to, received the money within 2-hours and I also got txt message from remitly informing me that the money has been withdrawn. Yes, I will use Remitly again.
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