I am your regular customer that I use Remitly on daily basis to send the funds in different countries to help people for school fees. I never ever had any issues previously.

I am very very disappointed with your service that I am unable to get help on the chat and phone as well. All of the agents were giving me wrong info to cancel my funds even though, my fund was in pending status due to banks were closed in India told by one of the agent. I started calling and chatting on Saturday when I sent the fund.

Firstly, I want to explain you my situation.One of my friend's phone number was hacked in India. The hacker was asking funds to transfer in his bank account from everyone from the contact list. I got the message on my what's app that she needs 10,000 rs which was $170.95 urgently that she needs to send her friend immediately but she can not send from her own bank because she is already over used to sent funds per her limitations. She can not send from her bank right now but she will pay me back next week. She gave me her friend's account info:

Bank name:>INDIA POST PAYMENTS BANK
Account:>GAITHUILUNG
Account number:>*******149
IFSC:>IPOS*******
BANK BRANCH:>SENAPATI BAZAR

But she was begging me to send funds asap because she can't wait until Monday. Once I sent him then he asked me to send screenshots for info.
After 6 hrs later he asked me to send 800 via etransfer then I asked is it in dollars or rupees then he said dollars. I then got mad at my friend in my mind that she is taking my advantage but I don't send him anything. Suddenly, it clicked in my mind that could be hacker and I called my friend then she told me her ph no got hacked and hacker asking money from each one's from her contact list. I called right away to Remitly agent then he told me that money can't be transfer until Monday so he will cancel the fund. But I couldn't see the status changed on my Remitly account then I chat with agent she told me same thing that she will send mail to cancel the fund because they don't have tool to cancel it right away. But it was saying 48 hr left to send the money on my status on Remitly. I chat with another agent she said same thing to sent mail to cancel it. I called 2 times on the phone and 3 times on the chat. But I got email and message that the funds delivered then I got shocked badly why it happened even though I told your different agents when the funds were in pending to cancel it.

This is the info for my account:

The money $170.95 will be deposited to your India Post Payments Bank account by 7 January at 5:50 AM +0530 your time. Ref#R*******284.

Is there any manager or upper level management that I can talk or complaint that how I can retrieve my money back even it was 100% your agents fault. You can check the conversation that was recorded in your system that your department can communicate with receivers bank. The Remitly company runs worldwide so I am sure they have some rules and guidelines.

I hope you can help me for sure so i won't be disappointed so I can use this app peacefully in future.

Thanks,