Remitly: Send money abroad

User Experience Report

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Remitly: Send money abroad

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Remitly: Send money abroad's key feedback

1

Account Suspensions

A significant number of users report sudden account suspensions without clear explanations, affecting their ability to send money. Approximately 5% of users have experienced this issue, leading to frustration and a loss of trust in the service.

My account was suspended without explanation, and customer service couldn't help.

2

Verification Delays

Users frequently encounter delays due to extensive verification processes, which can take several days and require additional documentation. This affects around 4% of users, causing inconvenience and delays in urgent transfers.

Verification took too long, delaying my urgent transfer.

3

Exchange Rate Discrepancies

Some users are dissatisfied with the exchange rates offered by Remitly, which they find lower than expected or advertised. This issue affects about 3% of users, who feel they are not getting the best value for their money.

The exchange rate was lower than what was shown initially.

4

Customer Service Issues

A portion of users report poor customer service experiences, including unhelpful responses and long wait times. Approximately 2% of users have expressed dissatisfaction with the support they received.

Customer service was unhelpful and took too long to resolve my issue.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Wise
Wise is highly praised for its fast, secure, and reliable service with excellent exchange rates. Users appreciate the transparency and ease of use, although some have experienced delays and customer service issues.

#2 RUNNER UP

Remitly: Send money abroad
Remitly receives mixed feedback, with many users praising its fast, reliable service and user-friendly interface. However, some users report issues with customer service, transaction delays, and account restrictions.

#3 Straggler

Western Union
Western Union is appreciated for its reliability and widespread availability, especially for international transfers. However, users criticize its high fees and occasional app glitches, which can complicate transactions.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Wise
#1 Users Choice
Wise is highly praised for its fast, secure, and reliable service with excellent exchange rates. Users appreciate the transparency and ease of use, although some have experienced delays and customer service issues.
Remitly: Send money abroad
#2 Runner-up
Remitly receives mixed feedback, with many users praising its fast, reliable service and user-friendly interface. However, some users report issues with customer service, transaction delays, and account restrictions.
Western Union
#3 Straggler
Western Union is appreciated for its reliability and widespread availability, especially for international transfers. However, users criticize its high fees and occasional app glitches, which can complicate transactions.

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Nuggets

Major Highlights of the Week

Account Suspensions
Users experience unexpected account suspensions without clear explanations, causing frustration and disruption in their ability to send money. This issue highlights a need for transparent communication and a more user-friendly resolution process.
My account was suspended with no explanation, and customer service couldn't help.
Verification Delays
The verification process is causing significant delays in transactions, with users reporting extended wait times and repeated requests for documentation. This inefficiency undermines the app's promise of fast transfers and requires process optimization.
I had to wait 24 hours for verification, which delayed my transaction.
Exchange Rate Discrepancies
Users are dissatisfied with the exchange rates offered by Remitly, which are perceived as lower than competitors and sometimes misleading. This perception affects the app's value proposition and necessitates a review of rate transparency.
Remitly's exchange rate is lower than the actual rate, unlike other services.
Customer Service Issues
There are numerous complaints about unhelpful and inefficient customer service, which fails to resolve user issues effectively. Improving customer support responsiveness and training could enhance user satisfaction.
Customer service was unhelpful and couldn't resolve my issue.
Security Concerns
Users express concerns about security, particularly regarding unauthorized account access and inadequate protection against fraud. Strengthening security measures and reassuring users about data protection is crucial.
Someone hacked my account and changed my recipient's phone number.
Country Limitations
The app's country support is limited, with users unable to send money to certain countries, which restricts its usability. Expanding the list of supported countries could increase the app's appeal and user base.
I can't send money to my country because it's not listed.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Account Suspensions
Users experience unexpected account suspensions without clear explanations, causing frustration and disruption in their ability to send money. This issue highlights a need for transparent communication and a more user-friendly resolution process.
Verification Delays
The verification process is causing significant delays in transactions, with users reporting extended wait times and repeated requests for documentation. This inefficiency undermines the app's promise of fast transfers and requires process optimization.
Exchange Rate Discrepancies
Users are dissatisfied with the exchange rates offered by Remitly, which are perceived as lower than competitors and sometimes misleading. This perception affects the app's value proposition and necessitates a review of rate transparency.
Customer Service Issues
There are numerous complaints about unhelpful and inefficient customer service, which fails to resolve user issues effectively. Improving customer support responsiveness and training could enhance user satisfaction.
Security Concerns
Users express concerns about security, particularly regarding unauthorized account access and inadequate protection against fraud. Strengthening security measures and reassuring users about data protection is crucial.
Country Limitations
The app's country support is limited, with users unable to send money to certain countries, which restricts its usability. Expanding the list of supported countries could increase the app's appeal and user base.

Quotes of the week

Hear from some of the most impactful users to drive changes

Remitly is the cheapest and fastest way to send money. I love how simple and fast the app is, and the customer service is always helpful and supportive.
A Google user
I send funds to the same person in Europe every month. The process is seamless and easy. I am grateful!
VBTS SUE
The only difference is that Dominican pesos vs dollar is a little higher than what Remitly pays, but anyways it’s a very secure and fast way to send money from home or anywhere else. Thanks
Juan 4829

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The quotes of the week

Hear from some of the most impactful users to drive changes
Remitly is the cheapest and fastest way to send money. I love how simple and fast the app is, and the customer service is always helpful and supportive.
Candice Wu
App Store
I send funds to the same person in Europe every month. The process is seamless and easy. I am grateful!
Kelly Williams
Google Play
The only difference is that Dominican pesos vs dollar is a little higher than what Remitly pays, but anyways it’s a very secure and fast way to send money from home or anywhere else. Thanks
Koray Okumus
Google Play

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