Cherie (11/14/2024, 5:07:28 PM): hello

Loui Jay (11/14/2024, 5:07:30 PM): Thank you for choosing Remitly, my name is LJ,
how can I help you today?
Loui Jay (11/14/2024, 5:07:33 PM): Hi, how are you?
Cherie (11/14/2024, 5:07:47 PM): i received an email saying that there's an issue
with the receiver's visa card
Cherie (11/14/2024, 5:07:50 PM): how can I update it?
Loui Jay (11/14/2024, 5:08:15 PM): Sorry to hear about that, you mean the
notification you received was sent by remitly or with your visa card?
Cherie (11/14/2024, 5:08:29 PM): it was sent by remitly
Cherie (11/14/2024, 5:08:42 PM): i paid with my bank account
Loui Jay (11/14/2024, 5:08:59 PM): Ok, thanks for confirming. I need to open your
account here, can you pelase provide your complete name and birthday please?
Cherie (11/14/2024, 5:09:57 PM): Cherie Lynn Peterson Pod
04/19/1996
Loui Jay (11/14/2024, 5:10:10 PM): Thanks for confirming, allow me to check the
account
Loui Jay (11/14/2024, 5:11:45 PM): Can you please confirm again the birthday? Since
its not accurate here based from our system.
Cherie (11/14/2024, 5:11:57 PM): uhm, what do you mean?
Loui Jay (11/14/2024, 5:12:26 PM): The year seems not matched to your profile
Cherie (11/14/2024, 5:12:43 PM): well, it is my birthday, i'm not sure why it shows
different
Loui Jay (11/14/2024, 5:12:50 PM): Due to compliance and security purposes, we need
to confirm the information as it appears to your profile to proceed
Cherie (11/14/2024, 5:13:01 PM): i'm not good with computers, maybe i mistyped
something, i'm not sure
Loui Jay (11/14/2024, 5:13:15 PM): If you can access the account now then feel free
to check it please to verify
Cherie (11/14/2024, 5:13:45 PM): it says that my account is suspended, so that's
why i'm contacting you in order to resolve the transfer issue
Cherie (11/14/2024, 5:14:30 PM): i honestly have no idea why is it supposed to be
that hard
Loui Jay (11/14/2024, 5:14:41 PM): I totally understand, but to further assist you
we need to verify the information from the account .
Cherie (11/14/2024, 5:15:18 PM): well what else i can tell you?
Cherie (11/14/2024, 5:15:29 PM): i'm not sure why my birth date doesn't match
Loui Jay (11/14/2024, 5:15:47 PM): How about your email address please?
Cherie (11/14/2024, 5:15:55 PM): [Link]@[Link]
Loui Jay (11/14/2024, 5:16:03 PM): and the last completed transaction information ?
Cherie (11/14/2024, 5:16:17 PM): can we count this one as completed? it says it's
on hold
Loui Jay (11/14/2024, 5:16:40 PM): No, we need the most recent completed one.
Cherie (11/14/2024, 5:16:55 PM): i had only one
Cherie (11/14/2024, 5:17:09 PM): i tried sending a second transaction, but
everything just failed instantly for no reason
Cherie (11/14/2024, 5:17:59 PM): if canceled one counts as completed, then the last
one was 350 usd to the same recipient
Loui Jay (11/14/2024, 5:18:47 PM): can you give me at-least 3 minutes while
checking this please?
Cherie (11/14/2024, 5:18:58 PM): no problem, take your time
Loui Jay (11/14/2024, 5:21:39 PM): Thanks, stay on the line.
Loui Jay (11/14/2024, 5:22:40 PM): Thanks for waiting, it appears that your account
was suspended due to compliance reasons. With this, we can no longer restore the
account. But if you wish to file an appeal please do let us know so we can check if
our specialized team can do something on this decision.
Cherie (11/14/2024, 5:23:17 PM): i don't really have time for this, is there a way
to just fix the held transfer and move on?
Loui Jay (11/14/2024, 5:23:29 PM): We don't have option to that,
Cherie (11/14/2024, 5:23:42 PM): so what are you telling me?
Loui Jay (11/14/2024, 5:23:51 PM): The account has been suspended and it should be
check by our specialized team
Cherie (11/14/2024, 5:24:11 PM): then why would you still charge my bank account?..
Cherie (11/14/2024, 5:24:34 PM): suspended account didn't stop you from doing that
Loui Jay (11/14/2024, 5:24:38 PM): The transfer has been on-hold since your
recipient acc is blocked for foreign remittance
Loui Jay (11/14/2024, 5:25:30 PM): There are 2 options we can do to make the
transfer push through, first we can amend it by changing the recipient's details or
we will cancel it and you will be refunded on the next 10 banking days
Cherie (11/14/2024, 5:26:01 PM): i want to change recipient's details
Cherie (11/14/2024, 5:26:11 PM): that's why i'm contacting the support in a first
place
Loui Jay (11/14/2024, 5:26:41 PM): Ok, please I need to perform major verification
to proceed with this. I need to verify the reference number of the transfer and
your correct date of birth specially the year to proceed/
Cherie (11/14/2024, 5:28:35 PM): R12 161 100 182 transfer no
Cherie (11/14/2024, 5:28:53 PM): and i already gave you my birth date, i have no
idea why it shows different on the profile
Loui Jay (11/14/2024, 5:29:48 PM): We suggest to double check that next time to
avoid any issues in the future. Please bare with me while trying to check the
transaction if we can make any changes to it
Cherie (11/14/2024, 5:29:57 PM): alright
Loui Jay (11/14/2024, 5:31:06 PM): We double checked the transfer and as of the
moment we cannot make any changes yet since the account is still suspended. We need
to connect you first to our specialized team to handle the suspension.
Cherie (11/14/2024, 5:31:41 PM): well, go ahead then
Cherie (11/14/2024, 5:31:53 PM): it's already taking much longer than it supposed
to
Loui Jay (11/14/2024, 5:32:08 PM): I need your confirmation and commitment on this
Loui Jay (11/14/2024, 5:32:21 PM): Since you wants to push through with this
transfer.
Cherie (11/14/2024, 5:33:15 PM): you have my confirmation
Cherie (11/14/2024, 5:33:20 PM): or is there anything that i need to do?
Loui Jay (11/14/2024, 5:33:48 PM): Thanks for that, please stay on this chat
Loui Jay (11/14/2024, 5:33:55 PM): I will connect you to our specialized team
Cherie (11/14/2024, 5:34:03 PM): okay
Cherie (11/14/2024, 5:36:05 PM): how long it will take?
Edmar (11/14/2024, 5:37:53 PM): Hi this is Eds from Remitly! How can I help you
today?
Cherie (11/14/2024, 5:38:20 PM): hello, previous support agent told me this: We
double checked the transfer and as of the moment we cannot make any changes yet
since the account is still suspended. We need to connect you first to our
specialized team to handle the suspension.
Cherie (11/14/2024, 5:39:18 PM): i assume you're the representative of this
specialized team?
Edmar (11/14/2024, 5:39:23 PM): Sure, let me go ahead and further check the details
here on my end first
Edmar (11/14/2024, 5:39:26 PM): Hold on please
Edmar (11/14/2024, 5:42:48 PM): To verify your account my I know your Date of Birth
please?
Cherie (11/14/2024, 5:43:12 PM): it's 04/19/1996, but previous support agent told
me it's not what shows up on the file, for unknown reason
Edmar (11/14/2024, 5:44:41 PM): May I have instead the completed address including
the zip you registered on your Remitly account please?
Cherie (11/14/2024, 5:45:25 PM): 3481 sw pindo palm lane, palm city, FL, 34990
Edmar (11/14/2024, 5:46:52 PM): Thank you Cherie for verifying your account.
Cherie (11/14/2024, 5:47:30 PM): sure
Edmar (11/14/2024, 5:48:13 PM): You are making a follow up on your account right?
Cherie (11/14/2024, 5:48:48 PM): yes, I want to update my recipient's visa card
details, they already gave me another one
Edmar (11/14/2024, 5:51:12 PM): Sure, allow me 3- 5 minutes on this, Iĺl get back
to you afterwards.
Cherie (11/14/2024, 5:51:17 PM): alright
Edmar (11/14/2024, 5:54:50 PM): Due to limited information we can discuss through
chat we need to call you instead
Edmar (11/14/2024, 5:54:58 PM): Are you available to take a call now?
Cherie (11/14/2024, 5:55:09 PM): I'm at work right now, so i don't think so
Cherie (11/14/2024, 5:55:50 PM): why can't recipient contact you on their own and
update their receiving details?
Edmar (11/14/2024, 5:57:31 PM): Im so sorry but we need to verify information
before making any changes here.
Edmar (11/14/2024, 5:58:16 PM): You may contact us at +1 -844-604-0924 Local toll-
free (844) at your free time I suggest
Cherie (11/14/2024, 5:59:03 PM): so you charged my bank account while my remitly
account was suspended, transaction almost went thru, but now I have to do even more
stuff for what exact reason?
Cherie (11/14/2024, 5:59:34 PM): if i knew how bad your service was i would just
use another website for that
Edmar (11/14/2024, 6:02:56 PM): either which we can cancel the transfer and it will
be refunded on your bank account approximately within 10 business days or you may
call us at you most convenient time.
Cherie (11/14/2024, 6:05:07 PM): i still didn't hear the reason why all of that is
happening right now and why am i supposed to call you?
Edmar (11/14/2024, 6:06:40 PM): Again, due to limited information we can discuss
through chat and for privacy and policy concerns.
Edmar (11/14/2024, 6:06:49 PM): Hope this clarifies you well.
Edmar (11/14/2024, 6:07:00 PM): You may contact us at +1 -844-604-0924 Local toll-
free (844)
Edmar (11/14/2024, 6:07:06 PM): For further information and queries, you can also
visit our website @[Link].
Edmar (11/14/2024, 6:07:10 PM): Again, thank you for contacting Remitly, bye for
now!