I was trying to send money to family via remitly.
The payment was declined and the card stopped. I went through the procedure to confirm that it was me. Card was unblocked. I tried to make the payment again. Nope. Again. Nope.
A total of 9 times (spaced out to avoid repeated attempts over a short period of time being an issue).
No, no, no, no, no, no, no, no, no.
After the first couple of tries I got on the chat with them. Went through security. I asked them what was the problem. They suggested I tried sending a lower amount. I did. Nope. Lower again. Nope. Lower again. Nope. (Allowing time between each attempt)
Back on chat and I'm told I could send the money through them.
Yeah. Piss poor exchange rate plus fees. Fuck off.
Totally fucked off now I made a complaint along the lines of please explain to me why, having verified that I am indeed the account holder, you have decided I am not allowed to use remitly to send my money to my family.
I got this.
Thank you for your patience while I’ve looked closely at what’s happened.
My understanding of your complaint is that you are unhappy that multiple payments were
declined and you don’t know why.
I have checked our system and can see you have had multiple transactions to the same
company declined. This payment has been declined due to bank policy which are in place to
protect you as well as the Bank. We are unable to go into the details of why the bank has
declined it I am sorry for any frustration this causes. I can see you have spoken to our fraud
team and they unlocked your card for you, you can try this payment again but there is no
guarantee this payment won’t be stopped again
Whilst I naturally regret the underlying circumstances which have prompted your complaint,
following my investigation, I am unable to agree an error has been made.
Thank you for sharing your experience and giving me the opportunity to blah blah blah
If you work for RBS I would love to know what this super secret policy you have is that you enforce without allowing customers to know what it is.