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Business Profile

Payment Processing Services

Wise Payments Canada Inc.

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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  • Initial Complaint

    03/09/2024

    Complaint Type:
    Billing Issues
    Status:
    Unanswered
    My mom has transferred $10,000 CAD on Aug 16, 2024 from her bank account to my Wise Account. **** sent me an email on Aug 19, 2024 confirming they have received the funds and asked me to set up a transfer for the money they have received. They stated that if I dont set up a transfer in the next working day, theyll give me a refund anyway. I tried to set up the transfer by logging into my Wise account; However, there was no balance in my account. I waited a few more days and there was still no balance in my account. I called them and asked why there is still no balance in my account. They advised me to send them the Proof of Payment !!!I provided them with the Proof of Payment from the bank (an official letter from the bank) and screenshots of the sender's bank account showing them all the necessary information. They still have held the funds and have not released them either to me or refunded back to the sender.

  • Initial Complaint

    06/05/2024

    Complaint Type:
    Product Issues
    Status:
    Resolved
    I use Wise to perform business transactions for my business. I attempted a transfer on May 6, 2024, to move money from my Wise business account to my business's bank account. I have performed this very same transfer several times in the past with no issues. I put in the reason for the transfer, which was "Dream Yacht Charter revenue" and they halted the transaction because of the word "dream" in that reference comment. That's how intelligent their system is. I now have to wait 5-10 business days for them to review and release the funds. I do not have this time to wait as this is very urgent.

    Business response

    21/05/2024

    Hello ****,

    While our goal is to complete all payments as fast as we can, we’re a regulated financial institution and as such, we need to carry extra checks on transfers from time to time. This is a routine procedure to help us ensure we’re keeping our platform safe for everyone using (including you) while complying with local regulations.

    Do keep in mind, we always make sure to update you along the way, and you’ll know the status of your transfer at all times.

    You can read more about how long additional checks may take on a transfer in our FAQ Article Here: How long will additional checks on my transfer take? 

    Wise Team

    Customer response

    21/05/2024


    ****** ******** *******

    I have reviewed the response made by the business in reference to complaint ID 21671521, and find that this resolution is satisfactory to me.

    Sincerely,

    **** **********

  • Initial Complaint

    10/12/2023

    Complaint Type:
    Product Issues
    Status:
    Resolved
    On Dec 07, 2023, I used this website to send the money to my family member. However, the family member refused to recieve the money so they did not approve to recieve the money (they have to reply to an email/text msg to receive the money from me through the website). So, I requested to refund since the policy says “You can still cancel your transfer because we haven’t converted your money yet” I just screen captured this from my Transfer wise account. The cancel button is not working. So, I emailed to the WISE support team for refund. I told them that I am requesting you to CANCEL this transaction and REFUND MY $2000 CAD BACK TO ME. However, they sent an email saying that " we will send the money to the person you're sending it to. " The person refused to recieve the money and I am requestiong to refund. The WISE support team ignores my request for refund.

    Customer response

    13/12/2023

    ****** ******** *******

    I've just checked my bank account and they refunded me.

    Thank you. 

    ******* ****

  • Initial Complaint

    25/10/2023

    Complaint Type:
    Product Issues
    Status:
    Unanswered
    On 13 september 2023 wise closed my account and i filed a complaint to them , on 19 september they acknowledged my complain and responsed that they closed my account and i have to appeal for my funds, I have no knowledge of how their refund works so i added my friends account, i actually have my bank intl currency accounts but they dont send payments to my country again so i gave them the account of a friends, they never refunded and i got an email of final response and apology and a bonus for delay only for the messages to be retracted and claimed it was an oversight. I have all email proofs, i have 534 ,379 zar in my jar which i safe kept in the account of wise. since then it has been an uphill battle, please help me.

  • Initial Complaint

    09/05/2023

    Complaint Type:
    Product Issues
    Status:
    Unanswered
    I send almost $6000 to Wise on April 9th via Interac Email Money Transfer to their Interac email address, ****************. My bank has confirmed that the money was deposited in their account. They have somehow managed to lose my money. I have been jerked around for over a month now and they have not returned my money. I have been unable to get past the first level of their "customer service" and they are, as far as I can tell, accepting no responsibility for this issue. As far as I am concerned this is a COMPLETE and UTTER failure of their fiduciary responsibility to their clients. I want Wise to return my money IN FULL and correct the problems within their system to ensure that no more clients are defrauded in this manner.

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BBB Rating & Accreditation

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Contact Information

99 Bank Street Suite 1420

Ottawa, ON K1P 1H4

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Customer Complaints Summary

12 total complaints in the last 3 years.

7 complaints closed in the last 12 months.

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