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Complaint Details
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Initial Complaint
09/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am waiting for a refund from the university, in which the intermediary is flywire, the university reiterates that they have already deposited the money to flywire and that they have to refund me, and also gives me a reference number: **** ****** (Berkeley Extension)Sep 12, 2024, 1:41PM ******************************** confirmed your refund for MCELLBI X427 - 057 Current Topics in the Biosciences was issued directly back to Flywire. Flywire should reach out to you regarding the refund.The Flywire Refund Reference # is RUCK044AFB41. Flywire insists that they have not received the money, using the same email template. I want a refund asap
Business response
09/26/2024
Thank you for bringing this to our attention. This complaint is related to a dispute that the payer filed with the issuer of their payment method. This dispute opened a formal process between Flywire and the payment processor. If the dispute is resolved in the payer's favor, their payment processor, and not Flywire will refund the payer.
We are unable to disclose more details due to the ongoing dispute. However, we empathize with the payer's frustrations, and we are optimistic that we will be able to resolve the dispute soon.Initial Complaint
09/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We need to complain about a nightmare experience we've had with FlyWire. We made a payment to our daughter's student residence using FlyWire, as instructed by the residence company. The payment was sent on August 12, 2024, well before the deadline. However, FlyWire somehow canceled the payment, and the money was never sent to the final ****************'s the kicker: ******** confirmed that FlyWire received the money and provided us with a tracking number. Fast forward to today, September 16, 2024, and neither the payment has been completed nor have we received a refund.We contacted FlyWire customer service three weeks ago and was given a ticket number, *******. Since then, we've heard nothing. our bank followed up with FlyWire, and we're still left in the dark. We even had the final beneficiary reach out to FlyWire, but theyve been met with silence as ******* feels like our money has vanished into a black hole! We hope someone from FlyWire sees this post and takes responsibility for resolving this issue ASAP. This has been an incredibly frustrating experience, and we would appreciate any help in getting this sorted out.Business response
09/26/2024
Thank you for bringing this to our attention. This case has been escalated to our ***************************** team, and we are already working to resolve the issue. One of our managers is in direct communication with the payer. We will continue to work with the payer until the refund is completed.
Please note that this case is unique and does not represent the vast majority of Flywire refunds. Most of our refunds are completed in a timely manner. We recognize that this fact does not ****** this payer's frustration. We apologize to the payer for any inconvenience this case has caused.Initial Complaint
09/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I used Flywire to make a payment for an online French course I signed up for that was basically as scam so I asked for a refund after the first class. I was told that the refund would be made through Flywire directly. It took me over 2 months to get my money back after having to fight for it over numerous emails. When I got it, they actually withheld $65 from what I was owed without saying anything. When I emailed to ask about this they said this was because " we tried to send the refund to your Wise account twice before receiving the information that they would not accept the transfer from Flywire. For the first time we received the funds back, they charged 40 CAD on banking fees and on the second time, they charged 25 CAD on banking fees".The reason that **** did this is because they don't accept ACH payments. Nobody from Flywire told me this would be an ACH payment. If I had known this, I would've offered a different bank account to receive the refund from the start. I believe the Flywire mishandled my money and withheld information and I am owned the remaining $65. The level of unprofessionality with which I was treated by a company handling people's money is beyond comprehension.Business response
09/13/2024
We sincerely appreciate your feedback. We have reviewed your case and it has been resolved. If you need further assistance don't hesitate to contact us again.Initial Complaint
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
***************************, a customer rep who emailed us, is highly unprofessional. This is for the payment NTR393262866. We have made the same payments to the same institution for 4 years using the same bank code without issue, provided a screenshot from ********* that the payment was received by the intermediary bank, yet *************************** refuses to connect us to the manager to discuss what the issue actually is. Instead of monitoring their bank for payment, they send emails to customers causing tuition delays and late fees, even though they themselves dont understand what is going on. Im not surprised if FlyWire gets sued for their business conduct.Business response
05/13/2024
Dear ****
Thank you for your feedback. We are sorry to hear that you were unsatisfied with our response to this issue.Your case was escalated internally and our team will be reaching out today with an update. Please refer to that email for more information. You can respond directly to that email if you need further assistance.
If you have any further questions or feedback, please do not hesitate to contact us at ********************************* We are always happy to help!Best,
Payment Experience Team @ Flywire
Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Flywire has taken **** out of my account since October. I have no idea what this is and did not sign up for anything. I would one to get my money back. Its just *****, but still!Business response
02/05/2024
Hello *****,
Thank you for contacting Flywire. We are sorry to hear that you are unsatisfied with your Flywire experience.
We see that you are in communication with our Payment Experience team regarding this issue. Our team is looking into this issue and will communicate with you directly via email.
Thank you for your patience while we work to address this for you. Please do not hesitate to let us know if you have questions or need assistance.
Best,
Payment Experience Team @ FlywireInitial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Flywire who aquired ************* ** has fraudulently charged my personal bank account for $4.95. This was a direct ACH transaction. A fraud claim has been opened with my bank. I have attempted to call the business more than 2 times to get additional information. They refuse to assist or provide any details on to where the payment was posted to, what the services were for, or give any assistance on why they charged me. I have searched through 2 years of bank statements and this charge has never been made before. There were no services provided AND NO AUTHORIZATION was given for them to charge me. They will not assist in any way to find out where they got my information from.Business response
01/31/2024
Hi *******,
Thank you for your message. Were happy to further assist you with the charge on your bank account.
After careful investigation, we have located a payment plan that was activated on December 29, 2023 with ******-Elmshurt Health. You should have received a notification email on the same day to confirm the details of the payment plan, titled: "Payment Plan Activated: ********************* Health". You may need to check your spam mail folder, just in case.
Our records show that this charge has been reversed due to the dispute raised with your bank.
Please be advised that Flywire is a 3rd-party payment plan provider partnered with ********************* Health, and the $4.95 charge each month serves as our convenience fee. If you are unsure about this charge, we recommend to check this with the institution for more information. We will also be communicating this with ********************* Health who may arrange for someone to reach out to assist on this matter.
We hope that this helps to clarify! Thank you for your kind understanding.
If you have any other questions, please feel free to email ********************************* You can also visit our Help & Support Center to view our frequently asked questions or to initiate a chat.
Kind regards,
Payment Experience @ FlywireInitial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A customer of ******************** used their platform to forge fake invoices and then sent approval through stolen email account to withdraw $70,000 from my 86 year old mothers bank. Their compliance investigation department does not answer our emails. We receive emails from support saying someone will be in touch with us but they do not respond. Flywire has a huge problem if their platform can be manipulated by criminals who steal identifies and pay themselves through their platform. It should be easy to trace who sent the invoice and who was paid since it is obvious my 86 year old mother didnt owe anyone $70,000. Just because they hacked her email and approved emails they sent to themselves does not make it valid. Flywire does not have a legitimate compliance process to handle my claim.Business response
11/01/2023
Regarding the potential return of funds:
The bank statement that has been provided lists individuals named ************************* and *********************** as accountholders, but makes no mention of an individual named *********************. Because **** is not an accountholder, we will need her to verify her identity and her relationship with the accountholders. If **** is able to provide any sort of documentation showing that she has conservatorship over **** and/or *****, that would be ideal, however in the case that she does not have conservatorship we will at the very least need copies of all three individuals photo IDs as well as any sort of official document that **** is willing to share showing that she is ***** daughter.
Additionally, we should request that **** ask **** to contact Flywire through either the email *********************** or the phone number ***************) listed on the bank statement to confirm that **** is handling the situation with ***** permission. We understand that the email address appears to have been compromised, so using the phone number would be best to allay any apprehensions that we have. Having **** contact us directly would also clear up any concerns that we have regarding the possibility of elder abuse.
Once we have confirmed ****'s identity, we will be able to have a much more open conversation with her regarding the return of the funds in question. The most effective way for her to ensure the return of the funds in question will be if the originating banking institution files formal disputes/chargebacks for the transactions. **** mentioned in one of her phone calls that she has previously disputed the transactions, however we have been unable to find any correspondence related to these disputes listed in Zendesk. The compliance department would appreciate if **** could provide documentation confirming that Aidas banking institution has formally disputed the charges. In order to expedite the process, it would also benefit **** to request that they file said disputes again.
Regarding investigating the potential fraud:
Unfortunately, Flywire is limited in the amount of information it is allowed to share regarding investigations of this nature due to federal regulations in *****************. We will be unable to share a great deal of information regarding our investigation with **** directly.
**** has mentioned in previous phone correspondence that she has filed a report with the ************** of Investigations: it is unclear based on her wording, whether she is actually in active contact with the *** or if she simply filed a report and is waiting to hear back. If it is the former, we recommend requesting that her contact with the *** reach out to Flywire via the instructions in the following link: ****************************************************************************. If it is the latter, we recommend filing an additional report with local law enforcement and requesting that they contact Flywire through the same method listed above.
Law enforcement contact will be able to A) established dialogue with Flywire and facilitate the filing of a subpoena for the relevant case information, B) assist Flywire in confirming Lisas identity and relationship with the accountholders, and C) assist with convincing the relevant banking institution to file additional disputes for the transactions in question.
Thank you.Customer response
11/01/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
09/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Flywire processed a transcation for me on the 11th of July 2023 with ID ************. On the 7th of September I got an email notification that a chargeback was requested and that a refund would be made. I spent the entire day and the next sending emails back and forth with '*****' even forwarding emails with my bank stating that no chargeback or dispute was requested. ***** kept insisting that one was made by the bank, I requested documentation proving this and I was sent something that meant nothing. Today 15th September I received an email stating that a refund has been made. Again all of my banks have not received any refund, and neither have I. Is flywire now a fraudlen institution? I am in school, this has a lot of negative effects to my being here. Can someone actually explain to me what is happening? I am very confused and frankly angry and helpless.Business response
09/18/2023
Dear Uchechukwuka,
We appreciate your feedback and we are sorry to hear that our process has not been quite clear and is impacting you. Usually a chargeback is requested by the account holder or by the bank itself (without the request of the account holder). We understand you have been working with your bank that have confirmed they have not done as such; on our end, we are gathering all the necessary details that will help in explaining your case to you in a more concise way.
As this is a sensitive case that would require a more in depth answer, note that we will not be addressing it under this inquiry. Instead our team will communicate directly with you on the ongoing email thread; and if you need more clarification or have additional questions, then you can reply directly to the email.
We kindly ask as well to be aware that we are also working with our banking partner relaying your feedback to them so that they can continue their investigation. As such please expect that our answers won't be by the minute, however we will make sure to reply to you to keep you updated throughout the process.
Best,
Payment Experience Team @ FlywireInitial Complaint
05/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We used Flywire to pay for a friend's college tuition. Our friend was unable to attend, and the college returned the money back to Flywire. Flywire reach out to initiate the refund via computer generated email on April 21, 2023. I have been proactively in communication with support to provide the information to have the funds returned. Flywire has a separation between support and the refunds department. The support team cannot transfer me to the refunds department and they have no number. It's now May 3rd, and frankly they are slow to move to transfer the funds back. I have sent email providing detail information they need, but support can't provide additional help since they do not do refunds. It's a complete joke. I have seen other complaints - and Flywire always seems to have just he perfect response. But bottom line they don't move fast in returning your funds. But they move quickly to receive your money and take profit from currency rate exchange... COMPLETE FRAUD... I can't wait for their replay - saying how they have tried and read through my history... Flywire - its better if you can return back my money - vs a response..Customer response
05/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a payment to Flywire Corp. for my daughter's college application fee. The payment ID associated with this transaction is SYK237079281 - $75.00 application fee. The payment represents a $50.00 application fee and a $25.00 administrative fee to be retained by Flywire Corp. The initial payment I made on 10-31-22 was not processed with my bank due to insufficient funds. I reinitiated the payment on 11-1-22 and my bank verified receipt of the payment by Flywire Corp on 11-8-22. Flywire Corp did not provide the funds to the University intended. The University contacted us on 11-11-22 indicating we would need to pay the application fee before they would review her application. I responded to the University immediately that payment was made via Flywire and then reached out to Flywire to find out what happened.Initially, on my first call to Flywire I spoke with a friendly and helpful agent who went above and beyond to help me. She indicated that she would need to issue a support ticket and walked me through the documentation I needed to send. The bank I made the payment through is a popular online banking service. I explained I made the payment through "bill pay" from my existing checking account. I sent her a screenshot indicating the account name and account number. I also included the payment receipt from the Bill *** section of my online banking account. She assured me this information was sufficient and expressed that due to it being a banking holiday (11-12-22) the issue would be investigated the following Monday and was hopeful the matter would be resolved no later than the end of the next week. Unfortunately, the issue is still not resolved on 11-21-22. I offered to do a three way call with a banking representative to verify the details but Flywire declined. I made the payment to the University through a different account and method but I am out the money paid to Flywire with no recourse to get my money back.Business response
11/28/2022
Dear ********,
We are sorry to hear that you encountered an issue with your payment while using Flywire's services, and we apologize for any inconvenience this may have caused you.
After reviewing your case, we see that we have an ongoing email thread with you where we have been keeping you informed regarding the documentation needed and status of your payment. To reiterate, please note that as we have not received your funds, hence we cannot process your payment to your institution.
Please keep in mind as well that for this payment, you selected the Bank transfer method for which we provided you with our banking account details to wire the funds, however you made the payment as a BillPay. The issue with Billpay is that many times banks send paper checks which we do not process; you did mention that the bank made the payment via ACH, however you have not provided the documentation to support that.
As a global payment processor, we unfortunately do need detailed receipts in order to do an investigation with our bank so they know the specific transaction we are inquiring about. Though you provided different screenshots, you never provided the exact one our team has requested many times until 11-22-22.
In regards to having a three way call with a banking representative, our agents usually declined as most banks would also decline to discuss with an outsider. We see you spoke with a manager yesterday with whom you attempted a three way call, and the banking representative did confirm they are not allowed to do a three way call, as such they did not provide much insights during the call.
We can understand the frustration you must be feeling as you had to make another payment to the institution, however, with the documents you did provide, our bank confirmed that those funds did not reach our account or at least have not reached them yet. We do recommend that you work with your bank directly in order for them to recall this transaction, or provide you any further details on how they completed the transaction and we would be happy to reopen the investigation with our bank with the new details.
In the meantime, should you have any additional questions, please feel free to reply to the ongoing email thread you have with our team and they will certainly address them for you.
Best,
Payment Experience Team @ Flywire
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