Complaints

This profile includes complaints for Wise US Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Wise US Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Wise US Inc.

  30 W 26th St Fl 6 New York, NY 10010-2073

• 

  Wise US Inc.

  366 Adelaide St W Scarborough, ON M1V 1R9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7th I sent a transfer to an incorrect vendor on Wise app. The company I am using to make payments to a wedding in ******, Vivid Occasions was the intended recipient. Vi Vo popped up and was sent to instead. This was my first payment. *** requested the funds be returned 11 different times. *** filed complaint with **** and they continue to tell me they are investigating but would never give me any information about the *************. I wouldve gladly contacted them or my bank even offered to help me with this as I was going to report fraud. I received nothing in return for a $2000 payment to a company I couldnt even tell you what they do. Ive tried to look them up and cannot find any solid contact information.

  Business Response

  Date: 05/08/2025

  Hello, 
  
  Wise processed the payment in question according to the instructions originally provided to us. We understand this payment was not made to your intended recipient and as such we initiated a recall, which was successful. Your money has been refunded in full. For more information, please review the response sent to you via email on the 8th of May 2025. 
  
  Wise Team

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has been a ******** customer for years. Our wise id is: ********* On March 31st, 2025 went online to the wise account and realized that wise blocked it. They demanded social security numbers for me and my business partner. After providing them information, their webisite informed me that it is incorrect. I attempted to corrrect the data but the site blocked my attempts and told me to contact wise. I called wise on on ***** and wasted an hour trying to get an agent on the phone. An hour was wasted. I had a bit more luck on *****. The agent I got on the phone after half hour told me that he is not able to resolve my case and needs to transfer me to a supervisor, after an hour on the phone I did not get a supervisor. Over years the service of the company and the bureaucracy got so much worse. Definitely would advise anybody against trusting financials to a company which does not have strong technology and customer service. At this point a stable bank or bitcoin seem as a much better options.

  Business Response

  Date: 04/14/2025

  Hello, 
  
  Thank you for sending us your complaint and we are sorry to hear our services did not meet your expectations. We appreciate your feedback regarding your experience with Wise. 
  
  We have reviewed your complaint and sent you a response to your registered email address. For more detailed information or additional support, please refer to the complaint response emailed to you. 
  
  Thank you, 
  
  Wise Team
  

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3.26.25 company took money from my account to transfer to an oversees account. They said it would be done immediately. The next day, the website said it was waiting on money from me. Later that same day, the money was withdrawn from my account.when I tried to call the company, they refused to pull up my account. They said I had an incorrect name, although I gave them their account number. Called again, and they made me spell my name several times. The company is now holding my money and said they won't be able to release for another 5 days. They did my previous transfer same day with no issues and now they said my money is just floating out there waiting to come through, but my bank said the money has already been transferred and they can't claw it back.

  Business Response

  Date: 04/09/2025

  Hello,

  We want to move your money as quickly as possible. While we work on your payment, you can always see an estimate of how long itll take for us to complete your transfer. Do keep in mind this estimate can change depending on a few factors, such as the currencies youre sending, when and how you are paying us. If we need more time to work on your payment, the estimate will be updated as well.

  You can learn more about that here: How long does a transfer take? | Wise Help Centre    
  

  Wise Team.

• Initial Complaint

  Date:03/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Wise (formerly TransferWise) for unjustly closing my account without warning or a clear explanation.On January 1, 2025, **** suddenly closed my account without prior notice. I used Wise exclusively for legitimate business transactions, including receiving payments from Amazon Handmade and paying for essential services.When I contacted **** for an explanation, they refused to provide any specific details, only stating that my account was closed due to "compliance with regulations." However, they did not specify which regulation I allegedly violated, nor did they offer any opportunity for me to correct any issue.On March 19, 2025, **** sent me a final response, again refusing to clarify why my account was closed or reconsider their decision. They ignored my request to open a business account through *********, which I was willing to do to ensure full compliance with their policies.Why This is Unfair:?? **** never warned me or gave me a chance to fix any issues.?? They refused to specify which rule I allegedly broke.?? I relied on Wise because my local banks in ******* impose strict limits on international transactions.?? I was willing to comply, but **** refused to reconsider.?? Their decision has financially harmed my business.Requested Resolution:I request that Wise:Reopen my account OR provide a detailed reason for the closure.Allow a fair appeal process for customers instead of permanently banning accounts without explanation.Improve communication and transparency regarding account closures.I believe Wises handling of this matter has been unfair and unprofessional, and I seek a fair resolution.

  Business Response

  Date: 04/01/2025

  Hello ********
  
  We understand having your account closed is frustrating. Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. Rest assured, this is only ever done due to conflicts with our Terms of Use. As we mentioned in our complaint response letter, your appeal was reviewed and the decision was made to keep your account closed. We've shared your escalation options and if you do not agree with the decision made, you have the right to escalate your complaint further to the ******************************* Their contact details are in the final response you received on the 19th of March 2025. 
  
  Kind regards, 
  Wise Complaints Team

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Wise (formerly TransferWise) regarding their unfair and unjustified actions of disabling my business account and holding my funds without notice, explanation, or response.I operate a legitimate business registered in the **, and my Wise account has been used solely for lawful business transactions. Since March 13, 2025, **** has disabled my account without any prior notice and has withheld my funds, which amount to approximately $50,000. I have submitted all required documentation to verify my business and transactions, yet I have received no updates, explanations, or responses from their support team despite multiple attempts to contact them.This is highly unprofessional and unethical behavior, as it has caused severe financial disruptions to my business operations. Wises failure to communicate or provide any resolution is unacceptable, and I demand the following immediate actions:1. Reopen my Wise account so I can resume normal business operations.2. Release my funds without further delay.3. Provide a clear and justified explanation for why my account was disabled and my funds were withheld.If this issue is not resolved promptly, I will be forced to escalate my complaint to regulatory authorities, take legal action, and explore all available avenues to recover my funds and hold Wise accountable for their actions.I request the BBBs intervention to ensure Wise acts responsibly and professionally in addressing this matter. Please let me know how I can proceed with this complaint further.

  Business Response

  Date: 03/27/2025

  Hello,
  
  We understand having your account closed is frustrating. We have reviewed your complaint and sent a direct response to your registered email address with more information regarding the closure of your Wise account.
  
  Please see the letter sent directly to your registered email address.
  
  Wise Team

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** asked for documentation upon receipt of an inbound domestic ******* transfer via ACH. **** proceeded to freeze access to these funds and all current account funds held until documentation was submitted. Once documents were sent, they took 2 days to review the information while continuing the freezing of all account assets. I was then asked for further documents to be submitted which I complied and sent another set of documents. The next day I was told that the account has been closed and all account funds continued to be frozen. I submitted a form to have the funds returned and currently the funds have not been returned and are still not accessible.

  Business Response

  Date: 03/28/2025

  Hello,
  
  Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. Rest assured, this is only ever done due to conflicts with our Terms of Use. 
  
  We share more information regarding account deactivations here: *************************************************************************;
  
  For more detailed information, please refer to the complaint response emailed to you.
  
  Wise Team.

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have provided all the required documents to **** in order to file a dispute, but they have refused to proceed. This is a breach of the Mastercard Cardholder Agreement, which outlines my right to dispute unauthorized or incorrect transactions. Despite following the necessary steps and supplying all requested information, **** has failed to fulfill their obligations under these terms.

  Business Response

  Date: 03/21/2025

  Thank you for taking the time to let us know about your concerns which we have summarised below:
  
  You are unhappy that **** decided not to proceed with chargeback and did not issue the refund following your dispute about transaction ********** despite providing sufficient documents.

  Investigation

  We are sorry to learn about the circumstances that surround the case and understand that going through a situation like this may be overwhelming so we will do my best to make sure that we explain the situation from our side as clearly as possible. 

  We appreciate your cooperation and for providing us with the latest communication with the merchant. However, unfortunately, after investigating, we found that the team cannot proceed with the chargeback due to a lack of required information. 

  Please note that we could not confirm your reported transaction as unauthorized. This is because our checks did not show any issues with your payment to this merchant and we could not have submitted the chargeback related to unauthorized payments. 

  We understand your frustration over Wise requiring supporting documentation about the dispute. However, **** requirements state that we must have documentation proving the refund receipt or its confirmation containing the date the refund was issued, last 4 digits of the card and the refunded amount. Please note that all the documentation requested above is required by ****'s guidelines in order to have a valid case. Without all of it, unfortunately, they couldnt proceed with a dispute, as the case would be invalidated by the scheme rules and therefore rejected by **** due to insufficient proof. 
  
  We notified you that given lack of evidence we were not able to file a chargeback for your dispute. Unfortunately, since the refund receipt or confirmation were not provided, the team did not have sufficient evidence to file the dispute. In section 5.10 of Wise Card Supplement, we highlight that **** has the right to not proceed with the chargeback if we have not received sufficient information regarding the dispute. Regrettably, as the timeframe for the chargeback has now passed, we are unable to proceed with your request (120 days from the transaction completion). 

  We understand how frustrating this situation must be, and we empathise with the inconvenience it has caused. However, we followed the correct procedure from ****** side in managing your dispute.

  We sincerely acknowledge the concerns you have shared with us. After a thorough investigation, we regret to inform you that we are unable to uphold your complaint. This is due to the lack of required information and the deadline, which prevent us from submitting the chargeback. Additionally, **** can only rule based on the guidelines outlined in the chargeback process and cannot consider instances outside of these parameters.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against ****, an international remittance service, regarding their refusal to refund a fraudulent transaction and their inadequate response to subsequent extortion threats I have received.Incident Details:Date of Transaction: December 24, 2024 Amount Transferred: $300 Recipient's Name: ***** ****** Recipient's Location: ******** Wise Transaction Reference Number: ********** On the specified date, I was scammed by an individual named Tasawar *****, who coerced me into transferring $300 via Wise. Following the transaction, *** ***** has continued to extort me for additional funds and has issued threats against my safety.Attempts to Resolve:I promptly contacted ****** customer support to report the fraudulent transaction and provided all pertinent details. Despite my efforts, **** has declined to issue a refund, stating that they are not liable for transactions authorized by the user, even in cases of fraud. Their response has been unsatisfactory, and they have not offered any assistance. I have asked numerous times to escalate the matter to a supervisor or malicious department and they refuse to allow me to have contact with any supervisor or other department.Impact:This situation has caused me significant financial loss and emotional distress. The ongoing threats have left me feeling unsafe, and ****** refusal to address the issue has exacerbated my predicament.Desired Resolution:I seek the Better Business Bureau's assistance in holding Wise accountable for their lack of support in this matter. Specifically, I request:A full refund of the $300 transferred during the fraudulent transaction.A review of ****** policies and procedures concerning fraudulent transactions and customer support in such situations.Thank you for your attention to this matter. I am prepared to provide any additional information or documentation required to support my complaint. Please allow to to provide proof of scam if req Sincerely,******** *******

  Business Response

  Date: 04/02/2025

  Hi ********, 
  
  We appreciate you bringing your complaint to our attention and we're sorry for the situation you are in. We have sent you an email offering a solution to your complaint and look forward to your reply. 
  
  Best, 
  Wise Complaints Team

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found an apartment that was listed online. The leasing agency has a website and everything checked out. I signed a contract, sent images of my personal documents, and sent $700 to pay for the deposit. When I showed up to get the keys, no one was there and when I called the number, they blocked me I contacted **** to tell them I had 2 fraudulent charges on my account. They did nothing to return my money.When I escalated the issue with my bank and they returned one of the two payments, **** sent a collection agency after ***** this point, a refund of the money is not enough to cover the monetary and emotional damages. I have been on the phone for hours trying to talk to someone at Wise who can help me but they just transfer me to people who never pick up the phone or they say they can't help me because they deactivated the account or they just hang up the phone.

  Business Response

  Date: 03/13/2025

  Hello,

  We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. Based on an investigation into the customers concerns, we have determined that they were unfortunately the victim of a scam. We have taken internal action regarding the recipient account details in our system to prevent further fraudulent behavior by the scammer through our platform. After investigating we will be sharing liability of the lost funds with the customer.

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account got deactived 2 years ago ever since I run after them to get my balance!first they made me go several times through selfie verification although each time its approved they restart the process to gain time. then they claimed they cant pay to the ******* account I provided! after I provided another account they started to ghost me fully and this is since months now!they just hope people give up so they can keep your money! this company must be shut down. full scam!

  Business Response

  Date: 02/27/2025

  Dear ****************************** find attached our Final Response and the Transfer Receipts of the attempted refunds. All three attempts were unsuccessful as the refund details provided by the customer can not accept funds. Thus until we receive refund details which can accept funds, there is nothing we can do.