ComplaintsforWise US Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I transferred my money from my ******** account to my Wise account and they are not willing to give me my hard earned money that I worked hard for. It is unlawful to take this money when it is mine. I keep calling/emailing them but they keep saying they will give it tomorrow but then nothing happens. What god do I have to pray to? I am now in debt because I am not able to use the money to pay my bills. Why can't I just have my money? What law allows you to take my money like that? Transfer number: #********** Amount: ***** USD

  Customer response

  07/30/2024

  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried Wise to transfer $30.48 to MyUS.com on July 15. They asked my further information after to confirm my transfer, I did. But, its already ***************************************************************************** results I have to pay late fees $13.75 because Wise didnt process my payment. I already asked them about refund my payment many times, all they can say is wait and wait. I want Wise to be responsible about I got charged late fees.

  Business response

  08/02/2024

  Hello!
  
  While our goal is to complete all payments as fast as we can, were 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 were keeping our platform safe for everyone using (including you) while complying with local regulations. We have quoted the relevant Customer Agreement sections for you in our official response document for more details.
  
  We have found that you had been correctly notified about the expected timeframes when the due diligence check began. Nevertheless, although your complaint has to be refuted, we have decided to reimburse you for the ***** USD late payment fees that you have mentioned, as a goodwill gesture.
  
  With genuine regards;

  Wise Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I use the Wise debit card provided by this business. Im on vacation in another country and Im at the store. I go to use the card it kept declining, so I go to check to see if the card is locked and my card is no longer there. I called Wise customer service and they told me my card had been blocked and deactivated and that I would have to order a new card. They informed me that there was no information as to why the card was blocked by **** and there is nothing they can do to reactivate my card. So now Im in a foreign country with no access to my debit card and no way to get a replacement as that could take ******************************************************************************** a reason as to why they blocked it in the first place? You cant leave people stuck out in a foreign country like this without no explanation and say theres nothing that you can do.

  Business response

  07/25/2024

  Hello ******,

  Thank you for the opportunity to review your complaint. 

  We would like to inform you that, unfortunately, we do not support Wise card transactions to certain merchants. This restriction is due to a variety of reasons, including regulatory requirements and internal policies, designed to ensure the safety and integrity of our services. Our system is programmed to block transactions to specific types of merchants that are deemed high-risk or fall under restricted categories. We understand that this can be inconvenient, and we assure you that these measures are in place to protect your funds and personal information. If you encounter a blocked transaction, we recommend using an alternative payment method or contacting the merchant to inquire about other accepted forms of payment.

  Nonetheless, we understand and empathize with the frustration caused by this automatic action, especially given that it occurred without prior warning or a specific reason. While we recognize the inconvenience this has caused, please rest assured that the block was not due to any deliberate action or particular issue with your account.

  We appreciate your understanding and patience as we work to maintain a secure environment for all our customers. If you need further assistance or have any questions, please do not hesitate to reach out to our Customer Support team.

  Wise Team

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** withdrew the funds from the account of US Consulting on Wednesday, July 10,2024. They claimed they didn't have it, however, that is incorrect. They were contacted regarding the withdrawal and non-delivery to the recipient, but claimed they were waiting for the money and would transfer it on Monday, July 15, 2024 after they received it. They charged fees for this transaction, held our money for 5 days - I assume they are benefiting from that in some way - somehow had no idea how long it would take but were able to say exactly when it would be sent. We want our fees of $13.31 back for this transaction at the least.

  Business response

  07/18/2024

  Hello ******** and *******,

  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. In your case, it took a little longer to receive your incoming ACH payment, and we immediately advised you of the delay via email.

  Wise aims to complete all transfers as fast as possible, but delays can happen for different reasons. In general, ACH payments can take up to 4 working days to clear. Your payment can take longer to process because of the time its taking to reach us from your bank. Unfortunately, theres no way for us to speed this up.

  Its always challenging to deal with unexpected delays, especially when youve previously experienced quicker processing times. Your concern is completely valid, and we appreciate your patience as we navigate these occasional delays.

  Wise Team

  Customer response

  07/29/2024

  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

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My account was shut down because the sender had reported us as a "Fraud" due to incomplete transaction after the payment was paid to us. ****** reported the transaction too quickly and did not wait for our response as we are willing to refund the money on wise. The sender is now accepting to withdraw their claim on wise and also requested **** to drop the case and they admit it was not fraud.We did an appeal to retrieve our account 6 weeks before but there is not response in investigation from Wise.**** has shutdown out our account and holding all of the funds under Wise account. Please release our funds and reactivate our account.

  Business response

  07/19/2024

  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 here: ************************************************************************************************;
  For more detailed information, please refer to the complaint response emailed to you.
  Wise Team.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 21 2024 I send $2000 to a recipient using wise to the wise account. After waiting few weeks I believed I had been scammed and I reported the transaction to wise. **** immediately terminated the recipient account and held all funds that were under the recipients account . It was my mistake to report the account as a scam . The recipient actually agreed to refund tye funds from wise but their account is terminated and no longer have the access to wise. I have been emailing and phone calls to wise to cancel my fraud claim and resume the recipient account or just refund the money to the account it was sent from but wise is just sitting on my funds.** The recipient already filed an appeal 6 weeks ago and wise did not reach out to the recipient even once for further investigation. *** deactivated account details that needs to be restored and activated. ************************** At this point I just want wise to withdraw my scam report as this was done on error and mistake.

  Business response

  07/22/2024

  Hello,

  We have prepared a response for your complaint.
  
  In the event you would like to submit this case for independent adjudication, we have included the contact details for the ************************************ (CFPB) and links to state regulators at the end of this message.
  
  Complaint summary 
  
  You are unhappy because you previously reported transfers as fraudulent. Following your claim, the recipient was prevented from receiving funds through Wise. However, you now wish to withdraw your claim and for **** to reactivate the recipient. 
  
  Investigation
  
  Following your claim and later the withdrawal request, we have evaluated your case and the recipient on multiple occasions. After evaluating all the provided information, our team has decided that our decision on the matter remains unchanged. Unfortunately, due to the way that Wise is regulated as a financial institution, we cannot share any information in regards to specifics of the case.
  
  We previously advised you that the recipient can submit an appeal for us to review their account. Please note that as per our privacy policy we cannot share any information about other Wise users to 3rd parties. In this case, the information and the decision about the appeal will be directly addressed to the recipient. Further communication about the recipient's account will be strictly done between Wise and the recipients and no information will be shared with any 3rd parties.
  
  Outcome of Complaint 
  
  The decision on this case was done in agreement with our different regulations and the Terms of Use. Any further communication about the recipients account will be done directly with the recipient. In this case, we cannot uphold your complaint.
  
  Contact details
  
  If youre not satisfied with this response you have the right for independent arbitration. In the **, you can make a complaint online with the ************************************, or your state regulator. 
  
  Website for CFPB: ***********************************************;
  Find your state regulator: *********************************************;
  

  
  

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   If they cannot reactivate the receivers account that I had sent money to then wise should refund my money to the account it was sent from. I am losing $2000 as it's currently being held by ****.  Please share instructions for refund .

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   That is correct but the recipient does not have access to the funds as Wise is still holding the money and the recipient account is still De- activated.  Recipient wants to refund the money back to me back they do not have the funds. If wise agrees it was not a fraudulent account then why are you not releasing the funds to the recipient? This is total *** as it has been over 2 months now for this case.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  07/25/2024

  Hello,
  
  As we are talking about another Wise account, we kindly remind you that as per our privacy policy we cannot share any information about other Wise users to 3rd parties. Any communication about the refund of the remaining balances will be done strictly with the recipient, as it directly involves their balances. In case you have any question about the dispute you and your recipient appear to be having, we advise you to contact your recipient and resolve the issue directly. As mentioned earlier, **** does not have the ability to be involved in disputes between senders and recipients.

  Kind regards,
  

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we created a wise account for our business and we created the account and paid the $31 fee that they charge for account upgrade for USD account details. After a few hours we started getting emails from them that two owners cannot the same account. so we told them that we can switch the owner information. they made this in such a huge deal and been beating around the **** for almost a week now. we are extremely disappointed in their service. On top of that, there's no way to get in touch with them without having your account and they have deactivated it. when we call them they say they are not going to tell us what happened and why they deactivated our account. We would like to get our money back and would never recommend anyone to use this s***** service.

  Business response

  07/25/2024

  Hello *** and ********,

  We understand that having your account closed is frustrating, but rest assured this action is never taken without reason. Accounts are only closed when there are conflicts with our Terms of Use. In your case, we needed to complete due diligence checks before initiating the refund of the 31 USD you paid for your business's USD account details. Once these checks were completed, we refunded the 31 USD to the original payment source on July 17, 2024. We appreciate the opportunity to review your complaint and hope you find another solution for your international business transfer needs.

  Wise Team

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had 2 autopays that was set to pay on 6/29/24. One was paid but the other was put on hold. Transfer number#********** was put on hold. I uploaded our bank statement several times but still no money was sent. Your company took our money but are not paying the recipient. I need an answer quickly.

  Business response

  07/11/2024

  Hello *****,

  
  While our goal is to complete all payments as fast as we can, were 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 were 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 youll know the status of your transfer at all times.

  
  Wise Team

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am expecting a refund of $318 from another horrible company (Wellness Living LLC). It took months to get them to agree to refund my money that they were not supposed to take out since we'd asked to close our account. When they initially told me that that refund was through ****, I did some research immediately and informed them I refused to set up an account with the Wise platform since according to many complaints, **** doesn't release the funds to the client. The representative *************, asked me for my banking account information to do a direct ACH transfer. After providing them my checking account information and checking back with them multiple times about the refund, they informed me they were refunding through Wise. I don't even HAVE AN ACCOUNT. Apparently the horrible *********************** created the account for me! That should be illegal!!! When I tried to reach Wise through email and phone, they never respond and they don't answer the phone. This is ridiculous! There is no way to reach them!----***** ******************** *** ***** ** **** *** *** *** **** ******* ******* **** ******** ***** **** ** ***** **** ******** ******* ******** ** ***** **** **** *** *** ***** ** **** *************************** ***** ********* ************** ****** ***** *** **** *** ************** *** ** ******* *** ****** ****** *** ***** *** ** *** **** **** **** ** **** *** ** ***** *** **** **** **** ** *** **** * **** *** **** ****** ** ***** ****** **** ** ** ** ******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Someone hacked me and they knowingly know about the matter but refuse to refund or credit me due to no other email being hooked up when I jus changed my email back 4 days ago

  Business response

  07/15/2024

  Hello *****,

  We have prepared a complaint response for you.

  In the event you would like to submit this case for independent adjudication, we have included the contact details for the ************************************ (CFPB) and links to state regulators at the end of this message.
  You can find the Terms of Use that applied to your Wise account at the time of your transfer in the email attachments, as we have recently updated them and the previous version is no longer available on Wises website.

  Complaint Summary 
  You are unhappy that someone took 165 USD after hacking into your Wise account, and they refused to refund you. To make this right, youd like us to refund you.
  

  Timeline of Events
  20 December 2023: You set up a scheduled transfer for 165 USD to ************************* at 10:23 UTC. We emailed you to inform that your scheduled transfer was set up - Your transfer of 165 USD to ************************* has been set up successfully. That means the money will come off your USD balance on 23 December. 
  21 December 2023: We sent you a reminder email at 14:38 UTC - Your transfer of 165 USD to ************************* will go out in 2 days. The money will come off your USD balance. You can cancel this scheduled transfer from your account before 08:38 CST on 23 December.
  23 December 2023: Your scheduled transfer #********* was sent out at 14:38 UTC to the recipient bank.
  28 June 2024: You emailed Customer Support and said that your account was stolen and money was taken. You said that you just got your account back and someone had accessed your password last year and took your money.
  01 July 2024: We received your complaint from Better Business Bureau.
  02 July 2024: Our fraud team informed you via email that we have conducted a thorough investigation and were unable to detect any unauthorized transactions or suspicious activity linked to your account. As a result, we are unable to process a refund for the reported transfer at this time. We also advised that you file a police report regarding this incident to assist in further investigations.
  03 July 2024: We acknowledged your complaint.

  Investigation 
  From Wises side, we completed your transfer ********* as per scheduled in your account. It was a scheduled transfer set up on 20 December 2023 to be sent to the intended recipient on 23 December 2023.

  However, you claimed that someone had access to your account and the transfer was unauthorised. According to the section Protection from Unauthorized Transactions in our Terms of Use, we will cover the loss for any unauthorised transaction that happened without your knowledge:

  TransferWise will protect you from unauthorized activity in your TransferWise Account. When this protection applies, TransferWise will cover you for the full amount of the unauthorized activity as long as you cooperate with us and follow the procedures described below.
  What is an Unauthorized Transaction?
  An Unauthorized Transaction occurs when money is sent from your TransferWise Account that you did not authorize and that did not benefit you. For example, if someone steals your password, uses the password to access your TransferWise Account, and sends a payment from your Borderless Account, an Unauthorized Transaction has occurred.
  What is not considered an Unauthorized Transaction?
  The following are not considered Unauthorized Transactions:
  If you give someone access to your TransferWise Account (by giving them your login information) and they use your TransferWise Account without your knowledge or permission. You are responsible for transactions made in this situation. Invalidation and reversal of a payment as a result of the actions described under Reversals and Chargebacks.

  Our team had looked into your claim and thoroughly investigated your account to conclude that there was no suspicious activity. Unfortunately, the outcome still remains as per advised to you previously. Based on the available information we have, we could not establish any unauthorised activity on your account back then when the transfer ********* was set up and sent to the intended recipient. We are sorry as this is not the response you are looking for and we are unable to assist further on this.
  

  We strongly encourage you to file a police report regarding this incident to assist in further investigations.

  Outcome of Complaint 
  In this case, weve decided to not uphold your complaint and will not be compensating you the requested amount. We have checked and determined that this transfer was not unauthorised.
  
  Contact details
  If youre not satisfied with this response, you have the right for independent arbitration. In the **, you can make a complaint online with the ************************************, or your state regulator. 
  Website for CFPB: ***********************************************;
  Find your state regulator: *********************************************;
  
  Best regards,
  *****
  Complaints Officer * Wise

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   They haven't acknowledged I changed my email from an email that was on the account that wasn't mine, witch proves it wasn't me who sent it

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

*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. ↩