Business Profile

Money Transfers

Wise US Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

310 total complaints in the last 3 years.
121 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/28/2025
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.
Subject: Formal Complaint Request for Refund of Funds After Account Closure I am writing to formally request the refund of my funds that were left in my account after its closure. Below are the details related to my account and the issue:Full Name: sahel **** Email Address Linked to the Account: ************************* Account ID : @saheln3 Date of Account Closure: 10/06/2024 My account was closed on 10/06/2024, and I was informed that any remaining funds would be refunded. However, to date, I have not received my money. I kindly request your assistance in resolving this matter promptly. Thank you for your attention to this matter.Kind regards, sahel adel ******** *************************
Business Response
Date: 02/17/2025
Hey Team,
We replied to the customer with the attached letter on 28/01/2025. We also included a copy of the receipt for the refund of their remaning balance.

Kind Regards,
****** **** ********** ****
Initial Complaint
Date:01/28/2025
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 just opened a bank account with wise debit at : **************** and they have ended their relationship with usa citizens, they did not tell me that, while i was making my account, then they debit card forces you to pay a fee or fine to send the cash back to your original debit card but charge you to do so, then they want your bank details and not your debit info which is inconvenience, they also force 20 dollars out of your debit and bank and credit card accounts and scam you, they don't ask and give you a way not to give them your cash, and they ask you to put 20 dollars in their bank so if you want to transfer it back to your orginal bank, you don't have a choice but to pay a fine just to get some of your cash back, and not all, i am being scammed, i told customer service and they told me to pay the fine and this is not right, for a card that is not allowed in the *** any more and I am not allowed to get a card, also it is a scam to force 20 dollars out of my bank then charge me a fine for sending it back. I don't want to pay a fine, I want my full cash refund back.
Business Response
Date: 02/10/2025
Hello,
We have temporarily paused issuing new Wise Multi-Currency Cards in the ***
Our priority at Wise is to offer the best experience possible for our customers. We continually invest in our operations and network, and there are times we need to make changes to parts of our products to ensure reliability and enhance our services for our customers.
As part of this, its possible youll be hearing from us to ask for updated information or to verify details about yourself or your business. Please know this is important for both our operations and to keep our services running smoothly for you.
We also have a cost to process your payment, and this is reflected in our fees. We're working towards a free to use product, but we haven't reached this goal just yet. Until then, we'll always disclose our fees before you pay for your transfer, and we keep our pricing as transparent (and low) as possible.
Initial Complaint
Date:01/16/2025
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 set up a wire transfer with ******** from my **************** checking account. They took $25,030 from my bank account on Dec. 11. But I didn't see my money in my Wise account another $26.11 on Dec. 12th but till today I have not seen a dime in my Wise account. I emailed several times on Dec. 12 but they only sent boilerplate instructions that do not match their website. First said I needed to send $20 more to get my USD$ account set up. But when I did, still no money. My last email got no response. This bank has been holding my $25,030 for over a month and no word of making my money available for me to use. No one responded to my last email in Dec. and calling is just another "someone will get back to you in ... days". This bank is illegally profiting off of customer's transfer and holding the money for an unreasonable amount of time (35 days) when it should be available within one business day. They keep having new problems, first was my money was not linked to my USD account. Then it was because I didn't deposit another $20 to "get account details". But after the additional $20 still no money going to my account. It's been 35 days.
Business Response
Date: 01/29/2025
Hello,

We understand that a lot has happened in regards to the case in question. We have provided more information and the results of our investigation directly to the customer via their registered email address. For more detailed information, please refer to the complaint response emailed to you.

Wise Team.
Initial Complaint
Date:12/17/2024
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.
I've had my wise account for more than a year and it was working properly. In the 16th of November *****, my friend sent me money from *******, I didn't receive it right away (as usual) , and at the same time **** sent me an email asking me to provide some details about my relations with *****, and when was the last time I've travelled there. I have a ****** nationality and I'm living in the ** Now. I provided them with all the details and the transaction went through but they've frozen my debit card .It's been about a month now and the card is still frozen. They've also disabled the chat feature with the support team so that I couldn't speak with them directly. I reached them via email 20 days ago and all the responses was that they will reach the related team to unsuspend my card but it's still frozen until now. So now I can't spend my money and the support team is not useful.
Customer Answer
Date: 01/11/2025
At this time, I have been contacted directly by Wise US Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
They decided to close my account assuming I am not in the ************* . Now I can't even log in to my wise account to spend my money. I want at least to spend the money in my account using my card .

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ***
Business Response
Date: 01/17/2025
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.
Please see the email sent to you for more details.
Wise Team.
Customer Answer
Date: 01/22/2025
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]

it didn't solve my problem. They offered to transfer the money to a bank account in my name and I asked them to do this to a bank account in my name located in ***** . As you may be aware, the ******************************* has recently issued additional sanctions relief for the ****** people under Syria General License (GL) 24, which is valid for six months. This license allows for expanded financial and humanitarian support, creating an opportunity for ******s to access modern financial solutions. This is why I want the money to be refunded to an account in ***** under my name even though I'm not living there. The decision from the United States of America allows you to send the money to ***** without any problems. They haven't responded yet to this request. If they accept, the problem will be solved for me.

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

Sincerely,
***** ***

Business Response
Date: 04/18/2025
Hello ******
Please accept our apologies for the delay in replying to your complaint via the BBB. I see we responded to your initial complaint via email and the BBB website but we did not respond on the BBB website when you re-opened the complaint. I have emailed you just now to remind you that were still waiting to hear back from you regarding account details to process your refund and compensation. Should you have further questions or concerns about your complaint, please let us know.
Best,
Wise Complaints Team
Initial Complaint
Date:12/11/2024
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.
Hello, **** did close my Account for no reason I've been using wise for more than +5yrs now and I didn't ever did something wrong. I did provide All the information that could clarify and verify my identity but they didn't even take it seriously. I did request calls many times but in vain. Wise is a crucial tool for my life and business
Customer Answer
Date: 01/04/2025
At this time, I have been contacted directly by Wise US Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
They said I did something wrong but i'm confident that I didn't

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Business Response
Date: 01/30/2025

We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. Upon review, we confirmed that the customers account was deactivated on December 9, 2024, in line with the Wise Customer Agreement, which all customers must consent to upon account signup. As such, we are unable to consider reactivation of their account and we are unable to provide an explanation for the deactivation.

**** has returned all of the money remaining in the customers accounts at the time of closure via bank details provided by the customer for this purpose on December 10, 2024. Wise is available to provide additional information upon request.
Business Response
Date: 02/12/2025
We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. Upon review, we confirmed that the customers account was deactivated on December 9, 2024, in line with the Wise Customer Agreement, which all customers must consent to upon account signup. As such, we are unable to consider reactivation of their account and we are unable to provide an explanation for the deactivation.
**** has returned all of the money remaining in the customers accounts at the time of closure via bank details provided by the customer for this purpose on December 10, 2024. Wise is available to provide additional information upon request.

Customer Answer
Date: 02/13/2025
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]
I don't accept this decision . I didn't do anything wrong

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

Sincerely,

******* *******
Initial Complaint
Date:12/10/2024
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.
I'm filing a complaint regarding my chargeback request, which was denied despite providing all the required documentation. This included proof of purchase, tracking information, and photos of the damaged package. I believe the chargeback process was not handled properly, as **** is responsible for evaluating its validity.I have filed a report with the European Ombudsman to ensure that my rights are upheld.
Business Response
Date: 04/18/2025
Hello ****,
Please accept our apologies for the delay in replying to your complaint via the BBB. We did respond to your complaint on January 15, 2025 via email and Ive attached the response for your reference. You are still eligible to escalate the complaint further through the European Ombudsfin and their contact details are provided in the response. Should you have further questions or concerns about your complaint, please let us know.
Best,
Wise Complaints Team
Initial Complaint
Date:12/04/2024
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.
On Thanksgiving day, Thursday November 28th, three transactions were started within a couple of hours. They were for 900USD, 800USD, 300USD. They were all in pending status.I contacted the company and was told they could do nothing, but open a ticket with a department to which I was not permitted to speak. I was told to expect an email and to standby in case the department *** had more questions. I waited all of Thursday, Friday, Saturday, and Sunday watching my email and then called again Monday morning.The ***resentatives I was able to speak to Monday said they saw no ticket and were unable to help me in anyway other than to open another ticket. I suspect that those in the department handling the fraud may be the true source of the fraud as is often the case with large fraud networks.The debit card that was charged and has been canceled is ****************.
Business Response
Date: 12/20/2024
We have received the customer's complaint and appreciate the opportunity to review and respond to their concerns. Upon review, we have found that the customer needs to raise this issue further with their external bank, as they would be liable to refund unauthorized activity concerning their issued bank card. We have taken all action possible to prevent further illicit activity concerning the reported card credentials.
Customer Answer
Date: 01/03/2025
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:

The company has stonewalled and built processes to prevent solving and reporting issues. They refuse to do anything.

Sincerely,

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

Business Response
Date: 01/08/2025
We have received the customer's complaint and appreciate the opportunity to review and respond to their concerns. Upon review, we have found that the customer needs to raise this issue further with their external bank, as they would be liable to refund unauthorized activity concerning their issued bank card. We have taken all action possible to prevent further illicit activity concerning the reported card credentials.
Initial Complaint
Date:12/03/2024
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.
Wise randomly decided to close my account for unspecified reasons. That isn't the only part, I was in the middle of sending $4,120.62 to my bank account which I never recieved. I contacted **** with no answer, and no one is telling me any info about the large sum of money in which they stole. I never got the money back, even after filling in my bank details for the "final transfer" that they were suppose to do in August, now it is almost the end of the year and I have yet to recieve the amount.
Customer Answer
Date: 01/01/2025
Better Business Bureau:

At this time, I have not been contacted by Wise US Inc. regarding complaint ID ********.

Sincerely,

****** ******
Business Response
Date: 01/09/2025
Hello,
We understand that having your account closed is frustrating. Because of the way we're regulated, we can't share the exact reason why your account was deactivated but we ever only close accounts that are being used in a way that goes against our Terms of Use: Wise-Terms and Conditions.
When an account is closed with a remaining balance, we must conduct due diligence checks before we can process a refund. However, upon review, we discovered that in this case there was unfortunately a technical error on Wise's end, which caused a delay in issuing the refund. To make up for this error, we have offered compensation.
Wise Team
Initial Complaint
Date:12/02/2024
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.
Hello,I have tried to use the services of Wise, but they have repeatedly deactivated my account for no good reason. I have filed an appeal process multiple times, and they said they have restored and activated the account only for them to deactivate it again. I have provided every document they have requested and have fulfilled. Every question asked. This is affecting my business as I use the platform for transactions. This has resulted in a significant loss of revenue. I have again tried to resolve this issue with them, but have gotten nowhere. I do not believe the business is acting in good faith with the consumers and would like the help of the BBB. Can you kindly help resolve this issue once and for all. I really appreciate it.
Business Response
Date: 04/18/2025
Hello *****,
Please accept our apologies for the delay in replying to your complaint via the BBB. We did respond to your complaint on January 3, 2024 via email and Ive attached the response for your reference. I can see we paid out compensation on January 8, 2024. Should you have further questions or concerns about your complaint, please let us know.
Best,
Wise Complaints Team
Initial Complaint
Date:12/02/2024
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.
I got my transfer suspended out of nowhere, a transfer I've made 15 times before. They keep telling me that the funds, $2200+ are stuck with their partner Bank, *******************. I initiated the transfer on November 2nd, today is November 29th. No funds anywhere, **** has blocked me from live chat, is not picking up over the phone, and they are not able to give me a date to which the issue will be resolved. I've provided every information requested. I've been given false information over and ******* money is not with ****, and they have not been delivered to the sender. This is shocking to happen. I have used other payment processors, but this has never happened before. I even told **** that I really need the funds for medical expenses, they don't care.They don't care about their customers, period. I will never use Wise ever again. Horrible company, and horrible customer service.All I want is timely resolution and communication. It can not be that it takes 30 days for a transfer to be completed.
Customer Answer
Date: 12/27/2024
At this time, I have been contacted directly by Wise US Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
The business is in internment communication with me, however, I'm getting scripted updates, but not on the questions I'm asking. It's has now been 55 days since I initiated the transfer, and every time I ask when will I see my money, I get the same answer, thank your for your patience, it will be resolved in a bit of time.

Nobody from the company, bar customer support who is telling me same scripted things has reached out to me, or have prioritized this case given the amount that has passed. All I want to know is when will my funds going to be released. They are not on my Wise account, and they are not in the receipents bank. How is this acceptable with WISE, and how are they not realizing that this is too long?
I've done nothing but comply, be patient, wait, but this is now becoming a joke. Horrible, horribly company.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** **********
Business Response
Date: 04/18/2025
Hello ********,
Please accept our apologies for the delay in replying to your complaint via the BBB. We did respond to your complaint on January 24, 2025 via email and Ive attached the response for your reference. We confirmed in the response that your transfer was refunded on January 17, 2025. Should you have further questions or concerns about your complaint, please let us know.
Best,
Wise Complaints Team

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Wise US Inc. is NOT a BBB Accredited Business.