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.

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  Wise US Inc.

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

• 

  TransferWise Canada Inc

  366 Adelaide St W Scarborough, ON M1V 1R9

• 

  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:11/03/2022

  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 withdraw fund from my paypal acct to my wise account to make a payment on 29 of august of this year to a friend after authorizing the payment on 29th of august wise refuse to delivery the payment thereafter wise block my account and i contact there support and they start playing me saying the fund will be refund into original account uptill now wise refuse to refund the money and am not giving access to access my fund .... is this not a scam .....wise is a scam company i need my money because this is my last hope here are the details of the transaction my membership number is ********* Transaction number #********* my mail *************************** amount is ****** USD

  Business Response

  Date: 12/07/2022

  Dear Sir/Madame,

  This ******** is based outside of **. Additionally, he never made a top-up to his Wise account from a US bank account. Would you still consider this complaint under your jurisdiction?
  
  In any case, we are going to handle this complaint internally, and will direct the ******** to the correct arbitration body. 

  Thank you!

   

• Initial Complaint

  Date:11/02/2022

  Type:Product 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.

  My Wise account number is *********. My account was deactivated 10/3/22. I was told I would get a response within 20 business days, but I did not receive a response. When I called on 10/25/22 to get the status of my account, I was told that I may have to wait until 11/30/22 before I received a response.I asked if the last deposit on $5400 ($5395.86 is the actually amount in my account due to reduction of wire fee) could be returned to sender. I was told that the "appeals team had to complete their review before customer support could discuss anything else about my account. Customer Support couldn't provide any updates or speed up the process."

  Business Response

  Date: 11/15/2022

  We have investigated this customers complaint, and confirmed no error has taken place with her account deactivation. While we cannot share the specific reason for account closure directly with the customer, we can assure this customer that the decision to close her account was not made lightly and that this matter has been handled in line with our customer agreement. 

  
  Although there was indeed some money remaining in the customers account upon closure, **** is currently performing required due diligence checks which must be completed before we can provide an update about the possibility of a refund. As soon as this process is complete, we will reach out to the customer and let them know the outcome. 

  Customer Answer

  Date: 11/17/2022

  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:10/31/2022

  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.

  September 26th, my mother sent money via Wise. The money never arrived, but she kept receiving emails with a revised date that the money was meant to arrive. The date, of course, kept moving further and further away. Until suddenly, without any communication, her account was closed. Online, she read that if that happens, her money would be returned within a few days. That was more than a month ago. She appealed her account closure, and a month later, told 'we are not reinstating your account and we refuse to tell you why". More or less "too bad, **** ***." The money has not been returned, the account was closed simply for sending money, which so far as I can tell, is precisely the purpose of ********. The money is now simply gone, the account is closed, and there seems to be absolutely no accountability whatsoever. She's preparing to call the **** fraud division in ******, but I thought it would be worth filing this complaint on the BBB as a warning to anyone else who was considering using this business. Reading hundreds of similar stories on ******** groups has shown me that this business is in the habit of simply stealing people's money and brushing them off with a vague account closure notice. Not good. Do not use ********. It is a scam.

  Business Response

  Date: 11/08/2022

  We have investigated this customers complaint, and confirmed no error has taken place with the account deactivation. While we cannot share the specific reason for account closure directly with the customer, we can assure this customer that the decision to close the account was not made lightly and that this matter has been handled in line with our customer agreement. Furthermore, all funds remaining on the account have since been refunded back to the sender. Should the customer have any further questions, we're happy to help.

• Initial Complaint

  Date:10/26/2022

  Type:Order 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.

  As a dual citizen of ******* and the **, I found Transferwise to be a great company, since I could easily access my money and pay my bills in both countries. However, on Sept. 29 I attempted to pay a bill of ******** EUR for heating oil for the winter heating season in ******* only to have Transferwise block the payment, saying they needed to run some checks and needed more information on the recipient, which I provided. I decided to cancel the payment, since it seemed to be a problem, but Transferwise then said they needed more information before they could cancel the payment, although that didnt make sense, since they hadnt paid it out. They asked again for the same information, as well as a detailed explanation of the reason for the payment, which I provided.I began to doubt the reliability of the company and requested to transfer all the remaining money out of my accounts and into my bank accounts in ******* and the US. I had made these kinds of transfers many times before with no problem. However, this time, Transferwise claimed they needed to check these transfers, too, and needed more information about the sender and the recipient, which they had on file, since that was me and I had made these transfers before. Nevertheless, I provided all the information they requested. They also seem to have held an incoming payment of $725.44 from my client in limbo, accepting the payment from the sender but never posting it to my account.At this point, Transferwise gives me only automated responses when I ask for information, just saying they have a lot of cases right now. They have not canceled the payment that seems to have started all this, even though I have asked them to do so multiple times. It has been almost a month and I cannot access any of my money, and since this has been my main account, this is creating enormous problems for me. I simply want them to process the transfers and return to me the money in my accounts.

  Business Response

  Date: 11/08/2022

  Hello,

  
  We aim to complete all transfers as fast as possible, but delays can happen for different reasons. It could be because the transfer was set up closer to the weekend/holidays, or because we needed to carry extra checks. 

  We'll always keep our customers updated along the way, and they'll be notified as soon as the payment is completed. The payments have been completed by now and we have reached out to the customer as well.

  
  Wise Team
  
  

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair 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.

  A) I asked this business for the following three international transfers of monetary fund.The total sum of the three transfers and associated fees is $51585.42.1. Transaction# ********* Date: Sep 21st ***********: $36,803.52.2. Transaction# ********* Date: Sep 22nd ***********: $14,758.38.3. Transaction# ********* Date: Oct 4th ***********: $23.52.B) It's been a month since I asked this business for international monetray transfer between my bank accounts in the US and ***********, but this business has failed to complete my transfer requests. This business has initially advertised that my transfers would be done in 3~5 days. But soon after this business cited its own internal "sanctions reviews" to delay my transfer requests, and they said it would take an additional 20 days to complete it. Yet, it's been over a month my transfers were initiated, and they completely failed it. C) Therefore, I asked this business to cancel my transfers and issue a refund about 2 weeks ago. But this businss is still failing to issue any refund at all. D) this business doesn't offer any customer service at all. All I got from this business are email responses without any real content regarding my complaint or issues.

  Business Response

  Date: 11/04/2022

  We have investigated the matter and can confirm that the customers issue has been resolved because the money has been refunded. Wise has the regulatory requirement to run due diligence checks so we can not consider the delay of the payments unreasonable. Our Customer Agreement also states that we do not consider delays based on a review of a potentially high-risk transaction an error. However we recognize customers distress and apologize for not being able to offer a swifter solution. We have offered some compensation for the extended inconvenience.

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  
  

  The business offered me $300 as a comensation. 

  
  

  Please relay the following account information to the business so that it would submit the fund. Once I receive it, I will write my final response regarding this complaint. 

  
  

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

  
  

  
  

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

• Initial Complaint

  Date:10/20/2022

  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 have been a customer of this company for three years. The blocked a transfer of a small amount of money from my US bank account to my ******* bank account even though their policy states that ID not required for this type of transfer.The also completely blocked the account. In the past three years there hasn't been any problems at all.

  Business Response

  Date: 10/28/2022

  We appreciate the customer raising this particular complaint. After thoroughly investigating the issue from our end, we have found no mistake from ****. The customers transfer was suspended due to our verification requirements, and as the customer did not submit the identity document requested the transfer was cancelled and refunded. Our Customer Agreement, which the complainant accepted before signing in to use our services, mentions how Wise can make any inquiries we consider necessary to validate our customers' identity. I have attached the relevant excerpt containing this information. Since we cannot process any future transfer without having the requested document on file, we cannot provide the kind of resolution the customer is hoping for.

  Customer Answer

  Date: 11/05/2022

  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]

  This updated policy was published on July 13, 2022 and can be made more and more restrictive at their convenience. I opened the account and provided all of the information requested in 2019. The current internet published statement states that transfer between my US bank and my ************ account is not subject to any verification since it is going from my name to my name. They refuse to transfer money from myself to myself since they want additional verification to prove who I am even when I've done this for years, and the amount transferred are trivial.

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

  Other times, we can automatically verify you when you make a bank transfer. If your transfer comes from your own bank account, and your name there matches with the name on your Wise account, we consider this a first form of identity confirmation. You may not need to do ID or address verification in this situation.
  
  

  Further, within a short period after I contacted them when they locked the account, I received a phone call from a "Wise manager" who attempted to get me to give access to my computer. I hung up. When I contacted **** they said they don't do that and it was an attempted hack. Since I am in the computer security business, I can only conclude that their system is defective and sending them additional information is a major security risk.

  I have offered to have a public notary verify my identity so I can send the document to Wise and they could also confirm the notary's identity with the ****************. Refused. I offered to visit my US bank and do a conference call with my bank manager who would confirm my identity. Refused.

  
  

  I do not trust Wise security, both by phone or internet, so will not send electronic documents to them, especially as they lost my original identity documentation.

  
  

  Please ask them to unlock the account.

  
  

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

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

  Business Response

  Date: 11/21/2022

  We have reviewed this customers complaint and have found no mistakes from Wise. The article quoted by the customer explicitly says You MAY not need to do ID verification in this situation. Our Customer Agreement section about Verification has not changed since the customer opened their account and states that Wise can make any inquiries we consider necessary to validate our customers identity.

  
  While we do feel sorry that the customer was the target of a scam attempt, this was not caused by a breach of our security systems. It likely happened because the customer published their complaint publicly and a scammer used this public post to target our customer while impersonating Wise. **** is actively working against these scam attempts.

  
  I would like to reassure the customer that any document sent to Wise is stored safely and in strict respect of our data handling regulations. As our customer never provided any form of ID beforehand, we will need to have this document on file before being able to offer our services to this customer.

  Customer Answer

  Date: 12/02/2022

  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]

   

  The word MAY means that the sentence is no valifity so should not have been added as a defensive measure. I have been a customer for years and complied with their ID requrements but the suddently want to reidentify myself using a cmputer system that I think is vulnerable.

  For obvious reasons, **** claims to have a perfect secutiry system. It is not, and as I'm in the computer security business, I know and will be happy to help them fix the problems for a fee. *****************************

  I have also offered to phsicially go to the ***** office, since I'll be in the area but was ignored. Being ignored is something the Wise seems to do a lot in my instance.

  So I am not satisfied, as I just want to transfer money from MY US bank account to MY ************ account. Both banks have verified my identity, so it isn't necessary to potentially have Wise be hacked and my ID information will be all over the internet.

  They had all of the information once, but since they apparently "lost it" I do not want to use their weak system to do it agrain over the internet.

  If they had any sense, the could offer ******** or ******** support which is reaonably secure. They don't.

   

   

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

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

• Initial Complaint

  Date:10/11/2022

  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.

  Overnight between 5th and 6th October, TransferWise 'deactivated' my two bank accounts without any warning. They did not email me, they did not call me, they did not ask for extra documentation or due diligence, they simply made my account totally inaccessible (not only for transacting but even seeing my account balances and history!). I learned about this only when logging in to pay my staff.I have banked with TransferWise for four years prior. My banking record is 100% clean. My business only receives funds from our clients which are major American corporations. Their staff only say that they are unable to discuss the issue as it's due to compliance. When I attempted to appeal, the website said my appeal was rejected, before I had even written the appeal! It's basically a fraudulent appeal process so even when they make a clear error in account deactivation, they simply act out as if they had reviewed an appeal.Now I've been told to appeal by email, but I have not been told what I'm actually appealing or on what grounds my account has been deactivated. It's hard to appeal when you don't know what you're appealing against.This has caused my business enormous harm, and that's only increasing. I am unable to pay my staff, pay my suppliers, and I have no idea whether incoming payments are being accepted or bouncing. The ONLY recourse that TransferWise is giving me is to have my entire balance paid out in one currency which means they're going to do an FX transaction on my account without me knowing the charges or rate at which they'll make the exchange. They will respond to this only with a canned response about not discussing compliance issues. But anyone reading this should know that they do not reach out to discuss their compliance concerns or ask for proof or documentation to allay their concerns. They just shut your bank account overnight and absolutely devastate your business. Oh and ask for 20 working days to receive your own money back!

  Business Response

  Date: 10/21/2022

  **** has investigated the complaint and has found that the correct arbitration body for this customer would be the *************************** in ******. That aside, we have also taken over the communication with the customer to assist them with any documentation they might need and to collect their refund account details. Deactivations in general are intended to have an appeal process and we recognise it has not been a good customer experience here. We will be providing our final review after the due diligence is done and will offer customer further arbitration options for their area. 

• Initial Complaint

  Date:09/26/2022

  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.

  Wise deactived my business account on April 6, 2022. I have requested **** to transfer the available balance to another account of my company but **** has never transferred my money. Plus, I also need bank statements for accounting purpose.I also asked my attorney to send a request to send the available balance along with the bank statements, but **** never replied.I need to receive bank statements and the available balance for 2 accounts in the name of ***************** LLC and ******************* LLC.

  Customer Answer

  Date: 10/01/2022

  At this time, I have been contacted directly by TransferWise, Inc. regarding complaint ID ********, however my complaint has been resolved because:

  TransferWise sent out the available balance to my account. 

   

   

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

  Sincerely,

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

  Business Response

  Date: 10/05/2022

  Hello *****,

  
  We understand having your account closed is frustrating, but rest assured this is never done without a reason. We ever only close accounts that are being used in a way that goes against our Terms of Use: ********** *** *********** 

  Regarding the refund, we needed a written request from the companies' director to be able to process it, as advised before. We processed the refund as soon as we received the request needed. We also provided the statements requested and we now consider the case resolved. 

  Best regards,

  Wise Team

• Initial Complaint

  Date:09/22/2022

  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 have open wise account and I have verified it by all the documents required and I have answered to the questioner at the beginning of opening the account and it has been approved and verified, after that I have add a money in my account 35000AED and ****USD by my Mastercard after, I didn't broke any of the terms and conditions of wise and I didn't make any payments send from the account, after 2 days on 16 September 2022 I have shocked with my account has been deactivated without any reasons and the support doesn't respond or giving me any reasons for this unlawful decisions, Transferwise is a big scam e-bank company and they're stolen money from the people they have a bad reviews on their all social media pages and everywhere there's a warnings about deactivation of the costumers accounts without any reasons, I have open a legal lawsuit case officially against Wise and my lawyer handling this from now. I need to ask them to reactivate my account and give me an explanation about the reason for deactivation and solve this friendly or let my lawyer keep handling this and I will get my money back and recover my losses for every day by the court.

  Business Response

  Date: 09/22/2022

  This customer is a customer of Wise ************* not Wise US **** Wise Payments LTD is authorised by the **************************** and therefore this complaint is eligible in line with Rule 2.7 of the *** handbook. The correct arbitration body would be ******************************** We've contacted the customer to inform them of their rights to complain to the *** directly. We've also informed the customer we would provide them a final response to their complaint within 15 working days (which correlates to their jurisdictional complaint review time). Let us know if you have any further questions. We're here to help.
  
  

• Initial Complaint

  Date:09/21/2022

  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.

  On June 10th ******* *** initiated a transfer TransferWise's ************* Europe account for an amount of $4,622.99 to fund a transfer we requested on their site. The requested on their sited asked for TransferWise to send the funds to a vendor of ours. The transfer ID is #*********. This amount was sent by us via our ******* *** company bank account with ******************* in Euros via a SWIFT wire transfer to the account requested by **** however Wise claims they cannot "locate" the payment on their end despite multiple documents such as an MT103 showing otherwise. At this point, **** has made no attempt to return the money to us and our bank has been unsuccessful having the funds returned via a recall request. When contacting their support team, I am told the requested needs to be sent to their Operations team which in most situations never comes back with a solution. We have provided them with every banking document to reflect the transfer being completed.At this time, we are requesting that TransferWise return the funds of $4,622.99 to ******* *** in order to resolve the matter accordingly.

  Business Response

  Date: 09/29/2022

  We have investigated the customer's complaint and present our findings below. 
  The delay of the mentioned transfer was caused by the wrong routing used by the senders bank. Therefore, funds didnt clear up with Wise till 5 September 2022. We have requested the partner bank to return funds to the sender. It was executed on 26 September 2022. A ************ can take up to 10 working days.
  We recognise **** could have taken immediate action to expedite the transfer processing by reaching out to our partner bank.
  We have reached out to the customer with this explanation and offered a gesture of goodwill. 
  
  Tell us why here...