ComplaintsforWise US Inc.
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Complaint Details
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Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
We used Wise for a transfer from UK to USA ( Las Vegas ) the transfer hasn't received yet, they gave us a track ID from Wells Fargo bank which is not valid, we are requesting to get our money back. we contacted the customer service so many times no result until now If this remain pending we have to report it to the attorney general office in Nevada. Senders membership number : ********* Transfer number : ********* Receiver membership number : ********* Senders name : ** ** ****** Receivers name : ****** ***Customer response
10/14/2021
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
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 10, 2021, I took a Bolt car service from London Heathrow airport. As this is a car service ordered through an app, the price is already set when you request the ride. When I accepted the ride, the price showed £34.50. However, I was subsequently charged £44.50. When I contacted Bolt regarding this, they claimed the driver manually added an additional short-term parking fee as well as a longer ride fee. The driver WAS not charged a parking fee Bolt still refused to refund the difference of what was overcharged, so I then contacted Wise about the issue. It has now been two weeks and after first claiming that the would submit a chargeback, Wise is now refusing to dispute the transaction, despite me explaining that at no point in the Bolt app does the word "estimate" come up, nor did it state that I would be charged additional fees for airport pick-up when I ordered the service. I do not believe that Wise is following US banking regulations in refusing to submit the dispute.Business response
10/08/2021
Chargeback protections are a part of the Mastercard program, so we have to follow Mastercard's standards. While the first agent believed the dispute would meet their criteria, the manager reviewing the case looked closer at Bolt's terms, and realized we'd need further evidence. Even though we couldn't make the dispute, we've provided a credit as an exception. We hope this helps.Customer response
10/15/2021
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 incorrect amount was credited. Additionally, instead of apologizing for their abysmal customer service, the company defended their actions.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******Business response
10/19/2021
We reviewed, and the amount we credited appears correct, based on the records the customer submitted with the dispute. We've written the customer directly for clarification in case we missed anything. In the meantime, we've provided the records and explanation to the Bureau. If any questions, we're here to help.Initial Complaint
09/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have done a couple outgoing and incoming transfers with Wise (previously Transferwise). Following Transfers: - *********** *********** **********, and one more incoming transfer that is $4345.00USD. In total, $10,175USD that have yet to credit my account. Outgoing transfer of $454.55USD that have yet to be sent out. All these transfers have been done over 14 business days. I have contacted support on 4 different occasions, but was given the same response that their security team is doing checks on these transfers. My patience is running very low and I have bills to pay. On top of that, I have been given no ETA or updates from the security team at all. I have only been able to contact their support staff which they have no power to communicate directly to the security team. This is my last resort to even directly contact Wise as the security team have been unresponsive and borderline criminal with the way they are handling these security checks.Business response
10/08/2021
We always want to complete payments as quickly as possible, but sometimes we have to pause transfers for review. These checks are made in order, so we can't speed them up. The time a check takes can depend on the complexity and current volumes.
We've completed the checks, and all funds have been released. We've reached out to the customer directly.
Initial Complaint
09/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This Company Closed my account for no reason I want to open it it is an emergency caseBusiness response
09/07/2021
We're sorry, but we're not able to reactivate the account. We have sent the customer some more information directly. If there are any more questions, we're here to help.
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Customer Complaints Summary
283 total complaints in the last 3 years.
108 complaints closed in the last 12 months.