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:07/05/2022

  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.

  I was sending international fees via wise.com and they had requested additional time to review the transfer. The stated time was July 3rd, approximately 7 days after I requested the transfer. That review should have been completed today yet it is still showing 'Under Review.' Since I need to send these funds, I've opted to send via ******. I've contacted Wise for a cancellation and they are stating they need additional time to review my case and a cancellation won't be possible for another **** days. I don't understand as this is my money they are holding. I'd never recommend using Wise.com, ****** or Payoneer are the two I have used in the past and have never had any issue.

  Business Response

  Date: 07/12/2022

  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 (including you) while complying with local regulations. Do keep in mind, we always make sure to update you along the way with estimated times of completion as this can vary depending on a few factors. More information on additional checks can be found here: ******************************************************************************************. 
  Your transfer was set up on 23 June 2022 and the cancellation request was made on 04 July 2022. On 05 July 2022 the cancellation request was complete and your direct debit payment was also cancelled. This means that the payment was never pulled and received by Wise. Your bank should be able to assist with any reservations made on your account for this payment. Were here to help if any further questions remain. 
  Wise Team.
  
  

  Customer Answer

  Date: 07/12/2022

  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:06/29/2022

  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.

  My name is ******* ******** with a wise member number: ********* which my account was deactivated by wise.I had Funds into my wise account in different currencies such as GBP, USD, EUR etc I previously submitted an appeal to have my funds sent, but unfortunately the bank I previously submitted has been closed and I've written to wise both on phone and email and on chat with my new account details for my refund.I am still waiting for my refund to post to my account as I need to use my money.All my funds in different currencies should be converted to US dollars and sent to me in the account details I have provided to wise I have submitted my new bank information and other identification documents for this as I have been waiting for my funds from Wise.I need Wise to send me this money as they have deactivated my account and they have no rights to hold my funds.

  Business Response

  Date: 07/12/2022

  Hello, 
  We understand having your account closed is frustrating, but rest assured this is never done without a reason. We only close accounts that are being used in a way that goes against our Terms of Use. Youve registered your account with a ******** address. This means that all service was provided under our ** entity, Wise ************ not our ** entity Wise US **** Therefore, the applicable Customer Agreement can be found on our website here: ******************************** and we are allowed to close accounts without notice under certain circumstances as noted in Section 25.2.
  When an account is closed with balances, we need to carry out due diligence checks first. These checks can take approximately 60 working days (you cant count weekends or holidays), and youll be reached as soon as everything is done from our side. 
  I am happy to note that the balance refund has taken place on 8 July 2022 and weve received email confirmation from you that youve received it. Were here to help if any further questions remain. 
  Wise Team.
  
  

• Initial Complaint

  Date:06/28/2022

  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 do not have an bussiness account or any account with wise or transfer wise ********. I received multiple emails stating I had an account and logged into see only to find out I have been scammed out of money. The account showed all my personal information and theres not a contact number for this bussiness ********. They have solicited my email many times and someone has opened a fraudulent account for my bussiness.

  Business Response

  Date: 07/14/2022

  Wise has investigated this complaint and can confirm that for this complainant's name there is a Wise profile for both personal and business, which were set up in 2020. We can see that the complainant uses 2 different emails and the Wise account email matches with screenshots given. 

  Upon investigation we did not detect any fraudulent activity on the account. We also confirm that there have been no remittance or balance transactions on that profile. Effectively this account has never been used and would not be possible to use without further review.

  If the customer does not recall creating this account and/or wants it terminated, it is possible to ask our support to terminate it, or follow directions on our website.
  
  We have shared these clarifications with the customer also via email.

• Initial Complaint

  Date:06/23/2022

  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.

  I am having to desperately write a review given their customer support system appears to function very much so like a ********* No one contacted me or attempted to resolve the issues I and my company are now facing. Interestingly once your accounts are blocked you have no access to them so you are unable to access their customer support system through the app and all of your information is no longer available. Allow me to share with you firstly what has happened to a legitimate US company transacting hundreds of thousands of dollars through WISE for over a year and a half. It must be noted that I also had a personal account along with some of the members of my family along with a business account US based and without any notice ALL my accounts were blocked on June the 5th 2022. It must be noted that prior to this sudden move from WISE we had obviously submitted all required documentation as we are fully compliant yet we have been given the run around for weeks. As previously mentioned, once they arbitrarily decided to block our accounts we had to chase them and figure out how to reach them. We tried calling and finally reached someone who assured us they would escalate the issue as he could not find the reason why the sudden blocks yet it has been over weeks and every day we are being given the run around. Please note that they also have blocked thousands of dollars from our business account, my personal and my family's. This is feeling and smelling like a crime and with no recourse from the law we are feeling helpless. I am now in contact with my in house legal counsel and we will begin investigating our legal options to remedy this tragic turn of events. The public needs to be aware that this can happen to them just as it has happened to us. We had our entire financial system for international wire transfers set up through direct deposit through their platform so needless to say this is costing our company money and could have crippled a small operation. I am appe

  Business Response

  Date: 07/05/2022

  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: My account was deactivated | *****************

  We have also reached out to you via email regarding the appeal and refund from your balances.

  
  Wise Team
  
  

• Initial Complaint

  Date:06/17/2022

  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.

  The company stole $30 during signing up an account. It refused to refund the money.

  Business Response

  Date: 06/24/2022

  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. As it currently stands, the checks on your $30 deposit have concluded and the money is now available in your Wise balance for use. However, do let us know if you have any further questions or concerns. We're happy to help!
  

  Wise Team. 

• Initial Complaint

  Date:06/14/2022

  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.

  This company charged my account 180 dollars yet refuses to accept they did even after I sent screenshot proof and they still took almost 2 weeks to get back to me to tell me. I need to pay what I already did they continue to try to charge my account money I already paid which is causing overdraft fees I just want people to kno how iffy there company is they are untrustworthy

  Business Response

  Date: 06/29/2022

  Hello there,

   

  When you set up transfer #********* on your Wise account, you paid for the transfer using a direct debit payment on 21 May 2022. We sent out the payment to your recipient on the same day, and received the funds on 23 May 2022.

  Wise then received a chargeback op the direct debit payment on 25 May 2022, which resulted in the reversal of the payment and a loss for Wise.

  The direct debit payment was then re-initiated on 25 May 2022, to recover the loss. Wise then received a second chargeback of the payment on 31 May 2022, again resulting in a loss for Wise.

  You have stated that your bank account has been charged, and that you have already paid, however, Wise has provided you with information showing the chargeback of your direct debit payment, and as such, if the funds have not been returned at this time, we would recommend reaching out to your bank with the provided information to have them have a look into the payments, as they may currently be in a reserved state.

  We have also provided you with methods to assist us in recovering our loss due to the chargebacks on your direct debit payment.

  Let us know if you need any further assistance.

   

  Wise team.

• Initial Complaint

  Date:06/14/2022

  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.

  On May 21st, I sent a **** payment in the amount of $480 CAD to my ******** currency account not realizing that I couldn't fund the account this way. This was my mistake so I reached out to Wise to have it refunded.The money was sent from my spouse's account as we were going to convert it to USD for travel purposes. I was told that if I can provide the details from which the transfer was sent, it would be refunded. I have done so multiple times, and the rep continues to stonewall me. They are saying the transfer came from a BMO account but my spouse has no BMO banking account. She has never had a BMO banking account. The payment was made from a Peoples Trust account on May 21st in the amount of $480 CAD. At this point, I am not sure if your team is looking at the incorrect transaction or where the wires are getting crossed. I have included all screenshots sent so far - these tell the exact story in regards to everything about the transaction that was made. I am continuously getting the same response from the rep who will not forward me to a manager or someone who can actually look into this and not just give the same cookie-cutter answers.I fully recognize that this was my error and I do appreciate the help I have received so far, but this is ridiculous. I am just looking for either the $480 to be returned to my Wise account (where it was meant to be sent since I was going to convert it to USD) or returned back to the account that it was **** paid from.I've used Wise for thousands of dollars in currency conversions and do plan on continuing to use the service, but beware if you have to ever contact their customer service as it is terrible.

  Business Response

  Date: 06/29/2022

  Hello ****,

  We have had a look into the deposit that had been sent by your sender to Wise, that we were unable to link to your Wise account due to the mismatched details.

  Wise has requested additional information from you in regards to the sender, to ensure that the deposit would be correctly refunded back to your sender. Unfortunately, at this time, we had not been able to refund the deposit.

  We are looking into the information you have provided and the best possible solution to the situation, and have contacted you in regards to this.

  If the funds have been sent to your Wise account from a joint account, we have also requested further information to show proof of this. If we are able to verify that this is the case, we will also be able to link the deposit to your Wise account.

  Once we are able to provide you with a final solution in regards to providing the refund to your sender, we'll get in touch.

  And if you need any further assistance in the meantime, or have any further information to provide, we are here to help.

  Wise team.

• Initial Complaint

  Date:06/02/2022

  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.

  On May 13, 2022, I used this service to pay a professional invoice from a vendor located in ******. Through ********, I sent this vendor ****** euros. Wise withdrew the funds (plus Wise's fees) from my US account on May 13, 2022. Per Wise, they effected the transfer of my funds to the recipient on May 17, 2022. However, the recipient has checked their bank account several times, the latest of which was on May 30, 2022, and they have not received the funds. Per Wise, the funds should have been in the recipient's account within a few days of transfer.Wise customer service is abysmal. They send canned responses and will not provide additional information or assistance about the transfer. Wise will not call the bank to find out what happened to the funds. At this moment, I have lost $127.84 USD for this transaction.

  Business Response

  Date: 06/22/2022

  Wise is sorry to hear that the customers recipient has reported non-receipt of the *** sent by the customers business. Wise has initiated a trace of the funds paid out to the recipient details provided by the customer through our partner to confirm their exact status, and we hope to have the trace outcome soon. We are closely monitoring the situation and we will provide the trace results to the customer as soon as they are made available to us. Wise is grateful to the customer for reporting this issue, and we are here to help if there are any additional questions meanwhile.

  Customer Answer

  Date: 07/15/2022

  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:

  Wise responded, "Wise has initiated a trace of the funds paid out to the recipient details provided by the customer through our partner to confirm their exact status, and we hope to have the trace outcome soon. We are closely monitoring the situation and we will provide the trace results to the customer as soon as they are made available to us."

   

  To date, Wise has not reported any outcome of any trace. They have not communicated with me further to indicate what, if any, actions they have taken to resolve my complaint. In fact, today I received an email from Wise that they "may use a debt collection service or take further legal action to collect the outstanding amount" which indicates to me they are not actively working to resolve this complaint at all. Wise is absolutely NOT acting in good faith and clearly lacks the will and/or intention to resolve customer complaints.

   

   

   

   

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

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

  Customer Answer

  Date: 07/28/2022

  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:

  While Wise considers this issue closed because I have received back the funds initially paid for this transfer, Wise has not addressed the email Wise sent to me on July 15, 2022 stating, "If we don't hear back from you, we may use a debt collection service or take further legal action to collect the outstanding amount." (See email attached.)

  If Wise will unequivocally state that it will not pursue debt collection or other legal action, I, too, will consider this complaint closed. 

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

  Business Response

  Date: 08/09/2022

  We have investigated the customers issue, and can confirm that there is no loss for the transfer set up by the customer and no additional action to collect is necessary at this time. However, for the time being Wise has had to disable the bank debit payment option on the customers account. For now, he will have to use other payment methods to fund his transfers. If the customer would like us to look into re-enabling the bank debit payment option, we would ask that he please reach out to his bank. We would need to receive further information regarding the exact reason for the previous debit failure and a confirmation that the bank account can now be successfully debited. If there are any additional questions meanwhile, we are here to help.

• Initial Complaint

  Date:06/02/2022

  Type:Order 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 opened a wide account on 5/31 and my identity was verified. I then asked my cousin from another country to send me money because they would not accept my payment forms to fund the account he sent $20 then my account was open. He then transferred me $8700. I initiated a refund to my account that I share with my mom that had my name on there as well. They emailed me and said it would be sent on 6/2. I wake up today and my account have been deactivated no email why and my money still havent been received by me. They have $8720 of my money I need for bills. I want my money into my bank account. Transfer number *********,. I have emailed no reply back at all. I would like my money. I also added my bank statement.

  Business Response

  Date: 06/20/2022

  We have investigated this customers complaint, and confirmed no error has taken place with his 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 his 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, Wise 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. We understand this has been a stressful experience, and we look forward to contacting the customer as soon as possible.

  Customer Answer

  Date: 06/21/2022

  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 is beyond 10 business days that my money have been held up with this company y for no reasons. I have taken photos with my ID etc and still $8700 is still not in my account. Why would it take this long to do some *************** either refund me are refund the sender simple as that. Holding peoples money hostage until they feel like refunding is insane. 

   

   

   

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

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

  Business Response

  Date: 07/01/2022

  When the customers Wise profile was closed, there was some money remaining in the customers multi-currency account which had been sent to their ******** details by an external third party. After completing the necessary checks, Wise reached out directly to the customer and asked their consent to return this money back to the original sender, which was provided. The procedure has been completed, and there is no money remaining in the customers account. If there are any remaining questions or issues, we are here to help.

  Customer Answer

  Date: 07/05/2022

  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:05/10/2022

  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.

  This complaint against ********* We have responded Wise questions on money we are sending out thru ******** (formerly Transferwise). However they are still holding 3 transfers we sent starting on 03/08/2022 thru 03/18/2022 for total $148K. We called Wise countless time to cancel and get refund. Finally the cancellation on these 3 transfers initiated on 4/7/2022. Per Wise system the cancelled transfers request should be refunded within 3-5 days, now 05/10/2022 for a month, we still have not got the refund of $148K.We don't understand why Wise is holding our refund request. Should not Wise refund the money that customer request to cancel and refund? Is it right for them to keep customer money?******** has been really bad in service and a business practice that you can not reach to top management to resolve the issue only talk and email to customer service who does not have a capability to resolve the issue to the bottom. We called customer service again today 05/10/2022.This issue have left us with no choice but to hire an attorney to get this refund request is processed if ******** still not refunding the cancelled transfer money.

  Customer Answer

  Date: 05/12/2022

  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,
  
  ***************************