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:10/04/2024

  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.

  I made a ACH transfer from my US account to UK accoutn through wise. According to your website it states that outside of the guaranteed period, the transfer will be midmarket rate. The transfer went through today and I was not given mid market rate, instead the rate 4 days ago. There has been a substantial change in wise favor during this time. I emailed you before the transfer went through asking if I need to cancel and repurchase and did not get a response. I then called your C/S agent today who was unhelpful. Based on the midmarket rate for today I believe the transfer should have been ******* and only 6000 was added to my account. I kindly ask you either provide the difference owed to me to my UK account or refund the transaction given the lack of response and contraindication to your rules on your website. If I do not hear from you I will be raising this issue further with regulatory boards in the ** and **.

  Business Response

  Date: 10/17/2024

  When paying for a transfer or topping up your balance from your connected bank account (ACH), the guaranteed rate is secured once you have authorized the payment to Wise. With other payment methods generally the guaranteed rate is secured once Wise receives the money for your transfer.

  For more detailed information about your transfer, please refer to the complaint response emailed to you.

  Wise Team.

• Initial Complaint

  Date:09/24/2024

  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.

  They deducted $1400 out of my bank account twice, and they only refunded it once. The other $1400 is missing. I was unable able to successfully use their service this time and they gave me no explanation as to why, even though I have used their service many times before without any problem.

  Business Response

  Date: 04/15/2025

  Hello ****,

  Please accept our apologies for the delay in replying to your complaint via the BBB. We did respond to your complaint on October 10, 2024 via email and Ive attached the response for your reference. Should you have further questions or concerns about your complaint, please let us know. 

  Best, 
  Wise Complaints Team
  

  
  

• Initial Complaint

  Date:09/19/2024

  Type:Sales and Advertising 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 have used Wise successfully since 2019 to transfer small amounts of $$ from ****** to the *** between my accounts. On Sep 11, 2024, I attempted to transfer ******** USD from ****** and the transfer #********** was cancelled and my money was returned. I called WISE and received acknowledgement that the error was on their side, and a voucher for a future, free transfer. On Sep 16, 2024 I attempted another transfer (********) in the value of ******* USD. I was asked to verify my ID, which I did, and received noticed that the documents had been inspected and approved. Then the transfer was cancelled. I called and received apologies again. I am not able to meet my financial responsibilities with apologies from ****. I want an explanation on as to why my transfer are being cancelled now after years of successful transactions, and I also want a SUCCESSFUL TRANSFER. If the business is no longer serious about honoring the transfer, I would like to know so I can find another business that works for me.

  Business Response

  Date: 10/04/2024

  After thoughtful consideration and investigation, we decided to uphold your complaint. **** made a mistake by not making clear what information we need from you, and also by not informing you that you need to be a tax resident of ****** to send money from ***. We apologise for the stressful experience caused, and we would like to offer you a compensation of 85 GBP (or equivalent in your preferred currency). 

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate the clarification. 
  
  Sincerely,
  
  ********** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2024

  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 am filing a formal complaint regarding the recent closure of my Wise account. Despite my multiple attempts to resolve the issue and my full cooperation with Wises requests for documentationsuch as bank statements, transfer verifications, and proof of incomemy account was closed without any clear explanation. Wise has failed to provide specific reasons for their decision, which has caused significant inconvenience. I have been using my Wise account for personal reasons, including sending money and preparing for a large transfer related to a real estate purchase. I have not engaged in any activities that violate ****** policies and have provided all required documents, including proof of my residency in *****, where there is no personal income tax. Moving forward, if **** restores my account, I promise to only use it for personal transactions, specifically for transferring money to and from myself, and will refrain from using it in any other way.I kindly request Wise to provide an explanation for the closure of my account and reconsider their decision. I believe the closure was unjustified and would appreciate the opportunity to resolve this matter fairly. Thank you for your attention to this issue. Sincerely, ******** *******

  Business Response

  Date: 09/27/2024

  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.
  
  We share more information on this page here - *************************************************************************;
  
  Your remaining balance was refunded to your external bank account on 15 September 2024.
  
  Wise Team.

  Customer Answer

  Date: 10/21/2024

  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:

  [Yes I understand you close accounts for various reasons. However I want to use a wise account just for transferring money to myself, not as a business. So I ask you to restore my account and allow me to use it in a way where I can just transfer money to myself in various currencies. ]

   

   

   

   

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

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

  Business Response

  Date: 11/08/2024

  Hi ********,
  
  I hope this email finds you well.
  
  We have received your follow up on the BBB regarding your account deactivation complaint. We will not be able to provide further information about the reason for your account deactivation and I can confirm that your account closure is final. I reviewed the case again and found that we deactivated your account in line with our Terms of Use. I understand this is not the answer you wanted to hear but we are unable to continue to offer you our services.
  
  I will respond to your follow up on the BBB but wanted to also write you an email directly. 
  
  Kind regards, 
  ***** * ********** *******
  Wise

• Initial Complaint

  Date:09/16/2024

  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.

  On August 29 I sent $43k to my bank account in ****** on ********. **** informed me the transfer would take 3-5 business days. On September 5 Wise website informed my money had arrived, but I couldn't see it in my ************** account. After asking, **** told me I needed to send proof of wealth, to share with the intermediate ************** they use (**** did not inform me about an intermediate party before). I then sent **** my 2023 tax return and my 2023 W2 form, which show more than enough funds to cover the amount of the transaction. Then 5 days later I get the following nonsensical message from ****: "The property must be listed on the tax declaration. If not, we need to understand why. You also need to send the property registry document (the document should have been issued within the last 30 days) with your recipients name on it". I have no idea what they mean with this, as it's a transfer of cash from my bank account in the ** to my bank account in ******. There is no property involved! I then call Wise call center and talked to an attendant. She seemed to be helpful, acknowledged that she also did not have any clue about the last message and said next morning **** would solve it. She asked me to also upload my payslips, which I did. Next morning nothing happens and I call Wise again. A completely incompetent attendant told me that only now that I had send a proof of wealth (the payslips), they could send it to their partner and it would take 5 business days for them to evaluate it. I asked the case to be escalated, as I told him I had send proof of wealth (tax return+W2) more than 6 days ago. He then hang up the call on my face. I tried calling several other times, but they were always unhelpful; in one time the attendant was screaming she couldn't talk to me because of a noise in her house! **** refuses to escalate my case and complete my transaction. My family in ****** is in desperate need of the money that **** is illegally withholding.

  Business Response

  Date: 09/30/2024

  Hi ********,
  

  While our aim is to process all payments as quickly as possible, as a regulated financial institution, we are required to conduct additional checks on certain transfers from time to time. These routine procedures help us ensure that our platform remains safe for all users, including yourself, while also complying with local regulations. When a delay occurs, it simply means that we need a bit more time to verify the information you have provided.

  That being said, we sincerely apologize for the level of support you received during this period and for any inconvenience caused by the delay in receiving your transfer. It is never our intention to create stress or frustration when using our services, and we are committed to improving your experience in the future.

  If you have any further questions or concerns, please do not hesitate to reach out to us - we're happy to help!

  Wise team

   

• Initial Complaint

  Date:09/16/2024

  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 US Inc. Account:******* ******* *********************************************************************************************** ** ***** *********** 08/07/1988 Account Number: ************ I have waited a while on a refund i called by phone 6 times and different agents was giving me the run around 3 promise me a full refund and the other 3 had to be new to the company I'm a single mom to 4 and i need all my funds back into my account for the amount of $ ******** thank you. 04/16/24- $400.00 Strep (Didn't do this transaction)04/17/24- $500.00 (Was new to the account and I didn't do this transaction one of my phones was lost that had my account **************/17/24- $204.95 Perfectgiftcard (Didn't do this transaction)04/18/24- $800.00 (Was new to the account and I didn't do this transaction one of my phones was lost that had my account **************/21/24- $581.09 Target (Missing order)04/28/24- $178.49 ***** (Never received my order)

  Business Response

  Date: 09/30/2024

  Hello *******,

  Usually, merchants are willing to correct mistakes that have been made when you get in touch to let them know. Its quickest to send them an email and get things fixed that way, be it a new product or a refund. Sometimes, though, a problem can be difficult to resolve on your own. If the merchant isnt able or willing to help, theres another recovery option you might be able to use to get your money back: a chargeback.

  You can dispute your Wise card transaction by filling out the dispute form. When you fill it out, be sure to give reasonably specific details and add any documents or screenshots you have to speed along the dispute process. Well take a look and let you know if we need anything else.
  
  You can find the form here: ************************
  
  Wise Team. 
  

• Initial Complaint

  Date:09/13/2024

  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 did a wire transfer from the ***************************** to ********************* in the amount of $3710.00 US dollars through your Bank. up to date the company have not received the money sent and ************* claims that your Bank (Wise) have withheld the money. i would please like your assistance in getting the matter dealt with as soon as possible. the funds was sent for the purchasing of a ****** CHR 2018. the vehicle has been ship to my country but if the remaining funds or not release i would loose the remaining money that i have already payed for the said vehicle.

  Business Response

  Date: 09/25/2024

  Hello *****,

  We are very sorry for the challenges you experienced with this transfer. We have tried to locate the payment in our system but have been unable to do so. This means that the payment most likely hasn't reached us and therefore we have no visibility of the funds.

  Because of this, we highly encourage you to reach out to your bank and start a trace with them - they should be able to help you in this.

  Thank you for your understanding. We hope that our complaint response sheds some light on the issue with your transfer.

  Regards,

  Wise

• Initial Complaint

  Date:09/06/2024

  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.

  you have issues with my personal account '' ***********************'', then why are you closed my business account '' ******************* its completely verified and everything fine, wise closed my both accounts personal and business, wise have issue with personal account so wise needs to close the personal account not the business, please tell me what you need I have everything related my business account so please reactivate my business account.

  Business Response

  Date: 09/18/2024

  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: My account was deactivated (**********************************)| **************** . 
  On this link, you can also find which steps you can take next and refund details (in case you have remaining balances).
  Wise Team

  Customer Answer

  Date: 09/19/2024

  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

  Date:09/06/2024

  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.

  On Aug 15, I added $1000 to my Wise (WiseTransfer) to use on a trip with Royal Caribbean ******** of the Seas).Aug 17 - 25 I was on the cruise and used my card only for onboard transactions with the cruise line. During this time temporary holds was placed on the Wise (WiseTransfer) card for these charges.After returning from the cruise Aug 25, I contacted *************** about the temporary holds, they stated it would be a 7 to 10 business days for the holds to be removed. I contacted **** (WiseTransfer) 4 times disputing these charges but still have had no luck. I waited until today which would be the 10 day as *************** suggested. I called Wise (WiseTransfer) again today on the 10th day with a customer service ***resentative from *************** on the line She stated that the holds were removed and the funds should be released back to me to the Wise (WiseTransfer) ***.The *** for Wise (WiseTransfer) stated she could not speak to the *** from Royal Caribbean although I gave Royal Caribbean authorization to resolve this issue. The *************** *** even stated the temporary funds (pre-authorizartion) were removed and final payment was made for ******, she even insisted she wanted to speak to a management and the Wise (************) would not transfer us to a manager. The monies that need to be released from temporary hold because the merchant has already collected full payment are:Aug 18 $353.84 Transaction:********** Aug 19 $2.95 Transaction; ********** Aug 22 $28.14 Transaction: ********** Aug 23 $14.00 Transaction: ********** Aug 23 $1.00 Transaction: ********** Aug 24 $50.95 Transaction: ********** Aug 24 $ ***** Transaction: ********** Total = $500.86 Wise (WiseTransfer) currently has my account in the negative for -$311.13 which is not true. I should have $219.84 returned after the final bill of $****** was paid.I attached the final bill to each transaction on Wise (WiseTransfer) app. I attached it to this complicate too.

  Business Response

  Date: 09/25/2024

  We have received the customers complaint and appreciate the opportunity to review and respond to their concerns.
  

  Upon review, we confirmed that all of the mentioned transactions were pending as the funds release date hadnt passed yet. We provide information about pending transfers in our FAQ article My Wise card transaction is still pending. The merchant pre-authorized these payments and this means that we had to allow the merchant 30 days to capture these funds. In this case, **** unfortunately did not receive the cancellation message from the merchant and thus we could not have released the funds as we have to keep allowing the merchant to be able to claim these funds until the reservation period ends. 
  

  We've also found that the reason why the customer's balance became negative was because of how the merchant made the charges - requesting additional charges after the total payment had already been successful - and because the merchant used the previous authorisation of the total payment to make these additional charges. When the merchant does this, they do not request a new authorisation so we are unable to inform them of the status of the customers account and this caused their balance to become negative. Unfortunately **** and other card issuers cant prevent merchants from doing this.
  

  Please note that our review additionally found that our Customer Support representative did not make a mistake in refusing to speak to the representative of the merchant even though the customer authorized them to do so on the phone. As we are sharing confidential financial information, we need to see a Power of Attorney for a third party to be able to contact on the customers' behalf and receive information about their account.
  

  All in all, we decided to partially uphold the complaint as we found that our support should have been better. During the customers initial contact, our representative misadvised that these transactions had already been successfully completed and they failed to advise that the transactions would be pending until the release dates.
  

  Wise Team
  

  
  

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me although the matter was been resolved after 29 days.  However, I have yet to receive the complimentary reimbursement of $35.00 for the incorrect information that was given to me by the representative.
  
  Sincerely,
  
  ***** ****
   
  
  

• Initial Complaint

  Date:09/05/2024

  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.

  I hope this message finds you well. My name is ***** ***** ****, and I am the sole owner of ****************, an e-commerce business. I have been a satisfied Wise customer for some time, utilizing your services for receiving payments and purchasing goods necessary for my business operations.Recently, I encountered an issue regarding shareholder information. As I am the sole owner and operator of my business, there are no other shareholders to disclose. I conveyed this information to Wise, yet I was asked to provide an ID document for "ecommerce," which is not a person but rather the nature of my business. This appears to be a misunderstanding or system error.Unfortunately, this resulted in the deactivation of my account, which has severely impacted my ability to manage my business transactions efficiently. I respectfully request that my account be reviewed again with this clarification in mind, and that it be reactivated promptly. As a sole proprietor, I rely heavily on Wises platform for my e-commerce operations, and this issue has caused unnecessary disruption.I would appreciate your prompt assistance in resolving this matter and reactivating my account. Please let me know if there is any additional information or documentation I can provide to assist in this process.Thank you for your attention to this urgent matter.

  Customer Answer

  Date: 10/03/2024

  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]
  

  Dear BBB Team,
  
  I hope this message finds you well.
  I am following up on my previous complaint regarding Wise. After your intervention, **** reached out to me with the following response:
  They acknowledged the issue but mentioned that they could not share any information with me as I had not contacted them from the email address associated with my **************** account. They offered to send a follow-up email to the associated address, and I was instructed to continue communication from that email. However, since that initial response, I have not received any further communication or resolution from Wise.
  I kindly request that you reach out to Wise again and ensure they address and resolve this matter as soon as possible.
  Thank you for your continued support in this issue.
  
  Kind regards,
  ***** ***** ****
  ****************

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 04/15/2025

  Hello ****** 

  
  Please accept our apologies for the delay in replying to your complaint via the BBB. We did respond to your complaint on September 17, 2024 via email and I’ve attached the response for your reference. We understand it can be frustrating to have your account deactivated and we do not make these decisions lightly. In the response, we explained how to appeal the account deactivation. Should you have further questions or concerns about your complaint, please let us know. 
  

  Best, 
  Wise Complaints Team