Complaints

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:04/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Facilitated a Fraudulent Transaction and Refuses to Return My Funds Despite Full Evidence What Happened:On March 17, 2025, I used Wise to send $668 USD to a Vietnamese vendor (IVIRGO Hair) for what was advertised as 100% human hair bundles. Instead, I received synthetic blend hair, despite paying a premium price. The product was misrepresented, and even the shipping label declared it as synthetic hair, proving the vendor knowingly committed fraud.After raising my concerns, the vendor agreed in writing to issue a refund once I returned the product. I returned the hair in good faith, at an additional personal cost of $110 USD. The vendor confirmed receipt of the returned item, but till now i am yet to receive my money I submitted all documentation to Wise, including:Proof of purchase Chat records with the vendor confirming a full refund Return tracking and confirmation Photos showing the products condition Proof of refund denial Till now, I am yet to receive my full refund despite returning the goods, and Wise has failed to intervene or take any meaningful action. I have made repeated efforts to resolve this, but Wise continues to insist I deal directly with the vendor the same vendor who defrauded me.What I Expected:Wise should have initiated a recall, refund, or chargeback, especially after I submitted indisputable evidence of fraud and the vendors breach of our agreement.Resolution Sought:Refund of the full amount paid Reimbursement of $110 USD return shipping A formal response and commitment from Wise to protect users when fraud occurs on their platform Supporting Documents Available Upon Request:Transaction receipt Product photos and declared shipping label Return tracking confirmation WhatsApp chat logs with vendor Email exchanges with Wise

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 number account ********* I have never encountered a slower service. I made a payment at 13:11, it is now 17:19 and the payment has not been processed, why do you write that it will take 15 minutes, and then it drags on for such a long time, this is not normal. You expect that your money will be sent quickly, but in reality it turns out that you will wait more than 8 hours until they process your payment. The support service also does not provide information about the processing time and works very slowly. You cannot cancel the payment, and even if you could, then judging by the reviews, you will have to wait more than 10 days for a refund and there is no guarantee that you will receive it.

• Initial Complaint

  Date:29/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In summary, I was owed a refund of $1,324.03 by Wise and they sent it to a completely different bank account. I have been waiting for my refund since April 15th. I needed to make a payment of 812 EUR ($1,324.03) to a wedding planner in the ******, ********. I decided to do this using Wise. The way it works is that I transfer a payment to their account in *******, and they send it on to my desired recipient. I organized all this in my Wise account, and sent the amount from my personal ********** account on April 14th. I was unable to include the reference number when making this transfer, as it was not an option on my online ********** portal. Shortly after, I received confirmation that Wise had received the money but that they could not confirm it came from my account so they requested confirmation. I provided multiple documents and screenshots to prove the money came from my ********** account, however each of these was refused by Wise.The next day (April 15th), I cancelled the transaction and paid my recipient through alternative means ********* Wise notified me that my refund should be issued with 2-5 days. This money, however, was never returned to my account.I have been going back and forth with Wise by email and phone to get my money back. They have requested - and been sent - proof of payment and proof that I have not received the refund multiple times. I have since sent letters of demand to their ********************** and ************* headquarters; according to Canada Post tracking, these have both been received but Wise has failed to confirm this by email or phone as I requested in the letter. I received a 'final reply' from their Complaints Officer indicating that they initiated a recall of the funds on May 13th, but that it could take up to one month. I had additional follow-up questions for this officer, but he has stopped replying.

  Customer Answer

  Date: 30/05/2025

  I omitted to mention that Wise sent me a written confirmation of the account to which they sent the money. It was to a ******** account in ******* under the name of '***** ****'. I am not associated with this account, nor have I ever had a ******** account. Also, my ********************** account and my Scotiabank account are both under my full name, '***** ********* Jane ************

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of the transaction:The transaction was initiated in [e.g., April 2, 2025].Amount paid:I transferred approximately [3200CAD (184000INR)], which was to be sent to a recipient in ****** via bank transfer using Wise (TransferWise).What the business committed to provide:Wise committed to transfer the funds securely and deliver them to the recipients bank account in ******. The estimated delivery time was typically within 24 business days.Nature of the dispute:A few days after the transaction, my Wise account was suddenly banned without explanation. The recipient never received the funds, and I have not been refunded either. I submitted all requested documents for verification and completed every step asked of me by Wise. Despite this, the funds remain in limbo. I also cannot access my account to check the transaction status or communicate effectively with their support team.Has the business tried to resolve the problem?No proper effort has been made to resolve the issue. Their customer service has been unhelpful, often disconnecting phone calls or failing to provide meaningful updates. I submitted an appeal as instructed and was told it could take up to 30 days. However, I am left with no access to my account, no confirmation of where my money is, and no clear timeframe or resolution.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sent an etransfer I got confirmation it got deposited in my account my bank doesnt show my balance, they stole my money they have 0 support to give it back to me. I confirmed with the sender over the phone that the funds indeed went fully through

• Initial Complaint

  Date:23/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 my account and verified over a month ago myself completely and was expecting payments to pay workers and account was closed without any reason submitted an appeal but no one is responding

• Initial Complaint

  Date:30/11/2024

  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.

  On or about 27 November I attempted to use Wise in order to transfer money from my US bank account to a friend in the country (not state) of *******. Wise directed me to a third-party web site for "verification" purposes. This web site asked for my debit card details, which I provided. The web site had a check block for a music streaming service, **************, which was offered for $39.95 per year. I unchecked the block--thinking it was strange that this verification site would try such trickery, and hit the submit button. Today, an outfit known as *************** tried to charge my debit card for that amount--my bank flagged the transaction and I reported that the charge was unauthorized, which resulted in my debit card being shut down permanently. Wise is totally responsible as it shunted me to this third-party "verification" site, and either knew or should have known that the verification web site was attempting to deceive people into subscribing to a music service. And even though I unchecked the block saying I wanted to subscribe, I was still fraudulently charged. *************** was denied access to my funds, but the loss of the debit card means I have to go through a lot of trouble to get a new one with the *********** strike ongoing. My bank will not send a debit card to ****** and it will have to be sent by courier from a neighbor in ******* who will pick up my mail there. It will cost around $100 for the courier service to ship my new debit card to me. This is ALL Wise's fault--if they use a "verification service" that scams the people Wise sends there, then it's all on Wise for doing so. I have included a transcript of my conversation with *************** and the notice of the fraudulent activity from my bank.

  Customer Answer

  Date: 23/12/2024

  Wise offered to send me $55 CAD as compensation for the trouble they caused me.   You can close the case.   I do not know if Wise has changed its business practices, i.e., sending customers to a third-party web site for identity verification purposes---a third-party web site that scams people.   I will never use Wise again.   Scam me once, shame on you.  Scam me twice, shame on me.  

  Thanks for trying to help!

• Initial Complaint

  Date:26/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 sept 16, I transferred money (4000$) from my joint bank account (BMO) to ******************. It should have taken maximum 3 business days. On Thursday, i contacted them and they told me that the issue is with the bank as they did not receive it. I went to the bank and they told me that the money went through and showed me proof. I contacted Wise again and they told me this would be solved in another 2 business days. I could not wait longer as i was going to be travelling and needed this money. I asked for a charge back through *** and they did not respond. I want my money back as they did not add my transferred money to my wise account for me to use on my trip. I will instead use my credit card and i also need my money back in order to pay my credit card

• Initial Complaint

  Date:26/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction April 4th, 2024 Cad $3100 It was a transfer made thought wise.On April 22nd, 2024, an agent told me that they cancelled the transaction and they company was going to refund me while on April 22nd, 2024, another agent told me that they will not.Transfer number ********** It was an ad from Facebook.On April 4, 2024, I made a Canadian transfer of $3,100 through Wise to pay for a 2 bedrooms rental property advertise on FB. On April 17th, I discovered it was a scam and while going through my emails to find all the info regarding this transaction I discovered that wise had sent me an email on April 10th telling me that they deactivated my account because I was being scammed and if I think it's not true, I can appeal the decision. I tried to appeal the decision so I could get in touch with WISE. On the morning of April 18th, I received an email from WISE telling me that unfortunately, for some reason they cannot tell me, my account will remain deactivated and everything I have already sent to them will be refunded. This same April 18 in the morning I found WISE number on ****** and called them, I explained the situation and the representative told me that they will contact me later to tell me what happened with money. Around noon I received an email informing me that they had sent me an email on April 10th informing me that I was being scammed and that I had a few steps to take. I waited until I was done working to call them back. When I called around 8 p.m. on April 18, I had a new representative told me that they already canceled my transfer and I will have the refund before April 23, but it can before that. So, on the evening of the 22nd when I did not receive my money, I called WISE again, now I have another agent saying that I was not going to have a refund. How can 2 different agents old the different thing? They knew what was happen and they keep the money pretending that they already sent it. I need Wise to investigate.

• Initial Complaint

  Date:04/03/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 February 24, 2024 I opened a Wise account with the intention of sending funds to *****. I set up the payment of CAD$ ****** and sent it through Interact e-transfer via the payment platform Wise. After a few minutes I had second thoughts and decided to send the payment through credit card, always using Wise, so I cancelled the first interact e-transfer expecting to receive a refund for that. As per Wise request, I have sent all sort of documents, including screenshots of the transfer, copy of my bank statements, with highlighted copy of the e-transfer, copy of my bank details, but they havent refund me the funds and claim they cant locate the e-transfer.