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:08/08/2025

  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 sent a transfer, that was canceled and denied by the beneficiary bank. Wise Canada claims to have not received the return, repeating themselves that they need proof and for me to contact beneficiarys bank. I sent proof of contact with beneficiary, the intermediate Wise Payments Canada used for the transfer and proof of denial/cancellation. Also added proof of account it was sent to funds were not received. **** has not acknowledged the proof or sent any proof of attempt to contact any of the banks involved, repeating they need more proof with out resolve. The funds were sent April 3rd and denied by beneficiaries bank April 4th due to wrong currency. ***************(Wises intermediary) states they cant give me the information as I am not their client and **** needs to request the funds. Everyone running me in circles for over 3 months now with no resolve. I need my funds returned before taking legal action!

  Business Response

  Date: 18/08/2025

   

  Hello,
  
  Your transfer was successfully completed on April 3, 2025, using the details you provided. Kindly note that **** is not liable for losses from incorrect instructions. Despite the bank slip you sent Wise indicating a cancellation, our internal tracker showed the funds were transferred and were within the beneficiary bank's system. After you reported the error, **** initiated four recall requests between May 8 and June 23.  Our partner bank has confirmed that these recall requests have been relayed to the beneficiary bank. For the funds to be returned to you, the beneficiary bank must acknowledge and process the recall request. Therefore, we recommend that you reach out to the beneficiary bank directly to process the recall. We will notify you once the funds return to us.
  
  Wise team

  Customer Answer

  Date: 18/08/2025

  Complaint: 23718483
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:23/05/2025

  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.

  We set up an account with **** to transfer US funds to our supplier, in hopes of saving money by paying lower exchange fees. On May 13, 2025 we transferred $54,953.68 to Wise to pay our vendor invoice. On May 14th, **** asked us to provide proof that our bank account matched our business name, which we provided right away (within an hour) on May 14th. Despite having this information for over a week, our payment was not processed and showed a "pause" status. We called in daily asking for updates but kept being informed that the transferred would be processed the next business day, which never happened. After waiting a week and hearing multiple excuses as to why our money wasn't sent, we started loosing trust and confidence in this company and requested a refund. We were told that refund would be processed in 1-3 business days. On May 23, we received an email asking for documentation that our bank account name matched our account information. This was the third time we provided Wise with our bank statement. On our bank statement, both the registered and operating name of the business are listed. **** previously confirmed this was what they were looking for, only to ask again. Then, we received a second email, asking to confirm our address. This information was provided when we setup the account on May 13th as we had to upload our drivers license. After this incident, we found that many customers had experienced the same issue. In fact, there is a ******** page with over ****** people on how they were frauded by ****. This raised even more concerns on how long or even if we'd receive our money back. I've tried to escalate this matter directly with ****, when calling we were told multiple times they had no supervisors or managers. I did file a complaint online but was told it would take 15 days to review. This has been a horrible experience and this company should be shut down. Can you please help me get my money back. Kind Regards, ****

  Business Response

  Date: 05/06/2025

  Hello, 
  
  While our goal is to complete all payments as fast as we can, were a regulated financial institution and as such, we may need to carry out extra checks on some transfers. This is a procedure to help us ensure were keeping our platform safe for everyone while complying with local regulations. However, we did find that our customer's experience should have been smoother.
  
  For a detailed response, please refer to our letter sent to you at your registered email address.
  
  Wise Team
  

• Initial Complaint

  Date:20/04/2025

  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.

  In late February and early March 2025, I used Wise to transfer funds from my ************** account to my ************* account. **** accepted the payments but placed both transfers on hold for a compliance review without clear explanation.Despite submitting all requested documents (identity, proof of funds, transaction purpose) promptly, **** repeatedly asked for the same files over multiple days. Communication from customer support was slow, inconsistent, and failed to clarify the cause of the hold or offer any real resolution.Both transactions were held for an unreasonable period (17 days) before Wise canceled them and returned the funds, again without a valid explanation. This process caused financial inconvenience, stress, and loss of confidence in Wises handling of client transactions.Timeline:Feb 28, 2025 $1,500 CAD transfer initiated (Transfer #: 1440149176)Mar 3, 2025 $1,850 CAD transfer initiated (Transfer #: 1434672837)Funds held for compliance review despite timely document submission.Mar 17, 2025 Wise canceled both transfers and refunded the funds.I am filing this complaint to highlight the lack of transparency, repeated document requests, poor customer support, and unjustified disruption to my transfers. I request **** provide a formal explanation for the hold and cancellation, and review this case to prevent similar experiences for future users.

  Business Response

  Date: 23/04/2025

  Dear *******,

  After investigating your claims, we found that we didn't receive the above-mentioned payment from you. Therefore, we never put them on hold for compliance checks, nor we cancelled or refunded them. We have analised the whole situation and provided you with our Final Response, sent to the email address linked to your Wise account. As regards our Customer Support, we understand that we might have done better and we have assignd you a fee credit as a gesture of goodwill. 

  We are sorry to hear that you had a negative experience, and we provided you with the explanation on how to avoid it the next time in our Final Response. 
  
  Let us know if you have any questions.
  
  Best regards,
  
  ****

• Initial Complaint

  Date:07/04/2025

  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 sent wise an email about a request for Resolution and Refund of Withheld Funds because they took out $3592.46 Cad due their own error from my wise account. I have sent emails to explain the situation to them with details however I get the same automated response without anyone looking into the situation.

  Business Response

  Date: 21/04/2025

  Hello,

  We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. Upon review, we confirmed that the customer set up a transfer to add money to their account via ************ and **** credited the funds to customer's account. Customer used the money to fund a transfer and via card transactions. However, afterwards we received a notification from customer's bank stating that the payment had failed due to insufficient funds - chargeback code 901 - which means that **** added the funds to customer's account but didn't receive the payment for it. **** then attempted to debit the funds from customer's bank once more and it failed with the same reason, insufficient funds - chargeback code 901 . In order to recover the funds, Wise deducted the remaining available balance from customer's account, but as the amount didn't cover the full amount owned, customer's account went to negative. Customer was advised to add funds to return the account to a good standing. We've sent customer a Complaint Response letter on April 11th, 2025, which provides detailed explanation of the case.

  Wise is available to provide additional information upon request.

  Wise team.

• Initial Complaint

  Date:07/12/2024

  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.

  I made a transfer to a **************** 1.5 months ago, and the funds have not yet been received. After multiple emails, **** insists that the money was paid out. However, I have received an official statement from the recipients bank confirming that the money has not been received. ****** complaints department sent me a final letter stating that, according to their records, the funds were paid out.Additionally, **** states the following in their Customer Agreement regarding their responsibility for losses:Quote from Wise's Terms:"Our Customer Agreement also explains our responsibility for losses in Section 29:29.1 Unforeseeable loss or damage. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during your sign-up process.29.9 We are not liable for things which are outside of our control. We (and our affiliates) cannot be liable for our inability to deliver or delay because of things which are outside our control."Despite these terms, **** has not been able to resolve this issue, and the money has still not been delivered as promised.I find it irresponsible that **** does not conduct any investigations into the matter. The ************* associated with **** is unable to provide any information, as everything goes through Wise. **** must be capable of tracking the funds and providing precise details about where exactly the money is, who received it, and to which bank account it was deposited.I would advise everyone to be cautious when transferring large sums of money with ****. They are not capable of executing a secure money transfer!

  Business Response

  Date: 19/12/2024

  Dear ******************* have issued our final response regarding this matter and the case is currently escalated to the *************************** (***) awaiting final decision.

   

  Kind regards,

  Wise Complaints Team 

• Initial Complaint

  Date:03/12/2024

  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.

  On 27 Oct 2024, I was living in the *********** when I opened my account with Wise (formerly TransferWise). Upon opening, I made a successful transfer of 100 Euros from my ********** acct to Wise. A second transfer, for ***** Euros, was sent, and then returned to my account because I exceeded my daily limit with *** my **********. I then made two test transfers of ***** Euros each, and they went through to my Wise account. Because three transfers were successful, I made another transfer, for ****** Euros, and this has disappeared! They are claiming to have no record of it. **** uses Adyen N.V. as an intermediary platform to transfer funds. And this is the platform that was used to filter my funds into my Wise account. I have filed complaints with both **** and Adyen. Adyen insists my account does not exist. **** is looking into the problem, but are unresponsive to emails and my phone conversations result in me being told "We are sorry for this inconvenience." ***** has false information on their website. Neither the email address *********************** nor the phone number, *************** are operational at their ******* address, ****************************. I would like my ****** Euros returned. **** and Adyen are working in tandem yet neither is taking responsibility for holding my money. I have a letter I have sent to Wise, detailing each date, and amount of transfer. If you would like to see this, I am happy to provide it. I have 10 PDF documents from my ********** account showing the transactions between the ********** and Wise, via Adyen. I am happy to provide this information to you. The reason I am contacting the BBB in Canada is because I have since repatriated to Canada, (07 Nov.) and as Wise and Adyen have offices and connections to Canada, I am seeking help at this local level. As mentioned, I have supporting bank PDFs, but they show my account numbers. If there is a safe place to share these, please advise.I await your response.

  Customer Answer

  Date: 27/12/2024

  Good afternoon, 

  Thank you for the information regarding my complaint about Wise. I am writing to let you know that all of my money has been returned to my bank account. 

  In addition, I would like to inform you that **** has been helpful in making this happen.

  The company that does deserve scrutiny, is called Adyen. I mentioned this company's name in my initial complaint. Adyen is an intermediary platform that holds onto funds between transfers. Having heard back from Wise, and next to nothing from *****, it is Adyen that was responsible for holding my funds from 13 November to 09 December, (26 days) far beyond what was expected. It is Adyen who took no responsibility for this. It is Adyen who did very little to try and solve the issue. I have attached documents sent to me by ****, after the matter had been cleared up.

  If I should file a complaint against Adyen for this incident, please let me know and I can do so as a point of record for your files. 

  I appreciate your attention to my initial complaint. The follow-up has been most helpful, especially since I am in the fortunate position to have had my funds returned. 

  With best regards,

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

• Initial Complaint

  Date:02/11/2024

  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.

  I made a transfer on September 9, 2024, from my ************* account (Wise) via ************* to a ***************** After more than 50 days, the money has not arrived at the recipient's account. After filing an official complaint with ****, I received a response stating that they have disbursed the money. They cannot trace the transferred funds as it was disbursed through ************. I find it irresponsible for a money transfer service provider to be unable to trace funds. I expect to receive an official bank statement from the ************* that processed the transaction and a way to verify where my money was sent.

  Business Response

  Date: 05/11/2024

  Hello ****,
  
  We investigated your complaint and we fully sympathise that any funds missing can be a source of frustration.
  
  Unfortunately, there is no way we can recall this type of payment as we confirmed in the final response letter provided to you on the 29th October along with the transfer receipt. Account statements are downloadable from our website, FAQ: **************************************

  Wise sent your transfer according to your instructions and we used reasonable efforts to ensure that it was credited to your recipient or sent back to us.
  
  Kind regards,
  Wise team

• Initial Complaint

  Date:03/09/2024

  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.

  My mom has transferred $10,000 CAD on Aug 16, 2024 from her bank account to my Wise Account. **** sent me an email on Aug 19, 2024 confirming they have received the funds and asked me to set up a transfer for the money they have received. They stated that if I dont set up a transfer in the next working day, theyll give me a refund anyway. I tried to set up the transfer by logging into my Wise account; However, there was no balance in my account. I waited a few more days and there was still no balance in my account. I called them and asked why there is still no balance in my account. They advised me to send them the Proof of Payment !!!I provided them with the Proof of Payment from the bank (an official letter from the bank) and screenshots of the sender's bank account showing them all the necessary information. They still have held the funds and have not released them either to me or refunded back to the sender.

• Initial Complaint

  Date:06/05/2024

  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.

  I use Wise to perform business transactions for my business. I attempted a transfer on May 6, 2024, to move money from my Wise business account to my business's bank account. I have performed this very same transfer several times in the past with no issues. I put in the reason for the transfer, which was "Dream Yacht Charter revenue" and they halted the transaction because of the word "dream" in that reference comment. That's how intelligent their system is. I now have to wait 5-10 business days for them to review and release the funds. I do not have this time to wait as this is very urgent.

  Business Response

  Date: 21/05/2024

  Hello ****,

  While our goal is to complete all payments as fast as we can, we’re 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 we’re 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 you’ll know the status of your transfer at all times.

  You can read more about how long additional checks may take on a transfer in our FAQ Article Here: How long will additional checks on my transfer take? 

  Wise Team

  Customer Answer

  Date: 21/05/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21671521, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:15/04/2024

  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 used Wise Payments *** to transfer money to a person in ***********. I used an etransfer to send the money from my bank account to Wise ******************** and they acknowledged receipt of the money. They attempted to send the money to the recipient, but there was a problem on the recipient's end and Wise Payments canceled the transaction. Since then, they have refused to attempt to resend the transfer to the recipient or return the money to me. They have asked me to prove again that I sent the money to them by sending bank statements showing the account number and details and that the money was removed from the account on the date in question. I have provided them with the etransfer record showing that the etransfer was accepted by them as well as bank statements showing the money withdrawn from my account, and still they have not completed the transaction or returned the money. The money was sent to them on April 2, 2024 and it is now April 15, 2024. According to their website, the transaction should have been completed in 1 to 3 days and a refund should also be completed in 1 to 3 days. They are providing no explanation about what the problem is and their support staff are only able to read from a standard script about possible issues, which don't apply in my case, rather than looking at this specific transaction. I've asked to have a manager call and, although someone did return my call one time, she still could not provide any answers as to why this is not a routine refund based on them not being able to deliver the money to the recipient or why they won't resend the money to the recipient or refund the money.