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Business Profile

Payment Processing Services

Wise Payments Canada Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:29/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 transaction dates: Oct 18/23 Nov22/23 Jan22/24 Jan31/24 March4/24 Transaction description:Transfer of money from my ******** Bank (national Bank) to my son's US account **************** via Wise. Problem: On 5 occasions, the money was withdrawn twice from my ************* account and my son only received the money once which means these five transfers to my son were duplicated in error. Attempt at a solution: I had to look up a number for customer service for Wise on line as there is not one easily accessible on their website. I finally found one and called them. The first few agents spoke English but not well and had trouble understanding what I was saying. I spent the month of March trying to explaing the problem repeatedly and sent in all the documents they asked me to send and then they told me they did not have the money I am missing and they do not know where it is and I should Speak to *************. I did speak to ************* and they have assured me the money was indeed sent twice and was NOT returned or redeposited into my ************* account.**** gave me a case number ******** and my Wise account number is *********. I am going to upload all the doccuments **** asked me to provide clearly showing the duplicate transactions. I cannot find a number for the Wise location in ****** and the **************** people I spoke with told me they could not give me that number either because they did not know it. I am at my **** end and hope you can help me get back the extra $2026.12 that was taken in error from my account. Thank you - Sincerely *********************************

    Customer Answer

    Date: 12/04/2024


    I heard from Wise. They acknowledged that you contacted them and they returned the money that was debited in duplicate.

    Thank you so much

    ********


  • Initial Complaint

    Date:23/01/2024

    Type:Product Issues
    Status:
    Resolved
    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 a Wise account and attempted to use the account to transfer funds from Canada to the **. The transfer of funds from my account to Wise for onward transmittal to the US was made on January 11, ****. Over the course of 4 business days (January 12 - 17, ****), **** kept requesting for banking information to verify source of the funds, and I sent these documents 3 different times due to the Wise system repeatedly requesting documents that had already been sent. The third submission was done after I had called Wise customer support to follow up and was informed that an email was sent to me with the request. The said email never got delivered and I informed the customer support rep as such. On January 17, ****, I was informed that the transfer has been auto-cancelled due to delay in submitting the requested documents which as I've mentioned above was submitted on 3 occasions. Following the cancellation of the transfer, I put in a request for a refund few minutes after the notice. Later in the day (January 17, ****) I received an email from Wise requesting proof of payment i.e receipt from my bank showing details of the transfer. This I did by uploading the document via a provided link as well as attached in a reply to the email I had received. Now I have called Wise every business day between January 18 and 23, **** to follow up on the status of the refund - and the feedback has repeatedly been an initial comment that some documents are still expected from me, and then on closer look at my account, a revised comment that the 'review team' is going through the details.So since January 12, **** has received my funds, have been unable to complete my transfer, cancelled my transfer, and now unable to issue a refund. I have already suffered loss due to the cancellation of the transfer, and I continue to suffer loss due to the delay in the refund.

    Business Response

    Date: 28/02/2024


     
    The portal has closed the complaint raised from Mr. ***** to Wise.
     
    Please find a copy of the final response attached to this email, we have also notified directly to our customer about the outcome.
     


    Customer Answer

    Date: 28/02/2024

     
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:10/12/2023

    Type:Product Issues
    Status:
    Resolved
    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 Dec 07, 2023, I used this website to send the money to my family member.
    However, the family member refused to recieve the money so they did not approve to recieve the money (they have to reply to an email/text msg to receive the money from me through the website). So, I requested to refund since the policy says “You can still cancel your transfer because we haven’t converted your money yet” I just screen captured this from my Transfer wise account. The cancel button is not working. So, I emailed to the WISE support team for refund. I told them that I am requesting you to CANCEL this transaction and REFUND MY $2000 CAD BACK TO ME. However, they sent an email saying that " we will send the money to the person you're sending it to. " The person refused to recieve the money and I am requestiong to refund. The WISE support team ignores my request for refund.

    Customer Answer

    Date: 13/12/2023

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

    I've just checked my bank account and they refunded me.

    Thank you. 

    ******* ****

  • Initial Complaint

    Date:25/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 13 september 2023 wise closed my account and i filed a complaint to them , on 19 september they acknowledged my complain and responsed that they closed my account and i have to appeal for my funds, I have no knowledge of how their refund works so i added my friends account, i actually have my bank intl currency accounts but they dont send payments to my country again so i gave them the account of a friends, they never refunded and i got an email of final response and apology and a bonus for delay only for the messages to be retracted and claimed it was an oversight. I have all email proofs, i have 534 ,379 zar in my jar which i safe kept in the account of wise. since then it has been an uphill battle, please help me.

  • Initial Complaint

    Date:19/09/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 in a difficult situation as my account has been deactivated without any explanation. I had a balance of around CAD 3000,00 in my account, which I need to access urgently. I have already submitted an appeal (#******** - 09/13/2023) and was informed by **** that they would respond within 20 working days. However, this deadline has passed and I have yet to hear back from them.

  • Initial Complaint

    Date:09/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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 send almost $6000 to Wise on April 9th via Interac Email Money Transfer to their Interac email address, ****************. My bank has confirmed that the money was deposited in their account. They have somehow managed to lose my money. I have been jerked around for over a month now and they have not returned my money. I have been unable to get past the first level of their "customer service" and they are, as far as I can tell, accepting no responsibility for this issue. As far as I am concerned this is a COMPLETE and UTTER failure of their fiduciary responsibility to their clients. I want Wise to return my money IN FULL and correct the problems within their system to ensure that no more clients are defrauded in this manner.

Wise Payments Canada Inc. is NOT a BBB Accredited Business.

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