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: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.

• Initial Complaint

  Date:29/03/2024

  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.

  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:

  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 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:

  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 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:

  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 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:

  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 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:

  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 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.