ComplaintsforFlywire

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flywire has taken **** out of my account since October. I have no idea what this is and did not sign up for anything. I would one to get my money back. Its just *****, but still!

  

  Business response

  02/05/2024

  Hello *****,
   
  Thank you for contacting Flywire. We are sorry to hear that you are unsatisfied with your Flywire experience.
   
  We see that you are in communication with our Payment Experience team regarding this issue. Our team is looking into this issue and will communicate with you directly via email.
   
  Thank you for your patience while we work to address this for you. Please do not hesitate to let us know if you have questions or need assistance.
   
  Best,
  Payment Experience Team @ Flywire

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flywire who aquired ************* ** has fraudulently charged my personal bank account for $4.95. This was a direct ACH transaction. A fraud claim has been opened with my bank. I have attempted to call the business more than 2 times to get additional information. They refuse to assist or provide any details on to where the payment was posted to, what the services were for, or give any assistance on why they charged me. I have searched through 2 years of bank statements and this charge has never been made before. There were no services provided AND NO AUTHORIZATION was given for them to charge me. They will not assist in any way to find out where they got my information from.

  

  Business response

  01/31/2024

  Hi *******,
  
  Thank you for your message. Were happy to further assist you with the charge on your bank account.
   
  After careful investigation, we have located a payment plan that was activated on December 29, 2023 with ******-Elmshurt Health. You should have received a notification email on the same day to confirm the details of the payment plan, titled: "Payment Plan Activated: ********************* Health". You may need to check your spam mail folder, just in case. 
   
  Our records show that this charge has been reversed due to the dispute raised with your bank. 
   
  Please be advised that Flywire is a 3rd-party payment plan provider partnered with ********************* Health, and the $4.95 charge each month serves as our convenience fee. If you are unsure about this charge, we recommend to check this with the institution for more information. We will also be communicating this with ********************* Health who may arrange for someone to reach out to assist on this matter. 
   
  We hope that this helps to clarify! Thank you for your kind understanding. 
  
  If you have any other questions, please feel free to email ********************************* You can also visit our Help & Support Center to view our frequently asked questions or to initiate a chat.
  
  Kind regards,
  Payment Experience @ Flywire

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A customer of ******************** used their platform to forge fake invoices and then sent approval through stolen email account to withdraw $70,000 from my 86 year old mothers bank. Their compliance investigation department does not answer our emails. We receive emails from support saying someone will be in touch with us but they do not respond. Flywire has a huge problem if their platform can be manipulated by criminals who steal identifies and pay themselves through their platform. It should be easy to trace who sent the invoice and who was paid since it is obvious my 86 year old mother didnt owe anyone $70,000. Just because they hacked her email and approved emails they sent to themselves does not make it valid. Flywire does not have a legitimate compliance process to handle my claim.

  

  Business response

  11/01/2023

  Regarding the potential return of funds:
   
  The bank statement that has been provided lists individuals named ************************* and *********************** as accountholders, but makes no mention of an individual named *********************. Because **** is not an accountholder, we will need her to verify her identity and her relationship with the accountholders. If **** is able to provide any sort of documentation showing that she has conservatorship over **** and/or *****, that would be ideal, however in the case that she does not have conservatorship we will at the very least need copies of all three individuals photo IDs as well as any sort of official document that **** is willing to share showing that she is ***** daughter.
   
  Additionally, we should request that **** ask **** to contact Flywire through either the email *********************** or the phone number ***************) listed on the bank statement to confirm that **** is handling the situation with ***** permission. We understand that the email address appears to have been compromised, so using the phone number would be best to allay any apprehensions that we have. Having **** contact us directly would also clear up any concerns that we have regarding the possibility of elder abuse.
   
  Once we have confirmed ****'s identity, we will be able to have a much more open conversation with her regarding the return of the funds in question. The most effective way for her to ensure the return of the funds in question will be if the originating banking institution files formal disputes/chargebacks for the transactions. **** mentioned in one of her phone calls that she has previously disputed the transactions, however we have been unable to find any correspondence related to these disputes listed in Zendesk. The compliance department would appreciate if **** could provide documentation confirming that Aidas banking institution has formally disputed the charges. In order to expedite the process, it would also benefit **** to request that they file said disputes again.
   
  Regarding investigating the potential fraud:
   
  Unfortunately, Flywire is limited in the amount of information it is allowed to share regarding investigations of this nature due to federal regulations in *****************. We will be unable to share a great deal of information regarding our investigation with **** directly.
   
  **** has mentioned in previous phone correspondence that she has filed a report with the ************** of Investigations: it is unclear based on her wording, whether she is actually in active contact with the *** or if she simply filed a report and is waiting to hear back. If it is the former, we recommend requesting that her contact with the *** reach out to Flywire via the instructions in the following link: ****************************************************************************. If it is the latter, we recommend filing an additional report with local law enforcement and requesting that they contact Flywire through the same method listed above.
   
  Law enforcement contact will be able to A) established dialogue with Flywire and facilitate the filing of a subpoena for the relevant case information, B) assist Flywire in confirming Lisas identity and relationship with the accountholders, and C) assist with convincing the relevant banking institution to file additional disputes for the transactions in question.
   
  Thank you.

  Customer response

  11/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Flywire processed a transcation for me on the 11th of July 2023 with ID ************. On the 7th of September I got an email notification that a chargeback was requested and that a refund would be made. I spent the entire day and the next sending emails back and forth with '*****' even forwarding emails with my bank stating that no chargeback or dispute was requested. ***** kept insisting that one was made by the bank, I requested documentation proving this and I was sent something that meant nothing. Today 15th September I received an email stating that a refund has been made. Again all of my banks have not received any refund, and neither have I. Is flywire now a fraudlen institution? I am in school, this has a lot of negative effects to my being here. Can someone actually explain to me what is happening? I am very confused and frankly angry and helpless.

  

  Business response

  09/18/2023

  Dear Uchechukwuka,
   
  We appreciate your feedback and we are sorry to hear that our process has not been quite clear and is impacting you. Usually a chargeback is requested by the account holder or by the bank itself (without the request of the account holder). We understand you have been working with your bank that have confirmed they have not done as such; on our end, we are gathering all the necessary details that will help in explaining your case to you in a more concise way.
   
  As this is a sensitive case that would require a more in depth answer, note that we will not be addressing it under this inquiry. Instead our team will communicate directly with you on the ongoing email thread; and if you need more clarification or have additional questions, then you can reply directly to the email.
   
  We kindly ask as well to be aware that we are also working with our banking partner relaying your feedback to them so that they can continue their investigation. As such please expect that our answers won't be by the minute, however we will make sure to reply to you to keep you updated throughout the process.
   
  Best,
   
  Payment Experience Team @ Flywire 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We used Flywire to pay for a friend's college tuition. Our friend was unable to attend, and the college returned the money back to Flywire. Flywire reach out to initiate the refund via computer generated email on April 21, 2023. I have been proactively in communication with support to provide the information to have the funds returned. Flywire has a separation between support and the refunds department. The support team cannot transfer me to the refunds department and they have no number. It's now May 3rd, and frankly they are slow to move to transfer the funds back. I have sent email providing detail information they need, but support can't provide additional help since they do not do refunds. It's a complete joke. I have seen other complaints - and Flywire always seems to have just he perfect response. But bottom line they don't move fast in returning your funds. But they move quickly to receive your money and take profit from currency rate exchange... COMPLETE FRAUD... I can't wait for their replay - saying how they have tried and read through my history... Flywire - its better if you can return back my money - vs a response..

  Customer response

  05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a payment to Flywire Corp. for my daughter's college application fee. The payment ID associated with this transaction is SYK237079281 - $75.00 application fee. The payment represents a $50.00 application fee and a $25.00 administrative fee to be retained by Flywire Corp. The initial payment I made on 10-31-22 was not processed with my bank due to insufficient funds. I reinitiated the payment on 11-1-22 and my bank verified receipt of the payment by Flywire Corp on 11-8-22. Flywire Corp did not provide the funds to the University intended. The University contacted us on 11-11-22 indicating we would need to pay the application fee before they would review her application. I responded to the University immediately that payment was made via Flywire and then reached out to Flywire to find out what happened.Initially, on my first call to Flywire I spoke with a friendly and helpful agent who went above and beyond to help me. She indicated that she would need to issue a support ticket and walked me through the documentation I needed to send. The bank I made the payment through is a popular online banking service. I explained I made the payment through "bill pay" from my existing checking account. I sent her a screenshot indicating the account name and account number. I also included the payment receipt from the Bill *** section of my online banking account. She assured me this information was sufficient and expressed that due to it being a banking holiday (11-12-22) the issue would be investigated the following Monday and was hopeful the matter would be resolved no later than the end of the next week. Unfortunately, the issue is still not resolved on 11-21-22. I offered to do a three way call with a banking representative to verify the details but Flywire declined. I made the payment to the University through a different account and method but I am out the money paid to Flywire with no recourse to get my money back.

  

  Business response

  11/28/2022

  Dear ********, 
   
  We are sorry to hear that you encountered an issue with your payment while using Flywire's services, and we apologize for any inconvenience this may have caused you.
   
  After reviewing your case, we see that we have an ongoing email thread with you where we have been keeping you informed regarding the documentation needed and status of your payment. To reiterate, please note that as we have not received your funds, hence we cannot process your payment to your institution.
   
  Please keep in mind as well that for this payment, you selected the Bank transfer method for which we provided you with our banking account details to wire the funds, however you made the payment as a BillPay. The issue with Billpay is that many times banks send paper checks which we do not process; you did mention that the bank made the payment via ACH, however you have not provided the documentation to support that. 
  
  As a global payment processor, we unfortunately do need detailed receipts in order to do an investigation with our bank so they know the specific transaction we are inquiring about. Though you provided different screenshots, you never provided the exact one our team has requested many times until 11-22-22. 
   
  In regards to having a three way call with a banking representative, our agents usually declined as most banks would also decline to discuss with an outsider. We see you spoke with a manager yesterday with whom you attempted a three way call, and the banking representative did confirm they are not allowed to do a three way call, as such they did not provide much insights during the call.
   
  We can understand the frustration you must be feeling as you had to make another payment to the institution, however, with the documents you did provide, our bank confirmed that those funds did not reach our account or at least have not reached them yet. We do recommend that you work with your bank directly in order for them to recall this transaction, or provide you any further details on how they completed the transaction and we would be happy to reopen the investigation with our bank with the new details.
   
  In the meantime, should you have any additional questions, please feel free to reply to the ongoing email thread you have with our team and they will certainly address them for you.
   
  Best,
   
  Payment Experience Team @ Flywire

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 28April2022, I paid Flywire $2994, of which $2825 or **** is to be released to ************************** for my tuition. It is now 5May2022, one week later and they are still holding the funds. As I understand, they need my home address to release the funds. My PO Box is the address on file and as they ALREADY have the funds on hand, I request they release the tuition payment to the ****. If they are unable to compete this task then reverse the payment and put the funds back onto my **** and I will pay another way. I have tried calling. I have left a voicemail. I have emailed. And I receive no human communication whatsoever.

  

  Business response

  05/05/2022

  Hi *********,

  Thank you for reaching out to Flywire regarding your payment to **********************.

  Kindly note that for compliance reasons, we cannot process a payment without having the residential address of the payer on file; and we would like to clarify as well that this information is not used for mailing purposes, it's only asked for the purpose of Flywire being compliant to business regulations we are subject to.

  Looking at our communication record, we sent you 4 emails requesting the address and explaining why, with the first one sent on April 29th. As we did not receive a reply, we called you instead today May 5th to obtain said information, after which you sent us your first and only email.

  Unfortunately, as we explained above, we are unable to process the payment without the residential address on file, as such we have now refunded you the payment. Please allow **** business days for the funds to be reflected in the account, though it is usually sooner than that.

  We do apologize for any inconvenience this may have caused you. And please feel free to contact our Payer Support team at  https://www.flywire.com/company/call-us if you need any further assistance.

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I accept the full refund.
  
  Regards,
  
  *******************************

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flywire is holding a $10,800 payment of mine that supposed to be refunded, Flywire hides behind the University of Miami, the University of Miami Hides behind flywire... Both for a scam Cyber-bootcamp that was costly and useless... I am seeking my payment refund as a means to a resolution for issues while attending classes.... I will also be speaking to their bank. One cannot shield the other.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As an Englishman living and working in the **, I have to make payments on my student loans in ******. To do this, the ********************* recommends using Flywire Payment Corportation (******, **) to facilitate the payment. Flywire request the money be sent to them via wire transfer and provide instructions on how to do that from my bank (***************** *****).Unfortunately, on the mobile app for Chase the clearest way to do this was through their ********* ******** in which you search for the name of the company and verify the physical address of the company. At no point do they show you the routing number or account number of the ********************. The only thing they ask for is MY account number with the payee, in which I entered the payment ID requested by ******************** "TSL871845646" and sent the money on the 31st January 2022. Trace number: 037490014918722.As it turns out, this method of payment isn't appropriate for Flywire and they informed me they were yet to receive the payment, to which I replied my proof of payment receipt from ************** (attached). Through contact with both parties, Chase keep informing me that the payment was sent and received on February 1st 2022 but Flywire inform me that even through an investigation with their bank *********** that they have not received the money. I believe that the information in the BillPay database for Flywire Payment Corporation may be incorrect but Chase are refusing to provide me with the Account and Routing number they have on file to aid Flywire and myself in tracking down the payment, and also refuse to initiate contact with the merchant to help resolve this issue. Flywire also tell me its not policy for them to reach out to the bank, yet this whole situation could be resolved in 5 minutes by verifying where the payment was actually sent by Chase. At this point I am out $350 and still have an outstanding **** for which I can not afford to replicate payment. I would just like Flywire and Chase to initiate contact

  

  Business response

  03/21/2022

  Hello ******, thank you for submitting your feedback. As a payment processor, we strive to make the payment process as seamless and easy as possible; we're very sorry to hear that this has not been the experience you've had. Your payment of ****** USD has been sent to the final beneficiary. If you have received any late fees or penalties because of the delay in your payment being processed, could you please reach out to our support team at ********************************? We're more than happy to make sure this gets resolved for you.

*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. ↩