Complaints

This profile includes complaints for Wise US Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wise US Inc.

  30 W 26th St Fl 6 New York, NY 10010-2073

• 

  Wise US Inc.

  366 Adelaide St W Scarborough, ON M1V 1R9

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:06/18/2025

  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.

  Wise US, **** closed my business account without clear reason and is delaying refund of $4,000. I filed an appeal (rejected without explanation), and my funds are still not returned. Full details attached with timeline, **** responses, and CFPB complaint history and also Wyoming banking division response

  Business Response

  Date: 07/02/2025

  Hello,
  
  Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. Rest assured, this is only ever done due to conflicts with our Terms of Use. When an account is closed with balances, we need to carry due diligence checks first. These checks can take approximately 60 working days (you cant count weekends or holidays), and youll be reached as soon as everything is done from our side. Please see your formal complaint response issued on the 29th of May for more info. 
  
  Thank you,
  Wise Team
  

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I understand that financial institutions may, in some cases, be limited in what they can disclose due to regulatory obligations. However, I believe I am still entitled to clarity regarding the status of my funds and a fair process.

   My business account (*************************) was closed without warning or explanation on May 16, 2025. I submitted an appeal and refund request that same day, which was denied the next day with no reasoning. I was initially told the refund (~$4,000) would take 210 business days, but that has since changed to a 60 working day due diligence process, with no defined start or end date, or confirmation of progress.

  I am not seeking privileged information or to contest Wises right to close the account. I am simply requesting:

  1. Written confirmation that my funds are safe and being processed for refund,

  2. A reasonable and specific timeline for when I can expect the refund,

  3. Transparency regarding when the due diligence process began and what to expect next.

  As a small business owner, having my operating funds held indefinitely without meaningful updates creates both financial and emotional stress. I **** **** will take this opportunity to provide a more transparent and timely resolution

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ****
  
  
  
  
   
  

  Business Response

  Date: 07/07/2025

  Hello,
  
  We hear your concern, and we want to assure you your money is safe. When an account is closed with balances, we need to carry due diligence checks first. These checks can take approximately 60 working days from when the account was first closed. We're unable to provide exact dates, as there's never any guarantee on how long the checks will take. I can confirm your account balance has since been refunded on the 4th of July, to the refund details provided to us. We thank you for your patience. 
  
  Wise Team
  

  Customer Answer

  Date: 07/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:06/11/2025

  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 opened an account on wise to send money to *****. I connected my bank account, indicated the amount I wanted transferred, and then got hung up on the need to provide a selfie. I saw no way to take the selfie - no camera appeared on screen, there was no way to attach a selfie, etc. I called wise to explain the problem and they just told me to try a different computer, laptop, phone, or whatever. I had done that and realized the glitch was with wise, so abandoned my attempt and used another money transfer service to do my transaction.A week later I received an email from wise saying my transaction had been cancelled and they were refunding my money, which would take up to 10 days. ***???? I had never completed the transaction, so why was money being refunded? I called wise to find out and was told that, in anticipation of the transaction going through, **** had taken money from my bank account to ensure it was available for the transfer IF AND WHEN I COMPLETED THE PRICESS. Since there was no transfer, they were returning it. **** had the use of my money for several days without authorization. There was no reason to prematurely take money from my account; if I didnt have money there at the time I completed my end of the transaction, it simply would have failed - and would have been my fault. I demand that I be paid interest on the money for the period wise unlawfully had it. I think this is a dishonest business practice to say the least; I will never do business with wise and will make sure my friends and acquaintances dont, either.

  Business Response

  Date: 06/26/2025

  Hello,
  
  We believe there is some confusion regarding the circumstances of your transfer due to misinformation from a member of our support team. Please be advised that **** can only collect funds from payments authorised by the customer. We have provided further information and clarification regarding this case via our official complaint response letter. Please see this letter for further details.
  
  Wise Team
  

• Initial Complaint

  Date:05/29/2025

  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.

  Misdirected ACH Payment No Resolution or Timely Support from Wise On April 2, 2025, a $2,000 ACH payment was sent via Wise (originating from **************) intended for a contractors account in ******. However, the funds were misdirected to a ******** omnibus account (Acct: *********, which cannot post to the intended recipient.We provided Wise with full transaction details (including ACH Trace ID: *******************************, and they claimed to have initiated a return request on April 18, 2025. However, to date, the funds have not been returned. ******** has confirmed that due to privacy restrictions, they cannot provide any assistance and that only Wis, as the originating financial institution (ODFI), can formally escalate and resolve the issue.**** has failed to provide:?A clear return timeline ?Confirmation that ******** received the return request ?Any follow-up or active handling of the case since the initial response We are deeply concerned about the lack of resolution and transparency in this matter. The funds are currently unclaimed in a ********* account, and this delay is causing serious disruption for our business.We are requesting Wise to:- Immediately confirm the status of the return request with Citibank - Provide proof of the return request submission - Offer an estimated timeline for the resolution - Ensure accountability for the recovery of these funds Business Involved:***************************************************************************** ************

  Business Response

  Date: 06/12/2025

  Hello
   
  We are sorry to hear about the error in your transfer and your difficulty in the recovery of your funds. Please be advised that recall attempts rely heavily on the compliance of the beneficiary and beneficiary bank. Some banks respond but other do not. 
   
  We have reviewed your case and sent you a response letter directly regarding your concern. For more detailed information, please refer to the complaint response emailed to you. 
   
  Wise Team

• Initial Complaint

  Date:05/24/2025

  Type:Customer Service 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.

  ??????ALERT RUN RUN FAR AWAY FROM THIS??????ALERT RUN RUN FAR AWAY FROM THIS COMPANY. I HAVE BEEN A LONGTIME MEMBER OF **** AND SINCE MARCH. I'VE BEEN TRYING TO GET A REPLACEMENT DEBIT CARD. I HAVE SPOKE WITH COUNTLESS EMPLOYEES AND ONE MANAGER WITH THEM. NO RESOLUTION IN SIGHT I KEEP GETTING TOLD. IT'S GETTING ESCALATED, IT'S GETTING ESCALATED AND THEIR ESCALATION TEAM KEEPS DROPPING THE ***** THIS COMPANY ALLOWS THEIR EMPLOYEES TO SOUND LIKE MACHINES AND CUTTING PACE RESPONSES OVER AND OVER AGAIN AND NOT GIVING A GENUINE RESPONSE. THIS COMPANY MAKES IT HARD FOR YOU TO CLOSE YOUR ACCOUNT AND WITHDRAW THE MONIES OUT OF YOUR ACCOUNTS. THIS COMPANY HAS POOR BUSINESS PRACTICES AND CANNOT BE TRUSTED. I'VE NEVER HEARD OF AN ESCALATIONS TEAM DROPPING A BALL AND LEAVING THEIR CONSUMERS IN THE BALANCE. I'VE NEVER EXPERIENCED P*** POOR BUSINESS PRACTICES. I AM GOING TO REPORT THIS COMPANY TO THE BETTER BUSINESS BUREAU AND THEIR PRACTICES. IT SHOULD NOT TAKE ABOUT 3 MONTHS, JUST TO HAVE A DEBIT CARD REPLACED.AND IT SHOULDN'T TAKE THREE MONTHS TO CLOSE THE ACCOUNT OUT TO TRY TO GET YOUR MONEY OUT OF IT.EITHER SOMETHING SHADY IS GOING ON WITH THIS COMPANY, AND THEY CANNOT BE *********** HAVE BEEN WARNED.

  Business Response

  Date: 05/30/2025

  Hello,

  
  Verification is a very important step for us, and because of that were very diligent with this process. Speed is our priority, but so is keeping your money and our platform safe. When there is a delay, it means we need a little more time to verify the information you have shared, and updates are shared as soon as everything is completed from our side.

  
  Wise Team.

• Initial Complaint

  Date:05/08/2025

  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.

  May 8th 2025 $145.78 i attempted to transfer money from my Canadian account to my *******. Wise wallet account. Once I did it via e-transfer, I looked at the app and it showed that I had to confirm the senders details, I knew I couldn't wait so I tried to cancel, THERE WAS NO OPTION to cancel UNLESS I confirmed the senders details aka ME. once I did that, there's a cancel button which I pressed as it showed that it will take 2 business days which wasn't shown at the START of the transfer. As soon as I pressed cancel, it says (with screenshots provided) we will refund any payments you have made back to the same account. If we can't process the refund, we will reach out to you on the next steps and I pressed cancel transfer which also said failed to transfer. I waited and no one called me so I proceeded to call them, I called three times both *****s said it will take 2-3 business days before they release my money! On the website, it doesn't show that it will take x amount of days. As they said they're investigating. I said but I don't want the transfer processed so don't process/investigate. They said no. The third ***** said and I quote it could take infinite amount of days meaning he doesn't know when it will be released but I should wait. I'm complaining because there was no time or option or link that shows on their app BEFORE and after transferring that it will take some time to transfer. The system is flawed and theh refuse to take accountability. There's no point of putting a cancellation button after verifying if you're not going to cancel! Its like holding someone's money hostage!There no where on their website that ********** can be help for investigation for however long! Now I can't cancel the transfer or process the transfer. There's no option but to wait. Check their reviews on BBB - flawed and extremely difficult company to deal with. I can't even close my account.

  Business Response

  Date: 05/14/2025

  Thank you for taking the time to let us know about your concerns which weve summarised below:
  
  You are unhappy with the suspension of your incoming transfer from 08th May 2025 due to security and due diligence checks. You are unhappy this transfer was suspended for a Sanctions review and want us to cancel the transfer and refund the funds as soon as possible. 

  Having closely checked your communication with our support team and our sanctions team, I can confirm that should you run into a similar situation in the future, the guidance and information you will receive from our support team will be the same. All the advice you received on this matter was correct and according to our procedure. 

  Once this transfer was initiated, the Wise system suspended your payment in order to conduct a sanctions review. Please keep in mind that there are a number of reasons why these checks occur, and once a transfer is paused, **** must carry out the review. Regrettably, this may cause delays in the transfer process.
  
  While Wise can sympathise that these checks can be both inconvenient and frustrating, there is sadly no way to speed up or skip this process.
  

  I would like to bring to your notice that we are required by law to carry out certain security and customer due diligence checks on you in order to provide any Services to you and allow you to have and maintain a Wise Account. In some circumstances, we might need to also perform checks on other parties involved in a particular transaction (for example, on your recipient).

  
  Additionally, You agree to comply with any request from us for further information and provide such information in a format acceptable to us. Furthermore, we may delay processing a Money Transfer in certain situations, including if we need to confirm that the transaction has been authorised by you, because of verification checks or due diligence reviews, or if other payments to your Wise Account have been reversed (for example, because of a Chargeback or Reversal). **** is not responsible for such delays, where we have acted reasonably.

  
  We may delay a withdrawal in certain situations, including if we need to confirm that the withdrawal has been authorised, to complete verification checks, or if other payments to your Wise Account have been reversed (for example, because of a chargeback or Reversal). We cannot be held responsible for any such delays, provided that we have acted reasonably in delaying a withdrawal. 

  
  Wise is a financial institution, so we need to know whos using our service, why theyre using it, and that their money comes from a legitimate place. It helps us combat money laundering, and keep everyones money safe. We have different regulatory requirements in different regions. Because of this, we may need to ask more, or different, questions, depending on where you move money to or from, or where you live.

  Our records show that the transfer was cancelled by you and funds refunded back to the original account on 09 May 2025. The time it takes for a refund to get paid back into your account depends on a number of things. These include the way you paid for the transfer, the currency you paid with, and how long your bank takes to process refunds:

  
  Direct debits take up to 1 working day
  Card payments take 210 working days
  Online bill payments take up to 1 working day
  Wire transfers take 3+ working days
  
  Although we understand this has been a stressful experience and we apologise for any inconvenience this has caused but Wise is required to perform sanction checks as a regulated financial institution and the checks were carried out in line with our policy and within our service levels.  
  

  Outcome of your complaint
  
  While we do recognise how stressful and unpleasant a transfer suspension can be, as a regulated financial institution, Wise is required by law to carry out these checks. In this situation, we will not be upholding your complaint.

  While our goal is to complete all payments as fast as we can, were 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 were 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 youll know the status of your transfer at all times.

  
  Next steps

  
  Contact details for your regulatory body

  
  Please consider this our final response on this matter. We understand you may not be satisfied with the response weve given you. In ******, no regulatory body is currently available for consumers to submit complaints against payments companies or *************** Providers such as Wise. We encourage you to reach out to your local regulator to support the addition of Complaints against *************** Providers under the remit of the Canadian government.
  
  

   

   

• Initial Complaint

  Date:05/08/2025

  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.

  ********* (Not a real bank, but an international money exchange platform) closed my account and I still have money on the account. they have instructions for how to file an appeal on their website but when I click through, it forces me back to the log in screen and I can no longer log in because my account was closed. I think they closed my account because I signed up using multiple email addresses but no one warned me about doing that and no one from customer service is answering my emails and I would like my money back.

  Business Response

  Date: 05/23/2025

  Hello, 

  We believe there is some confusion regarding the status of your wise account.

  For more detailed information, please refer to the complaint response emailed to you.

  Wise Team

• Initial Complaint

  Date:05/01/2025

  Type:Order 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.

  did not release the funds. even if i was able to provide supporting documents.

  Business Response

  Date: 05/14/2025

  Hello *******, 
  
  Thank you for bringing your concern to **. I can confirm we've responded to your complaint in detail via email. The transfers in question were refunded back to the sending account on 2 May 2025, as the information provided during our routine checks was incomplete. We reached out on 1 May requesting more information but did not receive what was needed to clear our checks and we processed the refunds back to the sending account. You can refer to our complaint response sent via email, and also attached here, for more information. 
  
  Best, 
  Wise Complaints Team

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service 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.

  On April 7th I sent a transfer to an incorrect vendor on Wise app. The company I am using to make payments to a wedding in ******, Vivid Occasions was the intended recipient. Vi Vo popped up and was sent to instead. This was my first payment. *** requested the funds be returned 11 different times. *** filed complaint with **** and they continue to tell me they are investigating but would never give me any information about the *************. I wouldve gladly contacted them or my bank even offered to help me with this as I was going to report fraud. I received nothing in return for a $2000 payment to a company I couldnt even tell you what they do. Ive tried to look them up and cannot find any solid contact information.

  Business Response

  Date: 05/08/2025

  Hello, 
  
  Wise processed the payment in question according to the instructions originally provided to us. We understand this payment was not made to your intended recipient and as such we initiated a recall, which was successful. Your money has been refunded in full. For more information, please review the response sent to you via email on the 8th of May 2025. 
  
  Wise Team

• Initial Complaint

  Date:04/16/2025

  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.

  As a self employed digital marketer/nomad, often times you find yourself needing to send international transfers to suppliers or pay expenses. You may also find yourself needing to send a different currency rather than USD, which is where a company like Wise(Formely Transferwise) is suppose to come in. I have been a customer of theirs for over 5+ years, & up until now I have had great experiences.On April 7, 2025 I had recieved a payment from one of my clients to my wise account. While it was larger than I have normally recieved, I was not concerned as this is a legitmate transaction with invoice and agreement in place. Once this payment was recieved, **** asked me to verify my income & froze my account. While frusterating..I was not concerned again, as I can defintely do so. After several back and forths with their auto-generated verification process they collected my tax return, bank statements, invoice for this particular payment, & a face identity scan. While this was a bit uncomfortable personally as my account was already fully verified and in good standing for years, I submitted everything they requested just to be denied and *************, they rejected my appeal and gave me the option to have my balance sent to my bank. Although, I am grateful this was swift and was not held up for a month like others have reported.. this is frusterating they have disabled my account. I have called their support number multiple times and have even emailed them to just get the generic reponse about how they are regulated. They even pointed me in the direction to file a BBB report, so here I am doing ***** goal: Yes there is other alternatives to Wise, I could go some where else and frankly maybe I should. However, I am confident this is a mistake on their end and a misunderstanding to which I am hoping the business can give this a second look.

  Business Response

  Date: 04/24/2025

  Hello,

  Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. Rest assured, this is only ever done due to conflicts with our Terms of Use. 

  For more information regarding this case, please see the letter sent directly to your registered email address. 

  Wise Team 

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While yes, **** has replied to my compliant and refunded my balance even prior to to creating a complaint with the BBB, I am dissatisfied with their decision to close my account vaguely and without clear reason. My account was in fully good standing and I have provided all information and documentation they have ever requested. I would only be satisfied with a reinstatement of my account.

   

  Sincerely,

  
  ******* ****
  
  
  
  
   

  
  

  Business Response

  Date: 05/16/2025

  Hello,
   
  Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. You have appealed the deactivation of your Wise account, but ultimately our decision remains. The closure of your account is permanent, and reinstatement is not possible. This is our final decision. 
    
  For more information regarding this case, please see the letter sent directly to your registered email address.
   
  Wise Team 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  Our company has been a ******** customer for years. Our wise id is: ********* On March 31st, 2025 went online to the wise account and realized that wise blocked it. They demanded social security numbers for me and my business partner. After providing them information, their webisite informed me that it is incorrect. I attempted to corrrect the data but the site blocked my attempts and told me to contact wise. I called wise on on ***** and wasted an hour trying to get an agent on the phone. An hour was wasted. I had a bit more luck on *****. The agent I got on the phone after half hour told me that he is not able to resolve my case and needs to transfer me to a supervisor, after an hour on the phone I did not get a supervisor. Over years the service of the company and the bureaucracy got so much worse. Definitely would advise anybody against trusting financials to a company which does not have strong technology and customer service. At this point a stable bank or bitcoin seem as a much better options.

  Business Response

  Date: 04/14/2025

  Hello, 
  
  Thank you for sending us your complaint and we are sorry to hear our services did not meet your expectations. We appreciate your feedback regarding your experience with Wise. 
  
  We have reviewed your complaint and sent you a response to your registered email address. For more detailed information or additional support, please refer to the complaint response emailed to you. 
  
  Thank you, 
  
  Wise Team