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:05/11/2023

  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.

  Hello, i`m owner of vatikant llc and i been user of ********************** for more than a year. I have been using wise for my amazon payments. Everything was fine and one day woke up to see my account has been deactivated and my funds were withheld as well. Funds were not so much but why they did it?. They are not responding and before i go legal i would like to hand it over to a last complaint which i`m filing here.Thanks.

  Business Response

  Date: 05/25/2023

  We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. Upon review, we confirmed that the customers account was deactivated in line with the Wise Customer Agreement, which all customers must consent to upon account signup. As such, we are unable to consider reactivation of their account and we are unable to provide an explanation for the deactivation. At the time of closure, we confirmed that there was money remaining in the customers account. The customer has been provided with the steps necessary to obtain a refund. 

• Initial Complaint

  Date:05/04/2023

  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.

  My name is ***************************** and I am a Wise customer with email address ************************** I signed up for Wise account and passed through a very tough verification procedure where I verified my ID and a selfie and I also deposited $20 as mandated by Wise to get a bank account numbers under my name for deposits and it was successful I also ordered a Wise debit card which Wise charged me $9 or more to send it to **** then received a payment of $2137.22 from ********** into my Wise ** bank account number but this money never showed up in my Wise account upon a successful transfer.All of a sudden, I got an email from wise asking me the reason of using Wise, the reason for incoming payments and the connection to the people I will be sending money to. **** told me that I should reply to the email with the answers to my question and they wrote there "Transfer Paused" which I responded immediately.But I haven't heard from Wise and my money is missing.I already passed through the verification and hence **** should allow me use my account and send money to friends and family which I signed up for.I read thousands of reviews how **** has made customers money missing and I don't want that to happen to **** want Wise to make my funds available and not to steal it.

  Business Response

  Date: 05/12/2023

  Hello *****

  We understand having your account closed is frustrating, but rest assured this is never done without a reason. We ever only close accounts that are being used in a way that goes against our Terms of Use: Wise-Terms and Conditions.

  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.
  

  If it has been longer than 60 working days, please reach ** at *****************************; . Make sure to choose one of the options below whats your question about, and youll see our numbers and contact form there. Login is not necessary.
  

  Wise Team. 

• Initial Complaint

  Date:05/02/2023

  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.

  I'm making an App using a freelance computer programer who is based overseas. I have used the ************ last year when I sent him the initial starting fees with no problem. I went to transfer him the remaining money on April 10, 2023 as he is owed $4000 for the service, but **** said that you can't transfer more than $425 ** to his currency (PKR). I sent 3 payments of $425 and then we decided to send $1225 ** to **, no conversion. That worked. Then I go to send the remaining $1500 and Wise deactivates both our accounts. I look at my bank account and the original four transactions totaling $2500 has been taken out of my ***** ********** account. The recipient didn't get the money out of his account, so he hasn't been paid as it is sitting in his closed account that he can't access. I tried to make an appeal to return my money and I get an instantaneous response saying that "After reviewing your case we've decided to keep your account closed." If the account is closed and I can't access it, I can't get my money back and the recipient can't withdraw his money. I go through their site to try other ways and it blocks you from communicating as I was deactivated. I finally found a phone number, but the two different "customer service" persons can't see or do anything and they direct me back to the website and file an appeal - once again I get the "After reviewing your case we've decided to keep your account closed." I finally find an Appeal section of their site and file the appeal.

  Business Response

  Date: 05/16/2023

  Hello! We investigated the customer's complaint and came to a few conclusions.

  We completed 4 transfers for the customer totaling ******* USD and they were received by their intended recipient. We've provided the customer with transfer receipts as proof of each transfer. Unfortunately if the receiving account was deactivated, then it is up to the recipient to file an appeal, or request a refund of their balance. Wise cannot disclose personal details of the account of another customer and therefore cannot disclose if the customer has appealed, or received their balance. Either way, the complainant has fulfilled their part of the agreement with the recipient insofar as to pay $2,500 of the total invoice. We did not withdraw funds from the customer for the other transfers totaling $1,500 USD. All told we will not be refunding the complainant because there are no funds to return, and have already fulfilled the customer's issue.

  I am happy to pass along feedback that our appeal process was arduous so we can make it easier for our customers to appeal should their accounts be deactivated.

  All the best,

  Customer Answer

  Date: 05/18/2023

  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:04/14/2023

  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.

  We sent a number of payments to individuals who turned out to be scammers, and we filed a credit card dispute for these transactions. The dispute with our credit card companies are valid, and it's concerning that Wise allows for these scammers to do business on their platform. When we tried to make a payment in February, our option to use a credit card was greyed out. It was mentioned to use a checking account to verify ourselves and then the credit card option would become available. We then paid by checking account and, of course, the credit option did not become available. We contacted their team about this and had to wait weeks for only a few unhelpful responses. At the end of multiple emails, we were told it was a technical issue. Lo and behold, just two months later we see the credit card option disabled again after we filed valid credit card disputes. **** has been clear that they cannot refund our money, so why would we filed any dispute through Wise? When contacting their customer service about this issue again, they pressured us to (1) close the valid dispute and provide proof and (2) to file a dispute through them. I have no idea why, as consumers, we are not allowed to protect our purchases when making purchases through Wise. After several unhelpful emails and additional credit card disputes from **, we saw that our account was closed (without notice of course, only notified once signing in) and with no option to appeal. I would like to know why **** does not allow ** to file valid credit card disputes against merchants who have not delivered what they have stated they would deliver. We have all proof needed to show that these individuals are scammers and we have every right to reclaim our money if needed. We are a business and have done extensive business through Wise - it is our right to dispute and prove that our claims are valid as it is our money being sent through your system. We have not violated any *******************

  Business Response

  Date: 04/28/2023

  Hello *********,
  Upon reviewing your case, I wanted to provide some context and clarity on the issues youve raised with ****, and why after our investigation we have decided we cannot uphold your complaint.
  You write to ** primarily that your issue is that youve paid for a service to someone, and that Wise does not make it easy for you to dispute this transaction and recover your money because they have not provided all the goods and services you requested.
  **** has explained to you throughout our correspondence that we do not get involved in disputes between the sender and the recipient. Our FAQ explains that in scam cases for example, we cannot guarantee that we can recover your funds. 
  
  To be clear on the contractual obligations you made with us - you created several transfers to the same recipient, where you agreed to pay us various sums of money, and in exchange we will deliver the agreed amount to the recipient, who was also a Wise customer. Once a transfer is complete it is final. This largely has to do with legal rights to funds that banks and financial institutions like Wise are required to follow. If an individual has funds available on their account, we can make a claim against those funds and recover them if they are available. If a scammer moves those funds from the account you sent to another external account, **** does not have a legal recourse to recover those funds from the receiving bank without consent of the recipient.
  In this instance, Wise couldnt do more to investigate the transfer and dissuade you of it being potentially a scam, or expect that the recipient wouldnt provide all the services offered. **** doesnt have the authority to enforce a contractual agreement between third parties. If this customer has scammed or violated an agreement, our complaints are not the appropriate venue to recover those funds.
  Because you agreed to pay ** a certain sum, and we sent the agreed upon amount to the recipient, **** has fulfilled our contractual obligations to you, and therefore your Card providers do not have a valid case. When you file a chargeback with your card and open a dispute, you are not disputing the money you sent to a merchant who didnt complete an agreement, you dispute the funds with ****. If you file a dispute and your bank revokes those funds, you break your part of the agreement by not paying ** to send money to your recipient, causing ** a debt. While this may not be fair to you, its also not fair to **, and we cant make decisions based solely on what is fair. 

  
  Furthermore, contrary to your claims, you did file an appeal with ** and we determined that we closed your account in error and reopened your account. We sometimes are legally restricted in providing an explanation or reason for why we close an account, and therefore in some cases like yours cannot provide notice.

  
  I recognize that this isnt the outcome you were seeking, and Ive sent you another letter separately with further detail and information.

  
  Best,
  

  
  

  Customer Answer

  Date: 05/03/2023

  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:

  Thank you. I appreciate the thorough response here. I have followed up with you by email with open questions on the dispute mentions in your T&C. I also appreciate that you do not uphold this complaint, but it is correct that your agent provided misinformation in February regarding this same issue, and I could have had this resolved then without an account closure if this was reviewed properly. Lastly, I would like to know how Wise can close accounts without allowing users access to view their transactions - I believe this does not follow financial rules. I will lookout for a response to my email and will close this complaint then. Again, I greatly appreciate the professional response here.

   

   

   

   

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

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

  Business Response

  Date: 05/20/2023

  Thank you. I appreciate the thorough response here. I have followed up with you by email with open questions on the dispute mentions in your T&C. I also appreciate that you do not uphold this complaint, but it is correct that your agent provided misinformation in February regarding this same issue, and I could have had this resolved then without an account closure if this was reviewed properly. Lastly, I would like to know how Wise can close accounts without allowing users access to view their transactions - I believe this does not follow financial rules. I will lookout for a response to my email and will close this complaint then. Again, I greatly appreciate the professional response here.
  
  Hello! I've taken a moment to respond to your email and I think I owe you a separate response regarding closing accounts. 

  Upon review, while we have done everything according to policy, I find this process could have been more seamless and less arduous for you as our customer. I've offered you a token of gratitude for highlighting this issue for me again. Please let me know if you find it acceptable. 

  Financial Regulations in fact require ** in some cases to close accounts without notice, and can prohibit access to all features of the site. We've found it fit to reactivate your account, but should your account be deactivated, or if your account is deactivated and you're reading this, you can contact our support team to request your transaction history.

  All the best,

  Customer Answer

  Date: 05/23/2023

  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:04/11/2023

  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.

  My name is ***************, I am a Wise customer with email address ********************** Wise deactivated my account with over **** Euros in the account as at the time of closure. I forgot my password and I told Wise that I needed password reset link sent to my email to be able to reset password and submit appeal to claim my leftover funds on my Wise balance.In the course of my interaction with ****, a staff who has been responding to me by name ****** asked me to write to appeal department using **************** for the way forward which I did. I have sent email to **************** as instructed by a Wise Staff by name ****** with my bank information for a refund, but I haven't had a response.In my own case, I sent email to Appeal team who are the teams in charge of the this case and I haven't heard back from them.I need this to be resolved and my funds to be converted to USD currency and sent to the routing number and account number which I sent to the appeal department on April 5, 2023.My email on Wise is **********************

  Business Response

  Date: 04/25/2023

  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. 
  We share more information here: ************************************************************************************************;
  
  On this link, you can also find which steps you can take next and refund details (in case you have remaining balances).
  Wise Team.

• Initial Complaint

  Date:04/04/2023

  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.

  Dear sir/madam!I created a transfer-wise business account three months back on an LLC base but after two weeks it got deactivated I don't know why this happened all the details were the same details and then got deactivated kindly I request you please reactivate my account this is my registered Email ************************* and documents are also available Thank you

  Business Response

  Date: 04/17/2023

  Dear sir/madam,

  Thank you for your patience while I investigated into the case and consulted with the relevant teams.
   
  Please find ** Heaven's final response attached, along with a copy of Wise's Customer Agreement and Acceptable Use Policy.
   
  Please let me know if you have any outlying questions.
   
  All the best,

• Initial Complaint

  Date:04/04/2023

  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.

  they are thieves! opened an account and funded it with **** USD. once I tried to make a transfer I got a weird message that the transfer is on hold and that they need to check something.... next day my account got disabled! then I had to send a series of selfies and what not in order to access my money. in the end I got a message that they are so busy and that I must wait 30 days for a response.THEY DO NOT REPLY TO ANY EMAILS! AND ON THE ***** THEY WILL TELL YOU THAT THEY CANT GIVE ANY INFORMATION!

  Business Response

  Date: 04/18/2023

  Hello ******,

  Wise is a regulated financial institution, and as such is beholden to certain government requirements. From time to time we are required to conduct further checks on transfers to ensure the safety and security of your money, and to ensure that there are no issues in completing your transfer as intended. We cant speculate or reveal specifically what those reasons are or why your transfer was canceled, however our Terms of Use at *************************************** protect our right to do so. Our Terms of Use also mention that there are specific circumstances where we can close your account without notice. Both these checks and this right to closure are tied deeply to financial laws and regulations in the US and internationally that we are required to follow. When you discovered that your account was deactivated, you contacted our customer support team to inquire further. Unfortunately I cannot disclose any reasons for your deactivation on a public forum like this, but we have sent you an update on April 5th in order to complete the processing of your appeal or refund of your balance, which has not yet been resolved by you. 

  If you could please revisit that email and follow through on the steps required, we should be able to complete your refund, or complete your appeal.

  Additionally I have sent you an email going into further detail on your case more privately.

   

  Should you have any issues, you are welcome to reply to my email.

  All the best,
  Wise

• Initial Complaint

  Date:03/30/2023

  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.

  Dear *** or *****,I am writing to bring to your attention a concerning matter regarding my account with ****. My account was closed due to an alleged violation of their terms and conditions as they stated , without any prior explanation or warning.Following the account closure, **** informed me that I would receive my funds back after they finished their due diligence within a period of 60 days. However, this deadline passed without any communication or action from Wise. In fact, the situation has been further complicated, with **** advising me that I needed to make a complaint through the ombudsman to get my funds back.Unfortunately, it has taken nearly nine months for my case to be addressed by the ombudsman, and I am still awaiting a resolution. As a client of ****, I believe it is my right to receive an explanation regarding the closure of my account, an estimated timeline for the return of my funds, and a fair and timely resolution to this matter.I would appreciate your urgent attention to this issue and your assistance in ensuring that Wise complies with relevant banking laws and regulations. I remain hopeful that we can resolve this matter promptly and professionally.Thank you for your assistance.

  Business Response

  Date: 04/13/2023

  Dear BBB,

   

  The complainant, ** ********** (residency: ******, not a **-based customer) has an ongoing complaints' case with the **** *************************** (***) which has proper jurisdiction over this case.

  ** that case, she took ** the same matter of Wise withholding her balances for approximately 4 months as of now, and as we've provided the relevant information to that investigation, we are expecting a fair final decision as to our right to withhold funds in this case.

  That case is still ongoing, and the *** will provide ******************* professional help in this. 

  However, thus far the *** has agreed that **** still has a right to withhold the refunds of these funds due to conducting due diligence on the deactivated account.

   

  As per Wise's Terms of Use which ** ******** agreed to:

  25.2 We may suspend or close your Wise Account without notice in certain circumstances. We may at any time suspend or close your Wise Account and/or end this Agreement without notice if:
  (a) you breach any provision of this Agreement or documents referred to in this Agreement;
  (b) we are requested or directed to do so by any competent court of law, government authority, public agency, or law enforcement agency;
  (c) we have reason to believe you are in breach of any applicable law or regulation; or
  (d) we have reason to believe you are involved in any fraudulent activity, money laundering, terrorism financing or other criminal or illegal activity.
  
  Also Wise retains the right to conduct extensive due diligence where needed as per the following Terms of Use sections:
  
  9.1 We are required by law to carry out all necessary security and customer due diligence checks on you (including any parties involved in your transaction for example, your recipient) in order to provide any Services to you. You agree to comply with any request from ** for further information and provide such information in a format acceptable to **. ** addition, you agree that we may make, directly or through any third party, any inquiries we consider necessary to validate the information you provided to **, including checking commercial databases or credit reports. You authorise ** to obtain one or more of your credit reports, from time to time, to establish, update, or renew your Wise Account with ** or in the event of a dispute relating to this Agreement and activity under your Wise Account.
  
  12.7 Verification checks may increase the time for processing your payment order. We carry out verification checks, and these checks may increase the time it takes to process your payment order. We cannot be responsible for any delays as a result of carrying out those checks.
  
  We are sorry to say that there is currently no estimated date as to when the necessary checks are completed. 
  However, we will inform ** ******** as soon as these are completed, and the *** will also provide her further required information.
  
  These checks are something Wise is sometimes required to conduct as a regulated financial institution, and Wise would not be liable for the delays due to following these regulations and international laws.
  
  We equally hope this issue gets solved as soon as possible, and will be in direct contact with ** ** ******** going forward.

   

  Kind regards,

  *****

  Complaints Officer,

  Wise

  Customer Answer

  Date: 04/18/2023

  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:

  [Your Answer Here]

   Dear BBB,
  
  I would like to express my gratitude for your response and support regarding my issue with Wise. I am writing to bring to your attention certain inconsistencies with the information they have provided, which I believe to be misleading and potentially fraudulent.
  
  Specifically, they claimed that they have been holding my balance for approximately four months, whereas the reality is that my account has been closed since December 2021 and the funds have been on hold for a period of 18 months. I have ample evidence to substantiate this fact.
  
  Although the Ombudsman has informed me that the company is still holding my funds due to a due diligence process, I have provided them with all the requested documents they asked for . However, the ****** WISE )  is legally obligated to notify the client of the period and reason for holding the funds, which they have failed to do.
  
  The situation has been particularly difficult for me , as my child's expenses are dependent on me and all my funds being held by the Bank . As such, I have contacted both the Ombudsman and BBB in an attempt to recover my funds. I am therefore looking to you for assistance in expediting this process.
  
  If the bank does not return my funds in a timely manner, I will be left with no option but to seek legal action, and I will be forced to claim compensation for the hardships and struggles I have endured.
  
  In closing, I would like to stress that the documents provided to the bank are fully legitimate and that I am hopeful that the situation will be resolved in a timely manner. I appreciate your time and attention to this matter.
  
  If anything requested I can provide , please advice
  
  Sincerely
  *****
  
  
  
  
  
  

   

   

   

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

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

  Customer Answer

  Date: 05/05/2023

  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:

  [Your Answer Here]
  Dear BBB,
  I am writing to you to bring attention to an issue I have been facing regarding the refund of my money. I believe that it is my right to know the reason for the delay and when I can expect to receive my refund. I have not received any communication or proof from the concerned party, and as BBB is a legal body for such issues, I am hoping you can assist me in resolving this matter.
  Despite being informed by the company that the due diligence would take only 60 days from February 2022, it has now been more than 420 days, and I am still waiting for a resolution. I have email correspondence to support my claim from Feb 2022 .
  
  I kindly request your assistance in reviewing this matter and advising me on the steps I can take to ensure a fair and prompt resolution.
  Thank you for your attention to this matter.
  Sincerely,
  *****

   

   

   

   

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

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

  Business Response

  Date: 05/18/2023

  Unfortunately, at this time, **** does not have alternate info to provide on this complaint at this time. 

  Once we do, we will provide that info directly to FOS who is handling the customer's complaint currently. 

  As the customer's final response has been sent and nothing has changed since then, I am closing this complaint.

  All the best,

  *********************** Complaints Officer

• Initial Complaint

  Date:03/29/2023

  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.

  On February 25, 2023 I used Wise to transfer money to a ************* account. That transfer went smoothly. On March 24, 2023 I attempted to use Wise to make another transfer. I initially received a response that the money would be transferred by the end of business on the same day. I uploaded a copy of my passport and driver's license to verify my identity. When the estimated time of the transfer came and went, my account indicated that the transfer was paused while my identity was being verified. It retained this status until today.**** apparently never verified my identity to complete the transfer, but still pulled the money out of my U.S. account on March 27th. However, the transaction still displayed as paused when I logged into my Wise account. On March 28, 2023 when I attempted to log into my Wise account, I found out that my account was deactivated. I never received any notice that my account was being deactivated. AFTER my account was deactivated and AFTER the money was pulled from my U.S. bank account, I received an email from **** stating that my identity could not be verified. **** also claimed that I was not a U.S. citizen even though I am and always have been a U.S. citizen and a copy of my passport had been provided.Due to the fact that my account was deactivated, I had no way to access any chat functions or contact anyone at Wise for anything other than reactivating an account. I immediately called the only customer service line to which I had access (account reactivation) to no avail. I again provided a copy of my U.S. passport and **** driver's license. I have not received a response from Wise and was told that it may take up to 90 days to receive a refund of money that was taken. I am either requesting that the transfer to be completed or the return of the money to my U.S. bank account.

  Business Response

  Date: 04/12/2023

  Hello ******,

  We understand having your account closed is frustrating, but rest assured this is never done without a reason. We ever only close accounts that are being used in a way that goes against our Terms of Use: ******************************************;

  
  If you think a mistake was made, you can appeal our decision following the guidelines here: Ive closed my account, how do I reopen it? | ********************************************;. Well review your request and get back to you within 10 working days.

  
  Wise Team. 

• Initial Complaint

  Date:03/28/2023

  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.

  Hi dear sir I'm *************************,I was received mail from Transfer wise 07 February 2023 That Weve decided to keep your account closed.Weve completed our checks so we can process your refund.We'll return any money on your account to the refund account you told us about during the deactivation procedure.Bear in mind that refunds can take from 2-5 business days to go back into your account and on rare occasions, up to 10 working days.But Not received yet so please help me and refund my amount to my Bank Account. I was not do any activity that against transfer wise policy's.All relevant details are mentioned below and if any other details required please send me mail or text to my number.Account name: ************************* Email: ************************ Balance USD: ***** Number: ************** Amount Refund to my this account ******** Bank Account ************************* IBAN: ************************

  Business Response

  Date: 04/11/2023

  Hello!

   

  After reviewing your complaint, we have realized that the BBB is not an appropriate venue for your case as you are a customer of Wise ************* a company registered in the **************, and you are able to appeal our final response to the Financial Ombudsman Service. 

   

  Regardless, I have looked into your case, and I see that we requested further documentation on your sources of wealth. As a regulated financial institution, Wise is required to from time to time conduct additional checks on our customers to keep their money safe. This is outlined throughout our Terms of Service locate here for the **: *************************************** and here for ******. ********************************
  
  Under the terms of use, failing to adequately respond to our verification requests means we can and often times may have to limit your use of our services, up to and including deactivating your account. I cannot find any wrongdoing in how Wise handled your deactivation after we requested an acceptable document 4 times. 

   

  Additionally you have been waiting for Wise to provide you with your refund of your balance. I can see that we transferred the funds to the account requested on March 29th, 2023. I have independently emailed you the transfer receipt which you can use to track down the payment should it go missing.

  Lastly, I have independently sent you our final response letter on the subject that provides specific citations to our terms of use that align with our legal requirements, and copies of our terms of use