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:03/27/2023

  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.

  i made a transaction by thursday it the status change to we are checking were running some routine regulatory checks. i understand and the status change that i will received the money by monday thats ok to me, then friday i tried to enter to the account and it shows me account deactivated they dont send me any email or nothing about my account got deleted i want to see why? i just want my account back since all the money i always received there is legitimate and i can show all the proof where the money comes, it comes from my bussines stripe account from my website i just want my account back i dont understand why it got deleted

  Business Response

  Date: 04/06/2023

  Dear sir/madam,

  Thank you for your patience while I investigated into the case and consulted with the relevant teams.
   
  Please find ********************** 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:03/22/2023

  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.

  On March 21, 2023 I created a ******** account. I had problems providing my address in the account set up and contacted their customer service department. They requested additional documents and sent a link to upload the document which didn't work. So, I sent them a image of my drivers license by email. They replied saying this was not good enough and I provided a copy of my Safe at Home card from the *******************. (This program suppresses the home adress of individuals enrolled in it due to stalking, domestic abuse, job related activities... They still would not verify my account. I logged into the account less 24 hrs later to delete it and discovered that the account was hacked. A phone number completely unrelated to mine had been set up to send security codes. (See attachment.) I contacted their customer service department and have not heard anything from them when the same department was previously active in the middle of the night and early morning hours. At this point I just want them to completely delete my account, the documents I sent them and to provide futurecustomersa secureway yo upload documents. I am grateful that I NEVER set up my CREDIT CARD information. Why? Since the account was hacked within hours of being set up I fear it could have been used fraudulently. - I have ZERO confidence in this company and won't use it.

  Business Response

  Date: 04/05/2023

  I've completed my investigation into your complaint regarding your Wise account.
   
  As a participant in certain privacy programs, you explained that you cannot provide us with a standard residential address when you were opening your Wise account, and that you could only be identified at the ** Box provided. I can appreciate you taking time to explain the  program to our team and how it affects your ability to have your identity verified with Wise. As you are aware, Wise is a regulated financial entity and has legal requirements for verifying our customers in order to use certain services, and that Wise could have used more care in handling your case.
   
  When trying to provide us with documentation, you reported to us that our secure upload link wasn't working for you. In my investigation this was because your account set up was not completed - as you were still stuck on the steps of confirming your account address and other details. 
   
  In order to complete the registration process, even at least temporarily, so that you could use our secure upload link, a Verification officer temporarily changed your address to match that of the program, and the program's phone number (matching the one you reported in your email to us). When you reported that your account *** have been hacked, in actuality this was a poorly communicated temporary measure in order for us to advance the verification process.
   
   
  I apologise for the miscommunication with this, however I can confirm that your account information has not been compromised, and we have deactivated your account. We cannot however purge all information relating to your account. 
   
  According to our Privacy policy: *****************************************************************;
   
  11. Data retention
  11.1 We will retain your personal data only for as long as is necessary to fulfil the purposes for which we collected it. As a regulated financial institution, Wise is required by law to store some of your personal and transactional data beyond the closure of your account with us. We only access your data internally on a need-to-know basis, and well only access or process it if absolutely necessary.
  11.2 We will always delete data that is no longer required by a relevant law or jurisdiction in which we operate. We do this automatically, so you dont need to contact us to ask us to delete your data. Deletion methods include shredding, destruction and secure disposal of hardware and hard-copy records, and deletion or over-writing of digital data. 
  For customers in *****************, we are required to retain this information for a period of 6 years.
   
  Our Privacy notice for ** customers elaborates: ****************************************
   
  For ********** residents:
  We will not share information we collect about you with nonaffiliated third parties, except as permitted by law, including, for example, with your consent or to service your account. We will limit sharing with our affiliates to the extent required by ********** law.

  I hope this helps

• Initial Complaint

  Date:03/22/2023

  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.

  I have created a business as well as personal account with wise.com formerly TransferWise dated on: Thu, 20 May 2021, 07:38.first i created my personal account with ****************************** and then business account using same email with wise as my business name is **************** LLC. So wise has suspended it on Sat, 4 Dec 2021, 17:19My wise email address was; ****************** and now when ever i created a wise account it suspend it again and again. I have also lodge an appeal; and i got the following response:***** (TransferWise)Dec 20, 2021, 16:14 GMT+1 Hello ********, Thank you for your reply. Unfortunately, after reviewing all the information regarding your account, we decided not to reactivate it according to our Terms of Use.further i response them as below:Hello ****,I got an email that my account will be remain closed.I know the reason and are well aware of this and your term and condition. Before this, i have contacted with support and also ask about if due to some reason as i have used same email for my personal and business account. And wise closed my business account due to some reason. Will it affect on my personal account? I got reply no.But here in this case, i connect alliant bank with my business account and to get bank account details. After this, 2 days later, my account both personal and business got closed and now appeal is closed and rejceted as well.I am US based and have running hotel there in usa through ******** and also have amazon store. So i was just receiving payments from them.Also, i sent funds to ******** to support my family. May be you suspended due to this reason.So the main concern is that as per your support, i can give you the screen shot of their reply regarding my account about no effect on other account.Also, connecting bank with wise is not illegal or not against the policy. I was just activating my business account and i this way lost my personal too.Plz review again all these things.

  Business Response

  Date: 04/04/2023

  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: My account was deactivated | Wise Help Centre . 
  Wise Team.

• Initial Complaint

  Date:03/21/2023

  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.

  $1000 was sent from a CHASE bank ending **** to my Wise account, the chase account is an account owned by my father. the transfer was done with his knowledge and permission. (the account was linked to ****)The funds were rejected by ****, due to their policy not to transfer funds from a bank account that does not have the same account holder name.I was asked where I would like to return the funds, I chose APPLE BANK ending **** (another personal account that is linked to Wise, that is owned by myself)I was told by *******, **************** from Wise that the funds was sent in will arrive, it never did I was provided a transfer receipt by ******* from **** were it stated that the funds was sent to APPLE BANK ending **** I went to my apple bank branch and showed them transfer receipt. they provided proof that the funds never reached their bank.****** from **** asked to me to provide statements from my bank that the funds has not arrived.I provided statements from APPLE BANK **** as proof.I was told by *** from **** that I need to provide statements from CHASE BANK ending **** I replied, that I can surely provide statements from CHASE - ****, but the transfer receipt stated that the funds were sent to APPLE BANK - **** ******* from **** then replied: You are definitely correct on the account ending in #**** (APPLE BANK) is the banking details we used to issue the refund. ******************************* produced a new document, called "proof of rejection where it stated that the funds were sent to CHASE BANK ******************************* is saying "our partner bank simply sent the funds directly back to originating bank, in this case, JPM ******* from ****: On the second page of this PDF you will see the details in where we refunded the money. (It says APPLE BANK)so, there is a disagreement between their employees where the funds were sent, and conflicting documentation too. meanwhile the funds were not sent to either bank, and **** stopped responding to my emails.

  Business Response

  Date: 04/04/2023

  We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. **** was unable to process the mentioned transfer due to the name on the originating bank account not matching the name on the customers Wise account. This action was taken in line with the Customer Agreement in which the customer agreed to when opening an account. Upon investigating the case timeline, *** recognized several instances in which **** could have done better. Wise refunded the amount correctly, however, feedback was given to the agents/teams involved due to shortcomings in communication and incorrectly provided documentation. A compensation offer was granted due to poor case handling and further information was provided to locate the refund at the originating bank account. Wise is available to provide additional information upon request.
  

• Initial Complaint

  Date:03/15/2023

  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.

  I have made a transfer to my cousin on Feb 13 - 2023 but at the time of the transfer her TransferWise account was closed. I did not know that. When I told her about the transfer she brought this info to my attention and I immediately canceled the transfer. Well.. today is March 14th 2023 and up to this day they still haven't send my money back. I have email them several times but they always reply with THE SAME answer. which is below."I checked your transfer ********* and it looks like were running some routine regulatory checks.We sometimes need to make checks like this its one of the ways we keep your money safe.It can take more up to **** working days for our to review your transfer but it can take longer. Well let you know when were done, or if we need any more information from you."It is WAY MORE than 10 business days already and no one has given me any other information besides, this c*** message above. I am starting to think that this business is going to be insolvent and they are keeping people's money. I just want my money back that's it.NOW, instead of refunding me or at least give me a solution, they SIMPLY DEACTIVATED my ACCOUNT lol, this is how this Company deals with their problems. Ridiculous! Now I have 2 pending transactions with them and they won't return my money.

  Business Response

  Date: 03/29/2023

  Hi ****************,

  
  I looked into your complaint with ****, where you made a transfer to your cousin unaware her account was deactivated by us. I located two transfers to your cousin recently, and in both cases **** never received a payment from you to fund either transfer. You did set up a direct debit payment from your external bank account, however **** never received either of these payments as you canceled them before they were sent to us. 

  
  Often times with Direct Debit payments your bank will withdraw funds from your balance in preparation for moving them as they move via ACH transfer, which can take up to 4 working days to arrive. In this period even your bank may conduct regulatory checks that will slow down the payment. Regardless Wise has not issued you a refund because **** never received your money. If you are having trouble with these payments missing I suggest you reach out to your bank as they should have returned the funds to your account by now.

  
  Regarding your account deactivation, we cannot share any private information regarding why your account was deactivated in this public forum. 
  You can read more here: ******************************************************************************;

  
  

• Initial Complaint

  Date:03/14/2023

  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! My phone died due to water damage and it couldn't turn on anymore. After getting a new phone, I tried guessing my old password (too) many times and my account got locked. I got an email that my account was "deactivated", with a balance of ****** USD!!! The support told me they can't tell me why it was "deactivated" and I was instructed to email ****************** BUT never got the answer back (appeal sent on 9/9/2022, today is 3/14/2023). After multiple emails sent I still have my account "deactivated" and my money confiscated by this company. **** robbed me of ****** USD! Please return MY money as soon as possible. I don't want my account "activated", I just want my money back - returned to the same account as the one it was sent from. Thank you! The screenshot in the attachment shows the transaction from my Chime Checking account to my Wise "deactivated" account on Aug 31, 2022.

  Business Response

  Date: 03/27/2023

  We have thoroughly investigated this complaint, and while we do understand the frustration our decision has caused, unfortunately we are unable to reopen the customers account. The full details behind our decision cant be disclosed, as that would go against our financial regulations on such matters. Our Customer Agreement, which the complainant accepted before signing in to use our services, states clearly that TransferWise can close a user's profile, should it be required. 
  When the account was closed there was indeed some money remaining on their account, and this was not refunded immediately due to the fact that we needed to perform due diligence checks on the account in question.These checks have now been completed and we have contacted the customer and requested refund account details, once we have received these details we can initiate the refund payment without delay. 

• Initial Complaint

  Date:03/09/2023

  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 was using my transferwise account to receive money from my friends and people that I know, then an agent contacted me suddenly seeking a Bank account statement and a proof of income, I've explained to him my situation and uploaded the Bank statement and proof of income, then they just closed my account for no reason, I've sent them an email, but they just didn't answer, as I said in the email, I am ready to send any id or selfie they need, but they don't have the right to just close my account without a reason.Thank you.******* ** ********

  Business Response

  Date: 04/05/2023

  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. Youve appealed our decision and **** confirms we will not be able to provide you our services in the future.
  
  

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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 January 4 2023 wise say they refund me From the screenshots (to confirm with you) you're stating that the following transfers were not made by you to this recipient: ********* - 750 USD ********* - 500 USD ********* - 750 USD ********* - ******* USD ********* - ******* USD We're aware that you've already filed chargebacks with your bank for the four transactions in the email screenshot and thusly have already been refunded. Then I asked through email they changed their mind by telling me they haven't refunded. Also I asked my bank they haven'************ hasn't refunded my money. I would like my money.

  Business Response

  Date: 03/16/2023

  We have carefully and thoroughly investigated the customer's complaint and although we are sorry to hear the customer feels they have been the victim of a scam/fraudulent activity, we have been unable to detect any access to the customer's account by anyone other than the customer themselves. This case has therefore been treated as a dispute between sender and recipient. It is the sender's duty to make sure they know who they are sending money to and whether their recipient is legitimate. No error has occurred with this customers transfers since all funds were sent to the recipient bank details provided by the customer upon transfer setup. **** takes fraudulent claims very seriously. We could not find any evidence that the transfers themselves were made by anyone other than the customer. Due to this lack of evidence, we will unfortunately not be able to refund the transactions in question.

  Customer Answer

  Date: 03/18/2023

  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]

  First your customer service say I would get refund or there was refund. Why did you delete my account and I can't see my refund if you block my account. When I try open it all the money has been refunded 

   

   

   

   

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

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

  Business Response

  Date: 03/23/2023

  Hello,
  
  I can confirm that **** has not offered a refund in relation to the disputed card payments, at any time. There appears to have been a misunderstanding in our communications which I have clarified directly via email to your registered email address. To confirm, **** is not and has not offered a refund in relation to the payments that you have has disputed, I am afraid. 

   

  In regards to the account deactivation, 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: My account was deactivated | **************** .  

   

  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:02/28/2023

  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.

  Feb 28 2023 12 dollars taken out my account then theyvclosed my account and says they have closed it

  Business Response

  Date: 03/09/2023

  Hello,
  We hear your concern, but rest assured your money is safe, and youll be updated about your refund as soon as possible. We've sent you an email with more information on this.

  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 us 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:02/27/2023

  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.

  I created a Wise account for my business, ********************* Fine Art, under the email ****************** I buy and sell fine art and from the last 2-3 years, especially during lock down, when business changed dramatically, I engaged with more European vendors, and was making purchases very successfully through Wise. My initial impression of **** was extremely positive. Then all of a sudden last year, imagine my surprise when my account was terminated without any warning/notice. According to Timea, account information is not available for deactivated accounts - this seems like a sleazy attempt to push customers toward their internal 'appeals' process (making it difficult for you because there is never any human contact so it is impossible to communicate with anyone).I am disappointed that my account, in which I transacted successfully and breaking no terms was suddenly deactivated without so much as an email notice. This is incredibly unprofessional and has created issues for my business (in particular, my Europeanpartners and vendors. My business is super competitive and the best way to stay successful is to pay promptly). I continue to do a fair amount of transactions in euros and GBP, and I don't like being whacked thousands of dollars by ********** when I have to pay in euros and I would like for the account in question to be fully reinstated, since I did nothing wrong. If this is not possible, I would like a clear breakdown of the policies I supposedly 'violated' after two years of flawless foreign currency transfers with my Wise account. I expect company representatives to direct me to the shady appeals process, but I will keep this complaint open until the issue is satisfactorily resolved and I would be very appreciative for your kind assistance. Thank you.

  Business Response

  Date: 03/13/2023

  **************,

  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 in line with Wise's Terms of Use.

  We have sent you a final response in regards to the deactivation of your account to your registered email address.

  Sincerely,
  *******
  Complaints Officer * Wise