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:02/27/2023

  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 received a notice from my bank of suspected fraudulent activity on my bank card from Wise. I didn't authorize the transfer and blocked the transaction, but I would like to know how they got my card and banking information. I detest companies like this.

  Business Response

  Date: 03/09/2023

  Good afternoon ****,
  
  Thank you for raising this issue. I am investigating your BBB complaint, where you informed us that someone attempted to use your bank card to fund a transfer, and you would like to know more about how your card and banking information may have been compromised.
  
  At this time in order to better assist you I would like to ask for more information regarding the attempt. I am separately sending you an email as a follow up so we can investigate this further.

  In general, there are many ways your bank card can be compromised. This can range from people stealing your card information with a faked card reader, or wireless scanner, to malware on your computer, to websites with poor security protections that you input your card information on, to websites that are fraudulent or run by scammers that falsely collect your card information. Or old fashioned methods by trying to call you and convince you to reveal your card information. 
  
  As a precaution you should never reveal the full 16 digits of your card to anyone. I recommend the article from US News and World Report on Credit Card Fraud as a great starting point - ***************************************************************************************************;
  
  You'll also note in my email that I have sent you the email first with largely the same information so Wise can better assist you.
  
  All the best,
  
  Wise Complaints 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.

  This business processed two fraudulent financial transactions from my Truist debit card on 27 Feb 2023 in the amounts of $463.77 and $269.76. There were also multiple attempts by that business that were declined. Additional information for the first (of multiple) fradulent transactions is found below. I have notified *********** and closed my debit card. Truist will be investigating these instances of blatant fraud as well.From Truist:The security of your account is important to us, so we continuously monitor for possible fraudulent activity. We noticed suspicious activity on your card. We need you to verify that you or someone authorized to use your account attempted the following transaction on your card ending in ****.Date: 02/27/2023 Transaction amount: $431.57 Merchant Name: Wise Merchant Address: ************ ** Card temporarily blocked: No Case ID: ********

  Business Response

  Date: 03/11/2023

  Hello ****,

  
  Thank you for reaching out to us. We investigated your report and were able to locate and confirm the payments that you referenced your card were used on. Weve taken action against the individual who used your card data without your consent and we were able to reverse one transaction for you.

  
  Unfortunately due to the nature of the card transaction and certain international regulations, we cannot issue you a refund directly. We do want to return these funds to you, however as you arent our customer we cannot verify your identity or confirm you are the owner of funds. 

  
  Instead we would like to help you in another way. I see youve reported this to Truist, which is a great first step. Truist will need to go through official channels to report the transactions to us as fraudulent so we can return the funds to them and they can credit your account.

  
  If you havent already, we recommend also creating a police report as the police may have a case that gives Truist and us additional resources to help you.
  
  You will find an identical copy of this message emailed to you, as well as in response to your BBB report.
  All the best,
  Wise Complaints & Disputes

• 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.

  Hi Wise Team,so a couple days ago when i tried to login into my account i noticed that my account was suddenly deactivated. i have received NO EMAIL regarding this decision, without any explanation whatsoever, and i can only see that my account was deactivated when i logged in. Another problem came because i too have two transactions going on, and **** dollars just deposited into the account, both of which hasnt gone back to me. i request a resolution, the reopening of my account, and furthermore, bring back my money

  Business Response

  Date: 03/09/2023

  Hi there, 

  We're sorry to hear about the frustration you're experiencing. I can confirm as of this moment that your account is active and accessible to you. Your account was reactivated on Feb 27th.
  
  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. We've sent you an email regarding where we are at with your verification process and have listed the additional information we need from you. Please check and get back to us as soon as possible so we can resume your account. Thank you!
  

  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.

  **** deactivated my account on my birthday while I was outside of my country, without any notice, explanation, or warning, and froze my money. The last email I received from Wise was: "Your Wise Business account is ready to use. Thank you for sharing all the information we requested for ************. We have confirmed the details you provided and your account is now ready to use again. If you have any questions, please let us know. We're happy to help. Thanks, The Wise Team."When I contacted their customer service, they sent me useless links, and when I used them, I received the following message: "After reviewing your case, we've decided to keep your account closed." I did not submit any reviews.I am writing to request the reopening of my Wise account, which was recently closed. I want to start by expressing my appreciation for the quality of your services and the hard work that your team puts into providing a reliable and user-friendly platform.I am aware that my account was closed due to a violation of your policies, but I want to assure you that I did not intentionally break any rules. I have always used my account in accordance with your terms of service and have never engaged in any fraudulent or malicious activity.I understand that you take the security of your platform very seriously, and I respect that. However, I believe that my account was closed in error, and I would be grateful for the opportunity to discuss the matter further with your team. If there is anything that I can do to resolve this issue, please let me know.If it is not possible to reopen my account, please send me a copy of the final response.Thank you for your attention to this matter, and I look forward to hearing back from you soon.Sincerely,

  Business Response

  Date: 03/13/2023

  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 in line with Wise's 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.

  Our team is still completing the necessary due diligence checks. We will provide you a final response via your registered email in the timeframe provided in our recent email to you.

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

  Customer Answer

  Date: 03/16/2023

  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 *******,
  Thank you for your email regarding the deactivation of my Wise account and the due diligence checks being conducted by your team. I appreciate the transparency and understanding the need for such checks.
  As a legitimate business, we understand the importance of regulatory compliance and are willing to provide any proof of payment needed to resolve this issue. We believe that 15 working days should be sufficient time for you to process the necessary checks and refund my remaining balance if reopening the account is not an option.
  Thank you for your attention to this matter, and I look forward to a satisfactory resolution.
  Best regards,** *****

   

   

   

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

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

  Customer Answer

  Date: 03/24/2023

  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 *******, 
  Thanks a lot for coming back to me; I m still waiting for the statement of my account **********************. I don t mean the two businesses that you send already. 
  Best 
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  
  ******* ** *****
  
  
  
  
   
  

  Business Response

  Date: 04/20/2023

  Hello ** *****,

   

  As my colleague had mentioned in her previous email, your personal account does not have any account activity with which to report. To evidence this I have sent you a separate email following up on my colleague's email. I hope that these documents will bring you closure to this issue.

  All the best,

  Wise

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 10, after reading on Wise (formerly Transferwise)'s website that if I created an account, I could instantly send money to a friend overseas, I signed up to send my friend some money. Without giving me an option to cancel the transfer, **** first a) told me now they were "doing some checks" and the money would be sent to my friend on February 14, at 5:52 PM. I didn't like this, but figured I'd wait it out. On February 14, the message changed to indicate it would take "a little while longer." Many calls and e-mails later, which each customer service rep claiming the problem would be resolved in "1-2" working days, no one has reached out as promised, **** still has my money and no real explanation is forthcoming. I can't even close my account because if I do, **** keeps my money. When you withdraw someone's money, hold it, refuse to pass it on as promised or to return it, that's called stealing. There are whole groups, I learned too late, devoted to supporting people scammed by ****. I want my money returned immediately or sent to my friend as promised. Either solution is fine. It is not acceptable for Wise to hold it another day. I send all of the documents they asked for and have called and e-mailed constantly. I suspect they hope I'll give up so they can keep the money. I would appreciate any help the BBB can provide.

  Business Response

  Date: 03/10/2023

  We have received the customers complaint and appreciate the opportunity to review and respond to their concerns. Upon review, **** acted in accordance with our Customer Agreement regarding the due diligence checks on the customers transfers. However, we sympathize with the differing information provided by Wise Support and have offered an amount in compensation for the confusion caused. 
  
  

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me and the matter has been resolved. However, this incident should never have occurred at all - Wise needs to warn customers that it could take an entire month for a "security check" and that they would hold the customer's money for that time with no recourse to the customer (i.e. canceling the transaction was not allowed). It should not take a complaint to the BBB for Wise to act on customer concerns of this magnitude. Thank you, BBB.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/23/2023

  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.

  Someone called me about the referral bonus and confirmed it to me. 3hours later there was a transaction made under my brother's name but in a different account. It happened on 02/22/2023 at 7:50 pm. I did not authorize the payment but it was log in me in the app. The guy spoke to said I have to wait 1-2hours to log in back to my wise app.

  Business Response

  Date: 03/09/2023

  Hello,

  **** has compiled our response to ****************** complaint. You may find it attached below along with the applicable Customer Agreement.
  
  Do let us know should you have any outlying questions.
  
  Kind Regards,

  ******

  Complaints Officer 

  Wise

• Initial Complaint

  Date:02/15/2023

  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.

  On Thursday February 9th.I attempted a transaction of $16400 to ******.That transaction la few moments later was cancelled through the app.Later on thar day I then made a nee transaction of $16345 to the sane account in ****** to be converted in R$85202,79, with a promised delivery on February 14th.My complaint is that this second transaction was mot delivered, instead it was cancelled and refunded by the company after making me wait for 4-5 days!The first transaction, the one that was made and then cancelled, was charged on my account, and was not delivered or either refunded, plus I had to pay $30 of overdraft fee from my bank institution because TransferWise pulled both transactions from the account and only refunded one.I was counting on the money to be delivered today Feb, 14th to cover medical expenses and now the money is not delivered, I have a overdraft fee and I dont the funds to use another company because Transferwise is holding my money still!This is really really bad business!!!!!

  Business Response

  Date: 02/15/2023

  Hello,

  This customer is a customer of Wise ************** which is authorized by the Financial Conduct Authority
  The customer is not a customer of Wise US Inc.
  We will contact the customer to inform them of their rights to complain to ** Financial Ombudsman.

  With this, I request that this complaint be closed. We will review their complaint and provide our final response within 15 working days.

  Kind Regards,

• Initial Complaint

  Date:02/10/2023

  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.

  I created a Wise account for my business, Broadly Based, under the email **************************** My initial impression of Wise was fairly positive - imagine my surprise when the account was terminated without any warning/notice. According to ****, account information is not available for deactivated accounts - this seems like a sleazy attempt to push customers toward their internal 'appeals' process (from where the case can easily be swept under the rug).I am disappointed that my new account (breaking no terms) was deactivated without so much as an email notice. This is incredibly unprofessional and has created issues for my business (in particular, payroll).Ideally, I would like for the account in question to be fully reinstated. If this is not possible, I would like a clear breakdown of the policies I supposedly 'violated' after less than 1 week of minimal use. 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.

  Business Response

  Date: 02/20/2023

  Hello *******,

  Thank you for the opportunity to review this complaint.

  We have reactivated your account as the original account deactivation was a mistake. We have reached out to you via email to offer compensation for the inconvenience and are patiently waiting for a reply.

  Kind regards, 

  The Wise Complaints Team

  Customer Answer

  Date: 02/23/2023

  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:02/09/2023

  Type:Delivery 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.

  Tried to order a replacement wise card online but no link shown. Went to customer service and after several rounds of emails, they also noticed I did not have a link that allows me to order a replacement card. They said they would escalate the issue to IT. So far I am still not able to see a link for replacement card ordering . Basically asking the business to manually order me a replacement card and ship it to me instead of waiting for IT to fix a broken site

  Business Response

  Date: 02/22/2023

  We appreciate the customer raising this issue for our review. Upon review it was noted that there was an internal error preventing the customer from ordering a new card, which was applied when the account was closed for a time. We have since removed that block, and the customer was able to order a new card successfully. 

  Do let us know if any further information is needed. 

  Best regards,

  Wise Team.

  Customer Answer

  Date: 04/04/2023

  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:02/08/2023

  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.

  Hi My Legal Name is ************************* and My membership Id with wise is *********. I made a transfer on 25th of January 2023 of $218 , but transfer never reached into his account . I contacted ********************** (formerly wise ) on the very date of transfer which was 25th of January ***** and I attached his bank statement as a proof that money never reached into his account ( Usama Usama ************************************************* . I was responded two days later and they told me if money was rejected it will be back into my account. Now normally what happens when a transfer is rejected it comes back in wise and its shown as pending transfer and from there it is my decision wether I wanna send this transfer back or not.of second of February I got an email that mky transfer was just sent back to the same recipient and I was never informed before wise was making decision on my amount of $218 , inother words without my consent they sent out the money to the same recipient (***** ***** ************************) without my consent . Now if .or according to their policy they have any right to resend my payment without my consent they still are legally bide to inform me before making transfer of $218 out of my account .Secondly even if they sent , they used old rate of $231 (USD to PKR) but on 2nd of February rate was 270 ( 1 $ to PKR ) so where did the difference go??due to this childish act of their employees now I have to pay in double to my electricity bill as they took money and resent it to the recipient . I contacted their team and I was answered they can't do anything about it .now its been 5 days and money did not reach *****'s account or returned to my account .and who is responsible for my electricity bill which was supposed to be paid $100 then and now due to late payment I have to $150 and so is with the gas bill ??they have also removed the record of transaction made of 25th of January and in the app its just showing transaction that was made by them of 2nd of February 2023 who is responsible for the delays and without consent sending out my payment where is for the dollar to pkr difference 231 then and now 275 I suffered and I lost another $200 due to failing to pay my bills because they cutt down connection and who will pay me for that connect renew fee ?? Transfer Number #*********

  Business Response

  Date: 02/23/2023

  Hello, 

  The payment in question was completed by **** and sent out to your recipient that same day. 

  The payment was rejected and returned to Wise and has since been refunded back to your account balance. 

  Unfortunately, the processing of the payment by the beneficiary bank and the time taken for the bank to reject and return your payment to Wise is outside of our control. 

  I am glad to see the payment has now been returned and the funds are back with you. 

  Moving forward, I recommend contacting your recipient and having them contact their bank to provide more information on the issues surrounding this payment. 

   

  Regards,

  Wise. 

  Customer Answer

  Date: 02/24/2023

  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:

  
  Under ******** law, the unauthorized use of a person's property or money is considered theft, which is a criminal offense. Specifically, this would fall under the category of larceny, which is defined in section ****** of the ******** Penal Law.
  

  I sent money from wise by 25th of January and money never arrived and then they returned it to me by 2nd of February and without even noticing me they resent they money and deleted the record of payment tried on 25th of January .First if they say money was on ********* end (which is ************ account) then I wanna inform BBB that ********* is a Micro financing bank and they can't hold payments for days . Secondly if wise resent money why I was never informed . Third that money which they resent WITHOUT my consent why did they returned it me by 17th of Feb when ********* returned money very second day?so my question here is that are they gonna pay me back the loss of $500 ( My bills were delayed by wise and I was overcharged by electricity company) and who will held them accountable for misusing my money and sending it back without my consent??
  
  
  why my money was sent out without informing me and why it came back that late . I want a settlement for my both electricity and gas bills late paid with penalty and in total my loss was $500 
  
  I want wise to be held accountable this is the second time they did this .
  
  
  

   

   

   

   

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

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

  
  

  Business Response

  Date: 04/05/2023

  Hello ******, 

  Having again looked into your complaint, as no further evidence or information has been provided that would make ** reconsider our position, our verdict remains the same and your complaint will not be upheld I am afraid. 

   

  Regards,

  Wise Team. 

  Customer Answer

  Date: 05/08/2023

  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:

  where is the $ to PKR  difference amount 

  they used my money without my consent 
  
  Who is liable for my loss

   

   

   

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

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