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.

close

Find a Location

Wise US Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/08/2023

  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 was a Wise (aka Transferwise) customer for over two year, but all of the sudden they deactivated my business account with funds - approx. $100 000 in it and they still keeping the money to themselves without sending it to me (account was deactivated on December 16, today is February 5). Without asking any supporting documents on what I was doing. I tried appealing through their appeal process, but in order to do that they require active account - the one Wise deactivated. So instead I sent multiple emails and called multiple times. They do not respond to emails and over the phone they provide vague dates to transfer money back.They confirm that they received bank details, but still there are no money in my account. Also I requested my account statements as I have to report my transactions to IRS and they never sent them back neither.

  Business Response

  Date: 02/22/2023

  We thank the customer for making us aware of their complaint. We understand having an 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: ******************************************;
  I can confirm that all pending payments on this customer's account have been refunded. The customer has been permitted to open a new account which is currently in good standing. **** has sent the requested statements directly to the complainant. We would consider the matter resolved. 
  

  Customer Answer

  Date: 02/25/2023

  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:

  I can also confirm that business sent refund, so this part of the complaint is resolved, however **** did not send requested statements and the last response from the business (2/23/23 10am CST) was that they are going to escalate my request. See attached email.

   

   

   

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

  Customer Answer

  Date: 03/03/2023

  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:02/07/2023

  Type:Service or Repair 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 sent money to *************** in December but there was an issue with my bank which caused an ACH bounce. **** acknowledged this was the bank's problem, not mine. In trying to to fix the transfer in early Jan 2023, the funds were somehow sent to *************** in USD, not PHP. The ********** bank are denying they received the funds, saying if they did, it would have returned to Wise by now.**** are being EXTREMELY unhelpful here by email, they continue sending the same canned response about needing to show the ********** bank a reference number (External Reference: **************), despite my saying over and over I already have, and it's not helping. Wise's customer service system is a sham of canned response and no real help. Transaction ******* I have been a Wise customer, through several accounts, both personal and business, since shortly after they opened in the early 2010s. Their dreadful customer service handling this case (read: copying and pasting the same messages as "solutions") makes me look for alternatives to Wise.

  Business Response

  Date: 02/21/2023

  We appreciate the customer raising this concern for our review. Upon review, it was noted that the payment was done via direct debit. Meaning that the customer provided the recipient with their Wise USD account details, and the recipient created a debit/withdrawal with their bank using those details. You can read more about direct debit payments here: ********************************************************************

  Wise completed the transfer based on the direct debit instructions, and have therefore fulfilled our contractual obligation to the customer. We cannot find any error on our part with this transaction, and also cannot find ourselves liable for any delays by the beneficiary bank to deposit the funds to the recipient. We have confirmed that the money was successfully paid to the beneficiary bank, and have provided a unique reference number to help track that payment. We are sad to hear that the customer feels our support is lacking, but we unfortunately have not had any new information to share with him. 

  We will continue working with the customer on this issue until the money is either returned to Wise, or confirmed by the receiving bank. As soon as we have an update, we will contact the customer directly. Do let us know if any additional information is needed. 

  Customer Answer

  Date: 02/28/2023

  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. It is a shame it took so much to a for for a member of staff to point out that PayPal was the culprit. Additionally, the *** for transactions show the wrong date of money received by recipient, which confused matters further. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair 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 reached out to Wise on February 3rd as I was charged more than the amount I agreed to in the original transaction. Also, because I was involved in a transaction that offered high-end products, but this was not the case. The rep said they don't handle disputes or was unable to help in any way.

  Business Response

  Date: 02/17/2023

  Hello,

  Wise is a money transferring service that allows customers to transfer money to designated recipients around the globe. **** cannot get involved with disputes between senders and recipients. Should the product you receive not meet your expectations, you should reach out to your recipient in regards to payment and return of the funds/goods. 
  
  We determined that your fees for this transfer were **** USD, which were waived for the transfer due to transfer voucher. As a one time courtesy, we can compensate for this additional fee of 13 USD which you have stated appeared on your bank statement however; in the future, we advise reaching out to your bank in regards to any additional fees which you see on their end. We will not be able to compensate in the future should this happen again. 

  We have provided further explanation to you in an email containing our final response. 

  Have a great day! Please let us know if you have any additional questions. 

  Customer Answer

  Date: 02/21/2023

  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:01/26/2023

  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.

  This has been going on for over 3 months now. I deposited a lot of money into my WISE account. I thought they were regulated and up to standard so I didn't think about any trust is***s, until I started to transfer money with my USD to EUR. I paid my client for products in ******, with EUR using their invoice details. The amount was ***** EUR. It took 3 days until wise said they cannot send the money, without explanation they deactivated my account!!!!! After 1 month, they told me they will close my account and is*** me a refund. But the refund never arrived! I was very upset... After 3 months of complaints, they told me that they will not returns any of my money or deposits to me! Which is valued around ********* in my account!I am willing to take them to court and *** them for mistreating me. They also caused a lot of health is***s to me and my family over Christmas where we couldn't have a good Christmas or visit family back in ********. HOW CAN YOU TELL ME BEFORE CHRISTMAS I WILL GET A REFUND IN 2-3 DAYS, THEN IGNORE ME FOR MONTHS! I will never forgive you for sending me that email and then an email about no refund. Misleading, scam!

  Business Response

  Date: 02/03/2023

  According to our Terms of Use (********************************): "Wise, in its sole discretion, reserves the right to suspend or terminate this Customer Agreement and access to or use of our Websites, software, systems (including any networks and servers used to provide any of the Services) operated by us or on our behalf or some or all of the Services for any reason and at any time upon notice to you and, upon termination of this Customer Agreement, the payment to you of any unrestricted funds held in your Wise balance."

  
  The refund was promised to the customer mistakenly before the completion of our due diligence checks. After the due diligence checks, we assessed we could not refund the customer. 
  

  In our response to the customer, we informed them about what they need to provide us, so that we would consider the refund. 

  Customer Answer

  Date: 02/11/2023

  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]

   

   Since communicating with the company. They told me again they will refund me when I submit my personal documents. Including sensitive bank statements. Now received robotic response that they again will not refund. The message is the same that was sent in November copied and pasted. 
  

  what are they doing? Using robots? Or scamming me of data and my money! 
  documents they asked for was all provided  

   

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

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

  Business Response

  Date: 03/02/2023

  According to our Terms of Use: "Wise, in its sole discretion, reserves the right to suspend or terminate this Customer Agreement and access to or use of our Websites, software, systems (including any networks and servers used to provide any of the Services) operated by us or on our behalf or some or all of the Services for any reason and at any time upon notice to you and, upon termination of this Customer Agreement, the payment to you of any unrestricted funds held in your Wise balance."
  The refund was promised to the customer mistakenly before the completion of our due diligence checks. After we completed our due diligence checks, we assessed we could not refund the customer. 
  After the customer provided additional documents that were requested to assess again if the refund was possible, we determined that we won't be able to refund. This is our final decision on the matter. 

• Initial Complaint

  Date:01/11/2023

  Type:Sales and Advertising 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 have used wise in the past. I initiated a transfer of ****** euro to my brother in ireland from my US account. I was given an amount in USD that it would cost me and I had to transfer this amount via wire to wise for them to transfer the 40k to my brother in ireland. I send the transfer to them on Friday Jan 6th and they confirmed receipt Jan 6th at 14:20 I initiated the transfer the day before apparently at 14:19 and I had 24 hours to get them the funds. They never informed me that the transfer was received 1 minute too late. Had they informed me I would have held the funds until I could make the full transfer of 40K. They went ahead and transferred the funds and only gave my brother ********* almost 500 euro short for what they are saying is a 1 minute delay. This practice shady. They should inform the consumer that the funds were received too late and the amounts transferred would be different. I got an email from Wise on Jan 6th saying they got my funds and they would be transferring he fund right away. I was not informed that it would be 500 short. I only found this out on monday after they had sent the funds. Lots of issues with this practice. ******** care dont care they just keep saying the same things which are available on their website. I had to request multiple times more information on the timeline as this was not visible on my end. If you need more information please let me know.

  Business Response

  Date: 01/24/2023

  Hello,
  
  After careful investigation we can confirm that we received your funds 1 minute too late. Due to this incident, you lost access to your guaranteed rate and therefore received less funds than expected. 
  
  However, we have agreed to make a one-time exception and refund the rate difference back to you. Further details and information on how to claim the rate difference will be sent to you via email. 
  
  All the best,
  ******
  Complaints Officer
  Wise

  Customer Answer

  Date: 01/25/2023

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

   

  I got the message from the company yesterday and I am in agreement with the solution. However I am no able to respond to their message it appears that my email has been blocked by them. I did contact them again via their contact button on their website. 

   

  Thanks

  ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  My name is ********************* , I am a Transferwise customer with email address ************************* Wise deactivated my account with funds in it and they kept the money to themselves without sending it to me.Today being 9 January 2023, I tried the wise appeal website and noticed that they asked for my bank details so as to refund my money which I have successfully submitted, but wise has still not refunded the money to **** am submitting this complaint because I need wise to send my refund to my ******** details I provided to them.The email associated with my wise account is *************************

  Business Response

  Date: 01/23/2023

  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
  
  The return of account balances was initiated on 17 January 2023 and should already be back in your chosen refund account details. The refund receipt has been sent to your registered email address as proof of the refund transaction. 
  
  Regards,

  Wise Team. 

  Customer Answer

  Date: 01/23/2023

  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:01/09/2023

  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.

  My name is ****** ***** and I signed up wise to receive payments but unfortunately this company frozen my funds in my Wise account without any explanation as to why they would not give it to me.My email with wise is ********************** ************ called Wise is a very fraudulent company because they have blocked thousands of customers accounts and purposely hold their funds.After a lot of appeal, I logged into my account through the appeal website and saw that wise has asked for details of my bank for a refund of the balance on my wise account and I provided my ******** details on Monday 9th January, 2023.I need wise to issue a refund to me and to apologise to me for holding my funds for so long.Again, the email associated with my wise account is **********************

  Business Response

  Date: 01/23/2023

  Hello,
  
  We have investigated your complaint, and we can confirm that no error has taken place with your account deactivation. While we cannot share the specific reason for account closure, we can assure that the decision to close your Wise account was not made lightly and that this matter has been handled in line with our customer agreement. 
  
  At the time of your account closure, you still had funds available on the Wise account. The refund was completed on the 17th of January. 
  
  If anything remains unclear, we are here to help.
  
  With kind regards,
  
  ****************
  Complaints Officer
  Wise

• Initial Complaint

  Date:01/09/2023

  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 company managed to steal $2520 ($1965 + $555) from me. There are fraudulent withdrawals ony debit card from my time in ******. These we're not transfer fees I ever approved but I am just noticing these massive fees when reviewing my debit card activity from last year. I would like these amounts refunded to me.

  Business Response

  Date: 01/18/2023

  After a thorough review, **** could not determine that the payments this customer made were unauthorized or fraudulent. Therefore, **** is not liable to refund these funds to the customer. More on Wises liability in our Customer Agreement: *************************************** , Section: Limitation on Wises Liability, Indemnity and Release

• Initial Complaint

  Date:01/06/2023

  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 Payoneer account, which I had been using for several years, was closed, and I don't know what is the reason.Login email : ******************

  Business Response

  Date: 01/16/2023

  We have investigated this customers complaint. The customer registered their account with a ******* address. This means that all service was provided under our ******* entity, Wise Europe SA, not our US entity Wise US Inc. Accordingly, we will provide the customer with a final response including contact details for the ********* service in ******* within the applicable regulatory time frame specified by the ************* of *******, so they may submit this complaint for independent arbitration if they choose.

• Initial Complaint

  Date:01/06/2023

  Type:Delivery 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.

  10/1/22- transferred $3,250 for an item. ****** was empty upon arrival on 10/29/22 so I refused delivery. Requested refund from receiver of money. Receiver refuses refund until international post claim is processed (in process right now but could take a few months). Receiver illegally completed US Customs documents so unsure if ************** will refund entire amount ($3,250). I filed dispute with both Wise and my bank to include documented proof. Bank agreed and reversed ACH transfer. Wise threatening legal action. **** should collect from receiver due to ACH reversal (terms of use says if ACH is reversed **** will collect from whomever the money was sent to) and falsifying US Customs documents. I have proof of all communication with money recipient and false US Customs documents.

  Business Response

  Date: 01/20/2023

  **** has investigated this matter, and although we are sorry to hear the customer feels they have been the victim of a scam it is the sender's duty to understand who they are sending money to, and whether the recipient is legitimate. No error has occurred with this customers transfers since all funds were sent to the recipient bank details indicated by the customer upon transfer setup. The transfer was completed in October 2022.
  The customer's bank charged back the payment in November 2022 which means **** was at a loss. Our team has asked the customer to re-pay the transfer, since we fulfilled the transfer terms. The customer agreed to repay the transfer in January 2023, so we consider the chargeback resolved.
  We have also fully investigated the customer report and were not able to conclude it as a scam. Because **** cannot intervene in disputes between senders and recipients of a transfer, the matter should be resolved directly with the recipient. Should the customer have any additional questions regarding this matter, we are here to help.