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:01/05/2023

  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.

  Im a retired disabled veteran of the ** Air Force (30 yrs). My wife is still active duty and we moved to ******* on 15 Nov for her next assignment. I opened a Wise account on 15 Dec 2022 in order to transfer US dollars into Euros for deposit into a ******* bank account. A ******* account is required for renting homes here. Additionally, it facilitates paying utility, cell phone and internet services as these companies do not accept US debit cards. When I opened the account I was never asked to provide proof of wealth (income), pay statements, bank statements, etc. They just requested proof of identification. I made 4 transactions in Dec 2023 and was never prompted to provide proof of wealth. I tried to transfer some funds into our recently opened ******* account with ********* **** responded saying tge transfer was paused because the bank ***** sent the funds back. No further explanation. Keep in mind that I had already conducted two transfer (payments) to *** previously; one for nearly $49,000 and no proof of wealth was needed. A day later i received an email from Wise requesting sensitive personal data. I did not respond as this appeared to be very suspicious to me. A day or two later I received a second email requesting the same info. Again, too suspicious. I responded saying no, because it was not needed for previous actions, no specific explanation was given and that it was very suspicious. Their next action was to deactivate my account on 4 January via email. I appealed this action as it is inconsistent. Additionally, i had a balance of over $8,000 that they still have. That is our rent deposit, monthly rent and utility payments. How are we suppose to cover this huge loss. I do not want this account, BUT I definitely want our hard earned money back! If **** requires sensitive personal data like pay statements, bank account statements, etc., then they should be requested at the inception and not later. Again, this was very suspicious to me. We want our money back now.

  Business Response

  Date: 01/16/2023

  According to our Customer agreement, Wise can close customers Wise Account at our sole discretion. We list a couple of reasons why we can close a Wise account. For example, your breach of any provision of this Customer Agreement or documents referred to in this Customer Agreement;.
  After receiving this customers appeal, we have refunded their remaining funds on January 12, 2023.

• Initial Complaint

  Date:01/04/2023

  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.

  **** locked our money with no reason after using their services for more than 3 years. I'm talking about 37000$ that we urgently need to pay our employees and our suppliers. Our business is at risk for no reason. They asked us some documents regarding the source of funds and after providing them everything (i'm talking about THE SAME documents that they asked in the past, and got approved) the blocked our account. It's been over 10 days now and we urgently need our money. They're not even replying to our emails.Company name: TMC Holding LLC Wise account email: ********************************** Please help us.

  Business Response

  Date: 01/19/2023

  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. 
  
  Account balances were refunded yesterday afternoon (18 January 2023)
  
  Wise Team.

• Initial Complaint

  Date:01/03/2023

  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.

  made transfer from wise currency to my checking - transfer appeared on my checking as a withdrawal instead of deposit

  Customer Answer

  Date: 01/08/2023

  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:01/03/2023

  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 and my email address on wise is *********************** Sometimes ago, I verified myself on wise and started receiving money into the bank account provided by wise to me without any violation of their terms and conditions.**** decided to deactivate my account without any warning and no communication afterwards. As a customer who likes the service provided by wise, I decided to appeal to reopen my account, but after some time getting in months, wise sent me an email that they would not reopen my account and that they would not refund any money on my account.Why on earth should a company keep customers money without giving it back to them? I have read thousands of compliant here and I regret ever using the service.Each time, they would tell me I should wait for 30 business days for update without any update, I am tired. On December 30, 2022, I later decided to try the appeal website and I saw on the website that wise was asking for my Bank details for refund which I provided and since then I have not received my refund.This Company is a scamming and fraudulent company by the way of their unlawful practice.I am hereby requesting for wise to send my refund as I am done with their company.My email address with wise is ***********************

  Business Response

  Date: 01/17/2023

  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. Regarding the deactivation, the customer has appealed this decision, but ultimately our decision remains and the account will stay closed. 
  Wise Team.

• Initial Complaint

  Date:12/23/2022

  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.

  Last December 15,2022 I receive my 2nd half salary from my freelancing job. It was in ******** dollar since my client is from ******. I converted it to EUR since I am going to send it to my husband. My husband was ***** positive for the 2nd time around and it was severe than the first one, I had to send him money for him to get by, I was sending him 300 euros. I had a total of 586 euros in my account. After trying to send the money to my husband's account i was asked to send documents because my account was under verification. They paused and hold my hard earned money, I diligently followed and sent documents including my work contract which they told me it does not have enough details and so I sent my payslip every details they asked were in that payslip. It took more than a week and several follow *** with the same unhelpful response until eventually without any further ado they just deactivated my account again. I didn't have other means to get my money. I have kids to feed and still they were heartless enough to do this a day before Christmas eve. My internet connection was interrupted as I was not able to pay it since wise hold my funds. I sent them all my details for refund but when I read all tue reviews and complaints i found out that wise has been ripping off a lot of people. I am not rich i only earn money thru freelancing and it is my bread and butter, i thought my life will be easier with wise but no, it is a traumatizing experience, they kept me in the dark no updates with same old script and after more than a week i was hoping i can finally transfer my funds when instead i was notified that my account was deactivated. I do not recommend wise to anyone else especially people who only earned exact amount. Even if you earned your money the bedt way and the most clean way they will still rip you off hold you money give you false hopes and will not give you your money back. These people re heartless.

  Customer Answer

  Date: 12/30/2022

  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. Thank you very much in assisting me with this concern, I appreciate you, it took a while but I am very much grateful that they at least refunded my money back in time for the new year. Again, thank you for the assistance.
  
  Sincerely,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/23/2022

  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 initiated an international money transfer on the 9th of Dec using Wise formerly known as TransferWise. The transfer was to pay for medical expenses for my parents in *****. On Wises website and app, they promised to complete the transfer the next day when you send a wire transfer of your funds to their account. I did just that and even incurred an additional wire transfer fee from my bank. Around that time, the exchange rate stated my recipient would receive about ****** cedis. I followed up several times after I noticed the international transfer wasnt completed the next day as promised. However, the wire transfer was completed by my bank a few minutes after I initiated it on the 9th of Dec. **** however claimed they never received my money, and as a result the amount the recipient was supposed to receive kept decreasing due to fall in exchange rate. I sent over proof that my bank had completed the wire transfer on 7 different occasions to wise. I sent several emails to Wise to follow up as well. I corresponded with both ****** and *** from **** about the reduction in the exchange rate and delay in transfer during those times. After a week, when the rate had dropped significantly, **** finally decided to send my transfer. Because the rate had dropped significantly, they only sent about ****** cedis on the 16th of Dec, which is almost half the amount I was initially quoted. Throughout my communication with ****, I made them aware that the rate keeps dropping and since their service promised to send the money the next day of your funds are sent to them via wire transfer, they should at least honor the ****** I was quoted. I didnt use the normal ACH transfer which according to their app and website takes a week to complete. The amount they finally sent cant cover the entire medical expense and their procedure had to be pushed back because the funds werent even sent on time. The health of my parents are at stake.

  Customer Answer

  Date: 12/29/2022

  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:12/13/2022

  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 am trying to find a reason why my wise account is deactivated. But Wise customer care no one told me the reason. I have been trying to solve this problem for 3 month but this is the end of my waiting. Every time the online phone customer care is off. Now Every time Autoreply is generated. This is my last try. And BBB is my last hope..??Account and Company Details First Name: ******* Last Name: ******* Company Name: ******************* IT limited Company Number********* Email Address:*************************** Phone Number:**************

  Business Response

  Date: 12/28/2022

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

  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: **********************************************************************;

  Wise Team.

  Customer Answer

  Date: 01/03/2023

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:12/07/2022

  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.

  There was two unauthorized transactions on my account, both $1,000 to some random bank. Fortunately I was credited only $1,000 back to my bank account, but wasnt credited the other $1,000 as they said I made these transactions which doesnt make any sense. Now they are emailing me to make another payment for $1,000 to them even though these werent authorized charges which is a joke. I want my other charge of $1,000 back as this app seems like a scam.

  Business Response

  Date: 12/22/2022

  Hello,

  We're sorry to hear that you're unhappy with the outcome of your request for refund. We have looked into the issue you reported and could not find anything to indicate that you did not authorize the mentioned transactions.

  We have emailed you our final response on the matter with more information.

  The Wise Team

• Initial Complaint

  Date:11/23/2022

  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.

  **** took my money and closed my account with no communication or explanation. I used this company for the first time after a recommendation. On November 18th, 2022 I had opened an account with **** to send funds overseas. I transferred the funds from my bank account via Interac e-transfer to Wise to be forwarded to the recipient account. Transfer #*********. While creating the transfer in Wise, I was informed that the transfer will reach the recipient in 20 min. The funds I had sent to **** were deposited into Wise account shortly but the recipient till this day hasn't received the funds and on November 22 my account was deactivated and I'm unable to log in to check the status of the transfer. My account was deactivated without any prior notice or contact from Wise. There has been no emails or any other information as to what happened and what will happened to the money I sent. **** took my money and closed my account with no communication or explanation. I didn't even receive an email to let me know that the account was deactivated and what happens next. It only says it's been deactivated when I attempt to log in. **************** in non existent. I went through the "help" section on the website and found a link to apply for a refund - but it takes me to a log in page and since my account had been deactivated I am no longer able to log in. Same result when trying to go to the page with contact phone numbers. One has to log in to see it. I reached out via ******* messaging service and - after the initial autobot responses requesting to speak with an agent - my message was ignored. I found an email address to ********************************** in one of their ******* comments responding to someone else's similar complaint and did sent an email with no response so far. **** took my money, closed my account, and is not communicating. I don't understand how such company is allowed to be in operation. It's fraud. I would like an immediate refund please.

  Business Response

  Date: 12/01/2022

  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. Regarding the deactivation, the customer does have the right to appeal this decision should they wish, at the following link: *************************
  Wise Team.

• Initial Complaint

  Date:11/21/2022

  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.

  Dear *** / *****,I am writing to you to raise an issue about: Money Transfers The issue that I have experienced was: My Wise Account Suddenly Got closed not explaining the reason. Suddenly you got a mail Saying "You won't be able to receive money in your Wise account anymore.Thats because youve used your balances in a way that isnt allowed under our Acceptable Use Policy. So you wont be able to add or receive any money to your account anymore."It occurred on: 21/11/2022 This meant that First What id i use wise to send money to friends, clients on their wise account 2nd i didn't do anything else. What way i used wise that hurt wise so much?I heard wise was to receive and send money and keeping balance. Do i sell drugs? Do i Sell Weapons that i can't keep money in wise? What's the problem man. I need wise full functional back.Open my balances again and it there is some problem with my transaction they need to explain why. Why i am the only one who get close.I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.Yours faithfully,***************************** DOB: 07/11/2022 Sort Code: Account Number: Account: ********* **** No 2/5 **********************************************, ************ *****

  Business Response

  Date: 12/05/2022

  We thank this customer for the opportunity to respond to their complaint. We understand having an aspect of your account restricted is frustrating, but rest assured this is never done without a reason. We ever only suspend accounts that are being used in a way that goes against our Terms of Use. While the decision to close this customer's balance account is final - they are welcome to continue use of our money transfer product. They are also permitted to withdraw the remaining funds in their balance account as they wish. 

  Customer Answer

  Date: 12/07/2022

  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:

  [Took 15 days and what they sent is same email what i got from day first you violate our terms and can not disclose that. The reason i came to BBB to get know actual reason if i did something wrong i will accpet my fault but if didn't then how they can close my account. Most peoples like me don't read much details you keep hide a point in terms that we can close any time account we want etc blah blah blah

  It waited 15 days to get same response what i get first day from you email support. Still you don't disclose the my act which you blame to go against to your tos

  BBB kindly check what they tell in our email that you are not platform to get justice
   

   

   

   

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

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