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:11/14/2022

  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.

  Am still in shock to why my Wise account was Deactivated for no Genuine reason and this is an account is just created and verified and yet to carry out transaction just today for my to login and got a deactivation notification. And it really pains my heart to see it

  Business Response

  Date: 11/17/2022

  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: *****************************************************************
  
  Wise Team.

• Initial Complaint

  Date:11/14/2022

  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.

  My name is ***********************************. I am the owner of ******** ***. I have a business Wise account (email: ******************************* My account was deactivated by error, and I want to reactivate it. On November 7th, 2022, I submitted all necessary documents to Wise support. According to Wise-Acceptable Use Policy Wise-Acceptable Use Policy - ********************************************* * ******* accounts on behalf of other businesses.The situation with my business partner could be interpreted by **** as a violation of this provision.However, let me explain it:1.On May 12, 2022, ******** *** and I concluded the partnership business agreement, where ******** *** was the client, and my company was the investor. The aim of this partnership is to invest in the business of ******** ***.2.I did the following transactions during our partnership: -June 1st, 2022 - 1500 USD - payment due to the partnership investment agreement -June 8th, 2022 - 9600 USD - payment due to the partnership investment agreement -July 7th, 2022 - **** USD - payment due to the partnership investment agreement -August 3rd, 2022 ****** USD - payment due to the partnership investment agreement -August 8th, 2022 - ***** USD - payment due to the partnership investment agreement -August 23rd, 2022 - 350 USD - payment due to the partnership investment agreement -September 9th, 2022 - 200 USD - payment due to the partnership investment agreement -September 27th, 2022 - ***** USD - payment due to the partnership investment agreement This money my client used is due for his own purpose.I am not entitled to request that information because my agreement doesn't contain the provision for requesting the report for the aim of the investment. My mistake wasn't checking how my partner used the cash and the problem with the investment agreement.

  Business Response

  Date: 11/17/2022

  Hello,
  
  Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. Rest assured, this is only ever done due to conflicts with our Terms of Use. 
  
  We share more information here: ***************************************************************** 
  
  On this link, you can also find which steps you can take next and refund details (in case you have remaining balances or pending transfers).
  
  Wise Team.

• Initial Complaint

  Date:11/14/2022

  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 used this company through a sender of money and the money is completely lost. **************** will not help or assist me. I get the same generic response. The sender has sent me records and I sent this to transferwise but same generic response.

  Customer Answer

  Date: 11/21/2022

  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:11/07/2022

  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.

  **** is a financial service that helps with sending and receiving of payment, but I have been using it and all of a sudden my account was closed for no reason, I tried contacting them but they gave me no valid reason why I was denied of their services

  Business Response

  Date: 11/28/2022

  We have investigated the customer's complaint and present our findings below.

  In our Terms of Use Agreement, were allowed to close accounts. We mention a couple of reasons why this can happen:
  
  25.2 We may suspend or close your Wise Account without notice in certain circumstances. We may at any time suspend or close your Wise Account and/or end this Agreement without notice if:
  (a) you breach any provision of this Agreement or documents referred to in this Agreement;
  (b) we are requested or directed to do so by any competent court of law, government authority, public agency, or law enforcement agency;
  (c) we have reason to believe you are in breach of any applicable law or regulation; or
  (d) we have reason to believe you are involved in any fraudulent activity, money laundering, terrorism financing or other criminal or illegal activity.
  
  Due to how we are regulated, we cannot share the exact reason of deactivation with the customer. 
  

  
  

  Customer Answer

  Date: 12/02/2022

  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:

  [Your Answer Here]

   They refuse to provide clear reasons and reinstate my account. 

   

   

   

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

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

• Initial Complaint

  Date:11/04/2022

  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've signed up my account with wise and it was working fine I work as a freelancer and offer my services worldwide, wise was a better option to take payments from clients when you offer services worldwide. 3 MONHTS ago wise deactivated my account and sent me an email saying there's a review going in my account and due diligence checks needs to be done. It's been 3 months my funds are stuck and I don't have access to it.Whenever I try to call wise support they don't answer with hours of waiting, wise email support isn't responding to me anymore. Social media support says they don't have access to any deactivated account. They just seems to be disappeared with my funds. I'm waiting for my final response, and I'm expecting my funds transfer as per the given timeframe due diligence checks should have been done by now. Please have someone to get back to me, my account login was ************************

  Business Response

  Date: 11/18/2022

  We appreciate the customer raising this particular complaint. 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.  Since deactivation the customer has provided us with their preferred refund account details and their Wise account balance has been refunded to them in full.

• Initial Complaint

  Date:11/03/2022

  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.

  Deactivated the Account with no warning or reasoning!Today I provided proof of my business with an EIN to receive a business card since I have been with Wise for nearly three years. Moments later, my account was deactivated! I am a single mother, and they are holding my money hostage! I need to feed my child. They didn't just close my business which will impact my fledgling company badly but ALSO my personal account, which has the bulk of my money! Just lack week, I recommended Wise to a friend who said the company has ALOT of complaints. I was confused because I had never had any issues in the three years! Now I am freaking out as they say their appeal process takes up to TWENTY DAYS! Unacceptable! I do not want my accounts transferred to my US accounts because I travel a lot, and it's more convenient with the different currencies I use. I am so utterly distressed and on the edge of tears. Why are they doing this to so many people? It's so wrong and distressing. Their customer service agents are unhelpful since they have the same canned responses and no power to do anything. I fell sorry for them too, since they are being trained to be cold and heartless towards old ladies who need help.

  Business Response

  Date: 11/10/2022

  Hello,
  
  We appreciate the customer raising this issue for our review. 
  
  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. In this case, the customer appealed our decision - but that appeal was denied by our specialized team. The customer requested a refund of all her remaining balance, and the refund has been processed to their account as of today. The account balance now stands at 0. We acknowledge that there was significant delay in refunding the customers remaining funds, and we have offered further compensation as an apology for this delay.
  
  We have attached with our response the refund receipt, along with our full explanation / position on the complaint. 
  Best,
  Wise Team

  Customer Answer

  Date: 11/14/2022

  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:

  [Your Answer Here]

   

   I have not been offered any compensation other than the money that was held hostage. This situation has caused so much stress and I don't accept that my account was closed from any wrong doing on my part. How you are regulated is not an excuse. I asked for a REAL reason because if there is an issue that I am not aware of, I'd like to remedy it. 

   

   

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

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

  Business Response

  Date: 11/16/2022

  Hello,
  
  We appreciate the customer raising this issue for our review, and we understand they were unsatisfied with our previous response. Upon further review ****** position still stands, and we cannot share further information regarding the customer's account deactivation. While our previous response did indicate that compensation would be provided due to a delay in returning customer funds, **** has found the complainant's full balance was refunded in a prompt manner and therefore does not consider any monetary compensation to be owed. **** does apologize for the prior miscommunication. The complainant's closing balance statements have been provided directly to them per their request, and Wise will continue to cooperate with any further inquiries.
  
  
  Best,
  Wise Team

• Initial Complaint

  Date:11/03/2022

  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.

  i withdraw fund from my paypal acct to my wise account to make a payment on 29 of august of this year to a friend after authorizing the payment on 29th of august wise refuse to delivery the payment thereafter wise block my account and i contact there support and they start playing me saying the fund will be refund into original account uptill now wise refuse to refund the money and am not giving access to access my fund .... is this not a scam .....wise is a scam company i need my money because this is my last hope here are the details of the transaction my membership number is ********* Transaction number #********* my mail *************************** amount is ****** USD

  Business Response

  Date: 12/07/2022

  Dear Sir/Madame,

  This ******** is based outside of **. Additionally, he never made a top-up to his Wise account from a US bank account. Would you still consider this complaint under your jurisdiction?
  
  In any case, we are going to handle this complaint internally, and will direct the ******** to the correct arbitration body. 

  Thank you!

   

• Initial Complaint

  Date:11/02/2022

  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.

  My Wise account number is *********. My account was deactivated 10/3/22. I was told I would get a response within 20 business days, but I did not receive a response. When I called on 10/25/22 to get the status of my account, I was told that I may have to wait until 11/30/22 before I received a response.I asked if the last deposit on $5400 ($5395.86 is the actually amount in my account due to reduction of wire fee) could be returned to sender. I was told that the "appeals team had to complete their review before customer support could discuss anything else about my account. Customer Support couldn't provide any updates or speed up the process."

  Business Response

  Date: 11/15/2022

  We have investigated this customers complaint, and confirmed no error has taken place with her account deactivation. While we cannot share the specific reason for account closure directly with the customer, we can assure this customer that the decision to close her account was not made lightly and that this matter has been handled in line with our customer agreement. 

  
  Although there was indeed some money remaining in the customers account upon closure, **** is currently performing required due diligence checks which must be completed before we can provide an update about the possibility of a refund. As soon as this process is complete, we will reach out to the customer and let them know the outcome. 

  Customer Answer

  Date: 11/17/2022

  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:10/31/2022

  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.

  September 26th, my mother sent money via Wise. The money never arrived, but she kept receiving emails with a revised date that the money was meant to arrive. The date, of course, kept moving further and further away. Until suddenly, without any communication, her account was closed. Online, she read that if that happens, her money would be returned within a few days. That was more than a month ago. She appealed her account closure, and a month later, told 'we are not reinstating your account and we refuse to tell you why". More or less "too bad, **** ***." The money has not been returned, the account was closed simply for sending money, which so far as I can tell, is precisely the purpose of ********. The money is now simply gone, the account is closed, and there seems to be absolutely no accountability whatsoever. She's preparing to call the **** fraud division in ******, but I thought it would be worth filing this complaint on the BBB as a warning to anyone else who was considering using this business. Reading hundreds of similar stories on ******** groups has shown me that this business is in the habit of simply stealing people's money and brushing them off with a vague account closure notice. Not good. Do not use ********. It is a scam.

  Business Response

  Date: 11/08/2022

  We have investigated this customers complaint, and confirmed no error has taken place with the account deactivation. While we cannot share the specific reason for account closure directly with the customer, we can assure this customer that the decision to close the account was not made lightly and that this matter has been handled in line with our customer agreement. Furthermore, all funds remaining on the account have since been refunded back to the sender. Should the customer have any further questions, we're happy to help.

• Initial Complaint

  Date:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a dual citizen of ******* and the **, I found Transferwise to be a great company, since I could easily access my money and pay my bills in both countries. However, on Sept. 29 I attempted to pay a bill of ******** EUR for heating oil for the winter heating season in ******* only to have Transferwise block the payment, saying they needed to run some checks and needed more information on the recipient, which I provided. I decided to cancel the payment, since it seemed to be a problem, but Transferwise then said they needed more information before they could cancel the payment, although that didnt make sense, since they hadnt paid it out. They asked again for the same information, as well as a detailed explanation of the reason for the payment, which I provided.I began to doubt the reliability of the company and requested to transfer all the remaining money out of my accounts and into my bank accounts in ******* and the US. I had made these kinds of transfers many times before with no problem. However, this time, Transferwise claimed they needed to check these transfers, too, and needed more information about the sender and the recipient, which they had on file, since that was me and I had made these transfers before. Nevertheless, I provided all the information they requested. They also seem to have held an incoming payment of $725.44 from my client in limbo, accepting the payment from the sender but never posting it to my account.At this point, Transferwise gives me only automated responses when I ask for information, just saying they have a lot of cases right now. They have not canceled the payment that seems to have started all this, even though I have asked them to do so multiple times. It has been almost a month and I cannot access any of my money, and since this has been my main account, this is creating enormous problems for me. I simply want them to process the transfers and return to me the money in my accounts.

  Business Response

  Date: 11/08/2022

  Hello,

  
  We aim to complete all transfers as fast as possible, but delays can happen for different reasons. It could be because the transfer was set up closer to the weekend/holidays, or because we needed to carry extra checks. 

  We'll always keep our customers updated along the way, and they'll be notified as soon as the payment is completed. The payments have been completed by now and we have reached out to the customer as well.

  
  Wise Team