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Business Profile

Money Transfers

Wise US Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Transfers.

Complaints

This profile includes complaints for Wise US Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Wise US Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 306 total complaints in the last 3 years.
    • 117 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2022

      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.
      A) I asked this business for the following three international transfers of monetary fund.The total sum of the three transfers and associated fees is $51585.42.1. Transaction# ********* Date: Sep 21st ***********: $36,803.52.2. Transaction# ********* Date: Sep 22nd ***********: $14,758.38.3. Transaction# ********* Date: Oct 4th ***********: $23.52.B) It's been a month since I asked this business for international monetray transfer between my bank accounts in the US and ***********, but this business has failed to complete my transfer requests. This business has initially advertised that my transfers would be done in 3~5 days. But soon after this business cited its own internal "sanctions reviews" to delay my transfer requests, and they said it would take an additional 20 days to complete it. Yet, it's been over a month my transfers were initiated, and they completely failed it. C) Therefore, I asked this business to cancel my transfers and issue a refund about 2 weeks ago. But this businss is still failing to issue any refund at all. D) this business doesn't offer any customer service at all. All I got from this business are email responses without any real content regarding my complaint or issues.

      Business Response

      Date: 11/04/2022

      We have investigated the matter and can confirm that the customers issue has been resolved because the money has been refunded. Wise has the regulatory requirement to run due diligence checks so we can not consider the delay of the payments unreasonable. Our Customer Agreement also states that we do not consider delays based on a review of a potentially high-risk transaction an error. However we recognize customers distress and apologize for not being able to offer a swifter solution. We have offered some compensation for the extended inconvenience.

      Customer Answer

      Date: 12/07/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.

      The business offered me $300 as a comensation. 

      Please relay the following account information to the business so that it would submit the fund. Once I receive it, I will write my final response regarding this complaint. 

      **** ***** ******** ***** ***

      ********** **** * ***********

      ******* *** ***********

      ******* ******* ***** *******************

      ************ ********* ***




      Sincerely,

      *******************



       

    • Initial Complaint

      Date:10/20/2022

      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 have been a customer of this company for three years. The blocked a transfer of a small amount of money from my US bank account to my ******* bank account even though their policy states that ID not required for this type of transfer.The also completely blocked the account. In the past three years there hasn't been any problems at all.

      Business Response

      Date: 10/28/2022

      We appreciate the customer raising this particular complaint. After thoroughly investigating the issue from our end, we have found no mistake from ****. The customers transfer was suspended due to our verification requirements, and as the customer did not submit the identity document requested the transfer was cancelled and refunded. Our Customer Agreement, which the complainant accepted before signing in to use our services, mentions how Wise can make any inquiries we consider necessary to validate our customers' identity. I have attached the relevant excerpt containing this information. Since we cannot process any future transfer without having the requested document on file, we cannot provide the kind of resolution the customer is hoping for.

      Customer Answer

      Date: 11/05/2022

      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]

      This updated policy was published on July 13, 2022 and can be made more and more restrictive at their convenience. I opened the account and provided all of the information requested in 2019. The current internet published statement states that transfer between my US bank and my ************ account is not subject to any verification since it is going from my name to my name. They refuse to transfer money from myself to myself since they want additional verification to prove who I am even when I've done this for years, and the amount transferred are trivial.

       ****************************************************************

      Other times, we can automatically verify you when you make a bank transfer. If your transfer comes from your own bank account, and your name there matches with the name on your Wise account, we consider this a first form of identity confirmation. You may not need to do ID or address verification in this situation.

      Further, within a short period after I contacted them when they locked the account, I received a phone call from a "Wise manager" who attempted to get me to give access to my computer. I hung up. When I contacted **** they said they don't do that and it was an attempted hack. Since I am in the computer security business, I can only conclude that their system is defective and sending them additional information is a major security risk.

      I have offered to have a public notary verify my identity so I can send the document to Wise and they could also confirm the notary's identity with the ****************. Refused. I offered to visit my US bank and do a conference call with my bank manager who would confirm my identity. Refused.

      I do not trust Wise security, both by phone or internet, so will not send electronic documents to them, especially as they lost my original identity documentation.


      Please ask them to unlock the account.

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


      Sincerely,

      ***********************





       

      Business Response

      Date: 11/21/2022

      We have reviewed this customers complaint and have found no mistakes from Wise. The article quoted by the customer explicitly says You MAY not need to do ID verification in this situation. Our Customer Agreement section about Verification has not changed since the customer opened their account and states that Wise can make any inquiries we consider necessary to validate our customers identity.


      While we do feel sorry that the customer was the target of a scam attempt, this was not caused by a breach of our security systems. It likely happened because the customer published their complaint publicly and a scammer used this public post to target our customer while impersonating Wise. **** is actively working against these scam attempts.


      I would like to reassure the customer that any document sent to Wise is stored safely and in strict respect of our data handling regulations. As our customer never provided any form of ID beforehand, we will need to have this document on file before being able to offer our services to this 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]

       

      The word MAY means that the sentence is no valifity so should not have been added as a defensive measure. I have been a customer for years and complied with their ID requrements but the suddently want to reidentify myself using a cmputer system that I think is vulnerable.

      For obvious reasons, **** claims to have a perfect secutiry system. It is not, and as I'm in the computer security business, I know and will be happy to help them fix the problems for a fee. *****************************

      I have also offered to phsicially go to the ***** office, since I'll be in the area but was ignored. Being ignored is something the Wise seems to do a lot in my instance.

      So I am not satisfied, as I just want to transfer money from MY US bank account to MY ************ account. Both banks have verified my identity, so it isn't necessary to potentially have Wise be hacked and my ID information will be all over the internet.

      They had all of the information once, but since they apparently "lost it" I do not want to use their weak system to do it agrain over the internet.

      If they had any sense, the could offer ******** or ******** support which is reaonably secure. They don't.

       

       

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


      Sincerely,

      ***********************




       
    • Initial Complaint

      Date:10/11/2022

      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.
      Overnight between 5th and 6th October, TransferWise 'deactivated' my two bank accounts without any warning. They did not email me, they did not call me, they did not ask for extra documentation or due diligence, they simply made my account totally inaccessible (not only for transacting but even seeing my account balances and history!). I learned about this only when logging in to pay my staff.I have banked with TransferWise for four years prior. My banking record is 100% clean. My business only receives funds from our clients which are major American corporations. Their staff only say that they are unable to discuss the issue as it's due to compliance. When I attempted to appeal, the website said my appeal was rejected, before I had even written the appeal! It's basically a fraudulent appeal process so even when they make a clear error in account deactivation, they simply act out as if they had reviewed an appeal.Now I've been told to appeal by email, but I have not been told what I'm actually appealing or on what grounds my account has been deactivated. It's hard to appeal when you don't know what you're appealing against.This has caused my business enormous harm, and that's only increasing. I am unable to pay my staff, pay my suppliers, and I have no idea whether incoming payments are being accepted or bouncing. The ONLY recourse that TransferWise is giving me is to have my entire balance paid out in one currency which means they're going to do an FX transaction on my account without me knowing the charges or rate at which they'll make the exchange. They will respond to this only with a canned response about not discussing compliance issues. But anyone reading this should know that they do not reach out to discuss their compliance concerns or ask for proof or documentation to allay their concerns. They just shut your bank account overnight and absolutely devastate your business. Oh and ask for 20 working days to receive your own money back!

      Business Response

      Date: 10/21/2022

      **** has investigated the complaint and has found that the correct arbitration body for this customer would be the *************************** in ******. That aside, we have also taken over the communication with the customer to assist them with any documentation they might need and to collect their refund account details. Deactivations in general are intended to have an appeal process and we recognise it has not been a good customer experience here. We will be providing our final review after the due diligence is done and will offer customer further arbitration options for their area. 
    • Initial Complaint

      Date:09/26/2022

      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.
      Wise deactived my business account on April 6, 2022. I have requested **** to transfer the available balance to another account of my company but **** has never transferred my money. Plus, I also need bank statements for accounting purpose.I also asked my attorney to send a request to send the available balance along with the bank statements, but **** never replied.I need to receive bank statements and the available balance for 2 accounts in the name of ***************** LLC and ******************* LLC.

      Customer Answer

      Date: 10/01/2022

      At this time, I have been contacted directly by TransferWise, Inc. regarding complaint ID ********, however my complaint has been resolved because:

      TransferWise sent out the available balance to my account. 

       

       

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

      Sincerely,

      *****************************

      Business Response

      Date: 10/05/2022

      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: ********** *** *********** 

      Regarding the refund, we needed a written request from the companies' director to be able to process it, as advised before. We processed the refund as soon as we received the request needed. We also provided the statements requested and we now consider the case resolved. 

      Best regards,

      Wise Team

    • Initial Complaint

      Date:09/22/2022

      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 have open wise account and I have verified it by all the documents required and I have answered to the questioner at the beginning of opening the account and it has been approved and verified, after that I have add a money in my account 35000AED and ****USD by my Mastercard after, I didn't broke any of the terms and conditions of wise and I didn't make any payments send from the account, after 2 days on 16 September 2022 I have shocked with my account has been deactivated without any reasons and the support doesn't respond or giving me any reasons for this unlawful decisions, Transferwise is a big scam e-bank company and they're stolen money from the people they have a bad reviews on their all social media pages and everywhere there's a warnings about deactivation of the costumers accounts without any reasons, I have open a legal lawsuit case officially against Wise and my lawyer handling this from now. I need to ask them to reactivate my account and give me an explanation about the reason for deactivation and solve this friendly or let my lawyer keep handling this and I will get my money back and recover my losses for every day by the court.

      Business Response

      Date: 09/22/2022

      This customer is a customer of Wise ************* not Wise US **** Wise Payments LTD is authorised by the **************************** and therefore this complaint is eligible in line with Rule 2.7 of the *** handbook. The correct arbitration body would be ******************************** We've contacted the customer to inform them of their rights to complain to the *** directly. We've also informed the customer we would provide them a final response to their complaint within 15 working days (which correlates to their jurisdictional complaint review time). Let us know if you have any further questions. We're here to help.

    • Initial Complaint

      Date:09/21/2022

      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.
      On June 10th ******* *** initiated a transfer TransferWise's ************* Europe account for an amount of $4,622.99 to fund a transfer we requested on their site. The requested on their sited asked for TransferWise to send the funds to a vendor of ours. The transfer ID is #*********. This amount was sent by us via our ******* *** company bank account with ******************* in Euros via a SWIFT wire transfer to the account requested by **** however Wise claims they cannot "locate" the payment on their end despite multiple documents such as an MT103 showing otherwise. At this point, **** has made no attempt to return the money to us and our bank has been unsuccessful having the funds returned via a recall request. When contacting their support team, I am told the requested needs to be sent to their Operations team which in most situations never comes back with a solution. We have provided them with every banking document to reflect the transfer being completed.At this time, we are requesting that TransferWise return the funds of $4,622.99 to ******* *** in order to resolve the matter accordingly.

      Business Response

      Date: 09/29/2022

      We have investigated the customer's complaint and present our findings below. 
      The delay of the mentioned transfer was caused by the wrong routing used by the senders bank. Therefore, funds didnt clear up with Wise till 5 September 2022. We have requested the partner bank to return funds to the sender. It was executed on 26 September 2022. A ************ can take up to 10 working days.
      We recognise **** could have taken immediate action to expedite the transfer processing by reaching out to our partner bank.
      We have reached out to the customer with this explanation and offered a gesture of goodwill. 

      Tell us why here...
    • Initial Complaint

      Date:09/19/2022

      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 transferred $35K to Wise per the same terms I'd used in the past. They received my money in 12 hours but claimed my guaranteed rate had expired. They asked me to confirm a new rate which was worse than my guaranteed rate despite the fact that the live market had moved substantially in my favor over the intervening hours. After days of emails and phone calls they finally agreed to refund my money. However since then they've thrown up one roadblock after another (sending links that are broken, taking days to respond to emails). I'm very very concerned they do not intend to return my money. I have supporting documentation in the form of emails and transaction receipts.

      Business Response

      Date: 10/03/2022

      We have looked into the customer's complaint, and the guaranteed rate offered for this transfer was 8 hours. Meaning that, if the funds were not received within 8 hours, then the rate would expire and the customer would have the option to transfer at the live rate when the funds were received, or cancel the transfer and collect a refund. Unfortunately, we did receive the funds after the rate had expired and the customer chose to cancel this transfer. 

      Sadly, there were some technical issues with our system when the customer attempted to collect their refund -- but those issues have since been resolved and the money was successfully returned to the customer on September 19th, 2022. Hence, we would consider the complaint closed. 

      Customer Answer

      Date: 10/04/2022

      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. 

      Keep in mind that their technical issues necessitated dozens of emails and phone calls and likely your input to get the refund successfully completed. 


      Sincerely,

      *******************************



       


    • Initial Complaint

      Date:09/16/2022

      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 have been trying to use Wise (also known as TransferWise) to transfer money from my **** of *************** account to my sister and brother-in-law's account to help purchase a home in the ** for my elderly parents. On 9/14/22 I transferred $20 from my **** of *************** account into my Wise account as a test, and then converted $10 of that to GB Pounds sent it to my sister and brother-in-law's account and it arrived in seconds. So, I then proceeded to transfer a large sum of money (close to $116,000.00) from my **** of *************** account to Wise. It left my account, but **** sent me a message on 9/15/22 (noted with the number #*********) saying they needed to give me a refund, and asking for my bank details. They claimed I had cancelled the transaction. I did not. I use their customer email contact service (because chat and phone service were disabled) and to ask them what happened. They gave me ticket number ********. Later someone called "YaYa" called me. I missed the call, tried to call back, and the number does not accept calls. **** emailed me asking where I wired the money from. I told her the same account as the prior $20. She said thank-you, she was looking into it. Then I heard nothing. So today (9/16/22) I went into Wise and requested a refund to the **** of American account it was transferred from.. I then texted with a customer service person about my refund asking when I would get it. ********, who I chatted with claimed that I did not wire the funds to ****, I sent them via ACH and they came from a ***** Fargo ****. She asked me to prove they were wired from my savings account. I sent a screen shot (avoiding details of identification). She said thank you, she'd look into it. Still nothing. I just want them to refund my money. I worry this is a scam to hold onto it for days while the currency market fluctuates. They did not hold onto my $20, yet seem to be holding onto my close to $116,000.00 when I did exactly the same to transfer both.
    • Initial Complaint

      Date:09/09/2022

      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 Wise to send and convert funds from Dollars to Euros on August 31, 2022. Transaction #*********. I completed the transaction, and **** notified me that the transaction did not occur instantly, but would *********** days to complete due to a delay in the *** process. I sent a second transfer to the same recipient, from the same bank, for a similar amount later that day, and the transfer occurred instantly. I contacted **** the following days during the support hours and asked for an explanation, as my bank processed and cleared both of those transactions. Wise support stated that *** transfers could take up to 4 days to complete. I contacted my bank again, and they confirmed that they completed the transaction, and that recipient bank (****) confirmed the transaction. I called **** again asking them to release the funds to my intended recipient, and provided documentation that my bank completed the transaction. **** responded that the transaction would resume on September 6, 2022. I asked for clarification of what they meant by resume, and all the agent would say is that the *** can take up to 4 days. I asked if my funds were received, and was again told that an *** can take up to 4 days. I asked was the transaction held for any reason, and again was told that an *** can take up to 4 days. **** has not denied that they intentionally delayed the transaction to earn float on my funds, nor have they denied having received the funding from my bank prior to September 6. Due to their mismanagement of the transaction, and vague responses, I am asking for a refund of the fees paid for the transaction.

      Customer Answer

      Date: 09/12/2022

      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:09/08/2022

      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 used the app WISE (transferwise) to send money to a person in ****** on August 16, 2022. They took the money from my US account on August 17, 2022 but the recipient never got the transfer. The amount transferred was $120.49

      Business Response

      Date: 10/03/2022

      Hello ********,

      As you confirmed after we reached out, the funds have been located and credited to the receiving account. 

      Feel free to reach out in case you have any more questions.

      Wise Team.

       

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