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:08/16/2022

  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.

  On May 26, 2022, I was a victim of an apartment scam which resulted in me wiring $2,000 through the *********ing app for a security deposit. Once I realized that I was a victim of a scam, I immediately contacted my bank to stop the transaction but apparently it was too late for it to be stopped. I then filed a dispute for the transaction as well as providing supporting documentation to prove that I was a victim of fraud and ********* has still failed to recover my funds. It was been well over two months now since I was scammed and **** hasnt made any progress in retrieving my money.

  Business Response

  Date: 08/30/2022

  **** 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. 
  
  We do appreciate the customer reporting this incident, however, we are unable to issue the requested refund. This is because when the scam was reported, the funds had already been sent to the recipient details designated by the customer upon transfer setup.

  
  We can only control and monitor activities that are in direct relation to our own customers. This means we can make changes to or pause transfers before a transaction leaves our system, but not afterwards. We are very sorry this happened, and if the police need anything from us as part of their investigation, we will of course assist however we are able to. Furthermore, we have attempted a recall of the funds, but we received word from the beneficiary bank that the recall has been unsuccessful. We do sympathize with the customer's lost, but we will not be able to provide the resolution they're hoping for.  

  Best, 

  Wise Team

• Initial Complaint

  Date:08/15/2022

  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 have a US business account with Wise which I use to pay contractors internationally on a biweekly biases. One of the contractors is based in ******, once I entered all the relevant information for the recipient Wise offered me 2 options "regular transfer" in which the money would arrive in a few business days or "Fast transfer" in which the money will arrive in 24 minutes at an extra cost. I chose the faster option and paid the extra amount which **** requested. On the app it has then requested that I send them money directly to their account as they are unable to get money out of my account and provided me with all of their bank details. I sent the money to their account on Thursday August 11 2022 at 14:54 EST and my bank confirmed that the money had arrived to the Wise account on Thursday August 11 2022 at 15:06 EST. **** did not update their app saying the money had arrived to them for the whole of Thursday. Friday morning after seeing the transfer still has not gone through, I contacted **** and spoke to **** who asked me to send him an email with a screenshot of the transaction showing my bank details, their bank details along with when the money left my account and when it entered their account which he got immediately while on the phone and he confirmed that he got the email and that he will be alerting the department which deals with transactions. I requested to get a call back by the end of the day so they let me know of the progress. After not receiving a call by almost business day end, I called back and got a different agent which told me simply that they did not receive my money yet and that they do not know when it will arrive but as soon as it does, they will forward the money to the recipient, and that as soon as they receive the money, they will also email me letting know me. Due to this I am experiencing financial loss as I have had to use other means of paying the contractor and this has seriously damaged my business reputation.

  Business Response

  Date: 08/26/2022

  Hi *******,

  You set up a transfer of 900.00 USD to GBP, and you sent a payment via Mercury to fund this transfer.

  Unfortunately, when we receive deposits from Mercury, we do not receive the necessary details in regards to the sender of the payment to be able to link the payment to your Wise account.

  Thus, unless we receive a proof of payment showing the details of the payment and the sender from you, we wouldn't be able to recognize that this payment belongs to you.

  At the time we receive a proof of payment from you, we had already rejected the payment sent to Wise on 12 August 2022, and this will already have been returned to the sending account.

  We will continue to assist you if you have any further issues that you need resolved.

   

  Wise team.

• Initial Complaint

  Date:08/04/2022

  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.

  Re: Withdrawal of Funds balance in my deactivated Account Hello I write severally to plead with the WISE appeal team to kindly release the remaining funds in my account as I have already appealed towards the end of october 2021 and also february 2022 and no positive response. I have called the customer care and i was told they don't have access to the account anymore and only the appeal team can allow me to withdraw my pending payment of $15000 in my account Business Account name - Techsmart Digital innovation LLC Beneficiary Name: ******************************** DOB: 04 December **** Account Number/ Transaction ID- ************** of Transaction- 21 sept 2021 Amount/ Final Balance- $15,000 Nature of dispute- Widrawal of balance in deactivated account after 10 months Thank you

  Business Response

  Date: 08/17/2022

  We appreciate the customer reporting their experience with us.

  
  Deactivation can happen for a few reasons, but because of the way we're regulated, we can't share the exact reason why. Deactivation is only ever done due to conflicts with our Terms of Use. We share more information in our *********** in the article "My account was deactivated" . 

  
  We have by now reached out to customer to start making arrangements for the remaining balance to be refunded.
  

  Wise Team.
  
  

• Initial Complaint

  Date:07/29/2022

  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 opened an account in on or about April 2022 because I conduct business internationally. It appeared as this was the best solution to transfer funds. On our about 23 April 2022 my business and personal account was approved. On or about 23 May ************************************************* explanation. I could not log on or access my funds that were still in the account. At this time I had over $10,000 in my account. On May 23rd I was advised to submit an appeal, which I did. The appeal was mostly about me verifying my identity and the nature of my business (I had to get the account approved first with this same information less than a month ago). Around 9 June I was informed the appeal would take **** business days. On 22 June I received an email stating that you decided to keep my account closed and would not tell me why my account was closed. The email stated it would take **** business days or 2-3 business days (depending on how we transferred funds). I still do not have my $10,000. They refuse to answer any questions, emails or contact regardless of the contact method. This is unacceptable as they have $10,000 of my funds.

  Business Response

  Date: 08/09/2022

  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: 08/10/2022

  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:

   

  I have never asked for my account to be reopened, that was not part of this complaint. The process Wise has in place requires you to appeal before you can request your refund, regardless of the circumstances. I am not sure how they expect you to appeal something if you have no idea why they closed the account. I would never do business again with a company that operates with such unethical procedures the way they do and does not feel they have to explain why they close accounts without any notice.

  What I need access to my account ledger/ transactions to ensure that the amount they are transferring and have listed here is the correct amount in this account when they closed the account. The fact that I had no access and can't see transactions after months of reaching and requesting my money to be refunded, I need my transactions and account ledger and balance to close this satisfactory.  I also need to know what transactions they rejected and returned to the sender after they closed the account because I had transactions pending that were being sent by clients. 

   

   

   

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

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

  Business Response

  Date: 08/26/2022

  Thanks for getting back and apologies that the customer's issue was not resolved. 

  It seems that the customer did not request her account statements and ledger in her initial complaint with BBB. However, these documents have now been provided to her via email. It is not possible to give the customer access to their account once the profile has been deactivated. Refunds must be requested via the appeals process and should the customer require statements, then this may be requested directly from our customer support team once the appeal is processed.

  I hope this helps to solve the complaint - but do let us know if anything further is required.

  Best wishes,

  Wise Team