Product: Money transfer, virtual currency, or money service

I transferred money from my XXXX  XXXX  account, to my XXXX   Wise bank account on XXXX XXXX  2025 at XXXX  and transferred the money, as i normally do to my USA Wise account at XXXX. I was a repeat transfer. I called them at XXXX as this normally takes second but was told it can take upto one working day. Even to myself ? It is the Wise USA band. Yes i was told. Sometimes 3 working days.

At XXXX XXXX when no money was received, I sent an email. I was given a receipt for the transfer. The money Payee was in my name to my USA Wise account and the Transfer number matched.

Hello XXXX,

Thanks for getting in touch!

If I understand correctly you are asking about transfer XXXX  set up yesterday from XXXX to USD.

If you meant another transfer, please specify the transfer number and we'll investigate. 

Please check if the account details entered for this transfer were correct and get back to us in case a mistake was made. I added the transfer receipt so you could check. 

If you wish to just convert money within your Wise account, in the future I'd recommend:

Go to Home and select which balance youd like to convert from (XXXX  in this instance)
Click Convert
Enter the amount youd like to convert from and the currency you want to convert to (USD)
Tap Continue
This way you move money in your account instantly with a live mid-market rate. Well also show you the conversion fee and total amount well convert. Keep in mind, once youve confirmed the conversion, the transaction and any fees cant be reversed.

Learn more about how to convert money

Read more on what to do if you sent the money to wrong recipient details

Let us know if you have any other questions. Were happy to help.

Best regards,

Wise

OK so I waited.~

I rang up XXXX  XXXX  as still no money had been recieved, and told the same thing. I wrote another email.

Ok. This is to myself, and I didn't use the convert feature as I should have. It has been four working days now, and I am getting frustrated with the delay. It is only from my wise XXXX  to US account.

Please can I cancel somehow or find me a solution?

Many thanks

XXXX  XXXX 

Hello XXXX,

Thanks for getting in touch!

I understand your transfer XXXX  hasn't yet reached the recipient and you'd like us to confirm its status.

We sent out your transfer successfully on XXXX XXXX XXXX XXXX  (2 days ago).XX/XX/XXXXUSD transfers usually instant to reach the recipient account, but some banks may take longer to process incoming payments.

If it seems to be taking longer, here are some things you should check:

1. Confirm that your recipients details were correct.

If there's a mistake in the details, the money might not reach the intended account. In most cases, the funds will be rejected and we'll ask you to update the details or cancel the transfer once the money reaches back to us.

2. Check if you sent the correct currency.

If the recipient account can't receive the currency you've sent them, the funds will be rejected.

3. Share the transfer receipt with the recipient (bank).

Even if the recipient details were correct, sharing the transfer receipt with the recipient bank will help them locate your money. Or they can advise why it hasn't arrived yet.

Learn how to download your transfer receipt.

I hope this helps. Let us know if you have any more questions.

Best regards, 

Wise. 

At this point, I told them YOU ARE THE BANK (again).

then i sent another email as phone calls were a waste of time.

Thank you. still nothing there so it is 5 working days now

On XXXX XXXX XXXX XXXX, XXXX  Wise Support,  wrote: ##- Please type your reply above this line. -##  Hi XXXX,

Thank you for get in touch with us.

 

Regarding your issue, we'll reach to our relevant team for further help.

Once its done, you'll get a notification through your email and we do apologize for the inconvenient cause before.

Hope this email find you well and we're happy to help,

 

Regards,

Wise team.

So now i was worried. So I wote them another email

Hello XXXX,

I hope this email finds you well.

Im getting in touch with you about your transfer XXXX.

Our relevant team has already responded regarding your previous inquiry with this transfer and they have informed that the transfer is successfully completed from balance to your receiving end's balance as well.

As per advised, the funds are already in your recipient's balance.

If you're referring to as why your recipient hasn't received the funds yet and you already provided the transfer receipt, kindly provide a bank statement of the recipient showing all payments from 1 day before the payout until the present day.

Well need to see:

Their full name
Account details
Banks name and logo
All transactions from XXXX XXXX 2025 till today
Upload your document here.

However, if you are referring to the situation where you have mistakenly input the incorrect recipient details and the transfer was meant for a different recipient, please be advised that our conversion process is fast  and sometimes its too late to cancel.

Once its marked as complete, the money is out of Wises system and into the banking system.

Some banks may reject the transfer back automatically if the name doesn't match with the account number, but this varies depending on the currency and bank that you sent to.

So if you dont see the option to cancel:

Get in touch with the recipient or recipient bank

Tell them about the mistake

Ask them to send the money back to you/Wise  you can then set up a new transfer if you need to

Tip: If you cant cancel your transfer on Wise, its out of our system  so we cant cancel it either. Please get in touch with your recipient directly.

Learn more about cancelling completed transfers

We apologize for the inconvenience and we hope the best on your end to sort out this situation.

If there is anything else that you're referring to, please let us know.

I hope that helps  or you can check out our Help Centre.

Best regards,

Wise

Again i preplied with screenshots.
Hello thanks for your reply.

I am the recipient.

I transferred it from my wise XXXX account to my username wise account and it still is not there

What can you do?

XXXX  
I emailed again (as i had no reply)

Hello

I keep repeating myself.

I now I should have converted.

The recipient details are correct which I have confirmed in 2 emails.


All routing numbers are correct, account number is correct, bank details are correct.


All the file I attach again 


If you have lost the money please refund it and I will convert it. I need the money in dollars to transfer into my XXXX  bank account 


XX/XX/XXXX

My number is XXXX


On XXXX XXXX XXXX  2025, XXXX Wise Support,  wrote: ##- Please type your reply above this line. -## Hello XXXX,

Thanks for getting back to us.

I understand that you're reaching out about the transfer XXXX

Upon checking, I can see that the transfer has been completed from our side. 

Perhaps, did you previously intended to convert the money from XXXX  balance to USD balance? If so, you're actually just need to go to your XXXX  balance and click the "Convert" button without setting up the transfer manually.

However, it looks like for this transfer, you manually send the money from your XXXX  balance to your USD account details in Wise. Could you also double-check if the recipient details are already correct? You can do so by downloading the transfer receipt.

How do I download a transfer receipt?

Please also confirm if you didn't intended to send the money to someone else by replying to this email.

I hope this helps. Let us know if you have any more questions.

Regards,

Wise Team


At this point after another phone call, the lady looked and said your account numvber has been sent with a 8 instead of a 6. It has gone to a different recipien., this was the first i had seen of it, after the screenshots i had sent them and the PDF Transaction they sent me, (I transferred money from my XXXX XXXX account, to my XXXX  Wise bank account on XXXX XXXX 2025 at XXXX and transferred the money, as i normally do to my USA Wise account at XXXX. I was a repeat transfer. I called them at XXXX as this normally takes second but was told it can take upto one working day. Even to myself ? It is the Wise USA band. Yes i was told. Sometimes 3 working days.

At XXXX XXXX when no money was received, I sent an email. I was given a receipt for the transfer. The money Payee was in my name to my USA Wise account and the Transfer number matched.

Hello XXXX,

Thanks for getting in touch!

If I understand correctly you are asking about transfer XXXXset up yesterday from XXXX  to USD.

If you meant another transfer, please specify the transfer number and we'll investigate. 

Please check if the account details entered for this transfer were correct and get back to us in case a mistake was made. I added the transfer receipt so you could check. 

If you wish to just convert money within your Wise account, in the future I'd recommend:

Go to Home and select which balance youd like to convert from (XXXX  in this instance)
Click Convert
Enter the amount youd like to convert from and the currency you want to convert to (USD) Tap Continue
This way you move money in your account instantly with a live mid-market rate. Well also show you the conversion fee and total amount well convert. Keep in mind, once youve confirmed the conversion, the transaction and any fees cant be reversed.

Learn more about how to convert money

Read more on what to do if you sent the money to wrong recipient details

Let us know if you have any other questions. Were happy to help.

Best regards,

Wise

OK so I waited.~

I rang up Tuesdayy XXXX  as still no money had been recieved, and told the same thing. I wrote another email.

Ok. This is to myself, and I didn't use the convert feature as I should have. It has been four working days now, and I am getting frustrated with the delay. It is only from my wise XXXX  to US account.

Please can I cancel somehow or find me a solution?

Many thanks

XXXX  XXXX  

Hello XXXX,

Thanks for getting in touch!

I understand your transfer XXXX  hasn't yet reached the recipient and you'd like us to confirm its status.

We sent out your transfer successfully on XXXX XXXX 2025 XXXXXXXXXXXX  (2 days ago).XX/XX/XXXXUSD transfers usually instant to reach the recipient account, but some banks may take longer to process incoming payments.

If it seems to be taking longer, here are some things you should check:

1. Confirm that your recipients details were correct.

If there's a mistake in the details, the money might not reach the intended account. In most cases, the funds will be rejected and we'll ask you to update the details or cancel the transfer once the money reaches back to us.

2. Check if you sent the correct currency.

If the recipient account can't receive the currency you've sent them, the funds will be rejected.

3. Share the transfer receipt with the recipient (bank).

Even if the recipient details were correct, sharing the transfer receipt with the recipient bank will help them locate your money. Or they can advise why it hasn't arrived yet.

Learn how to download your transfer receipt.

I hope this helps. Let us know if you have any more questions.

Best regards, 

Wise. 

At this point, I told them YOU ARE THE BANK (again).

then i sent another email as phone calls were a waste of time.

Thank you. still nothing there so it is 5 working days now

On Fri, XXXX  XXXX  2025, XXXX Wise Support,  wrote: ##- Please type your reply above this line. -##  Hi XXXX,

Thank you for get in touch with us.

 

Regarding your issue, we'll reach to our relevant team for further help.

Once its done, you'll get a notification through your email and we do apologize for the inconvenient cause before.

Hope this email find you well and we're happy to help,

 

Regards,

Wise team.

So now i was worried. So I wote them another email

Hello XXXX,

I hope this email finds you well.

Im getting in touch with you about your transfer XXXX.

Our relevant team has already responded regarding your previous inquiry with this transfer and they have informed that the transfer is successfully completed from balance to your receiving end's balance as well.

As per advised, the funds are already in your recipient's balance.

If you're referring to as why your recipient hasn't received the funds yet and you already provided the transfer receipt, kindly provide a bank statement of the recipient showing all payments from 1 day before the payout until the present day.

Well need to see:

Their full name
Account details
Banks name and logo
All transactions fromXX/XX/XXXX 2025 till today
Upload your document here.

However, if you are referring to the situation where you have mistakenly input the incorrect recipient details and the transfer was meant for a different recipient, please be advised that our conversion process is fast  and sometimes its too late to cancel.

Once its marked as complete, the money is out of Wises system and into the banking system.

Some banks may reject the transfer back automatically if the name doesn't match with the account number, but this varies depending on the currency and bank that you sent to.

So if you dont see the option to cancel:

Get in touch with the recipient or recipient bank

Tell them about the mistake

Ask them to send the money back to you/Wise  you can then set up a new transfer if you need to

Tip: If you cant cancel your transfer on Wise, its out of our system  so we cant cancel it either. Please get in touch with your recipient directly.

Learn more about cancelling completed transfers

We apologize for the inconvenience and we hope the best on your end to sort out this situation.

If there is anything else that you're referring to, please let us know.

I hope that helps  or you can check out our Help Centre.

Best regards,

Wise

Again i preplied with screenshots.
Hello thanks for your reply.

I am the recipient.

I transferred it from my wise UK account to my username wise account and it still is not there

What can you do?XX/XX/XXXX
I emailed again (as i had no reply)

Hello

I keep repeating myself.

I now I should have converted.

The recipient details are correct which I have confirmed in 2 emails.


All routing numbers are correct, account number is correct, bank details are correct.


All the file I attach again 


If you have lost the money please refund it and I will convert it. I need the money in dollars to transfer into my XX/XX/XXXX accountXX/XX/XXXX


My number isXX/XX/XXXX


On Sat,XX/XX/XXXX 2025,XX/XX/XXXX Wise Support,  wrote:
##- Please type your reply above this line. -##
HelloXX/XX/XXXX

Thanks for getting back to us.

I understand that you're reaching out about the transfer #XX/XX/XXXX.

Upon checking, I can see that the transfer has been completed from our side. 

Perhaps, did you previously intended to convert the money from XX/XX/XXXX balance toXX/XX/XXXXUSD balance? If so, you're actually just need to go to yourXX/XX/XXXX balance and click the "Convert" button without setting up the transfer manually.

However, it looks like for this transfer, you manually send the money from your XX/XX/XXXX balance to yourXX/XX/XXXXUSD account details in Wise. Could you also double-check if the recipient details are already correct? You can do so by downloading the transfer receipt.

How do I download a transfer receipt?

Please also confirm if you didn't intended to send the money to someone else by replying to this email.

I hope this helps. Let us know if you have any more questions.

Regards,

Wise Team


At this point after another phone call, the lady looked and said your account numvber has been sent with a 8 instead of a 6. It has gone to a different recipient.

But my Payee is in my name?

You will have to call in Monday. I am just customer service.

So i on Saturday as one last attempt., i wrote (XX/XX/XXXX.)

Ok the transfer has been known to a risen to look into the transactions as I don't know whoXX/XX/XXXXis. There was one digit mistake on my part. Do I also try and get in contact with the recipient of the transfer, as the transfer was to me in my name.

As previously mentionedi should have hit convert but it has been a long time since, I did that, so I transferred the money to myself. I always copy the account and routing numberso I made a mistake somewhere.

I wish the excellent representative I spoke to tady , a lady , I didn't catch her name, but was excellent. All emails and telephone calls I have made this week asking where my money is , is wait eveorking days then another day and I don't know how a digit  6 became an 8 digit number but it did and I hopeXX/XX/XXXX is good enough to return the money back to either my XX/XX/XXXXaccount where it came from or to my intended destination of America account.

I asked and kept on asking this week to look into this transfer earlier this week and just got generic replies Al the time without looking into my questiond

So my question is do I contact actual recipient who got the money accidentally directly, as I have no idea who he is at all.?

Many thanksXX/XX/XXXX
I have a lot of US bills to pay relating to the condo in Florida

Hello XX/XX/XXXX

We have escalated the issue to the relevant team.

However, as the escalation was done on the weekend, the processing time is somewhat slower. 

Please allow the relevant team 1-2 working days to check on the case and we will give you un update on the next steps as soon as they have investigated the situation.

Thank you for your patience.

All the best,XX/XX/XXXX) originally had my Payee name on it, but now had XX/XX/XXXXon it (statement (2).

But my Payee is in my name?

You will have to call in Monday. I am just customer service.

So i on Saturday as one last attempt., i wrote (XX/XX/XXXX.)

Ok the transfer has been known to a risen to look into the transactions as I don't know who XX/XX/XXXX XX/XX/XXXX is. There was one digit mistake on my part. Do I also try and get in contact with the recipient of the transfer, as the transfer was to me in my name.

As previously mentionedi should have hit convert but it has been a long time since, I did that, so I transferred the money to myself. I always copy the account and routing numberso I made a mistake somewhere.

I wish the excellent representative I spoke to tady , a lady , I didn't catch her name, but was excellent. All emails and telephone calls I have made this week asking where my money is , is wait eveorking days then another day and I don't know how a digit  6 became an 8 digit number but it did and I hopeXX/XX/XXXX is good enough to return the money back to either myXX/XX/XXXX account where it came from or to my intended destination of America account.

I asked and kept on asking this week to look into this transfer earlier this week and just got generic replies Al the time without looking into my questiond

So my question is do I contact actual recipient who got the money accidentally directly, as I have no idea who he is at all.?

Many thanksXX/XX/XXXX

I have a lot of US bills to pay relating to the condo in Florida

In reponse to my email 

Hello XX/XX/XXXX,

We have escalated the issue to the relevant team.

However, as the escalation was done on the weekend, the processing time is somewhat slower. 

Please allow the relevant team 1-2 working days to check on the case and we will give you un update on the next steps as soon as they have investigated the situation.

Thank you for your patience.XX/XX/XXXX
So after two days on XX/XX/XXXX I wrote

Any updates?

Hello XX/XX/XXXX, Thanks for getting in touch. 

We have heard back from our specialized payments team and wanted to provide an update.

We initiated the recall  this can take up to a few weeks. Recalls are not guaranteed as the recipient has to agree to send the funds back.

The recipient has 10 full working days to respond to our recall request.

Once we have any news, well let you know and will follow up by email. 

 

Let us know if you have any other questions. Were happy to help.

Best,

Wise.

I replied on XX/XX/XXXX
Thank you for the update..

The recipient name was still in my name. The account number and recipient name has to match before the money is sent.
Banks use a system called Confirmation of Payee (CoP) to check that the account details provided match the recipient's bank records. This includes the account name, account type, and reference number. If the details don't match, the sender will be warned.
CoP helps to prevent transfer fraud, where a victim is tricked into sending money to a fraudster's account. This can happen if a fraudster intercepts an invoice or impersonates a trusted organization.
What to do if the details don't match?
If the details don't match, you should contact the person or organization you're trying to pay. You should also be wary if you're told to ignore a "no match" response.

This did not happen.

As I say I hope the recipient pays the money back, it will make things easy.

If he doesn't, then I will be getting the money back by other means and let others know whom work in the industry exactly what you did. Especially after 5 days of constant calling and emailing that I had not received the money and should only take a day maximum.

The XX/XX/XXXX recipient did receive the money on the same day. So there are no excuses if he has spend the money from Wise point of view.

I expect the money be returned to me whatever the outcome

I don't want the hassle of going outside of Wise to get my money back. But I will do if the money is not refunded.

Many thanks XX/XX/XXXX

I evetually got a reply (even though my money was sent from the UK bank account.

Hello XX/XX/XXXX 

Thanks for your patience so far and I'm very sorry to hear about this incident with transfer #XX/XX/XXXX 

I wanted to provide you with an update on this case.

At this time, we're still waiting for the recipient of this transfer to respond to our recall request. 

They were contacted on Monday, XX/XX/XXXX and were given 10 working days to respond. This 10 working day timeframe will expire on XX/XX/XXXXXX/XX/XXXX. 

We'll be sure to reach back out to you via email as soon as possible with the next steps. In this case, it's possible that it may take the full 10 working days for us to provide you with the next steps. 

Regarding the Confirmation of Payee, CoP currently only supports payments to XXXX  local account details (Sort Code and Account Number) via XX/XX/XXXXFaster Payments or a Standing Order upon set up. In this case, I can see that the transfer was sent to aXX/XX/XXXXUSD account, in which case the same name check regulations are not in place. 

Let me know if you have any other questions in the meantime, I'm happy to help. 

Best Regards,
XX/XX/XXXX | Senior Customer Support at Wise


So i replied on the XX/XX/XXXX

Thank you for the update.

But I don't see what the problem is here.

I cannot contact the recipient, as the recipient isXX/XX/XXXX but on my receipt it is XX/XX/XXXX
You claim on the website that most banks do and should reject if the payee and account numbers do not match . The banks are the same so you should have rejected the transfer

As I initiated  a ACH return immediately and the recipients was in my name and no one checked the account details which I copied and pasted from my wise bank account anyway as funds are instant.

But was told to wait and wait as I am now.

Below are the documents I was sent, but nothing to be alarmed about as this was on the app.

On the XX/XX/XXXX I got a reply ##- Please type your reply above this line. -##
HelloXX/XX/XXXX

 

Thanks for getting back to us!

Our payment team is still working on it and waiting the update from the recipient.

We will let you know as soon as we get any new information from the team.  Unfortunately we can't speed up this process.

I hope this helps. Let us know if you have any more questions.

OnXX/XX/XXXX I finally got a case no. Your case id is #XX/XX/XXXX

So I decided to wait until the XX/XX/XXXX when i emailed.

Any updates? Deadline is tomorrow?

Got a standard reply

Hello XX/XX/XXXX, 

Thank you for reaching out to us again. 

 

I understand that you are contacting us for an update in regards to the money you are waiting for. I was checking your account but I see that we do not have any recent updates at the moment, as soon as we do have an update we will be contacting you via email. 

I hope that helps. Just let me know if you have any other questions, or you can check out our Help Centre.

Best regards, 

The Wise Team.

I waited until theXX/XX/XXXXto send an email

Hello good afternoon.

Do you have any updates regarding the transfer about reclaim the funds to the recipient that was due to me but sent to XX/XX/XXXX.

I notified the transfer on XX/XX/XXXXthat there perhaps maybe a problem as it takes a couple of hours, and told to wait 3 working days,and on XX/XX/XXXX(as this is a repeat transfer, and didn't know about the convert) and the account number had changed from from an 8 to a 6 and to wait 10 working days for for the process to be completed case no. id is #1XX/XX/XXXX

ThanksXX/XX/XXXX
More standard emails but in the 1XX/XX/XXXX

HelloXX/XX/XXXX,

Thanks for your patience.

Unfortunately our recall for your transferXX/XX/XXXXwasn't successful as the recipient was uncooperative.

Recalls are never guaranteed because the recipient/recipient bank would have to accept it first.

Im very sorry that we were unable to recover the money.

I'm afraid we won't be able to investigate further but you may seek for another course of action.

I hope this helps. Let us know if you have any more questions.

Best regards,

Wise

SO I replied on email

he recipient bank was a wise bank account. It is your bank. You accepted the transfer. The same routing number. The account number is different from an 8 to a 6. I did it as a repeat transfer, so the clerical error is your end.

I contacted Wise support within an hour when I didn't receive the money, to ask you exactly this. Because in the past I have received the money instantly on XX/XX/XXXX. Do don't let the transfer take place, do not let the recipient, even if it does come back to me, or it is even me, accept it. As I will start again. The recipient was my name same bank(your) same routine number, and one digital account number difference.

This did not happen. You are the bank, you still allowed the receiptitant bank, being your own bank to accept the transfer when I wanted you to cancel it, using this method.

I asked for the money to be returned or blocked, and was told to wait 3 days as as it could take this long., and if it isn't correct it would likely be rejected via a phone call I have recorded and be one of two things.

So no need to worry your money will get back to you.

Three days past but despite contacting you every day, the replys were almost "BOT" like in all your replies.. you should have used the convert button instead. I didnt know this but I did know, that after 1 hour that I didn't want you to accept the transfer as it hadn't appeared in my USA bank account.

After 5 days , of course after the XXXX  to get the money back from you as your merchant bank details are 5 days . 

This is like a scam. But conducted by yourselves.

As you have told me it came out of my UK wise account to a ACH bank account I am not covered by the Confirmation of Payee. But it should as it came from the Wise UK bank account in London.

And I will report you to to the fFinancial Crimes Enforcement Network (FinCEN) for exchange transfers.

It doesn't how long this takes I will get my money back from you. XX/XX/XXXX. I will contact XXXX  to get the transfer bank from you.

I will be reporting you to 
https://www.consumerfinance.gov/consumer-tools/money-transfers/ as you didn't contact the Payee which of course was in my name, but the account holder Payee did not match. I understand ach bank transfer are not covered by a USA to USA bank transfer the the payee account number routing number and Payee allowance have to match under USA bank law but it is the banks honesty and integrity and 95% are recovered that way by the bank refusing the transfer. YOU ARE THE BANK. But it was from my WISE XXXX  bank account which is protected by the CoP scheme 
This is basically fraud on your side as I told you about this within an hour as the the bank transfer hadn't arrived and was just fobbed of with generic answers everything will be OK
After 20 emails of excuses of no one doing your job and red flagged you about this immediately on XX/XX/XXXX, here we are a 3 weeks later going around in circles.

Just give me my funds back. 

Then I got this email later on theXX/XX/XXXX

Hi XX/XX/XXXX,
 
My name isXX/XX/XXXXand Im a Complaints Administrator at Wise. Please allow this email to serve as an official acknowledgement of your recent complaint.            
 
We are currently investigating the matter and consulting with the teams involved, and will provide you with an update as soon as we can. 
 
We aim to provide you with a final response regarding your case within 15 calendar days, but given the nature of your case we will try our best to resolve this as soon as possible. 
 
If you would like information on our complaint procedure in the meantime, you can check our FAQ:How do I make a complaint? 
 
Should we need any further information from you during the course of our investigation, we will of course reach out to you. 
 
Kind regards,
 
XXXX  Complaints Administrator
Wise

and finally this morning.

HelloXX/XX/XXXX,

My name is XX/XX/XXXX and I'm the Complaints Officer who has looked into your case.
 
Thank you for your patience while we fully investigated your complaint.
 
Please find attached:
Our final response regarding your complaint with Wise.
Terms of Use document applicable to your account at the moment of the issue occurring.
 
If you do not agree with our decision, we do support your right to escalate your case further following the next steps section at the end of the letter. 
 
If you have any questions, please do not hesitate to reach out.
 
Kind regards,
XX/XX/XXXX
Complaints officer
Wise

With a FOS complaint and Final decisions PDF's