Consumer complaint received 2023-09-10
Company: TransferWise Ltd
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I am submitting a complaint for 3 transactions that my company has done through an online Payment Platform Wise. 

The basics of the complaint are as follows. My company purchased a XXXXXXXX XXXX XXXX from XXXX XXXX XXXX in XXXX California. As I was in the United States at the time I was making the payment I was unable to have XXXX XXXX wire the funds to the auction since they required me to physically visit a branch to do so. I was told to use a company called Wise to do the transaction by a friend as they had used them previously and had an option for me to be able to make the payment from the United States. 

In order to do so I had to create an account with Wise and verify my company as well as myself as a XXXX through their online process. Confirmation of my business being verified was sent via email from Wise on XX/XX/2023. I then had to split the payments up into 3 separate transactions as XXXX only allowed me to interact e-transfer of XXXXXXXX CAD in one 24-hour period. These transactions were done in the following denominations XXXX, XXXX, and XXXX which were all posted to my XXXX account on Tuesday, XX/XX/2023. 

The wise website showed that they have received all three payments and they sent one of the payments to XXXX for {$18000.00}. The dates that the Wise portal provided for when the wire would be sent for the other 2 payments had changed and I called them numerous times to get more information and was not given any information. Then my account was closed and I was instructed to do an appeal which they said would take 20 days. This happened now almost 2 months ago and I have not been able to receive my money back from them in regards to this matter. I also provided them with the bill of sale I had received for the vehicle that I was purchasing from XXXX XXXX XXXX ) As per their instruction, I have provided my account information as well as the 3 separate confirmation screenshots for the e-transfers. After speaking to my bank they had mentioned that this is financial fraud since they had taken my money under the pretense that they would provide me with a service ( the wire to XXXX XXXX XXXX ) and are refusing to send me my money back. 

I am still out over XXXX CAD, had late payments assigned by XXXX as a result of the payment not being sent from then, canceled flights to California to pick up the vehicle as well and my business buying ability locked nationwide by XXXX for the delay in payment, In addition, I had to stay in the united states for a much longer duration of time than anticipated which was an additional hindrance on my finances as well as my ability to earn an income when my buying ability was locked at the auction. I have also incurred fees over the last 2 months for this vehicle and essentially had to pay for it twice. 

As wise had completed one of the three transactions there should have been no reason for them to not process the other two. I have provided my company details, banking info, personal information, and screenshots of the transactions multiple times. my to them for months and everything that they asked. As well they had violated many of the terms and conditions on their own website which would essentially be a second fraudulent incident. 

I have included some of the information I have below for Wise to assist you in the complaint. The company has various offices worldwide including one in XXXX and the United States. 

Transfer 1 - ( XXXX XXXXXXXX ) {$18000.00} USD completed Transfer 2 - ( XXXX XXXXXXXX ) canceled by wise ( XXXX USD/ XXXX CAD ) Transfer 3 - ( # XXXX ) canceled by wise ( XXXX XXXX CAD ) appeal case number - XXXX - appeals @ wise.com XXXX ( this email I have been in correspondence with regarding the refund ) Was speaking with XXXX. 

Wise Phone number XXXX Address for Wise in XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX, XXXX XXXX, XXXX

Company response to consumer: Closed with explanation