Consumer complaint received 2023-11-02
Company: TransferWise Ltd
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I am missing {$2000.00} to Wise.com. The money was pulled from my account on 4 occassions. When I call the company, they say that all of these charges have " successfully been sent to my recipient 's account. '' However, this is not the case, as can be proven by my recipients Bank Account Info. 

TIMELINE OF WISE SUPPORT REQUESTS : XX/XX/XXXX : FIRST complaint filed online to company about charges not hitting XXXX Account XX/XX/XXXX : Another inquiry made about additional charges made to wise via phone. Did not get a case ID for this. Called AGAIN, was given instructions to check with XXXX XXXX  with the transaction receipts from Wise. The XXXX XXXX  said they could not locate any such transactions. A statement from XXXX XXXX  was sent to Wise. 

XX/XX/XXXX : Called Again, and it was made clear to me that Wise was not investigating the proper charges. The refund request still hasn't been completed, and they hold that all charges were successfully sent to the recipient even though it is not reflected on recipient bank statement. 

A DESCRIPTION OF MY CASE : There are FIVE transactions in the amount of {$500.00} that are not accounted for in my recipient 's bank account, but were pulled from my XXXX XXXX account to Wise. See attached table for specific dates and transactions ID 's. 

Here is the sequence of events that led to this : On XX/XX/XXXX, a scheduled transfer ( transfer XXXX ) was sent to XXXX XXXX Account ( recipient ). At the time, it appeared that this transfer did NOT go through ( no email was sent to my recipient about the transfer ) on it's scheduled date, and in order to make sure she was able to pay her bills, we pushed through a payment manually ( transfer XXXX ) which also did not go through. On XX/XX/XXXX, we pushed through another payment manually ( XXXX ) and money did hit her account. It appears that this transaction was actually not successful, and that one of the initial transactions was successful and hit her account on XX/XX/XXXX? In any case, ONE of these transfers was successful, so we thought all was well. At the time, I did not realize that THREE amounts of {$500.00} were removed from my account. 2 of these were pulled from my account on XX/XX/XXXX, and one was pulled on XX/XX/XXXX ( see attached Statements from XXXX ). Both of these were ACH transfers directly from my bank account to hers. 

Then, another scheduled transaction was to take place on XX/XX/XXXX ( transaction ID XXXX ). Given the issues we had earlier in the month, my recipient kept an eye out for an email on her scheduled payment date. No email was received. So we waited a day to see if anything would go through. Nothing did. We tried again on XX/XX/XXXX ( XXXX ) but the transaction said it failed, so I decided to try using my credit card ( XXXX ) to see if it was some issue with XXXX, the sending bank account. I got an error message saying that there was insufficient funds and it could not be processed ( see attached statement ). On a later call with one of your representatives, I was told that this message can show up because there is a limit on Wise for sending money internationally using a credit card. AGAIN, this charge appeared NOT go through. However, the above email is telling me that one of these charges was successful, but this is not represented on my recipient 's bank statement. Wise has repeatedly told me that all of these were " successfully sent '', but THESE ARE NOT DISPLAYED ON THE RECIPIENT ACCOUNT STATEMENT. 

To ensure that XXXX, the Recipient, had enough money to pay her bills since she is her family 's main support, I sent an international wire directly from my bank. You will see this represented on MY bank statement ( XXXX  ) as well as XXXX XXXX XXXX statement on XX/XX/XXXX. We can tell that it is the wire transfer from my bank that was successful, and not the initial wise payment, because the description on XX/XX/XXXX is DIFFERENT from the description for the wise payment that occurred on XX/XX/XXXX. I have highlighted on these statements all the charges that are applicable to this case, as well as added written notes so you can tell which charges are in question here. 

Another issue that I am having with this is that, we did indeed make sure all charges were cancelled that didn't successfully go through. In other words, we weren't really sure what was happening with the unsuccessful transfers, so we went back in wise and cancelled all transactions. This is represented on our transaction history in wise ( see attached ). However, we initially saw no issue, because many of these missing transactions were marked as " hidden. '' I had to go into filters and toggle on hidden transactions. To me, this is suspicious. Perhaps this is just a technical error, but it really added to the confusion about all of these missing charges.

Company response to consumer: Closed with explanation