Consumer complaint received 2021-03-15
Company: TransferWise Ltd
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Summary : On XX/XX/XXXX, I used Transferwise ( now Wise ) to make a transfer for {$82000.00} and another XXXX on XX/XX/XXXX for {$95000.00} to buy a house in XXXX, they were unable to complete the transfer after 25 days even though when I set up the transfer their website said it would be done in 3 days, during this time they made multiple claims that the money was already sent, causing my family stress, sleepless nights and we lost the house we were trying to buy, I would like to be compensated for this nightmare, here is the timeline for how this unfolded : XX/XX/2021 - I set up the first transfer for {$82000.00}, Transferwise website says it should be done by XX/XX/2021 XXXX XXXX PST XX/XX/2021 - Transferwise acknowledges it has received my money by email XX/XX/2021 - Transferwise website claims it has sent the money to the recipient in XXXX and should be processed by XX/XX/2021 XXXX XXXX XX/XX/2021 - Money is not in the recipient 's account yet, I called Transferwise, they claim the money is already sent and that I should check with the recipient 's bank, over email they give me a receipt that only proofs they sent the money to their banking partner not to the recipient 's bank so I ask for proof that they have sent the money to the recipient 's bank XX/XX/2021 - Over email they now tell me that their banking partner needs more documents to process the payment but they are finding what documents. I also make the second transfer for {$95000.00} since I have a deadline XX/XX/2021 - They finally get back to me over email with the documents they need to proof source of funds, I send them right away XX/XX/2021 - They asked me for more documents and information they didn't ask for the previous day over email, I again send it right away XX/XX/2021 - I received an email saying they are reviewing the documents and the money should arrive in 2-5 days, meanwhile their website still says the money arrived on XX/XX/2021 XX/XX/2021 - I asked over email if the documents are good for both transfers XX/XX/2021 - They confirm over email that the documents I sent apply to both transfers and they should arrive around the same time XX/XX/2021 - I'm getting pressure from the house builder to receive the payment, I ask Transferwise for an ETA and their baking partner contact information, they refuse to provide either XX/XX/2021 - Transferwise claims the transfers have been released with the documents I provided and they are processing the payment, I called them to try to get a proof of payment, I later received an email saying they are working on getting it XX/XX/2021 - I call them again to get an update, they promise one over email right away I get nothing XX/XX/2021 - I call them again to get an update, I get one over email saying the funds are not released like they claim 3 days before and they are still processing the documents I sent XX/XX/2021 - They send me an email asking for more documents and information to release the funds, I send the documents and information right away and they confirm they received it XXXX I email them again to ask for an update, they say they don't think they will need more documents and that they are processing the transfers XX/XX/2021 - Transferwise cancels my transfers, I call them immediately to find out what happened, apparently it took the so long to process them that their system canceled them automatically. The agent I talk to says he believes it should be quick now and I should resubmit, I tell him I need this done by XX/XX/2021 or I want my money back and get compensated for this nightmare since the house builder is not waiting any longer XX/XX/2021 - I get an email claiming the transfers will be done by XX/XX/2021, I go to transferwise website and it says they will be done by XX/XX/2021 XXXX XXXX XX/XX/2021 - The money hasn't arrive yet, therefore I ask for my money back, they say they are going to send the request but they don't know if they are going to be able to cancel it even though the recipient hasn't receive the money yet XX/XX/2021 - I call again to try to find out if the transfers are already canceled, they are unable to give me a definitive answer XX/XX/2021 - I call them again for an update, they now tell me it's unlikely the money will be sent and I should receive my money back in a few days, no promises or definitive answers. Later that day XXXX get an email asking me to set up the account to get the refund but still they don't promise anything XX/XX/2021 - I finally get my money back, I only found out by looking at my bank account, no heads up or anything from Transferwise

Company response to consumer: Closed with monetary relief