Consumer complaint received 2023-12-12
Company: TransferWise Ltd
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Dear Financial Ombudsman, I am writing to you in a state of extreme distress and urgency, seeking your immediate intervention in a matter involving Wise and my business sub-account ( XXXX XXXX XXXX, Member ID XXXX ) Wise Email : XXXX. This situation has not only caused me significant financial hardship but is also jeopardizing the health and wellbeing of my family, specifically my father who is in dire need of a XXXX XXXX and the handling by Wise has been distressing and unacceptable. 

Detailed Account of the Situation : XXXX ) Account Deactivation and Refund Promise : My account was deactivated on XX/XX/XXXX. Following which I filed a complaint with Wise and appealed for my case. I received a final response that said they will be closing my account and promised a refund of any balance within 2-5 business days. 

XXXX ) Conflicting Information Regarding Account Balance : Despite assurances of a refund within 2-5 business days, I have been met with conflicting information regarding my account balance - Email Communication : I received emails from Wise claiming XXXX XXXX balance in my account, which contradicts my records showing a balance of XXXX GBP. 
- Phone Support Discrepancies : When I contacted their phone support, I received varying information : One team mentioned over XXXXXXXX XXXX available for refund. Another stated that the full XXXXXXXX XXXX was present. 

3 ) Automated and Unresponsive Communication : The email communications from Wise have been generic and unhelpful, repeatedly stating no balance available for refund without addressing my specific queries or providing any explanation for the discrepancy stating : " '' Regarding your business account XXXX XXXX XXXX XXXX, we confirm that there is no balance left to be refunded. The money received in your Wise Account may be subject to reversal as per our Terms of Use section XXXX. '' '' Also, as per the screenshot attached, you can see that they are specifically ignoring all my tweets for the past ten days. They have not responded me once either on XXXX, XXXX, XXXX XXXX and XXXX despite being active and responding to multiple other people. I tried using three different accounts to do so. They reply with a hello but once I mention who I am and what my query is, they ghost me and do not respond to me. They simply ignore me and don't reply at all which is further stressing me out. 

3 ) Severe Personal Impact : - Medical Emergency : The funds are critically needed for my father 's XXXX XXXXXXXX. The delay and uncertainty in accessing my funds are directly impacting his health and treatment. I am unable to pay for his treatment since all my life savings were stuck in my Wise account. 
- Financial Duress : I have incurred substantial debts on credit cards to cover initial medical expenses. I am prepared to provide medical reports and credit card statements as proof of this urgent situation upon request. 

4 ) Request for Transparency and Immediate Action : - I urgently request a detailed and transparent explanation regarding the discrepancy in the account balance. 
- If any reversals have occurred, I demand to know to whom the funds were reverted or the specifics of the transactions that were reversed. 
- If reversals were made without valid justification, considering I have fulfilled all service obligations, I need this information to pursue legal action against the individuals responsible for this potential financial fraud. 
- Concrete reason for why did Wise reverse the amount without consulting me or asking me for proofs first. 
- If no reversals have been made, why Wise is giving me different answers and is denying refund to me and is making false claims. 
- Wise is also refusing me to share bank statements for my account after XX/XX/XXXX. 

5 ) Plea for Your Intervention : - I implore you to intervene and facilitate a swift resolution to this matter. The continual generic responses and lack of clarity from Wise are not only causing financial strain but also affecting my mental health and family 's wellbeing. 
- I request you to intervene and direct them for an expedited refund process, given the urgent medical situation and financial distress caused by this situation. 

6 ) Potential Legal and Regulatory Action : I demand a regulatory action against Wise Payments Limited for deceiving me, not providing me the refund and refusing to provide me with necessary details, if any, for me to file a formal police complaint against the person who reversed the amount despite me providing all the necessary services to that person that I was supposed to. 

7 ) How has this situation affected me? 

I have been profoundly affected by the situation with Wise, both financially and emotionally. The funds in my Wise account, totaling XXXX XXXX represent my life savings, accumulated since birth. This amount is not just a number ; it's a significant sum in XXXX, where I am from, and holds immense value for my family and me. 

Financially, the impact is severe. This money was earmarked for my father 's XXXX XXXX XXXXXXXX, a critical need that can not be postponed. The unavailability of these funds has put his health in jeopardy. To manage the initial medical expenses, I had to resort to borrowing, incurring substantial debts on my mother 's credit cards. This has added a layer of financial strain to our family, increasing our debts and significantly impacting our financial stability. 

Moreover, the emotional toll of this situation has been devastating. The XXXX and stress of not being able to access my own savings for such a crucial purpose have been overwhelming. This ordeal has left me feeling powerless and vulnerable, knowing that the well-being of my family hinges on funds that are rightfully mine yet are inaccessible due to the discrepancies and lack of clear communication from Wise. 

The uncertainty and helplessness this situation has caused can not be overstated. It's not just about the monetary value ; it's about what these funds mean for my family 's immediate needs and our future security. The delay in resolving this issue is not only a financial burden but also a source of constant worry and emotional distress. 

In essence, the handling of my account by Wise has not only put me in a precarious financial situation but has also caused significant emotional and mental strain, affecting my family 's well-being and my ability to provide for their urgent needs. 


This situation with Wise has left me feeling helpless, and I turn to your office as my last hope for a fair and just resolution. Your intervention in this matter is not just a request for assistance ; it is a plea for justice and compassion in the face of corporate indifference. 

Thank you for your attention to this urgent matter. I am hopeful for a prompt and empathetic response from your office. 

Regards, XXXX XXXX Phone : XXXX XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation