Consumer complaint received 2023-12-07
Company: TransferWise Ltd
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
- On XXXX XXXX I wired {$5900.00} from my XXXX account to my wise.com account. Wise is a service that allows you to send and receive money similar to XXXX. They had a partnership with XXXX XXXX XXXX XXXX  to provide USD accounts to their customers. This partnership recently ended and with that, the USD account details used for wires also changed. Wise only sent an email to notify their customers about this change which is incredibly lazy and disappointing. No text message or phone call. 
- I wasn't aware of this change so the wire was sent using the old USD account details and the money went to XXXX XXXX  after their partnership with Wise had ended. 
- I contacted Wise to figure out why my money hadn't arrived in my account yet. I later got an email explaining the USD account changes. The email also said I'll get a refund in 1-2 business days. So I waited 2 days but still nothing. I contacted Wise again and they said the information within the email is inaccurate and it can take 5-10 business days to get the money returned. So based on this new information, I decided to wait the full 10 days hoping my money will be returned. 
- In the meantime, I reached out to XXXX XXXX  to explain the issue to them. I provided them the details of the transaction and they said they will look into it. This was on Wednesday XXXX XXXX 
- On Tuesday XXXX XXXX  I got an email from XXXX informing me that the wire has been returned. The email also included an IMAD number to provide to XXXX so they can track the return. It explicitly said it was returned on XX/XX/2023. I submitted this information to XXXX and asked them to keep an eye out. After waiting an entire day and still seeing no money returned I called XXXX to inquire about any updates. They told me the XXXX number XXXX provided is the XXXX from the original outgoing wire and that XXXX  should provide a valid XXXX for the return. 
- At this point, I'm telling myself I don't know how any of this works and I simply just want my money back. On Thursday XX/XX/XXXX, I reached out to XXXX again and explained that the XXXX they provided in the email is the XXXX from the original outgoing wire. I was then put on hold for a while a told I will get a call back in a few hours with a new XXXX. I got a call a few hours later and was provided with a new XXXX. But it turns out the wire was returned Thursday XX/XX/XXXX and not XX/XX/ like the email said. So I wasted two days thinking the return was on it's way when it was not. 
- I provided this new XXXX to XXXX and asked them to look into it. 
- The next day, I reached out to XXXX  again after checking my XXXX account and still seeing no money returned. They just kept telling me the new XXXX they provided is proof they have returned the wire and then hung up on me. 
- On Monday XX/XX/XXXX, I reached out to XXXX again after checking my XXXX account and still seeing nothing. This time they said it can take 3-5 business days for the return to arrive. Even though I had been more than patient already, I decided to take their word for it and wait. 
- On Wednesday XX/XX/XXXX, XXXX informed me that the new XXXX XXXX provided is invalid and they should provide a valid one so they can track the return. 
- I then sent a detailed email to XXXX describing everything that's happened so far and demanding answers. I got a response saying they've forwarded my email to their Consumer Affairs Team for further review. That is the last response I got from them. 
- It is now Thursday XX/XX/XXXX and still no money returned to my XXXX account. 
- I am requesting for Wise and XXXX to work together to get my money returned. This issue has caused serious damages to my livelihood. The way Wise has handled this is extremely disappointing and frustrating. I have been misled several times with wrong or false information and my patience has run out.

Company response to consumer: Closed with explanation