Consumer complaint received 2023-10-22
Company: TransferWise Ltd
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Confusing or missing disclosures

Complaint:
The issue I have is with WISE money transfer service. Originally called transferwise. I was one of the first people to sign up for the service in XXXX. I have been using their services for the same means and nothing has changed over the eight year period. 

Thus I was very surprised around the XXXX XXXX XXXX to wake up and find I could not log into my account. Initially, I thought there was a glitch and tried multiple times to log into my account unsuccessfully. I quickly learned that they counted being deactivated and immediately contacted customer service to find out why. Having used customer service on multiple times concerning money, transfers and always extremely happy with the service. I was shocked and disappointed with every conversation moving forward regarding trying to find information about why the account is closed. Firstly, the customer service has no idea and up offers. Absolutely nothing in terms of tending to their customers needs. You would think of the eight years of business that they may have the good and decent nature of trying to resolve some thing where the customer is absolutely unaware of why something happened and why the subsequent actions were taken. although they have the right to deactivated an account, they also said you may appeal this decision. I was unable to obtain the appeal flow through the app or the website and was instructed to write an email directly to the appeals division who made this decision. Ive sent numerous letters to the appeals department and have not been responded to in their within their 20 day timeframe or so during this timeframe, I reached out again to try and speak to someone and was finally able to get put through to someone in the appeals department who said that all they needed was to verify my account and that I should send him the relevant documentation. Very surprising that for the simple reason it took more than 20 emails and time and numerous phone calls. Ive subsequently sent the documentation and asked whether this was sufficient and Ive had no response within the 20 day timeframe having left around {$5000.00} in multiple currencies in the account, account and with no ways of accessing it and or paying bills that Ive previously set up you can get an idea of the absolute frustration I have been up against. I feel like I have no choice, but to take this into a complaint scenario and potentially garner other peoples support that have experienced similar frustration in changing the ideology and Modus operandi from how this company deals with law-abiding citizens and how they resolve the issue which I am now facing. 
One only has to think of any other business in modern society be at a Bank, an apartment, building that after eight years of building a relationship, they cut ties with absolute disregard for their clients, well-being, functionality, NOTING that they have in small print a professed assurance that through an appeal a reason will be given. 

Such a shame, when you think so highly of an entity or institution that it can be turned to the absolute opposite direction through them not performing the way they have said they would. 

I am committed to continue this complaint process with the powers that be until I am satisfied with a correct handling of my case and a better customer service protocol entered from their side. The satisfaction will also include the return of all my account transactions which are pivotal to my business, and currently unavailable to access. 

Thank you CFPB for allowing me to voice my concern and opinion.

Company response to consumer: Closed with explanation