Consumer complaint received 2023-09-04
Company: TransferWise Ltd
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I made several transfers between XXXX XXXX and XXXX XX/XX/2023. The money was withdrawn from my bank account at XXXX and placed on hold at Wise. It was to be held for about 3 days. Just hours before it was set to be released then my account at wise was deactivated. It never posted but my money was still gone from my account at XXXX It was 3 transactions. One for XXXX and two for XXXX. I contacted wise who assured me my money would be held safely and returned to me after the investigation. Almost 40 days later wise concluded their investigation and immediately refunded an amount of XXXX usd. I filed complaint with them and they stated they couldn't give me any detailed information. I filed complaint for a charge back with my bank. My bank refunded me the {$1000.00} and one of the {$500.00} transactions. Wise then sent me a notice saying I was owing them money. 
Wise completed the complaint I filed after I did not receive my money. In their letter they refer to transactions made on XXXX XXXX and XXXX XXXX and XXXX XXXX. These are not the correct transactions. My transactions took place on XXXX XXXX and XXXX XXXX. Two transactions : {$1000.00} and {$500.00} on XXXX XXXX and one transaction of {$500.00} on XXXX XXXX. They didn't address the correct issue. I didn't have an issue with the transactions on XXXX and XXXX XXXX. I have proof the money came out of my account at regions bank on XXXX and XXXX XXXX and it was never returned. It had yet to post to my wise account so I never spent the money. I asked Wise.com for a statement of my transactions and they replied they can not offer a statement. Again, the transactions they bought up in the complaint result were from XXXX and XXXX XXXX and I used those funds. Which is why I was making another transfer on XXXX and XXXX XXXX. The transfers for XXXX and XXXX XXXX were never received by me in my Wise account. The money was withdrawn from my XXXX account and now appears to have disappeared because before it could post wise deactivated my account. Wise has also now made claim that I owe them for the {$1000.00} charge back from my XXXX  account. If they were to investigate the correct transaction dates then the would see they owe me and I do not owe them. I have not received a straight honest reply from the customer service department. I have not received any bank statements from my account so I can verify my spending and transfers via the wise.com account. I have my proof from my XXXX  account only and I feel that Wise.com is being dishonest about my money transfers which is why they won't give me any detailed information from my account in XX/XX/2023. I require help in recovering my money and clearing my account with Wise.com. I am not the only person that has experienced this with Wise.com. I took to XXXX to find numerous complaints regarding similar issues from other customers. This seems to be a recurring problem with Wise.com. they should be investigated for fraudulent services.

Company response to consumer: Closed with explanation