Consumer complaint received 2023-08-26
Company: TransferWise Ltd
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
Preface : I am a US citizen and my wise.com account is linked to my US citizenship. I attempted to transfer money from my joint XXXXXXXX XXXX  account to my wise.com USD balance so that it could then be distributed appropriately to multiple XXXXXXXX XXXX accounts. 

XXXX XX/XX/2023 : Initiated a wire transfer of XXXXXXXX XXXX to XXXX USD from my XXXX XXXX  account to the USD balance of my wise.com account. 

XXXX XX/XX/2023 : Wired funds following wise.com 's instructions to at my XXXXXXXX XXXX XXXX branch and was given a proof of payment. 

XXXX XX/XX/2023 : Received correspondence from wise.com that my transfer was cancelled but was given no reason why. I confirmed that the money was returned to my bank account and believe that my bank XXXX flagged the transfer for fraud purposes and returned the money. 

XXXX XX/XX/2023 : Reinitiated the transfer. This time my joint account holder, who's information was provided when I originally initiated the money transfer, went to the XXXXXXXX XXXX branch and wired the money, also following wise.com 's instructions. 

XXXX XX/XX/2023 : Received an email that wise.com has received the money but could not confirm that the funds came from me. With a link to correct the issue. I logged into my wise.com account, uploaded a picture of the proof of payment from the local bank to prove that I was aware and involved in the transfer. 

XXXX XX/XX/2023 : Received an email that the documentation provided was insufficient and was instructed to log in to fix the issue. I logged in and cancelled the money transfer through the wise.com website. 

XXXX XX/XX/2023 : Received an email that the funds need to be returned, and to log into my account to provide information of the account to which the funds should be returned. 

XXXX XX/XX/2023 : Still had not been issued a refund, so called wise.com customer support. to see why it was taking so long. Was advised that bank transfers take 0-3 business days to complete. The customer support representative told me that the details provided for the refund account did not match the details of the proof of payment that I had provided. 

XXXX XX/XX/2023 : Received an email from XXXX of the wise.com support team that I need to upload my proof of payment documentation on the wise.com website. 

XXXX XX/XX/2023 : I uploaded a copy of the proof of payment from the XXXX bank. 

XXXX XX/XX/2023 : I received another email stating that wise.com stating that they need to issue a refund and to log into my account to fix the transfer. 

XXXX XX/XX/2023 : I logged into my account and uploaded the required information of the bank account for the funds to be returned. 

XXXX XX/XX/2023 : Still had not received the funds after the promised 0-3 business days, so called wise.com customer support line. Was told that the previously submitted information was not received by the back end team and blamed a fault in the computer systems. 

XXXX XX/XX/2023 : Received another email that wise.com need to refund money. Clicked the link and provided the refund bank details that match the proof of payment of the wire transfer. 

XXXX XX/XX/2023 : Two hours after submitted the acount details, received another email from wise.com saying that they need to issue a refund. I called customer support and asked to be given information why the details I have been submitting online are being rejected and that I am receiving new requests for information. I was told that they are not given that information from the back end team. I asked to speak to a manager many times but was told that none were available, they were all in a meeting and that the customer support representative had the same information and power as the managers. I asked on multiple occasions to provide information as to why my information that I submitted was being rejected and was only told that it needs to match the proof of payment ( which I checked many times to ensure they were the same ). While on the phone with wise.com customer support, I submitted the information online and asked the representative if he could see it and he said he was not able to see that information. I was told to be patient and that the funds would be returned. 

XXXX XX/XX/2023 : I have heard nothing from wise.com and the funds have still not been returned to my account.

Company response to consumer: Closed with explanation