Consumer complaint received 2022-04-08
Company: TransferWise Ltd
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2022 I used WISE to send money from the XXXX to a family member is XXXX. I had used WISE in the past for the same person and same reason with no issues. This time the transaction was automatically out under investigation and stated it would take 4 working days to be resolved. I decided to make another transaction the following day to see if it would go through and nothing, the same result. I contacted the customer service team by phone and they said they didn't know why it was being investigated, but, elevated the case for the team to look at it. A few days later I went on they XXXX and commented on other unsatisfied clients comments, WISE asked to PM them with the transaction numbers and here is what I have had to deal with with no resolution yet today : Here is part of what I have been through after attempting to send money to a family member using WISE. I sent the money XX/XX/2022, then 2 more transaction on XX/XX/2022 and still today the money hasn't been delivered or returned to me. I tried to resolve the issue and this is what I have been through so far : After commenting on other people 's frustrated posts I was asked to PM WISE and provide the transaction numbers. I did and absolutely nothing was resolved check this out : Wise Hi, Im the Wisebot. Please select one of the options below so I can point you in the right direction. 
Enter You sent following up to our conversation. You asked to share the transaction numbers I am having issues with. here they are : # ZZZZZZZ, # YYYYYYY, # XXXXXXXX You sent as i mentioned before, it has been way too long, I would like to cancel these transactions. I've contacted customer service 3 times and the case has been escalated 3 times with no answers... 
You sent the person i am sending the money to cant even close the account because there are other pending transactions. 
XX/XX/2022, XXXX XXXX Wise Thanks for sending the transfer numbers, XXXX. I understand your urgency here and I'm going to make sure this is being handled by the proper team to avoid further unnecessary delays. Please give me some time to ensure I have the most accurate info. I'll be in touch within the next working day. 
Enter XX/XX/2022, XXXX AM Wise Hi there, XXXX. I wanted to check-in and let you know I'm still investigating this for you. As soon as I get any answers from my team, I'll let you know. Thanks for bearing with me while I get this done for you Enter You sent Thanks for the update. 
Enter XX/XX/2022, XXXX XXXX  Wise Yes, of course, and thanks for bearing with us. We'll get back to you by email once we know more. 
Enter XX/XX/2022, XXXX XXXX  You sent Hi, any luck? still no resolution on this matter. Do you see why I am frustrated? 
Enter XX/XX/2022, XXXX XXXX Wise Hi again, XXXX. I do understand your frustration, and thank you for how patient you've been. Ive just emailed you with some information and a security code. Please have a look and reply here with the code if you have any other questions. 
Enter XX/XX/2022, XXXX XXXX  You sent Yeah, you just provided me the same thing I keep getting... basically no information, no resolution ... what checks are you doing that takes 14 days ... that is absurd. I need my money back, whatever issues you are having it's not me obviously because I have not been asked to provide anything. So I need my money returned to me if you are not able to deliver it to the recipient Enter You sent I am following up on FB to show everyone I am right in everything I said about you not being able to fix this issue and holding my money. 
Enter XX/XX/2022, XXXX XXXX  Wise We always do our best to process every transfer as quickly as possible. As every transfer is unique, sometimes we might have to run regular bank checks based on our bank partner requirements. Whenever this happens, we also work to complete these checks as fast as we can. Also, this doesn't mean that we'll ask for additional information for every transfer that you make. We always aim to make this process as simple as possible, we'll only ask if we do not have the information required by the local regulation from the sending partner. If we've already had the information required, we'll continue to process the checks from our end. I can assure that our team is working on this, and we'll be in touch with you as soon as we've further information on your case. Also, if you'd like to continue over social media, please reply here with the 6 digit code that I've shared over email. Thanks a lot. 
Enter You sent Its been 15 days, how much longer can not take! I am done and tired of the same excuses. 
Enter XX/XX/2022, XXXX XXXX  Wise I completely understand that, but I don't have new information to share on this, other than that the relevant team has been notified, and hopefully they'll be sharing an update with you very soon. 
Enter XX/XX/2022, XXXX XXXX  You sent well, its the end of the month and still reviewing ... .since XX/XX/XXXX .... 
Enter XX/XX/2022, XXXX XXXX  Wise Hi there. I certainly understand it has taken longer than expected. We've escalated the case with our dedicated team and hoping to get updates soon. We appreciate your patience throughout all this time. 
Enter Wed XXXX XXXX  You sent i need to cancel my account and my money be returned to me for the transactions you haven't been able to complete. what do i need to do? 
Enter You sent i dont want to cancel and then never get my money back. 
Enter XXXX XXXX  You sent SO, I guess you are not responding anymore... ok, its time to really expose what you are doing to me then. 
Enter XXXX XXXX  Wise Hi there, XXXX. I understand that you're very frustrated with this situation. While there isn't any new updates yet, I've escalated this once again with our team. Please be assured that we're doing all we can to reach a resolution. 

Enter You sent not you are not doing everything you can, why is WISE so secretive about clients talking to higher up teams? all we get is to talk to you and you saying we escalated this issue, i will publish every conversation I've had and every email I've receive so people can see you do nothing other than state you escalated the issue and then nothing happens, you withhold my money for more than a month and I have zero information of why this is happening.

Enter You sent I will also contact my bank to ask reference to report WISE and provide all the evidence of the lack of information while withholding my money for more than a month. 
Enter You sent I will use every social media access I can get a hold off and present a timeline of what you have done to me ... .I know you dont care or give a XXXX about your clients based on what you have done to me, but, at least I might be able to stop someone from going through this. 
Enter You sent I dont know how you sleep at night, I sent money to family members that needed to pay bills, you did not deliver the money, decided to hold it for since XX/XX/XXXX and provided me no explanation at all, so not only put a strain on my family members but also on my budget. 


I also have the email where they again state they escalated the case... .I have not received any notification of why they are holding the transaction, there is no way to go above the online or phone customer service, they have hold my money since XX/XX/2022 with no answers, I can not even close my account! Is there anything I can do to get my money back?

Company response to consumer: Closed with monetary relief