Consumer complaint received 2023-04-02
Company: TransferWise Ltd
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2023, I created an international money transfer ( # XXXX ) in the amount of {$3100.00} USD via the Wise application on my smartphone. The money was directed from my XXXX  bank account in USA to my partner 's closed XXXX XXXX  account in XXXX. -- - Transfer receipt is attached for your reference : XXXX Wise reported that the funds were 'paid out ' the same day, and that they would be available on XX/XX/2023 or sooner. But from what I understand this should not be possible, as the funds were directed to a closed account. The recipient financial institution confirmed on XX/XX/2023 that no transfer from Wise was ever received. And if it were received, since the account doesn't exist, then the only possible outcome is that the funds would bounce back to the sender 's account. -- - This document from XXXX XXXX is attached for your reference : Account Information.pdf Between the start of XXXX and now, both the recipient and I ( the sender ) have spoke with dozens of employees from Wise as well as both of our financial institutions, and we are getting contradicting information depending on who we talk to. 

On XX/XX/2023 Wise provided what they called a 'proof of wire trace ' document vaguely stating " NAME AND ACCOUNT DO NOT MATCH NSF '' at the bottom. Nobody was really able to explain to us what this actually means. In our opinion, this document only makes it seem like no action was taken, nobody was ever contacted and no follow up was made. Wise was unwilling to provide us with any further insight as to the action taken during their investigation. -- - This document is attached for your reference : XXXX On XX/XX/2023 I disputed the charge with my XXXX bank. They provided me with a temporary credit and they are currently investigating what they can from their end. I have not heard the results of this investigation as of yet. They did tell me it can take some time. -- - This document is attached for your reference : XXXX On XX/XX/2023 Wise contacted us saying the beneficiary had already withdrawn the funds and there is nothing Wise can do to further recover the funds. -- - This document is attached for your reference : Wise Transfer XXXX They will no longer assist with any investigation, and they recommended we file this complaint. If this is true that the funds have already been withdrawn, then it would lead us to believe that Wise somehow directed the money to a completely different account than the one we provided. If the funds were sent to the account we provided, then the only possible outcome should be that the funds return to the sender 's account. But here we are now in XXXX, and the money is still missing. 

On XX/XX/2023 Wise contacted us with a legal threat indicating I need to pay for this transfer and that I will be charged interest at the greater of 15 % per annum, as well as charged for all of Wise 's cost of collection. -- - This document is attached for your reference : XXXX XXXX XXXX I feel like Wise has robbed me, this whole situation has already caused so many problems and stress in our lives, and now collections are going to come after me. I'm getting really scared.

Company response to consumer: Closed with explanation