Consumer complaint received 2022-12-24
Company: TransferWise Ltd
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
Hi, I have two problems with my checking account. I was here in the US ( XXXX ) for a holiday and have a multi currency with Wise ( US ). And as of right now, I have a negative balance of {$190.00}. 

XXXX. XXXX XXXX XXXX I have 2 orders with them, XX/XX/2022 with {$620.00} and XX/XX/2022 with {$270.00}. On the day of these purchases, those amounts were rightfully charged on my checking account. 

As of XX/XX/2022, after safely arriving in XXXX, I checked my bank account and all the figures were deducted weirdly. I had about $ XXXX {$400.00}, i'm not entirely sure on the specific amount, the bank should be able to track that - in my account as of XX/XX/2022 and my last transaction authorised with Wise was on XX/XX/2022 which is services in flight for an amount of {$3.00}. 

XX/XX/2022 - {$96.00} XX/XX/2022 - {$96.00} XX/XX/2022 - {$170.00} XX/XX/2022 - {$300.00} I immediately contacted Wise to check on these transactions and why it was so wrong, and caused a negative amount. Was told to contact the merchant, which I did, talked to a XXXX XXXX, and she first said that it was a problem because I am overcharged, then put me on hold and them kept insisting that nothing was wrong and also, said that I was actually overcharged because of the discounts/promo codes that should have worked. But chose to not refund. They say it was a pre-authorised charge but it was stated that. It was a final charge. 

And they got back to me via email saying that the charges was based on fulfilment. That should total to {$400.00}. But also, this amount was completely wrong. 

Now because of their incompetence, this has caused a negative balance that they are choosing to not to dispute. 

Wise is taking way too long in trying to fix the dispute. When I got back to them, after mentioning about contacting the merchant especially if merchant is uncooperative with settling the matter, they said they would refund under the bank, I filed dispute thrice. As of today, still nothing. 

Wise XXXX close my account if it stays negative but at the speed they're moving to resolve this - I'm worried that it will eventually be closed down. 

XXXX. XXXX XXXX I ordered XXXX XXXX products on XX/XX/2022, under my sister 's name and email for an amount of {$210.00}. As of XX/XX/2022, there wasn't any updates at all. I contacted them via the online form, and they replied that it can't be cancelled and refunded as it is being processed. On the site/email, they did mentioned on updating customers on the processes upon item delivery. But they failed to do so. 

After emailing them with proof that, that was what their site says, as in the time frame of XXXX to XXXX on XX/XX/2022, they then stayed XXXX and XXXX at XXXX on XX/XX/2022, I received an email that stated : " Your order was processed and a tracking link created on XXXX. The tracking information is not sent to the customer until scanned by XXXX. 

XXXX XXXX Priority Mail Thank you, XXXX XXXX XXXX '' in which I responded to : " Hi, You guys rushed the order as of XXXX today. I saw it. No worries I have updated the bank regarding an unco-operative merchant and consumer affairs court as to this issue especially because you guys decline consumer 's request on cancellation and refund when you basically were XXXX in XXXX process of ordering. 

Apart from that, there is a whole website thread on you guys doing repeated mistakes on the shipping end. I submitted this link to the bank and court as well. In case you would want to read it up : XXXX XXXX XXXX XXXX. '' When I received the parcel, it was on a 2-day Express shipping. They did that on purpose so I couldn't receive my money back and also, would have to pay for returns. 

The bank was being reported on this matter too. Also, about XXXX XXXX, as the site above, alot of customers face the same problems. They also do not have free returns, I had to pay an additional {$15.00} to have it returned to XXXX XXXX. 

They basically lied about my package and tho when you clicked the tracking shipment, it shows that it was first processed on XX/XX/2022, they did not update me on anything. 

If they are so innocent and did nothing wrong, why did they post my parcel on a 2 day Express shipping?

Company response to consumer: Closed with explanation