Consumer complaint received 2022-06-09
Company: TransferWise Ltd
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
Wise.com 's Mishandling of my US {$1900.00} Transfer from XXXX I would like to report Wise.com 's weird payment behavior to you as follows : My name is XXX from XXXX. I have been Wise.com 's client since XXXX this year. Wise.com, formerly XXXX is a payment service registered in the XXXX and I have conducted some investigations before becoming its client. 

On XX/XX/XXXX I have withdrawn US {$1900.00} ( after deducting US {$35.00} of transaction fee ) from XXXX to deposit it to my USD account of XXXX XXXX XXXX XXXX opened through and trusted at Wise.com, see XXXX ) XXXX Wise XXXX XXXX XXXX and XXXX ) XXXX Wise - Account details Screenshot XXXX at XXXX. 

However, a week was gone, my money has still not shown on my XXXX XXXX XXXX XXXX account at Wise.com. 

Therefore I have contacted all parties involved in the transaction, XXXXXXXX  XXXX- the Payer, the XXXX XXXX XXXX XXXX, the bank where my account is actually opened and Wise.com, the payment solution provider that has provided me that account during my registration. 

XXXX replied on XX/XX/XXXX that they have made the payment successfully and considered the case as settled, see their answer below : XXXX ) XXXX XXXX account XXXX XXXX dispute report XXXX screenshot ( XXXX ) - XXXX. 

To XXXX XXXX XXXX XXXX I have submitted my question via their online form and they replied on XX/XX/XXXX & XXXX as shown on the following XXXX emails : XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Submission XXXX XXXX XXXX ) XXXX Re XXXX XXXX XXXX XXXX  General XXXX XXXX XXXX XXXX XXXX Basically they said that thay are partner bank of Wise.com but they do not have access to my account, albeit under their bank name. As such they suggested me to contact XXXX and Wise.com to find out the reasons, which I have done already, but with no results. 

As far as Wise.com is concerned I have talked to its Help Center people a couple of times since XX/XX/XXXX via their Help Center, in chat, per site document uploading or through online email submittals. While per chatting on XX/XX/XXXX & XXXX, I was informed that no incoming funds transfer were detected in my account, my emails and document submittals got no feedback of whatsoever, till this moment when I am writing this email. 

Therefore I have conducted some researches of other ways of finding a solution, and finally I found their customer complaints email address at XXXX XXXX XXXX and wrote the following email to them on XX/XX/XXXX : XXXX ) XXXX Email to XXXX XXXX XXXX re My Lost USD XXXX - XXXX to Wise Transfer - Membership Number XXXX. 

This mail did got the replies a couple of hours later, see the email exchange between me and Wise.com 's XXXX XXXX XXXX  : XXXX ) XXXX Email to XXXX XXXX XXXX Re We need information about [ NAME ] XXXX job and employer before XXXX XXXX 

What they said is basically that the transfer of my money from XXXX was completed and the money is at their hand, but they have never informed me of anything since the money has reached them. They said they need some extra checks, but the mechanism of the socalled " extra checks '' was never implemented, even since its XXXX XXXX XXXX  has promised to enable the mechanism on XXXX XXXX as stated in their mail. And since then, I have repeatedly ask them to move ahead with their socalled checks, however, all my requests were simply ignored and hence I have never heard from them since XX/XX/XXXX. I can find no way to trigger the extra check mechanism as they told me, as seen from the front page of my dashboard at Wise.com login below : XXXX ) XXXX Wise Online My Dashboard Frontpage Screenshot XXXX at XXXX XXXX XXXX XXXX XXXX  XXXX I don't know what they are doing or want to do against my money, which I earned back 5 years ago with my translation services for a US company called XXXX. 

And now my US {$1900.00} from XXXX is still at Wise.com 's disposal, and my account does not show any evidence of the transfer as indicated by the account statement on XX/XX/XXXX below : XXXX ) XXXX Wise - Account XXXX I have no way to get an answer from them, as all my emails get no answers, and their Help Center seems not operational as well, as seen from a picture of the center right now : XXXX ) XXXX Wise Help Centre Screenshot XXXX at XXXX Talk to our XXXX Apart from the email entry, the chat and telephone functions are all greyed out, there is no way to contact them physically. But emails won't get answered at all. Therefore I have now no way to get any replies from Wise.com. They simply seem to have disappeared from the world. 

Then what they want to do with my US {$1900.00}? Do they want to retain my money forever as their own? Can anyone else do such thing as Wise.com is doing against people like me? 

My money was legally earned through my expertise service. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as my key expertise right now. I have discontinued with my language services a couple of years ago for various reasons, although I am proficient in English, XXXX and XXXX since the early XXXX 's. I am not a rich person, just on contrast, I am XXXX XXXX, because I am not earning money through illegal ways. Therefore US {$2000.00} is a big money to me. If someone steals that amount of money from me, that equals the killing of mine. 

I don't think anyone in the world can keep my money without my agreement for any reason. I consider this act of Wise.com a crime, and therefore I want to seek justice with relevant financial and government authorities in the countries involved with this case. I hope God and justice will finally prevail and evil=doer like Wise.com will get severely punished. How severe they shall be punished, we shall work out a scheme together. 

Anyway, my money must be recovered and returned to me as soon as possible, in one way or other, and any losses - direct or indirect - I may suffer from Wise.com mishandling shall be compensated as soon as possible, without delay. 

Otherwise the world 's financial system will tumble. 

In fact, ever since the transfer, their wicked way of business has already made my life miserable and terrible. I can not rest well, worrying days and nights, and having many troubles to my normal life. Their misconduct has destroyed my normal life, some of my plans and also makes me worry about my later life, for I am a man near XXXXXXXX age and have no XXXX XXXX My business has yielded no XXXX for me, although I have been trying my hardest over the lase decades. Now my only option is to seek help from the financial industry and regulatory authority. 

Thank you for your kind considerations of my requests and your patience reading the complaint. 


Attachments : ============ XXXX ) XXXX Wise XXXXXXXX XXXX XXXX XXXX ) XXXX Wise - Account details Screenshot XXXX at XXXX XXXX ) XXXX XXXX account XXXX XXXX XXXX report XXXX screenshot ( XXXX XXXX - XXXX  XXXX ) XXXX Re XXXX XXXX XXXX XXXX General Contact XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX General Contact Form Submission XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX wise.com XXXX My Lost USD XXXX - XXXX to Wise Transfer - Membership Number XXXX XXXX ) XXXX Email to XXXX XXXX XXXX Re We need XXXX about [ NAME ] XXXX job and employer before XXXX XXXXl XXXX ) XXXX Wise Online My Dashboard Frontpage Screenshot XXXX at XXXX Money Transfers International Banking XXXX XXXX ) XXXX Wise - Account XXXX XXXX ) XXXX Wise Help Centre Screenshot XXXX XXXX XXXX XXXX XXXX our XXXX

Company response to consumer: Closed with explanation