Consumer complaint received 2022-05-19
Company: TransferWise Ltd
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I started a transaction with Transferwise ( now only called Wise ) on XX/XX/2022 to send money to my mother in XXXX to buy an apartment. They asked for many documents, and then I just thought it would be simpler to send the money straight to the real estate agents without having to involve my mom. 

I contacted Wise, and asked customer support whether I could edit the recipient of the money. They told me to cancel the transaction, and then I would be able to edit the recipient, as seen in the conversation transcript below ( from XX/XX/XXXX ) : " XXXX - XXXX The payment will be rejcted back to Wise XXXX - XXXX and then can I change the recipient? 
XXXX - XXXX We'll send an email then XXXX - XXXX You can edit the recipient or get a refund XXXX - XXXX okay, that's useful to know " However, things did not go that way. After I cancelled the transaction, they said that I can't change the recipient, and that I would have to start a new transaction. Based on the new currency, that new transaction will cost me extra {$2300.00} ( as of today ). If they told me beforehand that I couldn't edit the recipient, I would never have cancelled the previous transaction. 

I still haven't received my money back, so I don't even know what will be the currency exchange that I'll be able to use when I receive my money back. I might have to pay even more than {$2300.00}. In the meantime, my mom has her hands tied and can not complete the apartment purchase because of all these delays that were caused by Wise 's misleading customer support. If it wasn't for the incorrect recommendation from their Support ( XXXX XXXX, my mother would already have received her money, and I would be happy in sending the initially agreed amount of {$43.00}. 

According with the Federal Trade Comission : " The Commission will find deception if there is a representation, omission or practice that is likely to mislead the consumer acting reasonably in the circumstances, to the consumer 's detriment. '' ( ... ) " A " material '' misrepresentation or practice is one which is likely to affect a consumer 's choice of or conduct regarding a product. In other words, it is information that is important to consumers. If inaccurate or omitted information is material, injury is likely. '' Since the transaction also involves Brazilian banks, the Brazilian Consumer Protection Code also refers to this issue ( in Portuguese ) : " Art. XXXX. Toda informao ou publicidade, suficientemente precisa, veiculada por qualquer forma ou meio XXXX comunicao com XXXX XXXX XXXX XXXX XXXX XXXX XXXX apresentados, obriga o fornecedor que a XXXX XXXX XXXX dela XXXX utilizar XXXX integra o contrato que vier a ser celebrado. 

Art. XXXX. O fornecedor do produto ou servio solidariamente responsvel pelos atos XXXX seus prepostos ou representantes autnomos. 

Art. XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, o consumidor poder, XXXX XXXX XXXX XXXX XXXX : I exigir o XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ; XXXX aceitar outro produto XXXX XXXX XXXX XXXX XXXX ; XXXX rescindir o contrato, com XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX a XXXX XXXX XXXX. ''

Company response to consumer: Closed with explanation