Consumer complaint received 2024-10-07
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: TransferWise Ltd (GA)

XXXX. On XX/XX/XXXX, I deposited {$5200.00} ( + {XXXX} fee ) to Wise for a currency exchange, and due to my mistake, I cancelled it and requested a refund. It stated that it would take XXXX to XXXX business days to process. 

XXXX. On the same day and at the same time on XX/XX/XXXX, I deposited {$3500.00} and submitted a separate currency exchange application. It also stated that it would take 0 to 3 business days to process. 

XXXX. On Thursday, XX/XX/XXXX, at XXXX XXXX, I confirmed that there was a slight problem with my bank account and a negative balance was posted to my account. I also confirmed that the currency exchange application ( related to No. 2 ) was canceled due to this, and I confirmed that the negative balance issue was resolved in the afternoon of the same day. ( I believe that the account information was updated due to the cancellation of the currency exchange application. ) 4. On Friday, XX/XX/XXXX, at XXXX XXXX, I confirmed that there were no changes to my bank account. I have confirmed that XXXX. XXXX ( refund of {$5200.00} ) has not been completed yet. 

XXXX. At around XXXX XXXX  on Friday, XX/XX/XXXX, I contacted Wise 's customer service center about this. Wise responded that there was a 'technical issue ' and promised to explain it, and I received confirmation that the refund would be processed immediately. At XXXX XXXX  on the same day, I received the following via email, but unlike what the customer service center said, it did not clearly state what the problem was. 

[ Full Email ] -- -- -- -- -- -- # # - Please type your reply above this line. - # # XXXX XXXX, I'm getting in touch with you regarding your pending refund. 

Our relevant team confirmed that the refund for your transfer XXXX will be resumed on XX/XX/XXXX within 30 minutes after XXXX XXXX. 

Once it has been sent out, we'll let you know. Keep in mind that bank debits usually take 1-3 working days to return to your account after we issue the refund. 

If the money doesn't reach you after this time, please download a proof of refund and send it to your bank. 

Learn more about how long refunds take Let us know if you have any other questions. Were happy to help. 

Kind regards, Wise XXXX. 

This email was sent to you by Wise Payments Limited, trading as Wise. Wise Payments Limited is a company registered in XXXX and XXXX with registered number XXXX. Wise Payments Limited is an Electronic Money Institution authorized by the Financial Conduct Authority with firm reference XXXX. By using our services, you agree to our customer agreements Wise Payments Limited XXXX. All rights reserved. All investment services are provided by Wise 's subsidiaries which are authorized and regulated to provide investment services. If you hold a Jar or an account under Assets, any communication about this will be from representatives of the relevant investment entity -- -- -- -- -- -- XXXX. Sunday, XX/XX/XXXX, around XXXX, I confirmed that the refund has not been processed yet. I checked Wise 's application, but there was no message that the refund was in progress. I had set up an email to be sent when the refund was in progress, but this did not arrive either. 

XXXX. Monday, XX/XX/XXXX, XXXX. I was very upset that the process had not been completed yet, so I filed a claim with the customer service center, and they said that the process was missed and that I still had to 'wait " until the process was completed. 

I have already waited a week for their stupid processing, and I can quickly transfer the money transfer amount of my credit card usage and borrowed money. 
After a few arguments, I received a reply that they would process it right away, and it seemed to be in progress. They told me that the deposit would be processed in my bank account within a few minutes, but it has been over an hour and the transfer has not been confirmed. 

XXXX. Wise tried to deceive their customers by being complacent about their mistake. There was no compensation, no apology. 
I was seriously considering hiring a lawyer to sue them, but I confirmed that I could do it more mildly, so I am filing a report. 
I hope Wise will be warned and proceed more clearly and cleanly.