Consumer complaint received 2024-04-24
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Confusing or missing disclosures — 
Company: TransferWise Ltd (IL)

On XX/XX/2024, I initiated an international money transfer using Wise to pay for my family 's XXXX  health expense. I chose it because the transfer system informed me that the money would be transferred from my XXXX  XXXX XXXX account to Wise by XX/XX/XXXX and then would be delivered to the recipient by XX/XX/XXXX. However, On XX/XX/XXXX, the status of the transfer on the Wise app changed and stated 'the money is delayed on our end and it has not been received by Wise yet ' ( paraphrasing ). I waited until XXXX my local time to see if the money would come in, but it didn't. So I called Wise customer support line at XXXX CST , which started a frustrating XXXX  of trying to get a consistent and clear answer about the status of my transfer from XXXX different customer representatives. Customer Representative XXXX XXXX put me on hold for XXXX minutes to get the latest status of my transfer, only to come back to me to say there has been a technical issue. When I asked what that meant for the status of my transfer and when I should expect it to be delivered, she had no answers and said she would need to talk to the technical team again. She insisted on just sending me an email explaining what happened and refused to give me details on the phone. After requesting she speak with the technical team while I'm on the phone, she put me on hold again for XXXX minutes. She came back and said the money had reached Wise. When I asked her when the money would be delivered, she said she would have to talk to the technical team. Apparently, she hadn't called them while I was waiting for a total of XXXX minutes! At this point, she became aggressively insistent about not calling them and just sending me an email. She mentioned the money would 'hopefully ' be on the account by XX/XX/XXXX but ( again ) had no answers to why she was saying 'hopefully ' ( she had to speak to the technical team ). It was like trying to get information out of a broken record. I decided to hang up and call again to speak with someone else who might give me clear answers. I called customer service for the second time at XXXX CST. When I asked Customer Representative # XXXX whether the money had arrived at Wise and when I should expect it to be delivered, I received a 100 % conflicting answer. Turns out, the money was NOT at Wise and it would arrive to Wise by XXXX PST on XX/XX/XXXX, after which it would be processed and delivered to the recipient within the same day. I said ok, that's great, and asked how I can file a complaint about the previous customer service call I had. This is when the conversation took a frustrating turn. I was put on multiple holds for many minutes. The Customer Representative # XXXX also was eager to hang up the phone and send me an email with the information on how I could file the complaint. When I told him I was promised an email from the XXXX customer representative, never received it and wanted to wait on the phone until I received the complaint email from him, he told me he couldn't send me an email immediately. This was after multiple holds and it felt like he was stalling me and making this harder for me so I would just give up. So I asked to speak with his manager, and after another long hold, was able to speak to Customer Representative Supervisor. Since I had received completely conflicting information about my transfer status, I asked the Supervisor the same questions ( status and expected delivery date ). He said the money was not yet in Wise but was expected to be delivered by XXXX XXXX on XX/XX/XXXX ( different time zone from information Customer Representative # XXXX gave me ). When I inquired about when it would be delivered once it is processed, he said it would take up to XXXX more business days! That was unbelievable because the app clearly stated it would be delivered within the same day of processing. When I expressed my disbelief, the Supervisor said these are standard processing times. Then the Supervisor became a broken record. He tried to continually gaslight me by repeatedly saying these are standard times, there was no way to expedite anything and i should have been aware of it even though this timeline was nowhere on the screen when I initiated the transfer. I was told in writing on the transfer system that the money would be delivered by XX/XX/XXXX ( same day as processing ). Withdrawing the money was also not an option because the Supervisor told me it would take XXXX business days for the money to go back to my XXXX XXXX XXXX account , from there it would take just as long to transfer using XXXX XXXX XXXX. And my family 's health didn't have that kind of time. In the end, my family is left to wait to get urgent treatment because of the lies and inaccurate information from Wise.