Consumer complaint received 2024-06-01
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: TransferWise Ltd (MA)

Complaint summary I am filing this complaint as I am attempting to recall funds from Wise Inc ( XXXX XXXX  ), back to my XXXX XXXX XXXXXXXX account. The request for a funds recall relates to a transfer I made on XX/XX/2024 for {$45000.00} USD from my XXXX XXXX XXXXXXXX account to Wise Inc ( XXXX XXXX ). 

I intended to send a wire from my XXXX XXXX XXXXXXXX account ( sending bank ) to Wise Inc, but when I submitted the transaction request, I coded the transaction as an external XXXX  instead of as a wire i.e. I sent an external XXXX transfer but used wire instructions. Wise Incs account is with XXXXXXXX XXXX ( receiving bank ). Wise has stated they can't locate the funds so the funds are now " lost ''. I have not been able to get Wise to assist me in locating the funds and returning them to me. I would like Wise Inc to locate the funds and have them recalled to my XXXX XXXX XXXXXXXX account. 

I have contacted Wise at least XXXX times to see if they can help me locate the money and recall the funds back to my XXXX XXXX XXXXXXXX account. I am only able to contact Wise by either calling or emailing their customer service line. Wise requires that I provide a Proof of Payment document from XXXX XXXX XXXXXXXX before they can locate the funds. Wises Proof of Payment request includes the following : Sender details : Full name, Bank name, Sender bank details ; Beneficiary details : Full name, Customer ( XXXX  ) Wise account details, Date of the payment, Amount sent, Currency sent. XXXX XXXX XXXXXXXX wont send me a document with these details stating they are not allowed to share that information ( I have asked them numerous times for this information ). I have all the relevant details Wise is requesting, but because I dont have those details on a document created by XXXX XXXX XXXXXXXX , Wise will not help me to locate the funds. 
XXXX XXXX XXXXXXXX provided me with a credit trace number. They said Wise can use this to locate the funds, but Wise stated they will only look into the issue once I provide the proof of payment, even though I have shared the credit trace number with them. 
I have also shared screenshots with Wise from my XXXX XXXX XXXXXXXX portal showing every detail available to me related to the transaction in an effort to satisfy their proof of payment request. Wise said what I have provided is not sufficient to meet their proof of payment request. 

In an attachment with this complaint, I have included all the screenshots I have previously shared with Wise as well as the transaction details. 

Lastly, I have filed a claim dispute with XXXX XXXX  XXXX to see if they can assist me to recall the funds. I submitted the dispute on XX/XX/2024. The dispute with XXXX XXXX XXXXXXXX is currently in progress. 

Note : I was using Wise Inc to transfer money from my XXXX XXXX XXXX XXXX XXXXXXXXXXXX ) account to my XXXX XXXX bank account ( XXXX ). The intention was for Wise XXXX to then send the funds they received from my XXXX XXXX XXXXXXXX to my XXXX account. To transfer money via Wise Inc using a wire transfer, the process is as follows : first the customer wires money to Wise, who then sends the money on to the final recipient ( in this case my XXXX account ). My complaint relates to me wiring funds from my XXXX XXXX XXXX account to Wises XXXX XXXX account ( which is XXXX XXXX ).