Consumer complaint received 2024-05-10 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: TransferWise Ltd
State: MA

Complaint narrative:
On Monday XX/XX/XXXX we attempted to move XXXX GBP from our XXXX bank account ( XXXX amount XXXX USD ). The money was taken out immediately but not paid into the XXXX account. 

XXXX XXXX, the recipient bank, told us that the payment was rejected immediately due to mistakes in the sender details ( specifically extra commas at the beginning of the sender name which caused the transaction to fail ). The money was not returned to our XXXX account however. 

Wise still claims that XXXX XXXX has not rejected the payment and will not release the funds back to our XXXX account. It's a he said/he said situation where both banks claim to not have the money. 

Wise did send us an email on XXXX XXXX asking for more details about the transfer ( this was 3 days after XXXX XXXX says they rejected it ). That email ended up in my spam. They gave us 2 days to respond but I didn't see it until after that 2 days when I got another email saying they were still waiting for a response. The questions were confusing, having questions about the reference we added ( not the payee, or the payer ), XXXX. 

If XXXX '' refers to an entity please provide : - Country of incorporation/registration of transfer - Full ( legal ) name of transfer XXXX XXXX was simply the note we used to identify the incoming transaction, it was not the legal name of either the payee nor the payer, both of which we confirmed were correct ( as were the bank details ). 

We have since requested on XXXX occasions to receive a call from a manager to try and sort out what is going on and where the money is. At first we were promised a call from a manager within 3 working days, but there was no call. A follow up request didn't result in a call but asked us when would be convenient, so I listed some times and received another pledge to get a call from a manager, which again was never received. 

As it stands right now, we are missing nearly {$3800.00} USD from our XXXX account, with no money deposited to the XXXX account and Wise unable to tell us where our money is, or to have a manager or someone with the details to call us back to explain. 

We have been asked several times to go to the recipient bank directly ( presumably to clean up Wise ' mess ) and received the same news each time that the payment was rejected immediately on XX/XX/XXXX We obtained an interim statement on XX/XX/XXXX that shows that the money was not deposited into the account on or after XX/XX/XXXX, and uploaded this to the transaction details in Wise, only to be told that no such documentation had been uploaded. 

As it stands, I believe that XXXX XXXX did reject the payment, and I believe that it was because the payer details were incorrect on the request Wise made to them, but I can not see the actual request made by Wise to XXXX XXXXXXXX so I am unable to confirm that. Wise can not tell us anything about the money other than XXXX XXXX has not rejected it.

Company response to consumer: Closed with explanation