Consumer complaint received 2026-05-21 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: TransferWise Ltd

Complaint narrative:
I am filing this complaint regarding Wise US Inc.s prolonged failure to release the remaining funds from my Wise Business account after account closure. My Wise Business account for XXXX XXXX XXXX was closed on XX/XX/year>. Wise informed me that if I still had money in the account, I needed to submit an appeal so they could refund it to my bank account. I submitted the appeal and provided withdrawal/refund bank details. On XX/XX/year>, Wise confirmed by email that they had decided to keep the account closed and stated : Now weve completed our checks, well send your refund to the account you indicated during the deactivation procedure. Your refund should arrive within XXXX business days. However, in some cases, it can take up to XXXX business days. The funds were not received within that timeframe. On XX/XX/year>, Wise then contacted me again claiming that the account details I had provided were Wise account details and therefore they could not initiate the refund. This was incorrect. The account I provided was a XXXX receiving account with XXXX banking details, not a Wise account. On XX/XX/year>, I re-submitted the full XXXX XXXX XXXX details again and attached a screenshot from my XXXX account confirming the receiving account details. After that, Wise repeatedly asked for information that had already been provided or could have been requested at once. On XX/XX/XXXX, Wise asked for the currency of the account. I replied the same day that the account currency is XXXX. On XX/XX/XXXX, Wise asked for the physical address of the recipient. I replied immediately with the physical address. On XX/XX/XXXX, Wise asked which country the address was in. I replied the same day confirming it was in the XXXX and provided the full address again. On XX/XX/year>, Wise responded to my formal complaint and stated that the relevant team was currently initiating the refund and would confirm when completed. However, as of today, XX/XX/year>, the refund still has not been completed, and Wise has not provided a clear explanation for why the funds remain unreleased. This is not a new or unused account. The Wise account had been used for business operations for several years, including regular payments to suppliers. The funds are company operating funds needed to pay suppliers and employees. Wise was our only business banking account, so the continued withholding of these funds has severely disrupted business operations. I have cooperated with all Wise requests and provided the requested withdrawal information multiple times. Wise confirmed on XX/XX/XXXX that checks were completed and that the refund would arrive within XXXX business days, up to XXXX business days. More than XXXX months have passed since that confirmation, and the funds still have not been released. I am requesting that Wise immediately release all remaining funds to the verified XXXX XXXX account XXXX provided, confirm the execution of the transfer in writing, and provide a clear explanation for the delay.

Company response to consumer: Closed with explanation