Consumer complaint received 2025-02-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: TransferWise Ltd
State: NY

Complaint narrative:
Dear Ombudsman, I am reproducing below a process that has been ongoing for over a week. This is a document that has been circulating within Wise across multiple channels, yet the issue remains unresolved. During this process, a false claim was addedthat my phone had been stolenwhich is extremely serious. 

I urgently await a response, as I am trying to make a final transfer to terminate my relationship with Wise once and for all, as my experience has been terrible. 

Below is a day-by-day report : I am completely dissatisfied with Wise 's service. 

Tomorrow marks one week since I was robbed. I requested a new card, but due to a series of errors from Wise 's team, I am still without it : I initially contacted a support agent because I was concerned about the delivery of my new card. I paid for expedited delivery, and since I have an issue with my doorbell ( it does not work ), I wanted to ensure an approximate delivery time so I could be home. Since it was not possible to provide an estimated date and time, the agent assured me that since the card was still in transit, I could simply change the delivery address. I changed it to a XXXX pickup point, but it did not work. The company did not accept the new address. I went to the XXXX store, and they informed me that the package was not being redirected there. 
When I called Wise and XXXX on Friday, I was informed that the card was on its way. 
Then, on Monday, XXXX company hired by Wise, not by metold me they had attempted delivery on Friday afternoon, despite having previously emailed me that the expected delivery date was Monday. The Wise employee told me that the courier only made one attempt and that I should call them and demand another. I called, but it was useless. In other words, I worked for Wise for free, as they should have been monitoring the delivery or at least communicating with me.

On Monday, the courier company hired by Wise informed me that the card was being returned to Wise. The support agent told me I would need to request a new card. 
I did so. Then, I was told that the fee I had paid for expedited delivery had already been used, meaning Wise would not cover the expedited shipping for the new card. This is entirely unacceptable, as none of the previous mistakes were mine. As I informed Wise and XXXX multiple times, I have a doorbell issue, which is why I need the card sent to a XXXX store. EVERYONE WAS INFORMED OF THIS. I PROVIDED MY PHONE NUMBER AND EMAIL BUT RECEIVED NO CONTACT. 
Shortly afterward, Wise requested my proof of addressagain! I took this opportunity to highlight how efficiently XXXX XXXX XXXXXXXX handled a similar situation. They received my request for a new card on the same day as Wise. The difference? In just three days, I received my new card at my apartment door, despite my doorbell issue. 
On XX/XX/XXXX, instead of speeding up my requestespecially considering that XXXX, the company hired by Wise, failed to make the required three delivery attempts or even contact meWise is working with a company that does not follow basic procedures such as making multiple delivery attempts or contacting the recipient. ( This company had my phone number and never reached out. Wise also had it but failed to communicate. Both had documentation stating my doorbell issue. ) Instead of fast-tracking the card issuance and shipmentsomething expected in urgent cases like theft or lossWise is now trying to invalidate my request and complaint by demanding more and more information. This is unacceptable. 
Even after all my complaints, Wise had not put me in contact with the company 's Ombudsman, which is also unacceptable! Someone sent me an XXXX contact two days ago, and only today was I able to access an outdated system that no one uses anymore. 
Wise once again requested information that had already been verified and validated on the website. For example, today, XX/XX/XXXX, I uploaded a photo of myself with my passport more than four times, yet the website did not accept it. This document was already marked as valid in my account. If Wise requires higher image quality, they should inform customers so they can purchase cameras that meet their standards. Meanwhile, I have received no updates regarding my card. Is it a coincidence that they are demanding additional documents precisely when I am complaining about not receiving my card? 
This morning, fed up with Wise, I attempted to transfer my own money to either my husband or a friend so I could withdraw it, but I was blocked from doing so. Even after providing proof of address, passport photos, and face verification codesalong with being forced to reset my passwordthe transfer was denied. This process has been exhausting, unnecessary, and, above all, dishonest. The email and phone support agent told me these security checks were triggered because I had reported that my phone was stolen. I NEVER SAID THAT. MY PHONE IS WITH ME. Proof of this is my almost daily phone contact with Wise. 
For all these reasons, I no longer want to use Wise. I want my money back and to transfer it to my designated beneficiaries : my husband or my friend. 

Sincerely, D.

Company response to consumer: Closed with monetary relief