Consumer complaint received 2021-06-28 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: CA

Complaint narrative:
We have been a victim of ongoing deception and wire fraud committed by a money transfer company, called Wise ( formerly known as, TransferWise ), in XXXX. From around middle of XXXX, to middle of XX/XX/2021, my client sent a total of XXXX XXXX dollars by wire transfer through Wises XXXX office to my business bank account here in USA, as a partial payment for my consulting services for business management and new investment. 

Unfortunately we have been deceived and defrauded by their XXXX office over and over again as they gave us false wire transfer records several times, over the last 4 months, indicating that the wire transfer was completed or would be completed on a certain date and time. Finally, at the request of my client, XXXX police investigated Wises wire transfer records, in XXXX, 2021, and found that they gave us all fake documents claiming the wire transfer was sent or completed. Actually they never sent any wire to my bank account. So the police arrested the office manager and some staff involved in this massive wire fraud and scam, and put them in jail. 

Being frustrated, I contacted Wises customer service at : XXXX, on XX/XX/2021, and requested them to investigate the matter and complete our wire transfer that was long overdue. Initially their customer support team was very responsive to enquirer the wire fraud issue in their XXXX office. Later one customer service official demanded that they needed my senders bank records as a proof of payment, otherwise, they could not move forward with their enquiry. I said, we have receipts for payment and Wises XXXX has all our payment records, and there was no disagreement between the sender and Wises staff regarding the date and the amount of payment they received from the sender. I added that if they had honest intention to resolve the issue without further delay, they could contact their XXXX office and readily verify the information I provided to them about date and amount of payment made to Wise.

However, as they insisted, I convinced my client to send to them their bank records showing the date and amount of payment. My clients accountant sent their bank records directly to Wises customer service by e mail, on XX/XX/2021, as they requested. Since then Wises customer service team remained silent, and they even did not respond to my repeated e mail request confirm, if they had received the senders bank records. My last message to their customer service was on XX/XX/2021. 

At that time, my client was preparing to file claim against Wise in XXXX XXXX, against Wise, and report their fraudulent business practices to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, that regulates Wises business practice in XXXX to protect the consumers interest. 

At that point, the new office manager of Wise, proposed to complete the wire transfer in question on XXXX XXXX XXXX, 2021, and requested us not to file law suite or report to XXXX. We gave them a chance again to resolve the wire transfer issue, but again, they played the same game, they did not send the wire on XXXX as the new manager promised. Then my clients account manager went to Wises office there, to check about the status of the wire transfer. At that point, new manager said, the wire was on the way, and he gave us a new print out of wire transfer record showing the wire would be delivered to my bank, on XX/XX/XXXXXXXX XXXX 2021, at XXXX XXXX. EST. Toddy is XXXX XXXX XXXX, 2021, still no wire transfer was received by my bank. 

Their shameless acts of ongoing deception and wire fraud, defy all norms of human behavior. Enough is enough. We wont wait for their mercy to send the wire after 2 more weeks, as we will be proceeding to pursue all legal courses available to us to recover our XXXX XXXX dollars plus our huge damages caused by their relentless act of deception and fraud. We will hold Wise fully responsible for being complicit with their criminal staff in their XXXX office, come what may.

In any event, for your convenience, I am giving you Wises contact information as follows : 1. Wise, XXXX XXXXXXXX XXXX XXXX, # XXXX XXXX XXXX XXXX, XXXX XXXX Phone : XXXX XXXX XXXX E Mail : XXXX 2. Wise, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, USA Phone : XXXX E Mail : XXXX 3. Wise Head Quarter Office XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX. 
Phone : XXXX XXXX E Mail : XXXX XXXX

Company response to consumer: Closed with explanation