Consumer complaint received 2025-05-01 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Problem with customer service — 
Company: TransferWise Ltd

Complaint narrative:
First of all, I had a Wise personal account, in which I enjoyed the multi-currency accounts and multi-currency debit cards features. Wise US Inc. ( as registered in the USA ) was my primary platform to manage all the currencies and enjoy its wonderful features. I had a USD currency balance in it, along with a US-based bank account as provided by Wise.

One day I decided to " Open '' a business account in Wise. I already have company details alongside other supporting documents to have a business account. I created one. The problem with Wise is that, if someone opens a business account ( with already having a personal account ), the business account is linked to that personal account. Wise has one app to manage personal and business accounts. 

Later on, I wanted to close this business account. On my end, I can't see an option to do this. So I called their customer service and requested it to close. According to them, they closed it on XX/XX/XXXX. 

To separate and avoid business accounts linking to my personal account I closed it. Later on, I decided to create a ( separate ) business account, but this time, I wanted my personal and business account not to be under the same email address. So I " Registered '' or " Sign up '' a new Wise account ( Business account ) on a different email address. 

Due to Wise 's policy, a person can have only one personal and one business account at once. So following this policy, it was alright for me to create or register or sign up a separate account ( business ) and to enable me to separate my personal and business email address. 

On XX/XX/XXXX, I received an email from Wise regarding my new business account, that is going to close my account by XX/XX/XXXX and I should move out any funds from it. This is because I have duplicate accounts under my name. This is strange, since the first business account was closed already, so there is no chance for duplication of accounts. 

After some days, on XX/XX/XXXX, my debit cards inside Wise personal account were frozen, then on XX/XX/XXXX, my personal account was affected by this as they ran some verification checks and closed my personal account without any explanation. 

On XX/XX/XXXX, I came to know that the first business account was not closed upon my request, and yet it was somehow activated in their system. I have email proof regarding this. Later on XX/XX/XXXX, the new business account was also closed. 

I appealed to Wise regarding my personal account, it was rejected, then my money was refunded to me, and then I lodged a complaint, that too was rejected by stating timeline of events and failing to address the reason behind. I received a Final Response Letter regarding my personal account on XX/XX/XXXX. 

I contacted Wise again and again explaining the issue, but nothing fruitful happened. And in fact Wise blocked my phone number on their system. 

On XX/XX/XXXX, I called Wise and explained the issue, and they confirmed that my first business account was successfully closed on XX/XX/XXXX. The second business account caused a duplicate account issue, is indeed a system fault. Now that they are admitting. I have email proof of it. 

So, the first business account was either not closed despite my request ( on XX/XX/XXXX ) or was closed ( as I came to know it on XX/XX/XXXX - one year later ). Either is the case, I have email proofs. 

By this sense, I have neither violated their policy nor my agreement with Wise. 

Now Wise mostly confuses between two email addresses ( personal account and separate business account ). Their system definitely mishandled my accounts, causing problems. 

My personal account is badly affected by this and I want it to be reopened by Wise.

Company response to consumer: Closed with explanation