Consumer complaint received 2024-03-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: TransferWise Ltd

Complaint narrative:
Hi there, I hope this email finds you well. 

I am writing to you formally to file complaints against Wise.com. 

My name is XXXX, the founder of XXXXXXXX XXXX I am reaching out to address an issue that occurred with my business accounts on Wise. Without any reason or prior warning, my accounts were deactivated on wise. I am seeking your assistance in resolving this matter as promptly as possible. I hope you can help me in this issue and connect me through the designated channels On XX/XX/XXXX, I logged into my Wise account called XXXX XXXXXXXX XXXX and was surprised to find that the account had been deactivated without any prior warning or email. They asked me for some information to regain control of my account, which was a selfie with a unique WISE number and a photo of my passport. The reason for deactivating the account was multiple currencies! After that, I received another email asking me for another photo with a unique number, and I sent it. After a few hours, I received another email stating that my account had been disabled, and my personal account and my other company account, which had been created in the XXXX XXXX, had been disabled. This account had been neglected for 7 months, and there were no transactions on it! The process of deactivating my accounts appeared arbitrary and unforgiving. 

The reason that Wise explained in my first account XXXX XXXX XXXX was the multiple currencies. I have no idea what Wise is talking about. Then, after I sent the required documents, they disabled my personal account and my other company account. It seems that this process goes through an algorithm or bot and is not subject to manual review, so my other accounts were disabled in the same second that my first account was disabled. 

I am sure that there was a technical error on Wise 's part because when he requested the review, Wise asked me to send a photo with a unique number " XXXX ''. I did this, and as soon as I sent the photo, after a few hours, an email came to me asking me to send another photo so that control over my account could be restored, and it was with Unique code XXXX. As soon as I sent the code the second time, I received XXXX emails stating that all three of my accounts were disabled in the same second. It seems that Wise uses an algorithm or bots in this process automatically, and this is not subject to manual review. If Wise requested and sent an email telling me that they would return another photo with the number XXXX until control of my account was restored, why would my account not be blocked the first time with the photo I sent to Wise? 

As a company registered in the United States and several other countries, XXXX XXXX has been operating in the market since 2019. In order to facilitate payment processes for our international clientele, which includes currencies other than the XXXX dollar, I opened accounts in XXXX currencies on Wise : the XXXX dollar, the XXXX, and the XXXX pound. This was done to accommodate customers who may not have access to Wise and prefer to transact in their local currency. Therefore, I maintain that I have not contravened any of Wise 's policies that would warrant the closure of my accounts. The decision appears unjust and potentially discriminatory. 

XXXX XXXX is a marketing media agency that collaborates with numerous influencers and personalities across various social media platforms worldwide. Our services include advertising campaigns, media distribution, and the development of tailored marketing strategies for our clients. We opted to use Wise to offer secure and efficient payment methods for our XXXX and XXXX clientele. However, the recent events have left me with concerns regarding Wise 's reliability and transparency. 

Among our esteemed clients are notable personalities such as XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and many others, who have garnered recognition in XXXX, XXXX, and numerous international events. 


Below are the details of the accounts that have been disabled on Wise : First Account : Name of Account : XXXX XXXX XXXXXXXX Membership Number : XXXX Email : XXXX This account triggered the issue and subsequently led to the deactivation of the other accounts. 

Second Account : Name of Account : XXXX XXXX XXXX Membership Number : XXXX Email : XXXX Third Account ( Personal ) : Name of Account : XXXX XXXX Membership Number : XXXX Email : XXXX Should Wise fail to take immediate steps to rectify this situation and reactivate my accounts, I regret to inform you that I am prepared to pursue legal action. I am fully committed to initiating legal proceedings against Wise in the XXXX and the XXXX to address this wrongful account closure. I am determined to ensure a fair resolution to this matter and will undertake all necessary actions to achieve it. It is imperative to me that this issue is promptly and fairly addressed. 

I will attach all relevant documents pertaining to my accounts and screenshots of this case for your reference. 

Thank you for your attention to this matter. 

Sincerely, XXXX

Company response to consumer: Closed with explanation