Consumer complaint received 2024-02-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: TransferWise Ltd

Complaint narrative:
Dear Consumer Financial Protection Bureau, I hope this message finds you well. I am reaching out to seek your esteemed assistance in addressing a pressing matter involving WISE Payments Limited, an international payment services organization. 

On XX/XX/XXXX, I initiated a transfer of {$8300.00} from my Wise USD account to my friend 's XXXX XXXX XXXX XXXX  ) account, held by my friend. Unfortunately, an oversight on my part led to the omission of the brokerage account number in the payment details. Consequently, despite XXXX receiving the transfer, the absence of the brokerage number prompted them to return the sum to WISE Payments Limited bank account on XX/XX/XXXX through a wire transaction. 

On XXXX XXXX, my friend, requested a XXXX XXXXXXXX message from XXXX XXXX  to confirm that payment was sent by XXXX to WISE Payments Limited bank account. XXXX XXXX provided XXXX information and advised to present it to WISE Payments Limited. 
Due to the internal payments rule of XXXX XXXX for returns, they sent {$8300.00} directly into WISE bank account # XXXX ( as listed in XXXX messages as well ), but they did not send it directly into my WISE USD account. 

I contacted to WISE several times from my email : XXXX and I got the response on XXXX of XXXX, XXXX that once funds arrive to WISE, they would let me know what action to take : 1 ) to refund it to my account 2 ) change details and sent it back. However, I waited more than 7 days to get a response from WISE. Instead of providing transfer confirmation, WISE Payments Limited deactivated my account on XXXX of XXXX without reasons and only refunded remaining balance in my account ( {$0.00} at the time of deactivation ), but they never refunded me {$8300.00} sent by XXXX on XXXX of XXXX, XXXX so far. 

In conversations with XXXX XXXX, we explained that WISE did not return funds and again requested from XXXX XXXX to contact WISE representatives. After several days, XXXX XXXX confirmed that WISE has successfully received funds by their side and XXXX provided us with following references in their communication with WISE : Ticket # XXXX Transfer # XXXX Despite my concerted efforts to comply and provide WISE with the XXXX message for fund location and communication ticket number between XXXX and WISE, these attempts have failed to alter the trajectory of this unresolved issue. Despite more than 15 email exchanges, WISEs responses have consistently reiterated ongoing efforts without providing substantive updates. Although I submitted comprehensive XXXX payment details to WISE two months ago, they have not furnished any information regarding the refund of the {$8300.00} transfer. 

I raised an appeal for this case with WISE on XXXX of XXXX, XXXX and the ticket number was XXXX. I never received any updates back from WISE for this appeal until XXXX XXXX, XXXX ( more than 75 days!!!!!! ) Though I have been in contact with WISE several representatives over support email calls, they recently received an official complaint by XXXX who is Complaints Administrator at WISE on XXXX XXXX, XXXX. 

I wish to highlight that WISE Payments limited is currently in possession of {$8300.00} directly returned by XXXX XXXX to their bank account, rather than crediting it to my local bank account. 

I earnestly request WISE Payments Limited to expedite the refund to my local bank account. It has been over 105 days since the transfer, and the issue remains unresolved. 

Should additional information pertaining to this case be required, I stand ready to furnish it upon your request. 

I appreciate your immediate attention to this matter and anticipate a timely resolution. 

Several PDF files containing supporting documents for this case have been attached for your perusal.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation