Consumer complaint received 2024-07-23 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Unexpected or other fees — 
Company: TransferWise Ltd
State: AZ

Complaint narrative:
XX/XX/XXXX The following is a claim for a {$12.00} refund against Wise for failure to fabricate a card and deliver the said card to the shipper ( XXXX ) promptly, thus directly causing the card delivery not to occur as clearly and without a disclaimer as advertised on the Wise app. All that follows are supported in full via attached screengrabs. 

On XX/XX/XXXX, via email, Wise reported an unknown internal problem that would cause the physical debit card I held and had previously paid for, due to expire not until XXXX, to be invalid after XX/XX/XXXX. 

I had a very tight window to get the physical card in my hands due to traveling constraints out of the country for several months ; in fact, a good reason a person might have cause to carry such a card offered by Wise. I proceeded to the Wise app and ordered the card on XX/XX/XXXX, with expedited delivery for {$12.00}, to be delivered by XX/XX/XXXX. Attached are XXXX separate screenshot pages clearly stating the price of {$12.00} ; my card will be DELIVERED BY XX/XX/XXXX. 

Now, please find XXXX screenshots from XXXX. Unfortunately, you will find that Wise did not get the card to XXXX until XXXX XXXX  on XX/XX/XXXX ( XXXX, XXXX  ), which caused the card not to arrive in XXXX  as expected the next day ( XX/XX/XXXX ), as displayed and promoted on the Wise app. Additionally, it was more than 24 hours after the shipping label was created ( XX/XX/XXXX ) before XXXX received the card from Wise. While the card 's final arrival occurred on XX/XX/XXXX, that is not what I bargained for and required when {$12.00} was demanded for delivery by XX/XX/XXXX. Again, to replace a card that was valid for another year. 

I contacted Wise on the evening of XX/XX/XXXX to recoup the loss of benefit I bargained for due to their clear and absolute negligence. The responses I have received are more fitting of a child 's hand caught in the cookie jar scenario. 

There have been six responses in total, Whereas XX/XX/XXXX, and XXXX are simple notices of ESCALATION. 

On XX/XX/XXXX ( response # 1 ), Wise asserted the DELIVERY BY XX/XX/XXXX on the display when I paid {$12.00} back on XX/XX/XXXX, .MEANS THAT, ONCE THE CARD HAS BEEN PRODUCED, XXXX XXXX OR XXXX  WILL DELIVER IT TO YOU IN PERSON WITHIN THREE WORKING DAYS. However, Wise had dropped the ball : 1 ) can't seem to bother adding this disclosure on the app page where appropriate, 2 ) should do a better job of getting cards out more expeditiously, and not blame others for their apparent shortcomings. 

On XX/XX/XXXX ( response # 2 ), Wise noted : WE ARE GOING TO LOOK INTO WHETHER DELIVERY ON THE XXXX WAS REALISTIC OR IF SOMETHING WENT WRONG ON OUR SIDE, AND IN THE LATTER CASE WE CAN REFUND YOU. 

On XX/XX/XXXX, Wise had decided in response # 2.AFTER CHECKING WITH OUR TEAM, UNFORTUNATELY WE ARE UNABLE TO REFUND THE DELIVERY FEE. WHILE WE ARE ABLE TO PROVIDE A DELIVERY ESTIMATE, IT IS NOT POSSIBLE TO GUARANTEE A SPECIFIC DATE OF DELIVERY - THE ESTIMATE WE HAVE IS BASED ON THE DATA OUR DELIVERY PROVIDER HAS PROVIDED. Again, you see no reference to DELIVERY ESTIMATE on the screengrab of XX/XX/XXXX. Instead, you see it reads DELIVERY BY XX/XX/XXXX. Having provided Wise with all the screenshots of the card 's XXXX journey, clearly demonstrating that the card did not arrive at XXXX until XXXX XXXX  on XX/XX/XXXX, they assert it was the shipper 's fault and, thus, in silly Wise-World, not from their neglect and incompetence. One might wonder, when was the last time THE TEAM bothered to look at the app? 

The amount here is small. However, the ethical concern is not. If Wise takes {$12.00} so easily, they can easily justify swindling much more with the endless escalations and numerous excuses they generate. Wise has repeatedly refused to accept responsibility for taking my money and failing to perform. If you allow Wise to behave unchallenged in this manner, they pose a significant danger to the bedrock of trust required in our financial system. A penetrating audit of Wise would seem appropriate.

Company response to consumer: Closed with explanation