Consumer complaint received 2025-11-20 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: TransferWise Ltd

Complaint narrative:
My WISE ID number XXXX Almost 3 months ago I signed up for WISE.com internet banking My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX I live in XXXX, XXXX The account verification process, which included attaching documents proving my personal address in XXXX Including a personal official government passport in XXXX, the entire verification process that I live in XXXX went through successfully and there were no problems with this financial organization Including the application process that was approved for a virtual and physical credit card from WISE XXXX Which I successfully received in the mail The card is limited to use only throughout XXXX and can not be used in the continental US at all Unfortunately, no business in the US honored the credit card that WISE gave me A month and a half later, I planned to fly to the US from XXXX for travel and work and stay there for a period of six months ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) I complained to the company about this situation and asked them that I wanted to update my residential address from XXXX to the US in the WISE user account The company told me that because I do not have US citizenship residency I would have to prove a residential address by an apartment rental agreement or a home purchase agreement I sent the company an apartment rental agreement with my signature and the signature of the owner of the apartment ( property ) And they approved the update and residential address from XXXX to the US A few minutes later the company decided that despite all the documents sent to them it was not enough and they demanded government documents from me to prove US citizenship ( Even before the whole process that I requested to update my residential address in WISE from XXXX to the US ) I declared without intention to lie that I do not have any official government document that I am a US citizen and if this is mandatory according to the policy of this company that they update me And I will give up the process of updating my residential address and looking for an apartment for rent with a lease in the US WISE knows and knew from the beginning that I do not have the American government documents to show them that I am a US citizen, but this company chose to lie to me and when I could not provide them with the documents to prove my US citizenship because I do not really have American citizenship I said so and stated this to customer service all the time ( I only provided them with a document proving that I rented an apartment in the US with a lease exactly as they demanded and told me that it would stop and it even successfully passed the verification process ) This company blocked my user account on WISE and limited its use so that I would not be able to use it at all and sent a threatening letter displayed on the screen that within a month and a half the user account would be closed immediately For a long time and a large number of times I filed an appeal against the company WISE about this decision to deactivate my user account Unfortunately without any success I experienced bad behavior, lies and fraud, and a very very bad and low customer service experience And constant harassment towards me even though I have proven my innocence The company accuses me of false accusations that I have never been accused of and refuses to give a full and detailed reason why they closed the user account and restricted it I recently spoke with XXXX on XXXX ( WISE Appeals Manager ) in my personal email And she wrote to me in these words The decision we provided in the complaint response on the XXXX XXXX XXXX is final and we are not able to reevaluate your case. If you did not agree with the decision, we support your right to escalate your case. In the US, you can make a complaint online with the Consumer Financial Protection Bureau As of this time and for almost two months now, the user account ( my profile ) is updated to the US address, two months ago I asked WISE to return my residential address To XXXX as it was when I registered the user account with this company and they refused to do it and decided to suspend my user account I repeat again and declare to you that from the time I submitted a request to this company that I wanted to update my address to the US and I asked and researched about the process what documents I would need to submit and I warned them that I do not have US government documents to prove that I am a citizen born in the US, all the customer service representatives claimed to me that it is enough to prove a residential address by means of a rental contract and that is enough, I trusted them and what they told me but at the end of the process they chose to lie to me and deceive me and block and limit the user account and they did not even apologize for the fraud they committed and the lies they spoke towards me I acted with integrity and honesty throughout the entire process from the moment of registration to the moment of the request to update my residential address in the US I feel that the company is harassing me because I am a XXXX who lives In XXXX and the company 's entire desire to deprive me of the right to be a customer of their company even though I have not violated any international law and have never been in prison or arrested at a police station I ask you to help me restore my user account to full activity and remove all the restrictions that WISE decided to apply to my user account Several times I sent proof of electricity and water bills, etc. to WISE customer service to update the residential address to XXXX and remove all the user restrictions but this attempt was also unfortunately unsuccessful I have a very bad and extremely negative impression of this company and fear that it is acting XXXX towards me I have attached a document to you stating that the company has decided to continue to leave the account that I use XXXX and that I will no longer be able to use it

Company response to consumer: Closed with explanation