Consumer complaint received 2025-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: TransferWise Ltd
State: TX

Complaint narrative:
My name is XXXX XXXX. I opened a wise account and was verified. I tried sending {$14000.00} to travel agency thinking they were legit. Ended up being a scam. Luckily, on XXXX, The Wise fraud team cancelled the transaction and emailed me saying that the money will be refunded to my account within 2-3 days since it was a wire transfer. The transaction number is XXXX. On XXXX, I emailed Wise support team to check on the refund status. Wise support team said they never received the money and asked me to upload a proof of payment. I uploaded the bank wire transfer document that I received from my bank. The support team emailed back and said that the recipient bank account number does not match the cancelled transaction. I then sent them a copy of the transaction # XXXX that got cancelled with the recipient bank account and routing number that matches exactly my bank wire transfer document. I thought that I would expect an email saying that my refund is being processed. However, shortly after I received an email informing me that my Wise account has been deactivated. Now,, I have no way to email the support team and no clue on how to get my refund processed. Wise support can only be contacted through email, phone, and chat. Only Wise account holder can communicate through emails. Since they have decided to deactivate my account, I am unable to reach them via email. I called the support phone # XXXX and it is impossible to be connected to a person. I also tried the chat option over 15 times and it never connects to a live agent I was scammed by a fake company that claimed they are a travel agency affiliated with XXXX. They asked me to send them a wire transfer. The recipient bank holder is Wise US Inc . I searched online and found that Wise is a legit money transfer company. I decided to go ahead send the wire transfer on XXXX XXXX XXXX, I received an email from Wise stating that transaction # XXXX was cancelled due to fraud possibility and the email stated that the money will be refunded to me within 2-5 days. On XXXX, I contacted Wise support via email to check the status on my refund. The support team replied to my email that they did not receive my payment and once it is received, will be refunded. They also advised if I had a proof of payment to upload so it can accelerate the refunding process. I uploaded the bank wire transfer document. On XXXX, Wise support team emailed me saying that the wire transfer I sent was received at a different Wise account and that I needed to recall the transfer through my bank. I replied to the support team explaining that transaction # XXXX that was cancelled by Wise has the same exact recipient account and routing number. Plus, I initiated a recall by my bank and it came back denied due to non sufficient funds in the recipient account. Shortly after my response, I received an email stating that my Wise account has been deactivated. Now, I have no way of contacting Wise support team nor I can check where my money is. 

On XXXX, I found online a Wise email that I could use to file a complaint. I filed the complaint and received a confirmation that my complaint has been received and it will take up to 15 days to investigate. 

I would like to get a full refund for my cancelled transaction # XXXX. I am attaching the bank wire transfer with all the information needed which matches the cancelled transaction # XXXX which I will upload as well. My XXXX bank tried to recall the wire, but the recipient bank denied it due to non sufficient funds. I am also attaching the emailed received stating that transaction # XXXX has been cancelled and money would be refunded. I am also attaching the communication between me and Wise support team confirming that my money was sent to a Wise account.

Company response to consumer: Closed with explanation