Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: TransferWise Ltd
State: MA

Complaint narrative:
On XX/XX/XXXX, just like every other Friday, we went to our wise account to process payroll. The system appeared to have technical issues as it asked for us to use a card instead of the ACH option we usually use for same day delivery. Upon selecting the card option, their system just span and did not process any payments. When we tried this option several times on XX/XX/XXXX with no success, the system suggested sending a wire to Wise and then they would fund our wise account so we can pay out of there. A wire was initiated on XX/XX/XXXX in the amount of {$8200.00}. Wise provided us the wiring information and also asked us to include our member number on the wire memo, which we did. about 45 mins after sending the wire, we received an email from wise stating that the sender name did not match the recipient name they have on wise. So they asked for us to resend the wire from an account that has the same name as our wise account. By the time we received this information the bank had closed so we went to the bank the following day XX/XX/XXXX and initiated another wire of {$8200.00}. In total by the end of XX/XX/XXXX wise had {$16000.00} of our money. On Monday XX/XX/XXXX, we received confirmation from our bank, XXXX, that all funds have been deposited to Wise 's account and they could see it on their end because wise also uses XXXX XXXX. I then called wise and provided them with the information we received from XXXX XXXX including the FED ID to trace the wire and they said they can not see anything because they have limited access. I asked them to transfer me to someone else and on this day they did. The person I spoke to refunded the original {$8200.00} and canceled our order to fund the account even after I told them there was a second wire we sent per their instructions. They said they would send an email to their internal team to take a look because they have limited access. I called them again on Tuesday 3 times ( Morning, noon, and evening ) to follow up and all they kept saying is they are looking for the funds. The las agent I spoke to on this day asked me to create a new order because that might be why they can not connect the wire to our account. I created the order anyway even though I did not believe their explanation as the wire has our business name on it that matches our wise account name and also has our wise member ID on the reference which is a secondary way of verifying the funds belong to our account. When I created the order it stated that it will take 1 hour for funds to clear into our account. On XX/XX/XXXX at XXXX I called our XXXX agent and he asked us to have wise call them but when we let wise know they said they can not call and I let them know that I am fine adding them to the call. The agent then hung up immediately the XXXX agent identified themselves and stated that they can see the funds in their account. We are at risk of loosing employees because of a delay caused by wise and them lying about not having our funds.

Company response to consumer: Closed with explanation