Consumer complaint received 2026-04-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: TransferWise Ltd
State: SC

Complaint narrative:
I am filing a complaint against Wise US Inc. ( formerly TransferWise ) regarding the cancellation of my debit card and their refusal to resolve a situation caused by their own administrative error. Background : I am a US citizen with a permanent US address in South Carolina, which has been my registered address with Wise since I opened my account. I am an XXXX who has lived abroad for several years, which is precisely the customer demographic Wise markets its multi-currency services to. Approximately three years ago, Wise allowed a replacement card to be issued and mailed to me at a temporary address in XXXX, while my registered account address remained in the United States. Wise did not notify me that this would create a mismatch in their system, and they allowed this mismatched state to persist for approximately three years without any notification, flag, or correction on their part. The Problem : In XX/XX/year>, Wise sent me a notice that my card ending in XXXX would be cancelled on XX/XX/year>, citing that I had " moved to the USA '' which is factually incorrect, as my address has always been in the United States. The actual reason, as later confirmed by their support staff, is the mismatch between my US registered address and the XXXX card a mismatch Wise themselves created and maintained for three years. Wise 's Response : When I contacted Wise support, they confirmed the mismatch but stated : " as this was not an error on our end, we are unable to escalate the matter further or reverse the decision. '' This is factually incorrect. Wise issued the card to XXXX against a US address and allowed it to persist for three years. This was an error on their part. Wise support has closed all escalation paths and refuses to reverse the cancellation or acknowledge their role in creating the mismatch. Reference case number : # XXXX. Impact : I am currently abroad and depend on this card as my primary spending instrument. I receive my Social Security direct deposit into my Wise account. Due to current SSA regulations requiring in-person office visits to change direct deposit information, I can not readily move my Social Security deposit to another institution. I am therefore substantially dependent on Wise and unable to easily switch providers. Financial and Personal Cost : Due to Wise 's error and their refusal to resolve it, I have been forced to spend significant time and money attempting to compensate for a situation I did not create. This has included researching alternative card delivery options, investigating international shipping costs, making multiple phone calls to Wise support, navigating their complaint system, and arranging for a replacement card to be shipped to a US address and forwarded internationally at my expense. The total financial cost is estimated at {$50000.00} in shipping and related expenses, plus approximately six hours of my time spent attempting to resolve a problem caused entirely by Wise 's own administrative error. This time and expense would have been entirely unnecessary had Wise either flagged the mismatch when it occurred three years ago or resolved it promptly when I contacted them. My existing customer service case ID with Wise XXXX

Company response to consumer: Closed with explanation