Consumer complaint received 2025-04-15 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: TransferWise Ltd
State: AZ

Complaint narrative:
My name is XXXX XXXX. I have been a customer of WISE ( formerly TransferWise ) for several years and have never had a problem until now. I recently needed to collect money from my family to pay for bridal and wedding for my daughter in XXXX. I had several XXXX dollars sent to my XXXX XXXX  account from family members to pay for the bridal party, the wedding, and other things related to the wedding in XXXX. I decided to transfer nearly {$5000.00} from my XXXX XXXX  account to my WISE account because WISE offered a much higher XXXX-to-dollar exchange rate than did XXXX XXXX. I withdrew a portion of the money in XXXX  to pay for everything related to the wedding, but the WISE froze and shutdown my account. They have repeatedly asked for " proof '' of where I obtained this money. I have sent them IRS 1099 forms, I have sent them screenshots from my XXXX XXXX  account, I have sent them screenshots showing where family members sent money specifically to pay for my daughter, XXXX XXXX wedding and bridal events. But WISE refuses to release my money. I currently have almost {$2000.00} remaining in my WISE account and we are right in the middle of trying to get my daughter 's wedding paid for in XXXX, but because WISE has frozen my account and money, we are unable to pay for all of my daughter 's wedding and bridal events. It is very embarrassing to have family members send me money for my daughter 's wedding, and then WISE freezes the money and locks the account so that I can not pay for the wedding and bridal events. I have provided WISE every single document that they have asked for, but they refuse to release my money or unblock my account. I have been able to account for every single XXXX that was transferred to the WISE account and I have explained to WISE that the reason I had the money sent to the WISE account was because WISE offered a much better exchange rate than XXXX XXXX  does, but that does not matter ; they still will not release my money or transfer the money back to my XXXX  account. WISE has also stopped and blocked my payments from my employer and send my direct deposit payments back to my employer. I am dependent on this money to not only pay for my daughter 's wedding, but to also pay for my living and business expenses. This has been a HORRIBLE nightmare and has prevented me and my family from giving my daughter the bridal shower and wedding that we promised. It has also interfered with my business and personal funds that I use to live on. I have, again, provided WISE every document that they have asked for but I can not get WISE to provide me any answers or release my money and unblock my account. I have almost {$2000.00} in the account that WISE has essentially stolen from me. I am asking for any help that you can provide. Please, this is very important to my family that my daughter be given the wedding that we promised her. Can you please help us?

Company response to consumer: Closed with explanation