Consumer complaint received 2025-10-10 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: TransferWise Ltd

Complaint narrative:
Dear Sir, I am filing this complaint regarding multiple serious issues with Wise Payments, which have caused me severe financial loss, distress, and health deterioration. I seek urgent investigation and redress. I have contacted CFPB Ombudsman office about my unresolved complaint, and they were kind enough to reply to my email ( Appendix A ) and they provided me a CFPB Wise victim redress link and asked me to contact their. I have contacted that support number and Wises customer support wasnt co-operating me. I asked Wise before moving my funds which I am attaching as file. It was Wise duty to protect my money. This ongoing situation has worsened my cervical myopathy condition and caused severe stress, which I can support with medical documentationifneeded. 
Background : XXXX XXXX, I was targeted by a scammer who pressured and blackmailed me into sending multiple payments via Wise. The scammer used fake identification and manipulated me into transferring funds under threats. I have documented evidence of the threat emails and fraudulent transactions. Later, I received a Wise security notification showing someone accessed my account from the XXXX at the same time the transactions occurred. However, according to the XXXX file, the XXXX XXXX stated that the payment was made using a mobile device, whereas I made the transfer from my laptop. This inconsistency was never properly investigatedbyWiseorXXXX 
2. I reported this to Wise and submitted complaints. Wise initially responded with a final response in XX/XX/XXXX. I then escalated the matter to the XXXXXXXX XXXX XXXXXXXX ( XXXX, XXXX ) as directed by them. It took Wise 5 months to conclude the investigation. 
XXXX. XXXX issued a final decision on XXXX, XXXX, upholding Wises position and stating the payments were authorized by me. I disagreed and attempted to provide new evidence that these payments were made under threats and coercion. 
XXXX. After contacting Wise and the CFPB, Wise issued a second final response on XX/XX/XXXX, acknowledging that I was a victim of a scam and advising me to escalate the complaint again to XXXX. 
XXXX. I did submit it again as per Wise advice with information and evidence of coercion, to XXXX again, the case investigator contacted Wise where wise told a final decision was made on this already, when wise knowingy reffering me to bring the case to XXXX again. XXXX dismissed my complaint under DISP XXXX, claiming the matter had already been considered and the new evidence was not material. 

Misleading Conduct by Wise : Wise has provided inconsistent statements across complaints, First, their XXXX team claimed the payments were authorized, Later, they acknowledged to the CFPB that I am a scam victim. They advised me to go back to XXXX, even though XXXX had already dismissed the case, creating procedural confusion and effectively blocking my access to justice. Wise has misled XXXX about the timeline and significance of the evidence, resulting in dismissal of my complaint despite clear proof of coercion and threats. 
This situation has been critically compounded by Wises latest communication, dated XXXX, where they explicitly state : We can only advise you to forward your complaint for independent mediation through the Ombudsman again, since the decision might change ( Appendix F ). The XXXX has already dismissed this complaint. Wise is knowingly directing a critically ill consumer back to a process that XXXX has already blocked, I again contacted XXXX XXXX, and they did not accept my evidence. I have also received the XXXX  from XXXX after asking for it, where I noticed falsely fabricated emails which I never wrote to that scammer. As, the scammer was threatening me from a different email XXXX, not from XXXX and, more importantly, XXXX screenshots that are fake. 
Additional Issues : As part of my XXXX XXXX XXXX XXXX XXXX XXXX XXXX  to XXXX XXXX, I received documents containing fabricated screenshots of XXXX payments, which are false, I dont have any XXXX account and XXXX isnt supported in my country. A further evidence of misrepresentation by Wise or manipulation by the scammer. 

Impact : Financial : I lost substantial personal savings due to fraudulent transactions facilitated under pressure. Health : The stress and procedural delays have severely worsened my cervical myopathy symptoms, leaving me physically incapacitated at times. Legal/Procedural : I have exhausted XXXX-based remedies XXXX XXXX ), and Wises inconsistent statements create procedural deadlock. 

All my personal information was hacked by the scammer, including my date of birth and other sensitive details. It was a complete violation of my privacy and personal space. The scammer knew too much about me, which made it even easier for them to manipulate and threaten me intosendingmoney.

Company response to consumer: Closed with explanation