Consumer complaint received 2026-01-28 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Fraud or scam — 
Company: TransferWise Ltd
State: WY

Complaint narrative:
SUBJECT : Formal Complaint Against Wise Payments - Unauthorized Transactions Due to Security Failures - {$5500.00} USD Product/Service : Money transfer/payment platform Issue : Unauthorized transactions, inadequate security measures, refusal to reimburse fraud losses. 
Amount in Dispute : {$5500.00} USD COMPLAINT SUMMARY I am submitting this complaint regarding unauthorized transfers totaling USD {$5500.00} that occurred on XX/XX/year> through my Wise account, funded by my linked XXXX checking account. Despite reporting the fraud promptly, providing identity verification, and filing a police report ( XXXX Police Department, XXXX # XXXX ), neither Wise nor XXXX has reimbursed the stolen funds or conducted a satisfactory investigation. 
On XX/XX/year>, unauthorized individuals accessed my Wise account and executed XXXX fraudulent transactions totaling {$5500.00} USD to recipients in XXXX. This fraud was enabled by Wise 's inadequate security measures and multiple system failures. Wise has denied my claim and refuses to reimburse the stolen funds despite clear evidence of institutional negligence. 

DETAILED COMPLAINT Fraud Incident : Date : XX/XX/year> Amount Stolen : {$5500.00} USD ( three transactions : {$1000.00}, {$2000.00}, {$2500.00} ) Recipients : Fraudulent accounts in XXXX ( XXXX XXXX XXXX ) Funding Source : My XXXX Bank checking account linked to Wise Police Report : Case # XXXX, XXXX Police Department Wise Complaint Reference : XXXX Security Failures by Wise : 1. Selective Fraud Detection : Wise 's system cancelled two fraudulent transactions on XX/XX/XXXX but simultaneously allowed three transactions totaling {$5500.00} to similar recipients without alerting me 2. No Geographic Anomaly Detection : My entire transaction history showed only transfers to XXXX. Transfers to XXXX were unprecedented, yet no verification was required. 
XXXX. No Device Authentication : Account accessed from XXXX using an unknown XXXX device ; my actual device is XXXX XXXX. No multi-factor authentication triggered. 
XXXX. Failure to Prevent Continued Breach : After I reported fraud on XX/XX/XXXX, Wise detected continued unauthorized access attempts on XXXX XXXX from XXXX but never contacted me XXXX. XXXX XXXX : Wise closed initial fraud report ( # XXXX ) without explanation on XX/XX/XXXX ; second report ( # XXXX ) was invisible in my app. 
Wise 's Denial and False Statements : On XX/XX/year>, Wise issued a " Final Response '' denying my claim with the following problematic statements : False claim : Stated XXXX XXXX ( XXXX ) " does not support recall function '' - demonstrably false as Wise actively processes XXXX transfers No coordination : Wise never contacted XXXX Bank to attempt chargebacks or coordinate recovery Inadequate offer : Offered XXXX GBP  ( ~ {$620.00} USD, 11 % of stolen funds ) as " goodwill gesture '' Liability deflection : Cited contractual limitation clauses despite institutional negligence Additional Concern - Geolocation Privacy Update : On XX/XX/year>, Wise announced privacy policy updates ( effective XX/XX/year> ), adding geolocation disclosures for account security, XXXX weeks after my fraud from XXXX. This raises questions about whether geolocation monitoring was active when my account was compromised. 

SUPPORTING DOCUMENTATION I have comprehensive documentation available including : Police report ( Case # XXXX ) Wise transaction records showing fraudulent transfers Security alerts showing unauthorized access from XXXX XXXX Bank statements Correspondence with Wise customer service Wise 's Final Response letter denying claim Audio recordings of XXXX Bank conversations Complete fraud timeline with all evidence ( Annexes A-S ) I will provide any requested documentation to support this investigation.

Company response to consumer: Closed with explanation