Consumer complaint received 2026-03-01 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: TransferWise Ltd

Complaint narrative:
XXXX Regarding the problem that occurred in the institutional communication of a financial institution that operates with the XXXX XXXX and uses the XXXX language, either directly or through automatic translation systems. I also request that the XXXX XXXX, within the scope of its responsibilities, notify the competent XXXX XXXX about the error committed, considering that the institution has objective responsibility for the accuracy in the use of the currency and language, as well as cultural and historical responsibility, ensuring an adequate customer experience. On XX/XX/year>, the complainant received an email from Wise XXXX containing an automatic communication regarding the verification of a personal document. The expected content of the message was : We have completed the verification process of a personal document that you sent. However, when displayed by the XXXX Translate automatic translation system, the word sent was incorrectly replaced by envy, resulting in the phrase : We have completed the verification of a personal document that you envy. This alteration is semantically incorrect and phonetically disconnected, causing embarrassment and potential moral damage, since the word " envy '' has a negative and offensive connotation for the recipient. The situation is particularly serious because the original email was already written in XXXX, the complainant 's language, and there was no need for translation. The automatic activation of the translator and the maintenance of the incorrect term demonstrate a lack of diligence on the part of both services involved : Wise, responsible for sending accurate and culturally neutral communications, and XXXX Translate, which provided an inadequate automatic translation, altering the original meaning of the message. The substitution of the term compromised the clarity of communication and affected the client 's trust, especially in a sensitive context involving the verification of personal documents. Furthermore, the situation reveals a broader issue related to historical responsibility towards currency, which symbolizes the founding values and historical trajectory of the XXXX XXXX ; similarly, in the case of the XXXX XXXX, figures such as XXXX XXXX XXXX represent continuity, stability, and the historical identity of the XXXX XXXX. Similarly, the use of language constitutes a shared responsibility between the financial institution and the translation method employed, demanding precision and respect for the culture and history of the respective countries, whose official languages serve as national and institutional references. Furthermore, this case highlights the responsibility linked to the history and importance of the XXXX XXXX, as well as the personalities represented on its banknotes, which symbolize fundamental milestones in the formation and historical development of the XXXX XXXX XXXX XXXX In this context, the use of languagewhether directly or through translationdemands absolute rigor in its application and translation for institutional communication, a responsibility that the bank assumes when operating with different currencies and conducting communications through translators or technologies of its choice. Finally, it is requested that the matter be duly registered with the competent XXXX XXXX and communicated to the authorities responsible for language policy in the XXXX XXXX XXXX XXXX, regarding the correct use of the XXXX XXXX and the preservation of the XXXX language, observing history, culture, and currency. The joint use of the financial institution 's translation services and infrastructureeven when the translation service is provided free of chargeconstitutes integrated service provision. The communication was delivered to the complainant already translated, demonstrating that the language used was deliberately chosen by the companies for communication purposes and that the responsibility lies entirely with the services involved, since they operate using currency and translation mechanisms to communicate in various languages. Considering that this is an international bank operating with foreign currency XXXX XXXX the rules applicable to operations must primarily observe the laws and regulations of the currency 's country of origin, as well as the regulations of the country where the account was initially registered. When a financial institution allows the opening and operation of an account by a client located in another country, it assumes the responsibility of simultaneously complying with the tax laws of the currency 's country of origin, as well as the basic rules, the possibilities of using the currency, and the requirements for providing correct service. There is also a responsibility and duty to respect the culture and language in communication, if the institution considers itself capable of using the currency. Each currency is directly linked to the cultural and historical aspects of the language, and each service must observe its specific methodology and ensure a good customer experience, using the methods chosen by the bank for communication and language use when they assume and ensure the ability to work correctly with people from various parts of the world. A financial service is essentially a service based on accuracy and the use of mathematics, as it is directly related to numbers that assign value to currency, as well as history, culture, and language. In their transactions, they involve addition and subtraction operations performed precisely and accurately, applied to debits, fee collection, and updates resulting from the appreciation or depreciation of currencies in financial markets, thus preventing errors in the service by being responsible for being able to follow the rules and respect and communicate without errors with people who are native speakers to communicate within the language for bankers or if there is use of translation or passivity and both The services by the use and possibility of use, financial institutions assume full responsibility for the accuracy of operations, both in calculations and in records, extending this duty also to the clarity of communication and the proper use of the language, especially when dealing with currencies from different countries, considering the cultural, historical and linguistic particularities associated with a good customer experience without the bank causing damage or problems instead of enabling excellence in service and if not able to use it correctly, open up services with well-trained professionals who do not make mistakes.

Company response to consumer: Closed with explanation