Consumer complaint received 2026-03-31 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: TransferWise Ltd
State: IL

Complaint narrative:
TO : Consumer Financial Protection Bureau ( CFPB )/ Wise Compliance Department FROM : XXXX XXXX XXXX XXXX. DATE : XX/XX/XXXX RE : FORMAL COMPLAINT : Deceptive Support Practices & Violation of XXXX XXXX Fraud Rules Reference : Wise Transfer # XXXX ( {$26000.00} USD ) 1. Statement of Deceptive Trade Practices ( UDAAP ) I am filing this complaint to flag a systemic, deceptive practice within Wises customer support operations. During multiple telephonic consultations regarding the above-referenced transfer, Wises trained representatives explicitly assured me that the ACH transfer " would be returned '' due to the merchants total non-performance. Relying on these verbal commitments, I delayed taking further legal action. However, Wise subsequently reversed this position, claiming their " internal policy '' prevents assistance. This " bait-and-switch '' tacticpromising a refund on the phone while script-reading a denial in writingconstitutes a Deceptive Act or Practice designed to exhaust consumers and suppress valid error resolution claims. 2. Violation of XXXX XXXX Fraud Monitoring Rules ( Phase 1 ) As of XX/XX/XXXX, XXXX implemented mandatory Rule amendments requiring Originators and Gateways ( like Wise ) to establish risk-based processes to identify and respond to payments induced by " False Pretenses. '' * The beneficiary of this transfer induced payment under false pretenses and has performed XXXX services.Under XXXX XXXX XXXX ( Entry Not in Accordance with Terms ), the authorization for this {$26000.00} payment is void due to the breach of the underlying agreement.Wise is currently in violation of its XXXX obligation to monitor and recover " credit-push '' fraud entries where the sender was deceived. 3. Documentation of Systemic Non-ComplianceWises refusal to investigate is part of a documented " Modus Operandi '' of regulatory defiance : CFPB Case # XXXX ( XX/XX/XXXX ) : Wise was ordered to pay {$2.00} XXXX for deceptive disclosures and failing to adhere to error resolution provisions under Regulation E.Multi-State AML Settlement ( XX/XX/XXXX ) : Wise paid {$4.00} XXXX to Texas, New York, and four other states for " deficiencies in investigating and reporting suspicious activity. " Wises current conduct represents a failure to implement the compliance remediation mandated by these XXXX orders. By facilitating the retention of these funds by a non-performing merchant, Wise is actively participating in the very " inadequate oversight '' for which they were recently penalized. 4. Revocation and Demand for Relief XXXX XXXX XXXX XXXX hereby revokes all authorization for Transfer # XXXX. We demand that Wise : Initiate a Request for Return ( Code R11 or R17 ) to the receiving bank immediately. Preserve all call and Chat recordings from [ XX/XX/XXXX and XX/XX/XXXX ] where refund promises were made. Provide a formal " Letter of Indemnity '' to XXXX XXXX XXXX to facilitate a recall of the funding ACH. Failure to act on this {$26000.00} dispute will result in further escalation to the Office of the Comptroller of the Currency ( OCC ) regarding XXXX XXXX XXXXXXXX role as the ODFI and a formal petition for arbitration. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX

Company response to consumer: Closed with explanation