Consumer complaint received 2026-06-07 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: TransferWise Ltd
State: TX

Complaint narrative:
On XX/XX/year>, Wise closed my account and retained USD XXXX belonging to me. To this day, Wise has never provided a specific reason for closing my account. Multiple representatives informed me that they could not access or disclose the reason for the closure. I understand that financial institutions may close accounts for regulatory or business reasons. However, what concerns me is that Wise continues to retain my funds without providing a clear explanation, without identifying any issue with the funds themselves, and without providing a definite date for returning my money. There is no legitimate concern regarding the source of these funds. The only person who ever deposited money into my Wise account was my husband, XXXX XXXX. I submitted our marriage certificate and supporting documentation proving that the sender of those funds is my lawful spouse. My husband, XXXX XXXX, owns XXXX XXXX XXXX, a long-established U.S. business that has operated for more than 35 years. The source of the funds is fully identifiable, legitimate, documented, and verifiable. I did not receive deposits from unknown individuals, unrelated third parties, businesses, or suspicious sources. Likewise, the only outgoing transfers from my Wise account were payments made to people with whom I have personal relationships and existing connections, primarily for the purpose of paying personal expenses, bills, and obligations on my behalf. I fully explained these transactions in my appeal letter and provided supporting documentation. On XX/XX/year>, Wise informed me in writing that my account had been closed and that customer service representatives could not access or disclose the reason for the closure. Also on XX/XX/year>, Wise informed me that if I disagreed with the decision, I could file an appeal and submit identity verification documents. I immediately cooperated and provided all requested information. Also on XX/XX/year>, after I submitted all requested documents and a detailed appeal letter, a Wise representative thanked me for providing extensive and detailed information and confirmed that my appeal had been forwarded to the responsible department. On XX/XX/year>, Wise confirmed that it had received my documents and detailed explanations and advised that my appeal had been forwarded to the appropriate team. On XX/XX/year>, Wise informed me that the responsible team was already handling my case and processing reimbursement of the remaining balance in my account. Also on XX/XX/year>, Wise informed me that it could not provide a reimbursement deadline but confirmed that the matter remained under review. On XX/XX/year>, Wise informed me that it had already received my banking information for the reimbursement and that the process to return my funds would begin shortly. Wise also stated that its team was already working to return my money as quickly as possible. On XX/XX/year>, Wise again confirmed that my banking information had been received, that the reimbursement process was already underway, and specifically stated that I would receive every cent of my money and would not suffer any financial loss. Also on XX/XX/year>, Wise stated that the process was moving as quickly as possible and that I would receive my money once the internal handling was finalized. On XX/XX/year>, Wise informed me that my account and information were still undergoing internal verification procedures and that such reviews could take up to 60 days. This statement directly conflicts with the previous communications indicating that my appeal had already been reviewed, my banking information had already been accepted, and the reimbursement process was already in progress. I can not reasonably wait an additional 60 days. If Wise retains my money for that period, I will have been deprived of access to my own funds for approximately 73 days. During that time, I will incur interest charges, late fees, penalties, monetary adjustments, and other financial losses on obligations that I must pay. I fully cooperated with every request made by Wise. I submitted identity documents, a selfie verification, explanations regarding the source of funds, explanations regarding the purpose of transactions, banking information for reimbursement, proof of marriage, and supporting documentation regarding my name change. Throughout this process, Wise representatives repeatedly acknowledged receipt of my documents, confirmed that my explanations were detailed and complete, confirmed receipt of my banking information for reimbursement, and repeatedly stated that reimbursement would occur. At no point did Wise identify any problem with the documentation I provided, the source of the funds, my identity verification, or my explanation regarding the transactions. Despite all of this, Wise continues to retain my funds while refusing to provide a definite reimbursement date. Wise acknowledges that the funds belong to me, acknowledges that reimbursement will occur, acknowledges that my banking information has been received, and acknowledges that the reimbursement process is underway. Nevertheless, Wise continues to retain my money without providing any definite date for its return. My Wise account was originally opened under my maiden name. After my account was opened, I obtained my XXXX XXXX in XX/XX/year> and subsequently updated my records with the Social Security Administration between XXXX and XX/XX/year>. As a result, I now use my married name. To avoid any confusion regarding my identity, I am attaching both my identification document issued under my maiden name and my marriage certificate. These documents demonstrate that both names belong to the same person. In addition to written communications, I also spoke with Wise representatives several times by telephone. My initial communications with Wise were conducted in XXXX. During one of my telephone conversations with a Wise representative, I requested assistance in XXXX because XXXX is my native language and I wanted to avoid any misunderstanding regarding a complex financial matter involving my funds and account closure. Following that request, Wise continued communicating with me in XXXX. As a result, some of the supporting emails attached to this complaint are in English, while others are in XXXX. I f necessary, I can provide translations of any XXXX communications. I am attaching supporting documents, including correspondence with Wise, identity verification documents, my marriage certificate, documentation regarding my name change, and email communications in both English and XXXX confirming that reimbursement would occur while no specific timeframe for the return of my funds could be provided.

Company response to consumer: Closed with explanation