Consumer complaint received 2024-04-25 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other service problem — 
Company: TransferWise Ltd
State: MN

Complaint narrative:
The company WISE gave me instructions for " security reasons '' to use my phone and ID for verification. Both on my computer and on my phone these attempts led to Error messages. I was then instructed to take a selfie of myself holding my ID and attach it to a reply to an email message that they sent. After that nothing happened an no one acknowledged the matter. 

After two days of waiting I sent a message to them asking what was going on and that I was not comfortable having my private information flapping in the wind while they seem to be doing nothing. I'm still not able to complete my account set-up. 

They replied that they had received my selfie with the ID and that the process can take up to 5 days and asked me to be patient. 

The next day I was using XXXX and suddenly a full page ad for " XXXX XXXX '' appeared on my screen. I do not allow any of my electronics to listen in the background to my conversations and I didn't have any regarding the WISE matter. I have never gotten an ad for " XXXX XXXX '' before leaving WISE and their questionable security as the suspected leak. 

After the 5 days had passed, I contacted WISE again to find out what was taking so long. The next day I received multiple email messages from WISE. 

Message 1 : Hello XXXX, Thanks for getting back to us. 
Upon checking the information in the system, I can see that the document that you sent has been not reviewed yet. In this case, I will have to escalate the case to the relevant team to see if they can speed up this process, thank you for your patience. 
We've carefully reviewed your concern about the verification process in your Wise account and we were able to escalate the case to the relevant team to see if thy can review this document as the best resolution based on the information provided. 
I hope you have a great day. 
Let us know if you have any other questions. We're happy to help. 
Best Regards, Wise Message 2 : Hello XXXX XXXX, Weve confirmed a personal document you sent us. 
Thanks for providing the information we requested. 
Uploaded more than one document? Keep an eye on your inbox, well let you know when the rest are confirmed. 
Thanks, The Wise team Message 3 : XXXX XXXX XXXX ( Wise ) XX/XX/2024, XXXX UTC Hello XXXX, Greetings from the Wise verification team! 
As a regulated financial institution, we are sometimes required to request for additional information from our customers. 
We will need a live selfie with an ID document. 
We can only accept national ID cards and passports ( the photo page only ). 
To submit your live selfie with an ID document, please click here : https : //transferwise.com/user/verify/recovery/XXXX XXXX XXXX  XXXX It will take you through the process of uploading the required documentation to process your pending transfers with us. 
Also, were waiting to receive a reason for your payments on Wise. 
We can only get started with your transfer ( s ) once weve accepted your reason for payments. This is to ensure that Wise is safe and secure for everyone on it. 
The payment cause can be submitted here : https : //wise.com/user/verify/PaymentCause Or you can always just reply back to this email, letting us know the reasons for your payments. 
Additionally, We need to verify your source of wealth. 
Please provide one of the following : 3 most recent pay slips + 3 months bank statements clearly showing the corresponding incoming salary Signed employment contract + 3 months bank statements clearly showing your incoming salary from your employer Most recent tax return validated by the tax authorities Pension statement Investment statement Learn more about which documents we accept. 
To send us this information again, you should : Log in to your Wise Account Click Complete Verification under Needs your attention- this can be found when you click on your transfer. 
Please note : if we dont receive any contact from you in 2 working days, well have to cancel and refund any transfers you may have. 
**Please note : Any documents received through email will not be received by the reviewing team- you must upload them from your Wise account. 
Thank you for your cooperation! 
Regards, The Wise Team -- -- -- -- -- -- -- - End of the 3 Messages -- -- -- -- -- -- -- -- - The information requested at this point is off the charts from my perspective. I've already seen evidence ( the XXXX XXXX ads ) that THEY'RE not to be trusted by ME. 
I have banks that I do ACH transfers through and have been doing this for years. My instinct suggests this is a phishing scam. 

If they are not going to complete my account registration without further disruption then I would request that you at the Consumer Finance Protection Burea get involved and demand an explanation. Please list them as a company in question. Multiple consumer websites recommended this company as a way to send money to a friend of colleague overseas. I'm certainly not a big player in the financial world. If this kind of scrutiny is justified, how is it we see billionaires tied to the XXXX XXXX scandal still walking free and not prosecuted? 

Thank you for your actions, XXXX XXXX

Company response to consumer: Closed with monetary relief