Consumer complaint received 2025-01-24 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:
XXXX My bank, XXXX XXXX bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX no longer have bank branches for me to go in and obtain international bank wires. Wise works with XXXX Bank XXXX contacted Wise XXXX phone to inquire and was directed towards their website -went to website to fill out information-fees were estimated at around {$80.00} and transfer time of XXXX days. transfer amount before fees, {$9700.00} USD -called Wise XXXX to confirm information, fees and transfer time -transfer sent- fees were XXXX and approx. 8 days to transfer. Not what was initially stated. 
-transfer to be sent to recipient in XXXX XXXX XXXX Bank XXXX XXXX account **at no point during my phone calls or filling out paperwork on-line was it mentioned I could not send funds to a personal account from a business account** For over a decade, Ive been successfully transferring funds from my business account to this account in XXXX with no issues XXXX 
XXXX Called Wisel. I was informed that I couldnt send money from a business account to a personal account Inquired as to where my transfer was, as was not with recipient in XXXX XXXX At this point my money is stuck at the XXXX XXXX XXXXXXXX XXXX NOT SHANTOU/my recipient XXXX Bank of XXXX, Wise XXXX banking XXXX XXXX recipient XXXX denies the payment as he can not receive it due to my business account sending to his personal account. Payment to be returned via Wise to my account ( XXXX XXXX XXXX ) XXXX confirms funds are stuck at Bank of XXXX in XXXX XXXX Supposed to escalate. 
XXXX attempt to call Bank of XXXX in NY to XXXX XXXX XXXX my XXXX are as they are the intermediary bank. They can give me no information. 
I call XXXX XXXX bank as they are who directed me to use Wise and are affiliated with Wise. They told me to file a complaint. 
Filed a complaint regarding the entire transaction to XXXX XXXX XXXX claims money went back to recipients account. Transferred to XXXX XXXX who claims money should be in recipient 's account. XXXX evidently communicated to bank and surpassed the issue on XX/XX/XXXX. Funds are not in recipients account XXXX XXXX, funds were requested to be returned to my account on the XXXX. 
XXXX confirms money is still not in his account. Wise provides proof of payment to XXXX bank, but it is not in recipient 's account. Translated document from Wise says it is just a transfer receipt not a deposit into XXXX account. I suspect it is in the intermediary account at Bank XXXX XXXX XXXX 

XXXX documents from Wise and recipient translated. Does not show that funds are in XXXX 's account. Wises document is a transfer receipt, but the transfer was intercepted so the funds should be back at the XXXX bank account. 
XXXX to XXXX at Wise. She says the funds were sent to the recipient on XX/XX/XXXX. Same OLD story, seems no one has done anything since the XXXX. It certainly hasnt been escalated. She says I need to get a bank statement from Recipient from XXXX. 
Wise claims they have a relationship with Bank XXXX XXXX, so why they just cant call them to figure out where the funds are in their system is beyond me. XXXX says they cant call the bank!!! 
XXXX XXXX 's bank statement from XXXX to show no deposits were made to his account. sent Documents to Wise. 
This is very invasive for my recipient but he agreed to send information because weve had a long-time business relationship and he is also livid about this transaction. 
XXXX at Wise claims the statement was received and the partner back was contacted to trace the funds. I will probably not hear back until early next week. 
I dont understand why it took so long for Wise to contact their partner bank to trace the funds they were responsible for. 
Its shameful that Ive spent countless hours between emails and phone calls with Wise, calls to XXXX XXXX, use of a translator, correspondence with the recipient, providing documents and still 22 days later, my money is still missing. 
Besides the missing money, they were not honest about their fees and time frame for conducting the transfer. I am a very small business and this is a huge amount of money. This has also caused a loss of income due to Wise not being able to complete the transfer. 
I am requesting full refund of my money including all fees and interest for the time my money has been held in limbo.

Company response to consumer: Closed with explanation