Wise Customer Service Issues

I am interested in opening a Wise account. A friend invited me to join Wise and I signed up with my details as requested. I looked into getting a Wise card and reentered my details. However, a problem arose thereafter. Whenever I logged in and received the security code, I was informed that my mobile number was already linked to another account. Despite attempts to log in and out, I was stuck in a frustrating cycle that wouldn't accept my phone number. After consulting the Help section and following the advice to close the account, both of my accounts were unexpectedly disabled. I am eager to have a functioning account. Could you kindly reactivate one of my accounts? Just to clarify, I haven't received a card or conducted any transactions. I would greatly appreciate your assistance in setting up one account for me or removing my phone number so I can create a new account. Thank you.

On Monday, May 11th, I received a call from someone claiming to be from Amazon Prime. They informed me that $40 would be charged to my account and offered to cancel if I pressed 1. Upon doing so, I was connected with an individual who convinced me to download apps like Quick View and AnyDesk. Unfortunately, this person gained access to my account and scammed me out of $3,[redacted].32 before I realized what was happening. I promptly contacted my credit union and canceled all transactions. I also reached out to your customer service team, who informed me that the funds would be on hold until May 18th. I have reported this incident to the police as fraud and request the return of my money. Please take action against these hackers. I can be reached at [redacted]. I plan on following up with you later today, Thursday, May 13th.

I am concerned about the recent payment from V Start Limited that seems to be affecting all other transactions. I have provided details about the company, however, I find it troubling that such information is required from me when it should be your organization’s responsibility. The fact that this has caused a delay in not only the initial payment but also the following one is frustrating. During a call with a Wise representative, they mentioned that further payments from different clients might face delays due to this issue. This approach of withholding payments due to a single transaction appears unreasonable and is hindering my ability to operate my business smoothly. I urgently need clarification on why this is happening and would appreciate a prompt response or a phone call to discuss this matter further.

Urgent Help Needed! My phone has been hacked, and the Wise app was also accessed. The hackers obtained a phone number I used for verification in the Wise app to add an extra layer of security. I'm deeply concerned because there is a substantial amount of money involved. Name: Alexandre Gönül 3 Rue Gavarni [redacted] - Paris At this moment, I am unable to access my phone or check my Wise account. I fear that the hackers could potentially access and misuse the funds in my Wise account since they likely have discovered my password. I am extremely anxious about this situation but will try to handle it calmly and logically.

Yesterday, I fell victim to fraud. Someone obtained my email address and access to my TransferWise account. I can no longer access my email or financial account. The fraudsters also changed my banking password. This is distressing as my savings are in jeopardy. They have even taken my passport and a picture of me holding it. They claimed to be from the British Government, asking for confirmation of my identity with codes. It all began with a job offer that required a background check. The process started on a website called Mindme.ie where I paid £7 to verify my background. However, they ended up stealing from me. When I refused to comply any further, they threatened to report me as suspicious to the Government.

Dear Sir/Madam, I am a victim of fraud when trying to sell an item on Gumtree. A scammer tricked me into clicking a link that resulted in me losing money. I have contacted customer service through email, but have received no response yet. My bank account is now frozen, and I am eagerly awaiting my new bank card. I hope someone can assist me in transferring the £[redacted].79 back to my card. Thank you, Evelin --- Dear Evelin, I apologize for your ordeal. We have received similar reports of fraudulent activities. It is essential to report this to Action Fraud and your bank for further investigation. Please provide any links the scammers have sent to assist us in combating such actions. Best regards, Lola from Gumtree

We are representatives of a company offering villas and luxury yachts in Mykonos. We recently had a customer from Dubai who booked one of our yachts for the whole month of July at the rate of [redacted],[redacted] euros. He made a 50% down payment of [redacted],[redacted] euros via swift transfer, which unfortunately got returned to him. This has caused an issue with his vacation plans, and as he is a valuable client, we need to resolve this urgently. We seek clarification on why the transfer was rejected and guidance on the payment policy from Dubai. We understand from your website that non-EU SEPA payments are accepted, and we require assistance in ensuring a successful transaction promptly.

I conducted a wire transfer last week from my Canadian checking account to my Canadian USD checking account for $95,[redacted] CAD to USD. Despite receiving your notification two days ago that the funds were sent, they have not appeared in my account. This delay is unusual, and after consulting with my bank, they advised me to contact you to track the transaction. Please assist in tracing this transfer. Thank you. Reference #P[redacted]7. Receiving Bank: RBC Royal Bank of Canada. Name: Paul N. Sakran.

I'm attempting to transfer funds from my Chase Morgan account to your Wells Fargo account in San Francisco for an international payment to a UK company. However, when entering your bank's routing number, I am provided with a different address for Wells Fargo: [redacted] Soquel Drive, Aptos, CA [redacted], instead of the listed [redacted] Montgomery St, SF, CA [redacted]. I also encountered an issue entering my phone number (USA [redacted]) in the drop-down menu. Could you please assist with this discrepancy?

I initiated a transfer from my Wise GBP account to my Caixa bank account in Spain for £[redacted], equivalent to [redacted].58 euros. The transfer was initiated on June 9th at 13:54 UK time. Initially, there was a bounce-back of the funds, but Wise resent them at 13:56. Despite the tracking indicating that the funds would reach my Spanish account by 15:45, the transfer was still in progress when I checked around 17:45. Normally, these transfers have been almost instantaneous in the past. I'm curious if there have been any recent changes that could explain the delay. Could you please provide an updated timeline for when I can expect the funds to arrive in my Spanish account? Thank you for your assistance in resolving this matter. - M. C.

On April 15th, Wise Bank (formerly TransferWise) charged me $31.00 to open a business bank account. After a short hospital stay due to COVID-19, I tried to log in to fund my Wise account and discovered it had been closed without explanation. I appealed to Wise to reopen my account, and despite providing my driver's license and a photo holding it as requested, they still refused to reactivate my account and withheld my $31.00. When I asked for a refund, they replied: "Hi Michael, Unfortunately, due to the deactivation, we are unable to refund the account detail fee at this time. All the Best, Dayane Wise Business Support." It is unacceptable for a bank to charge a fee to open an account and then keep the money without providing services. This feels like theft!

I am Wendy Hunt, a customer with acct no. P[redacted]. My daughter received an invitation to invest in your upcoming shares, while I did not. I clicked the link she shared and was informed that I am ineligible to buy shares. I am curious why I am excluded from this opportunity. When I followed the link, it initially directed me to a site that appeared to be U.S.-centric. I also wonder if my possession of a US$ or € account with you affects my eligibility. Your response mentioned that I do not meet your criteria, yet I cannot locate these criteria. I await your clarification. Wendy Hunt Tel: [redacted] [redacted] [redacted] Email: [redacted] Acct no.: P[redacted] Post code: AL5 5NB

I recently visited my local ATM to withdraw £20. After entering my details, the machine gave me a receipt but no cash. I noticed the person behind me received their money. When I tried the ATM again, it dispensed cash along with the receipt. However, upon checking my account, I saw two separate charges of £20.35 and £20.85, even though the machine indicated free withdrawals. When I contacted the staff at the Co-op shop where the ATM is located, they claimed no responsibility, mentioning similar incidents in the past but none reported that day. The shop manager suggested contacting my bank. I am now reaching out to address this issue. Thank you for your assistance.

My identification number is P [redacted]5, and I completed a money transfer on June 30, [redacted]. Prior to the transaction, I uploaded a copy of my passport. Afterward, I received a notification requesting a valid ID upload, which I promptly submitted. Subsequently, I was asked to upload the photo page of my passport, which I also did. Despite sending SEK [redacted] along with the transfer fee on the same day, I am disappointed that my funds have not been deposited into the designated account yet. The money was intended for an urgent family matter, and their situation is dire without it. After contacting one of your agents who promised to assist via email, I have not received any further communication. I urgently request that you expedite the transfer to the specified account or refund the funds to my original account within one hour. Sincerely, D.M. Anura Sarath Kumara

Hello, I have encountered an issue with Wise recently. I added a new bank account card as my primary for receiving payments by entering the sort code and account number successfully. However, individuals attempting to pay me using these bank details were informed by Wise that I, the recipient, need to add the bank details to receive the payments. The bank details are already on my account, designated as primary, so I am puzzled as to why I am unable to receive payments. Could there be a step I missed in adding the new bank card for receiving payments? I have two emails associated with both bank cards, and I provided my original email for correspondence. I appreciate any assistance you can offer. Thank you, K. Stainton.

Hello Sir, My name is Falak Shair Khalid, and I currently run a shop in Lisbon called Skyzone. In addition to my shop, I also offer money transfer services from Portugal to destinations worldwide using MoneyGram, Ria, and SmallWorld. Recently, I've discovered TransferWise as an efficient way to send money globally and have become a user myself. I am interested in becoming a TransferWise agent, similar to Ria or Western Union. Could you please provide me with the necessary details to start working as an agent for TransferWise? I am eagerly awaiting your positive response. Regards, Falak Shair Khalid

I created an account with an incorrect email ([redacted]) that I verified with my current phone number. I can't log in because I need to click a link sent to the wrong email. I made a new account with the right email ([redacted]), but I can't verify it via SMS because the phone number is already linked to the first account. Can you fix the email to ([redacted]) or deactivate the first account/remove the phone number so I can use it for the second account (P[redacted]6)? Please let me know the solution. Thank you. Best regards, Ming-Yao Chu

Hello, I recently created my TransferWise account but made an error in entering my date of birth due to haste. I have been trying to update my date of birth to June 3, [redacted], but I am unable to do so without verification. I have attempted to edit it in the account settings, but it is not allowing me to make the change without verification. I believe there might have been confusion with June 30, but I can confirm my correct date of birth as June 3, [redacted]. I would appreciate it if my account could be verified and the necessary correction made. Thank you.

Dear Support Team at TransferWise, I am reaching out regarding transfer #[redacted]83 with the reference "Imran and Nahya Kijuu", which has been put on hold for a sanctions review. The purpose of this transfer is to pay school fees for the children in Moshi, Tanzania. The individuals in question are Imran Kijuu, an 8-year-old male, and Nahya Kijuu, a 5-year-old female. Please process this payment promptly to the designated account or refund it back to my bank account since the fees are due. Your cooperation in this matter is greatly appreciated. Thank you.

Subject: Inquiry Regarding Account Deactivation Document Hello, I used to work for an individual who claimed he couldn't pay me due to his account deactivation on your platform. He shared a document titled "My Account was deactivated" in our previous WhatsApp conversations. I am not a registered user of Wize but I am curious if I can access this document to verify if his deactivation claim is truthful. This person has multiple identities, and I am interested to know which one he used to create his Wize account. I wonder if he provided accurate supporting information like proof of address and disclosed his citizenships during the account setup, excluding his Irish passport number. I have reported this issue to the South African Companies Registrar (CIPC), as he allegedly failed to declare his citizenships to the authorities, which poses a FICA violation. Since Wize is FCA registered in the UK, could you aid in this investigation without notifying him? I possess his ID numbers from Madagascar and South Africa. Any assistance would be appreciated. Thank you.