Wise Customer Service Issues

Hello, I am reaching out through this email ([redacted]) since my Google account ([redacted]) is having technical issues and isn't receiving emails. I am contacting you regarding the deactivation of my account following an unprocessed transfer of 1,[redacted] euros. I am quite upset and frustrated as I write this message. I have been utilizing Wise for nearly three years during my studies in France. Upon finishing my program, I chose to transfer my remaining balance to my Wise account based on the trust I have in your services. Sadly, I recently discovered that my account has been deactivated. I am currently in the process of recovering the unprocessed 1,[redacted] euros. I am awaiting the recipient to forward me their account statement, which I will then send to you to help track and return my funds to my account. I have included the account statement in this email. Therefore, I am kindly requesting the reactivation of my account with a balance of [redacted] euros and the retrieval of my 1,[redacted] euros. I am willing to provide any additional information you may require. Wise username: [redacted] Membership: P[redacted] BIC: TRWIBEB1XXX Best regards, Sirajo Abdullahi Bakura Laboratoire de Recherche en Informatique, Université Paris Saclay, Bat [redacted] Ada Lovelace +[redacted][redacted]

Hi! I initiated a transfer before yesterday from my IBAN: BE27 9[redacted] [redacted] to my wife's father, Annes Mandre's Turkish bank account. He needs the money for buying an apartment in Alanya, Turkey, and has an appointment with a notary in Alanya on Friday, the 20th of May, where the funds must be available by 10:10 am. Our family uses my Wise account to combine funds for transfers. Annes' wife, Saima Mandre, previously transferred 22,[redacted] EUR to my account, while I transferred 7,[redacted] EUR, and our friend Taavi Letner and a company also contributed. However, some transfers to Annes' account through Wise are currently on hold. Please expedite the release of these pending amounts in my account to Annes before Friday, the 20th of May. Best regards, Ivo Unt [redacted] WhatsApp: +[redacted]66

I am trying to send money to Kenya in US Dollars but for some reason, it keeps getting converted into Euros. When I log in and go to "send money", I can't find the option to keep the funds in dollars. I have tried using different browsers, but I still encounter the same issue. It seems like there should be a drop-down menu that is missing on my screen to select the currency I want to use. Right now, everything is being converted to euros automatically, which is not what I want. I just need to figure out how to fix this so I can transfer the money in US Dollars as intended.

Subject: Urgent: Unauthorized Transfer Request To Whom It May Concern, I am writing to report an incident that occurred on Tuesday involving an individual claiming to be an Europol agent. They coerced me into transferring funds through your Wise application to an account in Thailand, posing as Europol. I later discovered it was a scam and informed local authorities in Belgium, who confirmed it was fraudulent. Upon realizing the situation, I contacted my bank who managed to halt the transfer partially but could not retrieve the amount of [redacted]€. Subsequently, I received notice that my account with you has been closed. I seek clarification on whether this action was taken at the request of the authorities or for another reason. I kindly request a refund of the transferred amount to my KBC account and am willing to provide any necessary documentation from the Belgian police. Attached are the transfer references for your review. Thank you for your urgent attention to this matter. Sincerely, N.A. Heris

On May 26, when I logged into my account, it seemed to have tried to transfer my entire balance to someone unfamiliar. Despite canceling the transfer with number #[redacted]2, it reappeared twice more. A person named Sergio Oyo Chele appeared on my recipients list, along with their account details, which I have since deleted. The issue seems resolved after deleting my browser's history and cookies on May 27. I have also frozen my card, hesitant to unfreeze it until I know this won't recur. This appears linked to an email I received on May 26 at 18:55 requesting document updates, which I clicked through, possibly triggering the unwanted transfers. I later received similar emails that might have been due to canceling the transfers or random phishing attempts. The emails came from [redacted], originating from IP numbers 51.[redacted].[redacted].[redacted] (OVH, a French ISP) and [redacted].0.[redacted].[redacted] (Namecheap, a US ISP). Although I shouldn't have clicked the email, especially given a spelling error, it seems there might be a vulnerability on your end. I can provide the emails for your investigation if needed. Thank you, Stephen Wells.

This is my third attempt to address my issue, and unfortunately, I have not received a response yet. Calling is not an option due to the long wait times. The Wise app lacks a feature to track whether my transactions are going into the correct account. After transferring funds to Wise, I discovered the amount was redirected back to my original account without a clear option to cancel. I am unable to view a statement or confirm if money has reached my Wise account. I am finding the app difficult to navigate and not very user-friendly compared to other similar companies. I am considering canceling my account with you and may suggest the same to my friends.

My wife and I, both UK citizens residing in Spain, currently bank with Barclays. Due to Brexit, our accounts with Barclays are closing in November [redacted]. We are looking for an alternative banking solution. We would like to open a joint UK Wise Sterling account for our monthly UK pension payments in sterling. This account should allow us to set up direct debits in sterling to UK recipients. We will need Visa debit cards for both account holders. Additionally, we prefer to have our savings in separate accounts for easier management and the ability to transfer Sterling between them. Currently, we exchange our foreign currency to euros through an intermediary facility. Having a UK-based banking facility like Wise would be advantageous for us. Can Wise offer all these required facilities? Thank you.

Hello. I believe I may seek assistance with my TransferWise account. To elaborate, I inadvertently clicked on a phishing email, which I now realize was a mistake. Subsequently, my password, email, and phone number were changed without my authorization. Following these alterations, my card transactions were declined, and it appears that the scammers have emptied my account. I have been attempting to contact TransferWise via email, but the responses have been slow. Their latest reply requested further information as they claimed my email was not associated with any account, which is due to the scammers' actions. I am confident that TransferWise has the ability to trace the unauthorized modifications in my account and access my original email address. I am seeking advice on how to potentially recover my funds at this point.

I initiated a transfer on May 20th. It's now May 31st, and I haven't received my money and I'm unsure of its whereabouts. A notice on the homepage mentioned the transfer was halted for an investigation, but without a specific date. The scheduled date for receiving the money was today, May 31st. I remember declining to proceed with the transfer on a webpage but haven't received confirmation. I came across information suggesting a possible legal violation. The lack of updates on the homepage is leaving me in the dark about my funds. I'm feeling lost on how to seek assistance and this situation is incredibly frustrating. I'm hoping for some clarity on when I can expect to receive my money.

Hello, I am reaching out on behalf of Gate to Ukraine, a charity organization dedicated to providing urgent financial assistance to Ukrainian families affected by war. Currently, we have 33 transfers pending approval, leaving 33 families without the means to purchase food. The escalating conflict has caused prices to skyrocket, leaving many without essential resources. We urgently request assistance from Wise business to expedite these transfers and prevent future delays. For these families, the $[redacted] USD we are sending could mean the difference between life and death. Your help in this matter would be greatly appreciated. Thank you, Kateryna

Good afternoon, I have a TransferWise account that has not been activated with a money transfer yet. However, the app was working on my phone before it got stolen. There were no strange activities in my Gmail accounts. Now, three email addresses of mine have been used to create three accounts by the person who stole my phone and used my SIM cards to open and verify the accounts. They changed the phone number associated with the accounts, which I cannot control. Whenever I try to reset my passwords, the information is sent by SMS to a number that is not mine. The email addresses used to open TransferWise accounts are [redacted], [redacted], and [redacted] Please check and email me to either recover or delete these accounts so I can use my TransferWise account again soon.

I made a 10,[redacted] euro transfer through Wise.com on May 23rd to a bank in Ireland. They confirmed the transfer success on May 24th, but the funds have not reached the recipient till now. Wise.com requires proof from the recipient that the money isn't in their account to investigate further. However, the recipient, an estate agent with a client account, is hesitant to share a bank statement due to client confidentiality. Wise.com insists that this is the only proof they will consider. As the deposited funds are for a property purchase, time is critical as another buyer may secure the property. I'm puzzled as to why Wise.com won't trace the transfer or verify with the recipient's bank before demanding specific evidence.

Dear Wise, I understand that users must be over 18 to create an account. However, being 16 and having my parents' consent, I am hoping for a special exemption. Living in the Republic of Ireland and frequently traveling to Northern Ireland where they use the Great British Pound, having an account would be beneficial. I aim to avoid high banking fees when purchasing goods in the North and want to buy Sterling at fair prices without expensive commissions. If you cannot grant me access to the service, could you please refund the €7.00 card purchase fee? It would be disappointing if I couldn't utilize this service, as I believe it would be really helpful. I am hopeful that we can resolve this situation as I have honestly explained why I wish to be your customer. Best, Lorcán Cullen

I am having difficulty transferring GBP into my Wise euro account at an agreed rate. Previously, the system would allow me to log into my GBP account or transfer later with the agreed rate for 2 hours. However, now it automatically prompts me to log into my Wise account, treating the request as a payment from my euro account. As a result, I am unable to lock in the desired rate and have been unsuccessful in reaching Wise via email or live chat to address this problem. I would appreciate any assistance with this issue.

I initiated a money transfer through Wise, and although it shows as processed, you have yet to receive the funds from my Capital One [redacted] bank account. The money remains in the account without being deducted, even though Wise indicated it would take 9 hours upon completion of the transaction yesterday. I intended to send [redacted] euros, as indicated by Wise for the transfer, but they have converted this to $[redacted].55. With an exchange rate of 1 euro to $1.06, the actual amount to be transferred from my account should be $2,[redacted].70.

My Wise account was hacked, and someone opened accounts in English pounds transferring $30,[redacted] to 3 Wise accounts. Despite having my phone with me, I didn't receive any security codes as the Wise app wasn't on my phone. I reported the theft to the public prosecutor, police, and Wise. After closing my Wise account, I didn't recover the remaining $[redacted]. I responded to Wise's questions via email, but after 48 days, there has been no further communication from Wise as they stopped replying to my emails.

Good evening, I was supposed to receive my card on June 16th, but I have not received it yet. I am unsure if it was delivered. Can you please provide me with the tracking number so I can pick it up at the post office myself? I have checked with the postal office, but they could not assist without the tracking number. I am eagerly awaiting the arrival of the card and would appreciate it if you could provide the tracking information promptly. My name is Arcely Alicias Gallardo. Thank you and I hope to hear from you soon. Have a good day.

Good evening, I apologize for the delay, but I was traveling. Please find attached the tax documents. The transfer of €15,[redacted] is from my WISE SCI EAST COAST account, and the transfer of €15,[redacted] is from my Wise SCI EAST COAST account. This amount was transferred to my personal account, WIZE AHMED BENABDELOUAHED, for reimbursement of my investment in the same SCI EAST COAST. You are closing my account; however, please understand that this sum was transferred from one Wise account to another Wise account. Thank you and best regards

Good morning, I have a query regarding the transfer service from the United States to Mexico. I am about to commence work for a company that intends to pay me through Wise. While browsing your website, I noticed that it's feasible; however, I also observed that a debit card or mapping service for Mexico is unavailable. I would like to clarify if transfers from the U.S. in USD can be converted to Mexican pesos and then sent to my Mexican bank account, as this detail is missing from your website. Lastly, if this option is viable, what specific information should I provide to the company in the U.S. to facilitate the payment to my Wise account? I've already opened my Wise account. Thank you in advance for your assistance! - E.Q.

Hello, My partner, Gerard Provost, made a payment to China on May 31, [redacted], through Middlesex Federal Savings, which has an arrangement with Novo. The beneficiary, Shaoxing Linkloom Import and Export Co Ltd., claims to have not received the $20,[redacted] payment yet. The payment reference is [redacted]29. I am concerned about the delay and wondering if TransferWise can take 22 days to transfer money from the United States to China. This delay is affecting our business, and I would appreciate urgent attention to this matter. Thank you and best regards, Ken