Wise Customer Service Issues

Good afternoon, I am Otto Fuerst. I recently signed in and ordered a debit card for €6. I have paid for the card but have encountered issues with the identification process. Despite sending scans of my ID card and passport, there have been difficulties in verifying the images. I have tried using the Help Information section with options to call and send messages, but nothing has resolved the problem. After attempting to find an email address through Google, I am reaching out to you this way. My reference is the provided email. I seek guidance on how to complete my identification, possibly by emailing the scans. Sincerely, O. Fuerst

Hello, I encountered an issue when using my TransferWise debit card to purchase train tickets in Belgium and the UK. Despite having a daily online transaction limit of 1,[redacted] GBP and the transactions being well below this limit, the card was not accepted. I am unsure if there was an error on my end or if the rail companies do not accept this type of debit card. I identified the card as a Mastercard Debit when making the payment; however, I am now wondering if this designation was incorrect. Thank you for your assistance. Kind regards, Terry

I work for an international virtual company and have been waiting for my salary for two months. Our coach informed us that our employer stated the money was sent via Transferwise, but there was an issue with their system causing a delay. The employer is now waiting 60 business days for a refund from Transferwise. I want to verify if this information is accurate without disclosing the company's name. Our coach shared the employer's statement about the refund delay from Transferwise and the need to wait for 60 business days.

Hello, I hope this message finds you well. I recently received an email (pasted below) and wanted to confirm its authenticity with your service. I was surprised that this document was not requested during my registration or transaction. If this email is legitimate and the provided link is secure as mentioned, I have both French and American passports. Which one should I send? Best regards, J.H. Courtney from TransferWise July 15, [redacted] at 18:44 UTC+2 Hello J.H., I am reaching out as we require some additional information regarding you and your recent transfer (№[redacted]63) due to local regulations that safeguard everyone's funds. Please provide us with a copy of your passport showing your photo, name, date of birth, and expiration date clearly visible. You can upload the document securely using this link: [redacted] We apologize for any inconvenience but kindly respond within 5 business days. Failure to do so may impact the processing of future transfers until we receive the necessary information. Feel free to reach out if you have any questions. Best regards, Courtney TW

There has been suspicious activity on my account #[redacted]. On 07/14/[redacted], Martina G Martinez submitted a wire transfer of $6,[redacted].00 to ATC Services for the purchase of a [redacted] Polaris RZR from ATV.COM. Despite being told the money was refunded by Escrow Auto Services, I have not received it as of 07/20/[redacted]. I contacted the bank, and they gave me your contact information as the account is related to you. I reported this as a scam to scampulse.com. I am seeking assistance in recovering my funds from ATV.com, Escrow Auto Services, ATC Services, the Community Federal Savings Bank, or TransferWise.

I'm having trouble providing all the necessary bank details for my transfer using Transferwise. BNZ bank requires specific information like IBAN, SWIFT code, branch name, and branch code. Transferwise only shows a reference number, making the process difficult. I need these details to transfer [redacted],[redacted] NZD. However, accessing the required bank details seems challenging with Transferwise being an online service. - W. Durhaj

Hello, I'm having trouble logging in to your site. It only works when I click on "forgot password." I don't even have to change my old password, I just receive an email with a security code on my phone, and then I'm able to log in. When I try to log in normally with my password, sometimes nothing happens for a long time. I see pictures (zebra crossings, mountains, traffic lights, etc.) but I can't log in. Why can't you go back to how it used to be, logging in with my email address, password, and security code on my phone? I checked the settings, and that's how it's set up, but unfortunately, it's not working. Greetings from Thailand, Horst P.

Dear Sir/Madam, I was disheartened to receive your email informing me of the closure of my account. I would greatly appreciate a second chance, even though I am unsure of the reason for the closure. I assure you that I am willing to comply with TransferWise's rules and regulations if given the opportunity. I respect your decision. If reactivating my account is not possible, I wish to inform you that I intended to use the funds to purchase items online for my forthcoming child. My wife is pregnant, and we are eagerly anticipating the arrival of our baby. I kindly request the release of the remaining balance and pending transactions to assist with these purchases and cover hospital expenses. The funds in my TransferWise account are crucial for these purposes, and I implore you to expedite the transfer to support our baby's needs and medical bills. Please expedite the transfer to my account at your earliest convenience to assist us during this critical time. TransferWise Account Details: Name: Jonathan Olusegun Amao Membership Number: P[redacted]4 Personal Account Details: Name: Jonathan Olusegun Amao IBAN: AE[redacted][redacted]1 Account Number: [redacted][redacted] Bank: Emirates NBD Thank you & Regards, Jonathan Olusegun Amao

I encountered an issue with a failed transaction. Accidentally, I transferred money from a different bank to Transferwise, resulting in only $84 being received in the Transferwise dollar account due to fees. Unfortunately, Transferwise did not accept the $84, and my attempt to return it to my bank was unsuccessful. Currently, the $84 is neither in Transferwise nor returned to my old bank account. I am seeking guidance on how to either receive the money in the Transferwise dollar account or have it returned to the other bank. Details of the transaction: From: Falk Engelbert Schoner Amount paid (including fee): $[redacted].34 USD Converted to: $[redacted] USD Exchange rate: 1.[redacted] Transfer number: #[redacted]49 Recipient details: To: Falk Engelbert Schoner Profile ID: [redacted]8

Contacting TransferWise's customer service has been increasingly difficult, especially now that email support ([redacted]) has been disabled. Instead, they only offer a link to the FAQ section, which is frustrating. For more than a year, I have been facing issues with receiving money on my TransferWise card, and despite being with them for over 2 years, the problem remains unresolved. The inability to directly reach out to TransferWise representatives is exasperating. When it comes to sending money from my card to a designated service, there are no issues, but receiving refunds or withdrawals poses a continuous challenge. Despite discussing this matter multiple times with their representatives, the problem persists, with my queries being passed around to different representatives and then abandoned. This ongoing situation is troublesome because I am mandated by law to utilize a TransferWise card for withdrawals since I initially used it for deposits.

I have previously used Transferwise with success, but am currently facing an issue. I have been attempting to send $[redacted] from my bank in Tucson, AZ to my bank in Jalisco, MX for a few days now. Despite contacting my bank in Tucson, who confirmed no issues or holds on the money, I am still unable to make the transfer. Even after canceling previous unsuccessful transactions, I continue to receive an error message stating insufficient funds, although my bank account clearly shows enough funds for the transfer. This seems to be a problem on the Transferwise side. Could you kindly review my Transferwise account to ensure there are no pending transfers, holds, or other issues blocking the transaction from Tucson to Jalisco? Thank you.

Hello, my name is Luiz Carlos Martins Duarte da Silva. I relocated from Brazil to Ireland over a year ago. Upon moving, I transferred funds through my previous TransferWise account. Recently, I mistakenly sent €5,[redacted] to my old account instead of my new EU account, which no longer exists. I have evidence of the transaction and can provide the required documentation for verification purposes. Please advise on the specific documents you need to assist with this matter. Contact me at +[redacted]15. Thank you, Luiz Martins.

Hello, my name is Mary from Mexico. I recently sent money to someone in Tanzania. The first person received the money, but the second person did not. The app confirmation shows that the money was transferred to the second person's account, but they claim they never received it. The individual's name is Hawa Thomas. The card number used was 5[redacted] 0[redacted], with the beneficiary bank being [redacted]. The expected delivery date was August 28th. I would greatly appreciate any help with this matter.

I am frustrated with the inability to update my debit card details to pay a bill. In the past, I could easily contact customer service by phone. Now, I am experiencing difficulty updating my information online. This process has been extremely frustrating and unnecessarily complex. I even had to contact my debit card provider at an inconvenient hour to resolve the issue. I hope for a prompt resolution before I wake up. Please contact me on the mobile number provided.

I previously had an account registered under [redacted] Recently, I updated my email to [redacted] However, when I attempt to log in using [redacted], I receive a notification indicating that there is still an account linked to [redacted] I was advised by TransferWise to await an email with further instructions after changing my email address. I followed the initial instructions by verifying my new email ([redacted]) and setting a new password, but the system keeps prompting me of the original account under [redacted] I am stuck in a loop expecting additional guidance from TransferWise via email but have not received any follow-up messages.

Subject: Assistance Needed with Overdue Transfer Hello, I am writing to address an issue regarding a transfer of €[redacted] made on 11.9.[redacted] to account GB05 LOYD 7[redacted] [redacted] 62 at LOYD Bank in London for Hazrat Billal. Despite receiving confirmation of the transfer, the recipient has not received the funds. Following a conversation with Mrs. Kersten from your customer service team on 16.9.20, it was suggested that the transfer may have been rejected due to the recipient having a different type of account. The bank was supposed to return the money back to TransferWise, but this has not happened. Mr. Billal has approached LOYD Bank, who claim they have not received the funds and advise the sender, me, to trace the transaction. I kindly request your assistance in resolving this matter. It is concerning that the €[redacted] appears to be missing, causing considerable discomfort. I initiated this transfer with trust in a seamless process and find myself in a challenging situation now. Thank you for your attention to this matter. Sincerely, Dr. Andresen-Dannhauer

Hello Support Team, On September 30th, [redacted], I attempted to transfer 16,[redacted].00 baht from my German Wirecard bank account via Transferwise but was unsuccessful. Wirecard bank rejected the transaction, leading me to cancel it. Subsequently, on the same day, I sent a transfer of [redacted] euros to transferwise. I intended to fund my Euro account at transferwise and complete the previously cancelled 16,[redacted].00 baht transfer. However, transferwise contacted me stating that I had initiated a 16,[redacted] euro payment, requiring an additional payment as [redacted] euros was insufficient. The transfer was meant for Ms. Vipavadee Rattanapet in 16,[redacted] baht, not euros. Now, transferwise informed me they will refund 16,[redacted] euros to my German account due to the currency error in the transfer process to Ms. Vipavadee Rattanapet. Please credit the [redacted] euros to my EU transferwise account promptly, as I rely on this money for living expenses. Thank you, Jürgen Klasing

I frequently receive dividends in Australian Dollars (AUD) from Link Market Services and would like to transfer these payments directly to my ASB Bank account in Auckland, New Zealand in the same currency. I am willing to cover any foreign exchange fees applicable for this transfer, even though no currency conversion is necessary. Is it feasible to arrange for the funds to be sent to my New Zealand AUD account with ASB Bank? This service could benefit many non-resident shareholders like myself. The only adjustment required would be inputting the SWIFT Code for the New Zealand bank instead of a BSB Code on your website. Thank you.

I've been a loyal TransferWise customer for over 5 years without any issues until recently. I encountered a login problem where despite using the correct password, the system claimed it was wrong. Following a password reset request, I received an email but clicking the reset link only redirected me back to the login page. Despite multiple attempts to contact TransferWise via email and phone, my issues were unresolved. Eventually, after a lengthy call, a temporary password was set allowing me to proceed with my transfers. However, my subsequent attempts to transfer funds faced the same login obstacles. Even trying to open a new account on a different email address proved futile, leading to significant time delays when trying to reach customer support. Despite promises of callbacks, I was left waiting. Meanwhile, when my wife used her TransferWise account for a transfer, it was successful. The prolonged process not only caused frustration but also resulted in financial losses due to exchange rate fluctuations. It seems that despite their promise to improve service based on call recordings, TransferWise fell short in addressing my ongoing login issues efficiently.

Dear Sir or Madam, I have recently completed a money transfer to Brazil through your service. I have additional inquiries that I would like to address directly with you. I am planning to retire at the end of [redacted] and will be spending my pension in Brazil as a German citizen married to a Brazilian national. I have learned from your website that TransferWiese offers a way to receive pensions from Germany in Brazil. Currently, only my wife has an account in Brazil, but after applying for family reunification, I will obtain a tax number to establish my own account in Brazil. I have two specific questions: 1. I have transferred €1,[redacted] to my wife's account this Monday and would like to send an additional €9,[redacted] from my savings. I am able to provide documentation supporting this transfer, such as a bank statement or notary contract from the sale of my property. 2. Upon my retirement in [redacted], I will need a bank that can facilitate the transfer of my pension to Brazil from the German Pension Office. I appreciate your prompt response. Best regards, Dietmar Eckert