Wise Customer Service Issues

I need assistance. I am Mr. Jean Claude Dupont, and I have a joint account with Mrs. Dupont, Kaewa Jaijina. I am having issues with setting up regular transfers for pension payments to France and family members. The TransferWise transfer has encountered a problem, and I have been contacted to verify the payment source from my bank. However, I am facing difficulties with the process due to language barriers and technical challenges. Furthermore, there has been a fraudulent attempt asking for my credit card details, which I have reported to my bank. This incident has caused delays in receiving my new card in Thailand. I urge for support to resolve these issues promptly. Kind regards, JC Dupont.

Hello Sir, My name is Bhumika Shah from India, currently working in Dublin for Amazon. I want to report fraud against one account. Country: Philippines Bank: BPI (Bank of the Philippines Island) Account Name: Arce Aranzado Saavedra Account Number: [redacted] Address: [redacted] Roxas Boulevard, Corner City: Manila Postal Code: [redacted] Phone Number: [redacted] This person is engaging in online fraud through a Facebook page selling mobile phones, receiving payment but not delivering products. They convinced me to assist in selling the phones and posting ads. They transferred customer funds into my account and then directed payments to the mentioned account. I request to block the account with Account Number: [redacted]. Thank you, Bhumika Shah

Dear Customer Service, I received a money transfer from Kalyan for an amount of [redacted].10 USD on 1st Sunday. I was advised that my money is on its way to my bank and should be reaching soon as of today at 11:20 pm. I noticed a difference between the amount received and the remittance amount, which was supposed to be [redacted].23 USD. Could you kindly explain this discrepancy to me? Thank you, Carlo Veera

Hello, I have been a loyal customer of Transferwise for many years and I hold an account with Transferwise's bank. Historically, I've always deposited money into your bank before initiating the transfer process and everything has gone smoothly. However, on November 4th, I encountered an issue where after depositing money into your bank and waiting for 5 days, I realized that the funds were returned to my Chase bank. Today, when I attempted another transfer, I noticed that the rate was different. I am wondering if it's possible to be refunded for this difference. Thank you, R. W.

Hello, I recently encountered a situation when selling clothes online. A woman claimed she would transfer money via PayPal to cover the cost of shipping. Despite sending two payments through TransferWise due to fake PayPal messages, the situation escalated. I was informed I won 50,[redacted] euros but needed to send 5,[redacted] euros as a fee to receive the funds. The fake PayPal insists the money be sent to the lady. They have my IBAN, country, city, and address details. I need advice on how to handle this and possibly recover part of my funds.

Hello, I need to add your TransferWise bank account as one of my recipients in my Chase bank account. The bank address you provided on Montgomery St. in SF differs from the default one displayed by my bank. I want to verify the information to ensure it is correct before my bank validates it. I don't want to risk being denied and waste additional time. Here is the bank information and recipient details: Bank information: Routing Number: ...[redacted] Bank Country: United States Address: [redacted] Soquel Dr City: Aptos State: California ZIP Code: [redacted] Recipient information: Recipient Country: United States Recipient Name: TransferWise Inc Recipient Nickname: TransferWise Inc Address: 19 W 24th Street Floor 9 City: New York State: New York ZIP Code: [redacted] Thank you, Luis

I want to report an unauthorized transaction on my TransferWise account amounting to [redacted] Euros that occurred on 03.11.[redacted]. I noticed the transaction on 05.11.[redacted] and have been unable to access both my TransferWise and Indian Bank accounts since then. I have informed Deutsche Bank as well since the transaction was made using the Debit Card Plus linked to my TransferWise account without my authorization. The banks are investigating the matter, but I suspect both my TransferWise and Indian Bank accounts may have been hacked. I have already reported this to the bank and urge for necessary actions to be taken to recover the funds. Additionally, I believe my ICICI Bank account has also been compromised as I am unable to view any transactions since 01.11.[redacted]. Your help in this matter would be greatly appreciated.

1) My Transferwise account setup was completed weeks ago, and I successfully sent a "Test transfer" to Thailand to prepare for a larger transfer of $10,[redacted] after harvesting timber from my land. The funds were received smoothly. Now that the timber work is finished, the money is in my savings account linked to Transferwise. I want to transfer $10,[redacted] from my personal bank account through Transferwise to the same recipient in Thailand. I am struggling to find a clear way to do this and want to ensure it reaches the correct person. Despite spending 3 hours searching, I couldn't figure it out and now seek professional assistance. #2: I extensively searched for help within Transferwise, including looking for a phone number, how-to guides, and help desk support to transfer money but found no useful information. Oddly, after giving up in the app, I found help by searching outside of it. As someone who led a user interface design team for the US government before retiring, I am surprised and disappointed by this experience today.

I have two screenshots that could assist in investigating this issue. I made a payment from my bank account online yesterday at 10 PM using the payment method provided by the company. They assured me that they would receive the money today, but when I checked the website, it indicated that the transfer should have been completed by now. After researching, I found that it typically takes 2-3 days for the money to be received, but the website stated it would be done in 1 day. I am concerned about whether the money went through correctly and if the site is experiencing issues. I cannot afford to lose this sum of money, so any clarification would be greatly appreciated.

I have cancelled the transfer with Transfer # [redacted]52. My South African bank advised me of additional fees due to the transfer not being from a bank. I halted the transfer process until I can speak with someone from Transferwise to clarify how the accepting bank fees are included in the calculations. I made sure to cancel before any funds were deducted from my USA account. When prompted if the payment was made, I was unsure as I had input the amount you deposited into my account to initiate the transfer but the money had not been withdrawn yet. Since "Paid" was the default option, I left it as is. I aim to ensure the cancellation is processed correctly. I will be contacting Transferwise tomorrow to ascertain if the estimated fees cover the accepting bank fees and if not, what those charges would amount to. I want to understand why these costs differ when compared to transactions with a regular bank. Best regards, Kristen Furseth

I am still waiting for a response from you, even after several reminders. Please assist me. Thank you. JACEK BEDNAREK Nov 12, [redacted] at 15:25 UTC+1 Hello Csanad, In response to your email today, I kindly request a refund of my funds from my TransferWise account to my business account - N26 Business account. Company Name: PLACEMENT GESTION ET FINANCE (as per the commercial register already sent) Bank Account Name: JACEK BEDNAREK (N26 Business account for sole traders) IBAN Account Number: DE88 1[redacted] 2[redacted] 98 BIC Bank Code: NTSBDEB1XXX I am requesting the refund to close the account in EURO currency. Attached, please find my bank statement (RIB), commercial register, copy of my residence permit, and a note "N26 Business account" already sent. Looking forward to the transfer of the balance to my N26 Business account, please accept, M. Csanad, the expression of my distinguished feelings. Jacek JACEK BEDNAREK Nov 5, [redacted] at 14:40 UTC+1 Hello Camille, please close my account and transfer the balance to the following business account: IBAN: DE69 6[redacted] 0[redacted] 04 SWIFT Code: PBNKDEFF Name: Miroslav Varbanov Description: Placement Gestion et Finance - Jacek Bednarek Attached is a copy of the bank statement. Thank you in advance. Jacek

I recently tried to send money to a friend in Switzerland. After entering the address and IBAN details, I clicked "send" and nothing appeared to happen. I clicked "send" again but got the same response. I can't see any pending transfers in my account (not sure if I'm looking in the correct place) and I'm worried I may have accidentally sent the money twice. I also have a query about the "balance" option. When I selected to use my balance to pay for the transfer, I assumed it referred to my checking account balance rather than my TransferWise balance (which I don’t have). I now wonder if this caused the transfer to not proceed. I'd appreciate clarification on these issues before attempting another transfer.

Dear Sir or Madam, I am a freelancer from Serbia where your debit card is not available. I am interested in using Transferwise to receive payments and have a few questions. Firstly, if I apply for an e-residency in Estonia to get the Transferwise card, can it be sent to Serbia instead of Estonia for online use? Secondly, can I transfer money from Transferwise to PayPal, specifically from an Estonian account to a Serbian PayPal account? Lastly, if PayPal transfer is not an option, can I send money from Transferwise to a Serbian bank debit card to avoid high fees? I appreciate a detailed response to help me navigate taxes and bank fees efficiently. Best Regards, J.A.

I lost my phone and now I can't access my TransferWise account. When trying to update my phone number, I encountered an issue where the website keeps saying my selfie with my ID is too large even though it's only 1.6MB. I've attempted to upload the correct size for six days now, to no avail. I've made sure my settings match the website's instructions. I'm currently stuck without access. Any help would be greatly appreciated.

Subject: Correction Needed for Wire Transfer to South Africa I need to make a correction to the bank account number of my recipient in South Africa. The correct account number for Hippolitus Anyaehie Osuagwu at First National Bank in Johannesburg is [redacted][redacted]. The current account number on TransferWise is incorrect, and I am unable to update it on the website. My name is Leland McGee, and I can be reached at [redacted] or [redacted]. Your assistance in correcting this issue is greatly appreciated. Thank you.

I recently sent money via TransferWise from the U.S. to Brazil. The platform saved the recipient's details and my bank information. Today, when I tried to send more money, it required account verification through Plaid. Despite successfully linking my accounts, payment authorization failed, stating I entered the wrong bank account details. I didn't make any errors, but subsequent attempts continued to declare incorrect information. I need to resolve this promptly to send the money as intended.

I attempted to transfer funds from my Finnish Nordea account to my BofA account in the U.S. using the Transferwise mobile app or website. After successfully verifying myself through the Nordea Codes app, Trustly was unable to connect for the transfer. Instead of receiving an error message, the loading spinner just continued indefinitely. I tried using both my four-digit Nordea PIN and eight-digit User ID when prompted, but the issue persists. This situation is quite frustrating as I have completed similar transfers in the past without any problems.

Hello TW team, I am experiencing difficulties with your verification system. I have been trying to send pictures of my ID card, but have been unsuccessful. The funds I sent from my bank and Visa card are currently on hold, impacting recipients who rely on them for their livelihood. I urge you to review my account, where I have been making regular monthly transfers to the same recipients for years. Please respond promptly to provide clarity on when the funds can be released. My family members in the Philippines depend on this money for their basic needs. Thank you for your assistance. Sincerely, Loïc Aubry 29 rue du Père de la Croix, [redacted] Poitiers, France Email: loic.aubryx@gmail.

On December 2nd, I searched for TransferWise help center number on Google, and I found +[redacted]57. I called them for assistance, and they asked me to download the Quick Support application. After downloading it, they instructed me to deposit [redacted] euros into my TransferWise account and then send the money. However, I haven't received the money in my account. I have all the details of the bank where I sent the money. I am unsure of what steps to take next.

Subject: Inquiry about Obtaining Transferwise Card Dear Sir or Madam, I am a freelancer based in Serbia and I am interested in obtaining a Transferwise debit card due to the unavailability of your card in my country. I am considering applying for e-residency in Estonia to access the Transferwise card. Could you please clarify if I can receive the debit card in Serbia instead of Estonia and if it is necessary for it to be sent to Estonia for online use? Additionally, if I am successful in obtaining the Transferwise debit card through e-residency, I would like to know if I can transfer money from Transferwise to PayPal. While I have read about the benefits of using Transferwise on your blog, I could not find information about transferring funds to a PayPal account. Is it possible to send money from a Transferwise account in Estonia to a Serbian PayPal account? As I aim to avoid high bank fees by not transferring directly to my bank account, I am also curious if it is feasible to send money from Transferwise to a Serbian bank debit card. I would greatly appreciate a comprehensive response to these inquiries as I am seeking an alternative to reduce expenses associated with taxes and banking fees. Thank you in advance for your prompt and detailed assistance. Best Regards, J.A.