Wise Customer Service Issues

My Spanish lawyer has sent me a copy of my late mother's Sabadell Spanish bank statements. I discovered that large sums of money are missing from my mother's Transferwise account, accessed after her passing. Trustly Consumer Service advised me to contact you as the merchant. Please provide your email address so I can forward the bank statements. I am seeking assistance in identifying where the funds were transferred, the individuals involved, and their bank account information. This situation involves criminal activity, and I must gather all details to report it to the authorities. Thank you for your cooperation.

I made a transfer on December 7th, [redacted], using the bank transfer option, and it was supposed to reach by December 8th, [redacted], as indicated in the TransferWise application. However, today it is showing that it will reach tomorrow. The rate at which I transferred the money was 8.79, and now it has reduced to 8.68 in just two days. TransferWise is still showing that the bank has not transferred the money, but I have confirmed with the bank that they sent the money on December 8th. There seems to be a delay from your end as the money was supposed to arrive by December 8th, but now it will be December 10th. I would like to receive the same rate that was available on December 8th, [redacted]. I believe it is unfair for the customer to suffer due to this delay. Please contact me urgently to resolve this issue.

Membership number P[redacted] Dear Sirs, I received a notification from Deutsche Bank in Nürnberg stating that my Credit Card would be canceled due to Brexit, as I lack a permanent EU address. Subsequently, I opened a Multi Currency Account with your institution and obtained a MasterCard Debit Card for Euro transactions, provided there are sufficient funds. Today, I attempted to use the card for the first time to pay €52.97 on Amazon.de. Following the transaction, Amazon.de informed me that the payment was declined. There is €[redacted].99 in my account, more than enough to cover the €52.97 purchase. I am disappointed by the declined payment and seek clarification. I have been using TransferWise to transfer my Euro pension to my UK account for two and a half years without issues. If I am unable to use the MasterCard for Euro transactions, it defeats its purpose. I understand the need for adequate funds but, in this case, there were ample funds for the transaction. Kindly investigate and explain why the payment was declined. If the MasterCard is limited to GBP transactions, please advise on how to proceed with Euro payments, as I prefer avoiding a GBP Credit Card. Looking forward to your prompt response. Yours sincerely, A. Bennett

Good morning, I am encountering an issue with my account while trying to make a transfer from Brazil to Portugal. Upon entering my Brazilian CPF number, the system indicates that it is already linked to another account, which I do not have. I kindly request assistance in resolving this matter so that I can proceed with the transfer using the mentioned account. Thank you for your attention and assistance. Best regards, Mirela S.

Hello, I am Rosy Yap, writing to inform you that I have transferred $[redacted] CAD from my Joining account to TW to pay my supplier. They are ready to ship the goods but are waiting for the balance payment. I encountered difficulties transferring the funds through my personal bank, TD Bank, for the second time. This is the second time I have transferred money from my Joining account with my husband, Philip Kim Teck Yap. I need these funds for my business and am disappointed by the issues I am facing. I hope to resolve this situation soon and would appreciate any assistance or guidance in overcoming this challenge. Thank you for your attention to this matter. Sincerely, Rosy Yap

Dear TW Staff, I am reaching out for assistance regarding issues with my debit card. Despite having funds available, I am unable to withdraw money as the transaction is being declined. I suspect someone may have tried to access my card erroneously, resulting in this problem. Furthermore, I am unable to access the TW mobile app as I cannot remember the password, which is linked to an old phone number. I kindly request your help in resetting my password and checking my account balance. I was expecting a deposit of around $93 from my employer, Meten Shenzen, yesterday, in addition to a previous salary from the same company. I am willing to provide my passport, ID photo, and debit card photo for verification purposes.

Dear TW Staff, I require assistance as I have forgotten my TW account password and no longer have access to the phone number associated with the account for the password reset code. I will supply you with a photo of my passport, ID card, and a picture of me holding the ID card/passport. Additionally, I will send a photo of my debit card to verify my identity. I kindly request the reset code be sent to my registered gmail account or to update my TW account with my new phone number. Furthermore, I am experiencing issues with using my debit card as transactions are being declined despite having a balance. There was a recent deposit of $92 from Meten company on 10.12., and I believe I have remaining funds from a prior payment by the same company. I am prepared to provide any necessary details for identity verification. Your prompt assistance is greatly appreciated. Thank you! Regards, izeta Karahodzic

Dear TW Staff, I require assistance as I have forgotten my TW account password and cannot access my old phone number linked to the account. Therefore, I am unable to receive the password reset code. I am willing to provide my passport, ID card photo, a picture of me holding the ID card/passport, and my debit card photo to verify my identity. I request that the reset code be sent to my registered gmail account or that the registered phone number on my TW account be changed to my new number. Furthermore, I need assistance in checking the status of my debit card as I am unable to withdraw cash, with transactions being declined despite having a balance. I received approximately $93 from Meten company on 10.12. and there should be some remaining amount from a previous payment by the same company. I am prepared to provide any necessary information for identity verification. Your prompt assistance is greatly appreciated. Thank you for your help! Kind regards, IZeta K.

Hello, I noticed Bangladeshi currency in my account with zero sent. I suspect someone accessed my iPad and obtained my IDs, as I am experiencing issues with all my gadgets. I want to refrain from using Apple Pay and need guidance on how to prevent this. I have transferred my money to a secure savings account, but I feel vulnerable until I resolve this at the Apple store. What would you recommend as my next step? Thank you, Eva Stavrou. Additionally, I prefer not to use Apple Pay for any transactions.

I recently received a suspicious bank receipt instructing me to send a payment to Adeyanju Yusuf Tunji for logistics expenses with the promise of reimbursement later. When they requested more money, it raised red flags for me. After involving the police, the fake documents were verified. I reached out to First Bank of Nigeria to prevent any funds from being withdrawn, but they require an official report to take action. I possess the official police file and seek assistance in resolving this matter.

Hello, I attempted to send $80 from Australia to India yesterday, but the recipient has not received it yet. The app is still showing a message that says, "We are verifying your ID," even though the money was deducted from my account. This transfer is crucial, so I would appreciate it if you could expedite the verification process. If it is not possible to complete this quickly, please cancel the transaction and refund my money promptly. This was my first time using the app, and I would like a resolution as soon as possible. Thank you, SK

I recently sent money from Australia to India on 12/12/[redacted]. I received an email confirming the transfer was successful. However, upon checking the status on TransferWise, I encountered the following message: "We sent your money to your recipient, but it got sent back to us. This is usually a technical issue - we'll try again in the next 1 minute." Could someone kindly investigate this issue and inform me when I can expect the funds to be deposited into my Indian account? Thank you, G.

I sent money from Australia to India on 12/12/[redacted]. I received an email confirming the debit to the recipient's account. Later, I received a message saying, "We are paying your money out again," which prompted me to cancel the transaction. The TransferWise app shows the status as 'Cancelled,' but the amount has not been credited back to my account. I would appreciate it if someone could investigate this issue. Thank you. - Praveen

Hello, I transferred money from Australia to India on December 12, [redacted]. I received a confirmation stating the transfer was successful. Shortly after, when I checked Transferwise for the transaction status, I was notified of a technical problem and that the money was returned to the bank. Although I cancelled the transaction, the funds have not been returned to my account. I kindly ask for prompt assistance in resolving this matter. Thank you.

Hello, I made a transfer from Australia to India on **********. I received a confirmation that the money had been transferred. However, shortly after, I checked TransferWise and saw a message stating there was a technical issue and the money was sent back to the bank. I cancelled the transaction but the funds have not been returned to my account. Please assist me with this matter promptly. Thank you.

I manage villas at Silver Sands Resort in Jamaica where many Villa Owners live abroad. They send funds to me via Western Union for maintaining their homes, paying staff, and utility bills. Today, I visited Western Union to collect a transaction on behalf of a homeowner but was informed that I was blocked. I need to understand the reason for this as I am not engaging in any illegal activities.

Dear Sirs, I am having trouble accessing my account on the Transferwise website. The webpage is not displaying the usual options, and I am unable to view my account balance. This is very strange and concerning. My account number is [redacted]50, and the account holder is Antolia located at [redacted] Biscayne Blvd, st221-Aventura, FL [redacted]. Could you kindly confirm if my account is still open and provide guidance on how to regain access? Thank you for your assistance. Best regards, Christian Müller

My name is Samuel Maina, and my membership ID is P[redacted]2. I was expecting a payment of slightly over $[redacted] from Moresby Inc (ref: Constant C) via Transferwise on December 15 or December 16, [redacted]. I reached out to Moresby on December 16, [redacted], and they verified that the payment was sent. However, I have yet to receive any notification from Transferwise regarding the payment, which is unusual. The payment does not appear on my Transferwise Activity dashboard. I am unsure if the money is being transferred to my bank account since I did not receive the typical request for bank account details with the Transferwise notification. I am seeking clarification on whether Transferwise has received the payment from Moresby Inc (ref: Constant C) and if it is being processed to my bank account (bank account details are on file with Transferwise). Thank you for your assistance.

I need to send money to a recipient with a classic account number, IBAN, and Swift code within QNB. However, I am having trouble adding all the necessary information in the Transferwise app, as there doesn't seem to be enough space. Additionally, I am unsure about what a routing number is. The transfer is intended for Turkey, and my previous USD transfer was rejected due to an incorrect routing number that I found online. This transfer is urgent, and I would like guidance on how to proceed to ensure that it is done correctly. Thank you.

Hello, I have a business Transfer account, as does a friend of mine. Recently, I received money from my friend, but it was sent from a non-TransferWise account using TransferWise. The issue arose when the IBAN displayed as BE48 9[redacted] [redacted], leading me to assume it was her IBAN, although it reflected on my account, not hers. About three weeks ago, a payment of [redacted] euros was mistakenly made by Dirk Willy Reynders, but now the money seems to have disappeared as it was sent to the aforementioned IBAN. Can you please assist in returning it to the sender? Or provide guidance on what steps we can take? Thank you