TransferWise Customer Service Issues

Subject: Assistance Needed with Wise Phone Number Change Hello Barnaby, I received your request to change your Wise phone number. To proceed, we need to verify your identity. Please click on the button below to initiate the process. Change your phone number If you did not request this change, you can disregard this email. Thank you, The Wise Team If you wish to modify our communication preferences, please adjust your Notification Settings. Unfortunately, we are unable to receive responses via this email. For assistance, please refer to our Help Centre. This message is from Wise, and your use of our services implies acceptance of our customer agreements. © Wise [redacted]. All rights reserved. Please address any concerns or queries to the provided contact form reference number. Approximately 20 days ago, you froze a payment of 93 oz from a former acquaintance due to a phone number change incident coinciding with my current predicament in Peru. Despite assurances in an email, I have not received the refund to facilitate an alternative transfer as promised. Can you help by allowing direct communication or providing further guidance? I appreciate your attention to this matter beyond automated responses.

Hello, I am Amit Kumar Shrestha, a student in Germany and a user of Wise services. On 22.06.[redacted], I made a transfer of [redacted] euros from my Commerzbank account to my friend Muhammad Muhammad's Wise account. However, my friend has not received the amount, and as a student, this sum of money is significant to me. I need assistance in finding out the reason for the delay because my friend is unwilling to pay me until he receives the money. I have provided my Commerzbank account details and my friend's Wise account details for your reference. Any help in resolving this issue would be greatly appreciated. If you require further information, please contact me via email. Thank you for your support.

I encountered an issue stating "Sorry you have been blocked" on the webpage when trying to transfer money from the U.S. to Japan. This was my second attempt to send $15,[redacted] to my account in Japan today. I do not have the transaction number for the second transfer. The first transfer number was [redacted]62, which was for $15,[redacted] yesterday. I received an email from Wise regarding a "transfer fee-free" campaign, and I clicked on it. Subsequently, I faced this issue. Kindly assist me in accessing my account promptly. Thank you. Takao Sugama

Good afternoon, I am expecting a bequest of a large sum of money from the USA. After a phone call with Customer Support, I opened a dollar account. I plan to transfer it to my pound sterling account and know it will be converted at the daily exchange rate plus a fee of approximately £4.00. I learned there will be no fee when my dollar account is credited. I will then transfer most of it to an investment company in pounds sterling. I wish to know if there will be a fee for this transfer. I would appreciate a written response clarifying these details. Sometimes I get confused, and having all the facts in writing helps me ensure I understand everything correctly. Thank you in advance for your assistance. Kind Regards, R.C.

My name is Temar Walid from Algeria. I can be reached at +[redacted]77 or +[redacted]21, or contacted via email at [redacted] I have a personal bank account with TransferWise Bank and a Visa Card ending in [redacted]. I kindly request the activation feature for my Visa Card within the TransferWise Bank app using my registered phone number, without needing to use an ATM. This feature would simplify the activation process through the app and the phone number associated with my bank account. I ask TransferWise to consider adding this activation feature for Visa Cards in their mobile application.

Hello, I am Farah Rejwana from Sweden. Yesterday, I created a Wise account and added $[redacted] from my personal Swedish bank account. As a first-time user, I did not check the exchange rate beforehand and noticed that it was higher than usual. Today, I attempted to add $[redacted] with an exchange rate of 10.53 Swedish Kronor, expecting it to be around [redacted].66 kr. However, [redacted] kr was deducted from my account, which is significantly more. I am concerned about this discrepancy and would like to request a refund of the excess amount. Although I initially appreciated the speedy service provided by Wise, I am now disappointed and would like this matter resolved promptly. Thank you for addressing this issue promptly. Best regards, Farah Rejwana

I need to update my contact number on my Wise account due to not being able to receive SMS codes on my old number. The bank contacts me on my new number, +49[redacted], but my account still has my old number. This has caused login issues for weeks. Please assist in updating my Wise account with my current number. It's frustrating not being able to log in due to SMS codes being sent to the old number. Thank you. Regards, Woman. S. K. Grdinic Email: [redacted]

Hello, I am currently facing challenges transferring funds from my Canadian CIBC Bank account to my Wise account. I have provided my bank advisor with the necessary details, including the account number, transit number, institution number, and Wise Payments Canada Inc. address in Ottawa. Despite this, my advisor seems confused and has raised questions about "Peoples Trust Company" and the necessity of a Swift Code. I seek guidance on how I can facilitate a smooth transfer of $50,[redacted] from my CIBC Bank account in Timmins, Ontario, to Wise. Could you kindly assist me in creating a clear guide that I can provide to my bank advisor to ensure a successful transaction? Thank you in advance for your assistance. Sincerely, Gerlinde B.

Vienna, July 22, [redacted] In April, Dr. Marija Dalbello from Rutgers University made a 90 EUR transfer to Gesellschaft für Buchforschung in Austria. The transaction number is #[redacted]47. Dr. Dalbello received a message confirming the transfer reached Gesellschaft für Buchforschung within 9 seconds. Please note our account details for Bank Austria: IBAN: AT72 1[redacted] 0[redacted] BIC: BKAUATWW After contacting Dr. Dalbello, I learned she made the EUR 90 payment, yet there is no record of Wise transferring the money to our Vienna account. I am unsure if the money was sent to our IBAN, but there is no evidence of it in our bank statements. I kindly request you investigate this matter. Warm regards from Vienna, Dr. Murray G. Hall

Dear Wise Service, I am distressed as my account has been closed, and no one has provided clear guidance on retrieving my funds. Despite opening a new account as advised, I am uncertain if my monthly payments will be directed to the closed account or if they are being processed as intended. I am worried as I receive payments from multiple sources in Germany and the UK. My European bank is associated with Wise, and I have transitioned all payments to this platform. The lack of personalized assistance and unresolved fraudulent activity claim using a Wise credit card I do not possess have left me feeling helpless. I seek clarification on the status of my payments and hope for a swift resolution to this issue. Sincerely, W. Heinze

Sehr geehrte Damen und Herren, Ich bin Davit Khorbaladze und ein treuer Kunde von Ihnen, der monatlich Geld nach Georgien überweist. Bei meiner letzten Überweisung am 30.06.[redacted] an Suliko Khorbaladze gab es Probleme: Ich habe [redacted],92 EURO gesendet, aber der Empfänger erhielt nur [redacted],00 Euro. Ihre Bestätigung besagte, dass [redacted],00 Euro ausgezahlt wurden. Könnten Sie bitte überprüfen, warum so viele Überweisungsgebühren abgezogen wurden? Für zukünftige Transaktionen nach Georgien würde ich gerne wissen, ob weiterhin günstige Überweisungen möglich sind. Vielen Dank im Voraus für Ihre Antwort. Mit freundlichen Grüßen, Davit Khorbaladze Alter Mühlenweg 20 [redacted] Saarbrücken, Deutschland

My Wise account has been deactivated without any explanation. Despite the website stating that remaining funds would be refunded to our original source, we have not received any money after 14 days. The issue lies in the fact that I am unable to launch an appeal through my account due to its deactivation. This has led me in circles as the Help Centre is unhelpful, repeatedly instructing me to make an appeal that I cannot access. Currently, the phone line is unmanned and the live chat support is also unavailable. This situation has caused us immense stress, sleepless nights, and financial difficulties. Any suggestions on how to proceed would be appreciated.

Hello, I am experiencing difficulties accessing my account and suspect that I may have inadvertently created a new one. In late [redacted], I interacted with ADS BANC, where I was instructed to open an account. A representative named Mia then engaged in currency exchanges. Subsequently, I have various accounts with different banks. Regrettably, ADS BANC engaged in fraudulent activities within their advertising service. If it had been legitimate, it could have been beneficial, but unfortunately, it turned out to be a scam. I had ongoing conversations with them for over a year believing I had conducted thorough research. I am eager to speak with someone about possibly recovering my original account and addressing how I made payments through TransferWise.

I sent a transfer to a non-bank aligned GCash account in the Philippines last night which has been used before. I received an explanation from Wise about banking delays over the weekend, stating it may take 2 to 3 days for delivery. I urgently need this transfer to help a baby with pneumonia and measles get to the hospital. I have already paid the fees to send the money and expect better service than what has been provided. The transfer number is [redacted]22. Please consider the urgency of this situation and ensure the transfer is processed promptly.

My name is D. Stephenson from Miles, Queensland, Australia. Unfortunately, I fell victim to a scam by someone claiming to be from IDCARE and lost approximately $10,[redacted]. The scammer made unauthorized transfers from my Commonwealth Bank Account using International Money Transfers. I've used your services twice and today, I received emails notifying me that a transfer of $[redacted].10 to JP Morgan Chase Bank in Sydney was stopped by the bank using Poli. I want to inform you that I did not authorize this transaction. Rest assured, I will not be making any more payments soon as I'll be visiting my partner, N. Somwong in Thailand in two weeks. The scammer has attempted to make multiple transfers, but I appreciate that you've been able to prevent most of them. Please cancel any ongoing transfers. Feel free to contact me at [redacted] for further discussion.

Beste dames en heren, Ik wil graag jullie aandacht vragen voor mijn recente geldoverboeking naar Thailand onder transportnummer #[redacted]60. Normaal gesproken staat het geld binnen 2 minuten op de bankrekening van mijn zus, echter wacht ik nu al drie dagen. Vanavond heb ik opnieuw geld overgemaakt en dit stond wel weer binnen 2 minuten op de rekening. Waarom duurt het nu drie dagen in plaats van de gebruikelijke 2 minuten? Dit probleem heb ik nog niet eerder ervaren en het is erg dringend, aangezien mijn zus vandaag schoolkosten moet betalen. Ik heb altijd vertrouwd op jullie bedrijf voor tijdige overboekingen en waardeer het als dit spoedig opgelost kan worden, zodat mijn zus vandaag nog over het geld kan beschikken. Haar schoolgang is ervan afhankelijk en het is cruciaal dat dit snel wordt opgelost. Met vriendelijke groet, Thongsa Khokseenok

Hello Lisanne, I transferred money to Thailand on Thursday evening. Normally, the money is in my sister's bank account within 2 minutes. I transferred the money on Thursday evening, and it's been three days now. Today is Friday, so I tried transferring money to my sister again. However, the money normally arrives within 2 minutes. Why do I have to wait three days for the transfer from Thursday? I've never had issues with this before. My sister needs to pay her school fees today. Please, can you sort this out for me? I have always trusted your company. The money always arrives on time. I hope you can help me resolve this issue. Please make sure the money arrives on time for my sister. She needs the money today to pay for her schooling. Please process my payment as soon as possible. It has to be done today for my sister. Thank you in advance. Best regards, Thongsa Khokseenok

Dear all, My name is Cristian-Vasile Achim. On June 6, I initiated a transfer of [redacted] euros to Amaidy Gonzalez Gonzalez's Wise account. Despite Wise rejecting the transfer, I was told the money would return to my account by July 20 with transfer number [redacted]92. However, I have yet to receive the refund. Amaidy enquired on August 2 and was informed the transfer had been processed, yet I still haven't received the funds. I require the Archive ID linked to the refund to address this with my bank. Additionally, I seek clarification on the transfer date for my records. Best regards, Cristian

On July 25, [redacted], I fell victim to a scam through a text message where an imposter posed as my daughter in urgent need of replacing her lost phone and requested to use my ANZ Visa credit card. Consequently, AUS$[redacted].22 was promptly transferred to Wise, possibly converted to Euros. Realizing the scam within 20 minutes, I immediately cancelled my credit card at the ANZ Bank Penrith Branch where I was reassured that the transaction couldn't proceed due to the cancellation. However, after four weeks, the bank informed me via phone call that they were unable to stop the transaction and advised me to contact Wise. Despite my insistence that the bank did not advise me to do so initially, I am now following their recommendation and notifying Wise. Unable to provide further information, I am reaching out to request assistance in addressing this matter. Thank you. Peter D.

I am writing to report a fraudulent incident involving Helen Pantlin and two accounts at your bank. She falsely posed as a lawyer representing Mrs. Cherie Holmes-Harter, a supposed landlord, and deceived us into transferring money for a deposit and rent for a non-existent flat. The account details are as follows: Account 1: Account Number: [redacted]9 Sort Code: 23-14-70 Account 2: Account Number: [redacted]5 Sort Code: 23-18-84 The individual involved is Helen Pantlin. We have already involved the police and seek your cooperation in investigating these accounts and the person behind them. We urgently need to recover our funds, as they were our only savings for another deposit. The initial transfer of £[redacted] was made on August 9, [redacted], followed by another £[redacted] on August 12, [redacted], both from Roxane Abrahams. Your assistance in this matter would be greatly appreciated, as we are struggling to resolve this distressing situation. Thank you for your attention to this issue. Sincerely, Frederique Abrahams.