Wise Payments
Reviews and Complaints

So, I was trying to send some money to my friend who lives in another country. I heard about Wise and decided to give it a try. The process was pretty easy and straightforward, and I was happy with the exchange rate they offered me. I made the transfer and waited for my friend to receive the money.

However, my friend never received the money. I contacted Wise customer support, and they told me that there was an issue with the transfer and that they would refund me the money. I was relieved to hear that, but it's been more than two months now, and I still haven't received the refund.

I've been in touch with their customer support multiple times, and they keep telling me that they are working on it and that I should be patient. But it's frustrating to wait for so long, especially when it's a significant amount of money.

Overall, I'm disappointed with my experience with Wise. While the process of making the transfer was easy, their customer support has been lacking. I hope they can resolve this issue soon and refund me my money.

I recently had an experience with Wise that left me feeling quite dissatisfied. I had been using the platform for some time and had accumulated a significant amount of money in my account. However, to my surprise, my account was suddenly closed without any warning or explanation.

When I reached out to customer support to inquire about the reason for the closure, I was told that I had not provided sufficient proof of the origin of my funds. Despite sending in all of my bank statements and other relevant documentation, I was still met with silence from the Wise team.

What's more, I was shocked to discover that the platform's terms and conditions allow for accounts to be closed for a wide variety of reasons, some of which seem quite arbitrary. It felt like my account had been closed simply because Wise wanted it to be, without any real justification.

To make matters worse, the customer support team was not particularly helpful or responsive. While I had previously found them to be quite quick and efficient, this experience left me feeling frustrated and ignored.

Overall, I would not recommend Wise to others. While the platform may be useful for some, the risk of losing your money without warning or explanation is simply too great.

So, I had a bit of a nightmare when I tried to use Remitly to send some cash to my family. It was a total disaster, so I decided to give Wise a go instead. I signed up and got to grips with their system, and then I decided to give it a whirl. I sent a small amount of money to someone in another country, and they got it in a different currency. It all went pretty smoothly, to be honest.

The Wise platform is pretty easy to use, and their fees are pretty reasonable. I like that they're upfront about what they charge, and there are no hidden fees or anything like that. For me, I just wanted to send some money to someone else, and Wise did exactly what I needed it to do.

The only downside is that they keep your money in their system for a few hours, and I'm not really sure why. I guess that's just how financial institutions work, though.

Overall, I've had a pretty good experience with Wise so far. I've done a few transfers, and everything has gone pretty smoothly. I'm still a bit cautious, though, because you never know what might happen. But for now, I'm pretty happy with Wise.

I had a terrible experience with Wise. They deactivated my account without any explanation and asked for my personal information, including my IBAN number. I had a significant amount of money in my account, over 4000 euros, and I was left in the dark about why my account was closed. When I called customer support, they refused to give me any information and said that the problem was under investigation. I was frustrated and confused, and I didn't know what to do.

After two weeks of waiting, I decided to file a complaint against Wise with the UK Financial Ombudsman. It was a long and tedious process, but eventually, they were forced to send me my money back. However, it took two months for me to receive my funds, and I was extremely disappointed with the whole experience.

If you ever find yourself in a similar situation, be aware that you will never get your money back without filing a complaint. As a financial auditor, I deal with fraud as part of my job, and I can tell you that what Wise does is a common strategy used by scammers. They rely on the authorities' incompetence to rob you blind, and they are very good at it. They have been taught by professionals how to pull this off, and they are experts at exploiting the faulty judicial system.

If you are outside the EU or USA, you will never see your money back because it's very hard for your authorities to intervene without going through court. If you are from the EU or USA, it will depend on the experience of the person who handles your complaint. This is organized crime wrapped around a faulty judicial system exploited by professionals. They bet on the fact that you will not go to court, and this is how they keep doing it.

Wise keeps their EU accounts in Germany, and I regret not suing them there instead of going to the Ombudsman. The authorities in Germany would have wrecked them, and people go to jail for less.

Their customer support is not stupid, and their procedures aren't complicated. It's a scheme! Here's how it works: all customers' internal IBANs are registered to Wise, which means that the customers actually keep their funds in Wise's bank accounts. This money earns interest for Wise ONLY because they are an e-money company (in EU) / money business (in USA and Canada), and such companies aren't legally allowed to pay interest to their customers. Therefore, they keep it all to themselves. This is why they have these so-called procedures to keep your money with them for as long as possible. They do not give their customers a reason for the delay to prolong the hold, thus forcing their customers to eventually address the authorities. This procedure takes at least 30 days, and that is why Wise says they will respond to the customer in 60 days. They assume the worst-case scenario where the customer writes to the authorities almost immediately, after which they give the money back and get away clean. Some customers are more gullible, and they keep their money for longer. If the customer does not address the authorities eventually, they lose the money. In the EU, after three years, the customer loses the right to go to court.

Wise has some shady lawyers, and I would advise anyone to stay away from them. It's not worth the risk, and you could end up losing a lot of money.

Maybe they bought all these reviews. This app has been nothing but a disappointment. I’ve only attempted to send money once with this app. This was two weeks ago and it still hasn’t gone through. It’s been extremely difficult to get their support to actually reply to an email and when they have they haven’t provided any info on why it’s taking so long.

update: Their developer reply to my review is just as useless. They have no shame trying to shift the blame towards me. They state that they likely didn’t receive my money which is absolutely false. If they didn’t receive my money why did the app state that they had received it and my transfer finally went through three weeks later after I put them on blast on Twitter? Apparently that was the only way to get their attention.

They also suggest getting in touch with their support. Which I already stated above I had tried and they took several days to reply. & I had to follow up several times to get the same useless canned replies.

While my transfer finally did go through three weeks later, it seemed it was only because I complained publicly on Twitter because their support was so horrendous. I received several twitter DMs from people who said they were experiencing the same thing. I absolutely do not recommend using this app. They very clearly are having problems keeping their operations up and running smoothly.

I’ll speak solely with what I have used Wise for.
In my case, I found this app looking for an efficient method to transfer money between my USD and EUR accounts.
I live in Spain, but I used to live in the US. I constantly need to transfer USD to EUR for my everyday expenditures here in Spain, but I also need to transfer EUR to USD because of stuff that I still pay with my US credit cards.
Wise has been my solution for that. And how magnificent has it been.

The interface is great and easy to understand. The pairing with my Bank Accounts was fast and easy. It remembers the previous transactions that I’ve made in case I want to repeat the same amounts, I can do it with just 2 taps. And it ALWAYS gives me the best rates. I often check the current official price of USD to EUR (or viceversa), and Wise’s exchange rate is always extremely close to it. Which is great. It means you save more money.

I’ve also had to contact Customer Support once in the 6 months I’ve used Wise, and my experience was great. I really have no complaints in regards to the customer service experience. I called with a problem, and they gave me a solution on the spot in just 15 minutes. Good stuff!

I’m very much looking forward to recommend and keep using Wise for currency exchange between my accounts in the foreseeable future!
If what you were looking for is a service that allows you to do exactly this, then look no further

TL;DR: Don’t use this app, you’ll simply waste your time. 0 stars if possible

So I opened a TransferWise account a few month ago to send myself money from my USA account to my Thailand bank accounts. I made the mistake to use apple’s hide my email feature during sign up. Wise deactivate my account without sending me an email. So when I need to send money I wasn’t aware my account wasn’t working until it was too late and I ended up look like an idiot. I might be so who know. Anyways I left a comment and Wise responded saying, I should appeal my account deactivation. Which I did and they kept it shut.

So months later, I’m opening an account with OpenCollective, a site where my company can publicly receive donations and contractors can request payments from set donations. Turns out that they use Wise to transfer the funds from my company account to my contractors account. I begrudgingly opened a Business account knowing how last time went…. And guess what? My business’ account has been shut down and I don’t know why and I needed to pay my contractors today. Also no email. I’ll go back to using Remitly. They have helped me for the past few months and I haven’t had any issue with them. I’m not endorsing Remitly and this is not a paid add, just look at the review on App Store, Remitly has more downloads and 5 stars, wise is slowing loosing the 5 stars.

All in all I’m done, gotta go pay some hardworking men and women. Good day.

Transferwise costs a little less, but it's not worth the risk. Don't ever trust the ETA in the app - they will admit to you that it can be off by DAYS, or WEEKS! Not hours, but days!

Transferwise is cutting corners to keep their prices lower. Unfortunately, for users, this means a high level of inconsistency with regard to the length of time your transfer will take. My current transfer started last Thursday, and it's now Wednesday and Transferwise has no idea where my (more than) $1000.00 transfer is at exactly. A transfer may take place over night. Then again, it may take a week, maybe more...it all depends. It depends on which bank Transferwise is using to handle their transfer process. Because they use different banks randomly. It depends on the amount of money you're sending - but they'll never tell you which amount will slow down your transfer. It depends on your bank, and it also depends on the recipient's bank. It depends on the day you make the transfer. And so on!

My first transfer happened over night. So I trusted transfer wise with a much larger transfer. Noe my money MIA. And what sort of apology have I received beside "I'm sorry?"

They said they would give me a free transfer AFTER I told them I'm not using Transferwise anymore.

Just use Western Union. Send the money and within minutes it's available. Sure it may cost more, but at least you'll have peace of mind, and the wait will be over within minutes.

This company should be ashamed of itself.

Their app is not working properly. I can’t even wire my own money to myself without having to reach out to customer service via email. Which by the way has a turnaround time of 2 days... everyone nowadays has a chat that you can reach out and TransferWise wants 2 days to get back to you via email!

Debit card: don’t try and order it unless you have 20 business days to wait for. Oh and $9 to pay for it... I still haven’t understood what did I pay this $9 for? Is it how much the material the card is made worth? Or is it your shipping fees for a card that it takes 5 weeks to get to my door? Or is it your amazing customer service?

Wire transfers: my bank charged me $3 for a 7k wire transfer... TransferWise charged $5.34 (nearly the double)...

Fees: multiple hidden fees that come out as your try and do more transactions... balance transfer fees, wire transfer fees and I’m sure they will be more that are somewhere written with small letters... their conversion rates are good but honestly nowadays most credit cards and banks offer currency exchange free of fees and some of them at the exchange rate that Morningstar has.

I bet you’ll go bankrupt soon or get acquired by an old-fashioned bank because I don’t know how you still have customers!

Do yourself a favor and don’t sign up for this crap that doesn’t even let you manage your own money without having to beg for some attention!

I opened an account because I wanted to pay my tuition fees at my European uni for my master’s program and I have been unable to do so... let alone that my money is stuck with TransferWise! Egregiously bad!

The app is buggy and out of sync with the corresponding emails.
I had high hopes to use this to send my daughter money in UA. First try looked good for a few days the got an email saying the transfer failed because you can only send UAH to Ukraine. It would have been nice to know a few days earlier. The email also said money was transfered to my TW account but it doesn’t show up anywhere in the app or website. It also said i could change her details and try again. She got a card in UAH so i updated her details and tried to resubmit the transfer. It wanted me to pay again so i cancelled. I ended up using western union to get the money to her. After a few weeks I finally contacted TW to find out where my money was. They told me the transfer was successful. I was doubtful but i asked my daughter to check all cards and sure enough the transfer was automatically made when i updated her details though no notification was given to her or me.
Ok lesson learned. A few days ago i tried to repeat the transaction. A day after the money was taken from my bank account i got an email saying “transaction cancelled”. I contacted TW to find out why and they said my account had been closed and gave me an email address to appeal this decision. I sent an email to ask why was my account closed. Sten-Eric sent a response saying “following further investigation we have decided not to reactivate your account” an also said “we will not be able to provide services to you”.
Looks like im being treated like a criminal or a potential criminal because the app is not well designed and proper notifications are not given. There are much better options out there

I’ve had a nightmare of experience, trying to send money to Japan through WISE. I’ve had to try and resubmit over a dozen times, customer service has no answers for me, when I speak to the recipients and their bank, they tell me that Wise keeps canceling the transfers, but when I ask Wise, they say that there is something wrong with the banking information I am providing. When we double check the recipient’s banking information, it turns out to be correct and the Japanese bank shows nothing on their end coming through from WISE. Every time I call customer service they give me some advice and I follow through on their instructions precisely and the transfer still doesn’t go through. I’ve wasted hours over multiple days trying over and over again and it’s very stressful, as well as creating a strain on my relationship with the recipient. This service is not what they advertise to be. I would proceed with caution. Particularly their customer service cannot give you any answers and keep leading you on, there seems to be no expertise in what they’re doing. They should not be advertising that they can make transfers as easily and swiftly as they say when they actually can’t. I also feel frustrated because I transferred a large sum into my account and then converted that sum into Japanese yen to send to Japan and now I will have to convert that yen back into dollars to transfer back to my US bank account. But I will lose money on the exchange rate as the yen is weaker right now. does wise do this so that they can hold onto your capital for as long as possible? I don’t know what the issue is, but all I know is that it’s been a miserable timesuck of an experience. I regret ever going this route.

In the past 2 years or so, have tried Money gram ( good to start with) and one time a Walmart employee somehow sent in USD to EUROS to Kiev Ukraine. My son in law upon trying to collect the money know I send USD asked for USD. Wow ! The receiving agent /s were jerks of the first order. Never mind, I tried to send it again, and it was NOT accepted ( as if I or the receiving party were Criminals). This was for just around $ 300 with a paltry $ 10 fees.

Then, went to Western Union and guess what ! ? $ 300 costed me A whopping $ 30 not that $ 30 is too much, but “ HELLO WU, were you going to include a bouquet of flowers with it to my wife too “. Had not much choice ( made remittance being short of time at an HEB on sawdust roads spring Tx 77386)

Then I once again tried Money gram after months, and same old declination.

Finally on research and word of mouth, heard about Transfer Wise. Sure, it is a bit more pain staking ( BUT, FOR ONLY THE 1st TIME)

Their fees ? just $ 4.60. Same amount. And, yes, there was one John who e mailed me back advising me as to how to navigate the Ukrainian.Russian language Bank account full of TOO many numbers and accounts.

Eventually, it is in transit as of this morning . Being a direct debit card account takes about 5 days, and in any case my wife in Ukraine always had to ask for favors requesting family and friends to pick it up from Those [censored]s at Money Gram.

Western Union were legalized $ thieves.

Glad account set up.

Well, keep getting ripped off but am glad I have a safe and secure mode and will give every piece of review and word of mouth.
In fact, that make me go next to reviews if Money Gram, WU and this God sent Transfer Wise.

My business stands with Transfer Wise...

Screw Money Gram... WU Was ok except fleecing $.

Good luck

Here’s what’s up: I haven’t yet tried the app as I currently access my account via safari. I will try the app and if I need to revise my review based on my experience with the app I will do so but first things first: I am here to write a stellar review.

I have complete faith in TransferWise’s commitment to excellence and
I wholeheartedly believe its customer focused business model speaks volumes for its capabilities and that is why I have complete confidence in the reliability of any product TransferWise offers.

I already know their app is going to be amazing because TransferWise is an amazing company.

I have been a TransferWise customer for several months now, I’ve used their service a dozen or more times, and each time I have been thoroughly satisfied. Every transaction I have completed with TransferWise has gone off without a hitch save one and TransferWise’s European representatives carefully and professionally worked to resolve the one issue they encountered in a timely manner. I am more than a satisfied customer—I am highly impressed with their commitment to customer care and I am grateful for the affordable and hassle-free money transfer service they provide.

In a nutshell, TransferWise provides unparalleled customer service along with reliability and speed. Their extremely affordable transfer rates are just icing on the cake.

I do not work for TransferWise. They don’t even know who I am. Who I am does not matter. What does matter is the fact that in today’s business climate, finding a company like TransferWise and knowing that they have my back is a breath of fresh air. For once I can finally say that my being a customer of a large company that handles
money transfers on a massive scale is a completely stress-free and thoroughly enjoyable experience and I actually look forward to doing business with them.

The app has some intuitive issues probably because it’s UI is designed by techies …

There are times when I just want to ‘move’ money within my WISE ecosystem and I find I must be very careful as your user interface is very generic so that I can make a mistake within my own account and maybe ‘send’ when I should ‘convert’ … do you know what I mean Wise?

For example, in the past 2 hours I paid AUD $2,000 from my Australian personal bank (ANZ) into my WISE AUD business account. It arrived in seconds. Then I wanted to ‘move’ the AUD $2,000 to my WISE USD business account. I expected to see my USD balance increase moments later … but nothing is happening…

Then as I look around my dashboard I see my AUD was converted to USD $1,330.52 but it’s in my WISE Personal wallet…

I believe I selected my USD business account at WISE !

How does that happen? Did I select the wrong account or what? The UI must be improved.

So I decide to correct this … I then send my USD $1,330.52 again to my Wise business account and expect to see my new balance momentarily …

But nothing …

Then I receive an email telling me my transfer can not proceed until my recipient (me) sets up my account correctly … I note this email also invites me to ‘Get Verified’ (a green button) …

I click on the ‘Get Verified’ green button …

Almost immediately I receive a response:

Words to the effect that everything is complete and I don’t need to do anything.

But I still can’t see my USD $1,330.52

Did I ‘send’ but should I have used ‘convert’ ?

Will these funds now take up to 2 days to reach my USD business account ?

WISE: possibly you can use this review to consider an alternative user interface for such a simple transaction ? Maybe because I’m the sender and receiver (one and the same person) an alternative ’flow’ option is necessary ?

Another thing … if there are hiccups you should let the user know.

Thanks

If I could give a zero I would. It may work for some people but I am sure they have done to others what they are doing to me. First, I recieved my card and activated it after creating my account. I originally put 50.00 in before I recieved my card. Once I had physical possession of it I transferred money into my TransferWise account over 2000.00. From there I went to the ATM to withdrawal a small amount, 500.00 of my deposit. I thought excellent, no problems. I was out of the country,(the reason I wanted the card in the first place). When I went to access additional funds at an ATM,(different day), I was denied. When I went online to try to understand why I couldn’t log in. I tried that many times. Days later I was informed that my account had been cancelled,(deactivated), via email. My only course of action was to file an appeal. There was a link to do that however it only took me to a sign in page that would not allow me to sign in. There was no link for I forgot my password and it wouldn’t have mattered because my account was deactivated therefore I had no username or password or account, no ability to sign in. I have sent many emails asking for my money. All they correspond is is to file an appeal and they can’t assist me due to they have no access to my information. When I tried to find the rules to owning an account the link takes me to webpages in another language,(ITALIAN I believe). There were no links to translate the pages to any other language. They say GLOBAL ASSISTANCE IN ALL LANGUAGES), that takes you to another page to assist Globally in the Italian language only. MY ADVICE TO ANYBODY USING OR CONSIDERING USING TRANSFERWISE IS DO NOT USE THEM BECAUSE THEY WANT TO STEAL YOUR MONEY! GOOD LUCK GETTING IT BACK BECAUSE THE COMPANY IS SET UP TO PREVENT RECEIVING YOUR FUNDS BACK. I broke no rules, I complied with all identity requests and verifications. There is NO reason why they should’ve closed/deactivated my account.

Yesterday I had a bad experience both with the Wise app and the Wise system in general. After many transfers made successfully, without a hitch and within the 30-45 minute time frame promised by the iPhone app I generally use, yesterday was a fiasco. I ordered a transfer a little after 4 PM and the funds arrived at Wise at 4:54 PM. So far so good. But then on checking the progress of the transfer in the IOS app, there was a message that the transfer was "paused" and that action on my part was needed. I searched everywhere on the app to find a way to "un-pause" the transfer but found nothing. Turns out that the only way to deal with a paused transfer is to cancel it, which I did. Since the funds had already left my bank account I was promised a refund in 4 to 10 days! Good news is I received the refund in my bank account before midnight. Very good Wise. However the bad news is that despite a promised time for the second transfer of 35 minutes to receive the funds in my foreign bank the screen said that the finds would be sent to my bank at 5 AM today. This was more than 12 hours after Wise received my funds. The transfer to my bank did occur as promised at 5 AM and the app told me it could take up to 20 hours for my bank to reflect the transfer to my account. It's now 7 1/2 hours and counting and still no funds have arrived. The screen on my web app says arrival promised for 12 AM tonight, 9 1/2 hours from now. That's 20 hours instead of 35 minutes. I was able to call Wise today and they promised to investigate and inform me of their findings. Unfortunately they only offer phone support for six hours a day, from 9 AM to 3 PM. Not enough, especially since their chat support is useless, providing a short of bureaucratic band-aid but offering no support other than useless words. I'd like to see phone support until 8 PM and no chat support if that's all the chat platform can offer. So I wait, hoping that this whole bad experience was just a hiccup that is unlikely to reoccur.

I would give Wise 5 stars. It’s an amazing app - easy to use, looks clean, and with transparency around the fees. They are even so transparent as to show you the cost of your transfer on competing apps! And sometimes the other apps are cheaper! The reason I’m giving only three stars with this review is to get the attention of the developers around one persistent and annoying glitch in the iOS and web versions of the app. Often when I add a reference note in the “Reference” field of any given transfer the transfer will be blocked and the following error message will appear: “Make sure you’re sending money to a personal account - if the recipient account turns out ti be a business account, we’ll have to cancel your transfer and refund your money.” The root problem is that the “Reference” field can only handle a limited kind of input, like one sole word consisting of alphabetic characters. So, “rent” might be ok, but “June rent” might trigger the error message and inability to proceed. Which leads me to the second, and very confusing, issue: the error message that pops up does not even correspond to the cause of the problem: the inability of the “Reference” field to accept more than one word or to accept numeric characters, has nothing to do with attempting to send money to business accounts. This error message really tripped me up the first time I encountered it in September . It took me a whole afternoon of trying to understand the nature of my recipient’s account before I realized that the problem was not at all with the recipient’s account but with Wise’s “Reference” field. It’s been nine months since I first encountered this problem and I’m shocked that Wise still has not corrected the issue. I can’t help but think that thousands of others are affected by this and probably just give up on trying to understand their blocked transfers and chose a different platform to send their money instead. So I am leaving this review to bring the critical usability blocker to Wise’s attention.

I’ve used TransferWise for several years and I was a super fan of their service. I used them for international transactions for my business, for small personal transactions, and to support charities in other countries. All up, I’ve transferred hundreds of thousand dollars with them and had started to feel as safe with them as I do with my local bank. That has all changed now.

11 days ago a client sent me a large payment that was contributing towards a business deal worth over $100,000. I received notification that the money was received but it never appeared in my bank account. Both the sender and I had used Transferwise many times and were sending and receiving from our Transferwise borderless accounts. This should have worked seamlessly as it has many times before but Transferwise has somehow lost the money. Both the sender and I have been in contact with customer support and we have now heard several contradictory explanations of what happened. In short, their customer support agents are either incompetent or are lying to us. Only after threatening legal action did the problem get escalated and we have now found out that the money was transferred into somebody else’s account. Transferwise has promised to return the money to us but it took many days worth of constant haranguing to get them to even acknowledge that there was a problem.

This gross mishandling of our funds has threatened a major business deal but I could forgive a genuine error. What makes it truly atrocious is the way their customer service agents told us multiple falsehoods and only changed their story when they were called out. Luckily, my client and I have a business relationship going back many years and when TW’s customer service agents tried to first blame him, and then me for making errors in our transaction process we could catch them out and not jeopardize our friendship and the deal we were making. I can only imagine how harmful this situation would have been to a less established partnership.

I’m still waiting on the money though.

I had an absolutely terrible experience with this app, be very careful before you use it they are rude, unprofessional and extremely suspicious. I was trying to use the app for three weeks and they kept asking me to verify in different ways, one of which was to add $20 into my account, nothing was working and apparently I deposited that amount 3 times. It kept logging me off and then back on, it was a nightmare. I repeatedly emailed them asking them for advise and all they kept doing is referring me to huge articles on some webpage, which of course, I had no time to read. Was it so difficult to help me and tell me what to do?

Anyway, once I was finally able to get the app to work, I asked them ho I can tae my $20 back that was just sitting there, and apparently, I had to transfer it back to my account but they were charging me a fee ?

When I inquired why I am paying a fee on something that they told me to do as necessary to verify the account, they replied with an aggressive answer saying that they never said that, and that I came up with that all by myself, and basically, in kinder words to get lost and just pay the fee if i wanted the money because everything was my fault ?

I replied and told them that why would I put money into my account out of the blue if that wasn’t a necessity and if they didn’t ask me for it, and they continued with a dismissive unprofessional attitude, saying that there’s nothing they can do and this is their policy and if I was experiencing problems i should’ve called them from the beginning. I have never experienced such unprofessional, disgusting behavior in my life from an app that is supposed to be “serious”. Shame.

And after I wrote the review someone reached out saying that they are sorry and I should send them the email correspondence, but this popped up in my phone and then completely disappeared and there’s no way to really reach anyone… so another fraud? Seriously I don’t know what is going on with this app, I don’t know if its fraud, but I do know that they extorted money from me and then they asked me for a fee to retrieve it. So when you do try to sign up and they ask you for $20 be very cautious. This is wrong, and we all have a moral and social obligation to report fraud when it happens.

If the app team would like to get in touch with me, please do so in a manner that I can reply. Not in a message that will disappear in 3 seconds.

Hi! I would like to start by saying that I have used TransferWise for a while to send money to my family in Mexico from the US. I have never had a problem until now.

I tried sending a considerable amount of money to my mother to help with my siblings’ tuition and I planned it out so it could get there on Mother’s Day in Mexico, which is May 10. Transfer wise warned me about the possible delay and gave an estimate on how long it would take. So I planned accordingly.

However, TransferWise didn’t give me any clear instructions on what I was supposed to do to make the wire transfer work (since it seemed to be the fastest and cheapest way to go about it). It did not prompt me to go to my bank app or website and it certainly didn’t tell me to call or get online or physically go to my bank to do the wire transfer with their US account information.

Now, I have not done many wire transfers before, so may as that’s my fault, but I have used Apple Pay and ACH as paying options with this app. But, the app kept showing a screen telling me to call my bank because they hadn’t received the money yet, making me call my bank twice for nothing, because apparently I was supposed to set up the transfer myself! Which I did NOT know! And if I had known, I probably wouldn’t have use the app for this because it totally misses the point of convenience which is the reason why I use this app in the first place!

I feel frustrated and disappointed with this company, as I have missed a great opportunity to help my mother in the context of Mother’s Day and this is just causing additional and unnecessary stress to my day. Just because instructions on the app are not clear! I feel like giving the app a three or even a two star review, but I can’t do that because I really have enjoyed using the app before for fewer amounts in my transfers. I talked to a representative in Estonia, who had a very low vibe and almost condescending attitude to me at the beginning but then changed his tone when I asked to talk to the manager. He was the manager! Now, he did call me back after inquiring with his colleagues about my problem and helped me figure out what was the source of the problem. Basically, I had not paid! But, how was I supposed to know that when every other time that I had used the app it worked fine without me having to go to my bank to make it work?

I think clearer instructions on wire transfers are in order for this app. It is a shame that a situation like this would be generated because of lack of instructions or clear communication on the part of the service that he’s trying to be provided.

For wire transfers, I will probably not use this up in the future.

Customer service is useless they treat you with distain without any real concern or respect for your money. I only just signed up & they refused to refund a fee which could have been refunded with grace due to their lack of information or desire to help. Typical overseas customer support. If they don’t care why should we bother to place our money in these places. Lesson learned !
(Update)
What amazes me is I file a complaint & I was only with them for a day when the issue arose, and no response at all, what apps like this don’t understand is the UK population is an intelligent savvy bunch of consumers. So they get overseas customer service reps who churn out standard responses that we already knew.
Get people who really know how to interact with the public & people that understand the financial world not just low paid generic staff who could not care less.
I’ve cancelled my app & will never go back !
I’ve also now read of all the issues people are having so pleased my issue was minor in comparison.

JUST DONT!

I used this app only for 2days and they deactivated my account without notice.
I dont think i did anything wrong since I send money to myself (account in different country)
They will deactivate your account and will not let you know reason, you need to appeal to specific team.

Customer center will tell you can appeal but not through email or phone call.
They will giving you link for upload your pic, bank statement.

During appeal they asked picture of my drive license, selfie with my drive license and selfie with special code write on the paper So I was like ‘ok, I can do that’ then asked bank statement for last 3months. I dont know what else they would asked after that.

I wasn’t feel comfortable showing them 3months of my bank statement when I only used this app for 2days so decided not stay with them.

Saw bunch of people experienced this problem without notice. ‍♀️

I tried to send around $2000 to my Korean fiancé. My bank stopped it initially because they didn’t recognize it. After clearing it with them I ran my card again, which they accepted quickly. After they received my money they said they had to do some “extra security checks”, although that’s paraphrasing, before they converted it and sent it to her. It was like that for a day. I tried to log in that night but my account was deactivated! I COULD NOT LOG IN! They had a window come up saying to look up my situation on their website. Their website said they can’t say exactly why if I call them, but that they had an issue and decided to deactivate my account. I haven’t been contacted by them, I haven’t gotten my money back in about 4 days, and I’m not happy. I’m honestly worried they’re stealing my $2000! So yeah, I’m never even considering using their “services” again. Screw you TransferWise.

I processed a transaction that was supposed to be received the next day, but after I confirmed it the app said it’s going to take 10 days and there was no option to cancel it or do anything. I called them, the guy said it’s because I didn’t verify my account when I created it 2 years ago. Well Mr “wise” your system should remind US to verify our accounts and to cancel a transaction instantly if the account is not verified instead of leaving your clients like that. I didn’t even get another email from wise asking me to verify my account to proceed with the transaction. I had to call them to understand why it’s going to take 10 days and then I asked them to cancel it, the guy said I have to verify my account before I cancel it (before they issue a refund). PayPal’s Xoom is much better than this app, these guys don’t know what they’re doing and their app is as horrible as their “policies”.

I’m not gonna over exaggerating with my experience, nor am I not recommending not to use this app cause the concept is very well and they dont make you feel scammed like paypal with their fees.
The safety of transferwise is pretty much non-existing once the money has “transferred” to the receiver, therefore there’s no safety. I recently transferred roughly $200 (first time user) and the payment was never received to the receiver. I’ve contacted the support-team who were fast at replying, but they kept giving me false hope on investigating my case and try tracking down my money.
It’s been over a week and I haven’t felt any support, therefore I’m considering requesting my bank to chargeback although it’s most likely impossible. I’m not here to blame anyone or get the truth off my chest, I’m simply showcasing how their safety is non-existing and how sometimes the receiver claims to never have received anything.

update: talked to TW support several times about the important need to be able to download individual transactions, payments, currency conversions for tax purposes. they refuse to implement this simple function. you can only download monthly statements and then need to blank out all other transactions. this function is so simple to implement, I don't understand their stubborn resistance.

Bought sthg. in the US with the TW Mastercard. Was surprised that TW then used my UK Pounds balance rather than my main EUR account balance for the charge. I need to invoice in EUR and now I am stuck with a UKPounds charge. Turns out, you cannot set a main account (e.g. based on residency, EUR in my case) in TW for foreign currency purchases. That is a real flaw and makes the TW platform inadequate for professional uses.
update: there is no function for downloading a proper receipt of a particular transaction. hard to believe...

I opened an account and shortly afterwards my account was closed. They do not tell you why although one does have an appeal option which I tried but did not work.
My fiancé needed help with transferring money to some employees that hadn’t been paid so after a couple of transfers they closed my account.
It worked well for a short time, though.
Now I have requested my 20,000€ which they have had for weeks after they closed my account but I am now told I cannot receive the funds due to due diligence checks which will take 60 business days. The account has been idle for weeks and now they say they need to do that as a regulated financial institution. I called my financial advisor at UBS to see if this is something they are familiar with.
I would be leery of this company and it is my opinion they are using my funds for some purpose as it does not take 60 business days to transfer funds.
Next request will be their agent for service of process.

They do not provide the basic level of customer service one would expect of a financial institution. They do things like repeatedly request the same KYC over and over. You provide it, they accept it and soon thereafter they request it again. This is for the principals, for the same monthly payments, etc. It has potential but they need to fix their basic service levels. To be clear this isn’t an unwillingness or inability to provide proper documentation. It is having to provide the exact same documentation over and over and to be treated poorly each time by the their team. Until they fix these basic steps, it’s not viable as a business account. You are never confident you can receive or make payments in a reasonably timely fashion.

Update: wise has opted to responded with a standard response around KYC requirements, which highlights my point of their customer service. There is no issue with requiring KYC (it’s a good thing), the issue is repeatedly requesting the same documentation over short periods of time.

where do I even begin with this app? I used them for almost 3 years with no issues until recently. Somehow my information got leaked and so I asked to close my account. I was in the middle of a transfer so obviously that didn’t go through so what would you expect next? To get your money refunded back to you, however it has now been almost a week and I have not received my money. I chatted with their “customer service” multiple times, sent many different forms of Identification to prove it was me as well as the statements from my bank showing that they sent the transfer to Wise and yet it’s not enough for them? They also take forever to respond if you send them an email. Their phone service hours are impossible if you live in a different country so you can’t call them. I ask for them to call me and they can’t even give me a specific time on when they will. Absolutely horrendous customer service. I threatened to bring my lawyer into this because it’s a huge sum of money. Once I get it back I’m NEVER using this app again and I have told all my friends abroad who were using it to quit ASAP.

So the first red flag is... should sending money really be thaaat easy? Of course not. I have been trying to send money for over a month and it finally got transferred today.

Here are my 3 concerns:

Directions and transparency:
Directions on the app are very unclear (click this important link that sends you right back to the same app home page, sending the type of money you have requires more steps—but it was probably in the fine print of the link they sent you that brings you right back to the homepage on the app)

Uploading documents:
Additionally, uploading documents to the app is painful and requires constant contact with customer service. My documents we rejected over five times until I just emailed a customer service rep

Customer service:
With customer service, you’re not teamed up with one representative but you’re tossed around to whoever is available at the moment. Doesn’t give you a warm and fuzzy feeling about trusting strangers with your personal banking information.

This feels like the Spirit Airlines of money transfer services.

Please make this process easier and more personalized.

When you call their phone number, you get a rep in a foreign country that has very limited ability to do anything ! Basically, they’re just incompetent script readers. They’re technology doesn’t work ! I can’t even get simple “push notifications” on my phone and their own reps confirmed my notifications are set up correctly. And I have a BRAND NEW IPHONE 13 ! So it’s not like I have outdated technology or something ? Called 3 times over a week and 1/2 requesting their I.T. department reach out to me for help and nothing ! No follow up, no email, and no phone call ! One of their reps didn’t even know that “push notifications” was an option ?!?! Seriously Wise ? If I can’t get something as SIMPLE as a push notification to work, do you REALLY think I’m going to trust you to hold my money ? Receive my paycheck ? Or allow you to transfer money to my bank account overseas ? DEAR WISE, YOU’RE A JOKE AND A SCAM ! And no, I’m not going to reach out for help on the app or social media…. I tried that 3 times and YOU FAILED ! I’m closing my account and making sure that NOBODY opens an account with you ! You should NOT be in business ! You need to be shut down !