Non-trustworthy and apathetic towards customer service

Wise is a global money transfer platform (wise[dot]com). I trust you find this review helpful before opening an account with them. It's my opinion that you should take note of my experience and take it into your due diligence.

In my opinion, having experienced Wise when something goes wrong, it really goes wrong. My support ticket is 43726414, and I lodged a formal complaint. On 25 Feb 26, we questioned a "late" payment, to be informed by "Augusto" (one of many different agents) that the money has been repatriated to the payer and "this was a genuine mistake on our [Wise's] part".

Since then, the money has not surfaced anywhere. We operationally need the money to pay salaries. The last communication came from Sophie (or perhaps an AI), which seems to be the last "personal" interaction from Wise (03 March 2026), issuing the statement that Wise will respond "within 15 calendar days". They started the count, not from the date of the "mistake", nor did they proactively notify us of their mistake; we had to "ask" (25 February 2026).

Note, this also does not mean they will "resolve" the issue over this time, only respond.

The help-line went dead, no matter how much pleading and/ or shouting, they simply do not respond after issuing (what seems to be) their decree of 15 calendar days.

What response can we realistically expect?

They know it's their fault, they know it's our money, so what can they (relative to their train of thought) learn during these 15 days that can alter the situation?

Consider this, they (by being "genuinely wrong", admitting to their fault in writing) have lost our money and then throw the regulatory book at us as the default response. Is this a proactive, customer-centric business? Not in my view. By acting in this way, what they really seem to say is something more akin to "if it goes right, it's us, but if it goes wrong, even if it is us, it's you, and we'll only do what is necessary to appease the regulator, not you as our customer."

We are now standing at "apathy's" door, held by the decree of Wise, despite admitting to it as their "genuine mistake". Their "admitted" fault is our consequence, and that leaves us in the lurch for at least 15 calendar days, but that could be more, probably will be, because what if the money vanished, because since 26 Feb (now being 7 business days later) the payer has not received the money? Who makes a payment that takes in excess of 7 business days? This statistic alone should send shivers into you as a prospective customer.

Will Wise take responsibility?

It's my opinion (and you might have a completely different experience) that Wise is not a business you should trust with your money. In my case, even if it's clearly their fault, it still becomes your risk.

What you need is trust and support in times of trouble, and my provable experience is that you probably won't get it. Where you depend on regularity, trust, and operational continuity, this might not be the organisation you should consider.

In my case, their customer service and business acumen seem severely handicapped.