My dreadful TransferWise experience – All You Need to know
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I attempted to pay tuition to a renowned school in Vietnam through Transferwise, and it was a nightmare. I started the transfer on January 25th, 2019, and the monies are somewhere in Vietnam with Transferwise’s “transfer partner.”
It’s been about a month and I’ve been in regular communication with Transferwise and the end receiver to attempt to figure this out. Transferwise required me to obtain a bank statement from the ultimate receiver to confirm that the payments were never received (which I did). My dreadful TransferWise experience
Transferwise has now prepared me a formal letter to submit to the final recipient stating how it is entirely their problem and the fault of their “transfer partner,” and has nothing to do with me. All of the bank information, etc., is right, and it is totally an internal Transferwise error. I am still out 1600 CND and have no idea if my transfer will ever be completed or if I will receive my money back.
Has anyone else ever been in a position like this? Any suggestions for steps I may do to improve my situation? What do you think of My dreadful TransferWise experience?
CANDID ADVICE
Wow! You are not alone in this. I have a representative in Vietnam. I’ve been paying him through Transferwise. Due to Chinese New Year, he requested that his whole February salary be paid early at the end of January. I told her not to worry and sent the money. There was no response at all. Every day, I had to phone Transferwise to find out where my money was, and they just kept repeating, “Give it a few more days, or we’ll check into it.” Or even buy time by requesting that the receiver’s bank investigate. Finally, a few days ago, they admitted that the problem was caused by one of their cooperating banks. They stated that they will return my money. A month of agony with no compensation! I’m still waiting for money to arrive in my bank.
The most recent message I received from them was:
Gregory Allen penned:
My name is Greg, and I am one of TransferWise’s Team Leads.
I understand that you are really dissatisfied with how your recent transfer with us went since, simply put, it did not proceed as planned. As you are surely aware, things usually go very easily with us.
Unfortunately, our banking partner who sends out our VND experienced a network outage, resulting in an entire series of payments not being delivered. Furthermore, the cash were refunded to our partner after a lengthy delay. This group included your payment.
I can assure you that this is incredibly rare, and I am deeply sorry for your experience. You are entirely correct in believing that you trusted us to provide the service we promised. As of today, the money for your payment have been refunded to us. That is, as asked, we are beginning a refund to your USD account. After we transmit funds, it usually takes 1-2 working days for them to appear in US accounts. However, because we are sending this money out quite early in the working day in the United States, I am fairly optimistic that you will receive this refund by tomorrow. The entire amount you sent will be reimbursed to you, so you will not incur any losses or incur any fees.
If any financial damage occurred as a result of our delay in delivering the payments. We would be delighted to accept payment for this. We would just ask that you give some sort of statement or paperwork demonstrating any fees or financial loss so that we can look into it, and we would surely set things right.
Hopefully, this helped to clarify a difficult situation. Please let me know if you have any other questions, and I look forward to hearing from you.
Thank you very much, Greg is the team’s leader.
Thank you for informing me; I began an official complaint process with them and also requested a fund recall from my bank. Could you please let me know when you eventually get your money back so I know what to expect?
Simply follow this link: https://transferwise.com/help/article/2969094/security/customer-complaints-procedure
Fortunately for me, you didn’t include your province, so I won’t have to assist you any further. Because I am unable to refer you to any provincial organization to whom you may escalate your complaint. I’d suggest you check out who you can complain to in your province, whichever it is.
So, if I would give you my province, Saskatchewan, what provincial body would you recommend?
I’m sorry you had such a negative experience. I’ve been using transferwise for several years to transfer money between Canada, the United States, and the United Kingdom with no complications. At the very least, they’ve accepted responsibility and appear to be attempting to resolve the situation for you.
Yes, they are trying, but when a two-day transfer develops into a month-long process that consumes hours of my personal time, it becomes quite stressful. They should refund my money so that I may finish the transfer myself and deal with their own internal issues. I doubt I’ll be paid by Transferawise for the time and effort I’ve put into this.
Here’s the letter I received from Transferwise:
I am writing this letter on behalf of (my name), who has set up a payment through our service to pay for the language course at VLS (Vietnamese Language Studies). Unfortunately, when we attempted to transfer the compensation, we discovered an internal issue on our end. We are now researching what occurred and want to have this addressed and sent to you as soon as possible; however, we are unsure of the time period in which we will be able to deliver this payment to you at this time. I wanted to contact you to let you know that it was not my fault that this payment did not arrive. And I sincerely hope that you would allow him to begin and attend the language course while we resolve the issue on our end. I can tell you that the money will reach you eventually. I wish I could say when, but as I previously stated, the nature of the problem means we don’t know when it will be resolved. However, I can guarantee you that we are working very hard to settle the situation and get that payment to you. (My name) will keep you updated, as we will be communicating with him and keeping him up to date on how our inquiry is progressing as new information becomes available.
update: after contacting customer care, they stated that it was a routine security check of the payment and that they are looking into it. My funds landed in my account unexpectedly after several hours. I also made two more transfers, which miraculously arrived in my home account within half an hour. I’m not sure if it’s because I’m just really lucky, but I now believe it will be okay, despite the fact that it took 5-6 days to receive my funds and I missed the greatest exchange rate. When conducting a transfer, the most crucial consideration is the security of the funds.
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I’ve seen so many one-star reviews on the internet that it makes me nervous about my transfers, which should have arrived in seconds rather of weeks! My clients handed me USD10000 for a product they bought from me; they trust me, and I trust Transferwise; but, if Transferwise refuses to deliver me money or refund the customer immediately, it will be a disaster for my business. I would never recommend using them because it is a terrifying experience. If they suspend your account and keep your money for 60-90 days for a phony investigation, you’re doomed! Stay away from them, I say again with all my heart and soul. I’ll update you on the final outcome of my recent moves; it’s been a week!
I experienced the same experience; they are con artists!! My dreadful TransferWise experience
they Simply keep your money in order to benefit!
I hate to wear my tinfoil hat here, but given the site’s new ownership and its silent but powerful influencing ability, I believe the recent spat of posts against low-cost services and in favor of big bank services has the potential to be planted.
The entire ordeal was a nightmare. I attempted to transfer money from Turkey to Germany, but several things went wrong due to the stupid HSBC bank that I had to use to send my money to smart, and the money did not link with my transfer on wise.
I continued in touch with them for the next ten days, and it was literally terrible. More than half of them refused to comprehend me and refused to assist me. Others who appeared to be trying to help only slowed me down. Not a single chat agent has sent me an email as promised. One agent informed me that the money was 50 Euros short (the one before that that found out they had my money said no such thing about a problem with the amount I sent).
I wrote an email instead of contacting them via chat at the end, and they told me the money was reimbursed the same day I received it (3 agents before that just told me they had the money and it will be refunded, they did not say it is already on the way).
I submitted it on June 14th and received it on June 27th. And it was 80 Euro less than the amount I sent, rather than just 50 Euro. I contacted their bank several times for a receipt proving they only received the reduced amount, but they never gave it to me. I’m almost certain they charged a refund fee.
In Turkey, the minimum wage is 4500 TL. Last week, the currency rate was 18.2 YTL/EUR. They stole 1500 TL from me and lied about it. I’m insane and don’t know what to do.
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