Had an issue with Wise? Get a real response.
How to submit a complaint with Wise
- In-App / Online (preferred): Log into the Wise app or website, go to Help → Contact Us, and raise your complaint via chat, email, or callback. This links your account details automatically.
- Complaint Form: Use Wise’s online complaint form to lodge directly with their complaints team.
- Email (via form): Wise doesn’t list a public email, but form submissions generate an email conversation. Attach screenshots or transaction IDs for clarity.
- Phone Support: Call +44 808 175 1506 (UK toll-free, 24/7) or +32 26203420 (EU). From Australia, use the in-app callback option to avoid international charges.
- Account Deactivation Appeal: If your account is suspended, Wise offers an in-app appeal process in the Help Centre to request reinstatement.
- In-App & Web Chat: Instant responses during business hours (saves a written transcript).
- Social Media (backup only): Tweet @Wise or DM on Facebook if other channels fail. They will redirect you to official support.
💡 Tip: Always include transaction ID, dates, amounts, and screenshots. This speeds up Wise’s review and resolution.
- Acknowledgment: Wise aims to confirm complaints within 24 hours via email.
- Investigation: Case assigned to Wise’s complaints team. They review logs, compliance checks, and may request documents (e.g., proof of funds).
- Timeline: Most complaints resolved within 15 calendar days. Complex issues may extend to 30 days (you’ll be notified).
- Resolution Outcome: Refunds, transfers completed, or explanations provided.
- Final Response: Sent via email, outlining what was done and next steps.
- Your Right to Reply: If unsatisfied, you can escalate to AFCA (Wise includes this info in their response).
Common complaints against Wise
- Account closures/frozen funds: Accounts deactivated suddenly during compliance reviews, with money temporarily inaccessible.
- Delayed or missing transfers: Payments taking weeks instead of seconds, occasional “lost” transfers stuck between banks.
- Customer service frustrations: Long waits, canned replies, or rude agents reported in some cases.
- Technical glitches: Debit card activation errors, faulty PayID setup, app log-in problems.
- Fee/rate disputes: Confusion when rates change during delayed transfers.
- Verification/document requests: Repeated requests for ID or source-of-funds documents.
Wise complaints submitted through Ajust
I did everything Wise asked to verify my account after two transactions were flagged, but what was meant to take days dragged into weeks. Each follow-up went nowhere, and my money stayed locked while I was overseas and needed it. The lack of clear communication and action made a stressful situation much worse and left me feeling ignored. - Harvey
I paid over AUD$9,000 after being told a report would help recover funds lost in a crypto scam. Once the payment was made, I was told the report wouldn’t actually lead to any action and that getting the money back wasn’t possible. The change in message after I’d already paid felt unfair and left me frustrated and out of pocket. - Juistin
Wise closed my account without any warning, even though it held most of my available balance. I wasn’t notified beforehand or given a clear explanation, and suddenly I couldn’t access my own money. It was shocking to be cut off like that, with no communication, and it took a lot of effort just to understand what had happened. - John
How other consumers Wise complaints got resolved
Account closed: A Sydney user had their account shut and funds frozen. After filing a Wise complaint and escalating to AFCA, Wise released the full balance.
Missing transfer: A large client payment was “lost” for weeks. After a formal complaint, Wise located and fixed the transfer within 24 hours.
Card glitch: A long-time user had their Wise debit card fail abroad. Wise support responded fast via app chat and resolved it within a day.
- Internal escalation: Ask for your case to be reviewed by a manager or Wise’s complaints team.
- Follow up: Reference your case number and recap missed commitments or unresolved issues.
- External escalation (Australia): Lodge with AFCA (Australian Financial Complaints Authority) if Wise’s response is unsatisfactory or delayed beyond 15–30 days.
- Other external routes:
- ASIC: For regulatory breaches or systemic misconduct.
- ACCC: For consumer law issues (misleading terms, unfair contract conditions).
- OAIC: If your complaint involves a privacy/data breach.
- ASIC: For regulatory breaches or systemic misconduct.
- AFCA – Australian Financial Complaints Authority
- Website: afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
- Website: afca.org.au
- Wise AFCA Membership No.: 76929 (Wise Australia Pty Ltd)
- ASIC: Report Misconduct
- ACCC: Consumer complaint guide
- OAIC: Privacy complaints
💡 AFCA rulings are binding on Wise if you accept them.
Wise Complaints FAQs
What is the fastest way to submit a complaint with Wise and get a response?
The fastest way to complain to Wise is through the Wise app or website using Help → Contact Us. This links your account automatically and routes your issue to the correct support team. In-app chat and callbacks usually get quicker attention than external channels. Including your transaction ID, dates, amounts, and screenshots upfront reduces follow-up delays and helps Wise investigate faster.
How long does Wise take to resolve a complaint after it’s submitted?
Wise usually resolves complaints within 15 calendar days, with complex cases taking up to 30 days. You should receive an acknowledgment within 24 hours confirming your complaint was logged. During the investigation, Wise may request identity or source-of-funds documents. If the timeline extends, Wise is required to notify you and explain why additional time is needed.
What can I do if Wise freezes or closes my account and I can’t access my money?
If Wise freezes or closes your account, you should submit an in-app complaint or account deactivation appeal immediately. Wise often restricts accounts during compliance reviews, not permanently. Providing requested documents quickly can speed up release of funds. If Wise delays or gives an unsatisfactory outcome, you can escalate externally to AFCA for an independent review.
How do I escalate a Wise complaint in Australia if I’m not satisfied?
If Wise doesn’t resolve your complaint within 15 to 30 days, you can escalate to AFCA in Australia. AFCA is free for consumers and its decisions are binding on Wise if accepted. Wise must include AFCA details in their final response. This escalation often prompts faster action, especially for frozen funds, delayed transfers, or unresolved disputes.
You’ve done your part, now it’s time to hold Wise accountable.
Take the final step and submit a complaint that gets seen and responded to.