Long story short: Wise is supposed to refund me a transfer for an important amount of money (> $25,000), but they haven't done it and more than one month has passed since the moment I made the transfer.

The long story:

- [October 27th]: I make the transfer from my account in Spain to an account in the USA.
- [October 28th]: Wise receives the Euros.
- [November 3rd]: Wise says that they paid out the USD (United States Dollars).
- [November 3rd]: Wise sends me an email saying: "There was a problem with the bank details. Change your recipient's bank details and send your money to them again".
- [November 3rd]: I change the details of the recipient using their application and send the transfer again (I didn't get a refund, I wasn't supposed to, they still had the money, so they were going to send it again with the right information).
- [November 3rd]: Wise sends me an email: "USD is on its way. The money should be in the bank account by tomorrow, November 4".
- [November 12th]: Wise sends me an email: "I'm reaching out because we need a little more information about your recent transfer due to local regulations." They ask me for "the meaning of CONCEPT-OF-THE-TRANSFER in the payment reference field". And also they ask for: "A detailed reason for your payment — what was the money being sent for?".
- [November 12th]: I answer the email with all the information they asked for, I even attach documents to support all the information provided.
- [November 15th]: I send an email to Wise: "I sent all the required information last Friday. Did you receive it? I didn't get any confirmation. It would be good to know the status of the request".
- [November 15th]: Wise sends me an email: "We regret to inform you that COUNTRY-NAME is a restricted country to TransferWise. For that reason, your payment has been requested to be canceled and will be refunded". The reason for the transfer was to buy something in a country that apparently is forbidden to Wise (doesn't say anything about it on their website, they have a list of countries, but it does not include this one).
- [November 15th]: I send them an email: "I understand. Please, refund the money to my Spanish bank account".
- [November 18th]: I send them an email: "Hi. I would like to know how long will it take for the refund to be processed".
- [November 21st]: I contact them using the mail form they have on their Website: "Hi! I've been told that my transfer was going to be refunded, but a lot of days have already passed and I still don't know anything about the status of the refund".
- [November 22nd]: They answer: "We've already forwarded this issue to the relevant team, once there is any update we will let you know".
- [November 30th]: I contact them via chat (you can do it on the app). They say: "Is it okay if I follow-up with you in an email? I will get some updates and get back to you".

I'm still waiting for my money. And, as you can see, if I don't contact them, they don't contact me. They simply don't care.

My recommendation? Don't use Wise. Obviously, they are using my money for something, and they don't care if I need it to save someone's life.

I'm taking this case to a higher level.

I strongly recommend people to NOT use this service:
Many people promote TransferWise Borderless Account so I tried it out
My account was deactivated after I provided all documents for verification. This happened before I even had the chance to use the account. I received the e-mails "We've confirmed your identity - We'd love your feedback" and "We've confirmed your address - We'd love your feedback" and then when I try to login I see:
"Sorry, your account is deactivated. If you believe this is a mistake, please contact customer support at appeals"
I contacted appeals and this was the answer:"Hi We have reviewed your appeal and we have taken the decision not to reactivate your account"
I literary did nothing illegal, nothing wrong or against their T&C or anything that could have resulted in account deactivation. I emailed support believing that it was due to some mistake. Support replied that they do not have information why my account is deactivated, gave me the list of general reasons for accounts deactivation (none of them applicable in my case) and that I should contact Appeals department which I did. Appeals department replied that decision is final and my account is permanently deactivated. After few more exchanged emails I still did not receive answer why they deactivated my account.
Also I read online from others that some had account deactivated while they were still holding their funds! I am so glad that is not my situation.
They are not to be trusted if this is the way they behave.
AVOID THIS COMPANY
ZERO SUPPORT WHEN THEY MAKE A MISTAKE.
Don't trust these people - there's plenty other money transfer apps,,, Don't risk it with these people. Instead use REVOLUT