Wise: dispute with a merchant through the bank
Report a transfer error in writing. International transfers over $15 have 180 days; other transactions have 120 days.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.
Collect
- transfer ID
- amount
- date Wise said the money would arrive
- recipient details
- description of the error
Steps
Notify Wise Support by email, phone or mail as soon as possible. Say what the error is and why.
Keep the written record. Wise decides remittance errors within 90 days, and other errors within 10 business days (up to 45 days with a provisional credit).
MailWritten errors and complaints, Wise Compliance Wise US Inc., ATTN Wise Compliance, 30 W 26th Street, Floor 6, New York, NY 10010If the error is not corrected, complain to the complaints team.
Complain to the CFPB or your state regulator.
More contacts for this issue
Facts you can cite
- Deadline
For Send Money transactions greater than $15 where money is sent internationally, "notify us as soon as possible, but no later than 180 days of the date we told you the money would be available to the recipient."
Source: wise.com, verified 2026-10-12
- Process
"After we receive your information, we'll investigate and decide within 90 days whether an error occurred." (remittance transfers)
Source: wise.com, verified 2026-10-12
- Deadline
"For all other transactions, you have up to 120 days to report an error." The 120 days start from the earlier of the day you could see the error in your online history or the day Wise sent the first written statement showing it.
Source: wise.com, verified 2026-10-12
- Process
For other transactions Wise decides within 10 business days after it gets all the information. If it needs more time it may take up to 45 days, and it adds a provisional credit within 10 business days.
Source: wise.com, verified 2026-10-12
- Process
For US complaints Wise aims to give a final response within 15 calendar days. If it cannot, it extends the deadline to 35 calendar days from the complaint and emails you the reason.
Source: wise.com, verified 2026-10-12
- Policy
The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.
Source: wise.com, verified 2026-10-12
- Deadline
To reject arbitration, send a signed notice to Wise US Inc., Attn Legal Department, 30 W 26th Street, Floor 6, New York, NY 10010. It must be received within 21 days after the account is opened.
Source: wise.com, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.
Federal regulator
State agency
Your state’s financial regulator. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Wise lists each state regulator on its state licenses page.
Arbitration
JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens.
Watch out
- The Help Center contact options, scam report form, card dispute page and appeals page need sign-in to the Wise account.
- Appeals need a photo ID and a live photo of the account owner holding it. Only the person can supply them.
- Wise does not give the reason for an account closure, and Customer Support cannot see it.
- The phone lines need the account holder.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
A merchant did not deliver, and I paid with my Wise card. Use Escalate Anything to dispute the charge.Source code, other install options and the Claude Code plugin