{"id":"wise","page":"https://escalate.alexgaoth.com/#/c/wise","html":"https://escalate.alexgaoth.com/c/wise/","generated":"2026-10-15","company":{"id":"wise","name":"Wise","aliases":["transferwise","wise us inc","wise.com"],"sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/","official_domains":["wise.com"],"security":{"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"contact-phone","type":"phone","label":"Wise US contact and complaints line","value":"+1-844-926-4389","purposes":["poor_service","refund_request","frozen_funds"],"access":"human_only","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"Wise Support (error and unauthorized transaction notices)","value":"Support@wise.com","purposes":["transaction_dispute","unauthorized_charge"],"notes":"Send from the email address linked to the Wise account.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"},{"id":"compliance-mail","type":"mail","label":"Written errors and complaints, Wise Compliance","value":"Wise US Inc., ATTN Wise Compliance, 30 W 26th Street, Floor 6, New York, NY 10010","purposes":["transaction_dispute","unauthorized_charge","poor_service"],"notes":"Mail only. Wise says this office is not open to customers.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"help-center-contact","type":"portal","label":"Help Center contact (chat, email, call-back options)","value":"https://wise.com/login/?redirectUrl=/help/contact","purposes":["poor_service","refund_request","transaction_dispute","frozen_funds"],"access":"login","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"logged-out-contact","type":"web_form","label":"Contact Wise when you cannot log in","value":"https://wise.com/help/contact/flows/logged-out","purposes":["account_access","unauthorized_charge","fraud"],"access":"open","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"scam-report-form","type":"portal","label":"Report fraud or a scam (guided victim report)","value":"https://wise.com/help/victim-report/create","purposes":["fraud"],"access":"login","notes":"In the app, open the transfer, tap \"?\" and choose \"How do I report a fraudulent payment?\".","source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"},{"id":"card-dispute","type":"portal","label":"Dispute a Wise card payment","value":"https://wise.com/login?redirectUrl=%2Fdispute","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"},{"id":"appeals","type":"portal","label":"Appeal an account decision or request a refund after closure","value":"https://wise.com/appeals","purposes":["frozen_funds"],"access":"login","notes":"The account owner needs access to the registered email. If the page does not work, reply to the deactivation email.","source":"https://wise.com/us/help/articles/4iI8qrjPXnkWFgg0tNhPvY/how-do-i-appeal-my-account-decision","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"complaints-email","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Wise lists each state regulator on its state licenses page."},{"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"playbooks":[{"issue":"fraud","summary":"Report a scam through the logged-in victim report. Wise can try to recall the money but does not guarantee a refund.","evidence":["transfer ID","amount and date","recipient details","messages from the scammer","police report number"],"steps":[{"do":"Sign in and file the guided scam report, or start it from the transfer in the app.","channel":"scam-report-form"},{"do":"If the form does not work or you cannot log in, contact Wise through the logged-out contact flow.","channel":"logged-out-contact"},{"do":"File a report with the police and with the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Wise does not answer, send a written complaint.","channel":"complaints-email"},{"do":"Complain to the CFPB with the report reference and timeline.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Wise's scam help page says \"We can't guarantee a refund.\" Wise may try to recall the funds. If you have not heard of a successful recall after 40 days, it was likely unsuccessful.","issues":["fraud"],"source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Freeze the card or account at once, report the transaction, and use the 120-day protection window.","evidence":["transaction details","account statement showing the transfer","date you noticed it"],"steps":[{"do":"Freeze the Wise card in the app. If someone may have access to the account, call or chat with Wise at once; Wise suspends the account and cards.","channel":"support-phone"},{"do":"For a card payment, open the transaction, choose \"Get help with this transaction\" and \"I think this payment was fraudulent\", or use the card dispute page.","channel":"card-dispute"},{"do":"If you cannot log in, email Wise from the account email address, or use the logged-out contact flow.","channel":"logged-out-contact"},{"do":"Send a written error notice by email or mail within the reporting window.","channel":"support-email"},{"do":"If Wise denies the claim without a reason, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"\"If you tell us within 120 calendar days after we provide you your Wise Account statement showing transfers you did not make, you will be eligible for 100% protection for Unauthorized Transactions.\"","issues":["unauthorized_charge","fraud"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"Wise aims to give an outcome within 10 working days for most card fraud cases. Cases that need a merchant response can take longer.","issues":["unauthorized_charge"],"source":"https://wise.com/us/help/articles/2935783/how-do-i-report-a-fraudulent-wise-card-payment","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Report a transfer error in writing. International transfers over $15 have 180 days; other transactions have 120 days.","evidence":["transfer ID","amount","date Wise said the money would arrive","recipient details","description of the error"],"steps":[{"do":"Notify Wise Support by email, phone or mail as soon as possible. Say what the error is and why.","channel":"support-email"},{"do":"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).","channel":"compliance-mail"},{"do":"If the error is not corrected, complain to the complaints team.","channel":"complaints-email"},{"do":"Complain to the CFPB or your state regulator.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"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.\"","issues":["transaction_dispute"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"\"After we receive your information, we'll investigate and decide within 90 days whether an error occurred.\" (remittance transfers)","issues":["transaction_dispute"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Wise can hold balances and close accounts without giving the reason. Appeal or request a refund through the appeals page.","evidence":["deactivation email","photo ID","photo of you holding the ID","reason for using Wise and purpose of transfers","proof of address or source of funds if asked"],"steps":[{"do":"Sign in and appeal the decision, or request a refund of the remaining balance to a bank account outside Wise.","channel":"appeals"},{"do":"If the appeals page does not work, reply to the account deactivation email."},{"do":"Ask in writing when the money will be returned.","channel":"complaints-email"},{"do":"Complain to the CFPB if the funds are not returned.","regulator":"cfpb"},{"do":"Complain to your state money transmission regulator."}],"facts":[{"kind":"policy","claim":"The US Customer Agreement lets Wise suspend or restrict an account and hold the balance if reasonably needed to protect against the risk of liability.","issues":["frozen_funds"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise says \"We can't tell you specific reasons why we closed your account.\" Customer Support cannot see the reason either.","issues":["frozen_funds"],"source":"https://wise.com/us/help/articles/2961844/my-account-was-closed-by-wise","last_verified":"2026-10-12"},{"kind":"process","claim":"After Wise closes an account, refunds of pending transfers take 3-10 working days by card, 2-3 working days by bank or wire transfer, and up to 90 working days by bank debit or ACH while Wise does due diligence checks.","issues":["frozen_funds","refund_request"],"source":"https://wise.com/us/help/articles/2961844/my-account-was-closed-by-wise","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Cancel an unpaid transfer yourself. US remittance transfers can be cancelled within 30 minutes of payment for a full refund.","evidence":["transfer ID","payment time","payment method"],"steps":[{"do":"If the transfer is not yet processing, open it and select Cancel transfer."},{"do":"For a remittance transfer, cancel by phone or in writing within 30 minutes of paying.","channel":"support-phone"},{"do":"If the transfer is processing, contact Wise. Cancellation is not guaranteed, and a completed transfer cannot be cancelled.","channel":"help-center-contact"},{"do":"If the refund is late, send a written complaint, then complain to the CFPB.","channel":"complaints-email"}],"facts":[{"kind":"deadline","claim":"\"You may cancel your Remittance Money Transfer orally or in writing within thirty (30) minutes after making payment\", if the recipient has not picked up or received the funds.","issues":["refund_request"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will refund your money within three (3) business days of your request to cancel a transfer\" (remittance transfers).","issues":["refund_request"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"Refund timing by payment method: credit or debit card up to 10 working days; bank transfer 0-3 working days; Wise Account balance instant if the money has not been sent out.","issues":["refund_request"],"source":"https://wise.com/us/help/articles/2971476/how-long-do-refunds-take","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"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":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"If you cannot call or chat about account takeover, email Wise from the account email address. If you cannot use that email, include your full name, date of birth, linked email and phone, and a photo of you holding your ID next to a paper with \"Wise\" and today's date.","issues":["unauthorized_charge","account_access"],"source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"}],"known_blockers":["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."]},"playbooks":{"fraud":{"company":{"id":"wise","name":"Wise","sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/"},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report a scam through the logged-in victim report. Wise can try to recall the money but does not guarantee a refund.","evidence":["transfer ID","amount and date","recipient details","messages from the scammer","police report number"],"steps":[{"do":"Sign in and file the guided scam report, or start it from the transfer in the app.","channel":{"id":"scam-report-form","type":"portal","label":"Report fraud or a scam (guided victim report)","value":"https://wise.com/help/victim-report/create","purposes":["fraud"],"access":"login","notes":"In the app, open the transfer, tap \"?\" and choose \"How do I report a fraudulent payment?\".","source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"}},{"do":"If the form does not work or you cannot log in, contact Wise through the logged-out contact flow.","channel":{"id":"logged-out-contact","type":"web_form","label":"Contact Wise when you cannot log in","value":"https://wise.com/help/contact/flows/logged-out","purposes":["account_access","unauthorized_charge","fraud"],"access":"open","source":"https://wise.com/us/help/","last_verified":"2026-10-12"}},{"do":"File a report with the police and with the FTC at ReportFraud.ftc.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"If Wise does not answer, send a written complaint.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB with the report reference and timeline.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"logged-out-contact","type":"web_form","label":"Contact Wise when you cannot log in","value":"https://wise.com/help/contact/flows/logged-out","purposes":["account_access","unauthorized_charge","fraud"],"access":"open","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"scam-report-form","type":"portal","label":"Report fraud or a scam (guided victim report)","value":"https://wise.com/help/victim-report/create","purposes":["fraud"],"access":"login","notes":"In the app, open the transfer, tap \"?\" and choose \"How do I report a fraudulent payment?\".","source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Wise's scam help page says \"We can't guarantee a refund.\" Wise may try to recall the funds. If you have not heard of a successful recall after 40 days, it was likely unsuccessful.","issues":["fraud"],"source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Wise lists each state regulator on its state licenses page.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"known_blockers":["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."],"security":{"official_domains":["wise.com"],"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":33},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","warnings":[]},"unauthorized_charge":{"company":{"id":"wise","name":"Wise","sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Freeze the card or account at once, report the transaction, and use the 120-day protection window.","evidence":["transaction details","account statement showing the transfer","date you noticed it"],"steps":[{"do":"Freeze the Wise card in the app. If someone may have access to the account, call or chat with Wise at once; Wise suspends the account and cards.","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"do":"For a card payment, open the transaction, choose \"Get help with this transaction\" and \"I think this payment was fraudulent\", or use the card dispute page.","channel":{"id":"card-dispute","type":"portal","label":"Dispute a Wise card payment","value":"https://wise.com/login?redirectUrl=%2Fdispute","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"}},{"do":"If you cannot log in, email Wise from the account email address, or use the logged-out contact flow.","channel":{"id":"logged-out-contact","type":"web_form","label":"Contact Wise when you cannot log in","value":"https://wise.com/help/contact/flows/logged-out","purposes":["account_access","unauthorized_charge","fraud"],"access":"open","source":"https://wise.com/us/help/","last_verified":"2026-10-12"}},{"do":"Send a written error notice by email or mail within the reporting window.","channel":{"id":"support-email","type":"email","label":"Wise Support (error and unauthorized transaction notices)","value":"Support@wise.com","purposes":["transaction_dispute","unauthorized_charge"],"notes":"Send from the email address linked to the Wise account.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}},{"do":"If Wise denies the claim without a reason, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"Wise Support (error and unauthorized transaction notices)","value":"Support@wise.com","purposes":["transaction_dispute","unauthorized_charge"],"notes":"Send from the email address linked to the Wise account.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"compliance-mail","type":"mail","label":"Written errors and complaints, Wise Compliance","value":"Wise US Inc., ATTN Wise Compliance, 30 W 26th Street, Floor 6, New York, NY 10010","purposes":["transaction_dispute","unauthorized_charge","poor_service"],"notes":"Mail only. Wise says this office is not open to customers.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"logged-out-contact","type":"web_form","label":"Contact Wise when you cannot log in","value":"https://wise.com/help/contact/flows/logged-out","purposes":["account_access","unauthorized_charge","fraud"],"access":"open","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"card-dispute","type":"portal","label":"Dispute a Wise card payment","value":"https://wise.com/login?redirectUrl=%2Fdispute","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"\"If you tell us within 120 calendar days after we provide you your Wise Account statement showing transfers you did not make, you will be eligible for 100% protection for Unauthorized Transactions.\"","issues":["unauthorized_charge","fraud"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"Wise aims to give an outcome within 10 working days for most card fraud cases. Cases that need a merchant response can take longer.","issues":["unauthorized_charge"],"source":"https://wise.com/us/help/articles/2935783/how-do-i-report-a-fraudulent-wise-card-payment","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"If you cannot call or chat about account takeover, email Wise from the account email address. If you cannot use that email, include your full name, date of birth, linked email and phone, and a photo of you holding your ID next to a paper with \"Wise\" and today's date.","issues":["unauthorized_charge","account_access"],"source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Wise lists each state regulator on its state licenses page.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"known_blockers":["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."],"security":{"official_domains":["wise.com"],"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":33},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","warnings":[]},"transaction_dispute":{"company":{"id":"wise","name":"Wise","sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/"},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Report a transfer error in writing. International transfers over $15 have 180 days; other transactions have 120 days.","evidence":["transfer ID","amount","date Wise said the money would arrive","recipient details","description of the error"],"steps":[{"do":"Notify Wise Support by email, phone or mail as soon as possible. Say what the error is and why.","channel":{"id":"support-email","type":"email","label":"Wise Support (error and unauthorized transaction notices)","value":"Support@wise.com","purposes":["transaction_dispute","unauthorized_charge"],"notes":"Send from the email address linked to the Wise account.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}},{"do":"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).","channel":{"id":"compliance-mail","type":"mail","label":"Written errors and complaints, Wise Compliance","value":"Wise US Inc., ATTN Wise Compliance, 30 W 26th Street, Floor 6, New York, NY 10010","purposes":["transaction_dispute","unauthorized_charge","poor_service"],"notes":"Mail only. Wise says this office is not open to customers.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}},{"do":"If the error is not corrected, complain to the complaints team.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB or your state regulator.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"Wise Support (error and unauthorized transaction notices)","value":"Support@wise.com","purposes":["transaction_dispute","unauthorized_charge"],"notes":"Send from the email address linked to the Wise account.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"},{"id":"compliance-mail","type":"mail","label":"Written errors and complaints, Wise Compliance","value":"Wise US Inc., ATTN Wise Compliance, 30 W 26th Street, Floor 6, New York, NY 10010","purposes":["transaction_dispute","unauthorized_charge","poor_service"],"notes":"Mail only. Wise says this office is not open to customers.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"help-center-contact","type":"portal","label":"Help Center contact (chat, email, call-back options)","value":"https://wise.com/login/?redirectUrl=/help/contact","purposes":["poor_service","refund_request","transaction_dispute","frozen_funds"],"access":"login","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"card-dispute","type":"portal","label":"Dispute a Wise card payment","value":"https://wise.com/login?redirectUrl=%2Fdispute","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"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.\"","issues":["transaction_dispute"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"\"After we receive your information, we'll investigate and decide within 90 days whether an error occurred.\" (remittance transfers)","issues":["transaction_dispute"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Wise lists each state regulator on its state licenses page.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"known_blockers":["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."],"security":{"official_domains":["wise.com"],"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":33},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","warnings":[]},"frozen_funds":{"company":{"id":"wise","name":"Wise","sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/"},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Wise can hold balances and close accounts without giving the reason. Appeal or request a refund through the appeals page.","evidence":["deactivation email","photo ID","photo of you holding the ID","reason for using Wise and purpose of transfers","proof of address or source of funds if asked"],"steps":[{"do":"Sign in and appeal the decision, or request a refund of the remaining balance to a bank account outside Wise.","channel":{"id":"appeals","type":"portal","label":"Appeal an account decision or request a refund after closure","value":"https://wise.com/appeals","purposes":["frozen_funds"],"access":"login","notes":"The account owner needs access to the registered email. If the page does not work, reply to the deactivation email.","source":"https://wise.com/us/help/articles/4iI8qrjPXnkWFgg0tNhPvY/how-do-i-appeal-my-account-decision","last_verified":"2026-10-12"}},{"do":"If the appeals page does not work, reply to the account deactivation email."},{"do":"Ask in writing when the money will be returned.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB if the funds are not returned.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"do":"Complain to your state money transmission regulator."}],"channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"contact-phone","type":"phone","label":"Wise US contact and complaints line","value":"+1-844-926-4389","purposes":["poor_service","refund_request","frozen_funds"],"access":"human_only","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"},{"id":"help-center-contact","type":"portal","label":"Help Center contact (chat, email, call-back options)","value":"https://wise.com/login/?redirectUrl=/help/contact","purposes":["poor_service","refund_request","transaction_dispute","frozen_funds"],"access":"login","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"appeals","type":"portal","label":"Appeal an account decision or request a refund after closure","value":"https://wise.com/appeals","purposes":["frozen_funds"],"access":"login","notes":"The account owner needs access to the registered email. If the page does not work, reply to the deactivation email.","source":"https://wise.com/us/help/articles/4iI8qrjPXnkWFgg0tNhPvY/how-do-i-appeal-my-account-decision","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"The US Customer Agreement lets Wise suspend or restrict an account and hold the balance if reasonably needed to protect against the risk of liability.","issues":["frozen_funds"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise says \"We can't tell you specific reasons why we closed your account.\" Customer Support cannot see the reason either.","issues":["frozen_funds"],"source":"https://wise.com/us/help/articles/2961844/my-account-was-closed-by-wise","last_verified":"2026-10-12"},{"kind":"process","claim":"After Wise closes an account, refunds of pending transfers take 3-10 working days by card, 2-3 working days by bank or wire transfer, and up to 90 working days by bank debit or ACH while Wise does due diligence checks.","issues":["frozen_funds","refund_request"],"source":"https://wise.com/us/help/articles/2961844/my-account-was-closed-by-wise","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Wise lists each state regulator on its state licenses page.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"known_blockers":["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."],"security":{"official_domains":["wise.com"],"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":33},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","warnings":[]},"refund_request":{"company":{"id":"wise","name":"Wise","sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cancel an unpaid transfer yourself. US remittance transfers can be cancelled within 30 minutes of payment for a full refund.","evidence":["transfer ID","payment time","payment method"],"steps":[{"do":"If the transfer is not yet processing, open it and select Cancel transfer."},{"do":"For a remittance transfer, cancel by phone or in writing within 30 minutes of paying.","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"do":"If the transfer is processing, contact Wise. Cancellation is not guaranteed, and a completed transfer cannot be cancelled.","channel":{"id":"help-center-contact","type":"portal","label":"Help Center contact (chat, email, call-back options)","value":"https://wise.com/login/?redirectUrl=/help/contact","purposes":["poor_service","refund_request","transaction_dispute","frozen_funds"],"access":"login","source":"https://wise.com/us/help/","last_verified":"2026-10-12"}},{"do":"If the refund is late, send a written complaint, then complain to the CFPB.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}}],"channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"contact-phone","type":"phone","label":"Wise US contact and complaints line","value":"+1-844-926-4389","purposes":["poor_service","refund_request","frozen_funds"],"access":"human_only","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"},{"id":"help-center-contact","type":"portal","label":"Help Center contact (chat, email, call-back options)","value":"https://wise.com/login/?redirectUrl=/help/contact","purposes":["poor_service","refund_request","transaction_dispute","frozen_funds"],"access":"login","source":"https://wise.com/us/help/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"\"You may cancel your Remittance Money Transfer orally or in writing within thirty (30) minutes after making payment\", if the recipient has not picked up or received the funds.","issues":["refund_request"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will refund your money within three (3) business days of your request to cancel a transfer\" (remittance transfers).","issues":["refund_request"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"Refund timing by payment method: credit or debit card up to 10 working days; bank transfer 0-3 working days; Wise Account balance instant if the money has not been sent out.","issues":["refund_request"],"source":"https://wise.com/us/help/articles/2971476/how-long-do-refunds-take","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Wise lists each state regulator on its state licenses page.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"known_blockers":["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."],"security":{"official_domains":["wise.com"],"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":33},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why.","channel":{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. 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Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). 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You can reject it within 21 days after the account opens."}],"security":{"official_domains":["wise.com"],"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":33},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 33 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}