Formerly known as TransferWise, Wise is a financial technology company that provides a range of services related to international money transfers and exchange. Businesses and individuals can send and receive money across borders quickly and cheaply, with transparent exchange rates and minimal fees.
Wise also offers borderless accounts that allow customers to hold and manage money in multiple currencies, without the need for a traditional bank account. This can be useful for freelancers, and businesses with international operations. That is not all. The company even provides a debit card that can be used globally, allowing customers to spend money in different currencies with low exchange fees.
Started in 2011 in London, UK, Wise was founded by two friends who were frustrated with the high fees charged by traditional banks for international money transfers. Since then the company has grown rapidly and has expanded its services to include borderless accounts and a debit card.
Wise aims to make international money transfers and currency exchange as fast, easy, and cheap as possible. The company’s mission is to provide fair and transparent financial services that work for everyone, regardless of where they are in the world.
The grievance redressal desk at Wise is responsible for handling complaints and resolving disputes that customers may have with the company’s services or products. The desk is tasked with investigating complaints thoroughly, providing timely and appropriate responses, and taking steps to resolve issues in a fair and transparent manner. The desk also works to identify and address any systemic issues that may be causing recurring complaints.
Types of Redressal Issues at Wise
Customers of Wise may have different types of issues that require redressal. Here are some common types of issues that the grievance redressal desk of Wise may handle.
Transfer Delays or Failures — Sometimes, a transfer may take longer than expected or fail altogether. This can be frustrating for customers, especially if the money is needed urgently. The GRD can investigate the issue and work to resolve it as early as possible.
Exchange Rate Discrepancies — Wise prides itself on offering transparent exchange rates, but occasionally, customers may notice discrepancies between the advertised rate and the actual rate they receive. The GRD can investigate such issues and provide explanations and refunds if necessary.
Account Access or Security Issues — Customers may experience difficulties in accessing their accounts or suspect that their accounts may have been compromised. The GRD can help customers regain access to their accounts, investigate security concerns, and take appropriate measures to prevent further issues.
Billing or Fee Disputes — Wise charges minimal fees for its services, but occasionally, customers may dispute the charges or fees they have been billed. The GRD investigates such issues and resolves them to the customers’ satisfaction.
Customer Service Issues — Customers may have problems with the quality and responsiveness of Wise’s customer service. The GRD investigates such complaints and takes steps to improve the quality of service provided to customers.
How to Seek Grievance Redressal at Wise
If you wish to seek grievance redressal at Wise, you can do so by contacting the company’s customer support team through phone, the website or mobile app. To call the support, you can dial +44 808 175 1506 (UK) or 1-888-908-3833 (US). If you simply want to make an appeal on your account being closed or deactivated, you can use this web form here.
To seek redressal online, you can follow these steps.
- Log in to your Wise account on the website or mobile app.
- Navigate to the Help Center section where you can find information on common issues, frequently asked questions, and contact options.
- Choose the relevant issue or topic and browse the articles or support documents related to it.
- If the issue is not resolved or if you need further assistance, you can use the live chat or email support options to contact the customer support team.
- If the issue remains unresolved, or if you are not satisfied with the customer support’s resolution, you can escalate the matter to the grievance redressal desk.
- The GRD will investigate the issue once you have provided all the necessary details regarding the problem. They will request a reasonable timeframe within which they will resolve the matter and return to you with feedback.
You can consider filing a complaint with Wise’s regulatory authority if you have been unsatisfied at the preliminary levels. Wise is regulated by different financial regulatory authorities, depending on the country or region it operates in. Access the contact information of the relevant regulatory authority and learn about the process of filing a complaint from the website or mobile app.
