Wise aka Transferwise vs HSBC have lost my money

sheramber

Daliah said:

sheramber said:

 
Wise are based in Brussels, hence Belgian ombudsman.

Wise have offices all over the world. Their complaints processes, and the escalation if required, are detailed here: https://wise.com/help/articles/2235393/how-do-i-make-a-complaint

But the OP's complaint isn't with Wise. They need to sort the issue with HSBC.

I am aware of that.
I was replying to the question why the Belgian Ombudsman.

It was Wise who advised the OP about contact to the Belgian Ombudsman in their reply to the OP which came from the  Brussels address.

Daliah

sheramber said:

Daliah said:

sheramber said:

 
Wise are based in Brussels, hence Belgian ombudsman.

Wise have offices all over the world. Their complaints processes, and the escalation if required, are detailed here: https://wise.com/help/articles/2235393/how-do-i-make-a-complaint

But the OP's complaint isn't with Wise. They need to sort the issue with HSBC.

I am aware of that.
I was replying to the question why the Belgian Ombudsman.

It was Wise who advised the OP about contact to the Belgian Ombudsman in their reply to the OP which came from the  Brussels address.

As explained in the link I posted, Wise advised to use the Belgian Ombudsman because the OP is an EU resident, not because Wise have an office in Brussels.

[Deleted User]

sheramber said:

Deleted_User said:

shoi said:

eDicky said:

shoi said:

The payment currently has been shown to be sent out, and based on the message interpretation, is going through some compliance check. Based on that trace message we can confirm what you already know as well - that the funds are not released to your balances.

This seems to be the relevant info. It might be worth telling HSBC France that they do have your money, but it's likely that they are not allowed to inform you about the compliance process and you just have to await its completion. Ombudsfin are likely to be more useful than the UK ombudsman, if you feel the need.

Believe me I have told HSBC.  Repeatedly.  Yes Ombudsfin because I think they have power over both parties.

Compliance is a bit much.  Long standing customer, this sort of transfer on exactly the same route has been done a dozen? times.

Why would the Belgian Ombudsman adjudicate on a French bank?

As a side note, Transferwise appear to have done their tasks. It's HSBC France that you have to pursue. 

Wise refer to the ombudsman for their processes, not for HSBC France.
 
Wise are based in Brussels, hence Belgian ombudsman.

The OP stated they thought HSBC France would utilise a Belgian Ombudsman. 
HSBC France would be aligned with the French equivalent. 

Standingstrong

Your money is not lost. HSBC thinks that it’s I’ll gotten gains (fraud ) complain to all the banks and the FB ombudsman. 

A bank can and will hold money if they have suspicions about it. Didn’t you read and TC’s and C’s when opening the account? As it says clearly there.. 

Daliah

Standingstrong said:

Your money is not lost. HSBC thinks that it’s I’ll gotten gains (fraud ) complain to all the banks and the FB ombudsman. 

FB ombudsman? 

nachoswithcocoa

Hi OP - I am now in the exact same situation . Wise say they have sent the money, but HSBC (UK) say they cannot see any record of it. No idea what to do next. Like you, it was a significant sum. Can I ask, did you get this resolved?

born_again

nachoswithcocoa said:

Hi OP - I am now in the exact same situation . Wise say they have sent the money, but HSBC (UK) say they cannot see any record of it. No idea what to do next. Like you, it was a significant sum. Can I ask, did you get this resolved?

OP was Last Active 5 September at 4:44PM So I would not expect a reply.

You need to get Wise to trace the payment. Foreign payments go through many intermediaries.

eDicky

born_again said:

nachoswithcocoa said:

Hi OP - I am now in the exact same situation . Wise say they have sent the money, but HSBC (UK) say they cannot see any record of it. No idea what to do next. Like you, it was a significant sum. Can I ask, did you get this resolved?

 

You need to get Wise to trace the payment. Foreign payments go through many intermediaries.

My understanding is that funds are usually not actually moved across borders by transfer providers such as Wise, but received to their local account in one country and paid out to the recipient from their account in that country, using domestic payment systems.

So in this case Wise would transfer from their UK account to the recipient's HSBC account. Perhaps HSBC is telling the usual porkies that they haven't received it because they can't reveal that anti-fraud/AML investigation is in progress.