Wise Lost My Money since 6 months

Pap11

I submitted a complaint with Wise because a transfer that I sent in November 2023 from Wise bank account didn't reach my Revolut Business account.

I contacted Revolut via the in-app chat on the 10th of February 2024, as I noticed that a transfer sent from my Wise account to my Revolut account was not received. I explained that initially Wise sent the payment to a wrong account. However, on the 4th of December 2023 they amended the beneficiary account but the funds were not received.

The agent, after checking my issue with Revolut payments team, informed me that the transfer was not present in their system, therefore they couldn't locate it. I was suggested to get in touch with the sender's bank and initiate a recall of the amount, as they are responsible for the delivery of the transfer and recalling or tracing the funds.

However, I came back on chat on the 13th of February, because Wise informed me that they couldn't recall the payment. After checking with Revolut payments team, their agent told me that the amendment didn't help the process as the funds were sent to an incorrect account details.

Eventually, I got in touch again via chat on the 1st of March and asked Revolut to solve the issue with the missing transfer. The agent checked the issue again with their transfers team and I was informed that Revolut received the recall request and they were working on my concern. However, I needed to get in touch with the sending bank for more updates because Revolut couldn't share any details according to GDPR..

Final response from Revolut complains analyst

I have carefully analysed your issue and I would like to inform you that the transfer mentioned in your complaint, sent on the 6th of November 2023 for the amount of 28,850.00 USD, was not assigned to your Revolut Bank UAB, branch in Ireland Business account because it was sent to incorrect details and the amendment didn't help the process.

I would like to confirm that Revolut received the recall request from the sending bank. Please rest assured that our payments team is working on this issue. However, due to privacy (GDPR) restrictions, we can't share with you any further information. For more updates, I kindly suggest you to get in touch with the sender's bank.

The final answer from Wise Is that they do no wnt tò ask for a new re all and payment Is definitely Stuck in the middle, probably in the intermediary bank wich is JP Morgan.

Ayr_Rage

Wise would only send it to the account you specified, they do not seem to be solely at fault here.

You'll have to persist and ask them to recall it.

km1500

I am guessing that you gave the wrong account number to Wise and they sent it to Revolute but not to your account because of the incorrect account number 

yes they are trying to recall the money from the incorrect account but they probably need the permission of the person whose account it is to do this and this is why there is a delay

apologies if I have misread the situation

Ayr_Rage

km1500 said:

I am guessing that you gave the wrong account number to Wise and they sent it to Revolute but not to your account because of the incorrect account number 

yes they are trying to recall the money from the incorrect account but they probably need the permission of the person whose account it is to do this and this is why there is a delay

apologies if I have misread the situation

Good point.

If the incorrect details were an active account of another customer then that's where the money will be sitting rather than in a suspense account.

That will make it much more difficult to retrieve.

penners324

Sounds like the owner of the account you sent the money is refusing the transfer recall or there isn't enough funds in that account.

Wise hasn't lost it, you sent it to the wrong account 

TheBanker

Why did Wise send the payment to the wrong account? Was this their error, or did you instruct them to do this?

Do you know the person whose account this was sent to (e.g. are they someone you've paid before)? If so your best option would be to contact them directly because the recall is probably waiting for them to authorise the removal of your funds from their account.