Comment by ritzaco
2 years ago
And to add
- They do not offer live chat at the moment because they are too busy.
- The phone waiting times are up to 30 minutes. I've called them many times and they are completely unable to do anything as they are the 'support' team and it all depends on the 'verification' team.
- They respond to emails with canned responses, usually 2-3 days
- They respond on Twitter in public and by DM. In public, they make it sound like they really care and ask to DM. If you DM, you get an AI bot that might eventually put you through to an agent if you find the correct way through the decision tree. Then the agent will tell you that they are working as fast as they can and you should wait another 10 working days and see what happens.
Have you tried contacting them via complaints-team[at]wise.com and complaints[at]wise.com? This has worked for me pretty well in the past.
https://wise.com/help/articles/2235393/how-do-i-make-a-compl...
This is the way to go. "A complaint" in the financial world is a very specific thing, it's not just someone having a grumble about things. Financial Conduct Authority regulations mean that once a formal complaint has been raised the company is obliged to resolve that complaint within a specified time frame, and if they don't you can escalate it to the FCA, who on investigating can issue substantial penalties if the company is found to be at fault. All financial companies have internal teams whose entire job is resolving complaints before that happens.
This. You want to speak to the people in the bank whose KPI is "zero regulatory actions this quarter", not the people whose KPI is some bullshit like customer satisfaction eNPS scores.
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No it doesn’t?
Some people may use HN in read-only mode, and if they come across something where they think they can assist, they have to create an account. Sounds crazy I know.
there's a chance they're actually having technical difficulties my tracking number was invalid for more than a day just a few days ago