The Hidden Costs of Wise: A Complete User Complaint Roundup
An in-depth insight based on global user feedback and regulatory notices (Data as of August 2025)
Core Pain Points Summary
While Wise attracts many users with its low-cost, high-efficiency cross-border transfer services, three core issues lurk beneath the surface: unwarranted account freezes, severely delayed customer support, and non-transparent fee structures—these are the most concentrated areas of user complaints.
User Advice: Wise is more suitable as a transfer tool for small, non-urgent amounts. When handling large or important transactions, it is essential to keep a traditional bank as a backup and remain vigilant about Wise’s fees and exchange rate details.
Analysis of Core Complaint Areas
Account Freezes & Locked Funds
Specific Complaint Cases:
- Case A: $6,000 AUD frozen for 10 business days for a “routine review,” with customer service stating there was no expedited channel.
- Case B: Account blocked when transferring $14,000 USD before Christmas, making it impossible to buy gifts.
- Case C: Required to provide complex documents like a dual-signed employment contract to prove source of funds, rejected after multiple submissions.
💡 Advice for Users
❶ Diversify Risk: Never use Wise as your sole financial account.
❷ Proactive Communication: Prepare proof of funds for large transfers and contact customer service to explain in advance.
Slow Customer Support Response
Specific Complaint Cases:
- Case D: Average email response delay of 3-5 days, requiring repeated follow-ups for unresolved issues.
- Case E: Call to customer service automatically disconnected after a 2-hour wait.
- Case F: Customer service provides only templated responses and repeatedly asks for the same documents.
💡 Advice for Users
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❶ Official Complaint: Submit a detailed request via the official complaint email (`customercomplaints@wise.com`).
❷ External Pressure: Complain to local financial regulatory bodies (like AFCA, CFPB) to speed up the process.
Non-Transparent Rates & Fees
Specific Complaint Cases:
- Case G: Advertised “zero fees,” but a test transfer of $2,000 USD had a 0.45% hidden exchange rate markup.
- Case H: The spread (buy-sell difference) in cryptocurrency transactions was 4.5 times higher than advertised.
- Case I: Charged double fees for ATM withdrawals (Wise fee + third-party ATM fee).
💡 Advice for Users
❶ Check Costs: Always use the official “fee calculator” on the website to confirm the total cost before transferring.
❷ Withdraw Wisely: Prioritize withdrawing in the local currency and be mindful of free limits.
Technical Issues & Tedious Verification
Specific Complaint Cases:
- Case J: Identity verification repeatedly failed due to a “name match” issue during account opening, delaying transactions.
- Case K: The Android app frequently crashes, making it impossible to create transfers.
- Case L: Account balance showed a negative number after a failed payment, requiring manual repayment to continue using the service.
💡 Advice for Users
❶ Compatibility First: It is recommended to use Chrome or Firefox for the best experience.
❷ Double-Check: Ensure bank account information is accurate and the balance is sufficient before transferring.
Two Key Platform Risks
Compliance & Regulatory Risks
Description & Cases:
Wise has been penalized multiple times by global regulatory bodies for compliance issues.
- 2025: Fined and ordered to pay compensation by the US CFPB for incorrectly disclosing ATM fees and exchange rates.
- 2023: Fined €3.5 million in Lithuania for deficiencies in its anti-money laundering processes.
- These incidents reflect an imbalance between its internal risk control and user experience, where ordinary users’ accounts may be affected by rigid compliance reviews.
💡 Advice for Users
❶ Avoid High-Risk Transactions: Try to avoid transactions involving sensitive areas like cryptocurrency or gambling.
❷ Regular Backups: Keep a record of your own transaction history in case of need.
Debit Card & Account Restrictions
Description & Cases:
Its multi-currency account and debit card have many restrictions in practice.
- Geographic Restrictions: In countries like Japan, the Wise card is only supported at specific ATMs (e.g., AEON) and requires special operating options.
- Functional Restrictions: Cannot directly receive funds from some cryptocurrency exchanges (like Binance).
- Compatibility Issues: When linking to PayPal for withdrawals, funds may be frozen due to risk control, with both parties blaming each other.
💡 Advice for Users
❶ Do Your Homework: Use the Visa/Mastercard ATM locator to check for supported ATMs before traveling.
❷ Confirm Receiving Rules: Always confirm the recipient’s account type and platform restrictions before transferring.
Wise 的隐形成本：便利背后的用户“吐槽”大全
一份基于全球用户反馈和监管公告的深度洞察 (数据截至 2025 年 8 月)
核心痛点总结
Wise 虽以低成本、高效率的跨境转账服务吸引了大量用户，但其背后隐藏的三大核心问题——账户无故冻结、客服响应严重滞后、费用结构不透明——是用户投诉最集中的领域。
用户建议：Wise 更适合作为小额、非紧急的转账工具。处理大额或重要交易时，务必保留传统银行作为备用，并对 Wise 的费用和汇率细节保持警惕。
用户吐槽核心领域分析
账户冻结 & 资金被锁
具体吐槽案例:
- 案例 A: $6,000 澳元因“常规审查”被冻结10个工作日，客服称无加急通道。
- 案例 B: 圣诞节前转账 $14,000 美元时账户被封，无法购物。
- 案例 C: 被要求提供双签雇佣合同等复杂文件以证明资金来源，多次提交仍被拒。
💡 给用户的建议
❶ 分散风险：切勿将 Wise 作为唯一资金账户。
❷ 主动沟通：大额转账前准备好资金来源证明，并主动联系客服说明。
客户支持响应慢
具体吐槽案例:
- 案例 D: 邮件回复平均延迟3-5天，问题无法一次性解决。
- 案例 E: 致电客服等待2小时后被自动挂断。
- 案例 F: 客服只会模板化回复，并反复要求提交相同材料。
💡 给用户的建议
❶ 官方投诉：通过官方投诉邮箱 (`customercomplaints@wise.com`) 提交详细诉求。
❷ 外部施压：向当地金融监管机构（如 AFCA、CFPB）投诉以加速处理。
汇率与费用不透明
具体吐槽案例:
- 案例 G: 宣传“零手续费”，但实测转账 $2,000 美元时有 0.45% 的隐性汇率加价。
- 案例 H: 加密货币交易的点差（买卖价差）是宣传的4.5倍。
- 案例 I: ATM取款被收取Wise手续费 + 第三方ATM费，双重收费。
💡 给用户的建议
❶ 核对成本：转账前务必使用官网的“费用计算器”确认最终总成本。
❷ 明智取款：优先选择用本地货币取款，并留意免费额度。
技术问题 & 验证繁琐
具体吐槽案例:
- 案例 J: 开户时因“重名”导致身份验证反复失败，延误交易。
- 案例 K: 安卓应用频繁崩溃，无法创建转账。
- 案例 L: 支付失败后账户余额竟显示为负数，需手动补缴才能继续使用。
💡 给用户的建议
❶ 兼容优先：建议使用 Chrome 或 Firefox 浏览器以获得最佳体验。
❷ 仔细检查：转账前确保银行账户信息准确无误，且余额充足。
平台的两大关键风险
合规与监管风险
描述与案例:
Wise 已多次因合规问题被全球监管机构处罚。
- 2025年: 因未正确披露 ATM 费用和汇率被美国 CFPB 处以罚款和赔偿。
- 2023年: 因反洗钱流程存在缺陷被立陶宛处以 €350 万罚款。
- 这些事件反映出其内部风控与用户体验之间存在失衡，普通用户的账户可能因僵化的合规审查被波及。
💡 给用户的建议
❶ 避免高风险交易：尽量避免账户涉及加密货币、博彩等敏感领域的资金往来。
❷ 定期备份记录：保存好自己的交易记录，以备不时之需。
借记卡与账户限制
描述与案例:
其多币种账户和借记卡在实际使用中存在诸多限制。
- 地域限制: 在日本等国家，Wise 卡仅支持特定 ATM（如 AEON），且操作选项特殊。
- 功能限制: 无法直接从某些加密货币交易所（如币安）接收资金。
- 兼容问题: 关联 PayPal 提现时，可能因风控导致资金被冻结，且双方互相推诿责任。
💡 给用户的建议
❶ 提前做好功课：出行前使用 Visa/Mastercard 的 ATM 定位器查询支持的取款机。
❷ 确认收款规则：转账前务必确认收款方的账户类型和平台限制。
