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A change of address led to our Wise accounts being shut down

(shaun.nz)
325 points jemmyw | 8 comments | 30 Oct 25 22:41 UTC | HN request time: 0.792s | source | bottom
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FateOfNations ◴[31 Oct 25 00:29 UTC] No.45767064[source]▶
At some point customer service died. Businesses of seem to no longer be interested in dealing with customers. Good customers come in all shapes and sizes, and often don't exactly fit a cookie cutter. It's frustrating to see businesses just cut and run the moment something becomes a problem that needs more than a series of pre-scripted responses to be resolved.
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1. hpdigidrifter ◴[31 Oct 25 03:40 UTC] No.45768164[source]▶
Wise customer service is amazingly good though.

I'd much prefer to use a company that spends 100% of the time on 80% of customers than one that spends 80% of it's time on 20% of the customers

OP can't even provide proof from the tax office of being at that address, it's an angry rant rather than the whole picture.

Would you go into business with him with nothing but a phone bill as proof?

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2. robocat ◴[31 Oct 25 04:24 UTC] No.45768424[source]▶
I've had good interactions with Wise twice.

I couldn't log on, got the problem escalated, then they got me to create a logged session in their app, and from that they diagnosed the problem was due to larger text on a smaller screen causing their app to crash. I've rarely had technical faults diagnosed and fixed by any company.

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3. anonymousiam ◴[31 Oct 25 04:30 UTC] No.45768450[source]▶
Did you read the post? The business had just moved. Was it supposed to wait on the tax office for the next tax statement, which could arrive months later?
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4. t0lo ◴[31 Oct 25 04:34 UTC] No.45768469[source]▶
Cough economist and financial times
5. selcuka ◴[31 Oct 25 04:53 UTC] No.45768560[source]▶
> OP can't even provide proof from the tax office of being at that address

Well, the article says otherwise. I think "The document was rejected because it was a tax invoice, not a bill." is a pretty lame rejection reason.

That being said, I didn't quite get the solution Wise suggested. Don't they already have a lease document for the new office? It looks like the author has omitted some crucial detail.

6. selcuka ◴[31 Oct 25 04:57 UTC] No.45768572[source]▶
> Was it supposed to wait on the tax office for the next tax statement, which could arrive months later?

In Australia you can get a Company Extract from ASIC for $10. Apparently it's free in NZ [1].

I believe they haven't actually updated their registered company address for some reason, and that triggered Wise's systems.

[1] https://companies-register.companiesoffice.govt.nz/help-cent...

7. SomeUserName432 ◴[31 Oct 25 11:49 UTC] No.45770992[source]▶
Had a transfer frozen by the central bank earlier this year.

Wise was very helpful in getting it resolved, and made it clear that if anything else came up, just reply to the e-mail anytime.

8. swat535 ◴[31 Oct 25 15:05 UTC] No.45772791[source]▶
To counter this, I was using my account for years with no issues, then one day I've had my Wise account "closed" for no reason other than "breach of terms".

No other insights or discussion and the appeal process basally took months with nothing but an automated response.

I've given up on all these "fintech" companies and am using tradition banks.. at least there is regulations and they can't randomly decide to close your account and remain unresponsive when you require support.

I've been telling my loved ones to stay away from Wise, PayPal and similar services.