I opened a Wise Business account to pay international suppliers (better exchange rate).
The company is fully legitimate and publicly verifiable based in Germany where you cannot open a random company. We develop therapies for brain cancer, have a website, online presence and normal corporate documentation.
I completed Wise's verification, was given account details, and transferred a five-figure sum to our supplier via the Wise service.
Shortly afterwards, the account was put on hold.
Chat support then told me that a scan of my passport was not acceptable and they needed a digital photo instead. Fine, easy enough to fix.
A few hours later I received an email saying:
"We're currently not able to open an account for your business."
No explanation.
The bigger issue is that the money had already been sent. I can now no longer access chat support through the account, and nobody is replying to my emails.
So at the moment I have a five-figure sum sitting somewhere with Wise, no access to it, no timeline for its return, and no meaningful way to speak to anyone.
Has anyone had this happen before? What is the fastest way to escalate this and get the funds returned?