EExchanger exchanger

Hello,

We request the exchanger's administrator to respond to the user's complaint.

Sincerely, administration of the BestChange exchanger monitor.

Hello dear customer, we sent the whole amount, one transfer did not reach you, we asked for a statement and then a video, you sent the statement but did not want the video. Unfortunately, without the information provided, the bank cannot find the transfer.

In the bank statement from the mobile app that I provided, there is all the information about the transactions from the past few days, which is sufficient to confirm that the funds have not reached me. Yet, you are asking me to record a video of my device’s screen using another device, showing how I log into the banking app and navigate to the transactions section. How will this help you locate the transaction, and how is this different from the official bank statement I already provided? A screen recording contains confidential information, and according to data protection laws, I am not obliged to provide a video that compromises my privacy.

This is not our request, but the support of Wise, it is a common thing when transfers are lost. We told you in the request that passwords at login should be hidden for confidentiality. This nickname will not affect your personal information.

This is nonsense. A payment couldn’t have gotten lost in Wise if it was truly sent to my details, because you didn’t send it via bank details using SWIFT — you sent it to the email address I provided in the request. Such payments are always instant and never get lost. Everything indicates that you either never sent this payment, or it was mistakenly sent to someone else due to an operator error — and now you’re trying to shift the blame onto Wise.

Why would Wise request a video of their own mobile app if they can already see all transactions in their system and can easily verify whether a payment reached the recipient — without any statements, let alone a video?

This is absurd on your part. Wise would never ask for a video of their own app as proof that a payment wasn’t received.

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