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Comment by fto_wise | Hacker News Reader

Hey there, I work at Wise and saw this during my break. I'm really really sorry for the bad experience here. I just checked with my team internally and this has been fixed prior to this making front page.

If you are still facing an issue, can you reply to my comment - and I'll give you a call back on the number you provided our support team with. Thanks and my apologies again.

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So you need someone on HN to get hit by your post to get a decent customer support?!?

Seems like they are saying this has been resolved before it was posted here so before someone had a chance to see it on HN?

maybe yes, maybe they are just trying to patch up bad publicity...

the point anyway is not this but the fact that customer service should work regardless of whether a mishap ends up on HN

Given how similar this reply is to the emails the customer was trading with customer support earlier (it looks like it’s fixed, try again!), I wouldn’t assume it’s actually fixed until the customer says it is.

If you have a good escalation path, consider mentioning the other bad experiences people are reporting here, in particular contradictory claims made by customer service regarding the needed KYC information, lack of reading comprehension by customer service, or generally a kafkaesque, frustrating, broken KYC process.

See e.g. https://news.ycombinator.com/item?id=43981863 and the linked GIF showing the customer being sent into an infinite loop, the original report, and my own experience (being asked for nonexistent address components - I'm not looking for a one-off solution as exposing my money to Wise until the company has actually cleaned up its act would be... unWise).

Another "sorry we got caught" case... companies will never change.

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