Wirex Bewertungen 

Antwort von Wirex

12. Juli 2024

Hi there!

Thanks a lot for your review!

If you ever need any assistance or have more feedback, please feel free to contact us using this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

12. Juli 2024

Hello Nico!

We appreciate your positive feedback! Thank you for taking the time to share it with us.

If you have any suggestions or ideas to make things even better, we'd love to hear them. We're here to ensure your journey with us remains exceptional. Feel free to reach out to us via this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

11. Juli 2024

Hi Alexander!

Thanks a lot for your review!

If you ever need any assistance or have more feedback, please feel free to contact us using this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

9. Juli 2024

Hi Ute!

Thanks a lot for your review!

If you ever need any assistance or have more feedback, please feel free to contact us using this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

9. Juli 2024

Hi there,

Thank you for taking the time to bring this matter to our attention. We're sorry that your account is temporarily locked and you can’t use it at the moment.

As a regulated company, we have to follow specific procedures in order to maintain the highest financial standards and quality. Unfortunately, sometimes we are forced to temporarily suspend users' accounts to perform necessary reviews.

We perfectly understand how frustrating it can be to have an account blocked, so we do our best to complete the reviews as fast as possible. However, sometimes this process can take longer than we wish. We recommend reading this article if you’d like to get a better understanding: https://wirexapp.com/blog/post/understanding-account-blocking-in-aml-context-key-factors-and-solutions-0885. The reasons for potential account suspension are also outlined in our Terms and Conditions; you can refer to Paragraph 18 for more information: https://wirexapp.com/eea/en/legal/terms-and-conditions.

As soon as there's an update, we will promptly inform you via email.

Best regards,
Your Wirex Team

Antwort von Wirex

26. Juni 2024

Hi there!

We greatly appreciate your review and are happy to hear that you are enjoying our app!

If you ever have any questions or issues in the future, don't hesitate to reach out to us via this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

Aktualisiert am 4. Juli 2024

Hi there,

Thank you for taking the time to leave us a review. We sincerely apologize for not resolving your case sooner and for any inconvenience caused.

Wirex is a regulated banking institution and therefore required to monitor accounts for suspicious activity to ensure the safety and security of our customers and the financial system. If we identify an account in violation of our terms and conditions, just like all banks, we may be forced to close the account. In such cases, the remaining balance, if there's any, is refunded in accordance with the established procedure. This is done to ensure the safety and integrity of the banking system and is mentioned in our Terms and Conditions: https://wirexapp.com/eea/en/legal/terms-and-conditions.

We understand that an account closure can be unexpected and sincerely apologize if it caused you any distress. At the same time, we’d like to point out that we always provide information regarding the account closure and the remaining balance, if applicable, in our email communication. Unfortunately, due to legislation and legal requirements, we cannot share any additional details or disclose the specific reason for your account closure.

​To our regret, the refund process following the closure of an account is complex and time-consuming. It requires manual checks and coordination across various departments. While we cannot offer specific timeframes, please rest assured that your case won’t get overlooked.

Your patience and understanding during this process are greatly appreciated.

Best regards,
Your Wirex Team

Antwort von Wirex

21. Juni 2024

Hi Aris!

Thank you for taking the time to share your positive opinion about our app! Your feedback means a lot to us and motivates us to keep delivering the best app experience for you and our other customers.

If you ever need assistance or have any questions, remember that we're just a message away. Feel free to reach out to us via this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

Aktualisiert am 21. Juni 2024

Hi Christos,

Thank you for sharing your feedback with us. We're truly sorry to hear about your frustration with the verification process.

At Wirex, we take security very seriously to protect our users and comply with regulations, which sometimes means additional verification steps. We're constantly working on streamlining our verification process to make it more efficient, and your feedback is invaluable in helping us achieve this.

If you have any more feedback, we'd love to hear it. Your input helps us improve and provide a better experience for all our users.

Best regards, 
Your Wirex Team

Antwort von Wirex

19. Juni 2024

Hi Schwarz, 

Thank you for taking the time to leave us a review and for bringing this matter to our attention. 

We found your ticket #5914928, and a specialist on our team who can help will get back to you in the shortest possible time.  

Best regards, 
Your Wirex Team

Antwort von Wirex

15. Juni 2024

Hello Christos,

We understand how stressful it can be when your account is temporarily suspended and we apologize for not resolving the matter sooner.

As a regulated company, we occasionally have to temporarily lock accounts to carry out necessary checks and ensure that everything is in order. We know waiting can be frustrating and we're working to get the reviews done as quickly as possible. However, unfortunately, sometimes factors beyond our control can make it take longer.

If you're looking for more information about why the access to your account got restricted, we have an article that explains possible reasons: https://wirexapp.com/blog/post/why-cant-i-access-my-account-0729. Also, our Terms and Conditions, particularly Paragraph 18, provide more details on account suspensions: https://wirexapp.com/eea/en/legal/terms-and-conditions.

We appreciate your patience and understanding during this time. Rest assured that as soon as there's an update, we will promptly inform you via the ticket #5909722.

Best regards,
Your Wirex Team

Antwort von Wirex

13. Juni 2024

Hello Martin,

We are very sorry to hear that you were charged a storage fee. We understand the impact of unexpected charges on your finances, so we want to provide clarity on our policies and address any additional questions or concerns you may have.

An inactivity fee is a standard practice that financial institutions impose on their clients when there is no activity on their accounts, and we implemented this fee to ensure the efficient use of our storage resources. This policy is transparently disclosed in our Terms and Conditions, which all customers agree to during the onboarding process. You can refer to Paragraph 9. Storage Fee and Promotional WXT Clawback for more details: https://wirexapp.com/eea/en/legal/terms-and-conditions. Additionally, every storage fee charge is shown in the activity history of your account.

The storage fee consists of two components. For the initial 9 months of inactivity, the system charges £/$/€ 5.00 per month for fiat balances. For crypto balances, it's 20% of the account balance monthly, or a minimum of £5.00.

If an account remains inactive for 18 months, additional fees apply. For crypto balances, it's 0.003 BTC or equivalent per day, and for fiat, the system charges £/$/€ 5.00 per month per balance at the prevailing exchange rate.

An important aspect to note is that if you transact with Wirex after being subject to the storage fee, we will stop charging the fee from the first business day after you resume transactions. We believe this offers a convenient and straightforward solution to ensure you can enjoy our services without incurring any additional fees.

If you have any further questions or require clarification regarding our storage fee policy, we would be more than happy to assist you. You can contact us here: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

8. Juni 2024

Hello Bedrije!

We're overjoyed to hear that you love our app! Thank you for taking the time to share your feedback.

If you ever have any questions or issues in the future, don't hesitate to reach out to us via this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

7. Juni 2024

Hi there,

Thank you for taking the time to leave us a review. Your concerns are important and we'd like to take this opportunity to address them to provide clarity and more detailed insights.

We've forwarded your request to the relevant agent. We sincerely apologize for the delay and inconvenience caused with the verification process.

Rest assured, we'll expedite the process from our end. Thank you for your patience.

Best regards,
Your Wirex Team

Antwort von Wirex

6. Juni 2024

Hello André!

We're overjoyed to read your positive feedback! Thank you for taking the time to share it.

If you ever have any questions or issues in the future, don't hesitate to reach out to us via this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

3. Juni 2024

Hello,

Thank you for bringing up your concerns about the storage fee. We understand them and we're here to provide clarity on our policy.

An inactivity fee is a standard practice that financial institutions impose on their clients when there is no activity on their accounts, and we implemented this fee to ensure the efficient use of our storage resources. This policy is transparently disclosed in our Terms and Conditions, which all customers agree to during the onboarding process. You can refer to Paragraph 9. Storage Fee and Promotional WXT Clawback for more details: https://wirexapp.com/eea/en/legal/terms-and-conditions.

The storage fee consists of two components. For the initial 9 months of inactivity, the system charges £/$/€ 5.00 per month for fiat balances. For crypto balances, it's 20% of the account balance monthly, or a minimum of £5.00.

If an account remains inactive for 18 months, additional fees apply. For crypto balances, it's 0.003 BTC or equivalent per day, and for fiat, the system charges £/$/€ 5.00 per month per balance at the prevailing exchange rate.

We want to emphasize that the Terms and Conditions, including the storage fee policy, were clearly disclosed and made available to you during the onboarding process. Every storage fee charge is also shown in the activity history of your account.

An important aspect to note is that if you transact with Wirex after being subject to the storage fee, we will stop charging the fee from the first business day after you resume transactions. We believe this offers a convenient and straightforward solution to ensure you can enjoy our services without incurring any additional fees.

If you have any further questions or require clarification regarding our storage fee policy, we would be more than happy to assist you.

Best regards,
Your Wirex Team

Antwort von Wirex

30. Mai 2024

Hi Pedro!

Thank you for taking the time to share your positive opinion about our app!

If you ever need assistance or have any questions, remember that we're just a message away. Feel free to reach out to us via this form: https://wirexapp.com/help/request/create.

Best regards,
Your Wirex Team

Antwort von Wirex

28. Mai 2024

Hi there,

Thank you for taking the time to leave us a review. We sincerely apologize for not resolving your case sooner and for any inconvenience caused.

Wirex is a regulated banking institution and therefore required to monitor accounts for suspicious activity to ensure the safety and security of our customers and the financial system. If we identify an account in violation of our terms and conditions, just like all banks, we may be forced to close the account. In such cases, the remaining balance, if there's any, is refunded in accordance with the established procedure. This is done to ensure the safety and integrity of the banking system and is mentioned in our Terms and Conditions: https://wirexapp.com/eea/en/legal/terms-and-conditions.

We understand that an account closure can be unexpected and sincerely apologize if it caused you any distress. At the same time, we’d like to point out that we always provide information regarding the account closure and the remaining balance, if applicable, in our email communication, just like we did in your case (the email subject is "Closure of Wirex Account" and its ticket number is #5876519). Due to legislation and legal requirements, we cannot share any additional details or disclose the specific reason for your account closure.

​To our regret, the refund process following the closure of an account is complex and time-consuming. It requires manual checks and coordination across various departments. While we cannot offer specific timeframes, please rest assured that your case won't be overlooked.

Your patience and understanding during this process are greatly appreciated.

Best regards, 
Your Wirex Team

Antwort von Wirex

23. Mai 2024

Hi there, 

Thank you for taking the time to leave us a review and for bringing this matter to our attention. 

We apologize for the delay in answering you and for any inconvenience caused. As we experienced an increase in the number of requests, we were unable to address your case in a timely manner. 

We found your ticket #5885294, and a specialist on our team who can help will get back to you in the shortest possible time.  

Best regards, 
Your Wirex Team

Antwort von Wirex

21. Mai 2024

Hi there,

Thank you for taking the time to leave us a review. We sincerely apologize for not resolving your case sooner and for any inconvenience caused.

Wirex is a regulated banking institution and therefore required to monitor accounts for suspicious activity to ensure the safety and security of our customers and the financial system. If we identify an account in violation of our terms and conditions, just like all banks, we may be forced to close the account. In such cases, the remaining balance, if there's any, is refunded in accordance with the established procedure. This is done to ensure the safety and integrity of the banking system and is mentioned in our Terms and Conditions: https://wirexapp.com/eea/en/legal/terms-and-conditions.

We understand that an account closure can be unexpected and sincerely apologize if it caused you any distress. At the same time, we’d like to point out that we always provide information regarding the account closure and the remaining balance, if applicable, in our email communication. Unfortunately, due to legislation and legal requirements, we cannot share any additional details or disclose the specific reason for your account closure.

​To our regret, the refund process following the closure of an account is complex and time-consuming. It requires manual checks and coordination across various departments. While we cannot offer specific timeframes, please rest assured that your case won’t get overlooked.

Your patience and understanding during this process are greatly appreciated.

Best regards,
Your Wirex Team