Account block no idea if my funds are safe

My account has been blocked for almost a week, possibly hacked. Reported to Wirex with ticket number. Only answer is that it’s been investigated and will get back to me with full report.

Why does it take so long?

Why can’t they just say if our funds are safe?

This are hard times, Wirex should have some care and responsibility to there customers.

Is anyone else going through similar situation? I need to get in touch to make a group formal complaint

Hi Patrick,

I can completely understand how unhappy you are because of this situation and I am sorry for any inconvenience caused.

Please note that such cases are not processed by the support team directly, which means that we cannot unblock your account from our end. Such cases are always processed by our relevant team and I can state for sure that we will be able to provide you with more information once the investigation of your case is completed.

Best regards!


So what you saying is it’s a third party that’s handling our funds?


Hi Pat,

Not exactly, our relevant department is investigating the case that was reported by you recently.

As it was mentioned, such cases are always handled manually and are treated with special attention as they are related to security.

That is why it may take some time and I can promise that you will be updated asap in case of any news.

Warm regards.

Account still blocked for two weeks, this is a joke Wirex. I would be really careful if I were you to trust Wirex with your finds

I really think Wirex should warn there users not to use Wirex as there main account. This blocking of account and funds getting missing May course great difficulty for people. Especially if they have to pay bills est.

Wirex is not ready for this level of security. We still need high street banks as they are regulated and insured so your funds are safe. Even if you didn’t have a problem before you will in the future

Two weeks with no excess to my account and no info except they investigating. This is not a joke at all. They are going to lose there license if more people complain

Yet there owner keep signing on new customers and post about how Wirex is going all over the world. People have lost there savings and got really stress because of Wirex.

And they just ignore complaints, believe me they will lose there license if they don’t improve by a lot to even come near high street banks

Dear Patrick,

I wish I could provide you with more details regarding your case, however, according to our procedures, the matter should first be investigated by our relevant department.

As soon as the investigation is ended - we will be able to provide you with a detailed explanation and further steps.

All further updates will be provided via the ticket due to security and privacy reasons.

Best regards!

Soon you will get answer like rest of us that they blocked your account permently and can’t explain why and then when you try to get back your money they stop answer again

This is criminal, I will never let this go. I will keep posting on there Facebook and Twitter page warning people not to join Wirex. Especially in this current environment people can not afford to lose there funds. I reported to Wirex to the financial Ombudsman but more people should do the same.

If they haven’t give me my money on Monday we gather people and do it together and put them down

Skickat från min iPhone

It’s been two months in my case, I don’t think they care. They might be facing financial difficulty and I won’t be surprised if Wirex goes bust. Usually not caring about customers are the signs of this happening

87 days without access to my account or funds. I ask for an update every couple of days and this is the typical response. They will not even tell me what they are investigating, whos doing it and how long it will take.
Dear Andrew,
Thank you for your message.
Regrettably, the investigation has not been completed yet.
Until it’s over, we cannot provide you with any details regarding the course of the matter.
Best regards,

Yup typical answer for me as well. Wirex is absolutely hopeless. They are not in any way able to go global as a company.

They don’t guarantee your funds and don’t care about there reputation

Dear Andrew, I feel how unpleasant this matter is for you and I am sincerely sorry for the inconvenience caused.

Unfortunately, such cases are not processed by the support team directly, therefore, we are unable to provide you with any additional details until the investigation is completed.

Your understanding is highly appreciated.

Warm regards.

you lost my understanding months ago

Just happened to me , received a mail stating that my account is block and got a reply from Wirex saying that i have violate the terms and conditions which have left me confuse as i have done nothing in it. What the hell did i even do. So im assuming that Wirex mistook my account for someone elses. Wirex please resolve this issue . Ticket - 1765536

Hi @TheSynyzter,

I am sorry about the situation you have faced with, but according to our Terms and Conditions, we reserve the right to not to disclose reasons for account closure. You can review Wirex’s Terms and Conditions here:
Thank you for understanding.

Just happened to me , received a mail stating that my account is block and got a reply from Wirex saying that i have violate the terms and conditions which have left me confuse as i have done nothing in it. Wirex please resolve this issue . Ticket - 1765536

I need help im waiting for 4 days i have my money on this app a loose a lot of money and i dont know how to reply i need help icant do nothing with the money

Hello @EduAcero, thank you for your request!

Could you please provide us with the reference ticket number? We will be glad to escalate this for you.

Thank you in advance!