On Monday, I initiated a test transfer from my Wise Business account. The funds arrived at Accrue on Tuesday. That same day, agent Seun contacted me requesting source of funds, relationship to the sender, purpose of payment, whether it was recurring, supporting documentation, etc. I replied immediately with all the requested information.A few hours later, I received an email stating that my funds would be credited shortly. However, when I logged into the app, the pending transaction still required manual approval. Assuming the earlier email meant this had already been handled, I was surprised to see the step was still pending. I clicked “Approve” in the app, which generated a message saying “You have requested that we approve this transaction.” Nothing happened afterward.I contacted support via the in-app/website chat — no response. 24 hours later (Wednesday), still no reply, so I opened a new ticket. On Thursday — now 48+ hours after my initial full response — agent Stephanie replied asking for the exact same information I had already provided two days earlier (source of funds, relationship, purpose, etc.). I sent everything again. A few hours later, yet another agent (Antoinette) requested my business registration documents, which I immediately provided.Three full days (72+ hours) after the funds arrived and after answering the same questions multiple times, the money still has not been credited.This experience reveals a complete lack of urgency, coordination, accountability, and basic team communication. There appears to be no internal handover, no ticket notes, and no ownership of customer issues.Relying on this level of service for time-sensitive business payments is unthinkable — it doesn’t just risk losing customers or partners; it risks losing the entire business.Extremely disappointing and unacceptable.
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