Lost $10K+ Using Wise — No Trace Provided, Stuck in a Loop. Has Anyone Dealt With This?

Hi everyone,
I’m hoping to get advice or hear from anyone who’s dealt with something similar.

On Nov 15, I sent $10,428 CAD through Wise to pay a supplier (in USD). Wise withdrew the money, converted it, and marked the transfer as “received,” but the recipient’s bank confirms they never got anything.

For the past couple of weeks, Wise has kept me in a loop:

• Wise says I must provide a bank statement or rejection letter from the recipient.
• The recipient’s bank says they cannot issue anything unless Wise gives an MT103, UETR, or trace ID.
• Wise refuses to give any trace info unless the bank provides a statement.

So neither side can do anything — I'm completely stuck.

Yesterday I got a “final response” from Wise saying they “sent the funds,” they’re “attempting a recall,” they’re not upholding my complaint, and they offered me $45 CAD as a gesture. The funds are still missing.

I live in Canada, so Wise says there is no regulator I can escalate to here. But Wise is a UK-regulated company and I’m planning to file with the UK Financial Ombudsman Service, since this was the “final response.”

Has anyone experienced something like this with Wise?
Did you get your money back?
Any suggestions on what actually worked for you?

At this point I feel pretty helpless and would really appreciate any guidance.