Wirex suddenly locked my account and my funds

ADVICE

Hey all,

I've been using Wirex for a while now and these days they were having technical difficulties and I wasn't able to withdraw my funds, only to wake up this morning to my account being locked and no way to access my money.

After googling a bit, I've seen thousands of posts and comments from people claiming that Wirex locked their accounts for several months, for some even over a year, and their support has not provided them with any information apart from a general response "It has been escalated to the appropriate team bla bla please have patience bla bla" and no matter what you write to them, you more or less get the same response.

Apparently if you are pushy or threaten legal action, they will begin a verification process where you have to prove the source of your funds, but they mostly decline the documentation and ask for it again, endlessly prolonging the process.

Some even passed the process, and were asked to give a bank account where Wirex would return them the funds - but they've been waiting for weeks afterwards without receiving the money. (Side question: even if they returned money like this, how do I prove the source of my income to the tax administration?)

Some people got their accounts unlocked with hundreds of euros charged for "storage fees", and some even had 0 money on their accounts and no transactions whatsoever.

This makes me think of worst case scenarios so far I've only been reading negative experiences. They are doing something super shady and apparently getting away with it. What can I do legally in order to get my money back?

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I'll be editing the info below with my findings and suggestions in the comments section.

Additional info:

- Wirex main bank is in Lithuania and their business partner is LHV Pank

- Company HQ is registered in London, UK (according to some sources their HQ address doesn't even exist).

- Phone number at the back of your Wirex card is non existent.

- The company is mostly comprised of Ukrainians (Wirex Linkedin)

Possible actions:

- Filing an official complaint as suggested in this comment here: https://community.wirexapp.com/t/blocked-account/31846/168