WeSwap レビュー 

I would not trust this company. I have been waiting on a refund for months now. I wrote chaser e-mails and left a voicemail. I also wrote a complaint. No answer to any of the queries. This is very unprofessional from them and going to make further steps.

I had an account with them, which I then found was closing due to the change in owners and opted for a refund. I emailed at the beginning of September, left a voicemail, and sent a chaser mid-September.
Yesterday, I received a direct email, and have received my refund processed today.
It is a very slow process, but the money (as per the initial email) said it was being held by a bank and able to be claimed within 6years. I can only imagine how many requests they're getting, but it did all work out for me in the end. I appreciate this may be a unique experience, but I am also sure the customer services team are doing everything they can - I always had great service from them before the change in owners.
Also, to be clear, I'm not posting this to try and "boost" their score - I just felt like providing a review which was of my experience. Yes, it took a lot of time to get my refund compared to their estimates, but it did get there. I hope for everyone else that this now starts also getting resolved!
I can't comment on the new weswap 2 experience.

Just found this forum where many others have same experience as myself ..
Awaiting replies to emails and calls for balance statement before changeover to Weswap 2 and process of refund

Update: I see that after 7 weeks, WeSwap have responded to this review. I should point out that they did, in time, refund all our money they held, so I'll change to 2 stars, but the rest of the points are valid and the situation should not have developed as it did.

Original review follows :

I really liked WeSwap and used it in multiple countries. Sure, you had to get your head round multiple rules, but once you understood it, it was extremely cost-effective way to withdraw cash in local currencies abroad and to pay bills. As my partner and I do not share bank accounts, the shared card was ideal for our holidays together. And the customer service was efficient, friendly and helpful.

I was happy to leave money in USD and EUR wallets as a kind of hedge and a simple way of getting FOREX for the future.

Now there is no reponse to emails, phone calls etc. Like everyone else, I am now wondering if I'll ever see any of my money again. FOS here we come... but note WeSwap is NOt covered by FSCS.:

"Although Our activities are regulated by the Financial Conduct Authority, neither Your Cards nor Your Card Account are covered by the Financial Services Compensation Scheme. However, the funds in your Card Account are safeguarded by the account service provider, which means that they are kept separate from Our assets so in the unlikely event We become insolvent, your funds remain safe from our creditors."

Told I could either migrate to their new provider or get a refund. Gave info required for refund, advised my ~£250 would be refunded in 3-5 working days. That was over a month ago, no response at all when I've emailed. Only phone option is voicemail, no way to talk to an actual human.

EDIT: I have since received the refund; it took about 6 weeks.

Like so many, I have been trying without success to get some form of response from We Swap.
We Swap have had my money now for over 18 months as I have been unable to travel during the pandemic. I don’t know what the problems are, bur several emails later I have still not received a response other than the standard reply.
I have given the We Swap team all the information necessary to furnish me with a refund but to date I have had no luck. I will give We Swap a further 7 days, if I have not herd from them by then I will be getting in touch with the Financial Conduct Authority or Financial Ombudsman.
I like many others just want the money back that is due.
Update 19th Oct 2021 - I received confirmation from WeSwap earlier today stating that my refund has been requested which usually takes 3 to 5 working days for the funds to reach my account…..we shall wait and see…!!
I will update as and when there is anything further to report.
Update 2nd Nov 2021 - I eventually received my money in full within the 5 working days quoted. I think that the company is totally swamped by the amount of requests for the return of funds to card holders. That is no excuse for the way they are treating their customers. Communication is key.

It was good to begin with but 2.0 is useless as it simply says "Your device isn't compatible with this version" so there is no way I can continue to use it. I asked to close my account and return my funds over a month ago, since then nothing has happened and they don't respond to emails. I now fear they are on the point of financial collapse and desperately hanging on to customers' funds.

It was a good one back in days but since they decided to introduce this new WeSwap 2.0 app it all gone down hill.

What a load of rubbish. I have finally managed to get new app working (initially it said documents issued by UK government are not recognised!!!) however no balance was transferred. I have sent an email requesting for a refund on 06.Sep.2021 and so far no response or no balance. Since then I have sent numerous emails and tried to communicate but all I get is silence.
I am not sure if I am asking something unreasonable? I am asking to receive my balance before the change. Just for clarification, my own money. What a joke. I will raise the issue with the authorities so they respond to them. Very poor service. Just stay clear.

Like many others I was happy with WeSwap and used it for several years without issue. I also recommended to all my family and friends, in hindsight I'm so glad my sons didn't sign up after I recommended it to them!

Then lockdown came and everything seemed to fall apart. They stopped being able to transfer money in seamlessly for some strange reason, I like saving regularly to budget for my holiday spending money - did they think we would be in lockdown forever and nobody was ever going to go on holiday again?

Then they introduced WeSwap 2.0, I managed to register without issue on the date I received my go live email and received my card quickly, activating it as soon as I received it. It only took 2 working days for my balance to be transferred, which was a relief.

As we were going on holiday on the 19th September, I tried to set up a 7 day swap from GBP to Euros on 2nd September but could only do an immediate swap (being charged 2.49% rather than the 1% I was expecting), this was the first inkling I had that their terms and conditions and fees had changed without notification at all. I keep every single email, had I been informed of these changes I would have kept the email. I went looking for the terms and conditions and fee information online and I have to say it wasn't easy to find at all at the time, I could only find the old terms and conditions. So nothing for it but to do an immediate swap and be charged more than I was expecting.

Our first night in Malta I went to use my card in our hotel to pay for our drinks, the card was declined immediately so I tried again, still declined. This was extremely embarrassing but luckily I had my Caxton card which worked without issue. I then noticed that my card was locked so we went looking for an ATM to try and unlock it but that also failed. As this was a Sunday, I decided to wait until the following day to try and contact WeSwap to find out what was going on. On checking the app the next day, lo and behold the card was now unlocked and I was able to use it the rest of our holiday without issue.

I used it 3 times to withdraw €250 each time, I didn't check the app to see whether I'd been charged everything as I knew that the only charges for withdrawing from an ATM would be if I withdrew less than €200. However on 14th Oct, I received an email from Weswap entitled 'ATM withdrawal fee incorrectly charged', they went on to tell me 'Our records show that you have been incorrectly charged by us for an ATM withdrawal above £200 or equivalent in other currencies.

The correct amount you should be charged for your ATM withdrawals as per our terms and conditions is 2% above £200 or equivalent in other currencies. However, you have been charged 2% for the entire amount you have withdrawn.'

Wait, what? So more terms and conditions changes without any notification. It looks like they've refunded me for one of my transactions, but what about the other two. I emailed them straight back querying this but as yet no response.

This was the final straw for me so I decided I'm going to transfer all my remaining cash onto a card I can trust, however there is a message on the app that states 'We are currently impacted by a third party maintenance update which means that the following is unavailable: Performing any outgoing bank transfers' (amongst others). How convenient when customers are desperate to get their cash back that this feature is unavailable.

I'll be generous and give them until the end of this week to refund the money illegally charged and provide me with an option to withdraw my cash before lodging a complaint with the FCA.

Absolutely disgusted with WeSwap. Have received my new card but still not had my money transferred to the new card after nearly two weeks. Will be lodging official complaints with the financial ombudsman tomorrow. Do not use. They are thieves.

I had no idea that my card/account was no longer valid until I received an email from Weswap in September after the Aug migrate deadline. I have twice sent an email along with my bank statement asking for a refund but heard nothing back. It states on the email that you will get a refund within 3-5 days. I can't believe this is happening. I need that money. Looks like I'm going to have to look into pursuing. I can't believe this is happening to people.
Update - received an email last Monday (1 week ago) from Weswap support advising that my request for refund had been forwarded to IDT financial and they would be in touch and process my refund. Guess what still no refund.

like many others I sent the required information but have still neither received my money nor had any acknowledgement - very annoyed and disappointed in the service

Following emails sent which were promptly replied to money now repaid

Requested a refund four times now - carefully following their instructions to email IDT Finance. Still not heard anything a month later!

Do not use, now expensive compared to all others available. No tiered level for exchanging anymore like in the original version, just the rate they choose to give you. €400 = £10 in fees, double what Starling & Monzo are offering for the same service. Then, £5 fees to get your money out of 2.0 if transferring back to your own account!! Just avoid & save yourself some heartache, stress & unnecessary costs. I will have to pay this but if you take note of my review & avoid, you wont have to go through this yourself.

I used WeSwap happily for quite a number of years in Europe and the USA and then I suddenly received an email about two weeks ago saying my account was closed as I hadn’t updated my app (I hadn’t been told I had to!). I can’t access my app at all and despite following instructions to have the funds credited to my bank account by IDT Finance (Gibraltar based which doesn't sound hopeful) I’ve received nothing. I’m extremely concerned as it seems this has happened to a lot of others.
I’m not entirely sure of the next step other than to contact the FCA (Financial Conduct Authority) and report them.

I have been a customer with Weswap for many years and have never had a problem and have happily recommended to friends, NOT any more. Requested a refund over a month ago with all requested information, no reply. Since then I have sent more email and left messages and no one has come back to me.

I Read the many reviews which concerned me. Anyway for other reasons I decided to close my account and request funds transferred to my bank. I emailed the appropriate documentation twice ( a week apart ) receiving the ack emails and also left three voice mails to which I never received a response. I thought here we go but within ten days of my first email received a reply stating request was being processed. Four days later the money was in my bank. My previous dealings with WeSwap were excellent but although it’s not the service it was, I was happy with the outcome and of course recovery of my money. Their final email was apologetic for the delayed response

Like many on this site I have sent numerous emails and left phone messages. To no avail. My phone does not support the new system. I have sent off my bank details and asked for the balance to be transferred as they stated. But nothing. Up to now the service I have had has been good. Very disappointed that they have let people down so badly.

Same as so many others that have reported, was not aware my account was closed.
Emailed weswap support over 6 weeks ago for full refund and included all the required details.
No response from weswap support team.
Have sent email to weswap support every 2 weeks since, but still no response at all from weswap.
It does feel like weswap have closed my account and kept my money.
Next step is to escalate and make a complaint about/ report weswap to the FCA, Financial Conduct Authority.
I have friends that I introduced weswap to and they are also in same situation, scammed by weswap, weswap robbed thier money too so feel bad that I made that recommendation.
Will also advise them to report weswap to the FCA.
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Update:
Within a few hours of posting this review, I got a response from weswap to say my refund is being processed!

They got my money and can’t contact them for refund