If you dont want your funds locked up for months, avoid airwallex at all costs
If you don't want your funds locked up for months, avoid airwallex at all costs
I sell wax online, and over the past couple of months my sales have taken off after my content started getting a lot more reach. I had a few days where I was bringing in over $2,500, but not long after that my account was restricted. Because I use the money from each day's sales to buy more stock and pay for shipping, everything has been put on hold. It's been more than 1.5 months now since my funds have been locked up. I have emailed them more than 15 times and have even asked them to issue a final response so I can contact financial ombudsman services but they keep delaying and extending the deadline for a final response. This is so incredibly frustrating as they are incredibly slow. I have worked with other providers and their customer service is not this atrocious. For ease of mind please avoid at all costs if you are a small business. Airwallex can destroy your entire livelihood.
Ticket #1516431
Complaint reference number C216/26
Reply from Airwallex
Hi Sarah, thank you for taking the time to share your feedback. We are sorry to hear about the difficulties this situation has caused you and your business. Having funds inaccessible is a difficult position to be in, especially for a small business, and we understand how frustrating the wait has been.
While we are not in a position to discuss the specifics of an individual account publicly, please be assured that account reviews and formal complaint handling both follow structured processes that we take seriously, including any related regulatory obligations.
We would welcome the opportunity to revisit your case directly. Please reply to our Request for Information with your registered email address along with any ticket reference, and our team will follow up with you as soon as possible.
We appreciate you sticking with us while we get this sorted.