Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few years ago, I created a Taptap send account which was suspended IMMEDIATELY upon creation. I never had the chanceto use it. I contacted Taptap right away and after putting me through ****, I eventually gave up. Then randomly onFeb 28, 2024, they emailed me to tell me that they reactivated my account. I logged in to check and saw that it was reactivated.On Aug. 1, 2025 I attempted to use the app again but to my surprise saw a message that my account was suspended. What? I immediately emailed them AND called them. I explained that I need to send money to someone urgently because this is a life or death situation. Someone needs medical care and the doctor will NOT care for them unless they have the money. I was told that the issue was escalated and that they'd get back to me. They still haven't and they have a so-called 24/7 customer support.I am sick and tired of ********************** and their unethicalbehavior!

  Business Response

  Date: 08/15/2025

  We investigated this account and found we had just cause for blocking it and provided the customer with our terms of service.  After some back and forth, the customer informed they would not do/use certain things with our product nor would they open multiple accounts and so the original account was reinstated on 2 August 2024.  We consider this matter resolved and the customer's complaint fully addressed. 
  

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is a COMPLETE fabrication. There was NO BACK and forth at all and LITERALLY none of that they said happened at all.
  
  Show me the "back and forth" and show me where I said I wouldn't use certain products (whatever that means) and multiple accounts. I have NEVER used Taptap. I have ONLY ever created an account. This is because UPON creation, they suspened my account. AFTER they EVENTUALLY lifted the suspension, I STILL never used it. So WHAT kind of silly, unethical, and disgusting lies are you telling? Why not just acknowledge that you screwed up and then apologize???

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 09/02/2025

  We had various back and forth phone calls and emails with the consumer which can be seen in the attachment provided.  The final call we explained that the consumer went against out terms of service by using a virtual carrier and opening multiple accounts, which is prohibited. We did say we would deactivate the duplicate account and informed the consumer not to use virtual carriers with her phone with us and she can proceed using our service.  We are a financial application which has rules and terms of service in order to protect against fraudsters and to deter bad actors.  Unfortunately this customer got caught up in some of the prohibited activity which prevented her from being able to use our app.  However, with items resolved and if she uses a standard mobile provider she can proceed with using our app.

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Nothing you attached addresses the issue and this is an attempt to be manipulative. The screenshot does not show any back and forth. STOP LYING! You sent screenshots showing communication FROM ME TO you when I FIRST opened my account YEARS ago. I never got to use the account then because it was immediately suspended upon creation. Then a long while later (in 2024), you decided to randomly reactivate it. And even after that, I never used it. There should have been no issue after that (or in the first place, really). It wasn't until recently when I needed to send money for a medical emergency that I realised that you suspended my account again--no warning, and for no reason.
  
  Stop playing with people!!! There are people in countries where if they can't pay on the spot, medical services are denied and people die. STOP THIS GAME OF DEACTIVATING AND REACTIVATING. It's EVIL.

   

   
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 09/05/2025

  As mentioned we have security protections to prevent fraudsters and bad actors from using our service as we are required to do so by law. Your account(s) were flagged because you used a virtual carrier, initially.  Then a second account was opened by you which is strictly prohibited by us and in our terms of service.  That account was blocked.  When you reached out to us the most recent time we informed you that in order to re-open an account we needed you to confirm you would not use a virtual carrier or attempt to open multiple accounts. 

  Customer Answer

  Date: 09/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You keep lying. The VERY FIRST TIME I opened an account, it was SUSPENED IMMEDIATELY. I ONLY HAD ONE ACCOUNT. WHEN I CALLED AND ASKED WHY, YOU PEOPLE SAID THAT IT WAS BECAUSE YOU HAD TO VERIFFY ME. I SENT MY ID, YOU VERIFIED ME. After giving me the run around, nothing happened. After a long time had gone by, you randomly removed the suspension. Then AGAIN, at some point, my accoutn was apparently suspended. NO NOTICE, NO WARNING. I only knew this when I had to send money for a medical emergency. Now weeks have gone by. You have told multiple lies and ***** everything but apoligise for  the porblem you have caused. You have absolutely NO mormals and are unethical.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2025, I used TapTapSend to transfer money from my *************** account to a recipient in ******** via the Nequi app. TapTapSend marked the transfer as delivered, and the funds cleared from my *************** account on July 3. However, as of today (July 6), the recipient has not received the money in their Nequi account.I contacted ******************** multiple times, and they continue to claim that the money was delivered. I requested a Proof of Delivery several times and was told it would be sent, but it has not been provided.The recipient has verified with Nequi that no funds have arrived, and their account is in good standing. TapTapSend is not taking accountability, nor providing evidence that the funds were successfully received. They have sent the transaction receipt in an underhanded attempt to pass it off as the POD.I am requesting that this issue be investigated and that either:A. The funds are properly delivered to the recipient immediately, or B. I am refunded in full for the failed transfer immediately.I have documentation to support my case, including screenshots of the TapTapSend app showing delivered, confirmation from *************** that the payment cleared, and statements from the recipient confirming non-receipt. I also have phone logs, names of TapTapSend employees I spoke with, phone recordings, and email threads with various members of their team. I also made two small test transactions, dirercted to Nequi after this incidence to prove they are not experiencing technical issues. Both test transactions were received by ***** successfully with no issues.

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my pay slip for sending limit increased which was rejected on 3/21/25. I spoke to a supervisor who assured me that if I can send 3 months bank statement indicating the source of income my sending limit will be increased. on 3/25/25, i sent the bank statement as requested. I called on 3/25/25 to confirmed receipt, i was told it was under review. on 3/28/25 I spoked to ****** to escalated my request for the documents review. After 3 days I called again and requested to speak to a supervisor, The supervisor assured me that my documents will be reviewed the same and if approve my spending limit will increased. I called today 4/5/25 and i was told that i have to wait any 1-2 weeks before my documents will be reviewed, i requested to speak to a supervisor and i was told there is non available. All am requesting for my document to be reviewed and my sending limit to be increased. I feel like i have not been treated fairly but this company.

  Business Response

  Date: 04/21/2025

  This has been resolved since April 9, 2025. We can see the customer has been transacting regularly since then.  Unfortunately when items come in for review we handle them as quickly as we can but sometimes there is a little delay before we're able to review and respond to requests. We consider this complaint resolved considering the customer is using our services. 

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The issue is not resolved. I sent documents they requested for sending limit increased. Am still using the service but need my sending limit to be increase. I sent my 3 months bank statement indicating the source of my income and all the transactions.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 05/12/2025

  We can confirm that your account has been reviewed and your limits lifted.  Please let us know if there is anything more we can do. 

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description:I sent $347 to ***** through Taptap Send on March 14, 2025, at 8:00 AM. I received a delivery notification a few minutes later, but when I followed up with the recipient (my mother), I realized the money had not been delivered to her account.Follow-up and Compliance:I contacted Taptap Send immediately to notify them of the ************ Monday, March 17, there was no resolution, and they requested the recipients bank statement, which we complied with and provided screenshots of.On Tuesday, March 18, they requested an official statement directly from the recipients bank (********************* - ***), which we also complied with and sent promptly.Proof of Payment vs. Bank Findings:Taptap Send later claimed they launched an investigation and provided me with a proof of payment indicating the money was supposedly delivered on March 14, 2025.However, after sharing this proof with ***, the bank confirmed that no such transaction exists in their ********** Flag from the Bank:To make matters worse, a *** bank manager advised my mother to be cautious when using Taptap Send, mentioning that they had encountered a similar case earlier that week where another customer is yet to receive their funds.Ongoing Delays and Financial Impact:Despite providing all requested documents and evidence showing non-delivery, Taptap Send has now asked me to wait an additional 7 days for another investigation.I have already waited 6 days since initiating the transfer, and during this time, I am incurring daily fines because the $347 was meant for a loan repayment.Request for Resolution:I am requesting BBBs intervention to:Hold Taptap Send accountable for the delayed delivery and non-responsiveness.Expedite the resolution and ensure the funds are delivered or refunded immediately.Investigate their practices to prevent this from happening to other consumers.

  Business Response

  Date: 04/03/2025

  We have resolved this complaint directly from our customer service team and an email informing of refund was sent on March 25.  We consider this matter resolved and customer satisfied with refund.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15, $127.23 was accidentally sent to an account named ***** ******. I pleaaded with Taptap Send to reverse it as it was done in error and that i needed the money. I sent subsequent emails and got the same response that they cannot reverse it.I was hoping that there is some mechanism on their end to reverse transactions that are deemed fraudulent or are done in haste.I would like to have the money returned to me.

  Business Response

  Date: 04/03/2025

  We provided official response to this request twice and are sorry that you are unhappy with the outcome.  We give customers the chance to review all details of their transfer before sending money on the confirm screen.  Then customers are required to enter their password. Two opportunities are provided to confirm the information you input and the transaction details. 

  We do try to recover funds for our customers when they make a mistake like this and where we're able to, but if the funds have already been delivered we do not have them to refund to you.  Please take care when inputting your transaction information and know the person you are sending money to. 

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because it says other policy that they can refund dubious or fraudulent transactions. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

  Business Response

  Date: 04/16/2025

  As mentioned before, we are not liable for transactions where you have been scammed or defrauded and choose to willingly send money to individuals. We give our customers every opportunity to confirm their transaction details and enter their PIN number to confirm they want to send money.  Our policy does not say or reference refunds for customer fraud as you mention.  We are sorry you were defrauded and lost money but we can see you are happy with our services as you continue to use our app to send money.  Customers should always know who they're sending money to before they send it and ensure they want to send it. 

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding a delayed transfer made through Taptap Send. The transfer was initiated on 13th march,2025], with a reference number of [Transaction ID: *******************], for an amount of $745.68. The transfer was intended to help my loved one in ***** as they are in the hospital, and the funds were urgently needed.However, despite numerous communications with Taptap Sends customer support team, I have been informed that the transfer is still in progress. I was initially told there were technical issues in *****, causing the delay. Delivery date has now passed, and the recipient still hasnt received the funds.I have attempted to resolve this matter through [Taptap Sends support system/chat], but I have received vague responses with no clear timeline for resolution. Additionally, when I contacted my bank, I was informed that they cannot dispute the transaction until 15 days have passed, which further delays the resolution.I am extremely frustrated by the lack of progress and the urgency of the situation. I request immediate action to either complete the transfer or issue a refund for the amount. The delay has caused significant inconvenience and distress.Steps Taken to Resolve:Date of initial contact with Taptap Send: 13th march,2025 around4:30 pm Dates of follow-up communications: same day and next day Details of response from Taptap Send:Taptap Send acknowledged the delay and informed me that they were working with their partner in ***** to expedite the transfer. However, there has been no clear resolution or timeline provided, and I am still waiting for the funds.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money on the 18th using taptap and even now the money has not reached. This sound like fraud. I have called multiple times and they keep saying they are working on it.

  Business Response

  Date: 01/09/2025

  This transaction was long pending due to delays with partners.  We allow customers 30 minute window to cancel (provided transactions haven't delivered before then) consistent with CFPB consumer regulatory requirements.  We have transactions time-out/cancel if they don't deliver within 7 days per state money transmitter requirements. All regulatory requirements were followed and we apologize for the delay.  As a result of the delay our customer service team issued a good will gesture credit to the customers account and they have since transacted several times.  With their money refunded, a goodwill gesture issued, and the customer resuming using our services we believe this matter to be resolved the and complaint to be full addressed. 

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB,I am **** *********. I transferred an equivalent of $200 (which is 342 000 naira) from my Taptap app (Taptap is app to transfer money from ** to ******* naira or other currency) to my Kuda back account (with account number: **********) on October 30, 2024 which is said to be delivered to by the TapTap app but unfortunately, this money was not delivered to my account. The recipient of the money is also self. They shared my session ID to give the bank , yet the bank said they did not see the money. I have been contacting Taptap send since they incidence but they keep giving me story that does not lead to any resolution and they are not committed to get resolution for **** attached the receipt for transaction with this email:Session ID: ****************************** Transaction ID: ******************* I have sent several mails to them without response and when I call them , they are just managing me.Kindly help me to look into this matter and resolve it . I will appreciate BBB help to solve this dispute and get my money back, Thanks

  Business Response

  Date: 12/18/2024

  We are investigating this error/non-delivery.  Under CFPB regulations we have 90 days to investigate and usually are able to resolve before that time but it does take some time for our partner to investigate the matter as we show the transaction as being delivered.  

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent an amount to my brother in back home and it's been over 22 hours the amount has not reached his account. All that i get is excuses from your customer service crew.I am very displeased about the lack of transparency and would like to get to the buttom of this as soon as possible.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an active account for a few months now .. sending some transfers to family in *****. On July 21, I tried to send two transfer to a family member; one with $957 and another one with $450 They put a hold on the transfer requesting more info about the recipient which I provided. They deducted the money for one transfer and rejected the other. Then I emailed customer service. They needed a picture of the recipient ID which I found sketchy, but I provided it to them. They email me back and said I can go ahead and redo the transfer. I did that then my entore account got frozen. They stopped responding to my emails, but when I called they said my account was permanently suspended !!! For "Security Reason" I requested clarification regarding what security issue I breached but stopped responding. Now I have $950 transfer stuck and they don't respond.