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:11/03/2025

  Type:Customer Service 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 have not been able to reach a rep for almost 2 weeks. I keep opening support tickets and when I follow up the tickets have been closed. It is tax season time and I can't proceed until they fix the problem. I have sent 6 emails and opened 8 tickets, primarily because they are marking them closed without providing service. They are charging me monthly for a service I can't use. There is no one to speak with. No one is returning emails and no one is responding to the request for support. I need resolution on my issue or a full refund on what I have invested in this app. If I can't properly file taxes this service has not done what it agreed to do. * **** ******** * ** *** ****** **** *** ******* ****** ** **** **** ****** ******* *** ****** ** **** ***** ***** ***

  Business Response

  Date: 17/03/2025

  We are directly in touch with the customer to resolve this issue. 

• Initial Complaint

  Date:11/02/2025

  Type:Service or Repair 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.

  Wave issued a 1099-K to me incorrectly. Instead of issuing to the business that is registered and uses their software they issued to me personally at my home. I have no idea how they got my SSN or my home address. They refuse to respond to help desk requests. They have a chat bot that puts me into a cue that never ends. Stating for instance that I am #47 waiting then it jumps to 79 etc. they state to put in a ticket and they will respond. They state to respond to an email with additional questions and I won’t lose my place. I have requested an update every two days. I have been waiting for 10 days with no response to any of my communications. They have effectively stopped my ability to file my personal taxes or the business to file their year end reports as they have reported to the irs that I made the entire business income personally. This has falsely inflated my personal taxes liability with the federal government.

  Business Response

  Date: 21/02/2025

  We are in touch with the customer directly to resolve the issue.

  Customer Answer

  Date: 26/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: the issue is not resolved. They forced me to open another account stating I was a multi person LLC instead of an LLC with S-corp filing status. This is false information. The “supervisor” that emailed me does not understand LLCs and filing statuses. She mistakenly believes that any LLC that is one person pass through files taxes through their personal Social Security number. So though my account was set up correctly from the beginning, their fix is to force me into setting up a new account, losing capabilities and having to pay for such an account, and still have not provided me the corrected 1099 – K for my business transactions in 2024.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/03/2025

  We provided an updated 1099-K and resolved the issue with the customer.

• Initial Complaint

  Date:14/01/2025

  Type:Order 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 have been using Wave to process online payments for about a few weeks, and they successfully processed the first few payments with no issues. I recently received an email from "Suzi, Risk Team." They said, "As the result of a review of your account, Wave has temporarily disabled payment processing for your business." They gave no specific reason but asked for a ridiculous amount of documentation to prove I was a legitimate business, including TEXTS to and from my clients. No other financial institution has ever asked for this absolutely atrocious violation of privacy. They know they likely can extract this without issue because they are holding people's money *******. This practice of not conducting a thorough review until AFTER several payments have been processed is deplorable and paralyzing to any small business that just set up their systems to rely on Wave. They gave me no number to contact them. Their online chatbot referred me to the email, and they have not responded to my email. I have over $1,800 frozen in their system with no remedy.

  Business Response

  Date: 15/01/2025

  We resolved the issue with the customer directly. 

  Customer Answer

  Date: 15/01/2025

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/01/2025

  Type:Billing 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 was autoenroll into a service and locked out of my account with mfa and have charges on my account that I didnt sign up for. I have tried reaching out to support through the chat bot and email since there is absolutely no other way to call or have someone call you. This happened before and the company has told me I was out of luck. There is nowhere to remove my payment information

  Business Response

  Date: 10/01/2025

  Wave has reached out to the customer to gather more information and are waiting on a response.

• Initial Complaint

  Date:23/10/2024

  Type:Customer Service 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 9/30/2024 I was paid $5,100.00 by my client for design work I completed in August 2024. Wave has locked my account and refused to give me access to my money. My money has been locked for 14 days. I didn't receive any reason my account was flagged. I haven't received any updates after providing additional documents. I have received no updates. Wave has no way to contact the company other than email, which they ignore. I pay extra for "chat support" but have now been blocked from that feature. **** ** ********* ******** ****** ****** ** ***** ***** *** ******* *** ***** ** **** **** ******** ** ***** ** ******** ***** **** *** ******** ******** **** ** ********** ** *** ********

  Business Response

  Date: 05/11/2024

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Not all businesses pass the assessment and in these cases we have no choice but to decline the account which was unfortunately the case for you. It is customary in the banking industry to hold bank payments for a period of 70 days, which is the standard return window for this type of payment. If payments are not returned within this period, they will be refunded to the customer. We suggest that your customer inquire with their bank about initiating a reversal.

  Customer Answer

  Date: 05/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Wave states "It is customary in the banking industry to hold bank payments for a period of 70 days, which is the standard return window for this type of payment. If payments are not returned within this period, they will be refunded to the customer."

  I tried to return the payment to my client and Wave refused to let me initiate the return. It's clear they're gaining interest on my money and that is why they refused to allow me to return it to my client. Also, I will not ask my client to force a return through their bank, because that makes my business look bad, and Wave knows this. Other online payment companies I've spoken with do not hold money for 70 days.

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

  Business Response

  Date: 14/11/2024

  The issue was resolved directly with the customer.

  Customer Answer

  Date: 20/11/2024

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:24/09/2024

  Type:Order 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.

  We have used Wave Financial for over a year as our accounting software. Our company utilized the "Online Payment" option for our customers to pay on their invoices. Within the past year we have had only TWO (yes 2) customers initiate a chargeback on a payment they made to their invoice. So have had a chargeback rate of LESS than 1% in the last six months - which is an industry standard to figure out if a merchant can keep their credit card processing status. We have won BOTH chargebacks. Which means the credit card companies investigated and concluded that our company was not in the wrong and that the claim made by the card holder was frivolous, bogus or even fraudulent. So all funds were returned to us. Even though that was the case, when we got notification of us winning the 2nd chargeback we requested for Wave to turn back on our "Online Payments" option. Instead of doing so they checked my credit report (without my permission) and then basically said that since your credit report looks different than a year ago we will not turn back on your "Online Payment" option. So there decision had nothing to do with the way we do business, our customers payment history nor our chargeback history. This is wrong and not the industry standard. We do not have a high chargeback rate. So there was no reason to even check my PERSONAL credit report. And just because my PERSONAL credit report is different than when we started using the service that is no valid reason to block us from using the services. Especially since there was no warning of any kind that this was a possibility, with just TWO chargebacks.

  Business Response

  Date: 04/10/2024

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Unfortunately we are unable to proceed with the credit card processing payments on their Wave account due to higher risk of chargebacks. We contacted the customer via email on October 1 2024,  reactivated the account and customer can now accept bank payments.

  Customer Answer

  Date: 07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: while we appreciate Wave turning back on bank payments, to say we are "high risk" for chargebacks - when we have only had 2 the entire time and have won both of them - does not seem accurate.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 17/10/2024

  Payment processing comes with risks that expose both your business and Wave to financial losses from uncollected refunds and disputes with customers. We consider several factors to determine ongoing eligibility for payment processing, the details of which are available in our Terms of Service under section 3. Verification & Accuracy
  The chargeback rate is not the only factor considered when evaluating a business and multiple factors are reviewed. While we understand this experience has not been ideal, we can re-evaluate this decision again in 3 months time.

  Customer Answer

  Date: 22/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Wave has not experienced any financial losses due to the 2 chargebacks.  Therefore this "decision" does not make sense.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 14/11/2024

  The issue was resolved with the customer directly.

• Initial Complaint

  Date:23/05/2024

  Type:Billing 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 am still being charged on my **** business card for a 16 dollar monthly subscription that has been going on for a couple months, I can not get ahold of anyone to speak with, nor has anyone replied to any of my multiple help center request I sent. I no longer have access to the email I use ****** hide my email security as well to keep businesses from spamming me. I am not asking for money back I just want them to please stop charging me for something that I do not want and closed my account. I want them to lose my business credit card information on file and I will never sign up for a monthly subscription with them again my bank even had to block them as a merchant today.

  Business Response

  Date: 24/05/2024

  This issue was resolved with the customer directly. 

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service 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.

  After working on the approved projects I had. The client provides me with a payment after 30 days only to have processed it in wave and to be placed on hold. they are slow to respond and ask invasive questions. meanwhile there holding the funds ******* until you provide. it is a long process to get the money from them. don't do business with wave. worst company i have worked with.

  Business Response

  Date: 01/03/2024

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases a manual assessment is required after transactions have occurred. When this is required we hold the funds, contact the customer in an effort to gather more information, and try to resolve the issue as soon as possible. This process is for the protection of all parties involved and part of our obligation to maintaining a safe platform. This matter has already been resolved directly with the customer.

• Initial Complaint

  Date:22/02/2024

  Type:Billing 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 had recurring invoicing for my client "********* ****** ** **** **** ********" which ended on October 2, 2023. Since that date, I haven't received any more payments from the client and there is no record in my account of further transactions. However, my client reached out to me and let me know that they are still being charged the recurring credit card payment of $149.00 each month. I need these payments, turned off for my client, and a refund sent to them with interest.

  Business Response

  Date: 23/02/2024

  We do not see records of these recurring payments being processed by Wave after October 2nd, 2023, so at this time there are no related refunds to be actioned. Our customer support team is currently working with the Wave business owner directly to gather more details from their cardholder, so we may investigate further. If the cardholder's payments do not have a WAV*- prefix on the billing descriptor, this means they were processed outside of Wave.

  Customer Answer

  Date: 25/02/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/02/2024

  Type:Billing 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.

  ***** * ** ********** **** ** ****** ** ******* **** *** ** *** **** ****** Note: I believe the issue is with one of Wave Financial's clients. Likely, this ********** ******** submitted incorrect info to Wave Financial's automated servers. However, Wave sent the invoice and accepted sending an invoice without any phone number for them or their client and the phone number on BBB.org for Wave Financial has no option for incorrect invoice resolution. Plus, Wave Financial is the one claiming they'll seek legal action if the invoice is unpaid, so they get the BBB complaint. A .pdf of the email from my managing director is attached and appears to have come out of nowhere. He does not recognize the company (********** ********) or its contact person (******* ****** ****). The company appears to do immigration litigation which we have no need of. It looks like they hired Wave Financial to handle their invoicing and collections and made a mistake, but neither company appears to have a dispute resolution email address, phone number, etc. I can get a copy of the invoice, but it doesn't say much more than the pdf'd email. I assume BBB has a better contact number for their members than the one listed on Wave Financial's contact page (416) 521-9141 here on BBB and am requesting written confirmation of dissolution of this invoice issue and return of any monies that Mr. ***** may have paid either company in the past unless they can show proof of services rendered. (Just in case he paid an invoice without reading it) We are in the process of completing a 30 million dollar contract and would rather not have this held up by a claimed outstanding debt that is incorrect. The contact information provided is mine: ***** ***** *******@************.com O) ************

  Business Response

  Date: 21/02/2024

  After reviewing the account in question (On February 16th) we made the decision to disable the account and followed up with the Wave user. There has still been no response or follow up to our Risk team, and until they are able to verify some information, they won't be able to send out an invoice that has a payments link associated with it. It is possible that this invoice was sent to this individual erroneously, but moving forward they should not receive invoices from this Wave user. We can call this resolved.

  Customer Answer

  Date: 21/02/2024

  
  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.
  

  Thank you.

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