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:01/12/2022

  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.

  10/ 28//2022 customer paid me through the wave app using her debit card and I have not yet received the money from wave financial. They have no phone number for me to call and I’ve tried to reach them via email. Please help me. The amount they owe me is $1920.

  Business Response

  Date: 16/12/2022

  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. The refund was issued on October 31 2022  and can take up to 7 business days to process back into your client's account. For more information on our Terms of Service: https:/********************************************************************

  We provided proof of the refund on November 21 2022 and again on December 14 2022. If your customer still does not see a refund on their statement we would advise them to open a dispute with their credit card company so that the refund can be investigated by their bank. I would also suggest forwarding a copy of their credit card statement from October to December, showing that no refund appears on the card in question. If you have any further questions, please respond back to any one of our email communications. 

• Initial Complaint

  Date:28/11/2022

  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 made a payment using the Wave Apps for the amount of R 56,000.
  I did not request a refund. And the person I was sending the money to did not issue one.
  Instead, Wave decided to alter our contracts unilaterally without either of our permission by refunding some of my money even though no one requested that to happen.
  In the process, they only refunded me R 50,000 instead of R 56,000, leaving an outstanding balance of R 6,000.
  They have cost me a lot of money by doing something I didn't give them permission to do with my money.
  Further, someone in their office named Raf said he would reimburse me the additional R 6,000, but then someone else in the office named Pat said that they wouldn't, but also said that they already had. I know they haven't already, and now I'm concerned because Pat is saying they won't even though I have n writing from Raf that they would. Regardless, they stole R 6,000 from me, which amounts to $350.35 in USD.
  This is theft and that money needs to be returned. Especially considering I didn't even ask for this refund! They did not have my permission to move the money in the direction they did.

  Business Response

  Date: 02/12/2022

  Thank you for the opportunity to respond. Wave provides payment processing services subject 
  to our Terms of Service. Use of the Payment service is subject to both an initial and ongoing review to ensure a merchant continues to meet the requirements for use of the service.
  Currency conversion rates fluctuate, the rate at the time of the payment is often different from the rate at the time of the refund. If the currency needs to be converted for a refund, then the current currency rate, and not the currency rate at the time of purchase, is used. As discussed on November 30th via email, please open a dispute with your credit card company so that we may work directly with them to resolve this issue.

  Customer Answer

  Date: 07/12/2022

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

  The issue is that neither I, nor the company I did business with, ASKED for the refund. 

  Wave undertook the refund of their own volition WITHOUT my consent. It should be on them to ensure I receive the full amount of money back that I paid. It should NOT be on me to make that happen. I did NOT ask to be refunded. 
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:23/11/2022

  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.

  Wave payments seized over $16,000 from our company over 4 months ago and refuses to pay us our money back they said in an email that they would return the money in 2 months back to Our customers but still have not done so , it made no sense in the first place for them to seize our money and terminate our account this has caused a major impact on our business. They wouldn't even answer my second email. This company ** * **** *** should not be able to get away with this. I was told that they would refund Our Customers months ago but have not done so. This has placed Our Business in a bad light and that is unexceptable.

  Business Response

  Date: 23/11/2022

  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. The refund was issued on July 25th 2022 and can take up to 7 business days to process back into your client's account. For more information on our Terms of Service: https://www.***************************************************************

• Initial Complaint

  Date:11/11/2022

  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.

  Company accepted my LLC for payment. After my clients did thousands of dollars of successful transactions they abruptly discontinued the ability for my clients to pay by credit card thus causing me miss a deadline which may cause me to lose a lucrative contract for my small business. See email sent below:
  
  Hi there, ****
  
  I feel incredibly insulted and frustrated with the harm already caused by Wave.
  
  Wave has processed money from my clients to my LLC which I have taken great care to separate from the financial problems that I have endured personally.
  
  Please do the right thing and if you’re going to refuse service based on my personal financial and class status, refund the money you have taken under clearly false pretense. Wave shouldn’t have initially approved us, then take several successful transactions, and then abruptly change course. These actions prove how out of touch Wave is with small business. To do so causes my business and my contractors (gig actors and singers) irrefutable harm. I came to your business in good faith, and you should care more about the harm you have caused.
  
  As an entrepreneur working hard to make a living and to create art in LA, please pass along my recommendation to the lawyers and to the administrators who are setting up the fine print, that they should not take advantage of the people who are trusting your platform and are the most harmed by this casual destruction to small business. Our voices are being heard louder and louder every day and these actions will be held to account.
  
  Sincerely
  
  ****** *******
  Founder and Owner of *********** LLC
  https://*****************.com

  Business Response

  Date: 21/11/2022

  Thank you for the opportunity to respond to this issue. Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review. Unfortunately we are unable to proceed with processing Credit Card payments on your Wave account due to higher risk of chargebacks. However you may still accept bank payments, this option was communicated to you on November 10th 2022, also with information provided on how to follow the Terms of Service and contact our help center for further clarification. Bank payments cannot be disputed like credit cards and are therefore lower risk. For reference, our Terms of Service can be found here https://www.***************************************************************. If you require additional assistance or further clarification, please reach out to our Help Center team and they will be glad to assist. Thank you again. 
  

• Initial Complaint

  Date:10/11/2022

  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.

  They have ****** our clients money. They claim they are sending it back to the client but won’t tell us which clients they are sending the money to or how much they are sending them. And they haven’t notified our clients that the funds are being returned. We can’t get any information from them to ensure the money they are sending back to the clients is actually being sent back. ** ******* ** ** ******

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond to this complaint. 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. Thank you for working with us on the refunds of your clients funds. On Wednesday November 9th 2022 we advised you of the refunds to your clients. On November 10th we provided you with a full detailed list of your refunds, and acknowledged the refund period as well as the total amounts. We followed up with a final confirmation as well. In the future if these refunds are not completed we also agreed to further investigate to continue to support you. If you do have any other concerns, please feel free to communicate with us in the ongoing thread we have open. 

  Customer Answer

  Date: 15/11/2022

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

  We're actually fine with their decisions that was made AFTER we already passed a risk assessment with them.

  And they did finally give us this information we requested (but only AFTER we filed a BBB complaint.)

  However, one of the issues they refunded (that neither ourselves nor the client requested) resulted in a $300+ financial loss the customer. Since the decisions to take this action was NOT our decision and NOT the payer's decision, Wave should compensate the payer for their loss. The payer's name is **** *** and she is also trying to reach them about this, but they have gone back to ignoring emails.

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

  Business Response

  Date: 21/11/2022

  Thank you for the opportunity to respond to this complaint. We understand that you are satisfied with the decisions taken on your account and that you accept the outcome. WIth regards to your payment and refund methods, you were advised on Wednesday November 16th about the process of the refund and the amount that would be issued. On Monday November 21st 2022 we also followed up with clarification regarding the refund that we issue refunds in the currency that the payments were made. We cannot account for variance in currency exchange as we do not deal in multiple currencies outside of USD & CAD. We appreciate that you have accepted the outcome of this situation, if there are any other questions or concerns please follow up with your open ticket with us and we will be glad to assist! Thank you again. 

  Customer Answer

  Date: 27/11/2022

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

  They are going back on their word and also did not refund the client the full amount the client paid in the currency they paid in. 

  Additionally, they are now **** messaging my clients about their "past due invoices" and want me to follow some complicated process to "write off" each invoice. I am not being paid for this additional work that I did not sign up to do, and they really need to handle it on their end as they are the ones who created this mess. 

  Their approach has been unprofessional and they have caused financial damages to one of my clients based on actions they ALONE took without permission. They unilaterally changed contract terms with my clients on my behalf with my permission of my clients' permissions and in result caused monetary damages they need to be accountable for. 

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

  Business Response

  Date: 02/12/2022

  Thank you for the opportunity to respond. In order to disable the invoice reminders please follow these instructions: under Settings > Invoice Customization and remove all reminders, or go to each individual invoice and and remove the reminder option.  If you have any questions please feel free to respond back to the email communication you had with our customer support team on Nov 21, 2022.

  Regarding your customer's refund, as discussed over the phone November 30th, please have your customer open a dispute with their credit card company so that we may work directly with the credit card company to resolve this issue.

  Customer Answer

  Date: 11/12/2022

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

  I am not doing unpaid work to benefit Wave. If they want the reminders removed, they can do this themselves.

  Also, as far as I know, the client still has not received her money back.

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

  Business Response

  Date: 16/12/2022

  Thank you for the opportunity to respond. We cannot go into your personal account to conduct actions on your behalf. In order to disable the invoice reminders please follow these instructions: under Settings > Invoice Customization and remove all reminders, or go to each individual invoice and and remove the reminder option.  If you have any questions please feel free to respond back to the email communication you had with our customer support team on Nov 21, 2022. Please let us know if you would like a call to help walk you through the process.
  
  Regarding your customer's refund,  please have your customer open a dispute with their credit card company so that we may work directly with the credit card company to resolve this issue.

  Customer Answer

  Date: 16/12/2022

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

  Again, they created extra work FOR me without my consent. If they want to end up with **** reports for sending those reminders, that is their choice.

  Two, they are saying "please have your customer open a dispute with their credit card company so that we may work directly with the credit card company to resolve this issue." - She's unable to do that, which I'm sure Wave is aware. Which means Wave is still in possession of the money that caused a financial loss for my client. Causing my customer a financial loss due to no mistake on their end or my end is an unacceptable outcome to this issue.

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

  Business Response

  Date: 29/12/2022

  Thank you for the opportunity to respond to your complaint. We’ve confirmed that Wave did refund the payment in full, but the reason the customer was reimbursed for a slightly lower amount is due to the difference in Foreign Exchange rates on the date of the sale and the date of the refund. This is unfortunately something that is outside of Wave's control and must be handled between your client (the cardholder) and their bank. It is not possible for us to reimburse your clients directly because they are not customers of Wave, nor is our software capable of sending cross-border transactions. Unfortunately at this point we are unable to assist your client further with this issue and encourage them to contact their bank to file a dispute for losses due to foreign exchange rates.
  

  Regarding invoice reminders, as mentioned by our customer success team, we are not able to turn off reminders for you due to our policies around access and permissions for individual accounts. In order to disable the invoice reminders please follow these instructions: under Settings > Invoice Customization and remove all reminders, or go to each individual invoice and and remove the reminder option. More detailed steps can be found here (https://*******************************************************************************). Please note that it is not possible for us to disable these reminders on your behalf.

  Customer Answer

  Date: 03/01/2023

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

  "We’ve confirmed that Wave did refund the payment in full, but the reason the customer was reimbursed for a slightly lower amount is due to the difference in Foreign Exchange rates on the date of the sale and the date of the refund."

  this does not change that the client did NOT request the refund. YOUR actions mades WITHOUT her request or my request ALTERED a contractual agreement between her and I that you were NOT authorized to adjust. YOU caused her a financial loss and YOU need to reimburse her for that. Just like if you crashed your car into someone's house and then said "Well, I replaced their windows as agreed the week before." Doesn't matter - you did something OUTSIDE of that that caused damage and you are now liable for those damages. 

  And again, no, I'm not doing extra work that you caused for me and have no paid me to do. I hav advised my clients to report any emails you send them as ****. If you are unable to turn them off, then you will have to deal with the **** complaints and how that impacts your sender reputation. Otherwise, my rate is $200 per hour and you can pay me to disable those for you so that you don't have to worry about your sender reputation for sending ****. 

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

• Initial Complaint

  Date:09/11/2022

  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.

  Wave processed a credit card payment from our customer and will not remit the to us funds, and wants to hold the customer's money for 65 days.

  Business Response

  Date: 21/11/2022

  Thank you for the opportunity to respond to this complaint. Like all financial companies, each new business that signs up for our payments service undergoes a thorough risk review. In some cases, even a manual review is required. The decision to support a business is not solely up to Wave. Behind the scenes we work closely with payment networks and banking partners. Each institution has strict regulations that govern them and the types of businesses we can and cannot support. Through our partnerships we are bound to uphold these requirements. These restrictions have been outlined in our Terms Service https://************************************.
  
  On November 9th 2022, we contacted you about this and offered additional phone support to assist you. We let you know about your payment and refund process, making an exception to the 65 day hold and working with you to release the funds back to your customer earlier. On November 11th 2022 we processed the refund for you, back to your customer as you had asked. On November 21st 2022 we also confirmed this activity for you and let you know the expected turnaround time for a refund can take up to 10 business days. 

  If you do have any additional questions or concerns, please respond to the open ticket that you have with us and we will be glad to assist you further. Thank you again. 

  Customer Answer

  Date: 25/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Wave escalated to create a new problem. We did not follow up with WAVE to provide additional personal information, because ***** ******* no longer wants to do business with Wave due to them not following good business practices. The new problem is that Wave turned off credit card processing for ******** **** citing that it sells Hemp products which are forbidden due to their policy. They mistated their policy, which actually says "Regulated Products and Services. Cannabis & Marijuana dispensaries and related products and services including cannabidiol (CBD); sale of tobacco, e-cigarettes, e-liquids, bongs, vaporizers and hookahs; age restricted products or services; internet pharmacies and script dispensers; firearms, weapons and ammunition; gunpowder, explosives and fireworks; toxic, flammable, and radioactive materials." I informed them that ******** **** sells NONE of these items, no CBD, no THC, no marijuana/cannabis. We sell hemp textile pillows and soaps made with hemp seed/ hemp seed oil. Hemp seeds are sold at grocery stores like walmart. Wave ignored my emails about this. 

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

  Business Response

  Date: 02/12/2022

  Thank you for the opportunity to respond to this. We understand your frustration, The decision to support a business is not solely up to Wave. Behind the scenes we work closely with payment networks and banking partners. Each institution has strict regulations that govern them and the types of businesses we can and cannot support. Through our partnerships we are bound to uphold these requirements. Any Hemp related products are prohibited. WIth regards to the refund, this was issued on November 11th 2022 and can take 5-10 business days to successfully post to your customers account. We can see it was confirmed refunded on our end. Thank you. 

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is contrary to their published policy. I would like to see evidence of what they are saying regarding the third party, because I don't believe it.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 09/12/2022

  Thank you for the opportunity to respond to this matter. We were in communication with you throughout this process. On November 11th 2022, we communicated to you that we would waive the 65 day hold period for refunding your customer. On our end, we have an approved refund that went out to your customer. This refund typically takes 8-10 business days at most, and at this time has settled. If your customer faces issues, they are advised to contact their bank or financial institution to identify why the funds have not landed. As always, for more information on our Terms of Service: https://www.***************************************************************. Thank you 

• Initial Complaint

  Date:07/11/2022

  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 advertises businesses can use their website for a percentage and transaction fee. I tested this prior to using on a client and had no issues with my test purchase. I then used the credit card payment option through Wave Financial’s website on an actual client. The payment went through fine. Then, 2 days later, I received an email from wave stating my clients payment is being rejected by wave not due to a card issue or any history with me but just because they are choosing not to and the client was refunded. I am out the money I charged the client, my time for the service, and money I spent on supplies and products. There is no way to contact customer service on the website and the person on the email was unwilling to resolve the issue with me and my business. They said they can reject it for no reason and would not tell me any reason. Their website is deceptive about this practice and from the looks of other reviews this is a common issue of wave ******* *** ***** **********.

  Business Response

  Date: 16/11/2022

  Thank you for the chance to respond to this complaint. 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. The refund was issued on November 3rd 2022 and can take up to 7 business days to process back into your client's account. For more information on our Terms of Service: https://*******************************************************************

• Initial Complaint

  Date:31/10/2022

  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 been a long time royal client to WAVE. my WAVE account number is ***************@********.com. I simply need to change my phone number and WAVE suspended my account in return, I need my account to be reinstated. First of all, I'd like to complaint that Wave doesn't even have a customer service phone number. I tried so hard to find their phone number but was never succesful. so I had to contact them through online chat or email only, which most of the time, I'm talking to a bot. and there was no option for my to change phone number online as well. so I had to input my request of changing my phone number through online chat, which means talking to a bot. Finally WAVE emailed me back on 25th Oct 2022, and requested me to upload my driver's license and also a phone bill of my new number. however, they suspended my WAVE account before I sent those documents mentioned above. I sent the doc on 26th Oct 2022 and ask them to review again, and they emailed back the decision is already made and can't be changed. hello? I'm just asking to change a phone number! and u suspended my account before I sent you the documents! it has cause tremandous problems because my office is not able to charge clients' bill any more. So please fix the problem or I have have my lawyer to file law sue.

  Business Response

  Date: 01/11/2022

  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. For more information on our Terms of Service: https://www.***************************************************************

• Initial Complaint

  Date:25/10/2022

  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 created a wave account October 9, 2022. I sent several invoices out and received payment for them over the following 48 hours. On the 11th I recieved an email from a risk analyst stating they could no longer process payments for my business. Same agent said my payments Would all be released the next day. The next day a different agent emailed informing me that all my payments had been refunded to customers. I asked for proof of these refunds and never received Any email back. My customers are now reaching out stating they never received a refund at all & I cannot even login to the account to give them that.

  Business Response

  Date: 08/11/2022

  Thank you for the opportunity to respond. 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.We provided additional proof of refund  on November 7th 2022.  Proof was provided for the following invoices: Invoices ******, invoice****** , Invoice ******, Invoice ******, Invoice ******  and invoice ****** . If you have any further questions please reach our to us on the same email thread we have been using. We can also setup a phone call to further discuss. Thank you. 
   

• Initial Complaint

  Date:24/10/2022

  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.

  **** **** ***** **** *** ****** ** ** ********* * ***** *** ***** ********* ***** **** ******* * **** ** ** ***** *** **** * ***** *** *********** ***** *** *** ******** **** ** *** ********* ** ***** **** ******** *** ** ***** **** * ***** *** ** ******** *********** *** **** ** ** ********* So here we are again they had another hold on my account for over a week and I had to complain and for some reason they canceled my card without notification which means I had no access to funds for my employees! Now I currently have a deposit that has been pending payout since 10/09/2022 that waves wont release even though I have documentation from the sender that the funds cleared there account on 10/13/2022 so therefore my deposit should be released but it hasnt and its 10/18/2022. Customer service is terrible as usual. They can never send you any proof of the policies and procedures believe me ive asked numerous times. **** ******* ** ******** * ***** *** ********* ** *******

  Business Response

  Date: 03/11/2022

  Thank you for the opportunity to review this case again and provide further detail into the situation. On October 18th we spoke about the scheduled payment that was made on the 13th of October. The payment was made via *** or Bank Payment, and those funds can take anywhere from 2-7 business days to complete and land in a users account. You had requested that we also cancel your Wave Money account at that time, in which our support specialists were able to help you with on October 18th. If do you require any support in the future please feel free to reach out and let us know how we can assist! 

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called numerous times before 10/18/2022 and you can look at your phone records to see the history and after not being helped yet again. I filed another complaint and magically all of sudden my funds were available after the complaint was made. Not before when I made numerous attempts to get this resolved.

  My account is finally closed with this company and I will never go back or refer anyone to this company.
  
  
  
  Sincerely,
  
  
  
  ********* *******