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:13/10/2022

  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 Financial accepted a payment from our client and refused to deliver it to us. Instead, they held $500 USD for 65 days, significantly impacting my small business. I am new to managing my own business and they allowed me to sign up and even SEND AN INVOICE! When my client paid, I THEN had to fill out an application to receive payment from my client. They made it very easy to accept bank payments when sending an invoice, without warning that they could be held/rejected. Their justification for the email notification was vague and unhelpful. Apparently, it is because of a lack of business credit but this requirement wasn't posted prior to accepting online payments! I was then told by Wave Support only known as "Kiara", who did call me as requested after a few emails back and forth. She told me I had to have my client ask their bank for a refund (which looks great on my end as a new business). My client understood the situation I was in with Wave and proceeded to communicate with the bank to cancel the transaction. Apparently, it was too late and the money has already gone into Wave's system BUT I'm now allowed to receive it because I was denied to use their service. So now what? Do I have to wait 65 days to get MY money? They have no right to that money, they denied my services. Released the money back to my client. What you are doing is wrong and unethical. Why would you preach small business support and then treat people like this? All I want is to use another service for my client to pay me for the services I provided to them.

  Business Response

  Date: 17/10/2022

  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 payments on your Wave account due to higher risk of chargebacks. Our team has issues a refund for your recent payment on October 13th. A Bank payment refund can take up to 10 business days to appear in your client's account. For more information on your decision, please review our terms of service:https://******************************************************************* *

• Initial Complaint

  Date:11/10/2022

  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.

  A new client paid me on August 3rd, 2022. Wave (without warning) proceeded to hold the payment. I was told that I could process the refund and it would go back to the customer, so that it what i did. When I checked on the refund, another representative said that it was never processed. That representative said she would do it and of course the exact same thing happened the next time except i was told that i had to wait 65 days and it would then go back to the customer. Since then I email and check on the status and none of the representatives ever no anything about the payment or when it will go back to the customer! I just talked to them and now it might be another 65 days!! I am over this company and it is my first time using them. It was for a 700 dollar payment.............

  Business Response

  Date: 17/10/2022

  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 12 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:22/09/2022

  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.

  At colleague recommendation, I signed up for Wave Apps services. They got all the information on my bank accounts (checking and credit) and I thought I had finished set up when I sent out my first client invoices using the website. When I went back for a status check, I discovered that there were more steps to take before I could receive my clients' payments to my invoices. The system proceeded to have me fill out a credit report inquiry, something I had not done with ****** or ******. One of the questions asked was what my exact address was back in 1998. Not surprisingly, I entered the wrong house number. I reached out to them today because I anticipated it might be wrong, so might complicate payment. The person on the chat said that a manager will get back to me by email in 2 business days from today. They do not think they will ever release those client payments to me because of my incorrect answer. I can refund my clients, but it will take at least 7 business days. I would like to file a formal complaint because I think this entire situation is terrible and unacceptable customer service.

  Business Response

  Date: 23/09/2022

  This issue was resolved internally in ticketed communication. Credit card refunds are instant but they can take up to 8 business to show on your customer’s bank statement. 

  Customer Answer

  Date: 23/09/2022

  
  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. They have reached out to me and resolved the matter. Once the refunds are issued to my clients, I will cancel my account with them. 

  Thanks so much for your assistance!

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

  Business Response

  Date: 14/10/2022

  Thank you for the opportunity to have this reopened The refunds were issued on September 19th 2022 for $120.00 and can take up to 7 business days to process back into your client's account. As explained on September 20th 2022, if your customer is unable to locate their refund they will need to contact their bank and open an investigation so that the funds can be traced. On October 13th 2022 we provided you with the refund details as well as the steps for your customer to open the investigation with their bank, and what they would need to provide. If you have any further questions please reach out via any of our open email threads.

  Customer Answer

  Date: 25/10/2022

  
  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:19/09/2022

  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.

  im waiting to speak to a human person about a payout option,

  Business Response

  Date: 03/10/2022

  On our side, we can see that the funds were sent to your financial institution (this happened on August 19th). If the funds don't actually land in your bank account, what happens is that your bank informs us that they weren't able to receive them, and then they mark the payout as failed. This information has not come back from your bank, so the result is that the funds are showing as sent, but the bank hasn't acknowledged the whereabouts of them. We mentioned this to you a few times (Sept 12th, 15th, & 16th), including a receipt of the transaction from our banking partner to provide to your financial institution on the 21st. We also asked to schedule a phone call with you to help re-explain what actions need to be taken on both the 21st, as well as 22nd but did not hear back. Even with a phone call, the steps provided will be the action that needs to be taken in order to move forward and get this resolved.

  Customer Answer

  Date: 07/10/2022

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

  all i want is a phone call, 

  they said that it was paid, im saying i never got it, and i never did, 

  all we need to have is a phone caonversation, my phone number is ************ 

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

  Business Response

  Date: 14/10/2022

  Thank you for allowing us to revisit this interaction. As mentioned in previous interactions with our customer support team, the financial institution (*** ****) accepted the transaction from the instant payout in your Wave account. When a bank accepts a transaction, it means that the movement of funds are technically confirmed on their end and if they don't see the funds, they need to send them back to us in order for us to take further action. The request from our Support team is that you work directly with the financial institution to investigate further as they should have visibility as to where the transaction lives (either on the expired credit card account, or new one). This information was shared on September 16th, 21st, 22nd, 30th, 2022).A follow up was initiated by our Support team on October 13th reconfirming what happened and asking to verify more details including the following: where the financial institution is looking for the transaction, your bank statement to confirm that the funds weren't deposited, and the exact steps that you've taken with the financial institution to resolve the issue. We also let you know that we'll be taking more steps on our side to verify any new details from our banking partner, but anticipated that they won't have any more information given that we your financial institution accepted the funds.Your response with more details is currently pending. If you do require any more assistance, please respond back to the open ticket thread that you have with us so we may be able to assist and provide clarification. Thank you. 

  Customer Answer

  Date: 26/10/2022

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

  THIS CARD HAS NOTING EVEN WITH *** ****

  i already called every bank that can be afiliated with this trasaction, and noone got any tranesaction of the $2400

  a phone conversation would help us getting this solved, and looks like its not an option they want to provide me, so they can just send me the $2400

  thanks 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/11/2022

  Thank you for the opportunity to review this case again. On October 28th, we submitted a message to you outlining the details that we need from you in order to take action on the issue that you are currently experiencing. Unfortunately we did not receive a response at that time. We contacted you again to schedule a phone call on Monday Oct 31st. At that time we did not get a reply, we placed a phone call made to you on Tuesday in which the user replied. The steps that were communicated in email were reiterated on the phone, and you'll be able to work with your community bank to look into the dispute they submitted. We sent you another follow up on Nov 3rd to check on the status of your inquiry. The issue is still a work in progress on both sides and will remain open until full resolution.

• Initial Complaint

  Date:23/08/2022

  Type:Sales and Advertising 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 Financial accepted a payment from our client and refused to deliver it to us. Instead they held $4,000.00 USD for 65 days which was a significant impact to our small business. They made it very easy to accept bank payments when sending an invoice, without warning that they could be held/rejected. Their justification in the email notification was vague and unhelpful. Apparently it is because of a lack of business credit but this requirement wasn't posted prior to accepting online payments!

  Business Response

  Date: 31/08/2022

  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 August 16 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.waveapps.com/legal/wave-payments-terms-of-service-united-states
  
  

  Customer Answer

  Date: 03/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is nothing preventing you from doing a 'thorough risk review' PRIOR to accepting payments. It's that simple. Change your deceptive, unfair payment policy and sign-up process.

• Initial Complaint

  Date:09/08/2022

  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 has held $16000 for a payment for 10 days and has cahnged the "payout date" 4 times already. I am in an endless loop of Wave saying they will release the funds tomorrow, and then changing the listed payout date to the next day. They cannot take payments for small businesses (who extend terms to customers on their own) and then hold those funds. I have been a customer of theirs for 7 years and have been paid millions and millions of dollars through them, but this is the last straw. They offer $4400 to be released instantly for a 1% fee ********************************************* for my own money. They need to be stopped from indiscriminately holding small businesses money and then offering some of it to that small business at a larger fee.

  Business Response

  Date: 01/09/2022

  Business Response /* (1000, 5, 2022/08/18) */ Thank you for the opportunity to respond. Bank Payments take some extra time to be processed and verified through the ACH Network. You can typically expect Bank Payments to arrive in your bank account between 2 and 7 business days. For more information, please review our terms of service: https://www.waveapps.com/legal/wave-payments-terms-of-service-united-states

• Initial Complaint

  Date:09/08/2022

  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 set up payments to be deposited directly to my account using Wave Financial, Inc. platform they requested additional information from me to verify my relationship between customer over payments they have made to me and they have collected and processed payments and have it on hold. They have no valid point of contact to get this addressed only via email and they will not respond. Although it says they will respond 90% in 1 business day. I have yet to collect my money totaling $19,275 deducting there fees. I need this resolved IMMEDIATELY. PLEASE! I need my money.

  Business Response

  Date: 01/09/2022

  Business Response /* (1000, 5, 2022/08/12) */ 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. When this is case, we hold the funds, contact the customer in an effort to gather more information, and try to resolve the issue. This process is for the protection of all parties involved and part of our financial obligation. After conducting this further investigation, our risk team has deemed your payments fully active and you are able to continue processing payments if you choose. We apologize for any inconvenience.

• Initial Complaint

  Date:09/08/2022

  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 Financial Inc HOLDING MY $16,396.00 for 65 DAYS!!!! I invoice my customer via Waveapp platform, they added a "pay now" button on the generated invoice which received payment from my customer as a middleman for a fee. I did not know about this and had not added banking details to their system, my customer didnt know this, they followed what seemed like the preferred payment method. The preferred payment method was bank transfer or ****** and i added my bank account on the invoice. The customer paided me via Waveapp on the July 16, 2022 - A payment for $16,396.00 was made. waves requested my banking details on the 18th July 2022 and i added them to the system and also contacted waveapp and complained... on the 26th July 2022 i received an email from "***** @ ********* ******** **** ********" "Bank payments will be held for 65 days. If it has not returned in that amount of time it will be refunded back to the account holder. If they require the funds sooner, they will need to initiate a return from their bank directly." This was my response: "Harby, this email is not directed at you but at your company. this is so completely outragous!!! firstly, wavesapp highjacks my payment on the invoice by adding the payment option that i didnt ask for, confused my customer who used it in error, you take a fee as middleman when neither of us knew what was happening or where the money was... you hang onto my money for 10 days, now i have got to go back to the customer with my tail between my legs saying that somehow the funds are back in their account and they have to redo payment! which makes me look like a chop!! and there is nothing i can do about it, you can *** **** * ***** ** *** ******* ***** doing whatever you want, and i just have to deal with Wavesapps ********!!!" My customer has contacted their bank today and ***** bank has informed my customer that they cannot do a refund and reversal. I would like WAVES to immediately release our funds

  Business Response

  Date: 12/08/2022

  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 payments on your Wave account due to higher risk of chargebacks. Typically, banks give the cardholder the option to recall a payment made using ACH and not yet deposited into the business owner's account. Our team recommended this option for you and your client. Please contact your client and ask them to reach out to their bank. They will be issued a "stop payment" on this payment which has not been processed or deposited into your account. This is the fasted and best method for your client to receive their refund.

  Customer Answer

  Date: 15/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  i did not sign up for your "Payments service" and my customers payment is in limbo for 65 days if we even get it back! My customer called their bank and their bank cannot get the funds back...they canot process a refund or stop payment... so we are at a loss and at your mercy. give us our money back!

  Business Response

  Date: 26/08/2022

  Per our internal risk policy and after a thorough evaluation conducted by our Risk Team, we stand firm in our assessment and the ACH transaction will be held for 65 days. A refund will be issued September 23 and can take up to 7 business days to process back into your client's account. For more information on our Terms of Service

• Initial Complaint

  Date:24/06/2022

  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 Financial Inc. is holding money my clients paid to me via the ACH option in the invoice. 20 days later and all the proof of account ownership given and Wave is still not releasing my money to my bank account. No calls have been made to me though they keep saying they will call.

  Business Response

  Date: 13/07/2022

  Business Response /* (1000, 8, 2022/07/12) */ Thank you for the opportunity to respond. 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. We spoke to our customer June XX XXXX and the funds were released the same day. Consumer Response /* (3000, 10, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) After posting here and also leaving a negative review in the *********, I finally spoke to the agent and the money was transferred to my bank account.I don't recall anything particularly special taking place in the call that couldn't be or wasn't provided in email to finally release the money. They state that "each new business that signs up for our payments service undergoes a thorough risk review" but I had been using their service for about a year already and accepting payments while the account is in review but not releasing the money doesn't make much sense, and a business not being able to get that money for 20 days is no good at all. The correspondence/customer service was sporadic and somewhat nonchalant and inconsiderate, the procedures inefficient and overall inconveniencing.