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:01/03/2024

  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,
  
  ***** *****

• Initial Complaint

  Date:06/02/2024

  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.

  I am writing to formally file a complaint regarding a recent transaction with WAVE, a credit card processing service. The details of this issue are as follows: My client, **** *****, made a payment for services through WAVE, where I utilized their credit card processing service. Subsequently, I encountered significant complications. Following the payment acceptance, I received an email from WAVE requesting various business verifications under the pretext of a 'risk' review. This email was initially flagged as a phishing attempt as the information requested was questionable and I didn't even see it initially. While I acknowledge the importance of due diligence, the requests made by WAVE extended far beyond the reasonable scope for a routine credit card transaction. As a result, the payment has been placed on hold, pending their review. I have diligently cooperated, providing reasonable information such as a business license and address verification. However, WAVE's request for confidential banking information and proprietary contracts appears excessive and unnecessary for a standard transaction. Despite multiple attempts to seek clarification and resolution from WAVE, I have not received any response. This situation not only reflects poorly on WAVE's service but also adversely impacts my relationship with the client and the overall perception of my business. I am formally requesting your assistance in investigating this matter and facilitating an immediate refund of the full payment amount to my client. I am prepared to terminate my association with WAVE and proceed with an alternative payment method. This issue has caused an undue amount of stress, inconvenience, and wasted time. There are multiple complaints with similar circumstances and this is simply poor business. Your prompt attention to this complaint is highly appreciated, and I look forward to a swift resolution.

  Business Response

  Date: 13/02/2024

  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. 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.

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I wanted to share my feedback regarding the recent business information verification process. Unfortunately, the response from the company did not adequately address the intrusive and excessive nature of the requests to verify made. The extensive information requested seemed unjustified and lacked rationality.
  Furthermore, the practice of holding funds for processing solely serves the interests of the company and its financial needs, rather than prioritizing the needs of the customers. This practice essentially holds profits hostage, causing inconvenience and frustration. While I appreciate the acknowledgment of the inconvenience in the initial correspondence, it is disappointing that these practices persist despite the negative impact on customer experience and the business's reputation. As a result of these issues, I have decided to close my account with WAVE and will no longer be conducting business with them. I intend to share my experiences with others who inquire about my dealings with the company.
  As such, I consider this matter closed and the issue not addressed to my satisfaction.   
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/02/2024

  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.

  We used Wave for payroll in 2023. I was an Independent Contractor paid through wave. I have reached out for 3 weeks now regarding my 1099 for taxes. I am trying to buy a house and in a time crunch and I need my taxes done ASAP. No one has responded to even acknowledge any of my emails. I have created multiple support tickets, I have reached out via email, I have searched numbers. There is no way to even get a hold of anyone. Finally I got a number and the guy, Tom N. was yelling over top of me telling me there is nothing he could do and that he could not help me and that they "might" eventually respond back to me but he can not guarantee it. I need my 1099 and that is all that I need from them at this point. We have canceled our services.

  Business Response

  Date: 09/02/2024

  Wave apologizes for not providing clearer and faster guidance on how to resolve the matter. The customer was contacted on February 9th offering to resolve the issue directly.

• Initial Complaint

  Date:25/01/2024

  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.

  I have been using Wave Financial for my business for about 2 years now and, recently, they closed Wave Banking on November 16th. They notified me in October that any money that was left in my account after the 16th of November would be sent to me via check in the mail. It’s January 19th and I have yet to receive my remaining balance, they have not tried to contact me about when I will be receiving my funds and have not responded to attempts to contact.

  Business Response

  Date: 02/02/2024

  Wave attempted contacting the customer on multiple occasions both by email and phone with no success. Wave has not been contacted directly by the customer to raise or resolve this matter. They are encouraged to respond to our email in order to resolve the matter.  

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: Wave Financial called me while I was at work and left me a voicemail saying that I needed to confirm the address on file, but in the email that was sent from them, they never said that I had to do that. They never gave me an email or phone number to respond to. I tried calling the number that called me and it was their support number, but they don’t have a over-the-phone support system. In order for me to contact them, I need an email or phone number to contact. Thanks. 
  
  Sincerely,
  
  ******** *************

  Business Response

  Date: 16/02/2024

  The customer has yet to contact Wave directly and Wave continues to contact the customer to resolve this matter. Wave has provided the customer with additional contact details so they may be in touch with a manager directly.

  Customer Answer

  Date: 26/02/2024

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

  I have no way to directly contact Wave Financial. The only “customer support” they offer is through an automated system on their website that is completely useless. If they can provide a phone number or an email address to contact them, I will contact them ASAP. 

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

  Business Response

  Date: 29/02/2024

  Wave is in touch directly with the customer to resolve any outstanding matters.

  Customer Answer

  Date: 05/03/2024

  
  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:10/01/2024

  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 contacted them for customer support because my payout account was put on hold when I was trying to change my bank account associated with that account. I was prompted to contact them which I have and after a couple of exchanges, they have stopped responding to me via email. I tried contacting them via their app Wave invoicing and was told the only way to resolve this matter is through the email (which they have stopped responding). To top it all off, they told me there is no inbound number to call. I have bills to pay and I can't even access my own money. They haven't provided me with any other alternative and it is very frustrating. Please help

  Business Response

  Date: 11/01/2024

  We contacted the customer and resolved this matter with them directly.

• Initial Complaint

  Date:08/01/2024

  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.

  I recently had a customer pay me using Wave apps. I was supposed to receive a payout on the third which is today. They told me that I was risky yesterday, but they could've reached out to me days before that and got information from me so that this wouldn't happen. I try to reach out to customer service. They can't seem to contact the risk team for me or nothing like that. They always have an excuse so, I'm gonna try to reach out to the CEO things I don't know I just haven't been able to contact anybody days above. Just call me support. They have no phone numbers and they don't seem to care about what I got going on.

  Business Response

  Date: 12/01/2024

  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.

• Initial Complaint

  Date:02/01/2024

  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.

  Wave has an incorrect setup of my WA State taxes and has accumulated and is holding monies that need to be released to me. I have contacted them for weeks to get the matter corrected and the money released and they ignore the inquiries. I pay for payroll services and was told it came with customer service; however, their customer service agents cannot contact, connect me to, or follow up with the "payroll team." It is ********* to hold people's money and not provide any service or response to correctly pay people's business taxes and not hold their money.

  Business Response

  Date: 10/01/2024

  Due to a larger email support backlog, our team took longer to acknowledge and action the customer's request. However, our Payroll Operations team has since been in contact with the customer, and the related funds have now been refunded as requested.

  Customer Answer

  Date: 10/01/2024

  
  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. Although they have not resolved their internal issues with customer service, my issue has been resolved and I am grateful.
  
  Sincerely,
  
  Rebekah Barrett

• Initial Complaint

  Date:12/12/2023

  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.

  I have been using Wave Financial for my bookkeeping for ****** ********. Our account got suspended on 12/07/23. I emailed them multiple times and have not gotten a response at all aside from the automated message. There is no phone number to contact them with and I cannot reach them. I need my account reinstated. This is the 2nd time in the last month that it happened. I do not know why this keeps happening. Please advise when the account will be reinstated. thank you. ******** *******

  Business Response

  Date: 14/12/2023

  We have resolved the issue with the customer directly.

  Customer Answer

  Date: 14/12/2023

  
  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,
  
  ******** *******