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:01/02/2024

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

• Initial Complaint

  Date:30/11/2023

  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.

  We could not process a partial refund on our account and customer service requested we try. So we did and received an error. Then Wave manually refunded and in doing so they refunded the transaction twice. Now they are saying we can not reverse the charge back to us and we have to involve the client instead. I thought Wave was a payment processor in addition to accounting? So why can they NOT reverse a transaction they in fact caused. This is harming our business.

  Customer Answer

  Date: 06/12/2023

  This was resolved via contact from the business, Wave Financial. ****** ****** thank you for your time, ****

• Initial Complaint

  Date:31/10/2023

  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.

  On 10/11/2023, someone used our credit card information and bought something on Ticketmaster for $419.47. They also attempted to use our virtual card around the same time to buy airline tickets. With both of our cards being accessed, we called immediately and cancelled both cards. They started the proceeding on their end and said they’d send us a form to fill out about the details of the case. If we did so within 10 business days, then we’d be eligible for a provisional credit to our account. We filled out the paperwork and submitted it 3 times within those 10 days. We still have not received credit. When I call and ask they can’t tell me why nor can they give me any information on what their criteria is for receiving the provisional credit. They just keep saying that we will get the money back IF they deem the dispute worthy by January of 2024. That seems insane to me since it’s months away and they can’t even tell me why we supposedly don’t qualify for the provisional credit. Add to this the fact that they’re basically closing their banking services in early November and it just feels like we are getting the run around. This is the first and only dispute we’ve ever opened with them. We need this money right now to pay vendors and stay in business. The fact that they can’t even tell us why it will take this long or why we apparently don’t qualify for this phantom provisional credit is *****.

  Business Response

  Date: 07/11/2023

  We have reached out to our customer directly advising a provisional credit has been processed on their account by our Transaction Processing Partner. 

  Customer Answer

  Date: 08/11/2023

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

• Initial Complaint

  Date:26/10/2023

  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 made a payment to a company I do business with pretty practical , wave is third party handling payment processing. Because pretty practical could not be verified wave canceled my payment of 750.00 600.00 300.00 they sent me emails contains refund receipts for all three transactions saying the refunds were processed and completed. Only the 300.00 was refunded they **** and said my bank was preventing them from completing the two other payments. My bank said that is not true I have ******** that conversatayuon . Wave has completely stopped talking to the business pretty practical and has locked her out if her account. It has been requested that a check be sent for the refund but instead they only ignore any attempts to co.munucate

  Business Response

  Date: 30/10/2023

  We advise that you please reach out to your respective financial institution directly to dispute the transactions for which you have not received the goods/services for.

  Customer Answer

  Date: 31/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I  made three payments to pretty practical  using your processing service you said you could not verify that business so the payments would be returned to me  there were three transactions 300 750 and 500 you only returned 300.00 the other 1250.00 you did not refund nor did you deposit it into pretty practical account with wave. This is the email for pretty practical  ************@*****.com   I made a payment using your service you never paid pretty practical 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/11/2023

  We have successfully refunded all payments back to the cardholder.

  Customer Answer

  Date: 10/11/2023

  
  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. However I they should not have let it go this far they should have just refunded my money initially.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:20/09/2023

  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.

  On September 13, 2023, I attempted to updated my debit card number on waveapps for my business account. I could not update my card information as the system prompted a phone verification on a phone number I could not remember and is eventually no longer in service. I attempted to solve the issue through the chat, but the only thing I received was an email confirming that they had received my request. It is absurd that a customer cannot update a phone number directly and that a financial institution has no customer service. Today I checked again and my funds are not being payout to my bank account as the payouts have been disabled. My entire business runs through waveapps and all my customers pay through them. I need the phone number and debit card updated ASAP and the funds payout to the bank account on file. The lack of customer service is truly annoying. An AI cannot solve such problems.

  Business Response

  Date: 26/09/2023

  We have been in touch with the customer directly and have updated the requested information on the account. The issue has now been resolved.

  Customer Answer

  Date: 26/09/2023

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