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: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,
  
  
  
  ********* ** ******

• Initial Complaint

  Date:20/09/2023

  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 opened a Wave account on 09/17/2023. They accepted my business documents and allowed me to begin charging my customers.
  
  Over the next two days my customers paid our company $19,192.65. The Wave system noted that the funds, minus their fees, would be sent to my bank account on 09/20/2023.
  
  On 09/19/2023 I received an email from Wave advising that my business model was a higher risk than they felt comfortable with (***** ********) and that they were suspending my account. In addition to not being able to process payment they advised that they would be holding the $19,192.65 for 120 days (4 months).
  
  I am a small business owner and this is devastating our business. These funds are due to the men and women who performed the work associated with the funds (we are a general contracting company) and go toward our daily business expenses.
  
  I understand that Wave has to do business in a way that keeps their company safe. While disappointed, I was not angry that they had decided not to partner with my company.
  
  I am also not asking them to give the funds to me. I understand that they have risk associated with credit card chargeback and this is part of the reason for their decision.
  
  I am asking them to allow me to refund the funds to the customers so that they customers can pay us via other methods.
  
  As of this complaint Wave has locked me out of the ability to refund the charges to each customer and I can not get ahold of an actual human being.
  
  Help!!

  Business Response

  Date: 20/09/2023

  We contacted the customer via email on September 20th, 2023 and have resolved the issue with them directly.

• Initial Complaint

  Date:11/09/2023

  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.

  My name is **** ********. I use Waveapps for running payroll. They claimed to have paid my ***** tax payments, and filed the appropriate documents. They have not. They have also not responded to my repeated requests for assistance in this matter.
  
  I would like them to pay the fine that was levied against me for these payments not being made, and a refund for the payments I made to them for services, since they haven’t handled the tasks which I pay them to handle.
  
  The fine is $540.50

  Business Response

  Date: 20/09/2023

  We are in touch with the customer directly to resolve the issue. We contacted them via email on September 13th, 2023 sharing the steps needed to complete in order for them to be compensated.

• Initial Complaint

  Date:14/08/2023

  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.

  On July 28th 2023, I had a customer opt to use the bank payment function that Wave provides to pay their invoice. I received and email confirming that the payment was made. My wave accounting software shows that it is paid as of July 28th. It is now August 9th and the funds are still not deposited in my account. I haven't received any communication as to why the funds are not available, or where the money is. I have also tried to contact this company and have not found any way to get in touch with someone who can help.
  
  I have included documents with screen shots of the Wave communications, and payment confirmations.

  Business Response

  Date: 18/08/2023

  We're sorry for the issues you experienced. A representative of our Risk Team has contacted the Merchant directly and resolved the issue pertaining to technical issues with the bank account intended to receive the funds. 

• Initial Complaint

  Date:27/07/2023

  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.

  They are holding my business funds without any reason to do so

  Business Response

  Date: 03/08/2023

  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. Wave could not verify the business associated with this account and the activity on the account was highly suspicious. As a result, we had to decline the account in order to protect our platform.

• Initial Complaint

  Date:26/07/2023

  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 live in Michigan (this detail is important) and I am a recent victim of debit card hacking. My card was copied using a skimmer and used in Chicago Illinois at an ATM multiple times. A lacksidazy investigation underwent and the conclusion was that It was me that used the card and none of my money would be returned to me. I have proof that at the same time a thief was draining my card, I was at a mall in Michigan buying my kids lunch. How can I be in two places at once? Not only did I not receive any proper assistance, they made me feel like I have to jump through hoops to get credited something stole from me. They are hesitant with reopening the dispute and pretty much told me, "my loss". I'll make sure everyone knows they dont care about their customers in the even of a something tragic happens. im disgusted and will be moving my business elsewhere and you should avoid using WaveApps at all costs.

  Business Response

  Date: 10/08/2023

  We contacted the customer via phone and resolved the issue directly. 

• Initial Complaint

  Date:25/07/2023

  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 signed up for a wave account several months ago early 2023. I provided them the proper information to connect to my bank account, as well as my business credit card. I began using the bookkeeping feature to track purchases.
  
  On 22 July 2023, I needed to invoice a customer for work performed. I checked through my Wave account to ensure all information was correct, and elected to take both ACH and credit card payment.
  
  Payment was processed and my Wave account showed the customer money being paid to my account, with an email confirmation (*** ********).
  
  On 24 July 2023, I received an email from Wave, stating that the payment was suddenly cancelled and the cardholder was refunded (*** ********). The email stated the decision was based on a risk review, and no other information was provided.
  
  I contacted Wave via chat, and was told that per their terms that they could terminate at any time. They recommended I contact my customer and ask him to find another method of payment. They would offer no additional information as to why this happened.
  
  If there was any approval issue with my business not being eligible to take payment through Wave, they should have notified me prior to taking the first payment, not after the payment was made.
  
  Because of this, my reputation as a business is compromised, and I have the potential of losing the sale altogether. I am also now having to spend several hours trying to remedy the issue.
  
  I spoke to the customer and he has not received any refund through ***** *** as of the time I am writing this.
  
  I understand a company has terms, but there is also a point of operating ethically. This practice is very damaging to small business who relies on a payment service. There are numerous BBB complaints already against this company, citing the exact same issue.

  Customer Answer

  Date: 26/07/2023

  This email is to inform you that complaint ******** that I made against Wave Financial was responded to and handled appropriately.

• Initial Complaint

  Date:24/07/2023

  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.

  My company is a management company and we service several types of businesses. We have had a wave account for several years and have collected several hundreds of thousands of dollars in the past. They are now holding $60,000 worth of payments that have been made to me for services rendered and they are now saying they will not pay me and they will hold the funds for 70 days before returning it to the client. This could ruin our business. They are HORRIBLE accusing me of selling supplements which I am not doing. We create formulations and training to the sales team to sell the new products using our formulation. But because they don't like the way our contact is written they are refusing to release the funds and will not return them to the client for 70 days. They *** ********* *** * **** *** will hold funds whenever possible.

  Business Response

  Date: 28/07/2023

  Typically, banks give the cardholder the option to recall a payment if it was made using ACH and the payment was not deposited into the business owner's account. In this case, 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.

• Initial Complaint

  Date:13/07/2023

  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 took my money and sent it back to a company that went bankrupt. I have remain explaining. They have been warned and still did it. And I have sent multiple emails they don’t answer or have a number to call. BEWARE OF USING WAVE.

  Business Response

  Date: 13/07/2023

  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 within 2 business days of the transaction. We recommend contact your customer for an alternate method of payment. For more information on our Terms of Service: https://*******************************************************************

  Customer Answer

  Date: 13/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the money was not refunded in 2 days that’s a lie!!!!  It was done months later.  I sent a email to them about 3 weeks ago to follow up and ask to get paid that’s when they sent the refund. They held the money for months. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 24/07/2023

  The transaction was processed on April 8th 2023, and the refund was processed on April 10th 2023. 

• Initial Complaint

  Date:13/07/2023

  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 the owner of a travel agency and filled out an application with Wave Financials to process invoices and credit card payments and was approved on June 20, 2023. In hindsight, I realize that I should have conducted a BBB search before accepting employment with Wave. This may have prevented me from being in my current situation. My customers began sending me funds for their trips starting in early July. Just yesterday, July 11, 2023, I get an email from Tony stating the following:
  "My name is Tony and I'm an Analyst on Wave's Risk Team.
  
  As your business is involved in travel sales, Wave has temporarily disabled payment processing for your business as we require pre-approval from our banking partners to support your business type. I recognize that the ability to process payments is extremely important and I'm committed to working with you to resolve this as quickly as possible."
  
  Of course, I replied with all of the documentation they requested as they are withholding tens of thousands of dollars and I cannot get through to anyone to get this matter resolved. I was left on the chat for hours yesterday, and I am currently now awaiting a human as I type this. I even attempted to call them and unless you have a direct extension number all you get is a recording that just loops.
  
  To say I am distraught is an understatement. If risk analysis already knew I was a travel agent, why would they not ask for the documentation upfront rather than waiting until monies are being deposited? ** ** ********* ** *** ****** ********* ****** ** ******** 

  Business Response

  Date: 13/07/2023

  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(s) to your customers were issued on
  2023-07-12 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://*******************************************************************

  Customer Answer

  Date: 13/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: One reason is, is that Wave has not refunded all of my clients as they state in their response. They are still withholding almost $7000 USD in an ACH payment. The second reason is, that despite suspended my account Wave continued to collect funds from my clients to the tune of $21,781 USD. I am no lawyer, but somethings seems very off about these ************ practices. Further, the vetting process should have been done before they accepted my application and not when they began collecting my clients funds for their upcoming trips. This should be halted immediately.
  
  
  
  Sincerely,
  
  
  
  ********** ********

  Business Response

  Date: 24/07/2023

  The ACH refund was successfully processed on July 19th and should appear in the account holder’s account. The customer's account was initially suspended and not closed as there was an attempt to verify their business by requesting additional information. Wave is legally obligated to abide by our banking partner’s requirements for the types of businesses we can and cannot support, and for this reason, once additional information was reviewed, Wave was no longer able to process payments with the customers' business.