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:08/27/2025

  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 sending money with SendWave since 2018 to overseas to family and with the same most person. I sent $50 on 07/10/2025 and the receiver did not receive money it even though it says delivered but she never got the money on her end. I called the company SendWave and told them about the issue and they told me the will contact their partners in ***** and get back with me which they never did and I keep calling them and the representative keep telling me they are waiting on a respond with the local partners in ***** and get back with me within 24 to 48 hours which they never do. I keep calling and asking them about my money but they keep telling me they are checking on it and get back with me with ***** hours and still don't. It has been over a month and today I called them and they are still given me the same stories and never get back with me.Hope BBB can help me solve this matter please.Thank you,Cesarine.

  Business Response

  Date: 08/31/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******** ******

  This letter is in response to the complaint filed by consumer ******** ****** with the Better Business Bureau on August 27, 2025, concerning a transaction initiated on our platform. We appreciate the opportunity to address Ms. ******** concerns and clarify our process for a thorough resolution.

  We understand that Ms. ****** is seeking a resolution for a transaction sent to ***** ***** on July 10, 2025, for the amount of $50.00 (517.50 GHS). While our records and system logs indicate that this transaction was successfully processed, we acknowledge and take seriously Ms. ******* assertion that the funds were not received by the intended recipient. We sincerely apologize for any inconvenience this situation has caused.

  To ensure a comprehensive and accurate investigation, we have initiated a full trace of the transaction with our partners. To reconcile our internal data with the recipient's account activity, we must obtain independent verification. As a third-party service, we do not have direct access to our customers' private mobile money account information, as this is restricted for their security and privacy.

  To that end, we are formally requesting a ********** money statement for the recipient's *** account in *****, covering the period from July 10, 2025, through the end of July. This document is essential as it is the official record of all account activity and is the only way to independently confirm whether the funds were credited. Once we have a confirmed statement that clearly shows the recipient's name and phone number and verifies the absence of the transaction, we can proceed.
  
  We are fully committed to a swift and fair resolution. Upon receipt and verification of the requested document, we will immediately finalize our investigation and take the appropriate action, which includes processing a full refund if our findings support the claim. We value Ms. ******** business and are dedicated to maintaining her trust in our platform.

  Sincerely,

  Rejekka
  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 09/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   
  I am not satisfied because they never get back with me to update me about my issues and just tossed me around whenever I call and never keep their word about saying we will get back with you in 24 hour which they never do. I Try to send you a copy of both transaction but keep saying file not acceptable. I sent to ***** ***** on July 10th 2025 and July ****** which she did received that on for 07-07-25. Even though  the *****th 25 says delivered it was never delivered in  her account to her and I have been sending her money with the same account and phone number to her for years.She tried to go there and let them know but they keep telling her to contact me and the company. Since I have so much history with SendWave they should able to resolve this matter now because is going on two month now and I am tired of going back and forth with them so yes I am not Satisfied.
  FAQ
  
  Regards,

  Cesarine

   

   

  Business Response

  Date: 09/04/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******** ******

  This letter serves as our formal response to the complaint filed by consumer ******** ****** regarding her transaction with Sendwave. We acknowledge the customer's desire for a prompt resolution and are fully committed to addressing her concerns. We have undertaken extensive efforts regarding this case and wish to provide a detailed account of our actions.

  We previously requested that the customer provide a ********** money wallet statement for the recipient's MTN account in *****. This document is essential, as it serves as the official record of all account activity and is the sole means by which we can independently confirm whether the funds were successfully credited.

  We must emphasize that Sendwave, as a third-party service, does not possess direct access to MTN's system. Therefore, we cannot directly verify whether the funds were not reflected in the recipient's wallet account, as this is restricted for their security and privacy.

  We have communicated via email with the customer, reiterating our request for this documentation, and we are awaiting her submission of the wallet statement for the month of July so that we may proceed with a resolution. We dispatched another email to the customer today, and we anticipate her reply.

  We will provide a further update once we have received the requested documentation from the customer.

  Sincerely,

  Rejekka
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:08/15/2025

  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 29th and August 1st, I used Sendwave to transfer funds to an ***** account in *****. Inadvertently, the number was an old number but the funds went through. The company in *****, ********* confirmed that they have the funds ($700) and are able to do a reversal of the funds transfer upon receipt of an email from Sendwave. Sendwave then states that they use a 3rd party (whom they cannot disclose) to conduct the transfers. The 3rd party still has not responded in any way to myself or to Safaricom and Sendwave stated that I would receive updates from this anonymous 3rd party every 6 days. I have not received any response or update from them regarding the status of the reversal. When asked, all they say is to wait. Meanwhile the company in *****, ********* says they have secured the funds and only need an email from Sendwave.

  Business Response

  Date: 08/21/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ********* Njambi **********

  This letter is in response to the complaint filed by consumer ********* Njambi ********** with the Better Business Bureau on August 14, 2025. We received the complaint on August 18, 2025.

  Our records indicate the customer initiated two transactions to ********* ******:

  A transaction on July 29, 2025, for $200.00 (25,671 KES).
  A second transaction on August 1, 2025, for $500.00 (64,178 KES).

  The customer reported that both transactions were sent to the recipients old M-Pesa number.

  Upon receiving the report, we immediately submitted a reversal request to our partner in ***** on August 1, 2025, to attempt to retrieve the funds. The customer was informed of our standard processing timeline of up to 30 days and was advised that a successful reversal is not guaranteed, as the process is dependent on our partners timelines and confirmation.
  We acknowledge that the customer contacted our customer service team on several occasions for an update, particularly after receiving confirmation from M-Pesa that the funds were ready for reversal. In response, we proactively contacted our partners to get an update on the status of the request.

  On August 19, 2025, our merchant partner confirmed that the reversal for both transactions was successful. A full refund was processed on our end on the same day. Please be aware that it can take 3-7 business days for the refunded amount to reflect in the customers account. For their convenience, we have attached proof of the refund to this email.
  To help the customers issuing bank locate the refund, we are providing the Acquirer Reference Numbers (****) for each transaction. These numbers can also be found in the attached documents.

  $200.00 transaction: ARN: 12302025231000079056071
  $500.00 transaction: ARN: 12302025231000079025076

  We want to remind all customers of the importance of carefully reviewing all transaction details before confirming a transfer. Once a transaction is completed, our ability to take action is limited and depends on the processing times of our partners. As outlined in our terms and conditions:

  Section 3.6 (No Changes): "We generally do not let you change the details of your transaction once its submitted to us for processing. It is your responsibility to make sure your transaction details are accurate."

  Section 1.13 (Canceling Transfers): "You have the right to cancel a Transfer and obtain a refund... In order to cancel, you may contact us within the application or at the phone number or email address on your receipt within thirty (30) minutes of payment for the Transfer... We will refund your money within three (3) Business Days of your request to cancel a Transfer, as long as the funds have not already been picked up or deposited into a Recipients account."

  Should the customer have further questions regarding this issue, they may contact our *************************** through ******************************************************;
  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave 
  

• Initial Complaint

  Date:08/06/2025

  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.

  On July 3rd, a payment of $820 was made through sendwave that I didn't authorize. My social media accounts had been hacked and my bank info somehow obtained, but this scammer that is some merchant affiliated with sendwave apparently had enough evidence on their end to prove this transaction as not fraud making so ******* denied my fraud claim filed. I have made an attempt to contact this so called merchant but highly doubt they'll be willing to refund/return my money because let's be honest what scammer would willing give up money they were able to obtain

  Business Response

  Date: 08/11/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ***** ****

  This letter is in response to the complaint filed by consumer ***** **** with the Better Business Bureau on August 6, 2025. We understand and empathize with the difficult situation the customer is facing and have conducted a full and careful investigation into her concerns.
  
  Our records indicate that a Sendwave account was created in the name of ***** **** on July 3, 2025. On the same day, a transaction for $820.00 (********* PHP) was initiated from this account. The funds were successfully delivered to the recipient, PJAY UGMAD JAGNAS, and were instantly credited to their account. 

  On August 6, 2025, Ms. **** contacted us to report that this transaction was unauthorized. She explained that her social media accounts had been compromised, which led to her bank account information being used without her permission to complete the Sendwave transfer. She also stated that she does not know the recipient of the funds.

  Upon receiving the report, our team immediately attempted to request a transaction reversal from our financial partners. Unfortunately, this attempt was unsuccessful. Once funds are successfully delivered to a recipient's account, **********************, as the processor of the transaction, no longer has the ability to retrieve them.

  Our Terms and Conditions explicitly address the responsibility of protecting account security. This is outlined in Section 9.1, Liability for Unauthorized Transactions:

  "To protect yourself from unauthorized activity in your Account, you should regularly log into your Account and review your transaction history and Account statements, and you should never share your Security Credentials or any one-time passcodes with anyone."

  Since the transaction was successfully processed using the valid credentials of the account, **********************'s liability does not extend to losses that occur as a result of compromised personal or banking information obtained from external platforms.

  While we are unable to retrieve the funds, we have taken the precautionary measure of permanently blocking the recipient from our platform. We strongly encourage the customer to file an official report with her local police authorities regarding the compromised accounts and bank details. Sendwave is fully prepared to cooperate with any law enforcement investigation and will provide all necessary information upon official request. Additionally, we recommend that Ms. **** contact her bank again to explore any further options they may have for cases involving compromised banking credentials.

  We believe we have exhausted all available options to resolve this matter within our capabilities. We recognize the difficulties this has caused and hope that the customer is able to find a resolution through the proper channels.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:08/04/2025

  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.

  On May 24, 2025, I sent an international money transfer (transaction ID ********** to someone I have made regular transfers to at the same account number without issues. However, on the date of this particular transfer, the money left my bank account and was marked as successfully delivered, yet the recipient was told there wasnt any transfer made to his account on that side. He continued checking his account with the confirmation receipt I sent, and it never arrived. I was not issued a refund. I reported the issue to Sendwave and was told the issue (reference #********) would be escalated for investigation. After that was complete I received an email that it had been successfully delivered and the case (#********) was closed. But the recipient never received the money. This is not an acceptable business practice and I would like the money refunded to my account.

  Business Response

  Date: 08/14/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint # ********: ******* *****

  This letter is in response to the complaint filed on August 4, 2025, with the Better Business Bureau by consumer ******* *****. This complaint was received by us on August 4, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We acknowledge the inconvenience the customer experienced during the transaction, particularly regarding the issue of unreceived funds by the intended recipient. Our goal was to address the customers concerns and clarify the situation.

  We coordinated with our partner and requested a Proof of Delivery. Our local partner confirmed that the transaction was successfully delivered to the recipient's account. Our partner provided a reference number as a Proof of Payment, which we sent in a separate email. The recipient can provide this success number to MTN to trace the transaction.

  Despite possessing proof of delivery, the recipient asserts that the funds were not received. We subsequently requested the recipient's mobile statement from the customer via email to facilitate an investigation with our local partner; however, no response was received. We followed up by directly contacting the customer, which proved successful. During our conversation, the customer confirmed the recipient's inability to provide the mobile statement. We discussed the critical importance of the mobile statement, as it is essential for our local partner to trace the transaction, a point the customer understood and accepted.

  It was mutually agreed that the investigation cannot proceed without the mobile statement. The customer indicated that they would contact Sendwave once the recipient's mobile statement becomes available.

  We extend our appreciation for the customer's patience and understanding in this matter.

  
  Sincerely,
  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 08/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:07/08/2025

  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.

  I made a transaction through send wave on July 1st to a phone number ************. The transaction was not delivered to the recipient. I have contacted Sendwave and informed them that the funds were for a grave emergency. They asked me to follow their procedures and I completed all of them. But still Sendwave says the money was delivered despite all evidence showing the money was not delivered. **************** is not helping. It is frustrating.

  Business Response

  Date: 07/17/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  RE: Consumer Complaint ********: Joanitha Kokuberwa Mbope
  
  This letter serves as Sendwave's formal response to the complaint filed by ********************** Mbope with the Better Business Bureau on July 9, 2025. We appreciate the opportunity to address the concerns raised and provide a comprehensive overview of the actions taken to resolve this matter.
  
  On July 1, 2025, the customer initiated two transactions intended for recipient Jenhandebo Goyayi. The amounts in question were $1,121.34 (equivalent to ************ TZS) and $1,937.80 (equivalent to ************ TZS). Shortly after initiating these transfers, the customer contacted ********************** to report that the recipient had not received the funds for either transaction.
  
  Upon receiving the customer's initial report, our dedicated investigations team promptly escalated the matter to our local partners for a thorough inquiry into the status of both transactions. As a result of this investigation, on July 3, 2025, Sendwave provided the customer with proof of deposit from our partner, confirming the successful processing of both transactions on our end. At that time, we also requested the recipient's Airtel statement if the non-receipt claim persisted, to further assist in tracing the funds.
  
  Upon receiving this complaint, we immediately initiated a further, in-depth review of both transactions with our partners to ensure all possible avenues for resolution were explored.
  
  Our subsequent investigation confirmed that the transaction amounting to $1,937.80 (************ TZS) experienced a technical failure on our partner's side after initial processing. Consequently, a full refund for this amount was processed on July 11, 2025. Proof of this refund has been shared directly with the customer for their reference and will be attached to this response for your record. We anticipate the refund will be reflected in the customer's account within 3-5 banking days, subject to their financial institution's processing timelines.
  
  Regarding the transaction amounting to $1,121.34 (************ TZS), our continued verification with our partners consistently confirms that these funds were successfully delivered to the recipient, Jenhandebo Goyayi. Furthermore, the customer provided us with the recipient's Airtel statement, which we have carefully reviewed. Our review of this statement clearly indicates a credit of ************ TZS, posted on July 1, 2025, which corresponds precisely to the amount of the transaction in question. A copy of this statement, with the relevant entry highlighted, will be attached to this response for your reference.
  
  To definitively resolve any uncertainty regarding this specific transaction, we strongly advise the customer to instruct the recipient to visit their ************* provider (******) directly. By presenting the following unique confirmation number, the ***** will be able to verify the transaction's status and provide a detailed explanation of the funds receipt:
  
  Confirmation Number: imtv2-2CZY4K8KQX-152444191909
  
  Sendwave is dedicated to transparency and ensuring our customers' satisfaction. We believe the information provided, supported by the attached documentation, thoroughly addresses the concerns raised in the customer's complaint. We are confident that the refund for the first transaction has been processed correctly, and the second transaction was indeed successfully received by the intended recipient.
  
  Thank you for your attention to this matter. Please do not hesitate to contact us should you require any further clarification or additional information.
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  Sendwave
  

• Initial Complaint

  Date:07/08/2025

  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 did a transfer via sendwave to a recipient named ******** as shown on the image.First I did a test of $1 to make sure everything works perfectly and it did.Then I transferred the desired amount then that transaction was held by sendwave saying there was an issue with the partners in ***** which was a lie because I confirmed by sending another $1 to the same person whilst talking to them and it went ********** I challenged them to let me know why and they told me if I want I can retry but they cant do anything until after 24hrs.This is not the first time this has happened to me especially when the about is above $200.I realised that they hold the money and as someone with a banking background my assumption is they may be trading with it and inconveniencing us.I need them to either complete the transaction or refund my money to me now.Thanks

  Business Response

  Date: 07/09/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  RE: Consumer Complaint # ********: ****** *******

  This letter is in response to the complaint filed on July 8, 2025, with the Better Business Bureau by consumer ****** *******. This complaint was received by us on July 9, 2025.
  We express our sincere gratitude for your valuable feedback regarding your recent experience. We extend our sincerest apologies for the inconvenience encountered during your transaction, particularly the extended hold period.

  You initiated a transaction for $299, which experienced a prolonged hold. Subsequently, you executed another transaction for $1 to ascertain the operational status of our local partner; this transaction proceeded immediately while the $299 transaction remained pending.

  Our investigation has confirmed the absence of any reported issues within our internal system. We assure you that all transactions are transmitted to our local partner in real-time. We have verified that the $299 transaction was placed on hold within the local partner's system for review. As a financial institution, our local partner is mandated to conduct rigorous reviews of each transaction, especially for larger amounts, to ensure adherence to regulatory standards.

  The transaction was successfully credited to your recipient's account on July 9, 2025. We reiterate our apologies for any inconvenience this may have caused. We maintain continuous communication with our local partner to enhance our systems and processes, thereby minimizing such delays and ensuring a seamless experience for our valued customers.

  
  Yours sincerely,

  ******** *.
  Complaints Specialist
  Sendwave
  

  
  

• Initial Complaint

  Date:07/03/2025

  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.

  Scammer posing as ****** **** tricked me into sending them money using Worldremit money transfer service. After realizing it was a scam, I immediately stopped all communication with them. I contacted my bank and was advised to contact WorldRemit. I did, but was informed it was too late to stop the transfer of my money or get a refund. As of right now, I am out $570.00.

  Customer Answer

  Date: 07/13/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/15/2025

  This letter is in response to the Better Business Bureau (BBB) complaint filed by *** ***** ****** on July 3, 2025, concerning two mobile money transactions to ***** under his name (Reference Numbers: ********* and 420340182).
  
  Following a thorough investigation, we have confirmed that the transactions, amounting to $280 and $290 respectively, were successfully paid within one minute of initiation on July 3, 2025. According to our records, *** ****** contacted us later that day to report that the transactions were conducted as part of a scam involving individuals impersonating Amazon representatives. Nevertheless, as a precautionary measure, we have taken the following actions: we have disabled his account and forwarded the recipients details to our internal team for blocklisting to help prevent similar incidents in the future.
  
  Please note, as stated in our Terms and Conditions (**************************************************************************), we strongly recommend that customers send money only to individuals they personally know and trust, such as family and friends. Unfortunately, WorldRemit cannot be held liable for losses resulting from transactions made to third parties you are not personally familiar with.
  
  We deeply regret the inconvenience and distress this experience has caused *** ******. 
  
  Given the actions taken and the outcome of our investigation, we now consider this matter closed. However, we remain available for any further information or clarification that may be required.
  
  

  Kind regards,

  *******

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do understand what their response was, but in the receipts that were provided to me, the recipient was ***** ****** (Me) recipient's address is listed as *************, ***** which does not exist. With these inconsistencies, the money should have been able to be recalled. I reached out to WorldRemit as soon as I was able to figure out how to do so. I do think that WorldRemit has some obligation to ensure that the information is correct and valid before a transaction can be completed.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 07/17/2025

  Thank you for bringing this to our attention.

  We understand how distressing it can be to fall victim to a scam, and we truly sympathize with Mr. ******* situation.

  Upon review, we can confirm that the recipient detailsBryan ****** and the address in ***************** the exact information entered at the time the transactions were created. Its possible this information was provided to the customer by the scammer as part of the fraudulent scheme. Both transactions were authorized and processed as requested. Given that mobile money transfers to ***** are completed almost instantlyusually within minuteswe were unfortunately unable to recall or reverse the transactions by the time we were contacted.

  While we are unable to take responsibility for losses resulting from authorized transactions, we encourage the customer to contact their bank. Banks often have support processes in place for cases involving scams or fraud and may be able to assist further.

  We remain available should the customer have any additional questions or information to share. 

   

  Kind regards,

  *******

  Customer Answer

  Date: 07/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did contact my bank and their response was to contact WorldRemit. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:06/20/2025

  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 am experiencing ongoing issues accessing services. Every time I attempt to submit a transaction, it fails to go through. I have reached out multiple times since Monday, June 16, 2025, through today, June 19, 2025, but the issue remains unresolved.Each time I call, I am told that my account appears in good standing, yet the problem persists. Unfortunately, the service quality has noticeably declined since support has been outsourced. Previously, my issues were resolved promptly and professionally when the support team was US-based.Ive requested to speak with a manager on several occasions, but I have not been connected to one. I was promised a callback, but it never came. To make matters worse, I was hung up on during my most recent call, and a follow-up email I sent has gone unanswered.

  Business Response

  Date: 06/25/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint # ********: ****** ********

  This letter is in response to the complaint filed on June 20, 2025, with the Better Business Bureau by consumer ****** ********. This complaint was received by us on June 21, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the transaction being automatically cancelled by the system. 

  We highly value your continued use of our platform. However, we prioritize the safety and security of our services for all users. Upon reviewing individual transactions received by Sendwave, it appears that your  transaction did not meet our approval criteria and was automatically canceled during our standard review process.

  All transactions processed through our platform undergo rigorous review to ensure compliance with our standards. Should you possess alternative recipient accounts, you are welcome to initiate new transactions or attempt to send smaller amounts. However, please be advised that these transactions will also be subject to review.

  Furthermore, upon further review, we have observed that your transactions are currently being processed. If you encounter the same issue with subsequent transactions, and to ascertain that this issue is not application-related, I respectfully request that you follow these troubleshooting steps:

  -Delete the recipient from your Sendwave account.
  -Remove the debit card added to your Sendwave account.
  -Disconnect from any VPN connections.
  -Log out and uninstall the Sendwave application from your device.
  -Reinstall the Sendwave application, add your debit card and the recipient.
  -Attempt to process a transaction again.

  Thank you for your understanding and patience as we strive to provide a secure and reliable service.

  
  Yours sincerely,

  ******** *.
  Complaints Specialist
  Sendwave
  

  
  

• Initial Complaint

  Date:06/01/2025

  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.

  On May 28, 2025, I transferred $9*** through Sendwave. However, they emailed me requesting additional information, which I promptly provided. It has now been three days, and my money has not been delivered. I reached out to their support team, and they informed me that they would escalate the issue to the relevant department. Unfortunately, they are unable to provide a specific timeline for when the money will be delivered or resolve an issue, which is urgent for me.

  Business Response

  Date: 06/03/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: **** ******

  This letter is in response to the complaint filed by consumer **** ****** on June 1, 2025.

  We understand Ms. ******** concern regarding a delayed transaction and are eager to investigate this matter. However, we're currently unable to locate her account using the phone number and email address provided in the complaint.

  To effectively assist Ms. ****** and address her concerns, we kindly request additional information. Please provide the exact phone number and email address registered to her Sendwave account, or the full name and phone number of the recipient for the reported transaction.

  We are fully committed to resolving this issue for Ms. ****** and await the necessary details to begin our investigation.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave
  

  Customer Answer

  Date: 06/03/2025

  Sendwave sent me an email today, informing me that my transaction has been canceled and my funds have already been released back to my account.
  
  **********************:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/25/2025

  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 referred a friend and he use my code. And after signing up i got my credit for referring him . But i was gonna use it last night and the credit was gone. I tried to contact them and they said that to refer on the referral faqs but i dont see that i violated any rules and they told me that they took the credit because of legitimate reasons and i ask them what legitimate reason they cant provide and cut me off when i told them i will report them to BBB.

  Business Response

  Date: 05/29/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  RE: Consumer Complaint # ******** :  ****ah Joy *** Sy

  This letter is in response to the complaint filed on *** 26, 2025, with the Better Business Bureau by consumer ****** *** *** Sy. This complaint was received by us on *** 26, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered. Our goal was to address the customers concerns and clarify the situation. 

  We understand that the customer had a remaining $20 referral credit remaining on the account which was removed by the system due to some reasons. This action resulted from the system flagging the account for potential abuse of the Refer-a-Friend (***) program. An investigation, conducted in collaboration with the ******** promotion team, confirmed that the customer's unique referral code, *****, had been used to initiate six separate referrals and each referral sent a transaction directed towards the same recipient, within ***.

  Upon meticulous examination of all referrals, it has been ascertained that each referral initiated only one transaction on their respective account, directed exclusively to a single, consistent recipient. This pattern of referral activity is interpreted as a misuse of the *** program, as it deviates from the intended use of generating referrals to distinct, new users. Such misuse is a violation of the terms and conditions governing the *** program, specifically those addressing appropriate use, which indicated : 

  Referral Code Terms and **************** reserve the right to reject or cancel a referral amount for any legitimate reason and in particular in case of misuse of the Referral Program, creation of non-genuine user accounts, or non-compliance with applicable laws and regulations.

  (*******************************************************************************)

  We understand that the customer wanted to use the remaining credit, however, upon detecting this pattern, the system automatically applied an account restriction for the program. Which means the remaining balance that was removed can no longer be used or added back on the account. 

  We would like to reiterate our apologies for any inconvenience caused and appreciate your understanding in this matter.

  
  Sincerely,

  ********
  Complaints Team
  Sendwave