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:09/06/2023

  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 used sendwave to transfer $250.00 on 9/2/23 and it says pending ID review within 1 day until now 9/6/23. I emailed the help desk and it says I need to go to the app on the Me section and raise my limit to be able to provide my identity but theres nothing there. Then I called the customer service with my phone number and it says my account is deactivated if its a problem go to sendwave.com.account and it doesnt exist. I dont trust this app at all.

  Business Response

  Date: 09/07/2023

  September 07, 2023
  
  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ******** - ***************************
  
  This letter is in response to the complaint filed on September 06, 2023 with the Better Business Bureau by ***************************. This complaint was received by us on September 07, 2023.
  
  We have researched the nature of this complaint. The consumer alleged in their initial complaint that Sendwave failed to successfully complete their money transfer.
  
  The consumer's unsuccessful money transfer was delayed due to account verification that needs to be conducted which the consumer is willing to go through. Upon reviewing the account, the said delayed transfer has been successfully cancelled and should be credited back to the consumer's account in full since it was an unsuccessful transfer.
  
  We have reached out to the consumer and discussed about the status of the transaction which has been cancelled already. The consumer has already confirmed that their issue has been resolved. We also went through the verification process on the account which the consumer was able to correctly answer all the questions needed.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  
  ********;

• Initial Complaint

  Date:08/30/2023

  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 have never done business with this company or even heard of them but yet I am being charged ****** dollars for an unknown reason.

  Business Response

  Date: 09/01/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by ************************* against Sendwave. In regards to the dispute of $500 unauthorized charge from her bank account and for not having an account with **********************. We take this concern seriously and appreciate the opportunity to address this matter
  
  We have tried to contact **************** to gather additional information for further investigation, however she stated that she's uncomfortable to provide it over the phone. We have also tried to contact her through email but we haven't received any response.
  
  In order to further investigate , we need the following information:
  Last 4 digit of the card being charge:
  Date of the transaction:
  Amount:
  
  Thank you for your attention to this matter and we strive to provide the best service possible.

  
  Best Regards,

  ******

• Initial Complaint

  Date:08/30/2023

  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.

  This business is involved in money transfer and they guarantee secured and safe transfers of money to foreign accounts from ********** I made a transfer of $1600 on 8/23/23 to a foreign account to be deposited in the country's currency but the transfer hasn't been posted and I contacted Sendwave after 3 days to cancel the transfer and give me my money back but nothing has happened since. No response and couldn't get hold anyone to talk to about the issue.I also made a transfer of $50 on 8/16/23 to the same person though the money was deposited, it has been recalled without any explanation, leaving the recipient with no money, which means the money was taken back from the person's account. I need the money back.I have tried to contact Sendwave several time but no response. The contact us information they posted is unproductive as it is near impossible to get hold of anyone and no response to email correspondence.I do hereby ask for the full refund of $1650 for the transfers I have initiated.Thank you.

  Business Response

  Date: 09/01/2023

  Dear Better Business Bureau,

  I am writing in response to the complaint filed by *********************************** against Sendwave regarding two transactions sent to her recipient on 8/16/2023, totaling $50, and on 08/23/2023, totaling $1,600. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Regarding the first transaction on 08/16/2023, amounting to $50, the customer claims that the money was taken back from the recipient's account. However, we have confirmed that the $50 was successfully delivered to the recipient's account and has already been deposited back.
  
  Moving on to the transaction of $1,600 made on 08/23/2023, this transaction was canceled on the 25th of August. Whenever a transaction is made using the Sendwave app, the bank holds the funds to ensure there is enough balance in the account for the transaction. When a transaction is canceled, it may take a couple of days for the funds to become available again in the customer's account as the bank reverses the "hold" placed on the funds. We would suggest as well to let the customer contact her bank directly for more details on their authorization hold policy.
  
  Thank you for your attention to this matter. We value our customers and strive to provide them with the best service possible.
  
  Sincerely,
  ************
  Sendwave 

  Customer Answer

  Date: 09/02/2023

  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. 

  
  
  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,

  Olalekan

   

   

• Initial Complaint

  Date:08/23/2023

  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.

  My transaction has been pending since 08/20/2023 and I have not been able to get any help. I sent **** dollars through Sendwave thinking the recipient would be able to receive same day as stated on the website but unfortunately till now the money has not been received. I have requested for cancellation and a refund but all to no avail. If I knew this was going to take this long I wont have used send wave. Your customer service is also very unhelpful in trying to resolve issues as quick as possible. I have sent several emails but got no response. I need my ***** back into my account. I am never going to advice anyone to use sendwave for any kind of urgent or serious transaction. They are almost getting me depressed! I cant afford to have that kind of money stuck. It has really taken a toll on me. Send wave please refund my money!

  Business Response

  Date: 08/24/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ************************************* against Sendwave regarding the transfer she made for $1,570.00 that she requested to be refunded. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found out that there are ongoing technical issues with our partner sending funds to *******. We have received *************'s request for cancellation and have already forwarded it to our partner. We also sent a follow-up today to check the status to see if the transaction had already been canceled. Please know that we can no longer cancel transactions that have been submitted to our partner routing; hence, for them to be refunded, our partner needs to provide us with confirmation that they have already processed the cancellation on their end.
  
  We have sent Oluwadamilola an email regarding an update on her cancellation request, and we are closely monitoring it. We will provide an update as soon as we get confirmation from our partner that the transaction has been cancelled successfully. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  Rechie M.
  Sendwave

• Initial Complaint

  Date:08/23/2023

  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.

  Sendwave cancelled my transaction and deactivated my account without my permission and they have not responded to my chats or email.

  Business Response

  Date: 08/26/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by **** ****** Dingal against Sendwave regarding a transaction  and  an account that was put on hold. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  The user created an account on the 12th of this month and was able to provide an ID to complete initial verification. The user created a new transaction for a new recipient that was never on our record  so the system automatically blocked the account to verify the transaction. Verification can't be done through chat for security purposes.
  The user just needs to call and verify the following:
  
  Purpose of transaction - Please confirm the reason for sending your transactions
  Relationship to beneficiaries - Please specifically describe the relationship to each of your beneficiaries/receivers
  Intended use of Sendwave - Please provide an estimate of how much you are planning to send via Sendwave within the next 12 months
  
  The user already called to verify. Transaction is already showing successful and account is fully verified.
  We value our customers feedback and we use it as an opportunity to learn and enhance our services to better meet their needs.
  
  Thank you for contacting Sendwave,
  
  ************

• Initial Complaint

  Date:08/20/2023

  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.

  Today on 8/20/2023, my debit card has fraudulent pending charges totaling 802.00$I HAVE NEVER HAD A SENDWAVE ACCOUNT IR KNOW WHAT THEY ARE. I cannot get in touch with a single person phone or email. HOW CAN THIS HAPPEN I AM SO MAD WANT THIS PROSECUTED TO THE FULLEST. What company would verify the card the info, how did these criminals get an 800$ charge in my debit card and to pending status?? Come on. Disgusting. On every level I OBVIOUSLY HAVE ALL PROOFS OF EVERYTHING I JUST STATED. Get back to me with answers, and not just empty emails and phone numbers

  Business Response

  Date: 08/21/2023

  Hello BBB,

  I am writing in response to the complaint filed by *************************** against Sendwave regarding fraudulent charges on her card totalling $802.00. We take customer concerns seriously and appreciate the opportunity to address this matter.

  Upon investigation, we found that ***** is not a Sendwave account user, and to help us further investigate the suspicious activity of a non-user ************************ card holder, we may need to ask for verification such as the last 4 digits of the card, the date, and the amount of the charge. Additionally, it also helps us identify if the charge was created by one of the Sendwave account users and be able to flag the account. These measures or verifications are in place to protect our users' funds and prevent unauthorised access to their accounts. We normally advise users and non-users to reach out to their bank and request their money back, also known as charge-backs.

  Moving forward, we are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users and non-users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.

  ************

• Initial Complaint

  Date:08/18/2023

  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.

  Shame on this company. After researching the website, and all the identification verification that is supposed to be done, I call ********. I live In ********* and dont know what Sendwave is. I have never used it. Left work this evening and $1,000 was TAKEN from my bank account, clearly this was fraud and I alerted my bank ASAP. How was someone able to use any of my bank information without verifying I was NOT the person taking the money. This is absolutely scammy and I can guarantee workers are in on it. This just doesnt happen to an average person with no ties to Sendwave.

  Business Response

  Date: 08/19/2023

  Good day,
  
  We have acknowledged and researched the nature of this complaint. Based on the screenshot/image provided by the customer, it appears that she was charged through Sendwave Pay, which is handled by another department. We highly recommend that the customer contacts the hotline for ********************** Pay at **************.
  
  If you have any other questions, please do not hesitate to contact us through our hotline *************** (US/CA) or email to ******************************** We are here to assist you.
  
  Thank you.

• Initial Complaint

  Date:08/08/2023

  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.

  My girlfriend and I were using this Sendwave app. And we were sending money to someone in Africa that she's working with, and something went wrong. So we tried to contact Sendwave by phone and I only got a message saying that my account has deactivated which was wrong. I was told to email them, which I did and chatted with Sendwave ************** I wanted a refund back. So they kept saying that they will get back to me and they never did. I wrote to them several times via email and no response from them at all. I will have to report them to my bank since the amount is still on hold and pending. I will get in touch with my bank. But I would not trust this company at all.

  Business Response

  Date: 08/09/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by **************************************;against Sendwave regarding a refund that was not received. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  The user created an account on the 5th of this month and was able to provide an ID to complete initial verification. The user is set to create a transaction but the recipient is in *****. The system automatically blocked the account and put the transaction on pending for possible scam victim and possible stolen identity for the reason that the user is a non african as well as to protect the users identity. The user just needs to verify the following:

  Purpose of transaction - Please confirm the reason for sending your transactions
  Relationship to beneficiaries - Please specifically describe the relationship to each of your beneficiaries/receivers
  Intended use of Sendwave - Please provide an estimate of how much you are planning to send via Sendwave within the next 12 months
  
  Transaction is already cancelled today dated 9th of August as per request and the user should be getting notification.
  We value our customers feedback and we use it as an opportunity to learn and enhance our services to better meet their needs.
  
  Thank you for contacting Sendwave,
  
  ************

  Customer Answer

  Date: 08/09/2023

  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.]
  
  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:07/23/2023

  Type:Service or Repair 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.

  This company has been promising me a phone call for months now and holding up my ability to do business globally. They keep lying and not verifying my account after I submitted all my personal information and they have my credit card information. This is very suspicious and the number they told me to call does not work.

  Business Response

  Date: 07/25/2023

  Good day BBB, 
  
  I am writing in response to the complaint filed by ********************* against Sendwave regarding her Sendwave account not being verified after submitting all her personal information. We take customer concerns seriously and appreciate the opportunity to address this matter. 
  
  Upon investigation, we found that ***** Sendwave account was blocked as a precautionary measure due to suspicious activity detected by our internal security systems. These measures are in place to protect users funds and prevent unauthorized access to their accounts. 
  
  ***** account was forwarded to our dedicated team for additional review and clearing, we have reached out to that team to expedite the review of her account since she also submitted all the information needed to help us proceed with clearing the account. We managed to clear her account based on all gathered information with the help of our dedicated team and effort of tracking the necessary details. 
  
  We were able to communicate with *** today July 25, 2023, and informed her that her Sendwave account  has been cleared and also advised *** what are the preventive actions to keep the account active. 
  
  Moving forward, we are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.

  Customer Answer

  Date: 07/27/2023

  [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:07/15/2023

  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 received three verification codes from this company even though I have never heard of them or done business with them. It was a clear phishing attempt or someone pretending to be me.

  Business Response

  Date: 07/16/2023

  Dear Better Business Bureau,
  
  This letter serves as a follow-up response to the Better Business Bureau complaint filed by ****************************
  
  Phishing is a fraudulent practice used by cybercriminals to steal sensitive data, such as passwords, credit card details, or personal identity information. This often involves scam emails or SMS text messages, which prompt individuals to click on links or share private information via malicious websites or messages.
  
  At Sendwave, we prioritize not only securing our website, emails, and text messages, but also our identity verification and account creation processes. During these processes, we ask questions and request documentation to ensure that the account creator is the true identity holder.
  
  Our official email addresses end with @sendwave.com, and our reply-to address will always match. We want to emphasize that we will never ask you to click on a link or provide personal information via email or SMS. You can easily identify phishing emails by looking out for spelling and grammar mistakes, unexpected attachments or shortened links, being pressured to act urgently, formatting, logos, and structure different from legitimate Sendwave emails, and overuse of 'official' language or emails claiming to be from authority figures such as a bank.
  
  We take the security and protection of our customers personal information very seriously. Please do not hesitate to contact us if you have any queries or concerns.
  
  Best regards,
  *****

  Customer Answer

  Date: 07/16/2023

  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.]
  
  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,

  Julianne