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:07/02/2023

  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 have been a customer of send ********************** and have used it numerous times for a couple of years.However, they blocked my account and sent me an email saying that they have permanently blocked my account without any warning ?? or an explanation as to why. They asked me to.provide them with my ID of which I did. I have tried to call the customer service and they tell me that my case is under review. Then later on when I ask for an explanation, they tell me that my account has been permanently blocked.All I need is the account to be reinstated because I haven't committed anything illegal.Your help will be highly appreciated.

  Business Response

  Date: 07/05/2023

  Dear Better Business Bureau, 
  
  I am writing in response to the complaint filed by ************************* against permanent closure of their Sendwave account. We take the customer concerns seriously and appreciate the opportunity to address this matter. 
  
  Even though we do whatever is possible to ensure that our service is free of delays and provide you with the level of service that is expected by our customers, this unfortunate incident can occasionally occur.
  
  As a financially regulated company, we perform checks before we can fully authorize an account and after we have completed the review of their account, we have discovered that the details have not met our selection and approval criteria therefore we have permanently closed the account in accordance with our terms and conditions.
  
  We regret to inform you that we have made the decision to permanently close *******'s account. There are several reasons why we may need to close a customer's account, such as concerns over security or breaches of our terms and conditions. To uphold the integrity of our internal procedures, we are unable to disclose the specifics as it would violate our security policies. 
  
  Thank you for your time and have a wonderful day ahead!
  
  Best regards, 
  ****

  Customer Answer

  Date: 07/07/2023

  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:06/16/2023

  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.

  I sent $500 to a beneficiary in *********** via Sendwave since 06/10/2023. The transaction did not go through, I have called at three different occasions with different information given to me on these occasions. First time I was told its a technical Issue between them and the local bank and that I should give it 24 hours to prior they Wil cancel and I will receive a refund, I waited 48 hours and nothing changed, I called a second time and was told they Wil cancel and that I Wil get a mail, the mail I got was to inform me that it is still in progress and the recipient will receive soon. I called and was told my bank is holding to the money but they are working on sort it out so I can receive a refund. Its be a week now and no reverse or email. I called customer service for two days straight now but no response am on hold for over an hour each time which was never the case before now. At this point I believe I have been defrauded and want my money back. I am writing here and Wil take this further if no action is taken. I work hard for my money and cant owe it to a company that is meant to be providing a safe and secure way to send money. PAY ME BACK MY MONEY SENDWAVE!

  Business Response

  Date: 06/17/2023

  Dear BBB,
  
  We want to acknowledge that we have received a complaint from ************************************* regarding a $500 transaction that was sent to *************************. The transaction is still in the pending status since June 10, 2023, and we are waiting for a response from Access Bank.
  
  We have been communicating with our local partner, ************ since June 10, 2023, for the cancellation of this transaction as per the customer's request. We are happy to inform you that our local partner has responded today, stating that the transaction has failed on their end. We have already cancelled this transaction and communicated the update to the customer.
  
  Thank you for your understanding and cooperation in this matter.
  
  Best regards,
  Alex Sendwave

• Initial Complaint

  Date:06/10/2023

  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.

  I attempted to send a transfer on sendwave o the 9th of June but it became on hold pending id verification, which I did as soon as I got the notification. I tried calling dozens of times and chatting. Nothing helped.They stole my funds and are refusing to send it despite my verification and it is more than 24 hours since I verify. I want to cancel the transaction and close my account. I will also chargeback if my money is not refunded.

  Business Response

  Date: 06/12/2023

  This letter is a follow up response with Better Business Bureau complaint from ***************************
  
  When the transaction was initially placed, a request for funds was sent to the customer's bank/card issuer. This process is known as a pre-authorization/authorization hold. It is important to note that this is not an actual charge and no funds are taken from the customer's account at this point.
  
  It was unfortunate that the transaction was cancelled without checking if what's the reason why the status is pending, but we promptly cancelled the request for funds as well since it was requested by the customer. However, it is common for it to take up to 7 days for the funds to become available again, and in some cases, it may take longer depending on the bank/card issuer. 

• Initial Complaint

  Date:06/09/2023

  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 would like to express my dissatisfaction with Sendwave's services. They provided a misleading phone number *************) for customers to activate their debit card. Additionally, during the account setup process, they claimed there would be no fees, but once the account was set up, they made it impossible to cancel it or speak with a representative to request funds or cancel the Sendwave Pay discount. Furthermore, the Sendwave Pay discount did not remit the funds based on the current standard rates. I am requesting a cancellation of this service and a refund of the $20 I paid.

  Business Response

  Date: 06/14/2023

  Dear Better Business Bureau,

  I am writing in response to the complaint filed by ********************* against Sendwave regarding the Sendwave Pay application. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Sendwave Pay is a checking account provided by Sendwave in partnership with *************, Member FDIC. Like any other checking account, our customer could save, spend and send funds within the account.
  
  The ********************** pay contact number to use to activate the card, and report the card lost/stolen is at **************.
  
  We are glad to report that customers concerns were addressed. The cancellation request of the Sendwave Pay account was handled on July 11, 2023 by one of our Sendwave Pay customer care specialists in which the ********************** Pay account was closed and a screenshot was sent to the customer via email as well as confirmation that the $20 deposit can be withdrawn within the Sendwave Application.  On July 12,2023, we sent another email  to the user with instructions on how the $20 deposit can be withdrawn.
  
  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:06/07/2023

  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.

  I've been doing business with sendwave since 2014 when it was still struggling to establish. We grew up together. It was nice until recently when they suspended and closed my account with no explanation. I emailed, texted and called. Nothing forthcoming. Finally i managed to get hold of someone, and after being on hold for over *********************************************************** *********** who transferred me to another customer care in *****. They declined to inform me the reason why my account was suspended and closed. I was very confused because now I don't know if sendwave follow ***********, ***** or American regulations. I'm a law abiding citizen and all I want to know is why my account was suspended and closed. Please put your reply here so everyone might benefit from it. That's all.

  Business Response

  Date: 06/10/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by ************************* against Sendwave regarding the temporary blocking of their Sendwave account. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found that ******'s Sendwave account was temporarily blocked as a precautionary measure due to suspicious activity detected by our internal security systems. These measures are in place to protect our users' funds and prevent unauthorized access to their accounts.
  
  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: 06/12/2023

  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.]
  Their response is very bogus and quite vague. Reasons:

  The account suspension happened months ago. Where are they at with investigations.

  Nobody has ever called me to ask any question or explain what they are investigating. When are they calling me with detailed information.

  When did the suspicious activities happened.

  Can they forward the police report so I can follow up on it.

  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: 06/14/2023

  Thank you for using Sendwave.
  

  Even though we do whatever is possible to ensure that our service is free of delays and provide you with the level of service that is expected by our customers, this unfortunate incident can occasionally occur. 

  As a financially regulated company, we perform checks before we can fully authorize an account and after we have completed the review of your account, we have discovered that the details have not met our selection and approval criteria therefore we have suspended your account in accordance with our terms and conditions.

  We regret to inform you that we have made the decision to permanently close your account. There are several reasons why we may need to close a customer's account, such as concerns over security or breaches of our terms and conditions. To uphold the integrity of our internal procedures, we are unable to disclose the specifics as it would violate our security policies.  You will not be able to continue using our services for the time being. Please refer to our terms and conditions
  

  Best Regards,
  ***

  Customer Answer

  Date: 06/15/2023

  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. 

  At first you said you couldn't disclose the information because the investigation is ongoing. Then you came up with an excuse of illegal activities from the account. Now it's violation of your terms and conditions. I've gone through your terms and conditions and there was none that was violated by me. So it seems like every time I try to follow up, you always come up with a cooked, generalized explanation because you don't have an iota of truth and or honestly of the issue at hand. I will not rest until I find the truth in this case.
  
  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:06/02/2023

  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.

  I sent money 520 dollars to ***** on 5/28/2023 through sendwave and the money was never delivered and they have refused or failed to refund the money

  Business Response

  Date: 06/05/2023

  Dear Better Business Bureau,
  
  I am writing in response to ******************* complaint. I would like to clarify that the transaction in question has already been cancelled. As per our review, the transaction was made using the Sendwave Pay Account. In regards to the refund request, the amount of $520.00 should be credited back to ******************* Sendwave Pay balance under Sendwave Pay menu.

   

  Customer Answer

  Date: 06/05/2023

  [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:05/25/2023

  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 aka wave to send money to ******* and my last transaction was on the 23rd. I woke up this morning to see several unauthorized transactions from my account. They took $171 and $249 on the 24th, $299, $280, $299, and $309 today the 25th. My bank account has been drained, and I ended up with overdraft. I called my bank's fraud protection service, reported it, and they canceled my debit card. I called wave (Sendwave) to report it and they told me that they would look into it bit it might take up to 30 days and that they were not sure if I would get my money back. I called the bank and spoke to someone who tried several times to call the wave, but they did not answer. I called them and got an automated message that said , "Your account has been disabled. Goodbye."I cannot reach them anymore and I do not know what to do. I have bills to pay and many things to take care of. I really need that money. They took a total of $1,607.Thank you.

  Business Response

  Date: 05/30/2023

  This letter is in response to the complaint filed on the 25th of May 2023 with the Better Business Bureau by *****************. This complaint was received by ** on May 25, 2023.
  We have researched the nature of this complaint. The consumer has alleged that Sendwave debited six charges worth $171, $249, $299, $280, $299, and $309  from the consumer's bank account without their permission or knowledge and has requested to be refunded in full.
  
  Sendwave has identified that based on the information provided by the consumer, it appears that their account has been compromised. The charges mentioned above match with the transactions created on our platform. Sendwave is unable to cancel as the transfer has been completed. We initiated a reversal on our local partner however was denied by the netwrok provider. We encourage the consumer to contact their bank in order to seek reimbursement for this unauthorized charge.
  In addition, we would like to inform that our Team is trying to reach out to the customer so that we can validate the account take over. 
  
  Should further questions or concerns arise regarding the unauthorized charges, we encourage the consumer to respond on the email our Reviews Team sent. 
  
  Thank you for choosing Sendwave
  
  Kind regards, 
  
  Edlester V
  Sendwave | Payment Complaints

• Initial Complaint

  Date:05/23/2023

  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.

  Money transfer transactions on April 27th for two $500 sent to MTN in were canceled and amount since then has not been refunded. All attempts to contact Sendwave have been unsuccessful. I need my money badly.

  Business Response

  Date: 05/24/2023

  This letter is in response to the complaint filed on 5/23/2023 with the Better Business Bureau by *******************************. This complaint was received by ** on 5/23/2023.
  We have researched the nature of this complaint. The consumer made two transactions on April 27th of this year for a total of $1000 to MTN ***** was successful.
  Sendwave has identified that based on the information provided by the consumer, it appears that the phone number used for those transactions was incorrect. It has been stated in Sendwave's terms and condition number 6, "You acknowledge that any errors in the information you provide, including misidentification of Beneficiary(s), incorrect or inconsistent account names and numbers, or misspellings, are your responsibility". We will communicate with our local partner to do the best that we can for the refund.
  
  In addition, there has been a successful transaction made with the correct phone number going to the same recipient on the same day.
  
  Thanks so much for choosing Sendwave.

   

  Best Regards,
  ******************
  Sendwave | Payment Complaints

  Customer Answer

  Date: 05/31/2023

  [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:05/22/2023

  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.

  Ive been using Sendwave app for months and they were great. The only thing happened was that on April 28th, I am sending money to my homecountry thru Gcash and an error message popped and it was failed. I tried it 3x but to no avail. When I check the history, theres no record of the failed transactions but when I checked my savings account, there were debited amount 3x worth ***** CAD. I was shocked because theres no record of transactions so I assume theres nothing happen with my bank. I tried to contact their cistomer service right away and told me that they did not take the said amounts and I should receive the refund depends kn the process days of my bank. 10 working days passed, no amount has been refunded yet and I called my bank and told me that theres no pending refund or any reversal from sendwave. I tried calling sendwave CS and sent my SOA as a proof that there has been deducted on my account. After that, I didnt hear from them anymore and its been 10 calendar days since I heard them. The total amount is ****** CAD and I badly needed that amount. Its been almost a month now and havent receive any refunds nor update from them.

  Business Response

  Date: 05/23/2023

   

  This letter is in response to the complaint filed on 5/22/2023 with the Better Business Bureau by ***********. This complaint was received by ** on 5/22/2023.

  
  We have researched the nature of this complaint. The consumer made 3 transactions last 4/28/2023 for CAD ***** each, sent to G-cash and the transaction did not go through here in the system all of those transactions failed.

  
  User sent her statement of account last 5/6/2023 wherein there was a charge made for those 3 transactions dated 4/28/2023. However that's where the pre-authorization hold takes place in which when a user sends a transaction through the ********************** App, ********************** immediately places an authorization-hold on the funds in the users bank account.  This freezes the funds but does not remove them from the users account. It can take up to 7 days for the funds to be made available again but some banks/card issuers can take longer. If the money is not back on your account after 7 days, please contact the ************************ of your bank/card issuer (usually the number on the back of your card). They will be able to help give you more information including the date when the funds will be available.
  
  Thanks for choosing Sendwave
  

  
  

  Customer Answer

  Date: 05/23/2023

  Your message about the hold authorization or whatsoever has been already raised to my bank 3x since April 28th until last night. I also mentioned that before on my previous calls on your CSR that theres no pending reversal or any hold from their end. The amounts have been debited as if they were purchased. 
  
  
  I believe you had the recordings of my previous calls mentioning that my bank can reverse the amount right away and will not wait business days if there are really holds from your end but as I confirmed to them many times, theres none of it. 
  
  I called CIBC last night to check if there are new updates or any amounts that has been process by sendwave app for the refund or reversal but still no avail. 
  
  I dont understand why you keep telling that message even if I already told you that theres nothing on my bank account either my bank itself. 
  
  Im so stressed with this incident and my payments in *************** had been delayed because of it. I hope it will solve within this week or soonest possible!
  
  

  
  Regards,

  Zea

   

   

  Business Response

  Date: 05/31/2023

   

  Dear Better Business Bureau,

  This letter is a follow up response with Better Business Bureau complaint from ************

  When the transaction was initially placed, a request for funds was sent to your bank/card issuer. This process is known as a pre-authorization/authorization hold. It is important to note that this is not an actual charge and no funds are taken from the customer's account at this point.

  It was unfortunate that the transaction was cancelled, but we promptly cancelled the request for funds as well. However, it is common for it to take up to 7 days for the funds to become available again, and in some cases, it may take longer depending on the bank/card issuer.

  We have tried to investigate the matter further by requesting a full bank statement from the customer. However, we were informed that it was not possible as the month had not ended yet. We provided the reversal reference numbers and advised the customer to track the funds with their bank.

  We are happy to report that we received notification from the customer that the funds were successfully reversed and received.

  Thanks for choosing Sendwave.
  

• Initial Complaint

  Date:05/19/2023

  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.

  I have been using Sendwave for years, but recently I have been displeased with their service. I sent $810 to ******* yesterday. Usually, it gets delivered right away, but has said in the process I called to cancel the transaction so that I can find another way to get the money back home and every time speak to someone, all they tell me is the request to cancel has been submitted and that they are waiting on their partner MTN. If my money cannot be delivered, they need to do a better job and get people their money back. I have never had to wait this long to get a transaction reversed. I will look into other money transfer companies.

  Business Response

  Date: 05/22/2023

  
  
  This letter is in response to the complaint filed on 5/19/2023 with the Better Business Bureau by *********************. This complaint was received by ** on 5/19/2023.
  
  
  We have researched the nature of this complaint. The consumer made a transaction on 5/18/23 for $810 to MTN ******* and was on pending reception by the local partner.
  
  
  Sendwave has identified that based on the information provided by the consumer, it appears that there has been an ongoing issue on the local partner when the consumer made the transaction that leads the transaction on pending. The consumer has been calling ** asking for updates and it leads ** to advising the consumer to cancel and remake the transaction when the issue gets fixed. Funds should show up on the consumer bank depending on its bank financial institution.
  
  
  In addition, there has been a successful transaction made to the same recipient on 5/20/23.
  
  
  Thanks so much for choosing Sendwave.
  
  
  Best Regards,
  ************
  Payment Complaints