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:11/04/2022

  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.

  OnJuly 19, 2022, when my phone was stolen, an unknown person transferred money from my bank account to Juma Mutebis Airtel account using sendwave. They made a series of 4 transactions totaling to $972. The transactions are as follows; $350, $22, $100, and $500.Unfortunately, the money transfer had already arrived in Juma Mutebis Airtel account. Luckily, I was able to act fast and I got Airtel to stop any withdrawals and block Juma Mutebis account. Furthermore, ****** was able to reverse the money bank to Sendwave, with the intent of giving it back to me. On August 23, 2022, a Sendwave representative, ************ confirmed the reversals were successful. She also was requesting me on how I needed to receive the refund. I informed her that they should send the refund back to my debit card. She later informed me they were unable to refund back to the debit card, and the other option was a credit to my Sendwave account. To which I obliged. However, I havent received the refund and every time I call Sendwave, I am told that the Sendwave finance team is working on it, despite confirming they have the money. Its been over two months waiting for the refund, I havent received any communication from Sendwave or Sendwave finance and also my emails to Sendwave dont get any response. And if they confirmed they have the money, why is it taking them to give it to me? Every time I call, l am told the same story, wait until you hear from us. And I never hear from them. Please, help get my refund back.

  Business Response

  Date: 11/08/2022

  Hello  *****, 
  
  Thank you for reaching out to us. We are more than happy to assist you with your concern. We apologize for the delay in processing your refund of $972.00. We have since followed up with the Sendwave's Finance Team, and the wire transfer has been processed. Please note that the timing of the refund will depend on your bank. However, please allow up to 5 business days for the refund of $972.00 to reflect in your bank account. 
  
  We appreciate your patience. Thank you for choosing Sendwave!

  Customer Answer

  Date: 11/10/2022

  [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. 
  

  Thank you for promptly handling the issue on my behalf.
  
  Regards,
  
  *****************************