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:02/17/2025

  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.

  Today it's been 5 days since I requested a $250 transfer to ******, the money has already left my account but until today (5 days later) the money has not arrived for the sender. I contacted Sendwave to complain and they only told me that It was having an internal problem with the local partner, but they didn't know how to tell me when the problem would be solved. They wouldn't know when my money would be delivered. And in the app there is a promise of delivery of 20 minutes to ******. I already sent email for ******************************* since Thursday( 02/13) and nobody had answered it. They have no care, commitment and responsibility with their clients. I requested a cancellation Saturday (02/15) but until now I Didnt receive a confirmation email, but I have a reference number ********. And my receipt #BAN-250212-PX0M09. I want my money back ASAP.

  Business Response

  Date: 02/20/2025

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

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

  This letter is in response to the complaint filed on February 17, 2025, with the Better Business Bureau by consumer ***** Do ****** **********. This complaint was received by us on February 18, 2025.

  We expressed gratitude for the customers feedback regarding their recent experience. We offered our apologies for the inconvenience encountered during the transaction, particularly noting that the customer's funds had been placed on hold for an extended period. We aimed to address the customers concerns and clarify the situation.

  We acknowledged that, on the day of the transaction, our local partner's system suffered a technical issue, which likely led to delays in processing times and the cancellation of certain transactions. Regrettably, the customer's transaction was among those that were cancelled due to this issue. We recognized the urgency of the matter and we assured the customer that we made every effort to communicate with our partner regarding the transaction. 

  Regarding the refund, if the customer no longer sees the transaction on their bank account that would mean their bank has already released the funds back to them. This is not a regular refund where they will see a (+) on their account from **********************. Since the transaction was still pending, the bank will just remove the pending transaction from their statement and add the amount back to their available balance. They may contact their bank directly for more details on their authorization hold policy. 

  We affirmed our commitment to continuously improving our systems and processes in order to minimize delays and enhance the overall experience for our customers.

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

  
  

  Customer Answer

  Date: 02/20/2025

  [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:02/04/2025

  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 sent money to ***** through Sendwave money Transfer on 12/24/2024 and 1/16/2025 a total of three transactions. When I sent this money it did not go through but the app kept indicating the money was being processed. I assumed the money had gone through coming to check later the after about 5 days the app indicated that the transactions were cancelled. I assumed my money was refunded until I checked my bank today and realized that I was charged for all these transactions but yet they were cancelled. I called Sendwave today they insisted that they refunded the money to me yet they did not. Please help me get a total of $100. Am attaching a copy of all the evidence. Thank you.

  Business Response

  Date: 02/09/2025

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

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

  This letter is in response to the complaint filed by consumer ******* Kasivwa ***** with the Better Business Bureau on February 5, 2025.

  Ms. ******* complaint concerns a refund for three transactions sent to *****: two on December 24, 2024, and one on January 15, 2025.

  The transaction details are as follows:

  - December 24, 2024, to ***** ******, $25.00 (***** KES) - Canceled on December 27, 2024.
  - December 24, 2024, to ****** Kalivizi Kagunza, $20.00 (***** KES) - Canceled on December 27, 2024.
  - January 15, 2025, to Dyphina Asiba, $65.00 (***** KES) - Canceled on January 16, 2025.

  These transactions were canceled under a preauthorization hold. This means that when Ms. ***** initiated the transactions, her bank provisionally deducted the funds to reserve them for Sendwave. 

  Sendwave only receives the funds if the transaction is successful. As these three transactions did not reach final status, they were canceled. In such cases, the ************** is responsible for returning the funds to the customer's available balance, depending on the banks processing time. This typically takes 5-10 business days from the cancellation date.

  We recommend that Ms. ***** review her December 2024 and January *********************** PDF format to verify whether the deductions were actually processed on the transaction dates. If Ms. ***** disputes this resolution, we request that she provide her December 2024 and January *********************** PDF format, rather than screenshots, for further review.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 02/11/2025

  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. 

  Am in receipt of communication from Sendwave. As requested, i have attached herewith copies of my bank statement for months of December 2024 and January 2025 for your perusal.  

  Business Response

  Date: 02/12/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  RE: Consumer Complaint ********: ******* Kasivwa *****
  
  This email addresses the complaint filed by ******* Kasivwa ***** concerning three transactions, specifically her rejection of our initial findings. We acknowledge receipt of this rejection on February 11, 2025. We appreciate the customer for providing her bank statement, which has aided in our comprehensive review.
  
  The transactions in question are:
  
  December 24, 2024, to ***** ****** - $25.00
  December 24, 2024, to ****** Kalivizi Kagunza - $20.00
  January 15, 2025, to Dyphina Asiba - $65.00
  
  Our initial communication indicated that these transactions were not charged to Ms. ******* account. The provided bank statement has been crucial in reconciling our records and enabling a more detailed explanation.
  
  Clarification of December 24, 2024, Transactions:
  
  Our records show that Ms. ***** initiated 32 transactions between December 8, 2024, and December 31, 2024. To provide a clear understanding, we present a comprehensive list, detailing the recipient, amount, and date each transaction was charged:
  
  December 8 - ******* Kasiera - $32.00 - Charged on 12/08
  December 9 - ******* Aseneka - $10.00 - Charged on 12/09
  December 9 - *** Aseneka - $8.00 - Charged on 12/09
  December 12 - ****** Kasiera - $12.00 - Charged on 12/12
  December 12 - ****** Kalivizi Kagunza - $15.00 - Charged on 12/12
  December 13 - ***** Kasiera - $12.00 - Charged on 12/13
  December 13 - ******** Amagove - $327.00 - Charged on 12/13
  December 13 - ********* ******** ***** - $100.00 - Charged on 12/13
  December 13 - ******** Amagove - $40.00 - Charged on 12/13
  December 13 - Dyphina Asiba - $16.00 - Charged on 12/14
  December 14 - ********************** $59.00 - Charged on 12/14
  December 15 - **** Aseneka - $16.00 - Charged on 12/15
  December 15 - ***** ****** - $30.00 - Charged on 12/15
  December 16 - **** Misoga - $40.00 - Charged on 12/16
  December 16 - ******* Aseneka - $10.00 - Charged on 12/16
  December 19 - ****** Ajanga - $16.00 - Charged on 12/19
  December 21 - ******* ***** - $4.00 - Charged on 12/21
  December 21 - ******* Minayo - $22.00 - Charged on 12/21
  December 22 - Dyphina Asiba - $40.00 - Charged on 12/22
  December 23 - *** Mudasia - $25.00 - Charged on 12/23
  December 24 - ****** Imbwaga Akilima - $25.00 - Charged on 12/24 ( highlighted on customer's statement)
  December 24 - ****** ***** - $16.00 - Charged on 12/24
  December 24 - ******* Aseneka - $30.00 - Charged on 12/24
  December 24 - ***** Mama ******* - $20.00 - Charged on 12/24 ( highlighted on customer's statement)
  December 24 - ***** Muliga - $20.00 - Charged on 12/24
  December 24 - *** Aseneka - $15.00 - Charged on 12/24
  December 24 - ******* Kasiera - $16.00 - Charged on 12/24
  December 25 - ******** Amagove - $20.00 - Charged on 12/25
  December 25 - Defrant Seme - $12.00 - Charged on 12/25
  December 27 - ***** Aseneka - $40.00 - Charged on 12/27
  December 28 - ******* Aseneka - $10.00 - Charged on 12/28
  December 31 - **** Ayuya - $16.00 - Charged on 12/31
  
  Our records indicate that the transactions Ms. ***** is referencing for ***** ****** - $25.00 and ****** Kalivizi Kagunza - $20.00 are canceled.
  
  Clarification of January 15, 2025, Transaction:
  
  The transaction initiated on January 15, 2025, to Dyphina Asiba for $65.00 was also canceled. The charge Ms. ***** highlighted on her bank statement corresponds to a successful transaction on January 16, 2025, to ****** Imbwaga Akilima for $65.00.
  
  We kindly request Ms. ***** to re-examine the provided documents for a clearer understanding of these transactions. We are committed to ensuring customer satisfaction and welcome any further clarification needed. 
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  Sendwave
  

  Customer Answer

  Date: 02/16/2025

  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 would like Sendwave to explain why they cancelled the two transactions and yet took money from the bank. Let them prove that they refunded this transaction that were cancelled by them. The transaction on the 16th January to ****** Imbwaga is totally a different transaction. Let the show proof that they refunded me my money for all those cancelled transactions. They cancelled those three transactions without a refund. My bank statement shows very clearly. Just tell them to refund my money or proof they refunded it. My bank statement shows very clearly they charged me and canceled and did not refund the money. I send a lot of money to people in ***** sometimes similar amount of money. There is no need for them to confuse us by listing all my transactions here. The face is that my money was taken and I need a refund. Show that proof you refunded me my money on those cancelled transaction thats all I want. Thank you.

   

   

• Initial Complaint

  Date:02/03/2025

  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 formally filing a complaint against SendWave, a money transfer service, regarding their failure to reverse a transaction sent to the wrong recipient due to a system flaw in their application.On January 2, 2025, I initiated a money transfer of $172 via SendWave to ******* ***** at **************** in *****. However, SendWave incorrectly forwarded the funds to ***** Mimuni at ****************. Upon realizing the mistake, I immediately contacted SendWave, and a representative informed me that they would escalate the issue to their representative in *****. However, I was surprised to learn that SendWave has no mechanism to immediately place a hold on transactions sent to an incorrect recipient, even when the issue is reported right away.Additionally, SendWave lacks a verification system to confirm that the intended recipient matches the provided phone number before completing the transaction. Throughout January, I repeatedly followed up with SendWave regarding the status of my refund. Each time, I was told that they were waiting to hear from *********, their mobile money partner, and that the issue could take 30 days to resolve. On February 2, 2025, exactly one month after my transaction, SendWave sent me the following message:Hi ******* - Sendwave has been working hard to try to get your transaction with confirmation number GHS-******-485P3M reversed. Unfortunately, we have not been able to do so. So sorry that we cannot do anything further to get your funds back.SendWaves system error and lack of an effective resolution process have caused me financial loss. I request that the Better Business Bureau investigate SendWave for:1.Failure to provide a verification system2.Lack of an immediate hold/reversal process.3.Unreasonable delay in addressing customer disputes.I am seeking a full refund of my $172 and a resolution to prevent similar issues from happening to other customers. Sincerely,******* **********************

  Business Response

  Date: 02/11/2025

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

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

  This letter is in response to the complaint filed by consumer ******* Kwesijuaa ***** with the Better Business Bureau on February 3, 2025. 

  Mr. ***** alleges that Sendwave failed to reverse a transaction sent to an unintended recipient due to a system flaw in our application.

  The transaction in question, amounting to $172.00 (******** GHS), was initiated on January 3, 2025, to ******* ***** (***). The recipient's ********** number was entered by Mr. ***** as *************, which *** records show is registered to ***** Mimuni.

  Sendwave wants to emphasize that our system doesn't allow Sendwave to alter transaction details. The information is entered directly by the customer. Once submitted for processing, transaction details generally cannot be altered. Ensuring the accuracy of recipient information is the customer's responsibility. ********************** also provides a prompt on the application to warn our customers before confirming their transactions to make sure that all details entered are correct.

  Mobile money transfers are processed instantly. This is why the transaction was immediately marked as successful. When Mr. ***** contacted customer service, prompt action was taken. However, Sendwave cannot place a hold on funds already delivered to the recipient because we act as a payment processor. After a successful transfer, our control over the funds is limited. Sendwave's only recourse is to request a reversal from our merchant partner (***) which is based on a case-by-case and dependent on the availability of funds from the unintended recipients account and other factors. It's important to note that *** processes transactions primarily based on the recipient's mobile number. Sendwave does not have access to its partner's systems.

  On January 3, 2025, a reversal was requested as our only means to assist Mr. ****** He was informed that a reversal wasn't guaranteed and could take up to 30 business days, depending on ***'s processing time. To date, we haven't received confirmation from ***. The automated message Mr. ***** received after 30 days indicates that the standard timeframe has passed, and does not mean that the reversal was rejected. We apologize for any confusion this caused. We have followed up with *** and will promptly inform Mr. ***** of the outcome when we receive confirmation, as our partner needed more time to process the reversal.

  Furthermore, our records indicate that on January 1, 2025, Mr. ***** attempted a transaction to Amanua ***** with the *** number *************, which is registered to ******* ****** This earlier transaction was canceled for failing to meet Sendwave's approval criteria. The subsequent transaction on January 3rd, with the number ************* shows that there is a digit difference. We believe Mr. ***** made an error, entering '334' instead of '344'.

  Given the information above, Sendwave believes it acted appropriately in processing Mr. ******* transaction based on the details he provided. While we sympathize with Mr. ******* situation, Sendwave is not liable for errors resulting from incorrect recipient information entered, as the responsibility lies on the customer himself to make sure that all details entered are correct.

  Sendwave is committed to assist Mr. ***** and work with *** to address this issue. We will provide him with updates as they become available.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave
  

• Initial Complaint

  Date:02/01/2025

  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 have send money they take long with it and when I reach out I am told to wait ***** hours calling doesnt work. Chat wait times are 2hours . I asked for refund but was not issued at all.

  Business Response

  Date: 02/04/2025

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

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

  This letter is in response to the complaint filed on February 1, 2025, with the Better Business Bureau by consumer ********** ****. This complaint was received by us on February 2, 2025.

  We expressed gratitude for the customers feedback regarding their recent experience. We offered our apologies for the inconvenience encountered during the transaction, particularly noting that the customer's funds had been placed on hold for an extended period. We aimed to address the customers concerns and clarify the situation.

  We acknowledged that, on the day of the transaction, our local partner's system suffered a technical issue, which likely led to delays in processing times. We recognized the urgency of the matter and we assured the customer that we made every effort to communicate with our partner regarding the transaction. 

  As we continuously contact our local partner, the transactions in concern were already delivered. We affirmed our commitment to continuously improving our systems and processes in order to minimize delays and enhance the overall experience for our customers.

   

  Sincerely,

  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 02/04/2025

  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.]
  
  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,

  Abdishakur

   

   

• Initial Complaint

  Date:01/31/2025

  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.

  On 25th of January, 2025, I sent money to my brother who needed money immediately for hospital expenses. Sendwave claimed to have delivered the money but the recipient did not receive it. Upon contacting Sendwave customer service, I was ordered to obtain a mobile money transaction statement from ****** in ******** of the recipient to prove that the money was not received. The receipt obtained the statement which showed no deposit on the day Sendwave claimed to have sent the money. I send the statement to Sendwave email , ******************************* and only to be told that the email does not work. Since then, customer service have been playing games and giving conflicting statements and finally I was told that an investigation is ongoing and might take up to 30 days to be completed and there is nothing I can do about it. This is not how you deal with peoples money.

  Business Response

  Date: 02/01/2025

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

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

  This letter is in response to the complaint filed on January 31, 2025, with the Better Business Bureau by consumer **** ****** Mwesiga. This complaint was received by us on February 1, 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 issue that the customer's funds had not been received by the intended recipient. Our goal was to address the customers concerns and clarify the situation.

  Despite the transaction being marked as delivered by our local partner, our team initiated an investigation due to the customer's claim that the funds were not received. Upon further review, our local partner confirmed that the transaction had failed on their end, resulting in the recipient not receiving the funds.

  The transaction was subsequently canceled, and a refund had already been initiated on January 31, 2024. We assure the customer that the bank would complete the refund process within 3-5 business days. 

  We would like to reiterate our apologies for any inconvenience caused and appreciate your understanding in this matter.
  
  
  
  Sincerely,
  
  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 02/01/2025

  [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:01/22/2025

  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 send money to the Philippines thru sendwave it's hard for them to contact until now my money never returned

  Business Response

  Date: 01/22/2025

  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 ********* ****** on January 22, 2025. We appreciate the opportunity to address her concerns and provide clarity on the situation regarding her recent transaction.

  Ms. ****** reported that she sent a transaction amounting to $1,752.79 to the *********** through our platform, Sendwave. She expressed difficulty in contacting our customer support and stated that she has not received her funds back.

  Upon thorough review of our records, we have not identified any transaction for the amount of $1,752.79 initiated by Ms. ******* However, we did locate a transaction initiated on January 21, 2025, to ***** D. ****** **** amounting to $1,752.78 (equivalent to ******* PHP). This transaction was successfully completed on January 22, 2025.

  Given that this transaction was finalized successfully, a refund would not be issued unless there is clear evidence of an error on our part. If Ms. ****** is disputing this specific transaction and believes there has been a mistake, we kindly request that she provide the recipients bank statement from ******************** for January 2025. This documentation will assist us in verifying the transaction details further.

  If Ms. ****** is inquiring about a different transaction altogether, we respectfully ask that she provide specific details regarding that transaction so we can initiate an appropriate investigation. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave 
  

• Initial Complaint

  Date:01/20/2025

  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.

  Sent Money for medicalEmergency on January 18 2025. Send wave has refused to deliver the fund till today. Call the company and spoke to Lemi. She said she will process the transaction but have not heard from the till today. Called again was given the reference number ******** but nothing has been done since then.Need money to be refunded with interest

  Business Response

  Date: 01/22/2025

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

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

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

  We expressed gratitude for the customers feedback regarding their recent experience. We offered our apologies for the inconvenience encountered during the transaction, particularly noting that the customer's funds had been placed on hold for an extended period. We aimed to address the customers concerns and clarify the situation.

  We acknowledged that, on the day of the transaction, our local partner's system suffered a technical issue, which likely led to delays in processing times and the cancellation of certain transactions. Regrettably, the customer's transaction was among those that were cancelled due to this issue. We recognized the urgency of the matter and we assured the customer that we made every effort to communicate with our partner regarding the transaction.

  To acknowledge the inconvenience caused, we issued a $20 credit to the customers ********************** account that can be used for their future transactions. We affirmed our commitment to continuously improving our systems and processes in order to minimize delays and enhance the overall experience for our customers.

  Sincerely,

  ********
  Complaints Team
  Sendwave

  
  

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Dec.13,2024, I used World Remit to send money into the ************** my nieces school tuition fee, but they cancelled it for no reason, they sent me an email notifying me that they already refunded me my money but I didnt received anything back from them since this date.WorldRemitHi *****,Hi,Upon carefully checking your transaction, here's what happened, we receive a report from our local partner, they are currently experiencing a technical issue that slows down the transfer to be cancelled on ************* for the meantime, here's what we can do, we would request you to give more patience because we are currently communicating with our engineering team and our local partner to resolve this issue.Regarding the funds, please be aware that this was a pre-authorization hold on your debit card, and since it's been cancelled, no money has been debited from your bank account. You can expect the funds to return to your available balance within 3-5 business days, depending on your bank's processing time.We appreciate your patience and understanding.this is their response email to me.

  Business Response

  Date: 01/05/2025

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

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

  This letter is in response to the complaint filed by consumer ***** Nocon ******* with the Better Business Bureau on December 31, 2024. 

  After a thorough review of the transaction details, we have confirmed that the customer initiated a transaction on December 13, 2024, to Heizel **** ******* Mores for the amount of $600.00. Unfortunately, during this process, the customer was informed of a technical issue that impacted the transaction's processing. As a result of this technical difficulty, our local partners were unable to complete the transaction, leading to its necessary cancellation on December 14, 2024.

  We have communicated with the customer to provide a detailed explanation regarding these difficulties and the pre-authorization process involved. At the time of the transaction, funds were on hold with the customer's bank due to this pre-authorization, meaning no funds were deducted from their account. We expect that their bank will release any held funds back into their available balance within 3 to 5 business days following the cancellation.

  Should the customer continue to dispute any deductions from their account, we kindly request a bank statement for December 2024 in PDF format for further review. This will enable us to investigate the matter more thoroughly and provide appropriate assistance.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit 

  Customer Answer

  Date: 01/08/2025

  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.]
  
  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: 01/08/2025

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

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

  This letter serves as a formal response to the rejection submitted by consumer ***** Nocon ******* to the Better Business Bureau on January 8, 2025. We appreciate the opportunity to address this matter and provide clarity regarding the situation.

  We have not received sufficient information concerning the specifics of the customer's rejection of our previous response. To facilitate a thorough investigation, we reached out to Mr. ******** requesting a bank statement for December 2024 in PDF format. This documentation is essential for our review, as it will help us understand the transaction history and any discrepancies that may have arisen.

  At the time of the transaction, it is important to note that the funds were placed on hold with the customer's bank due to a pre-authorization process. This means that no actual funds were deducted from Mr. ********* account at that time. Following the cancellation of the transaction on December 14, 2024, we anticipate that his bank will release any held funds back into his available balance within 3 to 7 business days, depending on their processing policies.

  Understanding how pre-authorization works is crucial in this context. Pre-authorization holds typically last around five days but can vary based on several factors, including the Merchant Classification Code (MCC) and the policies of the issuing bank. If no further action is taken by the merchant within this holding period, the funds are automatically released back to the customers account.

  Given these circumstances, we remain committed to resolving this issue amicably and efficiently. We kindly ask Mr. ******* to review his account for any charges related to this transaction and confirm whether he has indeed seen a deduction of $600.00 on December 13, 2024. If he does not observe this charge, it indicates that no funds were deducted from his account.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit 

• Initial Complaint

  Date:12/18/2024

  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 send money through sendwave on 11/17/2024 to my brother in *****. The $200 was meant to but my mom a medication after she suffered a series of stroke. I unfortunately send the money to the incorrect number.I called Sendwave immediately and was told that they will call their client(MTN) via email and advised them to reverse the money.I called MTN Ghana myself after 25 days and was by the agent that they did not receive any email from Sendwave. They are willing to return the fund or send it to the correct email if Sendwave instructed them to do so. I called send wave again on 12/17/2024 , and was told that my case is still pending. Today, I received this text below:Hi ******* - Sendwave has been working hard to try to get your transaction with confirmation number GHS-******-K962K1 reversed. Unfortunately, we have not been able to do so. So sorry that we cannot do anything further to get your money back after it was delivered to your stated recipient. Thanks for using Sendwave!I need help

  Business Response

  Date: 12/26/2024

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

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

  This letter is in response to the complaint filed by consumer ******** **** Sakpo with the Better Business Bureau on December 18, 2024.

  On November 17, 2024, the customer initiated a transaction to ****** ***** **** amounting to $200.00 (******** GHS), which was delivered the same day. The customer subsequently informed us that the funds were sent to an incorrect number.

  A reversal request was first made on our side on November 18, 2024. The customers claim of receiving information from *** stating they have not received our request requires further investigation, as the reversal was initiated on Sendwaves side. To date, we have not received a response from our merchant partner regarding this matter. While the standard processing time for reversals is typically 30 days, it ultimately depends on the availability of the funds.

  We are committed to thoroughly investigating this situation. A follow-up has been sent to our merchant partner to determine the source of the issue, and we will update the customer as soon as we have more information. It is important to note that the message the customer received regarding an unsuccessful reversal lacks basis at this time; it appears to be an automatic email generated by Sendwave when a reversal request exceeds the initial 30-day timeframe provided. Without confirmation from our partner regarding whether the reversal has failed or succeeded, we cannot finalize its status.

  We are hopeful for a prompt response or confirmation from our merchant partner. We appreciate the customer's patience during this process and assure them that we will continue to follow up diligently until this matter is resolved. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:12/17/2024

  Type:Order 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 issue is I was sending money through Sendwave on 12/15/24 in the process of transfer I made an error by putting a different bank name but account number and account name was correct I tried contacting Sendwave to help but reversal was initiated by the told me that process will take almost 30 days and return of funds is not guaranteed Im really frustrated about all this the money was urgently needed please I need assistance

  Business Response

  Date: 12/25/2024

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

  RE: Consumer Complaint ********: Ivyonne Chemutai

  This letter is in response to the complaint filed by consumer Ivyonne Chemutai with the Better Business Bureau on December 17, 2024.

  On December 15, 2024, the customer initiated a transaction to ****** Chepngetich for the amount of $1,000.00 (******* KES), which was successfully delivered on the same day. On that same day, the customer contacted us to request a reversal. We provided the customer with detailed information regarding the reversal process, which typically takes up to 30 days. However, it is important to note that a successful reversal is not guaranteed because the transaction was marked as delivered by our merchant partner. This indicates that the funds may have been credited to a different recipient's account, making it challenging to reverse the transaction. We want to emphasize the importance of ensuring that all transaction details are accurate prior to submission, as outlined in our terms and conditions (Section 3.6: No Changes). Once a transaction has been submitted for processing, we generally do not allow changes, placing the responsibility on customers to verify their information.

  The customer also highlighted that they entered an incorrect bank name but confirmed that the account number provided belonged to the intended recipient. We are actively working to facilitate this reversal despite these complications. As of now, the reversal is still in progress, and we have not yet received confirmation regarding its status. We kindly ask the customer to adhere to the outlined timeframe and remain patient as we await further updates. Rest assured, any new information regarding their request will be communicated promptly. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave