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:12/12/2024

  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 was trying to delete my account and was told due to regulations I couldnt. I then spoke to a chat representative and asked for supervisor. This person said they were connecting me then ended the chat. I have not been able to contact anyone on the phone and not given an explanation as to why I can not delete my account

  Business Response

  Date: 12/17/2024

  This letter is in response to the complaint filed on December 12, 2024, with the Better Business Bureau by consumer ********* Zoriel *******. This complaint was received by us on December 13, 2024.

  The customer expressed a desire to delete their account with **********************. Upon investigation, the team identified an application error that occurred when the customer attempted to initiate the account deletion, as documented in the user-provided evidence. It is important to note that the account deletion feature is currently unavailable for iOS users. Nevertheless, the team has already submitted the request for account deletion to the appropriate department.

  The team regrets that the customer has chosen to delete their account. A separate confirmation email was sent to the customer, outlining the next steps in the process. Should the customer have any questions or concerns, they are encouraged to reply to the confirmation email, and the relevant team would be more than happy to assist. 

  Sincerely,

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

  
  

• Initial Complaint

  Date:12/06/2024

  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.

  Urgent Complaint Regarding Funds Transfer Error and Request for Immediate Action Transaction ID: KEM-******-FR6M7B Dear BBB,I am writing to file a complaint regarding an issue with a money transfer made through the Sendwave app on December 6 2026. I sent a transfer in the amount of $1,948 to *****, but due to a mistake, the funds were sent to an outdated phone number that I had previously deleted from my Sendwave account.Upon realizing this error, I immediately contacted Sendwave to request a reversal of the transaction, as the funds were sent to the wrong number. Sendwave acknowledged the issue and informed me that a reversal request would be initiated, with a response time of 6 to 30 days.I also reached out to the third-party vendor, M-Pesa, who confirmed that the transfer had been successfully received by a different person using the old number. However, they mentioned that the funds had not been cashed, and if they received a request from Sendwave, they would be able to reverse the transaction immediately.Despite contacting Sendwave multiple times, including speaking with a manager, I was told that they would follow their usual procedure, which involves waiting for a response from the vendor. I stressed the urgency of the situation, as I feared the funds could be lost. I was told that the process could take up to 30 days, with no guarantee of a quicker resolution.I am requesting that higher management at Sendwave take immediate action to address this situation. Given the speed at which your system processes transfers, I believe that the reversal of customer funds should be handled with the same level of urgency. The funds are not being used, and there is a limited window to resolve this issue before the money is permanently lost.Please treat this matter with the attention and urgency it deserves, as I am at risk of losing the funds I sent. I would appreciate your immediate intervention to expedite the reversal process.Sincerely, ******* *******

  Business Response

  Date: 12/16/2024

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

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

  This letter is in response to the complaint filed by consumer ******* Wardhere ******* with the Better Business Bureau on December 7, 2024.

  On December 6, 2024, a transaction was initiated by the customer to ******* Dofil for the amount of $1,948.00 (******* KES), which was marked as successfully paid on the same day. Unfortunately, the customer later reported that the funds were sent to an incorrect number. We informed the customer that, due to the transaction's successful status, we could request a reversal, but as per our terms and conditions, it could no longer be canceled.

  On December 6, we submitted a reversal request on the same day the transaction was processed. The customer subsequently confirmed that they had reached out to M-Pesa and verified that the funds had not been cashed out. In light of this information, we contacted our merchant partner to inquire about the status of the reversal. On December 12, 2024six days post-requestwe received an update indicating that the reversal had been declined due to insufficient funds.

  Additionally, the customer reported that a total of ****** KES from the original amount had been cashed out by the recipient and inquired about the possibility of a partial reversal. This matter is currently under investigation, and we are awaiting further information from our merchant partner regarding this situation.

  We will keep the customer informed of any updates regarding their case and ensure that all communications are promptly delivered to their registered email.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 12/17/2024

  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: 12/23/2024

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

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

  This letter addresses the rejection of the complaint submitted by the customer, ******* Wardhere *******, to the Better Business Bureau, which we received on December 20, 2024.

  We appreciate the customer for providing additional information regarding this complaint, and we sincerely apologize for any inconvenience caused.

  To clarify, M-Pesa, operated by *********, is not a merchant partner of Sendwave. As such, any inquiries or requests related to M-Pesa must be directed through our established partners associated with Sendwave. It is essential to note that Sendwave does not need to contact ********* directly for any requests; instead, we have designated partners responsible for following up and processing such requests on behalf of Sendwave with the recipient's vendor, including Safaricom.

  As outlined in our terms and conditions, we act solely as the processor in these transactions. The term Disbursement Partner refers to a third party responsible for disbursing funds and managing other in-country services for recipients to complete a transfer. This structure ensures that all processes are streamlined and efficiently managed through our authorized partners, thereby maintaining compliance with regulatory standards.

  We would also like to address the customer's concern regarding our reliance on phone numbers for transactions, even when the recipient's name does not match the number entered. This practice is a fundamental aspect of Sendwaves operations, particularly for mobile money transactions. Transactions initiated by our customers are forwarded to our merchant partners and subsequently shared with the recipient's vendor, such as **********

  Safaricom processes transactions based on the phone number provided during the transaction. Once a transaction is submitted to us for processing, we generally do not allow changes to the transaction details. Therefore, it is the customer's responsibility to ensure that all transaction details are accurate before submission. We have implemented measures that allow customers to verify the number entered before sending it for confirmation, which helps mitigate potential errors.

  We regret to inform the customer that we are unable to issue a refund for a successful transaction. This situation falls outside of Sendwave's control, as the transaction was delivered successfully as intended. It is important to note that any requests for recalls must adhere to a specific process. Therefore, we consistently advise our customers that reversal requests are not guaranteed prior to initiation.

  It is crucial to highlight that we cannot guarantee the availability of funds once a recall request has been submitted. Our policies are structured to ensure that all transactions are processed in accordance with industry standards.

  We recognize that this may not be the resolution that the customer were hoping for, but please be assured that our policies are in place to ensure the integrity and efficiency of our services. Unfortunately, at this time, we are unable to offer any alternative options for the transaction in question.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 01/09/2025

  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. 

  Subject: Rebuttal Response to Complaint #********
  Dear Better Business Bureau,
  Thank you for forwarding Sendwaves response to my complaint regarding the loss of funds from my transaction (Complaint #********). While I appreciate their acknowledgment of my concerns, I find their response unsatisfactory and lacking in accountability.
  Key Issues with Sendwaves Handling of My Transaction:
  Delayed Response Resulted in Loss of Funds:
  I contacted Sendwave within 30 minutes on December 6, 2024, upon realizing my error and requested an immediate reversal of the transaction. Despite being informed by M-Pesa that the funds were still in the recipients account at that time, ********************** failed to act promptly. While they claim to have requested a reversal the same day, no action appears to have been taken to ensure the process was expedited. Their reliance on a third-party vendor caused unnecessary delays, resulting in more than a week of inaction. By the time any action was taken, the recipient had already withdrawn the full amount. This delay directly caused the loss of my funds.
  Lack of Proof of Action:
  Sendwave claims they requested a reversal on December 6, 2024, but they have not provided any documentation or proof of when, how, or to whom this request was made. *********/****** has a clear policy requiring unintended recipients to refund funds upon a reversal request. If Sendwave had promptly and properly initiated this process, the outcome could have been different. I am requesting concrete evidence of the steps Sendwave took to recover my funds. Without this, their response appears to be an excuse for inaction.
  Ineffective Customer Support:
  Throughout this ordeal, I experienced significant frustration with Sendwaves customer support team. Despite multiple follow-ups, I was repeatedly told to wait with no actionable updates or urgency. This lack of transparency and accountability further undermines trust in their ability to safeguard their customers funds.
  Neglect of Available Safeguards:
  Safaricom/M-Pesa offers an automatic reversal system that operates within seconds. Sendwave, as the originator of the transaction, was the only party authorized to initiate this reversal. However, they chose not to utilize this efficient mechanism, instead relying on a third-party process that caused unnecessary delays.
  Inadequate Verification Measures:
  Sendwaves response suggests that verifying recipient names against phone numbers is not a standard practice for existing customers. This policy is inherently flawed and contributed to the error in my case. If proper verification processes were in place, the transaction would not have been initiated to the wrong recipient. Furthermore, Sendwaves app design, which obscures full recipient numbers and lacks meaningful warnings, exacerbates the risk of such errors.
  My Position and Request:
  Sendwaves failure to act promptly, provide clear evidence of their efforts, and implement safeguards to prevent errors highlights a systemic issue in their operations. Their delay in initiating the reversal and reliance on inefficient processes directly caused the loss of my funds.
  I respectfully reiterate my request for a full refund of ******* KES. As a long-time customer, I trusted ********************** to provide secure and reliable services, but their mishandling of this situation has led to significant financial and emotional distress.
  If Sendwave disputes my claims, I request they provide detailed documentation of:
  The date and time the reversal request was submitted.
  The recipient of the reversal request (e.g., their third-party vendor or Safaricom).
  Any correspondence related to this case.
  Failure to provide this evidence will further demonstrate their negligence and lack of transparency in handling customer complaints.
  Thank you for your continued assistance in mediating this issue. I look forward to your support in ensuring Sendwave takes appropriate responsibility for their actions.
  Sincerely,
  ******* ******** Ibrahim 
  
  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: 01/14/2025

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

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

  This letter addresses the rejection of the complaint submitted by the customer, ******* Wardhere *******, to the Better Business Bureau, which we received on January 13, 2025.

  After careful review, we regret to inform that we are unable to process the customers request for a refund. Our merchant partner has already rejected the reversal request due to the nature of the transaction. The funds were successfully delivered to the phone number entered during the transaction process, and as per our policy, it is the customer's responsibility to ensure that all details are accurate prior to submission.

  Once a transaction is completed, we have no control over the funds, and they are considered delivered. While we do offer reversal services for situations where a customer mistakenly enters incorrect details, this is contingent upon approval from our merchant partner. In this case, it has been determined that the funds were utilized by the owner of the number provided, which unfortunately precludes us from issuing a refund.

  The date and time of the reversal request have been documented and are included with this correspondence for your reference, please note that our merchant partner is  PYCS which is also affiliated with ********** 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave
  

• Initial Complaint

  Date:11/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money to my family in the ***********. Sendwave shows it "delivered" but now I am told ************* cash, mobile wallet) is not accepted in the *********** because they have a horrible record of stealing people's money.This is literally life saving money that can not be replaced.Sendwave says delivered but that is impossible.

  Business Response

  Date: 12/02/2024

  This letter is in response to the complaint filed on November 30, 2024, with the Better Business Bureau by consumer ******* Robert ****** This complaint was received by us on December 1, 2024.

  We appreciate the customer's time for letting us know the experience they had with his recent transaction.  We coordinated with our partner about the status of the funds and they have confirmed that the transaction was completed and funds were successfully delivered to the recipients Mobile Wallet account in the ************ A separate email was sent to the user that contains the Proof of Delivery of the transaction, it has the reference number that the customer can provide to the recipient that can be used by ***** to trace the funds on their end.

  Furthermore, we would like to address the customer's assertion that GCash is no longer accepted in the ************ They wish to clarify that this information is incorrect; in fact, ***** has confirmed the successful delivery of funds, indicating that there are no issues on their side.

  The team expressed gratitude for the matter being brought to our attention. We value the feedback and are committed to taking the necessary steps to address the concerns raised. 

  Sincerely,

  ******** *.

  Complaints Team

  Sendwave
  

  
  

  Customer Answer

  Date: 12/02/2024

  The transaction was reported complete after I filed the complaint. The business did an excellent and thorough job of resolving all my concerns. I am very impressed with the business response.
  
  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:11/20/2024

  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.

  On October 18th 2024, sendwave went into my account and took $410. I did not authorize sendwave to take that money. I contacted sendwave to get my money back they refused and can't give me any accountability formy money. Since October 18th sendwave been giving me the run around. I flied a claim with my bank about this matter. My bank said that sendwave send them documents showing that I agree to the transaction, which I did not authorize those transaction. This transaction of $410 is not reflecting on none of my transactions.

  Business Response

  Date: 11/26/2024

  5 Mt. *********. Suite 100
  ***********, ** **********
  Phone: ************
  Fax: ************
  Email: *****************************************************************************
  URL: *********************************
  
  RE: Complaint ID: ******** - ****** *****
  
  This letter is in response to the complaint filed on the 20th of November with the Better Business Bureau by Fadhily Mshihiri. We received this complaint on the 21st of November.
  
  We have conducted a comprehensive investigation into the nature of this complaint. According to the initial report, the consumer asserted that an unauthorized charge appeared on their account, prompting them to file a dispute with their bank.
  
  After a thorough review, we can confirm that no transactions were made on the 18th of November. The dispute filed by the consumer pertains to a valid transaction that occurred on the 23rd of September, involving a payment of $400.00 to Maway ***** ******-*******. Furthermore, the chargeback dispute related to their Sendwave account has been successfully resolved, and their account status has been cleared. As a result, the account is now eligible to process new transactions.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

• Initial Complaint

  Date:11/19/2024

  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 used world remit to send my husband $100 usd, on Oct 28th,2024. They used a third-party without my knowledge or consent. The third party did not deposit the money in the correct account. I emailed ********************** numerous times with Bank statements and proof the money was never received, as they asked. They then sent me misinformation and a receipt from a third party with no names or account numbers listed just ********************** tracking number. They then closed my case still claiming the money was received and they did what they were supposed to do. The money still has not been received, I have sent them more emails and complaints. All have been ignored. I want my money back. It was clearly stolen or misplaced by the third party of their choice. My husband's bank will not give us information on who's account it went into bc its not in our accounts. His bank did try to track it for us since world remit refused to do it properly.

  Business Response

  Date: 11/27/2024

  November 27, 2024
  Better Business Bureau
  ************************************************
  *****, ID *****
  
  This letter is in response to the complaint filed on  11/18/2024  with the Better Business Bureau by ******** *****. We received this complaint on 11/20/2024.
  Below are the details of the customer's issue and what was the resolution:

  
  Ms. ******* complaint is about a transaction amounting to $ 100 where her recipient did not receive funds.

  
  From our review, it was revealed that this transaction was received on October 28, 2024.

  The following day, Ms. ***** contacted us chasing for the status of her transaction, informing us that the recipient did not receive the funds.
  As a standard process, we sent an email to the local partner to ask for proof of payment and advised Ms. ***** to send her recipient's bank account statement.
  On November 1, 2024, we received the proof of payment and the session ID from the local partner and forwarded them to the customer.
  However, Ms. ***** still insists the funds were not received and provided us the recipient's bank statement, which we forwarded to the local partner for further investigation.
  We continuously monitored the case until November 20, 2024, when we received an update from the local partner that the transaction was successfully reversed.
  We then completed the cancellation and initiated the refund.

  
   We can confirm that the refund of your transaction to your bank account is successful. Please see attached for reference.

  ***:74793384325002435451099

  
  Please contact your bank and ask to speak to the department dealing with chargebacks, disputed payments, refunds, or claims. Then quote the *** number - this bank department will be able to trace the refund through the *** number. They should be able to help you and tell you where the refund is - from our experience, this should resolve the issue.
  If you have further questions, please let me know.

  
  Kind Regards,
  
  
  Jowe
  
  
  
  

  
  

• Initial Complaint

  Date:11/12/2024

  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 to ******** through sendwave.The recipient didnt receive the funds.Its have been more than 4days.I tried to call,contact sendwave and request the cancellation but they keep give me turn around.They give me the promised to contact Ait-tel in ******** their local pattern to cancel the transaction but airtel mentioned that they didnt receive the money from sendwave.I tried to call multiple times sendwave to resolve the issue with no *********** bank cant even cancel or investigate my transaction since it shows pending on their end even though I cant see on my bank transaction as pending rather than complete.

  Business Response

  Date: 11/14/2024

  BBB
  5 Mt. *********. Suite 100
  ***********, ** **********
  Phone: ************
  Fax: ************
  Email: *****************************************************************************
  URL: *********************************
  
  RE: Complaint ID: ******** - Fadhily Mshihiri
  
  This letter is in response to the complaint filed on the 12th of November with the Better Business Bureau by Fadhily Mshihiri. We received this complaint on the 14th of November.
  
  We have thoroughly investigated the nature of this complaint. In the initial report, the consumer alleged that Sendwave failed to deliver the transaction to their account in a timely manner.
  
  After a thorough investigation, we have determined that the transaction has been pending due to downtime experienced by our local partner in ********. Please be aware that delays can occasionally occur, as outlined in our Terms and Conditions under Section 2: Service-Specific Terms | Part A: Money transfer service. This section states: "we cant process the money transfer quickly due to circumstances outside our control (see paragraph 1.2 above and paragraph 3 of the General Terms)"
  
  The transaction has been automatically canceled as it exceeded the 7-day threshold for pending transactions. The funds have been returned to your account and should be credited within 7-10 business days. However, please note that the exact timing may depend on your bank's processing procedures. We recommend reaching out to your bank directly for updates on the status of the funds.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

• Initial Complaint

  Date:11/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent $560 to my dad using Sendwave and my funds have not been delivered. I have reached out to them on multiple platforms but Ive only received an automated response on their instagram page saying that its technical issues. When I ask them when my dad will receive the money I sent, I get no response. My dad urgently needs the cash and now I dont really know what to do as Ive reached out to them for hours with no resolution. I just realized that they have done this to multiple people and gotten away with it. Please help me get this resolved as soon as possible as that was the only money I had to send back home. Thank you in advance.

  Business Response

  Date: 11/11/2024

  This letter is in response to the complaint filed on November 9, 2024, with the Better Business Bureau by consumer ********* ********. This complaint was received by us on November 10, 2024.

  We express gratitude to the customer for sharing their recent experience. We sincerely apologize for any inconvenience encountered during the transaction.
  The importance of the customers transaction is well understood, and we assured that every effort is being made to expedite the process. However, unforeseen circumstances beyond our control can occasionally arise. Upon investigation of the reported transaction, it was determined that a delay occurred due to issues with the local partners system.

  The team is pleased to inform the customer that the transaction has now been successfully completed, and the recipient should have already received the funds.

  If they have any inquiries, requests, or need assistance regarding the transaction, please let them reach out to us using the email address linked to their account and we'll be happy to assist them.

  We do apologize again for the inconvenience, the patience and understanding are highly appreciated. 
  
  Sincerely,
  
  ******** *.

  Complaints Team
  Sendwave
  
  
  

  
  

  Customer Answer

  Date: 11/12/2024

  [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:11/01/2024

  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.

  0n 10/30/2024, I sent money to someone using wave amount of ****** CFA and 5000 CFA. Money was received. On 11/1/2024, I sent ******* CFA to the same person and the money was not received. Called Aendwave numerous times, could not get through. The chat line gets disconnected after waiting for close to an hour ***** Sendwave says that the money is delivered in ******** bank but cannot verify if the receiver received the money. Couple of months ago, I encountered a similar situation where I was sending money to my sibling and entered a wrong number and sendwave will not refund my money. This appears to be happening in **. In other countries, you call customer service and they do the reversal. Time is of the essence here. I sent the money to someone who needs it ****.

  Business Response

  Date: 11/07/2024

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint 22502980: ***** ******
  
  This letter is in response to the complaint filed on November 1, 2024, by consumer ***** ****** with the Better Business Bureau. We received this complaint on November 2, 2024.
  
  Upon investigating the reported issues, we reviewed the transactions initiated on November 1, 2024, and June 9, 2024, through Sendwave.

  Regarding the recent report for the transaction on November 1, 2024, the customer indicated that the funds were not received by the recipient. We have contacted our merchant partner to obtain an accurate status of this transaction and have requested proof of deposit to confirm their claim that it was "successful."

  We have communicated with the customer via email to inform them that our investigation with our merchant partner is ongoing. We have also requested proof of deposit to expedite the resolution process and verify that the funds were indeed not received in the recipient's account. Additionally, we specified that the recipient's running statement for November should reflect their mobile money number to facilitate our verification process. We are currently awaiting the customer's response and will follow up with our merchant partner as soon as we receive the statement.
  
  Regarding the customer's other concern related to the transaction initiated on June 9, 2024, to ****** ****** for $39.06 (******** GMD), this transaction was successfully processed. The customer had previously confirmed that he entered an incorrect number, so we requested a reversal from our merchant partner. However, prior to submitting the reversal request, we informed him that reversals were not guaranteed to be successful.
  
  On June 13, our partner confirmed that the funds had been withdrawn, indicating that the owner of the incorrectly entered number had received and withdrawn the money. Consequently, the reversal request was rejected.
  
  Sincerely,
  
  Rejekka C.
  Complaints ***********************************************mce-bogus="1" style="color: rgb(0, 0, 0); font-family: lato, "helvetica neue", Helvetica, Arial, sans-serif; font-size: 15px;">

• Initial Complaint

  Date:11/01/2024

  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.

  Sendwave refuses to take responsibility for the fraudulent transaction of $350.00 that occurred on June 23, 2024. The suspect in question, *** ******** *******, a former caretaker when I was on assignment in *****, could manipulate the Sendwaves app without using security protocols, i.e., a password, to hijack my account. Boateng somehow got through an affiliate called Chime to transfer ($350) in funds from my account to a mobile money outfit entitled MTN. I was unaware that a transaction occurred until my bank, *************************************, notified me on or around June 26 that a financial transaction had occurred. I was in ************ when I found out this fraud had surfaced. I didn't file police because the matter took outside *****************. The last transaction I made with Boateng was on June 17, 2024, for $64.65 in U.S. currency. No funds have since been sent through Sendwave due to this fraud event. I discussed the transaction with **********. However, Sendwave rebutted the action with bogus information and further excuses to refute my plea. On September 9, Sendwave served me an email receipt months later to authenticate this heinous act, with Auth Code 0GECTKZ2CHZTY and Confirmation NumberGHS-******-9RM159. Furthermore, when using the app, it automatically creates and sends an email simultaneously with a confirmationthe receipt with Confirmation NumberGHS-******-M0JM97, Auth Code OGCJ1H3FSQHDP is a bonified receipt. I hope that a resolution with the help of the Better Business Bureau (BBB) Sendwave will return the $350 in this forum, with the understanding that until they secure their money transfer protocols, I am not a candidate to patronize their services.

  Business Response

  Date: 11/06/2024

  
  Thank you for bringing your concerns to our attention regarding the transaction that occurred on June 23, 2024, for an amount of $350.
  
  We appreciate the opportunity to clarify this matter. Upon reviewing the transaction details, we can confirm that it was created from a device that is fully SMS verified and has been authorized for use with your account.
  
  This verification process ensures that only trusted devices can initiate transactions, and in this case, we noted that it is the same device you have used for previous transactions.
  Additionally, our records indicate that no other devices have accessed your account to create transactions.
  
  This suggests that the transaction was initiated by you or someone who has access to your device. If you believe that this was not the case, we recommend checking who may have had access to your device during that time.
  If you have any further questions or concerns, please do not hesitate to reach out. We are here to assist you.
  
  
  Best regards,
  ***** *.
  Sendwave Complaints Team
  Sendawve

  Customer Answer

  Date: 11/22/2024

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

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

  I have rejected the response from Sendwave due to the fraud and the need for more security measures involving its application.  The suspect in question may have accessed the device on the morning of the incident, which was left charging briefly before my departure. 
  
  I had believed the suspect to be a trusted source during my dealings with them.  However, the suspect did not have security details to unlock the Sendwave application.  A discovery in late August 2024 from a ********** inquiry and the evidence of a CHIME wire transfer of funds ($350) to the suspect's money account through *** confirmed the fraudulent nature of the transaction.  The suspect manipulated the Sendwave application without the necessary ID and password input and produced a wire transfer to their mobile money account in ******. As explained in my dispute earlier, the usual immediate notification via text receipt and email notice per transaction did not occur on the date specified, leaving me unaware that the suspect with whom I had a past business engagement was the perpetrator.  This incident highlights the urgent need for Sendwave to implement an extra layer of security measures like sending a code to the account holder via email and asking for a passcode that only the account holder would know when starting an account with **********************.
  
  I stand by my refund request and hope Sendwave takes prominent measures to ensure trusted protocols are in place for all concerned.

  
  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,

  Mark

   

   

  Business Response

  Date: 12/08/2024

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  RE: Consumer Complaint ********: **** ******* ******
  
  We understand the customer's desire for a resolution regarding their request for a refund related to the claimed fraudulent transaction.
  
  As we explained in our initial response, the device used to create the transaction was the same device that the customer has been using with **********************, which is fully verified. Therefore, we cannot be held responsible for any viruses or harmful technologies that may affect our website, app, or services. Under our Terms and Conditions, Section 9, Liability for Unauthorized Transactions, states:
  
  9.1 To protect yourself from unauthorized activity in your account, you should regularly log into your account and review your transaction history and account statements. You should never share your security credentials or any one-time passcodes with anyone. 
  
  Even if the customer claims not to have shared any information with the recipient, this does not automatically validate their report. It is crucial for customers to be aware of and fully understand the terms and conditions when signing up for any service.
  
  Additionally, under Section 15 of our Terms and Conditions regarding General Provisions:
  
  15.2 Third-party Website Links and Content: Any external links to third-party websites or content on our website or app are provided as a convenience and do not imply Sendwaves endorsement of those sites or content. We do not control these sites in any way and are not responsible for their accuracy, legality, or any other aspect.
  
  Furthermore, under Section 8 of our Terms and Conditions regarding Disclaimer of Warranties:
  
  We take measures to protect your personal data; however, we cannot guarantee that unauthorized third parties will not be able to bypass those measures and access your personal data. Any personal data you provide us is at your own risk.
  
  Please note that we have taken appropriate action in response to the customer's report of a fraudulent transaction by submitting a reversal request to our merchant partner on August 27, 2024. We received a response from our merchant partner on August 29, 2024, indicating that the reversal request was denied because the funds had already been utilized.
  
  As such, we can no longer provide a refund to this customer. The security of the customers account is ultimately his responsibility. We have done our part to maintain the security of our app, especially since the device used for the transaction is verified on the account. This situation likely stems from actions on the customers part or external factors beyond *********************** control.
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  WorldRemit
  

• Initial Complaint

  Date:10/18/2024

  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.

  El da 3 de Octubre realice una transferencia por un valor de USD 397 desde los ************** hacia ******** con el fin de cubrir gastos de emergencia para mi familia y los recursos nunca fueron depositados a la cuenta de destino pero si fueron debitados de mi cuenta bancaria . El dinero en mencin fue retornado a mi cuenta bancaria de los ************** a los 5 das siguientes pero fueron debitados nuevamente sin ninguna razn el da ********************************************************* aplicacin haba pedido que la transaccin fuera cancelada. Siendo hoy ************************** multiples llamadas, ****** y tratar de contactar a Worldremit por sus diferentes canales, el dinero no me ha sido retornado y esto me esta generando desbalances financieros donde se ven involucrados mis otras cuentas por pagar obligndome a pagar tarde por que no cuento con los suficientes recursos afectando tambien asi a mi familia en ********.

  Business Response

  Date: 10/23/2024

  This letter is in response to the Better Business Bureau (BBB) complaint filed by ****************** ****** ******* on October 17, 2024, concerning a bank transaction to ******** with reference number *********, initiated on October 3, 2024.

  After conducting a thorough investigation, we identified that intermittent internal technical issues impacted the processing speed of some transactions, including Mr. ********* While our goal is to process bank transfers within minutes to one business day, unforeseen technical glitches regrettably delayed certain transactions. In this case, we received Mr. ******** cancellation request on October 4, 2024, but were unable to act immediately as we awaited confirmation from our partner.
  
  Upon escalation, we received confirmation that the funds had been reversed to us. Unfortunately, due to an internal issue, we were unable to complete the cancellation at that time. To resolve this, we manually processed the refund on October 22, 2024. For your reference, we have attached proof of the refund with a standard settlement time of three business days.
  
  We sincerely apologize to Mr. ******* for the inconvenience and frustration caused by these technical issues. Our technical team is working diligently to prevent similar incidents in the future. While we strive to provide timely service, as outlined in our Terms and Conditions, we are committed to delivering excellent service to all of our customers.
  
  As a gesture of goodwill, we would like to offer Mr. ******* a 50 USD voucher for his next transaction with WorldRemit. Should he wish to accept this offer, we kindly ask that you let us know.
  
  If you require any further information or clarification, please dont hesitate to contact us.
  
  Thank you for your time and attention to this matter.

   

  Kind regards,

  *******