Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2022

  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.

  Wave processed a credit card payment from our customer and will not remit the to us funds, and wants to hold the customer's money for 65 days.

  Business Response

  Date: 21/11/2022

  Thank you for the opportunity to respond to this complaint. Like all financial companies, each new business that signs up for our payments service undergoes a thorough risk review. In some cases, even a manual review is required. The decision to support a business is not solely up to Wave. Behind the scenes we work closely with payment networks and banking partners. Each institution has strict regulations that govern them and the types of businesses we can and cannot support. Through our partnerships we are bound to uphold these requirements. These restrictions have been outlined in our Terms Service https://************************************.
  
  On November 9th 2022, we contacted you about this and offered additional phone support to assist you. We let you know about your payment and refund process, making an exception to the 65 day hold and working with you to release the funds back to your customer earlier. On November 11th 2022 we processed the refund for you, back to your customer as you had asked. On November 21st 2022 we also confirmed this activity for you and let you know the expected turnaround time for a refund can take up to 10 business days. 

  If you do have any additional questions or concerns, please respond to the open ticket that you have with us and we will be glad to assist you further. Thank you again. 

  Customer Answer

  Date: 25/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Wave escalated to create a new problem. We did not follow up with WAVE to provide additional personal information, because ***** ******* no longer wants to do business with Wave due to them not following good business practices. The new problem is that Wave turned off credit card processing for ******** **** citing that it sells Hemp products which are forbidden due to their policy. They mistated their policy, which actually says "Regulated Products and Services. Cannabis & Marijuana dispensaries and related products and services including cannabidiol (CBD); sale of tobacco, e-cigarettes, e-liquids, bongs, vaporizers and hookahs; age restricted products or services; internet pharmacies and script dispensers; firearms, weapons and ammunition; gunpowder, explosives and fireworks; toxic, flammable, and radioactive materials." I informed them that ******** **** sells NONE of these items, no CBD, no THC, no marijuana/cannabis. We sell hemp textile pillows and soaps made with hemp seed/ hemp seed oil. Hemp seeds are sold at grocery stores like walmart. Wave ignored my emails about this. 

  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 02/12/2022

  Thank you for the opportunity to respond to this. We understand your frustration, The decision to support a business is not solely up to Wave. Behind the scenes we work closely with payment networks and banking partners. Each institution has strict regulations that govern them and the types of businesses we can and cannot support. Through our partnerships we are bound to uphold these requirements. Any Hemp related products are prohibited. WIth regards to the refund, this was issued on November 11th 2022 and can take 5-10 business days to successfully post to your customers account. We can see it was confirmed refunded on our end. Thank you. 

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is contrary to their published policy. I would like to see evidence of what they are saying regarding the third party, because I don't believe it.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 09/12/2022

  Thank you for the opportunity to respond to this matter. We were in communication with you throughout this process. On November 11th 2022, we communicated to you that we would waive the 65 day hold period for refunding your customer. On our end, we have an approved refund that went out to your customer. This refund typically takes 8-10 business days at most, and at this time has settled. If your customer faces issues, they are advised to contact their bank or financial institution to identify why the funds have not landed. As always, for more information on our Terms of Service: https://www.***************************************************************. Thank you 

• Initial Complaint

  Date:07/11/2022

  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.

  Wave advertises businesses can use their website for a percentage and transaction fee. I tested this prior to using on a client and had no issues with my test purchase. I then used the credit card payment option through Wave Financial’s website on an actual client. The payment went through fine. Then, 2 days later, I received an email from wave stating my clients payment is being rejected by wave not due to a card issue or any history with me but just because they are choosing not to and the client was refunded. I am out the money I charged the client, my time for the service, and money I spent on supplies and products. There is no way to contact customer service on the website and the person on the email was unwilling to resolve the issue with me and my business. They said they can reject it for no reason and would not tell me any reason. Their website is deceptive about this practice and from the looks of other reviews this is a common issue of wave ******* *** ***** **********.

  Business Response

  Date: 16/11/2022

  Thank you for the chance to respond to this complaint. Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Not all businesses pass the assessment and in these cases we have no choice but to decline the account which was unfortunately the case for you. The refund was issued on November 3rd 2022 and can take up to 7 business days to process back into your client's account. For more information on our Terms of Service: https://*******************************************************************

• Initial Complaint

  Date:31/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time royal client to WAVE. my WAVE account number is ***************@********.com. I simply need to change my phone number and WAVE suspended my account in return, I need my account to be reinstated. First of all, I'd like to complaint that Wave doesn't even have a customer service phone number. I tried so hard to find their phone number but was never succesful. so I had to contact them through online chat or email only, which most of the time, I'm talking to a bot. and there was no option for my to change phone number online as well. so I had to input my request of changing my phone number through online chat, which means talking to a bot. Finally WAVE emailed me back on 25th Oct 2022, and requested me to upload my driver's license and also a phone bill of my new number. however, they suspended my WAVE account before I sent those documents mentioned above. I sent the doc on 26th Oct 2022 and ask them to review again, and they emailed back the decision is already made and can't be changed. hello? I'm just asking to change a phone number! and u suspended my account before I sent you the documents! it has cause tremandous problems because my office is not able to charge clients' bill any more. So please fix the problem or I have have my lawyer to file law sue.

  Business Response

  Date: 01/11/2022

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Not all businesses pass the assessment and in these cases we have no choice but to decline the account which was unfortunately the case for you. For more information on our Terms of Service: https://www.***************************************************************

• Initial Complaint

  Date:25/10/2022

  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 created a wave account October 9, 2022. I sent several invoices out and received payment for them over the following 48 hours. On the 11th I recieved an email from a risk analyst stating they could no longer process payments for my business. Same agent said my payments Would all be released the next day. The next day a different agent emailed informing me that all my payments had been refunded to customers. I asked for proof of these refunds and never received Any email back. My customers are now reaching out stating they never received a refund at all & I cannot even login to the account to give them that.

  Business Response

  Date: 08/11/2022

  Thank you for the opportunity to respond. Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Not all businesses pass the assessment and in these cases we have no choice but to decline the account which was unfortunately the case for you.We provided additional proof of refund  on November 7th 2022.  Proof was provided for the following invoices: Invoices ******, invoice****** , Invoice ******, Invoice ******, Invoice ******  and invoice ****** . If you have any further questions please reach our to us on the same email thread we have been using. We can also setup a phone call to further discuss. Thank you. 
   

• Initial Complaint

  Date:24/10/2022

  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.

  **** **** ***** **** *** ****** ** ** ********* * ***** *** ***** ********* ***** **** ******* * **** ** ** ***** *** **** * ***** *** *********** ***** *** *** ******** **** ** *** ********* ** ***** **** ******** *** ** ***** **** * ***** *** ** ******** *********** *** **** ** ** ********* So here we are again they had another hold on my account for over a week and I had to complain and for some reason they canceled my card without notification which means I had no access to funds for my employees! Now I currently have a deposit that has been pending payout since 10/09/2022 that waves wont release even though I have documentation from the sender that the funds cleared there account on 10/13/2022 so therefore my deposit should be released but it hasnt and its 10/18/2022. Customer service is terrible as usual. They can never send you any proof of the policies and procedures believe me ive asked numerous times. **** ******* ** ******** * ***** *** ********* ** *******

  Business Response

  Date: 03/11/2022

  Thank you for the opportunity to review this case again and provide further detail into the situation. On October 18th we spoke about the scheduled payment that was made on the 13th of October. The payment was made via *** or Bank Payment, and those funds can take anywhere from 2-7 business days to complete and land in a users account. You had requested that we also cancel your Wave Money account at that time, in which our support specialists were able to help you with on October 18th. If do you require any support in the future please feel free to reach out and let us know how we can assist! 

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called numerous times before 10/18/2022 and you can look at your phone records to see the history and after not being helped yet again. I filed another complaint and magically all of sudden my funds were available after the complaint was made. Not before when I made numerous attempts to get this resolved.

  My account is finally closed with this company and I will never go back or refer anyone to this company.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:18/10/2022

  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.

  On Oct 16, 2022, I received an inquiry from my website from someone who claims that my business charged him some $11,000+ in a few installments over September 2022. This was not a client of mine so I asked why he thinks that. He provided the transaction line for the charges as:
  
  WAVE - ******* *** ************ NH
  
  ****** ********* is the name of my LLC and that is my personal phone number, but I had no account or affiliation with this provider "WAVE".
  
  I looked up the business and found it to be https://************, a Toronto-based fintech company. I have a serious concern that I need to discuss with their support team regarding how somebody was able to set up an account in the name of my business on their platform without my verification. If you look on their website (provided), you'll not find a single place to reach a human at their company. They refer you to the "Mave" chat bot inside of your account. I did not want to make an account because I have no interest in doing business with a fintech company that doesn't even have identification verification.
  
  I called the phone number listed on the BBB page, and it is a voice prompt that repeats itself and just says to visit the website.
  
  Alas, I caved and made a "Free" tier account just to get access to this Mave bot, and it still talks me in circles, insisting that the only way to get access to a human is to have a paid service. I do not want their services. But I NEED to speak to someone in their company about this ********** account that is charging random people through their system for lots of money and defaming me and my business.
  
  This is absolutely ridiculous that I cannot get in touch with a human being at a company that services the general public, especially concerning something as important as this. I'm very frustrated that a company can hide behind fake support systems and completely avoid having human contact when they have users committing ***** via their platform.

  Business Response

  Date: 26/10/2022

  Thank you for the opportunity to respond.

  We are sorry to hear that you have been a victim of Identity theft.  As per our phone conversation on October 20th,  please contact the credit bureau directly and let them know that you have been a victim of identify theft. Here is a helpful resource found directly on *******'s website.  https://www.********************************************************************

  Please do not hesitate to contact us again should you have any further questions.

• Initial Complaint

  Date:13/10/2022

  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.

  Wave Financial accepted a payment from our client and refused to deliver it to us. Instead, they held $500 USD for 65 days, significantly impacting my small business. I am new to managing my own business and they allowed me to sign up and even SEND AN INVOICE! When my client paid, I THEN had to fill out an application to receive payment from my client. They made it very easy to accept bank payments when sending an invoice, without warning that they could be held/rejected. Their justification for the email notification was vague and unhelpful. Apparently, it is because of a lack of business credit but this requirement wasn't posted prior to accepting online payments!
  
  I was then told by Wave Support only known as "Kiara", who did call me as requested after a few emails back and forth. She told me I had to have my client ask their bank for a refund (which looks great on my end as a new business). My client understood the situation I was in with Wave and proceeded to communicate with the bank to cancel the transaction. Apparently, it was too late and the money has already gone into Wave's system BUT I'm now allowed to receive it because I was denied to use their service. So now what? Do I have to wait 65 days to get MY money? They have no right to that money, they denied my services. Released the money back to my client. What you are doing is wrong and unethical. Why would you preach small business support and then treat people like this? All I want is to use another service for my client to pay me for the services I provided to them.

  Business Response

  Date: 17/10/2022

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review. Unfortunately we are unable to proceed with processing payments on your Wave account due to higher risk of chargebacks. Our team has issues a refund for your recent payment on October 13th. A Bank payment refund can take up to 10 business days to appear in your client's account. For more information on your decision, please review our terms of service:https://******************************************************************* *

• Initial Complaint

  Date:11/10/2022

  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.

  A new client paid me on August 3rd, 2022. Wave (without warning) proceeded to hold the payment. I was told that I could process the refund and it would go back to the customer, so that it what i did. When I checked on the refund, another representative said that it was never processed. That representative said she would do it and of course the exact same thing happened the next time except i was told that i had to wait 65 days and it would then go back to the customer. Since then I email and check on the status and none of the representatives ever no anything about the payment or when it will go back to the customer! I just talked to them and now it might be another 65 days!! I am over this company and it is my first time using them. It was for a 700 dollar payment.............

  Business Response

  Date: 17/10/2022

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Not all businesses pass the assessment and in these cases we have no choice but to decline the account which was unfortunately the case for you. The refund was issued on October 12 2022 and can take up to 7 business days to process back into your client's account. For more information on our Terms of Service: https://*******************************************************************

• Initial Complaint

  Date:22/09/2022

  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.

  At colleague recommendation, I signed up for Wave Apps services. They got all the information on my bank accounts (checking and credit) and I thought I had finished set up when I sent out my first client invoices using the website. When I went back for a status check, I discovered that there were more steps to take before I could receive my clients' payments to my invoices. The system proceeded to have me fill out a credit report inquiry, something I had not done with ****** or ******. One of the questions asked was what my exact address was back in 1998. Not surprisingly, I entered the wrong house number. I reached out to them today because I anticipated it might be wrong, so might complicate payment. The person on the chat said that a manager will get back to me by email in 2 business days from today. They do not think they will ever release those client payments to me because of my incorrect answer. I can refund my clients, but it will take at least 7 business days. I would like to file a formal complaint because I think this entire situation is terrible and unacceptable customer service.

  Business Response

  Date: 23/09/2022

  This issue was resolved internally in ticketed communication. Credit card refunds are instant but they can take up to 8 business to show on your customer’s bank statement. 

  Customer Answer

  Date: 23/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have reached out to me and resolved the matter. Once the refunds are issued to my clients, I will cancel my account with them. 

  Thanks so much for your assistance!

  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 14/10/2022

  Thank you for the opportunity to have this reopened The refunds were issued on September 19th 2022 for $120.00 and can take up to 7 business days to process back into your client's account. As explained on September 20th 2022, if your customer is unable to locate their refund they will need to contact their bank and open an investigation so that the funds can be traced. On October 13th 2022 we provided you with the refund details as well as the steps for your customer to open the investigation with their bank, and what they would need to provide. If you have any further questions please reach out via any of our open email threads.

  Customer Answer

  Date: 25/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:19/09/2022

  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.

  im waiting to speak to a human person about a payout option,

  Business Response

  Date: 03/10/2022

  On our side, we can see that the funds were sent to your financial institution (this happened on August 19th). If the funds don't actually land in your bank account, what happens is that your bank informs us that they weren't able to receive them, and then they mark the payout as failed. This information has not come back from your bank, so the result is that the funds are showing as sent, but the bank hasn't acknowledged the whereabouts of them. We mentioned this to you a few times (Sept 12th, 15th, & 16th), including a receipt of the transaction from our banking partner to provide to your financial institution on the 21st. We also asked to schedule a phone call with you to help re-explain what actions need to be taken on both the 21st, as well as 22nd but did not hear back. Even with a phone call, the steps provided will be the action that needs to be taken in order to move forward and get this resolved.

  Customer Answer

  Date: 07/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  all i want is a phone call, 

  they said that it was paid, im saying i never got it, and i never did, 

  all we need to have is a phone caonversation, my phone number is ************ 

  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 14/10/2022

  Thank you for allowing us to revisit this interaction. As mentioned in previous interactions with our customer support team, the financial institution (*** ****) accepted the transaction from the instant payout in your Wave account. When a bank accepts a transaction, it means that the movement of funds are technically confirmed on their end and if they don't see the funds, they need to send them back to us in order for us to take further action. The request from our Support team is that you work directly with the financial institution to investigate further as they should have visibility as to where the transaction lives (either on the expired credit card account, or new one). This information was shared on September 16th, 21st, 22nd, 30th, 2022).A follow up was initiated by our Support team on October 13th reconfirming what happened and asking to verify more details including the following: where the financial institution is looking for the transaction, your bank statement to confirm that the funds weren't deposited, and the exact steps that you've taken with the financial institution to resolve the issue. We also let you know that we'll be taking more steps on our side to verify any new details from our banking partner, but anticipated that they won't have any more information given that we your financial institution accepted the funds.Your response with more details is currently pending. If you do require any more assistance, please respond back to the open ticket thread that you have with us so we may be able to assist and provide clarification. Thank you. 

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  THIS CARD HAS NOTING EVEN WITH *** ****

  i already called every bank that can be afiliated with this trasaction, and noone got any tranesaction of the $2400

  a phone conversation would help us getting this solved, and looks like its not an option they want to provide me, so they can just send me the $2400

  thanks 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 03/11/2022

  Thank you for the opportunity to review this case again. On October 28th, we submitted a message to you outlining the details that we need from you in order to take action on the issue that you are currently experiencing. Unfortunately we did not receive a response at that time. We contacted you again to schedule a phone call on Monday Oct 31st. At that time we did not get a reply, we placed a phone call made to you on Tuesday in which the user replied. The steps that were communicated in email were reiterated on the phone, and you'll be able to work with your community bank to look into the dispute they submitted. We sent you another follow up on Nov 3rd to check on the status of your inquiry. The issue is still a work in progress on both sides and will remain open until full resolution.