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:14/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was the victim of theft on February 5th, 2023. The person or persons in possession of my wallet made a charge  $1,564.83 to Nordstrom store 326 (among many others) using my Wave debit card. Unfortunately, Wave has already "reviewed my dispute" and "closed the dispute" even before I have had the chance to submit my official dispute which includes the police report from the theft with the ****** County Sheriff's Office (Deputy ******* ****** report *** *********), my statements from ******** *******, **** ** *******, ********** ****, ***** ********* ****** *****, and ******* ****** ***** all of which flagged, stopped, or have refunded the fraudulent transactions. The dispute would have also included my ******** Fraud Alert and a copy of the notification of stolen passport ID card. I also have GPS data from my ****** watch showing that I was in the ocean at the time of the fraudulent transactions. I did not authorize the use of my card or share my card or its information with anyone. It was stolen. It was used fraudulently. 
  Since the dispute was closed (before I even submitted it) I now must submit an official appeal letter via fax with all of the supporting documentation to "reopen" the case. I am concerned they are trying to avoid refunding the fraudulent transaction for which I am not responsible.
  I am still awaiting official documents from the closed dispute as per the email I received which states "As part of our investigation, a review of our systems was performed in addition to information provided during the claim filing process. As applicable, we coordinate with other Financial Institutions, Merchants, and Networks as part of the claim review... If you would like to request copies of the documents, please look for the contact information on the back of your card." I requested Wave submit full documentation of every Financial Institution, Merchant, and Network that Wave coordinated with regarding closing the dispute. These have yet to be provided.

  Business Response

  Date: 22/02/2023

  Thank you for the opportunity to respond.
  After you advised us of your stolen wallet on February 5, 2023 we froze your bank account and let you know we would be opening an investigation, which could take up to 90 days to complete. You had also stated that there was fraudulent activity in your account, which prompted us to open a dispute on your behalf. We explained this can take up to 10 business days to be reviewed. On that same day, we issued you a new card.
  During that call, we also requested that you provide documentation including a police report, to help with your investigation. We received our first set of documents from you on February 17, 2023. We are currently reviewing these documents and will reach back out to you once our review is complete. If you have any other questions, please do not hesitate to send us an email. You have direct communication with a dedicated analyst. 
  
  

  Customer Answer

  Date: 23/02/2023

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

  Shortly after receiving notification of a response through the BBB, I received an email from wave on Wednesday, February 23rd that stated

  
  "We have completed our investigation of the dispute received from you on 02/07/2023 for the following transaction(s):
  

  Date Description Amount Disputed Amount
  02/06/2023 ********* ***** $1,564.83 $1,564.83
   
  We have thoroughly investigated your claim and determined that no error has occurred.
  
  As part of our investigation, a review of our systems was performed in addition to information provided during the claim filing process. As applicable, we coordinate with other Financial Institutions, Merchants, and Networks as part of the claim review. Based on our investigation, we have concluded no error occurred; therefore, no funds will be credited to your account and this matter is considered closed. This notice serves as final resolution of your claim. You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents or have further questions, please look for the contact information on the back of your card.
  
  Thank you for giving us the opportunity to serve you. We appreciate your business and the confidence you have placed in us. If we can be of further assistance, please look for the contact information on the back of your card as we would be happy to assist you further. "
  

  I am unsure what the business means by "error." I never said an error occurred, the charge was most certainly made, but it was fraud. I am unable to receive help over the phone. In the Wave response above, they state that I have a "dedicated analyst" but I have received no such communication or point of contact. I ask that Wave please provide contact details for my "dedicated analyst" at your earliest convenience - I would like to talk to wave regarding this matter and to better understand Wave's Fraud Policies. 

  For the BBB, I have attached a screen shot of the latest email as well as the Fraud Appeal Letter and Police Report to support my case and provide ample documentation. 

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

  Business Response

  Date: 17/03/2023

  This issue has been resolved since the last response from the customer. We contacted our customer on March 7th 2023 after a full review of the fraud claim and appeal was completed to let them know they will be reimbursed.  Wave reviewed all required documents, police reports and communications provided by our customer. We approved the fraud claim and processed the credit to our customers account on March 7th 2023. We apologized for any inconvenience, and the patience while we completed our investigation.

• Initial Complaint

  Date:14/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  these people stole $2,000 from me. 6 months ago i hired them do do book keeping for me and i have yet to see any results. they told me they would have my 2021 taxes done long before the end of 2022 and have rescheduled every appointment i've made with them.
  
  their book keeping service is fraudulent and does not deliver anything at all never mind the promised results. i want my money back *** * **** ***** ************* ********** ******* **** *** ***** ******** ********

  Business Response

  Date: 21/02/2023

  Thank you for the opportunity to respond. 
  I want to apologize for the experience you had and the inconvenience we caused you. We appreciate the time you took to provide us feedback and we will make every effort to do better.  As discussed, we have initiated a 50% refund effective February 14, 2023 and together, we have set up your next book keeping meeting scheduled on Feb 22, 2023. Should you have any questions, please feel free to to email us back.

• Initial Complaint

  Date:14/02/2023

  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.

  I received an email noting my account status had changed and that I am no longer eligible to receive payments via Wave. They are holding my payment for 65 days. They haven't provided any information about why this has happened or any opportunity to resolve the issue. I had a payment processing that was going to hit my bank account today. I've seen other reports of similar cases and it really suspect for a business to block our accounts on payday and then hold our money without any justification. I would like Wave to process my payment or refund my client immediately.

  Business Response

  Date: 17/02/2023

  Hello, 

  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. As mentioned on our communication February 13, 2023, bank payments can take up to  7 business days to process, once process they can take up to another 7 business to refund. We issued the refund on February 14th, 2023.  For more information on our Terms of Service: https://www.*************************************************************** Should you have any further questions, you can forward them direction to the email thread that we have been using to communicate. 

  Customer Answer

  Date: 17/02/2023

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

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After setting up an account and having an invoice paid via ACH transfer, they deactivated the payments feature on the account a placed a hold on an almost $6,000 payment for “65 days”. We need this payment hold lifted so that we can access our funds, or Wave needs to refund the customer payment directly.

  Business Response

  Date: 10/02/2023

  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. Bank payments timelines are different than credit card timelines. Bank payments  can take up to 7 business days to process. In this case the bank payment processed on Feb 9, 2023 and a refund was issued. The refund can take up to 7 business days to process back into your client's account. For more information on our Terms of Service: https://******************************************************************* 

  If you have any further questions, you can reply to your open email thread and we will be happy to assist you. 

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a business in January. I found Wave online as a solution to accounting software that allowed online payments be taken. This seemed great to me as it took care of two obstacles. I started using the account, carefully documenting all of my transactions and using them for my online payments. I was told upfront there's a fee for transactions and a limit of $10,000 per day and $100,000 per month. Perfect, right? Everything has run smoothly except everytime i had a scheduled payout there was always a notification of "suspicious behavior" with my card that came to my email that had to be verified on my phone late at night or they would hold my money...irritating but it was whatever. And then after having a total of $2,818.87 in online payments accepted by wave for me, they suspend my payment accepting ability and send me an email saying i need to provide them with my phone bill and what my projected volume of transactions will be...i don't know why either of those is relevant, but i complied because online payments was my main reason for using wave. Less than 24 hours later they notify me that they will not be turning my online payments back on and that they did a soft credit check on me. I didn't give them permission to do the check, nor did anything on their website, specifically the page https://www.********************* say anything about a soft credit check, limitations other than those listed, or the fact that they could cripple my business and create a ridiculous amount of tax issues for me as I'll now have to find someone else to handle my business's accounting. **** ** *** ******** ********* **** ******  It's crippling to a small business that is just getting started. If they were willing to accept over $2000 in payments for my company, why would they suddenly stop, after that? Also, personal credit history...not my LLC credit history...is actually pretty decent. Everyone wants to loan me money but wave won't accept payments for me?

  Business Response

  Date: 03/02/2023

  Thank you for the opportunity to respond, and thank you for taking the time to talk with me today.  I do apologize for the experience you had. As discussed no funds are held, no funds we declined or refunded.  You account is in active status. Please find the details regarding credit in our terms and conditions, Section A,  point 3. https://www.***************************************************************If you do have any further questions, you can forwarded them directly to me via email. Thank you

• Initial Complaint

  Date:31/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to release a payment made to my business and are saying they have sent it. They sent it to an account that was closed 2 or more years ago after I have already verified the proper account upon set up last week. The refuse to discuss anything with me over the phone and at this point if I don't have this payment of almost 4k by tomorrow I will be facing charges from 2 other contractors for non payment. I want my payment made to my business's returned to my account now.

  Business Response

  Date: 07/02/2023

  On January 24 2023 we reached out to you to confirm your identification after you attempted to update your banking and phone number information. When you provided supporting documentation, the account was activated. However, it appears the bank account information entered at the time of your update was an old bank account. In order to update your payments bank account information, please select Settings > Payouts page and continue to bank account update.On January 31 we reached back out to you to confirm the last 3 digits of the account you are attempting to connect.  We scheduled a call with you for February 7th but were unable to reach you at which point we sent you a follow up email.  In reviewing your recent correspondence  with our customer facing team on February 3rd, you confirmed that your payment was received. We trust this matter is resolved, if not, please contact our customer service team and they will assist you with connecting your banking information

• Initial Complaint

  Date:31/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our business uses wave payroll to pay employees. On stat holidays, we select "automatic" and wave calculates a salaried employee's holiday pay (which should equal their regular day wage or previous pay period divided by working days, which for salaried employees is one regular day's wages) and then we also select "pay at a higher rate". There is no explanation for what higher rate is being paid (which should be 1.5x their day's wages), or the amount of hours they are being paid for. I cannot find any information and we have been unable to access any support for this information. It appears wave deducts an amount from the regular gross wages, but the holiday pay is for some reason less than the amount deducted, and is either a half days wages at a higher rate or a regular day's pay at a regular wage. The math doesn't check out however, and employees are being paid less than their regular gross pay on pay stubs they should be receiving MORE. This isn't always the case, and at times the math does equal out, so the glicth is inconsistently inconveniencing us and distressing our employees.
  
  We have been unable to reach them, and unable to find any documentation regarding why this is happening. There is apparently a glitch or miscalculation in their system. The payroll attendant can turn on "manual pay" for holiday, but this adds extra work and stress onto us.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond,  calculating statutory holiday pay is not always a  straightforward calculation.  On February 6, 2023, we sent you a detailed email with example calculations of the following:  Gross regular pay, Stat Holiday pay, and Gross regular pay + Statutory Holiday pay.  We have not received a reply back from you.  If you have any further questions, please respond back to our email and we will be happy to help you. 

• Initial Complaint

  Date:24/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I OPENED AN ACCOUNT WITH WAVE AND THE VERY FIRST TRANSACTION THEY FROZE MY ACCOUNT AND HELD MY MONEY ON A ACH PAYMENT. I TRID TO JUST REFUND MY CUSTOMERS MONEY AND THEY FROZE THAT ALSO, CAUSING ME TO LOOSE THE LONGTIME CUSTOMER. THEY STILL HAVE NOT RELEASED MY CUSTOMERS MONEY AND WILL NOT RESPOND TO ME!

  Business Response

  Date: 30/01/2023

  Thank you for the opportunity to respond.  As explained On January 24 2023, bank payments can take up to 7 business days to process.  Your  transaction is still in the processing stage. unfortunately, Wave can not expedite the process. In our email exchanged, we agreed to refund your transaction once it has completed the processing stage. Please review our terms, section E point 3.   https://******************************************************************* for information on bank payment timelines. 

  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.

• Initial Complaint

  Date:20/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for Wave App on 12/21/22. Created first invoice for my client and client paid on 01/12/22.
  Funds were scheduled to be released on 01/19/23 (today) but instead I get an email saying my account is no longer able to "continue providing payment processing services for your business". And that my funds will be held for 65 days - ***** ** ********** ********** *** ********** ********. Representative is saying I need to contact my client and have them request a refund from their bank. Seriously?
  Why can't Wave simply refund my client?
  Why does Wave hold money for 65 days?
  Why did they even let the transaction happen in the first place?
  
  At this point I just want Wave to refund my client so we can all move on from this.
  Why did they wait until the day I'm planning to get paid to make this decision?

  Business Response

  Date: 20/01/2023

  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 January 20 2023,  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://www.***************************************************************

  Customer Answer

  Date: 20/01/2023

  
  
  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:17/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -On 1/9/23, I opened a Wave account in order to send invoices and receive payments for my newly created business. I issued my 1st invoice in the amount of $2,403.28 to my first client during this same session.
  -On 1/10/23, I received an email from Wave that because I'm a "staffing service" (which I'm not, I'm a hospitality consult...a "one-man show") that they have temporarily disabled my payment processing & that they require preapproval to support my "business type". The listed steps to resolve the issue, which was a series of questions (which I answered on 1/16/23, after seeing the email had gone to spam).
  -On 1/13/23, I received notification that I received payment from the invoice I'd sent on 01/09/2023 (I did not see this notification until 1/16/2023, as it had gone to spam as well). I'm assumed the situation is resolved. However, because of the actions on 1/10/23 I'm unable to access the money when I log into the portal on 1/16/23).
  -On 1/17/23, I receive an email from Wave stating that that I am not eligible for Wave's payment features and that they will be holding the payment from my client for 65 DAYS and then it'll be returned to the client!!
  65 Days!!!! That's my pay, what are people supposed to do for cash flow for 2 months!!!
  The 65 day policy should have been disclosed BEFORE they take the payment.
  Furthermore, why was the payment even accepted if the account was on hold for a pre-approval process.
  Seems they had no issue accepting the money, and I'm sure, taking their fees out of the money.
  I've since opened a ****** account, with no problems or holds. But this experience with Wave is making me wish I'd read some of these BBB reviews and done my homework beforehand because I see this had happened before. This 65 days is NOT okay and should have been disclosed at a point far earlier than AFTER they get our money (and make their money off of the transaction).
  I feel the funds should be released in a more appropriate timeframe, 14 days max.

  Business Response

  Date: 24/01/2023

  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.  Your  funds were released to your settlement account on January 19 2023.  For more information on our Terms of Service: https://*******************************************************************