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:06/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am experiencing ongoing issues accessing services. Every time I attempt to submit a transaction, it fails to go through. I have reached out multiple times since Monday, June 16, 2025, through today, June 19, 2025, but the issue remains unresolved.Each time I call, I am told that my account appears in good standing, yet the problem persists. Unfortunately, the service quality has noticeably declined since support has been outsourced. Previously, my issues were resolved promptly and professionally when the support team was US-based.Ive requested to speak with a manager on several occasions, but I have not been connected to one. I was promised a callback, but it never came. To make matters worse, I was hung up on during my most recent call, and a follow-up email I sent has gone unanswered.

  Business Response

  Date: 06/25/2025

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

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

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

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the transaction being automatically cancelled by the system. 

  We highly value your continued use of our platform. However, we prioritize the safety and security of our services for all users. Upon reviewing individual transactions received by Sendwave, it appears that your  transaction did not meet our approval criteria and was automatically canceled during our standard review process.

  All transactions processed through our platform undergo rigorous review to ensure compliance with our standards. Should you possess alternative recipient accounts, you are welcome to initiate new transactions or attempt to send smaller amounts. However, please be advised that these transactions will also be subject to review.

  Furthermore, upon further review, we have observed that your transactions are currently being processed. If you encounter the same issue with subsequent transactions, and to ascertain that this issue is not application-related, I respectfully request that you follow these troubleshooting steps:

  -Delete the recipient from your Sendwave account.
  -Remove the debit card added to your Sendwave account.
  -Disconnect from any VPN connections.
  -Log out and uninstall the Sendwave application from your device.
  -Reinstall the Sendwave application, add your debit card and the recipient.
  -Attempt to process a transaction again.

  Thank you for your understanding and patience as we strive to provide a secure and reliable service.

  
  Yours sincerely,

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

  
  

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 28, 2025, I transferred $9*** through Sendwave. However, they emailed me requesting additional information, which I promptly provided. It has now been three days, and my money has not been delivered. I reached out to their support team, and they informed me that they would escalate the issue to the relevant department. Unfortunately, they are unable to provide a specific timeline for when the money will be delivered or resolve an issue, which is urgent for me.

  Business Response

  Date: 06/03/2025

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

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

  This letter is in response to the complaint filed by consumer **** ****** on June 1, 2025.

  We understand Ms. ******** concern regarding a delayed transaction and are eager to investigate this matter. However, we're currently unable to locate her account using the phone number and email address provided in the complaint.

  To effectively assist Ms. ****** and address her concerns, we kindly request additional information. Please provide the exact phone number and email address registered to her Sendwave account, or the full name and phone number of the recipient for the reported transaction.

  We are fully committed to resolving this issue for Ms. ****** and await the necessary details to begin our investigation.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave
  

  Customer Answer

  Date: 06/03/2025

  Sendwave sent me an email today, informing me that my transaction has been canceled and my funds have already been released back to my account.
  
  **********************:
  
  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:05/25/2025

  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 referred a friend and he use my code. And after signing up i got my credit for referring him . But i was gonna use it last night and the credit was gone. I tried to contact them and they said that to refer on the referral faqs but i dont see that i violated any rules and they told me that they took the credit because of legitimate reasons and i ask them what legitimate reason they cant provide and cut me off when i told them i will report them to BBB.

  Business Response

  Date: 05/29/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  RE: Consumer Complaint # ******** :  ****ah Joy *** Sy

  This letter is in response to the complaint filed on *** 26, 2025, with the Better Business Bureau by consumer ****** *** *** Sy. This complaint was received by us on *** 26, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered. Our goal was to address the customers concerns and clarify the situation. 

  We understand that the customer had a remaining $20 referral credit remaining on the account which was removed by the system due to some reasons. This action resulted from the system flagging the account for potential abuse of the Refer-a-Friend (***) program. An investigation, conducted in collaboration with the ******** promotion team, confirmed that the customer's unique referral code, *****, had been used to initiate six separate referrals and each referral sent a transaction directed towards the same recipient, within ***.

  Upon meticulous examination of all referrals, it has been ascertained that each referral initiated only one transaction on their respective account, directed exclusively to a single, consistent recipient. This pattern of referral activity is interpreted as a misuse of the *** program, as it deviates from the intended use of generating referrals to distinct, new users. Such misuse is a violation of the terms and conditions governing the *** program, specifically those addressing appropriate use, which indicated : 

  Referral Code Terms and **************** reserve the right to reject or cancel a referral amount for any legitimate reason and in particular in case of misuse of the Referral Program, creation of non-genuine user accounts, or non-compliance with applicable laws and regulations.

  (*******************************************************************************)

  We understand that the customer wanted to use the remaining credit, however, upon detecting this pattern, the system automatically applied an account restriction for the program. Which means the remaining balance that was removed can no longer be used or added back on the account. 

  We would like to reiterate our apologies for any inconvenience caused and appreciate your understanding in this matter.

  
  Sincerely,

  ********
  Complaints Team
  Sendwave
  
  
  
  

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Sendwave due to an unresolved issue involving a failed transaction. On May 8, 2025, I was charged $336.87 (posted May 9, 2025) via debit card for an international transfer using their service. The money was taken from my account, but the service was never completed.I have contacted Sendwave support repeatedly. Each time, I was told to wait for updates from their local partner and proof of delivery. After promising to resolve it within 10 minutes on May 16, 2025, they abruptly closed the chat with no further contact. It has been over a week without resolution, and I am now at risk of missing essential bill payments due to this delay.This behavior is highly unprofessional and unacceptable. I am requesting a full refund of $336.87 and accountability for the lack of customer support and transparency. I have already reported this to my bank and am considering further legal action if this issue is not resolved immediately.Attached is a detailed PDF of the entire case and the transaction screenshot.Desired resolution: Refund of $336.87 and written confirmation of the closure of this matter.

  Business Response

  Date: 05/21/2025

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

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

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

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the issue that the customer's funds had not been received by the intended recipient. Our goal was to address the customers concerns and clarify the situation.

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

  The transaction was subsequently canceled, and a refund had already been initiated on May 21, 2025. We assure the customer that the bank would complete the refund process within 3-5 business days. 

  We would like to reiterate our apologies for any inconvenience caused and appreciate your understanding in this matter.

  
  Sincerely,

  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 05/21/2025

  
  Hello ********,
  
  
  Thank you for your response and for initiating the refund. I can see that the refund has been issued and is currently pending in my account.
  
  
  However, I would like to clarify that I am still dissatisfied with the way the situation was handled. I received no reply to my direct email and had to file a BBB complaint to get a response. In addition, I was not given a clear explanation as to how the error happened, especially since I have made successful transfers to the same account before and after.
  
  
  For these reasons, I am not ready to mark this issue as resolved until:
  
  
  The refund is fully completed and the funds clear into my account.
  I receive a proper explanation of the error for my own understanding and future security.
  
  
  
  
  Thank you for your attention,
  ***** ********* *********
  
  
  
  

  Business Response

  Date: 05/28/2025

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

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

  We acknowledge the customer's request for an expeditious resolution and are dedicated to resolving their concerns. A comprehensive investigation into their case has been conducted, and a thorough report of our actions is presented herein.

  We extend our sincerest apologies for the delayed response to the customer's recent direct email. Upon investigation, it has been determined that the email address utilized for the direct correspondence differs from the registered customer email address associated with the account. Consequently, the communication was not appropriately routed and promptly identified within our system. We acknowledge and greatly appreciate the customer's diligence in bringing this matter to our attention.

  Regarding the refund, it was issued to the customer's bank on May 21, 2025. Processing generally takes 3-5 business days; however, the bank's processing timeline may differ. The customer has been notified and provided with the **** which they can present to their bank to expedite the process. 

  Concerning the customer's inquiry regarding the failed transaction, it is important to clarify that the transaction was successfully processed and transmitted by Sendwave to the local partner in ******. However, our partner has reported a failure attributed to incorrect bank details. Please be advised that additional details regarding the specific reason for the failure on their end are not accessible, as the issue did not originate within Sendwave' s systems. The aforementioned constitutes all information received from our partner.

  We acknowledge the inconvenience this situation has occasioned and recognize the importance of timely transaction receipt by the beneficiary. Although the error originated with our local partner, which is outside of our direct control, we have applied a $10 credit to the customer's account for use on future transactions.

  We apologize for any inconvenience caused and assure you of our dedication to resolving this matter promptly.

  Thank you for your understanding and cooperation.

  
  Sincerely,

  Jonathan 
  Complaints Specialist
  Sendwave
  

  
  

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company Name: Sendwave Company Location: Sendwave, ********** (***)Issue Type: Failure to complete a money transfer Details:On May 2nd, 2025, a 240 CAD transfer was sent to me through Sendwave. Despite multiple follow-ups, the transfer has been stuck on Processing for over a week. I have contacted support through email, ********, and social media, but I only receive generic responses with no real action. This delay is causing severe inconvenience, and the lack of urgency in resolving this matter is unacceptable. I am requesting that Sendwave immediately complete the transfer or process a refund. Failure to resolve this will result in further action.What You Want: Immediate release of the 240 CAD or a full refund.Supporting Documents: Attach screenshots of the conversations if possible.

  Business Response

  Date: 05/09/2025

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

  RE: Consumer Complaint # ********: ********** Ifeoluwa

  This letter is in response to the complaint filed on May 8, 2025, with the Better Business Bureau by consumer ********** Ifeoluwa. This complaint was received by us on May 8, 2025.

  We understand the complainant is seeking information about a Sendwave transaction. However, our policies restrict us from disclosing any account or transaction details to individuals who are not the registered account holder. This is to protect the privacy and security of our customers' information.

  To assist them further with their concern, we require the account holder to contact Sendwave directly. They can reach our customer support team through the following channels:

  Sendwave Support: Call our international helplines for support. Opening hours all in coordinated universal time (UTC):
  - 09:00 - 22:00 Monday to Friday
  *************** (**/**)

  - Chat with us on Saturday and Sunday through Sendwave app. 

  We appreciate their understanding and cooperation in this matter.

  Sincerely,
  

  Jonathan 

  Sendwave Complaints Specialist

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 20th 2025 I was attempting to send $100.00 to someone using the SendWave app. I mistakenly entered my information as the recipient. The money was withdrawn from my account immediately. After several days waiting for it to return to my account, I contacted **********************. They told me the would request a refund to my account. I spoke again to them on 4/11/25 and was told it would be refunded within 72 hours. On 4/16/25 I was told they had received the money and would request a manual transfer and I should receive it within 3 days. I spoke with them again today 4/21/25 and am still getting the runaround and it could take up to 30 days. I asked to speak to a Supervisor and after waiting for several more minutes the call disconnected.

  Business Response

  Date: 04/24/2025

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

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

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

  We expressed gratitude for the customers feedback regarding their recent experience. We offered our apologies for the inconvenience encountered. 

  It is understood that the transaction was sent to the wrong recipient due to an error in entering the account information. While the transaction had already been delivered, making immediate cancellation impossible, a reversal request was initiated with our local partner to recover the funds. This process can take time.

  We are pleased to inform the customer that our local partner has confirmed the successful reversal of the transaction. The refund process was initiated on April 22, 2025. The refund is expected to be credited to the customer's account within 3-5 business days. However, the exact timeframe for the refund to appear in the customer's account may vary depending on their bank's processing procedures.

  We appreciate the customer's patience and understanding throughout this process. If the customer has any further questions, they are encouraged to contact us.
  

  
  Best Regards,

  ******** *.
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 04/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  The refund was received today April 24, 2025.

  
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/28/2025

  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.

  This company allows people to make fraud transaction. This person had me send a $1 use the cde and was supposed to pay me back. The company said it wasn't nothing they can do never even like you led into it.

  Business Response

  Date: 03/29/2025

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

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

  This letter is in response to the complaint filed on March 28, 2025, with the Better Business Bureau by consumer **** *******. This complaint was received by us on March 29, 2025.

  We appreciate the customer for bringing this concern to our attention regarding the recent scam incident she experienced. We understand this situation has caused her distress, and we want to address her complaint thoroughly.

  She reported that she was advised by an individual to create a Sendwave account and send a $1 transaction and use a referral code. She was promised that this $1 would be refunded to her. Unfortunately, this appears to be a scam, and we are sorry that she has been affected.

  We want to emphasize the importance of exercising caution when interacting with individuals online, especially when they request financial transactions. As outlined in our Terms and Conditions, specifically within the "Terms and Conditions | ************* (Sender Terms) - Sendwave" and "Terms and Conditions | Consumer deposit Account - **********************", users are responsible for the security of their accounts and transactions.

  Relevant excerpts from our Terms and Conditions:

  User Responsibility: "You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account."  
  Prohibited Activities: "You agree not to use the Service for any unlawful purpose, including but not limited to, fraud, money laundering, or terrorist financing."  
  Account Verification: "By creating an account with **********************, you confirm that all information provided is accurate and complete. You are responsible for ensuring your account remains updated."

  In her case, it was confirmed that she created and verified the Sendwave account herself. While we understand she was acting on the instructions of the alleged scammer, our system recorded the account creation and verification as completed by her.

  Sendwave employs various security measures to protect our users, including transaction monitoring and fraud prevention tools. However, we cannot be held responsible for losses resulting from user negligence or participation in fraudulent schemes.

  Recommendations:

  Please let the user report this incident to their local law enforcement authorities.
  Be extremely wary of any unsolicited offers or requests for financial transactions online.
  She should never share her Sendwave account details or personal information with unknown individuals.
  They can review the Sendwave security page for information on phishing scams; ******************************************************************************
  
  

  We understand this is not the outcome she was hoping for. To avoid this to happen in the future, the recipient has been blocked on our system and had the account reviewed by the relevant team. While we cannot provide a refund in this instance for the transaction is already successful, we are committed to assisting the customer with any further questions or concerns.

  We appreciate the customers understanding and cooperation.

   

  ********

  Complaints Specialist

  Sendwave

  
  

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im going through legal matters right now and locked out of my World Remit account. Ive been in contact with the company and havent gotten any return reply from them.All I need is to be able to access my account or if they could send me all my list of transaction for the past 2 to 3 years that I have been using their service.

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  RE: Consumer Complaint ******** - ******* *********

  This letter is in response to the follow-up complaint filed on March 25, 2025 with the Better Business Bureau by consumer ******* *********. This complaint was received by us on March 26, 2025.

  We have researched the nature of the complaint. The customer has alleged that ********************** did not respond to her emails.

  We checked our records and found that the emails you sent were associated with an incomplete account. Hence, we are not able to look into your request.

  Accounts that were disabled before August 2024 were not carried to our new system the reason we are not able to locate the account. The account was disabled by our compliance team for security purposes.

  Please see the attached file for your requested information.

  Once again, we wanted to apologise for any inconvenience this has caused you as this is not the right experience that we wanted you to have with WorldRemit.
  
  If the customer still has further questions, let us know.

  Sincerely,
  
  ******

  Customer Answer

  Date: 03/30/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Majelyn

  If they can just please send all my transaction record to me thatll help my court case. 
  if not atleast help me get into my account.

   

  this is an important and urgent matter that I get those records 

   

  Business Response

  Date: 04/01/2025

  A good day.

  The customer's requested information was already attached on the previous email.

  Regardless, please see the attached file for the customer's transaction history.

  Regards,

  ******

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money 200$ remittance to *********** via Sendwave to Gcash account of ******** *****...She didnt get the money because i used the old account# ..But upon checking..no money came to the account..I want to reverse that money to me..

  Business Response

  Date: 03/12/2025

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

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

  This letter is in response to the complaint filed on March 10, 2025, with the Better Business Bureau by consumer *********, ********. This complaint was received by us on March 11, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the issue that the customer's funds had not been received by the intended recipient. Our goal was to address the customers concerns and clarify the situation.

  The transaction was sent on February 18, 2025, which the customer reported that the funds were not showing on the recipients account. We coordinated with our local partner and they have confirmed that the transaction was successfully delivered to the recipient's account, a separate email was sent to the customer on March 11, 2025 that confirms the transaction was delivered, a proof of delivery was provided on the email that can be used to verify the transaction with GCash. 

  Should the recipient continue to claim non-receipt of the funds, we kindly request that they obtain a mobile money statement for the month of February from GCash in PDF format (not a screenshot), the statement should include the recipient's name, number, and all transactions conducted during the month of February. This will allow us to conduct a more thorough investigation.

  We also initiated a request for a reversal to the local partner. However, *****, the receiving partner, does not handle reversal requests for transactions directly. Instead, the recipient must reach out to GCash directly to explore available options.

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

   

  
  

  Customer Answer

  Date: 03/22/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 03/26/2025

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

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

  We acknowledge the customers request to reverse the transaction, as they believe the funds were sent to the recipient's old GCash number. We understand their frustration, especially given *****'s confirmation that the funds are not present on the old account.

  To address the customers concern, we immediately initiated an investigation with our local partner. This investigation confirmed the transaction was successfully completed. We provided them with the proof of delivery on March 11, 2025, which we strongly advise you to present to ***** to help them trace the funds.

  We want to emphasize that the accuracy of recipient details is crucial for successful transactions. Our application prompts users to verify the information before submission, as our system processes transactions based on the details provided. Unfortunately, this means refunds are not guaranteed when incorrect information is entered.

  Despite this, we made an effort to assist you by requesting a reversal from our local partner. However, ***** has declined this request, as they do not process reversals on their end. Given that the transaction was successfully delivered and we have provided you with the proof of delivery, we recommend you escalate this matter directly with GCash, presenting them with the provided documentation.

   

  Sincerely,

  ********
  Complaints Team
  Sendwave

   

  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 20th, I sent money to a contact I normally send money to. The money was sent then reversed. Send wave sent an email stating a technical error but never refunded the money. I have contacted sendwave multiple times and everytime they state to wait 24-48hrs for them to get in touch with their contact. However it has been 2 weeks now. I have provided statements showing reversals. Money was sent to **** ****** on 02/20/25. Amount sent $105.46. up to now they haven't refunded the money.

  Business Response

  Date: 03/13/2025

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

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

  This letter is in response to the complaint filed on March 5, 2025, with the Better Business Bureau by consumer **** *******. This complaint was received by us on March 6, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the issue that the customer's funds had not been received by the intended recipient. Our goal was to address the customers concerns and clarify the situation.

  It was confirmed that the transaction had been successfully delivered to the local partner, as evidenced by the recipient's bank statement, which indicated that the transaction was initially received on February 20, 2025. However, the statement also noted that the transaction was reversed on February 21, 2025, resulting in the funds being deducted from the recipient's account.

  In response, we coordinated with our local partner to investigate the matter further. The local partner confirmed that a technical issue within their system led to the reversal of the transaction.

  Subsequently, a refund for the transaction was processed on March 13, 2025, which is expected to be completed within 3-5 business days, depending on the banks processing timeframe.
  
  We would like to reiterate our apologies for any inconvenience caused and appreciate your understanding in this matter.
  
  Sincerely,
  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 03/14/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  Thank you BBB for following up on this. The money was refunded.  I appreciate your efforts and may God bless you.
  
  Regards,
  
  **** *******