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:11/14/2023

  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.

  On 11/09/23, i used Sendware App to send $20 to my brther overseas. I was sured with the phone number and recepient name to be correct. During the processing Sendwave sytem changed the phone number, and had the money sent to different person. When i latter contacted them about the money not send the the right recipient, they convenced me that i did not put the right phone number. However, i put the right phone number, but their system changed it during the processing time.Sendwave is not safe because they systewm should not send money when the name and the phone number doesn't match.

  Business Response

  Date: 11/15/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ******************** with complaint #******** against Sendwave regarding the successful transfer she made on November 9, 2023. This complaint was received by us on November 15th of 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found out that a transaction was made on November 9 for 20$ going to a person that has been part of ******'s recipient list and was successfully delivered 3 minutes after it was made. A reversal was requested and rebutted since the funds are no longer available in the recipient's MTN account. ********************** doesn't have an option in making changes with the information used for the transaction as we only allow users to input all the details using the app. Though ****** mentions that Sendwave is not safe, we notice another transaction after the incident. Despite the claim, we will be crediting the account for the same amount which will be added onto the next transaction.
  
  We sent an email to the user informing them about the credit added to the account. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  ********
  Sendwave
  
  
  
  

• Initial Complaint

  Date:11/14/2023

  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.

  On 12/11/2023 I sent an Amount of 400$ To my Boyfriend Through Sendwave and its Been pending Id Review within 1 day For two days now. And That money was Supposed to help Out For his Business and House Rent But Sendwave said Otherwise. My Account was Debited immediately but it keep saying pending on Sendwave. I have seen loads of complaints against ****************** and I think its high time I delete the App and Account. Another thing is Yall Got a very poor customer service or care center. I have been Stressed out Already. Pls Sendwave Get My money sent out to my Recipient or Refund my Money Pls or else I would have to take this up With The burea **************** thank you. The confirmation number I was Given is BAN-23111339394F

  Business Response

  Date: 11/15/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ************* with complaint #******** against Sendwave regarding the transfer she made on the 12th of November 2023. This complaint was received by us on November 15th of 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found out that the transaction is still pending for the reason that the user needs to verify a few details on the account for us to complete the transaction. Thus, we don't see any contact since the transaction was created. Please know that we cancelled the transaction as of the writing and the preauthorization on the card for this transfer is now being reversed, and no money was debited from the bank account. It may take a couple of days for the funds to become available again in the account, while the bank reverses the 'hold' placed on the funds. It will be better if  *** will contact the bank and have the 'hold' manually removed so the funds will be added to the balance.
  
  An email has been to *** confirming the cancellation of the transaction. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  ********
  Sendwave
  
  
  
  

• Initial Complaint

  Date:11/12/2023

  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.

  ON NOVEMBER 1ST 2023, I TRANSFER $1,000.00 FOR NAIRA EXCHANGE AT N1,171.00/$1.SENDWAVE WAS SUPPOSED TO PAY INTO MY ******* UBA BANK ACCOUNT THE *** OF **************** FRIDAY, NOVEMBER 3, 2023 I NOTICED SENDWAVE SENT N************ 22 TIMES INSTEAD OF 1 TIME.I ATTEMPTED TO REACH UBA IN ******* TO FIND OUT WHAT WAS GOING ON. BUT IT WAS ALREADY EVENING IN *******. HOWEVER, BY SATURDAY MORNING, NOVEMBER 4TH 2023, I NOTICED THAT ALL THE EXTRA 21 TIMES OF ************ WAS REMOVED FROM MY ACCOUNT. I THOUGH ********************** RESOLVED THEIR PROBLEMS.BUT ON TEUSDAY, NOVEMBER 7TH 2023 I NOTICED THAT SENDWAVE HAS REMOVED MY N************ FROM MY ACCOUNT. I QUICKLY REACHED OUT TO UBA BANK IN ******* BECAUSE I COULDN'T GET SENDWAVE ON THE ***** AT THAT TIME.UBA PROMISED TO LOOK INTO IT AND GET BACK TO ME.SAME DAY I WROTE EMAIL TO ********************************** I RECEIVED A RESPONSE FROM SEND WAVE TO SUBMIT MY ******* UBA BANK STATEMENT. ON WEDNESDAY, UBA SENT THE STATEMENT SHOWING THAT SENDWAVE POSTED THE PAYMENT 22 TIMES AND TOOK THE SAME AMOUNT BACK 22 TIMES.I EMAILED THE STATEMENT AS REQUESTED TO SENDWAVE ON NOVEMBER 8TH 2023.I CALLED SENDWAVE AND THEIR REPRESENTATITVE CONFIRMED RECEIPT OF MY EMAIL PROMISING ME THAT SENDWAVE WILL GET BACK TO ME BETWEEN 24 AND 48 HOUR VIA EMAIL.TODAY IS NOVEMBER 12TH, SENDWAVE IS YET TO GET BACK TO ME OR REFUND MY MONEY (N************) BACK INTO MY UBA BANK ACCOUNT.EACH TIME I CALLED SENDWAVE CUSTOMER SERVICE, THEY PRETEND AS IF THEY HAVE NEVER HEARD OF MY ONGOING ISSUE AND KEEP TELLING ME SOMEONE WILL BE ASSIGNED TO LOOK INTO IT AND TO GIVE THEM 48 HOUR TO INVESTIGATE.SENDWAVE REPRESENTATITVES ARE LYING TO ME EACH TIME I CALLED. TODAY, IS SUNDAY, NOVEMBER 12TH 2023.I HAVE SENT THE ******* UBA BANK ACCOUNT STATEMENT TO ********************** NUMEROUS TIMES WITH NO RESPOND FROM THEM.I NEED BETTER BUSINESS BUREAU TO HELP INTERVEIN SO I CAN GET MY MONEY N************ BACK FROM SENDWAVE. KINDLY PLEASE HELP ME.******** O *********************

  Business Response

  Date: 11/13/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by *********************************** with complaint #******** against Sendwave regarding the successful transfer she made on  November 1st. This complaint was received by us on November 13th of 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found out that there were ongoing technical issues with our partner sending funds to ******* where the recipients were being paid or received the funds multiple times. We were able to inform our partner regarding the issue and are fully aware. In addition, we've been reaching our local partner regarding accounts that were affected where funds were manually taken out by the banking partner including the funds that the recipient was supposed to receive. Please know that we can request a reversal for this transactions if ******** insist to get the funds back; hence, for them to be refunded, our partner needs to provide us with confirmation that they have already completed the reversal on their end.
  
  We tagged the transaction as affected and have sent ******** an email. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  ********
  Sendwave

  Customer Answer

  Date: 11/13/2023

  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. 

  BETTER BUSINESS BUREAU                                                        MONDAY,NOVEMBER 13TH 2023
  TO WHOM IT MAY CONCERN
  SENDWAVE DID NOT RESPOND TO MY SEVERAL EMAILS WITH UBA **** STATEMENT ATTACHED SINCE LAST WEEK WEDNESDAY, NOVEMBER 8TH 2023 UNTIL I MADE A COMPLAINT WITH BBB.
  RATHER, I HAVE BEEN TOLD REPEATEDLY EACH TIME I CALLED SENDWAVE *************) TO GIVE THEM 24 *************************** SOMEONE IN THE DEPARTMENT WILL BE ASSIGNED TO LOOK INTO THE MATTER, OR SOMEONE WILL GET BACK TO YOU VIA EMAIL. SUCH ARE THE LIES I KEPT HEARING FROM THEIR REPRESENTATIVES.
  I WOULD APPRECIATE IF SENDWAVE COMMUNICATE HONESTLY WITH ME VIA EMAIL AS THEY PROMISED.

  PLEASE DO NOT CLOSE THIS CASE AS I HAVE NOT RECEIVED MY MONEY (N1,171,000.00) AND ALL THE MULTIPLE FEES INCURED ON MY ******* UBA **** ACCOUT DUE TO THEIR ACTIVITIES AS SHONW ON THE **** STATEMENT SENT.
  
  *********************************** (****************).]
  
  Regards,

  ***********************************

   

   

  Business Response

  Date: 11/15/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by *********************************** with complaint #******** against Sendwave regarding the successful transfer she made on November 1st. This complaint was received by us on November 13th of 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  We are already working hand in hand with  the partner regarding the issue and they are slowly resolving all affected transactions. An email has been forwarded to the partner with the recipient's bank statement attached to resolve the issue faster. We will update ******** via email as soon as the partner confirms that the issue has been resolved. We will keep in touch with ******** until we get the resolution needed.
  
  We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  ********
  Sendwave

  Customer Answer

  Date: 11/15/2023

  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. 

  TODAY IS WEDNESDAY, NOVEMBER 15TH, 2023. SENDWAVE HAS BEEN IN POSSESION OF MY ******* UBA BANK STATEMENT AND DID NOTHING TO RESOLVE THE ISSUE OR REFUND MY MONEY (N1,171,000.00) INCLUDING ALL THE CHARGES INCURED ON MY ACCOUNT DUE TO THEIR MULTIPLE FRAUDULENT TRANSACTIONS.   

  SENDWAVE DID NOT RESPOND TO MY MULTIPLE CALLS AND EMAIL UNTIL YESTERDAY, NOVEMBER 14TH, 2023.

  PLEASE, I AM NOT SATISFY WITH SENDWAVE AND DO NOT TRUST THEM UNTIL THIS ISSUE IS RESOLVED AND ALL MY MONEY DEPOSITED INTO MY ******* UBA BANK ACCOUNT.

  THE REPRESENTATIVES AT SENDWAVE HAVE ALL LIED TO ME REPEATEDLY FOR DAYS WITHOUT ANY ATTEMPT TO RESOLVE THE ISSUE.

  PLEASE, DO NOT CLOSE THIS COMPLAINT ID ********.

  I NEED MY MONEY (N1,171,000.00) INCLUDING ALL FEES UBA CHARGED TO MY ACCOUNT.

  THANK YOU.

  ***********************************

  
  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,

  *******************************

   

   

• Initial Complaint

  Date:11/08/2023

  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 recently started using Sendwave due to a recent trip to ***** and another upcoming trip to *******. Ive only attempted three transfers, one of which I had to cancel (so two completed transactions.) Today I received an email from Sendwave that they have deactivated my account. I tried calling and the voicemail automatically hangs up on me. *** also had a relative call and the customer service rep hung up on me as soon as I provided my account details. They have emailed me back, but have not provided a reason for account deactivation nor a way for me to reactivate my account. I have an upcoming trip for a friends wedding and need to pay for items and services in Naira between now and the wedding. Id like them to provide steps I can take to reactivate my account so I can pay for the goods and services rendered to me.

  Business Response

  Date: 11/09/2023

  Good Day,

  This letter is in response to the complaint filed on 11/08/2023 with the Better Business Bureau by ***********************. This complaint was received by ** on 11/09/2023.
  
  We have researched the nature of this complaint. The consumer created an account with ********************** on 11/01/2023, we regularly conduct reviews of customer accounts. Weve reviewed the account and unfortunately, it doesnt meet our security standards. So the account has been deactivated.
  
  There are several reasons why we may need to close/deactivate a customer's account, such as concerns over security or breaches of our terms and conditions. While we cannot disclose the exact reason for each closure due to legal reasons, we strive to maintain a balanced, fair, and secure review process for our transactions.

  Best Regards,
  ********************
  Sendwave Complaints Team

  Customer Answer

  Date: 11/09/2023

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

  I would like the business to provide a path to reactivate my account so that it is more secure. Deactivating my account without any warning and blocking me from communicating with their support team to resolve the issues is unacceptable.

   

   

  Business Response

  Date: 11/10/2023

  Good day,
  
  This is in response regarding the rejection of the consumer.

  As a highly regulated remittance company, we are dedicated to ensuring the legitimacy and security of every transaction. To adhere to these principles, we have established a set of rules that users must meet.
  
  Upon careful review of ***********************'s account, our team has determined that it did not meet the standard requirements. Therefore, we have made the decision to permanently block the account. As a result, we highly recommend that you consider utilizing alternative platforms for sending money at this time.
  
  Best Regards,
  ********************
  Sendwave Complaints Specialist

  Customer Answer

  Date: 11/13/2023

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

  I'm not satisfied with the business response, but I will take my business elsewhere and use an alternative platform. I believe my account was permanently blocked due to bias because I was in ***** while using the app. My account is my own and I was accessing my own funds, so there was no breach in security. Given that my account is permanently blocked, I would expect that Sendwave deletes my financial information from their systems since there is no longer a need for them to store that information.
  
  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
  

   

   

• Initial Complaint

  Date:10/31/2023

  Type:Order 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 have been using send wave for over 2 years without any issues. Recently Sendwave started delaying delivery of funds sent to loved ones. I made a recent transaction 3 days ago 10/29/2023 in the amount of 484 USD and another transaction on 10/28/2023 in the amount of 41 USD. Send wave has refused to deliver the transaction. Everytime I check on the status of the transaction, it says processing this transfer is delayed. Our team is working on delivering it. It has been over 48hours and the sad part is when you place a call to the customer service, it tells you that your wait time is ****min and 71sec. This doesnt make sense. They are not sending update messages to customers email letting them know what is actually going on. My money is just floating and they are not releasing it back. please I would appreciate if you are able to help me get my money back and I will never in my life do business with send wave again. I am stressed because my husband needs this money for emergency purpose please!

  Business Response

  Date: 10/31/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ************************************* with complaint #******** against Sendwave regarding the transfer she made on October 28th and 29th of 2023 that was not delivered immediately. This complaint was received by us on October 31st of 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found that there were ongoing technical issues with our partner sending funds to *******. We've been reaching our local partner regarding the status of the transactions and eventually the transactions were completed successfully today October 31st of 2023. Please know that we can request a reversal for these transactions if ******* insist to get the funds back; hence, for them to be refunded, our partner needs to provide us with confirmation that they have already completed the reversal on their end.
  
  We have sent ******* an email regarding the status of these transactions and made her aware that funds are already delivered to the respective recipient bank accounts. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  ********
  Sendwave

  Customer Answer

  Date: 10/31/2023

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

• Initial Complaint

  Date:10/21/2023

  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 August 16th 2023, I sent $2400 to ******* to my immediate elder brother, *****************************************, and Sendwave sent me a message that my transaction encountered some kind of error, so the transaction failed, and that they were going to is*** a total refund of the $2400 I tried transferring, but as I write, Sendwave has not sent any refund to me. I am by this medium soliciting your assistance to tell Sendwave to either *** me to Court if they found any offense I committed or refund my money. I am a family man, with monetary responsibilities here in thd ***, and my country of origin, *******.

  Business Response

  Date: 10/25/2023

  October 25, 2023 
  
  Better Business Bureau 
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ******** - ***********************
  
  This letter is in response to the complaint filed on October 21, 2023, with the Better Business Bureau by ***********************. This complaint was received by us on October 22, 2023.
  
  I wanted to provide you with an update regarding the recent complaint filed by *********************** regarding a refund that was not received.
  
  Upon investigation, we have identified that the transaction failed due to a technical error on the part of our partner.
  
  Additionally, we encountered some difficulties with the automatic refund process, which required us to manually refund the amount. As a result, it took longer than expected to process the refund. We have since reached out to our partner in order to retrieve the funds and expedite the refund process.
  
  I am pleased to inform you that we received confirmation from our finance team that the refund was released yesterday, October 24, 2023. And we reached out to the customer and provided the status of the refund; an email with proof of payment was sent for reference as well.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  
  Best, 
  ************ 
  Sendwave Complaints

• Initial Complaint

  Date:10/09/2023

  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.

  Sendwave stole $160.00 from me. They are a money transfer service that fails to transfer money. I sent emergency money to my fiancee and it never arrived. It only says "pending" for 3 days now, when it was supposed to arrive within an hours time as stated by the Sendwave app. I am also filing a local complaint against Sendwave in their state,where their office is located. These people need to put out if business. I had to send even more money through another transfer service to help my fiancee. She was getting evicted for only being about 7 days late in rent. If Sendwave would have completed their side of the money transfer contract. This could have been avoided. I believe that Sendwave is committing fraud. I do not believe that it's a technical issue. There are dozens of complaints in the Internet about this company. DO NOT USE SENDWAVE.

  Business Response

  Date: 10/10/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by *************************** against Sendwave regarding the delay of transfer he made for $160.00. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon reviewing the case, we found that there was indeed a delay in delivering the transaction due to a System Maintenance with the local partner in ********, which it was stated in our Terms and Conditions Part 4.3 "Periods of unavailability may be caused by Sendwave's own acts (such as temporary periods when the Service is taken off-line to make upgrades or improvements), or by events beyond Sendwave's control, such as power outages, telecommunications failures, war or civil unrest, natural disasters or other acts of God". We regret any confusion or frustration this may have caused. The delay was due to an unexpected system maintenance during that period, which resulted in some transactions taking longer than usual to process and deliver.
  
  However, we want to assure you that we take these matters seriously and have taken steps to address the issue. We have identified the root cause of the delay and have implemented measures to prevent similar delays in the future.
  
  We are happy to inform as well that the transaction has now been successfully delivered. The funds should be reflected in the intended recipient's account as of. We understand the importance of timely delivery, and we apologize for falling short of your expectations on this occasion. As a gesture of goodwill, we also awarded $10 to the account for the inconvenience and contacted the customer but was routed to voicemail.
  
  We appreciate your patience throughout this process and thank you for bringing this matter to our attention. Your feedback allows us to continuously improve our services. If you have any further concerns or questions, please do not hesitate to contact our dedicated customer support team, who will be more than happy to assist you.
  
  Thank you again for your understanding, and we look forward to serving you better in the future.
  
  Sincerely,
  
  ********************
  Sendwave Complaints Specialist

  Customer Answer

  Date: 10/11/2023

  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.]

  In all honesty, I made numerous attempts to contact Sendwave during this issue. 2-3 days after I originally tried to contact Sendwave, in my way to work, I was contacted by a person named ****, from Sendwave via email. I asked them to cancel the transaction as I had already sent this money with another money transfer service. I told **** that this money was for an emergency and their untimely delivery and failure to communicate with me left me no other alternative than to use another carrier for the transaction. ***** suggested that I not cancel the transaction. I requested a voice call back rather than back-to-back emails. However, no call was received. I then sent another complaint to Sendwave on their FB page through FB messenger. 

  By this time, several days later (today) I woke up to find a message that the transaction had been completed. However, it still shows up in the Sendwave app as being not completed. Early in the morning Sendwave attempted to call me. But I was sleeping because I work 2nd Shift and get off from work around 1:00-2:AM. So I'm not awake early in the morning. 

  Since the transaction took so long to allegedly complete, my bank cancelled the transaction because it was in clearing/pending status for more than 72 hours. So at least I did receive my money back. However I am still unsure that it was ever delivered to it's destination in ********.

  Let me be clear here. The original reason that this money was sent was for an emergency. The receiver was being evicted from their apartment for non-payment of rent. This money was to keep them from getting evicted. Because the money did not arrive (sendwave- advertises international money transfers in moments on it's page), the receiver was in fact evicted and had to move from their apartment and find housing elsewhere. They had only one day to find an apartment and move all their belongings and pets and I had to send even more money through another carrier, which did in fact arrive in moments. You may ask, how does $160.00 pay for moving into another apartment? Well, it's ******** so it's much cheaper and $160.00 is about ****.**** Baht. So I actually ended up sending 2 more transfers. One for $160.00 to replace the "pending" transfer with Sendwave and another $130.00-About ****.**** Baht, so they had roughly ******.**** Baht for the first months rent and a deposit. 

  Due to Send waves clearing/technical issues and due in large part to their inability to make a phone call to alert me regarding the problem. What could have been avoided with a simple payment, ballooned into a 3 day fiasco and ended up costing me $160.00+$160.00+$130.00=$450.00 and cost another person a couple of days of sweating bullets and a lot of frustration and the fear of being homeless. Being put in an at risk situation isn't so easily made up for, for a $10.00 credit to use the service again at a later date (which I will not be doing). 

  On top of all of this, I read a lot of complaints online about this same type of problem/complaints from other Sendwave customers, some with staggering amounts of charge-backs and fees and even a couple erroneous charges to their debit cards at later dates. So, I thought it in my best interest to lock my account and put a hold on all further transactions, I ordered a new debit card and alerted my bank to the situation until I am able to figure out where the money has gone. If I do find out that the original money was delivered I will be more than happy to reimburse Sendwave, but this whole situation seems scammy to me, in order to charge more money at a later date. It seems to be a pattern as read by examples of testimonies of others who have used Sendwave. 

  In conclusion, I am not angry with Sendwave other than the fact that they are somewhat fraudulent in their advertising. They have terrible customer service and customer contact. So their business seems unclear and to respond to this complaint, citing their "terms of service" when it is directly juxtaposed to it's advertising is also troublesome and warrants further consideration by the company. 

  I will for sure, only use long standing companies like ************* from now on. And I will definitely be going into a location to send money in person rather than using an unknown, online, fly-by-night service that does not deliver on it's advertising. Also, I will  be removing the Sendwave app and not making any further attempts to call Sendwave due to having to wait on hold for more than 20 minutes and using the #2 function to receive a callback that doesn't come for 2 or 3 days. SMH in disbelief. 
  
  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: 10/17/2023

  Hello BBB,
  
  This is in response to ******************************* recent statement.
  
  Based on our review, the alleged delay in delivering the pending transaction to the recipient was caused by a technical issue that our banking partner has been experiencing for weeks. We deeply apologize for the inconvenience this has caused both you and your recipient. We would also like to reiterate the terms and conditions, which state that Sendwave may delay payment of your remittance or experience periods of unavailability due to various factors, including temporary service upgrades or improvements, power outages, telecommunications failures, war or civil unrest, natural disasters, or other unforeseen circumstances beyond our control.
  
  The transaction in question has already been submitted to our local partner in **********. However, due to their technical issue, the transaction was delayed. We have made every effort to expedite the process and have reached out to our local partner to ensure a smooth transaction. Unfortunately, we cannot force them to proceed with the transaction until their technical issue is resolved.
  
  We understand the inconvenience this has caused you, which is why we have provided you with a one-time courtesy credit. We sincerely hope that you will continue to do business with us, considering that this is your first transaction with Sendwave. Moving forward, we assure you that we will do our utmost to meet your expectations and provide you with the excellent service you deserve.
  
  Sincerely,
  ********************
  Sendwave Complaints Specialist

  Customer Answer

  Date: 10/18/2023

  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.

  ...**********? You all told me the technical problem was with your agent in ********. So now the story is different. 

  Additionally, Sendwave returned the money to my account, but then went back in to my account without my permission and deducted the money again. I only authorized one charge one time. Sendwave did that before I could even verify with my receiver if the money ever actually arrived. 

  Due to Sendwaves delay, whatever the reason I ended up paying $320.00 for a $160.00 transfer because I had to send the original final $160.00 twice. Once with Sendwave and once with another carrier **************** after 2-3 days of no communication or confirmation. Now I am awaiting my other money to be returned to me. 

  There is no moving forward. Your services are no longer needed. What should have been a simple transaction turned into a total nightmare for me and about 3-4 days of not knowing what was going on. Had I been a longer standing customer, I may have been more patient. However it was the first (and the last) time that I ever used the services of Sendwave.

  I'm trying to tell you all that you're fired, please just go away and quit bothering me. I won't be using your services again...ever. Your methods are just to sketchy for me. And I've already replaced my debit card because of the experience. Please permanently lose my information, shred it whatever you do. Our business is finished. Unless I don't get my other $160.00 returned, then we will have a much bigger problem because you all went back into my account a second time and withdrew money without my knowledge or my authorization. Better if you all just keep quiet and quit trying to apologize for your botched job at this point.

   

  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:10/07/2023

  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.

  dear BBB,Your help will be highly apprecia*e *o resolve *his issue since i *hink *ha* sendwave don' * pay a**en*ion and don'* even *ry *o resolve cus*omers issues.i have an issue wi*h a *ransac*ion i did using sendwave apk *o send money *o *****.i sen* 70 usd *o a mobile walle* moncash ***** on Oc*ober 2, 2023 *hey *ook *he money from my bank accoun* bu* never send i* *o *he moncash walle*I wro*e *hem *hree *imes *hey keep asking me *o be pa*ien* cause *heir sys*eme has been sho*down i* is really annoying *ha* my *ransac*ion is s*ill pending more *han 5 days They say *ha* *he sys*eme has been sho* down bu* meanwhile i ve made *hree *ransac*ions jus* *o *o *es*, *hey are all delivered successfully Bes* regards,

  Business Response

  Date: 10/10/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ***************************** complaint #******** against Sendwave regarding the transfer she made on October 2, 2023 that was not delivered immediately. This complaint was received by us on October 8, 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found that there were ongoing technical issues with our partner sending funds to *****. We have received  *******'s request a day after the transaction was made and had been contacting our local partner regarding the status of the transaction and  eventually the transaction was cancelled as it is not going through, which was cancelled yesterday 10/09/2023.  Please know that we cannot cancel transactions that have been submitted to our partner routing; hence, for them to be refunded, our partner needs to provide us with confirmation that they have already processed the cancellation on their end.
  
  We have sent ******* an email regarding the disputed transaction and made her aware that funds should be released back to her bank account depending on her bank's posting time after the transaction was cancelled. We will get in touch with our valued customer from time to time making sure this concern is completely resolved. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  Rechie M.
  Sendwave

• Initial Complaint

  Date:09/30/2023

  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.

  I have used this app for over a year now and never had any issues sending money to my fiancee in *************** still send money evey chance I get thanks for that but my problem is that I been going back and forth with them threw emails and afew calls about my refund of $500 dollars that i sent on August 17 2023 that was pending and never was canceled when I asked for it to be canceled took them literally one month to cancel it I understand there is a process that they have to go threw all I am asking is for my refund as soon as possible.

  Business Response

  Date: 10/05/2023

  October 5, 2023
  
  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  Re: Consumer Complaint #******** - *******************************
  
  This letter is in response to the complaint filed on September 30, 2023, with Better Business Bureau by *******************************. This complaint was received on October 2, 2023.
  
  We have researched the nature of this complaint. The consumer has alleged that Sendwave debited the charge from the consumer's bank account amounting to $1,500.
  
  Upon investigation, we found that ******* sent three different transactions to his beneficiary, each amounting to $500.00, on August 17, 2023, totaling $1,500. The delivery of his funds was not successful because we encountered an issue with his beneficiary's account with an error "Monthly transaction amount limit" that caused the funds to not get delivered. Thus, the cancellation was forwarded to our relevant team for a manual refund. Our relevant team confirmed that all three transactions were manually refunded successfully to his bank account.
  
  ******* confirmed that he already received $1,000 out of the $1,500 amount of the transactions, and therefore, we sent an email to ******* on October 2, 2023, updating him that we are closely working with the relevant department for the remaining $500.00 that the customer claims he has not received yet.
  
  Once the relevant team provides us with an update on the remaining $500.00, we will let the customer know as soon as possible.
  
  We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  Sincerely, 
  
  ************ 
  Complaints Specialist 
  Sendwave 

  Customer Answer

  Date: 10/05/2023

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

  I want to reject the response from SENDWAVE because they said they sent my 3 transfers of $500 back and yes I did get 2 of them back but I didn't receive the 3rd one back they said in the response they are working on it now and will let me know I'm just upset cause it is a big headache and has cost me to be behind on my bills please DO NOT CLOSE THIS CASE thank you sincerely ******************************* 

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  Consumer Complaint ********: *******************************
  
  I am writing in response to the issue raised by ******* regarding the remaining $500.00 refund.
  
  **************** has been diligently working to process the payment to the user's card. However, we encountered an issue as wire transfers were not accepted with the provided bank details by *******, and we found out that it's a prepaid card. We have communicated this matter to the user and discussed possible alternatives.
  
  After discussing various options, it was mutually agreed upon to credit the user's ********************** account with the amount of $500. I am pleased to inform you that we have successfully added the $500 credit to the user's account, which can be used by ******* in their next transfer or transaction.
  
  We believe we were able to address and find a suitable solution for the customer.
  
  Thank you, and have a lovely day!
  
  Best, 
  ************ 
  Sendwave Complaints 

• Initial Complaint

  Date:09/27/2023

  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.

  My ID has been pending for two days now and it's stopping me from sending a payment to my husband in ******* it's a payment of $10.23 USD and sendwave has yet to answer any of my emails and no representatives have answered my calls the track number is UBA Bank confirmation: BAN-******-KFL37L

  Business Response

  Date: 09/28/2023

  Dear Better Business Bureau,
  
  I am writing in response to the Better Business Bureau complaint filed by ****************************
  
  I would like to express my sincere apologies for the delay in verifying ************************ account. After carefully reviewing the details of the verification process, it became apparent that we were unable to complete it using the ** initially submitted by the customer.
  
  To successfully complete the verification, our system mandates the submission of a secondary **. I attempted to contact ******************** personally to provide further assistance with the verification process, as it is a necessary security measure for the protection of her account. Unfortunately, I was unsuccessful in reaching her by phone. Therefore, I proceeded to send an email requesting the necessary follow-up requirements.
  
  We kindly request that ******************** consider providing us with a selfie while holding the secondary **. This could be a passport or a national ** issued by the country from which the money is being sent. With these additional documents, we will be able to assist her in completing the verification process and securing her account.
  
  Furthermore, I would like to address the transfer ******************** initiated on 09-25-2023 for the amount of $10.23. Please note that its internal status is currently on hold pending completion of the account verification. We apologize for any inconvenience this delay may have caused. Nevertheless, I want to assure you that these measures are essential in ensuring the utmost safety and security of ************************ Sendwave account.
  
  Thank you for your patience and understanding throughout this matter. Should you require any further assistance or information, please do not hesitate to let me know.
  
  Sincerely,
  ***** B.