Complaints

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

• Initial Complaint

  Date:09/22/2023

  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.

  I made a transfer with send wave on 3/4/2023. When I put in the amount previous transaction log popped up with my receivers name and I clicked on it as always. Before you send money with send wave for the first time you have to stored the information of your recipient which includes a registered telephone number which send wave verifies and put them into their system.My recipient stop using the number and I started using the new number registered number which I have been using till the day of my transaction. I tapped on the send arrow and it gave the indication that the money is on its way I then saw a different phone number with the name so I called Sendwave immediately to stop the transaction. I then why the money went through with an old phone number and I was told the phone number is probably registered in his name that is why it went through. I then called my receiver to go to MTN ***** who is affiliated with Sendwave in transfer money to ***** to change his name on the registration of the phone number so this doesnt happen again. My receiver went and (1 the phone number was not registered in his name and(2) he was told Sendwave an email to request the money back so the money was blocked from using even though he had already taken 100GHS out of it they were able to block the rest and they will retrieve the money he took anytime he put money on his momo wallet on his phone and sent refund it to Sendwave as they have requested. Sendwave sent me text messages about trying to get the money back every week for about 30 days and they stopped, I started calling them from time to time and each time they assured me that they have requested the funds to be returned to Sendwave and they are waiting on MTN. After several calls to Sendwave and treating to report the case to BBB someone finally told be to send an email to Sendwave and request a refund, I sent an email requesting a refund with an interest and did not receive any response.

  Business Response

  Date: 09/24/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by *********************** against Sendwave regarding the transfer she made for $170.00 that she requested to be refunded. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we requested a reversal for the funds to our local partner for a transaction that has successfully delivered to an inactive phone number that the customer put in on the system and also informed customer that the reversal will take up to 30 days . On March 7, 2023 We have received confirmation with our local partner that the reversal was already initiated. We also sent a follow-up to our local partner with the status for reversal. Please know that we can no longer 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 reversed on their end from that phone number that the ***** put in the system.
  
  We also informed ***** with the status for a reversal that it was already rejected to our local partners(MTN) and they are not able to complete the reversal cannot be reversed due to insufficient funds in the current beneficiary's 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:09/12/2023

  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 used Sendwave app to send money to my naira account in *******. They deducted my dollar since Saturday (September 09, 2023). They are yet to credit my naira account and they have refused to return my dollar. Each time I call their customer care line I get the same response of having issues with their local partner in *******. This is the third time in over a month I've been having this issue with them. All previous issues have been resolved within 24hrs. This time around, it's been over four days with no resolution. These guys are hiding something about their issue with their local partner. I call on the authority to compel them to take out ******* on their currency list pending when they fix their issue with their local partner in *******. I warn everyone that wants to use their platform to send money to ******* should not do it, except you want your hard-earned money held by Sendwave for weeks.The worse part it they keep lying to customers about the issue. I regret using this app

  Business Response

  Date: 09/15/2023

  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ******** - ***************************
  
  This letter is in response to the complaint filed on September 12, 2023 with the Better Business Bureau by *************************. This complaint was received by us on September 13, 2023.
  
  We have researched the nature of this complaint. The consumer alleged in their initial complaint that Sendwave failed to successfully complete their money transfer.
  
  The consumer's unsuccessful money transfer was delayed due to the technical difficulties that our banking partner in ******* is experiencing. Upon reviewing the account, the consumer has been calling numerous times to process cancellation for the transaction which we were able to address immediately but then again due to technical difficulties that our banking partner is having, they were not able to respond to our cancellation request right away.
  
  We have reached out to the consumer and discussed the status of the transaction which we have successfully cancelled. The consumer agreed to the cancellation process. The consumer has already confirmed that their issue has been resolved.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  
  ***

  Customer Answer

  Date: 09/15/2023

  [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. Although issue has been resolved the business needs to do more in terms of complaint resolution. All the customer agents talking to me for five days were only giving the same excuse of technical issues with their local partner without making any effort to get my money returned. How come their supervisor was able to process the cancellation when he received my complaint from BBB? Perhaps my money would still be pending if I had not reported here.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/08/2023

  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.

  - Date of Transaction: 09/05/2023 - Type of Transaction: Money Transfer - Amount Transferred: $544.66 - Confirmation Number: BAN-******-CMP249 - Promised delivery Time: 1 hour.I made the above Transfer with Sendwave with a promise that it will be delivered to the beneficiary account within 1 hour of the transfer. However, even after 78 hours the money is yet to be credited to the beneficiary. I never received any communication from them about the delay so I called the provided support line on their website. I was on hold for about 30 mins before someone picked up. I relayed my complaints and he told me they are experiencing technical issues that I'll have to wait between 24 - 48 hours for it to be resolved and my transfer completed. I told him the money is for payment of an urgent medical procedure and requested to cancel the transfer. But he told me that I am not allowed to cancel the transfer. He also said they'll resolve the issue and get back to me within 48hrs. I never heard back from them. So yesterday (09/07/2023) I went to ****** Play Store and left a review. They replied and said one of their customer service will be in touch with me. That never happened. No one got in touch with me.My Complaints: 1. My transfer is still pending after several days.2. My money is still hung with Sendwave.3. I am not given the option to cancel the transfer and get my money back.My Ask:1. Complete my transfer witjout further delays and credit the beneficiary's account with the transferred amount. 2. Where No 1 above is not possible, cancel the transfer and credit my account with the full amount immediately. Thank you in anticipation of your help.

  Business Response

  Date: 09/10/2023

  Dear Better Business Bureau,
  
  This letter is in response to the Better Business Bureau complaint filed by ******************************
  
  We have received a response from our partner stating that the transfer unfortunately failed, and I sincerely apologize for the inconvenience caused by the non-delivery of your transaction. As we have confirmed the cancellation of the transaction, the funds that were placed on a pre-authorization hold will be released back to your account balance automatically ("normally"). Although the canceled money may not be visible on your bank statement, it can be seen in your available balance (which should reflect an additional amount equal to the canceled transaction).
  
  Typically, the authorized hold is released within a few working days, but please note that it may take longer depending on your bank's processing time. To ensure peace of mind, I recommend contacting your bank and requesting confirmation from **** or Mastercard that the money was never withdrawn.
  
  I want to assure you that Sendwave never wishes for you to be in this unfortunate situation, but there are times when our local partner experiences system problems.
  
  Once again, I apologize for any inconvenience caused, and please let me know if there is anything else I can assist you with.
  
  Best regards,
  ****

• Initial Complaint

  Date:09/06/2023

  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.

  I used sendwave to transfer $250.00 on 9/2/23 and it says pending ID review within 1 day until now 9/6/23. I emailed the help desk and it says I need to go to the app on the Me section and raise my limit to be able to provide my identity but theres nothing there. Then I called the customer service with my phone number and it says my account is deactivated if its a problem go to sendwave.com.account and it doesnt exist. I dont trust this app at all.

  Business Response

  Date: 09/07/2023

  September 07, 2023
  
  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ******** - ***************************
  
  This letter is in response to the complaint filed on September 06, 2023 with the Better Business Bureau by ***************************. This complaint was received by us on September 07, 2023.
  
  We have researched the nature of this complaint. The consumer alleged in their initial complaint that Sendwave failed to successfully complete their money transfer.
  
  The consumer's unsuccessful money transfer was delayed due to account verification that needs to be conducted which the consumer is willing to go through. Upon reviewing the account, the said delayed transfer has been successfully cancelled and should be credited back to the consumer's account in full since it was an unsuccessful transfer.
  
  We have reached out to the consumer and discussed about the status of the transaction which has been cancelled already. The consumer has already confirmed that their issue has been resolved. We also went through the verification process on the account which the consumer was able to correctly answer all the questions needed.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  
  ********;

• Initial Complaint

  Date:08/30/2023

  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 have never done business with this company or even heard of them but yet I am being charged ****** dollars for an unknown reason.

  Business Response

  Date: 09/01/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by ************************* against Sendwave. In regards to the dispute of $500 unauthorized charge from her bank account and for not having an account with **********************. We take this concern seriously and appreciate the opportunity to address this matter
  
  We have tried to contact **************** to gather additional information for further investigation, however she stated that she's uncomfortable to provide it over the phone. We have also tried to contact her through email but we haven't received any response.
  
  In order to further investigate , we need the following information:
  Last 4 digit of the card being charge:
  Date of the transaction:
  Amount:
  
  Thank you for your attention to this matter and we strive to provide the best service possible.

  
  Best Regards,

  ******

• Initial Complaint

  Date:08/30/2023

  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.

  This business is involved in money transfer and they guarantee secured and safe transfers of money to foreign accounts from ********** I made a transfer of $1600 on 8/23/23 to a foreign account to be deposited in the country's currency but the transfer hasn't been posted and I contacted Sendwave after 3 days to cancel the transfer and give me my money back but nothing has happened since. No response and couldn't get hold anyone to talk to about the issue.I also made a transfer of $50 on 8/16/23 to the same person though the money was deposited, it has been recalled without any explanation, leaving the recipient with no money, which means the money was taken back from the person's account. I need the money back.I have tried to contact Sendwave several time but no response. The contact us information they posted is unproductive as it is near impossible to get hold of anyone and no response to email correspondence.I do hereby ask for the full refund of $1650 for the transfers I have initiated.Thank you.

  Business Response

  Date: 09/01/2023

  Dear Better Business Bureau,

  I am writing in response to the complaint filed by *********************************** against Sendwave regarding two transactions sent to her recipient on 8/16/2023, totaling $50, and on 08/23/2023, totaling $1,600. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Regarding the first transaction on 08/16/2023, amounting to $50, the customer claims that the money was taken back from the recipient's account. However, we have confirmed that the $50 was successfully delivered to the recipient's account and has already been deposited back.
  
  Moving on to the transaction of $1,600 made on 08/23/2023, this transaction was canceled on the 25th of August. Whenever a transaction is made using the Sendwave app, the bank holds the funds to ensure there is enough balance in the account for the transaction. When a transaction is canceled, it may take a couple of days for the funds to become available again in the customer's account as the bank reverses the "hold" placed on the funds. We would suggest as well to let the customer contact her bank directly for more details on their authorization hold policy.
  
  Thank you for your attention to this matter. We value our customers and strive to provide them with the best service possible.
  
  Sincerely,
  ************
  Sendwave 

  Customer Answer

  Date: 09/02/2023

  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. 

  
  
  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,

  Olalekan

   

   

• Initial Complaint

  Date:08/23/2023

  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.

  My transaction has been pending since 08/20/2023 and I have not been able to get any help. I sent **** dollars through Sendwave thinking the recipient would be able to receive same day as stated on the website but unfortunately till now the money has not been received. I have requested for cancellation and a refund but all to no avail. If I knew this was going to take this long I wont have used send wave. Your customer service is also very unhelpful in trying to resolve issues as quick as possible. I have sent several emails but got no response. I need my ***** back into my account. I am never going to advice anyone to use sendwave for any kind of urgent or serious transaction. They are almost getting me depressed! I cant afford to have that kind of money stuck. It has really taken a toll on me. Send wave please refund my money!

  Business Response

  Date: 08/24/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ************************************* against Sendwave regarding the transfer she made for $1,570.00 that she requested to be refunded. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found out that there are ongoing technical issues with our partner sending funds to *******. We have received *************'s request for cancellation and have already forwarded it to our partner. We also sent a follow-up today to check the status to see if the transaction had already been canceled. Please know that we can no longer 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 Oluwadamilola an email regarding an update on her cancellation request, and we are closely monitoring it. We will provide an update as soon as we get confirmation from our partner that the transaction has been cancelled successfully. 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:08/23/2023

  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.

  Sendwave cancelled my transaction and deactivated my account without my permission and they have not responded to my chats or email.

  Business Response

  Date: 08/26/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by **** ****** Dingal against Sendwave regarding a transaction  and  an account that was put on hold. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  The user created an account on the 12th of this month and was able to provide an ID to complete initial verification. The user created a new transaction for a new recipient that was never on our record  so the system automatically blocked the account to verify the transaction. Verification can't be done through chat for security purposes.
  The user just needs to call and verify the following:
  
  Purpose of transaction - Please confirm the reason for sending your transactions
  Relationship to beneficiaries - Please specifically describe the relationship to each of your beneficiaries/receivers
  Intended use of Sendwave - Please provide an estimate of how much you are planning to send via Sendwave within the next 12 months
  
  The user already called to verify. Transaction is already showing successful and account is fully verified.
  We value our customers feedback and we use it as an opportunity to learn and enhance our services to better meet their needs.
  
  Thank you for contacting Sendwave,
  
  ************

• Initial Complaint

  Date:08/20/2023

  Type:Sales and Advertising 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.

  Today on 8/20/2023, my debit card has fraudulent pending charges totaling 802.00$I HAVE NEVER HAD A SENDWAVE ACCOUNT IR KNOW WHAT THEY ARE. I cannot get in touch with a single person phone or email. HOW CAN THIS HAPPEN I AM SO MAD WANT THIS PROSECUTED TO THE FULLEST. What company would verify the card the info, how did these criminals get an 800$ charge in my debit card and to pending status?? Come on. Disgusting. On every level I OBVIOUSLY HAVE ALL PROOFS OF EVERYTHING I JUST STATED. Get back to me with answers, and not just empty emails and phone numbers

  Business Response

  Date: 08/21/2023

  Hello BBB,

  I am writing in response to the complaint filed by *************************** against Sendwave regarding fraudulent charges on her card totalling $802.00. We take customer concerns seriously and appreciate the opportunity to address this matter.

  Upon investigation, we found that ***** is not a Sendwave account user, and to help us further investigate the suspicious activity of a non-user ************************ card holder, we may need to ask for verification such as the last 4 digits of the card, the date, and the amount of the charge. Additionally, it also helps us identify if the charge was created by one of the Sendwave account users and be able to flag the account. These measures or verifications are in place to protect our users' funds and prevent unauthorised access to their accounts. We normally advise users and non-users to reach out to their bank and request their money back, also known as charge-backs.

  Moving forward, we are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users and non-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.

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

• Initial Complaint

  Date:08/18/2023

  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.

  Shame on this company. After researching the website, and all the identification verification that is supposed to be done, I call ********. I live In ********* and dont know what Sendwave is. I have never used it. Left work this evening and $1,000 was TAKEN from my bank account, clearly this was fraud and I alerted my bank ASAP. How was someone able to use any of my bank information without verifying I was NOT the person taking the money. This is absolutely scammy and I can guarantee workers are in on it. This just doesnt happen to an average person with no ties to Sendwave.

  Business Response

  Date: 08/19/2023

  Good day,
  
  We have acknowledged and researched the nature of this complaint. Based on the screenshot/image provided by the customer, it appears that she was charged through Sendwave Pay, which is handled by another department. We highly recommend that the customer contacts the hotline for ********************** Pay at **************.
  
  If you have any other questions, please do not hesitate to contact us through our hotline *************** (US/CA) or email to ******************************** We are here to assist you.
  
  Thank you.