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:08/08/2023

  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 girlfriend and I were using this Sendwave app. And we were sending money to someone in Africa that she's working with, and something went wrong. So we tried to contact Sendwave by phone and I only got a message saying that my account has deactivated which was wrong. I was told to email them, which I did and chatted with Sendwave ************** I wanted a refund back. So they kept saying that they will get back to me and they never did. I wrote to them several times via email and no response from them at all. I will have to report them to my bank since the amount is still on hold and pending. I will get in touch with my bank. But I would not trust this company at all.

  Business Response

  Date: 08/09/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by **************************************;against Sendwave regarding a refund that was not received. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  The user created an account on the 5th of this month and was able to provide an ID to complete initial verification. The user is set to create a transaction but the recipient is in *****. The system automatically blocked the account and put the transaction on pending for possible scam victim and possible stolen identity for the reason that the user is a non african as well as to protect the users identity. The user just needs to 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
  
  Transaction is already cancelled today dated 9th of August as per request and the user should be getting notification.
  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,
  
  ************

  Customer Answer

  Date: 08/09/2023

  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. 

  [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,

  *****

   

   

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair 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.

  This company has been promising me a phone call for months now and holding up my ability to do business globally. They keep lying and not verifying my account after I submitted all my personal information and they have my credit card information. This is very suspicious and the number they told me to call does not work.

  Business Response

  Date: 07/25/2023

  Good day BBB, 
  
  I am writing in response to the complaint filed by ********************* against Sendwave regarding her Sendwave account not being verified after submitting all her personal information. We take customer concerns seriously and appreciate the opportunity to address this matter. 
  
  Upon investigation, we found that ***** Sendwave account was blocked as a precautionary measure due to suspicious activity detected by our internal security systems. These measures are in place to protect users funds and prevent unauthorized access to their accounts. 
  
  ***** account was forwarded to our dedicated team for additional review and clearing, we have reached out to that team to expedite the review of her account since she also submitted all the information needed to help us proceed with clearing the account. We managed to clear her account based on all gathered information with the help of our dedicated team and effort of tracking the necessary details. 
  
  We were able to communicate with *** today July 25, 2023, and informed her that her Sendwave account  has been cleared and also advised *** what are the preventive actions to keep the account active. 
  
  Moving forward, 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.

  Customer Answer

  Date: 07/27/2023

  [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:07/15/2023

  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 received three verification codes from this company even though I have never heard of them or done business with them. It was a clear phishing attempt or someone pretending to be me.

  Business Response

  Date: 07/16/2023

  Dear Better Business Bureau,
  
  This letter serves as a follow-up response to the Better Business Bureau complaint filed by ****************************
  
  Phishing is a fraudulent practice used by cybercriminals to steal sensitive data, such as passwords, credit card details, or personal identity information. This often involves scam emails or SMS text messages, which prompt individuals to click on links or share private information via malicious websites or messages.
  
  At Sendwave, we prioritize not only securing our website, emails, and text messages, but also our identity verification and account creation processes. During these processes, we ask questions and request documentation to ensure that the account creator is the true identity holder.
  
  Our official email addresses end with @sendwave.com, and our reply-to address will always match. We want to emphasize that we will never ask you to click on a link or provide personal information via email or SMS. You can easily identify phishing emails by looking out for spelling and grammar mistakes, unexpected attachments or shortened links, being pressured to act urgently, formatting, logos, and structure different from legitimate Sendwave emails, and overuse of 'official' language or emails claiming to be from authority figures such as a bank.
  
  We take the security and protection of our customers personal information very seriously. Please do not hesitate to contact us if you have any queries or concerns.
  
  Best regards,
  *****

  Customer Answer

  Date: 07/16/2023

  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.
  
  FAQ
  
  Regards,

  Julianne

   

   

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of send ********************** and have used it numerous times for a couple of years.However, they blocked my account and sent me an email saying that they have permanently blocked my account without any warning ?? or an explanation as to why. They asked me to.provide them with my ID of which I did. I have tried to call the customer service and they tell me that my case is under review. Then later on when I ask for an explanation, they tell me that my account has been permanently blocked.All I need is the account to be reinstated because I haven't committed anything illegal.Your help will be highly appreciated.

  Business Response

  Date: 07/05/2023

  Dear Better Business Bureau, 
  
  I am writing in response to the complaint filed by ************************* against permanent closure of their Sendwave account. We take the customer concerns seriously and appreciate the opportunity to address this matter. 
  
  Even though we do whatever is possible to ensure that our service is free of delays and provide you with the level of service that is expected by our customers, this unfortunate incident can occasionally occur.
  
  As a financially regulated company, we perform checks before we can fully authorize an account and after we have completed the review of their account, we have discovered that the details have not met our selection and approval criteria therefore we have permanently closed the account in accordance with our terms and conditions.
  
  We regret to inform you that we have made the decision to permanently close *******'s account. There are several reasons why we may need to close a customer's account, such as concerns over security or breaches of our terms and conditions. To uphold the integrity of our internal procedures, we are unable to disclose the specifics as it would violate our security policies. 
  
  Thank you for your time and have a wonderful day ahead!
  
  Best regards, 
  ****

  Customer Answer

  Date: 07/07/2023

  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.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:06/16/2023

  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 sent $500 to a beneficiary in *********** via Sendwave since 06/10/2023. The transaction did not go through, I have called at three different occasions with different information given to me on these occasions. First time I was told its a technical Issue between them and the local bank and that I should give it 24 hours to prior they Wil cancel and I will receive a refund, I waited 48 hours and nothing changed, I called a second time and was told they Wil cancel and that I Wil get a mail, the mail I got was to inform me that it is still in progress and the recipient will receive soon. I called and was told my bank is holding to the money but they are working on sort it out so I can receive a refund. Its be a week now and no reverse or email. I called customer service for two days straight now but no response am on hold for over an hour each time which was never the case before now. At this point I believe I have been defrauded and want my money back. I am writing here and Wil take this further if no action is taken. I work hard for my money and cant owe it to a company that is meant to be providing a safe and secure way to send money. PAY ME BACK MY MONEY SENDWAVE!

  Business Response

  Date: 06/17/2023

  Dear BBB,
  
  We want to acknowledge that we have received a complaint from ************************************* regarding a $500 transaction that was sent to *************************. The transaction is still in the pending status since June 10, 2023, and we are waiting for a response from Access Bank.
  
  We have been communicating with our local partner, ************ since June 10, 2023, for the cancellation of this transaction as per the customer's request. We are happy to inform you that our local partner has responded today, stating that the transaction has failed on their end. We have already cancelled this transaction and communicated the update to the customer.
  
  Thank you for your understanding and cooperation in this matter.
  
  Best regards,
  Alex Sendwave

• Initial Complaint

  Date:06/10/2023

  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 attempted to send a transfer on sendwave o the 9th of June but it became on hold pending id verification, which I did as soon as I got the notification. I tried calling dozens of times and chatting. Nothing helped.They stole my funds and are refusing to send it despite my verification and it is more than 24 hours since I verify. I want to cancel the transaction and close my account. I will also chargeback if my money is not refunded.

  Business Response

  Date: 06/12/2023

  This letter is a follow up response with Better Business Bureau complaint from ***************************
  
  When the transaction was initially placed, a request for funds was sent to the customer's bank/card issuer. This process is known as a pre-authorization/authorization hold. It is important to note that this is not an actual charge and no funds are taken from the customer's account at this point.
  
  It was unfortunate that the transaction was cancelled without checking if what's the reason why the status is pending, but we promptly cancelled the request for funds as well since it was requested by the customer. However, it is common for it to take up to 7 days for the funds to become available again, and in some cases, it may take longer depending on the bank/card issuer. 

• Initial Complaint

  Date:06/09/2023

  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 would like to express my dissatisfaction with Sendwave's services. They provided a misleading phone number *************) for customers to activate their debit card. Additionally, during the account setup process, they claimed there would be no fees, but once the account was set up, they made it impossible to cancel it or speak with a representative to request funds or cancel the Sendwave Pay discount. Furthermore, the Sendwave Pay discount did not remit the funds based on the current standard rates. I am requesting a cancellation of this service and a refund of the $20 I paid.

  Business Response

  Date: 06/14/2023

  Dear Better Business Bureau,

  I am writing in response to the complaint filed by ********************* against Sendwave regarding the Sendwave Pay application. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Sendwave Pay is a checking account provided by Sendwave in partnership with *************, Member FDIC. Like any other checking account, our customer could save, spend and send funds within the account.
  
  The ********************** pay contact number to use to activate the card, and report the card lost/stolen is at **************.
  
  We are glad to report that customers concerns were addressed. The cancellation request of the Sendwave Pay account was handled on July 11, 2023 by one of our Sendwave Pay customer care specialists in which the ********************** Pay account was closed and a screenshot was sent to the customer via email as well as confirmation that the $20 deposit can be withdrawn within the Sendwave Application.  On July 12,2023, we sent another email  to the user with instructions on how the $20 deposit can be withdrawn.
  
  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:06/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been doing business with sendwave since 2014 when it was still struggling to establish. We grew up together. It was nice until recently when they suspended and closed my account with no explanation. I emailed, texted and called. Nothing forthcoming. Finally i managed to get hold of someone, and after being on hold for over *********************************************************** *********** who transferred me to another customer care in *****. They declined to inform me the reason why my account was suspended and closed. I was very confused because now I don't know if sendwave follow ***********, ***** or American regulations. I'm a law abiding citizen and all I want to know is why my account was suspended and closed. Please put your reply here so everyone might benefit from it. That's all.

  Business Response

  Date: 06/10/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by ************************* against Sendwave regarding the temporary blocking of their Sendwave account. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we found that ******'s Sendwave account was temporarily blocked as a precautionary measure due to suspicious activity detected by our internal security systems. These measures are in place to protect our users' funds and prevent unauthorized access to their accounts.
  
  Moving forward, 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.

  Customer Answer

  Date: 06/12/2023

  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.]
  Their response is very bogus and quite vague. Reasons:

  The account suspension happened months ago. Where are they at with investigations.

  Nobody has ever called me to ask any question or explain what they are investigating. When are they calling me with detailed information.

  When did the suspicious activities happened.

  Can they forward the police report so I can follow up on it.

  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: 06/14/2023

  Thank you for using Sendwave.
  

  Even though we do whatever is possible to ensure that our service is free of delays and provide you with the level of service that is expected by our customers, this unfortunate incident can occasionally occur. 

  As a financially regulated company, we perform checks before we can fully authorize an account and after we have completed the review of your account, we have discovered that the details have not met our selection and approval criteria therefore we have suspended your account in accordance with our terms and conditions.

  We regret to inform you that we have made the decision to permanently close your account. There are several reasons why we may need to close a customer's account, such as concerns over security or breaches of our terms and conditions. To uphold the integrity of our internal procedures, we are unable to disclose the specifics as it would violate our security policies.  You will not be able to continue using our services for the time being. Please refer to our terms and conditions
  

  Best Regards,
  ***

  Customer Answer

  Date: 06/15/2023

  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. 

  At first you said you couldn't disclose the information because the investigation is ongoing. Then you came up with an excuse of illegal activities from the account. Now it's violation of your terms and conditions. I've gone through your terms and conditions and there was none that was violated by me. So it seems like every time I try to follow up, you always come up with a cooked, generalized explanation because you don't have an iota of truth and or honestly of the issue at hand. I will not rest until I find the truth in this case.
  
  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:06/02/2023

  Type:Service or Repair 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 sent money 520 dollars to ***** on 5/28/2023 through sendwave and the money was never delivered and they have refused or failed to refund the money

  Business Response

  Date: 06/05/2023

  Dear Better Business Bureau,
  
  I am writing in response to ******************* complaint. I would like to clarify that the transaction in question has already been cancelled. As per our review, the transaction was made using the Sendwave Pay Account. In regards to the refund request, the amount of $520.00 should be credited back to ******************* Sendwave Pay balance under Sendwave Pay menu.

   

  Customer Answer

  Date: 06/05/2023

  [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:05/25/2023

  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 aka wave to send money to ******* and my last transaction was on the 23rd. I woke up this morning to see several unauthorized transactions from my account. They took $171 and $249 on the 24th, $299, $280, $299, and $309 today the 25th. My bank account has been drained, and I ended up with overdraft. I called my bank's fraud protection service, reported it, and they canceled my debit card. I called wave (Sendwave) to report it and they told me that they would look into it bit it might take up to 30 days and that they were not sure if I would get my money back. I called the bank and spoke to someone who tried several times to call the wave, but they did not answer. I called them and got an automated message that said , "Your account has been disabled. Goodbye."I cannot reach them anymore and I do not know what to do. I have bills to pay and many things to take care of. I really need that money. They took a total of $1,607.Thank you.

  Business Response

  Date: 05/30/2023

  This letter is in response to the complaint filed on the 25th of May 2023 with the Better Business Bureau by *****************. This complaint was received by ** on May 25, 2023.
  We have researched the nature of this complaint. The consumer has alleged that Sendwave debited six charges worth $171, $249, $299, $280, $299, and $309  from the consumer's bank account without their permission or knowledge and has requested to be refunded in full.
  
  Sendwave has identified that based on the information provided by the consumer, it appears that their account has been compromised. The charges mentioned above match with the transactions created on our platform. Sendwave is unable to cancel as the transfer has been completed. We initiated a reversal on our local partner however was denied by the netwrok provider. We encourage the consumer to contact their bank in order to seek reimbursement for this unauthorized charge.
  In addition, we would like to inform that our Team is trying to reach out to the customer so that we can validate the account take over. 
  
  Should further questions or concerns arise regarding the unauthorized charges, we encourage the consumer to respond on the email our Reviews Team sent. 
  
  Thank you for choosing Sendwave
  
  Kind regards, 
  
  Edlester V
  Sendwave | Payment Complaints