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:05/23/2023

  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.

  Money transfer transactions on April 27th for two $500 sent to MTN in were canceled and amount since then has not been refunded. All attempts to contact Sendwave have been unsuccessful. I need my money badly.

  Business Response

  Date: 05/24/2023

  This letter is in response to the complaint filed on 5/23/2023 with the Better Business Bureau by *******************************. This complaint was received by ** on 5/23/2023.
  We have researched the nature of this complaint. The consumer made two transactions on April 27th of this year for a total of $1000 to MTN ***** was successful.
  Sendwave has identified that based on the information provided by the consumer, it appears that the phone number used for those transactions was incorrect. It has been stated in Sendwave's terms and condition number 6, "You acknowledge that any errors in the information you provide, including misidentification of Beneficiary(s), incorrect or inconsistent account names and numbers, or misspellings, are your responsibility". We will communicate with our local partner to do the best that we can for the refund.
  
  In addition, there has been a successful transaction made with the correct phone number going to the same recipient on the same day.
  
  Thanks so much for choosing Sendwave.

   

  Best Regards,
  ******************
  Sendwave | Payment Complaints

  Customer Answer

  Date: 05/31/2023

  [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:05/22/2023

  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.

  Ive been using Sendwave app for months and they were great. The only thing happened was that on April 28th, I am sending money to my homecountry thru Gcash and an error message popped and it was failed. I tried it 3x but to no avail. When I check the history, theres no record of the failed transactions but when I checked my savings account, there were debited amount 3x worth ***** CAD. I was shocked because theres no record of transactions so I assume theres nothing happen with my bank. I tried to contact their cistomer service right away and told me that they did not take the said amounts and I should receive the refund depends kn the process days of my bank. 10 working days passed, no amount has been refunded yet and I called my bank and told me that theres no pending refund or any reversal from sendwave. I tried calling sendwave CS and sent my SOA as a proof that there has been deducted on my account. After that, I didnt hear from them anymore and its been 10 calendar days since I heard them. The total amount is ****** CAD and I badly needed that amount. Its been almost a month now and havent receive any refunds nor update from them.

  Business Response

  Date: 05/23/2023

   

  This letter is in response to the complaint filed on 5/22/2023 with the Better Business Bureau by ***********. This complaint was received by ** on 5/22/2023.

  
  We have researched the nature of this complaint. The consumer made 3 transactions last 4/28/2023 for CAD ***** each, sent to G-cash and the transaction did not go through here in the system all of those transactions failed.

  
  User sent her statement of account last 5/6/2023 wherein there was a charge made for those 3 transactions dated 4/28/2023. However that's where the pre-authorization hold takes place in which when a user sends a transaction through the ********************** App, ********************** immediately places an authorization-hold on the funds in the users bank account.  This freezes the funds but does not remove them from the users account. It can take up to 7 days for the funds to be made available again but some banks/card issuers can take longer. If the money is not back on your account after 7 days, please contact the ************************ of your bank/card issuer (usually the number on the back of your card). They will be able to help give you more information including the date when the funds will be available.
  
  Thanks for choosing Sendwave
  

  
  

  Customer Answer

  Date: 05/23/2023

  Your message about the hold authorization or whatsoever has been already raised to my bank 3x since April 28th until last night. I also mentioned that before on my previous calls on your CSR that theres no pending reversal or any hold from their end. The amounts have been debited as if they were purchased. 
  
  
  I believe you had the recordings of my previous calls mentioning that my bank can reverse the amount right away and will not wait business days if there are really holds from your end but as I confirmed to them many times, theres none of it. 
  
  I called CIBC last night to check if there are new updates or any amounts that has been process by sendwave app for the refund or reversal but still no avail. 
  
  I dont understand why you keep telling that message even if I already told you that theres nothing on my bank account either my bank itself. 
  
  Im so stressed with this incident and my payments in *************** had been delayed because of it. I hope it will solve within this week or soonest possible!
  
  

  
  Regards,

  Zea

   

   

  Business Response

  Date: 05/31/2023

   

  Dear Better Business Bureau,

  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 your 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, but we promptly cancelled the request for funds as well. 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.

  We have tried to investigate the matter further by requesting a full bank statement from the customer. However, we were informed that it was not possible as the month had not ended yet. We provided the reversal reference numbers and advised the customer to track the funds with their bank.

  We are happy to report that we received notification from the customer that the funds were successfully reversed and received.

  Thanks for choosing Sendwave.
  

• Initial Complaint

  Date:05/19/2023

  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 have been using Sendwave for years, but recently I have been displeased with their service. I sent $810 to ******* yesterday. Usually, it gets delivered right away, but has said in the process I called to cancel the transaction so that I can find another way to get the money back home and every time speak to someone, all they tell me is the request to cancel has been submitted and that they are waiting on their partner MTN. If my money cannot be delivered, they need to do a better job and get people their money back. I have never had to wait this long to get a transaction reversed. I will look into other money transfer companies.

  Business Response

  Date: 05/22/2023

  
  
  This letter is in response to the complaint filed on 5/19/2023 with the Better Business Bureau by *********************. This complaint was received by ** on 5/19/2023.
  
  
  We have researched the nature of this complaint. The consumer made a transaction on 5/18/23 for $810 to MTN ******* and was on pending reception by the local partner.
  
  
  Sendwave has identified that based on the information provided by the consumer, it appears that there has been an ongoing issue on the local partner when the consumer made the transaction that leads the transaction on pending. The consumer has been calling ** asking for updates and it leads ** to advising the consumer to cancel and remake the transaction when the issue gets fixed. Funds should show up on the consumer bank depending on its bank financial institution.
  
  
  In addition, there has been a successful transaction made to the same recipient on 5/20/23.
  
  
  Thanks so much for choosing Sendwave.
  
  
  Best Regards,
  ************
  Payment Complaints

• Initial Complaint

  Date:04/30/2023

  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 processed a money transfer on Sendwave app with option of ***** deposit to recipient account. The fund wasnt deposited despite the app showing delivered I reached out to Sendwave customer support who informed me that they cant deposit in Naira against whats listed on the website. The only option is that my recipient bank will forcefully open a USD Domiciliary account on my behalf.I immediately requested a refund and I was told it would take weeks if not month to get my money back or any sort of refund back

  Business Response

  Date: 05/02/2023

  Dear *****,

  Sorry about the inconvenience related to sending funds to *******. However, for now we are unable to send to Naira accounts. This is due to a directive from the ************ of ******* that required all remittances to be paid out in USD and is beyond Sendwaves control. We hope that at some point in the future, we will again be able to send to Naira accounts. However, at this time we do not know when or if it will be possible.

  Concerning your refund, we have contacted GT Bank and we will update you immediately we have feedback. Thanks so much for choosing Sendwave!

  Customer Answer

  Date: 05/02/2023

  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. 

  The option to send to Naira account is still available on the Sendwave app. Theres no time during the transaction that Sendwave mentioned that the fund wont be deposited in Naira. 
  

  The feedback when I called to follow up on why my fund is stuck is that they would open an unsolicited Domiciliary account for me. I have requested refund since Saturday and up till now Sendwave have not refunded or have a clear communication of when to get fund back.

  sendwave partner didnt debit my ** account. ********************** debited my account and they are responsible for refund if they cant provide services they fraudulently advertised as option on their app. Asking customer to wait for their partner before any feedback is provided is simply a fraud 

   

  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,

  Yinka

   

   

  Business Response

  Date: 05/05/2023

  Hello *****,
  
  We completely understand how you feel. If your recipient currently has a ***-domiciled account, the bank will re-route the funds to that account. If your recipient doesnt have a ***-domiciled account, their bank will open a *** account for them automatically, when you transfer to their Naira account. This process can take up to 24 hours.
  The bank will then deposit the *** funds into the newly created ***-domiciled account. All your future transfers to this recipient should be sent to the ***-domiciled account number. This is why the app shows deposit to Niara account.
  
  The transaction was delivered and a reversal has been requested from our partners. The process can take up to 30 days. Well keep you posted with regular SMS text notifications every few days. Sorry about the inconvenience caused.
  
  Thanks for using Sendwave.

• Initial Complaint

  Date:04/21/2023

  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 the 8th of April, I made a transaction to nGhans which did not register in my account so I resent the money only to find it's been sent twice. I called to request a reversal of one, assuming it'll be a day or two.I however contacted them via Chat / Text on the 11th to cancel the reversal, not to request the refund. I have since sent 4/5 test messages, Tel Call and an email to that effect but I'm still receiving messages that they are attempting to reverse my money.The money was taken back from my Bro's account regardless on the 16th of April but still not refunded back to me. Nobody cares to actually respond to any of my communication and still in limbo.Very very poor ************* and to say I am disappointed is an understatement.

  Business Response

  Date: 04/22/2023

  Hello *****.
  

  Sorry for the inconveniences caused. We received your request concerning your transfer to *********************, for 230.00 sent on Sa, 23-4-8
  
  The process can take up to 30 days. Well keep you posted with regular SMS text notifications every few days. 
  
  If you have any questions, just reply to this email, or call the Sendwave 24/7 helpline on **************.
  
  Thanks for using Sendwave.

• Initial Complaint

  Date:03/21/2023

  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.

  I have been using Sendwave for years, but recently I have been displeased with their service. I sent $750 to my home country 5 days ago. Usually it gets delivered right away, but has said in process I called to cancel the transaction so that I can find another way to get the money back home and every time speak to someone, all they tell me is the request to cancel has been submitted and that they are waiting on their partner . If my money can not be delivered, they need to do a better job and getting people their money back. I have never had to wait this long to get a transaction reversed. I will look into other money transfer companies.

  Business Response

  Date: 03/22/2023

  Hello Yaa,

   

  We very much appreciate you bringing this to our attention.
   
  After investigating the issue, we have concluded an error occurred on our part which caused the transactions to be cancelled.
   
  We sincerely apologize for this inconvenience. The preauthorization on your debit card for this transfer is now being reversed, and no money was debited from your bank account
   
   It may take a couple of days for the funds to become available again in your account, while your bank reverses the 'hold' placed on the funds.
   
  If you have any questions about this, just reply to this email, or call the Sendwave 24/7 helpline on **************.
   
  Thanks for choosing Sendwave! 

• Initial Complaint

  Date:03/20/2023

  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 ****** pesos to my wife in theI sent ****** pesos to my wife in *************** last Saturday March 18 as her food groceries for our family and children monthly. It normally takes few minutes until my wife receives the money i sent but this time 2 days had passed and she never received it in our joint account at ********** NATIONAL BANK IN ***************. I called sendwave customer service in the past 2 days and nothing happened. After, I received an email from sendwave saying it was successfully deposited into our account, we checked and discovered that nothing was deposited still. I called our bank again in *************** and gave them the tracking number that I was given by sendwave customer service to give it to our bank and our bank checked the tracking number and stated that there is no money transfer that is on pending from sendwave or whatsoever! This really really scares me and really worries me bec I trusted sendwave and this happens to me. My family needed money for food and this happened to me!

  Business Response

  Date: 03/22/2023

  Hello ****,

   

   Thanks for getting in touch about your transfer and sorry for the delay in the delivery of your transaction. To help us confirm the funds were not delivered can you please send us a PDF form of bank statement that shows your balance for the three full working days, immediately after the transaction was sent, on 18th of March 2023. The statement you sent us earlier was a screenshot which is not accepted.

  
  Please send the bank statement as an attachment, from the email you use for your Sendwave.
  
  Thanks for your patience, we look forward to receiving your documents.
  
  If you have any questions, just reply to this email, or call the Sendwave 24/7 helpline on **************.
  
  Thanks for using Sendwave.
  

• Initial Complaint

  Date:03/14/2023

  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 February 25, 2023 I sent $900.00 to my brother ************* Hi at 11:15pm. I sent another $300.00 on February 26, 2023. I called him immediately after and he said he never received either payment. I called sendwave to inform them that money was never received and they said they will refund me both payments. Now over 2 weeks later and I have received nothing and their app wont open up.

  Business Response

  Date: 03/15/2023

  Hello ***,  

  Thank you for your compliant. Weve received your request concerning your transfer to *********? Hai, for $350.00 and $900.00 sent on 23-2-26 and 23-2-25 respectively.

  Were working hard to reverse this transfer as of 23-2-26, but we cant guarantee it will be successful, at this stage.
  
  The process can take up to 30 days. Well keep you posted with regular SMS text notifications every few days. 
  
  If you have any questions, just reply to this email, or call the Sendwave 24/7 helpline on **************.
  
  Thanks for using Sendwave.

• Initial Complaint

  Date:12/25/2022

  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.

  Fraudulent Activity On December 21, 2022, I sent $999.00 to a friend in *****. He said that he did not receive the money. On December 22, 2022, I called and sent an email to Sendwave to check the status of the transfer. The representative said Sendwave was having network issues and it should be resolved within an hour. The transaction changed fro pending to delivered. I contacted my friend to check if he had received the money My friend said that he did not receive the money. On December 23, 2022, I called and sent another email to Sendwave . ******* from Sendwave advised me to have my friend contact ********** in *****. I sent an email to AirtelTigo in ***** and asked my friend to contact ****** also. ********** said the transfer was not successful and my friend did not receive the money. AirtelTigo advised me to contact Sendwave. On December 24, 2022, I requested an immediate reversal of my money from Sendwave. ********************** from Sendwave said that they are working on the reversal it cant guarantee that it will be successful. This is very disturbing and frustrating. I am filing a complaint with my bank, the **************** of ******* and ************************************ for fraudulent activity.Date of experience: December 21, 2022

  Business Response

  Date: 12/29/2022

  Hi Dr *************************** for reporting your issue. We are sorry it took longer than expected to have the transaction to ********************* for $999 delivered. However the transaction was successful on the 22-12-21. Find the proof of delivery attached. 
  
  A reversal requested has been made 7days ago. Please note as the transaction was successful we can only wait for the reversal process to complete which is ************************************************************************************************************* the recipient's account, at this stage.
   
  We encourage you to ask the recipient for a mobile statement showing non delivery for further investigation. Well keep you posted with regular SMS text notifications every few days. 
  
  If you have any questions, just reply to this email, or call the Sendwave 24/7 helpline on **************.
  
  Thanks for using Sendwave.
   

  Customer Answer

  Date: 12/30/2022

  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 # ********. The recipient provided a screenshot of his mobile wallet statement at Airtel in *****. Please see attachment. The statement shows that the transaction failed for the amount of ******* cedis ($999.00 usd) on December 21, 2022.  Again, the recipient never received the money. Request immediate return of my money. Thank you. 
  

  with respect,

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

  Business Response

  Date: 01/08/2023

  Hello ******,

  I am reaching out regarding a transaction to ********************* of $999.00 (******** GHS). Please accept our sincere apologies for the long time it has taken to resolve the issue. We have been in touch with our partners who confirm that the recipient has been contacted by their service provider and assisted with accessing the funds. 
  
  Were sorry that youve recently had issues using Sendwave. Wed like to thank you for your patience with a gift of $20 free credit.
   
  Weve added $20 to your Sendwave account. This will be added to the amount of your next transfer. For instance, if you send $1, your recipient will receive $21, in their local currency.

• Initial Complaint

  Date:12/18/2022

  Type:Billing 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 joined Sendwave on 11/15 in order to make payments to a friend in *****. Every step of the process to set up the app before the transfer went smoothly, including adding my personal and bank account info. I even called their support number to confirm that I was understanding the process of transferring to ***** correctly. Even when I made the payment on 11/17, everything seemed to have workedI received an email saying that the money ($716.07) had been sent, and I was asked to upload my drivers license for identity verification. Almost immediately after uploading my (very much valid) drivers license, I got several emails and notifications saying that my transaction was cancelled and my account was suspended. No reason was given in any of this communication, and whenever I call the support number now and automated recording says my account was suspended and it hangs up. Multiple emails to support have gone unanswered for over a month now, including the most recent one requesting that they please delete all my data. Interestingly, the app still opens and it appears that Im logged init even sends me promotional notifications still. Fortunately it at least allowed me to unlink my bank account data, but I do apparently still have an account that is impossible to delete. I trusted this company going into the process, but the timing and lack of effort to resolve anything is very suspect. Its one thing for this to happen with a retail transaction, but another thing for a money transfer service to lock someone out as soon as all their personal information has been collected.

  Business Response

  Date: 12/19/2022

  Hello ******, this is ******* from Sendwave.
  
  Thank you for reporting this. We are sorry for any inconvenience caused. 
   
  We tried to call you earlier, but we missed you. Wed like to have a quick chat about your Sendwave account. When would be a good time to call you back? Let us know by replying to this email.
  
  Thanks for using Sendwave.
  
  
  Elfy N.
  SendwaveTell us why here...

  Customer Answer

  Date: 12/19/2022

  [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:
  

  Sendwave support has since emailed and called me. It sounds like the account was suspended because I used my device to help a co-worker set up her account. They were able to un-suspend my account with some additional identity verification, which resolved the issue.

  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,
  
  *****************************