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:12/06/2022

  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 started the process of setting up an account today and was trying to transfer money. I was directed to call the helpline and provided a lot of detailed personal information (bank card, address, email, what stores are located near my home address, where Im physically located, the type of phone I have) and was told by the agent named **** in 2 hours that I would receive another call to finish verifying my account. After 2 hours I called the number ***************** back from my phone and received an automatic message saying your account has been deactivated and the phone hangs up without any option to speak to customer service. The business has blocked my personal number.They help desk has not responded to my email.This is the text message I got from the chat function which is insufficient:Hello Adjoa this is ***** from Sendwave. We've reviewed your account, and unfortunately, we're currently unable to let you send transfers with Sendwave. We're very sorry for any inconvenience. If you have a pending transfer with Sendwave that has not yet been delivered, your transfer will not be complete, and your money will be refunded to your bank account. Thank you.I eventually called using another number and the agent on the phone said I can never use their service and would not tell me why and hung up the phone. Most of my family overseas uses this service and not having access would be an inconvenience. It also is poor practice that it seems I am being blocked from contacting the business. If they were really concerned about verifying my information they would have called back or asked for additional information. This seems to be blacklisting due to prerogative of a specific person (****) as opposed to based in true concern over the verifiability of my information because there should be opportunities to verify information later as initially promised.I would like an answer as to why I am blacklisted and for my account to be instated.

  Business Response

  Date: 12/11/2022

  Hello Adjoa,

  Thank you for contacting us about your issue. 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.

  Customer Answer

  Date: 12/15/2022

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They called me at 1:05 AM which reasonably I missed on Saturday 12/10 and followed up with an email. I replied to their email requesting a time to speak (Dec 14 at 10:30 am). Nobody replied to my email or called me at that time. My number is still blocked by their service so I cannot reach them.
  
  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,

  Adjoa

   

   

  Business Response

  Date: 12/19/2022

  Congratulations! Your Sendwave account is all set up, and youre ready to transfer money to loved ones. Thanks for your patience during the verification process. From now on, your transfers will send within minutes.
  
  It looks like your app is due for an update to access new and improved features! To update your Sendwave app to the latest version please search for Sendwave in the Apple App or ****** Play Stores or you can click the links below:
   
  iPhone: https://itunes.apple.com/us/app/Sendwave-send-money-to-*****/***********?mt=8
  Android: https://play.google.com/store/apps/details?id=**************************.waveremit.app&hl=en_US

• Initial Complaint

  Date:11/29/2022

  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 remitted $123.44 thru Sendwave to a family member on Nov 18th, 2022.Sendwave debited my account twice claiming that it will drop off after speaking to a customer service. It never did. It posted on my account and the cash taken out by sendwave (this is confirmed by my bank). Until to date it's posted to my account and not pending as they claim. On Nov 27th 2022, I did make another transfer and that transaction was of $221.83 to a family member, still processing to date. Even after sendwave customer service assured me that it will be resend within 30mins on 11/27/2022. No clear answers from sendwave when they will get me my refund or resend it to my recipient. Can you imagine if this transaction was for a funeral, school fees or even wedding? All I need is refund for my funds

  Business Response

  Date: 12/16/2022

  Hi ******,
  
  Thank you for reporting this. We're so sorry for the inconvenience this has caused you and we totally understand the frustration and we are glad to clarify.
  As a money transfer business, we place a high priority on safe and secure transfers for customers like you. Its critical that we put measures in place to prevent unauthorized transactions from being made through Sendwave. Sometimes, that means legitimate customers are occasionally affected by these policies. Specifically, we checked your previously pending transaction of $221.83 and can confirm that you were not charged for the transaction sent to ********************* below.
  
  *********************
  Total to be sent: ********* KES
  Partner ID: ***********************
  Tx ID: *********
  
  Concerning your double charge for the transaction sent to
  ***********************
  Total received: ******* KES
  Number of senders: 3
  $123.44 (****** KES)
  Success: QKI2698374
  Partner ID: ***********************
  
  We had already issued you credit for $222 which you had already used for your transaction to
  ***********************
  Total received: ******* KES
  Number of senders: 3
  $1.00 (****** KES)
  Applied Credit $222.00
  Success: QKU2122T3U
  Partner ID: ***********************
  
  Once again, apologies for the inconvenience and rest assured we're here to help until we reach a resolution.
  All the best,
  The Sendwave team

• Initial Complaint

  Date:11/28/2022

  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 has a delete account feature on the app, but it is not functioning. I got an error message and when I called to get customer support I was told my account could only be deactivated and not deleted. It is a security issue to prevent customers from deleting their account and removing all information from the system to prevent future use.

  Business Response

  Date: 11/30/2022

  Hello ******,

   

  Thank you for reaching out to us about your compliant about your account deletion.

   

  We cannot currently completely delete your account, because you have made a successful transaction and we cannot delete your transaction history for legal and compliance reasons. As stated in Sendwave's privacy policy "In general, Sendwave maintains information about each transaction for five years. After that period, Sendwave may destroy such information, and it will no longer be available to you or anyone else. However, there may be circumstances in which Sendwave is required to maintain information for longer periods, if required by law or regulation."
  
  To read more on this please refer to this link https://www.sendwave.com/privacy-policy/us-and-******
  
  Do not hesitate to contact us again.

   

  Regards.

   

  Sendwave Team.

   

   

• Initial Complaint

  Date:11/04/2022

  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.

  OnJuly 19, 2022, when my phone was stolen, an unknown person transferred money from my bank account to Juma Mutebis Airtel account using sendwave. They made a series of 4 transactions totaling to $972. The transactions are as follows; $350, $22, $100, and $500.Unfortunately, the money transfer had already arrived in Juma Mutebis Airtel account. Luckily, I was able to act fast and I got Airtel to stop any withdrawals and block Juma Mutebis account. Furthermore, ****** was able to reverse the money bank to Sendwave, with the intent of giving it back to me. On August 23, 2022, a Sendwave representative, ************ confirmed the reversals were successful. She also was requesting me on how I needed to receive the refund. I informed her that they should send the refund back to my debit card. She later informed me they were unable to refund back to the debit card, and the other option was a credit to my Sendwave account. To which I obliged. However, I havent received the refund and every time I call Sendwave, I am told that the Sendwave finance team is working on it, despite confirming they have the money. Its been over two months waiting for the refund, I havent received any communication from Sendwave or Sendwave finance and also my emails to Sendwave dont get any response. And if they confirmed they have the money, why is it taking them to give it to me? Every time I call, l am told the same story, wait until you hear from us. And I never hear from them. Please, help get my refund back.

  Business Response

  Date: 11/08/2022

  Hello  *****, 
  
  Thank you for reaching out to us. We are more than happy to assist you with your concern. We apologize for the delay in processing your refund of $972.00. We have since followed up with the Sendwave's Finance Team, and the wire transfer has been processed. Please note that the timing of the refund will depend on your bank. However, please allow up to 5 business days for the refund of $972.00 to reflect in your bank account. 
  
  We appreciate your patience. Thank you for choosing Sendwave!

  Customer Answer

  Date: 11/10/2022

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

  Thank you for promptly handling the issue on my behalf.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/21/2022

  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 August 26th, 2022 at exactly ****am I sent $900 to ******* using Sendwave and my mum who is the recipient didnt pick up the money and I got a message from Sendwave that this money will be refunded back in 5 business day, after 5 days I called sendwave and was told to wait for 14 business days that they were working on issuing me a refund. After waiting I was told they never collected any money from me and this happened to my sister as well as we both sent the money the same time respectively but with different banks. What I noticed was the transaction was frizzed out completely from my account like it never took place yet I have all evidences against Fraudulent Sendwave. I took my time to go read reviews and found out that this company has been stealing money from hardworking Africans in the diaspora without issuing a refund or end up blocking them because they dont want to send back their money. Please kind investigate this ************ called SendWave. They are fraudulent report to the *** and **** I want my money back right now and I wont stop till I get my hard earned money!

  Business Response

  Date: 09/22/2022

  Dear Adewunmi, 

  Thank you for reaching out to the Sendwave Complaint Team with your concern. We're extremely sorry to hear about your experience, and we will want to offer some further clarifications on the current issue.

  When you made the transaction of $900.00 on August 26, 2022, with Sendwave, the amount you wanted to send was put on an authorized hold with your bank, but no funds were debited from your account. When your transaction was canceled, the hold was released for these funds to become available again in your account. It is important to note that the reversal cannot be seen on your bank statement, but it can be seen by looking at your available balance, which should reflect an increase for the amount in question.
  
  You can also contact your bank, get ahold of a bank manager or your Bank's Dispute Team who have access to the *************** portal and they can confirm the funds were never completely withdrawn. Please note that your banker does not have access to this portal and only sees the information you already have access to. 

  Our Support Team has sent you an email with information confirming the reversal of the authorization that was put on your transaction.
  

  If you have any additional questions feel free to reach out to us again.
  
  We sincerely apologize for any inconvenience.

  Customer Answer

  Date: 09/22/2022

  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 # ********. 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.

  I reject the response by Sendwave because I have called my bank *********** spoke with the Bank Manager waited for 27days and yet my balance has not increased by $900. Please refund back my $900 you are indeed a scam company why on earth will it over 27 days to get back a reversal of my hard earned money. Reverse back my $900 period point blank. At this time the *** need to look into your business because you are not faithful and truthful to customers. There has been no increase of $900 for over 27days and your support kept referring me back to my bank statement after your dubious company went ahead and frizzed it of my account. I wont rest or leave your fraudulent company alone until I get back my $900.

   

   

  
  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,

  Adewunmi

   

   

  Business Response

  Date: 09/25/2022

  Dear ********, 

  Thank you for reaching back out to us. We understand the reason for your rejection and will like to offer some further explanation. Please note that the authorization reversal as explained in the previous response is a standard process for cancelled authorization. Kindly follow the instructions below for further understanding:
   
  Contact a bank manager or your Bank's Dispute Team who have access to the *************** portal and they can confirm the funds were never completely withdrawn.
   
  They will be able to confirm that no money was taken from your debit card on 08/26/2022. As showed in the previous email, the authorization reversal for the transaction was done on 09/01/2022. Again, please reach out to your bank manager to confirm no money was taken from your account.
   
  Bisiriyu *******************************
  $900.00 ($900.00)
  Tx ID: *********
   
  Please schedule a call with your bank and reply our email with the best time to call you so our Support Team can have a 3-way call with you and your bank to explain the issue further.
   
  Thank you for your understanding!

  Customer Answer

  Date: 09/26/2022

  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 # ********. 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 yourrejection, your complaint will be closed as Answered.]

  I am rejecting this explanation from SendWave because it all lies, in your explanation you claimed that there was authorization or deductions from my account yet I have attached the evidences which showed that $909 was debited from my account on 8/26/22 and on 9/1/22 you claimed a reversal was done. I have called *********** and I spoke with everyone based on your email and they saw that $909 left my account but there was no reversal done. I spoke with the Dispute Team for 34mins and they went through all my transactions one after the other but there was no self acclaimed balanced increase of $909 neither was there a reversal from this fraudulent Company called Wave! All I asked for was a reversal of my $909! Period! Point! Blank! The auth link you sent claiming you made a reversal my bank never saw any reversal. At this juncture kindly refund my $909 because I wont leave your company alone till I get my hard earned money that I sent in good faith with your company. 
  

  Thank you,

  
  Ade.

   

   

   

   

  
  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, 

  Adewunmi

   

   

• Initial Complaint

  Date:08/31/2022

  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.

  Unprofessional customer service. I am a victim of identify theft and I will be filing a lawsuit telling everyone from ***** never to use Sendwave. I will also call police on Sendwave. This business allows money laundering.The customer service agent hung up on me because I asked them why a transaction totalling over $1500 was approved. I am the victim of fraud and identify theft by criminals from Mali, ****, I met the scammers on instagram where they sent me cryptocurrency links using WhatsApp. These criminals also have connections to criminals in the *************. I was strategically manipulated by a scammer named ***** ******************************** and they were able to hack into my bank accounts and deposit a fake check.The check was totalling in the amount of $2000 but was reversed days after. The criminals then used WhatsApp to steal my password and change my information on the Sendwave app. My debit card was removed and replaced with a card from *****. I tried to block ***************************** on instagram but they hacked my phone and were calling my number asking for money everyday. They are also gangsters who record me when I walked to church and I don't know anybody from Africa.I was hurt by these demons and paid the price for it. A thief from Africa resides here by the church and they know exactly who I am now after an insurance/bk outlook. Sendwave did not even bother asking male elfs for ID but I did and shortly after my bag got stolen outside in the same town I heard this is where criminals stalk you and punched me. The church called *********************************** has two pastors running scams in their business.Sendwave should ask more info before allowing transnational interaction with transfers. What if somebody is in a house nearby using the network to manipulate your data ? This situation is scary I have no control over a robbery... I will never use transfer. I needed email help on August 31 but the business has not solved my issue. they are claiming I am delusional

  Business Response

  Date: 09/01/2022

  Dear *****,

  Thanks for sharing your experience. We carried out a detailed investigation and we can see you have already requested several chargebacks for the transactions you recognized as fraudulent.
  Also, one of our fraud managers has reached out to you via phone to provide more information on security and how to make sure your account is not compromised. Please note that Sendwave does not have control over who you share your personal information with. We noticed you have called into our Support Team on several occasions to verify your account, the cards added and the transactions in question.
  In light of all the above, we're unfortunately unable to refund transactions you already requested a chargeback for and we're also unable to reactivate your Sendwave account. We apologize for whatever inconvenience this may cause, and recommend that you use an alternative service.
  If there's any other clarifications, we're always happy to further explain and assist.
  

  All the best,
  

  The Sendwave team

• Initial Complaint

  Date:08/26/2022

  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 sent an amount of $ ****** to my son in ***** through Sendwave app and I received a notification that the transaction has been canceled because it cannot be delivered and the money will be credited to my account. It has been nine months now and it has not been refunded.

  Business Response

  Date: 08/30/2022

  Dear ****,
   
  This is ****** from Sendwave. I am writing to confirm that your Sendwave transfer of $999.00 to ******** ***** Huletey on Friday, 2021-11-26 was cancelled and successfully reversed.  The preauthorization on your debit card for this transfer was reversed, and no money was debited from your bank account. This will not appear as a traditional refund, but will automatically add to your available balance. You can also contact your bank, get ahold of a bank manager who has access to the *************** portal and they can confirm the funds were never completely withdrawn. 

  When you made the transaction with Sendwave, the amount you wanted to send was put on an authorized hold with your bank, but no funds were debited from your account. When your transaction was canceled, the hold was released for these funds to become available again in your account. It is important to note that the reversal cannot be seen on your bank statement, but it can be seen by looking at your available balance, which should reflect an increase for the amount in question. 

  Our team has also sent you an email with details regarding this, where our debit card processor shows the amount of $999.00 to ******** ***** Huletey, sent on 2021-11-26 was not charged and therefore an Authorization Reversal occurred. The pending hold of $999.00 was released because the transaction was cancelled.

  In the meantime, there is a chargeback of $999.00 on a successful transaction. Our Support Team will reach out to you via email with additional information regarding the chargeback and how to resolve this so we can reinstate your Sendwave account for you.

  If you have any more questions or concerns, please let us know by emailing ********************************** We truly value you as a Sendwave user.
  The ********************** team

• Initial Complaint

  Date:07/31/2022

  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 sent $120.00 to my niece on 6/15/22 (Confirmation # xxx-******-k8XJJX) that was never picked up.On 6/25/22 Sendwave cancelled the transaction on 6/25/22 and assured me that the transfer is being reversed. They also indicated that it may take several business days for the funds to become available again in my account.On July 5th, I inquired about when can I expect my refund. I heard nothing from Sendwave. So, I followed up with a phone call to their support line ***************) in which I was placed on hold then the support person came back to ask me to send them my bank statement. Fearing that is suspicious, I contacted my bank on July 11 to find out if a credit was issued by Sendwave for the stated amount. The USbank representative checked my transactions but found no such refund from Sendwave. USbank then issued me a provincial amount of $120.00 to my account pending a thorough investigation.Later, they reversed the initial charge and Sendwave sent me what amounts to a nasty message asking me to contact my bank to request a cancellation of the reversal, then they blocked my account promptly on 7/24/22.I thought that was strange, given that they never refunded my money and they want me to either send them another $120.00 to chime or have my bank cancel the reversal.1. I want Sendwave to provide proof they actually refunded my money so I can take that to the bank.2. I want an apology for the great inconvenience the whole saga has created for me.3. Restore my sendwave account with immediate effect.4. Institute a new refund policy which guarantees refunds will be issued just as promptly as they remove money from client's accounts.5. Add some money to my initial $120.00 to make up for the headaches they've caused me.Thank you.*************

  Business Response

  Date: 08/10/2022

  Hi *****,
  Thanks for reaching out with your issue. 
  Unfortunately it looks like you requested a chargeback for your transaction which resulted in your Sendwave account to be blocked. Kindly call your bank and cancel the chargeback so that you can get access to your Sendwave account again. Our team has also sent you an email with details regarding this where our debit card processor showing the amount $121.20 to *********************** sent on 22-6-25 was not charged and therefore an Authorization Reversal occurred. The pending hold of $121.20 was released because the transaction was cancelled.
   
  For resolution, please share the information below with a bank manager at your bank that has access to the *************** portal who will be able to assist you with reconciliation of your account.
  If you have any more questions, please let us know, we're always happy to help.

  Customer Answer

  Date: 08/17/2022

  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 # ********. 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

   I met with my banker to find out the status of the refund from send wave. I even showed him the screen shot you sent but they couldnt find the credit to my account. Their investigation is still on going and will be completed only after the money is back in my account.

   

  This has taken too long for my taste.
  
  Regards,

   

  Aliyu

  Aliyu

   

   

  Business Response

  Date: 08/22/2022

  Dear Aliyu,
  
  This is ****** from Sendwave. Thank you for reaching back out to us.  We understand the reason for your rejection and will like to offer some further explanation.
  
  When you made the transaction with Sendwave, the amount you wanted to send was put on an authorized hold with your bank, but no funds were debited from your account. When your transaction was canceled, the hold was released for these funds to become available again in your account. It is important to note that the reversal cannot be seen on your bank statement, but it can be seen by looking at your available balance, which should reflect an increase for the amount in question. 
  
  You can also contact your bank, get ahold of a bank manager or your Bank's Dispute Team who have access to the *************** portal and they can confirm the funds were never completely withdrawn. Please note that your banker does not have access to this portal and only sees the information you already have access to. 
  
  Also, we can confirm a reversal of the chargeback which occurred on another successful transaction, and a a result, your Sendwave account has been cleared. Please do not request for a chargeback as this will cause your account to be auto-blocked again.
  
  If you have any additional questions feel free to reach out to us again. 
  
  We sincerely apologize for any inconvenience.