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:02/26/2025

  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 Jan 13, 2025, I initiated a money wire ($1006.00) through Sendwave company but canceled the transaction within 20 minutes. Sendwave told me they will reverse the money ($1006.00) within ************************************************ is: *********** Customer number: ******

  Business Response

  Date: 03/04/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******** F *****

  This letter is in response to the complaint filed by consumer ******** F ***** with the Better Business Bureau on February 27, 2025. 

  The transaction in question, amounting to $1,006.00 (********* GHS), was successfully processed but later reported to have been sent to an incorrect number.

  Once a transaction is successfully completed, we are unable to process a cancellation. However, we offered to initiate a reversal process, which Ms. ***** accepted. We advised her that the typical timeframe for reversals is up to 30 days, with no assurance of success. Unfortunately, the reversal request was rejected on February 20, 2025. Ms. ***** provided a reference number (***********) from ***, and we sent a follow-up email to our partner with this reference. As of March 4, 2025, our merchant partner confirmed that the reversal process has been fully exhausted and formally declined.

  We regret that we were unable to retrieve the funds and cannot process a refund for this transaction. We emphasize the importance of thoroughly checking transaction details before confirming, as changes cannot be made once a transaction is processed. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave
  

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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.

  Kenyan scammers, got us to pay them 8 times for over $250 using this app. They are not giving me my money back.

  Business Response

  Date: 03/04/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ***** *******

  This letter is in response to the complaint filed by consumer ***** ******* with the Better Business Bureau on February 26, 2025. 

  Mr. ******* reported being scammed by the recipient of a money transfer, resulting in a loss of $257.66. We understand the distress and financial hardship that such incidents can cause, and we empathize with Mr. ********* situation.

  We acknowledge that Mr. ******* was deceived by the recipient, and we recognize the convincing nature of scams that can affect anyone. However, our terms and conditions clearly emphasize the importance of sending money only to individuals you trust. Specifically, Section 3.3 of our Services Restrictions advises that using our services for commercial transactions is at the user's own risk. We are not liable for losses incurred due to such transactions, as outlined in our agreement.

  At this point, we cannot refund the transferred funds. We strongly recommend that Mr. ******* contact his bank immediately to report this fraudulent transaction and follow their protocol for handling such cases. Banks often have procedures in place to assist victims of scams. Additionally, we suggest that he report this incident to his local police department, as they may be able to conduct an investigation. If the authorities contact us, we will cooperate fully by providing necessary details to support their inquiry.

  We appreciate your attention to this matter and are confident that our policies and procedures align with industry standards. We are committed to providing secure services and educating our users about the risks associated with scams. 

  Sincerely,

  Rejekka C.
  Complaints Specialist
  WorldRemit

  Customer Answer

  Date: 03/04/2025

  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. 

  Hello, I contacted WorldRemit about the one charge from one of my cards, but the scammers were actually able to get several charges through with my wife, as she thought she was working with our airline on a refund.  I think WorldRemit needs to put some safeguards in place when several cash transfers happening consecutively between an account that had just opened and another in a far away country are happening.  It was just too easy for the scammers to get us to transfer our money, once they convinced us they were our airline.
  
  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,

  Marco

   

   

  Business Response

  Date: 03/10/2025

  Better Business Bureau

  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  RE: Consumer Complaint ********: ***** *******
  

  This letter is in response to the complaint filed by consumer ***** ******* on February 26, 2025. Mr. ******* reported being scammed by the recipient of a money transfer, resulting in a loss of $257.66. We understand the distress and financial hardship that such incidents can cause, and we empathize with the customer's situation.

  As outlined in our terms and conditions under Section 3.3 Commercial Transactions, using our services to pay for goods and services is at the customer's own risk. We are not responsible for the quality or delivery of any goods or services paid for using our services, nor are we liable for any losses incurred as a result of such transactions.
  
  Furthermore, as stated in Section 15.2 Third-party Website Links and Content, any external links to third-party websites or content are provided as a convenience and do not imply endorsement. The customer accesses such sites at their own risk. This is particularly important as scammers often use convincing websites to deceive victims. WorldRemit does not have control over the content or authenticity of external websites, and we strongly advise the customer to exercise caution when interacting with unsolicited communications or unfamiliar websites.
  
  Given these terms, we cannot refund the transferred funds. However, we strongly advise the customer to contact their bank immediately to report these fraudulent transactions and follow their protocol for handling such cases. Banks often have procedures in place to assist victims of scams. We also recommend that the customer report this incident to their local police department, as they may be able to conduct an investigation. If the authorities contact us, we will cooperate fully by providing the necessary details to support their inquiry.
  
  We appreciate your attention to this matter and are committed to educating our users about the risks associated with scams and providing secure services.
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  WorldRemit 
  

• Initial Complaint

  Date:02/21/2025

  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.

  The business consistently refuses to rectify any issues that arise while transacting with them. They provide a money transfer service but do not refund your money in the event that they fail to deliver the funds to your recipient

  Business Response

  Date: 02/25/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ***** ****

  This letter is in response to the complaint filed by consumer ***** **** with the Better Business Bureau on February 21, 2025. 

  We are writing in response to the complaint filed by ***** **** regarding issues with a money transfer transaction through Sendwave. We appreciate the opportunity to address these concerns and provide clarity on the matter.

  We acknowledge that Ms. **** has reported a disputed amount of $1000.00, stating that the funds were not delivered to the intended recipient. Upon reviewing our records, we were unable to locate a transaction matching the disputed amount on Ms. ****'s account.

  To further investigate this matter, we kindly request that Ms. **** provide additional details about the transaction, including any relevant documentation. Specifically, we require an official bank statement for the date of the disputed transaction to verify the claim. 

  We are committed to ensuring that our customers receive the best possible service. If our investigation confirms that Sendwave was at fault, we will take immediate action to rectify the situation, including issuing a refund if necessary. We value transparency and customer satisfaction and will work diligently to resolve this matter promptly.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:02/19/2025

  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.

  The remittance transaction was sent to my father for emergency purposes. Sendwave texted me that the transaction was canceled with no specific explanation why. I have been a client for many years. I checked my bank and I found out that they have already withdrawn the money. The following day I requested Sendwave to refund me the money immediately because I needed to send it to my family for an emergency. Sendwave indicated that they were going to expedite it. To this day I have yet to receive my refund. They are holding the money that I need to help a family member who is in a life/death situation. I have no other funds available to send and I feel helpless.

  Business Response

  Date: 02/22/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint # ******** : ****** F *******

  This letter is in response to the complaint filed on  February 19, 2025, with the Better Business Bureau by consumer ****** F *******. This complaint was received by us on February 20, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the issue that the customer's transactions are being cancelled. Our goal was to address the customers concerns and clarify the situation.

  Regarding the customers recipient, **** *. *********, it was noticed that the transactions were being cancelled automatically. Upon checking the system, the reason identified was "Invalid beneficiary account." A possible reason for this issue could be that the recipients account is unable to receive transactions or the account information is incorrect. It is highly recommended that the recipient contact his bank first to verify his account before attempting to send another transaction.

  Concerning the recently cancelled transaction, if there is no longer any sign of the transaction on the customer's bank account, it would indicate that the bank has already released the funds back. This process is not a regular refund, meaning there would not be a (+) shown on the account from **********************. Since the transaction was still pending, the bank would simply remove the pending transaction from the statement and add the amount back to the available balance. It is suggested to contact the bank directly for more details about their authorization hold policy.

  If the customer claims the transaction is still visible on the bank statement, the customer is encouraged to provide a running bank statement within three days of the transaction date so that further investigation can be conducted.

  
  Best Regards,

  ******** *.
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 02/22/2025

  [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:02/18/2025

  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.

  A complaint against Sendwave WorldRemit Corp. dba WorldRemit dba Sendwave dba Zepz *********************************************************************************************** Tel. ************** ****************************** On February 12th 2025 I sent money to my cousin using sendwave.The money wasn't delivered till today 02/18/25 but the money was deducted from my account that same day.Ive called sendwave money transfer and spoke to multiple representatives but all of them give me different stories.The customer service representatives send the case to an escalation team every time I call and they tell me I should receive a response within 24 to 48.After waiting for 48 hours with no response,I call back and still get the same result.I kindly need help resolving this issue because I'm afraid Sendwave is fraudulent at this point and I might never get my money back

  Business Response

  Date: 02/24/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: *** ***** Rahma

  This letter is in response to the complaint filed by consumer *** ***** Rahma with the Better Business Bureau on February 19, 2025. 

  The customer has complained regarding a transaction that was initiated on February 12, 2025, to ******** Amaka *********, amounting to $150.00 (********** NGN), because the transaction experienced a delay that ultimately led to the customer deciding on cancellation.

  On February 13, the customer contacted us to request a cancellation, which was then forwarded to our merchant partner for processing. Due to an ongoing issue that affected this reported transaction, the cancellation also took time and was ultimately canceled on February 19, 2025.

  Please know that the transaction was canceled under a preauthorization hold. The funds for this transaction were placed on hold by the customer's bank, and ********************** would only have received the funds if the transaction had been successfully delivered. Since the transaction was canceled, the held funds should be released back to the customer's available balance, depending on their bank's processing time, normally within 3-7 business days.

  Additionally, we kindly ask the customer to review their official bank statement (not a screenshot from online banking, but the official PDF document) to confirm that there was no official charge on their account on February 12, 2025. This will help verify that the funds were not deducted.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave 

  Customer Answer

  Date: 02/24/2025

  
  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 #********. The business refunded my money on 02/19/2025 at 7:36am CST.I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:02/17/2025

  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.

  Today it's been 5 days since I requested a $250 transfer to ******, the money has already left my account but until today (5 days later) the money has not arrived for the sender. I contacted Sendwave to complain and they only told me that It was having an internal problem with the local partner, but they didn't know how to tell me when the problem would be solved. They wouldn't know when my money would be delivered. And in the app there is a promise of delivery of 20 minutes to ******. I already sent email for ******************************* since Thursday( 02/13) and nobody had answered it. They have no care, commitment and responsibility with their clients. I requested a cancellation Saturday (02/15) but until now I Didnt receive a confirmation email, but I have a reference number ********. And my receipt #BAN-250212-PX0M09. I want my money back ASAP.

  Business Response

  Date: 02/20/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ***** Do ****** **********

  This letter is in response to the complaint filed on February 17, 2025, with the Better Business Bureau by consumer ***** Do ****** **********. This complaint was received by us on February 18, 2025.

  We expressed gratitude for the customers feedback regarding their recent experience. We offered our apologies for the inconvenience encountered during the transaction, particularly noting that the customer's funds had been placed on hold for an extended period. We aimed to address the customers concerns and clarify the situation.

  We acknowledged that, on the day of the transaction, our local partner's system suffered a technical issue, which likely led to delays in processing times and the cancellation of certain transactions. Regrettably, the customer's transaction was among those that were cancelled due to this issue. We recognized the urgency of the matter and we assured the customer that we made every effort to communicate with our partner regarding the transaction. 

  Regarding the refund, if the customer no longer sees the transaction on their bank account that would mean their bank has already released the funds back to them. This is not a regular refund where they will see a (+) on their account from **********************. Since the transaction was still pending, the bank will just remove the pending transaction from their statement and add the amount back to their available balance. They may contact their bank directly for more details on their authorization hold policy. 

  We affirmed our commitment to continuously improving our systems and processes in order to minimize delays and enhance the overall experience for our customers.

  Sincerely,
  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 02/20/2025

  [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:02/04/2025

  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 money to ***** through Sendwave money Transfer on 12/24/2024 and 1/16/2025 a total of three transactions. When I sent this money it did not go through but the app kept indicating the money was being processed. I assumed the money had gone through coming to check later the after about 5 days the app indicated that the transactions were cancelled. I assumed my money was refunded until I checked my bank today and realized that I was charged for all these transactions but yet they were cancelled. I called Sendwave today they insisted that they refunded the money to me yet they did not. Please help me get a total of $100. Am attaching a copy of all the evidence. Thank you.

  Business Response

  Date: 02/09/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******* Kasivwa *****

  This letter is in response to the complaint filed by consumer ******* Kasivwa ***** with the Better Business Bureau on February 5, 2025.

  Ms. ******* complaint concerns a refund for three transactions sent to *****: two on December 24, 2024, and one on January 15, 2025.

  The transaction details are as follows:

  - December 24, 2024, to ***** ******, $25.00 (***** KES) - Canceled on December 27, 2024.
  - December 24, 2024, to ****** Kalivizi Kagunza, $20.00 (***** KES) - Canceled on December 27, 2024.
  - January 15, 2025, to Dyphina Asiba, $65.00 (***** KES) - Canceled on January 16, 2025.

  These transactions were canceled under a preauthorization hold. This means that when Ms. ***** initiated the transactions, her bank provisionally deducted the funds to reserve them for Sendwave. 

  Sendwave only receives the funds if the transaction is successful. As these three transactions did not reach final status, they were canceled. In such cases, the ************** is responsible for returning the funds to the customer's available balance, depending on the banks processing time. This typically takes 5-10 business days from the cancellation date.

  We recommend that Ms. ***** review her December 2024 and January *********************** PDF format to verify whether the deductions were actually processed on the transaction dates. If Ms. ***** disputes this resolution, we request that she provide her December 2024 and January *********************** PDF format, rather than screenshots, for further review.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave

  Customer Answer

  Date: 02/11/2025

  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. 

  Am in receipt of communication from Sendwave. As requested, i have attached herewith copies of my bank statement for months of December 2024 and January 2025 for your perusal.  

  Business Response

  Date: 02/12/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  RE: Consumer Complaint ********: ******* Kasivwa *****
  
  This email addresses the complaint filed by ******* Kasivwa ***** concerning three transactions, specifically her rejection of our initial findings. We acknowledge receipt of this rejection on February 11, 2025. We appreciate the customer for providing her bank statement, which has aided in our comprehensive review.
  
  The transactions in question are:
  
  December 24, 2024, to ***** ****** - $25.00
  December 24, 2024, to ****** Kalivizi Kagunza - $20.00
  January 15, 2025, to Dyphina Asiba - $65.00
  
  Our initial communication indicated that these transactions were not charged to Ms. ******* account. The provided bank statement has been crucial in reconciling our records and enabling a more detailed explanation.
  
  Clarification of December 24, 2024, Transactions:
  
  Our records show that Ms. ***** initiated 32 transactions between December 8, 2024, and December 31, 2024. To provide a clear understanding, we present a comprehensive list, detailing the recipient, amount, and date each transaction was charged:
  
  December 8 - ******* Kasiera - $32.00 - Charged on 12/08
  December 9 - ******* Aseneka - $10.00 - Charged on 12/09
  December 9 - *** Aseneka - $8.00 - Charged on 12/09
  December 12 - ****** Kasiera - $12.00 - Charged on 12/12
  December 12 - ****** Kalivizi Kagunza - $15.00 - Charged on 12/12
  December 13 - ***** Kasiera - $12.00 - Charged on 12/13
  December 13 - ******** Amagove - $327.00 - Charged on 12/13
  December 13 - ********* ******** ***** - $100.00 - Charged on 12/13
  December 13 - ******** Amagove - $40.00 - Charged on 12/13
  December 13 - Dyphina Asiba - $16.00 - Charged on 12/14
  December 14 - ********************** $59.00 - Charged on 12/14
  December 15 - **** Aseneka - $16.00 - Charged on 12/15
  December 15 - ***** ****** - $30.00 - Charged on 12/15
  December 16 - **** Misoga - $40.00 - Charged on 12/16
  December 16 - ******* Aseneka - $10.00 - Charged on 12/16
  December 19 - ****** Ajanga - $16.00 - Charged on 12/19
  December 21 - ******* ***** - $4.00 - Charged on 12/21
  December 21 - ******* Minayo - $22.00 - Charged on 12/21
  December 22 - Dyphina Asiba - $40.00 - Charged on 12/22
  December 23 - *** Mudasia - $25.00 - Charged on 12/23
  December 24 - ****** Imbwaga Akilima - $25.00 - Charged on 12/24 ( highlighted on customer's statement)
  December 24 - ****** ***** - $16.00 - Charged on 12/24
  December 24 - ******* Aseneka - $30.00 - Charged on 12/24
  December 24 - ***** Mama ******* - $20.00 - Charged on 12/24 ( highlighted on customer's statement)
  December 24 - ***** Muliga - $20.00 - Charged on 12/24
  December 24 - *** Aseneka - $15.00 - Charged on 12/24
  December 24 - ******* Kasiera - $16.00 - Charged on 12/24
  December 25 - ******** Amagove - $20.00 - Charged on 12/25
  December 25 - Defrant Seme - $12.00 - Charged on 12/25
  December 27 - ***** Aseneka - $40.00 - Charged on 12/27
  December 28 - ******* Aseneka - $10.00 - Charged on 12/28
  December 31 - **** Ayuya - $16.00 - Charged on 12/31
  
  Our records indicate that the transactions Ms. ***** is referencing for ***** ****** - $25.00 and ****** Kalivizi Kagunza - $20.00 are canceled.
  
  Clarification of January 15, 2025, Transaction:
  
  The transaction initiated on January 15, 2025, to Dyphina Asiba for $65.00 was also canceled. The charge Ms. ***** highlighted on her bank statement corresponds to a successful transaction on January 16, 2025, to ****** Imbwaga Akilima for $65.00.
  
  We kindly request Ms. ***** to re-examine the provided documents for a clearer understanding of these transactions. We are committed to ensuring customer satisfaction and welcome any further clarification needed. 
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  Sendwave
  

  Customer Answer

  Date: 02/16/2025

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

  I would like Sendwave to explain why they cancelled the two transactions and yet took money from the bank. Let them prove that they refunded this transaction that were cancelled by them. The transaction on the 16th January to ****** Imbwaga is totally a different transaction. Let the show proof that they refunded me my money for all those cancelled transactions. They cancelled those three transactions without a refund. My bank statement shows very clearly. Just tell them to refund my money or proof they refunded it. My bank statement shows very clearly they charged me and canceled and did not refund the money. I send a lot of money to people in ***** sometimes similar amount of money. There is no need for them to confuse us by listing all my transactions here. The face is that my money was taken and I need a refund. Show that proof you refunded me my money on those cancelled transaction thats all I want. Thank you.

   

   

• Initial Complaint

  Date:02/03/2025

  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 am formally filing a complaint against SendWave, a money transfer service, regarding their failure to reverse a transaction sent to the wrong recipient due to a system flaw in their application.On January 2, 2025, I initiated a money transfer of $172 via SendWave to ******* ***** at **************** in *****. However, SendWave incorrectly forwarded the funds to ***** Mimuni at ****************. Upon realizing the mistake, I immediately contacted SendWave, and a representative informed me that they would escalate the issue to their representative in *****. However, I was surprised to learn that SendWave has no mechanism to immediately place a hold on transactions sent to an incorrect recipient, even when the issue is reported right away.Additionally, SendWave lacks a verification system to confirm that the intended recipient matches the provided phone number before completing the transaction. Throughout January, I repeatedly followed up with SendWave regarding the status of my refund. Each time, I was told that they were waiting to hear from *********, their mobile money partner, and that the issue could take 30 days to resolve. On February 2, 2025, exactly one month after my transaction, SendWave sent me the following message:Hi ******* - Sendwave has been working hard to try to get your transaction with confirmation number GHS-******-485P3M reversed. Unfortunately, we have not been able to do so. So sorry that we cannot do anything further to get your funds back.SendWaves system error and lack of an effective resolution process have caused me financial loss. I request that the Better Business Bureau investigate SendWave for:1.Failure to provide a verification system2.Lack of an immediate hold/reversal process.3.Unreasonable delay in addressing customer disputes.I am seeking a full refund of my $172 and a resolution to prevent similar issues from happening to other customers. Sincerely,******* **********************

  Business Response

  Date: 02/11/2025

  Better Business Bureau
  5 Mt. ********** Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ******* Kwesijuaa *****

  This letter is in response to the complaint filed by consumer ******* Kwesijuaa ***** with the Better Business Bureau on February 3, 2025. 

  Mr. ***** alleges that Sendwave failed to reverse a transaction sent to an unintended recipient due to a system flaw in our application.

  The transaction in question, amounting to $172.00 (******** GHS), was initiated on January 3, 2025, to ******* ***** (***). The recipient's ********** number was entered by Mr. ***** as *************, which *** records show is registered to ***** Mimuni.

  Sendwave wants to emphasize that our system doesn't allow Sendwave to alter transaction details. The information is entered directly by the customer. Once submitted for processing, transaction details generally cannot be altered. Ensuring the accuracy of recipient information is the customer's responsibility. ********************** also provides a prompt on the application to warn our customers before confirming their transactions to make sure that all details entered are correct.

  Mobile money transfers are processed instantly. This is why the transaction was immediately marked as successful. When Mr. ***** contacted customer service, prompt action was taken. However, Sendwave cannot place a hold on funds already delivered to the recipient because we act as a payment processor. After a successful transfer, our control over the funds is limited. Sendwave's only recourse is to request a reversal from our merchant partner (***) which is based on a case-by-case and dependent on the availability of funds from the unintended recipients account and other factors. It's important to note that *** processes transactions primarily based on the recipient's mobile number. Sendwave does not have access to its partner's systems.

  On January 3, 2025, a reversal was requested as our only means to assist Mr. ****** He was informed that a reversal wasn't guaranteed and could take up to 30 business days, depending on ***'s processing time. To date, we haven't received confirmation from ***. The automated message Mr. ***** received after 30 days indicates that the standard timeframe has passed, and does not mean that the reversal was rejected. We apologize for any confusion this caused. We have followed up with *** and will promptly inform Mr. ***** of the outcome when we receive confirmation, as our partner needed more time to process the reversal.

  Furthermore, our records indicate that on January 1, 2025, Mr. ***** attempted a transaction to Amanua ***** with the *** number *************, which is registered to ******* ****** This earlier transaction was canceled for failing to meet Sendwave's approval criteria. The subsequent transaction on January 3rd, with the number ************* shows that there is a digit difference. We believe Mr. ***** made an error, entering '334' instead of '344'.

  Given the information above, Sendwave believes it acted appropriately in processing Mr. ******* transaction based on the details he provided. While we sympathize with Mr. ******* situation, Sendwave is not liable for errors resulting from incorrect recipient information entered, as the responsibility lies on the customer himself to make sure that all details entered are correct.

  Sendwave is committed to assist Mr. ***** and work with *** to address this issue. We will provide him with updates as they become available.

  Sincerely,

  Rejekka C.
  Complaints Specialist
  Sendwave
  

• Initial Complaint

  Date:02/01/2025

  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 have send money they take long with it and when I reach out I am told to wait ***** hours calling doesnt work. Chat wait times are 2hours . I asked for refund but was not issued at all.

  Business Response

  Date: 02/04/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint ********: ********** ****

  This letter is in response to the complaint filed on February 1, 2025, with the Better Business Bureau by consumer ********** ****. This complaint was received by us on February 2, 2025.

  We expressed gratitude for the customers feedback regarding their recent experience. We offered our apologies for the inconvenience encountered during the transaction, particularly noting that the customer's funds had been placed on hold for an extended period. We aimed to address the customers concerns and clarify the situation.

  We acknowledged that, on the day of the transaction, our local partner's system suffered a technical issue, which likely led to delays in processing times. We recognized the urgency of the matter and we assured the customer that we made every effort to communicate with our partner regarding the transaction. 

  As we continuously contact our local partner, the transactions in concern were already delivered. We affirmed our commitment to continuously improving our systems and processes in order to minimize delays and enhance the overall experience for our customers.

   

  Sincerely,

  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 02/04/2025

  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,

  Abdishakur

   

   

• Initial Complaint

  Date:01/31/2025

  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.

  On 25th of January, 2025, I sent money to my brother who needed money immediately for hospital expenses. Sendwave claimed to have delivered the money but the recipient did not receive it. Upon contacting Sendwave customer service, I was ordered to obtain a mobile money transaction statement from ****** in ******** of the recipient to prove that the money was not received. The receipt obtained the statement which showed no deposit on the day Sendwave claimed to have sent the money. I send the statement to Sendwave email , ******************************* and only to be told that the email does not work. Since then, customer service have been playing games and giving conflicting statements and finally I was told that an investigation is ongoing and might take up to 30 days to be completed and there is nothing I can do about it. This is not how you deal with peoples money.

  Business Response

  Date: 02/01/2025

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927

  RE: Consumer Complaint # ******** : **** ****** Mwesiga

  This letter is in response to the complaint filed on January 31, 2025, with the Better Business Bureau by consumer **** ****** Mwesiga. This complaint was received by us on February 1, 2025.

  We expressed our gratitude for the customer's feedback regarding their recent experience. We offer sincere apologies for the inconvenience encountered during the transaction, particularly noting the issue that the customer's funds had not been received by the intended recipient. Our goal was to address the customers concerns and clarify the situation.

  Despite the transaction being marked as delivered by our local partner, our team initiated an investigation due to the customer's claim that the funds were not received. Upon further review, our local partner confirmed that the transaction had failed on their end, resulting in the recipient not receiving the funds.

  The transaction was subsequently canceled, and a refund had already been initiated on January 31, 2024. We assure the customer that the bank would complete the refund process within 3-5 business days. 

  We would like to reiterate our apologies for any inconvenience caused and appreciate your understanding in this matter.
  
  
  
  Sincerely,
  
  ********
  Complaints Team
  Sendwave
  

  
  

  Customer Answer

  Date: 02/01/2025

  [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,
  
  **** *******