Money Transfers
SendwaveThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Money Transfers.
Complaints
Customer Complaints Summary
- 141 total complaints in the last 3 years.
- 56 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/22/2025
Type:Customer Service IssuesStatus: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 send money to the Philippines thru sendwave it's hard for them to contact until now my money never returnedBusiness Response
Date: 01/22/2025
Better Business Bureau
5 Mt. ********** Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ********* ******
This letter serves as our formal response to the complaint filed by consumer ********* ****** on January 22, 2025. We appreciate the opportunity to address her concerns and provide clarity on the situation regarding her recent transaction.
Ms. ****** reported that she sent a transaction amounting to $1,752.79 to the *********** through our platform, Sendwave. She expressed difficulty in contacting our customer support and stated that she has not received her funds back.
Upon thorough review of our records, we have not identified any transaction for the amount of $1,752.79 initiated by Ms. ******* However, we did locate a transaction initiated on January 21, 2025, to ***** D. ****** **** amounting to $1,752.78 (equivalent to ******* PHP). This transaction was successfully completed on January 22, 2025.
Given that this transaction was finalized successfully, a refund would not be issued unless there is clear evidence of an error on our part. If Ms. ****** is disputing this specific transaction and believes there has been a mistake, we kindly request that she provide the recipients bank statement from ******************** for January 2025. This documentation will assist us in verifying the transaction details further.
If Ms. ****** is inquiring about a different transaction altogether, we respectfully ask that she provide specific details regarding that transaction so we can initiate an appropriate investigation.
Sincerely,
Rejekka C.
Complaints Specialist
SendwaveInitial Complaint
Date:01/20/2025
Type:Product IssuesStatus: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.
Sent Money for medicalEmergency on January 18 2025. Send wave has refused to deliver the fund till today. Call the company and spoke to Lemi. She said she will process the transaction but have not heard from the till today. Called again was given the reference number ******** but nothing has been done since then.Need money to be refunded with interestBusiness Response
Date: 01/22/2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ****, *****
This letter is in response to the complaint filed on January 20, 2025, with the Better Business Bureau by consumer ****, *****. This complaint was received by us on January 21, 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.
To acknowledge the inconvenience caused, we issued a $20 credit to the customers ********************** account that can be used for their future transactions. 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
SendwaveInitial Complaint
Date:12/31/2024
Type:Customer Service IssuesStatus: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 Dec.13,2024, I used World Remit to send money into the ************** my nieces school tuition fee, but they cancelled it for no reason, they sent me an email notifying me that they already refunded me my money but I didnt received anything back from them since this date.WorldRemitHi *****,Hi,Upon carefully checking your transaction, here's what happened, we receive a report from our local partner, they are currently experiencing a technical issue that slows down the transfer to be cancelled on ************* for the meantime, here's what we can do, we would request you to give more patience because we are currently communicating with our engineering team and our local partner to resolve this issue.Regarding the funds, please be aware that this was a pre-authorization hold on your debit card, and since it's been cancelled, no money has been debited from your bank account. You can expect the funds to return to your available balance within 3-5 business days, depending on your bank's processing time.We appreciate your patience and understanding.this is their response email to me.Business Response
Date: 01/05/2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ***** Nocon *******
This letter is in response to the complaint filed by consumer ***** Nocon ******* with the Better Business Bureau on December 31, 2024.
After a thorough review of the transaction details, we have confirmed that the customer initiated a transaction on December 13, 2024, to Heizel **** ******* Mores for the amount of $600.00. Unfortunately, during this process, the customer was informed of a technical issue that impacted the transaction's processing. As a result of this technical difficulty, our local partners were unable to complete the transaction, leading to its necessary cancellation on December 14, 2024.
We have communicated with the customer to provide a detailed explanation regarding these difficulties and the pre-authorization process involved. At the time of the transaction, funds were on hold with the customer's bank due to this pre-authorization, meaning no funds were deducted from their account. We expect that their bank will release any held funds back into their available balance within 3 to 5 business days following the cancellation.
Should the customer continue to dispute any deductions from their account, we kindly request a bank statement for December 2024 in PDF format for further review. This will enable us to investigate the matter more thoroughly and provide appropriate assistance.
Sincerely,
Rejekka C.
Complaints Specialist
WorldRemitCustomer Answer
Date: 01/08/2025
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,*****
Business Response
Date: 01/08/2025
Better Business Bureau
5 Mt. *********. Suite 100
************ MA 01752-1927RE: Consumer Complaint ********: ***** Nocon *******
This letter serves as a formal response to the rejection submitted by consumer ***** Nocon ******* to the Better Business Bureau on January 8, 2025. We appreciate the opportunity to address this matter and provide clarity regarding the situation.
We have not received sufficient information concerning the specifics of the customer's rejection of our previous response. To facilitate a thorough investigation, we reached out to Mr. ******** requesting a bank statement for December 2024 in PDF format. This documentation is essential for our review, as it will help us understand the transaction history and any discrepancies that may have arisen.
At the time of the transaction, it is important to note that the funds were placed on hold with the customer's bank due to a pre-authorization process. This means that no actual funds were deducted from Mr. ********* account at that time. Following the cancellation of the transaction on December 14, 2024, we anticipate that his bank will release any held funds back into his available balance within 3 to 7 business days, depending on their processing policies.
Understanding how pre-authorization works is crucial in this context. Pre-authorization holds typically last around five days but can vary based on several factors, including the Merchant Classification Code (MCC) and the policies of the issuing bank. If no further action is taken by the merchant within this holding period, the funds are automatically released back to the customers account.
Given these circumstances, we remain committed to resolving this issue amicably and efficiently. We kindly ask Mr. ******* to review his account for any charges related to this transaction and confirm whether he has indeed seen a deduction of $600.00 on December 13, 2024. If he does not observe this charge, it indicates that no funds were deducted from his account.
Sincerely,
Rejekka C.
Complaints Specialist
WorldRemitInitial Complaint
Date:12/18/2024
Type:Product IssuesStatus: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 send money through sendwave on 11/17/2024 to my brother in *****. The $200 was meant to but my mom a medication after she suffered a series of stroke. I unfortunately send the money to the incorrect number.I called Sendwave immediately and was told that they will call their client(MTN) via email and advised them to reverse the money.I called MTN Ghana myself after 25 days and was by the agent that they did not receive any email from Sendwave. They are willing to return the fund or send it to the correct email if Sendwave instructed them to do so. I called send wave again on 12/17/2024 , and was told that my case is still pending. Today, I received this text below:Hi ******* - Sendwave has been working hard to try to get your transaction with confirmation number GHS-******-K962K1 reversed. Unfortunately, we have not been able to do so. So sorry that we cannot do anything further to get your money back after it was delivered to your stated recipient. Thanks for using Sendwave!I need helpBusiness Response
Date: 12/26/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ******** **** Sakpo
This letter is in response to the complaint filed by consumer ******** **** Sakpo with the Better Business Bureau on December 18, 2024.
On November 17, 2024, the customer initiated a transaction to ****** ***** **** amounting to $200.00 (******** GHS), which was delivered the same day. The customer subsequently informed us that the funds were sent to an incorrect number.
A reversal request was first made on our side on November 18, 2024. The customers claim of receiving information from *** stating they have not received our request requires further investigation, as the reversal was initiated on Sendwaves side. To date, we have not received a response from our merchant partner regarding this matter. While the standard processing time for reversals is typically 30 days, it ultimately depends on the availability of the funds.
We are committed to thoroughly investigating this situation. A follow-up has been sent to our merchant partner to determine the source of the issue, and we will update the customer as soon as we have more information. It is important to note that the message the customer received regarding an unsuccessful reversal lacks basis at this time; it appears to be an automatic email generated by Sendwave when a reversal request exceeds the initial 30-day timeframe provided. Without confirmation from our partner regarding whether the reversal has failed or succeeded, we cannot finalize its status.
We are hopeful for a prompt response or confirmation from our merchant partner. We appreciate the customer's patience during this process and assure them that we will continue to follow up diligently until this matter is resolved.
Sincerely,
Rejekka C.
Complaints Specialist
SendwaveInitial Complaint
Date:12/17/2024
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My issue is I was sending money through Sendwave on 12/15/24 in the process of transfer I made an error by putting a different bank name but account number and account name was correct I tried contacting Sendwave to help but reversal was initiated by the told me that process will take almost 30 days and return of funds is not guaranteed Im really frustrated about all this the money was urgently needed please I need assistanceBusiness Response
Date: 12/25/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: Ivyonne Chemutai
This letter is in response to the complaint filed by consumer Ivyonne Chemutai with the Better Business Bureau on December 17, 2024.
On December 15, 2024, the customer initiated a transaction to ****** Chepngetich for the amount of $1,000.00 (******* KES), which was successfully delivered on the same day. On that same day, the customer contacted us to request a reversal. We provided the customer with detailed information regarding the reversal process, which typically takes up to 30 days. However, it is important to note that a successful reversal is not guaranteed because the transaction was marked as delivered by our merchant partner. This indicates that the funds may have been credited to a different recipient's account, making it challenging to reverse the transaction. We want to emphasize the importance of ensuring that all transaction details are accurate prior to submission, as outlined in our terms and conditions (Section 3.6: No Changes). Once a transaction has been submitted for processing, we generally do not allow changes, placing the responsibility on customers to verify their information.
The customer also highlighted that they entered an incorrect bank name but confirmed that the account number provided belonged to the intended recipient. We are actively working to facilitate this reversal despite these complications. As of now, the reversal is still in progress, and we have not yet received confirmation regarding its status. We kindly ask the customer to adhere to the outlined timeframe and remain patient as we await further updates. Rest assured, any new information regarding their request will be communicated promptly.
Sincerely,
Rejekka C.
Complaints Specialist
SendwaveInitial Complaint
Date:12/12/2024
Type:Service or Repair IssuesStatus: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 was trying to delete my account and was told due to regulations I couldnt. I then spoke to a chat representative and asked for supervisor. This person said they were connecting me then ended the chat. I have not been able to contact anyone on the phone and not given an explanation as to why I can not delete my accountBusiness Response
Date: 12/17/2024
This letter is in response to the complaint filed on December 12, 2024, with the Better Business Bureau by consumer ********* Zoriel *******. This complaint was received by us on December 13, 2024.
The customer expressed a desire to delete their account with **********************. Upon investigation, the team identified an application error that occurred when the customer attempted to initiate the account deletion, as documented in the user-provided evidence. It is important to note that the account deletion feature is currently unavailable for iOS users. Nevertheless, the team has already submitted the request for account deletion to the appropriate department.
The team regrets that the customer has chosen to delete their account. A separate confirmation email was sent to the customer, outlining the next steps in the process. Should the customer have any questions or concerns, they are encouraged to reply to the confirmation email, and the relevant team would be more than happy to assist.
Sincerely,
******** *.
Complaints Specialist
SendwaveInitial Complaint
Date:12/06/2024
Type:Product IssuesStatus: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.
Urgent Complaint Regarding Funds Transfer Error and Request for Immediate Action Transaction ID: KEM-******-FR6M7B Dear BBB,I am writing to file a complaint regarding an issue with a money transfer made through the Sendwave app on December 6 2026. I sent a transfer in the amount of $1,948 to *****, but due to a mistake, the funds were sent to an outdated phone number that I had previously deleted from my Sendwave account.Upon realizing this error, I immediately contacted Sendwave to request a reversal of the transaction, as the funds were sent to the wrong number. Sendwave acknowledged the issue and informed me that a reversal request would be initiated, with a response time of 6 to 30 days.I also reached out to the third-party vendor, M-Pesa, who confirmed that the transfer had been successfully received by a different person using the old number. However, they mentioned that the funds had not been cashed, and if they received a request from Sendwave, they would be able to reverse the transaction immediately.Despite contacting Sendwave multiple times, including speaking with a manager, I was told that they would follow their usual procedure, which involves waiting for a response from the vendor. I stressed the urgency of the situation, as I feared the funds could be lost. I was told that the process could take up to 30 days, with no guarantee of a quicker resolution.I am requesting that higher management at Sendwave take immediate action to address this situation. Given the speed at which your system processes transfers, I believe that the reversal of customer funds should be handled with the same level of urgency. The funds are not being used, and there is a limited window to resolve this issue before the money is permanently lost.Please treat this matter with the attention and urgency it deserves, as I am at risk of losing the funds I sent. I would appreciate your immediate intervention to expedite the reversal process.Sincerely, ******* *******Business Response
Date: 12/16/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ******* Wardhere *******
This letter is in response to the complaint filed by consumer ******* Wardhere ******* with the Better Business Bureau on December 7, 2024.
On December 6, 2024, a transaction was initiated by the customer to ******* Dofil for the amount of $1,948.00 (******* KES), which was marked as successfully paid on the same day. Unfortunately, the customer later reported that the funds were sent to an incorrect number. We informed the customer that, due to the transaction's successful status, we could request a reversal, but as per our terms and conditions, it could no longer be canceled.
On December 6, we submitted a reversal request on the same day the transaction was processed. The customer subsequently confirmed that they had reached out to M-Pesa and verified that the funds had not been cashed out. In light of this information, we contacted our merchant partner to inquire about the status of the reversal. On December 12, 2024six days post-requestwe received an update indicating that the reversal had been declined due to insufficient funds.
Additionally, the customer reported that a total of ****** KES from the original amount had been cashed out by the recipient and inquired about the possibility of a partial reversal. This matter is currently under investigation, and we are awaiting further information from our merchant partner regarding this situation.
We will keep the customer informed of any updates regarding their case and ensure that all communications are promptly delivered to their registered email.
Sincerely,
Rejekka C.
Complaints Specialist
SendwaveCustomer Answer
Date: 12/17/2024
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,*******
Business Response
Date: 12/23/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ******* Wardhere *******
This letter addresses the rejection of the complaint submitted by the customer, ******* Wardhere *******, to the Better Business Bureau, which we received on December 20, 2024.
We appreciate the customer for providing additional information regarding this complaint, and we sincerely apologize for any inconvenience caused.
To clarify, M-Pesa, operated by *********, is not a merchant partner of Sendwave. As such, any inquiries or requests related to M-Pesa must be directed through our established partners associated with Sendwave. It is essential to note that Sendwave does not need to contact ********* directly for any requests; instead, we have designated partners responsible for following up and processing such requests on behalf of Sendwave with the recipient's vendor, including Safaricom.
As outlined in our terms and conditions, we act solely as the processor in these transactions. The term Disbursement Partner refers to a third party responsible for disbursing funds and managing other in-country services for recipients to complete a transfer. This structure ensures that all processes are streamlined and efficiently managed through our authorized partners, thereby maintaining compliance with regulatory standards.
We would also like to address the customer's concern regarding our reliance on phone numbers for transactions, even when the recipient's name does not match the number entered. This practice is a fundamental aspect of Sendwaves operations, particularly for mobile money transactions. Transactions initiated by our customers are forwarded to our merchant partners and subsequently shared with the recipient's vendor, such as **********
Safaricom processes transactions based on the phone number provided during the transaction. Once a transaction is submitted to us for processing, we generally do not allow changes to the transaction details. Therefore, it is the customer's responsibility to ensure that all transaction details are accurate before submission. We have implemented measures that allow customers to verify the number entered before sending it for confirmation, which helps mitigate potential errors.
We regret to inform the customer that we are unable to issue a refund for a successful transaction. This situation falls outside of Sendwave's control, as the transaction was delivered successfully as intended. It is important to note that any requests for recalls must adhere to a specific process. Therefore, we consistently advise our customers that reversal requests are not guaranteed prior to initiation.
It is crucial to highlight that we cannot guarantee the availability of funds once a recall request has been submitted. Our policies are structured to ensure that all transactions are processed in accordance with industry standards.
We recognize that this may not be the resolution that the customer were hoping for, but please be assured that our policies are in place to ensure the integrity and efficiency of our services. Unfortunately, at this time, we are unable to offer any alternative options for the transaction in question.
Sincerely,
Rejekka C.
Complaints Specialist
SendwaveCustomer Answer
Date: 01/09/2025
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.
Subject: Rebuttal Response to Complaint #********
Dear Better Business Bureau,
Thank you for forwarding Sendwaves response to my complaint regarding the loss of funds from my transaction (Complaint #********). While I appreciate their acknowledgment of my concerns, I find their response unsatisfactory and lacking in accountability.
Key Issues with Sendwaves Handling of My Transaction:
Delayed Response Resulted in Loss of Funds:
I contacted Sendwave within 30 minutes on December 6, 2024, upon realizing my error and requested an immediate reversal of the transaction. Despite being informed by M-Pesa that the funds were still in the recipients account at that time, ********************** failed to act promptly. While they claim to have requested a reversal the same day, no action appears to have been taken to ensure the process was expedited. Their reliance on a third-party vendor caused unnecessary delays, resulting in more than a week of inaction. By the time any action was taken, the recipient had already withdrawn the full amount. This delay directly caused the loss of my funds.
Lack of Proof of Action:
Sendwave claims they requested a reversal on December 6, 2024, but they have not provided any documentation or proof of when, how, or to whom this request was made. *********/****** has a clear policy requiring unintended recipients to refund funds upon a reversal request. If Sendwave had promptly and properly initiated this process, the outcome could have been different. I am requesting concrete evidence of the steps Sendwave took to recover my funds. Without this, their response appears to be an excuse for inaction.
Ineffective Customer Support:
Throughout this ordeal, I experienced significant frustration with Sendwaves customer support team. Despite multiple follow-ups, I was repeatedly told to wait with no actionable updates or urgency. This lack of transparency and accountability further undermines trust in their ability to safeguard their customers funds.
Neglect of Available Safeguards:
Safaricom/M-Pesa offers an automatic reversal system that operates within seconds. Sendwave, as the originator of the transaction, was the only party authorized to initiate this reversal. However, they chose not to utilize this efficient mechanism, instead relying on a third-party process that caused unnecessary delays.
Inadequate Verification Measures:
Sendwaves response suggests that verifying recipient names against phone numbers is not a standard practice for existing customers. This policy is inherently flawed and contributed to the error in my case. If proper verification processes were in place, the transaction would not have been initiated to the wrong recipient. Furthermore, Sendwaves app design, which obscures full recipient numbers and lacks meaningful warnings, exacerbates the risk of such errors.
My Position and Request:
Sendwaves failure to act promptly, provide clear evidence of their efforts, and implement safeguards to prevent errors highlights a systemic issue in their operations. Their delay in initiating the reversal and reliance on inefficient processes directly caused the loss of my funds.
I respectfully reiterate my request for a full refund of ******* KES. As a long-time customer, I trusted ********************** to provide secure and reliable services, but their mishandling of this situation has led to significant financial and emotional distress.
If Sendwave disputes my claims, I request they provide detailed documentation of:
The date and time the reversal request was submitted.
The recipient of the reversal request (e.g., their third-party vendor or Safaricom).
Any correspondence related to this case.
Failure to provide this evidence will further demonstrate their negligence and lack of transparency in handling customer complaints.
Thank you for your continued assistance in mediating this issue. I look forward to your support in ensuring Sendwave takes appropriate responsibility for their actions.
Sincerely,
******* ******** Ibrahim
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 01/14/2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927RE: Consumer Complaint ********: ******* Wardhere *******
This letter addresses the rejection of the complaint submitted by the customer, ******* Wardhere *******, to the Better Business Bureau, which we received on January 13, 2025.
After careful review, we regret to inform that we are unable to process the customers request for a refund. Our merchant partner has already rejected the reversal request due to the nature of the transaction. The funds were successfully delivered to the phone number entered during the transaction process, and as per our policy, it is the customer's responsibility to ensure that all details are accurate prior to submission.
Once a transaction is completed, we have no control over the funds, and they are considered delivered. While we do offer reversal services for situations where a customer mistakenly enters incorrect details, this is contingent upon approval from our merchant partner. In this case, it has been determined that the funds were utilized by the owner of the number provided, which unfortunately precludes us from issuing a refund.
The date and time of the reversal request have been documented and are included with this correspondence for your reference, please note that our merchant partner is PYCS which is also affiliated with **********
Sincerely,
Rejekka C.
Complaints Specialist
SendwaveInitial Complaint
Date:11/30/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent money to my family in the ***********. Sendwave shows it "delivered" but now I am told ************* cash, mobile wallet) is not accepted in the *********** because they have a horrible record of stealing people's money.This is literally life saving money that can not be replaced.Sendwave says delivered but that is impossible.Business Response
Date: 12/02/2024
This letter is in response to the complaint filed on November 30, 2024, with the Better Business Bureau by consumer ******* Robert ****** This complaint was received by us on December 1, 2024.
We appreciate the customer's time for letting us know the experience they had with his recent transaction. We coordinated with our partner about the status of the funds and they have confirmed that the transaction was completed and funds were successfully delivered to the recipients Mobile Wallet account in the ************ A separate email was sent to the user that contains the Proof of Delivery of the transaction, it has the reference number that the customer can provide to the recipient that can be used by ***** to trace the funds on their end.
Furthermore, we would like to address the customer's assertion that GCash is no longer accepted in the ************ They wish to clarify that this information is incorrect; in fact, ***** has confirmed the successful delivery of funds, indicating that there are no issues on their side.
The team expressed gratitude for the matter being brought to our attention. We value the feedback and are committed to taking the necessary steps to address the concerns raised.
Sincerely,
******** *.
Complaints Team
Sendwave
Customer Answer
Date: 12/02/2024
The transaction was reported complete after I filed the complaint. The business did an excellent and thorough job of resolving all my concerns. I am very impressed with the business response.
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:11/20/2024
Type:Service or Repair IssuesStatus: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 October 18th 2024, sendwave went into my account and took $410. I did not authorize sendwave to take that money. I contacted sendwave to get my money back they refused and can't give me any accountability formy money. Since October 18th sendwave been giving me the run around. I flied a claim with my bank about this matter. My bank said that sendwave send them documents showing that I agree to the transaction, which I did not authorize those transaction. This transaction of $410 is not reflecting on none of my transactions.Business Response
Date: 11/26/2024
5 Mt. *********. Suite 100
***********, ** **********
Phone: ************
Fax: ************
Email: *****************************************************************************
URL: *********************************
RE: Complaint ID: ******** - ****** *****
This letter is in response to the complaint filed on the 20th of November with the Better Business Bureau by Fadhily Mshihiri. We received this complaint on the 21st of November.
We have conducted a comprehensive investigation into the nature of this complaint. According to the initial report, the consumer asserted that an unauthorized charge appeared on their account, prompting them to file a dispute with their bank.
After a thorough review, we can confirm that no transactions were made on the 18th of November. The dispute filed by the consumer pertains to a valid transaction that occurred on the 23rd of September, involving a payment of $400.00 to Maway ***** ******-*******. Furthermore, the chargeback dispute related to their Sendwave account has been successfully resolved, and their account status has been cleared. As a result, the account is now eligible to process new transactions.
In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
Sincerely.
***
Sendwave Complaints SpecialistInitial Complaint
Date:11/19/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used world remit to send my husband $100 usd, on Oct 28th,2024. They used a third-party without my knowledge or consent. The third party did not deposit the money in the correct account. I emailed ********************** numerous times with Bank statements and proof the money was never received, as they asked. They then sent me misinformation and a receipt from a third party with no names or account numbers listed just ********************** tracking number. They then closed my case still claiming the money was received and they did what they were supposed to do. The money still has not been received, I have sent them more emails and complaints. All have been ignored. I want my money back. It was clearly stolen or misplaced by the third party of their choice. My husband's bank will not give us information on who's account it went into bc its not in our accounts. His bank did try to track it for us since world remit refused to do it properly.Business Response
Date: 11/27/2024
November 27, 2024
Better Business Bureau
************************************************
*****, ID *****
This letter is in response to the complaint filed on 11/18/2024 with the Better Business Bureau by ******** *****. We received this complaint on 11/20/2024.
Below are the details of the customer's issue and what was the resolution:
Ms. ******* complaint is about a transaction amounting to $ 100 where her recipient did not receive funds.
From our review, it was revealed that this transaction was received on October 28, 2024.The following day, Ms. ***** contacted us chasing for the status of her transaction, informing us that the recipient did not receive the funds.
As a standard process, we sent an email to the local partner to ask for proof of payment and advised Ms. ***** to send her recipient's bank account statement.
On November 1, 2024, we received the proof of payment and the session ID from the local partner and forwarded them to the customer.
However, Ms. ***** still insists the funds were not received and provided us the recipient's bank statement, which we forwarded to the local partner for further investigation.
We continuously monitored the case until November 20, 2024, when we received an update from the local partner that the transaction was successfully reversed.
We then completed the cancellation and initiated the refund.
We can confirm that the refund of your transaction to your bank account is successful. Please see attached for reference.***:74793384325002435451099
Please contact your bank and ask to speak to the department dealing with chargebacks, disputed payments, refunds, or claims. Then quote the *** number - this bank department will be able to trace the refund through the *** number. They should be able to help you and tell you where the refund is - from our experience, this should resolve the issue.
If you have further questions, please let me know.
Kind Regards,
Jowe
Sendwave is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.