Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2024

  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 would like to ask you to please call me after 2 PM. I am just out of the hospital. The medicines do not allow me to hold a conversation before 2:15, 2:20 PM.My problem is a money transfer I made with Sendwave. I have had lots of health issues that have prevented me from filing this complaint earlier. Please help me. On June 1, 2023 I made a transfer of $228.40 using Sendwave Money Transfer. The transfer went to my older brother who was not the intended recipient. The transfer was made at 12:37:53 AM. It was 4:37:53 AM in the recipient's country. Sendwave's local partner Wave's offices are closed until 9 AM local time. I called my brother many times until he woke up. I told him that I made a mistake and made him a transfer. He could not receive it because I was cancelling it right away. Which I did. After I cancelled it, I called Sendwave and I was told that the local Office being closed they would process it when they opened. I had cancelled transfers before and the money was returned to my account. But not this time. Sendwave blocked the English option for me. I could only talk to their **************** in *******. When I asked why the money had not been returned, an employee in ******* told me that their partner only sees the cancellation message but does not know the amount to be returned. Wave sent an email to ask how much was to be sent back, nobody answered their email. I asked my call to be transferred to the **. A Supervisor named ******** said sometimes they have too many emails and they cannot answer them all. He said he would call Wave and get it resolved. But the moment we ended the call he sent me an email saying Wave said it paid the transfer to the recipient. It was a complete lie. I had called many times and been told it was cancelled and nothing was paid to anybody. It may seem too little to bother resolving it. I had a stroke that retired me long before time. I now have very little money. I need the $228.40 back please. Thank you.

  Business Response

  Date: 08/20/2024

  This letter is in response to the complaint filed on August 19, 2024 with the Better Business Bureau by *****************************. This complaint was received by us on August 20, 2024.
  
  After investigating the complaint, the consumer initially stated that Sendwave did not process a refund for the transaction sent to Messou ***************************** for $228.40 (********** XOF) on May 31, 2023.
  
  The consumer initially requested a reversal since the transaction had already been collected by the recipient. We contacted the local partner to inquire about the status of the reversal, but they responded that the transaction could not be reversed because the funds had already been utilized by the recipient. 
  
  The consumer then filed a dispute with her bank, which resulted in a chargeback and ultimately prevented Sendwave from completing the reversal request. However, the reversal was still rejected by the local partner.
  
  Please see the attached document for the Proof of Payout from the local partner, which shows that the funds were already utilized and that there was insufficient balance in the recipient's account.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Thank you
  
  
  Kind Regards,
  
  ********************
  Sendwave Complaints Team

  Customer Answer

  Date: 08/21/2024

  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. 

  The attachment  does not say anything. It is not proof of payment or anything. 
  
   I reject their answer.
  
  Sincerely,
  
  *****************************
  

  
  

  Business Response

  Date: 08/22/2024

  This letter is in response to the rejection of the complaint resolution with the Better Business Bureau by *****************************.
  
  Following a thorough investigation, we have confirmed that the transaction was successfully delivered to the recipient and that the funds have been utilized. As a result, we are unable to reverse the funds, and the transaction remains under chargeback with the consumer's bank.
  
  We strongly advise the consumer to discuss the utilized funds with the recipient, who is his brother.
  
  Please find the attached Proof of Payout document from our local partner, which verifies that the funds were utilized and that there was insufficient balance in the recipient's account.
  
  If the consumer has any further questions regarding this matter, they may contact our *************************** at **************.
  
  Kind Regards,
  
  ********************
  Sendwave Complaints Team
  
  

• Initial Complaint

  Date:08/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Sendwave to send money to ***** many times with no issue.On August 15th I send $108 dollars to a relative. 4 days later, Sendwave has not remitted the funds to the receipient and they refuse to refund the funds so that I can use a different service. Please follow up on my behalf because I feel they have began scamming people. They keep giving various reasons as to why they funds are not delivered, yet they have debited my account.

  Business Response

  Date: 08/20/2024

  BBB
  
  5 Mt. *********. Suite 100
  
  ***********, MA 01752-1927
  
  Phone: ************
  
  Fax: ************
  
  Email: ********************************************
  
  URL: *********************************
  
  RE: Complaint ID: ******** - *****************************
  
  This letter is in response to the complaint filed on the 18th of August with the Better Business Bureau by Paskalia ******. We received this complaint on the 20th of August.
  
  We have investigated the nature of this complaint. In their initial report, the consumer alleged that Sendwave was not able to successfully deliver the transaction made on the account.
  
  After a thorough investigation, we have determined that the transaction has been pending due to downtime experienced by our local partner in *****. Please be aware that delays can occasionally occur, as outlined in our Terms and Conditions under Section 2: Service-Specific Terms | Part B: Airtime Top-Up Service. This section states: "Sometimes there may be a delay, for example, due to local mobile network congestion or technical issues. You should visit our Channels or contact us if you have any concerns about longer delays."
  
  We have manually canceled the transaction, as our local partner has confirmed that it failed due to the ongoing downtime. The funds for this transaction are currently on authorization hold and will typically be released back to the account within 7-10 business days, depending on the bank's processing time.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

• Initial Complaint

  Date:08/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sendwave closed my account after July 14th, 2024 after I inquired about 7 missing $20 referral credits totaling $140.Their terms of service states they must tell why the account was closed but I was told I could not know. I have sent various emails for a month and have received no emails or calls back.I havent done anything wrong and no one can tell me why I cant use my account anymore nor will they honor my missing credits, sounds like they dont want to give them to me. I want my sendwave account reopened or at least let me make a new account WITH MY $140 REFERRAL CREDIT OWED!

  Business Response

  Date: 08/18/2024

  This letter is in response to the complaint filed on August 17, 2024 with the Better Business Bureau by ***********************. This complaint was received by us on August 18, 2024.
  
  After conducting research into the nature of this complaint, the consumer claimed in their initial complaint that Sendwave was not allowing her anymore to complete any transactions.
  
  Upon reviewing the consumer's account, it became evident that the account did not meet the requirements for using Sendwave. Several factors contributed to the account being restricted, aligning with the Terms and Conditions outlined under Section 1: General Terms, specifically part 5 - Our rights to refuse, cancel, suspend, or delay our services. Consequently, consumer cannot make any transaction, and the account has remained restricted up to this point.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.

  Thank you

  
  Kind Regards,

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

  Customer Answer

  Date: 08/18/2024

  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 stated the following: Upon reviewing the consumer's account, it became evident that the account did not meet the requirements for using Sendwave. 
  

  I would like to be informed, with in-depth details, as to why my account did not meet the requirements for using Sendwave.

  I have been utilizing the platform to send funds overseas, per usual as that is the sole function of the app itself. I have also submitted identity verification upon request.

  I cannot call that number and speak to anyone because I am met with an automated system stating that my account is closed then the call hangs up automatically.

  I would like for my account closure to be revised and for me to be able to continue utilizing your money transfer platform, with the referral credits that are missing from my account.

  I know for a fact, I meet all eligible requirements to use sendwave. 

  
  Regards,

  Celina

   

   

  Business Response

  Date: 08/21/2024

  This letter is in response to the rejection of the complaint resolution filed with the Better Business Bureau by ***********************.
  
  There are several reasons why we may need to close a customer's account, such as concerns over security or breaches of our terms and conditions. While we cannot disclose the exact reason for each closure due to legal reasons, we strive to maintain a balanced, fair, and secure review process for our transactions.
  
  Additionally, for a comprehensive understanding of why your account may be restricted, please refer to Section 1, General Terms, Part 8, titled "Keeping You Safe and Secure," in our Terms and Conditions.
  
  Thank you

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

  Customer Answer

  Date: 08/21/2024

  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. 

   

  My response: 

  I have reviewed your terms of service under section 1 part 8 and none of my information has been compromised.
  

  I know who I am sending money to.

  My information details are not not accessible to anyone.

  My payment information is not accessible to anyone.

  Please review your Section 1 part 5.1  However, we'll only do so for reasons we feel are reasonable and/or valid. your request is UNREASONABLE and NOT VALID due to lack of proof.

  and 5.3: We'll provide you with the reason for any refusal, cancellation, suspension or delay of our services where possible (and, if possible, the actions you can take to fix any issues) unless the law prevents us. You have not provided valid reason or proofs. Nor was I offered a chance to fix any issues. Law shouldnt be an issue as I have done nothing of error other that to send funds to someone I know.

   

  I need valid proof and information and would like to resolve this by opening my account back up for usage. I will not take no for an answer and will take legal action if necessary.

   

   

  
  Regards,

  Celina

   

   

• Initial Complaint

  Date:08/16/2024

  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 was trying to send money, but found out it was a scam, I urgently ask for help to cancel the transaction but app is very buggy and can't hold off an agent to help, I made all the necessary effort to cancel the transaction on time but with no help they said the can't do nothing no more, I have even tried to cancel it on app but app just keeps on freezing so had no luck, now I'm left with nothing with the 3 transactions, I know it was a stupid mistake to be scammed but I did everything to avoid it recover my funds on time for them to cancel it but just like what I said had no luck because of bad customer service wait time and buggy app that doesn't help at all, and it was stated on the receipt that I am entitled for a refund, but they wouldn't honor it, I have done all the efforts to cancel all those transactions

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  This letter is in response to the complaint filed on August 16, 2024 with the Better Business Bureau by Mr. ************* *********. This complaint was received by us on August 20, 2024.
  
  Our findings:
  
  We have received the instructions to execute transactions ********* and ********* on August 8, 2024 which were all completed on the same day. Mr. ********* has contacted us on the 9th of August to request for a cancellation for transaction ********* and was advised that the transaction has already been completed therefore a cancellation is no longer possible. On the 10th of ******* Mr. ********* has reached out to check if transaction ********* can be cancelled by which he was informed that the transaction has also already been completed.
  
  On the 16th of ******************** created the transaction ********* which was also completed a few minutes after it was created and about 3 hours from the transaction completion Mr. ********* has contacted us to request a cancellation to which he was informed that the transaction is already completed.
  
  Our resolution:
  
  WorldRemit has received the instructions to execute the transactions, with this we have delivered the service by paying out the funds to the receiving details indicated. With that during each contact by Mr. ********* we have provided the information that the transactions were completed and can no longer be cancelled. We have also ensured that the recipients were reported so they won't receive funds through our services going forward.
  
  As part of our action for this complaint we have reached out to our local partner to request if they can still recall the funds however we received their confirmation that the transactions were already credited to the recipients account.
  
  Additionally, as outlined in our terms and conditions which can be found through this link: ***********************************************************************, it is outlined under Use of Channels and Services which state that "You must use our Channels and Services safely and responsibly. For example, you must ensure you only transfer money to a person you know and trust. You must ensure the information you provide to us is correct and complete."

  We highly suggest for Mr. ********* to communicate with the recipients of his transactions in relation to the funds recovery.

  All the best,

  Kena

  WorldRemit Complaints Team

  Customer Answer

  Date: 09/05/2024

  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,

  Michaelangelo

  As mentioned in the previous statement, the recepient/scammer  wont communicate any further without me sending more money, and I have given all their names, account numbers and phone number so its not as if they are completely anonymous, and I do have a little bit of experience working in a bank so I carry a little bit of knowledge about claims that can fall under regulation E or if not will still be a valid claim 

   

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  This letter is in response to the rejection of the previous response of the Complaint raised by Mr. ************* *********.
  
  We would like to emphasize that once a transaction authorized by the customer has been marked as "PAID," we are unable to cancel it unless we receive confirmation that the funds have been reversed.
  
  When we requested a recall for these transactions, our local partner confirmed that the funds were successfully credited. They have asked for further details about the scam in order to verify the situation.
  
  Could the customer please provide further details for the said scam? This information will help us inform our local partner so they can communicate with the recipient's bank for further investigation.
  
  Please note that this does not guarantee a refund of the money. We will await an update from the local partner regarding the recipient's bank's response or resolution, and if it's still possible to reverse the funds.
  
  Please let us know if you need anything else.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 09/18/2024

  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.]

  Hi, 

  I was trying to get a loan from that company and after giving out my information they said they have approved my application, being very desperate, I believe what they said that Ill be getting the money after I send them an advance deposit for the bank to release the funds, i sent them different amounts (4x) until I realized they were just making up stories, first they said I put in the wrong account where my funds will be sent, only to find out later on that they are just sending it on their side as I have proof with the screenshot that I took when I was filling up the app, they said I need to send certain amount of money which will be refunded with the loan as soon as they receive the money, next would be that the money that they will send my loan with the initial deposit would total to over $500000 which will require me to pay for the tax, which I declined and thats the last communication I had with them, they took a lot of money from me, I have all the account number and names so Its not impossible to get it back, now with the  processor World Remit, as soon as I confirmed that it was a scam, which is same day, within 30 minutes, I called the them and cancelled the transactions on the app but it just kept freezing as their app is really buggy, and did not have luck on getting someone on the phone while waiting for hours. i know I did everything to fix everything in time and in line with their policy

  
  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,

  Michaelangelo

   

   

  Business Response

  Date: 09/29/2024

  September 29, 2024
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  This letter is in response to the rejection of the previous response of the Complaint raised by Mr. ************* *********.

  We have reached out to the local partner regarding Mr. *********** complaint, but as of now, we have not yet received a response.

  
  We kindly request your patience as we follow up on this matter and ask for a few more days to get an update. We will keep you informed as soon as we receive further information from the local partner.

  
  Thank you for your understanding.

   

  Kind Regards,

   

  Jowe

  Customer Answer

  Date: 09/30/2024

  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.]
  Its been almost 2 months now, i gave them all the necessary information, from the bank account to the name of the owner of account, i have been late with my bills because of this, I am hoping to get this done asap
  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,

  Michaelangelo

   

   

• Initial Complaint

  Date:08/08/2024

  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.

  My son was involved in a motorcycle accident approximately June 18, 2024. He needed a CT Scan for diagnosis reasons. I sent in two transactions $50.00 and $75.00 via WorldRemit. WorldRemit cancelled the two transactions. My WorldRemit # is WA20440317. Before I understood that the two transactions were cancelled because of technical difficulties I submitted a third transaction July 24, 2024 #********* $50.00 US Dollor/6,407.00 Kenya Shillings. I then learned that the first two transactions were cancelled because technical difficulties so I cancelled the third transaction. I received my refunds that they cancelled from the first and second transaction. The third transactions refund is still pending. I was told that the processing time for a refund is three business days. I communicated with WorldRemit regarding my refund and was told that they have communicated with the partnering vendor about my refund as the problem was with the partnering vendor. I asked them if the technical difficulties were cleared up so that I can send the money for my son to receive his CT Scan and was told it was ok. So since my son needed the medical treatment and I had used WorldRemit several months ago when a loved one passed away I thought it was ok to send $125.00 US Dollars/$15,774.00 Kenya Shillings in a fourth transaction #*********. Well WorldRemit cancelled the fourth transaction July 30, 2024. I am still waiting on my refunds.I still needed to get the monies to my son for treatment so I used MoneyGram to send the monies. Now I need my monies back so that I can pay my bill

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  Better Business Bureau
  ****************************
  *************************
  
  
  This letter is in response to the complaint filed on 8/7/2024 with the Better Business Bureau by ****************************.This complaint was received by us on 8/8/2024.
  
  Below are the details of the customer's issue and what was the resolution:
  
  1) Transaction ********* was received on 24/07/2024.
  2) Transaction ********* was received on 30/07/2024.
  
  Both transactions were unfortunately canceled due to an internal technical issue on our end. We can confirm that the refunds for these transactions were processed successfully. Specifically:
  
  1) Transaction ********* was refunded on 30/07/2024.
  2) Transaction ********* was refunded on 07/08/2024.
  
  Please find the attached proof of refund for each transaction.
  
  Please let us know if you need anything else.

   

  Kind Regards,

   

  Jowe

  
  

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Credit card breech

  Business Response

  Date: 08/03/2024

  This letter is in response to the complaint filed on August 1, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on August 2, 2024.

  Since  the statement of the customer does not provide enough information for us to investigate the complaint, we contacted the customer to obtain more information. It appears that there were unauthorized transactions on her debit card, which was used through Sendwave. The customer is unsure about having an account with ********************** and suspects that unauthorized transactions have occurred on their debit card.

  As a precautionary measure, Currently the account under her name has been blocked and we are cooperating with our relevant teams to thoroughly investigate these transactions and take appropriate action. In the meantime, we advised the customer to contact their bank to file a dispute regarding these unauthorized transactions which the customer agreed to. This will help to expedite the resolution process and ensure that their account is properly protected. A reversal was submitted to the transactions, however, it is not a guarantee that it will be successful, which the customer is aware of.

  Please note that we take the security and integrity of our customers' financial information very seriously. We are committed to conducting a thorough investigation into this matter and taking any necessary steps to prevent similar incidents in the future.

  We understand  that this situation may cause inconvenience and concern for the customer, and we apologize for any disruption this may have caused to their financial activities.

  Best regards,

  *************;

  Sendwave Complaints Specialist
  

  
  

• Initial Complaint

  Date:07/26/2024

  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.

  Date: 11/24/22 Amount $89.52 Reference number: ******* Expected refund and send back to my account $89.52. But i have not received a refund . They sent me a check but could not cash out because its been past 90 days. Sendwave told me that they will reissue a check but i have not receive none. I also fill up the form Refund Request form. And send the fund back to my bank account. But have mot also received it . Ive been calling them , emailing and following it up about it still not getting my refund. please i Need my my refund and my money back . ..AND I WOULD LIKE TO received the funds To my bank account. I attached the form of where the fund should be sent to.

  Business Response

  Date: 07/29/2024

  This letter is in response to the complaint filed on July 25, 2024, with the Better Business Bureau by consumer *********************. This complaint was received by us on July 26, 2024.

  We understand that the original check has expired and the customer was unable to cash it. We appreciate the request for either re-issuance of the check or direct transfer of the funds to the customers bank account.

  
  We received the manually filled Manual refund form sent to us and acknowledged receipt. However, we have informed the customer that we have updated our refund form, which requires additional information to be provided. The refund form has been sent to the customer. We have requested that they should complete the form with the required details and return it to us by replying to the email sent to them separately. Once we receive the completed form, we will forward it to our Refunds team for review. The request is subject for review, before we can proceed with the reissue of the check or with the refund.

  We look forward to receiving the completed refund form from the customer at their earliest convenience. 

  
  Best regards,

  Jonathan 

  Sendwave Complaints Specialist

  
  

• Initial Complaint

  Date:07/24/2024

  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 register on sendwave to send money, I got my account verified and also speak with customer support. Ever since all of my transfer came back not delivered after being sent, I spoke with different customer support who seems not to find any solutions for me. I changed recipients as well and change account numbers and yet my transaction got canceled. they won't tell me how to get it passed. I was told the transaction didn't pass approval criteria. I was told to change recipient and ** again ater 24 hrs and still didnt solve anything. I just want to send money

  Business Response

  Date: 07/25/2024

  July 26, 2024
  
  BBB
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  Phone: ************
  Fax: ************
  Email: ********************************************
  URL: *********************************
  
  RE: Complaint ID: ******** - ***************************** *****************************
  
  This letter is in response to the complaint filed on July 24, 2024 with the Better Business Bureau by *************************. This complaint was received by us on July 24, 2024.
  
  After conducting research into the nature of this complaint, the consumer claimed in their initial complaint that Sendwave was not allowing her to complete any transactions.
  
  Upon reviewing the consumer's account, it became evident that the account did not meet the requirements for using Sendwave. Several factors contributed to the account being restricted, aligning with the Terms and Conditions outlined under Section 1: General Terms, specifically part 5 - Our rights to refuse, cancel, suspend, or delay our services. Consequently, the transactions were automatically canceled, and the account has remained restricted up to this point.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

• Initial Complaint

  Date:07/18/2024

  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 use sendwave App frequently to send remittances to my family in *****. For a few months now, my brother starting using the same app to send remittances too. I noticed the rate he gets for his transfers are way higher than mine. As of today the rate on my app is $1 as equivalent to GH ***** whilst my brother who also live in the ** and in the same state rate is $1 to GH *****. In effect he gets more value for the money he send than me. I have called sendwave to seek explanation from them for this apparent discrepancy and they seem not to be able to provide any tangible reasons.

  Business Response

  Date: 07/18/2024

  BBB
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  Phone: ************
  Fax: ************
  Email: ********************************************
  URL: *********************************
  
  RE: Complaint ID: ******** - *****************************
  
  This letter is in response to the complaint filed on the 19th of July with the Better Business Bureau by *****************************. This complaint was received by us on the same date.
  
  We have investigated the nature of this complaint. In their initial report, the consumer alleged that Sendwave provided a different exchange rate to his brother.
  
  We sincerely apologize for any confusion this may have caused. However, it is important to note that we do not have control over exchange rates, as they are volatile and may fluctuate over time. As outlined in the Terms and Conditions under Section 2: Service Specific Terms part 3.5, "Our Fees and exchange rates can change at any time without notice." When we refer to an exchange rate in this Agreement, it denotes the price of one country's currency in comparison to another's at the relevant time for the specific currency pair (e.g., GBP to EUR) offered for a particular transaction. We determine this exchange rate by considering central bank and market rates, allowing us to account for various factors that may impact the value.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

  Customer Answer

  Date: 07/28/2024

  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,

  Joris

  They failed to address the main issue i raised: Two customers living the same country ***, and the same state NY and we both send money to same country ***** on the same day and yet one rate is way higher than the other.

  Anyways, i have decided not to use sendwave any longer. I have a new app and i get better rates from them. Sendwave customer service is below standard. I've had issues with them which they've failed to address after calling their customer service to complain about.

   

  Business Response

  Date: 08/02/2024

  BBB
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  Phone: ************
  Fax: ************
  Email: ********************************************
  URL: *********************************
  
  RE: Complaint ID: ******** - *****************************
  
  This letter is in response to the complaint filed on the 19th of July with the Better Business Bureau by *****************************. We received this complaint on the same date.
  
  We have investigated the nature of this complaint. In their initial report, the consumer alleged that Sendwave provided a different exchange rate to his brother.
  
  In the context of remittances, the volatility of exchange rates can significantly impact the amount of money recipients ultimately receive. For services like Sendwave, which facilitates international money transfers, fluctuations in exchange rates can affect the conversion rate applied at the time of transfer. This means that the value of the remittance in the recipient's local currency can vary, potentially resulting in either higher or lower amounts than anticipated. To mitigate this risk, Sendwave and similar services often employ strategies such as locking in exchange rates at the time of the transaction or providing transparent information about current rates and any associated fees. This approach helps ensure that users can make informed decisions and manage the financial impact of exchange rate volatility more effectively. As outlined in the Terms and Conditions under Section 2: Service Specific Terms part 3.5, "Our Fees and exchange rates can change at any time without notice." When we refer to an exchange rate in this Agreement, it denotes the price of one country's currency in comparison to another's at the relevant time for the specific currency pair (e.g., GBP to EUR) offered for a particular transaction. We determine this exchange rate by considering central bank and market rates, allowing us to account for various factors that may impact the value.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

  Customer Answer

  Date: 08/05/2024

  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,

  Joris

   

   

• Initial Complaint

  Date:07/11/2024

  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.

  There was an emergency and fortunately although more money was going to be sent, I started off with $100.00. I had previously used this app once before and it was successful. This time however it asked me for a picture of my Drivers License (front and back) and a recording of my face. I submitted that and the money was supposedly transferred and the recipient received a confirmation code. He was unable to retrieve the money. I called the first night and the agent blamed it on the store. Said they would update me. They didnt. It was tried at another store the next day and the message that showed up in the store is that Sendwave was rejecting authorization. I spoke with another agent who said they would cancel the transaction and I would get an email shortly. I didnt. A couple of days later I received a message saying the recipient needed to pick it up. I chatted with someone again and i mentioned they had been intentionally lying to me and I needed it cancelled as the prior agent stated. They said they would and I would receive an email after the call. They didnt cancel my transaction. Almost a week later and the transaction has not been cancelled nor have I received my money back. It just timed out. This foreign company collected biometrics information and then stopped services. Their agents have consciously lied to me over and over again. There is no control or reliability. My concern is the data they are collecting considering their agents have lied each time I contacted them. I cant imagine how many people are being taken advantage of.

  Business Response

  Date: 07/13/2024

  Thank you for bringing your concerns to our attention. At Sendwave, we take the privacy and security of our customers' personal information very seriously. Our primary purpose in collecting user information is to provide you with a safe, smooth, and efficient experience, as well as to provide the service you have requested from us.
  
  We would like to address the specific concern regarding your transaction dated July 4, 2024, for an amount of $100. We would like to inform you that this transaction was already cancelled on July 11, 2024, and the funds were promptly refunded back to your bank account. We have attached a proof of cancellation for your reference.
  
  Please be assured that we handle all transactions in accordance with our policies and procedures, and we take pride in ensuring that all transactions are processed accurately and efficiently. We understand that any delay or issue can cause inconvenience, and we apologize for any distress this may have caused.
  
  We want to reassure you that your privacy and the security of your personal information are extremely important to us at Sendwave. We are committed to protecting and respecting your privacy and handling your information in an open and transparent manner.
  
  
  If you have any further questions or concerns, please do not hesitate to contact us. We appreciate your understanding and look forward to serving you better in the future.
  
  
  Thank you for choosing Sendwave.
  
  Sincerely,
  
  *****
  Sendwave