Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Money Transfers

Sendwave

This 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 Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2024

    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.
    On the 20th of MaY I sent money to sendwave via my debit card to send money to a recipient. The money wasn't delivered that day. I got a notification on the 21st of May that the money was delivered. I contacted the recipient and she said the money was never recieved. It was confirmed via a statement of account by her bank. I contacted sendwave and they were lying till I sent a statement of account and they confirmed that the money wasn't delivered. They promised to send a refund and when I contacted them for a refund they started giving me a run around and telling me about not having a time to refund. The customer care service workers sounded not interested. It's a sum of $2999. It's for an emergency. Sendwave refused to refund the money and want the money to just vanish. Attached are my receipt and the statement of account showing that the money was never delivered

    Business Response

    Date: 06/03/2024

    This letter is in response to the complaint filed on May 30, 2024, with the Better Business Bureau by consumer ************************** . This complaint was received by us on May 31, 2024. We apologize for any inconvenience this has caused and we are committed to resolving this matter as soon as possible.

    Thanks for taking the time to let us know youve had this experience with us. We apologize for the inconvenience you experienced during your recent transaction. We would like to address your concerns and provide a detailed explanation of the process.

    We have conducted a thorough investigation into the issue and we are pleased to inform you that we have identified the root cause of the problem. Our local partner has confirmed that there was an issue with the transaction on their end, which resulted in the delay in depositing the funds into your receiving account. Despite being marked as successful on our end, the transaction was not successful on their end.

    We apologize for any inconvenience or frustration this may have caused and appreciate your patience as we worked to resolve the issue. We have taken steps to rectify the situation and have reversed the transaction on May 30, 2024 and processed a refund for the affected transaction to ensure that you receive the full amount back.

    Please note that refund processing times may vary depending on the bank's processing schedule. We estimate that it will take approximately 5-10 business days for your refund to be processed and credited back to your account. Please allow for this timeframe and monitor your account for the refund.

    We deeply regret any confusion or frustration caused by this issue on your funds. We are continuously working to improve our systems and processes to minimize such delays and provide a seamless experience for our customers.

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

    Customer Answer

    Date: 06/03/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

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

    Regards,

    *************************
  • Initial Complaint

    Date:05/30/2024

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I used SendWave to send $80 for an emergency purpose yesterday with the ** *****************, and it's been more than 24 hours. The transaction is still processing. I called them, and they told me that there was a technical problem with my local bank. This is very frustrating. I need my money to be refunded and I will never use Sendwave again to do any transaction. Poor service delivery.

    Business Response

    Date: 06/01/2024

    This letter is in response to the complaint filed on May 30, 2024, with the Better Business Bureau by consumer Bala, Sunday . This complaint was received by us on May 31, 2024. We apologize for any inconvenience this has caused and are committed to resolving this matter as soon as possible. 

    Thanks for taking the time to let us know youve had this experience with us. We acknowledge that your transaction was not processed on time as anticipated, and we apologize for any inconvenience this may have caused. We understand that timely and efficient processing is essential to our customers.

    We acknowledge that on the day of your transaction, our local partner system experienced a high volume of activity, which may have caused delays in processing times. As requested, the transaction has been cancelled and the reversal of your funds has been processed.

    In order to ensure a secure and smooth transaction process, Sendwave implements an authorization hold on the funds involved. This hold is a temporary measure that allows us to confirm the availability of funds for the transaction and protects both the sender and the recipient. During the processing time, the funds are not fully debited from your account; they are only reserved.

    Please be advised that, as a result of the transaction being cancelled, the funds were not withdrawn from your bank account. Instead, we have submitted a request to your bank to release the authorization hold placed on your funds. The release of the hold is subject to your bank's processing time, which typically takes 5-10 business days. Please note that this timeframe may vary depending on your bank's specific policies and procedures.

    We deeply regret any confusion or frustration caused by this temporary hold on your funds. We are continuously working to improve our systems and processes to minimize such delays and provide a seamless experience for our customers.


    Sincerely,

    ********

    Complaints Team

    Sendwave


    Customer Answer

    Date: 06/01/2024

    [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,

    Sunday Bala
  • Initial Complaint

    Date:05/28/2024

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Monday, May 20th, 2024, I initiated a transaction via Sendwave to transfer $2,000 (equivalent to ********* Naira) from my **** of America account to my Access **** account in *******. Despite the deduction from my **** of America account, the corresponding funds were not deposited into my Access **** account.Upon contacting Access **** in *******, they confirmed the non-receipt of the transferred funds. Despite the completion and delivery status shown by Sendwave, Access **** provided evidence to the contrary.I reached out to Sendwave, seeking assistance and requesting the anticipated crediting of my Access **** of Nigeria Account. Unfortunately, they did not respond to multiple emails and chat conversations, wherein assurances to resolve the issue were given. Subsequently, Sendwave advised me to contact Access **** in ******* for a statement of account as evidence, which I promptly obtained and forwarded back to Sendwave. To date, Sendwave has not resolved the matter and has ceased responding to my emails. I requested an immediate reimbursement of the deducted funds to my **** of America account. However, they have failed to either deposit the funds into my Access **** account in ******* or return them to the original source, my **** of America debit card.

    Business Response

    Date: 06/05/2024

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

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

    This letter is in response to the complaint filed on May 28, 2024, with the Better Business Bureau by consumer *************************. This complaint was received by us on May 28, 2024.

    We've thoroughly investigated the complaint regarding the transaction. The process began when the customer initiated the transaction with ********************** on May 20, 2024. Upon receiving the request, we promptly forwarded it to our local partner in ******* for processing, with the aim of crediting the funds to the intended recipient's account.

    While our partner confirmed receipt of the transaction and commenced the crediting process, unfortunately, a technical issue arose. Despite receiving confirmation of successful delivery and sending him an automated email on May 21, 2024, it appears the funds did not reflect in the recipient's account. Upon the customer's notification of the discrepancy via chat on May 22, 2024, the customer provided the recipient's bank statement as a reference, which we received on May 27, 2024. Subsequent investigation revealed an operational issue with our payout partner in *******, wherein transactions were erroneously marked as paid or delivered without actual crediting to the recipient's account.

    We promptly engaged with our local partner, providing them with evidence from the recipient's bank statement, and requested proof of delivery for further examination. On June 2, 2024, we received confirmation from our merchant partner that the funds were indeed reversed back to us, indicating the transaction's failure to reach its intended destination.

    While we're fully prepared to refund the $2,000.00, it's imperative to address the charge back dispute filed by the bank on May 29, 2024. To facilitate the refund process, we kindly request that the customer contact his bank to cancel the charge back dispute. Once resolved, we'll swiftly process the manual refund to ensure the customer's satisfaction.

    While we never intended to delay the transaction or refund, we sincerely apologize for any inconvenience caused. Our partner reversed the funds to us on June 2, 2024. When the customer contacts his bank, please ensure you obtain documentation proving the cancellation of the charge back reversal. Additionally, kindly request the customer's bank to communicate with ********************** to confirm the successful reversal and expedite this process.

    We sincerely apologize for the inconvenience caused and assure you of our commitment to resolving this matter swiftly and efficiently.

    Sincerely,

    Rejekka C.
    Sendwave Complaints Team


    Customer Answer

    Date: 06/05/2024

    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. 

    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,

    Qasim


    This is my response to Sendwave, and I will be as brief as possible.

    First of all, Sendwave misrepresented the facts. My complaint was initially filed on May 21, 2024, after the transaction processed on May 20th was not credited to the expected account as usual. Unfortunately, Sendwave only took my issue seriously after I warned them that I would dispute the withdrawal of funds with my bank, **** of America. This complaint was submitted to Sendwave on May 21, 2024.

    Despite my complaints about the failed transaction, the status still shows as "delivered" on Sendwave's platform, even though they claimed the refund has been processed. This is both ridiculous and unacceptable. Attached below is evidence showing that Sendwave continues to display the transaction as delivered instead of failed or undelivered.

    To make matters worse, Sendwave sent me an email on May 28, 2024, informing me that my account had been suspended and blocked from future transactions. It is frustrating and unacceptable that after failing to refund my money, they also blocked my account.

    After this painful experience and with no resolution from Sendwave, I disputed the transaction with **** of America on June 1, 2024, informing them that while I authorized the transaction, the merchant (Sendwave) did not fulfill its obligations. The chargeback dispute filed by **** of America will not be canceled. The merchant should resolve this matter with the bank. Instructing me to cancel the dispute is unwarranted and unacceptable. The merchant should unlock my account, or I will seek an alternative foreign exchange payments platform.

     

    Business Response

    Date: 06/16/2024

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

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

    This letter is a follow-up response to the BBB complaint filed on May 28, 2024, with the Better Business Bureau by consumer *************************. We received the user's response on June 12, 2024.
    We understand that the customer initially reported the issue to us on May 21, 2024, and subsequently filed a BBB complaint on May 28, 2024, referencing this date in the complaint.

    Certain transactions were inaccurately marked as successful despite funds not reaching their intended recipients, including affecting the customers transaction. On May 27, 2024, the customer provided a bank statement as evidence that the transaction did not process as expected. We promptly forwarded this documentation to our partners and received confirmation on June 2, 2024, that funds had been reversed to Sendwave , allowing us to proceed with issuing the refund.

    Despite the customers indication that the transaction did not succeed, we conducted a thorough investigation with our merchant partners to substantiate the customers claim. However, our disputes team subsequently informed us that the customer had initiated a charge back dispute with his bank. As a result, the transaction remains marked as successful in the Sendwave application, and we are unable to process the refund until the charge back is resolved with his bank.

    On May 28, 2024, we notified the customer that his ********************** account was temporarily suspended due to the ongoing charge back dispute, a measure taken while our initial investigation was underway. Despite our efforts to resolve the matter internally, the customer proceeded with the charge back review before we could provide a resolution or obtain further information from our partners.

    Following your bank's advice that the pending case could not be canceled, we have instructed our back-end team to reactivate your account. We are currently working closely with your bank to expedite the resolution of the charge back issue, once the pending dispute is rectified we will proceed with reactivating the customer's ********************** account.

    We apologize for any inconvenience caused and assure you of our commitment to resolving this matter promptly.

    Sincerely,

    Rejekka C.
    Complaints Team
    Sendwave

    Customer Answer

    Date: 07/02/2024

    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. 

    Kindly assist to reopen the subject case ******** that I erroneously closed few days ago. The company has misrepresented the facts and information regarding my complaint. I deeply regret using the Sendwave platform to send money overseas. Despite being aware that they did not deliver the funds as processed, they proceeded to dispute the chargeback issued by my bank.

    Following discussions via phone and email, they agreed to manually refund the money if I withdrew the dispute with my bank that led to the chargeback. Consequently, I instructed my bank to cancel the chargeback and return the funds to Sendwave in the hope that they would fulfill their promise of manual refund to my debit card.

    Unfortunately, the company has failed to honor their commitment to refund the money to my account. It is advised to use the Sendwave platform at your own risk, as it is not a trusted service.


    Business Response

    Date: 07/06/2024

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


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


    This letter is a follow-up response to the BBB complaint filed on May 28, 2024, with the Better Business Bureau by consumer *************************. We received the user's response on July 2, 2024.

    The users Sendwave account was reactivated on June 18, 2024, following successful coordination between our disputes team and the users bank to resolve the issue.


    On June 28, 2024, our back-end team sent a manual refund form to the customers email address, and we received his response the same day.


    On July 3, 2024, we notified the customer via email that the manual refund was processed on June 28, 2024, and that the funds should appear in his bank account within three working days, depending on his banks settlement time frame. We are currently awaiting confirmation from the customer regarding the receipt of these funds.


    We appreciate the customers patience as we resolve this matter.


    Sincerely,


    Rejekka C.
    Complaints Specialist
    Sendwave

  • Initial Complaint

    Date:05/28/2024

    Type:Sales and Advertising Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I used Sendwave to transfer money overseas. The money was stuck in processing for 3 days . I called to cancel the transfer as soon as I saw the money was stuck in processing. I called 3 times and for 3 days times to cancel. Nobody did anything and the money still got delivered and picked up by the recipient who I already paid by other means for the services rendered. When I called sendwave they basically told me to too bad . So I paid the recipient twice for the same service because Sendwave didn't cancel the transaction. I am screwed.

    Business Response

    Date: 05/30/2024

    I am writing to address the concerns you have raised regarding your transaction on May 24, 2024. I understand that you requested a cancellation for the transaction with your recipient, *************************, and I apologize for any inconvenience this may have caused.

    As we reviewed your case, I wanted to inform you that we sent an email to our local partner in ******* to request cancellation of the transaction. However, at the time of cancellation, the transaction was already in the final stage of delivery, which is outside of our control as our local partner does not have the means to cancel transactions once they have reached this stage.


    Additionally, we experienced an outage on our local partner's side in ******* during that time, which is beyond our control. As per our terms and conditions, we do not take responsibility for any delays caused by local outages or service disruptions. Our policies are clear that we will not process any delays for transaction.

    I would like to assure you that we are committed to providing a high level of service and transparency to our customers. I understand that this may have caused frustration and inconvenience, and I want to assure you that we are doing everything possible to prevent such situations in the future.

    Please let me know if you have any further questions or concerns regarding this matter. I would be happy to discuss this further with you and provide any additional information or clarification.

    Thank you for bringing this matter to our attention.


    Best regards,
    *****
    Sendwave

    Customer Answer

    Date: 05/30/2024

    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.]

    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: 06/04/2024

    Thank you for reaching out to us about your concerns regarding the transaction. We apologize for any inconvenience this may have caused.

    After investigating this matter, we have found that the transaction was successfully processed and the funds were delivered to the recipient on May 28, 2024. We have confirmed with our payment processor and bank that the transaction was completed in a timely manner and the funds were released as intended.

    As the transaction was a cash pickup, we do not have any means to request a reversal of the funds. The payment was made directly to the recipient, and we do not have the ability to reverse or cancel the transaction.

    We understand that you may have concerns about the transaction, but we assure you that we have done everything possible to ensure that the transaction was processed correctly. We appreciate your patience and understanding in this matter.

    If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you.



    Best regards,

    *****
  • Initial Complaint

    Date:05/23/2024

    Type:Order Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I used Sendwave to send $2999 to a family members *********** account in ******* to make a purchase for a product on May 12. For some reason Sendwave local partners took ********************************************************************************** 2 years. However, the money never arrived in the account. I sent them the recipients bank statements on May 15 and May 17 to prove the money never arrived. I have been calling them during business hours daily. Their Staffs keeps telling me we are contacting our *********** partners in ******* but not getting a response. It seems like the money was diverted into another account since *********** Reps are refusing to respond. I have requested that their partners provide proof they deposited my money. Its been over 1 week, no update from their partners on the deposit. I need my money back asap or fund the receivers account. If you are outside of ******* and planning on sending money to *********** through Sendwave, please DO NOT USE this app. My *********** Tracking number is ********. I no longer plan on using this app.

    Business Response

    Date: 05/24/2024

    This letter is in response to the complaint filed on May 23, 2024, with the Better Business Bureau by consumer ********************. This complaint was received by us on May 23, 2024. We apologize for any inconvenience this has caused and are committed to resolving this matter as soon as possible. 

    We are working diligently to investigate this issue, in collaboration with our local partner in *******. We are conducting a thorough investigation to identify the root cause of the error and ensure that it does not occur again in the future. We want to assure you that we are doing everything in our power to resolve this case and facilitate the release of the funds as soon as possible.

    We will keep you updated on our progress and will notify you as soon as we have any further information. Please know that we value your business and appreciate your patience and understanding as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to reach out to us.

    Thank you for your understanding.



    Best regards,
    *****




    Customer Answer

    Date: 05/24/2024

    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. 

    Thanks for your response! I understand you are investigating, however, I need my money refunded as soon as possible while you continue with your investigation.  Its been almost two weeks of waiting and hearing the same response from your employees. My husband and I have a hotel that we have been building for 4 yrs in ******* with a proposed opening month of June.  We wanted to purchase a 150 KVA generator this past Wednesday, bring it to the project site, and connect all electrical wirings. The lack of your **************************** funding the *********** account with almost 4 million Naira (equivalent to dollar amount sent) prevented us for making this purchase. Currently, the inflation issue is driving the prices of materials/generators up.  I hope you understand the urgency in requesting a refund. Thanks in advance for honoring this request.



    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: 05/31/2024

    We are writing to respond to your recent complaint filed with the Better Business Bureau (BBB) regarding an issue with your refund.

    We apologize for any inconvenience this may have caused and appreciate the opportunity to resolve this matter.

    We are pleased to inform you that we successfully reversed the funds back to your account with **** of America on May 18, 2024, as per our records. The *** number associated with this refund is [***********************]. You can find the proof of refund attached to this email.
    As you review with your bank account, if you notice that the funds are still not reflected in your available balance, please reach out to **** of America directly for further assistance.

    They will be able to provide you with more information on the status of the refund.
    We appreciate your patience and cooperation throughout this process.

    If you have any further questions or concerns, please do not hesitate to contact us.


    Sincerely,
    *****
  • Initial Complaint

    Date:05/15/2024

    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 made a transfer on sendwave platform on the 13th of May to fidelity bank instead of first bank .I have asked for reversal/refund but its been more than 30days I have not gotten my money back.Kindly assist.

    Business Response

    Date: 05/17/2024


    I am writing to respond to your Better Business Bureau (BBB) complaint regarding the issue with your recent transaction. I apologize for any inconvenience this has caused

    After reviewing your case, we have found that the issue was due to a mistake made by you, where you inadvertently selected a different bank institution as the recipient for your transaction. On April 15, 2024, you requested a reversal with the bank, and we have been working to resolve the issue.

    I am pleased to inform you that our local partner in ******* has made every effort to reverse the funds, and we have just received confirmation that the funds have been successfully reversed back to our ledger on Sendwave. As a result, we have updated your transaction to reflect the refund, which will be returned to your bank institution within bank processing time.

    Please note that we appreciate your patience and understanding in this matter. We are committed to providing excellent customer service and ensuring that any issues are resolved promptly and efficiently.


    Regards

    *****

    Sendwave

  • Initial Complaint

    Date:05/15/2024

    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.
    Sendwave got a system glitch I was only sending $45 but thats why I confirmed it Im confident I out the right amount. But after the confirmation it shows $456 which they got system issue and the supervisor I spoke is very unprofessional and rude. The issue isnt resolved yet until now

    Business Response

    Date: 05/17/2024

    This letter is in response to the complaint filed on May 15, 2024, with the Better Business Bureau by consumer *** Chanel *********************************. This complaint was received by us on May 16, 2024.

    We appreciate the time you took to share your experience with us. We are truly sorry for the inconvenience you encountered during your recent transaction. We acknowledge that an error occurred, resulting in the incorrect amount of $456 being delivered to the recipient instead of the intended $45. We are committed to addressing this issue and providing a resolution to your concern

    We have reviewed the circumstances surrounding your transaction on May 11, 2024. We acknowledge that you intended to send $45 to the customer, but unfortunately, an incorrect amount of $456 was delivered. We understand that you double-checked the amount on your application, which prompted our investigation. Our initial analysis has revealed that there were no known issues with the application at the time of transaction creation, and we have subsequently engaged our engineering teams to investigate further.

    We are pleased to confirm that we have formally submitted the reversal request to our local partner and have also furnished the requisite documentation, including the authorization letter from your recipient, dated May 17, 2024. This will enable the swift processing of the reversal request. Please be aware that the reversal process typically takes approximately 30 days to complete, pending the processing time of our local partners. We will do our best to expedite the process, but please note that this time-frame may be subject to variation. We will keep you updated on the progress and notify you as soon as the reversal is completed.

    Furthermore, I would like to acknowledge your feedback regarding your previous interaction with one of the supervisor. I want to assure you that we take your concerns seriously and will address this matter promptly. We will conduct a thorough review of the case to ensure that our service standards were met and identify any areas for improvement. Your input is crucial in helping us refine our services and enhance the overall customer experience.  

    We value your feedback and are continuously working on improving our services to provide a better experience for our customers. Your satisfaction is our top priority, and we appreciate your understanding in this matter. If you have any further concerns or questions, please do not hesitate to contact our customer support team.

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

  • Initial Complaint

    Date:05/09/2024

    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.
    Ive being using the Sendwave app since September, 2023 and today, I sent $100 to my personal account *********** in ****** Via Pix (Remittance) that would be a total of (R$ 507,00) Got the receipt showing it was delivered, but I never got the money in my account. Decided to send $1 to see if both app was working properly, and got the money in less than 5 minutes as usual. After that, Ive Contacted the customer service via chat and telephone, followed the instructions and sent my **** Statement from ****** showing that the money wasnt received and explaining what happening. Did not hear back. Also contacted **** of America to dispute the transaction, but still pending. The money was taken from my personal account in the ** but never arrived in my personal account in ******. Would like to have a solution for a refund or complete delivery. Thank you in advance.

    Business Response

    Date: 05/10/2024

    This correspondence serves as a response to the complaint lodged on May 10, 2024, with the Better Business Bureau by *********************************** *******************. We are sorry to hear that you had a negative experience with your transfer. We understand that this must have been frustrating and inconvenient for you.

    Upon investigation, we found that the transaction was marked as "success" and had indeed been delivered to the intended recipient's account. However, we understand that you did not receive the funds as expected. We reviewed your report and were alerted to investigate this matter further. Our team worked closely with our local partner to determine the issue.

    Unfortunately, we discovered that there was an error with the transaction, which is why our team was able to process the reversal of the funds back to your bank account. We want to assure you that we are taking steps to prevent similar errors from occurring in the future.

    We appreciate your patience and cooperation in this matter. Please be assured that we value your business and are committed to providing a high-quality service. If you have any further questions or concerns, please do not hesitate to contact us.

    Thank you for your understanding.

    Sincerely,
    *****


    Customer Answer

    Date: 05/11/2024

    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 # ********.

    There was no error by my end. I use this app for months now and the error is with the Sendwave System, not me. They cancelled the transaction, but did not got a refund and dis not got any cancelation/refund letter or anything to prove the cancelation/refund. That being said, the money still not returned to mu bank account and Im unable to dispute the transaction because I do not have a cancelation/refund number or anything from then to prove the refund/cancelation. Not professional at all. They cancel just after me using the BBB but no refund at all. 


    Regards,

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

     

     

    Business Response

    Date: 05/14/2024

    We apologize for the inconvenience that you have experienced with your recent transaction. We understand that the issue with your transaction has caused you frustration and concern, and we want to assure you that we are taking steps to resolve this matter as quickly as possible.

    Upon reviewing the details of your transaction, we received an update showing that the funds of $100 were not reflected in the intended recipient's account. We conducted a thorough investigation into this matter to determine the cause of the issue and have identified that the transaction was incorrectly tagged as successful by our local partner.


    We want to assure you that we have already processed a refund for this transaction on May 10, 2024. We have attached a proof of refund as evidence of the refund, which shows that the funds were returned to your **** of America account. We kindly request that you provide this ARN number to your bank for seamless tracking of the funds.

    We value your business and appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to contact us.



    Sincerely,
    *****
    Sendwave

    Customer Answer

    Date: 05/14/2024

    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. 

    I did not got any number or email confirming my refund from Sendwave. All I keep getting in my email is spam asking me to update my ID which I already did and they keep sending me the same email over and over. My Bank is conducting an investigation, and I would like to have the refund document (confirmation) by you guys send to my email, please so I can close the case. Thank you.

    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,

    ******** Macidalia

     

     

  • Initial Complaint

    Date:04/30/2024

    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.
    I have unauthorized charges on my sendwave account my account have been blocked for over a month and have not yet my money refunded to my debit card.this the 2nd time that a fraud has been committed and last time it took them over 8 months to reopen my account.

    Business Response

    Date: 05/06/2024

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

    RE: Consumer Complaint 21647082: ***************************

    This letter is in response to the complaint filed on April 30, 2024, with the Better Business Bureau by consumer ***************************. This complaint was received by us on April 30, 2024.

    We have researched the nature of the complaint. The transaction was created and received by Sendwave on April 5, 2024, and after receiving it, we forwarded it to our local partner in Indonesia for the processing of having the funds credited to the recipient account. Our partner acknowledged the transaction request and was in the process of having it credited. We received a confirmation that the transaction was successfully delivered and an automated email sent to the consumer on April 5, 2024. The consumer has reached out to us informing us that his Sendwave account was hacked and two unauthorized transactions were created, he also confirmed that there were changes on his email address and phone number registered on the account. 

    Following our standard protocol, we promptly initiated a reversal process in an attempt to recover the funds from our merchant partner. Regrettably, our efforts were impeded as the funds had already been utilized by the unintended recipient. To prevent any further unauthorized transactions, the associated recipient has been permanently closed and blocked.

    As of April 5, 2024, you were advised to immediately change your email address and Sendwave password. Your phone number was reinstated to its original state *************), and you were notified that your account would undergo a thorough review by our dedicated team before reinstatement.

    We strongly advise you, if not already done, to contact your bank without delay to report this unauthorized charge. Your bank is equipped with established procedures to address fraud-related incidents, including reimbursement for lost funds. It is also prudent to review your recent transactions for any additional unauthorized charges, which may necessitate disputes with the respective merchants. Additionally, we recommend reporting this incident to your local law enforcement agency for potential investigation. Should they require our cooperation, we assure you of our full assistance in providing relevant details.

    We sincerely apologize for the inconvenience caused and assure you of our commitment to resolving this matter swiftly and efficiently.

    We sincerely apologize for the inconvenience this has caused.

    Sincerely,

    Rejekka
    Complaints Team
    Sendwave

    Customer Answer

    Date: 05/13/2024

    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,

    ******

     My account still remains closed and this response is does not offer whether what I need to do to reopen my account on the app and most of all my money has not been reimbursed.i charged my email password,bank password and also app password.what do I need to do have my app work do I open another and create a new account.i did all I was told to do as mentioned above.

    Where the h*** is my money

    And when can I start send money to my relatives in ***** who desperate need this money for health and daily survival.

     I am disabled and wheelchair bound amputee with many health issues.this company is causing me emotional stress even after been a customer for almost 10 yrs.  

       *************************;

     

     

     

     

    Business Response

    Date: 05/16/2024

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

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

    This letter is a follow-up response to the complaint filed on April 30, 2024, with the Better Business Bureau by consumer ***************************. We received the user's response on May 13, 2024.

    After thoroughly investigating the customer's concerns, we understand their frustration with being unable to utilize Sendwave due to their disabled account. This action was taken as a security measure following the customer's report of a potential hack and unauthorized transaction on their account.

    On April 6, 2024, we promptly notified the customer via email about the detected unusual login attempt and the subsequent temporary disablement of their Sendwave account. In our communication, we outlined the necessary steps for account recovery, including resetting passwords for Sendwave, email, and any linked accounts. Additionally, we requested identity verification through a selfie holding a valid ID, a standard procedure to safeguard account integrity. Regrettably, despite our clear instructions, the required documents were not submitted, resulting in the continued suspension of the Sendwave account.

    Regarding the recent request received on May 13, 2024, to delete his Sendwave account, it appears to conflict with the customer's initial desire to continue using our service, as stated in their complaint. To address this discrepancy, we urge the customer to review their email inbox, as we have sent detailed instructions for resolving the account suspension and enabling them to resume Sendwave transactions. We remain committed to assisting the customer in restoring access to their account and ensuring a secure experience with our platform.

    Regarding the unauthorized transactions created on your account, we strongly advise you, if not already done, to contact your bank to report this unauthorized charge. Your bank is equipped with established procedures to address fraud-related incidents, including reimbursement for lost funds. It is also prudent to review your recent transactions for any additional unauthorized charges, which may necessitate disputes with the respective merchants. Additionally, we recommend reporting this incident to your local law enforcement agency for potential investigation. Should they require our cooperation, we assure you of our full assistance in providing relevant details.

    We sincerely apologize for the inconvenience caused and assure you of our commitment to resolving this matter swiftly and efficiently.

    Sincerely,

    Rejekka
    Complaints Team
    Sendwave
  • Initial Complaint

    Date:04/19/2024

    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 use Sendwave to send money to family in the ***********. (Please see the bank statement that I uploaded for supporting documents) I attempted 2 transactions posted 3/28/2024. The 1st transaction of $18.14 was successful. I attempted a 2nd transaction for the amount of $27.21, but the transaction for some reason did not complete nor was there any confirmation on the Sendwave App that the money was sent. I attempted to retry the failed transaction but a drop down window appeared with a message stating "Do you wish to do a duplicate transaction of the same amount of funds to the same recipient." I was confused by this message as if the first attempt *** have gone through. I did NOT attempt to duplicate the transaction of $27.21 and waited to hear from the recipient if the money was received. The recipient never received the money from Sendwave. Yet on 3/27/2024 there was a pending charge on my Ridgewood Debit account of $27.21 and finally posted on 3/28/2024 and was confirmed by *********************** (********** branch, **************) that the merchant received the $27.21. I have contacted Sendwave about this issue. They kept telling me verbally on the phone, live chat and emails that they will escalate this issue with their Relevant teams and senior managers to investigate the problem. So far lots of talking and no action. I have uploaded the same bank statement as requested by Sendwave's ******** care agents. Two of the ******** care agents admitted seeing the charges of $27.21 and cannot justify any transactions on their end to match the $27.21 posted to my ***************** acct. This has been a very frustrating experience dealing with Sendwave to resolve this issue. A few agents advise me to contact my bank although I have told the agents that I have already contacted the bank and the charges were confirmed and sent to Sendwave. Sendwave refuses to resolve the issue for receiving money for services that were not rendered nor justified. Please Help.

    Business Response

    Date: 04/23/2024

    April 23, 2024

    BBB
    **********************************************************; 02134

    RE: Complaint # ********

    This correspondence serves as a response to the complaint lodged on April 20, 2024, with the Better Business Bureau by *************************. Our receipt of the complaint coincided with the same date.

    Upon thorough investigation into the essence of this complaint, it was found that the consumer alleged in their initial filing to have incurred a charge of $27.21 on March 28 from Sendwave. However, they assert that this transaction did not reflect on their Mobile App.

    Following an exhaustive review of the consumer's assertions regarding the aforementioned charge, it has been unequivocally determined that no transaction occurred on March 28.

    Subsequently, we promptly contacted the consumer, apprising them of the absence of any transaction amounting to $27.21 on March 28. Furthermore, we advised the consumer to initiate contact with their bank to formally dispute the charge.

    In the interim, should the consumer require additional clarification or assistance pertaining to this matter, our *************************** remains readily available at **************.

    Sincerely.

    ***

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.