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:04/06/2024

  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.

  In November 2023, money in Dollar currency was sent through (Send Wave) to a (DIAMOND XTRA **********) account an ******************** Naira account for ZION GLORY EVANGELICAL through which a Dollar domiciliary account number ********** was generated.When the receiver was sent the credit alert and the account number, he visited ******************* to confirm the financial transaction which was confirmed, a demand documentation was placed on the receiver to formalise the account operation. Upon several attempts, the documentation presented by the receiver was not acceptable by ***********.Meanwhile, three lodgements were made to the account through send ********************** yet the account was locked by *********** due to irregular document presentation and the money could not be withdrawn by the receiver hence, the only alternative left as agreed by the receiver and *********** was for the money to be sent back through sendwave to the sender. The receiver gave a written authorisation to *********** to send the money back. *********** confirmed they made two sent back deliveries to Send Wave with the following ticket numbers BANK API 00000000764089BFT/ZION GLORY EVANGELICAL $207.0, BANK API00000000808471BFT/ZION GLORY EVANGELICAL $263.01 which were rightly acknowledged by send wave but I the sender was never contacted.Grateful if you will help me check your records to confirm these transactions.I the sender called sendwave 2 weeks ago, spoke with an agent and lodged my complaint, I was told I will get a response in ***** hours but got no update or reply till date. I called back again and was told *********** is yet to respond and a follow up email has been sent. On 25th of March, 2024 and Sendwave is yet to get back with me or let me know something, no updates.Today is April 6th 2024, I spoke with a sendwave customer agent who clearly told me ********************** don't have any complaints from me lodged in the system but my sendwave account was put on hold( review).

  Business Response

  Date: 04/13/2024

  Hi ********,
  
  We at Sendwave acknowledge and appreciate your concern, which was brought to our attention on April 6, 2024, through the Better Business Bureau (BBB). We apologize for the inconvenience you experienced with your recent transaction that was pending for 34 minutes due to the high volume of transactions our local partner received.
  
  We would like to assure you that we have successfully delivered the transaction to your intended recipient's account on the same day you initiated the transaction. Our commitment to providing efficient and reliable services remains unwavering.
  
  In reference to your complaint, we would like to clarify the terms and conditions stated in Section 12 of our policy, which highlights the Limitation of Liability. Sendwave is not responsible for any delays, failure to execute, or errors in the execution of your remittance request due to circumstances beyond our reasonable control. These circumstances may include strikes, power failures, equipment malfunctions, war, riots, governmental or court orders, work stoppages, or similar occurrences or circumstances. Additionally, we are not responsible for any delays caused by incorrect or incomplete information provided by you.
  
  We would also like to emphasize that Sendwave reserves the right to refuse or delay processing any request if it would violate any guideline, rule, policy, or regulation of any government authority or funds transfer system. This is to ensure compliance and maintain the integrity of our services.
  
  Furthermore, we would like to explain our transaction cycle process. When you initiate a transaction with Sendwave, we request an authorization hold on the specific funds to ensure they are not used during the transaction's pending period. This is a standard procedure to protect both parties involved. Once the transaction is successfully delivered to the recipient's account, ********************** will release the authorization hold and that's the time that sendwave will completely removed that funds from your account.
  
  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.
  
  
  Thank you for bringing this issue to our attention. If you have any further questions or concerns, please do not hesitate to contact our customer support team.
  
  
  
  Best Regards,
  
  
  *****
  Complaints
  
  
  
  
  

  Customer Answer

  Date: 04/22/2024

  [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 is not a specific answer to my issues and/or concerns in reference to complaint #********. But I would like BBB to know my money has been refunded by sendwave. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I believe if I never made a complaint via BBB, Sendwave will careless about my issue despite my several complaints to sendwave support and help team.

  Thank you BBB!

  
  Regards,
  
  ******* Opeolu

• Initial Complaint

  Date:04/03/2024

  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 sent money through send wave. They instantly took money from account. They are supposed to deliver the money to the recipient within minutes. They did not deliver the money and they have not refunded it back to me.

  Business Response

  Date: 04/03/2024

  This letter is in response to the complaint filed on April 3, 2024, with the Better Business Bureau by consumer *******************************. This complaint was received by us on April 4, 2024, 2024.
  
  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 understand that your funds were placed on hold for an extended period, and we would like to address your concerns and provide a detailed explanation of the process.
  
  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. However, we assure you that your transaction was successfully delivered to the recipient's account on the same day, as promised. This prompt delivery demonstrates our commitment to providing efficient and reliable services to our customers.
  
  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.
  
  Once the transaction is successfully delivered to the recipient's account, the authorization hold is released, and the funds are fully debited from your account. In your case, the authorization hold was in place for less than 30 minutes since the transaction was successfully delivered to the intended recipient.
  
  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
  
  Thank you for bringing this matter to our attention. We value your feedback and will take the necessary steps to address your concerns. If you have any further questions or require assistance, please do not hesitate to reach out to our customer support team.
  
  
  
  
  

• Initial Complaint

  Date:02/25/2024

  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 sent $2000 thru Sendwave platform since 2 days ago but it has not been deposited into my recipient until now, despite that they took it from my bank???There has been zero communication from them as to when it would go thru.I called their customer service, no answer for an hour.This is fraudulent.I need my money deposited to the recipient immediately. If NOT, then refund it back.*******************************

  Business Response

  Date: 02/29/2024

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: *******************************
  
  This letter is in response to the complaint filed on February 25, 2024, with the Better Business Bureau by consumer *******************************. This complaint was received by us on February 26, 2024.
  
  We have researched the nature of the complaint. The transaction was created and received by Sendwave on February 24, 2023, and after receiving it, we forwarded it to our local partner in ******* for the processing of having the funds for crediting to the recipient account. Our partner acknowledged the transaction request. We received a confirmation that the transaction was pending and is up for to be credited to the recipient account.
  
  We contacted our local partner and provided we were able to confirm that there was an operational issue experienced by our pay-out partner located in *******: preventing the transactions to be fully credited, and the transaction was affected.
  
  The consumer requested to have the transaction either to be credited to the recipient account or reversed back to her account. The transaction has been forwarded to our partner; that's why we have to contact our partner if the transaction could be delivered, unfortunately; due to technical issue transaction could be delivered and we received confirmation from our partner that transaction was failed in there side so we take the initiative to finalize the cancellation so that the funds will reversed back to the customer account balance.
  
  While delaying your transaction or refund was never our intention, we sincerely apologise for the inconvenience this has caused. Our partner had the transaction failed in their end, and we had finalized the cancellation of the transaction to the consumer on February 26, 2024. Please be advised authorization reversal was processed on the same day it was cancelled, funds will be visible in the consumer's bank account anytime within 7 working days, depending on the consumer's banking processor. Attached here is the proof of pre-authorization reversal and the approval code that you can share with your bank.
  
  Approval code: 099189
  
  Once again, we sincerely apologise for the inconvenience this has caused.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

• Initial Complaint

  Date:02/21/2024

  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.

  the fb account of my relative got hacked and my fb contact with her got compromised too. A fake (scammer) which I thought was my relative advised me sendwave is sending $25 as referral fee since I recommended her to use sendwave. Then my bank account was debited for $200 by sendwave sending to someone whom I dont know. I immediately called up sendwave to hold and asked my bank to block. I asked sendwave to check the ** address and they found out it came from a different country. Now my bank asked me to get the refund from sendwave and this sendwave knowing that the ** address was not mine does noy want to refund me. As I said I gave only my email/tel to my relative not knowing I was dealing with a scammer already. Told sendwave my acc with them is bot secured and safe bec it got hacked and my debit card was debited for remittance to a certain *************************** in ***************. Pls help me to ask sendwave to refund me as my account got compromised. thank you

  Business Response

  Date: 02/27/2024

  This letter is in response to the complaint filed on February 21, 2024, with the Better Business Bureau by consumer **** ****. This complaint was received by us on February 21, 2024.
  
  After conducting thorough research into the nature of the complaint, it has come to our attention that the customer's ********************** account was compromised. Consequently, her bank account was debited for $200. The customer explained that she recommended ********************** to her relative, unaware that her relative's ******** account had been compromised. Under the false pretense of a referral fee, she provided her details to the individual she believed to be her relative.
  
  It appears that someone has managed to access the customer's ********************** account and used it to fraudulently make payments via our website to send money overseas. Regrettably, the funds have already been released and received by the recipient. Consequently, we are unable to cancel the transactions or facilitate refunds at this time. The account and recipient associated with these unauthorized payments has been permanently closed and blocked to prevent any further misuse of your compromised details on our platform. 
  
  I would highly encourage you to contact your bank as it shows that you've already made a dispute with regard to the unathorized payment on your account, your bank has a standard protocol for handling unauthorized payments on your account and has procedures in place to address instances of fraud and may be able to assist you in canceling compromised information and potentially reimbursing any lost funds. 
  
  Furthermore, I encourage you to review your recent transactions carefully to identify any other unauthorized charges. If necessary, you may need to dispute these charges directly with the merchants involved.
  
  Additionally, I strongly urge you to report this incident to your local police force, who may be able to launch their own investigation. Please be assured that if the police or local authorities contact Sendwave for assistance in their investigation, we will fully cooperate by providing all relevant details and information.
  
  We sincerely apologise for the inconvenience this has caused.
  
  Sincerely,
  
  Rejekka
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:02/07/2024

  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.

  I sent $2,201.25 from US to ***** on Jan 19th **** using sendwave. Now my money is nowhere to be found. Sendwave did not deposit the money to the beneficially account held by *********** ***** *** and they did not reverse the transaction back to my US account. My ********************** app said the money was delivered but it was not. Anyone can contact *********** ***** through email (******************,ke) or through the phone number *************. So I contacted them. They told me they never received the money. I confronted Sendwave who said they need a bank statement of the account to resolve the issue. Even after getting the bank statement Sendwave did not get me back my lost funds. The tactic of sendwave has been to stall things by asking me to give them 24 to 48 hours to investigate the matter but this goes on and on with no end My suspicion was raised to new level when sendwave begun lying openly about this transaction. On phone with one of their agents they told me the issue was resolved and the money had been deposited on January 29th. I checked with the bank again and it was not true. Then Sendwave sent me an email February 2nd saying they have been in talks with *********** and that *********** has confirmed they received the money. I checked again with *********** and to my dismay I found out this was a not true. The email from sendwave containing this lies had a receipt number. I attached this email to show the receipt number (SAK8J6AQHK). *********** told me they dont issue receipt numbers with those characters thus they dont recognize it and my money cant be found even now. I asked Sendwave to forward me the email they claim to have gotten from Equity confirming the transaction went through. They have since gone silent.Sendwave always says "we are working with our partners to investigate the matter" So I asked them who this ghost partners are and they cant answer me. I needed to know all parties who handled the lost funds. Sendwave could not provide that.

  Business Response

  Date: 02/10/2024

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: ***************************
  
  This letter is in response to the complaint filed on February 7, ****, with the Better Business Bureau by consumer ***************************. This complaint was received by us on February 7, ****.
  
  We have researched the nature of the complaint. The transaction was created and received by Sendwave on January 19, ****, and after receiving it, we forwarded it to our local partner in ***** 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 was sent to the consumer on January 29, ****. The consumer has reached out to us informing us that funds did not hit the recipient's account, and as part of our further investigation, we requested a running bank statement of the recipient, which was provided by the consumer.
  
  We contacted our local partner and provided the information with proof of the recipient's bank statement and proof of delivery for further investigation. We were able to confirm that there was an operational issue experienced by our pay-out partner located in *****: the transaction was marked as paid or delivered, but the transaction was not really credited to the recipient's account, and the transaction was affected.
  
  The consumer requested to have the transaction reversed. The transaction has been forwarded to our partner; that's why we have to contact our partner to request a reversal of the funds back to us so we can refund the consumer.
  
  While delaying your transaction or refund was never our intention, we sincerely apologize for the inconvenience this has caused. Our partner reversed the funds to us on February 5, ****, and we successfully refunded the consumer on February 8, ****, attached here is the proof of refund with the acquirer's reference number (ARN-74906414039193215359895) to trace the funds with the bank. Please be advised that the refund will be visible in the consumer's bank account anytime within 7 business days, depending on the consumer's bank processor.
  
  Once again, we sincerely apologize for the inconvenience this has caused.
  
  Sincerely,
  
  Rejekka
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:02/05/2024

  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.

  This business has stolen $2000 from me, I have never came in contact with this company, they are continuously pulling money off my card fraudulently. I have report them to both my bank and to Sendwave. This is a company people use to steal from people.

  Business Response

  Date: 02/14/2024

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: ******* Begin
  
  This letter is in response to the complaint filed on February 5, 2024, with the Better Business Bureau by consumer ********************. This complaint was received by us on February 6, 2024.
  
  We have researched the nature of the complaint. The customer alleged that ********************** stole $2000; she didn't have any contact with Sendwave and fraudulently pulled funds from her bank account, which was used by people to steal money. 
  
  It appears that someone has managed to access your card details and used them to fraudulently make payments via our website to send money overseas. Please note that, unfortunately, the funds have been released and paid to the recipient; therefore, we are unable to cancel or process refunds.
  
  Know that the account associated with these payments has now been permanently closed and blocked to ensure that no unauthorised payments will occur on our site using your compromised details. 
  
  I would highly encourage (if this hasnt been initiated yet) you to contact your bank immediately and inform them of this unauthorised charge on your account so they can proceed with the standard protocol of cancelling the compromised information, etc. Your bank has procedures in place whereby their customers who are victims of fraud can be reimbursed for their lost funds. I would also recommend that you take the time to go over your recent transactions to check for any other unauthorised charges, as you may need to dispute these with the merchants where the card was being used.

  We sincerely apologise for the inconvenience this has caused.
  
  Sincerely,
  
  ******
  Complaints Specialist
  Sendwave

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sendwave hasnt returned fraudlent charges from a ******************************* for $25 on 01/15/2024, 01/22/2024, 01/26/2024, she was supposed to perform work and never did it to my satisfaction.

  Customer Answer

  Date: 02/15/2024

  [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.] They are trying to resolve the issue as we speak!!!
  
  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:01/16/2024

  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 sent $150 to my elderly aunt in *******, using sendwave on 12/16/23. The money was not delivered and promises to refund has not been kept.

  Business Response

  Date: 01/18/2024

  This letter is in response to the complaint filed on January 16, ****, with the Better Business Bureau by consumer **************************************. This complaint was received by us on January 18, ****.
  
  Thank you for bringing this customer complaint to our attention. We would like to provide a statement in response to the customer's request for a refund. We have researched the nature of the complaint
  
  Firstly, we would like to clarify that the transaction in question, for $150, was cancelled by the customer's bank on December 20, 2023. This means that the authorization hold placed on the customer's account has been released, and the funds should have been made available to the customer at that time. 
  
  However, we understand that the customer is concerned that these funds have not yet reflected in their available balance. In order to investigate this further, we kindly request that the customer provides us with a copy of their bank statement for the relevant period. This will allow us to review their account activity and determine whether there are any outstanding issues or delays that *** be preventing the funds from being released.
  
  When a user sends a transaction through the ********************** App, ********************** immediately places an authorization hold on the funds in the users bank account. This freezes the funds but does not remove them from the users account. Once the transaction is successfully delivered, Sendwave then removes those funds from the users account. Most of the time this takes only a few seconds because our deliveries are instant. If a delivery is not yet successfully delivered the freeze or authorization hold on the funds remains. When a transaction is cancelled Sendwave will release the hold on the funds. In this case, because the transaction was not successfully delivered and the transaction was cancelled, the funds were never taken from the account.
  
  While their bank reverses the hold that was placed on their funds. They should see the transaction disappear altogether from their account within several business days.  It is important to note that this will NOT show as a traditional refund on their account because the money was never taken and it will just become available in their balance again.
  
  
  We assure the customer and ******************** that we take all complaints seriously and will do everything in our power to resolve this matter as quickly and efficiently as possible. We appreciate your patience and understanding in this matter, and we will keep you updated on any developments.
  
  Thank you for your attention to this matter. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:01/12/2024

  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 Nov. 22, 2023, I made a transaction of $150 to be delivered to my Cousin's foreign bank account. The fund was claimed to have been delivered and available on Nov. 23, 2023.However, the fund was not delivered to my Cousin's account. I contacted ********************** by phone and was asked to provide the the recipient's statement of account.On ***********, I forwarded the requested statement of account for November cycle as received from the recepient's bank which did not reflect the transaction.On Nov.30,2023, Send wave contacted me and provided a tracking number which I provided to the recepient's bank but didn't come up with any transaction information per the bank.I called Send wave multiple times for resolution but to no avail.On Dec 4, ****, I requested for a reversal of the funds since it wasn't delivered to the recepient's account On January 3, ****, Sendwave contacted me that they were unable to reverse the funds and they cannot do anything further to get my money back.The resolution I seek is for Sendwave to either deliver the funds to the recepient's account OR reverse my funds.Thank you.

  Business Response

  Date: 01/18/2024

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: Adewale Ogunleke
  
  This letter is in response to the complaint filed on January 13, ****, with the Better Business Bureau by consumer ***********************. This complaint was received by us on January 13, ****.
  
  We have researched the nature of the complaint. The transaction was created and received by Sendwave on November 22, 2023, and after receiving it, we forwarded it to our local partner in ******* 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 November 23, 2023. The consumer has reached out to us informing us that funds did not hit the recipient's account, and as part of our further investigation, we requested a running bank statement of the recipient, which was provided by the consumer.
  
  We contacted our local partner and provided the information with proof of the recipient's bank statement and proof of the delivery for further investigation. We were able to confirm that there was an operational issue experienced by our pay-out partner located in *******: the transactions were marked as paid or delivered, but the transaction was not really credited to the recipient's account, and the transaction was affected.
  
  The consumer requested to have the transaction reversed. The transaction has been forwarded to our partner; that's why we have to contact our partner to request a reversal of the funds back to us so we can refund the consumer.
  
  While delaying your transaction or refund was never our intention, we sincerely apologise for the inconvenience this has caused. Our partner has reversed the funds to us, and we successfully refunded the consumer on January 17, ****. Please be advised that the refund will be visible in the consumer's bank account anytime within 7 business days, depending on the consumer's bank processor.
  
  Once again, we sincerely apologise for the inconvenience this has caused.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

  Customer Answer

  Date: 01/20/2024

  [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. 

   I received 2 emails from sendwave (attached); First,  on Nov. 30, 23 stating that they have investigated this matter and no error occurred. Second, on January 13th, stating that they were unable to reverse the funds because it was delivered into the recipient's account.

  But, THANK YOU BBB for stepping in to ensure resolution - BBB is the hope for the common man!
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/11/2024

  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.

  I used the service to send money $300 to my mom in ******* on December 6. They sent it to the local partner who in turn sent it to my mom. When the local partner sent the money my mom did not recognize who it was and she sent the money back to the sender on the same day. But now the local partner is keeping the money and Sendwave refuses to do anything about it. Sendwave asked me to provide all kinds of documents from my moms bank to show that the money was sent back to the local partner, which I did. But in the end Sendwave still sides with the local partner and refuses to help me get my money back. Sendwave got the documents but did not read them thoroughly to understand the situation. The documents have some ********** and instead of getting in touch with local partner who understands the language to sort it out, Sendwave solely determined the documents are not good enough and deny me assistance and keeps telling me to work it out with my moms bank while clearly she no longer has the money. Either the local partner or Sendwave is holding my money hostage and this is illegal.

  Customer Answer

  Date: 01/22/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/23/2024

  This letter is in response to the complaint filed on January 10, ****, with the Better Business Bureau by consumer *******************. This complaint was received by us on January 11, ****.
  
  After reviewing the transaction was indeed successfully delivered to his mother bank account, we understand that his mother was not able to recognize the sender name, as it belonged to our local partner representative. This is because we work with local partners in certain areas to facilitate the delivery process.
  

  
  We apologize for any confusion this may have caused and assure you that we are currently working with our local partner to resolve this matter. We will ensure that our partner's representative clearly identifies our company during future deliveries. In addition, we will provide our customers with clearer communication regarding our delivery process.
  
  We value our customers' satisfaction and will continue to prioritize transparency and communication throughout our payment process. If you have any further concerns regarding this matter, please do not hesitate to contact us directly.