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:01/10/2024

  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.

  my sendwave account was hacked and someone stole $870. sendwave refuses to help or return my money.

  Business Response

  Date: 01/17/2024

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: *********************
  
  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, ****.
  
  We have researched the nature of the complaint. The consumer has alleged that the account was hacked and that someone stole money from her bank account, amounting to $870.00. The account was reported by the consumer that it was compromised on October 28, 2023, and we have reviewed with the user that there were 2 transactions created unauthorised per the consumer. Based on the reported incident, we flagged the transaction as unauthorised, and the receiver was blocked, so they could neither use the platform nor victimize. The first transaction was reviewed successfully upon the report of the customer, while for the other transaction, we were able to stop it and the amount was returned to the consumer account.
  
  We take the issue seriously here at Sendwave. We had requested a reversal to our merchant partner to have the funds held off for crediting and reversed back to us as much as possible; however, after the investigation, the fund had already been credited prior to the reversal request, and despite our best efforts to reverse it for us, it has already been withdrawn.
  
  We sincerely apologise for the inconvenience this has caused. We made our best effort to recover the funds; however, it's beyond our control since it was delivered and cashed out. Rest assured that we processed having the recipient reported and blocked from using our platform, so they could neither use the platform nor victimise, and this is the least experience we would like to have for the consumer.
  
  The consumer had filed a dispute with his bank. The consumer has to coordinate with his banking institution for the handling of his dispute because his bank has coordinated with us regarding the matter. All communication on the dispute made by the consumer with the bank will be provided by the banking institution based on and after their investigation and decision.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

• Initial Complaint

  Date:01/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A fraudulent transaction was sent from my bank account via **********************. I never authorized a transaction from Sendwave and have never done so in the past. Two transactions totaling about $1300 was taken from my bank account and I have not received the funds back.

  Business Response

  Date: 01/02/2024

  This letter is in response to the complaint filed on January 1, ****, with the Better Business Bureau by consumer ***********************. This complaint was received by us on January 2, ****.
  
  In regards to the dispute of a $1,300.00 unauthorised charge from their bank account and for not having an account with **********************, We take this concern seriously and appreciate the opportunity to address this matter.
  
  We have tried to contact *********************** through the phone number they have provided along with the complaint details to gather additional information for further investigation, but to no avail.
  
  In order to further investigate, we need the following information:
  Name of the Bank:
  The last digits of the card being charged are:
  Date of the transaction:
  Amount:
  
  We strongly recommend that the consumer coordinate with their banking institution for proper handling of unauthorised charges and for added security measures with the bank account.
  
  Should they want to personally coordinate with Sendwave, they can send via email at ******************************* or call the Sendwave 24/7 helpline at **************.
  
  Thank you for your attention to this matter and we strive to provide best service possible.
  
  
  Sincerely,
  
  ********************
  Complaints Team Specialist
  Sendwave.

  Customer Answer

  Date: 01/02/2024

  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. 
  

  Please see below for the responses to the requested information:

  Name of bank: Regions Bank

  Last Digits of card: 9936

  Date of transaction: December 31, 2023

  Amounts: $820 and $545

  [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,

  N

   

   

  Business Response

  Date: 01/04/2024

  This letter is in response to the rejection that was filed with the Better Business Bureau by *********************** on 01/03/2024. We received this rejection on 01/04/2024.
  
  We have already forwarded the informations to our relevant team to do the investigation regarding the unauthorized transactions on your card and we understand that you do not have an account with **********************, and we apologize for any inconvenience this has caused.
  
  We highly recommend contacting your bank directly to address the unauthorized transaction and request a refund. Your bank will have the necessary resources and expertise to investigate the issue and assist you in resolving it promptly.
  
  In the meantime, We would also advise you to keep a close eye on your financial statements and monitor any further activity on your card. It's crucial to report any suspicious transactions to your bank immediately.
  
  If you have any further questions or need assistance with anything else, please don't hesitate to contact us. You can reach us via email at ******************************* or give us a call at **************. We're here to assist you!

   

  Best Regards,
  ********************
  Sendwave Complaints Specialist

• Initial Complaint

  Date:12/31/2023

  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 had fraud committed on my send wave account and they have blocked access to send money overseas in ***** for food, hospital bill and school fees as I have done in over a generation as a customer with send ********************** l.my bank ************* refunded my account since the money stolen was the banks credit card.i also believe they owe money because they did resolve the matter in a few days.i believe I am being discriminated as a ********. I have made several phone calls and emails only to be told my account is under review since 4/27/23 when the fraud occurred, always the same response your case is under investigation,your account will be open in a few days or its in the supervisor hands. I have not received any explanation or letter or update if what is going on. ***************************

  Business Response

  Date: 01/02/2024

  This letter is in response to the complaint filed on 12/31/2023 with the Better Business Bureau by ***************************. This complaint was received by ** on 01/02/2024.
  
  We have researched the nature of this complaint and found that the customer's account was taken over by someone who made unauthorized transactions, leading to the temporary closure of the account for safety and security reasons. After conducting an investigation, we notified the user about settling the charges with his bank, which resulted in a chargeback for the transactions made on the account. Our relevant team was able to secure the customer's account with **********************, and it is now ready to be re-opened.
  
  We're sorry to inform you that we previously made the decision to close your account, and it took time to decide to re-open it because Sendwave's goal is to ensure that your account is always protected and that no further unauthorized transactions will be made. We have informed the customer to call us to update his other information to ensure that future transactions on the account will be smooth and secure.

  Thank you for your attention to this matter and we strive to provide best service possible.
  
  
  Sincerely,
  
  *****************
  Complaints Team Specialist
  Sendwave

  Customer Answer

  Date: 01/03/2024

  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: 01/04/2024

  This letter is in response to the rejection filed on 01/03/2024 with the Better Business Bureau by ***************************. This rejection was received by us on 01/04/2024.

  We are thrilled to hear that we have successfully contacted the consumer and resolved the situation regarding their account. It's great to know that we were able to re-open the account and continue sending money to their loved ones. We genuinely appreciate the consumer's cooperation with our policy and their willingness to provide us with updated account information.
  
  Our team of dedicated professionals is committed to delivering top-notch service with integrity and respect. We are here to support every step of the way and we believe in treating every customer with the same level of care and attention, regardless of their background or needs.
  
  If at any point you feel that our assistance falls short of your expectations, please don't hesitate to reach out to us directly. Your satisfaction is our utmost priority, and we will always go the extra mile to address any concerns you may have.

   

  Best Regards,
  ********************
  Sendwave Complaints Specialist

  Customer Answer

  Date: 01/05/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  I do not accept the response even though my account is open after 9 months,the gentleman ********** refused to address the money that send wave should paid me since by law should pay me since they did not address my issue in timely fashion.he said if I was not certified I should use other cash remittance company,Send wave should address and pay me the penalty what am. Owned or will take further actions send wave treated me very badly when I was trying to reopen my account for months,told lies on telephones and several emails.i felt I was treated like a secret second class. citizen, as a amputee disabled wheelchair bound as I told them over and over the phone and email.i am the victim not the scammer but I was treated like fraudster for several months this is systemic racism since most of the clients or of Black aAfrican decent.

   

   

• Initial Complaint

  Date:12/11/2023

  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 sent money($1600) to ******* through Sendwave on 12/07/2023. It was meant to be deposited in Naira which is the legal tender used in *******. It was also meant to be deposited into the account immediately but it did not. I called the next day 12/08/2023 and they assured me I will get the money in the receivers account within 24 hours and they demanded for my id which I uploaded in their app. They acknowledged receipt. On 12/09/2023 I called them again and they said their receivers server was down but will be resolved same day but it did not happen. On 12/10/2023 I called again and they said it must be deposited same day that I should wait. Nothing happened . I called on 12/11/2023 and they suggested for cancellation of the transaction which I did and yet I have not received the money nor received a call from them. I called them again by 3:00 pm and they were laughing and said that someone will get back to me on phone and no one has contacted me since then. Can you please force them to refund me my money and also investigate this so that people wont be victim.

  Business Response

  Date: 12/13/2023

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: ***************************
  
  This letter is in response to the complaint filed on December 11, 2023, with the Better Business Bureau by consumers ***************************. This complaint was received by us on December 11, 2023.
  
  We have researched the nature of the complaint. The consumer requested a refund for the transaction created on December 7, 2023, amounting to $1600.00 and is requesting a refund for the said transaction.
  
  The transaction was created and received by Sendwave on December 7, 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; however, there were delays in the transaction for crediting per our local partner, and the transaction was affected.
  
  The consumer requested to have the transaction cancelled. The transaction has been forwarded to our partner for crediting, but it's no longer on our end. That's why we have to contact our partner to request that they hold off the crediting to the recipient account. Once they confirmed that they were able to hold it off, we could finalise the cancellation.
  
  We had sent a cancellation request to our partner, and despite the fact that we are still awaiting a partner response, we were able to have the transaction cancelled on December 12, 2023.
  
  While delaying your transaction or refund was never our intention, we sincerely apologise for the inconvenience this has caused. Please be advised that the amount you wanted to send was placed on an authorised hold with your bank, but no money was actually debited from your account. When we cancelled the transfer, the hold was released, and the money was available in your account again.
  
  The cancelled money does not appear on your bank statement. But it can be seen in your available balance (which should show extra money, equal to the amount that was cancelled).
  
  Normally, the authorised hold is released within a few business days. But it may take longer, depending on your bank's processing time. Therefore, an authorization reversal occurred. The outstanding hold was released because the transaction was cancelled, and usually the threshold time for the funds to be added to your account balance would be anytime within 7 working days.
  
  To resolve the issue, please share the information below with a manager at your bank who has access to the *************** portal, who will be able to assist you in reconciling your account.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

  Customer Answer

  Date: 12/17/2023

  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 am *************************** who reported a case of money remittance delay by Sendwave. On 12/14/2023, I got an official email from Sendwave stating the transaction ($1600) has been cancelled and refunds have been initiated. 
  
  Same 12/14/2023 , I found out the said money intended to be sent to ******* on my behalf by Sendwave went through, meaning was deposited in my ******** *********** Account in Naira currency which is the legal tender in *******. I called Sendwave and reported the unprofessional development. They have assured me that the transaction was cancelled and went ahead to deposit the money when the Sendwave portal is reporting same transaction with the number BAN-******-30BF6B as NOT DELIVERED .
  
  On the phone which I was informed would be recorded for quality control and training purposes, we agreed that the case be escalated so that they put back the hold on the dollar in my **** of America which was still processing as at the time of the call. But because of their laxity and unprofessionalism , this morning I found out the dollar ($1600) has been reverted /refunded back to my account in **** of ***************** called Sendwave again in the morning around 08:16 am and spoke with their customer service representative . She promised to escalate the case to one of their supervisors who will be contacting me shortly but no one contacted me till now. 
  
  I have suffered and there is need for urgent use of the said money which earlier prompted the remittance. All my plans of traveling to ******* for Christmas holiday is still pending because this huge mess created by Sendwave.
  I am in need of the Naira which was the original reason for remitting the money through Sendwave. 
  
  Finally , can you  contact Sendwave to tell me how to send their refunded dollar in my account since I have the naira which they sent without my consent because we have both agreed to cancel the transaction and refund me. I have suffered and my family is passing through a lot because of their unprofessionalism and carelessness . The dollar to the amount of $1600 is still in my **** of America and the debit card is still same. The should debit me. I really appreciate you all for listening and accepting to intervene because Sendwave refused to listen to me. I believe so many people are in same predicament just because they feel they are above the law.
  
  Regards
  *************************** 

  Business Response

  Date: 12/26/2023

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: ***************************
  
  This letter is in response to the complaint filed on December 11, 2023, with the Better Business Bureau by consumers ***************************. This complaint was received by us on December 11, 2023 and a response from the consumer received on December ******* .
  
  We have researched the nature of the complaint. The consumer requested a refund for the transaction created on December 7, 2023, amounting to $1600.00, and is requesting a refund for the said transaction.
  
  The transaction was created and received by Sendwave on December 7, 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; however, there were delays in the transaction for crediting per our local partner, and the transaction was affected.
  
  The consumer requested to have the transaction cancelled. The transaction has been forwarded to our partner for crediting, but it's no longer on our end. That's why we have to contact our partner to request that they hold off the crediting to the recipient account. Once they confirmed that they were able to hold it off, we could finalise the cancellation.
  
  After further review, there was a technical issue that even after we confirmed a cancellation of the transaction and it was successfully processed, the funds were credited to the recipient account by our local partner, and with the help of the information provided by the consumer, her account was not debited by the amount even though the recipient account received the funds. We appreciate her good will and honesty; surely she is one of a kind.
  
  We deeply apologised for the situation and for the inconvenience caused. With the consumer's approval that we can debit her bank account and a request to have her account charged on December 28, 2023, we have forwarded the request so we can do the needful.
  
  We appreciate her good will and honesty, and we sincerely apologise for the inconvenience caused.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

  Customer Answer

  Date: 12/27/2023

  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 instructed send wave to debit my **** of American account for the amount of $1600 on 12/28/2023 and they tried debiting my account on the said day but my **** declined it because I notified all my financial institutions about my vacation outside *************.So the suspected the transaction and declined it.
  I have contacted my **** and they can debit it again before 01/06/2024. The account is open which is a risk.
  
  Send wave did not even write me to notify me about the transaction failure. I told you they are very incompetent and unprofessional. I am writing this to notify you about this ugly update because I dont know what Sendwave is trying to do. Let them debit the account on or before 01/06/2024. 
  
  Please help me to let them know I have opened the  account once more. Im a sincere person to have reported this earlier that the said $1600 went through. I work hard to make my money and I dont need such money and have never needed such before in my life.
  
  This serves as an evidence authorizing them again to debit the money.
  
  Regards 
  
  Obiora Nwokedi  

  Business Response

  Date: 01/10/2024

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: ***************************
  
  This letter is in response to the complaint filed on December 11, 2023, with the Better Business Bureau by consumers ***************************. This complaint was received by us on December 11, 2023 and a follow-up response from the consumer on January 2, **** .
  
  We have taken note of the date the consumer requested to charge her bank account on December 28, 2023, and it was declined due to the details the consumer had in place with her bank and being out of the state.
  
  The cancellation was worked on after the consumer had requested it. The moment that the transaction was cancelled, the consumer should receive an automated notification that the transaction was cancelled, and additionally, it should show in their Sendwave account that the transaction was cancelled. Despite what had happened, we sincerely apologised for the inconvenience this has caused; delaying the process of charging the consumer's bank account was not our intention, nor was the crediting beyond our control since it was submitted to our partner and was up for crediting prior to the cancellation.
  
  We were able to successfully charge the consumer's bank account on January 1, ****, amounting to $1,600.00 automatically. Please be advised that we do not have access to our merchant partner system. That's why we appreciated the honesty and the gesture of the consumer in reporting this isolated case to us, saying that her transfer was indeed credited to the ******* *********** account. This gives us the opportunity to correct what has happened and to improve our service.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

• Initial Complaint

  Date:12/08/2023

  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 need a refund soonest possible time of the $441. 00 sent thru sendwave

  Business Response

  Date: 12/13/2023

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: *************************************
  
  This letter is in response to the complaint filed on December 8, 2023, with the Better Business Bureau by consumers *************************************. This complaint was received by us on December 8, 2023.
  
  We have researched the nature of the complaint. The consumer requested a refund for the transaction created on December 8, 2023, amounting to $441.00, and is requesting a refund for the said transaction.
  
  Our system shows that the consumer reached out to us on December 8, 2023, for an account verification review; however, the customer had not requested any refund for the transaction. We have tried to contact the consumer multiple times and sent emails to verify why she wanted a refund and to discuss further her options, yet to no avail and no response on our emails.
  
  Our system shows that the transaction was successfully delivered to her recipient, Princess ************************ on December 8, 2023, at 23:05:32. An email notification had been sent to the consumer after it was delivered. Once the transaction has been delivered, we can no longer process any cancellations and refunds.
  
  Please be advised that the consumer can request a reversal, and it will take up to 30 days. If the consumer requests a reversal, we will do our best effort for the reversal and contact our partner to reverse the funds; if the funds are no longer in the recipient account, the reversal would be rejected.
  
  Should the consumer want to process a reversal, she can contact Sendwave directly through **********************************************.
  
  Sincerely,
  
  ******
  Complaints Team
  Sendwave

• Initial Complaint

  Date:12/06/2023

  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.

  transaction date 12/4/23 amount $300.00 this was neither initiated nor agreed to by any cardholder this is a fraudulent charge on my debit card and needs to be reversed by the company

  Business Response

  Date: 12/09/2023

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: **** & *************************
  
  This letter is in response to the complaint filed on December 6, 2023, with the Better Business Bureau by consumers **** and *************************. This complaint was received by us on December 7, 2023.
  
  In regards to the dispute of a $300.00 unauthorised charge on December 4, 2023, from their bank account and for not having an account with **********************, We take this concern seriously and appreciate the opportunity to address this matter.
  
  We have tried to contact **** and ************************* through the phone number they have provided along with the complaint details to gather additional information for further investigation, but to no avail.
  
  In order to further investigate, we need the following information:
  The last digits of the card being charged are:
  Date of the transaction:
  Amount:
  
  We strongly recommend that the consumers coordinate with their banking institution for proper handling of unauthorised charges and for added security measures with the bank account.
  
  Should they want to personally coordinate with Sendwave, they can help at *******************************.
  
  Thank you for your attention to this matter and we strive to provide best service possible.
  
  

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

• Initial Complaint

  Date:11/28/2023

  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 attempted to transfer money to my brother using this service, but the transaction got flagged. Their compliance department requested copies of my brother's government-issued ID, which I promptly provided via email on 11/26. When I followed up on 11/27, the agent confirmed they received the documents but mentioned it would take 24 hours to clear the funds once they received the IDs. Today, on 11/28, I checked again, only to find the transaction is still pending. I asked to speak to a manager, but I was *********** wasn't possible. I even requested a cancellation and refund and again I was *********** was not possible. This is especially frustrating as I've used this service for five years without any issues, and they already have copies of both mine and my brother's IDs. Furthermore, their call center seems to be outsourced to *****, where the representatives lack authority and can't handle escalated calls.

  Business Response

  Date: 12/02/2023

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: *********************
  
  This letter is in response to the complaint filed on November 28, 2023, with the Better Business Bureau by consumer *********************. This complaint was received by us on November 28, 2023.
  
  We have researched the nature of the complaint. The consumer has alleged that a transaction was created for his brother and it was under review.
  
  The review team requested a copy of the recipient's government-issued **s to comply with financial regulation, and the consumer promptly sent their **s on November 26, 2023. When the consumer followed up on November 27, 2023, he was informed that we had received the ** and was advised of the deadline for the review team to finalise the request.
  
  Please be advised that the review may take time on a case-by-case basis; however, we would like to assure you that we are on top of it, and it's the least we would like to happen. When the consumer called on November 28, 2023, the transaction had been forwarded for review since November 27 to the relevant team, and any cancellation request must be submitted to them for this type of transaction review. That's the reason why cancellation of the transaction immediately was not possible. However, the cancellation request was acknowledged with an email from the consumer for cancellation added on the same day.
  
  Based on the consumer's recent request, we forwarded it to the review team to cancel the transaction instead of completing the review to release the transaction so it could be delivered to the recipient. The transaction was fully cancelled on December 2, 2023, and the consumer received an automated notification of the cancellation.
  
  While delaying your transaction review or refund was never our intention, we sincerely apologise for the inconvenience this has caused. Please be advised that the amount for the transaction cancelled was on an authorised hold with the bank, but no money was actually debited from the account. Then, when the transfer was cancelled, the hold was released, making the money available in your account again.
  
  The canceled money is not visible on your bank statement. But it can be seen in your available balance (which should show extra money, equal to the amount that was canceled).
  
  The authorized hold is normally released within a few working days. But it can take longer, depending on your banks processing time. For peace of mind, you can contact your bank. Ask them for confirmation from **** or Mastercard, that the money was never withdrawn.
  
  Sincerely,
  
  ******
  Complaint Team
  Sendwave

• Initial Complaint

  Date:11/20/2023

  Type:Order 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 submitted a transfer (BAN-231113-CXJ78) on November 12th 2023, to send over money to a family member and its not going on about 2 weeks that the transaction has been pending. I havent gotten any successful update from the company and my funds are just locked in lost in their system. Id like them to either refund the money or complete the transaction.

  Business Response

  Date: 11/21/2023

  Good Day!

  We deeply apologize for the delay of the concerned transaction.

  One of our team members have reached out through email to the customer yesterday regarding the pending transaction informing him that it didn't push through and that it was cancelled. 

  The refund of the said transaction can take from **** business days, depending on how fast his bank releases the authorization hold. 

  Thank you. 

   

• Initial Complaint

  Date:11/16/2023

  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.

  Sendwave illegally stored my card i formation in its app without my approval. I talked/charted/emailed with multiple Sendwave staffs (one after the others since no one would not be able to delete my card information eventhough every agent told me they deleted) to ask for removing illegally stored my card information in Sendwave app. First, on the phone with one agent, I asked him to removed my card information. He told me he removed it but after we hung up, the card info is still available in the app. Also, I asked why Sendwave store my card without my approval, he told me that even though it is store, when I proceed with new transaction, Sendwave will ask me to type in card info again. This is totally incorrect since i tried and it did not ask to retype and I can just select "confirm payment" with the current stored debit card, which I asked him to remove the info before I tried it. Meaning that he told me he deleted my card info, but it is still there in Sendwave.I then live chatted with another agent and requested to remove my debit card info. He told me he deleted, but it is still in the app. He asked me to sign out then sign in, then asked me uninstall the app and reinstall. I did all and the card info is still there.Lastly, I emailed them to again ask the same thing. They would not be able to delete it and now my card still in the app.Note that I have the most up-to-date Sendwave app.All of these clearly show that Sendwave has the incompetent team and the most unsecured app, and they store customer's payment info without customer's approval.

  Business Response

  Date: 11/17/2023

  November 18, 2023
  
  Better Business Bureau
  PO Box 140015
  *****, ** *****
  
  RE: Consumer Complaint #******** - ***************
  
  This letter is in response to the complaint filed on November 17, 2023 with the Better Business Bureau by ***************. This complaint was received by us on November 17, 2023.
  
  We have tried to research the nature of the claim  which customer claimed that we didnt process his request in deleting his card information in his Sendwave account but failed as customers  name shows several accounts under the same name (***************) but  the email address and the phone number that the customer provided  were not in our records.
  
  For us to verify and resolve customers complaint, we need to be looking at the right account and take appropriate action regarding customers request.
  
  If the customer could provide  the  email address and phone number  that was registered on their  Sendwave account it would be highly appreciated so we can look into the customers account immediately and make sure that his request is taken cared of.
  
  Rechie M.
  Escalation and Complaints Specialist
  Sendwave

  Customer Answer

  Date: 11/18/2023

  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:

  My email and phone number in Sendwave are ********************* and ************

  
  Regards,

  ***

   

   

  Business Response

  Date: 11/21/2023

  November 21,2023

  Better Business Bureau
  PO Box 140015
  *****, ** *****
  

  We are sorry to hear that the option presented was rejected by our customer. Please know that our engineers are working on the next update to completely fix the problem which they gave us a timeline that this should be fixed by December 7, 2023.

  We will keep our customer updated and call him back once the update is available for their Sendwave app.

  Please know that we are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.

  Rechie M.
  Escalation and Complaints Specialist
  Sendwave

  Customer Answer

  Date: 11/27/2023

  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:

  
  Will accept only when the issue is resolved. 

  Regards,
  Anh 

  
  

• Initial Complaint

  Date:11/14/2023

  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 $501.03 to my ******* account on 11/1/23. The naira account was credited on 11/2/23 To my surprise, my bank (Zenith) sent an email that the money has been recalled by sendwave yesterday 11/13/23. 13 transactions ( deposit and withdrawals) was made on my account yesterday At the end 587, 880 naira was taken from my account I have made several attempts to contact sendwave, The last person I spoke with this morning ( email attached) said it not guarantee that the money will be refunded. I need an urgent answer and my money refunded Thank you *******************************

  Business Response

  Date: 11/15/2023

  Hello BBB,
  
  I am writing in response to the complaint filed by ******************************* with complaint #******** against Sendwave regarding the successful transfer she made on November 1st. This complaint was received by us on November 15th of 2023. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, the transaction was affected by the technical issue with our partner regarding sending funds to ******* where the recipients were being paid or received the funds multiple times. We were able to inform our partner regarding the issue and they are fully aware. Banking partners are doing reversals of the transaction and we notice that funds that the recipient was supposed to receive were included. We are currently working hand in hand with the partner to resolve the issue and have them return the funds that shouldn't be part of the multiple payout. Please know that the "not guarantee" part was regarding the reversal that was requested for the transaction since our partner needs to provide us with confirmation that they have already completed the reversal on their end.
  
  We tagged the transaction as affected and have sent email to ******************************* regarding with the reversal. We are committed to continuously improving our services and providing exceptional customer support. We value feedback from our users, as it helps us enhance our systems and processes. We have taken this complaint seriously and used it as an opportunity to learn and grow.
  
  ********
  Sendwave
  
  

  Customer Answer

  Date: 11/20/2023

  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.]
  The situation has not been resolved. I am still waiting for the money to be refunded.

  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,

  Adefunke

   

   

  Business Response

  Date: 11/29/2023

  Better Business Bureau
  5 *************. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint ********: *******************************
  
  This letter is in response to the complaint filed on November 15, 2023, with the Better Business Bureau by consumer *******************************. This complaint was received by us on November 15, 2023 and we recieved a response on November 27, 2023.
  
  We have researched the nature of the complaint. The consumer has alleged that she sent money amounting to $501.03 to her own Naira account in ******* on November 1, 2023. The ***************** account was credited on November 2, 2023. However, the money was recalled or reversed by the bank per the customer on November 13, 2023. The transaction was affected by the operational issue experienced by Sendwave's pay-out partner, which credited the recipient's account for the transaction multiple times. Thus, in total, the recipient account was credited 13 times.
  
  In relation to the amount being credited multiple times, our pay-out partner has investigated, and as part of the resolution, the funds being credited multiple times have been recalled or reversed from the recipient account. That is the reason why the customer has been emailed by the bank, and the account statement should show the credited and debited amounts.
  
  We have reached out to our relevant team about the request to be refunded. There was a reversal request submitted for the transaction. Even though the transaction was still part of the investigation, we processed a refund for the transaction today, and the transaction reversal was confirmed by an email receipt from Sendwave. The refund will be credited to the card used for the transaction. Exactly how long it takes to arrive depends on the bank and our debit card system. The refund is usually visible and credited to the bank account anytime within 7 working days.
  
  Should the customer have any question or clarification on the refund she may reach us out through ********************************************** or email as at help@sendwave,com.
  
  Sincerely,
  
  ****** Gabiso
  Complaint Team
  Sendwave