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:04/07/2025

  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.

  I sent my pay slip for sending limit increased which was rejected on 3/21/25. I spoke to a supervisor who assured me that if I can send 3 months bank statement indicating the source of income my sending limit will be increased. on 3/25/25, i sent the bank statement as requested. I called on 3/25/25 to confirmed receipt, i was told it was under review. on 3/28/25 I spoked to ****** to escalated my request for the documents review. After 3 days I called again and requested to speak to a supervisor, The supervisor assured me that my documents will be reviewed the same and if approve my spending limit will increased. I called today 4/5/25 and i was told that i have to wait any 1-2 weeks before my documents will be reviewed, i requested to speak to a supervisor and i was told there is non available. All am requesting for my document to be reviewed and my sending limit to be increased. I feel like i have not been treated fairly but this company.

  Business Response

  Date: 04/21/2025

  This has been resolved since April 9, 2025. We can see the customer has been transacting regularly since then.  Unfortunately when items come in for review we handle them as quickly as we can but sometimes there is a little delay before we're able to review and respond to requests. We consider this complaint resolved considering the customer is using our services. 

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The issue is not resolved. I sent documents they requested for sending limit increased. Am still using the service but need my sending limit to be increase. I sent my 3 months bank statement indicating the source of my income and all the transactions.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 05/12/2025

  We can confirm that your account has been reviewed and your limits lifted.  Please let us know if there is anything more we can do. 

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  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.

  Complaint Description:I sent $347 to ***** through Taptap Send on March 14, 2025, at 8:00 AM. I received a delivery notification a few minutes later, but when I followed up with the recipient (my mother), I realized the money had not been delivered to her account.Follow-up and Compliance:I contacted Taptap Send immediately to notify them of the ************ Monday, March 17, there was no resolution, and they requested the recipients bank statement, which we complied with and provided screenshots of.On Tuesday, March 18, they requested an official statement directly from the recipients bank (********************* - ***), which we also complied with and sent promptly.Proof of Payment vs. Bank Findings:Taptap Send later claimed they launched an investigation and provided me with a proof of payment indicating the money was supposedly delivered on March 14, 2025.However, after sharing this proof with ***, the bank confirmed that no such transaction exists in their ********** Flag from the Bank:To make matters worse, a *** bank manager advised my mother to be cautious when using Taptap Send, mentioning that they had encountered a similar case earlier that week where another customer is yet to receive their funds.Ongoing Delays and Financial Impact:Despite providing all requested documents and evidence showing non-delivery, Taptap Send has now asked me to wait an additional 7 days for another investigation.I have already waited 6 days since initiating the transfer, and during this time, I am incurring daily fines because the $347 was meant for a loan repayment.Request for Resolution:I am requesting BBBs intervention to:Hold Taptap Send accountable for the delayed delivery and non-responsiveness.Expedite the resolution and ensure the funds are delivered or refunded immediately.Investigate their practices to prevent this from happening to other consumers.

  Business Response

  Date: 04/03/2025

  We have resolved this complaint directly from our customer service team and an email informing of refund was sent on March 25.  We consider this matter resolved and customer satisfied with refund.

• Initial Complaint

  Date:03/20/2025

  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.

  On March 15, $127.23 was accidentally sent to an account named ***** ******. I pleaaded with Taptap Send to reverse it as it was done in error and that i needed the money. I sent subsequent emails and got the same response that they cannot reverse it.I was hoping that there is some mechanism on their end to reverse transactions that are deemed fraudulent or are done in haste.I would like to have the money returned to me.

  Business Response

  Date: 04/03/2025

  We provided official response to this request twice and are sorry that you are unhappy with the outcome.  We give customers the chance to review all details of their transfer before sending money on the confirm screen.  Then customers are required to enter their password. Two opportunities are provided to confirm the information you input and the transaction details. 

  We do try to recover funds for our customers when they make a mistake like this and where we're able to, but if the funds have already been delivered we do not have them to refund to you.  Please take care when inputting your transaction information and know the person you are sending money to. 

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because it says other policy that they can refund dubious or fraudulent transactions. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

  Business Response

  Date: 04/16/2025

  As mentioned before, we are not liable for transactions where you have been scammed or defrauded and choose to willingly send money to individuals. We give our customers every opportunity to confirm their transaction details and enter their PIN number to confirm they want to send money.  Our policy does not say or reference refunds for customer fraud as you mention.  We are sorry you were defrauded and lost money but we can see you are happy with our services as you continue to use our app to send money.  Customers should always know who they're sending money to before they send it and ensure they want to send it. 

• Initial Complaint

  Date:03/17/2025

  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.

  I am writing to file a formal complaint regarding a delayed transfer made through Taptap Send. The transfer was initiated on 13th march,2025], with a reference number of [Transaction ID: *******************], for an amount of $745.68. The transfer was intended to help my loved one in ***** as they are in the hospital, and the funds were urgently needed.However, despite numerous communications with Taptap Sends customer support team, I have been informed that the transfer is still in progress. I was initially told there were technical issues in *****, causing the delay. Delivery date has now passed, and the recipient still hasnt received the funds.I have attempted to resolve this matter through [Taptap Sends support system/chat], but I have received vague responses with no clear timeline for resolution. Additionally, when I contacted my bank, I was informed that they cannot dispute the transaction until 15 days have passed, which further delays the resolution.I am extremely frustrated by the lack of progress and the urgency of the situation. I request immediate action to either complete the transfer or issue a refund for the amount. The delay has caused significant inconvenience and distress.Steps Taken to Resolve:Date of initial contact with Taptap Send: 13th march,2025 around4:30 pm Dates of follow-up communications: same day and next day Details of response from Taptap Send:Taptap Send acknowledged the delay and informed me that they were working with their partner in ***** to expedite the transfer. However, there has been no clear resolution or timeline provided, and I am still waiting for the funds.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money on the 18th using taptap and even now the money has not reached. This sound like fraud. I have called multiple times and they keep saying they are working on it.

  Business Response

  Date: 01/09/2025

  This transaction was long pending due to delays with partners.  We allow customers 30 minute window to cancel (provided transactions haven't delivered before then) consistent with CFPB consumer regulatory requirements.  We have transactions time-out/cancel if they don't deliver within 7 days per state money transmitter requirements. All regulatory requirements were followed and we apologize for the delay.  As a result of the delay our customer service team issued a good will gesture credit to the customers account and they have since transacted several times.  With their money refunded, a goodwill gesture issued, and the customer resuming using our services we believe this matter to be resolved the and complaint to be full addressed. 

• Initial Complaint

  Date:12/04/2024

  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.

  Hello BBB,I am **** *********. I transferred an equivalent of $200 (which is 342 000 naira) from my Taptap app (Taptap is app to transfer money from ** to ******* naira or other currency) to my Kuda back account (with account number: **********) on October 30, 2024 which is said to be delivered to by the TapTap app but unfortunately, this money was not delivered to my account. The recipient of the money is also self. They shared my session ID to give the bank , yet the bank said they did not see the money. I have been contacting Taptap send since they incidence but they keep giving me story that does not lead to any resolution and they are not committed to get resolution for **** attached the receipt for transaction with this email:Session ID: ****************************** Transaction ID: ******************* I have sent several mails to them without response and when I call them , they are just managing me.Kindly help me to look into this matter and resolve it . I will appreciate BBB help to solve this dispute and get my money back, Thanks

  Business Response

  Date: 12/18/2024

  We are investigating this error/non-delivery.  Under CFPB regulations we have 90 days to investigate and usually are able to resolve before that time but it does take some time for our partner to investigate the matter as we show the transaction as being delivered.  

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 an amount to my brother in back home and it's been over 22 hours the amount has not reached his account. All that i get is excuses from your customer service crew.I am very displeased about the lack of transparency and would like to get to the buttom of this as soon as possible.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 an active account for a few months now .. sending some transfers to family in *****. On July 21, I tried to send two transfer to a family member; one with $957 and another one with $450 They put a hold on the transfer requesting more info about the recipient which I provided. They deducted the money for one transfer and rejected the other. Then I emailed customer service. They needed a picture of the recipient ID which I found sketchy, but I provided it to them. They email me back and said I can go ahead and redo the transfer. I did that then my entore account got frozen. They stopped responding to my emails, but when I called they said my account was permanently suspended !!! For "Security Reason" I requested clarification regarding what security issue I breached but stopped responding. Now I have $950 transfer stuck and they don't respond.

• Initial Complaint

  Date:07/16/2024

  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.

  This is an App that offers to send money to ************* (and many other countries world wide). Unfortunately I used this App to send money to my family, this App took the money I meant to send to my family out of my bank account, had it "In Process" and it didn't get received by my family, nor did they refund me the money when I called and asked them to give me refund. This is a fraudulent company, please do not use this company, it's a scam. I just don't want more people to be scammed like I was.

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Taptap Send has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/09/2024

  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 Monday, July 8, I initiated a $1, ****** transfer to my mother-in-law, **************************** in ***** through TapTap Send Money Transfer. The company promised fair and fast delivery for this urgent money transfer.Despite multiple attempts to contact the business, I have received inconsistent and incoherent explanations. Over 20 hours have passed without resolution. This experience leads me to question the company's legitimacy and trustworthiness. It appears that TapTap Send may be misusing customer funds for personal gain rather than facilitating transfers as promised. They have retained my money and consistently provided misleading information.I am requesting an immediate refund of the transferred amount to my bank account. In my communications with their representatives, they have been unable to provide any definitive timeline for when the recipient will receive the funds. Given these circumstances, I have serious concerns about the company's business practices and reliability.Thanks, *****

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** **********