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:16/04/2025

  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.

  I had a customer who paid me for the remainder of his bill at $3,039.30 using ach bank transactions on 4/7/25, it showed in his bank account the funds were taken on 4/10/25. I was already trying to get ahold of someone from wave at this time. I have made 20 ticket numbers request which all have been closed even after I responded to the initial email with no response from anyone at wave. Then 4/15/25 at night comes around and I see there’s a $500 dollar instant payout amount. Out of curiosity I tried it and it said there was something wrong with the payout in the app, so I logged into the normal desktop web page and found that there was supposedly and issue with my card, so I uploaded my other card on file and that’s when my wave payout account became disabled the the $3,008 dollar was no longer available. I go onto the desktop version and it shows the payout from that account to my personal checking account is on hold, so I called my bank to see if they had anything inbound coming into my account and they don’t see anything on either of my accounts. At this point I have tried calling wave through the number listed on the bbb site, but without an extension I cannot get through, and I have left countless emails and opened so many tickets that have just gotten closed over the passed 4 days with not a single response to any of them. At this point I just want the money that I’m owed

  Business Response

  Date: 24/04/2025

  The issue was resolved with the customer directly.

• Initial Complaint

  Date:31/03/2025

  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.

  Wave has allowed two customers to make online payments and has not allowed me to remove the money from the app. Wave is withholding $6500 of my money. Wave is not a bank and has no right to have my money without allowing me to resolve this. I have been attempting to talk to someone for over a week with no resolution because it is only through email. This is absolutely ridiculous and I am now processing a refund for this client without knowing if that will even work so I may portentously lose my $6500. I am a small business and cannot survive without the profits I make.

  Business Response

  Date: 02/04/2025

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases a manual assessment is required after transactions have occurred. When this is required we hold the funds, contact the customer in an effort to gather more information, and try to resolve the issue as soon as possible. This process is for the protection of all parties involved and part of our obligation to maintaining a safe platform. Refunds were actioned by the customer and the processing times were determined by their customer's bank and out of Wave's control.

  Customer Answer

  Date: 02/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  That does not explain why you have no customer support for this. It should not take weeks to get this approved. I am a small business and need paid when I get paid. Getting one reply to my email per day is disrespectful. Having an hour wait time on live chat just to be told that I have to wait for the email and they can’t help is ridiculous. I understand low staffing and the company policies but they are not small business friendly policies and you should not advertise that if this is how you treat small businesses. 

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

  Business Response

  Date: 11/04/2025

  While we understand this experience of waiting longer than expected to receive a response may have been frustrating, we strive to complete such reviews as soon as possible, which is usually 1 business day excluding weekends and public holidays.

• Initial Complaint

  Date:11/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been able to reach a rep for almost 2 weeks. I keep opening support tickets and when I follow up the tickets have been closed. It is tax season time and I can't proceed until they fix the problem. I have sent 6 emails and opened 8 tickets, primarily because they are marking them closed without providing service. They are charging me monthly for a service I can't use. There is no one to speak with. No one is returning emails and no one is responding to the request for support. I need resolution on my issue or a full refund on what I have invested in this app. If I can't properly file taxes this service has not done what it agreed to do. * **** ******** * ** *** ****** **** *** ******* ****** ** **** **** ****** ******* *** ****** ** **** ***** ***** ***

  Business Response

  Date: 17/03/2025

  We are directly in touch with the customer to resolve this issue. 

• Initial Complaint

  Date:11/02/2025

  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.

  Wave issued a 1099-K to me incorrectly. Instead of issuing to the business that is registered and uses their software they issued to me personally at my home. I have no idea how they got my SSN or my home address. They refuse to respond to help desk requests. They have a chat bot that puts me into a cue that never ends. Stating for instance that I am #47 waiting then it jumps to 79 etc. they state to put in a ticket and they will respond. They state to respond to an email with additional questions and I won’t lose my place. I have requested an update every two days. I have been waiting for 10 days with no response to any of my communications. They have effectively stopped my ability to file my personal taxes or the business to file their year end reports as they have reported to the irs that I made the entire business income personally. This has falsely inflated my personal taxes liability with the federal government.

  Business Response

  Date: 21/02/2025

  We are in touch with the customer directly to resolve the issue.

  Customer Answer

  Date: 26/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: the issue is not resolved. They forced me to open another account stating I was a multi person LLC instead of an LLC with S-corp filing status. This is false information. The “supervisor” that emailed me does not understand LLCs and filing statuses. She mistakenly believes that any LLC that is one person pass through files taxes through their personal Social Security number. So though my account was set up correctly from the beginning, their fix is to force me into setting up a new account, losing capabilities and having to pay for such an account, and still have not provided me the corrected 1099 – K for my business transactions in 2024.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/03/2025

  We provided an updated 1099-K and resolved the issue with the customer.

• Initial Complaint

  Date:14/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Wave to process online payments for about a few weeks, and they successfully processed the first few payments with no issues. I recently received an email from "Suzi, Risk Team." They said, "As the result of a review of your account, Wave has temporarily disabled payment processing for your business." They gave no specific reason but asked for a ridiculous amount of documentation to prove I was a legitimate business, including TEXTS to and from my clients. No other financial institution has ever asked for this absolutely atrocious violation of privacy. They know they likely can extract this without issue because they are holding people's money *******. This practice of not conducting a thorough review until AFTER several payments have been processed is deplorable and paralyzing to any small business that just set up their systems to rely on Wave. They gave me no number to contact them. Their online chatbot referred me to the email, and they have not responded to my email. I have over $1,800 frozen in their system with no remedy.

  Business Response

  Date: 15/01/2025

  We resolved the issue with the customer directly. 

  Customer Answer

  Date: 15/01/2025

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was autoenroll into a service and locked out of my account with mfa and have charges on my account that I didnt sign up for. I have tried reaching out to support through the chat bot and email since there is absolutely no other way to call or have someone call you. This happened before and the company has told me I was out of luck. There is nowhere to remove my payment information

  Business Response

  Date: 10/01/2025

  Wave has reached out to the customer to gather more information and are waiting on a response.

• Initial Complaint

  Date:23/10/2024

  Type:Customer Service 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 9/30/2024 I was paid $5,100.00 by my client for design work I completed in August 2024. Wave has locked my account and refused to give me access to my money. My money has been locked for 14 days. I didn't receive any reason my account was flagged. I haven't received any updates after providing additional documents. I have received no updates. Wave has no way to contact the company other than email, which they ignore. I pay extra for "chat support" but have now been blocked from that feature. **** ** ********* ******** ****** ****** ** ***** ***** *** ******* *** ***** ** **** **** ******** ** ***** ** ******** ***** **** *** ******** ******** **** ** ********** ** *** ********

  Business Response

  Date: 05/11/2024

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases and for various reasons a manual assessment is required after transactions have occurred. Not all businesses pass the assessment and in these cases we have no choice but to decline the account which was unfortunately the case for you. It is customary in the banking industry to hold bank payments for a period of 70 days, which is the standard return window for this type of payment. If payments are not returned within this period, they will be refunded to the customer. We suggest that your customer inquire with their bank about initiating a reversal.

  Customer Answer

  Date: 05/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Wave states "It is customary in the banking industry to hold bank payments for a period of 70 days, which is the standard return window for this type of payment. If payments are not returned within this period, they will be refunded to the customer."

  I tried to return the payment to my client and Wave refused to let me initiate the return. It's clear they're gaining interest on my money and that is why they refused to allow me to return it to my client. Also, I will not ask my client to force a return through their bank, because that makes my business look bad, and Wave knows this. Other online payment companies I've spoken with do not hold money for 70 days.

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

  Business Response

  Date: 14/11/2024

  The issue was resolved directly with the customer.

  Customer Answer

  Date: 20/11/2024

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:23/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am still being charged on my **** business card for a 16 dollar monthly subscription that has been going on for a couple months, I can not get ahold of anyone to speak with, nor has anyone replied to any of my multiple help center request I sent. I no longer have access to the email I use ****** hide my email security as well to keep businesses from spamming me. I am not asking for money back I just want them to please stop charging me for something that I do not want and closed my account. I want them to lose my business credit card information on file and I will never sign up for a monthly subscription with them again my bank even had to block them as a merchant today.

  Business Response

  Date: 24/05/2024

  This issue was resolved with the customer directly. 

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After working on the approved projects I had. The client provides me with a payment after 30 days only to have processed it in wave and to be placed on hold. they are slow to respond and ask invasive questions. meanwhile there holding the funds ******* until you provide. it is a long process to get the money from them. don't do business with wave. worst company i have worked with.

  Business Response

  Date: 01/03/2024

  Like all financial companies, every business that signs up for our Payments service undergoes a thorough risk review, and in some cases a manual assessment is required after transactions have occurred. When this is required we hold the funds, contact the customer in an effort to gather more information, and try to resolve the issue as soon as possible. This process is for the protection of all parties involved and part of our obligation to maintaining a safe platform. This matter has already been resolved directly with the customer.

• Initial Complaint

  Date:22/02/2024

  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.

  I had recurring invoicing for my client "********* ****** ** **** **** ********" which ended on October 2, 2023. Since that date, I haven't received any more payments from the client and there is no record in my account of further transactions. However, my client reached out to me and let me know that they are still being charged the recurring credit card payment of $149.00 each month. I need these payments, turned off for my client, and a refund sent to them with interest.

  Business Response

  Date: 23/02/2024

  We do not see records of these recurring payments being processed by Wave after October 2nd, 2023, so at this time there are no related refunds to be actioned. Our customer support team is currently working with the Wave business owner directly to gather more details from their cardholder, so we may investigate further. If the cardholder's payments do not have a WAV*- prefix on the billing descriptor, this means they were processed outside of Wave.

  Customer Answer

  Date: 25/02/2024

  
  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.
  
  Sincerely,
  
  ***** *******