ComplaintsforSendwave

Money Transfers

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Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
There was an emergency and fortunately although more money was going to be sent, I started off with $100.00. I had previously used this app once before and it was successful. This time however it asked me for a picture of my Drivers License (front and back) and a recording of my face. I submitted that and the money was supposedly transferred and the recipient received a confirmation code. He was unable to retrieve the money. I called the first night and the agent blamed it on the store. Said they would update me. They didnt. It was tried at another store the next day and the message that showed up in the store is that Sendwave was rejecting authorization. I spoke with another agent who said they would cancel the transaction and I would get an email shortly. I didnt. A couple of days later I received a message saying the recipient needed to pick it up. I chatted with someone again and i mentioned they had been intentionally lying to me and I needed it cancelled as the prior agent stated. They said they would and I would receive an email after the call. They didnt cancel my transaction. Almost a week later and the transaction has not been cancelled nor have I received my money back. It just timed out. This foreign company collected biometrics information and then stopped services. Their agents have consciously lied to me over and over again. There is no control or reliability. My concern is the data they are collecting considering their agents have lied each time I contacted them. I cant imagine how many people are being taken advantage of.
Business response
07/13/2024
Thank you for bringing your concerns to our attention. At Sendwave, we take the privacy and security of our customers' personal information very seriously. Our primary purpose in collecting user information is to provide you with a safe, smooth, and efficient experience, as well as to provide the service you have requested from us.

We would like to address the specific concern regarding your transaction dated July 4, 2024, for an amount of $100. We would like to inform you that this transaction was already cancelled on July 11, 2024, and the funds were promptly refunded back to your bank account. We have attached a proof of cancellation for your reference.

Please be assured that we handle all transactions in accordance with our policies and procedures, and we take pride in ensuring that all transactions are processed accurately and efficiently. We understand that any delay or issue can cause inconvenience, and we apologize for any distress this may have caused.

We want to reassure you that your privacy and the security of your personal information are extremely important to us at Sendwave. We are committed to protecting and respecting your privacy and handling your information in an open and transparent manner.

If you have any further questions or concerns, please do not hesitate to contact us. We appreciate your understanding and look forward to serving you better in the future.

Thank you for choosing Sendwave.

Sincerely,

*****
Sendwave
Initial Complaint
07/11/2024
Complaint Type:
Product Issues
Status:
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.
Date -05/30/ 2024 Amount ******* USD Sent for an emergency- to pay for hospital bill ***** sent via send wave to ***** ???? on 05/30/ 2024 marked delivered on the app but technically was not delivered.A statement was sent for their reference.I have reported it to send wave severally via emails, chats, phone calls and its been months now nothing is been done all I keep hearing is they are escalating it for investigation with their local partners but they have not gotten response from them. But it is their responsibility to track the money and refund it accordingly. No update from them or whatsoever which very frustrating and disrespectful.
Business response
07/19/2024
This letter is in response to the complaint filed on July 11, 2024, with the Better Business Bureau by consumer ********************** . This complaint was received by us on July 12, 2024. We apologize for any inconvenience this has caused and we are committed to resolving this matter as soon as possible.
Thanks for taking the time to let us know youve had this experience with us. We apologize for the inconvenience you experienced during your recent transaction. We would like to address your concerns and provide a detailed explanation of the process.
We have conducted a thorough investigation into the issue and we are pleased to inform you that we have identified the root cause of the problem. Our local partner has confirmed that there was an issue with the transaction on their end, which resulted in the delay in depositing the funds into your receiving account. Despite being marked as successful on our end, the transaction was not successful on their end.
We apologize for any inconvenience or frustration this may have caused and appreciate your patience as we worked to resolve the issue. We have taken steps to rectify the situation and have reversed the transaction on July 18, 2024 and processed a refund for the affected transaction to ensure that you receive the full amount back.
Please note that refund processing times may vary depending on the bank's processing schedule. We estimate that it will take approximately 5-10 business days for your refund to be processed and credited back to your account. Please allow for this timeframe and monitor your account for the refund.
We deeply regret any confusion or frustration caused by this issue on your funds. We are continuously working to improve our systems and processes to minimize such delays and provide a seamless experience for our customers.

Sincerely,
********
Complaints Team
Sendwave
Initial Complaint
07/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On the 31st of may at exactly 11:50am, I sent money to Sendwave which is a remitting company by chime inc.And I sent money to Sendwave via my credit debit card to my cousin to buy medication for my sick mother in ******The money was never delivered,I call my cousin the next day money wasnt still delivered.my cousin showed me his statement on his phone shows that no money was received.I contacted Sendwave but the customer service team keeps telling me stories They cant track my money so basically my $650 just vanished.I work hard for my money and these multibillion dollar companies taking from the little guy.Please I need help
Business response
07/15/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927

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

This letter is in response to the complaint filed on July 8, 2024, by consumer ***************************. We received this complaint on the same date.

We have thoroughly researched the nature of the complaint. Upon investigating the reported issue, we reviewed the transaction initiated on *** 31, 2024, through Sendwave. This transaction was promptly forwarded to our local partner in ***** for processing and crediting to the recipient's account. We confirmed the successful delivery of the transaction to ********************* for ****** CAD (******** GHS) on *** 31, 2024. However, we were notified by the consumer that the transaction did not credit the intended account.

Following our established protocol, we immediately engaged with our merchant partners to investigate the matter thoroughly. We also requested the sender to contact the recipient and obtain the *** mobile statement for *** in order for us to support their claim and investigate the matter thoroughly with our merchant partner.

On July 13, 2024, we sent an email to the customer with the attached proof of deposit from our merchant partner, which confirms that the transaction was marked as successful on our end. We specifically noted that if there is a dispute with this proof of deposit, they need to provide us with the mobile money statement for *** from *** in PDF format (not a screenshot). This statement should include the recipient's name, number, and all transactions conducted during *** to allow us to conduct a more thorough investigation.

The customer then responded to our email stating that he tried to contact *** in ***** but was not provided with the recipient's statement. We replied, advising the customer that the recipient needs to contact *** or check their *** transaction history, obtain a copy of the statement, and forward it to the sender. The sender or customer should then forward it to us so that we can provide proof to our merchant partner that the transaction did not credit the intended account.

We sincerely apologize for any inconvenience caused to the customer and assure you of our utmost commitment to resolving this issue promptly and efficiently.

Sincerely,

Rejekka C.
Sendwave Complaints Team
Customer response
07/16/2024
I sent send wave mtn transactions to prove that the money was not delivered.So until I get my money ,this is not solve so stop all your BS send wave. Trying to look cute over here pay me and I will be happy
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,
Yaw

Business response
07/21/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
RE: Consumer Complaint 21953636:Yaw ***********************
We understand that the customer is seeking a refund for an undelivered transaction.
We successfully processed the refund for this transaction on July 15, the same day our merchant partner reversed the funds back to Sendwave.
The refunded amount will be credited to his bank account within 7-10 working days, depending on his banks processing time. For the customers reference, we have attached the *** and proof of refund. He may provide these details to his bank to confirm the status of the refund.
Acquirer Reference Number: 74565894197204626129257
In summary, the transaction in question has been canceled and the refund has been processed.
Thank you for your understanding and cooperation.
Sincerely,
Rejekka C.
Complaints Team
Sendwave
Initial Complaint
07/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
The months of January 2024 to early April 2024 I have used worldremit money sending app to send money to ***** and they charged me double on the transactions. I reported this on the the 7 of April to them and they don't want to refund me my money. They keep on tossing me around. ***************** internet support and help desk. I provided statements to the error and 94 days later they have not been able to ***** me the refund. When I send an email they only respond using automated response or the person will not include the last name. I have email ****** and ****** but no response because no last name the email just goes to customer service. The last case number I was given is ********. I called them and they are telling me they are still investigating after 93 days. I need my refund please.
Business response
07/11/2024
July 11, 2024

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

RE: Consumer Complaint 21941893 - ********************************

This letter is in response to the follow-up complaint filed on July 03, 2024 with the Better Business Bureau by consumer ********************************. This complaint was received by us on July 10, 2024.

We have researched the nature of the complaint, and the customer alleged that ********************** was debiting his card more than what was supposed to be.

Firstly, the client is not a sendwave client; rather, they are a WorldRemit client.

After investigating the issue, the evidence from our debit processor showed that the customer was charged the correct amount and was not double-charged. We had reached out to our relevant team for them to check why the bank statement shows two charges whenever the customer creates a transaction.

Our debit processor only captures the payment once for the confirmed transactions with the debit processor descriptor you have made in your World Remit account. Our relevant team identified that our debit processor identifier was those transactions with the description with address (Bill ******* Debit/World Remit World Remit ***************), and we cannot locate in our system the description (Bill ******* Debit/World Remit World Remit). Despite our efforts to locate those debited amounts on our end with these (World Remit World Remit) details, our relevant team cannot trace them on our processors, which means we did not receive the funds originated from the said descriptor.

The approval of the customer's account being debited is with the bank, and we do not have access to or visibility on how or why the account was debited with the same amount, where those funds were routed, or where they originated. Based on the bank statement trend, the account is automatically refunded in a couple of days or weeks, which the bank should be able to address alone since it is showing on their side and your account debits are with your banking institution.

We wish to advise that the customer may coordinate with his bank on the debited amount with a description of where it originated, as we cannot find it on our side and trace it on your bank side.

Furthermore, if the customer needs assistance, they can contact us over the phone or have a chat session on the application, and our representatives will assist.

Sincerely,

******
Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
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.
On the 20th of May 2024 I had noticed that my bank account was missing a total of $671.54 from 10 unauthorized charges to my checking account made by ********************** from ******. I contacted my bank to file a fraud complaint which is being investigated currently. I also called SendWaves customer service phone line and when I brought it to their attention the representative acknowledged the charges based on the debit card number of the card used to charge my account (which was cancelled already and why I didn't see an issue giving that info). I didn't however give my name, address or email address because I figured they would create a bogus account to claim I had an account with them. I have never had an account with them nor have I ever used their services.The representative assured me she would escalate the matter further for investigation. I told her to just give it back or I would file fraud and theft reports with FEC, *** fraud department a local police report and a complaint with BBB.Needless to say they have not returned what they stole so I attempted to call them again and it went straight to being on hold for 30 min when the whole time it kept saying it would be answered in less than five minutes so they apparently flagged my number to not answer if I called back.I also sent them an email with a throw away email which I've used here because I don't want them to have my personal information and again I still haven't received any response from them.I have moved forward with all the reports I said I would file.I'd like to mention I am a disabled combat veteran who is currently in chemotherapy for cancer and the money they stole from my account made it to where I couldn't even pay for gas to get to my chemotherapy appointments and haven't had my treatments until I got paid today. I also had to reschedule a medical procedure that would've helped to relieve some of the pain that I've had for several months. DebitCard info 5403 85xx xxxx 8904
Business response
07/02/2024
This letter is in response to the complaint filed with the Better Business Bureau on July 01, 2024, by consumer ****************. We received this complaint on July 02, 2024, and apologize for any inconvenience it may have caused. Please be assured that Sendwave is committed to resolving this matter promptly.

We are sorry to hear about the unauthorized charges you experienced on your bank account. We take such matters seriously and strive to address them promptly.

Given the nature of the situation, as you do not have any account with ********************** and we cannot retrieve any information from your end, we highly recommend that you contact your bank directly to dispute the charges and work towards resolving the issue through their fraud investigation process. Your bank will be able to assist you with the necessary steps to protect your account and retrieve the unauthorized charges.

If you have any further questions or concerns regarding this matter, please feel free to reach out to us at ******************************* or contact our support via phone ************ (**/**). We are here to assist you in any way we can.

Thank you for bringing this to our attention. We appreciate your understanding and cooperation.

********************
Sendwave Complaints Specialist
Initial Complaint
06/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
I keep trying to send money, and my transactions keep automatically getting cancelled. There's nothing wrong with them, nothing wrong with my account, and nothing wrong with the account of the person I'm sending to. **************** is just telling me that they see the transactions are getting auto-cancelled by Sendwave but won't tell me why. They tell me they *can't* tell me why for my own security, and then they keep coming up with different reasons every time like they're just making things up. There's no reason for them to be auto-cancelled either. They need to fix this so I can send money
Business response
06/30/2024
This letter is in response to the complaint filed with the Better Business Bureau on June 29, 2024, by consumer *****, *******. We received this complaint on June 30, 2024, and apologize for any inconvenience it may have caused. Please be assured that Sendwave is committed to resolving this matter promptly.
Thank you for bringing this matter to our attention. We apologize for any inconvenience experienced during recent transactions. Sendwave aims to address your concerns and provide a detailed explanation of the process.
Sendwave highly values the continued use of its platform by all users, prioritizing their safety and security. Upon reviewing individual transactions received by Sendwave, it appears that the recent transaction in question did not meet the approval criteria and was automatically canceled during the standard review process. Please understand that all transactions processed through Sendwave undergo rigorous review to ensure compliance with established standards. If there are alternative recipient accounts, attempts to conduct new transactions are welcomed, though it is noted that they will similarly undergo review.
To comprehensively address this matter and rule out any application-related issues, Sendwave kindly requests following these troubleshooting steps:
Deleting the recipient from the Sendwave account.Removing the debit card associated with the Sendwave account.Disconnecting from any VPN connections.Logging out of the Sendwave application and uninstalling it from the device.Reinstalling the Sendwave application on the device.Adding the debit card and re-adding the recipient.Attempting to process the transaction again.

These instructions have also been emailed to you. They are intended to guide you through resolving the issue on your end.
Thank you for your understanding and patience as Sendwave strives to provide a secure and reliable service.Sincerely,******** Complaints Team Sendwave
Customer response
06/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I followed all of the steps and the transaction is still getting cancelled. There is still no reason for this transaction to be cancelled

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
07/06/2024
This letter is a follow-up response to the BBB complaint filed on June 29, 2024, with the Better Business Bureau by consumer **************. We received the user's response on July 3, 2024.
We understand that the customer initially reported the issue to us on June 29, 2024, and subsequently filed a BBB complaint on June 29, 2024, referencing this date in the complaint.
The team at Sendwave acknowledges the need to facilitate fund transfers to loved ones. However, it is important to note that all transactions processed through Sendwave undergo rigorous scrutiny to ensure compliance with established standards. While we encourage exploring alternative recipient accounts, these transactions will also be subject to the same thorough review process.
Upon reviewing the account in question, it has been determined that the recipients to whom transactions were attempted did not meet our approval criteria. Should the customer wish to proceed with transactions to different recipients, we recommend providing alternative recipient details for further consideration.
Additionally, the process of account deletion has been initiated as per the customers request, with our dedicated team currently overseeing this procedure.
Please do not hesitate to reach out to us should there be any further inquiries or if there is anything else we can assist with.
We appreciate your understanding and cooperation in this matter.

Sincerely,
********
Complaints Team Sendwave
Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
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.
On June 20, 2024 I sent $655 to an MTN Momo number in *****. The confirmation number of the transaction was GHS-******-B6F71. While the funds showed delivered, the recipient ************************* never received the money.On June 2024, I sent ************************* Wallet Statement to sendwave which showed that he never received the money. I have not gotten any reasonable explanation from sendwave as to when when I will get the fund. I have sent them subsequent messages as to how the money is to take care of a pressing medical need and I have still not received a response. I will appreciate for your office to look into this issue for me
Business response
06/27/2024
June 27, 2024

BBB
5 Mt. *********. Suite 100
***********, ** 01752-1927

RE: Consumer Complaint: 21903285 - *******************

This letter is in response to the complaint filed on June 26, 2024 with the Better Business Bureau by *******************. We received this complaint on June 27, 2024.

We have conducted research on the nature of this complaint. The consumer's initial claim stated that Sendwave failed to complete their money transfer successfully.

After a thorough review of the account, it appears that the transaction was successfully delivered to the beneficiary's account. However, the funds were not credited as claimed by the consumer. The consumer's unsuccessful money transfer can be attributed to the technical difficulties being experienced by our banking partner in ******

We have been in contact with our banking partner in ***** to obtain the final status of the transaction. Additionally, we have requested proof of delivery to provide to the consumer. Our local partner has informed us that they have reversed the funds due to the technical issues they were facing. Consequently, we have issued a refund to the consumer. The funds should become available in the account within the next 7-10 business days, depending on the banking institution.

In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.

Sincerely.
***
Sendwave Complaints Specialist
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
ON MAY 24TH 2024, I DID A TRANSACTION WITH THE COMPANY SENDWAVE TO SEND MONEY TO FAMILY, THE ***** WAS DELIVERED TO THE ** BANK , BUT MY FAMILY NEVER RECIEVED THE MONEY, I IMMEDIATELY DID A REVERSAL, THEY TOLD ME IT WOULD TAKE 30 DAYS AND TODAY IS 6/24/24, I HAVE HEARD NOTHING FROM SENDWAVE NO EMAILS, NO PHONE CALLS NO RESPONSE FROM THEM, THEY TOLD ME THEY WOULD CONTACT ME WITH UPDATES , THEY NEVER DID, I RECIEVED ZERO UPDATES FROM THEM. I BELIEVE SOMEONE STOLE MY MONEY , THEY TOLD ME IT WAS A TECHNICAL ISSUE WITH THE ***** THEY ARE RESPONSIBLE FOR THAT NOT ME THE SENDER., THEY HAVE A CONTRACT WITH A BANK WHO SYSTEM IS NO GOOD AND MY MONEY HAS BEEN LOST OR STOLEN , THEY ARE RESPONSIBLE TO REFUND MY MONEY BACK TO ME
Business response
06/26/2024
Thank you for reaching out to us regarding the issue with your recent transaction. We apologize for the inconvenience and disappointment caused by the un-received funds.

We understand that the transaction shows as successful on our end, but we take your concern seriously and are working to resolve this matter as soon as possible. Our team is closely monitoring this case in collaboration with our local partner to investigate why the funds have not been credited to your account.

Please be assured that we are doing everything in our power to find out what may have caused this issue and to process a reversal of the transaction if necessary. We will keep you updated on the progress of our investigation and let you know as soon as we have more information.

We appreciate your patience and understanding in this matter, and we are committed to finding a resolution that meets your expectations. If you have any further questions or concerns, please do not hesitate to reach out to us.

Thank you for your cooperation and understanding.

Best regards,

*****
Customer response
06/26/2024
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,
Isa
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
Send wave is horrible. Their service sucks! I sent 300$ for my family to use to catch a bus from ****** to ***** at 9:00am and it was not sent 14 hours later. The customer service reps sent an escalation and told me I should receive it ***** hours after waiting 14 hours with no response. My sister and mom will definitely miss their flight back to ****** and I need a refund plus refund for the money to extend the flight for missing the flight. Worst cash app ever. Please dont use this service.
Business response
06/25/2024
This letter is in response to the complaint filed on May 24, 2024, with the Better Business Bureau by consumer ***************************. This complaint was received by us on May 25, 2024. We apologize for any inconvenience this has caused and are committed to resolving this matter as soon as possible.

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

We acknowledge that on the day of your transaction sent to Prince ************************ CAD (******** GHS) on 06/19/2024, our local partner system experienced a high volume of activity/technical issues, which may have caused delays in processing times. This was also stated in our Sendwave Terms and Conditions, Part 4, Delivery Time - Section 4.2. However, after making multiple follow-*** with our local partner, the transaction was successfully delivered after 10 hours and 21 minutes from the time it was created.

We apologize for any inconvenience caused and assure you of our commitment to resolving this matter promptly. We are continuously working to improve our systems and processes to minimize such delays and provide a seamless experience for our customers.

Sincerely,

********************
Sendwave Complaints Team
Initial Complaint
06/15/2024
Complaint Type:
Product Issues
Status:
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.
Sendwave was supposed to send money to two different accounts in the sum of $1,000.00 to GT bank and $152.00 to ****************** on June 6 2024 and till today the recipients never received the money. Sendwave debited my USA account for $1,152.00 but refused to deliver the money to the recipients account specified.The two bank statements of recipients were emailed to Sendwave and I have not heard back from them since June 6, 2024.I have attached the recipients bank statement as proof that Sendwave did not deliver the money into those accounts.
Business response
06/24/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
RE: Consumer Complaint ********: *******************************
This letter is in response to the complaint filed on June 15, 2024, with the Better Business Bureau by consumer *******************************. This complaint was received by us on June 15, 2024.
We have researched the nature of the complaint. Upon investigation into the reported issues, we reviewed the transactions initiated on June 6, 2024, through Sendwave. These transactions were promptly forwarded to our local partner in ******* for processing and crediting to the recipients' accounts. We confirmed the successful delivery of the transaction to Femi ************************* in the amount of $152.00 (********** NGN) on June 6, 2024, and the transaction to ******************************* amounting to $1,000.00 (************ NGN) on June 13, 2024. However, we were notified by the consumer that both transactions did not credit the intended accounts.
Following our established protocol, we immediately engaged with our merchant partners to investigate the matter thoroughly. On June 17, 2024, we received confirmation that the transaction involving Femi ************************* encountered a technical issue where the transaction status incorrectly indicated payment without actual fund delivery. Our partner promptly rectified this issue by reversing the funds, and we processed a refund to the consumer on June 18, 2024.
Regarding the transaction to *******************************, while our partner provided proof of deposit, the funds were not located by the bank. We advised the consumer on June 19, 2024, to submit the recipients GTbank statement to facilitate a comprehensive investigation with our partners. We received the necessary documentation on the same day and are currently collaborating closely with our local partner to resolve this matter swiftly and obtain confirmation.
We sincerely apologize for any inconvenience caused to the consumer and assure you of our utmost commitment to resolving this issue promptly and efficiently. We kindly request the consumer's continued patience as we work diligently with our merchant partner to achieve a satisfactory resolution.
Sincerely,
Rejekka C.
Complaints Team
Sendwave

Customer response
06/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[Sendwave must refund my $1000.00 because the ** bank Nigeria is a reputable bank that will not sit on my money. Sendwave didnt send money to ******** Sendwave is lying and I need my money back. ** bank in ******* is very efficient and it will not take 3 weeks to respond to $1000.00 a client claimed they took.
Sendwave never sent the $152 to Femi Abugo through ****************** too. Sendwave refunded the $152 quickly within a week but refused to refund the $1000.00 that was sent the same day, June 6. Why????

Please and please I need my money now and I am tired of this hide and seek of fraudulent scam of Sendwave.

Regards,
Oladunni

Business response
07/07/2024
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
RE: Consumer Complaint ********: *******************************
We understand the customer's desire for a prompt resolution and are committed to addressing her concerns. We have made extensive efforts regarding her case and wish to provide a detailed account of our actions.
We sent multiple emails to the customer, attaching proof of deposit from our merchant partner, confirming that the transaction was successfully delivered. We also provided instructions for her to have the recipient reconfirm the transaction with their bank.
On July 4, 2024, the customer responded to our email, which instructed her to have the recipient contact their bank and provide the proof of deposit. The customer expressed concerns that the recipients bank, GT Bank in *******, did not show the funds on their statement. To assist the bank in locating the transaction, we provided the proof of deposit, including all relevant references.
The customer requested that we, the merchant, reach out to the recipients bank directly. While this is not feasible due to security protocols in place for the recipients account with GT Bank.
We have engaged with our merchant partner regarding the proof of deposit and supplied it to the customer for tracing with the recipients bank. Additionally, we have sent a follow-up to our merchant partner to reconfirm the issue, taking into account the customer's preference not to have the recipient contact the bank directly. We are currently awaiting their response and will promptly inform the customer as soon as we receive an update.
In summary, we are seeking to confirm if the proof of deposit can be traced by the recipients bank to provide additional information to our merchant partner. We apologize for any inconvenience caused and assure you of our dedication to resolving this matter promptly.
Thank you for your understanding and cooperation.
Sincerely,
Rejekka C.
Complaints Specialist
Sendwave

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