Complaints

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had sent money ($100) to ******* through Sendwave on April 30th Confirmation Number BAN-******-229WK6 but the money never made it to the recipient's account.I called in and they said they were investigating...all through the investigation period, I kept getting reminders of how getting my money back was not guaranteed.Sendwave later asked for the recipient's bank statement showing he never received the money and I provided it....only to be told, after 6 weeks, that after the "thorough investigation" by their partners, they have proof that the money was delivered to the account of the recipient.I asked for the proof/documentation but no one provided it. Getting someone to answer my questions when I called the helpdesk was a nightmare; no one seemed to know what was going on. They kept asking the same questions...like a script.I later reached out to their Director of Global customer care via LinkedIn who connected me with a *****...who seemed to have gotten things moving and was able to track the money to the recipient's bank. They said it was a failed transaction. ***** told me the recipient should receive the money within ************************************************************************************************** back to Sendwave. Voiding it would send the money back to it's source.I still don't have my money, everyone at Sendwave has refused to respond to any of my emails, even the director now ghosts me on LinkedIn Sendwave's process for resolving missing transfers is painfully frustrating. Custodians of other people's money need to do better. Today makes it 60 days and I still don't have my money.

  Customer response

  07/11/2022

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

  

  Business response

  07/19/2022

  Hi Olagbaju,

  We're extremely sorry it took longer than expected to resolve your issue. We are glad to confirm we have awarded a 100$ credit equivalent to the amount of the transaction that couldn't be delivered. 

  The credit is already available on your account and you can easily double-check it and use it by accessing the Sendwave app.

  
  Thank you so much for your patience and understanding and please let us know if there's anything else we can assist you with by emailing *********************************
  The Sendwave team

  Customer response

  07/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  Better Business Bureau:
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Regards,
  
  
  *************************************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to send a money transfer via sendwave. Upon sending the transfer the recipient never received the payment of $100USD. I called and the reps said that the request for canceling the transaction was placed and I would be receiving the funds back to my card used for the transaction. I have never received that reversal and my account has since been deactivated so I am not able to speak with a customer service agent. I had to use another customer of ********************** name and account to speak with an agent who said the other agent was not truthful in promising me a certain time frame of the reversal. I am submitting a complaint so that this agency can be investigated for suspicious and fraudulent activity.

  

  Business response

  07/20/2022

  Dear *****,

  We're extremely sorry for the inconvenience this has caused you. Unfortunately due to a technical issue with our payment provider, it took longer than expected to request a refund for your transaction. We can see in the meantime you have already requested a chargeback for the 100$, meaning you were already able to retrieve the money and no additional refund can be issued on our side. Your account has now been deactivated due to the chargeback you requested. In order for us to proceed with a traditional refund, we would need you to cancel the chargeback with your bank so that your account can be reinstated and the refund processed.

  We hope this clarifies, we're always at your full disposal for any further questions you might have, please email us at *********************************

  Thank you.

   

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an account with the Sendwave app and attempted to transfer $150.00 US from one personal bank account to another personal bank account via debit card on May 26, 2022. On May 29, my Sendwave account showed the transfer as "Not Delivered", and I received a text message from Sendwave the next day, stating that the money was not delivered due to unknown error and that the money was refunded to the originating personal bank account. I contacted Sendwave via text, and they confirmed that the transaction was cancelled, and the money was refunded, but could take a couple of days for it to show in my bank account. As of June 24, 2022, the money has still not been refunded to my bank account. I repeatedly inquired about the status of the refund, complied with Sendwave requests for my bank statements on June 17 and again on June 24, and when I demanded that the money be returned, the response from Sendwave was as follows: "We request for your continued patience as the exact amount of time it takes for you to see a refund on your account depends on your bank's relationship with our debit card processor." On June 24, I went to the local branch for my bank account for help, and the banker confirmed that no refund has been issued despite Sendwave's claims. My banker contacted Sendwave Customer Support and was told that ********************** would "investigate" the matter further and get back to me via email. The email I received later on the same day from Sendwave stated that they were unable to verify my identity from my information in the app and they require a photo of a government issued ID. I found this request highly suspicious, given that no photo ID was needed to use the app or was required to process the refund that Sendwave claimed was done more than 3 weeks ago.

  

  Business response

  06/29/2022

  Hi Mysarah,
  Thanks for sharing your feedback. We're sorry it took longer than expected to see the authorization reversal on your card.
  One of our managers has emailed you a proof of the reversal, you can share it with your bank to confirm the money has been released back to you. Please also note your account is fully active so you're definitely welcome to call us or email us whenever you need, our team is always at your full disposal and ready to help.
  We'd also like to give you a bit of an explanation on how to see the funds in your account.
  
  When you made the transaction with Sendwave, the amount you wanted to send was put on an authorized hold with your bank, but no funds were debited from your account. When your transaction was canceled, the hold was released for these funds to become available again in your account. It is important to note that the reversal cannot be seen on your bank statement, but it can be seen by looking at your available balance, which should reflect an increase for the amount in question.
  
  Normally, you should see the authorization disappear within several business days, but in some cases, this may take longer. The timing of the authorization release is completely dependent on your bank's processing time for our debit card processor. You can also contact your bank and speak with a bank manager who has access to the *************** portal and they can confirm the funds were never completely withdrawn.
  
  We sincerely apologize for any inconvenience.
  
  Please let us know if you have any further queries that we can assist you with at ********************************** we're happy to help!

  Customer response

  06/29/2022

  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 completely reject Sendwave's response because my bank account to this day only shows the withdrawal of my money by Sendwave but NO refund! I already went to my bank and showed them the email that Sendwave sent me regarding explanation about everything written on this response. My bank contacted 3 different customer service people to access my ********** card and also spoke to Sendwave, and advised Sendwave to return that money so they can put it on back on my account. Up until now there was no reversal of that money, my bank could not trace the whereabouts of that money, it is nowhere to be seen but it clearly left my bank and withdrawn by Sendwave and it was never returned. My bank even sent  Sendwave the statement of my account which clearly shows the money was withdrawn and the balance remains the same, no additional amount being returned from Sendwave as reflected in my total account balance. Clearly, Sendwave is giving me a runaround explanation by asking me further government issued ID, promised to contact my bank outside ***, sending me screenshot of reversal, etc, same reasons over and over again.  
  
  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,

  Mysarah

   

   

  

  Business response

  07/06/2022

  Hi Mysarah,

  Thanks for getting back to us. We understand the reasons of your rejection. We kindly ask you to call ** in three-way conference call with a bank manager and ask to speak with a supervisor.

  Once connected with one of our supervisors, we will guide you step by step on how to identify the authorization reversal for this transaction.

  This is our US phone number.
  
  *************** (***/******)

  Thanks for your kind patience and understanding.

  The Sendwave team

   

  Customer response

  07/11/2022

  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 continue to reject the response of the business since I have done everything I could to satisfy Sendwave and had given them lots of opportunities to do further investigation to my complaints. Until now I still didn't see any money reversal that Sendwave so famously claimed and when I contacted my bank last Friday, again they advised me this: "Contact Sendwave and tell them to return the money so we can put it in your account and you will see your balance increase, that money reversal" Sendwave is talking about is on their end and therefore we don't see that in our end, once they return the money then it will reflect in your bank account, for now it's still reflected as being withdrawn by Sendwave last May 30th, 2022 and no reversal has happened. I already went to my Bank and did this 3-way conference that Sendwave advised, my bank manager spoke to Sendwave, I have called, texted and emailed Sendwave myself multiple times! And if Sendwave was true about this money reversal c*** they keep on insisting then why can't I see the money being deposited back on my bank account up to this moment? And sure enough, nothing is reflected on my balance coming from Sendwave, therefore no money reversal, so Sendwave took my money and never returned it as they promised. I will never use Sendwave again and will warn anyone to avoid them like the Plague.
  
  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,

  Mysarah

   

   

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A transfer of $1,000.00 dollars was initiated through Sendwave on the 13 of June 2022. Sendwave did not send the money to the recipient and had me informed that the money would be returned to my account in 24hrs but did not. I followed up on 4 different occasions with two weeks and was repeatedly informed that the process of refund has been escalated to ensure .. immediate action yet to no avail. The period of refund is far beyond a regular one to ten business days without any refund a proper means to an authority that can refund my money. Ive had a customer representative hung up on me. I would highly appreciate your intervention in the premise. Thanks *********************

  

  Business response

  06/28/2022

  Dear ****,
  Thanks for reporting this issue. We're extremely sorry it took longer than expected to complete the refund of your transaction. Unfortunately we experienced a technical issue which caused a significant delay in completing the cancellation, for which we deeply apologize. 
  We are glad to confirm the refund was now issued, you should have seen the refund notification already. The funds will be available back in your account shortly.

  In addition to the refund, we have added a small credit to your account as an apology, which will be applied on top of your next transaction.
  

  Thank you so much for your patience and understanding and please let us know if there's anything else we can assist you with by emailing *********************************
  The Sendwave team

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Sendwave (app-based remittance) to send money overseas for $250. The transaction was pretty smooth unfortunately i got a text message the next day that my transaction was cancelled due to unknown reason. I tried calling their support but everytime i dial their phone number it just hang up. I used my friends phone number to call them and it did go thru. I guess theyre blocking customers number with existing issues. I have not received my refund yet and i cant get any help from them. The transaction was made on 06/16/22.

  

  Business response

  06/28/2022

  Hi ****,

  Thanks for sharing your feedback. We're sorry it took longer than expected to see the authorization reversal on your card.

  One of our managers has emailed you a proof of the reversal, you can share it with your bank to confirm the money has been released back to you. Please also note your account is fully active so you're definitely welcome to call us or email us whenever you need, our team is always at your full disposal and ready to help.

  We'd  also like to give you a bit of an explanation on how to see the funds in your account. 
  
  When you made the transaction with Sendwave, the amount you wanted to send was put on an authorized hold with your bank, but no funds were debited from your account. When your transaction was canceled, the hold was released for these funds to become available again in your account. It is important to note that the reversal cannot be seen on your bank statement, but it can be seen by looking at your available balance, which should reflect an increase for the amount in question. 
  
  Normally, you should see the authorization disappear within several business days, but in some cases, this may take longer. The timing of the authorization release is completely dependent on your bank's processing time for our debit card processor. You can also contact your bank and speak with a bank manager who has access to the *************** portal and they can confirm the funds were never completely withdrawn.
  
  We sincerely apologize for any inconvenience. 
  
  Please let us know if you have any further queries that we can assist you with at ********************************** we're happy to help!
  
  Thank you for your patience, and for choosing Sendwave.
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent money transfer of $50 to my family member in *******. My recipient did not receive the money when he went to ********** to get the money. ********** informed him that the money was not transmitted despite the fact that I have a recipt indicating that it was deposited. I called send wave to inquire as to why the money was not deposited, send wave representative told me that they will follow up and get back to me. I waited couple of days a d did not hear from them,I sent an email to which they did not respond as promised. I called and spoke with an agent who informed that the money was deposited and that ********** opened a domicilary account for my recipient that he should go back to the bank. The bank informed my recipient that they did not receive the money and that they did not open any account for the recipient. I went back to send wave with ***** information, and they told me that they will investigate. Subsequently they were sending text messages to me indicating that they are working on it; then they sent me another text message that they will not be able to refund my money. I need them to refund my money.

  

  Business response

  06/16/2022

  Dear ****,

  Thank you so much for contacting us about this issue. We're extremely sorry to hear your transaction hasn't been deposited correctly and there was some miscommunication on the status of the funds.

  We have proceeded to refund your 50$ transaction in full and have added a 10$ credit as an apology for the bad experience. The money will be available back in your account in 2-5 business days.

  Please do not hesitate to reach out to our dedicated team ********************************* in case you have additional doubts.

  Best regards,

  The Sendwave team

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used this company to transfer $450. USD to an account in ***** for a deposit. The app did not list the bank the receiving party instructed me to send it so the Sendwave rep instructed me to send it to one of the listed drop **********. That bank returned the funds to Sendwave since the receiver did not have an account with that financial institution. Every Time I try to call sendwave their phone message states my account has been deactivated and hangs up. I've emailed their support group and the one time they called my mobile back it was blocked as spam risk and they still have not replied to refund the money to my financial credit union.

  

  Business response

  06/14/2022

  Dear ***,

  Thanks for reporting this issue. We apologize for the delay in having this resolved. As you could, our support team has already contacted you with supporting documents confirming the release of the funds back to your account.
   
  We shared proof from our debit card processor showing the $450.00 sent on May 19th 2022 was not charged and therefore an Authorization Reversal (Auth Reversal) occurred. The pending hold of $450.00 was released as the transaction was cancelled. 
   
  For further resolution, you can share the proof we provided via email with a bank manager, as earlier advised by our team.

  For any other questions, we're always at your full disposal and you can contact us at *********************************

  Thanks for contacting Sendwave!

  Customer response

  06/14/2022

  I have filed a credit card dispute with Master Card since the amount was deducted according to my credit Union (Empower FCU, ******** **) and funds not returned. My Master Card dispute claim #D2215903851 is in review. So the Sendwave team needs to review their transaction records better and assure the $450. is returned as they claim.

   

  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

  06/21/2022

  Dear ***,

  Thanks for sharing additional information which helped us understand what was the transaction affected. Kindly make sure you share all the details (name, amount, date) of the transaction affected to receive the best service.

  We can confirm we have now proceeded to request a reversal to retrieve the funds for the transaction mistakenly sent to Ol *************** for 450$.

  Our team has contacted our partners in ***** to reverse the transaction and you will receive a notification via email as soon as the money has been reversed.

  For any other questions you can always contact our dedicated team at ********************************** we'll be at your full disposal to clarify any further doubts!

  Thanks for contacting Sendwave.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used the SendWave service to send money to a relative overseas. Unfortunately, my relative could not receive the money as they do not have the required means to even receive it. I called SendWave on the 21st of April and asked that the transaction be canceled, and a refund be issued to me. Since it was unclaimed by my relative. Sendwave did that even though they tried multiple times to get to send the money to another relative or someone else. I just said I wanted it canceled and refunded. Eventually the Rep on the phone did that and sent me a cancellation confirmation via email. (Confirmation Number: XXX*******-MMCXC8) for the cancellation.This is when all the lies and deception started. I was told within 10 business days I will receive it back into my account. I used my Debit Card. After 12 business days no money back. I called and I was made to sound like I was lying (We sent it, it says it was sent, they said) I replied with I have not received anything. I was told to send them a copy of my bank statements which I did. With no follow-up I called and called and was transferred to a higher Rep who apologized that their system was faulty and that he will send a new refund which will arrive in 2 - 3 business days.No refund arrived. Mind you, we are rolling into a month+ at this point. I am a busy man and I have called them over 10 separate times, each time with fake apologies and someone will get back to me and I will receive my refund. Still nothing. We (my wife) and I even sent them a message on Instagram to try to get some type of a push, but nothing.I believe SendWave is a scam. They are not a fair and decent company. They have stolen my money and will not refund it back to me. I need help with them. They cannot do this to me and other customers and get away with it. I am owed $200, if they do this to x1000 customers with smaller amounts monthly I can imagine the number of scams they are running.They are sweet talking scammers, and need to be caught

  

  Business response

  06/08/2022

  Dear ***********,
  Thank you for sharing your experience, we greatly value our users' feedback as we work to constantly improve our services.
  We're extremely sorry it took longer than expected to complete the refund of your transaction. We are glad to confirm the refund was issued, you should have seen the refund notification already.
  The funds will be available back in your account shortly.
  Thank you so much for your patience and understanding and please let us know if there's anything else we can assist you with by emailing *********************************
  The Sendwave team

  Customer response

  06/08/2022

  Dear Better Business Bureau,
  
  Thank you for reaching and getting the business SendWave to finally act and getting my money back. I truly believe that without the intervention of the Better Business Bureau, SendWave would have done nothing as they have done nothing with the numerous calls, emails and Instagram posts we have made for months now. I have my money back, processed within days of the BBB stepping in so I am thankful to the Better Business Bureau.
  
  
  We can consider this matter closed, but the treatment from SendWave will not be forgotten anytime soon.
  

  Cheers,
  *********** Obigho

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the Sendwave app to sent $755 to my brother in ***** on 4/21/22. He never received the amount but the status on the app showed delivered. I contacted Sendwave and they asked for a statement from the network provider that my brother used. I provided the statement which showed that the money was never received. I also contacted the network provider, Airteltigo, who confirmed that no money was received. I asked Sendwave to reverse the funds into my bank account but they dont want to do that.

  Customer response

  06/02/2022

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

  

  Business response

  06/08/2022

  Dear Christian,
  We're extremely sorry for the inconvenience and for the delay in getting back to you. Our team is investigating the incident to rectify the mismatch in the information you received and retrieve the funds. The investigation is still ongoing and will provide you with the relevant updates as soon as this is finalized.
  Rest assured we have received your complaint and we're working on it.

  Our managers will contact you via email with connclusive feedback.

  Thanks for your understanding.
  The Sendwave team

  Customer response

  06/09/2022

  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 have confirmation that Airteltigo ***** have sent the refund to Sendwave so the only answer should have been when I will receive my refund in my bank account. They have not been answering any of my emails.

  
  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,

  Christian

   

   

  

  Business response

  06/15/2022

  Dear Christian,
  We're extremely sorry it took longer than expected to complete the refund of your transaction. We are glad to confirm the refund was issued, you should have seen the refund notification already.
  The funds will be available back in your account within **** business days. 
  Thank you so much for your patience and understanding and please let us know if there's anything else we can assist you with by emailing *********************************
  The Sendwave team

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using send wave for the past few years with no issues ever. Recently on May 5, 2022 my identity was compromised and an unapproved transfer of $2000.00 was taken from my account. I spoke with a representative at send wave who confirmed that an unidentified phone line was added to my account at 1:30 am and proceeded to withdraw the money. The representative advised me to change my passwords, contact my local bank branch and that send wave would investigate the charges and update me. I waited until the next business day to hear from send wave, no representative would contact me. I made multiple attempts to speak with a supervisor or a representative and to no avail I keep getting denied being able to speak with anyone the company has blocked my phone number, and sent me an email saying that my account is closed down with no explanation. I heavily rely on this company to be able to transfer my money to myself to be able to work and thrive in Africa as I live most of the year in ******. Any help would be much appreciated.

  

  Business response

  05/13/2022

  Hi ********,

  Thank you for sharing your experience, we greatly value our users' feedback as we work to constantly improve our services.
  We're extremely sorry you've been having issues with the Sendwave app, we're glad to confirm your account has been reinstated after one of our managers contacted you to assist on Wednesday May 11th. We can also see our team  has shared more information on how to retrieve the money for the transfers you didn't recognized with your bank. 
  Thank you so much for your patience and understanding and please let us know if there's anything else we can assist you with by emailing *********************************
  The Sendwave team

  Customer response

  05/20/2022

   

  After Sendwave reopening my account they have now closed my account again. I have received  email from sendwave stating that they will keep my account closed because my bank has demanded my funds be returned since  I am not the one that made the charges. I don't know what to do as I depend on send wave to keep my nonprofit operations going in Africa. 

  Any help I regards to this will be greatly appreciated.

  *******************************

   

  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

  05/26/2022

  Hello ********,

  We're sorry to see you rejected our response. We understand your account has mistakenly been blocked again, we're glad to confirm this has now been rectified as you could also see from the communications from our team.
  Please let us know if we can assist with any outstanding issues, we're always happy to help! ??
  Thanks for your patience, and for choosing Sendwave!  ??

*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. ↩