Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  0n 10/30/2024, I sent money to someone using wave amount of ****** CFA and 5000 CFA. Money was received. On 11/1/2024, I sent ******* CFA to the same person and the money was not received. Called Aendwave numerous times, could not get through. The chat line gets disconnected after waiting for close to an hour ***** Sendwave says that the money is delivered in ******** bank but cannot verify if the receiver received the money. Couple of months ago, I encountered a similar situation where I was sending money to my sibling and entered a wrong number and sendwave will not refund my money. This appears to be happening in **. In other countries, you call customer service and they do the reversal. Time is of the essence here. I sent the money to someone who needs it ****.

  

  Business response

  11/07/2024

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  
  RE: Consumer Complaint 22502980: ***** ******
  
  This letter is in response to the complaint filed on November 1, 2024, by consumer ***** ****** with the Better Business Bureau. We received this complaint on November 2, 2024.
  
  Upon investigating the reported issues, we reviewed the transactions initiated on November 1, 2024, and June 9, 2024, through Sendwave.

  Regarding the recent report for the transaction on November 1, 2024, the customer indicated that the funds were not received by the recipient. We have contacted our merchant partner to obtain an accurate status of this transaction and have requested proof of deposit to confirm their claim that it was "successful."

  We have communicated with the customer via email to inform them that our investigation with our merchant partner is ongoing. We have also requested proof of deposit to expedite the resolution process and verify that the funds were indeed not received in the recipient's account. Additionally, we specified that the recipient's running statement for November should reflect their mobile money number to facilitate our verification process. We are currently awaiting the customer's response and will follow up with our merchant partner as soon as we receive the statement.
  
  Regarding the customer's other concern related to the transaction initiated on June 9, 2024, to ****** ****** for $39.06 (******** GMD), this transaction was successfully processed. The customer had previously confirmed that he entered an incorrect number, so we requested a reversal from our merchant partner. However, prior to submitting the reversal request, we informed him that reversals were not guaranteed to be successful.
  
  On June 13, our partner confirmed that the funds had been withdrawn, indicating that the owner of the incorrectly entered number had received and withdrawn the money. Consequently, the reversal request was rejected.
  
  Sincerely,
  
  Rejekka C.
  Complaints ***********************************************mce-bogus="1" style="color: rgb(0, 0, 0); font-family: lato, "helvetica neue", Helvetica, Arial, sans-serif; font-size: 15px;">

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sendwave refuses to take responsibility for the fraudulent transaction of $350.00 that occurred on June 23, 2024. The suspect in question, *** ******** *******, a former caretaker when I was on assignment in *****, could manipulate the Sendwaves app without using security protocols, i.e., a password, to hijack my account. Boateng somehow got through an affiliate called Chime to transfer ($350) in funds from my account to a mobile money outfit entitled MTN. I was unaware that a transaction occurred until my bank, *************************************, notified me on or around June 26 that a financial transaction had occurred. I was in ************ when I found out this fraud had surfaced. I didn't file police because the matter took outside *****************. The last transaction I made with Boateng was on June 17, 2024, for $64.65 in U.S. currency. No funds have since been sent through Sendwave due to this fraud event. I discussed the transaction with **********. However, Sendwave rebutted the action with bogus information and further excuses to refute my plea. On September 9, Sendwave served me an email receipt months later to authenticate this heinous act, with Auth Code 0GECTKZ2CHZTY and Confirmation NumberGHS-******-9RM159. Furthermore, when using the app, it automatically creates and sends an email simultaneously with a confirmationthe receipt with Confirmation NumberGHS-******-M0JM97, Auth Code OGCJ1H3FSQHDP is a bonified receipt. I hope that a resolution with the help of the Better Business Bureau (BBB) Sendwave will return the $350 in this forum, with the understanding that until they secure their money transfer protocols, I am not a candidate to patronize their services.

  

  Business response

  11/06/2024

  
  Thank you for bringing your concerns to our attention regarding the transaction that occurred on June 23, 2024, for an amount of $350.
  
  We appreciate the opportunity to clarify this matter. Upon reviewing the transaction details, we can confirm that it was created from a device that is fully SMS verified and has been authorized for use with your account.
  
  This verification process ensures that only trusted devices can initiate transactions, and in this case, we noted that it is the same device you have used for previous transactions.
  Additionally, our records indicate that no other devices have accessed your account to create transactions.
  
  This suggests that the transaction was initiated by you or someone who has access to your device. If you believe that this was not the case, we recommend checking who may have had access to your device during that time.
  If you have any further questions or concerns, please do not hesitate to reach out. We are here to assist you.
  
  
  Best regards,
  ***** *.
  Sendwave Complaints Team
  Sendawve

  Customer response

  11/22/2024

  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 have rejected the response from Sendwave due to the fraud and the need for more security measures involving its application.  The suspect in question may have accessed the device on the morning of the incident, which was left charging briefly before my departure. 
  
  I had believed the suspect to be a trusted source during my dealings with them.  However, the suspect did not have security details to unlock the Sendwave application.  A discovery in late August 2024 from a ********** inquiry and the evidence of a CHIME wire transfer of funds ($350) to the suspect's money account through *** confirmed the fraudulent nature of the transaction.  The suspect manipulated the Sendwave application without the necessary ID and password input and produced a wire transfer to their mobile money account in ******. As explained in my dispute earlier, the usual immediate notification via text receipt and email notice per transaction did not occur on the date specified, leaving me unaware that the suspect with whom I had a past business engagement was the perpetrator.  This incident highlights the urgent need for Sendwave to implement an extra layer of security measures like sending a code to the account holder via email and asking for a passcode that only the account holder would know when starting an account with **********************.
  
  I stand by my refund request and hope Sendwave takes prominent measures to ensure trusted protocols are in place for all concerned.

  
  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,

  Mark

   

   

  

  Business response

  12/08/2024

  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  
  RE: Consumer Complaint ********: **** ******* ******
  
  We understand the customer's desire for a resolution regarding their request for a refund related to the claimed fraudulent transaction.
  
  As we explained in our initial response, the device used to create the transaction was the same device that the customer has been using with **********************, which is fully verified. Therefore, we cannot be held responsible for any viruses or harmful technologies that may affect our website, app, or services. Under our Terms and Conditions, Section 9, Liability for Unauthorized Transactions, states:
  
  9.1 To protect yourself from unauthorized activity in your account, you should regularly log into your account and review your transaction history and account statements. You should never share your security credentials or any one-time passcodes with anyone. 
  
  Even if the customer claims not to have shared any information with the recipient, this does not automatically validate their report. It is crucial for customers to be aware of and fully understand the terms and conditions when signing up for any service.
  
  Additionally, under Section 15 of our Terms and Conditions regarding General Provisions:
  
  15.2 Third-party Website Links and Content: Any external links to third-party websites or content on our website or app are provided as a convenience and do not imply Sendwaves endorsement of those sites or content. We do not control these sites in any way and are not responsible for their accuracy, legality, or any other aspect.
  
  Furthermore, under Section 8 of our Terms and Conditions regarding Disclaimer of Warranties:
  
  We take measures to protect your personal data; however, we cannot guarantee that unauthorized third parties will not be able to bypass those measures and access your personal data. Any personal data you provide us is at your own risk.
  
  Please note that we have taken appropriate action in response to the customer's report of a fraudulent transaction by submitting a reversal request to our merchant partner on August 27, 2024. We received a response from our merchant partner on August 29, 2024, indicating that the reversal request was denied because the funds had already been utilized.
  
  As such, we can no longer provide a refund to this customer. The security of the customers account is ultimately his responsibility. We have done our part to maintain the security of our app, especially since the device used for the transaction is verified on the account. This situation likely stems from actions on the customers part or external factors beyond *********************** control.
  
  Sincerely,
  
  Rejekka C.
  Complaints Specialist
  WorldRemit
  

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  El da 3 de Octubre realice una transferencia por un valor de USD 397 desde los ************** hacia ******** con el fin de cubrir gastos de emergencia para mi familia y los recursos nunca fueron depositados a la cuenta de destino pero si fueron debitados de mi cuenta bancaria . El dinero en mencin fue retornado a mi cuenta bancaria de los ************** a los 5 das siguientes pero fueron debitados nuevamente sin ninguna razn el da ********************************************************* aplicacin haba pedido que la transaccin fuera cancelada. Siendo hoy ************************** multiples llamadas, ****** y tratar de contactar a Worldremit por sus diferentes canales, el dinero no me ha sido retornado y esto me esta generando desbalances financieros donde se ven involucrados mis otras cuentas por pagar obligndome a pagar tarde por que no cuento con los suficientes recursos afectando tambien asi a mi familia en ********.

  

  Business response

  10/23/2024

  This letter is in response to the Better Business Bureau (BBB) complaint filed by ****************** ****** ******* on October 17, 2024, concerning a bank transaction to ******** with reference number *********, initiated on October 3, 2024.

  After conducting a thorough investigation, we identified that intermittent internal technical issues impacted the processing speed of some transactions, including Mr. ********* While our goal is to process bank transfers within minutes to one business day, unforeseen technical glitches regrettably delayed certain transactions. In this case, we received Mr. ******** cancellation request on October 4, 2024, but were unable to act immediately as we awaited confirmation from our partner.
  
  Upon escalation, we received confirmation that the funds had been reversed to us. Unfortunately, due to an internal issue, we were unable to complete the cancellation at that time. To resolve this, we manually processed the refund on October 22, 2024. For your reference, we have attached proof of the refund with a standard settlement time of three business days.
  
  We sincerely apologize to Mr. ******* for the inconvenience and frustration caused by these technical issues. Our technical team is working diligently to prevent similar incidents in the future. While we strive to provide timely service, as outlined in our Terms and Conditions, we are committed to delivering excellent service to all of our customers.
  
  As a gesture of goodwill, we would like to offer Mr. ******* a 50 USD voucher for his next transaction with WorldRemit. Should he wish to accept this offer, we kindly ask that you let us know.
  
  If you require any further information or clarification, please dont hesitate to contact us.
  
  Thank you for your time and attention to this matter.

   

  Kind regards,

  *******
  
  

   

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reaching out due to unfair treatment accorded to me by Sendwave, they disabled my account around the begining of may without any explanation and without according me time to give them the documents that they needed, I tried reaching out for along time until recently when I got an explanation ad to what they needed. They asked for bank accounts, tax returns as well as a response as to why I way sending the money as well as reasons as to why I was sending money. Understanding how important this information is important to them and a requirement by law, I complied and sent all the documents they had asked. I called twice as a followup and an agent confirmed they had received the documents. I was told to give them 24 hours, I followed up through chat and another agent said I needed to resend the documents which I did. I reached out again after 24 hours and was asked to resend the documents again, this process happened 4 times. I am.not sure if they were giving me an email that does not work or what was going on. I requested them to close the account which they did not either, so I submit, that either they review the account and documents provided or the delete the account instantly

  

  Business response

  10/18/2024

  This letter is in response to the complaint filed on October 17 2024, with the Better Business Bureau by consumer ****** *******. This complaint was received by us on October 18, 2024.

  We acknowledge the paramount importance of meeting the needs of our customers who rely on us to transfer funds to their loved ones. We appreciate the trust that they have placed in Sendwave as their partner in facilitating these transactions.

  As a licensed money transmitter, we are required by regulatory authorities to verify the source of funds used for transactions made through the Sendwave app. This is a mandatory requirement that ensures the integrity and safety of our platform for all users.

  Please be advised that our customers have agreed to these terms and conditions when they registered on one of our designated channels, including Section 1: General Terms, which explicitly outlines their obligations. Specifically, customers are required to comply with the following provisions:

  1.2. "By responding to us when we need you to. For example, you must give us information that we request (such as a copy of your ID document, proof of address, or your recipients identifying details) to prevent fraud and money ************* doing everything required to meet legal and regulatory requirements, by responding to a direction of a regulator or law enforcement authority and by cooperating with any investigation that we (or any law enforcement or regulatory body) may carry out."

  Rest assured,as part of our privacy policy, the privacy and keeping the personal information of the customer secure are extremely important to us. At **** (Sendwave) we are committed to protecting and respecting the privacy of the customer and handling their information in an open and transparent manner.

  Upon reviewing the account, our team has made consistent efforts to coordinate with the customer in order to obtain the necessary information and documentation. However, while we have received some documents, they remain incomplete. To expedite the resolution of this matter, we kindly request that the customer respond promptly to any emails or updates from the relevant team.

  A separate email will be dispatched to the customer to confirm their preferred course of action regarding their account.
  We take the safety and security of our platform seriously and are committed to upholding the highest standards of integrity and compliance. We appreciate their patience with this matter. 

  Jonathan 

  Sendwave Complaints Specialist
  

  
  

  Customer response

  10/21/2024

  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 reject this response because all the emails they keep sending me are asking the same thing which i have sent almost 10 times. If it is a different set of documents that would be a different thing, I have included some screenshots of some of the different times I have responded to them, unless their email is not receiving emails. I just don't understand why they keep saying they have not received any documents from me.
  

   

   

  
  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

  10/30/2024

  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 acknowledge the customer's desire to reactivate their account and appreciate their continued interest in utilizing our services. At present, the customer's account remains under review due to regulatory requirements that necessitate a comprehensive examination, which may extend the process beyond the anticipated timeframe.
  
  The relevant team will be notified once there will be a progress with the review, we would like to advise the user to keep an eye on their email for the relevant team may reach them if there are any questions or information needed to complete the process. 
  
  Thank you for your understanding and cooperation.

  Sincerely,
  
  ******** *.
  Complaints Team
  Sendwave
  

   

  Customer response

  11/01/2024

  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,

   

  The company just gave a generic answer, I gave them.all the evidence they needed but still kept delaying indefinitely, I actually no longer want to do business with them. I need my account closed completely, they can continue investigating whatever they are investigating with my account closed

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent an amount of $200 to a recipient, **** Baffuor ********, Tel - ************* in ***** on September 19th, 2024 at 8.24am and immediately realized I had made a mistake. I intended to send $20 I immediately called Sendwave **************** to get the money reversed. I believe I spoke with a ***resentative called Codi and he told me the request has been put through.The recipient also confirmed, he received a message on his MTN Account, advising him, there is a reversal on the monies sent and hence, he cannot withdraw it.I have still not received my money and called in on Wednesday, September 25th, 2024 to which the representative advised me, she was going to put in another request for my money and I will be contacted in the next 48 hours.I have since sent two emails on the 27th September, 1st & 7th October 2024 to their **************** .I chatted with a *** again on the 2nd or 3rd of October and he promised my money will be returned and still not received my money I have Today, October 7th, 2024 checked my account and still not received my money.

  

  Business response

  10/10/2024

  This letter is in response to the complaint filed on the 7th of October with the Better Business Bureau by ******* B ******* ******. We received this complaint on the 10th of October.
  
  Thank you for bringing your concerns to our attention. We take these matters very seriously and appreciate the opportunity to address your complaint.
  
  Your complaint:
  
  You have requested a reversal to the transaction because you sent $200 to your recipient instead of $20.
  
  Our review:
  
  The transaction was instantly successfully delivered by the time you made the transaction.
  
  Our resolution:
  
  We have requested a reversal from our local partner in *****, informing them of the mistake in your transfer. They have confirmed that the reversal was successful on their end. The funds were reversed back to your account on October 10, 2024. Please note that the refund may take 7 to 10 business days to process, depending on your banks policies.
  
  If you still need further help, feel free to contact our ************* or visit our FAQ page in the app.
  
  Sincerely,
  
  **** **** G.
  Complaints Specialist
  Sendwave

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I send $160.44 on 8/15/2024 through Sendwave and it never arrived in my bank account. I have talked to numerous people from Sendwave's customer service and I have received no help. One of them told me there was a system downtime sending money that day. Whenever I talk to a customer service **** they tell me that they are waiting for a response from my bank however my bank mentions that there has been no email correspondence from Sendwave following up on these undelivered funds. I was requested by one of the customer service **** to send them my bank statements to ******************************* to proof that the funds never got to my account and I did but never got a response back. It's been a cat and chase with them! After nearly two months of unresponsive support, I'm told that there is nothing further that Sendwave can do. I hope to get help and have my money refunded.

  

  Business response

  10/08/2024

  The letter is in response to a complaint filed on October 3, 2024, with the Better Business Bureau by consumer Joy Kibet. This complaint was received on October 4, 2024. We apologize for any inconvenience this has caused and are committed to resolving the matter as soon as possible.

  We appreciate the time taken by the consumer to report this experience. We expresses regret for the inconvenience encountered during the recent transaction and aim to address the concerns raised while providing a detailed explanation of the process.

  A thorough investigation into the issue has been conducted, and we are pleased to inform Ms. Kibet that we have identified the root cause of the problem. We have coordinated with our local partner regarding the transaction, which has confirmed that there was an issue on their end, resulting to fail in depositing the funds into Ms. Kibet's receiving account. We have been coordinating with our local partner to reverse the funds and a confirmation was received that the funds can be reversed.

  We apologize for any inconvenience or frustration this situation may have caused and appreciate Ms. Kibet's patience while we worked to resolve the issue. We have taken steps to rectify the situation by reversing the transaction on October 8, 2024, and processing a refund for the affected transaction to ensure that Ms. Kibet receives the full amount back.

  It is noted that refund processing times may vary depending on the bank's processing schedule, and we estimate that it will take approximately 3-5 business days for the refund to be processed and credited back to Ms. Kibet's account. We request that she allow for this timeframe and monitor her account for the refund.

  We deeply regret any confusion or frustration caused by this issue regarding Ms. Kibet's funds. We are continuously working to improve our system and processes to minimize such delays and provide a seamless experience for our customers.
  

  
  Sincerely,

  Jonathan

  Complaints Team

   Sendwave

  
  

  Customer response

  10/17/2024

  [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 #22378452. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Joy Kibet

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  the transaction was a money transfer through Sendwave app. transaction was made on 09/01/2024. The recipient never received the money. I have contacted Sendwave several times requesting a cancellation and the transaction money refunded to me. Its been 5 business days since i requested cancellation and every time I reach out to send they give me excuses claiming that they are still trying to resolve the issue. Sendwave has admitted that the recipient never received the money but I don't know why they dragging their feet in paying my refund. I made two transaction ($113.41 and $81) and both transactions were never delivered.

  

  Business response

  09/06/2024

  BBB
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  Phone: ************
  Fax: ************
  Email: ********************************************
  URL: *********************************
  
  RE: Complaint ID: ******** - Pearl Kwantwi-Barima
  
  This letter is in response to the complaint filed on the 6th of September with the Better Business Bureau by *************-Barima. We received this complaint on the 7th of September.
  
  We have investigated the nature of this complaint. In their initial report, the consumer alleged that Sendwave was not able to successfully deliver the transaction made on the account.
  
  After a thorough investigation, we have determined that the transaction has been pending due to downtime experienced by our local partner in *****. Please be aware that delays can occasionally occur, as outlined in our Terms and Conditions under Section 2: Service-Specific Terms | Part A: Money transfer service. This section states: "we cant process the money transfer quickly due to circumstances outside our control (see paragraph 1.2 above and paragraph 3 of the General Terms)"
  
  We have manually canceled the transaction, as our local partner has confirmed that it failed due to the ongoing downtime. The funds for this transaction are currently on authorization hold and will typically be released back to the account within 7-10 business days, depending on the bank's processing time.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

  Customer response

  09/06/2024

  [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,
  
  Pearl Kwantwi-barima

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Madame/Sir,I am physician ( hematologist and oncologist specialist) practicing in ******** but originally born in *******, ***********. I am from a very large family ( 17 siblings) and 32 uncles and aunts from my paternal grand father alone. Most of my family members are very poor and I send a good amount of money every month to my family and friends for they daily expenses. Send wave compliant department about one week ago, without notice and in same day asked me to submit documents ( paycheck, W2, photo ID and my picture holding my photo ID). I submitted all of these documents and they still blocked my account preventing me to send much needed money to my family and friends especially now that we are at the end of the month.I contacted them multiple times via chat box( impossible to talk to them via phone lately) last time being today 8/28/24 in late afternoon. Unfortunately, at each encounter I am promised prompt resolution and release of my account in vain.I am not against verification of income etc because I am aware that people can use these venue for illegal money transfers etc. However, I furnished all of the documents I was asked and have my account blocked. I feel targeted and being treated unfairly by SendWave and I am convince if my name was ***** or a Caucasian sounding name I would not have been treated this way.Thank you very much for your help and best regards.***************************, MD

  

  Business response

  08/30/2024

  This letter is in response to the complaint filed on August 29, 2024, with the Better Business Bureau by consumer ***************************. This complaint was received by us on August 29, 2024.

  We acknowledge the paramount importance of meeting the needs of our customers who rely on us to transfer funds to their loved ones. We appreciate the trust that they have placed in Sendwave as their partner in facilitating these transactions.

  As a licensed money transmitter, we are required by regulatory authorities to verify the source of funds used for transactions made through the Sendwave app. This is a mandatory requirement that ensures the integrity and safety of our platform for all users.

  Please be advised that our customers have agreed to these terms and conditions when they registered on one of our designated channels, including Section 1: General Terms, which explicitly outlines their obligations. Specifically, customers are required to comply with the following provisions:

  1.2. "By responding to us when we need you to. For example, you must give us information that we request (such as a copy of your ID document, proof of address, or your recipients identifying details) to prevent fraud and money laundering.By doing everything required to meet legal and regulatory requirements, by responding to a direction of a regulator or law enforcement authority and by cooperating with any investigation that we (or any law enforcement or regulatory body) may carry out."

  Rest assured,as part of our privacy policy, the privacy and keeping the personal information of the customer secure are extremely important to us. At **** (Sendwave) we are committed to protecting and respecting the privacy of the customer and handling their information in an open and transparent manner.

  We understand that the customer has provided us with the information and documents required by our compliance team. Currently, the account is being handled by the relevant team, and an update will be sent to the customer. To resolve this matter quickly, we would like the customer to respond to any emails or updates sent by the relevant team.

  We take the safety and security of our platform seriously and are committed to upholding the highest standards of integrity and compliance. We appreciate their patience with this matter. 
  
  Jonathan 
  Sendwave Complaints Specialist
  

  
  

  Customer response

  08/30/2024

  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. 

  [I totally understand the need to verify the origin of the funds transferred and agree with it. However I disagree with the process:

  1. You should give customers time to give you the required information. In my case my account was suspended the same day, to the minute I received your first email asking for verification documents.

  2. I was told that the process would take ***** hours. But it has been more than one week.

  3. It is impossible for customers to reach you nowadays and most the agents in the chat box are not helpful and just repeat prepared answered.

  5. I answered within minutes every email I received from you but none of my emails I address to ******************************* was answered.

  Hope that this will be resolved soon since as you acknowledged I have furnished all of the required documents.

  Regards,

   

  Dr.,*******
  
  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,

  Moussa

   

   

  

  Business response

  09/07/2024

  This letter is a response to the dissatisfaction with the resolution of the complaint, as previously presented to the Better Business Bureau (BBB) by ***************************. As previously mentioned, his case was escalated to the relevant team for a thorough review and investigation.

  It is understood that he was informed of a timeframe for the resolution of his issue. However, it must be emphasized that the complexity of his case requires a meticulous investigation, which may not always be accompanied by a precise timeline for completion. The progress of the inquiry is contingent upon the receipt and verification of necessary documentation and information submitted by him.

  Sendwave is pleased to inform him that, following a thorough review, the necessary steps have been taken to reactivate his account. Consequently, he should now be able to continue using his account to send money.

  Sendwave is deeply committed to ensuring the safety and security of its platform, as well as upholding the highest standards of integrity and compliance. Appreciation is expressed for his patience and understanding during this time.

  It is requested that he do not hesitate to contact Sendwave should he have any further questions or concerns.

   

  ********

  Sendwave Complaints Specialist

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to ask you to please call me after 2 PM. I am just out of the hospital. The medicines do not allow me to hold a conversation before 2:15, 2:20 PM.My problem is a money transfer I made with Sendwave. I have had lots of health issues that have prevented me from filing this complaint earlier. Please help me. On June 1, 2023 I made a transfer of $228.40 using Sendwave Money Transfer. The transfer went to my older brother who was not the intended recipient. The transfer was made at 12:37:53 AM. It was 4:37:53 AM in the recipient's country. Sendwave's local partner Wave's offices are closed until 9 AM local time. I called my brother many times until he woke up. I told him that I made a mistake and made him a transfer. He could not receive it because I was cancelling it right away. Which I did. After I cancelled it, I called Sendwave and I was told that the local Office being closed they would process it when they opened. I had cancelled transfers before and the money was returned to my account. But not this time. Sendwave blocked the English option for me. I could only talk to their **************** in *******. When I asked why the money had not been returned, an employee in ******* told me that their partner only sees the cancellation message but does not know the amount to be returned. Wave sent an email to ask how much was to be sent back, nobody answered their email. I asked my call to be transferred to the **. A Supervisor named ******** said sometimes they have too many emails and they cannot answer them all. He said he would call Wave and get it resolved. But the moment we ended the call he sent me an email saying Wave said it paid the transfer to the recipient. It was a complete lie. I had called many times and been told it was cancelled and nothing was paid to anybody. It may seem too little to bother resolving it. I had a stroke that retired me long before time. I now have very little money. I need the $228.40 back please. Thank you.

  

  Business response

  08/20/2024

  This letter is in response to the complaint filed on August 19, 2024 with the Better Business Bureau by *****************************. This complaint was received by us on August 20, 2024.
  
  After investigating the complaint, the consumer initially stated that Sendwave did not process a refund for the transaction sent to Messou ***************************** for $228.40 (********** XOF) on May 31, 2023.
  
  The consumer initially requested a reversal since the transaction had already been collected by the recipient. We contacted the local partner to inquire about the status of the reversal, but they responded that the transaction could not be reversed because the funds had already been utilized by the recipient. 
  
  The consumer then filed a dispute with her bank, which resulted in a chargeback and ultimately prevented Sendwave from completing the reversal request. However, the reversal was still rejected by the local partner.
  
  Please see the attached document for the Proof of Payout from the local partner, which shows that the funds were already utilized and that there was insufficient balance in the recipient's account.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Thank you
  
  
  Kind Regards,
  
  ********************
  Sendwave Complaints Team

  Customer response

  08/21/2024

  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. 

  The attachment  does not say anything. It is not proof of payment or anything. 
  
   I reject their answer.
  
  Sincerely,
  
  *****************************
  

  
  

  

  Business response

  08/22/2024

  This letter is in response to the rejection of the complaint resolution with the Better Business Bureau by *****************************.
  
  Following a thorough investigation, we have confirmed that the transaction was successfully delivered to the recipient and that the funds have been utilized. As a result, we are unable to reverse the funds, and the transaction remains under chargeback with the consumer's bank.
  
  We strongly advise the consumer to discuss the utilized funds with the recipient, who is his brother.
  
  Please find the attached Proof of Payout document from our local partner, which verifies that the funds were utilized and that there was insufficient balance in the recipient's account.
  
  If the consumer has any further questions regarding this matter, they may contact our *************************** at **************.
  
  Kind Regards,
  
  ********************
  Sendwave Complaints Team
  
  

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used Sendwave to send money to ***** many times with no issue.On August 15th I send $108 dollars to a relative. 4 days later, Sendwave has not remitted the funds to the receipient and they refuse to refund the funds so that I can use a different service. Please follow up on my behalf because I feel they have began scamming people. They keep giving various reasons as to why they funds are not delivered, yet they have debited my account.

  

  Business response

  08/20/2024

  BBB
  
  5 Mt. *********. Suite 100
  
  ***********, MA 01752-1927
  
  Phone: ************
  
  Fax: ************
  
  Email: ********************************************
  
  URL: *********************************
  
  RE: Complaint ID: ******** - *****************************
  
  This letter is in response to the complaint filed on the 18th of August with the Better Business Bureau by Paskalia ******. We received this complaint on the 20th of August.
  
  We have investigated the nature of this complaint. In their initial report, the consumer alleged that Sendwave was not able to successfully deliver the transaction made on the account.
  
  After a thorough investigation, we have determined that the transaction has been pending due to downtime experienced by our local partner in *****. Please be aware that delays can occasionally occur, as outlined in our Terms and Conditions under Section 2: Service-Specific Terms | Part B: Airtime Top-Up Service. This section states: "Sometimes there may be a delay, for example, due to local mobile network congestion or technical issues. You should visit our Channels or contact us if you have any concerns about longer delays."
  
  We have manually canceled the transaction, as our local partner has confirmed that it failed due to the ongoing downtime. The funds for this transaction are currently on authorization hold and will typically be released back to the account within 7-10 business days, depending on the bank's processing time.
  
  In the meantime should the consumer have further questions regarding this issue, they may contact our *************************** on **************.
  
  Sincerely.
  ***
  Sendwave Complaints Specialist

*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. ↩