Sendwave
Reviews and Complaints

On 29/10/3023 i use sendwave to send money to my mom 138,46€ in Africa it was very important what she need the money for. I receive an estimated time when the money will arrive and now the time past the money is still processing I message the customer service and they later reply and told me the receiving network is down and they are working on it and he told me to wait I waited for hours and message him again he told me I should wait for 24/h. I was calling the customer care line I waited for hours no response till now is already 24/h and my mom hasn’t received the money and sendwave isn’t answering me anymore

I sent $500 to my account in Nigeria on the 29th October 2023, the fund has been on processing and the money taken from my account. I have called, sent mails and chats without success. I requested for the transfer to be canceled, up till now Sendwave has been tossing me around.

Is Sendwave a fraud?

My transaction number is

BAN-231029-74WMBJ

Please I need my money back

On October 1 sent $100 CAN to someone in Haiti.. today is October 4th

They money never delivered and they do not credit my account. They told me that they having technical issues with their partners in Haiti, I told them if they cannot deliver credit my bank account. Since I not able to reach someone by phone or chat. The ignore all my chat messages.

I just want a refund please

Marie

I sent 2 transactions and the money was not delivered to the mpesa but it was taken from my bank account. When I called sendwave they said they have sent it back to the bank but the bank says it was never sent. So now I have to dispute the charge against them to receive the money back. This is a disappointment since I am a frequent user of the app. Must look for other apps.

I’m having an issue getting my money returned to me. On 6/17 I sent money in the amount of $700 to Ghana. Unfortunately that number I used is not a registered MTN number. I called Sendwave 2 hours later, because it stated it was still processing I called and explain the situation and I was told the transfer would be cancelled and the money would be returned to me. However, 3 days later I saw the money was sent anyway. I called immediately and was told they now have to request for a reversal of my funds. After calling every week and receiving text updates I am being told I cannot get my money back because the request was rejected. We even had the person I was sending the money to try to get the money but he could not again, because the number was not a registered number. This is truly unacceptable and frustrating situation especially when I was told it would be cancelled and they decided to send it anyway THREE days later. So now I feel as if Sendwave just stole my money from me.

My remittance did not go through per Sendwave customer service their partner in the Philippines is having outage and it will be resolved within 24 hrs. After 24 hrs of waiting I have to call them to follow up the status of my remittance and everyone I spoke with was saying the same empty promises. I finally decided to cancel the transaction. The following day i realized i did not receive any confirmation that they canceled my transaction. The following day I called them again to follow up and find out that my transaction was not cancelled and it is still pending. I have to insist to talk to the supervisor and finally received text confirmation that it is canceled . I was told that I will receive my money back to bank acct in 5 to 7 days. This is POOR service. I WILL NOT USE THIS COMPANY AGAIN I WILL JUST DRIVE TO GO

TO LEGIT REMITTANCE CENTER

I sent a money transfer to a wrong account on September 01. Less than 3 minutes after the transaction I contacted Sendwave to reverse the transaction. The timeframe window is 30 minutes I called less than 5.The agent advised that they have notified MPesa in the country that the money was sent. I had to wait 30 days only to be told the money could not be reversed. This is inaccurate information. I have used said service provider and transactions completed in such a TIME FRAME CAN BE REVERSED. But if you are waiting for 30 days to get the money back of course you will not. I reported the incident as soon as it happened and It is obvious send wave were negligent or didnt bother to act promptly on the matter and get the money reversed. I would have chosen to say it was unauthorized transaction and I would absolutely get my money back. I NEED MY MONEY BACK.

There was an unauthorized transaction taken out of my husband's bank account from Sendwave for $190.00 on 4/4 using card ending in ***. Our bank *** told us to call the company and have them refund the amount. We called Sendwave and they told us to call our bank and have them file a dispute. We went back and forth between our Bank and Sendwave and were not able to get it resolved. On 7/1 I received a call from Queen at Sendwave. She said Sendwave could not give us a refund because the card that was used was closed already. We called our bank and explained this and they said they would open up the card to allow them to send the refund. On 8/19 I called Sendwave again and explained that our bank opened up the card so they could issue the refund. I believe the person I spoke to was Lavro and he told me his supervisor was going to review the case and refund us the $190.00 within 15 days. We still haven't received the refund.

Dear Sir/Madam, please help me to get my money back. On May 6 I Transferred a funds of $1779.35 through Sendwave money transfer company to one *** at *** whom is working on my *** house at Accrra Ahongmang area, unfortunately there was a mistake with the name and the mobile number so *** could received the funds. I then reported to Sendwave and they put stopped on the funds and told me they will try to reverse the funds but Friday Sendwave send me a message that they couldnt reversed the funds because the receiver has collected the funds. I then called the receiver and he gave me a reference number and date that indicated the funds was reversed to Sendwave May 14th at 3:45 pm *** time. So I need a help to get my money back from Sendwave company. For more information I can be reached at my mobile number *** and email address- *** thank u. Looking forward for the help sincerely

I have been using sendwave to send money to my family in *** for many years without any issues..on Friday 4/9 I sent $497.47 using sendwave and it ended up being delivered to the wrong recipient by mistake. I called the company to let them know and the first person I spoke to promised to have the issue resolved in 2 hours or the following day at the latest. I had not heard from them as of Sunday so I texted their customer service and they assured me that they were still working on it and would keep me updated. Today, 2 weeks since the incident, they sent me a text saying they cannot reverse the payment because the recipient of the funds had already used it up and suggested that i follow up and get the money from the recipient which is absurd because I don't know who the recipient is and they're across the world in another country. I think the company should have a way of reimbursing customers in such instances. I called my bank and they advised me to follow up with sendwave.

On May 25th I sent money to my brother in *** on the amount $850.00 and there was error, I called they for a dispute which my brother did not receive the money either did I get my money back. I keep on calling them to give my money back or give it to my brother in *** late on I was told my brother has receive the money which is not true because he was called and was told that he can not receive the because there was a dispute. so I called sendwave again which I spoke to ***, she told she is going to send email to their partner in *** (***), however, if I can get any information for my brother that can speed up, so I called my brother to get the *** number so I can talk to them which he did and I spoke to *** of in *** on July 2 they confirm that my brother did not receive the funds, it was reverse back to sendwave on May 29 and they gave me the transaction number which is ***. since then I have been trying to reach out to them but to no one. I email them but no response.

I paid 152.87 and the customer never received the money. However after numerous complains I never heard back from Sendwave. The phones are always busy and disputes has no working hours as I have tried them for months with no response. Fats forward I made a chargeback from bank and after two months Sendwave contact me asking for money back that customer never received. However I reversed the chargeback back and paid back despite customer receiving no monry. The charge back was received and my account was active. As of today I have received three emails of my account suspension again and I don't understand why. They have my money and customer never received the funds and my account is blocked. I have called all last night and today and nobody is available on phones or email reply. Therefore I want to put forward this kind of business practice needs to stop. I need my money back since my account is blocked for no reason. This is so inconvenient at this point and I don't see the purpose of being a customer at all.

On January 19,2022, My bank account was hacked by the Sendwave App . Over $1200 was taken out of my account without my authorization. Sendwave noticed and they sent me a Text message that if I did not authorize, I may call them. I did call them and they told they will take care of the matter and I should call my back to close the credit card. I called my bank and disputed the transactions immediately. On March 4, bank sent me an email that the disputes were denied . I called Sendwave and they said they will get back to me . I called them again today and they told another department is working on the matter . Every time I call I am give a different reason . I want my money back . It what I use to pay for my housing . There is no way I could have given it away in 10 minutes to so many people who also are saying they did not get it . This is so hurting and I feel you are the only ones who can help me . I have all the text messages and the emails from Bank and how I am getting bank fees because of the stealing . Please help me .

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.

Hi, I sent money to my mum and I requested the funds be retrieved and pay me a refund of 200$ in January 27. I was told by Sendwave customer service that they are working on it and it could take up to 30days. Ive been following this issue and even provided them the transaction number I got, which is evident that the funds were sent back to their payment on 1st February. They still havent issued a refund and customer service keeps telling me the same thing again and again. They tell me the funds will be made available to within 48-hrs anytime I call but I never get it. I feel so hurt that I trusted this company, I thought they were the best. I need a refund of 200$ cause I work so hard for my money. Its been 3 months now and they keep telling me they are going to escalate the issue to their payment department and I should get my money within 2days. They also tell me they will send an email confirming that my refund is on the way but I dont get any emails from them at the end of the day. They just dont care about their customers. Kindly help me get a refund. Pleas

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.

On Oct. 30, 2021 I noted two unauthorized charges for 400$ each to my bank account to this company. I immediately reported this to the bank as fraud, and was told I could contact the company for a resolution while the bank investigates the charges. The entire day on Oct. 31 the charges remained as 'pending' with my bank, and I was advised I could try to contact the company to recover the funds. I called several times, each time I was referred to their customer protection department, and was disconnected each time. Finally a representative took my information, I was told to ask my bank for a credit for the stolen funds, that they would look into it, cancel the charges and call me back in 2 hours. I did not receive a call back, and on Nov. 1st the charges were processed through from the company. I am highly suspicious of send wave; their verification for wire transfers (a double transaction of 800$ each) seems to be ineffective, their fraud department (if it even is a separate department) is difficult to contact, they did not follow up with this and now I am suspicious of whether the company itself is a party to this theft.

I made a transaction on Sendwave on Saturday around 8am of more than $700 to a bank account in another country to pay for a service. My bank account was debited for that transaction a couple of minutes afterwards. The status of the transaction was processing and till dusk and it was still processing so I called Sendwave customer service to find out the problem and was told that the receiving bank has connectivity issues. So I let it slide and waited it out. Sunday evening and my transaction was still processing and not delivered. Meanwhile the merchant won't start production of my goods if he doesn't receive the money so I called sendwave to cancel the transaction and just refund me my money to do another form transaction on their app. This call was on Sunday and today's Wednesday, I still don't have my money and the money was never delivered either. Anytime I call them, they ask me to be patient and that my case has been escalated. I even spoke to a manager called *** yesterday to give me back my money and they insist I wait. I'm really disappointed in sendwave because I've been a customer for a long time. Why can't they refund me my money themselves and then fight with the international bank for their money. This is unacceptable and unprofessional. Sendwave, I need my money back ASAP or I report this case to the law enforcement as theft and robbery.

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.

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.