Sendwave Complaints and Customer Service Problems

If you're considering using Sendwave, it's essential to know about the potential customer service problems you might face.

Sendwave complaints often revolve around issues with transaction processing, with some users reporting delayed or failed transactions due to technical glitches.

According to some users, Sendwave's customer service can be unresponsive or unhelpful when dealing with these types of issues.

Some users have reported having to wait for extended periods to receive a response from Sendwave's support team.

For another approach, see: Sendwave Limit

Sendwave's advertising language has been criticized for being misleading. The company's slogans such as "delivered instantly" and "receiving payments in seconds" are likely to be taken literally by consumers, which can be unrealistic given the complexities of cross-border remittances.

Delays in payment processing can occur for a variety of reasons, including payments being held by compliance teams for suspicious behavior, manual payments being forgotten due to human error, and the payment message having to go through a chain of banks before reaching the recipient bank.

Fees can also be hidden and opaque for remittances, especially when Foreign Exchange (FX) is involved. Remittance providers might offer a poor FX rate but claim to have "no transaction fees", which can be misleading to consumers.

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Misleading Ads on Speeds and Price can be a major issue. Companies often use advertising language that's not entirely accurate.

Sendwave's slogans, such as "delivered instantly" and "receiving payments in seconds", are particularly problematic without proper disclaimers. This can lead to justified complaints, lawsuits, and regulatory action.

There are many factors that can delay payment processing, especially for cross-border remittances. Payments can be held by compliance teams if they're flagged for suspicious behavior.

Manual payments may be forgotten due to human error, and the payment may need to go through a chain of banks before reaching the recipient bank. This can take a lot longer than "in seconds".

Fees can also be hidden and opaque, especially when Foreign Exchange is involved. Remittance providers might offer a poor FX rate but claim to have "no transaction fees".

Sendwave uses an external review system, but it's essential to evaluate the source of reviews and take them with a grain of salt.

Several positive reviews for Sendwave have been found, but it's crucial to approach them with caution and consider the possibility of fake or biased reviews.

Sendwave.com receives a high amount of traffic, which could be a sign of a popular and trustworthy website, but it's still essential to exercise caution and verify the legitimacy of the site.

Sendwave regularly updates its policies to reflect changes in laws and regulations, and they are easy to find and understand, written in plain language that's accessible to all customers.

Consider reading: Is Sendwave Legitimate

Sendwave's customer service has been a major issue for many users. They have a halfhearted approach to resolving customer issues, with no proper procedures or employee training in place.

The CFPB claims that Sendwave's support staff is inconsistent in handling customer queries, leading to errors not being investigated or explained to customers. Some errors didn't even have a written explanation.

Sendwave's receipts are also non-compliant with the Remittance Rules, failing to provide timely and detailed information to customers. A significant number of receipts were issued at the time funds were received, rather than within one business day as required.

Related reading: Remitly vs Sendwave

Customers have reported waiting for extended periods for their transactions to be processed, only to be told that the receiving network is down or that they should wait for 24 hours. This lack of clear communication and follow-through has led to frustration and mistrust.

The complaint process can be lengthy, with one customer waiting three weeks for their account to be closed after being told it would be sorted out in 24 hours.

Sendwave's transaction problems are a major concern for customers. Many users have reported issues with their remittances not going through, with some citing outages on the partner's end in the Philippines as the reason.

In some cases, the issues persist even after the outage is resolved, with customers having to call multiple times to follow up on the status of their transaction. One customer even had to insist on speaking with a supervisor to get confirmation that their transaction was canceled.

Sendwave's customer service has been criticized for being unhelpful and unresponsive, with some customers reporting that their phones are always busy and emails go unanswered.

Issuing non-compliant transaction receipts can lead to customer frustration and mistrust. Sendwave's receipts, for instance, weren't issued in a timely manner, often arriving at the same time as the funds were received by the beneficiary, rather than within one business day as stipulated.

This delay can cause anxiety for customers waiting to access their funds. A best practice would be to issue the receipt as soon as the transaction is confirmed.

Sendwave's receipts also lacked detail, with incorrect time zones and dates of fund availability. This can be confusing for customers trying to plan when their funds will be accessible.

FX rates on the receipts didn't have enough decimal places, which can be a concern for customers who need to understand the exact exchange rate. Customer support and complaints information was also not prominently displayed, making it harder for customers to get help when they need it.

Sendwave's transfer process has been marred by issues with pending transactions. Many users have reported that their transactions are still pending even after days or weeks, with some even being deducted from their accounts.

Some users have experienced delays in receiving their refunds, with one user waiting for 5 to 7 days to receive their money back after canceling a transaction. Others have reported that their accounts have been deactivated, making it difficult to get in touch with customer service.

Customers have also reported that Sendwave's customer service is often unhelpful, with some agents making empty promises or providing inconsistent information. One user had to insist on talking to a supervisor to get their transaction canceled, while another user was told that their request for a refund was rejected.

In some cases, Sendwave's transfers have not been delivered to the recipient, with the company claiming that the request for cancellation was placed. However, the user never received the reversal, and their account was deactivated, making it impossible to speak with an agent.

Sendwave's customer service has been criticized for being unresponsive, with some users reporting that their calls or emails were ignored. Others have experienced long wait times or been told that their queries were not being investigated.

Users have reported that Sendwave's customer service is often unhelpful, with some agents providing inconsistent information or making empty promises. One user was told that their transaction would be canceled and the money would be returned, but the transfer was sent anyway, three days later.

Sendwave's transfer process has also been criticized for lacking transparency, with some users reporting that they were not informed of issues with their transactions. Others have experienced delays in receiving their refunds, with some users waiting for months to receive their money back.

Account and Security is a major concern for many Sendwave users.

The company takes the security of user accounts seriously, with a robust system in place to prevent unauthorized access.

Users can enable two-factor authentication to add an extra layer of security to their accounts, making it even harder for hackers to gain access.

According to the Sendwave website, users can also reset their passwords if they forget them, by following a simple and straightforward process.

Sendwave also has a dedicated team that works to identify and prevent suspicious activity on user accounts.

If you're not satisfied with Sendwave's services, you can submit a complaint through their website or mobile app.

Their customer support team is available 24/7 to assist with any issues you may have.

Sendwave takes all complaints seriously and will respond to you as soon as possible.

Sendwave earns a 3.4-star rating from 23 reviews, showing that the majority of customers are somewhat satisfied with their money transfer experience.

Some users have reported being somewhat satisfied, but it's worth noting that 23 reviews is a relatively small sample size.

The 3.4-star rating suggests that while Sendwave may not be perfect, it's still a viable option for those looking to send money abroad.

The CFPB case against Sendwave could have far-reaching consequences for the company's reputation.

Sendwave's parent group, Zepz, is a huge player in the remittance market.

The retail/consumer verticals are already highly competitive, and Sendwave's response to the CFPB case will be crucial.

Damage control is key for Sendwave to stay compliant with CFPB's recommendations.

Other remittance FinTechs should also review their operations to avoid similar issues.

ID 424LMJ is a case of a disputed transaction involving Sendwave and a customer who sent $95 CDN to a recipient, but it was not delivered.

The customer sent two receipts as proof, one from October 9, 2023, showing the funds were sent, and another from October 10, 2023, showing the funds were taken out of their account.

The customer is requesting a refund for the undelivered funds, citing the principle of fairness and the fact that they are a legitimate customer who should not be unfairly penalized.

A total of 1.6 million contacts will receive this notice if Sendwave decides not to refund the customer's money.

Refunds and Payments can be a nightmare with Sendwave. Some users have reported that the company never refunds them, even when transactions fail.

In one case, a user sent two transactions that were not delivered to the recipient's M-Pesa account, but the money was still taken from their bank account. Sendwave told them the money was sent back to the bank, but the bank said it was never sent.

Users may have to dispute the charge with their bank to get their money back, which can be a hassle. This is a major disappointment for frequent users of the app.

It's essential to be aware of this potential issue before using Sendwave for transactions.

Additional reading: Complaints about Synchrony Bank

Technical issues with Sendwave can be frustrating and costly. Marie, a Sendwave customer, reported that she sent $100 CAD to Haiti on October 1st, but the money was never delivered and she was not credited back. This lack of refund is a major concern.

Sendwave's technical issues can lead to delayed or undelivered funds, as seen in Marie's case. They blamed the issue on technical problems with their partners in Haiti.

Customers are left with no choice but to wait for a refund, but Marie was unable to reach Sendwave's customer support team by phone or chat. They ignored her messages, leaving her with no resolution.

For another approach, see: No Surprises Act Complaint Form

Sendwave, a money transfer service, has been detected to have technical issues with their partners in Haiti, as reported by a customer who sent $100 CAD to Haiti on October 1st, but the money never arrived and was not credited to their account.

These technical issues can cause significant problems for customers, as seen in the case of Marie, who was unable to reach anyone by phone or chat, and was ignored by Sendwave's customer support team.

The lack of transparency in Sendwave's ownership data can also impede trust and accountability, making it harder to establish a credible business entity.

A customer's account was not credited after sending money, and they were told about technical issues with Sendwave's partners in Haiti.

Here are some key points to consider:

Sendwave's technical issues are not just about the money, but also about the user experience. Marie's frustration is evident in her complaint, where she mentions that she couldn't reach anyone by phone or chat, and her messages were ignored.

The lack of transparency in Sendwave's ownership data, as pointed out by ComplaintsBoard, can also lead to distrust and a poor user experience. This can be a major turn-off for customers.

Sendwave's customers are often left in the dark when technical issues arise. In one case, a customer sent $100 to Haiti, but it never reached the recipient. The customer was told that there were technical issues with Sendwave's partners in Haiti, but this explanation didn't seem to satisfy them.

In another case, a customer sent $50 to a family member abroad, but the recipient didn't receive the funds. Sendwave's customer service team seemed to be unhelpful, and the customer was left with a bad taste in their mouth.

Here are some common complaints about Sendwave's UX:

These issues can be a major reason why customers choose not to use Sendwave again. As one customer put it, "This will be the last time I send money through Sendwave."

Sendwave's customer service has been described as unsatisfactory by some users.

In one instance, a user experienced issues with receiving money sent on October 20th, which couldn't be received in Haiti.