Sendwave: most-reported complaints
Automated analysis of 706 public Trustpilot reviews published 2026-06-08 to 2026-09-23. TrustScore 4.5 from 26,859 total reviews — see the Trustpilot page. Quick answer: is Sendwave legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 38% of the 119 complaints identified in the analyzed period. Account and app problems are the second most frequent issue, cited in 25% of complaints, while support being unreachable and other unspecified issues each account for 15%. The trend for unhelpful support is falling, whereas reports of account and app problems are rising. Trends for the remaining issues are described as flat.
How to reach Sendwave
These are the contact details Sendwave publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +1 888 966 8603, email [email protected], address 100 Hano St, Suite #9, MA USA, Boston, 02134, US.
The company claimed its Trustpilot profile on 2020-08-19, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 15 of 30 in Money Transfer Service. We last checked this profile on 2026-09-23 and found 42 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Live service status: sendwave.statuspage.io.
Elsewhere: 1.8★ on Google (19 reviews) · 4.7★ App Store (13,332)
TrustScore over time
4.4 → 4.5 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (98%, 3.3d) · 2026-08-24 (97%, 3.3d) · 2026-08-27 (98%, 3.3d) · 2026-09-01 (99%, 3.3d) · 2026-09-04 (99%, 3.3d) · 2026-09-07 (98%, 3.3d) · 2026-09-11 (99%, 3.3d) · 2026-09-14 (99%, 3.3d) · 2026-09-17 (98%, 3.3d) · 2026-09-20 (98%, 3.3d) · 2026-09-23 (99%, 3.3d).
Severity: 34% of this company’s 119 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2026, 64% of 25 one-to-three-star reviews were 1★; in September 2026, 72% of 18.
Counted from January 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.9 days between the experience and publishing their negative review (616 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 13 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2019-12-19 to 2026-07-02, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
What their policy promises
support availability: 24/7
“chat de l'appli, disponible 24 h/24, 7 j/7”
complaint process: email
“Nous accusons réception de votre réclamation par e-mail”
complaint process: email
“Nous vous envoyons par e-mail les étapes de notre enquête qui expliquent nos conclusions sur votre réclamation.”
complaint process: 10 working days
“nous nous arrangerons pour vous envoyer une réponse finale dans les 10 jours ouvrables”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 606 negative reviews that received a public reply, the median wait was 1.6 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 606 company replies to negative reviews analysed, 19% engaged with the specific problem and 74% were generic templates.
Review provenance: 601 company-invited reviews in the recent window average 4.74★, while 26 organic (uninvited) reviews average 1.65★.
69% of its 524 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 38% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 5,304 of this company’s 26,859 Trustpilot reviews (20%) were written in the last 12 months.
What are the most common complaints about Sendwave?
Support unhelpful
45 reports · 38% of complaintsfalling“Since February 2026, I have been unable to access the money in my wallet”
1 reader marked this review helpful on Trustpilot.
“No money had been sent.”
The company replied on 2026-08-24: “Hi Ann, we are deeply sorry for this unacceptable delay and the conflicting information you received regarding your July 31st transfer. We completely understand your anger and frustration. We want to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“17 days after sending my money and trying to cancell after the delay.”
The company replied on 2026-08-11: “Hi Ann, We’re sorry to hear you’ve had trouble using Sendwave. Please contact us with a few more details here: : https://www.sendwave.com/contact so we can look into it right away.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Account/app problems
30 reports · 25% of complaintsrising since 2026-09“Scammers are using Sendwave for our identity! It’s very sad that sendwave requests for our identity”
The company replied on 2026-09-07: “Hi Evelyn! We take security and identity protection extremely seriously, and we hear your concern. As a regulated financial institution, we are required by law to verify customer identities to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Since February 2026, I have been unable to access the money in my wallet”
1 reader marked this review helpful on Trustpilot.
“In the US and UK, you can't withdraw back to your account.”
Support unreachable
18 reports · 15% of complaintssteady“My $900 disappeared”
The company replied on 2026-08-09: “Hello Denise Headly, We’re sorry you’ve had difficulty using our app. So that we can look into this for you, please get in touch with us directly with more details:…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“attempted to reach them by phone three times without getting an answer.”
1 reader marked this review helpful on Trustpilot.
“And can not even get someone to talk to”
Other
18 reports · 15% of complaintssteady“I have lost my money and it was never remembered”
The company replied on 2026-08-18: “Hi, Catherine Koskey! Thank you so much for sharing your thoughts on the website. We’re always looking for ways to make things smoother, so feedback like yours is gold. I’ve ensured that we’ve passed…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“When I put money in the wallet it takes a week before sendwave make my money an available to send”
“Ive referred multiple people and have not gotten any referral money”
Billing errors
17 reports · 14% of complaintssteady“My $900 disappeared”
The company replied on 2026-08-09: “Hello Denise Headly, We’re sorry you’ve had difficulty using our app. So that we can look into this for you, please get in touch with us directly with more details:…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“attempted to reach them by phone three times without getting an answer.”
1 reader marked this review helpful on Trustpilot.
“No money had been sent.”
The company replied on 2026-08-24: “Hi Ann, we are deeply sorry for this unacceptable delay and the conflicting information you received regarding your July 31st transfer. We completely understand your anger and frustration. We want to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
11 reports · 9% of complaintsfalling“It was great before they added transfer fee on loyal customers.”
The company replied on 2026-09-11: “Hi Reyjun! Thank you for your honest feedback and for staying with us over the years. We hear your concerns about transfer fees and speed, especially for urgent situation, and we take this feedback…”
Our classifier read this reply as a template response.
“Do not like the sudden charges of sending money home”
The company replied on 2026-08-30: “Hi Clement! We’re are sorry to hear you are unhappy with the fees we offer. We are always working to provide competitive and lowest fees possible. Sendwave's rates and fees are dependent on many…”
Our classifier read this reply as a template response.
“Ever since they started charging a delivery fee, the service has gotten worse”
The company replied on 2026-07-28: “Hi Daniel B, thank you for sharing your feedback. We sincerely apologize for the delays you’ve experienced with your recent transfers, especially after the introduction of our delivery fee. In order…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Sendwave with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.