Customer Complaints

Comment déposer une plainte auprès de Sendwave

En cas de réclamation, contactez-nous. Nous essaierons d’y remédier. Vous pouvez déposer une réclamation en nous contactant en ligne, par téléphone, par e-mail ou par courrier en utilisant les coordonnées de notre page Contact.

Merci de communiquer les informations suivantes :

  • Votre numéro d’utilisateur

  • Le ou les numéros de transaction lorsque la réclamation concerne un transfert spécifique

  • La description détaillée de votre réclamation

  • Ce que vous souhaiteriez que nous fassions pour résoudre le problème



Comment nous allons traiter votre plainte :

Sendwave le fera :

  • Nous accusons réception de votre réclamation par e-mail

  • Le cas échéant, nous vous demandons de plus amples informations

  • Nous étudions votre réclamation conformément aux Conditions générales d’utilisation

  • Nous vous faisons part des étapes d’enquête à l’origine de nos conclusions concernant votre réclamation par e-mail

Nous nous efforçons de résoudre votre plainte le plus rapidement possible et, dans la plupart des cas, nous nous arrangerons pour vous envoyer une réponse finale dans les 10 jours ouvrables et, pour les cas complexes, dans les 35 jours.



Si vous n'êtes toujours pas satisfait :

Si vous n'êtes pas satisfait de notre réponse finale, vous pouvez vous adresser à l'association de règlement des litiges de votre région. Vous trouverez ci-dessous nos coordonnées régionales.

Exigences de notification par région géographique

Alabama Securities Commission Address: 401 Adams Ave., Suite 280 Montgomery, AL 36104 Phone: 1-800-222-1253 Website: http://www.asc.state.al.us/ Licence Number: 519

If your issue is unresolved by [licensee name & phone number], please submit formal complaints with the State of Alaska, Division of Banking & Securities.

Formal complaints must be in writing, please download the form here:

https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf

Formal complaint forms may be submitted via:

Fax: 907-465-1230

Email: msb_licensing@alaska.gov

Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you have questions regarding formal complaints, please call 907-465-2521

Arizona Department of Financial Institutions Address: 100 N 15th Avenue, Suite 261, Phoenix, AZ 85007 Phone: 1-800-544-0708 Website: http://www.azdfi.gov/ Licence Number: 0929295

Arkansas Securities Department Address: 201 E Markham St # 300, Little Rock, AR 72201 Phone: (501) 324-9260 Website: http://www.securities.arkansas.gov/ Licence Number: 43393

California Department of Business Oversight Address: 1515 K Street, Suite 200, Sacramento, CA 95814-4052 Phone: (866) 275-2677 Website: http://www.dbo.ca.gov/ Licence Number: 2533

CUSTOMER NOTICE: Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 11, Article 110, Colorado Revised Statutes.

If you have a Question about or Problem with YOUR TRANSACTION - THE MONEY YOU SENT You must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information. If you are a Colorado Resident and have a Complaint about THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOUR MONEY ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at: Colorado Division of Banking 1560 Broadway, Suite 975 Denver, CO 80202 email: DORA_BankingWebsite@state.co.us website: www.dora.colorado.gov/dob

Connectict Department of Banking Address: 260 Constitution Plaza, Hartford, CT 06103-1800 Phone: 1-800-831-7225 Website: http://www.ct.gov/dob/site/default.asp Licence Number: MT-1179663

Delaware Office of the State Bank Commissioner Address: 555 East Loockerman Street Dover, DE 19901 Phone: (302) 739-4235 Website: https://banking.delaware.gov/ Licence Number: 019520

D.C. Department of Insurance, Securities and Banking Address: 1050 First Street, NE, Suite 801, Washington, DC 20002 Phone: (202) 727-8000 Website: https://disb.dc.gov/ Licence Number: MTR1179663

Florida Office of Financial Regulation Address: 200 E. Gaines Street, Tallahassee, FL 32399 Phone: (850) 487-9687 Website: https://www.flofr.com/ Licence Number: FT230000132

Georgia Department of Banking and Finance Address: 2990 Brandywine Road Suite 200 Atlanta, Georgia 30341-5565 Phone: (888) 986-1633 Website: https://dbf.georgia.gov/ Licence Number: 44350

Guam Department of Revenue and Taxation Address: 1240 Army Drive, Barrigada, Guam 96913 Phone: (671) 635-7664 Website: https://www.guamtax.com/ Licence Number: 1901433

Hawaii Division of Financial Institutions Address: 335 Merchant Street, Rm. 221 Honolulu, HI 96813 Phone: (808) 586-2820 Website: http://cca.hawaii.gov/dfi/ Licence Number: HIMT096

Idaho Department of Finance Address: 800 Park Blvd., Suite 200 Boise, ID 83712 Phone: (208)332-8000 Website: http://www.finance.idaho.gov/ Licence Number: MTL-166

Illinois Division of Financial Institutions Address: 100 West Randolph, 9th Floor Chicago, IL 60601 Phone: (888) 473-4858 Website: https://www.idfpr.com/dfi.asp Licence Number: MT.0000271

Indiana Department of Financial Institutions Address: 30 South Meridian St., Suite 300 Indianapolis, Indiana 46204 Phone: 317-232-3955 Website: https://www.in.gov/dfi/ Licence Number: 25824

Iowa Division of Banking Address: 200 East Grand Avenue, Suite 300 Des Moines, IA 50309-1827 Phone: 515-281-4014 Website: https://www.idob.state.ia.us/ Licence Number: 2014-0108

State Bank Commissioner of Kansas Address: 700 SW Jackson St, Suite 300 Topeka, KS 66603 Phone: 785-296-2266 Website: http://www.osbckansas.org/ Licence Number: MT.0000086

Kentucky Department of Financial Institutions Address: 1025 Capital Center Drive, Suite 200 Frankfort, KY 40601 Phone: 800-223-2579 Website: http://kfi.ky.gov/Pages/default.aspx Licence Number: SC305114

Louisiana Office of Financial Institutions Address: 8660 United Plaza Boulevard, 2nd Floor Baton Rouge, LA 70809 Phone: (225) 925 - 466 Website: http://www.ofi.state.la.us/ Licence Number: 1179663

Maine Bureau of Consumer Credit Protection Address: 76 Northern Avenue Gardiner, Maine 04345 Phone: 800-332-8529 Website: https://www.maine.gov/pfr/consumercredit/index.shtml Licence Number: MD1506

If you have a complaint regarding the company’s money transmission activity, The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding the licensee, WorldRemit Corp., license number 1179663, at Commissioner of Financial Regulation, Attention: Consumer Services Unit, 500 North Calvert Street, Room 402, Baltimore, Maryland, 21202, or by telephone at 888-784-0136.

Massachusetts Division of Banks Address: 1000 Washington Street, 10th Floor, Boston, MA 02118 Phone: (800) 495-2265 Website: https://www.mass.gov/orgs/division-of-banks Licence Number: FT1179663

Michigan Department of Insurance & Financial Services Address: 530 West Allegan Street Lansing, MI 48933 Phone: 877-999-6442 Website: https://www.michigan.gov/difs/ Licence Number: MT0019560

Minnesota Department of Commerce Address: 85 7th Place East, Suite 280 Saint Paul, Minnesota 55101 Phone: 651-539-1500 Website: https://mn.gov/commerce/ Licence Number: MN-MT-1179663

Mississippi Department of Banking & Consumer Finance Address: P.O. Box 12129 Jackson, MS 39236-2129 Phone: 601.321.6901 Website: http://www.dbcf.state.ms.us/default.asp Licence Number: 2615

Missouri Division of Finance Address: Truman State Office Building, Room 630 Jefferson City, MO 65102 Phone: (573) 751-3242 Website: https://finance.mo.gov/ Licence Number: MO-20-7354

Montana Department of Justice Office of Consumer Protection Address: 555 Fuller Avenue Helena, MT 59601 Phone: 800-481-6896 Website: https://dojmt.gov/consumer/

Nebraska Department of Banking and Finance Address: 1526 K St #300 Lincoln, NE 68508 Phone: (877) 471-3445 Website: https://ndbf.nebraska.gov/ Licence Number: 1179663

Nevada Financial institutions Division Address: 3300 W. Sahara Ave., Suite 250 Las Vegas, Nevada 89102 Phone: (702) 486-4120 Website: http://fid.nv.gov/ Licence Number: MT11069

New Hampshire Banking Department Address: 53 Regional Drive, Suite 200 Concord NH 03301 Phone: (603) 271-3561 Website: https://www.nh.gov/banking/ Licence Number: 19732-MT

New Jersey Department of Banking & Insurance Address: 20 West State Street, Trenton NJ 08608 Phone: 800-446-7467 Website: https://www.state.nj.us/dobi/index.html Licence Number: L067808

New Mexico Division of Financial Institutions Address: 2550 Cerrillos Road, Santa Fe, NM 87505 Phone: (505) 476-4885 Website: http://www.rld.state.nm.us/financialinstitutions/ Licence Number: 1179663

New York State Department of Financial Services Address: One State Street New York, NY 10004-1511 Phone: (212) 480-6400 Website: https://www.dfs.ny.gov/ Licence Number: 104087

North Carolina Office of the Commissioner of Banks Address: 316 W. Edenton Street, Raleigh, NC 27603 Phone: 919-733-3016 Website: https://www.nccob.gov/public/ Licence Number: 163600

North Dakota Department of Financial Institutions Address: 2000 Schafer St # G, Bismarck, ND 58501 Phone: (701) 328-9933 Website: https://www.nd.gov/dfi/ Licence Number: MT102767

Ohio Division of Financial Institutions Address: 77 South High Street 21st Floor, Columbus, OH 43215-6120 Phone: 614-728-8400 Website: https://www.com.ohio.gov/fiin/default.aspx Licence Number: OHMT115

Oklahoma Banking Department Address: 2900 North Lincoln Boulevard, Oklahoma City, Oklahoma 73105 Phone: 405-521-2782 Website: http://banking.ok.gov/ Licence Number: OKDOB001

Oregon Division of Financial Regulation Address: 350 Winter St. NE, Room 410, Salem, OR 97309 Phone: 866-814-9710 Website: https://dfr.oregon.gov/Pages/index.aspx Licence Number: MTX-30150

Pennsylvania Department of Banking and Securities Address: 17 N. Second Street, Suite 1300, Harrisburg, PA 17101 Phone: 717.787.1854 Website: https://www.dobs.pa.gov/Pages/default.aspx Licence Number: 52473

Commissioner of Financial Institutions of Puerto Rico Address: 1492 Ave. Ponce de León, San Juan, Puerto Rico 00907 Phone: (787) 723-3131 Website: http://www.ocif.gobierno.pr/index_eng.html Licence Number: TM-055

Rhode Island Division of Banking Address: 1511 Pontiac Avenue Cranston, RI 02920 Phone: (401) 462-9503 Website: http://www.dbr.state.ri.us/divisions/banking/ Licence Number: 20163266MT

South Carolina Office of the Attorney General Money Services Division Address: 1000 Assembly Street Columbia, SC 29201 Phone: (803) 734-1221 Website: http://www.scag.gov/civil/money-services Licence Number: 1179663

South Dakota Division of Banking Address: 1601 N. Harrison Avenue, Suite 1 Pierre, SD 57501 Phone: 605.773.3421 Website: http://dlr.sd.gov/banking/default.aspx Licence Number: MT.2090

Tennessee Department of Financial Institutions Address: 312 Rosa L. Parks Avenue, 26th Floor Nashville, TN 37243 Phone: (615) 741-2236 Website: https://www.tn.gov/tdfi.html Licence Number: 194

Texas Department of Banking Address: 2601 N. Lamar Blvd Austin, Texas 78705 Phone: 877-276-5554 Website: https://www.dob.texas.gov/ Licence Number: 3114

Utah Department of Financial Institutions Address: 324 South State Street, Suite 201 Salt Lake City, Utah 84111 Phone: (801) 538 - 8830 Website: https://dfi.utah.gov/ Licence Number: 114

Vermont Department of Financial Regulation Address: 89 Main Street, Montpelier, VT 05620 - 3101 Phone: (888) 568-4547 Website: http://www.dfr.vermont.gov/ Licence Number: 100-079

Virginia Bureau of Financial Institutions Address: 1300 E. Main St., 8th floor Richmond, Virginia 23219 Phone: (804) 371-9657 Website: https://www.scc.virginia.gov/bfi/ Licence Number: MO-313

Washington State Department of Financial Institutions Address: 150 Israel Rd SW Tumwater WA 98501 Phone: (360) 902-8700 Website: https://dfi.wa.gov/ Licence Number: 550-MT-93564

West Virginia Division of Financial Institutions Address: 900 Pennsylvania Avenue Suite 306 Charleston, WV 25302 Phone: (304) 558-2294 Website: https://dfi.wv.gov/Pages/default.aspx Licence Number: WVMT-1179663

Wisconsin Department of Financial Institutions Address: 4822 Madison Yards Way, Madison, WI 53705 Phone: (608) 261-7578 Website: https://www.wdfi.org/ WorldRemit is exempt from licensure in the state of Wisconsin and therefore does not hold a license from the Wisconsin Department of Financial Institutions.

Wyoming Division of Banking Address: 2300 Capitol Avenue 2nd Floor, Cheyenne, WY 82002 Phone: (307) 777-7797 Website: http://wyomingbankingdivision.wyo.gov/ Licence Number: 7205

Si vous avez une réclamation concernant votre transfert d’argent, contactez le service client au +1-701-51-54355.

région-UK

Si vous avez contacté Wave Transfer Limited et que votre réclamation n’est toujours pas résolue, vous pouvez engager une procédure de règlement à l’amiable en contactant le service de médiation financière (Financial Ombudsman Service), Exchange Tower, Harbour Exchange, London, E14 9SR, Royaume-Uni ; tél. : 0800 023 4567. Vous pouvez également remplir un formulaire en ligne sur son site web, à l’adresse https://www.financial-ombudsman.org.uk/contact-us.

région-UE

Si vous avez contacté Sendwave SA et que votre réclamation n’est toujours pas résolue, vous pouvez engager une procédure de règlement à l’amiable en contactant le service belge de médiation financière Ombudsfin, North Gate II, Boulevard du Roi Albert II, n° 8, bte 2, 1000 Bruxelles, Belgique ; e-mail : ombudsman@ombudsfin.be. Vous pouvez également remplir un formulaire en ligne sur son site web, à l’adresse https://www.ombudsfin.be/ ;tél. : +32 2 545 77 70. Vous pouvez aussi déposer une réclamation dans un autre pays de l’UE, auprès d’un organisme de règlement des litiges membre du FIN-NET.

Des questions ?Contactez-nous.

Si vous avez des questions ou des réclamations concernant votre transaction, veuillez nous envoyer un SMS, nous appeler ou nous envoyer un e-mail.

Contactez nous