To learn more about Wave, our mobile money network please visit Wave.com

How to make a complaint to Sendwave

There may be occasions when we didn’t offer you the best service. For this we apologize, to make a complaint, please send us an email at compliance@sendwave.com and include:

How we will handle your complaint

Sendwave will:

We aim to resolve your complaint as soon as possible, and in most cases we will arrange to send you a final response within 10 working days and for complex cases up to 35 days.

If you are still not happy

If you are not happy with our final response, you can escalate to the dispute association for your location. Please find our regional contact details below.

Notice requirements by State

Customer Complaint Notices

If you have any questions or complaints about your transaction please text, call, or email us.

Alaska:

If your issue is unresolved by Chime Inc. (DBA Sendwave License #AK-MT-10100 at telephone: 1-888-966-8603), please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Formal complaints must be in writing, please download the form here. 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.

California:

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at: consumer.services@dbo.ca.gov, or by mail at the Department of Business Oversight, Consumer Services, 1515 K Street, Suite 200, Sacramento, CA 95814.

Colorado:

COLORADO DIVISION OF BANKING
COLORADO MONEY TRANSMITTERS ACT
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 12, Article 52, 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, Colorado 80202
email: DORA_BankingWebsite@state.co.us
website: www.dora.colorado.gov/dob

Section 12-52-116, C.R.S. requires that money transmitters and money order companies post this notice in a conspicuous, well-lighted location visible to customers.

DIVISIÓN BANCARIA DE COLORADO
ACTO DE TRANSMISORES DE DINERO EN COLORADO
AVISO A LOS CLIENTES

Entidades diferentes a aquellas instituciones financieras aseguradas por el FDIC, que dirigen actividades de envío de dinero en Colorado, incluyendo venta de giros postales, giro de fondos e instrumentos de pago o crédito requieren tener licencia de la División Bancaria del Estado de Colorado de acuerdo con el Acto de Transmisores de Dinero, Título 12, Artículo 52, del Estatuto Revisado de Colorado.

Si usted tiene una pregunta o duda acerca DE SU TRASACCIÓN - DEL DINERO QUE ENVIÓ: Por favor póngase en contacto con el agente de envíos monetarios que procesó su transacción para obtener ayuda. La División Bancaria de Colorado no tiene acceso a esta información.

Si usted es un residente del estado de Colorado y tiene una queja sobre EL AGENTE DE ENVIÓS MONETARIOS – LA COMPAÑÍA QUE ENVIÓ SU DINERO: Todas las quejas deben de ser entregadas por escrito. Por favor llene la forma de quejas que se encuentra en el sitio web de la División Bancaria de Colorado y entrégue la forma junto con los documentos que apoyen su queja por correo o por correo electrónico a la División Bancaria de Colorado al:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, Colorado 80202
correo electrónico: DORA_BankingWebsite@state.co.us
sitio web: www.dora.colorado.gov/dob

Sección 12-52-116, C.R.S. requiere que agentes de envíos monetarios y compañías de giros postales coloquen este anuncio en un lugar visible, notorio y alumbrado.

Florida

Chime Inc. holds a valid and existing license issued by the Office of Financial Regulation for the State of Florida pursuant to Chapter 560 of the Florida Licensing of Money Services Business.  If you have any complaints please text or call Customer support at (888) 966-8603 or Email us at help@sendwave.com

Georgia

Chime Inc. is conducting money transmission in Georgia. If you have a complaint or concern regarding the money transmission services please text or call Customer support at (888) 966-8603 or Email us at help@sendwave.com!

For unresolved complaints, you may contact the Department of Banking and Finance for the State of Georgia at: 2990 Brandywine Road Suite 200, Atlanta, Georgia 30341 or by phone at (888) 986-1633.

Maryland

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding Chime Inc. DBA Wave, license number 1161354 at 500 N Calvert Street, Suite 402, Baltimore, MD 21202, toll–free phone number of the Commissioner- 888-784-0136, website - https://www.dllr.state.md.us/

Massachusetts

Chime Inc. d/b/a Wave is authorized to engage in the business of a foreign transmittal agency under Massachusetts General Laws chapter 169. Our license number is FT1161354.

Minnesota

To report fraud or suspected fraud in connection with the money transmission services, please text or call Customer support at (888) 966-8603 or Email us at help@sendwave.com

New York

Sendwave is licensed as a Money Transmitter by the New York State Department of Financial Services.

Pennsylvania

Chime, Inc. is a licensed money transmitter by the Commonwealth of Pennsylvania Department of Banking. If you have any complaints, you may contact Chime Inc. Customer support at (888) 966-8603 or Email us at help@sendwave.com

Texas

Chime Inc. is licensed under the laws of the State of Texas and by State law is subject to regulatory oversight by the Texas Department of Banking. Any consumer wishing to file a complaint against Chime Inc. should contact the Texas Department of Banking.

Chime Inc. engages in money transmission. If you have a complaint, first contact Chime Inc. Customer support at (888) 966-8603 or Email us at help@sendwave.com After first contacting Chime Inc., if you still have an unresolved complaint regarding money transmission activity; please direct your complaint to the Texas Department of Banking.

Consumers/customers may file complaints with the Texas Department of Banking by contacting the Department through one of the means indicated below:

In person or by U.S. mail:
2601 North Lamar Boulevard, Suite 300
Austin, Texas 78705-4294
Telephone: (877) 276-5554
Fax: (512) 475-1313
E-mail: consumer.complaints@dob.texas.gov
Website: www.dob.texas.gov

For all transactions from consumers in all other US States:

If your complaint is still unresolved after first contacting Chime Inc. and the applicable State Department, please contact the Consumer Financial Protection Bureau at phone: 855-411-2372 or at fax: 855-729-2372.


Canada

If your complaint is still unresolved after first contacting Sendwave Canada Inc., you can initiate an out of court settlement procedure by contacting the Financial Consumer Agency of Canada (FCAC), 427 Laurier Avenue West, 6th Floor, Ottawa ON K1R 1B9; tel.: in English 1-866-461-FCAC (3222), in French 1-866-461-ACFC (2232); or complete an online form on its website, https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

United Kingdom

If your complaint is still unresolved after first contacting Wave Transfer Limited, you can initiate an out of court settlement procedure by contacting the Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR, UK; tel: 0800 023 4567; or complete an online form on its website, https://www.financial-ombudsman.org.uk/contact-us.

European Union

If your complaint is still unresolved after first contacting Sendwave SA, you can initiate an out of court settlement procedure by contacting the Belgian ombudsman in financial services: Ombudsfin, North Gate II, Boulevard du Roi Albert II, n° 8, bte 2, 1000 Brussels, Belgium; e-mail: ombudsman@ombudsfin.be; tel: +32 2 545 77 70 fax: +32 2 545 77 79 or complete an online form on its website, https://www.ombudsfin.be/. You can also lodge a complaint in another EU country with an alternative dispute resolution organisation which is part of FIN-NET.