Consumer complaint received 2023-11-15
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: Chime Inc. (MD)

I have been a customer of sendwave since XXXX and as at typing this message I have sent a total of {$100000.00} so far through the sendwave platform. I initiated a transfer of {$2900.00} on XX/XX/XXXX for the purpose of paying a contractor in XXXX to commence renovation works for my grand fathers house which is where I grew up. The transaction status showed it was being processed and would be delivered the same day, on the receipt, it showed funds would be available the next day ( its usually immediate or done that same day ). What I assumed would take maybe just a Few hours turned into 6 days. I got no email communication as to the status of my transaction nor did I get any call but yet my bank account had been debited. The only way I got information was after I called ( multiple times and waited sometimes for close to 30mins before speaking with someone ), it was promises upon promises that my transaction would be completed with the explanation that their local partner had technical issues. When I initiated the transfer, the exchange rate was {$1.00} to XXXX, the equivalent was XXXX ( {$2900.00} ). XXXX XXXX XXXX On Thursday XX/XX/XXXX, after calling for the XXXX time, the supervisor I spoke with promised me he would be the last person I speak to about the issue because he would make sure it was handled, he promised all would be resolved in 24hrs, after 48hrs and still no call or even an email, I called again on Saturday ( the XXXX ), only to be told by a supervisor named XXXX that the transaction has failed and I would get a refund. Please bear in mind that getting a refund after waiting for 6 days would mean that instead of getting XXXX as I was supposed to get as at when the transaction was initiated, i would now get XXXX if I had to change that same amount. That is a loss of over XXXX, which was about {$710.00} which is as a result of sendwave holding on to my money for 6 whole days. You would agree that this is due to no fault of mine, I would have expected sendwave to refund my money that same day or latest the next day and I would have taken my business else where, however, they held unto my money for 6 whole days. 

I demanded to speak with a manager and then hit a call back of which he offered me {$50.00} and said there was nothing he could and then went on to refund the {$2900.00} which now had less value. I refuse to accept the compensation of {$50.00} that was added to my account by the manager I spoke to on Saturday XX/XX/XXXX as that is an insult to me. 

Its not so much the loss but most importantly the principle of it and how I have been taken for a ride. I feel so helpless like my voice doesnt matter and like I have no one to fight for me. {$710.00} is a lot of money. I work really hard for every penny that I earn and send money home to my mother and siblings and for a company to treat me this way is really unacceptable because they feel theres no consequence. 

I have contemplated filing a lawsuit as well but then again itll cost so much but at this point I feel defrauded knowing that if the tables were turned, they wouldnt let that money go. I reached out to the CEO ( XXXX ), the COO ( XXXX ) and COO ( XXXX ) via XXXX on XX/XX/XXXX. XXXX responded and apologized and said to give him my transaction number with a promise to look into it. I didnt hear from him after that even after I followed up. I would hope that consumer finance that this up as I am now aware that they were taken to court recently for misleading customers. 

My customer email is XXXX I look forward to your response. Thanks