How to make a complaint
- By phone: In each operating market, users should contact the Wave toll-free number. This number serves as the primary point of contact for all users.
- Via our form: An alternative way is to complete the form on our website with the relevant information. If you want to raise a concern anonymously, please report it via the form.
The following information is required to process a payment-related complaint:
- Claimant’s first and last name
- Claimant’s account number
- Description of the claim
- Date(s) of transaction
- Type of transaction
- Amount of transaction
- Transaction reference
What you can expect from us
Our response times depend on the nature of the complaint.
Most payment-related complaints addressed to the call center are resolved within 24 hours. We are committed to providing a response for every complaint within 2 business days of its receipt, and to resolving the issue within 15 working days. If we are unable to meet this timeline, we will inform the claimant of the additional time required and share the outcome of our investigation within 10 business days of the issue being resolved.
If the complaint is non-payment related, it can take up to 1 month for us to respond. If the complaint has been made anonymously, we will not be able to respond.