Serious Payroll Error and Unacceptable Customer Support
I strongly recommend that small business owners think carefully before using Wave Payroll.
Wave withdrew payroll remittance funds from our business account based on a monthly schedule, while our CRA remittance schedule was quarterly. This premature withdrawal disrupted our cash flow and budgeting.
What made the experience significantly worse was the customer service. I contacted Wave immediately on September 1, when I noticed the withdrawal. It took approximately two weeks to get a meaningful response. By the time they responded, Wave had already remitted $2,698.57 to the CRA, and their response was essentially that the money could no longer be returned.
Their explanation was that Wave does not support quarterly remittances and that this information is available in their Help Center. In my view, something this important—something that directly determines when thousands of dollars will be withdrawn from a business bank account—should be clearly communicated to the customer, not left for them to discover in a Help Center article.
Even more disappointing was the handling of my complaint. Instead of acknowledging the impact on our business and working toward a reasonable resolution, I repeatedly received explanations defending their system and referrals to policies and Help Center articles. I also specifically requested escalation to a manager or supervisor with authority to resolve the matter, and that request was repeatedly ignored.
For a payroll provider with access to a company’s bank account, accuracy, timely communication, transparency, and responsive customer support are essential. Unfortunately, my experience with Wave failed on all four.
Wave withdrew payroll remittance funds from our business account based on a monthly schedule, while our CRA remittance schedule was quarterly. This premature withdrawal disrupted our cash flow and budgeting.
What made the experience significantly worse was the customer service. I contacted Wave immediately on September 1, when I noticed the withdrawal. It took approximately two weeks to get a meaningful response. By the time they responded, Wave had already remitted $2,698.57 to the CRA, and their response was essentially that the money could no longer be returned.
Their explanation was that Wave does not support quarterly remittances and that this information is available in their Help Center. In my view, something this important—something that directly determines when thousands of dollars will be withdrawn from a business bank account—should be clearly communicated to the customer, not left for them to discover in a Help Center article.
Even more disappointing was the handling of my complaint. Instead of acknowledging the impact on our business and working toward a reasonable resolution, I repeatedly received explanations defending their system and referrals to policies and Help Center articles. I also specifically requested escalation to a manager or supervisor with authority to resolve the matter, and that request was repeatedly ignored.
For a payroll provider with access to a company’s bank account, accuracy, timely communication, transparency, and responsive customer support are essential. Unfortunately, my experience with Wave failed on all four.
Show more
This App Sucks
This app took money out my connected bank account without my permission. STOLE FROM ME. In one instance I received payment from a client and took nearly 10 business days to get the money. The customer service sucks and at this point you’re better off creating a payment processor and invoice generator through Claude. Don’t use this app. After 2 years I’m deactivating my account.
Show more
Run away while you can!
I am a bookkeeper who also owns some small businesses. I chose to use Wave as my accounting software. I processed an invoice to a client. It was flagged by Wave. They put me through a rigorous process where I had to send them everything from invoices to article articles of incorporation, internal emails, etc. they’ve held my money for more than three weeks. Almost 2 weeks ago. They told me that my payment would be paid and that I am approved for invoicing, but neither of those things have happened. This is the worst customer service I’ve experienced in my entire life. Run away as fast as you can!
Show more
Scraped after ONE invoice
The reson whybI gave 1 star is because I can not give minus 10!
The app is REFUSING me ti sign in with my email . I tried to change my password and still no sign in!
I tried to contact them! No answer!
The app is REFUSING me ti sign in with my email . I tried to change my password and still no sign in!
I tried to contact them! No answer!
Doesn’t have support
This app does not have support they have locked my account and no support and all my things are locked down I already email them but nothing yet works
