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 In my view, something this important—something that directly determines when thousands of dollars will be withdrawn from a business bank account—should be clearly communicated to the customer, not left for them to discover in a Help Center article.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.
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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.
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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!
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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
Misleading
I am a printing business that needs to send invoices on occasion and needed an app for invoices. After filling out an extensive form my banking information I was denied access to receiving payment due to not providing social media accounts. I gave all my banking information and personal information and was denied because I didn’t have a social media presence and I’m just starting out in sales. I needed an add to receive payments and was denied because no social media and no history of receiving payment. I JUST STARTING HOW WOULD I HAVE PAYMENT HISTORY?? It is not what is advertised! Do not use this app. It is misleading!
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The newest update is busted
Since they updated the app you can’t save invoice or estimates
User beware
Warning!! Stay away from paid version of this app!! They’ll take your money for the subscription then leave you waiting for weeks for confirmation to receive payments. And when you try to reach out to “customer support”…what a joke. Sent multiple requests and had multiple chats with absolutely NO resolution and one pathetic email response that my ticket was received. And still nothing had been resolved. Not only am I out the $190 subscription fee, I also wasted weeks of time waiting a response and resolution. Heck, still waiting for a response!!
Quicken online costs more, but was effortless to set up, and worked correctly day one. Save yourself the headache, buy once, cry once.
Quicken online costs more, but was effortless to set up, and worked correctly day one. Save yourself the headache, buy once, cry once.
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The worst payment processor in the world
DO NOT USE THIS COMPANY. WE PROCESSED A PAYMENT FOR OUR CUSTOMER ON THEIR WEBSITE, one week later we still didn’t have money in our account. They emailed us and said we need to provide proof of all communications with the customer, contracts, details about the services rendered and more before they will release our money. How about none of your business wave! I switched to quick books and never dealt with this bs with quickbooks or square or any other card payment processor ever.
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Trash
Why am i paying for an app that doesn’t let me do the basics…. 4 days invoices “wave has encountered a error”
Can’t save anything on the app now
Started last week I am unable to save anything item or item estimate can’t even convert an invoice or record payments very frustrating
AWFUL CUSTOMER SUPPORT
Even in paid tiers, wave customer support is horrendous. I started an account and still 2 weeks later I can’t accept payments because they haven’t verified it. 2 weeks???? Come on!!!
Their customer service hotline is an ai chatty bot. Then, when you finally get a person, it’s a tier one rep who is about as useful as the ai bot.
DO NOT USE WAVE. PLEASE LOOK ELSEWHERE OR STAY ON QUICKBOOKS
Their customer service hotline is an ai chatty bot. Then, when you finally get a person, it’s a tier one rep who is about as useful as the ai bot.
DO NOT USE WAVE. PLEASE LOOK ELSEWHERE OR STAY ON QUICKBOOKS
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Denied my payout and didn’t refund my client
We are a dry hire mobile bar and we were using wave for invoices and keeping track of receipts. Our first event came around and my client paid on July 18th in full. The event happened on july 30th and I noticed it was still pending on our end. Now fast forward it is now August 12 and the payout is on hold because they decided our type of business is too risky for them. We have gotten back in contact with the client and they have not received a refund. Customer service is nonexistent with emails that are ignored and a chat box that they made very hard to find. I would not recommend! I luckily had a client who is willing to go out of their way to dispute the charge and has offered to pay me another way once they get their refund. That could of gone completely different if it was another type of person.
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User friendly
I have used Wave for several different business adventures and it is by far the most user friendly.
New user thoughts
Recently found wave as a solution to my small business bookkeeping. Makes things easy to track, reports are great, categories and expenses make things easy. Only two complaints: support is nonexistent. Additionally, I have been having issues getting my credit card accounts to automatically sync for historical transactions. To bridge the gap, I used the import feature with a csv file which worked, but randomly last week the system decided to import these same transactions resulting in duplications with no easy way to remove these without starting over on that account. I do not use payroll so I cannot speak to that.
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Not transparent
They Denied my business saying it wasn’t well enough established even though it’s very much legitimate and they didn’t even provide a reason why, just said this is a final decision so now I can’t use their subscription service and I’ve already established my invoices on their software, super annoying and inconvenient
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Help
Computer does NOT understand my problem. Have not been able to get a response by phone.
So close to perfect, 1000 x better than the main competitor
Everything works amazingly well, so much easier to use than slowbooks.
My dream updates:
1. not having to click attach invoice as pdf EVERY time.
2. A report for all invoices, right now I print the invoices page from the web so I have something physical to cross off as customers pay individual invoices.
3. Super dreaming, but reports from in app would be amazing. Right now I use the app to input all invoices. Then I have to go to the mobile website to print reports
My dream updates:
1. not having to click attach invoice as pdf EVERY time.
2. A report for all invoices, right now I print the invoices page from the web so I have something physical to cross off as customers pay individual invoices.
3. Super dreaming, but reports from in app would be amazing. Right now I use the app to input all invoices. Then I have to go to the mobile website to print reports
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Lacking support
The online payment process is stuck and I cannot receive any help from support. 44 min wait on chat 20+ people in front of me. Trying to send an invoice out. Very frustrating. New customer. Not happy.
Boss app
This app never fails only get better and better it make billing so easy no stress
