How is the communication of Wave?
Wave’s customer communication continues to frustrate users, with 20 of 25 feedback entries tagged as negative. The situation hasn’t improved, reviews over time consistently paint a bleak picture. Many describe support tickets going unanswered, customer service teams remaining silent, and accounts getting frozen overnight with no warning or reasoning. A handful of users did point to small wins: searching invoices by name, or seeing estimates accessible on the mobile app. But those brief highlights were drowned out by louder complaints, no contact, endlessly delayed replies, and robotic, unhelpful responses from automated systems. The pattern holds: no recovery in sentiment. Ratings have tailed off to just 1 star in multiple months, including 2026-08 and 2026-09, confirming that problems linger. Only two reviews mentioned anything positive, and even then, it was only about minor tweaks to features, not meaningful changes in how users are treated or communicated with. ⟦0000⟧
What customers praise
Customers love Wave for practical features that make everyday tasks smoother, like saving invoices directly under a customer’s name and finding them again by just typing that name, no extra clicks needed. A few users pointed out the new estimates feature in the mobile app as a real step up, calling it a welcome change. Even though these highlights are scattered, they show that when Wave’s tools do what they’re supposed to, they’re thoughtfully built and genuinely helpful.
What customers said:
- „can you make a change to the free version of your app“
- „Even better now that estimates are included in the mobile app!“
Common complaints
Users frequently point to weak customer support as the top issue, saying their tickets vanish into silence, emails disappear without reply, and chat bots circle back to square one. One person recalled being left without contact precisely when a payroll error hit, another described being cut off mid-crisis after their account got frozen overnight. A number of people said they couldn’t get through to Wave by phone or via any consistent channel, forcing them to fend for themselves when things went wrong with their finances.
What customers said:
- „ghosted me when I was trying to see where it went“
- „Currently dealing with a random 'on hold' with no communication.“
- „You cannot reach them by phone“
How it has changed over time
Communication problems have dragged on for ages, showing no real sign of getting better, response times stay sluggish, and the quality of support hasn’t budged. Ratings nosedived to 1 star across several months, including August and September 2026, and even when scores edged up a little, users kept hitting the same brick walls: emails that go unanswered, payroll systems that break down. It’s not just random glitches. This keeps happening, over and over. There’s no telling that Wave’s handling of user concerns has actually shifted in any meaningful way. The pattern’s too consistent to be coincidence.
What customers said:
- „They sporadically reply to emails only to say they will get back to you“
- „I literally reported them to BBB.“
- „No warning, just a script emailed over to us and we didnt understand what was going on.“
Practical takeaways
For people using Wave for payroll or day-to-day finances, the absence of dependable support is a serious concern. When things go wrong, like a wrong payment or money getting stuck, there’s often no clear path to getting help in time. If you’re counting on Wave for anything important, it’s smart to have a backup strategy ready. And if you’re thinking about the free version, tread carefully. Some users have said they were turned down for refunds after trying it out, which hints that even temporary users might struggle to get through when they need it.
What customers said:
- „You can email support but over a week and still no response“
- „No phone number or even an email address.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2024-11 | 4.00 | 1 |
| 2024-12 | 1.00 | 1 |
| 2025-05 | 1.00 | 1 |
| 2025-07 | 1.67 | 3 |
| 2026-01 | 1.00 | 1 |
| 2026-02 | 3.00 | 1 |
| 2026-04 | 3.00 | 2 |
| 2026-05 | 1.50 | 4 |
| 2026-06 | 3.00 | 1 |
| 2026-07 | 1.50 | 2 |
| 2026-08 | 1.00 | 4 |
| 2026-09 | 1.00 | 1 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2024-11 | 100% | 0% | 0% | 1 |
| 2024-12 | 0% | 0% | 100% | 1 |
| 2025-05 | 0% | 0% | 100% | 1 |
| 2025-07 | 0% | 33% | 67% | 3 |
| 2026-01 | 0% | 0% | 100% | 1 |
| 2026-02 | 0% | 100% | 0% | 1 |
| 2026-04 | 50% | 0% | 50% | 2 |
| 2026-05 | 0% | 0% | 100% | 4 |
| 2026-06 | 0% | 100% | 0% | 1 |
| 2026-07 | 0% | 0% | 100% | 2 |
| 2026-08 | 0% | 0% | 100% | 4 |
| 2026-09 | 0% | 0% | 100% | 1 |
Customer voices
Short excerpts - full reviews are available at the original source.
„I've been spammed by their email system without even signing up for an account.“
„you guys should offer dark mode and accessibility options for those who are legally blind“
„I can't talk to anyone inside the app.“
„don't fall for the free trial offer“
„they wont amswer my email inquiry about“
„disconnects with RBC often which is frustrating as a user“
„I have sent multiple emails with no response.“
„Everything is done by email and it takes a while to get a reply.“
What Reddit users discuss
Below are extracts from Reddit which discuss communication in more detail - each linked to the original thread.
„automatically get a receipt sent to them“
„there is no way to contact support“
„and no explanation“
Cite this page
Citatio (2026). Wave Communication: customer reviews September 2026. Retrieved 10 September 2026 from https://citatio.ai/wave-reviews/communication/
Data verifiable via our public audit log: Methodology · Transparency