Complaints

How We Handle Complaints

Providing excellent service is important to us. If we don’t get it right, please let us know as soon as possible so we can resolve the issue and make improvements.

What You Can Expect from Us

  • Easy Process: We make it simple for you to submit a complaint.
  • Consideration: We will listen to your suggestions on how we can put things right.
  • Satisfaction: We strive to ensure you are satisfied with how we handle your complaint.

Resolving Your Complaint

When we receive your complaint, we will contact you to confirm:

  • Who is handling your complaint
  • Expected resolution timeframe
    • We aim to investigate and fully resolve complaints within 15 business days. If we are unable to fully resolve the complaint within 15 days, we will write to explain why and let you know when you can expect a final response. Cases may take up to 35 days depending on the issue and complexity.

Once we have completed our investigation, we will provide a final response.

How to Submit a Complaint

If you are a merchant and have concerns about our conduct or the conduct of any affiliated service provider, please contact your relationship manager.

If your complaint relates to a location outside the US, please select the relevant jurisdiction on your browser page.

To help us review your issue efficiently, please provide (where applicable):

  • A summary of your concerns
  • Relevant details (e.g., names of individuals involved or others with knowledge of the issue)
  • Date of the incident or when the matter began
  • Copies of any supporting documentation (such as agreements, statements, or correspondence)

We will acknowledge receipt of your complaint within three (3) business days.

Our Response

After we investigate and address your complaint, you will receive a written or email response including:

  • A summary of your complaint
  • The outcome of our investigation
  • Our final decision, with an explanation
  • Information on how to escalate your complaint further to the relevant Acquirer or Payment Card Network Operator (PCNO), if necessary