Complaints policy

The short version

• Write to support@mypayble.com. Say what happened and what you would like us to do.
• Within 24 hours you get a reply with a reference number.
• We give you our decision within the working days in the table below, and confirm it in writing by the next business day.
• If you disagree, ask for a second review within 30 days.
• If you are still not satisfied, you can take it to the Consumer Protection Department of the Central Bank of Nigeria (cpd@cbn.gov.ng).

How to make a complaint

Use whichever way is easiest for you. A complaint made by phone or in person is as valid as one in writing, and we will write down what you tell us and send it back to you so you can check it.

• Email: support@mypayble.com. Put "Complaint" in the subject line.
• Post: MyPayble Technologies Limited, Plot 654 Sani Abacha Way, by FCDA/NTA HQRS, Area 11, Garki, Abuja, Nigeria. Mark the envelope "Complaints".
• Through us on your behalf: someone else can complain for you if you give them your written permission. We will check it with you before we speak to them.

What helps us most

• Your name, your business name and the phone number or email on your account.
• What happened, and when. If money is involved, the amount and the transaction reference.
• What you would like us to do about it.
• Any screenshots, receipts or messages you have. Do not send us your password, PIN or one-time code. We never need them.

What happens next

1. Within 24 hours we acknowledge your complaint. The reply has a unique reference number, the contact details of our complaints desk, what we will do next and by when, and our assurance that it is being dealt with. Please quote the reference number whenever you write to us.
2. We look into it. Someone who was not involved in the matter looks at what happened. If they have a conflict of interest, they must say so and someone else takes over. We may ask you for more information.
3. We decide within the working days below.
4. We tell you in writing by the next business day after we decide. The message explains our reasons, your right to a second review by us, and your right to go to the regulator or another dispute-resolution route if you are still not satisfied.
5. If we got it wrong, we put it right. That means refunding a wrong or excess charge or an unauthorised debit, with interest where the CBN's rules require it, and apologising to you in writing.

How long we take

These are the longest times the CBN allows, counted in working days (Monday to Friday, not public holidays). We aim to be quicker, and we will tell you if a complaint needs more time, and why, before the time is up.

• A payment credited or debited to the wrong account, or a transfer between accounts at the same bank that failed

  First review

  1

  Second review

  1

• An account problem: a statement, account details, a missing alert, a freeze on your account

  First review

  2

  Second review

  1

• A card, card reader (POS), app or sign-in problem, including a failed or declined transaction, a password or one-time code that does not work

  First review

  3

  Second review

  2

• Fraud reported on an online or mobile channel, or a scam message

  First review

  3

  Second review

  2

• A card payment you dispute (a chargeback), on a card issued in Nigeria

  First review

  3 to 5

  Second review

  2 to 3

• A transfer that arrived late, was sent to the wrong beneficiary, or a transfer fee you dispute

  First review

  5

  Second review

  3

• Fraudulent withdrawals from your account

  First review

  14

  Second review

  7

• Fees or charges you think are too high

  First review

  30

  Second review

  15

• A card payment you dispute (a chargeback), on a card issued abroad

  First review

  50 to 60

  Second review

  25 to 30

• Anything else

  First review

  2

  Second review

  1

The CBN sets these times by the kind of problem, so a complaint about several things may have several deadlines. If yours does not fit a row, the last row applies.

If you disagree with our decision

A second review

Reply to our decision, or write to support@mypayble.com quoting your reference number, within 30 days of receiving it and say you want a second review. Someone more senior, who was not part of the first decision, looks at it again and answers within the second-review time in the table.

If you do not reply within 30 days, we treat the complaint as settled and close it. You can still write to us afterwards, and you keep the right to go to the regulator or to court.

The Central Bank of Nigeria

You can take your complaint to the Consumer Protection Department of the Central Bank of Nigeria. Email cpd@cbn.gov.ng, or write to: The Director, Consumer Protection Department, Central Bank of Nigeria, Central Business District, Abuja. The CBN normally takes a complaint when all of these are true:

• you have been through the company's own complaints process first, or the company did not acknowledge your complaint within 3 days;
• it is within 90 days of the decision you are complaining about;
• it is not already being handled by another recognised dispute-resolution route or decided by a court. (If a court is dealing only with a different part of the matter, the CBN can still act on the rest.)

Other places you can go

• Personal data: the Nigeria Data Protection Commission (NDPC). Make a complaint or write to info@ndpc.gov.ng. Read our privacy policy first for your rights.
• Being treated unfairly as a consumer: the Federal Competition and Consumer Protection Commission (FCCPC), contact@fccpc.gov.ng.
• The courts. Nothing in this policy stops you going to court, and using this policy does not use up any of your legal rights.

When the problem is with Our Payment Provider

The banking behind Payble is provided by Our Payment Provider (Visual ICT Limited), a mobile money service licensed by the Central Bank of Nigeria to provide mobile money services (see who provides what). If your complaint is about Our Payment Provider's own service, you can tell us, tell Our Payment Provider, or both.

• Visual ICT Limited: support@tagpay.ng, +234 810 093 8329, 68 Dala Hills Crescent, Brains and Hammers Estate, Galadimawa, Abuja FCT, Nigeria. For personal data held by Our Payment Provider: info@visualict.com.
• If you tell us first, and the matter is Our Payment Provider's to answer, we will pass it on with your permission, tell you that we have, and keep you informed.

What we do with complaints

• We keep a record of every complaint and how it was settled, and look for complaints that keep coming back so we can fix the cause.
• A complaint never makes us treat you worse. We will not close your account or change your service because you complained.
• We share your complaint only with the people who need to see it to resolve it: Our Payment Provider, or the regulator if you take it there. We keep it as our record-keeping duties and the retention section of our privacy policy allow.

If you need help making a complaint

Tell us and we will make it easier: talk to us on the phone and we will write it down, take more time, or explain anything in plain words. See accessibility and extra support.

If your complaint is about one of our field sales representatives, say so: tell us their name or Representative ID. You can check a representative at our verification page.