Draft, not yet reviewed by our lawyers
This page is written from Nigerian law and the regulators' published rules, but our lawyers have not yet reviewed it, so it may change before it takes effect.
Most people can use Payble without any help. Some people need a little more: more time, a different way to talk to us, or someone patient to explain. This page says what you can ask for and what we will do. It applies to the app, this website, our support and our field sales representatives.
Who this is for
Anyone who finds it harder than most to use a financial service or to look after their own interests. For example, if you:
- have a disability or a health condition, including trouble seeing, hearing, moving, reading or remembering;
- are 60 or over, which the CBN's rules for financial institutions treat as a group needing special consideration;
- are not confident with phones or apps, do not read easily, or English is not your first language;
- are going through something difficult, such as a bereavement, an illness, losing your income or being the victim of a scam;
- have simply told us that you need something different.
You do not have to prove anything or give us a reason. If you tell us, we will listen.
What we will do
- Explain in plain words. If a term, a fee or a message is unclear, we will say it again in simpler language and will not use jargon to end the conversation.
- Take our time. You will not be rushed, pressed to decide, or pushed to buy or sign up for something.
- Offer another way. You can reach us by email, by phone or by post, and we will write down what you tell us if you would rather talk than write.
- Let someone help you. You can bring or nominate a trusted person to help you. For your protection we need your written permission before we share details of your account with them, and we may check with you directly first. Where someone holds a legal authority to act for you, such as a power of attorney or a guardianship order, show it to us and we will follow it.
- Give you more time to complain. See our complaints policy. We will take a complaint by phone and write it down.
- Look after what you tell us. We note what you need so that you do not have to repeat it. We record health information only if you agree, and use it only to help you. See our privacy policy.
If you have been the victim of a scam or fraud
It can happen to anyone, and it is never your fault for being deceived. Tell us as soon as you can, at support@mypayble.com, and say "FRAUD" in the subject. If a bank account or card is involved, also tell Visual ICT Limited: support@tagpay.ng, +234 810 093 8329. We treat it as urgent and handle it under our complaints policy.
- Never give anyone your password, PIN or one-time code. Payble staff and field sales representatives will never ask for them.
- If someone visits or calls saying they work for Payble, ask to see their badge and check the Representative ID at our verification page. A real representative's page shows their name and photo. If it does not match, do not deal with them, and tell us.
- More habits that keep you safe are on our security page.
Using this website and the app
We aim to build the website so it works with a keyboard, with a screen reader, with larger text and zoom, on small screens and on slow connections. It is a goal we keep working towards, not a promise that every page is perfect. If something is hard to use, tell us what and where, and we will treat it like a complaint and try to fix it or help you another way.
How to tell us what you need
Email support@mypayble.com or write to MyPayble Technologies Limited, Plot 654 Sani Abacha Way, by FCDA/NTA HQRS, Area 11, Garki, Abuja, Nigeria. Say what would help. If you would rather a family member or carer contacted us for you, they can, with your permission.
If we get it wrong, please tell us. Our complaints policy explains what happens next and how to go to the the Consumer Protection Department of the Central Bank of Nigeria if you are not satisfied.