This is a draft, waiting for review by our lawyers, and isn't in force yet. Highlighted parts are still to be filled in or confirmed.
Who to ask first
If you paid a business, and your complaint is about what you bought (it didn't arrive, it wasn't as described, you want a refund), contact the business first. Its contact details are on your receipt.
Contact us if your complaint is about the payment itself (you were charged but didn't get a receipt, you were charged twice, or you didn't make the payment), if the business won't answer you, or if you think a business is misleading people.
If you're a business using Xtopay, contact us about anything: a payment, a payout, a hold on your account, a fee, or how you've been treated.
How to complain
Email complaints@xtopay.co, or call +233 555 539 152. Tell us:
- your name and the phone number or email we can reach you on;
- the payment's reference (it starts with XTP-), or your business ID or username if you're a business;
- what went wrong, and when; and
- what you'd like us to do to put it right.
Complaining is free. We'll never ask for your PIN, your password or a sign-in code: anyone who does isn't us.
What happens next
- We'll tell you we've received your complaint within 2 working days, with a reference for it.
- Someone who wasn't involved in what went wrong will look into it. We may ask the business, our payment partner or the network for what they know.
- We'll send you our answer within 10 working days. If we need longer (for example, while a network or bank looks into a payment), we'll tell you why and when to expect it.
- If we got something wrong, we'll say so, put it right, and change how we work if that's what it takes.
If we've held or closed your account
When we hold payouts, suspend an account or take down a link or a page, we email the owner the reason. Reply to that email, or complain as above, and send anything that shows we're wrong: we'll look at it again. Sometimes the law stops us telling you why we've acted, and then we can only tell you that.
If you're still not happy
If you're unhappy with our answer, or haven't had one in time, you can take your complaint further:
- about a payment or a payout: the Bank of Ghana's consumer protection office, or our payment partner's complaints process, depending on how Xtopay is licensed;
- about your personal details: the Data Protection Commission (see our Privacy Policy).
Businesses can also follow the steps in our Terms of Service.
Write to us
Complaints, Sendexa Limited, VX-0117-5279, AKATSI BYPASS NEAR MIGHTY GAS STATION, AKATSI, GHANA.