How to complain
Customers should submit complaints through in-app support. A complaint should include the customer name, account details available in the app, transaction or card reference if relevant, a clear description of the issue, supporting evidence, and the outcome requested.
What happens next
Mon records complaints, assigns them for review, may request additional information, and investigates the issue using app records, support history, transaction evidence, issuer evidence, and relevant provider records. Customers receive updates through the app.
Response time
Mon aims to provide an initial support response within 1 hour and no later than 24 hours. Formal complaints are handled as quickly as possible. Payment-service complaints are normally answered within 15 business days after receipt. If exceptional circumstances require more time, Mon may provide a holding response and a final response within the period allowed by applicable law.
Escalation
If you are not satisfied with the final response, you may be able to escalate to the competent authority, dispute body, issuer process, or court available under applicable law. Mon will explain the appropriate escalation route in the final response where required.