How to complain
Something went wrong and you want it fixed and recorded. Here is exactly what happens, how long it takes, and who to go to if we do not get it right.
Email is best for anything with documents. Chat is fastest for a live transfer.
What happens, step by step
- 1 Tell us
Chat in the app, email complaints@payvio.com, or call +1 (888) 555-0199. Say it is a complaint so it is routed correctly rather than handled as a question.
- 2 We acknowledge within one business day
You get a reference number and the name of the person handling it. Not a queue position — a person.
- 3 We investigate and respond within 15 business days
If it is complex we will tell you before day 15 and give a date. Our final response explains what we found, what we are doing, and how to escalate if you disagree.
- 4 Escalate if we get it wrong
Our answer is not the end of it. The regulators below take complaints about us directly, and you do not need our permission to go to them.
If you disagree with our answer
You can go to a regulator at any point — you do not have to exhaust our process first, and we will not treat you differently for doing it.
- Consumer Financial Protection Bureau The federal regulator for remittance transfers. consumerfinance.gov/complaint · 1-855-411-2372
- California DFPI Our home-state regulator. dfpi.ca.gov · 1-866-275-2677
- New York DFS For New York residents. dfs.ny.gov · 1-800-342-3736
A note on what we can and cannot fix. If we lost your money, charged you wrongly, or gave you bad information, we will put it right. If a receiving bank delayed a payout, we will chase them and tell you what they said, but we cannot make them move faster. If you sent to the wrong account and it has been paid out, we will open a recall — success depends on the receiving bank and the money still being there. We would rather say this plainly than have you find out during a complaint.